Sack Time

To whom this may concern,When the client came into the store on December 16, 2014, he liked a specific mattress that originally costs $7,+ tax and [redacted] gave him a deal for $6,+ Tax = $7,039.50.That day, the client gave a non-refundable deposit of $1,for the specific order that he wantedThe size that the client purchased was a Cal King and was ordered just for him because we did not have it in stock in this particular model, therefore we had to order it for himHe requested for his delivery do be done on January 20, Every orders that we place for a client is customized to what the client requests [redacted] told [redacted] on January 5, 2015, that he wants a refund and no longer can afford this specific order [redacted] , who is in charge of the customer service, called him the same day and left him a voicemail for him to call her backHe did call a few minutes after she left him a avoicemail, and she told him that we have his order all set for delivery and already loaded in the truck for himShe even told him that we would accomodate him if he would need the delivery sooner or laterHe did not talk to her about any refunds and was actually going to call her back to let her know on if he wanted to change the delivery dateAbout minutes later, the client calls [redacted] back and demands a refund and said that nobody had called him [redacted] gave him the customer service number and the client called [redacted] right afterHe started to explain to [redacted] that he was talking about a different bed for his car and that he had no idea on who he had previously called back, which is a coincidence for the same delivery date[redacted] explained to him that he signed his invoice/order/receipts/policy with his own signature infront of [redacted] and accepted everythingOn the invoice/order/receipt, it clearly states " ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE" The client kept on over talking [redacted] and she told him that she will not talk to someone who yells at her and won't let her talk, especially when she is trying to figure out a solution for himShe even told him that if he couldn't speak to her in a diplomatic way, that she will have to hang up the phone because she cannot speak to someone that picks one word of a sentence and then won't let her talk without him yellingWe cannot do anything for this client, other than delivering the merchandise that he ordered and wanted when he pays the remaining balance of $6,039.50, or if he doesn't want to do that, then he will lose his $1,deposit because it is non-refundable.Attached is the invoice/order/receipt that clearly states "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE" with his signature above to the right.Thank you for considering our letter and have a Happy New Year, [redacted] [redacted]

Tell us why here This is our last response as I stated before we are at an impasse here We did indeed send your records per your request yesterday and had only previously sent them where requested As stated multiple times to you we stand behind our medicine and your cat was seen on multiple occasions presenting with multiple issuesDifferent medications were recommended for different diagnosisYour case was reviewed by our Chief and found to be appropriate If you would like to discuss your account further you can contact Taylor B [redacted] at the hospital who tried to speak to you in detail prior to you cursing and hanging up on herIf you want to have a calm reasonable conversation with us we are always hereWe will not be replying anymore through this siteWe consider this case closed Thank you

To whom this may concern,This client received exactly what they ordered, which was a custom size per their requestThe had already signed their invoice, so their was no need for another signature and we had already explained this to the client, but by no means did we refuse for the client to sign againAs you saw in the originals that the client signed a second time upon deliveryAt this moment, the only option we have for this client is for them to tell us what dimension they would like today, since they changed their mind, and we can get their mattress reconstructed to that dimension with extra feesWe originally made a custom size that they wanted and accepted into their homeThey accepted the delivery and accepted the mattressOn our policy, we clearly state "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE", which they had signed and agreed on.Please look again at attachments that were previously sent.We have a great reputation and we will be happy to reconstruct to a new measurement to whatever thickness they want for this clientSo it will be again another custom with new fees.Thank you for considering our response,*** ~ ManagerSack Time

