Mattress Firm ripoff No customer service- Defective mattress injured 3 year old child Greensboro North Carolina
I recently filed a claim regarding a Stearns and Foster king size pillow top mattress that I purchased from Mattress firm. The reason for my claim is that a piece of wire was sticking through the fabric. We only noticed it because one day while my three year old son was getting off the bed he suffered a 6-7" slice down his torso.
Although the wound bled a lot it did not reguire stitches. I immediately notified the store where I had purchased the $1200.00 set of bedding and after filing some forms they agreed to replace it. However, I would have to pay $50.00 in transportation costs!
The day the delivery arrived at my home my wife was there to accept delivery. The delivery men were reluctant to make the exchange due to there being two stains on the mattress. One a juice stain and the other the blood stain from my son's injury. Eventually, they agreed to make the exchange. However, the store informed my wife that due to the stains we would not receive any warranty with the new mattress and that we were lucky to be getting a new mattress at all.
The Mattress Firm warranty does state that the mattress being exchanged must not be stained or it voids the warranty. Given the circumstances, we were furious.
I attempted to follow the proper channels in management in hopes of finding someone who had some common sense.
However after 5 calls it became apparant that they all read from the same script. Not only are they not willing to provide a warranty, but not one person ever apologized for the problem with the mattress or for it causing my son to be hurt. In fact, not even the district manager apologized even after confirming that he had seen the blood stain.
We are talking about a customer wanting a warranty, we are not pursuing any other action at this time. Do they not think that this could be pursued with minimal effort. We think that we are more than fair in simply asking for this to be warrantied.
Simply stated, I purchased a mattress that was defective and caused a personal injury. Replace it and provide me with the warranty I received when I purchased a product that I assumed was new and properly manufactured.
Chris
Thomasville, North Carolina
U.S.A.
4 Updates & Rebuttals
Chris
Jamestown,North Carolina,
U.S.A.
Horrible customer service in response - sick of people who fail to take responsibility for their mistakes
#5Author of original report
Tue, October 18, 2005
I am so happy to see that mattress firm responded. The soil on the mattress if she were at all concerned was blood. Blood that came from the gash in my sons stomach. The gash that was created by the protruding piece of metal from the defective mattress. I am so sick of people who fail to take responsibility for their mistakes. All I wanted was a replacement mattress with a warranty and an apology. I could have pursued this through the courts like so many people do, however I do not choose to do so at this point. It is time to assume responsibility and back what you sell with some common sense and stop being so dishonest.
Tanisha Mihos
Roswell,Georgia,
U.S.A.
Customer Care Manager ..manufacturer will continue the warranty and we wish you well
#5UPDATE Employee
Wed, July 21, 2004
Thank you for allowing us to present our input regarding this issue.
Prior to proceeding with all of our warranty claims, the consumer receives a warranty letter which details what is and what is not covered under the manufacturer's warranty. Prior to this replacement, I sent a confirmation e-mail to consumer advising that "due to strict guidelines of the state and the manufacturer, we are unable to warrant any bedding material that is stained, marked, wet or torn." This is also stated clearly in the warranty card provided to the consumer. We, unfortunately, was not advised of any juice or bodily fluid stains until our delivery team was at the consumers home. This put our driver's in a precarious situation because they are not allowed to retrieve any items that are stained. I took responsibility and advised our driver's to remove the item and replace it with the new mattress. I immediately followed up with the customer to advise that based on the fact that the mattress was soiled in several places, his warranty would no longer be valid.
We apologize for the cut that our customer son received. We wish no harm to any of our customer's.
We are happy to hear that the manufacturer will continue the warranty and we wish you well.
Chris
Thomasville,North Carolina,
U.S.A.
never apologized, but..
#5Author of original report
Wed, May 26, 2004
Mattress Firm never apologized. The manufacturer(Stearns and Foster) apologized on their behalf.
Chris
Thomasville,North Carolina,
U.S.A.
Mattress Firm emphatically apologized
#5Author of original report
Wed, May 26, 2004
Update: Just hung up the phone with a woman at Stearns and Foster named Clarita who advised me that Mattress Firm was incorrect and that the manufacturer would provide the warranty. Clarita emphatically apologized on behalf of Stearns and Foster and Mattress Firm.
If anyone from the corporate office of Mattress Firm reads this, I would encourage them to focus some attention on the way their employee's handle customer's after the sale. I am relieved to have what I consider was due me as far as a warranty. But until I receive an apology from Mattress Firm regarding my son, I will continue to let everyone who will listen know about their lack of concern and customer care.