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Business Profile

Furniture Stores

Medley

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:03/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a sleeper sectional from Medley Home on July 20, 2019 (order #****). The company offered a lifetime warranty when we bought the sofa. According to its website, it also offers a 20-year warranty on the mattresses it uses in its sleeper sectionals: *****************************************************. On March 10, 2024, we submitted a warranty claim, informing Medley Home that "The mattress in our sleeper sectional seems to have developed mold on its organic cotton cover. We are not able to examine the latex underneath, as the cover, unfortunately, is not detachable. The side where it is most evident was facing the sleeper, and you can see that it got a little colored by the sleeper, which is black as well. However, bigger black spots do not seem to come from the sleeper, and look very similar to mold."The company refused to honor its warranty and offered us to purchase another mattress from them for $800. They suggested we keep the sleeper section in a basement with high humidity levels. This can be easily refuted by checking the delivery address when we ordered the sectional in 2019 and our current address, which is the same address --we live in an apartment building and do not have a basement. Then Medley suggested this happened because we use a mattress cover and close the sofa when it is on. We confirmed to Medley that we do not close the sleeper sectional with the mattress cover on. We use the mattress cover when we use the sofa bed -- a standard practice in many households. Moreover, Medley instructions do not indicate mattress covers cannot be used on mattresses in their sleeper sectionals.We hope you can help us resolve this issue so we won't have to live with the sofa with mold.

    Business Response

    Date: 04/03/2024

    Thank you for your feedback regarding this experience. We have sold a lot of these same sofa bed mattresses for our sleeper sofas over the years and these customers in don't have any kind of mold issue. From our experience if there is an issue of mold it's the result of some liquid getting on or in the mattress and then it not drying completely before being stowed away within the sofa frame. Our warranty covers normal wear and tear, so we felt mold showing up on the mattress in this way was outside of that coverage. To try and help out with the situation we offered them a new mattress at 50% off the retail pricing. It appears they are not happy with that offer and still feel like the mattress should be swapped out for free. To try and help out the customer with this experience, we are willing to offer them a mattress replacement and will let them know it is on the way.

    Customer Answer

    Date: 04/03/2024

    Dear BBB/Medley Team,

    Thank you for your response to our complaint. I would like to clarify one detail about the mold issue - after discovering mold spots, reporting it to Medley via a warranty claim, and receiving their response about closing the bed when it is wet, we decided to make sure the mattress is completely dry and left the bed open with the side that has mold spots up for about 5 days. The side appeared to be dry, and we closed the bed. When we opened the bed again, the mattress was wet. We let it dry for a couple of days again, and closed the bed. When we opened the bed, the mattress was wet again. It appears that due to the mattress design with the cotton cover not being detachable, unlike in many other latex mattresses, the moisture is trapped inside, and it is impossible to completely dry the moisture. As this is a sofa bed, spills can happen. Due to the manufacturing mattress design choice, any amount of moisture will ruin the mattress. I highly recommend that the Medley team resolves this issue with their supplier. This is a manufacturing issue that can be corrected.

    Customer Answer

    Date: 04/04/2024

     
    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,

    *****************************

Medley is NOT a BBB Accredited Business.

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