Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Legacy Luxury Firm mattress on 1/9/23 and about 3 months after having it, there was a depression that was developing in the middle, the kind that happens after having a mattress for years and years. On the receipt there is listed a 120 day exchange guarantee. I called on May 4th, within that 120 time period to find a simple resolution. ***** said I had to go through the manufacture. They came out and inspected and indeed there was a 1 inch depression, but they said they won't replace until it's one and a half inches. I was told by them and ***** that the reason that this happened is because there is not middle support bar on my medal frame. ***** said he wouldn't replace the mattress because he didn't want to lose money, even though its in writing and the right thing to do. Because the $1500 mattress has sturdy coils and the box spring is in good condition that would last **** years it shouldn't go bad after a few months. He said my frame must be 15 years old because they don't even make them without the bar anymore. That was an excuse and a lie. The place he gets his frames from sells them without the bar! When I told him, he made another excuse that they only sold them for twin ****. Another excuse, because they sell them to fit queen **** like mine, so this metal bar theory is obviously not the reason. My back is hurting and stiff every morning since the mattress started to fail and I have a doctors appointment on Friday, May 26th because of it. He came over himself on Wednesday, May 17th to look at it and take pictures and said he would call me back the next day, but more lies because he has yet to call at all. All I want is for him to be an honest businessman and honor his guarantee and replace the mattress. I deserve to get a good nights sleep, without pain and suffering, on a product that should last for years.

  Business response

  06/07/2023

  Hi *******

  I'm responding to the complaint of customer ********************

  I am the owner of Jared's Mattress. I do offer a 120 day comfort guarantee

  if you are not satisfied with the comfort of your mattress. The customer can exchange to a different ********************** of equal or greater value.

  Customer ******************* called me about 4 months after his purchase and said the mattress

  was bothering his back. He said he wanted to exchange to the same mattress he already has.

  I told him if it's a comfort issue you need to exchange for a different mattress, but he said he wanted the same mattress that he has but a new one. I told him it is not a comfort issue, so I had an independent inspector go to his home to inspect the mattress. The mattress was inspected and found not to be under the manufacturer's warranty not to replace the mattress. It had a normal body impression and was not damaged. 

  **** visited the store and said he would write bad reviews and get a lawyer involved if I didn't get him a new mattress. He doesn't seem to understand the store policies that if it's a comfort issue you need to change to a different mattress. After all this I'm still going above and beyond my store policies to exchange the mattress out for *******************. I called him yesterday and said I will change the mattress out. 

  Thank you

  *********************

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