ComplaintsforSleepWorld of Buncombe County, Inc.

• Initial Complaint

  05/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress from "Sleep World" 2019... The mattress was unravaling so I contacted Kingsdown and they told me I was entitled to a replacement mattress. I contacted Sleep World which now is called "Natural Sleep Mattress of Asheville" and they told me they have only organic mattresses and they start at $1200. I didn't pay that for my mattress and they no longer carry Kingsdown mattresses. So I ask the guy if I could get my money back so I could go to a Kingsdown store to get my replacement and he said they could not do that. I also spoke with a representative at Kingsdown without success! I can't afford to pay the difference to get a mattress from Natural Sleep Mattress, I am retired and that is not in my budget!! I prefer a refund for what I paid for the mattress so I can purchase a replacement somewhere that carries Kingsdown mattresses. Thank you for your assistance!!

  Business response

  06/04/2021

  Business Response /* (1000, 5, 2021/05/28) */ Mrs. ***** purchased a mattress from Sleepworld, but Sleepworld went out of business in March of 2020. In August of 2020, Ms ***** contacted ********************** which had taken over the old Sleepworld location in Arden about a Kingsdown warranty complaint. Since we also carry Kingsdown mattresses, we aggreed to help her with her warranty claim even though she was not our customer. She then disappeared for some months, and reconacted us in March of 2021. Apparently, she had pulled on a thread that was coming loose, and unraveled the top stitching. Nonetheless, we were able to get Kingsdown to approve her warranty, and in April of 2021 they sent her a letter to that effect. She again disappeared and then called back a week ago again asking about her warranty. I once again explained to her that she was issued a credit since Kingsdown no longer makes the model she bought from Sleepworld, and that she would have to pick out her replacement model. She stated that she did not want to spend any more money, and since we are a high end luxury and organic mattress store, we had nothing near her price range to show her. I did some research and found a nearby store that had models in her price range, Affordable Bedding. She went there, and then called me stating that they had a model that she liked, the Mathison Plesh, and that it was in stock and ready for delivery. I told her that, as far as I knew, Affordable Bedding could also process her warranty, and that I would be happy to send them a copy of the letter from Kingsdown showing her credit. To date, I have not heard back from her or from Affordable Bedding on this. If she would like us to order the Mathison Plush for her instead, we would be happy to do so. I can check on the price, and she would have to pay any difference if its wholesale cost exceeds the $310 credit that KIngsdown issued her. We also have a delivery service available if she would like to hire them to deliver it, or she can arrange pickup herself if she prefers. If the cost of the mattress is less than her credit, she could apply any remaining amount to help defray delivery costs. As far as a refund, the company she bought from is out of business, and unavailable to do so, and we have zero obligation to her; we've just been helping with her warranty claim with Kingsdown as a kindness. If she would like our assistance in this matter, and maximize the value of her dollar, I would suggest that she make her selction and let us know; Kingsdown is having a 8% price increase effective June 1st.

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