Complaints

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a king size mattress and an adjustable base from boxdrop on September 2021. The mattress was supposed to come with a 10 year warranty. We followed all the rules by keeping it covered and contacting the store at the first sign of an issue with dips in the mattress. The legs also had to be taken off of the base because they started wiggling and some broke. We started trying to contact them June of 2022. I sent pictures and I was told the manager was on vacation and he would call when he returned, but it definitely looked like a warranty issue. Two months passed and we heard nothing. My husband tried again to call, he was told to send more pictures, then nothing. He called and called and no one would get back to us.

  Business response

  11/14/2022

  Business Response /* (1000, 8, 2022/11/10) */ Contact Name and Title: Brian H*** Contact Phone: XXX-XXX-XXXX Contact Email: ************@gmail.com We are working with the customer to get the issue resolved. Consumer Response /* (3000, 10, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are working with us to get it resolved! We are looking forward to the resolution! Thanks!!

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Mr H*** on March 25, 2022, to inform him of my mattress sinking on two sides. He asked me to send him pictures after defects and a copy of my receipt. I did so and did not hear from him for several weeks I called him several times in which he stated he did not get to the store until after 1:00 PM and had not had a chance 2 look at the images could I please resend them to him with my address. I sent him the images again on April the 11, 2022. I hadn't gotten a response nor a returned phone call until May 5, 2022. I called him twice, in which he stated he had to come by to see it himself. I also stated he was on his way to the store and couldn't tell me a time. He texts me and said he was heading my way around 2:30-3:00pm. He took measurement pictures and a picture of the tags and said I would hear back from him in 24-48 hours because it was a Thursday. I stated then I should hear from you at least by Monday, May 9, 2022. I called Mr. H*** on May 17th, May 24th and May 26th. Then I texted him on May 26th at 1:25pm due to no response to several messages I had already left. He responded back at 1:30pm, that I need to set up a time to come in an pick out another mattress and they still have to approve the claim and then contact him (note: claim was supposed to have already been submitted to see if would be approved). I text Mr. H*** on June 1, 2022, that I would not be able to come to his store and that I wanted the same mattress that I purchased. He responded he was filing a claim and the same mattress would not work and I would have the same problem in a few months. There was a back-and-forth exchange and not getting the same mattress. On June 6th, I called him and left a message that I was on to his store. When I got to his store, he DID NOT have any SERTA mattresses. He only had SIMMONS. And tried to convince me that they were the same and the same company. Then he proceeded to choose which one he would give me plus he wanted me to pay $110+