To whom this may concern,In response to the clients complaint, when *** came into the store requesting a natural headboard, I clearly told the client that we do not customize any headboardsShe seemed very sad the fact that she could not find a more of a natural/organic headboardShe then gave
me an idea telling me that maybe we could just put latex as the padding on the headboard and use a natural cover over itSo I thought it was a good idea and remembered about the gentleman who worked on my mother's chairs and did a good jobI explained to her that this gentlemen is a person that we used only once and that I am not sure if he has worked on headboards before but we could try it in order to make it more of a natural product like she wantsI did tell her that we could use the organic cotton, which is a lighter color on the cover and then offered her that maybe we could also use the aloe vera cover which is more of a brown green color, but told her that it will depend on which one is more natural or organicShe told me which ever one would work that is more of a healthier product, so then when we found out that the aloe vera had some polyester fibers inside mixed with the natural plant, that's when we went directly for the organic cotton because we knew it was organic and exactly what she wantedI did tell her that the headboard will not be 100% natural because the wood will not be naturalShe did not precise to me which wood to not use and which one to useWe picked out the best materials that we thought would be good for her custom headboard because we wanted to make a happy customerShe did know that the gentleman is not a person that we do work with at Sack Time and it is just a person that we know who did once my mother's chairsShe also knew that it was not a manufacture that was going to be making her headboard and that there weren't going to be any guarantee that it would look like a manufacturer that does it on regular basis and that have all of the machines to do thisWhen our delivery man delivered the headboard they did ask her multiple times if she wanted to keep it or if she refuses itShe told them that she does accept it with the organic cotton covering and that she likes the headboard on how it looks. I don't understand why the client would be upset that we ordered the organic cotton fabric versus the aloe vera, since the aloe vera was an extra option in the first place and was not more on the organic/natural side like she wantedWhen her husband the next day came in and explain to me about the headboard not being what they were looking for, he did complain about the wood not being finished, which is then when I told him that the paint would not be natural and that's why there was no finish on the bottom pieces of the woodHe then did not talk about it anymore because he realized that what he was saying did not make any sense on what their original request wasHe also told me that he would of accepted if the back of the headboard was made from the polyester fiber, which is toltally against what they had originally requestedI was surprised when he told me this because originally his wife, ***, told me to not put that polyester fiberAgain we are a mattress business that sell headboards that are come from manufactures and I did tell her at the beginning that we could not do her headboard but I did feel really bad for her and wanted her to be happy, therefore the side job was an option, which she knew and agreed to it and signed her credit card receipt/invoice/ order receipts that states "ALL SALES AND ORDERS ARE FINAL AND NONREFUNDABLE"If the client did not like it from the very beginning at the delivery time, then she should've called me and told me that she is refusing the headboardIn no way did I ever say that this headboard wouldl be 100% natural because there is not such thing as a 100% natural/organic headboard, since it will also have staples holding the fabric in the back of the fabricThe only reason to why we had agreed on making a headboard like this for them is because they were very desperate for one made for them and because they are previous clients of oursThey did purchase a mattress from us before which got a really good deal onEspecially when they knew we couldn't get them the size they needed in a particular organic/natural model, but we still got it to them by making a special request to the manufacture and paying extra for itWe are very flexible with our clients and as we see now, by being too flexible and trying to make them happy it is still not good enoughAt this point we cannot do anything more for this client because it is a custom handmade headboard that they choose and acceptedThank you for considering our response,*** ~ Manager

To whom this may concern;
In response to this complaint, the client ***, was delivered exactly what was requested and orderedIn no way did *** say for the client to not sign received*** did tell the drivers to keep the Sack Time’s receipt because we were worried that the client would
take it and rip itThe receipts had been already signed when they first came to purchase on February 02, *** felt like she couldn’t trust the clients, especially when the clients were yelling at *** and hanging up on her multiple timesThe delivery man obviously still gave the client the receipt because he wrote on the back about what the problem was, but yet still accepted the mattress and stated that he accepts the mattressWe wrote exactly on the receipt what the client requestedIf the mattress was not met by the requirements, we would have never even accepted it from the local manufacture, but the mattress did meet the client’s requirementsThe clients measured the mattress sitting on its side inside the truck, which then makes a measurement because the foams will move out a littleYou always measure a mattress when it is laying down flatThe clients had a hard time listening to *** when she told them to not measure a mattress sitting up*** wife even hung up on *** times while she was trying to explain to her that the delivery man need to install the mattress in their bed for proper measurementsWe honored what the clients requestedThey wanted a custom hand-made inches thick mattress and that’s what they got and acceptedThe mattress did measure inches once everything was scorrectlyThe manufacture stopped their whole course of the day, in order to even get them a different size (wide X long), normally an eastern king measures wide X longThe manufacture costumed this whole order to what the clients wantedThey signed all of their invoice/order/credit card receipts stating, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”This client will be unsatisfied no matter what because before even setting up the mattress, they were trying to set us up for failureWe delivered them exactly what they ordered and we cannot do anything else moreIt is a custom that they wanted and accepted upon deliveryPlease see attached:
*invoice and the back of the invoice with the clients hand writing
*all signed receipts with credit card receipt signed
*the order slip on their custom mattress with the measurements
Thank you for considering our response,
***
Sack Time ~ Manager

