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Universe Companies

1241 Arsenal St, Watertown, New York, United States, 13601-2213

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Universe Companies Reviews (%countItem)

I purchased a mattress on 10/14/2019 from Nick at the Mattress Express Store in Oneida, N.Y. I have degenerative disk disease and my old mattress was not doing me any good so I purchase the best they had with a price tag of $2645.99 The salesman, Nick was very helpful at that time. Everything went well, the mattress was delivered an no issue. After several months, I notice pain in my back that wasn't there and began to sink toward the middle of the bed, just as my old mattress did so I went to the store and spoke to Nick on January 20, 2020. He told me that I had to (which I thought was odd, that I had to do the ground work myself) go online and take care of this myself. He did say that they would replace it or that I could choose a different mattress. I did so, I emailed *** and sent them the information Nick told me to which included a photo of the law tag, photo of the mattress / gap in the mattress and finally a photo of the full mattress, which I have forwarded each photo to you. I didn't hear anything from anyone for several weeks so I called the store and a nice man found my complaint and forwarded it on again. Again, it is now almost a month later and still no response so I called Nick at the store and explained this, this was on February 15th and he said he would get right back to me and again... nothing. I have paid a lot of money for this mattress and don't like the way I am being treated. Also, I was told, by Nick, that it would be 0 % financing and I am being charged interest on the account, he also said that he would fix this, I went to the store and spoke to him the first bill I received.

Universe Companies Response • Mar 03, 2020

I have researched the above referenced complaint. For an unknown reason ***had Ms. set up incorrectly and was corrected to the program she signed up for.Furthermore she was approved for a warranty of her mattress and notified via emailJanuary 24, 2020. We do not refund mattresses.Thank You,Mattress Express

Walk into this store looking for a mattress. Salesman Tony spoke to us. Asked about my credit. Took some info from me and got on his computer while we walked around looking at the selection. After we went back to his desk he said he got me approved for $1250. We told him the mattress we liked. He got on the computer and did a bunch of stuff without even letting me see what he was doing. When he was done on the computer he gave me a receipt that showed the price we paid etc. After getting home I noticed I received emails from a finance company. They were a rent to own type of company. The payment chart shows I'll end up paying $2200 for a $900 mattress. The whole transaction was very rushed and seemed shady. He showed me nothing as he was doing it on the computer and never once told me my "credit" approval was through a rent to own company and not truly a finance approval. After picking it up and using it we found the mattress was very hard and uncomfortable. We went back in and talked to who we were told was the sales manager. We told him about the mattress issues and asked about the advertised try it return policy. We were told in order to return/exchange it we would have to pay for it in full first. He then told us it takes 2 weeks to get used to a new mattress and he would be glad to give us a good deal on a memory foam topper for our supposedly pillow top mattress. This is without a doubt the shadiest place that I've ever done business with. Everything was done out of my sight and now I'm stuck with a rock hard mattress but they'll give me a "good deal" on a $249 mattress topper? Gee thanks but no thanks. I'm definitely done giving you my money. Beware!

Universe Companies Response • Jan 18, 2019

Universe Companies Inc. January 18, 2019Revdex.comAttn. - *** Re: *** Daytime Phone: *** Evening Phone: *** E-mail: ***Ms., Mr. did purchase a mattress and chose a lease to own program due to his credit score. We do not do anything shady Mr. agreed to this and apparently did not read what agreement. We do not advertise a “try it return policy” as Mr. has stated. We do sell a mattress encasement with comes with a 100 night sleep exchange that Mr. did not purchase. I’m sure someone told him to give a chance for a few weeks as there can be an adjustment period with a new mattress. There must have been some misunderstand about paying it off before exchanging as that has no bearing on us. I have reached out to Mr. and offered him an exchange so all should be resolved. Thank You,Mattress Express ..

Customer Response • Jan 19, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I purchased a bed from *** in New Hartford in Dec of 2017. I am disabled and have spine issues and told the sales person I needed a bed that would give me the proper support. She set us up with a bed made by *** out of Syracuse NY (which I cannot find on your business listings or on a google s*ch) . We had the first bed for about a week before it started getting lumps or trenches where we slept on it. The store exchange dit for us with no problems as they have a 30 day sleep on it guarantee. We received the new mattress and it did the same thing only after a week. They then gave us a different style bed from the same manufacturer, we have had this one for quite a few months (we were told we had a 10-y*** warranty). I called the store and was told that they sell six thousand dollar beds and you get what you pay for. I asked about the warranty and was told they would contact "***" from *** and he would be in contact. I have not h***d from the company since their first call telling me they would contact me about coming to look at the bed. I have asked *** for the manufacturer's contact information and that is when they stopped contact with me. I have not h***d back from them since. They told me its a manufacturers warranty but gave me no paperwork stating anything about the ten-y*** warranty only a five y*** from the store that they are now not honoring. I am forced to purchase a new bed from a different store now as I can no longer sleep on this bed without further injuring my spine.

