ComplaintsforMattress Depot USA

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I went into mattress depot looking for a bed for myself 2 weeks ago. I spoke to one of the sales people for a long time. My mom asked a lot of questions. She asked questions like what if my daughter doesnt like it.? What if it breaks? She asked about warrantees. They talked about how they stand by this mattress company and the owners of the two companies know each other so they can talk between each other. I did go forward with purchasing the bed. The total came to about $2000 and I financed it. And I paid and scheduled a delivery to have it set up and have my bed taken away. It was delivered a week ago and since starting use of this bed I have been in the worst pain in my life. Upper back pain that Ive never had before because of this bad. We called about five days after receiving it, and spoke to an employee about the process of returning it. He then told us that they didnt do returns. My mother is the one who spoke to him, and she told him that that was never mentioned to us which it was not and the employee that was working with us made it seem like they would do anything to make it right if something were to be wrong with it. He never mentioned it was final sale. The employee that my mother talk to said Ill let him give you a call when hes in on Tuesday because I know some employees here break the rules my mom ended up calling back on Tuesday to speak to him because he had not called her. He said everything was final sale. He said that he usually tells people that its final sale which seems like admitting that he did not tell us that. He implied that we were lying saying that its confusing because there were two of us and maybe we misheard. All I want is to return this bed as it is the worst bed Ive ever slept in and causing me extreme pain. They said that their boss would call and they have not. He would not give us the number for corporate. It says final sale on receipt which I hadnt seen until after I paid.

  Business response

  09/24/2023

  Mattress Depot USA understands that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home.  This is why Mattress depot USA offers a limited one-time mattress exchange for equivalent value within 30 days if a mattress protector is purchased.  Mattress depot USA extends the one-time mattress exchange offer to 120 days if a Premium mattress protector is purchased on the same invoice as the mattress. We also have this statement printed on all Sales Orders.  Every Sales Order also has written in capital letters ALL SALES ARE FINAL AND THERE ARE NO REFUNDS and For customers who purchase a mattress protector at the time of the sale, we offer a one-time mattress exchange on amount paid towards the same size mattress within 30 days unless an extended guarantee is purchased. No discounts or coupons are allowed on exchanges.  Exchanges are only allowed on the same size and equivalent or greater price mattress with the customer paying any difference in price and fees.  Merchandise must be in original condition, packaging, and law tag / label must still be intact.  If you choose to use our delivery service for exchanges, then delivery exchange fees of ($140) minimum will be charged.  We have a SIGNED and DATED original Sales Order #******** dated September 2, 2023 with customer ************************* as the Sold To/Signature party that acknowledges these policies in writing.  Also, by signing the signed and dated Sales Order #******** ************************* acknowledged the six line items with all of the product and services listed per line with each quantity, price, and amount listed per line.  The sales order includes line item #2 which clearly states *Special Order No Exchanges.  The sales order also includes line item #6 which clearly states Declines Exchange Protection which means a mattress protector was not purchased on the original sales order and ****** denied even the exchange option that Mattress Depot USA offers. The merchandise and service total of $1,859, tax amount of $174.75, and Total Sales Order (in bold lettering) of $2,033.75 is listed on the signed and dated Sales Order #********.  The signed and dated sales order also lists ***** Fargo Financing (in capital letters) as the Amount Paid: Current Payments on 09/02/23 and the total is $-2,033.75.  We have also attached the signed, by *************************, the ***** Fargo finance contract #****** showing the total paid and that she had 24 month option. 

  We have attached the original signed sales order contract and the signed ***** Fargo Finance contract.  
  

  The complaint states that my mother made calls and we made calls but ****** is the one that signed all the paperwork and is on the sales order.  Unfortunately, her mother did not make the purchase and her mother did not sign the original sales order contract or the ***** Fargo Finance contract.  We are more than willing to work with ****** on her complaint if she would like to call the store herself vs. others that did not make the purchase or sign the contracts.
  
  Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  In this particular case, Mattress depot USA would like to extend the offer of allowing the one time mattress exchange for equivalent value of Ln#1 on Sales Order #******** even though ****** declined that option on her original sales order Line #6.  ************************* would be allowed to exchange $1,000.00 (mattress value) for equivalent value or higher toward another model of her liking.  Due to all services being a non-exchangeable item (Lines #3, #4 and #5 - *Service Item No Refund on signed and dated Sales Order #********, dated 9/02/23) any services rendered by ************************* will be subject to regular service fees.  If ****** wishes to work with us the on the mattress exchange we ask that she calls the store herself vs. any other individuals that are not on the signed contracts.   
  
  

  
  

• Initial Complaint

  05/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today 5/30/2022 afternoon I went to Mattress Depot Outlet in Lynwood store (WA) to get a twin size mattress. At first the sales person tried to sell me the expensive one when I told him I am interested in the on-sale discount ones. After I picked the one I want, I asked him if they do deliver? Then he got super rude attitude and said, I am not going to deliver this to you when you buy such cheap one. I didn't said anything because I just want to get it done. However, he started to laugh at me and said the other customer will deliver this to me if you are going to pay him $80 bucks, but I am not going to deliver to you at all. I am very upset about his tone and words. But I just said, "ok whatever". I told him that he said they do delivery when I come into the store. So I just ask, I didn't use a command tone to tell him that I want him to do delivery the whole time.Well, guess what, he got mad of what I said. Seems like he forget what his position is and only want to be the one who is rude to others. More shocking thing happened, he started telling the other customer that I am "STUPID". I don't want to waste my mood and time to argue with such trash person, I walked out. I never see such rude sales person in my life. It was the worst experience I ever had in my life.One thing I feel is the black salesman treated Asian customer very different from other black customers. He was rude to me all the time and ignored my request until I was going to leave the store, then he eventually started to bring the items I am looking for.Manager or Store owner warning: if you don't want to loss customer in this **************** please take care of your customers.

  Business response

  06/05/2022

  At Mattress Depot USA, we take all claims against us seriously. The North District Manager has reached out to the ** and discussed the experience that was outlined in the complaint. ** was grateful to receive the call from the District Manager and even let him know that she would like to work with him on purchasing a Twin mattress.  We will be working with our team at our ******** Outlet location on customer service and ensuring that we provide a welcoming and comfortable shopping space for everyone.

  Customer response

  06/05/2022

   
  Complaint: 1729262

  
  I am rejecting this response because: I am not going to purchase the bed from them, because seems there is no any compensation they will do due to their fault. but most importantly, they didn't give me an clear idea about how  they will treat this rude and vey unprofessional employee. 
  
  Sincerely,
  
  ***********

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a Restonic inter-spring mattress and they delivered a Talalay Serene. After repeated attempts over several weeks we are unable to resolve this issue we are asking for help. The mattress they delivered looks used and is failing. I have called the manager of the Tukwila store, other locations and their customer service. So far no one has called us. I will attach a copy of our receipt and pictures of the tags on the mattress. Per the internet Talalay is only made in Shelton, Connecticut. I feel this mattress belonged to another customer. We cannot use this mattress out of fear of bugs or maybe it belonged to a person with Covid-19.

  Business response

  06/02/2021

  Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.   Unfortunately, this complaint was done by a named person that is not in our Point of Sale system.  We do have a *** ***** in our Point of Sale system that has made multiple purchases at our Tukwila store and the complaint must be by a spouse or relative – ***** *****.  The first order was in August of 2012, the second order was on 3/27/2021 and the third order (Exchange) was done on 4/12/2021.  The claim seems to be about the second and third order (Exchange).
  We have a signed and dated original Sales Order #******** (attached) dated 03/27/2021 with customer *** ***** as the Sold To/Signature party that acknowledges that the CAKING Premier CC Ultra PL Mat is *No Returns – No Exchanges.  The product is on Line 1 of the original sales order (attached).   We also have a signed California King Mattress document by *** ***** stating that “CUSTOMER ACKNOWLEDGES THAT THEY WOULD LIKE TO SPECIAL ORDER A CALIFORNIA KING MATTRESS AND NOT A EASTERN KING MATTRESS.  CUSTOMER ACKNOWLEDGES THAT UNDERSTAND THAT A CALIFORNIA KING MATTRESS CANNOT BE EXCHANGED OR RETURNED” (see attachment).  This product was delivered on 4/12/2021 and signed/dated by ***** ***** that “customer acknowledges receipt of all merchandise in satisfactory condition as per the sales contract and invoice”.  The customer called the store back the same day of delivery, 4/12/2021 and notified the store that they do not have a California King frame they have a standard Eastern King.  They asked the store if they could exchange the California King mattress for a standard Eastern King and break our company policy and the contracts they had just signed.  The store personnel notified management and management broke the company policy by allowing a one-time exchange even though we had multiple signed contracts that the customer wanted a California King mattress.  Management understood that customers can be confused about even the size of their mattress. 
  
