Verlo Mattress Factory of Green Bay

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I would like a refund of the $I paid to have my bed made into the Excaliber model It felt nothing like the Excaliber when I got it home and after sleeping on it a few weeks Mr [redacted] told me that it was because the showroom model was a King size mattress and mine was only a Queen I have called mattress stores so far, including a Verlo store that Mr [redacted] does not own and they all confirmed that statement was a falsehood The Verlo store called it a "cop-out" I told none of these stores where my mattress came from Because of this lame excuse, and because I went to the store on separate occasions to lay on that mattress to make sure I got the right one I would like a refund of $ I am not asking for an exchange or a full refund, just want what I paid for a mattress I did not get and no good reason was given to me for it

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
On two occasions I saw gel memory foam in 1/inch slabs that were glued together, spot glued. I did not complain about the other comfort changes they made only about the one that I was extra careful about and that being to change the bed into the Excalibur., which was returned very lumpy and nothing at all like the showroom model and the only excuse given by the owner was that the showroom model was a Kind size mattress and mine was a Queen size. I did pay for that comfort changeAnd that explanation is ridiculous. Also, I was told I do not know how many times and by how many employees that comfort changes only require payment for materials and labor and not transportation. This was after the initial promise made by the store Manager that all adjustments would be free and I know they had a meeting after that to not over promise customers any servicesI was told that by another employee. Finally, I have purchased a 3" thick Queen size memory foam topper fro a very reputable company and the quality of this memory foam is FAR superior to the stuff Mr*** puts in his mattresses.They did adjust bed several times but after the second to last adjustment when I thought I had finally found the right mattress and was so careful to repeatedly return to the store and try the mattress and when it came to my home all lumpy and all Mr*** offered as an explanation was the size of the mattress I realized what kind of company I was dealing withAlso, Mr*** might have wanted to use the term "educated" instead of education when referring to my knowledge of foam. I have now seen good quality memory foam Mr***, and yours is not. And had I been better educated I certainly would have bought my mattress somewhere else

Ms*** signed our terms of sale, which we have attached a copy of On this document it clearly states "Due to the personal nature and sanitary issues of sleep product use, Verlo Mattress Factory offers NO REFUNDS, EXCHANGES, or CANCELLATIONS on mattresses, futons, headboards/footboards, foundations, pillows, mattress protectors and special order accessory sales" We have done comfort adjustments for Ms***, trying to make her mattress feel like she would like it to feelWe have honored our Lifetime Comfort Guarantee for Ms***, as well as any other guarantees on our product, and we will continue to honor themMs*** will be treated with the utmost respect and dignity and we are committed to solving any issues she has with the product she purchased from usWe want every customer of ours to be happy with the mattress that they have purchased from usWe will continue to work with her to achieve her desired comfort levelHowever, as stated above, we cannot refund her purchase, as well as any charges for transportation and materials.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 I would like a refund of the $131.00 I paid to have my bed made into the Excaliber model.  It felt nothing like the Excaliber when I got it home and after sleeping on it a few weeks Mr. [redacted] told me that it was because the showroom model was a King size mattress and mine was only a Queen.  I have called 7 mattress stores so far, including a Verlo store that Mr. [redacted] does not own and they all confirmed that statement was a falsehood.  The Verlo store called it a "cop-out".  I told none of these stores where my mattress came from.  Because of this lame excuse, and because I went to the store on 3 separate occasions to lay on that mattress to make sure I got the right one I would like a refund of $131.00.  I am not asking for an exchange or a full refund, just want what I paid for a mattress I did not get and no good reason was given to me for it.

Hi, We received the complaint through you from Ms. [redacted] and I would like to address Ms. [redacted]’s situation.  Ms. [redacted] did purchase a mattress set from Verlo Mattress Factory in December of 2013.  Since that time we have done twelve documented comfort adjustments for...