  Business response

  07/25/2022

  Business Response /* (1000, 8, 2022/07/18) */ Contact Name and Title: Brian T H*** Owner Contact Phone: XXX-XXX-XXXX Contact Email: **********@gmail.com Daniel Carlberg - Operations Support Specialist Documented on my cell phone. I received pictures from Miss ****** on April 11 2022. That was about 2 weeks after we had spoken and I asked for her to send pictures of the mattress. Why didn't she send the phones that day that I asked for them? After receiving in a truck, I texted that I was on my way. I took pictures at 3:25 pm until 3:34pm documented on my cell phone. I informed her that I would submit the claim. And that it would most likely be next week. It was Thursday and I submitted the claim on Friday. I never told her 24-48 hours. Been doing this for over 30 years. The claim has to be submitted and the photos to the vender. Her claim is not true... I did not receive any update on her claim until May 26th when i texted her that It's been crazy. I received the claim yesterday evening. That was tHur MAy 26th. I have no control over how long it takes for the claim to process. I was on vacation as well as traveling to visit several of my dealers. Miss ****** is saying she called my phone. i also have a business cell phone that my employees use to respond and interact with customer's. Miss ****** is incorrect where she stated that the claim had to be approved. It was approved on May 25th and i responded on May 26th. to inform her and set up a time to come in. Documented on my phone records. Miss ****** said in a text that she had plumbing problem and it took her over a week to come visit and select a new mattress. That mattress was sold in XXXXX. Inventory changes we are a clearance center. Inventory changes daily, weekly monthly based on Covid and what's available to purchase. Due to Miss ****** weight. I recommended that we get her another mattress to support her. Getting her another mattress like the one she has would have resulted in another claim. Not liking my answer Miss ****** texted me that she was going to call Serta herself to see what her options are. All knowing that the claim has been approved and all she needs to do is select another mattress. June 2 she was handling her plumbing emergency. Miss ****** came in and I showed her 9 different mattresses. She did not like any of them. I showed her 3 Serta, 3 Simmons and 3 other options in my showroom. she could not decide and left, and she would be in contact with me. On June 16th received a text message about the original receipt being incorrect. The original receipt is for a Serta Brookton plush. Her text I DONT WANT A SIMMONS. June 16 is the first time the receipt came up. On June 27 she has been pleading with me. Not true again. The original receipt was good enough to file the claim and get it approved. I no longer carry that mattress and that was the reason to have her come in and select a new mattress. I do this with any claim I have. I have my customers come back in and select a new mattress. This is standard practice. Miss ****** was given options during the time she stopped back in. Due to supply chain issues and the cost of material. Prices have gone up since 2021. Documented across the industry. I offered Miss ****** several more expensive mattresses and we willing to absorb most of the cost of the new mattress. These mattresses were more expensive than the one she previously purchased. Any customers that I have had claims with paid the difference if they upgraded to a more expensive mattress. I never tried to convince Miss ****** to buy anything. If you go to a more expensive mattress, the customer pays the difference, and I was willing to absorb more to get her taken care of with a better mattress. There is no issue with Warranty. The claim has been approved. Miss ****** can come in and select a new mattress just like any other customer that has had a claim and needed to select a new mattress. I don't do refunds and all sales are final as there are signs all thru my warehouse. Miss ****** has the receipt that is correct with the mattress she purchased. That law tag was submitted to Serta and they approved it. Don't know what she is referring to with the make and model. It's on the law tag on her mattress that she still has. It's a Serta Brookton Plush that she purchased. I have sent out the new receipt to please Miss ******. Don't know why she hasn't received it. Also sent a copy via text message. Hard copy sent by mail. I ask that his complaint be removed from my business. Miss ****** went from coming and trying to find a new mattress to complaining about an invoice that has a typo. And the claim was still processed. I waited to get the claim from the manufacturer, I scheduled a time to meet and have her pick a new mattress that would last and give her support. I resent an invoice that has a typo that she has had for over a year and 3 months and had no issue with it. The issue can be resolved with Miss ****** by coming in and selecting a new mattress. I ask that this case be removed from my business. I have 100's of 5 star reviews for a reason. I take care of my customers when they have issues. This warranty claim has been approved since May 25th. Any reasonable customer would be sleeping on a new mattress by now. I have had 2 claims since Miss ******, and I have followed the process just like I did for her. They have new mattresses. I can be reached at XXX-XXX-XXXX and I can forward all my text messages to support. Brian T H*** BoxDrop Mattress Clearance Center Consumer Response /* (3000, 10, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. H*** response is full of inaccuracies and falsehoods. I have copies of the text messages and the call logs with the duration times from my cellular carrier as proof. Falsehood 1) Why didn't she send the phones that day that I asked for them? It took you 2 weeks to return my call Mr. **** on March 25, 2022 at approx. 1:15 call lasted 1 min due to left a message. Called same day at approx. 