I'm writing in response to complaint [redacted] Mr [redacted] called in inquiring about a problem with his mattress he purchased from usThe mattress was purchased on 12/5/It was delivered on 1/8/He contacted Dave J [redacted] one of the sales associates on 3/19/about having problems with his mattressOur policy when dealing with a situation like this is to first submit pictures of that mattressWe require pictures of the problem area, without any bedding, or anything on the mattressThe first pictures Mr [redacted] submitted were of him and his child sitting on the mattress with the sheets onWe cannot see any problem areas if there are physical objects on the mattressSo our sales associate Dave J***, requested photos of the mattress by itself without sheets, and pictures of the sideA mattress will show physical bulging or caving if there is structural damage to the sideMr [redacted] then submitted photos of the mattress by itselfFrom the pictures we were not able to determine any problems with the mattressTo give our customers the benefit of the doubt, we will send out someone to inspect the mattress to make sure there is nothing missed,that the pictures didn't show, and to make sure that if there is something structurally wrong it can get handled accordinglyI sent my most experienced employee Paul J [redacted] out to inspect Mr[redacted] mattress on Thursday 4/7/Paul J [redacted] has done over a dozen inspections for Savvy Mattress and is properly trained on what to look for with warranty claims and structural defectsMr.J [redacted] took pictures of the mattress, felt and sat down where the customer said the problem area wasWhen returning to Savvy Mattress warehouse with pictures and his statementPaul J [redacted] wasn't able to find anything wrong with our customer's mattressWe go through a detailed inspection to make sure all customers are treated fairlyI have submitted along with this letter, structural defects from other Savvy Customers to show what a structural defect isOn the back of every invoice is Savvy Mattress' policies and description of what we sellEvery single customer has to sign and acknowledge that they fully understand what we do as a businessI have attached a copy of Mr [redacted] signed invoice showing he understood our policiesAt Savvy Mattress we offer a day structural guarantee on AS IS mattressesThe mattress that Mr [redacted] purchased is an mattress, which means it does not carry a manufacturer's warrantyWe offer the day structural guarantee but the mattress does not carry a manufacturer's warrantyMr [redacted] keeps stating that we don't stand behind our day return policyBut as stated on the back of the invoice that he signed we don't offer a day return policyWe offer a day structural guarantee on our mattressesWhen trying to explain this to Mr [redacted] he would not listen and used very inappropriate language numerous times, when I was trying to explain our policy and guaranteesHe was very difficult to talk to, when I was only trying to help him better understand what a structural guarantee is and how we don't offer a return policy ,but we have a day comfort exchange policy and day structural guaranteeAt Savvy Mattress we pride ourselves with customer service and I feel we went above and beyond trying to help this customerWe sent someone out to inspect his mattressI tried numerous times to help him understand what we look for with a structural issue and what our policies are with a day structural guarantee and he would not listenInstead, Mr [redacted] got very upset and used foul language with meThe mattress that Mr [redacted] purchased Is a great quality mattressI have been in the mattress industry for over years and have dealt with numerous warranty issues and structural issuesThe mattress Mr [redacted] bought is a Simmons Beautyrest mattress and uses pocketed coils to minimize motion transferIn other words it doesn't feel bouncySo sitting in one spot won't distribute the weightInstead the coils will absorb the weight and not transfer It across the sleeping surfaceI tried to explain this to Mr [redacted] but again it didn't seem like he wanted to hear what I had to sayMr[redacted] never mentioned once that there is a problem with the surface area of the mattress or that he is having problems sleepingHe only mentioned when he sits on the side of the bed that there is a problemThe mattress itself, sleeping surface,and side didn't look to have any damageIn conclusion, I have attached several pictures of other structural issues to show what they look likeIn Mr [redacted] case, the mattress he purchased shows no signs of damage, or structural problemsEven after sending our most experienced employee out to Inspect it, he couldn't find anything wrong with the mattress that Mr [redacted] purchasedSincerely, Paul S [redacted] Savvy Mattress Outlet Warehouse Manager ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: ***I am rejecting this response because:
I read the reply from PaulI did tell them that we were having issues sleeping on the mattressI just noticed how big the issue was when I sat on the bedHe's said he's been in the mattress biz for over yearsWell I've slept on mattresses for over yearsThis is the 1st time in my life that I've had an issue like thisHe states that the mattresses is one of the bestYes, it's one of the best on one sideThe other side is defectiveWhy would we be happy with a defective product after less than days of useHe's basically saying they can deliver a product to my door and if it goes out in 10, or days I have to take it because it wasn't technically structurally damagedThey sales person that I spoke to, Dave J*** did state that they had a day return policyI never knew that I purchased an product until I spoke to Paul the managerWhy would anyone in their right mind purchase an mattress to save a few bucksI unfortunately missed that wording and it appears it may come back to bite me It seems as if this company sells a product and then hope all goes wellIn the event that something goes wrong, they go round and round hoping the customer will just go away I unfortunately didn't read all of the yelp reviews prior to going to this cheap outfitYes, I did use inappropriate languageWhen I fell cheated, I speak my mindI'll just chalk this experience up as a life lessonIt really doesn't appear that they see anything wrong with what they have doneThis is a bad company plain and simple
Sincerely,
*** ***
I'm writing in response to complaint [redacted]. Mr. [redacted] called in inquiring about a problem with his mattress he purchased from us. The mattress was purchased on 12/5/2015. It was delivered on 1/8/2016. He contacted Dave J[redacted] one of the sales associates on 3/19/2016 about having problems...
