Mattress Direct

The picture the customer provided does not show a clear and visible defect Because of the lack of a body impression, we were unable to receive an approval for his warranty The top of the bed in the photo provided looks perfectly flat In comparison, please review the attached photograph of a product that was recently approved for a warranty This is what a body impression / sag looks like on a defective mattress Thank you, [redacted] Mattress Direct, Inc

When this customer originally submitted a warranty claim, we replied to let him know we needed a picture that showed the defect in question with no linens on the mattress However, when we attempted to contact him, the email bounced back as undelivered because the customer had provided a non-working email address as their point of contact Attempts from customer service to follow up to rectify this situation were unsuccessful Due to lack of future contact from the complainant, we assumed the problem had been solved After receiving this Revdex.com notification, we were able to use the info provided to get in touch with the customer and provide step-by-step instructions on how to get their warranty processed quickly and effectively We look forward to helping this customer solve their issue

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Contact Name and Title: [redacted] VP Contact Phone: XXXXXXXXXX Contact Email: ***@stlmattressdirect.com When this customer visited our showroom, they ordered a mattress set as well as some center support barsWe contract with a delivery company to take care of installation at customer homesWhen they arrived, they found the customer was using bricks to support their bed setThe delivery crew expressed concern with the homemade setup, as it can often interfere with how the bed performs compared to proper supportsThe customer insisted the bricks were acceptable, and the delivery crew did the best they could with the rudimentary materials provided to them, all the while letting the customer know the process was not ideal, to say the leastThey delivery crew took extensive notes and photographs of the setup, as they were uncomfortable with the entire process, but did their best to make the customers happy The delivery company always offers best recommendations on how to get optimum usage out of the mattress setWhen customers choose to use non-standard, homemade pieces to make the bed look how they'd like, there can be issues, such as the ones described hereThe decisions made by the customer were done despite the advice of our professionally-trained teamFor this reason, we are not responsible for the alleged issues described above

Complaint: [redacted] I am rejecting this response because:Their statement is not truthful and correct I have emails from the store manager stating otherwise regarding the bed The first time we received the mattresses, in addition to the tear, the FULL LENGTH OF THE BED (not the corners) sloped The store manager said give it about one week and it should level outIt did not The second set of mattresses we received did the same thing, now she is backstepping and saying this is normal This is not a small slope, this is an extreme slope I put a level on it and the bubble of level is completely to the side If you put a ball on it it would roll off The problem we have in regards to trying to find something else is the customer service has been AWFULShe cared when we were buying something, but now she does not seem to care at all We are very concerned to do any additional business with this company because it is so bad I have let her know we wish to deal with her manager because of her lack of customer service and lack of response, but no one is calling!!! This product does not slope on the showroom, we would not have purchased this bed if it did We would like a refund back for the mattresses and go buy mattresses with a different company, not to get in any deeper with this company Sincerely, [redacted]

At Mattress Direct, we give customers an entire year to make sure they love their mattress What we ask is customers try the bed for at least sixty nights If they decide the bed is not right for them, they have 100% of their purchase price toward any other bed in the showroom for a year Often times when beds are brand new, there's a slight break in period, not unlike a pair of shoes Additionally, some beds have a "new car smell" for a few days, but they are most certainly non-toxic and adhere to all applicable regulations Sleeping hot is a very complex issue, and Dormeo has a great reputation for designing cool beds However, it sounds like this particular model is not right for this customer The great news is once the sixty night trial period has elapsed, he will have his entire purchase price toward any other mattress in the store We look forward to helping this customer find a mattress that suits his needs better

Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Contact Name and Title: [redacted] - VP Contact Phone: XXXXXXXXXX Contact Email: ***@stlmattressdirect.com At Mattress Direct, we are able to process most refunds immediately in the storeWhen a check refund is needed, it often takes 2- weeks, as the accounting department only processes them once a monthWe let this customer know about the timeline at the time the refund was requestedTheir refund request was entered on the 9th, so we were surprised to see this complaint, as the check was processed and mailed before we received this notificationThe refund will arrive within the 2-week time frame, as promised

