Mattress Direct

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 /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted] - COO
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
When this customer made a purchase in our store, he asked that we remove a twin XL mattress set. A "set" is known in the industry...

as a mattress and box springs, which is part of our delivery procedure. When our drivers arrived at the house, we learned this customer actually wanted us to remove an adjustable mechanical base. Our 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 base. He became irate, and cancelled his order. We processed a refund that very same day. We are sorry there wasn't better communication set up with the customer to meet his expectations. However, we have fulfilled our obligation in getting him a refund, and have no further business with him. We consider the matter closed.

Initial Business Response /* (1000, 5, 2016/02/01) */
Contact Name and Title: [redacted] - VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
At Mattress Direct, we are able to process most refunds immediately in the store. When a check refund is needed, it often takes 2-4...

weeks, as the accounting department only processes them once a month. We let this customer know about the timeline at the time the refund was requested. Their 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 notification. The refund will arrive within the 2-4 week time frame, as promised.

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.

Initial Business Response /* (1000, 5, 2016/02/21) */
Contact Name and Title: [redacted] - EVP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
This case is an exact replica of Case #XXXXXXX, brought forth by the same customer. Because the mattress is soiled, we are unable...

to process her warranty. The full text of our response can be found below, and also is available at https://stlouis.app.Revdex.com.org/complaint/view/XXXXXXX/b/t4y62yp
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 approved. When 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 executed. After approval of the warranty, we did not hear back from this customer for another 90 days. Unfortunately, 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 places. They took numerous photographs of these stains, which we can provide if needed. The crew notified the customer they were unable to do the exchange due to the stains. The "no stains" policy for a warranty is industry-standard, and is found in the warranty of literally every mattress manufacturer and retailer in the business. That is why we always recommend the use of a mattress protector to every single customer who buys a bed.

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 a little longer.  When this customer...

cancelled their order, the store manager notified him that because he 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.  This will happen Tuesday, April 5, and the check will go in the mail the same day.   We appreciate the customer's patience, and he will have the check in hand next week.  Thank you,[redacted]Mattress Direct, Inc.

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 /* (1000, 5, 2015/05/15) */
Contact Name and Title: [redacted] D - Vice President
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
This customer submitted a warranty a claim on their mattress purchase on April 24. We were happy to file on their behalf...

with the manufacturer and asked them to submit a picture of the defect in question. At that time, we let them know the warranty process, which is handled by the manufacturer, not Mattress Direct, can often take four to six weeks. This warranty claim is still active, and in process. As soon as we hear back from the manufacturer, we will be contacting this customer with more details. Additionally, 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 needs. This is available regardless of the outcome of the warranty claim.
We are a bit confused on why this Revdex.com complaint exists. We have submitted the warranty, as requested. We have also offered an alternative solution. Mattress Direct will be in contact with the customer as more information becomes available.

Complaint: [redacted]
I am rejecting this response because the business did not disclose that when they sell a mattress there is a NO refund policy!!  Any memory foam mattress holds the heat no matter what and Dormeo is a memory foam mattress.  The claims they make are false!!  Jen from the store even agreed and told us that Dormeo is the coolest of the memory foam mattresses which still means it holds heat!  We looked at all the other mattresses in the store and none fit our needs of being hypoallergenic and at a price we can afford.  Sleeping on a memory foam mattress which is made from toxic petroleum materials is harmful to the body and off gasses the complete life of the mattress.  The worse smell is in the first 90 days but they always off gas as its just part of the materials.  It was a mistake for us buying this mattress without researching how harmful it was but it is equally wrong for them to not let us return something that is harmful to us and completely uncomfortable as it builds heat and they disclosed and openly said it would not!  This is false advertising and misrepresenting a product!!  Again I want to return this mattress and take the $99 restocking fee they talk about in their warranty.  Also they never told us about the non return policy before we bought the mattress.  They attached it to the receipt which was emailed to us.  We would never have purchased from them if we had known this information which is probably why they hide this fact from people.  In closing I feel their response is just another way of hiding behind the facts with some mellow words and avoiding the real issues of misrepresenting a product and not disclosing their policies until after they sell something and not before!!  Thanks
Sincerely,
[redacted]

At Mattress Direct, we give our customers an entire year to reselect a new mattress if they are not happy with their original choice.  This particular customer was having issues with their box spring, and since we were coming out to their house to replace it, they decided it was a good time to...

take advantage of our policy upgrade the mattress as well.  However, when we got to the house to execute the exchange, the mattress was in a very unsanitary condition.  Customers receive a copy of our policies at the time of purchase that state mattresses must be stain and damage free, which is standard industry practice.  We recommend the use of a mattress protector to every customer at the time of purchase to prevent these very types of situations from developing.  The customer is unhappy they were unable to exchange the bed, but because the bed was extremely soiled, we are not able to so.  All actions were in line with our well-stated, consistent, and fair policies, which the customers were aware of at the time of purchase.  We have photos of the stained bed if needed.

At Mattress Direct we strive for clear communication and professionalism at every stage in the shopping and delivery experience.  In this instance, it sounds like the communication process broke down at a few points.  However, we have taken several steps to remedy these issues.  We...

have re-processed this customer's financing paperwork for the appropriate term length and amount.  Additionally, we replaced, at no cost, the box spring with the incorrect top fabric as soon as we could get one from the factory.  All of these steps were either completed or in process by the time we received word of this complaint.   All points of the matter have been solved to the customer's satisfaction.  Kindest Regards,[redacted] Executive Vice President / COOMattress Direct, Inc .

