Complaints

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a mattress at Kimbrell's Furniture of Jacksonville, NC on March 18, 2021. I purchased it because we own a beach house with weekly rentals, and was told it had a 10 year warranty. It was defective, and they replaced it in July of 2021. I called them in October, as the 2nd mattress did not have the same feel as the display. It caused a lot of discomfort and also had a bad squeeking noise every time you moved. They put a claim into the warranty company, and a tech came out and inspected it on October 28, 2021. I was there when he did, and he stated it was too firm and did make noise. According to Kimbrell's, the report did not state this, but I never saw the report. I continued to try and get the mattress replaced, as it is supposed to have a 10 year warranty. ****, the store manager, said it cost them $75 dollars to place another request with the warranty company. She was going to look into it and get back to me, but never did. I started getting complaints from my weekly renters on their review of our home. I emailed **** with the review on June 10, 2022. She called me and said there was nothing more she could do. I contacted their corporate office on that same day, and filed a complaint. I was told I would receive a call from the area manager within 24 hours. After 5 days and no call, I called back on June 15, 2022 & was told they would notify he or she again. I had to call again on June 24th & 29th, as I still had not heard from anyone. To this day, still nothing. I am continuing to get complaints on the mattress, but nothing is being done. This mattress came with a 1 0 year warranty and should be covered under such. At this point, I would prefer to return it for a refund, as I don't trust the manufacturer of this mattress to make a good product. It is very poor of the store to sell you something and then not stand by what they say! I have attached the receipt, along with my notes of all the dates and people I spoke to.

  Business response

  07/28/2022

  Thank you for allowing us the opportunity to respond to Ms. ******** complaint.
  
  On March 18, 2021, Ms. ****** purchased a Kingsdown queen mattress for $588. The manufacturer does extend a 10-year warranty for defective material or workmanship. On July 3, 2021, Ms. ****** complained about the mattress and Kimbrell’s replaced it, with no questions asked.

  In October 2021, she lodged another complaint that the replacement did not have the same “feel” as the original one. Kimbrell’s contracted with **** ********* Repair (FFR) to service the issue. The technician’s report, dated October 28, 2021, indicated there were no coverable issues that warranted a replacement. Comfort is not covered under the warranty. A copy of the FFR report with Ms. ******** signature is attached. It was not until June 10, 2022, (almost 8 months later) after her weekly renters complained about the mattress, that Ms. ****** lodged another complaint.
  

  It is obvious Ms. ****** or her renters are not happy with the performance of this particular mattress. Replacing the same mattress again will not fix the problem. Therefore, we have offered Ms. ****** a discount toward the purchase of a premium mattress from a different manufacturer that may appeal more to her feel and comfort. She can contact the store manager at the Jacksonville, NC location to view the selection.

  Business response

  08/11/2022

  The store manager in Jacksonville has contacted Ms. ****** on Wednesday. She is planning to come to the store to look at other mattress options. I will keep you posted on what she decides to do to resolve the matter.

  Thanks,

  *** ********

  Customer response

  08/12/2022

  
  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. I went to the store on August 10th and did the exchange on the mattress. Thanks for all your help in this matter!

  Sincerely,
  
  Melony ******

*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. ↩