R and S Mattress Liquidators

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.  For your reference, details of the offer I reviewed appear below.

I have not defamed the company in anyway and will not do so.  I have had [redacted], [redacted], my Apartment complex all confirm they were only on the mattress.  My office also brought in professionals to clear our office of Bed Bugs, there were none in the office.  Also, against company policy from R&S, the mattress was not delivered in an R&S Mattress vehicle.  It was delivered in an employee's vehicle that was not company policy.  The professional exterminators said that the bed bugs may have been in the personal vehicle of [redacted] that delivered my mattress.  If the mattress was delivered by their company policy and standards this may not have even been an issue. There were no other bugs anywhere in my apartment.  I had to throw the mattress out because of the dead bugs and blood stains on the mattress.  I realize the company has not had the issue before but all sources point to the mattress and/or the way it was delivered.  I also missed a month of lost wages due to the incident.  I also had to throw out all of my bedroom furniture. 

Regards,

At this time, R&S Mattress will offer to replace [redacted]'s mattress at no charge to him. This replacement will be done with the most comparable mattress we have in stock to his current model. While we do not believe in replacing a mattress with little or no issues, we do believe in making sure that our customers are taken care of. Since we could not be there to witness or hear the conversation of the customer and driver, we will offer this ONE TIME replacement for the customer. On this new mattress, there will be no comfort exchange options and the warranty of the new bed will be held 100% to industry standards, meaning that we will not be able to offer  any repair or replacement of the new mattress unless the mattress measures greater than 1 1/2" in any area or if the mattress is deemed defective by an independent mattress inspection company. In addition, all support units must be 100% intact with no variance or defects in the support. Please travel to one of our stores at your conveinence to re-select a mattress of comparable quality and comfort, showing them this response as proof of exchange.

Thank you for your patience and I appreciate sharing your concerns and insights with us.

R&S Mattress Management

My name is [redacted] and I am the sales manager for R&S Mattress. I sincerely appreciate your voice mail, asking for a response for...

customer [redacted]. 

As of 12/23/13, I spoke with [redacted] on the phone. I had an old phone number from her original invoice that I had tried to contact her with previously, but could not reach her or leave voice mail. I did receive an updated phone number so that we were able to have conversation.

As you probably know, she was disappointed with our current customer service from our sales person. Unfortunately, he had received wrong information from the Vendor regarding her warranty on her adjustable bed. Instead of turning the concern over to me, the sales person unfortunately told [redacted] "No" in regards to helping her after he had exhausted his current options. I have had conversation with the sales person and made sure he understands what we are doing to satisfy [redacted] both on a customer service and product level. As you know, R& S Mattress has developed a dominant and customer service oriented business over 19 years in the Valley and will continue to put the customer 1st in our relationships with the community.

In addition to apologizing repeated times to [redacted] on the 23rd, I also informed her that we will be replacing her adjustable bed for her at no cost to her and explained the concerns we had with the Vendor. She seemed both pleased and satisfied with the solution given to her. I explained to her that it would take 1 1/2-2 weeks to get a brand new adjustable bed here from the manufacturer due to the Holiday shipping delays which she understood and agreed to. I also informed her that she would be receiving a call from me upon arrival of the product to arrange free shipping of the new product and removal of the defective product.

Again, thank you for the "heads up" on this issue and I appreciate you responding for R&S on your site to keep our rating at the A level it is at.

Have a Great New Year!

Sincerely,

R&S Mattress Sales Manager

We were made aware of the fact that [redacted] somehow got bed bugs.  We have followed all company policies and we are 100% confident that he didn't receive a mattress with bed bugs.  [redacted] has been threatening to defame our company via social media if we don't pay for his accumulated costs....