Universe Companies Response • Sep 11, 2018

To Whom It May Concern; First I apologize that the representative has not contacted you. I am providing him with a copy of this response and asking him to call you immediately. His name is Dave P and his contact number is ***. Apparently you have already had three mattresses is a very short period of time which is highly abnormal. When this happens we are required to involve the manufacturer. I will make sure Mr. P contacts you. You do have a ten y*** warranty.Kevin FPresident

Customer Response • Sep 11, 2018

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.I have been contacted by and visited by a representative from the manufacturer and they are going to remedy the situation as early as next week.

Regards

I went in to the store on 3/2/2018 with my husband and told the employee we were approved online through their site for $1,500. He sold us a bed and gave me a sales receipt that stated the total was $1,629.96 after the $125 we had already paid in store that day. I was given the sales receipt and told it would be a 12 month contract and I would get the paperwork sent to me once the mattress was delivered.
I received the bed shipped to me by Fedex and left outside my door 5 days later on 3/7/2018. There was no paperwork with the mattress or in the box. I called the credit company that we did the application with and they said I would be receiving it shortly. On 3/9/2018 I received paperwork via email from the credit company *** and it stated that I had electronically signed a contract in store that agreed to a price of $3293.01 paid over a 12 month period with payments of $63.33 directly withdrawn from my bank account weekly. I never signed an paperwork in store or online, the employee Richard at the store took my credit card for the initial $125 payment we made and sent a 4 digit code to my phone. He took the number off my phone and said he needed it. Richard never once told me that he was signing a contract on my behalf and I never would have agreed to this pricing.

When I called Richard he stated there was nothing he could do since I had already taken delivery of the mattress. Technically it was left at my front door when I wasn't home, anyone could have taken this mattress.
I did not agree to pay this store any more than the $1629.96 that was on the sales receipt that I received in store at the time of purchase. Someone illegally signed my name on this contract and agreed to these terms. This is purjury and I did not give anyone permission to sign my name. This has been nothing but a hassle and they have no corporate phone number to reach anyone else. Richard stated they have no corporate number and there was nobody else I could talk to in regards to solving this matter. I should not have to pay one penny to this disgraceful merchant to signed my name without authorization.
I know for a fact that there are cameras in the store and they should be checked, showing that I did not sign one document in the store.

Universe Companies Response • Mar 13, 2018

I am aware of the attached inquiry. We generate 50-100 lease to own contracts a month without complaint. Ms. was advised she applying for lease to own when she visited the store. Whether she paid attention and read what was provided to her electronically I cannot say. The company, ***, send a text message with a link to the contract and disclosures and allows for the customer to elect to sign electronically as Ms. did. Ms. called with this complaint on March 12, 2018 and we offered to search through traditional finance companies to find a company who may offer an interest free period so that she could pay it off and incur no interest charges. She refused and stated the only thing she would accept is interest free payments directly to our company over the period of a year. As a side not Ms. may pay this in full within 90 days and avoid any interest charges with ***. We are not a finance company and do not provide that option. We have done nothing wrong.
Thank You, Kevin M *** President / CEO

Customer Response • Mar 13, 2018

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. After deciding what purchase to make, we approached the counter with the manager Richard. He said he was going to send a 4 digit code to my phone, I placed my phone on the counter for him to read. After a few moments, he said the process was taking too long and he was sending another code. All of this happened while my phone was directly in front of him. I never read anything on the message, he only stated he needed the 4 digit pin to put in the computer. I was not told what the pin was for or that it was to sign a lease. I never would have authorized anyone else to sign my name on a lease that I had never read the terms and conditions too. I was not told that anyone could run it through other companies to provide an interest free loan. Attached is the email that I received from the manager Richard. He offered for me to pay the intial amount of the transaction directly to Mattress Express which is what I emailed back and agreed to. I would never have signed an agreeement to pay off this amount within 90 days, I would have just paid for it outright if I had that kind of money up front. Regards

