Complaints

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/6/2023 The listed business completed a warranty mattress exchange on a ****** and ****** mattress which was purchased in June/ 2019 for $3099.99 and delivered on 6/28/2019. The mattress met the criteria for the exchange. We selected an a ****************** Firm. We assured by the salesman that we would be eligible for a comfort exchange. I was charged $150.00 as advised by the salesman it was for the warranty exchange. The mattress was delivered on Saturday 9/9/2023(it should be noted the the drivers had a difficult time removing the plastic which wrapped the mattress pulling on it quite violently) leaving my home once they placed the mattress on the base.We slept on the mattress that night, waking up with severe back pain. 9/11/2023 We made contact with the salesman ****** stating we would have to exchange the mattress due to back pain. He stated no exchange was available on that mattress. He was reminded of our conversation on 9/6, advising he was paid $150.00 for the warranty exchange. Once he was challenged the the accuracy his statements he would see what he could do. a couple days had passed ****** contacted me advising Bed would would exchange the mattress. He requested that I look at two mattress at the clearwater store. ****** was contacted I advised we would take the ***** and ******** ****** mattress Delivery was on 9/20/2023. The deliver arrived, I was advised by the driver no exchange would take place because the warranty tag was missing on my mattress. He was advised it was delivered that way. I contacted ******, he called the warehouse who stated that he could not make the exchange. They were advised it was delivered to me without the tag. I was advised I owned the mattress nothing could be done . I would like them to honor their agreement and replace the mattress. The drivers struggled to get the plastic off of the mattress, that's when the tag was ripped off.

  Business response

  10/12/2023

  We have worked with this customer for a warranty exchange. He received the new mattresses which was too firm for him.  We were willing to swap him to a softer mattress, however when the drivers arrived the firm mattress that he had did not have the law tag attached to the mattress.  We are unable to process and warranty or comfort exchange unless the law tag is attached. So at this point we are unable to assist the customer. 

  Customer response

  10/13/2023

   
  Complaint: 20664147
  
  I am rejecting this response because:
  Bed Pro Mattress delivered the mattress to me without the warranty tag on 9/9 2023 which I was unaware of until 9/20/22023 when the driver pulled the mattress up.  On 9/12/2023 I went back to Bed Pro Mattress advising we would like to exchange the mattress. Once the exchange was approved I was advised that the replacement mattress could not be delivered until 9/20/2023. I did not sleep on the mattress or remove it from the bed frame, nor did I remove the warranty tag, it was delivered to me in that condition, or was ripped off during the installation, when the drivers struggled to remove the plastic cover, which became stuck and was forcibly pulled from the mattress.  I do believe I am *********** the exchange as agreed upon by Bed Pro Mattress.  I believe the fault lies with the ware house and the delivery personnel.
  Sincerely,
  
  *****************************

  Business response

  10/21/2023

  Please contact me at ************ and we will exchange the mattress out. 

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

  Customer response

  10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The new mattress will be delivered on 10/27/2023
  Sincerely,
  
  *****************************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, July 2, 2022 I purchased a ******* and ****** mattress from BedPros *******. Total price $3480.00. The mattress was delivered to my residence on July 4, 2022. After a while I started having severe backaches and discomfort. The pain and discomfort never seem to have gone away and as a result I contacted ***** at the ******* store, on October 28, 2022 and advised him of the problems I was having. I was told to take photographs and send to him which I did the same dates. After confirming he received them I was told he would get back to me within three days. After not hearing back I contacted him on November 8, ************************************************************************************************* he would get back to me regarding the replacement within five days. Still after not hearing from him within that timeframe I went to the store on Thursday, November 17 at approximately 2:20 P.M and met *****, who assured me that a new mattress would be delivered to my residence on Saturday, November 26, 2022. After remaining at my residence the entire day waiting for the delivery it never materialized. I then contacted them via their website and was contacted by them on November 28, 2022 requesting 3 photos of the mattress from at least 3 angles and not in video format as the manufacturer had declined my claim. On December 1, 2022 at **** hrs. I again forwarded the request that photograph to them. Again on December 15 I sent an email to them requesting a resolution. As I stated my back problems has not improved and appears to have worsened. It is incredulous that I have yet been able to get any acknowledgment or resolution to my concerns. I feel as though they have been given ample time to contact me. In the meantime I did contacts ******, the manufacturer, who told me without a claim number they would be unable to provide me with any information but did suggest I recontact BedPros.

  Business response

  01/11/2023

  Hi

  The customer did not inform us that he was unhappy with the mattress until after the 90 day warranty period had expired. The customer insisted that there was something wrong with the mattress. We gave him a warranty pack to be filled out. Pictures are required. The pictures taken did not follow the instruction. Customer was told to retake pictures. Customer would not. We sent the packet to Sealy for approval and the warranty was denied. The customer retook the pictures and was resent in for warranty approval. The pictures did not show a warranty defect. We asked our Sealy rep for a favor to approve this warranty for the customer and they did. ***** the store manager has left messages on the customers phone so we could arrange replacement. hopefully the customer will get a good night sleep now.
  

  Customer response

  01/11/2023

   
  Complaint: 18612380
  
  This response to your inquiry by the business in question is only about 10-15% correct. That being it was outside the 90 day warranty period. The other information provided by them is a complete fabrication on their part. Firstly, I was never provided a warranty packet to be filled out, only told to take photographs and email to *****. I emailed and sent those to *****. As stated in my initial complaint provided I never heard from Bedpros until contacting them via their website and subsequently received a response advising to retake the photos (3) and resend to them which I did, sending them on December 1,2022 at **** hours also copies to *************************************************,********************************** and also bcs to my office email . The email was received by me on the same date.Therefore there is absolutely no reason to believe it wasnt received by Bedpros ***************** far as the statement ***** the store manager has left messages on the customer phone so we can arrange a replacement ; I can assure you without a doubt that I have no messages on my telephone from ***** at ******* BedPros and a check of both my home and mobile numbers not only do they not have any such messages nor my Caller ID shows any such calls. So if that is what was conveyed to is factually untrue. Although yesterday Tuesday, January 10,2023 l did receive an email from ***********************, stating Hi ***** l dont see a link on the left to respond.As is my custom I generally memorialize most business related conversations. As much as I would like to say that there is a disconnect on the part of ***** and me, it certainly appears to me that ***** has purposefully distorted the facts of my complaint. Whereas I have absolutely no reason to so as a consumer. Lastly, my primary reason for shopping Bedpros is because one of my former employees referred them to me, although it was their **** ***** store. Honestly, and Integrity are all hallmarks of any successful venture.
  
  Sincerely,
  
  *********************************

  Customer response

  01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Last night I replied to Bedpros complaint I filed with the BBB. Instead of checking I would agree to their replacing my bed I inadvertently checked I did not agree to their response. But I would like for my verbiage to remain in the body of my response.

                        

  
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