 We sell over 4000 mattresses a week and this is the only complaint we have ever received from a customer.  We sympathize with the customer and wish we could do more.  We have offered to discount our price on another mattress if he wanted to purchase another mattress.Thank you[redacted]R&S MattressOwner

My name is [redacted] and I am the Sales Manager for R&S Mattress. I am writing in response to [redacted] concern with his mattress and the warranty process on it. I received via our website inquiry page an email from [redacted] on September 9th, 2015. In this email, he stated that he...

was upset that his current mattress was having a warranty issue and the sales person in our store offered to inspect his mattress in his house, then, if there was a challenge with the mattress, we would pick it up, repair it and return it to to him at no charge to him at all. [redacted] wanted only an exchange and a new mattress, something we usually do not do.After speaking with [redacted], the store manager at our store in Avondale, I reached out to [redacted] with a reply email on 9/15/2015. I explained to him via the email that we needed to go to his house to inspect the mattress and better understand the concerns with the bed prior to making a decision to repair or exchange his mattress for him, as this is part of the inspection process industry wide. I also explained to him that [redacted] attempted to schedule an inspection time with him, but when the driver's called to verify he would be at his residence for the inspection, we received no answer or reply from the message.After that, an additional email was sent by [redacted] on Thursday, September 17th, 2015, to my personal email, requesting a Friday inspection. Unfortunately I was traveling and did not get the email until Friday and could not inspect that day. For that I apologize on behalf of R&S Mattress and myself.I contacted [redacted] at the Avondale location, asking him to reach out to [redacted] to re-schedule the inspection. The bed was inspected on Monday, September 21st, 2015, and upon review of the inspection and photos of the mattress, I deemed it to be replaced as soon as possible. [redacted] contacted [redacted] to let him know of the replacement option, and the replacement is scheduled for Thursday, September 24th, in the afternoon.With this situation resolved, I am a little confused as to why this is an issue with both the Revdex.com, as well as the customer. The customer is receiving 100% of what he was asking for, as the only issue was that we needed to follow a procedure to assure that the mattress was indeed defective and qualified for replacement rather than repair. To my knowledge, and the knowledge of the store manager, [redacted] is happy with the resolution and will be sleeping well on his new mattress tomorrow evening.If the Revdex.com or [redacted] requires any additional information before dissolving this complaint, please feel free to reply to R&S Mattress or to myself at: [redacted]. If all is resolved, I will assume that this issue will be removed from the [redacted]

Sincerely,[redacted]R&S Mattress

Good morning,

My name is [redacted] and I am the Sales Manager for R&S Mattress. I received MS. [redacted]'s concerns via an email through our customer service email. I was at fault for the delay, as I do not normally open up that account daily. I have reached out to Ms. [redacted] via...

email today (2/25) and have offered, at no charge to her, to pick up her mattress, take it apart and rebuild it with brand new foams and quilts at our state of the art factory in Phoenix, and re-deliver it to her, creating a brand new mattress for her to sleep on with the remaining warranty of the mattress intact. I am awaiting her call back to arrange a day that is convenient to her to accomplish this. In addition, I will be reaching out to the store that Ms. [redacted] contacted to re-train and reiterate the importance of customer service and what it means to the customer and our company.  If there is anything else that needs to be done at this time, please let me know what it is so that the Revdex.com can discard this complaint through your website. As you know, we have a long standing A relationship with your company and take great pride in our customer service.

