ComplaintsforJordan's Furniture Co., Inc.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/08/2021 ******** $order number *********** sales person *************************

  

  Business response

  10/19/2022

  Hello,

  We have been in contact via telephone to discuss the issues on the sale listed in this complaint and are continuing to work toward a resolution.

   

  Thank you.

  Customer response

  10/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQthe   store are calling for  more picture which they already have. and there are wasting time only I did send the picture  again they know the person came to my house cause more damage by ****** the side of the mattress  
  
  Regards,

  *****

   

   

  

  Business response

  10/20/2022

  Thank you for your reply, though we are sorry to hear that we were unable to resolve your concerns. Based on the inspection results for your king and queen *********** both the impressions and staining do not meet the criteria of Visionary Sleep's warranty. 
  
  
  We do understand your concern regarding the tear in your mattress. While this tear was not reported by the technician or after the conclusion of the inspection, we have offered to schedule a service appointment to repair the seam separation at no cost to you. 
  
  
  We are happy to continue to work with you toward a resolution. If we can be of any additional assistance, please contact our customer service department directly at ************.

  Customer response

  10/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQthe damage was done by your tech person as you know people in the house are blind person and disable  and your company try to charge us to send this person to get the pics 60 $ he is the only person touch this one and your company should take responsibility  and replace this one the rip in this one show how bad is the mattrial  used in this mattress  just try to move it to take pics  and all the inside of it are coming out 

  as I said before it is use it for 10 month and we pay over 6 grand for a junk 
  
  Regards,

  *****

   

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased about $10,000 worth of furniture and we had to return the dining room because it was not stable and seems like it was not made of solid wood. Now our living room set the corners of the chair you can feel wood. Already. And the couch cushions keep falling off and you cant get out of them because the springs are not good. Very poorly made I called and they said I did not have warranty which I thought I purchased. It is sad that a company with a great reputation, did not live up to the hype. I looked it up same couch at BobS. Really? I was expecting it to last and it is already seeing wear mostly on the arms and the cushions just not right.

  

  Business response

  09/07/2022

  Good Morning 

   

     I do see we had the opportunity to speak with you on September 6th and a service appointment has been scheduled for September 27th. The tech will come to your home to assess and inspect the current concerns that you are having with your sofa and chair 1/2. We will review the technicians report for his assessment and we will follow up with you once we have reviewed his report. Please free feel to reach out to us if you have or need any further assistance. 

   

  Thank you

   

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My NEW mattress sank 2 1/2+ within a few weeks of receiving. Jordans deceptively captured it sinking only 1 and said it was within an acceptable amount. It wasnt until I showed the store manager the photos I CAPTURED of the mattress technician measuring the sag that they agreed it was over 2 1/2 and defective. Despite requesting a refund, Jordans only offered a 1 year store credit. First of all under ************* law, a store credit must be redeemable for a minimum of seven years. Second, the entire experience was terribly upsetting and stressful. As a person with mental health challenges, this taking MONTHS and repeated visits for Jordans to address was very triggering. For Jordans to miscapture the amount of sag in the first place and suggest the mattress was fine was terrible. And then after showing photos, to finally relent but REQUIRE me to buy something elses from a store I no longer trust is unconscionable. This was a $400 purchase, NOT $4000. And the sag was reported within WEEKS (not months) of receiving. Furthermore, I have tried numerous times to pick something at the store but quickly start to shake and panic remembering what happened and worrying whatever I buy will just be a REMINDER of the whole terrible experience. In light of this, I ask again for Jordans to reconsider issuing a refund.

  

  Business response

  08/08/2022

  Hello,

  Thank you for contacting us. We are very sorry to hear about the poor experience you have gone through with the mattress. While it is beyond the scope of what we normally do, we are going to go ahead and issue a refund check. It will be sent to the address we have on file. Please allow up to 14 business days to receive the check via US standard mail. If you have further questions or concerns please feel free to give us a call at ************.

