1800Mattress.com

Case#: [redacted] On September *, 2014, [redacted] placed an order with 1800Mattress.com for a Serta full size mattress and box spring along with a Serta universal metal frame for her son in Buffalo, NY. Since Buffalo is outside of our normal delivery footprint, 1800Mattress arranged...

for a third party shipping company to make the delivery. [redacted]’s delivery was scheduled to arrive by approximately September **, 2014.On November *, 2014, [redacted] contacted 1800Mattress’ Customer Service Department stating her son never received the frame in September. [redacted] was informed due to the length of time that elapsed, the only option was to purchase a new frame. [redacted] was offered a Corporate Discount towards the purchase of a new frame. This was left as a message for her. Upon receiving the message, [redacted] contacted our Customer Service Department back dissatisfied with the resolution offered. [redacted] was asked to have her son call to elaborate on what transpired during the delivery to have the matter further investigated. [redacted] refused to have her son call and requested to speak to a Supervisor. With assistance from the Supervisor on staff, the Customer Service agent reached out to the department that handles our “out-of-footprint” deliveries. After further review, our records showed that [redacted]’s son signed and accepted the delivery.  However, an inquiry would be opened with our third party shipping carrier to obtain additional details.On November *, 2014, 1800Mattress reached out to [redacted] to follow up with her regarding the missing frame. [redacted] was left a detailed message on her home number that the matter was still being looked into with the third party shipping carrier. Once a definitive answer was available, a follow-up call would be placed. On November **, 2014, [redacted] contacted 1800Mattress’ Customer Service Department, stating the third party shipping company left an invoice with her son showing the frame was not on the order.  [redacted] received a copy of the invoice from 1800 Mattress when she made the purchase which did include the frame.  We advised [redacted] the third party shipping company had not responded back from the inquiry sent on November *, 2014 and would need to follow-up with them.  Dissatisfied with the response that she received, [redacted] filed a complaint with your agency.  Upon receipt of the complaint, a Customer Relations Representative reviewed [redacted]’s account and confirmed the third party shipping company did not have [redacted]’s frame.  [redacted] has been contacted and was left a detailed voice message offering to ship the frame via [redacted] should it not require a setup. Should [redacted] wish to accept this offer, please have her contact our Customer Service Department to have this completed. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Case#: [redacted]
On March **, 2014, [redacted] contacted 1800Mattress.com Customer Service
Department claiming that the mattress and box spring she purchased in July 2013
was sagging and squeaking.  We
coordinated for an inspection of the merchandise as...

this was potentially a
warranty issue. On March **, 2014, we dispatched a third-party independent
inspection company to [redacted]’s home and the inspection results revealed
that while the mattress was up to the manufacturer’s standards, the box spring
did not meet the manufacturer’s standards and therefore, deemed defective.
Pursuant to the manufacturer’s guidelines, [redacted] was advised that she
was entitled to have her box spring exchanged.
On April *, 2014, [redacted] advised that she is not happy about paying a delivery fee
of $99.99 to replace her box spring. We advised the customer that as per the
terms of the manufacturer’s warranty agreement, the customer is responsible for
the transportation cost associated with replacing defective merchandise. The
customer requested that we make an exception and waive the delivery fee. As we
were unable to waive the total fee, we reduced the cost and charged her
$69.99. 
 
We contacted [redacted] on April **, 2014 and apologized for any inconvenience
she may have experienced. However, we reiterated the terms of the
manufacturer’s warranty and assured her that this was not a 1800Mattress.com policy.
We also advised that we accommodated her by reducing the fee to $69.99.
 
Since we have resolved [redacted]’s complaint, we believe that no further action is
required at this time.  If you have any
further questions please contact [redacted] at ###-###-#### or
[redacted].

Case #: [redacted]
 
On October **, 2013, [redacted] contacted
our Customer Service Department claiming to have a concern regarding the Titan
box spring purchased from 1800Mattress.com in August of 2013.  Since this was what would be a...

potential
warranty issue, we coordinated for an inspection of the box spring. The results
of inspection revealed that under the manufacturer’s warranty guidelines the box
spring was in fact not defective. Pursuant to the terms of the warranty, 1800Mattress.com denied [redacted]
[redacted] the box spring exchange (see attached inspection results).  
 
