ComplaintsforRobins Bed & Mattress

• Initial Complaint

  05/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10, *, 2020 I bought a Firm Mattress from the Robins & Bed Mattress located in ****** ****. the salesman was Mr. Busbee said was the firm mattress he had. after 3 Months the sides where my wife sleeps and my side also starting to sink we can hear the springs breaking lose, went to the store Mr. Busbee agreed to replace for another one, which we did. when I went to pick up the replacement, Mr. Busbee was not there, the exchange was handled by another employee Mrs. Barbie, who told me if the new replacement doesn't work she will work out with me with something else. after a month and a half, the same problem occurs with the second mattress. I called Ms. Barbie told me the situation, she said I will call you back another employee called me saying that will tell the owner. I tried to call the owner Mr. Simpson left my name and # with no response. we are ** years old and we need a firm mattress, There no signs in the store for the mattress saying soft. medium or hard, or on items

  

  Business response

  07/28/2021

  Business Response /* (1000, 11, 2021/06/25) */ Here is the history behind Mr ****'s case: ***** **** purchased a king ******* firm mattress set on * October 2020 and was delivered the next day, * October. Five months later, Mr **** contacted his salesperson, Mr. Busbee, indicating the mattress was not firm enough. Our business policy requires that a comfort exchange be done within 30 days of receipt of the mattress in a customer's home. After discussion with Mr. Busbee, we agreed to treat his comfort exchange as a warranty claim (meaning we treat the mattress as being defective even though there was no defect) and have the mattress replaced. Mr. Busbee did remind him of our comfort exchange policy which means only one per customer. He was further advised that he should consider upgrading to a ******* & ****** Ultra Firm since his real complaint was the ******* is not firm enough. He did not want to spend additional money for the more expensive mattress, so he opted for a no charge replacement to another ******* firm which he swapped to around March 2021. Subsequently and being aware that his salesperson was off work that day, Mr. Hart visited our Robins store and complained that the ******* was not firm enough to a salesperson unfamiliar with the history of Mr ****'s purchase. While we do not refund on mattress returns, we do issue a store credit within 15 days of purchase. This policy is clearly stated at the bottom of our invoices. Mr **** has a receipt indicating this policy. Unfortunately, Mr **** has gone past the deadline for store credit. In the event the customer wants to upgrade to a more suitable firmness, I will consider his existing mattress as credit toward the upgrade as long as his mattress is not stained or otherwise damaged. Thank you, **** ******* Consumer Response /* (3000, 13, 2021/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought the hardest mattress in the store at 1,123.50 this is the price for a hard mattress in this area i should not have to upgrade to a hard mattres because they told me this is the hardest one they sols now they are are saying upgrade to get a hardest mattress what happen to there saying this is the hardest mattress they have? so i was deceived. In other stores here the mattresses say hard, soft ETC in that store none of there mattress say anything so they can say anything. if they had said you have to buy an upgraded one their paper work nor any sign in their store say's that i took pictures.so give us what we paid for or give us our money back with the return mattress. Business Response /* (4000, 15, 2021/07/07) */ Good Evening, I have read the customer's rebuttal and would like to clarify that Mr **** was told the firmest mattress we carry is the ******* & ****** *** Ultra Firm which was more expensive than the customer was willing to pay. The ******* Firm was selected by Mr **** because it was the right price and was the firmest mattress we had in stock at the time. Friday, we received new product and one king is an ultra firm model much firmer that what the customer has currently. Although it is a more expensive mattress, I am willing to swap it for what Mr **** has at no additional charge. As I mentioned before, we do not issue refunds on mattresses already being used within a customer's home but I will replace Mr ****'s ******* Firm with this firmer one. As a convenience, I can transfer it to the Warner Robins location for Mr **** to pick up. Best Regards, **** ******* Macon Bedroom & Mattress, Inc Consumer Response /* (2000, 17, 2021/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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