Original Mattress Factory

I am in receipt of your letter dated March 27,regarding the above listed complaint.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products andtheir qualityWe realize that we will never be able to satisfy 100% of our customers, but when a situation does arisewe do our best to resolve any issues and strive for the win-win solution.In response to the customer's desired settlement far a full refund of the box spring, please understand that for theprotection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials.Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited tomattresses, box springs, pillows, sheets, mattress pads, covers and protectorsThis position is clearly stated on signsdisplayed on our sales desks, in the warranty card that the customer received at the time of purchase, on our websiteand on the back of the invoice the customer received at the time of purchaseThe return policy was also stamped onthe customer's copy of the invoice at the time of purchase and was on the receipt that was signed by the customer aswellA copy of our warranty card and the signed receipt is enclosed for your reference.We take pride in our products, the people who work for us and our nine point Philosophy based on integrity thatlguides our businessOur approach is designed to provide information to customers so that they may make an informeddecision based on their personal preferenceTherefore, our sales associate explained the function and benefit of aworking box springWe have a strong reputation for quality and service and more than half of our business comesfrom repeat customers or referrals, so there is no incentive for us to intimidate or pressure these customers or anyother customer as they have inferred in their complaint.Our position remains the sameWe do not accept returns, once the product has left our possessionIf you have anyadditional questions or would like more information on this matter, please do not hesitate to contact me.Sincerely, [redacted] The Original Mattress FactoryWe make mattresses right right in our store!

I am in receipt of your letter dated March 27,2015 regarding the above listed complaint.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products andtheir quality. We realize that we will never be able to satisfy 100% of our customers, but when a...

situation does arisewe do our best to resolve any issues and strive for the win-win solution.In response to the customer's desired settlement far a full refund of the box spring, please understand that for theprotection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials.Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited tomattresses, box springs, pillows, sheets, mattress pads, covers and protectors. This position is clearly stated on signsdisplayed on our sales desks, in the warranty card that the customer received at the time of purchase, on our websiteand on the back of the invoice the customer received at the time of purchase. The return policy was also stamped onthe customer's copy of the invoice at the time of purchase and was on the receipt that was signed by the customer aswell. A copy of our warranty card and the signed receipt is enclosed for your reference.We take pride in our products, the people who work for us and our nine point Philosophy based on integrity thatlguides our business. Our approach is designed to provide information to customers so that they may make an informeddecision based on their personal preference. Therefore, our sales associate explained the function and benefit of aworking box spring. We have a strong reputation for quality and service and more than half of our business comesfrom repeat customers or referrals, so there is no incentive for us to intimidate or pressure these customers or anyother customer as they have inferred in their complaint.Our position remains the same. We do not accept returns, once the product has left our possession. If you have anyadditional questions or would like more information on this matter, please do not hesitate to contact me.Sincerely,[redacted]The Original Mattress FactoryWe make mattresses right ... right in our store!.