Sincerely,

R&S Mattress Sales Manager

Review: Purchased a mattress and adjustable bed frame 4/2013. The mattress has been great, very happy with the quality of the mattress. The adjustable bed, not so much. I was told at the time of purchase the frame was 1yr old, floor model but hardly used. I was told by the salesman the mattress warranty is through R&S, the adjustable bed is through the manufacturer. The signed contract I have with what was paid clearly states there is a 10yr warranty on the frame, 5Yr on the mattress. I asked the salesman is there a cost if they would have to come repair, he said there would be a deductible, but I would have to call them to find out the price. I wish I had, the frame is no longer adjustable, quit working. Called the store and the same guy said I would have to call manufacturer. Called the manufacturer and was told after giving them the serial number that my bed was 8 YEARS OLD!! AND THERE WAS NO WARRANTY AVAILABLE -OUT OF THE RANGE. I told them that I was told and have the paper in hand that there is a 10yr warranty, she said they don't do 10yr warranties period. So today the salesman calls and at first tries to argue with me saying the frame isn't 8 yrs old, I just at that point said I don't have time to argue I'm at work. Bottom line, I told him he lied, there is no warranty at all even, and just hung up. He text me later and states they will come pick up the frame and try and fix it. That doesn't change the fact that I bought something 8yrs old, told it was a 1yr, told it has 10yr warranty, find out there is NO WARRANTY. All he is concerned about it trying to repair it, how much longer is an 8yr adjustable bed going to work. I don't know of any company that has product 8yrs old, absolutely false information and false advertisement. I thought it was against the law to proclaim false information for sales. He then responds stating he didn't know the warranty started from the time the bed was manufactured. WOW, and he claims to have worked here for years. There's proof that he has sold many to others with probably the same lies. This purchase was made for my father, stage 4 dying from cancer, and the salesman knew that. I wasn't expecting to get any discounts on price etc....but to be completely misled and taken advantage of is sickening. THIS STORE NEEDS TO BE REPREMENDED FOR FALSE ADVERTISEMENT ON THEIR ADJUSTABLE BEDS. THEY SHOULD BE FORCED TO SHOW MANUFACTURING DATES ON ALL PRODUCT SO THAT THEY CAN'T LIE TO CONSUMERS.Desired Settlement: They can't force a warranty on a manufacturer just because they told me a 10yr warranty. They won't give me what I was told I was buying, a 1yr old floor model adjustable bed. As far as I'm concerned I should be getting a refund for the amount I paid on the adjustable bed. What I paid for is not the product I received, PERIOD.

Business

Response:

My name is [redacted] and I am the sales manager for R&S Mattress. I sincerely appreciate your voice mail, asking for a response for customer [redacted].

[redacted] provided a very good service for us. He selected a mattress and leakproof cover for us that worked well for our needs. We would recommend him and his business to anyone. [redacted]

Review: I purchased a mattress from R and S last summer 2013 and there are multiple issues with it. While it is fully supported on 1/4 particle board supported on 7 legs with full solid pine cross members, it still sags, creaks and you can CLEARLY hear the springs fall and shift when you move the mattress. I called and the delivery driver came out and measured using a piece of industrial twine. It was quite still and unable to pulled taught. His weight was one bed wheel at one end that sat on the bed rail it was not being pulled taught by gravity. He estimate the indentation to be less than one inch. We discussed the creaking and the clear spring displacement. He pretended to note it. He lifted up the mattress and after moving the frame to measure the center legs were tweaked. He said that is what caused all my issues. He claimed to have documented the "inspection"; however, when I called the store I was told the worker needed to review the paper work and would call me back in 15 minutes, after 30 I checked back and was spoken to rudely, he said I was distracting him from a customer and he would call me back in a half hour, after the 30 minutes I received no call and headed into work. The next day on my lunch hour I called in and the same worker treated me with hostility. He was upset at me because I didn't answer his call. (My phone never rang, registered a missed call or had a voicemail). I was told that there was nothing wrong and when I questioned him about the authenticity of his documentation he yelled at me. He refused to discuss the terms of the warranty, his manager, or the terms of my return. Every time I tried to ask a question, he would talk over me and insult me. I was hung up on.

I left a message with the owner, I received the number off ripoffreport.com from a multitude of people in this same stance.Desired Settlement: I have tried to negotiate an exchange but the store is clearly more interested in money rather than customer satisfaction. My desired resolution would be a full refund. I would even accept a prorated refund 10% for the 1 of 10 years I've owned it. I cannot trust this company nor their employees nor their mattresses.

Business

Response:

To whom it may concern,

I am replying to a concern sent in by [redacted] He originally purchased his first mattress on 5/28/2013. In the first part of 2014, [redacted] contacted our [redacted] location with concerns of the mattress sagging. We sent out, at our cost, our driver to inspect the frame, foundation and mattress. By mattress industry standard, all innerspring mattresses must have an impression greater than 1 1/2" to justify a Manufacturer's defect in the product and warrant replacement or repair by the manufacturer. At that time, his mattress only measured 1/2", falling short of the industry standard. To maintain a good relationship with our customers, we agreed to replace [redacted] mattress with an identical and brand new one at our cost.

