Symbol Mattress Company

In regards to [redacted] *** BB Case # [redacted] The two mattress in question are a [redacted] purchased in January 2014, and a [redacted] purchased in - they were not purchased together as the complaint states As the manufacturer, our retail partners are authorized to handle warranty claims directly with the consumer The first we had heard of [redacted] complaints was when she called our office on December 17thAt that point her message was forwarded to the account manager for [redacted] *** The account manager contacted [redacted] and authorized two RGA's for the mattresses in question [redacted] is working with this consumer on exchanging the products in question.Our limited warranty policy is shipped with every mattress and box spring we manufacture as well as listed on our website [redacted] Thanks for contacting Symbol Mattress.Thanks, [redacted] Symbol MattressNational Sales ManagerOFFICE [redacted] FAX [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]The Symbol Mattress company and *** *** *** are passing the gavel neither company are standing by their product or warranty
Regards,*** ***

In regards to [redacted] BB Case #[redacted]The two mattress in question are a [redacted] purchased in January 2014, and a [redacted] purchased in 2012 - they were not purchased together as the complaint states.  As the manufacturer, our retail partners are...

authorized to handle warranty claims directly with the consumer.  The first we had heard of [redacted] complaints was when she called our office on December 17th. At that point her message was forwarded to the account manager for [redacted].  The account manager contacted [redacted] and authorized two RGA's for the mattresses in question. [redacted] is working with this consumer on exchanging the products in question.Our limited warranty policy is shipped with every mattress and box spring we manufacture as well as listed on our website [redacted]Thanks for contacting Symbol Mattress.Thanks,[redacted]                                    Symbol MattressNational Sales ManagerOFFICE [redacted]  FAX [redacted]

Review: I purchased two sets of mattresses from [redacted] around or about December of 2013. The maker of the mattresses is Symbol Mattress. I started seeing deterioration in the mattresses within 6 months of usage and I notified [redacted] and in the last 3 months I have spoken to several associates concerning this matter as follows [redacted] on 09/04/2014, [redacted] 09/ 16/2014, and [redacted] of Symbol Mattress on 12/17/2014 left a message and on 12/19/2014 left the second message. I have yet to hear back for any of the above mentioned persons.

As for the mattresses, the Queen size mattress a is sinking in the middle it is now past 2" in depth. The King mattress is advertised as a foam memory mattress it has a huge bubble in the center upper of the mattress that will not go away not to mention that my entire body has begun to ache all over( shoulders, back and hips). I have sent several sets of photos of both mattresses with high visibility of the defects of both mattresses to include pictures a ruler as I was told to do to show the sunken area for details and proof. I have not had any health issues until now, after sleeping on that mattress.Desired Settlement: I would prefer a store credit/refund or a better quality of mattresses than the ones I was sold.

Business

Response:

In regards to [redacted] BB Case #[redacted]The two mattress in question are a [redacted] purchased in January 2014, and a [redacted] purchased in 2012 - they were not purchased together as the complaint states. As the manufacturer, our retail partners are authorized to handle warranty claims directly with the consumer. The first we had heard of [redacted] complaints was when she called our office on December 17th. At that point her message was forwarded to the account manager for [redacted]. The account manager contacted [redacted] and authorized two RGA's for the mattresses in question. [redacted] is working with this consumer on exchanging the products in question.Our limited warranty policy is shipped with every mattress and box spring we manufacture as well as listed on our website [redacted]Thanks for contacting Symbol Mattress.Thanks,[redacted] Symbol MattressNational Sales ManagerOFFICE [redacted] FAX [redacted]

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]The Symbol Mattress company and [redacted] are passing the gavel neither company are standing by their product or warranty.

