Parks Pharmacy

Case # [redacted]On June 21, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns. Upon review of his account the Representative contact [redacted] and [redacted] for further clarification. The manufacture advised Mr. [redacted] mattress was found up to their standards, as...

the body impressions did not meet their 1.5” requirement. They also noticed that his mattress was sold as a “Clearance “item, therefore, there is no warranty. [redacted] and [redacted] offered Mr. [redacted] a new mattress at a reduced rate, should he want to purchase with them directly. Mr. [redacted] advised he had no idea that the mattress he purchased was clearance. After further review of the invoice, it does not state that the merchandise sold as clearance and will have no warranty. To obtain customer satisfaction Mattress Firm offered Mr. [redacted] an in-store credit for the purchase price of $799.99, plus tax. The newly selected mattress must be equal or greater value. Mr. [redacted] accepted the offer and the credit letter sent to his email at [redacted] We are happy to report Mr. [redacted] complaint is resolved. Should you require additional assistance please contact [redacted].

Sent: Friday, April 01, 2016 5:50 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [redacted],     Our records indicate that this issued has been resolved. We are sorry for any inconvenience that this may have caused. Thank you for being a valued...

guest.   Thank you,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859611, and find that this resolution would be satisfactory to me.

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out the resolution it proposed for my complaint, filed on 4/12/2017 and assigned ID [redacted] Discussions regarding what  the $149 fee for pickup and handling have gone in...

circles, and the company will not refund this fee for any reason. $79 is for the pickup and $70 is for the handling fee from the manufacturer. When I talked to corporate, and told them the mattress was picked up, they considered the issue resolved, and never mentioned the wording of their guarantee. When I stated that it wasn't right for me to have to clean the mattress myself and still have to pay, they wanted to know if it was professionally cleaned, and since it wasn't the fee would stay. At this point I am resolved that the $149 will not be refunded, and that they will not change anything.
Regards,[redacted]

ID [redacted]On 7/30/2017, a Customer Relations Representative reached out to Ms. [redacted] to address her concerns regarding delivery and service. We have confirmed that her mattress set and frame have been delivered and her headboard is scheduled for 8/3/2017 and a partial refund has been...

submitted. 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 [redacted] or [redacted]

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.  
As stated by the Mattress company, they did provide a refund in January of 2016. They did not address the fact that I made at lest 25 phone calls to customer service and they did NOT return any of them. They NEVER shipped the item ordered! This was the most disturbing experience I have ever had with any company. I paid IN FULL for the chair and its shipping in July of 2015 and it took nearly 6 months where promises to ship the chair were not honored and refunds to me were also delayed. I believe that without my contact to the Revdex.com I would still be waiting for a refund, I also expected interest on my payment. Thank you so very much for coming to my aid.
Regards,
  [redacted]

Case #: 11864873Mattress Firm is in receipt of the inquiry regarding [redacted] Gress. On December 9, 2016, a member of our Customer Relations Department contacted Mrs. Gress to assist with her concerns. In review it was detailed to the that at the time of purchase Ms. Gress received a copy of...

Mattress Firm’s Sleep Happy Guarantee which clearly states: Your new mattress will take time to adjust to your body and we require you to sleep on it for a minimum of thirty (30) nights to allow for this adjustment period. However; in the event you are not comfortable within one hundred and twenty nights (120) from your original delivery date, we will do our best to match you to the correct mattress. You may exchange or return your mattress with a small processing fee of $149.00. The Happiness Guarantee is not valid on warranty exchanges, clearance merchandise, floor models, pillows, mattress protectors, power/adjustable bed bases, furniture and other accessories. In compliance with strict national and state bedding laws and as detailed in the manufacturer’s warranty. Mattress Firm is unable to warranty or exchange a mattress that is stained or unsanitary.  Do no remove the law tag from the mattress or foundation; removing the law tag will void the Happiness Guarantee. All mattresses must also be stain free for exchange or refund (with small processing fee). Mattress Firm highly recommends using a waterproof protector to keep your new mattress sanitary. Subject to the above restrictions. Our Happiness Guarantee is valid only for one return or refund per purchase.  See professional Sleep Consultant for details.   Taking into consideration the consumer’s dissatisfaction and in accordance to the Happiness Guarantee we are willing to allow the return of the consumer’s queen size [redacted] mattress with a purchase price of $2,745.00, for a refund, after the merchandise has been in the home for the required thirty (30) nights. Unfortunately; the processing fee of $149.00, will not be waived and is required to be paid by the consumer. However; in the pursuit of Customer Satisfaction we are willing to step outside or established policies and procedures and issue a partial refund of $70.00; reflective of the Tencel plus queen mattress pad in conjunction with a refund for the purchase price of (1) one pillow in the amount of $129.99 for a total refund of $199.99.  The refund of the pillow will be processed and take approx. ten to fourteen (10-14) business days to be restored. The refund reflective of the mattress will be processed after the removal of the queen size [redacted] mattress has been completed. If you require further assistance please do not hesitate to contact me Chanda [redacted] at (516)861-7494 or d[redacted]@mattress.com.

