Mt. Vernon Sleep Shop, Inc.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
I am not satisfied with anything from MtVernon Sleep Galleries *** *** *** * *** *** solutions or statements for the following reasons:
I signed an agreement with MtVernon Sleep Galleries on 7/13/(day bed that was discontinued) and again on 7/29/for a new bed from this store. Not a broken or damaged bed, nor a bed that needs repairs. As of today I still do not have a good unbroken or undamaged bed from this store.
*** *** *** stated to me that he wants me to keep receiving beds from MtVernon Sleep Galleries until they can get it right. What if they NEVER get it right? As of today, THEY HAVEN’T and I still do not have a bed for my daughter to sleep in
I had to go to the store, because *** *** *** did not call me with any resolutions/follto the problems with the beds both times. *** *** *** *** and the store employees lack communication and customer service skills horribly
My house is not a storage unit for Mt. Vernon Sleep Galleries broken and damaged furniture. Storage units cost and I’m going to start charging this store for storage at my house as of today (10/23/14). You will be charged $per day/$per month.
My time is just as valuable as MtVernon Sleep Galleries and *** *** *** So why should I have to keep wasting my weekends and week days to receive damaged and broken furniture? I am too busy of a person for stuff like this
*** never offered to deliver the furniture to my house on September 22, 2014. He offered to go after the store closed to inspect the bed and let me know the status of the beds condition.
If the bed was not broken or damaged he would then schedule a delivery date. That was not a good solution for me as I had to get up for work early the next morning (4:a.m.) and he wasn’t sure about how late he would be calling me
*** even told me in the store during one of my visits for the status of my furniture, that the store will deem what is acceptable furniture. I informed him that he was WRONG!! Customers pay good hard earned money for good furniture, not broken or damage furniture (or furniture that needs repairs) that your store has delivered to me
*** *** *** told me that they inspect all beds before they are delivered to the customers. Then explain to me why I have received a broken and damaged bed so far if what he claims is true?
*** ***
October 23,
Regards,
*** ***

Despite the fact the current merchandise was received and signed for by the consumer in acceptable condition, which places the current issue as either a warranty or abuse situation, we have willingly classified this as a warranty replacement, and waived the normal warranty transportation/labor charges.  We have had the replacement headboard and foot board in stock, and stand ready to schedule our service crew to deliver and replace these items at no charge.  We feel that we have not only lived up to our side of the purchase agreement, but exceeded it.

Revdex.com:
I have reviewed the offer 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.
When a customer signs an agreement with your store for a new bed that is what they expect to get.  Not a broken or damaged bed which is all I have received from your store so far (nor do they want to hear from you that they should keep receiving broken and damaged beds until you all can get it right – which is what YOU told me).  What if you NEVER get it right?  So far you HAVEN’T!  Not to mention that I have been waiting for a bed for my daughter to sleep in since July 2014 (which is pathetic on your stores part) and the lack of communication from you and your store employees.  I have had to keep going to your store, because of lack of communication from your store (which is also pathetic).
 
When the first bed was delivered with the broken headboard and a damaged foot board, I was told that I was signing for the delivery only per the driver.  I chased them down the street and asked them to come back to my house to see the broken and damaged furniture that they had just delivered.  Which they did.  They also took pictures and noted the paperwork to the fact I am stating.
 
When the second bed arrived.  My mother told the drivers that she didn’t want to sign the paperwork, because if anything was wrong with the bed she didn’t want me mad at her.  They told her that she was just signing for the delivery of the furniture and told her not to worry about it, because the store would take care of any problems if there was any.  Which there was and you know it.  You told me that shipping had caused that kind of damage after I showed you the pictures. 
 
Now you want to tell me that this is a warranty issue and that you are being nice and not charging me for warranty delivery.  You also stated that these issues could be abuse to the furniture.  You have your nerve to say that when you know for a fact that it came broken and damaged to my house.  You must be totally out of your mind!  Your store has never done anything right yet
and has failed to deliver anything to my house without it being broken or damaged.  You call this exceeding expectations?  Well, you are totally WRONG!  Wake up and smell the roses.  Your grade is an F for FAILURE TO MEET ANY EXPECTATIONS!
 
Then you have the nerve to tell the Revdex.com that you keep these items in stock.  Do you not know how to tell the truth?  You have it on hand now, because you reordered it.  You have had to order this bed every time.
Regards,
[redacted]

[redacted] originally purchased a daybed, twin mattress, and queen size mattress topper on 7/13/14.  All of...

the merchandise needed to be ordered, and the arrangement was that we would call her once the merchandise arrived (we receive shipments from that vendor every 2-4 weeks), and schedule a delivery.  Unfortunately we received notification from the daybed vendor that the truck would not be delivering her daybed because it had been discontinued.  We contacted [redacted], informed her of the problem, and offered her the choice of a refund, or the option of selecting different merchandise. 
 
