Steve Tucker Appliance Inc

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]First  of all they didn't explain no guarantee of comfort and he admitted to my husband that the bed in the show room is softer then the new beds also sal emailed me that he emailed the manufacturer and he would let me know what they said. which he did not ever email me back. I feel they are only giving you half truths to cover them selves. What's really bad that I can't sleep on the bed with my back and I know now they do not appreciate their customers. They really need to be more clear when they are selling beds. There is a customer returns and refund act by the state of Oregon. It saddens me that living in such a small community Steve Tucker Appliances would treat their customers like that.

Regarding your letter dated February 1, 2017, ID#[redacted]. This letter provides our response to the complaint by [redacted].Ms. [redacted] visited Steve Tucker Superstore several times to test mattresses for purchase. Eventually, she settled on a Cal King and had us order one for her; at the time,...

it was explained to her that the mattress she purchased did not come with a comfort guarantee, but she purchased it anyway, financing through Wells Fargo. Upon delivery, she requested we set the new mattress on her king-size bed frame, which we did. Everything appeared fine with her purchase. On December 28, Ms. [redacted] called regarding discomfort with her mattress. Our store manager, Sal L**, spoke with her and encouraged her to give herself some time to adjust to a firmer mattress; but, if she was still dissatisfied, she could contact the company (Emerald) regarding possible warranty for defect. We didn't hear from her again until January. Wanting to try and make her experience a positive one, [redacted] went out to her home to inspect the mattress; it was in the same condition as the other Emerald memory foam mattresses in our store. He did note that the mattress she tried out in the store may have been "broken in" a bit more because of customers "trying it out." He also told her husband that the mattress his wife purchased does not come with a comfort guarantee; brands with a comfort guarantee cost around $4,800.00. He again suggested they contact the manufacturer to see if they could help.We are attaching e-mail correspondence between [redacted] and Ms. [redacted], as well as a copy of our e-mail to our manufacture representative. Unfortunately, since Ms. [redacted] made her purchase through a finance company, we cannot provide her with a refund; she has to work with the finance company to return the merchandise and receive her money back.We hope this information suffices to show that we acted in good faith regarding trying to assist Ms. [redacted] with her complaint.Sincerely,Steve T[redacted], OwnerSteve Tucker Superstore [redacted]Please see attached[redacted]