4:12pm left another message. Due to it being weekend I waited for a return call which never happened. I called several times again on March 30th and Mr. **** asked for the pictures and photocopy of my receipt which was sent to him as shown on my phone logs from my cellular carrier. Mr. **** did not respond until April 11th, I finally spoke with Mr. H*** again who then told me to re-send him pictures of the bed and that he had to schedule to come out to see it for himself and requested my address. Mr. **** never canceled, nor did he call about not showing up. Falsehood 2) On May 5, 2022. I called him twice, in which he again stated he had to come by to see it himself (cellular carrier records prove with the length of the calls). He asked for a photocopy of the receipt again, I then stated about the error on the receipt and that you could barely tell the correct price which I paid and would he give me a more legible receipt with the corrections including make & model matching the tag on mattress. He stated that he would bring it and he had been so busy and apologized. Then stated he was on his way to the store and couldn't tell me a time that he would come by that day. He texts me approx. 2:39pm and said he was loading a truck then at 2:54 pm he was heading my way. He took measurement pictures and a picture of the tags and said I would hear back from him in 24-48 hours because it was a Thursday. I stated then I should hear from you at least by Monday, May 9, 2022. I called Mr. **** on May 17th,he stated he had not heard from Serta. On May 24th I left a message and May 26th and left messages which he never responded too, so I texted him (As the cellar carrier records shows). Also I had called Serta to ask what was the procedure to process a warranty claim and was told once the retailer submitted the claim the response would be in 3-5 business days and I could ask the retailer to see if his Serta representative could check the local warehouse to get the same mattress as it proably was a defect in the mattress. On June 1st I did ask and as the text messages show. Falsehood 3) Mr H*** states in his response, "I did not receive any update on her claim until May 26th when i texted her that It's been crazy. It was approved on May 25th and i responded on May 26th. to inform her and set up a time to come in. Documented on his phone records. However, in the text threads he told me they still had to approve the claim then they would contact him. Mr. H*** did not say the claim was approved until June 27, 2022. Which he also stated again that he would get me an new reciept when he got back to SC. I still to date do not have a proper corrected receipt from yet. Falsehood 4) I showed her 3 Serta, 3 Simmons and 3 other options in my showroom. Mr H*** is being deceptive in word play! Serta does own Simmons however, much like Nissan owns Infinity there are great differences. Mr. H*** does not carry Serta anymore according to himself when I came to "pick another mattress" He insists BeautyRest firm by Simmons is a Serta Brookton Plush. The Serta Warranty does have a substitution by Serta according to there emailed response to me by them. Falsehood 5)I have sent out the new receipt to please Miss ******. Don't know why she hasn't received it. Also sent a copy via text message. Hard copy sent by mail. As I previously stated and proven by submission of the text threads and I have not received a corrected reciept for BoxDrop Lexington SC Mattress. I get an emailed scann of all mail that comes to my address and that proof is from USPS Informed Delivery. PLEASE DO NOT REMOVE this complaint. His business is deceptive. Please allow me upload all proof of my response. Business Response /* (4000, 12, 2022/07/20) */ I submitted the claim with Serta and the warranty has been approved. I scheduled time to have Miss ****** come in and select a new mattress. That mattress she purchases in 2021. I no longer carry it. I gave her 9 options to choose from. She left and I did not here back from her. Thursday June 2 she is handling her plumbing issues. Texted me on June 16th at 4:47. My partner and i have been looking over everything and notice that my receipt doesn't match the make and model of our mattress set. That is incorrect. Serta Brookton Plush. As confirmed by the law tag that I took pictures of. I have a cpoy of the invoice. I used this invoice to submit the claim. Again, the claim has been approved. Miss ****** is concerned with an invoice not a mattress that has been approved under the warranty. Sent her text messages and pictures of the mattress. June 27 Miss ****** is rambling on about pleading with me. Which i have the text messages in my phone. The warranty has been approved in May 25 and communicated that to Miss ****** on MAy 26th. Explained in a text that she needs to get a firmer bed or the same thing is going to happen. Texted on June 1st. I have the text messaged that she ststed she was going to go to Serta to see her option. Since then Miss ****** has not discuused the mattresses we tried out when she visited. Her main focus is a receipt that has a missing letter. Mind you that Serta has approved the warranty. Miss ****** asked for the receipt and it was texted to her on June 27th. A new receipt was crested and sent to her. At this point, Miss ****** is more concerned with a receipt than getting a new mattress. Her text messages confirm that because she has made no effort to select a new mattress. Miss ****** has made comments about me being on vcation. I was working and that can be confirmed. I travel frequently to visit the 24 dealers that I manager. Miss ****** has not mentioned selecting a new mattress. We are in 2022 and inventory changes as a clearance center. Inventory changes as product comes available. She has had every opportunity to come back with her significant other and select another mattress. That has not occurred. I have never had a claim with the BBB in 38 years of business. Miss ****** hhas been offered choices, As for the 100 she is referring to. The cost of product has gone up due to material and transportation cost. Im absorbing most of the price difference. If the mattress is more it is standard practice thst the consumer pays the difference or upgrade. Again, Miss ****** is being unreasonable. She is asking for a refund and a new mattress and the proper receipt. which she should have. I dont control the USPS. At this time, I have followed my