On July 29th, she came into the store, picked out a replacement bed ([redacted]), and agreed to order it.  This bed was less expensive, and we refunded the difference to her credit card.  When we delivered The [redacted] Bed, there was damage to the headboard and footboard.  Our service crew took pictures, and noted the damage on the delivery ticket.  The bed was left at her home since her daughter needed a place to sleep, and the damage was cosmetic in nature.  A headboard and footboard was ordered for her, with the understanding that we would call when it arrived, and switched out. 
The week of August 24th [redacted] was called notifying her that her replacement parts were in.  A delivery date was scheduled for Wednesday, September 3rd.  Upon delivery, [redacted]’ mother ([redacted]) answered the door, and insisted to inspect the headboard and footboard on the front porch before we brought it in.  After thorough inspection, she allowed us to deliver and install the replacement parts.  She signed the delivery ticket, indicating that everything was in satisfactory condition, and our service crew left. 
 
On September 8th, [redacted] and her mother came in and showed me pictures of what appeared to be small black marks on the underneath side of both the headboard and footboard (difficult to tell since the pictures were on her cell phone).  We had difficulty getting her phone to email the pictures, but were finally successful in having her text me the pictures.  After a delay caused by a miscommunication between myself and another employee ([redacted]), we were able to get the manufacturer to replace the headboard and footboard under warranty, and the parts were ordered. 
 
On the weekend of September 20th, [redacted]’ replacement parts arrived.  She came into our store on Monday (September 22) demanding a refund.  [redacted] informed her that the headboard had arrived, but had not been inspected (all furniture is checked before a customer is called for delivery).  He told her that he would be willing to personally drive to the warehouse after the store closed at 9pm, inspect the merchandise, and then deliver it to her home that evening (not in his job description).  [redacted] was angry, and refused anything except a refund. 
The next day I received the note [redacted] left me about what had happened, and I called [redacted].  I explained to her that we want to take care of her, but under the purchase agreement that she agreed to, we would not be able to issue her a refund.  She angrily hung up the phone.  A few moments later she called back demanding a corporate phone number.  I explained to her that this is our only store and there is no corporate office.  She angrily hung up the phone again. 
 
During this entire time, we have never denied service to [redacted], and want nothing more to fulfill our obligation under the purchase agreement.   We very much wish to deliver and install the replacement parts we ordered for [redacted].  [redacted] is a copy of the original purchase agreement (the Daybed), the second purchase agreement ([redacted] Bed), and the delivery ticket her mother signed on September 3rd. 
 
Sincerely,
 
[redacted]
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer contacted our office to say that the response from the business is false. Many times the business is lying in the response, for one her mother was not with her and the business never followed up with her to let her know that the bed was in fact not coming because it was discontinued. She would like her money back and the damaged bed removed from her home since this is the second damaged bed she has gotten from this business.

Mt Vernon Sleep Galleries has provided documentation including the customer's signature agreeing to the purchase agreement, as well as an accurate description and time line of the services that took place.  We are sorry that [redacted] is not satisfied with her purchase, and wishes to return it.   Unfortunately, the terms she agreed to specifically state this is not an option.  We are more than willing to deliver her replacement parts, and will happily uphold our end of the purchase agreement.  We only ask that she uphold her end of the agreement as well.

