Anabel J.

On July 2nd, 2015, I placed an order for a Melnick Beautyrest Recharge Mattress with the Factory Outlet Store. I was assured that I would be receiving a brand new mattress directly from the factory. I was also told that this mattress was made to order and that it would take about two weeks for me to receive this delivery because of the holiday weekend. On July 21st, I called to enquire about where my delivery was, and they told me they had called the number I had given them and that the number was disconnected, and that is why the delivery was late. However, they never contacted neither my personal phone number (which was also given on the receipt) nor my email to try and make the delivery, it seems they had simply tried the first number and left it at that. The delivery was finally made on 24th. But after the person that I purchased this mattress for (who happens to know about mattresses) came home, inspected the mattress, and informed me that this is not a brand new mattress right from the factory and that the mattress is defected and is actually a Shakespears Collection made by Simmons Company - specifically for a mattress retail store, not the Factory Outlet Store. According to the receipt sent to me by the Outlet Store, my order shipped on July 8th, yet the mattress that was delivered has a tag of being made on July 11th; that is three days after the shipment on my order was made.

The only reason the wrong delivery was accepted was because the homeowner, who is not myself, trusted that she was receiving what I have ordered, being that the invoice that was given to her had the correct information.

Right away I called the Outlet Store to report the problem and I was assured someone would call me right back, on the 27th I called again and spoke to another person that told me the same thing (someone will call you right back). After several more phone calls finally I received a call from the initial sales person I spoke with when I placed my order. He requested I sent him pictures of the mattress I received, which I sent on an email; I was then called and told that there has definitely been a mistake and the mattress delivered was not what I had purchased and that a supervisor would call me back by the end of that day. After three days of not hearing from anyone I called again and spoke to the sales person, who apologized telling me that the person in charge will call me back ASAP… the next day he sent me un email of apology and acknowledge a mistake had been made (assure you that your complaint will be handled in a strict and serious way. We take full responsibility for the error and we guarantee that such incidents will not occur in the future. Assure you that your complaint will be handled in a strict and serious way. We take full responsibility for the error and we guarantee that such incidents will not occur in the future.) He proceeds to say (At present we are looking at our schedule in order to arrange a prompt and proper exchange of the merchandise in question). That was on August 6. How many days are needed to arrange a proper exchange?
In total I have spoken to 8 different people whom have told me Mr.--- ------) who is the person in charge, will call you back. I have yet to receive that phone call. I find myself just repeating my predicament over and over to a different person each time, without any solutions being made. It has now been 19 days since my initial call, several emails have been sent, phone calls have been made, even those I have spoken to have agreed with me that a mistake has been made with my order… nothing has been resolved.