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Mahbood of Sterling VA (01/08/08)
On November 5, 2007, I purchased mattress and bed/bed frame from Mattress Discounters. I had financed the purchase through Wells Fargo. The bed itself came out to 500.00 before tax. A delivery date of November 11, 2007 was set. On the delivery date I received a call from the sales person that the delivery would be delayed because the bed was special ordered. I agreed to a delivery date on a later date. Again, there was another excuse for the bed not being delivered. On multiple dates (11/13, 12/15, 12/17) I was assured that the bed was either in transit or being processed. Finally, on 12/29, I was informed by the sales person that in fact, they do not carry that bed anymore. When asked about refund, I was told that the sales person was not able to help me out with that matter and someone else would assist me with that matter. Again, nothing was heard from either the company or representatives. I decided to contact the company office and deal with customer service. The customer service representative informed me that he will not be able to assist me and that I should speak with a Mr. Sean Ahern instead. Three messages were left on his answering machine and no reply.
Economic damages that resulted from me doing business with the mentioned company is that now I owe 500.00 to the financial institution for a product that was never delivered to me.
The company responds:
In response to Mahbood from Sterling: The consumer purchased a mattress, boxspring and full bed (headboard, footboard, and rails). The mattress and boxspring were delivered on 11/13/07. Unfortunately, the actual bed was back ordered then discontinued. The customer has since reselected and is being delivered on January 15th.
Melissa Jones,
Customer Service Manager
John of Easton, MD December 26, 2007
John of Easton MD (12/26/07)
On Tuesday, 11-20-07, my wife and I purchased a mattress with a delivery date of Saturday, 11-24-07. The delivery was supposed to happen between 9 am and noon. Noon came and went without a delivery or a phone call. My wife missed two appointments because she was waiting for a call. We both spoke with John at the store, and he said he would call the warehouse and call us back. He never called us, which resulted in us having to call him back. The mattress was never delivered so I called John to indicate I was unhappy and would be asking for a refund. He said he would try to compensate me for the issue and would call me back. He did not call me back, so I called him early the following week. John indicated he did not call back because he wanted to see if the delivery happened. That infuriated me since we already discussed the delivery not happening late Saturday evening. He said the delivery truck was not in service, and the delivery could not happen. At that point, John indicated he had spoken with his DM, Kevin Keller, who authorized a 10% discount. I agreed to the 10% refund and John asked for my credit card number for the refund. I was driving so we worked it out to do the refund once the mattress was delivered, which was scheduled for Saturday, 12-1-07. The mattress was delivered on time, and the delivery agents were professional.
On 12-2-07, my wife made a trip to the store to provide John with the credit card number for the refund. John denied the refund and said he did not have the refund authorized. I followed up with John by phone and relayed my frustrations. I am also in retail and want to keep business in the local community, but this experience had made it very compelling to shop online. I am significantly unhappy with this service and feel I have been defrauded. John promised a price, but now that the delivery has happened he recanted. I contacted Johns DM, Kevin, but only by voicemail. Because of my work schedule, I missed his calls, and never was able to reach him on his cellular phone. On two occasions, Kevin left his cellular phone with another party who only indicated they were carrying his phone and could not help me. I stopped by the store location again on 12-24-07, and spoke with John. He indicated he could not give me a refund since he suspected his DM was taking care of it. I asked he call to validate it, but he refused. Their lies continued. I strongly do not recommend doing business with Mattress Warehouse. We are still owed money.
The company responds:
The consumer's refund was issued on 12/26/07.
Melissa Jones, Customer Service Manager Mary of Fallston, MD December 20, 2007
Mary of Fallston MD (12/20/07)
My husband and I are in our 70s, both of average build, and we are not overweight. We have no children living in our home, and we have no pets. We keep all appropriate covers/sheets on the bed and perform no gymnastics on its surface. The product has endured no level of abuse beyond the normal sleeping habits of two 70 year-olds, and we have followed the care and warranty instructions to the letter. The mattress from Mattress Warehouse is failing, and its upholstering is coming apart--yet we have attained no level of satisfaction from the dealer or Simmons Warranty. According to the warranty inspector, it isn't sagging enough to qualify for any compensation, and the upholstery is not covered at all.