  Thank you,

  Jordan's Customer Service

  Customer response

  08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-7-22 my wife and I ordered and paid $12,485.02 for a bedroom set with mattress as well as a media console. The delivery was made on the media console and the bedroom set was to come at a later date. We paid for delivery and set up as well, paid in full on 5/7/22. The delivery for a portion of the bedroom set was on 7/16/22. The day they arrived, my son in law helped the man carry the bed and bureau and one of the nightstands to just inside the door and left it in the entryway to my home. No setup was done and my son in law had to help lump the heavy furniture from the truck to the entryway. My wife called to ask that the setup portion that we paid be refunded and was told no. Then as the truck left our driveway, the driver damaged my newly paved driveway. I have photos of the damage done to the driveway by their truck which dug up a portion of my asphalt. Between having to pay for a setup that didnt take place, having my son in law carry the furniture for the delivery men, and then the damage made to my driveway, I could not be anymore upset than I am. One of the nightstands and another piece still have yet to arrive. Can I expect the same treatment when the rest of my purchases finally arrive? To be denied the return of monies paid for the setup of the bedroom and having to carry the heavy furniture to the upstairs bedroom and build it myself coupled with the damage the delivery truck did to our brand new driveway, I am disgusted by the entire delivery process and pitiful customer service as well. Now I must pay to fix the damaged driveway so that a New England winter doesnt make the damage they did far worse. The joy of getting new furniture quickly turned to disaster by the incompetence of the delivery people and the damage their truck did to our property. Am I to pay not only nearly $13k for furniture but also pay for setup that didnt take place and now pay to fix the damage to our property as well? Unbelievable!

  

  Business response

  07/29/2022

  Hello, thank you for reaching out. We are sorry to hear about your delivery experience. The delivery team called us from the home to let us know that the merchandise was not going to be set up. The call was pulled and the person accepting delivery confirmed they told the team not to set anything up due to repairs and painting being done in the home. The delivery charge is just that, a delivery charge and it includes set up if necessary. 
  In this case, we were told not to set anything up. Your delivery charge for that sale was $228.88 and I am willing to split that with you which will be a refund of $114.44. Please allow 3-5 business days for it to go through. Also, for the issue with the driveway, a member of the delivery management team will be reaching out to you to discuss that. If you have any further questions or concerns please feel free to give us a call at ************. Thank you, ******** Customer Service

  Customer response

  08/10/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.  

  I reject the simply worded email that states his company did nothing wrong at all. I told him as much in my response and we agreed to a time for him to bring the truck out and see the damage that was done to my driveway. He asked to come out and see me at my home on Sunday August 8th 2022. My wife and I waited almost all day and no one showed up at all. I sent a follow up email to the business owner that since no one showed up, I will pursue this further. It is apparent to me that this company, and in particular its owner *****************, has no intention to take care of the damage that his workers did to my property.  

   Agreeing to come with truck to match up the damage to my property with the vehicle in question and then just not showing up is unacceptable. They did not even so much as send an email or place a phone call that they were not coming. We wasted our entire day waiting around for this guy. That simply makes me angrier than I was already. 
  
  Regards,

  *****

   

   

  

  Business response

  08/13/2022

  Hello,

    ******** Customer Service did reach out to ************* to check on the progress of your complaint of driveway damage. The management team has advised us that they in turn reached out to the owner/operator of the truck for an update. **************;management has replied to us stating that the owner/operator left several messages and replied to your email this week. As of today, the owner/operator has not received a return call or email to discuss a resolution. He is currently awaiting your contact in hopes to resolve this situation.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a leather couch with warranty on 3/25/21 but I did not receive until August of 2021 and when I moved on 3/21/22 I had to give away the couch so when I went to ask for the refund on warranty on April Jordans told me that they could only give me store credit I feel that is not correct because I know that warranty companies usually give you back the time that you have left on the contract all I am asking for is the 53 month pro rated warranty money

  

  Business response

  07/20/2022

  Hi *******,

  
  Thank you for contacting us to discuss your concern.  The Protection Program that you purchased is good for 5 years from the delivery date and is not credited back if it is not utilized.  When we spoke with you in May,we had discussed crediting back the full amount for the Plan as a credit on your account for a future purchase, which was an exception to our normal policy.  I have reviewed your account and, as a one-time exception, we are able to refund your original method of payment for the original cost of the Protection Program.  Please allow 3-5 business days for the refund to reflect. 
  