To whom this may concern,In a second response to this complaint, I did not confirm that the press board wood was not made out of wood. I had clearly told them that it will be made out of wood, whether there is wood chips or other ingredients, that it will contain wood inside. This client keeps saying that this headboard job is made poorly and everything, but they did know that it was not a manufacture making it and that it was hand made. If it was so bad when it was first delivered, then why didn't they say anything at the delivery man when they were first installing it? It was the client who gave me the idea once again on how to make her headboard. I repeadetly told her that it is just a guy that my mother knows that did her chairs. It was an custom job that we normally don't do, but wanted to make this client happy because she was desperate when she came in to talk to me. For her to ask me if we can just make one and for me to tell her that we couldn't the first time, she kept asking if there was any possible way to make a more organic/natural headboard. I don't know what else to do for these clients because they received exactly what was described to them. I did tell her that this headboard will not be 100% natural/organic and that the wood will also not be 100% natural/organic, which she was fine with that. I would have never accepted in doing this custom headboard if I would have known that the clients would have changed their minds after accepting the headboard and blaming it on what was said and what was never said because they no longer want it. They signed their receipts/order/invoice on "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". The clients even disputed the Credit card transactions, after putting in a complaint through you guys trying to resolve this (which they did not win). So, if we would have resolved this amicably, they would have gotten their money back from the dispute (if we hadn't won) and kept the headboard. This client is obviously wanting a FREE headboard that was customized to their demand. We always do find a solution if there is a problem with a client immediately, but for this client there is absolutely nothing that we can do because it is a custom. As of today, we are not able to do anything else for this client because of how dishonnest they are being. They signed and accepted our policy which is attached to the first response. "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE".Thank you for considering our second response,[redacted] ~ Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response becauseI requested records multiple times in the past and only just received them after filing a Revdex.com complaint. Thanks for confirming that you waited to send records until I complained.  You also misdocumented visits and the purpose of visits to justify your side of the complaint.  This is why I wanted copies of the records earlier before I filed the complaint.  I worried you would change the purpose of the pricing evaluation for surgery to an emergency drop in.  Thankfully my email correspondence with your dental team confirms your lie.  You obviously charged me for a pricing evaluation for surgery and set up surgery and then cancelled when I arrived with my cat because you didn't have the right staff to do the surgery.  The problems with the prescription are also documented.  If your staff would like to correct the billing mistakes and offer a refund, you are free to do so.  At this point all further communication will have to be in writing to prevent any further misunderstanding (aka total lies on your end).  As a case in point, I did not curse at your staff--I have lengthy communication by email with multiple doctors and I sent my complaints first to you by email. The correspondence shows that the tone has been professional on my end.  At this point I am looking into legal options.  This might not be small claims.  I don't expect a response from you, but the fact that you missed a tumor that was large enough to feel by the hand and yet over charged and then denied services that I had partially paid for without refunding all speaks to your total lack of concern for my cat and for me as your client. If you wanted to solve this problem it would be resolved.  If you choose to refund the full amount before I also have legal fees and filing fees, it will save you money in the end.  But if I have to go through the hassle of litigation over something that should never have happened in the first place and is far beyond any professional standard, I am not dropping it until we go to trial.  If all I get are your attorney fees paid for Defense, at least there will be some consequence for what you did to my cat.  
Regards,
[redacted]

In response to this complaint,
The client [redacted] and L[redacted] did purchase a twin mattress on March 15, 2014 for a mattress worth of $499 on sale that was then reduced to $470 because they had already previously purchased a King size mattress with us. When they bought the twin, they...

told us that they have a budget and so that’s what we went for. We delivered the twin mattress on March 21, 2015 at 1:52 PM. Then on October 07, 2014, [redacted] came in telling us that the mattress is having a sagging issue. We ordered another mattress which was firmer than the original one because they wanted something firmer, in order to replace the warranty defect. We believed the client on the defect and did not even send out an inspector to really see if it did have a sagging issue because we trusted the client. We delivered the second mattress (warranty exchange) on October 24, 2015 at 5:00 PM. The clients seemed happy at the [redacted]e. A few months went by and the client again showed up and so we wrote him up another warranty exchange, without inspecting the mattress again on January 26, 2015, and explained to the client that the category of mattress that they purchased is the beginning of the line. In every brand there is the first end, middle end and high end. They went for the first end, which justifies the quality and its price. This mattress is also 1 year warranty, so just by that it also gives away what kind of quality this mattress is. After explaining this to [redacted], he told us that he will speak to his wife, [redacted], about maybe just getting a better constructed mattress. After that day, we longer had any news from them to exchange the mattress and today, we see that there is this complaint on Revdex.com, which we do not understand because we have done more than we can to make this client happy. It isn’t our fault that they originally purchased a first end mattress. This is what they wanted and it is what they received. We cannot force the client to upgrade if they do not want to. We had even exchanged the defect mattress without sending an inspector and only realizing after when our team picked up the mattress, that the mattress did not have a defect on sagging. We again wanted to make the client happy and exchange another [redacted]e, knowing that the client was just not happy with the quality of the mattress. It was never a sagging issue, it was a feel and comfort problem. The client signed and accepted our policy on that, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”. The client signed this on every receipts attached and on their credit card receipt. There is absolutely nothing more that we could do for these clients, especially when we were still waiting on them to let us know if they were to upgrade or have the same mattress exchanged out again.
Thank you for considering our response and have a good Memorial Day weekend,
[redacted] ~ Manager
Sack Time
[redacted] [redacted]
Scottsdale, AZ 85254
###-###-#### Phone
###-###-#### Fax
[redacted]@aol.com

