deep depression

As the sole owner of the Lucky Mattress and Bedding, Limited Co; which owns the store in Littleton NH, I have personally checked all the sales for OCT and the surrounding dates for a customer remotely matching this review. In addition, that store had ONLY 1 "failure to warranty" customer in the last 18 months; and I personally handled that customer and warranteed NOT once but 3 times in 42 days for that customer for "customer service" reasons. We have never and would never DENY a customer any warranty REGARDLESS of the size of depression! If this customer would like to personally contact me at that store I will immediately replace their unit; regardless if it was sold from our stores or not! WITH THAT SAID: I do not believe that this is a legitimate customer; but another sales person from another local store looking to use your services to attempt to dilute our name. I would love an IMMEDIATE opportunity to correct any concerns or poor satisfaction this "customer" has had. We ask that this review be removed or at the least the ability to publically respond to it.

comment to sole owner of Lucky Mattress, Littleton NH: the review was made by a real customer. The crux of the matter with Symbol Mattress and their dealers, which Lucky Mattress, Littleton, NH is, is that there is no way to get your money back for an unsatisfactory product. The new "replacement" mattress that they provided has a DEEP "body impression", and had it after a week of use. I am not a heavy person.....about 150 lbs. I wake up EVERY DAY in great discomfort, because of this "cheap" mattress, for which I paid over $450. for a double. I do not have the funds to buy a new mattress elsewhere, because the dealer , LUCKY MATTRESS, Littleton NH, and SYMBOL Mattress, the manufacturer, do not give you your money back after you've bought their inferior product. He says he will REPLACE the inferior product, which he did, with ANOTHER inferior product. All I want is my money back, so I can buy a new mattress elswhere. The problem is the FINE PRINT... when you sign up to buy a mattress at LUCKY MATTRESS, Littleton NH is that neither the dealer , nor the manufacturer will offer you your money back if you are dis-satisfied...even if it's within a week to 10 days of purchase date, which was when I made my attempt to return my new mattress. All they could do was replace it with a new one, which of course had the same "body impression" problem. He can call me if he wants to make good on the sale of that mattress to me, .......I'm sure he knows who I am....I would just like my money back !!!!!!!

- "Hello Mike, Thank you for the follow up. At this time I would like to leave this review in place; as I now am FULLY aware of who the customer is. This is the customer that I told you originally about when I state that we had only ONE last year that was unable to be satisfied. This customers’ review is not accurate with her purchase or information including the name, bed, warranty needs, dates, or her claimed "attempts at satisfaction." The reviewer and the information in the review COMPLETELY embellished her experience with our store and is only compounded by her not using her real name or correct information. I thank you for the follow up and am please with the service your site provides. We will be publicly responding to this review with the accurate information regarding this purchase. Sincerely, Sully "-

TO: B.T.(as you stated, I now know who you are) The abuse of my family, my staff, and myself, by you was both unwarranted at that time; as it would be at any time. As a "business owner" in the area you would think that you would know your actions to be inappropriate. However that does not seem to be the case. So with that said I believe people should read this thread and make the decisions they need to on their own. I would at this time like to, for the record, correct a few inaccuracies that may have missed your attention when writing your review: You were issued not 1 but 3 beds as a "customer service replacement" from us in the short time of your purchase. You were never "denied" nor told "you had no warranty or options" at any time. Two beds that you returned to us for warranty were a TOTAL LOSS for our store as they showed no sign of defect or flaw. Body impression is not a warrantable item however, as we did for you TWICE, we will always do what we can to please any reasonable customer. Your demands, harassment, and clear abuse were overlooked time and again to attempt to service your needs. Standard body impression limits for mattress companies are 2” or greater for warranty. I believe you misspoke when you said “ they said they need a 2 inch depression to make a replacement deal.......1 and 3/4 is not enough”; Your units showed at best a minimal body impression, barley visible to the naked eye, and clearly nothing remotely close to 1 ¾” as described. I personally had inspected them both upon their return to the store. Not only did we replace these units sight unseen without question, but we did ALL the pickups and deliveries for ALL your units without any charges; something that again is not covered by the manufactures warranty, but just the right customer service thing to do. Additionally, I offered to custom build you a model, tailored to your specific needs, including a 900 coil enclosed pocketed coil 14” unit mattress with a 10 yr blanketed NON prorated Warranty; a unit TWICE the price – to which you accepted AT NO CHARGE! (continued)

