Verlo Mattress Factory Stores

Within 5 months of my mom's purchase the pillow top sagged to the point of constant back pain for my 86-year-old mom. Verlo claimed this was normal. She had them firm it up but she is still not sleeping. They asked her to drive an hour away (she barely drives 10 miles anymore) and have it firmed up while she waited. The only other option they offer is to spend another $200 to adjust it some more. The store manager is arrogant and unsympathetic. They are hididng beind the warranty, but there should be exceptions and good will for the occastional customer. She is requesting but being denied a full refund while she sleeps on her couch and continues the battle with Verlo.

I spoke with [redacted] regarding the complaint concerning [redacted] ***I wanted to explain the situation [redacted] went into our [redacted] showroom and purchased a mattress on March 11, At the time [redacted] stated she did not need a foundation because she planned to use her existing one Therefore, [redacted] was charged for a mattress only Upon delivery of the mattress [redacted] discovered that the new mattress was quite a bit taller than the one she was replacing and with her current foundation it made her bed too tall overall [redacted] then went in to the [redacted] showroom to discuss the issue with one of our staff membersOur staff explained to her that we could get her a 2" foundation that would help lower the height of the bedThere would be a cost of $for the foundation; the price that would have been paid if she had bought it as a set [redacted] was dissatisfied with that price and we eventually agreed on a price of $for the foundation [redacted] also ordered a center support rail for her current frame [redacted] had requested delivery on a Wednesday, unfortunately we did not have the foundation in stock and explained that we could deliver it days later on Friday When the drivers went to deliver the foundation and center support rail they noticed that [redacted] had an antique bed frameOur drivers were not comfortable drilling holes into the antique bed frame because we had tried this in the past and did not have good resultsThey explained to [redacted] that they could not drill it in because it would risk damaging her antique frameThey could however still set it up and it would still support the center of the bed without being bolted to the frame I received a call from [redacted] that night and she was upset and said she still did not feel like she should have had to pay for the foundation [redacted] stated when she was in the showroom she overheard another customer being told they would not be charged for the foundationI explained to [redacted] that in that case the customer had already purchased a foundation and realized it was the incorrect height so we were swapping it out for the right height, which is why there would not be a charge [redacted] became very upset and said if I did not refund her for the cost of the foundation she would bash our business name all over social media In the end, I refunded the full amount she was charged for the foundation, apologized for the confusion and any mistakes we may have madeI had hoped we had taken care of the situation in a way that pleased ***, however she still went to social media I will get in touch with [redacted] today and apologize again and give her the $refund she is asking forIf you have any other questions or concerns please give me a call

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough the business did lie They stated that the delivery men did not want to drill into an antique frame In reality, they arrived WITHOUT A DRILL, and stated that they had never installed the middle support on any frame, and didn't even know how to do it if they had a drill with them The company also omitted the part where the delivery men had forgotten the foundation on delivery day, and had to go back to the wherehouse to get it, therefore making their four hour delivery window to six hours Sincerely, [redacted] ***

Verlo Mattress experts inspected Ms***'s mattress on 7/6/ We found her mattress to not be defective We determined the customer wanted her mattress to be made more firm The particular mattress that Ms*** purchased at that time was not eligible for the one-time
free comfort adjustment that our new lines currently have MsTrainer was made aware of this at the time of purchase Our salesperson correctly offered a comfort adjustment for this specific mattress for our standard fee of $ Ms*** was not happy with this response and came into the store to speak to a salesperson directly After having a conversation with Ms***, our salesperson determined that we would go ahead and offer a free adjustment in order to satisfy our customer No date for that adjustment was set at that time Our salesperson followed up by calling Ms*** twice within one week of our inspection and did not receive a response In fact, as this response is being written on 9/4/2014, the case is still "open" in our system since we have not yet heard from Ms*** Ms*** has contacted the Revdex.com instead of our store about this issue This is the first we've heard from Ms*** since she visited our store and since we attempted to contact her Nevertheless, our district manager has just reached out to her via phone to again offer a free adjustment Our district manager was unable to reach Ms*** by phone today and left a voice mail indicating our offer We are waiting to hear back from Ms*** but are committed to making this customer happy with her Verlo purchase, as we try to do with all our customers We hope she will respond to this offer and will consider speaking favorably about Verlo's outstanding customer service attempts to resolve this issue in a timely manner.Thank you