On October **, 2013, [redacted] called our Customer Service Department inquiring about the results of her
inspection. [redacted] was advised at that time her merchandise in accordance
to the manufacturer guidelines was in fact not defective. [redacted] thought
this to be unacceptable the representative handling the call escalated the
concern to management. As a courtesy and taking [redacted]’s concerns into
account as a one- time accommodation we agreed to exchange [redacted]’s box
spring outside of the warranty in pursuit of Customer Satisfaction. The box
spring was an even exchange however the delivery fee in the amount of $99.99,
plus tax is applicable. 
On July **, 2014, upon receipt of this complaint from your office a member of our Customer Relations Department
attempted contact with the consumer with no success. A message was left at
###-###-#### as well ###-###-#### currently awaiting the consumer call back.
We are unaware and were prepared to convey to [redacted] that the box spring
in question was in fact not defective the exchange was a sole courtesy in which
the delivery fee of $99.99, plus tax applies and therefore non-refundable.
We apologize for any inconvenience not being able to refund [redacted] or offer any monetary relief regarding her
delivery fee may cause.  Since we have reviewed
the consumer’s complaint we believe that no further responses are required as
there will be no additional offers being made. 
However, if I may be of further assistance, please contact [redacted]
at ###-###-#### or [redacted].

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 and the matter has been resolved.
Sincerely,
[redacted]

Case #: [redacted]
1800Mattress.com is in receipt of your inquiry regarding [redacted].
Upon review of [redacted]’s complaint, our records indicate that the customer advised our representative on the date in question someone was in the residence. The consumer phoned her...

residence and had the available individual inside the home accept the merchandise. It was at that time the driver obtained a signature and delivered the merchandise.
We apologize for any inconveniences this may have caused [redacted]. Unfortunately we are unable to offer any monetary refund to [redacted]. Please feel free to contact [redacted] at ###-###-#### or [redacted] for further assistance or should you require additional information.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am surprised that [redacted] is surprised as she did not check the issue date of the last e-mail to you, the Revdex.com which was before our conversation. The men did not show up on the [redacted] as were promised to remove the mattress and box spring, no-one called either. [redacted] tried to call the delivery and no-one answered, they showed up on a date that I had to re-make with the company, the [redacted] of November, 2014 between 10 a/m and 2 p/m. [redacted] did promise that she would issue the refund in the amount of $1,711.99, I have not received that as of yet, nor is it pending on my bank account [redacted]. 
Thank you for your time,
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted],
and have determined that my complaint has NOT been resolved:
 
The business states that the "box spring" was not
defective, but replaced as a courtesy.  First of all, it was NOT a box
spring, but a Titan "knock down" base, which was recommended because
it is more easily assembled in small spaces and because it is made of a series
of wooden slats which support the mattress for firmness.  However, the
knock down base was either defective or not assembled properly, because the
sides of the base separated as my son slept during the night, causing the
wooden slats to fall, and the mattress to sink in as he slept. Each night my
son was woken up out of his sleep and had to attempt to move the wooden slats
back into place.  This should never have happened to a brand new mattress
and knock down base set which cost almost $800.00. 
The inspector who was sent by the business took photos and said he was going to
recommend that we get a new base because he could absolutely see the problem we
had explained. My son took photos as well. (Please see attached photos of the
faulty side of the knock down).  However, a few weeks after the inspection
we were told that it was determined that there was no defect with the "box
spring." When I re-explained the entire issue and that it was not a box
spring but a base that had to be assembled, I was told that as a courtesy we
could receive a new base but that I would have to be responsible for the
$99.99 delivery fee plus tax.  I paid it only because the business would not
schedule delivery without a credit card payment of $99.99 plus tax. 
Since my son needed a decent mattress and undisturbed sleep, I paid the
fee.  However, I feel this is unfair.  There has been no problem since
the new knock down base was delivered and assembled. 
The original base was either faulty or incorrectly assembled.  The men who
delivered the original base and mattress admitted to me on that day that they
had never seen a "knock down" base, and had never put one together. 
I do not blame these men as they did the best they could, but possibly, having
had no prior experience with a knock down base, it may have been assembled
incorrectly.  I feel that the company should be responsible for the
$99.99 delivery fee plus tax for the new base, as they claim to be a company which
stands behind their product.
 