At Mattress Direct we always do our best to facilitate warranty claims with the manufacturer, and to make that process as easy on the customer as possible This particular customer reached out to us concerning his bed, and we filed a warranty claim with the manufacturer on his behalf According to the language of the warranty, which was included with the bed at the time of delivery, any body impression over three-quarters of an inch is considered defective However, The photographs provided to us were determined by the manufacturer to show a body impression of less than half an inch, which is considered normal If the impression continues to worsen, we will be happy to re-submit the claim with the manufacturer on the customer's behalf In the meantime, we recommend regular rotation to help ensure the mattress wears in evenly

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Contact Name and Title: [redacted] - COO Contact Phone: XXXXXXXXXX Contact Email: ***@stlmattressdirect.com When this customer made a purchase in our store, he asked that we remove a twin XL mattress setA "set" is known in the industry as a mattress and box springs, which is part of our delivery procedureWhen our drivers arrived at the house, we learned this customer actually wanted us to remove an adjustable mechanical baseOur policy paperwork, which was given to this customer at the time of purchase, clearly states: "Furniture, waterbeds, air bed, adjustable bases and bed frames cannot be moved or removed." Our drivers let the customer know we could not remove his baseHe became irate, and cancelled his orderWe processed a refund that very same dayWe are sorry there wasn't better communication set up with the customer to meet his expectationsHowever, we have fulfilled our obligation in getting him a refund, and have no further business with himWe consider the matter closed

When customers buy a bed from Mattress Direct, their bed is covered by a manufacturer's warranty, as well as our industry leading year-long direct assure policy In the rare event a bed is defective, Mattress Direct is happy to facilitate the warranty process through the manufacturer, but we do need a photograph of the defect in question to make that happen We recommended several ways the customer could obtain a photo, but she ultimately decided to go another route The Direct Assure gives customers 100% of their original purchase price toward any other bed in the showroom for up to a year after their initial purchase This customer decided to wait for the newest lineup before making her decision, but delays in production led to this new lineup not being available until after her year had elapsed However, she did have the option of choosing from any of our 40+ models on the showroom floor in the interim instead of waiting That said, it sounds as though there were some communication mix-ups during this process, which we apologize for We are still able to help this customer file a warranty claim, and will also assist her in re-selecting a new bed even though her year-long period has elapsed I have personally reached out via phone twice a day since receiving this complaint but have not yet gotten a response from the customer I look forward to resolving this issue amicably and promptly in the near future.Kindest Regards, [redacted] ***Executive Vice PresidentMattress Direct, Inc

Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Contact Name and Title: [redacted] D - Vice President Contact Phone: XXXXXXXXXX Contact Email: ***@stlmattressdirect.com This customer submitted a warranty a claim on their mattress purchase on April We were happy to file on their behalf with the manufacturer and asked them to submit a picture of the defect in questionAt that time, we let them know the warranty process, which is handled by the manufacturer, not Mattress Direct, can often take four to six weeksThis warranty claim is still active, and in processAs soon as we hear back from the manufacturer, we will be contacting this customer with more detailsAdditionally, When the claim was filed, we reminded the customer of our industry-leading Direct Assure policy which will allow them to choose another bed if they feel the comfort or support level of their current set doesn't match their needsThis is available regardless of the outcome of the warranty claim We are a bit confused on why this Revdex.com complaint existsWe have submitted the warranty, as requestedWe have also offered an alternative solutionMattress Direct will be in contact with the customer as more information becomes available

