Ultimate Mattress Store

Good morning,
My name is Cary L***, I'm the manager of Ultimate Mattress Store
In regards to Mrs*** this is how I understand things to have happened
On October 4th she purchased a mattress & adjustable base from usShe picked up her purchase on October 11thShe
contacted us on December 30th stating the bed wasn't comfortableMy sales manager Brian Jansen spoke with her & reexplained that our exchange policy is days(expired on 12/9)
We didn't hear anything else until September when she sent an email asking for a comfort exchange
She is now saying the bed won't work on her adjustable baseI contacted the manufacture and they say it will work fine on her base
That said I understand that there could be a manufacture defect with her bedI will have our warranty department contact herThey will send her a warranty kit to fill out & returnWe will forward it to the manufacture, they will determine if it is a warranty issue
Cary

Complaint: ***I am rejecting this response because:
This is kind of stretching the truth? The first time I called back and got voicemail and did say I was in and out of meetings but the 2nd time they called many days later, I called right back and got voicemail and said that I would be available the rest of that day and any day after 2:00, never heard back from them again
I would like to add that the picture I sent for proof of the problem has never been mentioned? I was showing it to a friend today that just happens to work for a large furniture store and she couldn't believe it She said the picture is proof enough that there is a problem
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
They said the warranty department would be contacting me and they have notI have attached a picture of the big lump in the middle of the mattress when you just raise the head of the bed slightlyThe more you raise the bigger the lump in the middle of the bed gets The $adjustable frame is useless with this mattress
They also failed to mention that I had sent this them picture and that I had called other times The email they provide on their website is apparently not working I tried to get the managers email by phone and they would not give it to me?
They never replied to the email with the picture On my original phone call complaint the manager just kept arguing with me and I told him he was welcome to come to my house and look at it himself but I live an hour away and apparently that is too far Sincerely,
*** ***

My warranty department has reach out to Mrs. [redacted] twice. She did return our call & stated she was at a conference all week. She would not be available till the end of the conference. We will call her try to contact her again( she didn't give us an ending date). Thanks Cary