with his mattress. Our policy when dealing with a situation like this is to first submit pictures of that mattress. We require 45 pictures of the problem area, without any bedding, or anything on the mattress. The first pictures Mr. [redacted] submitted were of him and his child sitting on the mattress with the sheets on. We cannot see any problem areas if there are physical objects on the mattress. So our sales associate Dave J[redacted], requested photos of the mattress by itself without sheets, and pictures of the side. A mattress will show physical bulging or caving if there is structural damage to the side. Mr. [redacted] then submitted photos of the mattress by itself. From the pictures we were not able to determine any problems with the mattress. To give our customers the benefit of the doubt, we will send out someone to inspect the mattress to make sure there is nothing missed,that the pictures didn't show, and to make sure that if there is something structurally wrong it can get handled accordingly. I sent my most experienced employee Paul J[redacted] out to inspect Mr.[redacted] mattress on Thursday 4/7/2016. Paul J[redacted] has done over a dozen inspections for Savvy Mattress and is properly trained on what to look for with warranty claims and structural defects. Mr.J[redacted] took pictures of the mattress, felt and sat down where the customer said the problem area was. When returning to Savvy Mattress warehouse with pictures and his statement. Paul J[redacted] wasn't able to find anything wrong with our customer's mattress. We go through a detailed inspection to make sure all customers are treated fairly. I have submitted along with this letter, structural defects from other Savvy Customers to show what a structural defect is. On the back of every invoice is Savvy Mattress' policies and description of what we sell. Every single customer has to sign and acknowledge that they fully understand what we do as a business. I have attached a copy of Mr. [redacted] signed invoice showing he understood our policies. At Savvy Mattress we offer a 90 day structural guarantee on AS IS mattresses. The mattress that Mr. [redacted] purchased is an AS-IS mattress, which means it does not carry a manufacturer's warranty. We offer the 90 day structural guarantee but the mattress does not carry a manufacturer's warranty. Mr. [redacted] keeps stating that we don't stand behind our 90 day return policy. But as stated on the back of the invoice that he signed we don't offer a 90 day return policy. We offer a 90 day structural guarantee on our mattresses. When trying to explain this to Mr. [redacted] he would not listen and used very inappropriate language numerous times, when I was trying to explain our policy and guarantees. He was very difficult to talk to, when I was only trying to help him better understand what a structural guarantee is and how we don't offer a return policy ,but we have a 30 day comfort exchange policy and 90 day structural guarantee. At Savvy Mattress we pride ourselves with customer service and I feel we went above and beyond trying to help this customer. We sent someone out to inspect his mattress. I tried numerous times to help him understand what we look for with a structural issue and what our policies are with a 90 day structural guarantee and he would not listen. Instead, Mr. [redacted] got very upset and used foul language with me. The mattress that Mr. [redacted] purchased Is a great quality mattress. I have been in the mattress industry for over 8 years and have dealt with numerous warranty issues and structural issues. The mattress Mr. [redacted] bought is a Simmons Beautyrest mattress and uses pocketed coils to minimize motion transfer. In other words it doesn't feel bouncy. So sitting in one spot won't distribute the weight. Instead the coils will absorb the weight and not transfer It across the sleeping surface. I tried to explain this to Mr. [redacted] but again it didn't seem like he wanted to hear what I had to say. Mr.[redacted] never mentioned once that there is a problem with the surface area of the mattress or that he is having problems sleeping. He only mentioned when he sits on the side of the bed that there is a problem. The mattress itself, sleeping surface,and side didn't look to have any damage. In conclusion, I have attached several pictures of other structural issues to show what they look like. In Mr. [redacted] case, the mattress he purchased shows no signs of damage, or structural problems. Even after sending our most experienced employee out to Inspect it, he couldn't find anything wrong with the mattress that Mr. [redacted] purchased. Sincerely, Paul S[redacted] Savvy Mattress Outlet Warehouse Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
I'm writing in response to complaint [redacted] Mr [redacted] called in inquiring about a problem with his mattress he purchased from usThe mattress was purchased on 12/5/It was delivered on 1/8/He contacted Dave J [redacted] one of the sales associates on 3/19/about having problems with his mattressOur policy when dealing with a situation like this is to first submit pictures of that mattressWe require pictures of the problem area, without any bedding, or anything on the mattressThe first pictures Mr [redacted] submitted were of him and his child sitting on the mattress with the sheets onWe cannot see any problem areas if there are physical objects on the mattressSo our sales associate Dave J***, requested photos of the mattress by itself without sheets, and pictures of the sideA mattress will show physical bulging or caving if there is structural damage to the sideMr [redacted] then submitted photos of the mattress by itselfFrom the pictures we were not able to determine any problems