Mattress Direct

Initial Business Response /* (1000, 6, 2016/01/26) */
Contact Name and Title: *** *** - EVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@stlmattressdirect.com
Mattress Direct always strives to ensure the comfort and quality of all mattresses purchased from our companyWe do this in
multiple waysAll mattresses purchased through Mattress Direct are eligible for our industry-leading day Direct Assure policyThis policy allows a one-time re-selection if the customer deems their initial selection does not meet their comfort preferenceThe Direct Assure policy covers their comfort preferenceThe manufacturer of the mattress provides a warranty against structural defectsIn Mr***'s case, his mattress had a year non-prorated warranty through Simmons Beautyrest for defects
As Mr*** has described in his complaint, he was uncomfortable on his initial purchaseWe gave him the option of enacting his one-time re-selection, or we offered to file a warranty claim on his behalf with the manufacturerHe chose to file a claim to see if there were defects, which we happily facilitated on his behalfIn the instance of "dips" or "sags" in a mattress, the manufacturer requires a minimum of 1.5" visual impression to deem a mattress as defectiveThis is industry standard across all major innerspring mattress manufacturersAs Mr*** admitted, and evidenced by the photos he submitted with his warranty claim, the mattress was perfectly flat and did not show any impressionFor that reason, his warranty claim was deniedWe are happy to provide these photographs if needed
After learning of his warranty claim denial, we invited Mr*** in to enact the Direct Assure policy and select a mattress that would better suit his needsMr*** instead chose to dispute his charge with Wells FargoAfter they reviewed his complaint, photos and correspondence, they too rejected his dispute
He decided at that time to re-select to a different mattressThat exchange was executed on 1/22/as statedAfter sleeping on the bed for only days, Mr*** complained that his latest selection was not comfortableThis is common in the industry and any sleep specialist will attest that it typically takes anywhere from 30-days to full acclimate to a new sleep surface
Mattress Direct does not re-sell exchanged or previously owned bedding, so we can only offer one re-selectionFor that reason, we also do not offer returns on mattressesMr*** has enacted his Direct Assure policy and selected a new mattressWe agree with Simmons Beautyrest and Wells Fargo that both mattresses are free of any structural defectAt this time we cannot authorize a return or exchangeMr*** will however maintain his full year manufacturer's warranty against defect

Initial Business Response /* (1000, 5, 2015/10/03) */
Contact Name and Title: *** *** - VP / COO
Contact Phone: XXXXXXXXXX
Contact Email: ***@stlmattressdirect.com
This customer purchased an adjustable frame and mattress setWhen they called letting us know they were having trouble with
the base, we immediately put them in touch with the manufacturer, as they handle all of their warranties directlyTheir techs have a brief troubleshooting call with the customer to figure out the problem, and then proceed from thereThe manufacturer was able to discover there was an issue with the remote control, and immediately sent out a replacement at no chargeThis did not satisfy the customer, who expected more immediate resultsSo even though there was a remote on the way, Mattress Direct sent out two techs to replace the remoteAfter a quick remote switchout, the base is in perfect working order and we consider the matter to be closed, as the customer is now satisfied

Best In PHX

At Mattress Direct, we give our customers an entire year to re-select their mattress if the one they initially choose is not right for them All we ask is that they try the bed sixty nights before making starting that re-selection process Often times when customers select a new bed,
there is a period of time when their muscles and bones are adjusting to a new level of support and pressure relief This can take some time to get used to Additionally, with all memory foam models, like the ones this customer selected, the mattress has a breperiod as well, and can feel firmer right out of the package This breperiod is usually quite short, and we feel confident with proper use the mattresses in the home will feel identical to the one on display in our showroom However, if the customer ultimately decides the mattress is not right for them, we welcome them back so we can help them re-select We have reached out to the customer directly to discuss options, and feel an amicable resolution has been reached

I had a repair done on my carpet where our pet dog had damaged it by diggingThe repair was flawless and the payment was reasonable and easyI will most definitely use them again in the future

I had this company clean my carpets, because I found them on Revdex.com websiteI had high hopes and I was not disappointedThey came out and cleaned my whole homeThey were professional, through and know this business wellI was so please with the job that they did on my carpetsI did not think that my carpet had any life left in them, but they were able to redeem life in themThe job they did surpassed every other company or personal cleaning that I had ever had doneI will use them again and will be referring all my friends and family to themYou will not be disappointed with the job that they will do for you
Thanks for your hard work!!!

