Mattress Liquidators

January 24, 2020

President Ken Humphrey
c/o mattressliquidatorsil.com
2501 Wabash Avenue
Springfield, IL 62704

RE: Customer Resolution for ***

On Friday, January 10, 2020, I purchased a queen mattress and wood base from Mattress Liquidators of Peoria (dba mattress.liquidators.il.com) from Terry. I charged this purchase on my Platinum USAA Visa that included a delivery charge of $49. The total purchase price was over $820. Terry and I discussed delivery and set-up at my apartment complex. I did mention that I would need them to take out my old mattress and box spring and replace them with my new queen memory foam mattress and wood base. Terry set up the delivery for Monday, January 13, 2020. He told me to expect a call around 1:00 p.m. that would be about a half hour before the actual delivery and set-up of the mattress.

On January 13, 2020, at approximately 1:15 p.m., I received a telephone call from a male at the telephone number *** He said that they would be delivering my mattress in approximately 45 minutes. Around 2:00 p.m., I went to the door of my apartment complex and waited for them to arrive. When they arrived approximately 10 minutes later, I informed them that I did have a mattress and box spring to be hauled away. (One of the delivery men had asked this right after they arrived.) I helped them out by holding the door to my apartment complex open as well as the door to my apartment, so that they would be able to complete the delivery with the least possible effort.

They did take out my old mattress and box spring with the zippered mattress protector on both.
However, right after they left, I noticed a long, noticeable scratch in the vinyl flooring that ran from the very edge of the door mat, (positioned right behind the door opening of the apartment door), across the floor on an angle and over the gold metal carpet protector (the gold metal carpet protector was scratched also). It was obvious that this scratch (quite jagged and deep in some parts) was the result of these two delivery men dragging a mattress across the flooring without picking up the mattress. This could have been avoided so easily if the delivery men just picked up the mattress this short way instead of placing it on the vinyl flooring and dragging it across this area. My friend/advisor, ***, took pictures of the damage and called Mattress Liquidators on January 16, 2020, approximately to inform them of the damage they had caused to the vinyl flooring and to ask for some type of repair or compensation. However, no one answered the call and called *** back or called me either.

I am seeking repair or compensation of the scratched vinyl flooring as the remedy for this damage. On January 24, 2020, at approximately 12:45 p.m ., *** and I visited Mattress Liquidators and spoke to Terry about the above matter and showed him nine (9) pictures of the damage. He directed us to email the pictures and a detailed explanation to the President, Ken Humphrey, for compensation. Terry did acknowledge the damage and remarked that the apartment complex I live in would probably want compensation for the damage done to the vinyl flooring when I moved out. I am getting the President of Mattress Liquidators, Ken Humphrey [telephone ***, involved at Terry’s request, as this is a business that sells mattresses and performs the set-up and delivery of the new mattress and wood base as well as the taking out of the old mattress and box spring, and hauling them away.

Sincerely

I placed a King Size Mattress on a layaway plan on 9/7/2019 at this place of business. I paid a deposit on this day and was given a receipt for the deposit. I walked into the store again on 9/26/19 and advised a female store clerk that I would like to cancel my layaway and have my deposit returned to me. I was THEN told that my deposit was NON REFUNDABLE. She advised me that she is not the one that makes the decision and that she would have the owner contact me. After 2 days (and another trip into the store) I received a call from the owner. I asked him about my deposit and for him to SHOW me or reference me where on my contract/receipt that I signed says my deposit is NON refundable. He was unable to do so and told me that there was nothing he can do as he "doesn't refund money". I asked him again to SHOW me IN WRITING, since I SIGNED, where in his literature that the deposit was NON refundable and even read the original contract to him verbatim, he repeated that he was not giving my money back and that I needed "to just do what I needed to do". At that time the call was ended. I have been misled with regards to this transaction and business. I was led to believe by the original sales representative whose name is Terry, that I was placing a hold on a product, and that my deposit was FULLY refundable should I want to cancel the layaway. I was NEVER told that the deposit being held was NON refundable if cancelling before the 90 day time frame. I have reviewed the website as well & it says nothing about a NON refundable deposit either. This BY FAR is unfair and unjust business practices. If I would have been told BEFORE the transaction it was NONREFUNDABLE, I would have NEVER initiated the transaction, as I explained to Terry that there still had to be a final decision made on the pricing with my significant other. He lead me to believe that I would be able to change my mind WITHOUT consequence if done before 90 days. I have attempted to resolve this with the owner and was completely stonewalled.

