Parks Pharmacy

Sent: Monday, April 03, 2017 9:04 AM Subject: ID [redacted] Upon review of Ms. [redacted]’s account, the refund of $840.07 was refunded via check and mailed on March 17, 2017. On March 28, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her concerns. A detailed message was left...

with a call back number. On March 31, 2017, a Customer Relations Representative contacted Ms. [redacted]. Ms. [redacted] advised there was a bad connection and disconnected the call. The Representative tried to re-establish a connection to no avail. A detailed message was left with a call back number. As we take these complaints very seriously, we believe no further action is required. Should you need additional information please feel free to contact Kuina [redacted] at (516)-861-7503 or [redacted] Vanessa [redacted] Customer Care Manager | Mattress Firm Office: 516.861.7626 Cell: 631.885.4281 Improving Lives One Relationship at a Time "This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic mail or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you."

Upon receipt of the rebuttal filed by Mr. [redacted], a Customer Relations Representative contacted him on July 22, 2017, and confirmed that Mr. [redacted] had processed the complaint against the incorrect company. Mr. [redacted] was advised to close out the complaint against Mattress Firm, and process the complaint with [redacted].  As we take these complaints seriously, we feel at this time no further action is required. Should you have any additional questions, please feel free to contact Karen [redacted] at (516)-861-[redacted] or Karen.[redacted]@mfrm.com.

Case #: [redacted] Mattress Firm is in receipt of your inquiry regarding [redacted] In review of the consumers concern regarding the Jacuzzi currently in his home, the area manager was contacted on his behalf. The area manager has partnered with the consumer in an effort to come to a resolve...

the consumer finds satisfactory. To date there has been no definitive resolve to confirm if the Jacuzzi will be repaired, replaced or removed. Mr. [redacted] is also working closely with our corporate office to ensure the matter is resolved amicably. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at (516)861-7494 or [redacted]

Our record indicate that this issue has been resolved for these items.  Warranty claims can take 4-6 weeks to process. We show the mattress was approved for warranty and replaced on 8-31-15.  We are sorry for any  inconvenience this may have caused for you. Thank you for being a...

valued customer. Please feel free to call us at 1-866-942-3551 if you have any further questions.

Good afternoon,   Thank you for reaching out to us. I see that your box was returned and have submitted a refund for the $79.99 as an apology for the experience that you had in our store. I sincerely apologize for this inconvenience. Please allow 7-10 business days to receive you refund for the remainder of the box spring.

Greetings Ms. [redacted], Thank you for sharing your concern with us. Do you have your original invoice number or order number so that our customer care team can assist you? Many thanks Mattress Firm Customer Care

ID: [redacted]On 1/31/2018 a Customer Relations representative reached out to Mr. [redacted] regarding the promised $79.99 refund he has yet to receive. It has been confirmed that his check has been printed and mailed today and he should be receiving it shortly. As we take these complaints very seriously, we will continue to keep in contact with Mr. [redacted] until his check has been confirmed recieved. If you should require additional information, please do not hesitate to contact April [redacted] at 346-718-5447 or april.[redacted]@mfrm.com.

Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative contacted her on June 24 and 26, 2017 to no avail. A detailed message was left for her with a call back number. As we take these complaints seriously, we will continue to work with Ms. [redacted] to ensure her complaint...

is resolved. Should you have any additional questions, please feel free to contact Stenio [redacted] at (516)-861-7763 or Stenio.[redacted]@mfrm.com.

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/1/2017 and assigned ID [redacted]They have acknowledged and refunded the sum in...

dispute.
Regards,[redacted]

Upon receipt of Ms. [redacted]’s rebuttal, a Customer Relations Representative reach out to her to apologize that her mattress arrived damaged. An exchange was coordinated and scheduled for May 19, 2017. If Ms. [redacted] should have any further questions please have her contact us at her earliest convenience. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle [redacted] at [redacted] or chanelle.[redacted]@mfrm.com.

We will continue to work with Ms. Govier to resolve her complaint. Should you have any questions, please contact[redacted] Joseph at[redacted] or via email at [redacted]

Sent: Thursday, December 29, 2016 9:32 AM Subject: ID [redacted]   ...

