Mattress Express

This letter is in response to the complaint files by [redacted] ***First the purchase price was $not $She called after the days complaining that the mattress was not comfortable for her to sleep on ("that to anyone would mean a "comfort issue")As for the price tags on our floor they are printed by the manufacturer and have been the same price all year longAs for any terrible language the customer has been the one using all the vulgar language which I am unable to type in this letter and threatening to bust out all of our windows in our store and do serious damageAs for the comfort exchange [redacted] came into our store and picked out the mattress she wantedAs clearly stated on the day comfort guarantee she can do a onetime comfort exchangeJust pay the 10% restocking fee and a $redelivery fee (which we did not charge her to try and help out) and it is an even or greater exchange "refunds are not available"The model she wanted we did not have in stock and would have to orderShe said she did not want to wait any longer, so we offered to let her have the floor model the same day, which she agreed to, and is clearly stated on her invoice which she did agree to and signShe was going to the Drfor the same problems way before she bought a mattress from us so the bed cannot be blamed for her issuesWe tried to correct the problem after she complained about the second mattressI am sure she still has the recorded conversations where I clearly stated we would be more than happy to come out to her home and do a service call to see if the mattress or box was defectiveWe called and made an appointment with her to come outOur service people went to her home at the specified timeRang the doorbell many times, called the phone number, and no one would answer the doorThe service people could hear people inside the home laughing and talking and would not come to the doorAfter I received the letter from the Revdex.com I called to make another appointment to come to the house, to try to fix her problem if there was oneShe says there is a broken piece .of wood on the top of the box spring that is dropped downFirst of all the founcljtions on the top are all steel, so there is no wood to break as she claims and won't let us come and look at it [redacted] called back today and informed us that her attorney said we are going to court, so after discussion with our legal team they informed us we are not to have any other type of conversation with anyone else on this matter until the after the court datePlease refer to the first complaint letter you should also have in your possession from the same customer that she retracted, and you will see the lies and inconsistencies are coming from [redacted] ***Mattress Express

The consumer has received their mattress and prepaid card and have stated they are satisfied.I can be reached at with any questions.Thank You,Kevin ***President I CEO

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am writting in regards to a complaint filed against Mattress Express Vienna wv, nothing in the responce letter from the owner of Mattress Express is truefor one I have never personally met the owner Neal Jackson of North Carolina so how would he ever come up with the idea I was seing a Drway before I purchased a mattress from his store? its not true I have never seen a Drfor the problems I am having from this mattress I was a healthy yr old female before I slept on a mattress from his storesecond the manager of the local store never called me to set up a apt to come to my home to look at the set I purchased from themthird I also have the phone conversations with the owner of mattress express and I have also been harassed on facebook from a fake profile calling me names such as a fat pig and so on this behavior is not approperaitethey was right there to take my money and wasnt saying these things to my face as stated above I was a healthy year old female until I slept in a [redacted] and [redacted] mattress and box spring I purchaced fro mMattress Expressi had a service tec come from another bussiness to look at the issue with the set and was told there is a metal rod that runs down the center of the box spring and there is broken wood on the boxthe top foundation on the box spring is not made of steelthis is nothing but lies and I will not be mistreated from the owner aka the monster any longerthis is a very unprofessional way to run a bussiness maybe he should have took some work place ethics in college and maybe he would have the knowledge on how to treat costomersthis is not settled and will not be settled anytime sooni have gave them more then enough time to make things right with me and I did not tell him I would take a floor model because I couldnt sleep on the other bed any longernohing but lies right there Regards, [redacted] ***