Tell us why here...
This is our last response as I stated before we are at an impasse here.
We did indeed send your records per your request yesterday and had only previously sent them where requested.
As stated multiple times to you we stand behind our medicine and your cat was seen on multiple occasions presenting with multiple issues. Different medications were recommended for different diagnosis. Your case was reviewed by our Chief and found to be appropriate.
If you would like to discuss your account further you can contact Taylor B[redacted] at the hospital who tried to speak to you in detail prior to you cursing and hanging up on her. If you want to have a calm reasonable conversation with us we are always here. We will not be replying anymore through this site. We consider this case closed.
Thank you

I never got an e-mail requesting my response, as that was sent to [redacted] mail, which is the reason I switched to [redacted] mail. The response from Sack Time was totally inadequate. Why do they not just admit they made an error and correct it?1. They wrote that they never told the delivery person not to give me the bill. That is an outright lie. Who delivers merchandise and does not request a signature? The delivery man told us she said it was not necessary.2. I did not write this in the original letter to you, but we have what is called contour sheets. They are sheets that fit on the mattress like a glove.  We specified in the store that they would not fit an 11 inch mattress but would fit a 9 inch mattress. To get contour sheets to fit an 11 inch mattress would mean throwing out the ones we have and making purchases, thereby, incurring additional expenses for the 11 inch mattress. Furthermore, as mentioned the headboard was not designed for an 11 inch mattress.3. To write that Sack Time did not trust us, is simply insulting. They had all our money up front for payment of the mattress.4. The contract spells out the size and that is not what was delivered. 5. There were other things mentioned in my original letter to you that do not warrant repeating.6. The mattress is still 11 inches, in the horizontal position.I have a son who is an attorney in Scottsdale, who in the past has given me legal advice. If a case like this goes to court and since this is a contract case, the losing party must pay the other sides attorney's costs. There are other issues that can be brought up in court that will add to the defendant's costs. I have no doubt that I will win in a case like this. Therefore, I suggest that in order for this matter to be resolved that Sack Time do whatever is necessary to correct the matter so that the mattress is exactly as spelled out in the original contract. Finally, I request that if Revdex.com decides to put this on their website, that my name not be mentioned. Also, Maria, please let me know that you received this e-mail.Thank you for your patience.Sincerely yours,[redacted]

[redacted] spoke with a member of our management team on September 16, 2016 to discuss her concerns. They ended the call when [redacted] hung up after using an expletive. See information noted in the file:"Called ** to discuss concerns. ** started off saying she wanted a refund for her last visit as...

well as all the previous visits over the summer. ** stated that she tried to schedule a dental but was told she had to come in for dx first. According to Dr. K[redacted]'s notes in the record, * called b/c she noticed that * had a fx tooth and dark colored drool, Dr. K[redacted] recommended coming in on primary care to have pet evaluated, * can in later that night on urgent care service. ** said that she was told that * needed to be seen by the dental service in order to evaluate what was going on with the jaw and this is why she did the bloodwork. I told her that the plan was for Dr. Ray P[redacted] to do the procedure, however, after evaluating * at check in he thought it was more appropriate to be seen by a specialist. I appologized for the inconvenience, however, I would much rather have a doctor send a pet to a specialist if they were not comfortable than start a procedure and have to stop part way through resulting in a second anesthetic procedure and increased costs. I also explained that all records, labwork, etc were sent to Dr.S[redacted], which is why it was not repeated yesterday. ** also said that she wanted a refund for all of the visits over the summer because all the issues should have been addressed at the first visit. ** said that she should have been given pred, pain meds and clavamox at that time instead of having to come in multiple times. I told her that Dr. Janine C[redacted] (our Chief of Emergency and Critical Care) has reviewed the records and that everything that was done was medically appropriate. I started to explain that when she came in the first time * was limping on one leg which is why Dr. J[redacted] only sent home pain meds and that a steroid would not have been appropriate that that time. As I started to explain that per phone conversation and emails at the time, ** reported * progessively getting worse, she cut me off and said this was not true. She said that at the time of her first vist, she had to carry pet in b/c she couldn't walk at all and was covered in bloody urine. I explained to her that according our doctors records and clicoms, this was not the case. She said a number of times that she "can't help the way our doctors bill things", and that the information in the SOAPs is not correct, and that each visit, each separate doctor left out information about what was going on with pet. I told her that I did not feel that the doctors have or would leave out significant medical information, such as complete immobility or bloody urine. She also mentioned that she received the incorrect dose of [redacted], (I believe the bottle she was referring to was one that she requested we call in to [redacted] veterinary clinic). I told [redacted] that I was sorry for Mondays inconvienence but our doctors have been very honest with her and have done nothing but what was in the best interest *. I told her I did not feel a refund was warrented in this situation. I said to her that she is clearly unhappy with the services at FHA and asked where she would like records sent. ** said that she will call for records to be sent once she gets established with a P/C vet. She also said she no longer wants any phone communication and wants an email stating why we are not refunding her so that she can take further action to dispute the bill. She ended with an expletive and hung up."

