ComplaintsforModern Furniture & Mattresses

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress for my grandmother 9/1/22. We picked the mattress up about a week later and brought it to her home. The mattress came in a box and the instructions said it takes 48 hours to go up. She stood at my house for a few days we checked on the mattress after two days but it looked like it still needed more time so she stood with us for a couple more days. When we returned to her house again the mattress still was not right. We called the store we bought it from they said they would sent someone out to look at the mattress. They sent two people out to look at it about 5 days later. When the people arrived to look at the mattress they said it was clearly defective and took pictures. They said they will show the salespeople the pictures and we would hear from them. About two weeks past and we did not hear from them so we contacted them to see about the resolution. We spoke to a woman about the situation and said how we still have not received a call. 45 minutes later we received a call from ***** saying they could replace the mattress. And said he would call tomorrow (October 25th) today. We spoke to ***** today and explained we did not want a replacement mattress we would like a refund due to this experience. He said we would have to talk to *****. ***** called and we went over the situation today and he said we would definitely not get a refund. That they could only replace the mattress. He said if you buy a car and decide you don't like it you don't get to return it. I said we didn't just decide we did not like it. It was clearly defective right when we got as confirmed by their employees that came to inspect it. And we would like a refund and take our business elsewhere after this long experience. He said no refund. I asked if there was anyone else I could speak to a about a refund before I contacted the BBB. He said I was using the BBB as a threat and he will tell you (thebbb) the same and I will not get a refund.

  Business response

  11/04/2022

  NOVEMBER 4,2022

                CUSTOMER HAS REVISITED OUR STORE AND RE-SELECTED AN UPGRADED MATTRESS ALONG WITH ANOTHER CONVENTIONAL

  BOXSPRING. EVERYONE SATISFIED .WE WERE HAPPY TO ACCOMODATE THEM AND RESOLVE ALL ISSUES.

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