ComplaintsforMattress By Appointment

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a mattress on 1/13/222. The owner offered a discount to pay cash, but didn't tell me that I would not get a warranty or receipt if I paid cash. I was charged $1,700. The mattress is coming apart at the seam. I called two days later and asked for a refund and to have them take the mattress back. They said all sales are final which is not true in FL. They gave me $200 back which I took because they told me it was that or I could pay more for a warranty, but it would take months to file and then the company wouldn't believe my claim. They tried to say I put the rip in the mattress by either moving it (I am 100 lbs and it's a king mattress and then said I must have sat on it with a pen in my pocket. I do not want this mattress. I want a refund.

  Business response

  03/09/2022

  Business Response /* (1000, 8, 2022/01/31) */ 1. We met customer on Thursday, Jan. 13 a little before 12:30pm 2. We have a variety of different styles, feels and prices of King Mattress Sets available(Boxsprings included,2) 3. Customer tested them all out and narrowed it down to one set, customer left and said she had other places to look. 4. Customer called back and told us she would like to purchase after approval from her husband 5. Within one hour we delivered to customer. 6. Saturday 8:25am received a text with pictures attached 7. Called customer at 9:15am and spoke with her about concerns 8. Spoke with customer at 11:40am and presented customer the option of a warranty claim on the mattress(all our mattresses have Factory warranties and are provided with NO additional cost), the warranty would allow replace/exchange for new mattress)or we would be happy to give customer a $200 dollar credit 9. Customer choose the $200 credit and picked it up at the shop at 1pm (Saturday, same morning of initial call) 10. Customer Left the shop with parting words of disparagement with a customer/neighbor outside our shop and has continued to use every outlet possible to make false statements and reviews on all platforms of social media. We also would like to make note that in our store we do have a sign stating "All sales are final" we have also attached the pictures the customer sent to us in regards to the damage on the mattress for your review We have attached the pictures of the mattress the customer sent to us for your review. Consumer Response /* (3000, 10, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The mattress was not delivered in an hour, but that is not part of my complaint. If the mattress comes with a warranty for free then why was I offered $200? I was offered $200 OR a warranty and was told that if I selected the warranty there would be no way to prove I didn't put the hole in the mattress and because of that I would not get a new mattress. The mattress is damaged I want to return it for a refund. I will continue to tell people the truth about this business on social media, google, etc. If you want to rectify the situation then I will tell the truth about that as well. Business Response /* (4000, 12, 2022/02/01) */ Customer picked out her mattress and received her mattress. Every customer has the right to inspect mattress for any damage that may have existed prior to delivery. Customer called 2 days later to inform us that there was a hole in the mattress and wanted a refund. She was informed that "All sales are final" however, outside of receiving a refund we offered her 2 solutions. The 1st solution was we would offer her a $200 refund if she kept the current mattress as compensation for the damage which she could stop by the store and collect OR The 2nd solution would require a little more time to execute which would be a warranty claim which takes a bit more time to submit it to the factory for approval and that I felt it would be approved. Customer chose to take the $200 refund. She stopped by the store and collected her $200 at which point we closed the order. Since this time, through her numerous texts and verbal contact with customers as well as social media, customer continues to disparage and harass our company and she will continue to harass and disparage the company by her own admission to us privately as well as in this forum. We will continue to stand by our original conflict resolution. If customer would like to change her decision on accepting the $200 refund we would be more than happy to reverse and recollect the $200 refund and execute on the warranty claim and replace the original mattress she purchased with a brand new one. We do not charge, nor have we ever charged customers extra monies for warranty claims or warranties so this does not come at a cost to the customer. We will await your final response. Thank You. Consumer Response /* (4200, 14, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like this claim to go through the warranty that I supposedly have. Mike told me he would not give me a have a warranty or receipt since I paid cash. If you're saying I have a warranty I want one along with a receipt. I'll go through the appropriate channels to get this handled. I'm not refunding the $200. I was told that it was either take the $200 OR have a warranty. I then was told if I was to take the warranty it would take a few months to get a warranty and at that point and I quote "It's a he said she said so this won't be replaced".

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