Complaint: ***
I am rejecting this response because: The company continues to LIE AND BE DECEITFUL, even to you the Revdex.com. First, the company claims that they replaced the box foundation at no cost....WELL WE PAID FOR IT ALREADY. So did they plan to charge us more???? It is true that they did delivery it almost weeks after purchase. Second....there was no $credit on our bill as promised. I had already received the bill and checked it for the credit. I called the Wells Fargo billing center hour prior to entering in this complaint to confirm there was no credit. The company claims that this was already in progress.....ANOTHER LIE. Third...the company NEVER offered to renegotiate the terms of the agreement....they had NO intention to do so. We only got a call from the district manager AFTER we filed this complaint. Consistent lies, deception, and coercion lead me to reject this response to resolve the complaint. Many, many senior citizens reside in our city and they must know that this company cannot be trusted to deal ethically with them. How many of them have been victimized and never said a word.
Sincerely,
*** ***

On the rare occasions when customers cancel their orders, we are able to process refunds almost immediately, as long as the customer has paid with a credit or debit card On transactions when the customer pays with cash or check, the process is does take a little longer When this customer...cancelled their order, the store manager notified them that because they had paid with a check, he would receive a check refund in approximately 4-weeks This is because the corporate checks are only made out once a month by the accountant.We have checked with the accountant, who has informed us this customer is on the list of checks to be processed Thank you,Mattress Direct, Inc

Mr*** has expressed his discomfort on the bed he purchased in August, 2012. He has also expressed his displeasure in the warranty claim outcome. We are very sorry to hear that Mr*** is not sleeping comfortably. Unfortunately, the warranty guidelines for replacement are set
for by the manufacturer and not by Mattress Direct. At this time, his mattress does not meet the minimum requirements to be deemed defective, and therefore would be considered a comfort issue. In an effort to get Mr*** sleeping more comfortably, Mattress Direct has contacted the customer and offered to provide him with a significant discount on a replacement mattress in the event that he decides that his mattress is no longer comfortable for him. While his disagreement is truly with the warranty guidelines and not with Mattress Direct, we think you will agree that we have gone out of our way to offer a reasonable solution and accommodate Mr*** as best as we can. We consider this matter to be closed at this time.***Customer Service-Mattress Direct

Complaint: ***
I am rejecting this response because: I will contact the manufacture to pursue my issue and will do no further business with Mattress Direct or any of its subsidiaries.
Sincerely,
*** ***

At Mattress Direct, we pride ourselves on helping our customers find the best sleep accessories at the lowest possible price. Because we only sell brand new, in the package merchandise, we are unable to take returns on used accessories that have been removed from their original packaging and
washed. Our customers trust when they get a mattress protector from us, it has not been in someone else’s home. Our policies on the non-returnable nature of accessories are in writing in the paperwork that every customer receives. Our best recommendation for this customer is to actually use the product. While the backing of every waterproof mattress protector has a different feel than the top, we only carry products that are thermo-neutral, so it will not make the bed hot. Additionally, our protectors do not crinkle or rustle, or make any sounds that could disturb sleep

