Sack Time

In response to the complaint,[redacted]'s wife, [redacted], did indeed come into the store and spoke to [redacted] regarding the mattresses having sagging issues. We have changed the mattress and it never had a sagging issue in the end. We wanted to make the customer happy by quickly getting them into another mattress. It is not our decision on what the client ends up purchasing. We showed the client several different mattresses and did explain that the mattress for the twin is NOT going to be equivalent to the King mattress they had previously purchased. We have mattresses that start at $89 and go up to $24,000. Each client that walks in through our door, are explained each detail of each mattress and explained about the different qualities on which one will last longer and hold better for an every night sleeper. We actually do keep records on every invoices, which we had attached to show what was ordered and with the no delivery charges on the first complaint response, so I really do not understand why the client is saying that we can't find the invoices. The client accepted on the credit card and invoice/order our policies on "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". I, [redacted], personally called [redacted] and left them a voicemail regarding on this complaint, to try to understand why they went straight to Revdex.com when all we were waiting on them was to let us know what mattress they wanted for us to bring out to them. When [redacted] came in and spoke to [redacted], all she was doing was yell at her, which is unacceptable because [redacted] is only there to sale and show this client what we have and what we can do for her. The warranty letter came with her mattress upon delivery. It isn't our fault that she did not keep it. I, [redacted], am the person who takes care of all of the customer service and warranties. I was not working the day she came in and yelled at [redacted] did not tolerate her rudeness and pretty much told her our policy and that it was final. There is only so much we can do for clients that are complaining on a sagging issue, when there are really no sagging issues because even the manufacture did not even take the mattress back. We had to give the mattress away to the homeless shelter because we DO NOT sell any used mattresses. We trusted the client on what they were telling us and exchanged with no hassle. The mattress they picked out again is a first end mattress and was explained this at the time of purchase. Again, this client never returned my call when I left them a voicemail regarding this complaint. I understand that they purchased a mattress somewhere else and it isn't our problem that they did, especially when they had the opportunity for another exchange. We absolutely CANNOT do anything else for this client, other than exchange her mattress with an inspector confirming that the mattress does indeed have a sagging issue. In the years being with Revdex.com, we are a strong family business and we have a very strong clientele. Our clients come into our store based on our trust and experience. We always try our best to make each individual client happy with their purchase. If a client isn't satisfied with something, we are very quick on resolving it even if the client isn't being 100% honest with us. This is why we have been in business since 1973. This specific client is just trying to take advantage of a small family business and thinks that she can get a new mattress every 6 months, when it doesn't work this way.Thank you for considering our response and have a good weekend,[redacted] ~ Manager

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]

I just had the best experience ever buying a mattress. The owner Nicolas helped me to select the perfect mattress for my sleeping needs. He is extremely knowledgeable in helping to select the right mattress for your body type and sleeping position. Aside from his expertise, he is a genuine and kind human being who truly wants you to feel better. I highly recommend Sack Time to anyone who is looking for a good night's sleep, and personable charm to go along with the process.

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

Loved buying local and especially from such nice, helpful and knowledgeable people. Highly recommend.

I received excellent advice from this store. Every night when I go to bed I am glad I bought myself a good quality bed. They are professionals and have a broad range of products, good pricing and they deliver/install on time (priceless when you move to a new town).

Highly recommend this place as they deserve theirs good reviews.

I will shop again with them next time.

In response to the complaint,[redacted]'s wife, [redacted], did indeed come into the store and spoke to [redacted] regarding the mattresses having sagging issues. We have changed the mattress and it never had a sagging issue in the end. We wanted to make the customer happy by quickly getting them into another mattress. It is not our decision on what the client ends up purchasing. We showed the client several different mattresses and did explain that the mattress for the twin is NOT going to be equivalent to the King mattress they had previously purchased. We have mattresses that start at $89 and go up to $24,000. Each client that walks in through our door, are explained each detail of each mattress and explained about the different qualities on which one will last longer and hold better for an every night sleeper. We actually do keep records on every invoices, which we had attached to show what was ordered and with the no delivery charges on the first complaint response, so I really do not understand why the client is saying that we can't find the invoices. The client accepted on the credit card and invoice/order our policies on "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". I, [redacted], personally called [redacted] and left them a voicemail regarding on this complaint, to try to understand why they went straight to Revdex.com when all we were waiting on them was to let us know what mattress they wanted for us to bring out to them. When [redacted] came in and spoke to [redacted], all she was doing was yell at her, which is unacceptable because [redacted] is only there to sale and show this client what we have and what we can do for her. The warranty letter came with her mattress upon delivery. It isn't our fault that she did not keep it. I, [redacted], am the person who takes care of all of the customer service and warranties. I was not working the day she came in and yelled at [redacted] did not tolerate her rudeness and pretty much told her our policy and that it was final. There is only so much we can do for clients that are complaining on a sagging issue, when there are really no sagging issues because even the manufacture did not even take the mattress back. We had to give the mattress away to the homeless shelter because we DO NOT sell any used mattresses. We trusted the client on what they were telling us and exchanged with no hassle. The mattress they picked out again is a first end mattress and was explained this at the time of purchase. Again, this client never returned my call when I left them a voicemail regarding this complaint. I understand that they purchased a mattress somewhere else and it isn't our problem that they did, especially when they had the opportunity for another exchange. We absolutely CANNOT do anything else for this client, other than exchange her mattress with an inspector confirming that the mattress does indeed have a sagging issue. In the years being with Revdex.com, we are a strong family business and we have a very strong clientele. Our clients come into our store based on our trust and experience. We always try our best to make each individual client happy with their purchase. If a client isn't satisfied with something, we are very quick on resolving it even if the client isn't being 100% honest with us. This is why we have been in business since 1973. This specific client is just trying to take advantage of a small family business and thinks that she can get a new mattress every 6 months, when it doesn't work this way.Thank you for considering our response and have a good weekend,[redacted] ~ Manager