At the beginning of this month, [redacted] again contacted our [redacted] store with a concern of sagging and noise coming from his new mattress. We again, at our cost, sent out our driver to inspect all parts of his sleep system. Upon arrival, our driver noticed that the bed and support system had been moved to another room. As seen in the attached pictures, when the support unit was moved by [redacted], the center support legs, required by warranty to both be straight and touching the ground to hold the weight, were angled and off of the ground. This would immediately explain the noises and sagging in the bed. Our driver pointed that out and offered to repair the issue on site. Upon completion, our driver measured the mattress again with [redacted] string, (as seen in the pictures with the black string he provided due to his concern of our process), and as you can see, there are no visible indentation's or sags. Due to that picture, we concluded and are confident that his support system was the cause of the sagging and noise and the mattress was now supportive and 100% functional.

In regards to [redacted] concern with our sales employee and his abilities on the phone, I drove out to the store to both train and coach the sales person on the issue. He has claimed that he did in fact state he would return [redacted] call within 15-30 minutes, and did, leaving a message on the phone number. When [redacted] called back, he was upset, as he did not get the message and thought he was being ignored. Our sales person informed him he did call and leave a message, wich at that time, [redacted] raised his voice. The sales person insisted that the voices be quieted so they could come to a resolution, and even stated to [redacted] that he would disconnect if the yelling continued, which he did after a while. I have coached the sales person on other avenues to handle this issue rather than disconnecting the communication line so no further episodes will occur.

R&S Mattress strives to maintain our excellent customer service and prioritizes that above all else to the best of our abilities. We are still more than happy to accommodate and help our customers as seen with our remarkable referral and repeat customer business over the past 19 years. If the Revdex.com or [redacted] have any further questions or concerns, please feel free to email me at the "cc" email shown above on this response.

Sincerely,

R&S Mattress Sales Manager

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

First off, while it is true that R an S mattress replaced my mattress, it was nowhere near 1/2" as they stated it was closer to 2-1/2" the driver mentioned how visible it was.

Second, as you can see from the attached screen shot from my phone which is an absolute record of the my calls with r and s mattress on that day you can see that they did in fact not return my calls. R and S mattress says a lot of things but never offers any evidence.

Third, I never disputed that my frame was displaced, but what I did say that was completely ignored was that the driver moved my bed to measure the sag. This is what caused the displacement, the driver displaced my bed and cause the legs to bend.

Fourth, R and S has still failed to mention anything about the noise or the spring displacement or the folding-in-half-ness.

If R and S mattress were to correctly address these point or give me a full refund, I would accept their response.

Regards,

Business

Response:

At this time, R&S Mattress will offer to replace [redacted]'s mattress at no charge to him. This replacement will be done with the most comparable mattress we have in stock to his current model. While we do not believe in replacing a mattress with little or no issues, we do believe in making sure that our customers are taken care of. Since we could not be there to witness or hear the conversation of the customer and driver, we will offer this ONE TIME replacement for the customer. On this new mattress, there will be no comfort exchange options and the warranty of the new bed will be held 100% to industry standards, meaning that we will not be able to offer any repair or replacement of the new mattress unless the mattress measures greater than 1 1/2" in any area or if the mattress is deemed defective by an independent mattress inspection company. In addition, all support units must be 100% intact with no variance or defects in the support. Please travel to one of our stores at your conveinence to re-select a mattress of comparable quality and comfort, showing them this response as proof of exchange.

Thank you for your patience and I appreciate sharing your concerns and insights with us.