  Thank you,
  Jordans Customer Service

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Klaussner Sleep Sofa from ******** Furniture for $1332.47 in **** ** on July 14, 2021 for when family comes to visit. It was delivered September 23, 2021. The mechanism was hard to close right away though it did close, but by January after 3 uses, the mechanism would not return into the sofa. The mattress had to be removed to close the sofa. It had been used a total of 3 times up to then. A ******** tech came on January 13, 2022 and pronounced the mechanism defective and needed to be replaced. ******** ordered a replacement and promised it in March. I called in April and it wasn't in yet. Upset, I demanded my money be returned and they refused saying money back in the first 7 days, which I pointed out is unreasonable in this case. They offered a store credit which I agreed to but after looking, I could see there's no equivalent item for that price, size and style. I called them back and they cheerfully re-ordered a replacement saying it would be in sometime in mid June. Finally, they called to set up a delivery and installation on July 19th. ************************* of ****** ** had purchased the identical sofa which also had a defective mechanism. But the replacement mechanism was too big. I called ******** to warn them to measure the replacement before coming on July 19th and they called back saying that it also is too big. I asked again for my money back because I no longer have faith that I'll have a satisfactory sleep sofa without taking a chance, and spending a lot more money in ********. I want my money returned so I can shop elsewhere for a decent product. 11 months is a long time to wait for my furniture when ******** has had my money and I still don't have a sleep sofa.

  

  Business response

  07/08/2022

  Hello, Thank you for reaching out. We sincerely apologize for the frustration you have experienced with your sleeper sofa. The offer that was made to take the sofa back for store credit to reselect was an offer that doesn't usually get made after the merchandise has been in the home over 30 days. We have reviewed the concerns you have and the problems at arose with the sleeper mechanism arriving wrong and needing to be re-ordered. After extensive review we have decided to take back your sleeper sofa and provide a refund. Please contact ******** at your earliest convenience and we can schedule the pick up and go over all the details. We apologize this did not work out for you. You can reach us at ************

  Thank you,

  ******** Customer Service

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Klaussner Loveseat sleeper sofa purchased for $1400 plus tax 12/15/2021, Number ***********. Should last 10 years (plan was to use this 1-2x per month for 1 guest, so 200 uses of bed mechanism). Thus, annual value is ~$150 per year. Contacted ******** when discovered mechanism that holds the mattress to use as a bed was not operational. Patiently awaited repair. (Note we purchased the exact same model for another house in November of 2021 and have same issue; still not fixed.) Technician visited said mechanism was defective and must be replaced. ****************** subsequently in touch repeatedly to explain part was delayed, etc. Finally, super nice technician arrived week of June 24th, explained that this issue of faulty mechanism occurred with other ******** sofas. Proceeded to dismantle the sofa bed mechanism; attempted to replace the mechanism but discovered he had been given a 65 inch versus 60 inch part. Part's size was not checked prior to arrival. He reassembled the mechanism, and called his supervisor to report the issue. Assured me customer service would be in touch; have not heard from service department since. Since unable to use this sofa as intended for 8 months since the time of purchase, ******** logically owes me 75% of the $150 annual value of that sofa, or ~$100. In addition, since I too am running a business, and time is money, I expect payment for the 1/2 day of lost revenue ($150) when they came with the wrong part. Jordans spends on events/customer "experiences", and I expect reparations for frustrating experience. I am happy to settle for a $250 partial refund to my credit card; not a voucher! AND a properly repaired sofa so we can actually start using it. If not repaired by 9/1/2022, I expect a FULL refund since we cannot use the sofa. Don't say it will be beyond 30 day return - you know these are defective products. This resolution to use ******** own eloquent customer service language is "quite reasonable in this case."

