Mattress Warehouse, Wheaton, MD - late delivery - delivered wrong item - item delivered damaged - ongoing hassle - want refund

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RE: Mattress Warehouse, Wheaton, MD - late delivery - delivered wrong item - item delivered damaged - ongoing hassle - want refund

CONSUMER IDENTIFICATION: Miss Anh Vu

Baltimore, MD 21206 E-mail: Email User

COMPANY INFORMATION: Mattress Warehouse

2704 University Boulevard West

Wheaton, MD 20902

Phone Number: (301)929-0365 COMPLAINT INFORMATION:

04/16/03 (1st Contract) I bought a store displayed futon frame and a new premium futon mattress. I paid full amount and told sales person that I'll pick up items between June and August of 2003. Sales person agreed. 07/28/03 (2nd Contract) I changed my mind and upgraded the original purchase. Sales person cancelled the 1st contract. I added money to upgrade the original buy to a NEW futon frame & new pocket koil supreme futon mattress. Sales person then gave a new contract and advised to destroy the 1st contract because it's no longer valid. The delivery date was scheduled on 08/13/03, but the store failed to deliver the merchandise. Next, sales person rescheduled the delivery dates to 08/16/03, 08/23/03, and 08/28/03 but the store failed to deliver the merchandise each time. The reason for that is because their warehouse no longer carries that particular futon frame model. Still, sales person will not let me cancel the order. Then on 09/04/03 the store delivered the correct mattress, but WRONG frame. On 09/11/03 store delivered correct futon frame, but a USED one and I refused to accept. I paid money for a NEW item, not a USED one. Finally, on 09/16/2003 I contacted the Better Business Bureau of Greater Maryland, Inc. to help me get my full refund back. Mattress Warehouse District Manager, John Gibson [(301) 682-8504 ext. 118] stepped in to settle my complaint #19010417. Gibson and I agreed that on 11/13/03 the company will deliver my NEW and CORRECT futon frame and pick-up the incorrectly delivered model.

Today, Thursday, November 13, 2003 the company delivered the correct futon frame, but DAMAGE.

Again, I refused to accept the item because I paid good money for it and I expect to receive it in GOOD CONDITION. I am well aware that the company does not have another NEW model of the futon frame (and probably did not have one in the first place) that I originally purchased because that model is discontinued. So please stop making attempts to sell me the damaged-store displayed model. I have been a very patient customer of watching and dealing with your company's repeated failure to deliver the correct merchandise that I paid good money for.

However, at this point I am very angry and very dissatisfied with your company and the situation. So, please give me back my full refund, and then come pick up the incorrect items that was left here. Date problem first occurred: 08/13/2003 Dates contacted Company: 08/30/2003, 09/15/2003 To Whom: Sales Representative Wilson and District Manager Mr. Gibson Product/Service involved: Futon Frame Date Purchased: 07/28/2003 Model Name or Number: 1300-Santa Fe Futon Frame Order Number: 29849 w/Ref. 29070 Name of Salesperson: Mr. Wilson Purchase Price: 575.00 Payment Made: Yes Amount in Dispute: 575.00 Method of Payment: Credit Card Desired Settlement: Full Refund. Desired Outcome: Full Refund.