with the mattressTo give our customers the benefit of the doubt, we will send out someone to inspect the mattress to make sure there is nothing missed,that the pictures didn't show, and to make sure that if there is something structurally wrong it can get handled accordinglyI sent my most experienced employee Paul J [redacted] out to inspect Mr[redacted] mattress on Thursday 4/7/Paul J [redacted] has done over a dozen inspections for Savvy Mattress and is properly trained on what to look for with warranty claims and structural defectsMr.J [redacted] took pictures of the mattress, felt and sat down where the customer said the problem area wasWhen returning to Savvy Mattress warehouse with pictures and his statementPaul J [redacted] wasn't able to find anything wrong with our customer's mattressWe go through a detailed inspection to make sure all customers are treated fairlyI have submitted along with this letter, structural defects from other Savvy Customers to show what a structural defect isOn the back of every invoice is Savvy Mattress' policies and description of what we sellEvery single customer has to sign and acknowledge that they fully understand what we do as a businessI have attached a copy of Mr [redacted] signed invoice showing he understood our policiesAt Savvy Mattress we offer a day structural guarantee on AS IS mattressesThe mattress that Mr [redacted] purchased is an mattress, which means it does not carry a manufacturer's warrantyWe offer the day structural guarantee but the mattress does not carry a manufacturer's warrantyMr [redacted] keeps stating that we don't stand behind our day return policyBut as stated on the back of the invoice that he signed we don't offer a day return policyWe offer a day structural guarantee on our mattressesWhen trying to explain this to Mr [redacted] he would not listen and used very inappropriate language numerous times, when I was trying to explain our policy and guaranteesHe was very difficult to talk to, when I was only trying to help him better understand what a structural guarantee is and how we don't offer a return policy ,but we have a day comfort exchange policy and day structural guaranteeAt Savvy Mattress we pride ourselves with customer service and I feel we went above and beyond trying to help this customerWe sent someone out to inspect his mattressI tried numerous times to help him understand what we look for with a structural issue and what our policies are with a day structural guarantee and he would not listenInstead, Mr [redacted] got very upset and used foul language with meThe mattress that Mr [redacted] purchased Is a great quality mattressI have been in the mattress industry for over years and have dealt with numerous warranty issues and structural issuesThe mattress Mr [redacted] bought is a Simmons Beautyrest mattress and uses pocketed coils to minimize motion transferIn other words it doesn't feel bouncySo sitting in one spot won't distribute the weightInstead the coils will absorb the weight and not transfer It across the sleeping surfaceI tried to explain this to Mr [redacted] but again it didn't seem like he wanted to hear what I had to sayMr[redacted] never mentioned once that there is a problem with the surface area of the mattress or that he is having problems sleepingHe only mentioned when he sits on the side of the bed that there is a problemThe mattress itself, sleeping surface,and side didn't look to have any damageIn conclusion, I have attached several pictures of other structural issues to show what they look likeIn Mr [redacted] case, the mattress he purchased shows no signs of damage, or structural problemsEven after sending our most experienced employee out to Inspect it, he couldn't find anything wrong with the mattress that Mr [redacted] purchasedSincerely, Paul S [redacted] Savvy Mattress Outlet Warehouse Manager ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: ***I am rejecting this response because:
I read the reply from PaulI did tell them that we were having issues sleeping on the mattressI just noticed how big the issue was when I sat on the bedHe's said he's been in the mattress biz for over yearsWell I've slept on mattresses for over yearsThis is the 1st time in my life that I've had an issue like thisHe states that the mattresses is one of the bestYes, it's one of the best on one sideThe other side is defectiveWhy would we be happy with a defective product after less than days of useHe's basically saying they can deliver a product to my door and if it goes out in 10, or days I have to take it because it wasn't technically structurally damagedThey sales person that I spoke to, Dave J*** did state that they had a day return policyI never knew that I purchased an product until I spoke to Paul the managerWhy would anyone in their right mind purchase an mattress to save a few bucksI unfortunately missed that wording and it appears it may come back to bite me It seems as if this company sells a product and then hope all goes wellIn the event that something goes wrong, they go round and round hoping the customer will just go away I unfortunately didn't read all of the yelp reviews prior to going to this cheap outfitYes, I did use inappropriate languageWhen I fell cheated, I speak my mindI'll just chalk this experience up as a life lessonIt really doesn't appear that they see anything wrong with what they have doneThis is a bad company plain and simple
Sincerely,
*** ***
I'm writing in response to complaint [redacted]. Mr. [redacted] called in inquiring about a problem with his mattress he purchased from us. The mattress was purchased on 12/5/2015. It was delivered on 1/8/2016. He contacted Dave J[redacted] one of the sales associates on 3/19/2016 about having problems...
