ComplaintsforSubrtex Houseware Inc
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Complaint Details
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Initial Complaint
03/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased mattress from subrtex. When recently moving I found mold/mildew under the mattress. I contacted the company which asked for picture and order number, after I did this the company stopped communicating with me. I attempted to call the company number listed in the email with no answer. I reached out to the company again and was quickly answered asking how they could help, I asked for a number to call and was ghosted yet again. My son whom has scoliosis is now sleeping on the floor while I save up for another mattress.Business response
01/01/2024
We sincerely apologize for the inconvenience and frustration you have experienced regarding the mold/mildew issue with your mattress. We understand the importance of addressing such concerns promptly and providing timely assistance.
Firstly, we would like to assure you that the presence of mold/mildew under the mattress is not a direct indication of a quality issue with our product. Various factors can contribute to the development of mold/mildew, including environmental conditions, humidity levels, and improper maintenance. However, we acknowledge that it is our responsibility to support you and find a suitable resolution.
We apologize for any miscommunication or lack of response you encountered during your previous attempts to reach out to us. This is not indicative of the level of customer service we strive to provide. Rest assured, we are committed to rectifying the situation and assisting you.
To better address your concerns, we kindly request that you provide us with your order number and any relevant pictures once again. This will enable us to thoroughly investigate the issue and determine the best course of action to assist you.
We understand the impact this situation has had on your son's sleeping arrangement, and we genuinely apologize for the inconvenience caused. We will do our utmost to expedite the resolution process and ensure that you and your son have a comfortable and suitable mattress as soon as possible.
Thank you for bringing this matter to our attention, and we appreciate your patience and understanding. We value your satisfaction as our customer, and we will work diligently to make things right.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.