ComplaintsforMagic Sleep Mattress Co., Inc.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello In Jan 2022 myself and my mother purchased the same mattress sets just in 2 different size She purchased a king and I purchase a full same brand same model. in March we noticed that her mattress was sinking and making very big indents in the mattress and my mattress was coming apart you could pick up the top of the mattress and we took a ruler to measure and it was 12 inches tall where the mattress was bunching up so we contacted the company they sent there representative out and said yes we will bring out new mattress do to defect we said ok fine we will try it again same mattress same model. they brought out the new mattress one for my mom and one for myself in March 2022 after this second mattress was delivered my mom noticed the same thing happening to her mattress that happen to the previous one. She contact the company said she wanted her money back and no new mattress since this is the second mattress that was brought out to us so she got a refund in april I believe. I notice n june on the second mattress that was brought to me as well that it started doing the same thing as the first mattress I had So i contacted the company told them that this was the second mattress that we have brought out to me and it is doing the same thing as the first mattress they brought and there rep said yes this is a defect. When I told the owner *** that I wanted my money back for the mattress because this was the second mattress brought out and is still doing the same thing he said it is not in our policy to refund. I said really you refund my mom for her mattress for doing the same thing Well we don't do that he said. I work hard for my money I want a refund back on the mattress part I will keep the box springs I have a picture i took when we purchased the mattress with the price for the full and with tax it should be ******* would be my refund. Your help in getting my refund would be appreciated. I have more to say but I have no more space

  Business response

  07/18/2022

  Our policy here at Magic Sleep Mattress Company has always been that we repair or replace the mattress at our discretion.  I told the customer that.  I also told her that we would work with her on a solution.  The only answer she gave is that she wanted her money back.  I believe we gave her mother her money back because it really doesn't happen all that often.  I thought we were doing a good deed at the time.  Apparently, I will have to extend that good deed and refund this sale as well. Policy is policy.  We have to have guidelines for our business.  This is a family-owned business that likes to work with the customer and provide the ************************ they need.  No one here was trying to be malicious or anything of that nature.  I would rather have been able to get her a mattress that she was satisfied with.  

  Customer response

  07/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I will expect my refund to be in the *** of $1036.83 for the mattress  plus tax  which was in my original complaint.  When will  the company come and pick the mattress **  in exchange for my refund check?   Please advise      
  

   

  Sincerely,
  
  ******** Linc

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