ComplaintsforMattress Avenue

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a doctor greens mattress at this facility oh, just found out this mattress comes in a box. The first mattress that I received would not lay flat and was defective. I waited for the second mattress and it arrived with a gray dirty spot on it and some grease spots. At this point the owner tried to offer me some pillows a mattress cover and some sheets. I read the manufacturer's warranty and it will not warranty a mattress if it is stained or dirty so how deceitful is this man. He then tried to offer me a black Beautyrest mattress that he said cost 2599 because he was being a kind soul. When this a third mattress arrived at my home it was not what he promised me and it was a close out mattress that was worth 1295 and even some places were taking offers. The mattress was discontinued in 2018. When he delivered the third mattress I told him what in the world was he sending me and he said this is a better mattress than your first one. This man is a wonderful liar and I am a widow and I think he's taking advantage of me. I right now have a black Beautyrest Desiree firm mattress on my bed which I did not pay for it and I do not want and it hurts my back. There are no signs in his facility stating no returns but once you pay for your mattress it is on your receipt on the back. At this point I feel I have no trust in this facility and have really been scammed with a bunch of lies and I do want my money back I do not trust this man.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/10) */ Contact Name and Title: Darrell V. -CEO Contact Phone: XXX-XXX-XXXX Contact Email: *****@MattressAvenue.com After our delivery team delivered and setup the mattress and Adjustable base that the customer ordered from the manufacture, she signed the delivery slip in the box that states, "Customer Acknowledges items have been inspected and are in good condition and good working order". ( See Exhibit A ) Later that day she called and said the mattress is defective. She stated that the mattress would not lay flat. What she was referring to was when the mattress on the adjustable base was in an upright position, the mattress padding would have a ripple affect, Bunching of the padding. We explained that ALL Mattresses used on an adjustable base would do that because the mattress is being Bent in several places, and the mattress would flatten out when the Adjustable base was put in the flat position. We explained that the mattress is covered under a 20 year warranty and we would handle any issues. Needless to say, we called the manufacture on her behalf and without hesitation or question they sent out a replacement . Then after our delivery team picked up the original mattress and replaced it with the new one, she again signed the delivery slip in the box that states, " Customer Acknowledges items have been inspected and are in good condition and good working order". ( See Exhibit B ). Later that day she called and said the mattress is defective. She stated that there are small grey spots on the fabric of the mattress. We then said we would order her another one and for her inconvenience we would give her a $300 bedding set that included, pillows, sheets, mattress protector. Meanwhile, we inspected the first mattress and nothing was wrong with it, and it did lay flat. We also inspected the second mattress and it also had nothing wrong with it. She was very upset and hesitant on ordering a 3rd mattress from the same company and felt that they, ( The Manufacture ) was doing this to her on purpose. I then assured her that the manufacture was not doing any thing "on purpose" and offered her an upgrade from another manufacture , a much more expensive mattress at no additional charge. She was so happy and thanked me for going to bat for her and she couldn't wait to get this new mattress. Then just like the first two times, the Delivery team delivered and setup the new mattress, and again, signed the delivery slip in the box that states, "Customer Acknowledges items have been inspected and are in good condition and good working order". ( See Exhibit C ). She then called later that night and was upset because she looked online at another store, and that store stated that the mattress was "discontinued " She admitted on the phone that nothing was wrong with this mattress at all, but she was upset that another store told her it was discontinued . I explained to her I have been in the mattress industry for 27 years and its common for stores to discontinue mattresses all the time and that "discontinued " doesn't mean anything, that a mattress is not like a gallon of milk with an expiration date. So at this point we have exhausted all measures of excellent customer service, and went above and beyond for this customer ,including three trips to her house at no charge, offering her $300 in merchandise for her inconvenience , and lastly, before she filed this complaint she agreed to receive her original mattress she purchased along with a $400 refund., and this is her response by filing a complaint. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all this guy is such a liar when the first mattress was delivered I asked the delivery guys why the mattress wouldn't lie flat and it wouldn't lie flat when the base was completely down. The driver told me oh once you sleep on that it'll go away. I called Darryl immediately and he told me the mattress was defective and I even took a picture of the tag on the mattress and he said he would order me a new one. When the second one arrived I noticed there was a gray spot on it plus some grease spots I said to the delivery team I hate to bother you but this mattress is dirty the driver took a picture of it and send it to Daryl and we even call Darrell he said he was on the phone yelling at the company for the second defective mattress. At this point I was very upset and I didn't want to make a decision. I even asked him are they sending me floor models don't these people inspect these mattresses. The next day he offered me $300 in supplies which I already had and then he offered me a black beauty rest mattress that cost 2599 but he said he was being so nice that he wouldn't charge me anything. When this mattress arrived it was white and it wasn't black and color and I thought to myself boy desist I lie so I got online and even talk to a Salesman in this mattress is a closeout of 2018 and sales for 1299. Plus the first mattress I ordered dr. Green's comes in a box and is also a closeout and cells for 1199 and he charged me a 1699. When I told him that this mattress was firm and too hard for me he said he would come pick it up and give me $100 off of the dirty mattress and he thought that was a wonderful deal knowing that a dirty mattress I would not have a warranty what a pathetic person he is. Now I have a mattress that I don't have a receipt for and no warranty that is on my bed. If you don't believe me that he is a liar I have all of the text messages between me and him and I can definitely send them to you and prove that he lies Business Response /* (4000, 9, 2022/04/13) */ First of all we haven't lied at all , and we can provide copies of the text messages as well. WE addressed her issues with the first mattress, then the second mattress that was defective, and gave her a 3rd mattress that is 100% Perfect and there is nothing wrong with it. Just because it was discontinued does not mean a thing. It's not like a gallon of milk that has an expiration date. Second of all, Dr. Greene is NOT discontinued and is available to purchase from Dr. Greenes website for $1199 and ships to her in a box and is left on her doorstep ... Of course this does not include : Delivery and Setup, and Removal of her old Mattress and Box Spring. As well as the $899 Adjustable base that she purchased and did not mention to you. A total of $2098 for merchandise that she paid $1699 . Also, to mention again, she signed all 3 delivery slips that states in RED INK: " customer acknowledges items have been inspected and are in good condition and good working order". Consumer Response /* (3000, 11, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all that adjustable base was free it was not $899 as a matter of fact that's the cheapest base there is Mattress Firm sells them for $300 and that bass came free with the 1699 mattress. Of course I signed papers all three of them because the driver asked me to sign the paper and I had no idea what I was signing and I certainly didn't read it. As a matter of fact he said sign this and he dashed out of the house. The doctor green mattress is marked down 1199 because it said it's discontinued and yes you can get it on the website. This last mattress that was delivered I have no receipt for and I have no warranty even if I wanted to keep it I have nothing to back it up. When I ask for the warranty the driver told me that you had to call the manufacturer oh, how can I call the manufacturer if I don't have a receipt in proof that I have their mattress also the owner told me he would get me the warranty and I'm still sitting here with no warranty and no receipt. As far as inspecting the mattresses yes the first one was defective and he even had one defective mattress on his floor model that he told me was defective because people sit on it too much. Yes he does lie he told me he was going to give me a mattress that was worth 2599. I even sent him a link showing him that I can buy that mattress for 1299 so where exactly did he buy that mattress for 2599?

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