Review: On 7/13/14 I purchased a daybed, mattress, and an active fusion topper from Mt. Vernon Sleep Galleries in Fredericksburg, Virginia. After waiting for over two weeks, I was informed that the daybed was discontinued. They asked me to come into the store to choose a new bed or get a refund. I chose to order the [redacted] bed on 7/29/14 and was issued a refund of the difference in cost. When the [redacted] bed was delivered it was damaged (the drivers took pictures). I went to the store and they ordered a new bed after they verified the damage with the delivery drivers and looking at the pictures that the drivers took of the damage. The second [redacted] bed was delivered while I was at work. I came home to inspect it and found it damaged. I went to the store with the pictures of the damage. [redacted] the store manager asked me to text him the pictures, which I did that night while in the store. He said he would send the pictures to a co-worker and they would get back in touch with me on how they were going to handle the damage bed, which they never did. I’ve been to the store numerous times to try to get this resolved without any resolution. I went to the store again after not hearing from them on 9/22/14 and told them I wanted the damaged bed and mattress picked up and for me to be issued a refund. The gentleman told me that they have another bed and offered to go to the warehouse and inspect it after the store closed and call me if it was fine. Then he would schedule a new delivery date. I told him that I was fed up and just wanted a refund and that I had given them enough chances to get things correct and they have failed at everything. The gentleman at the store said he will email the store manager [redacted] and have him call me in the morning. The gentleman then called me back to say [redacted] would call me on 9/23/14 in the afternoon when he comes into work. [redacted] the store manager called me on 9/23/14 and said he would not give me a refund and refused to pick up the damaged bed and mattress. He said he would keep replacing the bed until they could get it right. I told him that this was unacceptable and that he didn’t follow through or up on anything and that I was fed up and wanted a refund. I got irate with him and hung up on him. I called back asked for his bosses name and number, but he refused to give me the information, so I hung up again. As of right now they have cost me money and time and my daughter still does not have a bed. I’m totally fed up and disgusted with this store and poor customer service. I want the bed and mattress removed from my house and a refund issued back to my credit card (Bed - $353.23, Mattress - $232.12, and State Tax - $30.75 = Total Refund $616.10).

Any assistance you can give me with this nightmare would truly be appreciated.Desired Settlement: I want the bed and mattress removed by them from my house and refund issued to my credit card.

Business

Response:

[redacted] originally purchased a daybed, twin mattress, and queen size mattress topper on 7/13/14. All of the merchandise needed to be ordered, and the arrangement was that we would call her once the merchandise arrived (we receive shipments from that vendor every 2-4 weeks), and schedule a delivery. Unfortunately we received notification from the daybed vendor that the truck would not be delivering her daybed because it had been discontinued. We contacted [redacted], informed her of the problem, and offered her the choice of a refund, or the option of selecting different merchandise.

On July 29th, she came into the store, picked out a replacement bed ([redacted]), and agreed to order it. This bed was less expensive, and we refunded the difference to her credit card. When we delivered The [redacted] Bed, there was damage to the headboard and footboard. Our service crew took pictures, and noted the damage on the delivery ticket. The bed was left at her home since her daughter needed a place to sleep, and the damage was cosmetic in nature. A headboard and footboard was ordered for her, with the understanding that we would call when it arrived, and switched out.

The week of August 24th [redacted] was called notifying her that her replacement parts were in. A delivery date was scheduled for Wednesday, September 3rd. Upon delivery, [redacted]’ mother ([redacted]) answered the door, and insisted to inspect the headboard and footboard on the front porch before we brought it in. After thorough inspection, she allowed us to deliver and install the replacement parts. She signed the delivery ticket, indicating that everything was in satisfactory condition, and our service crew left.

On September 8th, [redacted] and her mother came in and showed me pictures of what appeared to be small black marks on the underneath side of both the headboard and footboard (difficult to tell since the pictures were on her cell phone). We had difficulty getting her phone to email the pictures, but were finally successful in having her text me the pictures. After a delay caused by a miscommunication between myself and another employee ([redacted]), we were able to get the manufacturer to replace the headboard and footboard under warranty, and the parts were ordered.

On the weekend of September 20th, [redacted]’ replacement parts arrived. She came into our store on Monday (September 22) demanding a refund. [redacted] informed her that the headboard had arrived, but had not been inspected (all furniture is checked before a customer is called for delivery). He told her that he would be willing to personally drive to the warehouse after the store closed at 9pm, inspect the merchandise, and then deliver it to her home that evening (not in his job description). [redacted] was angry, and refused anything except a refund.

The next day I received the note [redacted] left me about what had happened, and I called [redacted]. I explained to her that we want to take care of her, but under the purchase agreement that she agreed to, we would not be able to issue her a refund. She angrily hung up the phone. A few moments later she called back demanding a corporate phone number. I explained to her that this is our only store and there is no corporate office. She angrily hung up the phone again.

During this entire time, we have never denied service to [redacted], and want nothing more to fulfill our obligation under the purchase agreement. We very much wish to deliver and install the replacement parts we ordered for [redacted] is a copy of the original purchase agreement (the Daybed), the second purchase agreement ([redacted] Bed), and the delivery ticket her mother signed on September 3rd.

Sincerely,

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted our office to say that the response from the business is false. Many times the business is lying in the response, for one her mother was not with her and the business never followed up with her to let her know that the bed was in fact not coming because it was discontinued. She would like her money back and the damaged bed removed from her home since this is the second damaged bed she has gotten from this business.