We bought (and paid for) a mattress Friday May 17. We returned to the store Saturday morning with our truck for the mattress . The store couldn't find it. We were told it must've been put on the delivery truck by mistake . Hard to understand that since it wouldn't have had an address . Nonetheless , we were promised delivery (free of charge) Monday . However , the store isn't open and won't be open again until Thursday . The trip to this store is a 50 mile round trip for us. We have traveled 100 miles, we still don't have our mattress and no way to contact the store or the owner until Thursday . I'm in wheelchair due to past polio , and a future hip replacement procedure . I am in need of this mattress for sleep purposes. In the meantime , the store has our money, and our mattress as well as have lied to us about when it will be delivered . Plus , we have no way to contact the store until Thursday .

I purchased 3 mattresses on May 13, 2018 from Mattress Liquidators at White Oaks Mall. 1 king size and 2 queen size. I explained before purchasing that 2 of the mattresses would have to be delivered over a 2nd floor balcony and the salesperson agreed that this could be done. so I went ahead and made the purchase. The beds were delivered on the following Wednesday. the delivery people did not bring a ladder or any rope. I loaned them a ladder (which they broke) that I had in the garage and they used some ratchet straps tied together. they go the queen mattress upstairs and I noticed the corner was filthy and mentioned to them, they said I had to call the store about it and they would replace it. This was a solid white mattress it is very noticeable. then on the king size bed, one delivery guy hoisted it above it head on the ladder and it flipped over backwards onto the cement driveway and he fell on top of it. I had to help with getting the mattresses to the 2nd floor. the king size mattress also had a red stain on the edge, I think it was probably from the red ratchet strap. again I mention it to the delivery people and they make notation of it and tell me to contact the store. I called the store the next day and they salesperson told me he would call me back. he said that he had to contact hq about it and call me back. I called back and he said they would replace the queen size mattress the next wednesday which is delivery day and send me a mattreess cover for the king size bed and refund me the price of the delivery and refund me $100 because that mattress was advertised for 599.99 and I was charged 699.99. he said the price adjustments would be done after the mattress was replaced. so they didnt show up that wednesday, I took off work to be home for delivery, no calls or anything. I call the following day and the salesperson seemed to be putting me off saying he would call me back. I always had to keep calling and they wouldnt answer(caller Id). so I get a hold of the salesperson and again he says he doesnt know what happened but it will be delivered the following wednesday,, that he personally would be there and see to it. AGAIN no show on that wednesday. so I call again and he again says he doesnt know what is going on and that it would be delivered this past wednesday June 6th. The delivery people showed up!!!!! Then they unloaded the mattress and it had water damage all over the side of the solid white mattress and I pointed it out to them and refused acceptance of this mattress. I called today 6/7/18 and they wouldnt answer my calls, (caller ID) I called from a different phone and they answer and I ask whats the deal with my bed. He says that they are not going to do anything else on the bed, and that they were finished with this.

I Ordered a firm mattress from mattress liquidators and told them I wanted a firm mattress. They instead delivered a plush mattress to me and it has screwed up my right shoulder which was injured back in April due to a bike accident I had along *** in Springfield.

I went in thinking there was no way I would be able to afford the size bed I wanted and was surprised when I found the perfect bed. They delivered it and set it up and even hauled away my old one. I will definitely refer friends and family to them.

This company is selling USED products and stating they are new. We purchased a 'new' mattress and box spring at the White Oaks Mall location. When our product was delivered (paid $40 delivery fee) it was in sealed packaging, however when we unwrapped the box springs were smelling of stale cigarette smoke. They smelled as if they were previously located in a smoking room of a hotel. The mattress looked as if it was in new condition however all tags had been removed and unable to see what the specifics are. The company advertised it was the 'luxury firm model' and I am sure it is the firm model as a friend has the luxury firm model that they purchased directly from the website of the Saatva retailer and it is not the same product. My husband called the ML's store Saturday morning and spoke to a sales representative who stated again that the products were new. The salesman stated he would call his manager. My husband didn't get a return phone call and called back to be told they would exchange or refund the product. We borrowed a friends tuck and hauled the box springs back to the store for a refund. I am now wanting to return the mattress as it is not what the company advertised as a "new luxury firm" mattress. They stated all sales are final, yet I didn't sign anything stating that I understood or was told that.