  

  Business response

  07/06/2022

  We're very sorry to hear about your experience and appreciate you taking the time to share your feedback.

  
  We were happy to speak with you today regarding this matter.Per our conversation, we have offered to take back the sleeper loveseat and refund you in full for the retail cost of the loveseat, this would also include the retail cost of the mattress purchased to go with the loveseat. We have notated your account to reflect this offer made.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased a leather couch in 2020 and was talked into a extended protection plan that we were told covered all issues. I have attached said contract as proof however we have started to have issues with rips and tears especially from the seams ( i have attached juts one picture) Jordans sent a technician out but after discovering all the damage they decided they were peeling/cracking and then we were told part of couch was vinyl which we were never told and definatly the cost should have been leather. We owned real leather couches before and they never so called peeled or cracked like Jordans is claiming. THe protection company GBS Enterprises has some ownership associated that makes it no wonder Jordans will not honor repairing this couch. They wanted us to pay half as good will gesture but I will neveer give this company another ***** and would rather buy another couch elsewhere for thousands more. Jordans needs to honor and repair

  

  Business response

  06/04/2022

  Hello and thank you for reopening your claim. We have also received your attorney general letter and have replied to that with the same response here. Please know that Jordans does want to assist in getting your merchandise repaired. We have offered to split the cost of the labor and transportation ($569.00 down to $284.50), as well as completely absorb the cost of the parts ($150.00 for each, $300 cost). We have also offered to refund the cost of the protection plan on condition that is it is no longer valid, and you may not file any future claims. This would be $186.89, which can be used for this repair.  The current cost of the repair is $302.57 (with tax), adding the $186.89 puts this repair at a possible $115.68. This is about 1/10 of the undiscounted price of repair. We currently have a service ticket open, please contact us by 7/2/22 should you wish to accept this offer.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a purchase at Jordans Furniture for $3208.53 which was a mattress for $1,799.00 and all accessories that go with that on 2/22/20. We were told we had a 10 year warrantee on the mattress. The mattress is defective. I called Jordans on 2/22/22 to let them know that my husbands side of the bed was sagging. A man from the manufacturer came and took all kinds of measurements. He could even see what we were talking about. Jordans however, states this is not a defective mattress. It truly is!!!! When you lay on the bed it slowly gets lower and lower. It is just in that spot. When you put your hand across the bottom length wise you can feel the spring right in that area sticking out. Jordans states they cannot see that in the picture therefore is not covered. Associate offered me $200.00 towards a next purchase. I could not believe what I was hearing. I was told we could take more pics and send which we did on 4/13/22. Again not covered however now Jordans can give me $400.00 toward a next purchase. The pillows alone were $129.00 each. I advised "******" I will be getting in touch with Better Business Bureau. I cannot believe a company this big is getting away with this. If the mattress is like this in 2 years what will next year bring? Terrible customer service.

  

  Business response

  05/03/2022

  Good morning,
  
  Thank you for giving us the opportunity to look into this further.  In reviewing,  I see that you initially contacted us on 2/22/22 regarding your Sealy mattress purchased from us and delivered 2/28/20.  Upon assessment of your concerns, we had a third party company Tri County Furniture Service come out and perform an inspection on 3/23/22.
  
  Jordans adheres to manufacturer warranties, which does require specific criteria to deem a mattress to be defective.  After reviewing the information gathered during the inspection, your mattress did not meet Sealys requirements for the mattress to be considered defective. Unfortunately, they are not required to replace your mattress.   As your retailer however, we do appreciate your business and offered a store credit to use towards a new mattress that is valid for 1 year. 
  
  We stand behind the offer that was made to you. Please contact us at ************  to discuss the credit amount and how to utilize it.  We look forward to hearing from you.

