ComplaintsforVerlo Mattress Factory Stores

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a Queen ************************** 800 bed from Verlo in Appleton on 3/31/2012. The signage on the floor model, and the salesperson, said the bed was 100% garanteed for 15 years... unconditional. I asked for that in writing, and the salesperson wrote that on the back of his business card (we still have that). We had a problem with the air bladder in July of 2017 (not holding air). When we called the Appleton store to get a replacement, they said it was not under a 100% guarantee for 15 years. Rather, that ended. We said we only had it for 5 years at that time. So they said they would give us a USED air bladder. We took it as opposed to spending $100+ on a replacement that SHOULD HAVE BEEN free. We were told that is the best they can do, and they were not going to honor the 15 year 100% guarantee EVEN THOUGH we had it in writing. Now, 5 years later, another air bladder has stopped working. Still within our 15 year window by 5 years. So we have ordered a replacement direct from the manufacturer (Comfort Air) at a cost to us of $137.15. We want that refunded to us from Verlo, to honor their original promise of 15 year 100% guarantee.

  Business response

  04/21/2022

  Comfortaire air mattresses are warrantied from the manufacture, not Verlo. We have
  no control over the length of warranty or coverage. The customers mattress had a 10yr
  prorated warranty through Comfortaire (please see attached invoice). We can understand how
  the customer may have been confused seeing that different mattress we sell have different
  warranties. Also, we have always ordered any warranty replacement parts direct from
  Comfortaire, as we have never stocked them. Unfortunately Sleep Number purchased
  Comfortaire several years ago, severing our relationship and ability to procure replacement
  parts. Sleep Number requested, at the time of the acquisition, that we send all warranty claims
  to their service line.

  Customer response

  04/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The entire reason we bought this bed from verlo and NOT the sleep number bed from sleep number, was that we were told that we had a 15 year unconditional guarantee on this bed from verlo. I asked for that in writing, and the sales person wrote it on his business card. The invoice I received (which I attached) did not show the 10 year guarantee. The only thing I had regarding a guarantee was what was given to me by the salesperson at the time of the sale. In the least, this is extremely shady business ethics to say and promise one thing to get a person to buy a product, and then NOT stand by what was agreed to. But more likely, this is flat out fraud to have a place promise something and then state that was never the agreement. The ONLY fair resolution is for verlo to pay for my new mattress bladder (around $150). That is the least they can do. But their response is not acceptable at all. I WOULD FURTHER ADD that even if they are claiming the 10 year guarantee, they did not even honor that. We came to verlo prior to 10 years from the date of sale, as we had a problem with our original air bladder as I noted. They would not replace it for free. I was told I would have to BUY a new one. They actually gave me a USED bladder (exchange) which only lasted a couple of years - which is why we are back here at square one. So... if they in fact are stating they would have honored the 10 year guarantee, they did NOT even do that.]
  
  Regards,
  
  *****************************

  Business response

  04/22/2022

  April 22, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Mr. ************************************* # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ************************.
  
  According to our records ************************ has made no purchases from Sleep Number.
  
  We do not sell a VerloAire 800 mattress set.  This is not our product.
  
  
  Best regards,
  Executive Team Consultant  

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