To whom this may concern,When the client came into the store on December 16, 2014, he liked a specific mattress that originally costs $7,497 + tax and [redacted] gave him a deal for $6,500 + Tax = $7,039.50.That day, the client gave a non-refundable deposit of $1,000 for the specific order that he...

wanted. The size that the client purchased was a Cal King and was ordered just for him because we did not have it in stock in this particular model, therefore we had to order it for him. He requested for his delivery do be done on January 20, 2015. Every orders that we place for a client is customized to what the client requests. [redacted] told [redacted] on January 5, 2015, that he wants a refund and no longer can afford this specific order. [redacted], who is in charge of the customer service, called him the same day and left him a voicemail for him to call her back. He did call a few minutes after she left him a avoicemail, and she told him that we have his order all set for delivery and already loaded in the truck for him. She even told him that we would accomodate him if he would need the delivery sooner or later. He did not talk to her about any refunds and was actually going to call her back to let her know on if he wanted to change the delivery date. About 30 minutes later, the client calls [redacted] back and demands a refund and said that nobody had called him. [redacted] gave him the customer service number and the client called [redacted] right after. He started to explain to [redacted] that he was talking about a different bed for his car and that he had no idea on who he had previously called back, which is a coincidence for the same delivery date....[redacted] explained to him that he signed his invoice/order/receipts/policy with his own signature infront of [redacted] and accepted everything. On the invoice/order/receipt, it clearly states " ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE".  The client kept on over talking [redacted] and she told him that she will not talk to someone who yells at her and won't let her talk, especially when she is trying to figure out a solution for him. She even told him that if he couldn't speak to her in a diplomatic way, that she will have to hang up the phone because she cannot speak to someone that picks one word of a sentence and then won't let her talk without him yelling. We cannot do anything for this client, other than delivering the merchandise that he ordered and wanted when he pays the remaining balance of $6,039.50, or if he doesn't want to do that, then he will lose his $1,000 deposit because it is non-refundable.Attached is the invoice/order/receipt that clearly states "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE" with his signature above to the right.Thank you for considering our letter and have a Happy New Year,[redacted]

In response to this Revdex.com #[redacted] complaint, After speaking to you on the phone regarding on this mattress for about 24 minutes on July 7, 2015 at around 11:10 A.M, I do not understand why all of this is happening. You originally ordered a [redacted] King Set Firm fromour second...