Even if the warranty does not technically cover upholstery, in the spirit of ethical business practices I believe they should consider the following: 1. It is less than 9 months old, obviously not abused, yet the frame is protruding through the fabric at the corner in two places. 2. The fabric is splitting in an area that doesn't even sustain repetitive contact. 3. The mattress itself is already sagging as thought it were much older.
The dealer, Mattress Warehouse in Bel Air, Maryland, was downright rude when I spoke with them about our problem saying it wasn't their problem, and what I did was up to me. A very personable Simmons Warranty representative did come to our home and her first words were, "Oh, I see your problem." Unfortunately, I did not see what she wrote in her report, and I did not get a copy from her. Apparently she either didn't write about what she actually saw or taking care of a customer wasn't considered important by Simmons. At the time of her visit, she seemed more concerned about hurrying up to get to a family gathering in Pennsylvania than about evaluating the condition of our mattress. All I am asking is that the mattress either be repaired free of charge or replaced. This was a 1,700 purchase and it should not be falling apart in 9 months.
The company responds:
Mattress Warehouse is upholding the manufacturer's warranty. The warranty does not cover stitching or the cover. The customer's bed has normal body impressions and is not saggging. A mattress is considered to sag when body impressions measure more than 1 1/2".
The consumer appealed our decision directly with Simmons Bedding Company. Simmons sent their own representatives to examine the mattress but found her mattress met all manufacturer specifications.
Mattress Warehouse must abide by the warranty guidelines set up by the manufacturer.
Melissa Jones, Customer Service Manager Jim of Mifflinville, PA December 10, 2007
Jim of Mifflinville PA (12/10/07)
We purchased a Cal King Simmons (1300.00) mattress. Six weeks later we had deep holes where we slept. We finally reported it 1-1/2 yrs later. They sent an inspector who confirmed the pillowtop had fallen apart. Since we didn't want the same mattress, we returned to the store and picked out a different Simmons mattress. We upgraded to a better matress and downsized to a king. We purchase a new king size bed frame. Six weeks later the same problem. They sent a different inspector this time. He reported a 1-1/4 depession on one side and a 1-1/8 depression on the other, in just six weeks. He also reported the mattress side was broken down. The top edge of the matress hung out 1-1/2 over the bottom edge. A few weeks later we received a letter form Mattress Warehouse that our claim was denied. You need a 1-1/2 depression to get a replacement. I called the home office five days in a row 5 weeks ago and left messages at four different extentions. To this day I have had no call backs. The store manager says he can not do a thing until he gets approval from the home office. We now have 2000.00 in a mattress that is killing our backs due to NO support. I want my money back!
We have constant back pain due to a poor mattress. We are out 2000.00. That's my money and they will not refund it.
The company responds:
Mattress Warehouse takes every complaint seriously, and even uses an independent testing service to determine potential warranty defects in every mattress within question. If a product is deemed defective under its warranty, the product is replaced per the warranty guidelines put forth by the manufacturer. Mattress Warehouse makes every attempt at customer satisfaction.
Melissa Jones, Customer Service Manager Jackie of State College, PA November 16, 2007
Jackie of State College PA (11/16/07)
Ordered mattress 10/24/07. Salesperson ordered wrong size mattress - discovered when delivered. Sent mattress back. No delivery on next delivery date because the distribution centre didn't have room on the truck for all the merchandise going to State College store. Hmmm. Thought I'd be a priority since the salesperson screwed up. No delivery on following delivery date because the distribution centre didn't have room for all merchandise coming to State College - again. It's been 3 weeks now that they have my money and still no mattress. The salesperson doesn't get any support from the district manager in getting the merchandise to the customer. I guess they are supposed to sell as many mattresses as they can but the company doesn't provide the followup to deliver. I've had weekend guests with no mattress for them to sleep on. Having son home from college for 10 days and no mattress for him to sleep on. Barbara of Wilmington, DE November 5, 2007
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