November 8, 2014 I was looking for a mattress at Mattress Discounters. Dennis the sales person asked me what I was looking for and I explained I had a bad back and needed a good mattress that would hold up and support my back. I explained my current mattress was only 4 years old and I was having issues with the mattress.
He directed me to three mattresses and told me those were the only mattresses I should be looking at if I had a bad back. He also began to do his sales pitch regarding his companies policies on insuring customers are happy with their purchases and I would have a 10 year warranty with his company if I had any issues what so ever.
I selected a mattress and paid $929.66 because he gave me a discount.
In April we realized the mattress was not as firm in certain places and I was starting to have problems sleeping comfortably.
We turned the mattress to see if that would help.
I finally called the store and asked to speak with Dennis. When I told Dennis what was wrong he directed me to call Nat at another number. When I called Nat he told me unless there was a 1 1/2 inch plunge in the mattress the warranty would not cover the mattress! He told me he would come out and look at the mattress but that was the ruling so if I did not have that problem they would do nothing!
He suggested I should have read the warranty before I purchased the mattress. I told him the warranty was never offered until I had purchase the mattress and Dennis verbally stated I had a 10 warranty and never indicated the were restrictions.
He did say he would talk to the sales people at the store to see if anything could be done and get back to me. Of course I had to call him. He did not call me back and of course they would do nothing. So I asked him for the name of the CEO of Spring Air so I could write a letter of complaint. He did not know who the CEO was! How can you sell Spring Air Mattresses and not know who the CEO of the company is?
He was suppose to find out and call me back. I am still waiting! I went on the computer found the corporate office for Spring Air and called them. Asked for the name of the CEO and she gave me his name Edward Bates. The person I spoke with asked me why I was asking for the information so I told her my story. She advised me I needed to call the company that made the mattress and she gave me the contact information.
I called Pleasant Mattress Co in Fresno, CA and spoke with Christy. She led me to believe she would help resolve my issues. She indicated they would direct Mattress Discounters to take the mattress back and give me a new one. After 3 phone calls from her she told me she spoke so the sales people and I needed to contact the store to resolve my problems.
If I wanted to bring the mattress to Fresno, CA she could help me!!!! I stated the store already told me they would do nothing and she had no other suggestions for me.
So right now my back is getting worse daily. I sleep sideways now to try an avoid waking up with a sore back and the ability to move and function. I have paid $929.66 for a mattress that is either defective or of poor quality.
Mattress Discounters is telling me it is Spring Air, Spring Air is telling me it is the company that made the mattress Pleasant Mattress Co and Pleasant Mattress Co is telling me I have to deal with Mattress Discounters who will do nothing!!!
I have been given the run around and right now I am out nearly $1,000.00 and sleep on a mattress that hurts my back.
Mattress Discounters of Arizona
Surprise,#2REBUTTAL Owner of company
Mon, June 13, 2016
I stumbles across this complaint thinking that it ended after the BBB and a letter from the Attorney General. But there are avenues for people don't want to follow the standard policy protocal. Below is my response to the Attorney General.
I recently received a letter regarding a purchase made by (claim author) on November 8th, 2014 and I must admit I am a little disappointed with the way this entire claim has turned out. Mulling over several complaints by the customer thru the BBB and our initial Post Delivery Report (see attached) I can see that (claim author) is quite upset and has taken the matter a bit out of context. Warranties are designed to protect the customer from faulty product. With that protection, warranties call for the product to be inspected prior to service, due to possible damages that are not covered by a warranty. (claim author) declining an in-home inspection at first contact and has driven this claim / complaint beyond its tenure. All actions beyond that denial by her are her own and do not support who we are or what the warranty provides.
Including this recent letter from the Arizona Attorney General, I have a total of four pages of complaints in front of me and not once does it say that Mattress Discounters refused to provide (claim author) with an in-home inspection to service her warranty. We are unable to help those who refuse a required service regarding a warranty, and do not engage in ongoing complaints about our services with those who refused said service. We service some (not all) of our manufacturer warranties as a convenience to our customers; we are not required to do this per our manufacturers.
Conclusion / Solution:
As in most warranty related issues, an in-home inspection will be provided to inspect (claim author) mattress for defective manufacturing and or material. The manufacturer warranty will be on hand to view as a guide to what is acceptable and what is not. A decision from this inspection on whether or not the mattress is defective will be provided. This is a service Mattress Discounters offers to most customers who have warranty concerns; most referring to those few manufacturers that don’t require their own product inspections.
This, with regards to manufacturer guidelines, is the only action I can provide moving forward. An action I offered during the initial complaint, before an extensive Better Business Bureau claim and now a complaint thru the Arizona Attorney General’s Office. If this is not suitable, please contact the manufacturer for further assistance. (end letter)
Inspecting defective mattress claims are a standard procedure in the industry. Not being controlled by Corporate American allows us to service our customers more than our competitors. Unfortunately for some customers, that service isn't enough and we must spend the next several months (12 to date) defending our reputation.
Our rules and policies keep everyone on the same level showing no favortism based on invoice criteria. I can only hope that any future mattress customer gives us the opportunity to service their needs.
Sincerely, Mattress Discounters of Arizona