location and when we came to your home on June 25, 2015 todeliver it, my delivery man saw that you had a Cal King Set set-up. I thenspoke to you and told you that you ordered the wrong size and that we are goingto have to order a Cal King Set. You apologized for ordering the wrong size andsaid that you will wait for the Cal King to come in. You then received the CalKing Set on Monday, July 6, 2015 in the afternoon between 1 P.M. and 4 P.M. Youaccepted everything like you had originally accepted our policy by signing yourreceipts, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". When Iwas speaking to you on the phone on July 7, 2015, you were very demanding andjust cursing, which is something I do not tolerate. We are adults and cancommunicate in a diplomatic manner. We already did an exchange once due to youordering the wrong size. We DO NOT sell any used mattresses here and everythingis freshly made. All I can go from this arethe receipts you signed, which clearly writes, 1 King Size Set [redacted]Beautyrest Chasewood Firm with your signatures right below. You even receivedan additional 10% off with a free delivery, free set-up, and free removal ofold one. You received exactly what you ordered with the exchange from Kingto Cal King. You had laid down on the mattress in our showroom and wanted thatexact one, which is the one you had received 2 times in 2 different sizes. We triedto be helpful and exchange for a 3rd time, but the mattress you areasking us now, is a mattress that only comes from the hotel you are now talkingabout. You purchased a [redacted] and not a Sealy. We offered you an exchange andwith over 40 different models/brands that we have in our showroom for you topick out. You are currently asking for a specific model that we do not carry. Weare not the hotel company and we were not able to do anything more than what wehad already offered you. It isn’t our fault that you had  refused our 3rd exchange. When you came into our second location on July 08, 2015 to see [redacted],you recorded him and yelled at him over and over with a witness there. He hadtold you multiple times that I, [redacted], handle the customerservice. You then came in the location where I was, demanding for anotherexchange. You also recorded me, so I did the same. You received exactly whatyou ordered and did not want to hear what the 3rd option was. Youput threats on my own personal life about my school education and everythingelse with it. Since you decided to corner me by my desk face to face with me, Ihad asked you for a solid 10 seconds to get away from me. The window cleanereven had to tell you to leave the store. I called [redacted] because I felt threatenedand felt unsafe with you there, especially after you had told me the day beforethat you were under medicine. I also had to goto the city court to get a protection order, especially since you had beenresearching me personally and threatened my personal life education. Again, you signed all of your receipts acceptingour policy, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". Wecannot offer more than what we carry on our floor.   Kind Regards, [redacted] ~ Manager Sack Time[redacted] [redacted] Scottsdale, AZ 85254   ###-###-#### Phone ###-###-#### Fax [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.  For your reference, details of the offer I reviewed appear below.
This is our response to [redacted]/Sac Time response to our complaint.  We told her there was no problem with the fabric on the headboard (although it was an amateur job). THE ISSUE WE HAVE IS THAT SHE GUARANTEED US SHE WOULD BE USING WOOD.  What we received was not wood but the MUCH less expensive PRESSED BOARD. Here is a description of PRESSED BOARD from the Internet:'Pressed board or particle board are made by mixing sawdust, wood chips,
etc. with glue and pressing them into a board. Plywood is made by
skinning a tree like an onion, into approx. 1/8" sheets. These sheets
are laminated, cross grained, into boards. Plywood is much stronger than
pressed board...and more expensive."We thought we repaying for real wood, not PRESSED BOARD. In a phone conversation with Tahnee, she admitted to my wife and me that they did not use WOOD. We paid $1,300 plus tax for PRESSED BOARD! Cheap furniture and cheap shelving are many times made with pressed board. The headboard visually is appalling and poorly made AND WE WERE GROSSLY OVERCHARGED. We do not want the headboard but Sac Time will not take it back although they sold us a SUB-PAR product that was NOT WHAT WE WANTED NOR WHAT WAS DESCRIBED TO US. In [redacted] response to the complaint she incorrectly mentioned that we were desperate for a headboard that was made with natural non-toxic materials. WE WERE NOT DESPERATE AND WOULD HAVE KEPT LOOKING HAD [redacted] NOT ASSURED US THAT SHE COULD GET IT DONE. SHE GLADLY TOOK OUR $1,300 PLUS TAX BUT WILL NOT STAND BEHIND HER PRODUCT (WHICH IS TOTAL GARBAGE). In her response to our Revdex.com Complaint she said that we were requesting "a natural headboard", IS PRESS BOARD MADE WITH GLUE NATURAL? NO IT IS NOT. She also states that "ALL SALES AND ORDERS ARE FINAL AND NONREFUNDABLE." Therefore Sack Time is telling their customers that paying a high price for a product that is not what was ordered in non-returnable.  THEY CLEARLY DO NOT STAND BEHIND THEIR PRODUCTS AND ONCE THEY GET PAID THEY COULD CARE LESS ABOUT THE CUSTOMER. When  they delivered the headboard my wife was surprised at the poor workmanship but knew nothing about wood. I noticed it later that day when I saw the headboard. My first reaction was "what a horrible, amateur job was done and then I noticed the PRESSED BOARD. It was worse than horrible, the fabric was stapled along the back in a crooked and uneven line. The pressed board was unfinished and "cheap". She claims that they did not finish the headboard because we did not want a toxic finish. THERE ARE NON-TOXIC FINISHES BUT SHE JUST HAD THIS GUY THROW IT TOGETHER. IT LOOKS LIKE IT WAS MADE IN HIS GARAGE, NOT IN A WOOD SHOP. 
Regards,[redacted]

