The Mattress Store

Mrs*** purchased a new full inspirations firm mattress and foundation on 07/03/She then called on 07/05/and stated that the mattress that was delivered was not firm so an inspection was set up for 07/08/On 07/08/an inspection was done on the mattress in Mrs***'s home
and the mattress that was originally delivered was the correct mattressI have attached pictures taken at the time of the inspectionOne picture is of the manufactures law tag showing the original mattress that was delivered was the Inspirations firm which is the mattress Mrs*** selected in the storeThe second picture is the tag on the side of the bed showing the comfort level of the mattress and it shows firmThe Mattress Store still allowed Mrs*** to exchange the mattressAnother mattress the inspirations firm was ordered for Mrs*** and delivered 07/20/Also attached are all the signed invoices and inspection sheet for Mrs***The Mattress Store offered Mrs*** to come into the store and reselect a different mattress even though we only allow one comfort swap

Attached is the following signed invoicesAs you can see it clearly states there are no refunds on merchandise and it has been signedThere are two different invoices since customer did use two different financing companiesWe are definitely more than willing to help Mr and Mrs *** with other
options if the mattress purchased is not working for themOur comfort guarantee is valid for the first days but we would love to resolve this issue to help satisfy the customerYou can reach me or Mr *** at any time ###-###-####Please let me know if you may have any questions or concerns. Thank you The Mattress Store CorpVictor P***

Thank you for the response ***I know this customer, as We have dealt with her concerns beforeCustomer purchased a mattress and chose the pillow top, which is the softest comfort level when it comes to mattressesWe follow Simmons strict guidelines in regards to swapping a mattress, which is
daysThis is plenty of time to get a true feel for a Matress and to make a decision to keep or exchangeMs*** was delivered on November 22,She contacted us months later wishing to exchange her mattress, which is days beyond the given exchange periodWe do this due to hygiene and quality controlThis was the first issue in denying her exchangeThe second, and main issue, was that we no longer carry Simmons products and are no longer an authorized dealer of theirsWe are not to handle any of their warranty claims or exchanges, as is outlined in their agreement with usAll customers must contact Simmons directly in all these mattersSo this is why our hands were tiedFor one, she went way past the allotted time, and secondly we are no longer a Simmons dealerSimmons will be glad to exchange her mattress so long as their is a warranty defect with her mattressOur exchange policy is outlined on every customers receipt, including Ms ***sI offered her the option to purchase a new mattress at our personal cost if she decided not to go through Simmons processWhich she has not decided to doI apologize that we cannot address her needs, as she has gone past the timetableThank you for contacting me in regards to this matterIf I can be of any more assistance please don't hesitate to contact me Robert C***The Mattress Store

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me
Regards,
*** ***

On 2/5/2017 customer [redacted] purchased a mattress from The Mattress Store. The mattress purchased was a full size inspirations firm mattress only. The Mattress Store does not make custom size mattress's. All the mattress's from the manufacturer are true to size all twins, fulls, queen,...

kings are the same measurements are the same regardless of the model. The customer was never told we could order a special size bed. I James P[redacted] District Manager  do all the ordering for The Mattress Store and none of our manufacture's make custom size beds. We allowed the customer to exchange the mattress they purchased several time which is not normal. Company policy states customer get a comfort exchange and that there are no refunds it is at the bottom of every invoice.

I realized the complaint is filed under repair and it should be under refund.