I bought a Marcus king mattress on September 21, 2016 from Mattress Express in Evans Mills, NY. In April of 2017, I noticed the mattress was starting to get ripples and it progressively got worse. I went to the Evans Mills store on May 14, 2017 where I purchased it and talked to the salesman. He told me that this brand name mattress is known for doing this. He said my options was to exchange for another Marcus mattress or look for a new one for the same value or pay the difference if the cost was more. I walked around the store contemplating which way to go. My thoughts were If I went with the Marcus mattress I did not want this to happen again because when you pay thousands of dollars for something you want it too last and be flawless plus I would be taking a chance they wouldn't honor the warranty. I decided to go with a Greenbrier mattress, knowing that this was a much better mattress and would cost me more money . I received the warranty discount from the Marcus, which had me owing 1612.42 more as the first mattress was paid off. I laid on the Greenbrier for about 2 minutes in the store, not Knowing if this matttress is the right one after lying on it for only a few minutes. ALso when I purchased the greenbrier mattress the salesman said the 30 day sleep guarantee applied to this one as well. I tried for 2 weeks to sleep on this mattress but found myself getting up and going to sleep on my couch because it was too hard for my back causing a lot of back pain and discomfort as I have 2 herniated disc. I contacted the Evans Mills store the first part of June, 2017, told them what the issue was. I said I did not want this mattress and wanted to take the chance with the first mattress I had. The salesman said he would get back to me. He called back and said there was nothing he could do about the Greenbrier mattress because I did not purchase a mattress pad through them (I purchased one much cheaper through a department store and was using that) and they don't take back used mattresses. But they would give me a new Marcus mattress and as far as the greenbrier, they told me I would have to sell it. I went to the store in Watertown to talk to a manager but of course not one was available. They took my name and number to have a manager call me when one was available. Two days later I got the phone call from a manager, he was very rude, sarcastic, and told me I was judgmental (because I stated how unhappy I was with the company). I also stated to him that I was told that the Marcus mattresses are known for this, he said the salesman had no business telling me that and that I was told that there was the 30 day sleep guarantee On the greenbrier as well . He stated again that I should not have been told that and that there is not no 30 day sleep guarantee. I called the Evans Mills store after to have the salesman schedule delivery for a new Marcus mattress which this would make the Second one of this brand. The mattress was delivered and It took only 2 days for the ripples to show up on this one. I immediately called the Evans Mills store again, I talked to the same salesman and he was just as frustrated as I was for what was going on. He made some calls to figure out what to do for me. He called me and said a man from where the mattresses are made is going to be calling me later that evening (June 20, 2017) He called and asked me what was going on with the mattress. He seemed to be very upset and wanted the mattress to take it apart and find out where it was breaking down. He said he would call me the next day to set up a time for the mattress to be picked up. He never called so I called him 2 days later, for him to tell me that they figured out what the problem was and they were fixing it. (I don't know how he knew where the problem was as I still had the mattress). He said a new mattress would be delivered to me either Friday June, 23rd or Saturday, June 24th, 2017. I chose the 24th between 8:00am-10:00am, as I had a high school graduation to attend at 11:00am. The delivery was a no show, and when I asked why, they said I agreed to have it delivered from 8:00pm-10:00pm, which I never agreed to that. Finally it was delivered June 26th. This mattress has been the worse of them all. Ripples the next day, if you sit on one side of the bed, You sink to the bottom foundation, where on the other side it is fine. Also on the one side where you sink out of site, by eyeing it you can see the slant it has and the huge ripples there are. At this point I decided to check the whole mattress over to see what else was wrong with it, when my brother helped me lift it to look at the bottom, there was 2 rips in it. When I called the Evans Mills store the next day to tell my issue again, my response back was that there was nothing more we can do for you. I am so unhappy about all of this. I have plenty of documentation of conversations, pictures, etc. I will pursue this matter further if need be.

Universe Companies Response

I am responding to your inquiry in regard to Ms.. This customer originallypurchased a " Marcus" King mattress set on 09/21/16. Ms. is correct we dohave a 30 day sleep guarantee in which the customer may exchange an inner springmattress for one of equal or great value within 30 days when they are unhappy.When Ms. came in some eight months later with a warranty issue we allowedher to use her THIRTY DAY sleep guarantee eight months later and select adifferent mattress which she did on 05/14/17. NOT ONLY That but in effort to makeher happy we warrantied (replaced) the "Marcus" King in which the rep personallysupervised the building of at the factory to make sure there would no problemsand WE LET HER KEEP THIS $1500.00 MARCUS MATTRESS SET AT NO CHARGE!We do not and will not refund mattresses. She has a FREE mattress set and anEclipse Mattress Set Ms. essentiality got at half price. If she feels she still hasa warranty issue with the Marcus she can contact American Bedding in Syracuse at(315) 437 1328 and they will have an outside representative contact her forwarranty.We did nothing wrong and have gone above and beyond for this customer.

Thank You,Kevin M. ***President

Purchased an adjustable bed on 5/23/17 and the frame is bent at the hydraulic for the bed making it unusable. Also they have a 30 day return policy posted in the window but when we told them we hate the bed, our product does not fall under that guarantee????

Universe Companies Response

We have replied the customer was given a new bed by the manufacturer

Universe Companies Response

We have been informed that the manufacturer has agreed to replace the bed. It awaits customer pick up at our store. Thank You, Mattress Express

Customer Response

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards

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Address: 1241 Arsenal St, Watertown, New York, United States, 13601-2213

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