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,
*** ***
*** *** was not told her product did NOT come with guarantee The commercials do not say guarantee ON SELECT PRODUCTS, nor do the sales staff say on SELECT PRODUCTS when talking to them in the storeThe Asst Mgr said they no longer make my model of product anymore.Verlo has offered to make the mattress firmer but not to fix the support system, at this point I am waiting for Verlo to pick up mattress on Sept and return the mattress on Sept with some adjustmentPer *** ***, *** *** *** ***

We provided full disclosure on the financing terms that were offered by Synchrony on Mr*** purchaseSynchrony also has their own protocol and goes through the terms and offer with the guest when they are accepted.Ryan *** financed with Synchrony's 18-month deferred interest option
This financing requires a minimum payment of $or 3.5% for monthsMaking only the minimum payment will not pay off the loan by the end of the term and the guest will accrue interest for the entire amount financed if the loan is not paid in full by the end of the term. Attached please find a copy of the letter and the financing information signed by Mr*** with personal information covered.Please let me know if you need anything else from us.Kind regards,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although the business did lie.  They stated that the delivery men did not want to drill into an antique frame.  In reality, they arrived WITHOUT A DRILL, and stated that they had never installed the middle support on any frame, and didn't even know how to do it if they had a drill with them.  The company also omitted the part where the delivery men had forgotten the foundation on delivery day, and had to go back to the wherehouse to get it, therefore making their four hour delivery window to six hours.  
Sincerely,
[redacted]

I spoke with [redacted] regarding the complaint concerning [redacted]. I wanted to explain the situation.    [redacted] went into our [redacted] showroom and purchased a mattress on March 11, 2017. At the time [redacted] stated she did not need a foundation because she planned to use her existing one....

Therefore, [redacted] was charged for a mattress only.    Upon delivery of the mattress [redacted] discovered that the new mattress was quite a bit taller than the one she was replacing and with her current foundation it made her bed too tall overall. [redacted] then went in to the [redacted] showroom to discuss the issue with one of our staff members. Our staff explained to her that we could get her a 2" foundation that would help lower the height of the bed. There would be a cost of $190.00 for the foundation; the price that would have been paid if she had bought it as a set. [redacted] was dissatisfied with that price and we eventually agreed on a price of $50.00 for the foundation. [redacted] also ordered a center support rail for her current frame. [redacted] had requested delivery on a Wednesday, unfortunately we did not have the foundation in stock and explained that we could deliver it 2 days later on Friday.   When the drivers went to deliver the foundation and center support rail they noticed that [redacted] had an antique bed frame. Our drivers were not comfortable drilling holes into the antique bed frame because we had tried this in the past and did not have good results. They explained to [redacted] that they could not drill it in because it would risk damaging her antique frame. They could however still set it up and it would still support the center of the bed without being bolted to the frame.    I received a call from [redacted] that night and she was upset and said she still did not feel like she should have had to pay for the foundation. [redacted] stated when she was in the showroom she overheard another customer being told they would not be charged for the foundation. I explained to [redacted] that in that case the customer had already purchased a foundation and realized it was the incorrect height so we were swapping it out for the right height, which is why there would not be a charge. [redacted] became very upset and said if I did not refund her for the cost of the foundation she would bash our business name all over social media.    In the end, I refunded the full amount she was charged for the foundation, apologized for the confusion and any mistakes we may have made. I had hoped we had taken care of the situation in a way that pleased [redacted], however she still went to social media.   I will get in touch with [redacted] today and apologize again and give her the $100.00 refund she is asking for. If you have any other questions or concerns please give me a call.

Ms. [redacted]'s purchase from our "MisMatch" line (from which she made a purchase) - like all of our mattresses - did come with our exclusive Lifetime Comfort Guarantee but it did not come with one free "comfort adjustment" in the first six months or year like our current products do.  This was explained to Ms. [redacted] at the time of her purchase.Despite this unfortunate misunderstanding, our district manager informed Ms. [redacted] that we would waive the fee for this single adjustment, and the delivery for that adjustment, to match what our current product line offers in an effort to satisfy the customer.  The adjustment is currently scheduled for Sat. Sept. 20.