(continued)I could continue to go on about the unfortunate mistake you may have over seen in your review but I believe that I will close this with: My sincerest apologize for the way you feel you have been treated in our store. As I am sure that you have run into it in your own store, customers buy “outside” your recommendations. Any purchase in our current economy should be considered large regardless of the amount spent. The amount of your purchase was above the price level we originally suggested for you, and would like to believe that this is not a simple case of buyer remorse. In addition it is clearly true that it is our stores’ policy not to offer any “cash” value on warranted items; of which you and I clearly discussed multiple times – nor do we allow customer to keep the warranted merchandise. Warranties made directly at the store level are offered as a customer service, as the manufacture of a mattress is the ultimate decision on the products condition. We will again, be happy, to provide you with the complete information including the manufactures’ representative and all possible contact numbers if you feel that we have misrepresented their product or it is in need of a warranty – of which you will have no financial burden. Given the number of customer service returns by you, and more importantly the “break down” of respectable communication with you, warranty directly by the store for you is no longer an option. I believe that any sale carries an amount of manufacturer, store, and customer responsibility. Additionally I do not believe that a store or a 51 year old manufacture/company should be defamed or called “liars or lousy” because a customer has clearly carried no responsibility regarding their finances. I sincerely hope that your customer and their reviews of your store find you with ethical regard and clarity. Regretfully, Sully

I came on here in search of reviews for the Symbol Mattress Company in Richmond, VA and found this. My daughter has a mattress from there and it has a huge DEEP impression in the middle, she weighs about 155lbs. We have had it for about 1 year and before that it was in my mother-in-laws guest bedroom for a year, with very little use. I called Mattress Discounters where we bought it and they gave me a warranty form to fill out. On it, it says they are not responsible for the shipping back to have it checked or the return shipping to me. It would cost more to do that than to just replace it. I have learned that from now on, I will only trust a name I know like Serta, Tempur-Pedic or Sealy. I have been very nice to Mattress Discounters and of course they no longer sell the inferior product, but also no help with a replacement. I won't buy from them again either. I had my mattress for 11 years and gave it to my son and it looks just as new as the day we bought it, he was very pleased, we bought a King sized Serta 2 years ago and it looks new as well. I only wish their customer service was as helful as Lucky Mattress sounds. LH Newport News, Va

I bought a Simble full size mattress thinking it to be a tempur-pedic. after 3yrs it started with a small dibit and now after 7yrs the debit is a crater. I now have hernated dics and trap nerves in my back from trying to sleep on this mattress. I bought the Mattress in Ohio

To clarify though, the problem you are having is with Symbol Mattress (owned as: Eastern Sleep Products, VA) and not with Lucky Mattress and Bedding; as Lucky's has no store or operations in OHIO. As I said before (and the reason I posted it in the comment) if you are having ANY trouble with their products and the store you purchased from is unable to help you (or unwilling) contacting EASTERN SLEEP PRODUCTS, DBA SYMBOL MATTRESS, RICHMOND VA cc: DONNA is the way you will get the service you need, and above all, you deserve. Thank you all for your thoughts, Sully (Owner Lucky Mattress and Bedding, LTD)

I too have a Symbol Pedic Mattress and went back to the dealer where we bought it because it is the most uncomfortable mattress we have ever had and has deep impressions where we sleep and we were told that they dont handle the returns that we have to get intouch with the company. I am still trying to find that information. We paid $1500 for this and the box springs and without getting our money back we cannot afford to spend another $1500 to replace these. Very poor customer service.

Who in Birmingham, Alabama sell Symbol Response comfort plus mattresses?

I am having the same problem after a week and a half had a deep hold almost in the middle and im just a 165 pounds.. this is the wors matress i ever had...now i am scared!" reading all this...

I bought a king size bed and mattress set along with thousands of dollars in appliances and furniture. I called shneeberger furniture in Cass city Michigan to see what I could do about the mattress hurting me so bad and he laughed at me and even said he don't remember me, but he did. I purchased a symbol mattress set and after one night it had an impression. I am a side sleeper and this gapping impression is making my legs higher than my head making it unbearably painful. I feel like it is crippling me and all the owner could say is they won't take it back and neither will he as he chuckled. I will never buy from that business again. Shame on you shneeburger furniture!

Looks like the same customer is entering bad review after bad review. Such a shame. It really does look like the store went out of their way to help this customer and in return they are kicked in the face. For what it is worth, the retailer has gone above and beyond here and I will be completely disregarding this review. Mit