When the merchandise was delivered to the home there was a small tear on one of the mattresses At the time we became aware of the issue the customer also mentioned a sloping at the corners of the mattressWe explained that it was in variance with this type of upholstered product and that we would replace them both If the mattress is defective, it is covered under the manufacturer's warrantyIf the mattress is uncomfortable, they have an entire year to re-select in our showroom and receive 100% of their purchase price toward any other bed on display Our policies are clear and fair, and we go over them with each and every customer at the time of purchase This customer read, signed, and initialed a sheet indicated their understanding of our [redacted] policy, and the fact we do not offer full refunds We look forward to helping them find a mattress more suitable to their comfort needs

This customer bought an floor sample mattress from our company It was delivered and signed for in good condition, and there were no stains in the photos our delivery team took when installing the bed set The delivery took place on a Saturday, and the customer reached out to the Attorney General the very same day We had no idea there was even an issue until we received notice from the AG's office Monday morning Whenever there is a delivery issue, we strive to get it solved as soon as possible If the customer would have reached out to us directly, we would have been happy to address it sooner That said, we allowed this customer to exchange their mattress for a different one once we knew there was a problem When the customer enacted their exchange, they came into the showroom and pretended to be brand new customers The person on duty that day was our Director of Operations, who is one of Mattress Direct's longest tenured and most skilled employees He helped the customer find a bed they liked: the Beautyrest World Class Hawkeye Plush Hybrid They let our employee know after they chose a bed they were actually there for an exchange, which of course he was happy to help them with After writing up the exchange, they customer mentioned their daughter had also purchased a bed from Mattress Direct This was mentioned conversationally, after the transaction had been processed The particular mattress their daughter bought is not a mattress we carry any longer, and is also a more expensive model than the one they selected The customer at NO time a) asked to see that mattress (it was not even in that showroom) b) asked to purchase that mattress c) asked for the same mattress their daughter had They simply came in, tried beds, picked one out, and that's what we delivered to them It is also worthy of note that we had no idea this customer was not happy with the second mattress they selected; they have not reached out to our showroom, but instead went directly to the Revdex.com This customer has not attempted to work with our staff to resolve their issues, and has not been honest or forthright in the way they've describe how things happened All we can do is deliver the products the customer ordered, which is exactly what happened in this case We have double-checked our delivery records and can confirm the bed in the home is the bed they ordered and can provide photos Our A+ rating with the Revdex.com is a result of having clear, open communication with customers as well as extremely principled policies which are always presented in writing We find it's easiest to resolve issues when customers also display the same level of fairness and honesty

Complaint: [redacted] I am rejecting this response because:they can simply send a representative to take an accurate measurementA picture is not an efficient or effective way of accurately measuring the depth of the impression Sincerely, [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 Sincerely, [redacted]

The customer in question came to our store in Gulfport Mississippi and purchased a Serta Mattress. The mattress is manufactured by the Serta Corporation and they are the company that carries the warranty on the product. We do assist our customers with the warranty claim by having a Serta
Representative come to our office weekly to review all warranty claims. The ultimate decision of the claim is in the hands of the Serta Corporation. The mattress does have to fit certain criteria to qualify for the warranty replacement. The depression in the mattress has to exceed 1/inches in order to qualify. This is available to view on the Serta website under the warranty information. The photos were submitted by the customer at the office and the Serta Representative determined at the time that the depression did not qualify the mattress for replacement. A letter was sent to the customer on 6/21/explaining the results of the claim. If the mattress depression has gotten worse the customer can resubmit the warranty claim at any time. This is a courtesy that we provide for our customers but again this is not a warranty with Mattress Direct but with the Serta Corporation

The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictionsThe mattress in question has an industry standard year full warranty that qualifies for repair or replacement if there is an impression or body signature of over 1/2" with out any weight or objects on the mattress in a non-quilted or tufted areaAnything below this measurement is considered in the limits of wearThis process has been succesful in order to not accrue any cost to the consumer making the warranty claim. In order to have an in home inspection from an authorized *** *** inspector they would have to contact the manufacturer directlyThe information for contact has been provided. Phone: ***Email: ***

