Mattress Direct

This customer bought an as-is 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.

When this customer ordered their mattress, the salesperson made a mistake when scheduling the delivery.  They failed to take into account that the factory was closed for several days due to Christmas / New Years Day.  We make no excuses for this oversight, it was an error, and we sincerely...

regret the problems it caused the customer.   After hearing of the delay, the customer choose to cancel their order, which had been paid for with multiple forms of payment, namely credit card and cash.   We refunded the credit card right away, and also immediately notified our corporate office that a check would need to be mailed to the customer to account for the cash portion of the refund.  We do not keep large amounts of cash on-hand in the stores, so an immediate cash refund is not possible.   The accountant cuts these checks once a week, so in the rare event we have to provide refunds, we try to set customers' expectations that it may take 2-3 weeks for them to receive the check in hand, to account for any unforeseen delays on our side, or with the post office.  It's worthy of note the customer filed the complaint with the Revdex.com the same day they cancelled the order, giving us no time to resolve this issue before escalating it.   We are on top of this situation, and the remainder of the refund will be mailed next week, just as the customer was told in the store.

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]

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.

At Mattress Direct, we give customers an entire year to make sure they like their mattress.  All we ask is that they try the bed for sixty nights, because it often takes time to acclimate to a new mattress, and many beds have a slight break-in period.  This customer has had their bed the...

requisite sixty nights, and is thus eligible to come in at any time to choose a new bed.  At that time, they will have 100% of their original purchase price toward any other bed in the showroom equal or great value.  We are sorry to hear the customer wasn't comfortable with the original bed they chose, and look forward to seeing them in our showroom soon to help them pick a bed more suitable to their needs.

Mrs. [redacted] purchased her bed in April of 2015.  She was unhappy with the comfort of her initial selection, so she exchanged her mattress for a different model under our Direct Assure comfort assurance policy.  She has had the replacement bed since July of 2015.  She recently...

contacted us to see about filing a warranty claim on the replacement mattress.  Upon reviewing her information, we discovered that Mattress Direct is no longer a distributor for the manufacturer who produced her mattress.  While we cannot make a warranty claim on her behalf, she does still maintain her full warranty on the product.  The warranty on all bedding is from the manufacturer, and not the store.  If we were a current vendor, we would be happy to facilitate a warranty claim on her behalf.  We gave Mrs. [redacted] detailed instructions on what she needs to do to file a claim, but believe at this time that she does not wish to deal with the manufacturer.  We hate to hear that any of our customers are not sleeping comfortably and hope that Mrs. [redacted] will follow the steps provided to file a claim with the mattress manufacturer.  At this time, we believe her complaint does not lie with Mattress Direct, but instead with Solstice Sleep Products.

At Mattress Direct, we give customers a full year to make sure they're happy with the bed they select.  In this industry-leading Direct Assure program, if a customer is not happy with their bed, they have 100% of their purchase price toward a different mattress.   When customers buy a...

mattress, they are given a copy of Mattress Direct's policies, which fit on a single page.   Under the Direct Assure section, the policy reads "The original purchase price of the mattress will be applied to your replacement mattress, and you are responsible for the difference if you select a higher priced set.  No refunds are available should your reselection be a lower priced set.   When this customer came into the showroom to make their reselection, the showroom manager reiterated this policy several times, and strongly recommended they make a selection of equal or greater value.  The customer decided against taking his advice and chose a lower priced set.    This new mattresses set has not yet been delivered.  If the customer would like, they can still come and choose a mattress of equal or greater value and avoid the issue they are describing.   Our policies are open, fair, and explained in detail with all customers, and we look forward to resolving this issue soon.

We are really interested in helping this customer resolve this issue, but we're having trouble getting consistent information from them.   First, they called us telling us the bed gave them hives.   We immediately discussed some options for exchange, and different hypoallergenic materials....

  Then the customer told us the bed was moldy.  Then the customer told us the bed gave them bleeding sores.  Now the customer is telling us their bed was set afire.  We have requested photographs of these claims on numerous occasions.   Not only has the customer failed to provide any photographs of the bed, they have also stopped returning calls from our area manager who was assigned to this case.   As with all of our purchases, if the customer is not comfortable on their bed, they have up to a year to exchange it for something that better suits their needs, and will only pay transportation fees.  If the mattress or base are defective, they are covered under a warranty.  However, we need more documentation than the increasingly outlandish claims we have received up to this point.    Kind Regards,Mattress Direct, Inc.

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: [redacted] - VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@stlmattressdirect.com
This customer's mattress, like all mattresses bought at Mattress Direct, is covered by a full manufacturer's warranty. When a...

customer submits a claim, it takes 4-6 weeks for a response from the manufacturer. As the customer states, it has only been three. We notified him of this timeline when the claim was submitted. In addition to the warranty, this customer's purchase is covered by our industry-leading Direct Assure program. This allows the customer up to one year to re-select a mattress if he feels his original purchase was not the right one for his needs. This customer was notified of this option both at the time of the initial purchase, as well as when he called about the warranty claim. He has until August 3rd, 2015 (the customer took possession of the bed August 3rd, 2014) to take advantage of that option.
In this customer's complaint, he state that he would be satisfied if allowed to switch to a mattress that better suits his needs, and we are happy to report that is absolutely an option at this time. We recommend he visits his showroom to start the reselection process, and we look forward to helping him get a better night's sleep.

Complaint: [redacted]
I am rejecting this response because:
because the indention is over .75 of an inch I talked to the Matterss Direct and Simmons and no one will come look at the indention  how can they tell the matterss does not have an indention over .75 with the attached photo they used. I have included this photo for your reference. I think I am getting the run around from Mattress Direct 
Sincerely,
[redacted]