• Report: #925394
Complaint Review:

Mattress Firm

  • Submitted: Fri, August 10, 2012
  • Updated: Fri, August 17, 2012

  • Reported By: Ann — Savannah Georgia United States of America
Mattress Firm
5500 Abercorn St. Internet United States of America

Mattress Firm We bought two mattress sets because the salesperson & manager stated the mattress sets had a 20 yr. warranty Internet

*UPDATE Employee: Warranty issues

*Author of original report: Update from the original reporter.

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Receipt #0728204BVRX On 7/28/12 we ordered two mattress sets with the understanding that the mattress manufacturer (Tempur-pedic) gave a 20 year warranty for those sets.

When they were delivered 8/09/12 the mattress manufacturers warranty included was only for10 years. We called the store twice the same day. First I was told that Mattress Firm would guarantee the extra 10 years. After thinking it over we called again stating that we only wanted a manufacturers guarantee not a store warranty, and Monica (manager ??) stated that the company that made the mattresses would be giving us a new 25 year warranty and that they would be letting us have it within a week or they would refund our money completely. I called the company, Tempur-pedic, that made the mattresses and two levels of Customer Service stated that the change in the warranty would take place after Sept. 1 some time and that it would be only 20 years for our mattress sets. Tameka in Customer Service stated that the change would not be retroactive for customers who bought before Sept. 1st.

Understandably upset, we personally went to Mattress Firm and they threatened us with security because we, two senior citizens, were upset. They said we were disturbing the customers. However there were no customers in the store. Monica stated that the Tempur-pedic sales representative, Mr. Denton, had stated that the company was coming out with the new warranty and that Customer Service didnt know about it.

The District Manager, Charlie Taylor, was called. Both he, Monica, and another salesperson again said they would give us a 25 year mattress company/manufacturer warranty retroactive to June 1st. within a week or refund our money with no restocking or delivery fee when they picked up the mattress sets by Thursday, August 16th. However they refused to give that statement in writing. They did promise to email that statement in writing immediately. We have not received the email.

I don't believe we are going to get any satisfaction from the local store as they misrepresented the length of the warranty according to the manufacturer in the beginning. The existence of a retroactive 25 year warranty was presented to us only after our second call.

I hope that we can arrange to have the mattress sets picked up immediately as I don't believe that Tempur-pedic will give us the retroactive warranty.

This report was posted on Ripoff Report on 08/10/2012 10:41 AM and is a permanent record located here: http://www.ripoffreport.com/reports/mattress-firm/internet/mattress-firm-we-bought-two-mattress-sets-because-the-salesperson-manager-stated-the-ma-925394. 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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Updates & Rebuttals

#1 UPDATE Employee

Warranty issues

AUTHOR: MATTRESS FIRM - (United States of America)

We are very sorry to hear about their situation. Mattress Firm strives to offer the best service possible for our customers. Please give us the opportunity to clarify this issue with the warranty for your Tempurpedic beds. Please contact our customer service/ warranty department at 866-942-3551. We will contact our National Tempurpedic Representative to make sure your situation gets addressed.
We look forward to hearing from you.

Very respectfully,

Customer Service/ warranty department
Mattress Firm, Inc
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#2 Author of original report

Update from the original reporter.

AUTHOR: Ann - (United States of America)

Although we did not receive a reply from Mattress Firm Customer Service or the written statement from Monica as of Monday, August 13th, we did receive two phone calls.

a. The Tempur-pedic Sales Representative, Mr. Denton, called us this morning, August 13th, and promised us a written 25 year Tempur-pedic warranty.

b. Charles Taylor, the Mattress-Firm manager, called us at lunch time and discussed how we could all reach an agreement.  I informed him I had not as yet received the email promised last Thursday and a phone call could be from anyone.  He was very cooperative & understanding.  He offered to pick up the mattress sets today and refund all money paid. At his suggestion we visited another Mattress Firm store where we were assisted by Mathew Bossick.  Mr. Bossick was very knowledgeable and helpful.  If our new mattresses arrive as scheduled next week, we will count ourselves very satisfied.

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