R&S Mattress Management

Review: I chose R&S Mattress for my needs about 8 months ago. I purchased a mattress based upon the recommendation of salesperson, [redacted], who recommended the mattress over a coil mattress due to my back problems. From the beginning the mattress was uncomfortable but after about 4 months my side of the mattress has an unrecoverable body dent which has been causing severe pain in my lower back, so much so I have actually missed several days of work. We have a 10 year warranty and I finally decided I couldnt take the discomfort anymore and called the local branch we purchased the mattress at. Again I spoke with [redacted] who told me he would send his delivery drive out to inspect the mattress and if the driver found anything wrong he would pick it up and have it repaired. I asked what I was supposed to do while it was being repaired and [redacted] basically told me they only repair, never replace and I am out of luck as far as other sleeping arrangments. He told me to go to the website and look at the warranty, which I did. The warranty specifies they do replace at their discretion and it also specifies that the inspection is typically done by a 3rd party if the company doesnt agree with me that there is an issue. I filed a complaint on the corporate website and, of course, nobody has called. I am disappointed in the quality of this mattress and also extremely disappointed in the so called "expertise" their show room sales person claims to have on types of mattresses, especially for disabled people. I chose this company over many others in the area and now I feel as if I was not only taken advantage of but that the company refuses to remedy the aituation. I bought with assurance and now have no assurance.Desired Settlement: I want an exchange of a different product. I do not believe this type of mattress is sturdy enough to meet the needs of myself and my wife and replacing it is only going to lead to the same problem. An exchange of equal or lesser value on a mattress of our choosing is requested.

Business

Response:

My name is [redacted] and I am the Sales Manager for R&S Mattress. I am writing in response to [redacted] concern with his mattress and the warranty process on it. I received via our website inquiry page an email from [redacted] on September 9th, 2015. In this email, he stated that he was upset that his current mattress was having a warranty issue and the sales person in our store offered to inspect his mattress in his house, then, if there was a challenge with the mattress, we would pick it up, repair it and return it to to him at no charge to him at all. [redacted] wanted only an exchange and a new mattress, something we usually do not do.After speaking with [redacted], the store manager at our store in Avondale, I reached out to [redacted] with a reply email on 9/15/2015. I explained to him via the email that we needed to go to his house to inspect the mattress and better understand the concerns with the bed prior to making a decision to repair or exchange his mattress for him, as this is part of the inspection process industry wide. I also explained to him that [redacted] attempted to schedule an inspection time with him, but when the driver's called to verify he would be at his residence for the inspection, we received no answer or reply from the message.After that, an additional email was sent by [redacted] on Thursday, September 17th, 2015, to my personal email, requesting a Friday inspection. Unfortunately I was traveling and did not get the email until Friday and could not inspect that day. For that I apologize on behalf of R&S Mattress and myself.I contacted [redacted] at the Avondale location, asking him to reach out to [redacted] to re-schedule the inspection. The bed was inspected on Monday, September 21st, 2015, and upon review of the inspection and photos of the mattress, I deemed it to be replaced as soon as possible. [redacted] contacted [redacted] to let him know of the replacement option, and the replacement is scheduled for Thursday, September 24th, in the afternoon.With this situation resolved, I am a little confused as to why this is an issue with both the Revdex.com, as well as the customer. The customer is receiving 100% of what he was asking for, as the only issue was that we needed to follow a procedure to assure that the mattress was indeed defective and qualified for replacement rather than repair. To my knowledge, and the knowledge of the store manager, [redacted] is happy with the resolution and will be sleeping well on his new mattress tomorrow evening.If the Revdex.com or [redacted] requires any additional information before dissolving this complaint, please feel free to reply to R&S Mattress or to myself at: [redacted]. If all is resolved, I will assume that this issue will be removed from the [redacted]

Sincerely,[redacted]R&S Mattress

Review: I purchased Matresses 2yrs ago with a five year warranty. The mattresses have become extremely bumpy and disfigured. R and S sent a guy to my house with a string tied to a doorknob to "measure wear" he thru the string vertical across once and told me what measured with this string. Well long story short [redacted] and said there is nothing he can do. I need to talk to corporate. I have reached out to corporate waiting on call still. Very poor customer service support. I had surgery recently and have been sleeping in my recliner for the past weeks. Can't stand lumps and dips to be able to lye down.Desired Settlement: I would like to be able to sleep on Matresses that are not lumpy and disfigured. Please have satisfy the customer. Send some one to check the Matresses who doesn't use a doorknob tied to a string. Really who does that. I just want to be able to sleep in my bed comfortable.

