Tupelo Ron's Best Mattress & Furniture

Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
Initially Ms. contacted me to let me know that she was not happy with the mattress. I explained to her that all she needed to do was to come in and choose a different mattress because I did not have the exact mattress in stock that she originally picked out. This is the only contact I have had with her. To my knowledge I have had no contact with Ms. concerning a refund of her mattress.

Unfortunately, it does appear that Ms. did receive a damaged mattress which could have been dragged from front of delivering trailer to the back of the delivering trailer during our receiving it. It is also unfortunate that our delivery personnel did not find these stains at the time of delivery. If so, this situation would have been avoided completely. Evidently by this mattress being delivered without prior inspection, Ms. did not receive the mattress that we intended her to receive. Even so, we here at Best Mattress & More strive to support our customers in every way possible. Naturally, the one-year manufacturer's warranty on the remaining items that she purchased will remain in effect.

We, at Best Mattress & More, do not sell used Mattresses. And, I know of no immediate scenario whereby she could have been given one.
As the manager of Best Mattress & More, I sincerely apologize for this inconvenience and I will personally process a refund of the mattress portion of her invoice plus applicable tax at once.

This is in reply to Case#85079308 -***.

I will start by saying I apologize for the delay in my reply, as we didn't receive the first notice sent to us. Since that time, we've had to wait on vendor information and I've been involved, which is not my normal tasks to handle customer service; therefore, I was starting at square one with details. I have looked over the information and it appears after *** (sales mgr) submitted information to the vendor, ***, it was early April he received an answer of customer may receive 25% credit for her damages. He was under the impression customer wanted to reselect at that time, since customer was experiencing issues with her merchandise. ***, a sales associate no longer with us, spoke to customer in that time frame as well, and unsure why that took place because he was new at the time and doesn't handle our customer service issues. *** had been under the impression the furniture must be surrendered upon delivery of the reselected furniture- only because this was our standard procedure required by ***. *** is not a crook, but simply had never handled a "partial credit" claim with this vendor, so he had no idea they wouldn't ask for the merchandise to be picked up. After the customer contacted *** herself, *** spoke to the customer service rep he'd always turned any claims into- and he was then informed if it was indeed only a "partial credit" the customer is claiming - then they would NOT require the merchandise be picked up.

*However, *** does NOT issue a check to us, or to the customer. *** only allows a merchandise credit, which would normally apply toward the reselected purchase order. That would be the reason *** told Ms *** she couldn't get a cash refund. He was going by exactly what *** offered us - merchandise credit, not a refund.

I wish to resolve this matter because due to the confusion on everyone's part, it has remained ongoing longer than necessary. Part of that is due to the time waiting to hear back from the vendor on how to handle this, and first confirming they received the information necessary to issue a merchandise credit as told. As of today, 6/1/18, I have received the confirmation of this credit to our vendor account, and we will in turn, issue a refund check in the amount of $431.59 to Ms. ***, for the credit quoted by *** for reselection of merchandise. Again, *** is not a crook but simply misunderstood how this partial credit process worked with *** because he's never handled one in the past. The customer would have been able to select anything in the store as well, it didn't have to be a *** product - another misunderstanding due to lack of experience with partial credits.

I have left a message for the customer at the number we have on file, and asked her to return my call so I can explain the issue. In order to close this service claim due to all the confusion, and to accommodate the customer - I will be refunding Ms. a check in the amount of $431.59. I will also advise her that this service claim is closed and since the partial credit has been resolved, the merchandise involved may remain hers.

We do seek to find an amicable solution for both the customer and ourselves when dealing with any customer service issue. This specific case with the vendor was indeed a different situation than those in the past, but I believe we could have handled things differently by better communication with the vendor earlier on in the process, rather than in April. *** is a great person to work with and the customers do like him - I'm afraid his lack of information made Ms. believe he was being a "crook", or misleading her, but that is not true. He simply was not experienced in handling the partial credit procedures by *** before now.

Thank you,
***
Office Manager- TFO, LLC dba
BEST Mattress & More