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 and foremost, my mother, [redacted] purchased a complete king bed with power and for head and foot for over $3,400.00. This was never stated as a "low end," or "high end." I do believe that should be a bed of high quality.When my husband came in, he did not request a "low budget" mattress but rather a single twin bed that was comparable to the king bed his mother-in-law had previously purchased.  According to [redacted], they showed him only beds that were in excess of $1,100.00 and he politely told them that we did not need so spend that much for a single twin mattress.  So, as a selection of the owners of the store, he was guided to the $499.00 bed. The bed came the day my mother returned home from hospitalization......it seemed fine, but shortly after, she complained of back pain and discomfort.  After we took pictures and showed them the picture on our cell phone in October, they agreed to send out an inspector to look at the mattress.  This was perfectly acceptable for them to do and we agreed.  There was an inspector who did come out the first time in October and then it was agreed to send out another mattress to replace the damaged quality mattress.  Once again, my mother is very thin and weighs very little. Over the phone we agreed upon a more firmer mattress seeing she was elderly.  I appreciated the feedback and we did so.  That mattress came and was even "poorer" quality than the first.  By early January 2015 this mattress was sagging again. Both my husband and I went to the store, I took off work for an afternoon to have this discussion.  The mother, not [redacted] was there that day. Her mannerisms are abrupt and she does not let anyone speak.  I asked her to listen to me and understand what I was saying.  We looked at multiple mattresses of which she could not even locate the warranty on the mattress that she told me was like the one she selected for my mother.When the last mattress came for replacement is was UNBELIEVALBE!  Honestly you can carry it through the house with one hand...it has no support, no padding, NOTHING.  Who chose this "low end" mattress now?  It definitely is not like what was sent out day one.  when the mother told me she was not going to replace it and we would have to spend MORE money......I stated I would not do it.  I began looking elsewhere and we quickly found a "name brand" mattress from a "name brand store," that is exactly what we should have had from day one and we paid only $325.00!!I am dissatisfied with their response, their attitude and their poor customer service!  Most importantly, no company that is rated by the Revdex.com should act in such a manner and I find it repulsive!  We have saved the pictures of all mattresses and have the last mattress saved for anyone to review.  I am seriously considering calling channel 3 to discuss the poor quality and to show them the last mattress that clearly SPEAKS FOR ITSELF!  Anyone who would treat customers with such ignorance and arrogance is deplorable and I do not wish any other person to be taken for granted or to be treated as we have!  I am embarrassed for them!Yes, and the big ALL SALES AND ORDERS ARE FINAL AND NOW REFUNDABLE are hand written above their cash register!  And after many inquiries I found it in tiny print on the small white sales receipt that is attached to the large ordering slip!  If Tawhnee's mother could not even locate the warranty on the like for like mattress in their store, brand new, how were we to know it was a 1 year warranty!  belittling customers and treating them as though they are not educated is a huge mistake and a poor representation to the Revdex.com.Price does not always equal quality!  Unfortunately according to Sack Time Inc, it does! I would love to show someone the mattress quality of the $325.00 we purchased compared to Sack Time, Inc quality of $507.00!I stand firm in respectfully requesting the money spend for the first mattress.  Also of note, they are totally unable to find their receipts, it is up to the customer to find them so I do find parts of the communication humoring since I do have the copies and apparently they do not!  Another excellent customer service point. I also have a copy of the sign which hangs above the cash register....no date, not printed but rather handwritten.  Was it placed after our purchase or before?For the betterment of the Revdex.com: First receipt was 10/30/13 for $3,400.00. Second receipt was 3/15/14 for 507.36.  Third receipt was exchange on 10/7/14.  The last bed can be provided but is at my mothers home and not available this evening.I appreciate your time in reviewing this complaint and wish for this to be resolved quickly and not to complete the same process to other customers. Respectfully,[redacted]

In response to this complaint,

The client [redacted] and L[redacted] did purchase a twin mattress on March 15, 2014 for a mattress worth of $499 on sale that was then reduced to $470 because they had already previously purchased a King size mattress with us. When they bought the twin,...

they told us that they have a budget and so that’s what we went for. We delivered the twin mattress on March 21, 2015 at 1:52 PM. Then on October 07, 2014, [redacted] came in telling us that the mattress is having a sagging issue. We ordered another mattress which was firmer than the original one because they wanted something firmer, in order to replace the warranty defect. We believed the client on the defect and did not even send out an inspector to really see if it did have a sagging issue because we trusted the client. We delivered the second mattress (warranty exchange) on October 24, 2015 at 5:00 PM. The clients seemed happy at the [redacted]e. A few months went by and the client again showed up and so we wrote him up another warranty exchange, without inspecting the mattress again on January 26, 2015, and explained to the client that the category of mattress that they purchased is the beginning of the line. In every brand there is the first end, middle end and high end. They went for the first end, which justifies the quality and its price. This mattress is also 1 year warranty, so just by that it also gives away what kind of quality this mattress is. After explaining this to [redacted], he told us that he will speak to his wife, [redacted], about maybe just getting a better constructed mattress. After that day, we longer had any news from them to exchange the mattress and today, we see that there is this complaint on Revdex.com, which we do not understand because we have done more than we can to make this client happy. It isn’t our fault that they originally purchased a first end mattress. This is what they wanted and it is what they received. We cannot force the client to upgrade if they do not want to. We had even exchanged the defect mattress without sending an inspector and only realizing after when our team picked up the mattress, that the mattress did not have a defect on sagging. We again wanted to make the client happy and exchange another [redacted]e, knowing that the client was just not happy with the quality of the mattress. It was never a sagging issue, it was a feel and comfort problem. The client signed and accepted our policy on that, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”. The client signed this on every receipts attached and on their credit card receipt. There is absolutely nothing more that we could do for these clients, especially when we were still waiting on them to let us know if they were to upgrade or have the same mattress exchanged out again.

Thank you for considering our response and have a good Memorial Day weekend,

[redacted] ~ Manager

Sack Time

Scottsdale, AZ 85254

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[redacted]@aol.com

In response to this Revdex.com #[redacted] complaint, After speaking to you on the phone regarding on this mattress for about 24 minutes on July 7, 2015 at around 11:10 A.M, I do not understand why all of this is happening. You originally ordered a [redacted] King Set...