Review: I purchased a brand new mattress from R&S Mattress on 9/5. I first noticed the bed bugs 9/9 and spoke to [redacted], the GM. He informed me over the phone that he had spoken to his boss and that they both agreed they were black bugs and I should avoid the cost of having the extermination company come to inspect. That evening I had [redacted] come over, they confirmed they were Bed Bugs and only on the mattress. The next day [redacted] arrived and determined the same outcome. The bugs had to either be on the mattress itself or on the truck that the mattress was delivered on. The mattress was not delivered in an R&S Mattress truck. [redacted] had mentioned to flip out the mattress for me but also did not want it to go back onto your truck for obvious reasons. That would not solve the problem.

In addition when [redacted] went down to the apartment office they informed my apartment manager that the case was only on the bed and was not located anywhere else in my apartment. The normal treatment would involve checking the apartments close to me. [redacted] said this was not the case because they were not in the walls and only on the bed itself.

I was told to leave my office immediately and was out of work for over a month until treatment was completed.

I wanted to resolve this matter outside of the public sector and the legal system.

The mattress was thrown out from the Dead Bugs and blood spots on the new mattress itself. I have been without a bed now for over a month. This further lead to me getting rid of my bed frame as well.

I am out the cost of the new mattress from R&S, lost wages, and miscellaneous expenses. . In addition they are having me meet with an attorney from Insight on Thursday morning. The dogs were brought into my office to clear the office as well.

With all being said, the bugs had to come into my apartment from the mattress itself or on the outer cover. The experts said that. If they were nowhere else in my apartment and not in the office there is no other explanation where they came from.

I have tried to settle with the company but have no choice but to demand a small portion of the total of expenses I am out of pocket.Desired Settlement: Compensation for half of lost wages, the mattress, and overall cleaning costs and miscellaneous expenses. $3,000.

Business

Response:

We were made aware of the fact that [redacted] somehow got bed bugs. We have followed all company policies and we are 100% confident that he didn't receive a mattress with bed bugs. [redacted] has been threatening to defame our company via social media if we don't pay for his accumulated costs. We sell over 4000 mattresses a week and this is the only complaint we have ever received from a customer. We sympathize with the customer and wish we could do more. We have offered to discount our price on another mattress if he wanted to purchase another mattress.Thank you[redacted]R&S MattressOwner

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I have not defamed the company in anyway and will not do so. I have had [redacted], my Apartment complex all confirm they were only on the mattress. My office also brought in professionals to clear our office of Bed Bugs, there were none in the office. Also, against company policy from R&S, the mattress was not delivered in an R&S Mattress vehicle. It was delivered in an employee's vehicle that was not company policy. The professional exterminators said that the bed bugs may have been in the personal vehicle of [redacted] that delivered my mattress. If the mattress was delivered by their company policy and standards this may not have even been an issue. There were no other bugs anywhere in my apartment. I had to throw the mattress out because of the dead bugs and blood stains on the mattress. I realize the company has not had the issue before but all sources point to the mattress and/or the way it was delivered. I also missed a month of lost wages due to the incident. I also had to throw out all of my bedroom furniture.

Regards,

Business

Response:

To whom it may concern, R&S Mattress stands behind it's customers and it's policies 100%. We strive to accommodate and solve any issue that may arise with our customers or any concern they have with our policies, as shown in past resolutions with our clients. Our #1 priority is to assist our customers when they have a valid concern or challenge with our product, our staff or our delivery. While we are very empathetic with **. [redacted]'s issue, R&S Mattress has not, nor is not, the source of his issues. We ship over 4,000 pieces of inventory out of our plant weekly, none of which have had any complaints of infestations or bugs for years prior to **. [redacted]'s issue, or even months since his concerns were voiced. We have been to his apartment and given him free encasement for his mattress and even his foundation, a product not purchased from us, to try to help him control his issue. These are valued at over $178 retail, none of which was charged to him, nor was the expense of having us go back out there. In addition, while out there, the bugs climbed out of his carpet and on to the foot of our employee. In regards to the mattress, they all leave our factory sealed in industrial strength plastic, leaving the opportunity for infestation at 0% while on any truck. **. [redacted] has been asking for a new mattress from us, something we are more than willing to help him with once this is resolved, though we are very confused why he would be asking us for another product after his accusations he made about his first experience with us. To summarize, R&S Mattress is still willing to assist **. [redacted] with a new mattress, as well as offer to deliver and set up his mattress for free. We will start this process once the accusations, complaints and assumptions that can defame and slander R&S for an issue that is not related to us cease. We pride ourselves and our 20 year reputation on our customer service and our product and want to continue to provide that service to our current and future customers.Sincerely,R&S Mattress

