ComplaintsforShanley's Television & Appliance Center

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 16, 2022 down payment. Paid $5,426.99. For a new Beautyrest mattress and Advanced motion base frame. Made a complaint in mid July 2023 about the bed sags on my side of bed and told them I about roll off I allso said when I sit on the edge of bed it makes a noice internally like something broke or unattached . **** is the owner of Shanleys when I made the complaint in July 2023. Told him the problem he said run a string across the bed and put a stick of butter where the sag is and take pictures I had to turn the butter stick in two directions Ok pictures done Then ****** the daughter of **** the owner says send me the pictures and Ill call are business Rep of your complaint She allso wanted me to take pictures of the tags I told ****** my wife cut them off and it says the consumer can do that. they were in the way sticking up when putting sheets on The remainder of the tag is still on the bed today saying the consumer can take them off tags So this is July still there was one tag that wasnt cut it had a stamped date on it and it was under the bed unseen So in August 2023 I went back to Shanleys Business Said they havent heard from Beautyrest Rep . Went back in September 2023 ****** the daughter said I shouldnt of cut the tags off thats the problem were having were still working on it That the Rep was taking another avenue to get this resolved because of the tags cut off Then went back in October 2023 ****** said havent heard anything from the company . Its says in the manual the bed has a warranty and I believe **** the owner took care of it like 10 or more years. You might hear theres a 60 or 90 day we can send it back. The problem Started way before July 2023 thats when we had enough Shanleys maybe called us once in 3 and half months waiting to get a new bed I would like my money back take mattress and frame or a new bed The invoice number is S00073397 The last question you ask is no. But bed is terrible sleeping Getting run around

  Business response

  11/06/2023

  Customer ***************************** was delivered a Beautyrest Black c-class medium firm mattress 05/18/22.  On 08/04/23 he texted proof of the faulty mattress.  He was asked to send proof that the mattress sagged more then 1.5 inches and the law tags.  He was able to provide proof of the sag in the mattress but unable to provide the law tag stating he had removed the law tag and discarded them.  The law tag is required by the manufacturer in order to honor the warranty.  The law tag and Beautyrest website states the customer may remove it from the bed but to keep the law tag for warranty issues. It is required by Beautyrest that Shanleys tv Center sends the law tag in for every mattress that is flagged for warranty issues so no one can resell the bed because it is against the law to sell a bed without law tags.  I informed ****************** that I would reach out to my rep to see if he could help me out and be forgiving with this customer.  The rep informed me this could take some time since he had to get this approved by many people higher then him.  I did explain this to ****************** that without the law tags this will take time and if he did have the law tags the process would be two weeks.  Beautyrest did agree to honor the warranty without the law tag on 11/1/23 and ****************** was contacted.  ****************** picked out anew  bed on 11/04/23.  Beautyrest gave him full credit for what he paid for it in 05/18/22 of $3399.00.  The problem has been resolved between Beautyrest and *******************  I believe Beautyrest went above and beyond for ***************** for honoring his warranty when in 2022 i had a customer discard his law tag and they refused to honor the warranty.  I will  re-inform ***************** when he received his replacement bed that he has to keep the law tag for the warranty period of the bed in order to keep his warranty valid.     

  Customer response

  11/07/2023

   
  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.
  
  Sincerely,
  
  *****************************

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