Review: Purchased 2 sets of sheets on 9/19/2015 , I received one set of sheets only they where suppose to deliver second sheet of sheets when they delivered bed on 10/3/2015 . Did not receive second set of sheets and they have been paid for in full since (379.00) 9/19/2015. My husband and I have called numerous times and still have no sheets.Desired Settlement: I would like my money back for the second sheet of sheets.

Business

Response:

[redacted] purchased their bed and accessories from Verlo on September 19, 2015 (see attached copy of the sales order). The customer carried out one set of their sheets on that day and I explained that it could be up to 8 weeks for the second set to arrive. I also explained that we have a "NO REFUNDS, EXCHANGES or CANCELLATIONS" policy which they understood and placed their initials by (see page too of attached sales order). The Dobas family had called multiple times to check on the status of the sheets and each time they called we explained the product was still not here and we would contact them as soon as they arrived. Last week (7 weeks from the purchase date) we left a meessage that the sheets had arrived and were avilable for the customer to pickup at our Sheboygan Store.Yesterday (Monday 11/9/15) Penny called and explained that she wanted to cancel the order for the sheets. I called [redacted] and told him that the sheets are here and I would even be willing to delivery them to their home Tuesday 11/10/15 (this morning). He asked if he could be credited back for the sheets and I explained that the sheets were part of a bigger discounted deal and we do not offer refunds, exchanges or cancellations. [redacted] later called back and said that it would work for me to deliver the sheets.Today (Tuesday 11/10/15) I delivered the sheets to their home and "[redacted]" signed for the products.The customer's order is now complete and no refund is needed. Thank you,[redacted]PresidentVerlo Mattress Manitowoc

Review: in May of 2011, I purchased a [redacted] set ( mattress and box spring) . I was told the mattress was latex and memory foam with a/coil/tubing structure that was very strong. I was told that buying the mattress and boxspring as a set was recommended for any warranty to be in place. I was further told that I must purchase a special [redacted] mattress pad for the warranty to be in place. I purchased said pad. I have a receipt showing the purchase of the bed, boxspring, and mattress pad. Unfortunately, I have no warranty documentation. At 2 years the mattress was sagging horribly. I called [redacted] and they sent someone to measure the sag. The sag is 1 inch. [redacted] said that industry standard for a sag before the manu accepts responsibility is 1.75 inch. They suggested I pay them to refurbish the mattress (make an adjustment for u300.00 or under on a 1300.00 mattress). I told them I did not want to do that since I have spent so much already. They say they can do nothing more. This is a business owned by [redacted] . Obviously, such a prominent movie chain in the Midwest should be able to offer some compensation. This ia financial hardship as I was disabled in Sept, 2009, and we live on a fixed income.

Business

Response:

Thank you for following up on [redacted] case. I am happy to report that Ms. [redacted] is now a very satisfied [redacted] customer. We performed a free Comfort Adjustment on her mattress in our Comfort Adjustment Center at our Greenfield store. The adjustment was performed on Sat., 1026. Her mattress was returned on 10/27. On Monday, 10/28, we followed up with a phone call. She is very pleased with the results, reporting that her mattress felt "fantastic" and offering to provide a testimonial as to the quality of our mattress service.

Hats off to the young man who so generously returned to make a delivery. On Saturday, October 18, 2014, a delivery person from the Greenfield, WI store called to let me know that the truck was outside of the appointed residence and no one had answered the door. After finding that my elderly father was not at home the driver said he would make other deliveries and then return. This gave me ample time to locate my father. He was home when the driver returned. Unfortunately I do not know the name of the driver but continue to be impressed by his genuine concern and positive attitude! Thank you young man AND Verlo.

