• Report: #870676

Complaint Review: Adjustable Beds Direct

  • Submitted: Wed, April 18, 2012
  • Updated: Fri, October 19, 2012

  • Reported By: Scott — Adrian Michigan United States of America
Adjustable Beds Direct
Dalton, Georgia United States of America

Adjustable Beds Direct Adjustablebed.tv Failed Customer Satifaction Failure to Expedite Exchange of Defective Product Dalton, Georgia

*Consumer Comment: Tape conversations w/company representatives

*UPDATE Employee: 100% Satisfaction Of Product Achieved.

*Author of original report: Yes they did finally deliver, only after a constant effort on our part.

*UPDATE Employee: We Promised & Delivered 100% Satisfaction!

*REBUTTAL Individual responds: We Stand By Our Policy Of Satisfaction!

*Author of original report: Continued Refusal to Exchange Mattress and Honor Warranty

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First of all, I want to make it clear that I am happy with the product. The issue is with the willingness of the company representatives to resolve a discrepency regarding the sleep trial / warranty. I purchased their top of the line Split King Adjustable Bed with mattress. This consisted of two separate mattresses of a medium firmness. One mattress was too firm for my wife given her weight. We fullfilled the requirement of the sleep trial and exchanged the mattress for a softer mattress. Up to the arrival of the exchanged mattress, satisfaction was achieved. The new mattress arrived and had some acceptable differences compared to the original mattress (new mattress was from a different manufacturer). However what was not acceptable was the gross difference in the dimension of the exchange mattress. The exchanged mattress was approximately 2 inches less in height and several inches shorter (head to toe). [continued below]....
..... Now the ordeal to correct the situation starts. We contact the representative / sales person from the initial purchase, explain the situation and we are told to wait 24 to 48 hours the mattress will expand. Ok, since it was vacuum packed for shipping, as was the original purchased mattress, noting the original mattress came at the proper length without waiting the expansion period. Anyway the mattress did not grow several inches and we are told to continue to "wait and see" and told to drape the mattress over something in order to influence the mattress to stretch to the proper length. I am skipping the details of phone calls, emails, passing the buck to another representative, referrals and finger pointing since the company used a different manufacturer. Which in itself is odd since this company claims to be a "Factory Direct Manufacturer". The representatives are more than willing to try all options with the exception of the replacement option.  It has been four days and the mattress still has not grown the several inches in length nor raised to the hieght of the other mattress. Of course the representative is committed to our satisfaction as long as it does not include an exchange of this obviously defective mattress or addmission of responsibility. Bottom line the ordeal to correct a defect and hold the company to it's warranty and gaurantee promise is a deal breaker in my book. For this "after sale" business conduct, the company receives a thumbs down and I will not consider or recommend any purchase from Adjustable Beds Direct.

This report was posted on Ripoff Report on 04/18/2012 11:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Adjustable-Beds-Direct/Dalton-Georgia-/Adjustable-Beds-Direct-Adjustablebedtv-Failed-Customer-Satifaction-Failure-to-Expedite-Ex-870676. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Tape conversations w/company representatives

AUTHOR: Carol AC. - (United States of America)

In reply to consumer re: Adjustable Bed. Direct issues w/mattress and their reienerating thru the conversation it was being recorded when you reminded them of their promises, warranties they stated etc...   I ALWAYS tape my conversations for any business dealings incl ordering in person, via phone for reasons such as this...when an error occurs...and is the company's error..9 out of 10 they will deny what you remind them what they said during your original calls-contact.

It is very sad we live in a time that no longer does someone's "word" mean anything anymore.  Yes...it is legal for anyone to tape someone so long it is between you and the direct other party...& NO you do NOT have to inform them they are being taped either.  However, if their is a Third Party listening-taping then you cannot do that w/out advising the other party directly involved that their is a Third Person listening-taping.  Consumers can go Onlline and check what their State Law says re: taping someone.  You can put i.e. "tape phone conversation legal in New York?".. and it will direct you to your State's Statutues..

The company rep is telling you about the call being taped when your trying to remind them & get what they promised because if push comes to shove someone listening to that has impression the company rep has more clout to "their side of events"..because of them reminding you then must be true.  NO!

Anyway hope this helps but CONSUMERS...TAPE YOUR conversations during your original discussions and any follow up incl if any issues after receipt of your item(s)...then you can remind THEM you have these taped conversations w/that company's representatives...etc... Interesting how fast things change.

Good Luck...:))
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#2 UPDATE Employee

100% Satisfaction Of Product Achieved.

AUTHOR: Kevin - (U.S.A.)