Complaint: ***
I am rejecting this response because:I was 100% told that I could return the matress there was no mention of exchangeSo if there policy is to only exchange beds then there employee must have had brain fog that day or was using the bait and switch scam They claim that I received something telling me about there policies which I also did notThis company is seriously ridiculousThey have made this whole experience a nightmareI want my refund like I was told I could have the day I purchased this matressIt's not my fault if there employee misspoke or liedwhy should I be punished for his wrong doing?!?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/17) */
Contact Name and Title: *** *** - EVP
Contact Phone: XXXXXXXXXX
Contact Email: ***@stlmattressdirect.com
When this customer told us she was having trouble with her mattress, we immediately helped facilitate a warranty claim with the
manufacturer, and the claim was approvedWhen we sent the customer email notification regarding the approval of the warranty, it included a note from the manufacturer stating the customer's mattress needed to be free of stains, rips, and holes in order for the exchange to be executedAfter approval of the warranty, we did not hear back from this customer for another daysUnfortunately, when we finally did hear back, and the crew arrived at the house to finish the process, they found the bed in question was heavily stained and soiled in several placesThey took numerous photographs of these stains, which we can provide if neededThe crew notified the customer they were unable to do the exchange due to the stainsThe "no stains" policy for a warranty is industry-standard, and is found in the warranty of literally every mattress manufacturer and retailer in the businessThat is why we always recommend the use of a mattress protector to every single customer who buys a bed

Complaint: ***
I am rejecting this response because:First of all, my complaints began about months after I got the mattress I was told to submit pictures of the mattress I don't have a camera so it took me a while to do so I was told they weren't acceptable and to send more I recently submitted pictures and again was told to submit more I even tried calling the manufacturer last June when I was in Columbus, Ohio where they are located.Let me tell you about the mattress--and what I am saying goes back to my original complaint The side of the mattress is compressed if I sit on it, there is a noise which is either something broken or apart inside the mattress it sounds like broken pieces of wood rubbing together--a creaking sound The side of the bed where I sleep (and yes, the mattress was turned) is so compressed that it is noticeably lower than the other side of the king size bed It's hard to get into a bed with the side compressed, and when I do I can try to get to the center of the bed (remember that the side I am on slopes downward) In the middle of the bed there is a raised area from the head to the foot, and I cannot possibly get over itThere have been nights when I've woken to find myself rolling almost out of the bed and onto the floorI should add that I am a Senior and consider this a serious manner I have asked that someone come out and see this miserable mattress They only ask for more pictures, which Brandon at the store on Brentwood said is how they honor a claim. I really don't want to contact the manufacturer because I don't want another mattress from a company which sells such an inferior product That should be understandable and it should be the very reason why Mattress Direct , which obviously knows about the manufacturer, should be there for a customer who trusted Mattress Direct and never wanted or expected a problem like this I can't haul my mattress to a mediation, but clearly it is so bad Please--won't you help?
Sincerely,
*** ***

As we previously stated, we would love to assist Mrs*** in the processing of a warranty claim However, we are no longer affiliated with that manufacturer and therefore cannot submit claims on the customer's behalf Mrs*** maintains her original warranty, but will need to call the manufacturer to make a claim She has stated that she doesn't want to contact them, which is why the process is at a standstill She has requested that a representative come out to inspect the mattress The manufacturer could send out a licensed inspector if she would contact them and file a claim No one at Mattress Direct is authorized to inspect mattresses or approve a warranty claim on behalf of the manufacturer Once again, we would encourage Mrs*** to contact the manufacturer so that she can get a resolution sooner than later We have given her the necessary information and instructions to file a warranty claim on her product, but she has chosen not to Again, if Mrs*** has a complaint, it is with the manufacturer and not Mattress Direct We have made every effort within our powers to assist Mrs***, and therefore consider this matter to be closed at this time