  Customer response

  05/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reason we are rejecting this offer is because the offer is not the amount that we paid for the mattress.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business response

  05/06/2022

  In reviewing this further- we feel this is a fair offer.  The mattress is not deemed defective by the vendor therefore we are unable to offer you full credit for this mattress.  We are willing to go up to 500 dollars and offer free delivery for your next mattress. This would be our final offer.  Please call ************ to discuss the credit amount and how to utilize it.  We look forward to hearing from you.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three Sealy **** were purchased 2 years ago from ******** furniture for approximately $3800. The third bed, a full size, was for a spare room and the other two queens were for the masters' rooms. The two queen **** show permanent depressions. We were told to use a straight edge and send photos, which we did, using an industry standard laser straight edge, a yard stick and a metal measuring tape. All clearly showed depressions throughout both **** as deep and deeper than the 1.5 inches required. The store sent a man who arrived with a much used string and a store made plastic measuring tab that sat on the mattress. He took photos of both ****, but before measuring the actual mattress, he took the mattress off the bed, set it straight up and down, and measured the box that came with the ****, as well as the posts and slats under the ****. All slats and posts were equal, with no warping, as when the **** were put together by Jordan *********************** It was obvious in his instructions that he removed the mattress in an attempt to right the depressions, which I commented on. He reported that this is the way he was ordered by the store to do the test. Returning the mattresses flat, the service man took the string and set it on the diagonal and then down the center, with neither method showing the actual depression where sleep took place (on the sides of the **** and not diagonally.) The string was placed from the end of the mattress to the end, which naturally followed the mattress without showing any gaps. ************ told us that one bed with 2 slats was the problem for one mattress. The measurements of the wood proved this statement wrong. **************** said they would give us lifts for the depressions, actually acknowledging the problem. This was all done to avoid a 10 year warranty. Judging by the many similar complaints and the complete lack of a scientific method or technology to test, this is a large scale scam Jordan ********************** and its mattress companies use.

  

  Business response

  04/26/2022

  Good afternoon,
  
  Thank you for giving us the opportunity to look into this further.  In reviewing, I see that you contacted us on 3/29 asking to not have Tri County Furniture Services, the 3rd party company used for inspections, come out to perform the mattress inspection that was scheduled for 4/7.  We did authorize a Jordans Furniture technician to perform the mattress inspection 4/19. Jordans, as well as Tri County, follow the process that is required by the manufacturer for inspections of mattresses and foundations.  The manufacturer requires adequate support of mattresses and foundations to maintain the warranty.  For a queen size mattress, 3 horizontal slats with a center support leg on the middle slat or a vertical support rail that has a center leg on each end and 4 legs on the perimeter is considered to be proper support.  One of the mattresses and foundations was set up on a metal frame that had only 2 horizontal slats with 2 legs on each slat. 
  
  The vendor requires a certain depth in order for the mattress to be deemed defective.  Both mattresses fell short of that measurement.  We offered to send lift pads to help with the comfort and upgrade the support on the bed that it was not adequate at no charge to you.  This offer was declined.  We also offered you a store credit on account to use towards a new mattress purchase, which was also declined.  The offer for the store credit on account towards a new mattress is still valid. 
  
  Please contact us at ************ so we may review the credit amount and how to utilize it.  We look forward to hearing from you.

  Customer response

  05/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In response to the message below from ******** Furniture, we offer the following observations. As a commercial builder/contractor for over fifty years, complaints have been the norm for our industry, and the constraints imposed by all sorts of manufacturers have been recognized and adhered to, so this process was in fact observed and with plenty of scrutiny on our part.
  
   
  
  Our observations:
  
   
  
  The young man doing the process was polite and took copious pictures..
  Instead of starting with the surface of the mattress, he went right to the foundation, in doing so he stood the mattress on its side, which helped to provide some memory relief, as the permanent depressions were quite obviously visible from being slept on the night before upon first sight.
  As he went to the foundation, he duly noted the lack of the third horizontal brace, but never checked the reveal of the foundation against the frame.
  As he went back to putting the relaxed mattress back on the frame, he used a string method to check for the variable depths, in doing so, he neglected to adjust for the edge depression at the head, thus the foot as well, so the string followed the contour of the depression, hence it did not provide an adequate depth reflection as it occurred.
  When we pointed out the two areas of our concern, he politely told us he was following instructions and we politely disagreed with his process.
   