I am responding to your inquiry in regard to Ms***This customer originallypurchased a " Marcus" King mattress set on 09/21/Ms [redacted] is correct we dohave a day sleep guarantee in which the customer may exchange an inner springmattress for one of equal or great value within days when they are unhappy.When Ms [redacted] came in some eight months later with a warranty issue we allowedher to use her THIRTY DAY sleep guarantee eight months later and select adifferent mattress which she did on 05/14/NOT ONLY That but in effort to makeher happy we warrantied (replaced) the "Marcus" King in which the rep personallysupervised the building of at the factory to make sure there would no problemsand WE LET HER KEEP THIS $MARCUS MATTRESS SET AT NO CHARGE!We do not and will not refund mattressesShe has a FREE mattress set and anEclipse Mattress Set Ms [redacted] essentiality got at half priceIf she feels she still hasa warranty issue with the Marcus she can contact American Bedding in Syracuse at(315) and they will have an outside representative contact her forwarranty.We did nothing wrong and have gone above and beyond for this customer.Thank You,Kevin M***President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After deciding what purchase to make, we approached the counter with the manager Richard He said he was going to send a digit code to my phone, I placed my phone on the counter for him to readAfter a few moments, he said the process was taking too long and he was sending another codeAll of this happened while my phone was directly in front of himI never read anything on the message, he only stated he needed the digit pin to put in the computerI was not told what the pin was for or that it was to sign a lease I never would have authorized anyone else to sign my name on a lease that I had never read the terms and conditions tooI was not told that anyone could run it through other companies to provide an interest free loanAttached is the email that I received from the manager RichardHe offered for me to pay the intial amount of the transaction directly to Mattress Express which is what I emailed back and agreed to I would never have signed an agreeement to pay off this amount within days, I would have just paid for it outright if I had that kind of money up front Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I am aware of the attached inquiryWe generate 50-lease to own contracts a month without complaintMs [redacted] was advised she applying for lease to own when she visited the storeWhether she paid attention and read what was provided to her electronically I cannot sayThe company, ***, send a text message with a link to the contract and disclosures and allows for the customer to elect to sign electronically as Ms [redacted] didMs [redacted] called with this complaint on March 12, and we offered to search through traditional finance companies to find a company who may offer an interest free period so that she could pay it off and incur no interest chargesShe refused and stated the only thing she would accept is interest free payments directly to our company over the period of a yearAs a side not Ms [redacted] may pay this in full within days and avoid any interest charges with ***We are not a finance company and do not provide that optionWe have done nothing wrong Thank You, Kevin M *** President / CEO

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.consumer filed new complaint and it was merged with this one: I filed a complaint August 4, in regards of the same issue concerning a mattress that I did not recieve from this companyIn other words to make a long story short, I came across a response email from Revdex.com informing me that my claim as has been closed because I did not respond back within days of the businesses responseI then see that the business did indeed respond a month after my complaint was filedMrKevin *** answered and stated that they gave me the mattress without futher questionThe thing about that is, I still have not recieved my mattress or even a phone call to Inform me to come and pick up my mattress if they did have intentions on giving it to meI really don't appreciate Mr*** being dishonest about the situationThat is bad business and poor customer serviceI still want my mattressDesired Outcome: I would love to have Mr*** or any of his customer service representatives actually contact me in regards of me being able to pick up my mattressRegards, *** ***

Ms *** claimed seven months after purchase she had not received one of her mattressesBeing a member of the US Armed Forces we appreciate her service and sacrifice and gave her the mattress she requested without further question. Kevin ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, *** ***

We were in a staff meeting when I receive this emailJohn and Amber said they both spoke with her and instructed her mattresses available for pick upAmber will call her again today

We have been informed that the manufacturer has agreed to replace the bed. It awaits customer pick up at our store.  Thank You,  Mattress Express

I am aware of the attached inquiry. We generate 50-100 lease to own contracts a month without complaint. Ms. [redacted] was advised she applying for lease to own when she visited the store. Whether she paid attention and read what was provided to her electronically I cannot say. The company, [redacted], send...

a text message with a link to the contract and disclosures and allows for the customer to elect to sign electronically as Ms. [redacted] did. Ms. [redacted] called with this complaint on March 12, 2018 and we offered to search through traditional finance companies to find a company who may offer an interest free period so that she could pay it off and incur no interest charges. She refused and stated the only thing she would accept is interest free payments directly to our company over the period of a year. As a side not Ms. [redacted] may pay this in full within 90 days and avoid any interest charges with [redacted]. We are not a finance company and do not provide that option. We have done nothing wrong.          Thank You,   Kevin M [redacted]  President / CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am writting in regards to a complaint filed against Mattress Express Vienna wv, nothing in the responce letter from the owner of Mattress Express is true. for one I have never personally met the owner Neal Jackson of North Carolina so how would he ever come up with the idea I was seing a Dr. way before I purchased a mattress from his store? its not true I have never seen a Dr. for the problems I am having from this mattress I was a healthy 42 yr old female before I slept on a mattress from his store. second the manager of the local store never called me to set up a apt to come to my home to look at the set I purchased from them. third I also have the phone conversations with the owner of mattress express and I have also been harassed on facebook from a fake profile calling me names such as a fat pig and so on this behavior is not approperaite. they was right there to take my money and wasnt saying these things to my face as stated above I was a healthy 42 year old female until I slept in a [redacted] and [redacted] mattress and box spring I purchaced fro mMattress Express. I had a service tec come from another bussiness to look at the issue with the set and was told there is a metal rod that runs down the center of the box spring and there is broken wood on the box. the top foundation on the box spring is not made of steel. this is nothing but lies and I will not be mistreated from the owner aka the monster any longer. this is a very unprofessional way to run a bussiness maybe he should have took some work place ethics in college and maybe he would have the knowledge on how to treat costomers. this is not settled and will not be settled anytime soon. I have gave them more then enough time to make things right with me and I did not tell him I would take a floor model because I couldnt sleep on the other bed any longer. nohing but lies right there. 
Regards,
[redacted]