Business

Response:

Mt Vernon Sleep Galleries has provided documentation including the customer's signature agreeing to the purchase agreement, as well as an accurate description and time line of the services that took place. We are sorry that [redacted] is not satisfied with her purchase, and wishes to return it. Unfortunately, the terms she agreed to specifically state this is not an option. We are more than willing to deliver her replacement parts, and will happily uphold our end of the purchase agreement. We only ask that she uphold her end of the agreement as well.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

I am not satisfied with anything from Mt. Vernon Sleep Galleries [redacted] solutions or statements for the following reasons:

I signed an agreement with Mt. Vernon Sleep Galleries on 7/13/14 (day bed that was discontinued) and again on 7/29/14 for a new bed from this store. Not a broken or damaged bed, nor a bed that needs repairs. As of today I still do not have a good unbroken or undamaged bed from this store.

[redacted] stated to me that he wants me to keep receiving beds from Mt. Vernon Sleep Galleries until they can get it right. What if they NEVER get it right? As of today, THEY HAVEN’T and I still do not have a bed for my daughter to sleep in.

I had to go to the store, because [redacted] did not call me with any resolutions/follow-up to the problems with the beds both times. [redacted] and the store employees lack communication and customer service skills horribly.

My house is not a storage unit for Mt. Vernon Sleep Galleries broken and damaged furniture. Storage units cost and I’m going to start charging this store for storage at my house as of today (10/23/14). You will be charged $5.00 per day/$150 per month.

My time is just as valuable as Mt. Vernon Sleep Galleries and [redacted] So why should I have to keep wasting my weekends and week days to receive damaged and broken furniture? I am too busy of a person for stuff like this.

[redacted] never offered to deliver the furniture to my house on September 22, 2014. He offered to go after the store closed to inspect the bed and let me know the status of the beds condition.

If the bed was not broken or damaged he would then schedule a delivery date. That was not a good solution for me as I had to get up for work early the next morning (4:30 a.m.) and he wasn’t sure about how late he would be calling me.

[redacted] even told me in the store during one of my visits for the status of my furniture, that the store will deem what is acceptable furniture. I informed him that he was WRONG!! Customers pay good hard earned money for good furniture, not broken or damage furniture (or furniture that needs repairs) that your store has delivered to me.

[redacted] told me that they inspect all beds before they are delivered to the customers. Then explain to me why I have received a broken and damaged bed so far if what he claims is true?

[redacted]

October 23, 2014

Regards,

Business

Response:

Despite the fact the current merchandise was received and signed for by the consumer in acceptable condition, which places the current issue as either a warranty or abuse situation, we have willingly classified this as a warranty replacement, and waived the normal warranty transportation/labor charges. We have had the replacement headboard and foot board in stock, and stand ready to schedule our service crew to deliver and replace these items at no charge. We feel that we have not only lived up to our side of the purchase agreement, but exceeded it.

Consumer

Response:

I have reviewed the offer 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.

When a customer signs an agreement with your store for a new bed that is what they expect to get. Not a broken or damaged bed which is all I have received from your store so far (nor do they want to hear from you that they should keep receiving broken and damaged beds until you all can get it right – which is what YOU told me). What if you NEVER get it right? So far you HAVEN’T! Not to mention that I have been waiting for a bed for my daughter to sleep in since July 2014 (which is pathetic on your stores part) and the lack of communication from you and your store employees. I have had to keep going to your store, because of lack of communication from your store (which is also pathetic).

When the first bed was delivered with the broken headboard and a damaged foot board, I was told that I was signing for the delivery only per the driver. I chased them down the street and asked them to come back to my house to see the broken and damaged furniture that they had just delivered. Which they did. They also took pictures and noted the paperwork to the fact I am stating.

When the second bed arrived. My mother told the drivers that she didn’t want to sign the paperwork, because if anything was wrong with the bed she didn’t want me mad at her. They told her that she was just signing for the delivery of the furniture and told her not to worry about it, because the store would take care of any problems if there was any. Which there was and you know it. You told me that shipping had caused that kind of damage after I showed you the pictures.

Now you want to tell me that this is a warranty issue and that you are being nice and not charging me for warranty delivery. You also stated that these issues could be abuse to the furniture. You have your nerve to say that when you know for a fact that it came broken and damaged to my house. You must be totally out of your mind! Your store has never done anything right yet

and has failed to deliver anything to my house without it being broken or damaged. You call this exceeding expectations? Well, you are totally WRONG! Wake up and smell the roses. Your grade is an F for FAILURE TO MEET ANY EXPECTATIONS!

Then you have the nerve to tell the Revdex.com that you keep these items in stock. Do you not know how to tell the truth? You have it on hand now, because you reordered it. You have had to order this bed every time.

Regards,