                                        ...⇄ Our Customer Relations Department contacted Mr. [redacted] regarding a bed bug claim.  Mattress Firm takes extreme precautions to avoid any such issue take place in our customer homes based on the preventive measures. We have explained to Mr. [redacted] that Mattress Firm takes no responsibility to the bed bug issue taking place at his residence. In the pursuit of customer satisfaction, we have offered to provide a partial refund in the amount of $1,120.74; Mr. [redacted] has accepted our offer. A release letter will be emailed to Mr. [redacted] to sign. Upon receipt of release agreement, Mattress Firm will process the refund, which will reflect back to his [redacted] finance account.   We believe that Mr. [redacted] complaint has been resolved at this time.  Should you have any other questions, please contact Stenio [redacted] (516)861-7763 or e-mail at s[redacted]@mattress.com.     Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department 1000 South Oyster Bay Road, Hicksville, NY 11801 Office: +1 (516) 861-7626 Mobile: +[redacted] VG[redacted]@mattress.com

Case # [redacted] On April 24, 2017, Mrs. [redacted] was contacted by a member of our Customer Relations Department where she advised the tax from the original purchase was not applied to her recently purchased order. In review of Mrs. [redacted] account the order did reflect the tax was not applied, Mattress firm has submitted a credit in the amount of $126.00 back to Mrs. [redacted] in the form of her original payment. As we take the complaints very serious, we believe no additional responses are required at this time. Should you require additional assistance please do not hesitate to contact Stenio [redacted] at 516-861-7763 or stenio.[redacted]@mfrm.com

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
It has taken 5 months for Mattress Firm to respond to our complaint, They removed my old mattress without my consent, in fact I told them to put it in the garage. So they carried to the garage and then right out the garage door. I complained right away but no one would address my issue. when Mattress firm kept sending me damaged mattresses and while I kept returning them, I would have had a bed to sleep on during the exchanges and when the local store actually finally told me that the mattress they sold me was discontinued and they did not have anymore,,, yep if I wold have had my old mattress I would still have had a bed to sleep on, but I am sure one of their employees was enjoying it, while my wife and I slept on a air mattress until we purchased another mattress. Mattress Firm should reimburse me for the other mattress I purchased. They sold me a discontinued mattress and only had used damaged mattresses they tried to sale to me as new, and stole my old mattress. Yes, the least they could do is reimburse my cost for the other mattress.

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.  Though I understand that is is easier to place the responsiblity back on the consumer to take care of the issue,  I will definately be submitting second warranty claim.  This is not the first time that I will consider myself the better person and will follow your process though you are not scaring me with the threat of your inspector getting into trouble for making a comment that the mattress was faulty to me directly.  If you pay them not to state the obvious to the customer, then that is how you do business.  I plan to pursue this matter and I will not let you bully me into stating the fact that your inspector stated to me that the mattress appeared to be defective.  I understand that he needs to keep his job and that it is in his best interest to keep your company in business.  I know that from the time I submitted the first warranty claim that it was just your company's way of having written documentation that the claim was denied.   
Regards.

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

Case # [redacted]
On February 17, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns pertaining to his queen-size [redacted] mattress. Mr. [redacted] requested a full refund due to a Manufacturer’s defect. Due to Mr. [redacted] placing an order without using the warranty...

credit granted by the manufacturer at the time of delivery the items were removed from the home. In the pursuit of customer satisfaction since we are not able to submit the defective items back to the [redacted] Mattress firm has offered a partial credit in the amount of $ 232.54. Mr. [redacted] has accepted our offer and the check will be expedited.
As we take these complaints very seriously and at this time, believe that no further action is required. If you need any further assistance, please contact Stenio [redacted] at (516)-861-7763 or stenio.[redacted]@mfrm.com.

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.  
Sent: Thursday, August 11, 2016 2:38 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   We have still heard nothing from Mattress Firm on our claim. How should we proceed?Regards, [redacted] Sent from my [redacted]

Dear Mrs. [redacted], We are extremely sorry to hear about the holdup with your refund check. We are truly embarrassed that it's taken this long to get you your check. We've reached out to Vachel about the issue and he showed us proof of the document he sent to our accounting department to be...

paid out. We've now included the regional VP of operations to submit the request so that our accounting department can put a rush in getting you the check. Again we apologize for this inconvenience and are working diligently to get it resolved for you asap.

ID [redacted] On 6/8/2017, a Customer Relations Representative reached out to Ms. [redacted] to address her concerns regarding her hot tub order. We arranged for a display model to be delivered on 6/14/2017 with an addition $1000 savings.  We sincerely apologize for the inconvenience. As we take these...

complaints very seriously, we believe that no further action is required at this time. If you should require additional information, please do not hesitate to contact April [redacted] at 346-718-5447 or april.[redacted]@mfrm.com.