Review: . I was lied to repeatedly and maneuvered into buying something I could not afford nor did I want it. When I first came into the store my intention was to buy a twin bed. I have bought from Verlo many times in the past. When I started to talk to Phyllis about the differences in the mattresses somehow we ended up on queen size beds. My ex was there and tried to tell me the mistake but was rude and I dismissed what he had to say. My mistake. The sales person was Phyllis T. of the [redacted] store on [redacted]. Al tho I also talked to her at the [redacted] store. After the Delivery of a Queen size bed which I did not need I was told by the guys that delivered it that the up and down mode could not, I repeat NOT be used unless you were laying down on the bed. Phyllis had told me you could raise the bed up and leave it that way. When she demonstrated it to me in the store, I got off and told her I could not handle the motion. At that time I did not tell her I had vertigo and falling problems, which in hind site I now know I should have. But I did not think it was her business. So I called the day after the delivery and said I could not used this bed its too big and I have vertigo and cannot lay on the bed to get it raised or lowered. Phyillis called me back and I explained everything to her and she swore she would get back to me by the next day after talking to the manager. SHE DID NOT> I waited for her call and when I did not get it I called her the day after. She said she would call me bk in a half hour. One and a half hours later she called and said since it is just a size issue the manager said No. Well it is not just a size issue. Its a health issue. when I tried to use the bed I got so dizzy from the motion I stumbled into something and hurt my foot again. TO Me she sweet talked me out of the only money I had to buy a bed.Desired Settlement: Since they say the bed cannot be returned and I cannot use the bed I want half the money paid for the bed, 1,500.00. I will need to sell the bed and can only get back half the money I spent. I need to buy a bed I can sleep on.

Business

Response:

We do our best to match the perfect bed with each customer. We are sorry that this guest was not happy with her purchase. Verlo has offered a full refund of the purchase price in exchange for returning the mattress.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: Bought mattress set 3.2.14, called store in June and talked to [redacted], said center of mattress is lacking support, he told me it would cast $200 to fix, the comfort guarantee is that in 6mo they fix defect for free. [redacted] and [redacted] came out and confirmed center of mattress was lacking support, sinks down. Salesman [redacted] called said $200 to fix and he did not remember selling me this item so he was not happy to be working with me on problem. I went in store and talked to [redacted] who confirmed the comfort guarantee if free adjustment in the first six months, with 24hr turn around. I would like the defective product fixed so it supports my body, at no cost like the guarantee is stated. This is the 5th set I have purchased from this store with no problems with other products.Desired Settlement: I want my mattress fixed to support my body at no cost to me as the comfort guarantee states.

Business

Response:

Verlo Mattress experts inspected Ms. [redacted]'s mattress on 7/6/2014. We found her mattress to not be defective. We determined the customer wanted her mattress to be made more firm. The particular mattress that Ms. [redacted] purchased at that time was not eligible for the one-time free comfort adjustment that our new lines currently have. Ms. Trainer was made aware of this at the time of purchase. Our salesperson correctly offered a comfort adjustment for this specific mattress for our standard fee of $200. Ms. [redacted] was not happy with this response and came into the store to speak to a salesperson directly. After having a conversation with Ms. [redacted], our salesperson determined that we would go ahead and offer a free adjustment in order to satisfy our customer. No date for that adjustment was set at that time. Our salesperson followed up by calling Ms. [redacted] twice within one week of our inspection and did not receive a response. In fact, as this response is being written on 9/4/2014, the case is still "open" in our system since we have not yet heard from Ms. [redacted]. Ms. [redacted] has contacted the Revdex.com instead of our store about this issue. This is the first we've heard from Ms. [redacted] since she visited our store and since we attempted to contact her. Nevertheless, our district manager has just reached out to her via phone to again offer a free adjustment. Our district manager was unable to reach Ms. [redacted] by phone today and left a voice mail indicating our offer. We are waiting to hear back from Ms. [redacted] but are committed to making this customer happy with her Verlo purchase, as we try to do with all our customers. We hope she will respond to this offer and will consider speaking favorably about Verlo's outstanding customer service attempts to resolve this issue in a timely manner.

Review: Our experience with Verlo was unprofessional from the beginning. They failed to deliver the product we ordered during the first two times it was scheduled, never updated our phone number after repeated requests to do so and then when delivery finally occurred it was the wrong size. They said they would order the correct size but never did. Finally, we requested a refund of our deposit and to cancel our order (after 3 weeks of this nonsense). We still haven't received a refund.Desired Settlement: We would like our account refunded the deposit we put on the original order.

