My Claim vs. Mattress Warehouse

"MAY 3, 2016

STATEMENT OF TERRY & BONNIE BLUETT’S PURCHASE OF A KINGSTON MATTRESS AT MATTRESS WAREHOUSE BEGINNING 2/24/16

We decided to purchase a “good” king sized mattress for two reasons. First, during almost the entire duration of our wonderful 33 year marriage we slept together in a bed with a queen size mattress. Then I started to become restless at night. In order for my wife to get a decent nights rest, we agreed to sleep in separate beds with queen size mattresses. We did not like this and felt a king size mattress would resolve this situation. I only mention this because during this extended ordeal I told Kelly several times and Tracey once I want to sleep with my wife. All these delays are prevented this. Not latter, but now! They said they understood. Secondly, my wife had an extensive injury to her shoulder and successfully completed physical therapy. Although she had not had pain for several months, we agreed not to buy a cheap mattress. This was explained to Kelly and also put into the testing data for their bedMatch computer system. We both took this computer evaluation and only tried mattresses Kelly suggested from reviewing our result.
We thought the Kingston Regal was the best choice. Since this was serious business for my wife’s physical wellbeing she was hesitant and kept laying on it. Kelly could see she was hesitant and reassured us this was a good match. He said besides, if it turns out it is not a good match we have a comfort exchange policy and you can return it and select another mattress. This sales point convinced my wife we could not lose with this purchase. (NOTE: Nothing was said about additional fees for doing this) Since then, the following has taken place:
• The mattress was delivered March 22nd. Before we even sleep on it we knew there was a problem. It felt like a rock
• We tried sleeping on it and it was too hard and nothing like the one we tested in the store.
• After months of being pain free, Bonnie’s shoulder pain returned. I continued to sleep on the mattress because Bonnie needed the other bed with an older queen mattress. She was in so much pain as a result of sleeping on the Regal and couldn’t get to sleep well because it was so extremely hard. She said she would never sleep on that mattress again.
• On April 11th I went to the store and went to the mattress we had tested. It was much plusher that the one we received. Kelly told us sometimes mattresses are stacked high in the warehouse and the bottom one gets compressed and this hardens it. He said the same thing happened to him once. Getting a new mattress would be no problem.
• We returned on April 12th and Kelly completed the first of two comfort exchange forms. I told him I hope this doesn’t take long because I hate trying to sleep on the mattress and we would like to sleep together. No problem, he will expedite the process.
• When I reviewed the form he completed I noticed there was a $199.00 service fee involved. He assured us this would be waived because I must have received a damaged or compressed mattress.

• On April 20th I contacted Kelly to see why we have not heard anything. He said he had the various management’s verbal approvals but he is sorry he lost our forms. We would need to come in and complete a second form.
• On April 21st we came in and completed the second form. I reminded him he said our additional fees would be waived; right? Right. He put two notes on the bottom of the form and faxed it to his managers. The first note said, “ “Pete, I also sent these docs to K. Woodson per his request to Expidite (sic) the process-the customer’s been waiting for weeks”. I couldn’t believe the second note. The total fee waiver went from no problem to the note saying “Cust was wondering if we could negate $199, free, or lessoned. Thx, Kel”. (Note: How weak is this note. I wasn’t wondering. It is not appropriate for me to be charged additional fees because I was delivered a defective mattress. I didn’t say anything. I will fight that battle when I get an answer)
• Then Kelly assisted us in selecting another Kingston mattress that would be ideal for us and meet their exchange requirements.
• We found one and to our delight Kelly said he could arrange for delivery the next day since he already had the necessary approvals. He said he would call us in the afternoon and give us a window of time for delivery. (Note: Thank God this is over and tomorrow night I can sleep in comfort with my wife).
• I went home and moved everything off my calendar so I could be home for the delivery.
• Kelly called as promised and talked to my wife. However, he said there will be no delivery the next day. He said it needed more approvals!!!
• On April 22nd I went to the store to find out what the hell was going on. He was off that day and I explained the whole situation to his associate, Tracey. She made two calls trying to find out what the problem was. Neither one answered the phone. She said she would try to contact them and call me in the afternoon. She called and said the manager completed his part and faxed it to corporate.
• On April 25th I called Kelly and ask him if anymore approvals were necessary. Who knows, maybe the president has to approve comfort exchanges. He said no. It has definitely been approved and customer service will call me with a number. He needed that number to arrange delivery.
• On April 28th I hadn’t heard from customer service so I found their number and called them. I got a recording that said I could wait and talk to a customer service representative or press 1 and leave a message and they would call me back. I waited and got this message every few minutes. After 20-25 minutes I couldn’t wait anymore and pressed 1 and left a detailed message. I gave them my name, telephone number, assigned sales invoice number and stated that my customer exchange has been approved by all the necessary levels of managers. I was told by the store manager you would call me with a number so I could get my mattress. I have been waiting for a long time for my mattress and your call so would you please call me and give me my number.
• Since I did not get a return call by May 2nd I called again. A lady actually answered. I explained the entire situation to her and ask if she could give me the number. She said what number? I said I don’t know and if customer service doesn’t know, we have a problem. Your manager in Shrewsbury, PA said you would call me with a number so I could get my mattress under the terms and conditions of the comfort exchange program. She put me on hold for a long time to get me an answer. Finally she returned and told me everything has been approved and I will get a new mattress. I ask her if that meant she would give the number I was told I will need to get the mattress. She said no, we need to complete our processes. I ask her how long it will take to complete your processes. She said she didn’t know but someone will call me when the processes have been completed. I ask her if she would expedite her process completion because I have had weeks and weeks of processes and still don’t have my mattress. She said I will hear from them. Goodbye.

