Complaint Review: Sack Time
Sack Time Sack Time Inc Spend $11000 and they do not stand behind their products Scottsdale Arizona
On October 1st, 2015 we purchased 2 x Twin XL Heirloom Mattresses costing $3,999 Each.
Summary of issue:
The issue of this complaint is simple. We bought a mattress that was replaced by Sack Time for being faulty ( turned out that wasn’t the case in the end), Sack Time advised us to take an alternative mattress they would manufacture for Petra. They failed to recreate the mattress they promised to make. They made express warrantees and verbal guarantees that the mattress they would make for my wife would be exactly as she wanted. Soft and comfortable. Petra was unable to actually try the mattress in the store before agreeing to the replacement but the owner, Ziva, was adamant that due to her expertise in the industry and her experience and knowledge that she could guarantee that Petra would love the new mattress without the need to try it.
Sack Time failed to meet their guarantee since the mattress they delivered was not only incorrect in size but also very very firm. Petra slept on the mattress for one night and suffered the entire night of restlessness due to the hardness and bouncy nature of the bed. Victor agreed to sleep on the bed for a night and he too suffered the same issues. The bed was extremely hard.
Sack Time agreed to remake the mattress to make it softer and the correct size and delivered it. Again the mattress was extremely firm and bouncy making sleep an impossibility. We were told that no more help would be given.
Through no fault of our own, we were thrown into a situation that got progressively worse not better and the store owners refuse to assist further even though this issues was of their and their inspector’s doing and not ours. The bed has caused my wife weeks of suffering and pain and sleeplessness.
As a result we have had to buy a new mattress for her at great expense and we are left with a useless mattress we were stuck with out of no fault of ours. We relied on the owner’s representations, expertise, experience and advice and as a result we have been damaged.
We demand a complete refund for both mattresses in the amount of $7998 and our reasonable expenses incurred to bring this suit against Sack Time, Inc.
On or about or before July 14, 2016 we contacted your shop to inform you that my wife’s bed was making loud squeaking noises. It took you more about 30 days to finally have an inspector who works for the Manufacturer to come to our home and inspect the mattress.
At the time of his inspection he noted that the bed was faulty and the Manufacturer authorized its return. At this time Tahnee informed me, Victor, that they would come and pick it up and if we wanted to come choose another bed we could do that and use our credit toward a new bed.
We came to your store where Nicolas works on Scottsdale Road and told him what transpired and the outcome Tahnee relayed to us and he asked if we were satisfied with the same bed or if we wanted to look at other options. My wife, Petra, said that if she had the choice she would choose another bed. The one Manufacturer picked up was just fine in terms of softness but there were many rosettes in the bed and they poked her shoulder while sleeping.
Nicolas said that is was absolutely very important that she is completely happy with her mattress and said that he wished he had known earlier so he could have helped her earlier. He then went on to say that she shouldn’t have a coil mattress anyway because of the negative health impacts coils have on the body and sleep. He explained that electromagnetic waves are amplified in these beds and that negative energy is focused in the body on the bed so a coil-less solution was imperative. My wife was grateful for Nicolas’ advise. We were both very confused why they would sell us a coil mattress knowing negative information they just told us and Victor now wondered why he also was sold a coil mattress and not advised of this prior to its purchase, nevertheless, my wife agreed she should then not have a coil mattress. Nicolas suggested that we travel to their other store where his wife Ziva worked to make a selection. They simply had more options at that store. We followed his advice and went to see Ziva.
We met Ziva just minutes away at their other store and proceeded to explain what we were there to accomplish. Ziva said that she was happy to exchange for a new mattress and that she wholeheartedly agreed that a coil mattress was a very unhealthy option.
My wife again explained that the rosettes on the bed the manufacturer picked up were causing her discomfort but the softness of the mattress was just fine, Ziva showed my wife another Heirloom mattress with less rosettes. However, My wife was now disinterested in a new coil mattress in light of the advice offered by Nicolas and supported by Ziva.
Ziva led us to an area to show us a specialty mattress she could offer that she said she would have custom made that was coil-less. The one that she did have in the store, however, was too firm. My wife was very specific that due to her health issues that she must have a soft mattress like the one the manufacturer took back. Ziva went on to say “ I guarantee you that I can make a mattress as soft and comfortable as the Heirloom without rosettes and you will love it!” My wife was very concerned that since she couldn’t try it out that she might not get what she wanted but Ziva was insistent that her experience and decades of knowledge would ensure the perfect outcome with complete satisfaction.
Petra relied on Ziva’s representations and went with her suggestion to order the replacement Latex bed.
When it arrived and was delivered we immediately noticed that is was too tall and extremely firm which was NOT what we were promised. We contacted Ziva who agreed to come out to our home and assess the situation. She arrived on a Saturday and recognized that the mattress was too high but claimed it was soft. We do not believe that anyone other than an employee of this store would agree this mattress is soft. We are not unreasonable in our expectations nor wish for them to just make the mattress we were promised.
We then pointed out that the base of the bed was the cause of the noise and not the original mattress the manufacturer’s inspector claimed. We did not mention anything to Ziva further about the base but on her own she offered to replace the base, even out of warrantee, and she did that. We never once insisted she do so.
At this point Ziva agreed to have the mattress made softer and shorter as originally ordered. She asked us if we wanted something else or if she should remake this mattress because it would be the last time she could help us. Well they didn’t bring the mattress they promised to begin with so why are we suddenly at the end of the line? All along their promises and guarantees were relied upon and they never made good on those promises or guarantees. So it made no sense to tell us that we were at the end of the help line. We didn’t ask for this problem and they failed to make it right.
We were told that we could have another mattress or have this remade. We didn’t know what to do so Ziva said not to worry, she would make this one much softer and it would be okay. Well it wasn’t okay and they just stopped helping us.
The new mattress arrived and it was exactly the same hardness and bounciness as the first. We were told that the last mattress remake was the last time they would assist us to resolve this matter.
As of this point we have had to replace these $4000 mattresses with new mattresses until I was told by Nicolas that we don’t want coil mattresses, also the alternative non-coil natural mattresses we found were not the same height. So in order to get a size match we have had to replace both mattresses.
My interactions with Tahnee, the “Manager” who was never present at either the sale nor the “fix” stages has proven to be only combative. She claims to know what happened but in fact her only interactions have been to set up the inspector ( which took a month) and to claim to have firsthand knowledge of us and our greedy “can’t be satisfied” ways.
They knew very well that my wife has health issues and needed a calm soft mattress. They claim that their sales ticket says “All sales are final no refunds” means that they can sell us anything and we are stuck with it. I don’t believe that the court will find such a policy to be legal nor fair.
We relied upon their expertise, advise and industry knowledge to guide us to make these decisions. They failed us.
My wife has been damaged both mentally and physically being forced to sleep on this bed. We had no alternative for her to sleep on until we received our new mattresses and she has suffered weeks of sleepless nights and back pain and shoulder pain associated directly with the use of this mattress.
We will ask the court to award us damages of $7998 and for the defendant to collect the two mattresses. The mattress they gave to my wife is still “AS NEW” and they can mitigate some of their costs selling it.
This report was posted on Ripoff Report on 09/29/2016 11:43 PM and is a permanent record located here: http://www.ripoffreport.com/reports/sack-time/scottsdale-arizona-85254/sack-time-sack-time-inc-spend-11000-and-they-do-not-stand-behind-their-products-scottsda-1330880. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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