We have replied the customer was given a new bed by the manufacturer

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

This letter is in response to the complaint files by [redacted]. First the purchase price was $2099 not $2300. She called after the 30 days complaining that the mattress was not comfortable for her to sleep on ("that to anyone would mean a "comfort issue"). As for the price tags on our floor they are...

printed by the manufacturer and have been the same price all year long. As for any terrible language the customer has been the one using all the vulgar language which I am unable to type in this letter and threatening to bust out all of our windows in our store and do serious damage. As for the comfort exchange [redacted] came into our store and picked out the mattress she wanted. As clearly stated on the 30 day comfort guarantee she can do a onetime comfort exchange. Just pay the 10% restocking fee and a $69.00 redelivery fee (which we did not charge her to try and help out) and it is an even or greater exchange "refunds are not available". The model she wanted we did not have in stock and would have to order. She said she did not want to wait any longer, so we offered to let her have the floor model the same day, which she agreed to, and is clearly stated on her invoice which she did agree to and sign. She was going to the Dr. for the same problems way before she bought a mattress from us so the bed cannot be blamed for her issues. We tried to correct the problem after she complained about the second mattress. I am sure she still has the recorded conversations where I clearly stated we would be more than happy to come out to her home and do a service call to see if the mattress or box was defective. We called and made an appointment with her to come out. Our service people went to her home at the specified time. Rang the doorbell many times, called the phone number, and no one would answer the door. The service people could hear people inside the home laughing and talking and would not come to the door. After I received the letter from the Revdex.com I called to make another appointment to come to the house, to try to fix her problem if there was one. She says there is a broken piece .of wood on the top of the box spring that is dropped down. First of all the founcljtions on the top are all steel, so there is no wood to break as she claims and won't let us come and look at it. [redacted] called back today and informed us that her attorney said we are going to court, so after discussion with our legal team they informed us we are not to have any other type of conversation with anyone else on this matter until the after the court date. Please refer to the first complaint letter you should also have in your possession from the same customer that she retracted, and you will see the lies and inconsistencies are coming from [redacted]. Mattress Express

I am responding to your inquiry in regard to Ms. [redacted]. This customer originallypurchased a " Marcus" King mattress set on 09/21/16. Ms. [redacted] is correct we dohave a 30 day sleep guarantee in which the customer may exchange an inner springmattress for one of equal or great value within 30 days when...

they are unhappy.When Ms. [redacted] came in some eight months later with a warranty issue we allowedher to use her THIRTY DAY sleep guarantee eight months later and select adifferent mattress which she did on 05/14/17. NOT ONLY That but in effort to makeher happy we warrantied (replaced) the "Marcus" King in which the rep personallysupervised the building of at the factory to make sure there would no problemsand WE LET HER KEEP THIS $1500.00 MARCUS MATTRESS SET AT NO CHARGE!We do not and will not refund mattresses. She has a FREE mattress set and anEclipse Mattress Set Ms. [redacted] essentiality got at half price. If she feels she still hasa warranty issue with the Marcus she can contact American Bedding in Syracuse at(315) 437 1328 and they will have an outside representative contact her forwarranty.We did nothing wrong and have gone above and beyond for this customer.Thank You,Kevin M. [redacted]President

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   After deciding what purchase to make, we approached the counter with the manager Richard.  He said he was going to send a 4 digit code to my phone, I placed my phone on the counter for him to read. After a few moments, he said the process was taking too long and he was sending another code. All of this happened while my phone was directly in front of him. I never read anything on the message, he only stated he needed the 4 digit pin to put in the computer. I was not told what the pin was for or that it was to sign a lease.  I never would have authorized anyone else to sign my name on a lease that I had never read the terms and conditions too. I was not told that anyone could run it through other companies to provide an interest free loan. Attached is the email that I received from the manager Richard. He offered for me to pay the intial amount of the transaction directly to Mattress Express which is what I emailed back and agreed to.  I would never have signed an agreeement to pay off this amount within 90 days, I would have just paid for it outright if I had that kind of money up front.  Regards,  [redacted]

The consumer has received their mattress and prepaid card and have stated they are satisfied.I can be reached at 315.385.7533 with any questions.Thank You,Kevin [redacted]President I CEO