Complaintsfor2 Mattress Men

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the summer of 2020 I bought a brand new ***** king size bed from this particular establishment. They were informed that as a disabled woman I live in bed and that I need something very sturdy. They assured me that the bed they sold me was in fact sturdy and I should not have a problem with it and it came with a five-year warranty. When I got the bed the frame was too high for me to get in and out of and also broken so they took it back. A few weeks later the box spring broke and it became very difficult to sleep in the bed. They said that the returning of the frame voided the warranty (unbeknownst to me) and refused to do anything about it. I got the runaround for over 2 years and now I have even more pain issues because of it including a pulled muscle from trying to make adjustments.

  Business response

  03/26/2023

  Dear BBB;  In response to your above file and complaint from ************************  We did go to *****'s residence to inspect the mattress set as we are guided to by the ***** Mattress Co. .  One of the requirements

  laid out in the mattress warranty is that the mattress be protected from stains and be relatively free of them.  Once we inspected her mattress and submitted the attached photos to ***** it was determined that

  the mattress was not protected and was very stained and also that the box spring shows abuse.   We sympathize with her and understand that her disability causes her to be hard on her mattress and it would be

  exchanged were it not for the staining of it.  We have over the years taken care of many warranty issues for customers and ***** is a great company for taking care of them but it is clearly stated in the warranties 

  that customers must keep the surface of the product clean as workers at the factories will not handle them.  We have no record of the problems with her framing being too high.  Frames as well as box springs are

  available in lower heights for customers.  We would be willing to sell her a new mattress at a very reduced price if she would choose to do that.  We do try to help everyone we deal with and are a 7 time winner

  of Best Mattress Store in our area because of the way we take care of our customers but in this case it simply is not possible because of the rules of the warranty.   Thank you for giving us an opportunity to respond.

  Customer response

  03/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The frame issue was discussed at the store. I showed the salesman the issue of my height and difficulty climbing on and off the bed. I was told if the frame wasn't right, they'd send someone out. They took the frame and refunded the money for it with no replacement.

  As far as the stains, if they took care of this when I first complained in 2020 none of them would've happened. Because of the broken box spring it was very difficult to get out of bed and so I do admit there were a few incidents which I could not control.

  About the box spring being broke, that was my very first complaint to which I got no more than a run around. I had to use clothing, toilet paper, anything I could to even out the mattress but to no avail. 
  
  Regards,
  
  ***********************

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