Mattress Direct is merely the liaison of information for the warranty claim. We must simply follow the warranty guidelines set forth by the manufacturer.  For us to facilitate a warranty claim, the item deemed defective and therefore replaced must meet their guidelines when we send it...

back.  Since the mattress does not meet said guidelines, they will not authorize us to replace the mattress.  In order for Mattress Direct to approve the claim and get a replacement mattress from the manufacturer, the mattress must show over a visible 1.5” body impression with no outside objects or weight being applied to the mattress.  At the moment, the mattress does not meet that requirement.    They can contact [redacted] and file a claim with them directly.  Typically, manufacturer will refer you back to the store that you purchased it from, but they can let the manufacturer know that they would like an authorized inspector from [redacted] to come physically inspect the mattress.

At Mattress Direct, we work with several mattress manufacturers to help customers resolve issues in there rare occasions there are warranty issues with their bed.   One feature all mattress warranties have in common is that the mattress needs to be stain free to qualify.   That's why...

Mattress Direct recommend, and sells waterproof mattress protectors to keep the bed in pristine condition.  Here is the section of the Beautyrest warranty regarding stains:"Use a protector pad on your mattress at all times to protect the condition of your mattress and preserve your warranty rights. Simmons® reserves the right to refuse service and void the warranty if the mattress or foundation is in an unsanitary condition, if the mattress or foundation has evidence of damage from liquid penetration or use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials."Unfortunately, the mattress was not in sanitary condition, as evidenced by the attached photograph, and the warranty was voided.  We understand this is not the resolution the customer wanted, and strongly advise the use of a mattress protector moving forward. Kind Regards,Customer ServiceMattress Direct, Inc.

At Mattress Direct, we give customers an entire year to make sure they love their bed.   We ask that they try it a minimum of 60 nights, and if they aren't sleeping comfortably, they have up until 365 nights from the day of delivery to exchange their bed for one that better suits their needs....

   The only cost to them is the difference in the price of the beds and a $99 transportation fee.    Because our exchange policy is industry-leading, we've never offered straight returns in 5+ years of business.  As a locally owned and operated business, clear, consistent communication is something we strive for with every customer.   The Sleep Specialist who sold this customer their bed is an Area Manager for Mattress Direct, knows our policies backwards and forwards, and has a proven track record of open and honest interactions with our guests.   We have been able to grow from one store to sixteen stores in under six years, because we demand very high levels of professionalism from all of our employees.   Mattress Direct has never been the type of business that would sacrifice long-term relationships for short-term gain with lies or "bait-and-switch".  Our A+ rating with the Revdex.com is a good indication of the integrity all staff bring to their jobs each and every day.   Additionally,  all of our customers receive a copy of our policies in writing at the time of purchase, which clearly explains our Direct Assure policy and explicitly states that outright returns are not permitted.  Because of the extraordinary nature of this customer's problem with the bed, we agreed to waive both the sixty night trail period as well as the $99 transportation fee, so we could help get this customer sleeping better as soon as possible.   As of the time of this dispute, they have not taken us up on our offer.   We look forward to seeing them soon to help match them with a more appropriate bed.

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 except for the fact that in order to receive the replacement mattress I had to pay a $100 replacement fee.  There is a clause in the purchase contract that states that during the first year of the mattress, the buyer may replace the mattress for a $100 fee.  If my mattress was not defective from the manufacturer to begin with, I would not have had to request a replacement which resulted in $100 charge. I feel that fee should have been waived due to the circumstances of the complaint.There were some other statements made in the company's response that I do not agree with also that I do want for the record.  There were no 40 mattresses to choose from to replace.  The company delayed the issue in order to resolve the matter that it was almost a year.  I am satisfied with the final outcome of this complaint.
Sincerely,
[redacted]

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.

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]

At Mattress Direct, we give customers an entire year to make sure their mattress is right for them.  All we ask is that they try it a minimum of sixty nights to make sure they've given themselves, and the bed, time to adjust.   This customer purchased a mattress and adjustable base from...

our Fairview Heights location.  She then called several days later to say that she loved her mattress, but was having trouble getting used to the adjustable base.    This is common the first few days, as most people are not used to sleeping with their head and feet elevated.  While we have an industry leading policy for folks who choose the wrong bed, adjustable bases are not eligible for return or exchange.  This is standard industry procedure, and clearly listed in the one-sheet policy page given to every customer at the time of purchase.  To quote:  "Direct Assure is not valid on clearance pieces, floor models, special orders, pillows, mattress protectors, power/adjustable bases or accessories".  However, because customer satisfaction is our #1 priority, the store manager worked to make an exception for this customer, and told her she could switch to a different adjustable base, and only pay the difference between the prices of the first selection and the new one.  The customer agreed, and came into the store.  However, when she entered the store, she demanded the upgrade for free.  When she was told that wasn't an option, she launched into a tirade and verbally abused the onsite staff, calling them several extremely vulgar, demeaning, and homophobic epithets.  We are proud of the fairness and consistency of our policies, and well as the courtesy and respect given to each guest when they visit our store.  However, it can be difficult to find solutions when people attempt to bully their way to what they feel is a desired resolution.

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 mattress. We explained that it was in normal 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 warranty. If 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.

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