Smart Motors

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The salesman called after we left the store and we told him we wanted whatever was on the set on display which happen to be the low profile box springsSo nothing was signed saying which box springs we were supposed to get until after they were delivered and they were immediately calledSo they don’t explain anything when they sell the mattress setThey deliver whatever and run out the doorI am not paying more Regards, [redacted]

To whom it may concern, I hope you are doing wellI am overseas visiting my dad who is sick at the moment, I will be back on December 22nd This is not my first time that I buy from Original Matrress Factory store, I am considered a good and loyal customerThe way I was treated by the staff at Original Matrress Factory shop was not acceptable at all, especially since they wanted to kick me out of the store and called the Police on meThe Police himself told me to file a complaint at the store where I bought the mattress and I replied telling him that this is where I bought the mattress fromLater the Police asked me to leave the store and as I was leaving, MrCharles, the manager of the store started laughing as I left It is with no hesitation that I decline/not accept this response since the dates written on that letter are not accurateI first contacted them as soon as the mattress arrived to my apartmentIt is not true that I contacted them days later In conclusion, as a customer, I should not be liable to pay anything extra for a fault that came from the factoryIt is not reasonable that I pay for freight to fix a product that is still considered brand new from sourceThis product is defective, I did not damage it and neither should the guarantee policy be applied on itThe inspector came to my apartment and made sure that there was an actual defection in the mattressI asked for a good mattress, paid over $and freight Due to what happened, and the way I was treated, I demand that Original Matrress Factory comes to my apartment and take the mattressIt is still in perfect condition and never usedI also need a FULL REFUND to be paid as soon as possible

[redacted] I am in receipt of your letter dated November 25, regarding ID# [redacted] .The Original Mattress Factory believes in doing business the right way and we stand firmly behind ourproducts and their quality We realize that we will never be able to satisfy 100% of our customers, butwhen a situation does arise we do our best to resolve any issues and strive for the win-win solution.In response to [redacted] desired settlement for an exchange of their box spring, please understand thatfor the protection of the consumerThe Original Mattress Factory sells only new bedding products withall new materialsTherefore, we do not accept returns or exchanges on upholstered bedding products,including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors.This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website,on the back of the invoice the customer received at the time of purchase and stamped on the front of theinvoice the customer signed at point of delivery.In the case of a height situation, such as the one the [redacted] are experiencing, our warranty card clearlystates our replacement policy under the "Comfort And Size Replacement Policy" sectionThe originalpurchaser may within sixty (60) days of the date of delivery with the proof of purchase, tender theoriginal product to us for disposal or provide us with a receipt showing that the product has been donatedto a legitimate charitable organizationWe will then provide the customer with a replacement box springfrom our current model selection for a replacement fee of 25% of the list price of the box springWe willabsorb 75% of the list price to assist the customer who made a selection mistakeThe customer is alsoresponsible for all applicable piand delivery feesA copy of our warranty card is enclosed for yourreference.Our records indicate the following: [redacted] purchased an Orthopedic Euro Top mattress and box spring set onNovember 21, Shortly after leaving the store our sales associate called and talked to [redacted] to confirm the customer's choice of box springAt that point [redacted] opted for thetaller box spring for their purchaseA copy of the invoice is enclosed for your reference.On November 24,7, we delivered the Orthopedic Euro Top mattress and the 8" box spring asorderedAfter installation, [redacted] inspected the mattress set, said it was fine and signed thedelivery copy as "Received in Good Condition"A copy of the signed invoice is enclosed foryour reference.Later in the day on November 24, 2017, [redacted] called the factory and talked to ourDelivery Supervisor, Jared O***, stating that the mattress set was too tallMrO [redacted] explainedour size replacement policy along with our return policy [redacted] did not accept our offer toreplace the box spring under the terms of our policyA copy of MrO [redacted] notes and ourservice paperwork is attached for your reference[redacted] made a specific request for the taller of the box spring options (8" high versus the 5" lowprofile version shown on the retail floor)When we are at fault, we take responsibility for our actions andtake the appropriate measures to correct the problemAfter reviewing all information regarding thistransaction, we are confident that we did not deliver the wrong box springs to the customer as inferred inthe letter to the Revdex.comWe delivered the requested box springs and mattressat which point [redacted] inspected and accepted the taller box springsTherefore, The Original Mattress Factory's positionremains the sameWe will not exchange the box spring at no costHowever, if [redacted] decide to exercise the sizeheight replacement option as explained in our "Limited Warranty ServicePolicy &: Mattress Care Guide", they may do so any time before January 24, 2018.If you have any additional questions or would like more information on this matter, please do not hesitateto contact me at ###-###-####.Sincerely,Jeffrey CM [redacted] The Original Mattress Factory

Revdex.com called business to discuss their warrantyMrMerrill said they are willing to repair the mattress if consumer pays transportation costs one way ($45.00) since he has already been refunded $for the original delivery feeSee attached warranty for terms and conditions

Consumer called and was unwilling to pay anything for freightThe only resolution he will accept is to return the mattress and box spring for a full refund