Trailers Unlimited

Thanks for letting us know about the Complaint Mrs [redacted] has made against Mattress FirmWe are aware and have read her complaint and we have also spoken and written Mrs [redacted] numerous times regarding her understanding of both our Mattress Guarantee and the Manufacturer WarrantyWe are committed to helping every Mattress Firm Customer and have offered to help Mrs [redacted] Mrs [redacted] purchased a Mattress Set, and paid for deliveryHer Delivery receipt, which asks for a signature, States "Stains and Removal of Law Label Voids Warranty." I have attached the copy with her SignatureAfter delivery she explained to us that she began to set up her new bed and cut and removed all tags that were attached to the bed and threw them in the trashMrs [redacted] then told us she went on the internet to register her productWhile on the Manufacturers website she saw that it asked for information that could only be obtained from her law label that is attached to her bedAt this point she realized what she had done and then began calling our store and asking for a new MattressMrs [redacted] purchased a Mattress that has a year Manufacturer WarrantyNot a Mattress Firm WarrantyShould a problem arise in the next years the Manufacturer will not honor her Warranty because she removed and threw away her law label which is required to file a Warranty ClaimThe Law label contains important information to process a Warranty ClaimWe have been operating since and have never given out Manufacturer Warranty paperwork in the stores since it comes attached to the productWe have tried to explain to Mrs [redacted] that all we failed to give her is a copy of our Mattress Firm Guarantees: night happiness guarantee, Best Price Guarantee, and Delivery GuaranteeNone of which pertain the Manufacturer year WarrantyOur Guarantee info is usually attached to the back of her sales receiptMrs [redacted] would like Mattress Firm to give her a free bed because she defaced her brand new bed by voiding it of its WarrantyWe also understand that she did this inadvertentlyMattress Firm has offered to make a note on her Customer File that in the event of a Warranty issue down the road we would honor it in house, and not thru the ManufacturerThe warranty on all products is with the Manufacturer and in this case Sealy/Stearns & Foster is the ManufacturerShe believes it's a Mattress Firm Warranty and we don't want to honor it, Which is not the caseAs a retailer of Sealy/Stearns & foster all we do as a company is sell and represent their product and facilitate and or exchange a product under the Manufacturer Warranty Guidelines to ensure proper credit is given to our Company and the customerI hope this clarifies the situation and Our offer to Mrs [redacted] still standsWe look forward to hearing from you! Sincerely, Mattress Firm South Texas