When customers buy a mattress at Mattress Direct, we give them an entire year to make sure they love their selection. What we ask, is that they try the mattress for at least sixty nights before coming in to re-select. The reason for this is it takes time to adjust to a new
support system. Your muscles and bones spend hours in a new alignment, and while for most people it feels good in just a day or two, some people have a longer acclimation time to a new sleep system. Additionally, many mattresses have a small breperiod where the top comfort layers adjust to the sleeper. This customer mentioned in her complaint that she tried the mattress for less than one week before giving up on it, which is never our recommendationWhen the customer re-selected, and we attempted to deliver the new bed, it was completely sealed in a cardboard box, as well as a plastic bag. After removal from the box, but before removal of the sealed bag, the delivery drivers and the customer noticed there were some stains from the factory on the mattress. Mattress Direct does not now, and has never sold used mattresses, nor “seconds”, but exclusively offers new products directly from the factory. 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 Direct Assure policy, and the fact we do not offer full refunds. We encourage them to continue using their new mattress, as we feel confident they will adapt to the new support and pressure relief it provides

Other than running a little behind the process was super fast and smooth The price can't be beat and the orange essence mixture they use make even old rent house carpet smell clean & fresh !!!

We have reviewed photographs provided by the customer regarding their mattresses, and they are normal. The mattresses are not defective, nor "sloping" in a way we wouldn't expect to see. We have offered this customer the opportunity to come back into our showroom, and re-select a new mattress that will better suit their needs. They will have 100% of their purchase price toward any other bed we carry, and will not pay anything for removal of their current beds, nor installation of the new. The problem here is a comfort issue, not a warranty/defectiveness issue. We have attempted to solve that by giving the customer the opportunity to pick out something that better suits their needs. We look forward to seeing them to assist in that re-selection process

At Mattress Direct, we encourage all our customers to take advantage of our professional delivery service However, we do offer pickup for those guests that choose to transport the merchandise themselves At the time of purchase we went over Mattress Direct policies regarding pickups,
which reads: "Your purchase is under your possession and control as soon as it leaves, so we encourage you to inspect your product carefully prior to leaving the facility Any claim for loss or damage due to transportation of the product will be the sole responsibility of the consumer." The customer signed this policy page at the time of purchase Moreover, the customer signed that the product was in good condition when picking the product up We are happy to provide copies of these documents upon request The defects the customer has claimed (scuffed and damaged box corners, small tears) are consistent with damage incurred due to improper transportation, not manufacturer's defects However, the are purely cosmetic and will not effect the performance of the bed

The white carpet in both our bedrooms had not been cleaned for nearly two years and was becoming quite soiledThe technician arrived in the time slot they said he would and efficiently cleaned all the soiled areasThe carpet looks like new, and the charge was very reasonableThis is the second time we have used F & F and needless to say, we will use them again

Complaint: [redacted]
I am rejecting this response because: Mattress Giant will not give you a corporate office number or a supervisor's number to contact them. I cancelled the bases through them already. [redacted] said that it would take 4-6 weeks to return our money back to us. This is unacceptable, the merchandise was paid for on the 12th of August and the money was taken out of my bank account on the 15th of August. not 4-6 weeks later.
Sincerely,
[redacted]

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 out. It 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 AWFUL. She 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]

Mattress Direct has grown from one to fourteen stores in five years, and maintains an A+ rating with the Revdex.com.  We are a locally owned and operated company that makes operating ethically and fairly a priority every day.  This customer's issues have been settled.   The accountant processes Wells Fargo adjustments once a month, but we were able to expedite the changes when we heard of the customer's issues.  Everything he has asked for he has received, in the timeliest manner we could manage.   We consider this matter closed.

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
When this customer visited our showroom, they ordered a mattress set as well as some center support bars. We contract with a...

delivery company to take care of installation at customer homes. When they arrived, they found the customer was using bricks to support their bed set. The delivery crew expressed concern with the homemade setup, as it can often interfere with how the bed performs compared to proper supports. The 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 least. They 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 set. When 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 here. The decisions made by the customer were done despite the advice of our professionally-trained team. For this reason, we are not responsible for the alleged issues described above.