Firm fromour second location and when we came to your home on June 25, 2015 todeliver it, my delivery man saw that you had a Cal King Set set-up. I thenspoke to you and told you that you ordered the wrong size and that we are goingto have to order a Cal King Set. You apologized for ordering the wrong size andsaid that you will wait for the Cal King to come in. You then received the CalKing Set on Monday, July 6, 2015 in the afternoon between 1 P.M. and 4 P.M. Youaccepted everything like you had originally accepted our policy by signing yourreceipts, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". When Iwas speaking to you on the phone on July 7, 2015, you were very demanding andjust cursing, which is something I do not tolerate. We are adults and cancommunicate in a diplomatic manner. We already did an exchange once due to youordering the wrong size. We DO NOT sell any used mattresses here and everythingis freshly made. All I can go from this arethe receipts you signed, which clearly writes, 1 King Size Set [redacted]Beautyrest Chasewood Firm with your signatures right below. You even receivedan additional 10% off with a free delivery, free set-up, and free removal ofold one. You received exactly what you ordered with the exchange from Kingto Cal King. You had laid down on the mattress in our showroom and wanted thatexact one, which is the one you had received 2 times in 2 different sizes. We triedto be helpful and exchange for a 3rd time, but the mattress you areasking us now, is a mattress that only comes from the hotel you are now talkingabout. You purchased a [redacted] and not a Sealy. We offered you an exchange andwith over 40 different models/brands that we have in our showroom for you topick out. You are currently asking for a specific model that we do not carry. Weare not the hotel company and we were not able to do anything more than what wehad already offered you. It isn’t our fault that you had  refused our 3rd exchange. When you came into our second location on July 08, 2015 to see [redacted],you recorded him and yelled at him over and over with a witness there. He hadtold you multiple times that I, [redacted], handle the customerservice. You then came in the location where I was, demanding for anotherexchange. You also recorded me, so I did the same. You received exactly whatyou ordered and did not want to hear what the 3rd option was. Youput threats on my own personal life about my school education and everythingelse with it. Since you decided to corner me by my desk face to face with me, Ihad asked you for a solid 10 seconds to get away from me. The window cleanereven had to tell you to leave the store. I called [redacted] because I felt threatenedand felt unsafe with you there, especially after you had told me the day beforethat you were under medicine. I also had to goto the city court to get a protection order, especially since you had beenresearching me personally and threatened my personal life education. Again, you signed all of your receipts acceptingour policy, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". Wecannot offer more than what we carry on our floor.   Kind Regards, [redacted] ~ Manager Sack Time[redacted] Scottsdale, AZ 85254   ###-###-#### Phone ###-###-#### Fax [redacted]

I never got an e-mail requesting my response, as that was sent to [redacted] mail, which is the reason I switched to [redacted] mail. The response from Sack Time was totally inadequate. Why do they not just admit they made an error and correct it?1. They wrote that they never told the delivery person not to give me the bill. That is an outright lie. Who delivers merchandise and does not request a signature? The delivery man told us she said it was not necessary.2. I did not write this in the original letter to you, but we have what is called contour sheets. They are sheets that fit on the mattress like a glove.  We specified in the store that they would not fit an 11 inch mattress but would fit a 9 inch mattress. To get contour sheets to fit an 11 inch mattress would mean throwing out the ones we have and making purchases, thereby, incurring additional expenses for the 11 inch mattress. Furthermore, as mentioned the headboard was not designed for an 11 inch mattress.3. To write that Sack Time did not trust us, is simply insulting. They had all our money up front for payment of the mattress.4. The contract spells out the size and that is not what was delivered. 5. There were other things mentioned in my original letter to you that do not warrant repeating.6. The mattress is still 11 inches, in the horizontal position.I have a son who is an attorney in Scottsdale, who in the past has given me legal advice. If a case like this goes to court and since this is a contract case, the losing party must pay the other sides attorney's costs. There are other issues that can be brought up in court that will add to the defendant's costs. I have no doubt that I will win in a case like this. Therefore, I suggest that in order for this matter to be resolved that Sack Time do whatever is necessary to correct the matter so that the mattress is exactly as spelled out in the original contract. Finally, I request that if Revdex.com decides to put this on their website, that my name not be mentioned. Also, Maria, please let me know that you received this e-mail.Thank you for your patience.Sincerely yours,[redacted]

I highly recommend Sack Time to anyone seeking 1st class customer service! The store manager is terrific and very knowledgeable on the products that she is selling. There are no high pressure sales at this store and it is very family oriented and a very relaxing place to purchase a bed.I purchased a bed after spending time going over my needs and my options with the manager and within a 3hr period from start to finish my bed was delivered and set up....now that is awesome customer service at its finest! Thank you sack time.....you are brilliant!

After shopping for a mattress at other stores we found Sack Time to be far superior. They were very professional and helpful in educating us on what would be best for us. The service was great from purchase of the mattress to the delivery. This speaks to their success of being in business for 40 years!