ComplaintsforR Mattress

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/9/2021, I purchased a queen size Aireloom mattress. I was told the mattress would work with an adjustable bed frame. Upon receipt of the mattress, I called Aireloom to confirm this information. This is not a cheap mattress; it cost ******* Within 6 months the mattress started to lose its firmness, it became lumpy, and not suitable for sleep. I contacted the owner of the store (****), and gave him a detailed memo with my complaints. On 10/18/2021 an inspection was done, but it was not about my complaints. It was done for a sagging mattress. In my opinion, this mattress is not suitable for an adjustable bed frame, and I expressed my opinion. For several months, I sent many emails, and went by the store, but the owner refused to do anything. My Caregiver always accompanied me, and can confirm my complaints. The owner's final position was, if I could get Aireloom to reimburse him, only then would he possibly work something out with me. I also filed a complaint on 2 occasions with Aireloom, but they have never responded. I simply want to return the mattress and receive a refund. Because of the attitude of the owner of the store, I do not want to have any further dealings with him.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/03/21) */ ************ purchased a mattress 02-09-2021 and got it delivered 2-19-2021 The owner of the store had the Mattress inspected 10-18-2021 at 9:00am by a third party professional inspection company and results came back that the mattress has no manufacturing defects. Her mattress has a 10 Year warranty from the manufacturer and they would replace it if there were anything wrong with her mattress. We contacted the Manufacturer and they are willing to replace her mattress if it has a defect. Attachment 1 Original Invoice Attachment 2 Premier Inspections Services Report stating No Manufacturing Defect Please do not hesitate to contact me if any questions you might have. Sincerely, ***** ******* President RMattress Business Response /* (-10, 6, 2022/03/21) */ Business supplied email: ******************* Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 8, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not think the mattress has a defect. It is my belief this mattress does not work with an adjustable bed frame. The mattress has been covered with a mattress cover, and is in perfect condition. I would like the mattress to be picked up, and I receive a refund. Business Response /* (4000, 10, 2022/04/12) */ I am glad to hear that she agrees that the mattress has no defects. Aireloom sells their mattresses all the time with adjustable bases and we never had issues with it. If customer thinks this mattress does not work with adjustable base than she needs to take that up with the Factory who sells these mattresses all the time for many many years with adjustable bases. Please do to hesitate to reach out if there is anything we can do for you? Consumer Response /* (4200, 12, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may say I don't think the mattress is defective, but I am not an expert, and that does not change what has happened to me. After about 6 months the mattress started to feel lumpy, and losing its firmness. My Caregiver who makes my bed every day, agrees with my assessment. My complaints were completely ignored, and the inspection was not done for my complaints, but rather for something else. Neither RL Mattress nor ********** & Company will take responsibility. If I am an unhappy customer, and can no longer sleep on the mattress, then my complaints should have been addressed immediately. RL Mattress did nothing after my initial contact with them, and ********** was closing the matter, after their inspection. It was only after that, when I sent an additional email pointing out my specific complaints again, that ********** offered to have a second inspection. The timing was simply far too late, because by then, I had to purchase a new mattress, and properly store the Aireloom mattress, waiting to resolve this matter. ***** from R Mattress was in contact, but he has quite a few incorrect facts, and assumptions. I am facing 2 large companies, who I believe are bullying me, and passing the "buck" to each other, rather than trying to settle this, and it has been over a year. The bottom line is, I could no longer sleep on the mattress, because of how it changed for me, and why they both have drug this out for so long really baffles me.

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