Review: The mattress I purchased in 10.2011; now has a body indentation greater than 1 1/5 inches due to manufacturer defect. This defect was confirmed by the company "driver" of R&S Mattress however; they will NOT honor the warranty due to a water mark on the bed. According to THEIR policy, they stand behind EVERY mattress and they are aware of manufacturer defects. It does not say anywhere in the warranty the mattress will only be exchanged if no marks - it only states in the "Mattress Do's & Don'ts" on how to care for a mattress.I have spoken with three different people, they do not return calls, I have sent an email to customer service and have not heard back and I emailed the sales manager and he has not returned the communication.Desired Settlement: I want my money back so I can make a purchase at a store that does NOT sell mattresses and later openly admits their mattresses are designed to create body indentations. This slope in my bed is creating worse migraines for me & now back issues & I am extremely sleep deprived due to always falling into the slope.Monday, I followed up on the written report I said I was reaching out to the Revdex.com.T he fill in Mgr said pls do not, I am pretty confident Mgr will xchange/refund though water marks.

Business

Response:

Good morning,

My name is [redacted] and I am the Sales Manager for R&S Mattress. I received MS. [redacted]'s concerns via an email through our customer service email. I was at fault for the delay, as I do not normally open up that account daily. I have reached out to Ms. [redacted] via email today (2/25) and have offered, at no charge to her, to pick up her mattress, take it apart and rebuild it with brand new foams and quilts at our state of the art factory in Phoenix, and re-deliver it to her, creating a brand new mattress for her to sleep on with the remaining warranty of the mattress intact. I am awaiting her call back to arrange a day that is convenient to her to accomplish this. In addition, I will be reaching out to the store that Ms. [redacted] contacted to re-train and reiterate the importance of customer service and what it means to the customer and our company. If there is anything else that needs to be done at this time, please let me know what it is so that the Revdex.com can discard this complaint through your website. As you know, we have a long standing A relationship with your company and take great pride in our customer service.

Sincerely,

R&S Mattress Sales Manager

My husband and I found a top of the line mattress for a decent price. The mattress was pricey and we were unsure of making such a large purchase that to persuade us the salesman actually started to cry, telling us a sob story from his past. Needless to say my husband and I bought the mattress, knowing this guy was dramatic. Everything was set in motion. Finally a few days later our mattress was scheduled for delivery. A man covered in sweat knocks on our door and says he there to deliver the mattress. My husband and I were shocked to learn it was one man. The man took our box and frame to our room then proceeded to get our 115 lbs mattress. He was not able to lift and carry it. The delivery man actually rolled our mattress, end over end from the parking lot to our front door where my husband HELPED carry it to our room. Feeling bad my husband tipped the man and offered him water. Within that hour I was dressing our bed realizing there was a hole and the end of the mattress. Furious and anxious I called the company. The salesman quickly became non professional, claiming my husband said that he would help the mover. My husband only said that he would be home during the time of delivery. I explained to the salesman that due to their lack of employees my mattress was now ruined. I told the salesman how the mover decided to carelessly move my mattress. I also explained to the salesman that I wanted a new mattress that was identical to the one we purchased. After having to threaten the salesman with the Revdex.com he complied and said he would deliver a mattress within an hour and a half. After one hour we received a call from the salesman stating that there were no more mattresses like the one we wanted. We then proceeded down to the company were we tried one more mattress. Immediately within walking in the doors the mover who moved our mattress confronted my husband and I in front of customers and my child and accused us of saying that he put the hole in the mattress. This was completely unprofessional. The last mattress we laid on was more expensive and really hard. I started to cry from frustration. My husband walked over to the salesman and requested a full refund. The refund was the only thing that went smoothly. The salesman's attitude changed drastically from the moment we came in as prospective buyers to unsatisfied customers. This honestly was the most exhausting and unprofessional experience. We are happy to take our $1,000 dollars elsewhere. I will never refer anyone to this company ever!