 
In order for the Revdex.com to appropriately process your
response, you MUST answer the question above.
Sincerely,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Upon receipt of [redacted]’s rebuttal, a Customer Relations Representative made several attempts to reach out to them but to no avail. According to our records, their merchandise was delivered by [redacted] on October *, 2016. We sincerely apologize for any inconvenience that this delay may have caused [redacted] We understand [redacted]d declined our offer of a complementary accessory, but we are unable to offer a monetary refund of their purchase. If they have any additional concerns, please have them contact Sleepy’s for assistance. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle R[redacted] at ###-###-#### or [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: 
I completely disagree with the inspection report which falsely claims we had insufficent box spring support which caused the mattress to sag.  This is completely false as the box spring is within a year old and has no defects or problems or insufficencies. 
The mattress purchased from this company sagged from the very beginning.  It is a new purchase and clearly has a defect which should be covered by existing warranty.  This company is filing false inspection reports to avoid additional costs on the part of the company.  It is unrealistic to respond by saying our new warranty for this new mattress is null and void.  This is unfair and corrupt.  1800 mattress responds by stating they will give us a discounted price on a future purchase.  This is unacceptable. 
I stand by my confirmation that this mattress we purchsed has a clear and visible defect in the form of sagging and that the existing box spring we have as a foundation for our bed is fully functional and without defect or insufficent support.  The box spring is NOT inoperable or defective or broken or insufficent.  We are clearly only asking for a good faith response and monetary credit for the defective mattress under the warranty exisiting.   
Thank you for your time.
[redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Case# [redacted]On July **, 2011 [redacted] received delivery of king size Sealy mattress set.  On March **, 2015 contacted out Customer Service Department stating that the mattress was visibly sagging and making noise. Since this was what would be a potential warranty issue, we...

coordinated for an inspection of the merchandise. On April **, 2015 both the Sealy king size mattress and box springs were inspected by a third party independent inspection company.  The mattress was found to have stains. Pursuant to the terms of the manufacturer warranty, the customer would not be entitled to an exchange of the mattress as any stains, tears, rips or burns render the warranty void.  On May *, 2015 [redacted] was advised of the outcome of the warranty claim and offered the option of making a purchase of replacement mattress but with employee discount pricing applied.  [redacted] purchased a king size Sealy set that day which was delivered on May *, 2015. Dissatisfied, [redacted] and [redacted] filed a complaint with your Agency looking for a refund of the purchase price that was paid for the new merchandise on May*, 2015 as they felt the warranty inspection results are inaccurate.  On May **, 2015 A Customer Relations Representative contacted and spoke to [redacted].  In an effort to resolve the complaint and as a gesture of goodwill, [redacted] was offered an accessory item at no cost as compensation for his dissatisfaction as we are unable to offer the refund that he is looking for. [redacted] declined this offer and advised she will continue to pursue her complaint. As we are unable to accommodate the customers’ request for a refund, we feel that no further action is required. If there are any questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Your Answer Here]
 Thank you for helping me proceed with my complaint.  After I was told that I had to purchase a new mattress, I sent an email back to [redacted], the person I was dealing with at 1-800-mattress, which she, nor [redacted], the [redacted] I had spoken to when I disagreed with their decision, never responded to.  Basically, I explained the same thing I will say here, the reason I am rejecting their offer.  They called me after they were informed of our formal complaint with your organization and offered us a set of bed sheets or, if we didn't want the sheets, a pair of pillows, as compensation for not giving us a new mattress set.  I declined, as I found it to be offensive to think that a set of sheets or pillows would be comparable to the $843.48 we were forced to pay for a new mattress and box springs after they said that our 10 warranty was void because there was a very insignificant water stain on the mattress.  I also want to point out that they never said anything about my warranty until I disagreed with their conclusion that our extreme dips on either side of the mattress and the noisy coils in the box springs (which the examiner never even looked at) were not worthy of replacement.  They then stated that the "stain" voided our warranty.  I immediately sent them pictures of the mattress protector that was supposed to defend against any damage to the mattress.  You will see in the pictures that the underside of the protector was damaged and ripped, which we were unaware of until the inspector took it off.  We were instructed to keep the protector on at all times or the warranty would be void, so, since we followed directions and never took it off, we were not aware that the underside of the protector was faulty.  We are still asking for a full refund, due to the fact that it was their own product that did not protect our mattress and thus voided our warranty. Thank you again for your help to resolve this matter amicably. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]  %