Ms. [redacted], none of which were due to defects in workmanship or quality of materials.  They were strictly comfort adjustments because we offer a Lifetime Comfort Guarantee.  Of the twelve comfort adjustment service calls that we did for Ms. [redacted], seven of them we did at no charge.  Of the five times that we did charge Ms. [redacted], we charged her only for the materials that were installed in her mattress.  The seven times that we didn’t charge Ms. [redacted], we provided the materials free of cost to her.  One of the components of our Lifetime Comfort Guarantee is that we charge for transportation to and from the customer’s house.  In all 12 of Ms. [redacted]’s comfort adjustment service calls, we waived that fee. We have honored our commitment and will continue to honor our commitment of the Lifetime Comfort Guarantee for Ms. [redacted].  Due to the personal and sanitary issues of sleep product use, Verlo Mattress Factory offers no refunds on used mattresses.  We are sorry that Ms. [redacted] is dissatisfied with the mattress that she has purchased from us however, we have only been doing what she has instructed us to do and we will continue to honor our commitment of a Lifetime Comfort Guarantee to her. We would like to address some inaccuracies in Ms. [redacted]’s statement.  Our cool gel memory foam comes in ½”, 1”, and 3” pieces.  With innerspring mattresses we rarely use any glue and if we do, we spot glue areas not the whole thing.  The materials that we use are of the highest quality and I would be willing to submit my specifications of these materials against any other mattress manufacturer that uses similar foams.  Her opinion of our quality is not an education opinion. Sincerely, [redacted] President Verlo Mattress Factory Fox Valley, Inc.

Review: I purchased a mattress from Verlo in Green Bay, WI in 12/13. Since that time I have paid for 4-5 changes to the mattress, as promised in their warranty....I was originally told by the Store Manager, [redacted], that all changes would be free for 15 years. Finally I found a mattress I thought was going to be right for me, The Excalibur. I visited the store on three different occasions and layed on the mattress for 15-30 minutes each visit. Sure that this was the mattress I wanted I asked that the same materials in that mattress be put in mine. As far as I know that was done, the mattress was brought to my home and I slept on it for at least a month, perhaps a couple weeks more and it felt nothing like the mattress on the showroom floor. I called the owner, [redacted] and he told me that was because the showroom model was a King size bed and mine was only a Queen size Utterly ridiculous. Also, they have a cool gel memory foam that comes in 1/2 inch slabs that they simply glue together if they need an inch or more of this foam. I consider that an inferior product. They did change out my mattress one last time for free, I think he was sck of me, but if I had know the quality of the materials or that I would be fed so many ridiculous lines I never would have purchased a mattress here and will warn others against it..Desired Settlement: I would like a refund of the full purchase price, the original purchase price, plus the amount I paid to have my mattress converted to The Excalibur.

Business

Response:

Hi, We received the complaint through you from Ms. [redacted] and I would like to address Ms. [redacted]’s situation. Ms. [redacted] did purchase a mattress set from Verlo Mattress Factory in December of 2013. Since that time we have done twelve documented comfort adjustments for Ms. [redacted], none of which were due to defects in workmanship or quality of materials. They were strictly comfort adjustments because we offer a Lifetime Comfort Guarantee. Of the twelve comfort adjustment service calls that we did for Ms. [redacted], seven of them we did at no charge. Of the five times that we did charge Ms. [redacted], we charged her only for the materials that were installed in her mattress. The seven times that we didn’t charge Ms. [redacted], we provided the materials free of cost to her. One of the components of our Lifetime Comfort Guarantee is that we charge for transportation to and from the customer’s house. In all 12 of Ms. [redacted]’s comfort adjustment service calls, we waived that fee. We have honored our commitment and will continue to honor our commitment of the Lifetime Comfort Guarantee for Ms. [redacted]. Due to the personal and sanitary issues of sleep product use, Verlo Mattress Factory offers no refunds on used mattresses. We are sorry that Ms. [redacted] is dissatisfied with the mattress that she has purchased from us however, we have only been doing what she has instructed us to do and we will continue to honor our commitment of a Lifetime Comfort Guarantee to her. We would like to address some inaccuracies in Ms. [redacted]’s statement. Our cool gel memory foam comes in ½”, 1”, and 3” pieces. With innerspring mattresses we rarely use any glue and if we do, we spot glue areas not the whole thing. The materials that we use are of the highest quality and I would be willing to submit my specifications of these materials against any other mattress manufacturer that uses similar foams. Her opinion of our quality is not an education opinion. Sincerely, [redacted] President Verlo Mattress Factory Fox Valley, Inc.