Complaints

This profile includes complaints for Verlo Mattress Factory Stores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verlo Mattress Factory Stores

  2217 S 44th St Manitowoc, WI 54220-9288

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  Verlo Mattress Factory Stores

  4315 S Taylor Dr Sheboygan, WI 53081-8485

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:10/19/2022

  Type:Service or Repair 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.

  From the beginning of receiving these mattresses we had trouble sleeping on them , so we had them adjusted for free according to contract, my wifes mattress was sunk in and mind was giving me pain in shoulders, back , and hips , they adjusted them , then we still was having trouble sleeping on them and they adjusted them for a little over 200 dollars for both , now my wife mattress is good but mind is still giving me trouble on my hip , after sleeping in it , I am stiff and my hip hurts and once I go for a walk and put ice on it ,it is good all day and night untill I sleep on the mattress and do the routine over again and if I sleep on a hotel bed I wake up fine Now they told me today I should of bought the next level up to get better comfort and want to charge me another 400 dollars to adjust it I paid over **** dollars for both twin xl mattresses and should have a better sleep from these mattresses I feel a bait and switch is happening because they are asking for more to adjust bed This should be done for free since we been having bad sleeping nights for so long and I have to live everyday with this pain in the morning

  Business Response

  Date: 10/21/2022

  ***************** purchased on December 12, 2020 and Verlo delivered on December 31, 2020 2 new twin xl V5 Pillowtop mattresses. (see attached SB3707 sales order) Verlo Mattress has the ability to perform comfort adjustments on a customers mattress to enhance or change the way the mattress feels to meet their needs.  We offer 1 adjustment for free within the first year (365 days) which we completed for both with order number MT5569 (attached) at no charge on May 4, 2021.
  
  Verlo can still perform adjustments for a charge as long as the customer owns their **********************.  So on July 13, 2022 with order number MT6768 (attached) to make Mr. ****** mattress firmer.  Unfortunately, ************** is still uncomfortable. 
  
  Verlo is still willing and able to provide a comfort adjustment to try and achieve a better night sleep for ************** and I think there was a mis-understanding concerning the costs.  I believe we were trying to describe the fact that if he wanted to upgrade his current mattress to have the features and componants of a mattress that would have cost more than he originally spent we could do that at a discounted rate of $400. 
  
  We can not adjust the comfort of a mattress for ever at no charge when a customer is not sleeping comfortably.  That would not be financially possible.  If ************** would have bought an off the rack mattress any where else he would be faced with buying a whole new different mattress if he were uncomfortable.  With Verlo we are able to adjust the mattress he has for much less than a whole new mattress.
  
  I would be willing to meet ************* at our Sheboygan Store to confirm his comfort needs with a comfort test and keep the cost as low as possible to achieve his desires.
  
  Sincerely,
  *******************
  Owner
  Verlo Mattress Sheboygan and Manitowoc.