- Report: #656954
Complaint Review: Mattress Express - Newark Delaware
Reported By:
John -
San Francisco, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Mattress Express
231 Executive Dr Newark, 19702 Delaware, United States of America
Phone:
(302) 283-0121
Web:
www.mattresshotline.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Mattress Express Mattresshotline.com Company sales person lied about product sold to us. Company will not take refund for their error. Newark, Delaware
The salesperson lied to us about the bed we wanted. We asked 3 times to confirm the bed we wanted was the exact bed we wanted. We were 100% specific on what we wanted. What was delivered was the "equivalent" bed. We did not ask for an equivalent bed and they never told us during the sales process this was an equivalent bed. When we discovered this upon delivery after set up the delivery person said he could not take it back. Their policy is that you cannot return anything once it is unwrapped and set up however we were not able to view the product appropriately until it was out of the packaging. They want to offer us a credit after we pay to have the bed removed. However since they cannot get us the bed we want, there is no reason for a credit. We just want our money back and since they are unwilling to do this, we figured we should warn others so they do not have the same type of experience we did.
You should probably know the following as well:
1. When we called the sales person back he tried to side step things and tell us he told us it was an equivalent bed.
2. Sales person then said he would call the corporate office and get back to us, he never did.
3. When we called the corporate office the woman who answered the phone was not helpful and apparently did not deliver the message.
4. When we finally got a hold of the right person he confirmed he had no messages about our situation even though we had called at least 4 days prior to actually speaking with him.
You should probably know the following as well:
1. When we called the sales person back he tried to side step things and tell us he told us it was an equivalent bed.
2. Sales person then said he would call the corporate office and get back to us, he never did.
3. When we called the corporate office the woman who answered the phone was not helpful and apparently did not deliver the message.
4. When we finally got a hold of the right person he confirmed he had no messages about our situation even though we had called at least 4 days prior to actually speaking with him.
2 Updates & Rebuttals
Johnny99
San Francisco,United States of America
Still dissastisfied
#2Author of original report
Mon, November 08, 2010
Dear DC Owner,
I am sorry you work in an industry with paper thin margins. As a business man I can appreciate that point of view. Also as a business man if the profit margins were that thin I would work extra hard to make sure my customers were happy. I would not create policies such as postings on your website, confirmation letters, and other post sales activities which are in fact not designed to satisfy the customer, they are designed to prevent charge backs on credit cards. To all those reading any time a company does this, its not to prevent cognitive dissonance, its to try and protect them from credit card charge backs, nothing more. It has little to do with real customer service. Real customer service = the customer is always right.
Now, on to disproving your reply...
Funny how you claim you are the owner and say that my comments don't matter since it was my wife who made was involved in the transaction and not me. Couldn't we say the same for you? You were not on the call were you? You did not speak to my wife. So why is your word on this posting greater than mine? Since you were not a part of the transaction it appears as if you are merely trying to discredit an unhappy customer without having been involved in the process yourself.
As for price shopping... Hello, are you really going to blame us for wanting to save some money in these economic times?!! So basically you are saying we get what we pay for? Because we wanted to save some money it's ok for your sales person to not be forthright? I will again reiterate that 3 times we asked if the bed we were ordering was the Westin Heavenly Bed and not once did your sales person tell us yes, its comparable. He said it was the exact same bed.
Furthermore you say your General Manager called us. That is 100% a complete lie. He never called us once. I have the phone records to prove it. Every time we spoke to your company regarding our unhappiness it was because we called you. Your company never once called us.
Based on these items it seems to me you do not have your story straight. Additionally since you have posted my personal name and the city in which I live I am concerned you have violated the terms of service for Ripoff Report. I will now be notifying them of this possible violation. Again, outstanding customer service! Thank you sooo much!
Have a nice day!
PS - Any potential customers reading this post. Please be willing to take the company's comments as truth if you see fit. Just keep in mind are you going to trust the customer or the company defending keeping $1,000?
DC, Owner
Newark,Delaware,
United States of America
Setting the record straight
#3REBUTTAL Owner of company
Sat, November 06, 2010
Richard,
Our salesman did not lie to your wife, Kathy and never spoke to you until you called to threaten him a couple of days after the delivery was made. Your wife, Kathy, was told that our model, the Simmons Beautyrest Wyndholme, was the comparable model to the Simmons Heavenly Bed, from Westin, which is a correct statement.
Upon purchase, Kathy received an order confirmation by email which clearly stated that she was indeed purchasing the Simmons Beautyrest Wyndholme. At that time, Kathy had up to 3 days to cancel her order and obtain a refund, and she did not.
It clearly states on our website that there are no refunds. We work on such paper-thin profit margins that refunds are not possible. Kathy called MattressHotline because she was comparison-shopping the Heavenly Bed. She could have bought the Heavenly Bed from Westin Hotels for $1,920.00. Instead, she chose to save money and buy our comparable model (i.e., the Wyndholme) for $1,018. That's right -- you saved $902.00 plus another $158.40 in state sales tax.
Kathy bought from MattressHotline to save a lot of money -- and she did. Your mattress was delivered to you in perfect condition, and you signed for it.
Furthermore, our General Manager called you to let you know that he talked to the Regional Manager of the Simmons Mattress Company to reconfirm that the Simmons Beautyrest Wyndholme is the comparable model to the Simmons Heavenly Bed.
Richard, the only person lying is you. You claim you asked 3 times about the mattress being exact (to the Heavenly Bed). Yet, you were not even involved in the sales process. Your wife Kathy bought the bed. You posted your complaint as "John, from San Francisco, CA", yet your real name is Richard Harris from Moraga, CA. Our salesman and office staff have been kind and respectful to you. On the otherhand, Richard, you have been very rude and threatening. I wonder if there is a website where retailers can post complaints about deceptive and mean-spirited customers.
