Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  see Attached document

  Gradual sinking down at center of my back - firm at top and hip area I'm unable to straighten up and walk getting out of bed. Sleep on one side of bed for a week then severe pain by then a ridge occurs from head to foot in middle of the mattress. I sleep in guest room now. ******** sent her husband out to check it. He said no problem with it after running a string across it. I had to show him how it dips way down on my back. ******** called said for $100 they would redo it it came back even worse. Since I purchased it I can honestly say I haven't slept in it 6 months of less I sleep in guest room. 

  

  Business Response

  Date: 09/15/2023

  I placed a call to ***** on 9/15 at 1PM to discuss her complaint and reach a resolution. Her mailbox was full and could not accept messages. I will try contacting her again. 

  Customer Answer

  Date: 09/29/2023

   I am rejecting this response because:
  
  
  Please see attached file.

  I expect a letter from Stegers Furniture rather another telephone call per their request stating they wish me a good rest of my day. I want a record of the response in writing. Phone calls etc in the past were not handled in a business manner.

  I will be 87 years old December 25, 1936 recently widowed after 65 years on a limited income and do not have money to spend on faulty purchases such as this as a thousand dollar plus loss to me. I purchased a replacement from ***** Mattress Co which is excellent comfort condition. NO sagging in back area of faulty workmanship of any kind and has a ___ protected warranty. They took the faulty Steger mattress back in their truck to recycle. I have had out of state guest most of this month and with my six ***** mattress purchased over the ____ every one slept comfortably. 

  

  Business Response

  Date: 10/04/2023

  Mrs. ******** purchased a ****** *** ******** from Steger's on 7/30/2021 and we delivered it to her on 8/6/2021.

  Approximately early March of 2023, Mrs. ******** called us and said the mattress was too soft and had a dip were she sleeps. We sent our serviceman out and he could not see or feel the dip she was talking about. He felt there were no defects and it felt like a 1 1/2 year old mattress feels.

  Mrs. ******** did not like that answer, so we called ****** *** and they agreed to take the mattress back to their factory and replace the foam with firmer foam. We picked up her mattress on 3/5/2023 and had the factory pick it up from us, to replace the foam. Then ****** *** shipped it back to us and we returned the mattress, with all new foam, to her on 3/15/2023.

  We have tried our best to make her happy, and there is nothing else we can do. A mattress will soften some after you sleep on it for a long period of time. They are designed to conform to your body. Unfortunately, no mattress manufacturer guarantees that a customer will love their mattress as long as they own it.

  We have tried to call Mrs. ******** to tell her this, but her voice mail is full and doesn't accept any messages. She can reach me by phone at ************, Monday - Friday from 10-4 and I can tell this.

  I'm sorry that after sleeping on her mattress for 1 1/2 years, now she doesn't like it, but her mattress is not defective and we can't do anything more to make her happy.

   

  Sincerely,

   

  **** *******

  Steger's Furniture and Mattress