Regards,

Review: I purchased a symbol mattress from [redacted] Furniture on 2/11/2015, The mattress and box springs was in plastic and delivered on 02/16/2015. The plastic was removed and both mattress and box spring placed on my queen frame. I noticed movement in the mattress, actually lying on it one can tell something is living in the mattress. I contacted the Furniture store, The manager stated he could not replace the mattress without approval from symbol mattress. I had an exterminator examine the mattress set and he vouched for the movement and there are no entry areas. The mattress is completely seamed and closed. When I contacted symbol mattress for the warranty department, I have been getting the run around or placed on someone's voice mail. I know there is something in the mattress when I asked could possibly a mouse get inside during manufacturing, it was said it's possible. If I destroy the mattress trying to kill what is in it, my warranty is no good.Desired Settlement: I would like for symbol mattress to authorize [redacted] Furniture to pick up this mattress set and replace it immediately. Eventually, whatever is in this mattress will make its way out.

Business

Response:

I have spoken to [redacted] about her assertion that we manufactured a bed with an animal of any kind living in it, and why it is not possible for that to happen during the manufacturing process. I tried several times to explain that if the bed was shipped in the original sealed plastic bag and to this day is completely intact and has no holes that it is not possible that any animal could continue to live without food or water for 75+ days inside the mattress. [redacted] Furniture has agreed to take the mattress back with a restocking charge, we will bring [redacted] mattress back to our plant in VA for a complete tear down at a later date.

Business

Response:

Revdex.com spoke with the business. At this time the mentioned mattress has been returned to the shop. The business torn the mattress apart, while videotaping, and no sign of animal life was found. The store has the videotape of this.

Review: Bought three mattresses just a little a year ago. The king size and twin size mattresses have lost complete support on the lower third of the mattress. The full size is still ok. Tried to get warranty replacement but was turned down because the supervisor said "that the pictures didn't show any collapse when someone was sitting on it. Additionally, the periphery is all foam and there are no springs." Funny, the full size doesn't have the same issue. They will not send someone out to see for themselves because "their insurance doesn't allow it". We haven't even used these mattresses on a full time basis because it is in our second home. One of our friends when visiting, sat on the edge of the bed unwittingly and practically fell off when it collapsed to the box spring. Everything was bought as a set, clean as whistle. We purchased it from a company that was going out of business but the mattresses were ordered brand new, not off the floor. The warranty supervisor in so many words said that I tried to save money by buying from a store that was going out of business and that routinely it's the retailer that intervenes with warranty issues. When purchasing the product, I was told that the warranty would be handled directly with the manufacturer and I called to verify that at the time.

This companies customer service is an F-. They were looking for reasons not to exchange the defective product. At the end, I was told that if I wanted to pick up the replacement mattresses myself from Orlando, I was welcome to do it. What am I supposed to pick it with?? OVERALL, THIS IS A COMPANY WITH A BAD PRODUCT AND ONE THAT DOESN'T STAND BEHIND IT. I have had experiences with other mattress companies that honored their warranty.Desired Settlement: Either refund of the purchase price or a complete replacement with the same or better mattress.

Business

Response:

[redacted] did in fact file a claim for a defect on two mattresses, as was explained to [redacted] none of the pictures were able to show the defect he is describing. Unfortunately, the retail partner who sold [redacted] has indeed gone out of business as was advertised when [redacted] purchased his bedding. During my conversation with [redacted], I asked him what outcome would satisfy him - he wants the beds replaced and delivered to his home. That is not possible for many reasons that include our trucks do not deliver to residences as we do not sell direct to the public. Our warranty clearly reads:"Transportation/Freight Costs. It is the responsibility of the consumer to pay ALL transportation, freight, and/or shipping costs when returning defective product or picking up replacement product from an authorized Symbol Dealer. In the event the Authorized Symbol dealer is out of business, the consumer is responsible for picking up replacement product from the nearest designated pick up facility. "In this case our [redacted] facility is the closest facility for pick up.We have gone above and beyond in this matter, as we are willing to replace product that does not meet the criteria for a manufacturer's defect, unfortunately [redacted] is not willing to accept the terms of the Manufactures Limited Warranty even though they were in place and made available to him at the time of purchase.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

The customer reached out to Revdex.com indicating the mattress have been replaced and he feels that has been resolved.