Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 2 mattresses from Mr. ********************** on 12/28/2021 totaling $2,252.80. One mattress, which costed $1599.00, was a air-packed mattress that needed to expand. I followed the procedures indicated and allowed the mattress to sit out for 4-5 days. After that, it still had not fully expanded. I contacted the store where I purchased the mattress by phone with no answer on 1/10/22 so I went into the store and spoke with *************************** who sold me the mattress. He said to email him pictures of the mattress and that he would start a warranty claim. I followed up on 1/22/22 and he emailed me back on 2/16/22 stating he just saw my email and would check back with me the following week. I emailed again on 3/3/22 with no further response and then again on 6/1/22, again with no response. I emailed the company owner ***************************** on 6/10/22 my concerns and issues and he called my by phone and stated that he would check on the issue and that a mattress should be received within a couple of weeks. He said on 6/30/22 that it was still on backorder and that he would let me know. I emailed yet again on 8/1/22 about the mattress to both **************** and ****************** and still no response. I went into the store again where I purchased on 10/7/22 and spoke with ***************** who works there and he took my information and said he would find out and get back with me. I went back in again on 11/19/22 and **** said they had to reorder it and he would call once it was received. I emailed again on 12/28/22 and have not had any response from the store or owners, considering it was exactly 1 year from the date of purchase. I finally called the location where ****************** works on 1/3/23 and the secretary who answered took my information and said she would have him call me back. I have photos of my mattress showing that it has not fully expanded and I do not believe that it takes over a year to receive a replacement. there is more than 2 inches on either end unexpanded-too expensive to let slide by.

  Business response

  01/11/2023

  We are working with ******************* and plan on having him a new mattress by the week of Jan15th. We have notified him and he is to be expecting a call from ** to schedule delivery.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a couch with power recliners from ******'s Home in Andalusia in July 2021. ******'s home is part of the Mr ******** corporation. When it was delivered the guys didn't disassemble it like they were supposed to and the back is broken on both ends. I have been trying to resolve this issue and have it repaired through the warranty. The first guy they sent told me it was probably broken during delivery. Now they tell me another guy has to evaluate it before they can contact the manufacturer, but he won't call to set up the evaluation.

  Business response

  04/26/2022

  I am looking into this matter. This was done thru ******'s Home and not Mr. ********. I personally do own both businesses but they are not affiliated with each other in any way other than me being the owner. I will gather some details from the store manager and we will most definitely get this issue taken care of! I will be back in touch very soon. Thanks!

  Customer response

  04/26/2022

  
  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.
  
  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. ↩