Complaints

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Problem: Queen size Aria Firm Mattress sagging on sides less than 2 months old. Pictures attached.- The first communication with The Mattress Store regarding this issue was in middle of October. - The issue is still not resolved after over 2 months. - They are not taking this case seriously.- As the owner of a mattress store, they should know the importance of having a good mattress for so many reasons.- Purchase date: August 15, 2022 (receipt attached)- Delivery date: August 19, 2022 - Price for Mattress, Box spring and delivery: $****** - They informed me that they will exchange the mattress and I have the option to upgrade but will be responsible for paying the difference in price. I went to the store to explore the options available and selected the mattress I want. They are very slow with communication. Screen shot of email communication is attached. Again, they are not taking this matter seriously. - The staff are not authorized to deal with exchange or warranty issues. The owner(s) only deals with it. I tried calling the store so many times to speak with the owner but they were never at the store. Last time I called, the person answered the phone told me I am calling on the wrong days. Its the same person who keeps telling me to try calling back on certain days when the owner is expected to be at the store. I do call again on those days but I hear the same response that the owner is not at the store. I am not sure anymore if they are trying to run away from the issue.-Also, it is surprising that the owner(s) doesn't want their staff to handle such cases. This is making it more difficult to exchange the mattress.I have finally decided to file a complaint. It's now 3am and I haven't been able to sleep well for over 2 months. I need to get a new mattress. I hope BBB can help me with exchanging my mattress or get me a refund so I can buy a new mattress from a different store. Again, I am not sleeping well at night. Thank you for your time.

  Business response

  01/04/2023

  I'm writing you today in response to a letter I received for complaint ID ******** on December 28, 2022. Mr****** isaware that the mattress he purchased has amanufactures warranty andI have been in contact withhis cousin at first and thenhim secondly to resolve his issue. Per the manufacturer he was able to upgrade his mattress for only $21.73 to a model that would be better suited and hold up to beingsat on the edge. I had told him that he would need a mattressprotector going forwardas well since the mattress he was exchanging was turned red from his sheets.
  When we exchange a mattress, myself or my sister-in-taw must behereto double check that the mattress is sanitary for exchange. The manufacturer warrantystates that therecan not be any rips, stains, or tears as this will void the warranty.
  At no timehave I told or insinuated to Mr ****** that I would not help him exchange his mattress. I have included the emails for you to look at. His replacement was ordered Tuesday December 20 and is here now for exchange.
  
  
  If you have any questions, please do not hesitateto call me ** ************
  Ashley ****
  
  The Mattress Store
  

  Customer response

  02/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello Sara,
  
  Thank you for taking the time to help with my case.
  
  This is not my official response but I would like to discuss a few things with you. My apologies for the long email.
  
  A few comments for your record:
  
  1. Please see attached all the emails with Ashley and notice how long it takes to receive a response from her. The attached file includes the missing pages from the attachment in her first response.
  
  2. The first time I went to the store to follow-up in person, the only person at the store was Jana. She was also the one who sold me the mattress in August, her name on the receipt. Jana told me that she had never heard about this issue and that she doesn't have access to the emails. Only Ashley can access the emails and deal with these issues (never mentioned anything about sister-in-law).
  
  2. I went to the store on Dec. 8 to explore the options available, only Jana was at the store. I asked Jana to check if Sapphire Plush mattress is available in the store to avoid further delays with shipping the mattress. It was available in the store and I wanted to immediately arrange for the exchange. She told me that she can't deal with it and that I should email Ashley to let her know which mattress I want. Also, she did mention that Ashley must be in the store to inspect my mattress during the exchange. Of course, Ashley was not there. Again, never mentioned sister-in-law.
  
  3. Ashley mentioned that she had ordered the mattress on Dec. 20 in her first response to the BBB. Now she is saying that the mattress has been in the warehouse since Dec. 20. Please notice the way she responded in her last email on Dec. 28, it seems that she didn't want to deal with it.
  
  4. I chose a mattress of an equal value to the mattress I have purchased. Please see attached both Aria Firm (current mattress) and Sapphire Plush (new mattress) with prices. Ashley wants to charge me $21.73.
  
  5. Please notice that she didn't include the price of the mattress cover in her first response and didn't mention it at all in her second response. They sell it for $55. I took a picture for my reference (attached).
  
  6. Ashley is now acting like a victim. I don't believe she is a victim. It was hard for me to get a response and I am glad that BBB is helping with getting a response.
  
  In summary, I deserve a full refund after 4 months of sleeping on a bad mattress.
  
  I really want to try again and ask for a full refund.
  
  Please feel free to call me to further discuss over a call. You can reach me directly at 786-920-6875.
  
  Again, thank you for your time and help with this case.
  
  Sincerely,
  
  Alaa ******
  

   

   

  
  
  Sincerely,
  
  Alaa ******

*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. ↩