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Nov [redacted],  I did indeed get 4 voicemails this past weekend with the proposed [redacted] the frame solution to my son.I would find that acceptable and tried to call [redacted] to confirm. After speaking to 2 people and 20 minutes on hold I was told that it was not determined if the frame I ordered could actually be sent via [redacted].  I was told I would be called back with the answer within the hours over 2 ohours ago.I would of course like the frame I ordered, I believe it was over $50.00.  I have read the 1-800- Mattress response and do not completely agreed with their report. I was never told my claim was too old, instead I was told to buy a new frame. ( MY son was told that a new frame would be sent- I gave it a while to see if that would actually happen- and therefore the wait). Regardless the frame has not been delivered and the complain should not be considered resolved.~[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Case # [redacted] Sleepy’s is in receipt of a rebuttal from [redacted].  On March **, 2016, a Customer Relations Representative spoke with [redacted] to further assist. [redacted] was advised that her king size Stearns & Foster mattress only, will be removed from the premises on March **,2016. [redacted] is aware that she will need to dispose of the box spring herself. Since we have resolved [redacted]’s complaint, we believe no further action is required at this time. If I can be of any further assistance, please contact Karen M[redacted] ###-###-#### or [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I returned [redacted] call and left a voicemail. There has been no resolution as of this time. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Case #: [redacted] is in receipt of your inquiry regarding [redacted].Upon receipt of the consumers complaint the invoice was accessed where our records indicate a refund in the amount of $99.99, her been restored to [redacted] Credit Card last four digits [redacted], on...

September **, 2015.   We are profusely apologetic for any inconveniences [redacted] may have experienced. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Case#: [redacted] We have reviewed [redacted]s claim and are pleased to advise the complaint filed by [redacted] is resolved. On January **, 2015, 1800Mattress refunded $163.30 back to the [redacted] card on file ending in [redacted]. In regards to [redacted]s request for the delivery charge to...

be refunded, this offer would not be accommodated. [redacted] received a delivery of his Classic twin size box spring on January **, 2015 and the said charge is for services rendered.We believe no further action is necessary. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or at [redacted].

Revdex.com:
In reference to complaint ID [redacted], this matter has been resolved.
Sincerely,
[redacted]

Case# [redacted] Upon receipt of the complaint filed by [redacted], a Customer Relations Representative reached out to the vendor to check the status of their delivery. The vendor advised that there was an unexpected delay and their order will be shipped by the first week of October....

In the pursuit of customer satisfaction and as a form of apology, we offered complimentary sheets; which they declined. [redacted] informed the representative that she will follow up once she receives her bedding. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle R[redacted] at ###-###-#### or [redacted].

Case# [redacted] Upon receipt of complaint filed by [redacted] with your agency, a Customer Relations Representative contacted her on April **, 2016 to no avail. A detailed message was left with a call back number. The representative has made several phone...

calls to [redacted] at phone number ###-###-#### and ###-###-#### with no success. If [redacted] is still in need of assistance with her mattress she can contact her Representative at her earliest convenience. At this time we believe no further action is required. Should you require any additional information, please feel free to contact Kuina C[redacted] at ###-###-#### or [redacted]

Case [redacted]On December **, 2014, [redacted] purchased from Sleepy’ s  a king size Stearns & Foster mattress and box spring.  She received delivery of her new bedding set on January **, 2015.On March **, 2015, [redacted] contacted Sleepy’s Customer Care Department to...

advise the felt material on the bottom of the box spring was torn.  An exchange was processed and delivered on January **, 2015.On January **, 2016, [redacted] contacted Sleepy’s Customer Care Department regarding a potential warranty claim; an inspection of her merchandise was coordinated. [redacted] would be required to conduct a self-inspection of the possible defect reported by taking the necessary photographs and completing a questionnaire; dissatisfied, [redacted] requested to speak to a manager and disconnected the call. On February **, 2016, [redacted]’s Salesperson contacted Sleepy’s Customer Care Department to inquire on her inspection results. The Representative advised that a self-inspection was not completed by [redacted]. The Salesperson advised our customer has visited the store on numerous occasions expressing her discontent with our warranty process.  On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department requesting to speak with a Supervisor.  While a Supervisor was being located, [redacted] requested a call back and ended the call.  On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department and was transferred to a Customer Relations Representative.  The representative advised of guidelines and next steps. Dissatisfied, [redacted] disconnected the call. On March *, 2016, [redacted] was contacted and advised that Mattress Marshalls, a third party inspection company, would be performing a live inspection and scheduled an appointment for March [redacted]. Upon receipt of this complaint filed to by your agency, a customer relations Representative reached put to [redacted] on March *, 2016. A Customer Relations Representative reached out to Mattress Marshalls and requested the inspection results to be expedited. The results deemed the mattress was not up to manufacturers standards. [redacted] was issued a warranty store credit in the amount of $1671.79 plus tax in accordance to warranty terms. [redacted] declined this credit and requested a monetary refund. The Representative partnered with the vendor, Sealy, and after further consideration, the vendor approved a refund for the mattress only.    Since we have resolved [redacted]’s complaint, we believe no further action is required at this time. If I can be of any further assistance, please contact Karen M[redacted] ###-###-#### or [redacted].