ComplaintsforIvan Smith Furniture

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the mattress from a tech called **** and he told me not to worry about there mattress because they have a 10 year warranty. After three months of me buying the mattress it started sinking in really bad I. The right side is he company sent a a tech to check the mattress out and he said the sink wasn’t deep enough. I have asthma, and I sleep with a CPAP. And most mornings I hurt so bad I can’t get up out the bad I need help they lied to me knowing there mattress are no hood bad quality thanks in advance

  Business response

  09/12/2023

  On 11-4-21 Customer was delivered a Mattress.

  On 12-6-21 Customer called with an issue.  A Service Tech was scheduled and sent out for an inspection. Measurement were taken and that information was forwarded to the Mattress Vendor. Vendor responded that Mattress did not meet criteria for defect/exchange.  Offered to reassess at a later date.

  On 9-6-23 the Service Tech was called for another evaluation, took measurement and submitted them to the Vendor. Tech noticed that all support systems was intact and reported information back to Vendor, and the Vendor responded to wait another 90 days.  After that period of time and additional measurements, Vendor agreed to exchange Mattress.  The Delivery is scheduled for 9-14-23.

   

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 1,400 for one mattress **** the sale representative promise that if I were to have any problems with the mattress I have a 10 year warranty. I had the mattress for 2 months and started to see the mattress had stated to sink. The right side is lower than the left side it is very visible to the eye it is a default mattress.They sent a tech out to check the mattress he stated that the mattress was no good and write it in his report and they still didn’t honor his report.I can barely walk or get out of the bed and my body hurt so bad and they will not give me another mattress I’m begging for someone to please help me resolve this issue in Jessie name I pray. The tech has been out about 4 times and he can’t believe they want exchange my mattress I believe it’s because of my race I am a Africa American. Thank you

  Business response

  09/12/2023

  The Customer took delivery on 11-4-21.

  On 9-26-22 a Service Tech went out to inspect the mattress for "Defect".  Tech could not see any evidence of defect, and offered to return later for another assessment.

  On 12-27-22 a Service Tech went out to inspect the Mattress for a defect, and once again the issue was unfounded.

  On 4-21-23 a Service Tech responded to a request to come out because of an issue. The Tech checked the support system of the Bed and measured the depth of the sink found, the Mattress Vendor denied an exchange due to the Mattress did not meet the criteria for an exchange/defect.

  On 9-6-23, a Tech went out and noticed a hump.  The Tech rearranged the Box Spring/Foundation to see if maybe the Bed had caused a shift, measured and forwarded information to Mattress Vendor.  Vendor made an assessment and found that the Mattress did not meet the criteria for an exchange.

  When Ivan Smith Furniture sells Bedding, ALL Warranty claims are submitted to the Vendor since it is the Vendor that offers the Warranty for their Product. There are certain measurements taken that will help them determine whether or not there is a defect.  They set the standard and make the decision.  NO ones "Race" is ever mentioned or discussed, only measurements.

  We have had individuals with Mattress issues, and when the Tech reports the measurements that meet the Vendor's requirement for exchange, an exchange is Authorized and completed.  Ivan Smith has followed the Instructions of the Vendor and responded accordingly.  We are so very sorry to hear that the Customer continues to experience discomfort, and hope that when the Vendor's criteria for exchange is met, the issue will then be resolved with an exchange.

  Customer response

  09/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  A person have to lay in the bed to feel the defect and one tech guy laid on  the mattress and fell on the floor and the last tech guy whom name is *****  said his self that I need a new mattress  it’s the mattress my mom and I bought our mattress the same time and the same day and they finally is giving her a new mattress her name is ******* ****** I have been dealing with Ivan smith for 30 years and never had this problem my other mattress from Ivan smith are 20 years old and i haven’t had no problems but 3 months with this no good mattress it’s was defect. Ivan smith promised me before I bought and paid for this mattress that if I had any problems they would exchange my mattress said I had a good 10 year warranty. Now you all have lost a valuable customer and I want my money back ASAP. Now the mattress has to fit a criteria there isn’t that was not explained to me stand by your word exchange my mattress I know the company out of have insurance on the mattress. I’ve been dealing with this issue for too long do right by your customer.
  Sincerely,
  
  ****** ******

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