Complaint / review text:
I considered myself a loyal customer; as a matter of fact my whole apartment was purchased in Big Bob's Furniture in Farmingdale. My mattress is under warranty with additional goop assurance. The bed springs had collapsed, I followed directions and made an appointment for inspection. I had the inspection and it was confirmed that the springs had indeed collapsed. However, there was a mild stain where my head lies. The technician on-site indicated that "he's been doing this for years and it was no big deal, ” remove the stain (which I did properly and very easily), I should call and have it inspected again for stains and I would get a replacement because the mattress was verified as defective.
Note: the stain was minor and came out in seconds. The mattress has absolutely no stains on it. I called as instructed and was told the warranty was void because of the stain reported by the technician and I could not get a replacement. I'm confused because I followed the technician's instructions and called for them to re-inspect to show that the mattress stain was removed. Spoke with Bob's furniture rep Jamie (#) and was told that the technician reported the stain and my warranty was voided. If I was told that from the onset I could deal with it. But that's not what happened. I went through all this trouble according to their instructions and now I'm stuck with a defective mattress in need of a new one.
I asked Jamie for the name of the technician because he never left a receipt of any kind, and Jamie (Big Bob customer care rep) said she had no information on the gentleman or his company and no way of me escalating my complaint? I feel cheated because of how this was handled by the tech (who in my eyes is representing Bob's Furniture) and the representative by withholding information and how inflexible they were to not even re-inspect their defective mattress. Shame on them. I really was a loyal customer.