In defense of Mr. Schneider's response. Im not sure why it took me finally posting results to get an answer from Mr. Schneider after 3 months, but that's fine.  Let me defend myself now being that he is happy with the company and products BUT not happy with me as he states. Here is the honest truth which Mr. Schneider most likely does not know because he's often away from home, as he states. Having a report on this site does not look good for any company, so me calling Mr. Schneider to ask him to please update the results is a normal thing any company would do, not out of the ordinary. The problem which Mr. Schneider has not reported is that i indeed tried to email him several times, We have copies and dates which total 4 emails asking him to please call me to update the resolution with ZERO response or call backs. After not being able to get an email response and ONLY then did i call his home and speak to his wife, Who ASKED me to call Scott directly and speak to him, but at no point did Scott or his wife ever tell me NOT to call him at work ... In fact this is the number provided in all his responses. In anycase, i finally did reach Scott at work and he assured me that he would go into the site that night and update the results and i thanked him and hung up. Now... a month passes and no updates at all on this site. I called Scott at work again and left a message for him to call me back and the person answering said ok he will call you as soon as he's back from lunch .. I waited patiently ... Now another 5 days passed and no phone call from Mr. Schneider, Hence my last phone call to him where they told me he was in a different division and would get him the message to call me. These calls were at least a week apart, These were NOT harrasing phone calls - Now i understand, when this all started... I could not get back to Scott in a timely manner because I DID INDEED go on a family planned vacation for 6 days and called him the day i got back. (This is when he posted all the complaints, while i was away and couldn't help him) But it was no more than a 7 day period and the second i got back he was my first priority and i called him and verbally apologized sincerely to Mr. Schneider and told him verbally i would do everything in my power to make this right at no cost to him ... he does not mention this anywhere .. I also told him that because i was helping him when i left i was fully aware of the situation and wanted to help him myself .. which i did when i returned. Im not trying to get into an argument with Mr. Schneider here all im stating is it's not exactly like he states. I only called his job 3 times total... First time i spoke to him & the other 2 times i left messages for him, and he never called me back which is not my fault ... If anyone should be unhappy it's me for doing the right thing as he states... he's happy with the product and company now... just not MICHAEL ... I was doing my job as a manger trying to reach him without success. Oh on another note .. Our BBB A+ Rating has been there since 1981 - Im assuming he searched the wrong company name because the BBB is certainly not going to hide our name and then add it ... Thanks again for your understanding and im Ultimately glad we could get Scott and his wife the correct products. If you read my original response, The reason we sent him a mattress from another factory who is one of our affiliates is because they were in Michigan and they could go into the store and see the products and try to see what they liked. We did this as a favor. This is not the normal procedure. So getting mattresses from different manufacturers is NOT accurate at all ... It was done in this special case due to the circumstances as a favor to his wife ... She was happier going into the shop and trying the exact mattress she liked and the result was satisfactory! I hope this puts an end to this and we can all move forward and enjoy the products ...
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#3 Author of original report

Yes they did finally deliver, only after a constant effort on our part.

AUTHOR: Scott - (USA)

 Ok, yes Adjustable beds did deliver, finally. And to try not to get into a deep "tit for tat", less clarify and close this ordeal. You can read the dates from the first report to the last and make your own decision of an appropriate timeline towards honoring a satisfaction guarantee. Now although we have an acceptable replacement mattress (for sleeping) we do not have matching mattresses (they each came from different manufacturers). Even though the web site says they offer soft, medium and firm, if you wish to have a soft and firm mattresses you may not get them from the same manufacturer. Mr. Peterson left out the part, where he went on vacation and left no one to handle our account resulting in nearly two weeks delay (refer to his timeliness statements) . Yes he did let us keep the other product, ONLY after he was informed that we were not AGAIN going to incur the shipping costs of returning the product. I am not sure where he received the A+ Better Business Rating, since the BBB had no file on his company when I notified them.

  Mr. Peterson is aware that I travel out of country for work and is aware of the sensitive nature of my job. He had been informed several times and understands that email is the requested only form of contact yet continued to make phone calls to my employer. And because of this I was reprimanded and have since moved to a new employer. Is this the actions of a reputable person you want to do internet business with? As I have stated before the product is worth the purchase. Is Mr. Peterson worth your business? That is your decision, maybe ask your employer what they think. Be sure to read all the report traffic before you decide and what ever you do, don't give out your work number. Note also he called my employer NOT for payment (I paid in advance) but to coerce me to write about how great Adjustable Beds is. Excuse me if I made it look like I had an issue with Adjustable Beds when it was with the service I received from Mr. Peterson. I am done.
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#4 UPDATE Employee

We Promised & Delivered 100% Satisfaction!

AUTHOR: Michael - (United States of America)

My name is Michael Peterson and this customers product was replaced for no charge 3 months ago... We only feel it's fair to let the public know that after speaking with Scott and his wife and inviting them down to our partners showroom in Michigan and allowing Mrs. Schneider to try replacement products herself, She found a product she loved and we manufactured it and delivered it to her home free of charge. This resulted in a 100% satisfaction in her husbands complaints on this website. The only thing that bothers us is that there was no problem posting complaints and making us look bad, which is not the case at all, But after all we did to make this customer happy at NO COST to the customer and also letting them keep the other products they didn't like as well, They said willingly that they would come back here and post that we did the right thing and they were extremely happy & satisfied.