  On 4/12/2021 the Tukwila store wrote Exchange Order #******** (attached) for *** ***** with the King Premier CC Plush Matt (line, Ln#3) and two low profile foundations (line, Ln#2).  The customer asked the store personnel, Donald, to change to the new King size to the Plush model and not the Ultra Plush.  Mattress Depot USA only orders product for exchanges that go out on delivery into our Warehouse and we do not pull from in stock items.  The exchange order was written on 4/12/2021 and the product was ordered from the vendor on Sunday 4/18/2021.  This is important as the production date listed on the mattress label that ***** ***** took a picture of and emailed to the store employee, Donald, shows as a Tuesday 4/20/2021 production date (see attached).  The mattress in the *****’s residence was manufactured two days after the purchase order was placed with the vendor.  The mattress was delivered to the Mattress Depot USA Warehouse from the manufacturer on Thursday 4/22/2021.  The mattress was tagged for delivery and delivered to *** ***** on Monday 4/26/2021.  Mattress Depot USA has a signed/dated, by ***** *****, Delivery Ticket #******** (attached) showing Line 3 being the KING Premier CC Plush Matt.  ***** ***** signed and dated the original delivery contract (attached), dated 7/16/16 stating, “Customer acknowledges receipt of all merchandise in satisfactory condition”. 
  
  Mattress Depot USA special ordered the mattress that *** ***** received on Exchange Order #******** and was signed by ***** *****.  The picture of the label that ***** ***** emailed the store employee (supplied by customer in complaint), Donald, shows everything to prove that the correct mattress was delivered.  The label shows the model # which is model #****.  The label also shows the production date of 4/20/2021 (supplied by customer in complaint) and that is only six days before ***** ***** signed for the mattress.  This model number for the Premier CC Plush Matt is #**** with a King size being 6/6, a Queen being 5/0, etc. for sizes.  We have included a snap shot (attached) of our point of sale system showing the Product: KING Premier CC Plush Matt, Vendor Model ****-6/6, Vendor: Restonic/Restonic Oregon Mattress Co, Brand: RES00/Restonic Oregon Mattress Co and Selling Price of $2,899 which is exactly what *** ***** paid on Exchange Order #********.  The picture of the tag that ***** ***** emailed was the manufacturer production tag that goes on the side of the mattress.  This tag is used by the factory to track the product all the way through production and it also notates any materials that are used in the mattress.  The mattress does have one layer of Talalay latex as a comfort layer (listed on Floor Sale Sign attached).  The law label at the head of the mattress also shows model #**** and ***** ***** states in the claim that it does specify “Model #**** – DB Premier CC Mircro (for Micro Coil) Talalay/S (for the Talalay latex used in the mattress along with the Serene foam).  The law label also shows the production date of 4/20/2021.  The production date is two days before we received the mattress at our Warehouse from the manufacturer and only six days before ***** ***** signed for the product that is in the customers residence. 
  
  We have attached three pictures of the show model QUEEN Premier CC Plush on the showroom floor.  The pictures are of the Floor Sale Sign, the manufacturer production tag on the side of the mattress and the law label at the head of the mattress.  These pictures show the model number, date of production and the same exact description as the labels on the mattress in dispute.  We have also included a letter from Restonic Mattress verifying the model number and name of the mattress that they produce for Mattress Depot USA (see attached). 
  
  Mattress Depot USA delivered the correct mattress per the original signed sales order and the exchange order.  All documents attached show that ***/***** ***** signed for and acknowledged, not once, but twice that they received the correct mattresses. 
  
  
  

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