Walker's Furniture & MattressSpokane WAI am writing is response to Customer Complaint ID [redacted] , [redacted] .They purchased a Serta Insight queen size mattress with an adjustable base Including the free pillows the purchase price with sales tax was $not $4,as stated in the complaint.Attached is the photo that was taken by the delivery team show no discoloration or stains on the mattress at the time of delivery.Also attached are photos of the mattress that were submitted to Serta which show stains on the mattressAll mattress manufacturers including Serta's warranties are voided when they are stained Stains, soiled or bodily fluid penetration on the mattress voids any warranty for repair or replacement.Bodily fluid stains are a health concern with possible transmission through contact with others Our Kennewick store contacted the customers and asked the customer to clean the mattress cover They cleaned the cover and we exchanged their mattress for a new mattress.This mattress will not be warrantied by Serta because it was stained We gave the [redacted] a new mattress and we will not be able to return this to Serta for credit.We did this to provide Exceptional Customer Service even though the manufacturer's warranty was correctly voided due to the staining.I called and talked with [redacted] and told her that we will bring her a Mattress Pad Protector for free and she needs to put it on the mattress to keep it from being stained again which will void her warranty.If there is another warranty issue w will not replace the mattress again if it is stained It is my understanding that this mattress is used 24/and must have a mattress protection pad on it.If you have any questions, please call me[redacted] Walker's Furniture & Mattress [redacted] ***"Exceptional People Providing an Exceptional Shopping Experience!"
Walker's Furniture & MattressSpokane WAI am writing is response to Customer Complaint ID [redacted] , [redacted] .They purchased a Serta Insight queen size mattress with an adjustable base Including the free pillows the purchase price with sales tax was $not $4,as stated in the complaint.Attached is the photo that was taken by the delivery team show no discoloration or stains on the mattress at the time of delivery.Also attached are photos of the mattress that were submitted to Serta which show stains on the mattressAll mattress manufacturers including Serta's warranties are voided when they are stained Stains, soiled or bodily fluid penetration on the mattress voids any warranty for repair or replacement.Bodily fluid stains are a health concern with possible transmission through contact with others Our Kennewick store contacted the customers and asked the customer to clean the mattress cover They cleaned the cover and we exchanged their mattress for a new mattress.This mattress will not be warrantied by Serta because it was stained We gave the [redacted] a new mattress and we will not be able to return this to Serta for credit.We did this to provide Exceptional Customer Service even though the manufacturer's warranty was correctly voided due to the staining.I called and talked with [redacted] and told her that we will bring her a Mattress Pad Protector for free and she needs to put it on the mattress to keep it from being stained again which will void her warranty.If there is another warranty issue w will not replace the mattress again if it is stained It is my understanding that this mattress is used 24/and must have a mattress protection pad on it.If you have any questions, please call me[redacted] Walker's Furniture & Mattress [redacted] ***"Exceptional People Providing an Exceptional Shopping Experience!"