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 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 am happy about my purchase at Sacktime Mattress, the ladies there were very kind to advise me on which kind of mattress would be good for me. Unlike other stores I went to, they were not pushy at all as the other sales people were. My sleep is so much better than before!

We purchased a mattress from Sack time, the sales person was very informative and made the process very easy. Delivery was also a breeze.

I had the pleasure of visiting Sack Time for a queen size bed and mattress. It's not often an outlay of $2K + is an experience but this sure was! And an added benefit was the expenditure benefiting a 'local' business who has been around since 1973. Tahnee was so knowledgeable on all their products....so very helpful and most courteous. Anyone in the market for mattresses and/or beds should go to Sack Time! Cannot say enough good things!

Dealing with Nicolas is like dealing with a family member. He took great interest in my needs and even directed me away from mattresses that he felt were not what I needed, even if they were more expensive. The delivery was right on time. No problem recommending him to family and friends.

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]

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

###-###-#### Phone

###-###-#### Fax

[redacted]@aol.com

Sack time was a terrific find! Yellow distinctive logo really stands out.

Service is friendly, non obtrusive and helpful in selecting what I wanted

Selection was great. Quality mattresses and wide variety to satisfy most folks.

Will happily recommend this establishment to anyone searching for new bedding.

Delivery was quick and efficiently done. Old mattress was hauled away.

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]

To whom this may concern,This client received exactly what they ordered, which was a custom size per their request. The 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 again. As you saw in the originals that the client signed a second time upon delivery. At 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 fees. We originally made a custom size that they wanted and accepted into their home. They accepted the delivery and accepted the mattress. On 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 client. So it will be again another custom with new fees.Thank you for considering our response,[redacted] ~ ManagerSack Time

Nancy H.

Sack Time really takes the initiative to give great customer service and finds great prices for their customers. Going here takes all the hassle out of buying a mattress and they are knowledgeable about what mattress fits your sleep style. When you go there ask for Nick he will make sure to take great care of you and your needs.

I came into the store to buy a Hotel Mattress. I was told the Lowes mattress was the same a * Hotel. 
I laid on 3 mattresses on 06/17/2015, I said they are nice but I want the one from Lowes. Before I signed the receipt I asked you are sure this is the one from Lowes. The sales repeat assured me that he had been in the business for 35 years and he know what I wanted and to trusted him.  I found out that they purchased the store from original owner and have only been in business for a short time. 
The mattress ordered was not a hotel mattress and the wrong size. 
The first was return to the [redacted] factory in Avondale at no cost to Sack Time, as it was refused and not set up.. (NO LOSS TO SACK TIME) 
I also learn that retail store can not order Hotel mattress, and that the one ordered for me was the lowest brand beautyrest but price the same as * mattress ordered directly from Hotel..
They also waited until July 2, 2015 to reorder to take advantage of the free pillows and half prices. ($440.00)  I purchased the fake hotel mattress for $1461.07, I purchase the * Hotel Mattress for $1845.00 with, sheets, delivery, set up and removal. 
I received the Mattress at 3 pm 07/06/2015, and notified the store of the mixed up at 11 am 07/07/2015, 10 am 07/07/2015. 
The [redacted] beautyrest chasewood firm is only about 10" Ht it very flimsy, bendable and if adjusted needs to be pushed back into place. Very poor workmanship. 
The * Hotel mattress is marked with * all over. Has extra tall box spring and a 13" mattress. 
What I asked for and what I received is two completely different items. 
 

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.

Regards,