ComplaintsforCBUS Mattress

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please refer to uploaded supporting materials, especially the pdf document entitled, "BBB_Complaint_CBUS Mattress and Furniture_1.17.22." Complaint nature: health and safety concern, active safety recall, unsatisfactory resolution process by salesperson/owner (*** *********)

  Business response

  01/24/2022

  Greetings BBB,

  Please see our response to the customer complaint from **** *****.

  In our written response, we have made some exceptions to our policies and would ask that the BBB take caution in publishing the details of the exceptions that have been made.  We are attempting to resolve an issue with this specific customer and would not like future customers to see these previous exceptions that have been made and think they can argue and ultimately get the same thing.  

  Please let us know if you have any questions.

  C*BUS Mattress

  Customer response

  01/28/2022

  • *** has not addressed his advertised mattress "cooling technology" that fails to keep the purchased mattress from sleeping unbearably hot.  
  • *** is able and willing to disregard three foundational policies of the "120 Night Comfort Guarantee."
  • *** has not provided an explanation for the deficit in funds, not linked to ANY charge, from the purchased mattress to the mattress I selected for an exchange that he agreed to, a mattress with LOWER VALUE as compared with the purchased mattress. 
  • The customer was NOT given ANY information regarding a “1 Year Non-Prorated warranty” at the time of purchase or delivery of the bed frame and NO WAY for me to verify this claim.
  • As the bed frame does not retain its original serial number, and the producer is still not known, there is NO WAY for me to verify ***'s claim that the bed frame was not part of the active recall. 
  • *** uses deceptive practices to prevent the customer from possessing a "120 Night Comfort Guarantee" in paper format. 
  • *** has not provided an explanation of his unprofessional, overtly manipulative behavior that he employees in his 'private appointments.'
  • The scheduling of overlapping appointments that *** uses to claim that I was 'argumentative' in front of another customer is unacceptable. 

   
  

  Business response

  02/09/2022

  Good Afternoon,

  Please see the attached file for our written response (020922 BB Complaint Response) and also the attached invoice showing the mattress that Mr. ***** selected on his follow up visit on 1/15 that we are willing to offer him at $0 in an attempt to remedy this issue.

  Thank,

  ***

  Customer response

  02/11/2022

  The business has not provided any requested information to validate their clams of the purchased mattress possessing 'cooling technology.'

  The business has not provided the details of the purchased bed frame: manufacturer name and contact information, original serial number, and original shipping invoice from supplier.  

  The business has also not provided the attatched documents that it refers to in the previous message. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