Complaints

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• Initial Complaint

  Date:21/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sir,
  
  I am a new comer to Canada and purchased a 'Diamond Firm' queen size mattress for my new home from 'Worldwide Mattress Outlet' located at 310, Collishaw St. Moncton - NB, against Invoice cum sales receipt # 14988 dated 4th Oct 2022, and paid $484 + Tax.
  
  Pertinent to note that the mattress in question is a 'FIRM' top surface without any quilting. At the time of purchase, it was specifically conveyed to me by the sales person that the subject mattress is a special quality made with compressed foam technology. The Firm Top surface is good for at least 15 Years or more, and the mattress comes with a guarantee of 10 Years.
  
  On 31st Jan 2023, I noticed that the mattress has a significant round depression in the center. Upon noticing this defect, I promptly got in touch with the concerned store who asked me to fill out a claim form along
  with sending pictures of the mattress by doing a surface test using a scale and a yard stick. On the same day I submitted my claim in accordance, asking for a complete refund or replacement.
  
  On the 3rd Feb, and to my utter surprise I got a call from the store manager (****** ******) who conveyed that my claim is in admissible since the depression is not 2 inches deep. I duly explained to him that my mattress is
  a hard / firm top without any quilting on the top. While the pothole may not be 2 inches deep, it is deep enough and quite a noticeable defect. Upon much persuasion ****** agreed to visit my house to check the mattress physically in person.
  
  On the 6th Feb, ****** visited my house to inspect the mattress and post complete inspection of the mattress, bed etc. to his satisfaction, concluded that there is indeed a defect / abnormality with the top surface which has sunk in a round shape towards the center of the mattress. He also agreed that for a hard top unquilted mattress like mine, it is indeed a defect. He left my house by asking me to wait for another couple of days while he would take up the matter with the owners of the store based in Toronto. I felt contented to know that the store manager at least has acknowledged that there is a defect and should be providing a resolution soon.
  
  On the 8th Feb, ****** called me and once again to my utter surprise provided the following options as resolutions:
  
  Option 1: The Store takes back the mattress from me and provides me with a store credit of $220+ Tax. [Do note that I paid $484+Tax]. The store decides the standard deduction on returned items and since the mattress is 4 months used, therefore $264 will be deducted.
  
  Option 2: The store provides me with a mattress topper (Worth Approx $80.00) to hide the depression.
  
  Option 3: I continue to use the defective mattress as it is and if there is any further sinking over the next 5 years then the store will replace it.
  
  I refused all the 3 options and asked ****** yet again to either replace or refund, failing which I will approach the regulatory authority. To be noted that ****** mentioned that the owner of the store has only asked him to check if any of the above 3 options would be acceptable to the customer (myself in this case), and these are not final as yet.
  
  On the 9th Feb, I yet again got a call from ****** who gave me another option as follows:
  
  Option 4: The store will pick up the mattress from my place and get the same repaired, however I would be required to bear the entire transportation costs of $290 !
  
  I declined to accept the above yet again, to which I was told that these are the standard terms of warranty and either I choose any of the 4 options or leave it as this the best they can do. He further offered to send the
  warranty document for me to read over email. I asked ****** to send this as the final position of their store, in writing on email to me, to which he readily agreed to do so by end of the day on 9th Feb, but never did.
  
  On the 10th of Feb, I followed up on email with ****** for the final position letter, but contrary to the conversation of 9th Feb, I was informed in just a one liner that my claim has been sent to the manufacturer of the mattress and that I need to wait.
  
  On the 21st of Feb (Today), I receive an email from ****** reading as "We received the decision from the manufacture, they said that this was not covered under warranty as the dent is not lower then 2%. the store will still honor the choices that was given to you last week. if you would like to go with one of those choices, please let me know".
  
  I feel totally cheated by this store who in spite of acknowledging there is a visible defect refuses to honor the warranty. Never for once the 2 inches deep theory was ever explained to me at the time of sale. Neither any
  warranty document was got signed from me nor anything provided. On the contrary In fact I was told by the sales person not to worry about anything. The mattress has been branded as '*DIAMOND FIRM' *for a reason. It is the best quality... blah blah..
  
  The worst part is that I own 2 more such mattresses purchased from the same store in the month of Jun 22, and totally in a fix what to do if some issue crops up with them!
  
  Nonetheless, I approach your good offices with a humble request to direct this unscrupulous and retailer to either replace the defective mattress with a new one or provide me with a 100% refund.
  
  The entire sequence of events is duly documented on email and being attached herewith along with the necessary invoice and claim form, for your reference.
  
  Thanks and Regards
  
  ***** ******