  
  Our process was exact, and provided the deflections to exceed the manufacturers depth requirements for failures in a mattress:
  
   
  
  We used a laser level on a fixed location and took readings throughout the mattress.
  The readings were affixed in place on a thin sheet of plastic, and the depressed areas met or exceeded the requirements of the manufacturer.
  In this process we clearly denote the edge failure as we had mentioned to the technician, for which he had disposed of such a thought.
  Once we had all of the readings, we then developed contour lines to show how the depression(s) related to the readings and clearly provide the areas accordingly.
  To refute the failure of the foundation and this rhetoric of the three structural slats, we first measured the reveal of the foundation to the horizontal rails, and there was not any deflection that would have indicated that the foundation was yielding to the lack of constraints of the three slots;
  We then took fifty pounds of corner point loading, 25 pounds at each corner to see if the foundation would again yield to the lack of the third slot, and it stayed perfectly intact, even measuring against the rails. 
   
  
  Conclusion:
  
   
  
  We found the technician courteous throughout the process instructed by the company.
  We feel the process is flawed with the string method and following the contour of the prescribed failure, hence not showing the true topography of the failed mattress.
  With technology today, if this process was legitimate, the laser method as we used was the process to be implemented, not strings, or straight edges, as these are minimally satisfactory appearance gimmicks.
  As I have mentioned, the technician took copious pictures. During this he was called to go to another location after ours.
  With all the data and pictures taken, we received a phone call within minutes after he left, where a woman from **************** told us that our mattresses had not met the standards of  failure. The judgment was made so quickly that this effort appeared to be no more than an exercise to appease us.
  With all the measurements, all the pictures the tech took, as well as all of the pictures we sent showing quite clearly the depressions, unlike the string diagonal test and string down the middle test, neither showing depressions since they were out the the areas slept on, someone should have acknowledged that the two year old mattresses were not as they should have been.  We were looking to upgrade within the store and had mentioned that to the complaint/service department several times.  We never declined any offer from the company for a credit, because we never were offered a credit.
  The mattresses are not equal in their failure, one is more depressed than the other due to increased weight by one spouse, but we bought them together, and in a matter of a short time within the ten year warranty one is more visible in its failure.  But since ******** policy, unlike actual quality control from mattress factories, doesn't include lying down on the mattress (even with protection of plastic) or sitting on the mattresses, the second mattress was not adequately tested in order to note inadequate support or foam breakdown. 
  When we project the failure within this short time frame, we feel that in five years it will be harder to get out of the mattress canyon, and not even wanting to think that it will look like at the end of its perceived time frame of ten years.
  We feel that we have been fair, patient and understanding, and we feel our assessment has been more efficient than a questionable process being used with a store created gauge, straight edge, and string system.
  It would be fair to offer a credit or replacement value for these two failed mattresses, to be used at ******** Furniture.  The letter below from ******** Furniture states a credit was offered, but in our conversations with **************** department, no one offered any credit or replacement compensation. We would prefer that the credit amount is sent in writing to our email address: ***************** assuming that ******** would prefer to keep this confidential and off the BBB site. Given a credit, we will notify BBB that the complaint has been satisfactorily resolved.  
  If not, we will continue to voice our displeasure based on factual measurement and copious photographs of our process showing the failures.
  
  Thank you, 
  **************** and ********************
  
  Mattress Plastic overlay, laser measurements, no warping of base, 1" all around the frame even with weights. 

  

  Business response

  05/17/2022

  Good morning,
             We have reviewed your response and appreciate the time it took to compile the information. Your response states that you got a measurement of 1 for the mattress impression. While more than what our tech got,  unfortunately,still is not enough to meet the manufacturers requirements to be deemed a defect. This manufacturer requires at least 1 to be deemed a defect. We have offered lift pads to help and to also correct the support on the bed that does not have proper support at no cost to you. We have also offered a store credit that can be used towards the purchase of new mattresses. We can increase the store credit some more, but this will be our full and final offer. Please feel free to give us a call at ************ to discus the credit and how to use it.Thank you and have a great day

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