Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 3 months ago we purchased a bed frame and mattress set. Paid over 1300. Picked out the bed of show room floor. Bed arrived and was not same bed. Called store and went in. They tried tell me it was same and clearly was not. They replaced mattress but still not one the advertise. They have quality beds on the floor and then deliver cheaply made inferior products. It has been 3 months and we can barely use the bed. Already has springs protruding. When you see the beds on the show room floor compared to the beds the give you it is Very obvious they are not the same beds. They definitely pull a switch

  Business response

  08/02/2022

  Business Response /* (1000, 8, 2022/07/22) */ Good afternoon. I am responding to the above complaint. On Feb. 8, 2022 Mr. ****** came into our showroom looking for a queen mattress set and headboard, footboard and rails. He stated he has a bad back, has had several back surgeries and spends most of his time in bed. We informed him to take his time and pick out one that is most comfortable for him. We showed him around, informed him of his options, specs and benefits of the different types of mattressess. After about a half hour in the store, Mr. ****** decided on the Queen Copper PT Set and the Queen Patterson headboard, footboard and rails. The price for the Queen Copper PT mattress set was 799.99 and the price for the queen Patterson headboard footboard and rails was 399.99 The total invoice price was 1,199.99 and total price with tax was 1,283.98. I am clarifying pricing because Mr. ****** stated in his complaint he spent 1,300 on his mattress set but it was actually 799.99 , the other part of invoice was for headboard, footboard and rails. We informed Mr.****** we had to order product as it was not in stock, which he agreed to. We wrote up his contract, he signed and we placed the product on order. On Feb.26, 2022 at 11:18 am we delivered and set up his product. Mr. ****** inspected the product and signed that he received in good condition, at no point mentioning wrong product. Later that day Mr. ****** called and visited the store complaining about the wrong mattress. We stated we double check all orders before going out but he is welcome to go back and check the label and compare to his contract and the one on the floor. He refused and kept just talking about the wrong mattress. We then stated that we would be more than happy to exchange it for another one that he purchased or he can even reselect to another one in the showroom. He said he would think about it and get back with us. On Feb. 27, 2022 Mr.****** came back in the store and decided to reselect to another mattress after laying on almost every mattress in the store. He upgraded to the Queen Lexington PT set. This was a $200 upgrade of which we did not charge him to make him happy and try to help with his back issues. The Queen Copper PT he ordered had 786 pocketed coils where as the Queen Lexington Pt has 932 pocketed colis. We also included 2 memory foam pillows ($120) at no additional charge to help with his sleeping issues. On 3/18/22 at 3:26 pm we exchanged the Queen Copper PT set for the Queen Lexington PT set of which Mr.****** signed again that he received and issue has been rectified. As this is a customer service issue our driver team called in to the store and we asked that Mr. ****** double check that he was satisfied with the Queen Lexington Pt and he stated he was and again signed. We delivered the exact product that Mr. ****** ordered on both occasions and Mr.****** signed both contracts as to such. We have not heard anything from Mr.****** up until this complaint so we assumed he was happy and satisfied. As we our well beyond our comfort trail period we would not be able to exchange based on that policy. However,if Mr. ****** would like to file a warranty claim based on his situation with the problem coil he is welcome to call the store directly or the manufacturer. Thanks

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