ComplaintsforWhite Dove Mattress, Ltd.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 29, 2022 I messaged Frank and Dan *****, the president of sales in my area regarding the warrant and quality of my White Dove mattress I purchased in March of this year. The mattress was replaced on August 16th due to the 1/2inch dip it had in less than 4 months. I’ve now had a brand new mattress for less than a month and it’s already sinking faster than the first at about a 1/2 inch dip already. At this point and after hearing them tell me and other customers what’s considered “tolerable,” you have to conclude that these mattresses are just plain ****. The company won’t offer any refunds but seem to replace the mattresses often just for the exact same problem to happen all over again. I wonder why refunds aren’t available. Would it break the company because of all the complaints? If there aren’t many complaints and more customers are satisfied, then a refund shouldn’t be an issue. Like I told the managers, my daughter has a ******* mattress we purchased over 7 years ago and it’s not had any indentation. The White Dove mattress, that’s supposed to be firm, is indented, and sinking permanently after sitting on it through one movie that’s last about 2hrs. This is pitiful.

  Business response

  09/12/2022

  Dear Ms. *****,

   

  We are sorry you are experiencing difficulty with your bedding and appreciate the opportunity to aid in the resolution of your problem.

   

  We understand that no one likes to fill out forms, but your completed Warranty Claim Form is an important piece of the puzzle used to evaluate your claim. Once you have completed your Claim Form and product inspection, please make sure you forward the following to us:

  1. The completed Warranty Claim Form.
  2. A copy of the original store receipt or other proof of purchase (date and place of purchase). This is required per our warranty.
  3. Pictures of the entire mattress, foundation and frame showing the bedding problem.
  4. Pictures of the law tag on the mattress and foundation.

   

  Should you have any questions or concerns regarding  your inspection, please contact our Warranty Team at (800)218-3951, Mon, Wed, Fri 8am-4pm EST.

   

  After completing the Warranty Claim Form and assembling the other required items, return by mail in the postage paid envelope or at warrantyclaims@whitedoveusa.com.

   

  After receiving your information our committee will review and make a decision over your claim. Our decision is based solely on the information provided to us by you, so we cannot stress enough the importance of complete, clear information.

   

  We would like to thank you for your cooperation in conducting the inspection of your bedding and for giving us the opportunity to work with you on the resolution of the problem that you are experiencing.

   

  Thank you,

  Warranty Claims Department

  Customer response

  09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a white dove mattress in 2018 with 20 year warranty. Contacted white dove in February 2022 about the poor condition of the mattress after 4 years. They sent me a kit to illustrate the defects, which I returned with everything they requested and clearly met their standards to claim warranty actions. They corresponded that they were reviewing the matter and since then they will not respond or return any calls.

  Business response

  04/18/2022

  Dear Ms. *******;

   

  After reviewing the information provided, White Dove Mattress Ltd. believes the best way to resolve your issue is to replace your mattress. However, as stated in our warranty, you the owner, will be responsible for the cost of freight and handling from our factory in Cleveland, Ohio.

   

  Your mattress will be available to pick up at our factory free of charge. There is a $100 freight fee to have the mattress delivered to your residence, threshold only without removal. Make checks payable to White Dove Mattress Ltd. Once payment is received your order will be placed. We do not warehouse any product; everything is made to order, so it takes approximately 7 to 10 business days to receive your bedding. You may also pay by phone with Master card, Visa or Discover credit card.

   

  Please note your order will not be processed until one of the above actions is taken.

   

  White Dove covers manufacturing defects, not refund. White Dove will replace your Grand Legacy with a comparable mattress, a warranty and care information card is attached for your reference.

   

   

  Thank you,

  Warranty Department

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