protocol on handling clims with my manufactures. I have approved the claim with Serta. It has been approved. I do not accept returns. This is posted in my showroom. I have offered her 9 different mattresses. Since our second meeting when she tried out 9 different mattresses. All her text have been about an invoice. That has a miss spelling. Again Miss ****** is being unreasonable. She can come in and I will work with her to get a new mattress as well as deliver it and take the old one away. I'm being more than accommodating to get her a new mattress. It's been over a month since she came in and met me to try out 9 different mattresses. This could have been resolved if she was reasonable and understanding in selecting anew mattress. Miss ****** is a large woman and need a mattress to support her weight. This will continue to be an issue if she is not open to selecting a mattress that will support her and not break down in less than a year. I ask that this case be closed and removed from my business. It is without merit and could have been resolved a month ago. Brian H*** Owner BoxDrop Lexington Sc Consumer Response /* (4200, 15, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) In response to Mr. **** is the owner and salesperson who I brought the Serta Mattress from Mr. **** was presented with the initial request about this warranty on March the 25, 2022 via a phone call. He has procrastinated back and forth ever since, there were several calls made on April 27, XXXX- XX:XXam-2 mins left message May 5, XXXX - XX:XXpm & 12:40pm- 2 mins left messages May 17, XXXX - X:XXpm - 2 mins left message May 24, XXXX - X:XXpm - 2 mins left message May 26, XXXX - X:XXpm - 2 mins left message June 6, 2022. - 2:20pm - 2 mins left message I called Serta Warranty on May 27, 2022 and spoke with a agent for an 16 min call who informed me of the process for a warranty claim and that it is expediated for the retailers to 3-5 days and that my they could process the warranty however, my uploaded receipt did not match they tags. I explained that I had asked Mr. **** (the retailer) for a corrected receipt and all I got was texted messages but no corrected receipt (I have the email uploaded from Serta). Mr. **** has made 2 conflicting statements. In the text threads (already uploaded) on May 26, 2022 at 1:30pm, "I just got here at 1 today. Sorry it took so long. I sent all the info two soda. They have to approve the warranty claim and then they will contact me'. Now in the complaint he says that the Serta Warranty was approved on May 25, 2022 and he told me on May 26, 2022. I even called him after text as stated above on May 26, 2022 at 2:20pm an left a message without him returning my call nor any mention of it being APPROVED. 2) Mr. ****, falsely states he showed me 9 mattresses. He did not he showed me 3 Simmons BeautRrest (3 were in his showroom at Suite A, and 2 were in his warehouse Suite B) 2 Nectars mattresses none of which were comparable nor comfortable to suit my needs. 3) As far as Mr. **** intimidation tactics about "being overweight and a large woman" having a bearing on the mattress choice. Let me say again, I research my purchases before I buy. Therefore, the Serta Brookton Plush weight bearing specifications are XXX-XXXX lbs. load bearing. Sir, I am nowhere closed to its limitations! (per Serta website). 4) Mr. **** falsely states that he sent me pictures of mattresses. He has not any uploaded imagery proof to support his claim and I have no pictures in the thread text messages. Whereas I have uploaded documents to prove all my statements. 5) I spoke with Mr. **** by phone letting him know from the beginning I wanted the same mattress replacement or a Serta certified replacement for my model. When he came to take the measurements Mr. **** himself stated, that he was surprised to have a claim with this model and it was probably of manufactured defect. I had since spoke with Serta Warranty again and they believe that it is just a defect as well. They stated that I should ask Mr. **** to call his Serta rep and ask them to get the replacement due to it shows they have some in stock at their warehouse. When I request it. Mr. **** refused me. 6) Mr. **** states this could have been resolved a month ago however he did not state that the claim was approved until July 8, 2022 ( as the text thread shows). Mr. **** also re fused to give me a corrected receipt until I filed my complaint with the Better Business Bureau. Mr. **** states he has a 100% rating with the Better Business Bureau which is a false statement again. His company Box Drop Mattresses Lexington was not in their system until my complaint about his deceptive practices with my warranty. 7) I am requesting that Mr. **** pay for all out of pocket expenses such as delivery costs for my Serta warranty since he has not fulfilled due diligence in honoring my purchase warranty from his establishment. I am also requesting that the Better Business Bureau will not remove this complaint because I am sure there are others like me that have been unfairly mistreated in regards to purchasing products and warranties from his establishment. Business Response /* (4000, 18, 2022/07/22) */ I have offered Miss ****** ( different options and have the mattress warranty approved. The bed she purchased is over 1.5 ago. I no longer carry it. I have other Serta available. As well as Simmons that owns Serta. At this time Miss ****** is being unreasonable with her request. A new invoice has been mailed. The mattress she purchased I no longer carry. The reason I asked her to come back in and select a new mattress. I'm no longer going to go back and forth with this customer. I have the warranty approved. I have a showroom of beds that i recommended due to her weight. Ordering the same mattress makes no sense. All that is going to happen is the same result. She is going to leave impressions on both sides. Resulting in another warranty claim. All that needs to happen is Miss ****** needs to come in and select a mattress that will work. If she selects a mattress that was more than the one she originally purchased. I will work with her if she is willing to be reasonable. *****

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