ID [redacted]On 7/9/2017, a Customer Relations Representative reached out to Ms. [redacted] to address her concerns regarding her customer service experience and the comfort of her mattress. We have written an exchange as a free upgrade to apologize for her inconvenience. As we take these complaints...

very seriously, we will continue to work with Ms. [redacted] to ensure this issue is resolved.  Please do not hesitate to contact April [redacted] at 346-718-5447 or april.[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: Monday, March 26, 2018 5:39 PMTo: drteamSubject: Revdex.com case [redacted] I have been in contact with Mattress Firm. However I still do not feel that the situation has been rectified. I am still wanting a monetary refund and they are only giving store credit. Which at this point they cannot replace the Mattress at cost it will be significantly more. Please advice.[redacted]

On May 8, 2017, a Customer Relations Representative was able to speak with Ms. [redacted] regarding this complaint filed with your agency. Ms. [redacted] advised that she was unaware that she was purchasing and outlet mattress and it was delivered in poor condition. She was advised that her mattress was...

final sale, but as a one-time accommodation we will allow her to return her mattress for a store credit or refund. Ms. [redacted] has opted to exchange her mattress and her new selection is scheduled to be delivered on May 10, 2017. As we take these complaints very seriously, we believe no further action is required. Should you require additional information please feel free to contact Chanelle [redacted] at [redacted] or chanelle.[redacted]@mfrm.com.

Hello, One of our specialists has informed us that they've tried to reach you at 1:00 p.m. 6-8-16, 6-9, 6-12, and 6-13 at 10:30 a.m. He stated he left his personal number as well as our 800 number.

Hello, We do not see where there is any money owed. Please see referenced invoice below: There is a mandatory $49 deliver fee and a donation you made to the foster kid foundation of $10. This seems to be the amount you assume you're owed? Our records indicate that everything was processed correctly. We are sorry for any confusion this may have caused you.

Upon receipt of this complaint filed by Ms. Corbin, a Customer Relations Representative contacted her on April 17 & 19, 2017 to no avail. A message was left for her with a call back number. As we take these complaints seriously, we will continue to work with Ms. Corbin to ensure her complaint...

is resolved. Should you have any additional questions, please feel free to contact Chanelle Rousseau at (516)-861-7174 or [email protected].

On June 3, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her concerns. Ms. [redacted] advised she is unhappy with the queen size [redacted] mattress as it is squeaking. She would like to get another mattress however; she does not want to spend any more money. To obtain...

customer satisfaction, Ms. [redacted] was offered a Corporate Discount should the newly selected mattress be greater than her in-store credit of $749.99, plus tax. The discount cannot be applied on clearance and outlet merchandise. Ms. [redacted] also has the option of selecting a pick up and refund of the queen size [redacted] mattress and box spring in the amount of $749.99, plus tax. The merchandise must be free of any rips, stains, tears and burns. Ms. [redacted] advised she will think about her options and contact the Representative on Tuesday June, 6 2017.As we take these complaints very seriously, we will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance please feel free to contact Kuina [redacted] at (516)-861-7503 or [email protected].

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it [redacted]posed for my complaint, filed on 11/29/2016 and assigned ID [redacted].
Regards,

The reason being is I've called the store THREE TIMES AND CORP OFFICE to rquest copy of my contract so that I can rpovide the FINANCE COMPANY proof that my contract was for 1 year and not 6 months as Genesis stated. They required proof and Mattress Firm as fail several time to provide me with my request. I do need it so that I can have proof and get the finance charges credited back to me due to I paid before the year was up. It is over $300.00 that I am due as a credit. Please provide this information before it gets to old and finance company rejects whats is due back to me.. thank you[redacted]

A Customer Relations Representative contacted Mr. [redacted] on May 6, 2017 to address his concerns. In review of Mr. [redacted] inspection results, it revealed that his queen size [redacted] mattress is not up to the Manufacturer standards.  Therefore, Mr. [redacted] was offered a store credit of...

$1199.99 plus tax. A credit letter with details has been emailed to Mr. [redacted]. Since we have resolved Mr. [redacted] complaint we believe that no further action is required at this time. If I can be of any further assistance, please contact Stenio [redacted] at (516)861-7763 or Stenio.[redacted]@mfrm.com

Dear Ms. [redacted], Thank you for reaching out to us with your concern, it is important to us. We will have a Customer Care Specialist look into this for you and see what the best option we can offer you will be. Thank you for your patience regarding the matter.Regards, Mattress Firm...

Customer Care

Dear Rose ,   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our assistance, please contact us at 866-942-3551.  One of our specialists will be glad to help. ...

                      Sincerely,   Mattress Firm Customer Care

Sent: Tuesday, June 07, 2016 1:40 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [redacted],   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our...

assistance, please contact us at 866-942-3551.  One of our specialists will be glad to help.                       Sincerely,   Mattress Firm Customer Care