Public Mediation

Mattress Giant Corp-Dispute-#4378964

D. N. vs. Mattress Giant Corp
14665 Midway Road Suite 100, Addison, Texas, 75001 , United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I purchased a mattress (which was supposed to be new) from this company which turned out to be defective. I believe the mattress that I received was a used mattress that was returned by someone else, and the store gave it to me. I called the store to report my dissatisfication. They sent an inspector (twice, on two different occassions) to measure the mattress. The mattress has been steadily sinking in one spot. The first measurement showed a drop of 7/10 inch". The second inspection showed a drop of one inch. I am not a big person (I weigh 110 pounds). They told me that the mattress had to sink 1-1/2 inches before they deemed it to be defective. In addition, when I got the mattress home and removed the plastic, the tag had been torn off by someone else. I did not remove the tag--it was already gone when I got the mattress. When I originally purchased the mattress, I asked the salesman if the mattress had memory foam in it. He told me no. Later, when I called to complain about the mattress, I asked again if there was memory foam in the mattress. I was told it was not EXACTLY memory foam, but it did contain a type of foam that was like memory foam! I DID NOT WANT MEMORY FOAM, and I told the salesman from the first that I could not sleep on memory foam. After the inspector measured the mattress the second time, I asked what I could do. He told me that I could reschedule another inspection, but not within 60 days! This is getting ridiculous. I paid a lot of money for this mattress that I can't sleep on anymore because it is killing my back."
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What Claimant Wants Hide
Just make me happy!
Claimant invites Mattress Giant Corp to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from Mattress Giant Corp. This claim will remain posted until resolved
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  • Comment: by Sarah Baxa — Online mediator
    • On: 01-14-2013
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  • In addition to reviewing your warranty paperwork, I would contact the store and ask for a manager. If you have already spoken with a manager, ask for the name and contact information for someone in the district or regional office or corporate office. Make sure you work your way up, explaining in detail what happened and why you are dissatisfied. Let them know you want to work to resolve this matter in a timely manner as your sleep is being disturbed because you do not have a mattress to sleep on. Before having this conversation, think about a few different outcomes you would be happy with such as a full refund, store credit in the full amount for a new mattress, etc... If they suggest something you are not happy with, you can come back to the table with a counteroffer. Best of luck with resolving this to your satisfaction.
  • Comment: by Jennifer Sheehy — Online mediator
    • On: 01-12-2013
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  • Do you happen to have your original warranty paperwork from when you purchased the mattress? From your claim, the fact that the inspector stated you could not have another inspector until after 60 days have passed is something of concern. Definitely check your original warranty paperwork to make sure that having an inspector come out that late won’t somehow void the warranty or somehow go past the timeframe that you are covered. Also, because the mattress doesn’t satisfy your specifications from when you bought it (you specified no memory foam, and received a mattress with a similar material), perhaps writing a certified letter to the company addressing your concerns may help you get some satisfaction to your claim.
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