As of today we have called Mr. Schneider several times asking him to update the complaints and he ignores our calls, His job says he is no longer employed there and when we call his wife she tells to speak her husband?

At this point I just hope people reading this know that we took care of the people with 100% satisfaction.

Also take into consideration that this is ONE complaint and we have been in business since 1981 with an A+ Better Business Rating. We never did anything wrong to these people and replaced the one defective mattress in an extremely timely manner. This customers complaint was mainly due to the time it took to get back to him which we also feel was in a timely manner. Thanks in advance and call us if you have any concerns about this customer complaint post. We will be glad to tell you exactly what occurred and how we handled the issues ...

Michael Peterson - National Sales Manager
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#5 REBUTTAL Individual responds

We Stand By Our Policy Of Satisfaction!

AUTHOR: Michael - (United States of America)

Not all of the customers report is accurate. We actually let the customer return (exchange) the mattress after a week of having it, instead of the manadatory 60 days out of pure compassion and courtesy to the customers needs. My name is Michael, I sold the bed to Belinda, Scotts wife and I have never once told her I didn't want to help her. We always take care of all customer service in a timely manner and as you read from Scott's post he is happy with the products, just not with the service completely.

Today, I called Scott and explained that I was on vacation with my family from April 19th thru April 24th today and I apologized we lost 6 days with me being away, but I did attempt to help before I left. And I promised him complete satisfaction today as well, I was more upset at the fact he posted to ripoff report when this is not a ripoff issue and ripoff report does not remove reports no matter what ... No one got ripped off here folks!

When I found out the mattress was not expanded all the way at the foot, as requested from the shipper we simply asked Belinda to wait a few more days just to be absolutely sure the mattress is given a full 72 hrs to expand. I never said I wouldn't help replace the mattress a second time if needed. I ordered her the mattress as a favor from a partner that was in her state of Michigan as an attempt to get it to her faster as good customer service. Belinda and I both agreed this would work fine. When she got the mattress, the only complaint was it did not expand all the way, a simple customer service Issue. Which we are working on to replace ASAP - Thanks for your understanding - Michael.
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#6 Author of original report

Continued Refusal to Exchange Mattress and Honor Warranty

AUTHOR: Scott - (United States of America)

Here is an update, which hopefully will give more insight as to what this company offers after the sale. Let me first add that this company's reps like to keep telling you that they record all phone calls when you challenge them on their promises, so use emails as much as possible. Let me clarify my reasons for a lack of patience with this company. My wife recently had multiple back surgeries, any one with back issues will understand. We believed a memory foam mattress would be the best choice we ordered a medium firmness split king adjustable bed. My wife's weight was not enough and a medium was too firm. So we did an exchange for a soft mattress only after we had satisfied all the requirements for an exchange (60 day sleep trial). The company acknowledged this by doing an exchange.

However this is where the company's self proclaimed fine reputation goes downhill. The company rep informs us that once Adjustable Beds Direct receives our mattress to be exchanged (we paid the shipping) they will then ship a new mattress and we will receive this new mattress in 7 to 10 business days. Ok this is pretty much industry standard for shipping. On 26 March 2012, an Adjustable Beds Direct rep signs a Fed-Ex receipt for delivery of the mattress to be exchanged. On 10 April 2012, my wife calls our rep to inform him we have not received our new mattress (free shipping). He apologizes and says that he forgot to order the mattress and adds that the new mattress will be shipped from a different manufacturer. On 16 April we receive the new mattress. It is too short (head to toe) and not as tall as the other mattress (we have a split king style). Our rep says to wait 24 to 48 hours to allow for expansion (it was vacuum packed). At 72 hours still no change, we are told to drape the mattress over something and let the mattress stretch itself (?). Numerous emails and phone calls later. The company rep wants to continue with tests to manipulate this mattress into growing to the proper dimension. We are not happy, the rep says he is willing to do what it takes to make us happy. But another exchange is not what he is taking about. Since he ordered the mattress from another manufacturer, he tells us we need to deal with them regarding the mattress. We tell our Adjustable Beds rep we want a new mattress. The rep has cut off communications. A couple points to add. On 18 April 2012 the rep sends an email and says he has not received the original mattress and asks me to return it. I reply with a copy of the delivery receipt from Fed-Ex dated 26 March 2012.  The rep then gives us the option of him sending back our original mattress, but not a soft firmness rating due to the fact that they do not offer that model in soft. Odd thing is when I initially ordered the mattress, I was offered a soft firmness and the Adjustable Beds Direct website advertises a soft model. I have emails to verify my claims. This is a sample of what you may face if you order from Adjustable Beds Direct.
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