with his mattress. Our policy when dealing with a situation like this is to first submit pictures of that mattress. We require 45 pictures of the problem area, without any bedding, or anything on the mattress. The first pictures Mr. [redacted] submitted were of him and his child sitting on the mattress with the sheets on. We cannot see any problem areas if there are physical objects on the mattress. So our sales associate Dave J[redacted], requested photos of the mattress by itself without sheets, and pictures of the side. A mattress will show physical bulging or caving if there is structural damage to the side. Mr. [redacted] then submitted photos of the mattress by itself. From the pictures we were not able to determine any problems with the mattress. To give our customers the benefit of the doubt, we will send out someone to inspect the mattress to make sure there is nothing missed,that the pictures didn't show, and to make sure that if there is something structurally wrong it can get handled accordingly. I sent my most experienced employee Paul J[redacted] out to inspect Mr.[redacted] mattress on Thursday 4/7/2016. Paul J[redacted] has done over a dozen inspections for Savvy Mattress and is properly trained on what to look for with warranty claims and structural defects. Mr.J[redacted] took pictures of the mattress, felt and sat down where the customer said the problem area was. When returning to Savvy Mattress warehouse with pictures and his statement. Paul J[redacted] wasn't able to find anything wrong with our customer's mattress. We go through a detailed inspection to make sure all customers are treated fairly. I have submitted along with this letter, structural defects from other Savvy Customers to show what a structural defect is. On the back of every invoice is Savvy Mattress' policies and description of what we sell. Every single customer has to sign and acknowledge that they fully understand what we do as a business. I have attached a copy of Mr. [redacted] signed invoice showing he understood our policies. At Savvy Mattress we offer a 90 day structural guarantee on AS IS mattresses. The mattress that Mr. [redacted] purchased is an AS-IS mattress, which means it does not carry a manufacturer's warranty. We offer the 90 day structural guarantee but the mattress does not carry a manufacturer's warranty. Mr. [redacted] keeps stating that we don't stand behind our 90 day return policy. But as stated on the back of the invoice that he signed we don't offer a 90 day return policy. We offer a 90 day structural guarantee on our mattresses. When trying to explain this to Mr. [redacted] he would not listen and used very inappropriate language numerous times, when I was trying to explain our policy and guarantees. He was very difficult to talk to, when I was only trying to help him better understand what a structural guarantee is and how we don't offer a return policy ,but we have a 30 day comfort exchange policy and 90 day structural guarantee. At Savvy Mattress we pride ourselves with customer service and I feel we went above and beyond trying to help this customer. We sent someone out to inspect his mattress. I tried numerous times to help him understand what we look for with a structural issue and what our policies are with a 90 day structural guarantee and he would not listen. Instead, Mr. [redacted] got very upset and used foul language with me. The mattress that Mr. [redacted] purchased Is a great quality mattress. I have been in the mattress industry for over 8 years and have dealt with numerous warranty issues and structural issues. The mattress Mr. [redacted] bought is a Simmons Beautyrest mattress and uses pocketed coils to minimize motion transfer. In other words it doesn't feel bouncy. So sitting in one spot won't distribute the weight. Instead the coils will absorb the weight and not transfer It across the sleeping surface. I tried to explain this to Mr. [redacted] but again it didn't seem like he wanted to hear what I had to say. Mr.[redacted] never mentioned once that there is a problem with the surface area of the mattress or that he is having problems sleeping. He only mentioned when he sits on the side of the bed that there is a problem. The mattress itself, sleeping surface,and side didn't look to have any damage. In conclusion, I have attached several pictures of other structural issues to show what they look like. In Mr. [redacted] case, the mattress he purchased shows no signs of damage, or structural problems. Even after sending our most experienced employee out to Inspect it, he couldn't find anything wrong with the mattress that Mr. [redacted] purchased. Sincerely, Paul S[redacted] Savvy Mattress Outlet Warehouse Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]