R & S Mattress sells high quality beds at great prices. They are worth a second (and third) look, even if the "sale" sign in the window does not appeal to you. Very high ratings on [redacted] for [redacted] lead us to the [redacted] web site and from there to the R & S Mattress brick and mortar store. R & S Mattress manufactures both the [redacted] Bedding and [redacted] in the [redacted] store on [redacted] provided excellent help in selecting a new [redacted] mattress. In fact, we bought not one but three beds from [redacted]. My wife and I could not be happier with the quality, value and service provided by [redacted] and R & S Mattress. Most importantly, the quality of sleep we get with our [redacted] mattress is simply outstanding.

Review: Went to this R&S location on 12-3-2012 after "[redacted]" the General Manager of R&S Mattress (so I was told) told me he would give me store credit for a bed orginally purchased in the Scottsdale/Raintree location on 2-18-12 which wore extremely quickly and after being treated offensively by the store manager "[redacted] We dealt with the manager at the Baseline/Tempe location "[redacted]". [redacted] was aware this time I was wanting a name brand bed instead of their brand "[redacted]". Unfortunately the selection was slim and by slim I mean 3 beds!

We ended up getting a "[redacted]" bed and paying a few hundered more because once again we were assured it was a fantastic bed and from a fantastic company ([redacted]) and they guarenteed it!

In March, just 3 months later we were waking up very sore and the bed was not at all comfortable not to mention the bed was already starting to wear ... R&S is a discount liquidation store and we found out the bed we purchased was discontinued by [redacted] and they would not consider assisting.

I wrote a review on YELP and months later I received a message on Yelp from "[redacted]" and listed title as "Owner". This was his response I copied/pasted from Yelp

"

**,

Sorry you are not happy with your mattress or mattresses that you have gotten from us. We certainly don't like to have unhappy customers. We take great pride in offering great service and above all great value. Your are more than welcome to call the Mesa store or message me and I can give you my number.

Thank you,

R&S Mattress

Message [redacted]."

I did as he suggested and I replied to his message asking him to call so we can discuss....NO CALL!

I phoned the R&S location it was purchased from and left a message with the manager I bought the bed from and...NO CALL!

I even texted [redacted] who was the original guy who helped me and...NO CALL!

I am truly dissapointed that nobody cared enough to contact me and even more dissapointed that the Scottsdale store manager told me the bed problem is due to my WEIGHT and that was after he raised his voice to me! Except that both sides of the bed..first time and this time is sloping on both sides and my husband is 6'3 and 180pds... hardly large enough to leave a deep impression....unfortunately that is exactly what is happening .

We have used all the suggestions such as turning the mattress etc....

The bottom line is I tried to get this taken care of 3 months after we got the bed and nothing has been resolved.

This is a last ditch effort to get R&S mattress to stand behind their product.

I have been insulted and lied to and RIPPED OFF!Desired Settlement: I would like them to come take this bed and reimburse me..... IN CASH..... NOT STORE CREDIT the amount we paid $1017.10.

That would be the "good business" and simply the right thing to do.

Business

Response:

Hello,

We worked everything out and gave [redacted] a full refund.

Thanks

This was the worst customer service I have ever experienced. I had an appointment to have a mattress looked at for a possible warranty replacement and they never showed up at the agreed upon time. I called them back, and they did not have any of my updated information I previously provided and that they had to reschedule. I rescheduled for the next day and again, they did not show up. After calling to their corporate office, they finally showed up late to look at the mattress. They took pictures and measurements and said they would forward on to their manager and I would hear something in two days. A week goes by with no call. I call down to the office again and come to find out, the inspector never forwarded the info to the manager to review and was off, so they couldn't get the pictures. I was assured I would receive a call by noon the next day. That time came and went with no phone call. I called again a day after I was supposed to hear something back and finally was told there was nothing they could do under warranty and that it would actually cost me money to repair the bed. The person I finally spoke with was pleasant and apologetic, however, it did not make up for the two weeks of waiting and having to take time away from work to be available for them. The customer service I received was absolutely deplorable and no business should be in business with the way I was treated.