The saga goes on and on. All I want is what I paid for and was promised. I want my mattress without further expense. I want to sleep with my wife. I want her to sleep on a mattress that doesn’t hurt her. I want to sleep in comfort myself. I want this nightmare to be over. If it is not over to my satisfaction by next week I will begin my own processes.

Note: I am hand delivering this statement to Kelly on May 3, 2016. I will ask him to contact me if there is anything in this statement he does not agree with. To be honest with everyone involved I do not totally blame Kelly for this fiasco. Yes he lost my papers and delayed the process. I am crucifying him for making a mistake. Yes he made a weak case for waiving my additional fees. However, most companies who make such a mistake at least try to rectify the problem ASAP. Kelly tried to do this. It was actually taken out of his hands. The constant micromanagement trying to find ways not to honor their own sales points and policies has created constant delays and demonstrated all lack of concern for customer satisfaction. The sad thing is the nightmare is not over.

Terrence Bluett

This morning, 5/3/16 I hand delivered this statement to Kelly in an envelope. His first statement to me was, “Did you get your mattress yet”? I updated him on my customer service communications. I said, “Kelly, I want my mattress and I do not want any additional fees”. His response was, “I will call corporate and get your mattress. I assure you there will be no additional fees”. Not in this case!” I said that’s good. If you try to charge me the $199.00 I will pay it to get my mattress. However, I assure you I will do everything I can to get it back. You and your company do not want me to do that. I know your company doesn’t care about customer reviews. There are already 409 complaints posted. What’s one more complain with a 1 rating and His response was, Terry, I will get your mattress and there will be no fees. Ok. I said Kelly read this statement and call me back today if there is anything you think is not true. He said OK.
At 11:45 Kelly called and said he got approval to deliver my mattress. However, I have to provide a credit card and pay the $199.00. I didn’t want to argue with him any further and said OK. You told me that would not be the case a little over an hour ago. I said your company really doesn’t want to do that. I will do everything I can to get it back. It will cost your company more money and time than it’s worth by cheating me out of $199.00. He said it is out of his hands. He then said by the way there is an additional charge of $200 because the new mattress you picked is more expensive. When I met with Tracy I was thinking they may want to pull this stunt. Together we reviewed her pricing list. The one I selected was $24 more. She said they would not charge me the $24. I said I want that in writing. She printed out and gave me a copy of the exchange showing 0 charges in relation to the prices in the mattresses. When I told Kelly this he said, “Oh, I thought it was $200. I am only doing what they told me to do”. I said “Kelly, I am giving my credit card number and I have good reason not to believe anything you say. For good reason I don’t trust anyone involved with Mattress Warehouse. How much are you going to put on that credit card”? He said $199plus tax. I swear it!” Kelly did not say he disagreed with anything I put on the statement handed him.

Kelly stated I would get a call in the morning of 5/4/16, giving me a window time for delivering the mattress that day. I told him OK but did not want anymore cancellations. He said there won’t be."