Walker's Furniture & Mattress Reviews (%countItem)
Walker's Furniture & Mattress Rating
Address: 15 E Boone Ave, Spokane, Washington, United States, 99202-1704
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+1 (509) 535-4274 +1 (509) 534-0904 |
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Over the years as a family we have spent thousands of dollars at Walkers Furniture. We loved what we purchased and never had a problem. I was with a friend who purchased a queen size mattress a Walkers brand mattress. The mattress arrived and it looked like a full size not a queen. When measured it was 57 inches wide and 78 inches in length. The customer service was humiliating as they had us measure the bed multiple times like it was going to suddenly grow. The store manager said ALL beds in Spokane measured the same it was new the standard. The tag states 59 by 79 but that is not true. They delivered a second mattress the following day. It was stated by the operational managerZach C it would be correct. They would measure the mattress before it was delivered. It was also defective and did not measure to the correct dimensions. Again it was measure and the delivery team also measured to to the incorrect dimensions as prior. The mattress is pyramid shaped from the base up. We were told that people are happy and they just couldn’t please us. Both were returned and a mattress of correct dimensions was purchased at another store. Walkers Furniture will not admit fault in the sizing and customer service is humiliating.
Hello
I purchased a beautyrest mattress/box spring set with a 10yr warranty per the salesman if any ssues cal the 800 # and it will be taken care of no questions. Well the first mistress left body impressions so I started the warranty process which wasn't easy. You email only to be given several other emails and then are required to send numerous pictures over and over. I believe it was about 10 emails and 6 phone calls before they agreed to exchange only to have the 2nd mistress squeezing. I had to contact the actual mfg this time to even get a reply from walkers after 7 emails. Again the Leicestershire only this time they sent a insurance "inspector" who simple measured imprints from a struggling on our mattress. I then received a email stating they would replace the box springs but not the mattress. Sorry but how is this helpful and where is the 10yr warranty. At this point I cut my loss but do not wish this on anyone and if they sell a product with a warranty the certainly should have to stand behind it I feel
Thank you for your time
To: Whom it may concern at Revdex.com Yakima
Re: Better Business Complaint from Customer: ***
Customer *** bought a mattress set from us in November of 2017. She filed a warranty claim on the original purchase in April of 2018 and we replaced her originally purchased bed with a new one as a result of her first claim.
In November we were contacted by Simmons (the manufacturer of her mattress) informing us that she had contacted them directly in an effort to file a claim on the 2nd bed. As soon as we heard this, we contacted the customer, scheduled a warranty inspection of her products, executed the inspection, and notified her of the results. We have no record of e-mails from customer *** regarding a desire to file a claim on her 2nd bed. If they were sent, we do not know to whom they were sent.
Mattress warranty’s cover manufacturer’s defects. They cover specific items related to the manufacturing of the bed. Mattress warranty’s don’t state ‘if you have any issues, call the 800 number and it will be taken care of no questions.’
Upon inspection, our warranty service did discover that customer Steven’s box springs were squeaky. We notified Customer *** that they were approved for replacement. Her mattress on the other hand did not show any sign of defects but rather showed the normal wear that is to be expected in a mattress.
It is this news that she is obviously unhappy about.
We addressed this claim as soon as we were aware of it and have approved replacement of the squeaky box springs.
Sincerely,
Walker’s Warranty Inquiries
Below is a copy of the e-mail we sent to customer ***.
Good Afternoon ***,
This e-mail is to follow up on your Simmons mattress warranty inquiry.
This morning we were forwarded an e-mail from you to our Yakima store manager. It took us a bit to find your records as the invoice is under the name *** "***" rather than "***." We were eventually able to make the connection.
Our records indicate that you purchased a Night Sky LFPT in November 2017, then exchanged it due to a warranty issue in April of 2018.
After that, we believe you reached out directly to Simmons to file a claim on your 2nd mattress. We heard about your desire to file a claim with Simmons on 11-23-18 when the Simmons rep informed us that you had reached out to them.
On 11-23-18 our Yakima manager then reached out to you via e-mail, and on 11-26-18 our Warranty Services department scheduled an inspection that was completed two days ago on 12/12/18. They had not finalized their assessment yet when you e-mailed our Yakima Manager this morning. However, as timing would have it, they completed their assessment as we were looking into it today.
The warranty service inspection report finds that your king sized Night Sky Luxury Firm Pillowtop has body impressions of 7/8" inch. It also states that the box springs are squeaking. The squeaky box springs do qualify as a warranty replacement item. The 7/8" inch body impression on the mattress is considered normal wear by the manufacturer and does not qualify the mattress for replacement. We have attached a copy of Simmons warranty for your information.
Warmest Regards,
Walker’s Warranty Inquiries
Complaint: ***
I am rejecting this response because: I do not feel this is resolving anything. My box spring is perfectly fine it's the mattress that is,squeeking and was never even inspected by their claims person whom came to my house. All he did was measure my mattress with a string line. I feel walkers should stand behind what their salesperson states will be covered under a 10yr warranty and replace the mattress.
Sincerely
Last year we purchased a loveseat and a couch, we went with this company because it was a more locally owned company, they offered delivery and they stated that the protection plan covered accidents that pets do such as chewing and destroying. The kicker here is my husband called about getting a claim in the loveseat since the puppy managed to destroy it and the lady on the phone just laughed at him and said that is wasn't covered.
First - we were lied to about the protection plan that we purchased where the salesperson TOLD us that it would cover chewing damages from a puppy
Second - That is very poor customer service to be laughing at a customer like that, really? Shouldn't you be sincere and providing excellent customer service? Wow blows my mind because on your website this is what you say you offer
"Our goal at Walker's Furniture & Mattress is to serve our customers in a friendly atmosphere with readily available quality furniture at affordable prices. Exceptional people providing an exceptional shopping experience."
Hello,
After reviewing Mrs. complaint with the Revdex.com our store manager Gary S tried to reach out to her on numerous occasions from the phone number listed on the Revdex.com complaint. We have had no response from the customer at this time. We would have no problem refunding her Montage Protection charge of $179.95.
We would still like to resolve this manner with Mrs. Smith.
She can reach out to Gary at 509-326-1600