Business

Response:

This is in response to dispute over money owed to customer. We have tried calling customer and have sent emails stating we would refund money. They have not come in or called. Here are the emails sent to customer

Review: I ordered a box spring in late February (full, split, low profile). I still do not have it as of the typing of this complaint (Thursday August 7th, 2014). I visited the [redacted] store twice since ordering (May 10th and July 31st). Each time I was told I'd have it by the following Thursday. They did not deliver. On July 31st a friend was with me and suggested that since I've been so inconvenienced for 5 months that the least they could do is offer me free delivery. The salesperson agreed, but it's still wasn't delivered. In early July I called the headquarters office and left a message with [redacted] (**?). He has not returned my call. He was in the [redacted] store on July 31st when I stopped in and would not come out front to talk to me. No one from Verlo has ever returned a call from me, or emailed me, or informed in in any way at any time as to what the problem is. I've had to initiate every step of the way and always get the same non-answer. At this point I'm at a complete loss as to how to proceed with Verlo.Desired Settlement: Refund by check. Verlo has wasted enough of my time.

Business

Response:

Thank you for forwarding this customer's complaint to me directly. I asked our [redacted] to look into this issue personally. I spoke with him this morning and we discovered the root of the problem.

Review: My wife went to Verlo to buy a new mattress. She was poorly serviced and was sold a very poor mattress that does not serve either of us. She was visibly uncomfortable on the mattress. Which we had serviced and still was not to what we asked for, but they did bring it in and seen the discomfort.

they have promised to fix the mattress but now will not return calls and it is effecting y wifes back issues, and I am not getting a good nights rest. I have epilepsy and need sleep, deep sleep. My wife has spinal stenosis and other back issues that are made worse by the mattress.

At this point I am registering a complaint and considering a lawsuit based on unethical sales and service practices. She told the people she needed a memory foam mattress and now we just want an exchange for what should have been sold in the first place.Desired Settlement: Exchange for the mattress that should have been sold to us from the start. A memory foam mattress and the setup we need for our sleep needs.

Business

Response:

We spoke with Mr. [redacted] on 12/18. During our discussion Mr. [redacted] agreed that they were satisfied with their current mattress based on the last comfort adjustment we performed adding a number of layers of gel and soft foam developing a comfort feel that is a foam based feel they are looking for. The original mattress purchased was a pillowtop, Mr. [redacted] wanted to exchange for a Foam mattress or Hybrid. We were able to provide similar comfort through two comfort adjustments provided free of charge. We did also offer an option to return their current mattress for a foam option, with a small charge for this exchange , Mr. [redacted] chose to instead take the free comfort adjustments.Mr. [redacted] stated that he is happy with his current mattress. We consider this request complete and appreciate the opportunity to provide our feedback.

Review: We bought a mattress and adjustable base and it was delivered. Upon delivery the delivery drivers scratched our living room floor in three spots. They dropped the base. Then when taking the base up the stairs they scratched the base on the walls and damaged the corner of our walls. They also tore the hand rail out of the wall.Desired Settlement: I need to have my floor fixed this floor is less than a year old. I feel like we are just getting a run around. They sent a manager out to look at the damages, contacted a floor guy to see if they could find pieces to fix the floor and nothing yesterday a general manager is more or less giving us more run around. I need to have my floor repaired.

Business

Response:

August

22, 2013

RevDex.com

Complaint

ID: [redacted]

Dear

Mr. [redacted],

Thank

you for allowing Verlo Mattress Factory the opportunity to reply to the

complaint you recently received.

Verlo’s

Position:

Verlo

Mattress Factory sincerely apologizes for accidently scratching the customer’s

floor during delivery. Although we train our delivery personnel to be careful

and respectful of our customers’ homes, accidents can unfortunately happen.

Verlo is always willing to take responsibility when this occurs, and provide a

fair solution to our customers.

As

the customer stated, the delivery employees immediately called our store to

report the incident. A manager went out to the customer’s home to survey the

damage. Verlo offered to have the floor professionally repaired. The customer

declined the offer, and requested a new floor. Verlo agreed to replace the

entire floor, and asked the customer to provide information about the flooring,

i.e., the manufacturer, product name, where it was purchased, etc. Once the

customer provided the information, Verlo contacted the original store only to

discover that the retailer no longer carried the discontinued flooring. After

trying unsuccessfully to source the flooring at other retailers, Verlo offered to

replace the customer’s entire floor with a new one using a comparable laminate.

Verlo than notified the customer of this option - only to be told by the

customer that they didn’t know if they wanted it and would get back to us. To

date, we are still awaiting the customer’s decision.

Having

to source the flooring understandably took more time than we – or the customer

– would have preferred. There was never any intention to provide anything other

than a timely solution to this issue.

Sincerely,

Consumer

Response: