Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attn: ******, Manager In November 2021, I bought over $3,000.00, of furniture from your store on *******************.in ******, **. I purchased two beds, one around $400.00, and the other around $800.00. I was told to buy the mattress covers worth $50 each because if I needed to exchange them, they would protect them from stains and bed bugs. As soon as the beds were placed in my home, the covers went on the mattresses.On September 7,2022, I complained that the coils of the $800 mattress were digging into my body and wanted to exchange them, since they have a ten year warranty. First, I spoke with a lady who kept insisting that if there were any stains on the mattress they would not exchange them. She repeated the word 'stain' many times. Then, when I spoke with you, you also insisted that if there any stains they would not be exchanged. This got me wondering why !!! I removed the $50 cover that was supposed to protect them from stains and guess what, there were tiny rust looking stains at the head of the mattress like under where the pillows are placed. I sent you pictures of the stains, which there is no way I caused them, and you said you would speak with the company. I don't know what company that is because the mattress doesn't have a company label like 'Sealy or Serta'. I've heard of hotels having auctions and the furniture, including mattresses, refurbished and sold as new. I hope this is not the case.I am 5 feet tall and weigh between ******* lbs., and a senior citizen living alone. In ten months, there is now way I could have damaged the mattress. The coils are digging into my body and I get up in pain every morning. There are two options: 1-exchange it or 2-give me full refund and I'll purchase another from a different store.Please let me know as soon as possible as I can't stand waking up in pain every morning.Regards,****** de ******** ************ On Wednesday, September 7, 2022 at 10:21:14 AM CDT, ******************************* <*****************************************

  Business Response

  Date: 10/01/2022

  Complaint ID ********
  
  
  Good Afternoon, ***************
  
  
  In response to the aforementioned complaint; 
  I'm attaching an email thread, that consist of the complainant, mattress manufacturer and myself.  Within the email thread is the mattress manufacturers, "Mattress Warranty Guidelines".
  
  
  On her email, ********************* states that the protector went on immediately as soon as mattresses were delivered.  Upon speaking to our staff, she then removed the protector from her mattress and located the stains (pictures).  This concerns us, since her purchase was made in November 2021, it seems that she has never removed the protector from the mattress, even to launder it or move the mattress around her bed frame.
  
  
  
  ********************* initial concern is that the mattress bothers her, "as she can feel the coils".  If she would have removed the protector to check her mattress, perhaps she would have seen her stains.  We suggest to our customers that all mattresses get moved around within the frame it sits on.
  
  
  A protector purchase recommendation is made to our customers, in their initial mattress purchase.  The customer is advised to place the protector on the mattress at all times and to follow the protector manufacturer warranty guidelines, such as on how to maintain and launder the protector correctly.  Our customers are also advised that if at any time liquid should pass thru the protector and stain the mattress, to take a photo of the protector and mattress (with stains) and submit to the protector manufacturer. 
  
  
  The mattress manufacturer guidelines clearly state that they will not accept a soiled/stained mattress, as the health and safety of all employees takes precedence. 
  
  
  ********************* has been advised to contact the protector manufacturer; as it seems in this case-to be a failure of the protector itself.
  
  
  If you should need further information, please feel free to contact me.
  
  
  Thank you for your assistance in this matter.
  
  
  ***************************
  
    
  Texas Discount Furniture
  1220 ********************
  ******, **
  *************

  Customer Answer

  Date: 10/03/2022

  Complaint: 18137895
  
  I am rejecting this response because: the response makes no sense. The reason I removed the cover to check the mattress is that a woman I spoke with first kept repeating if there were any stains, even the pin point ones that now exist, they would not exchange the mattress. Then I spoke to ****** and again he insisted if there were any stains on the mattress it would not be exchanged. This got me thinking, why are they so insistent about stains? I removed the cover from the top right corner and sure enough there were pin point rust stains. If I placed the cover as soon as it was set up in my bedroom, how on earth did those stains appear ?? My main complaint is that the coils are poking my body and I'm getting up in pain every day. Apparently, this is not a reputable business because Lack's, LFD,or Mattress Firm for example, would have made the exchange without make up so many excuses. They sold me these mattress with a 10 year warranty and if they aren't going to replace them I want my money back. I will be including my doctors' bills and medication costs. Since they sold me these mattress with a 10 year warranty and are refusing to exchange these coil damaged mattresses, it is pure FRAUD !!!!!
  
  Regards,
  
  ****** De ********