Business ProfileforLenny's Furniture

We bought a ***** King-size ******** **** mattress (Nov. 2022) with a 10 year warranty. The mattress was spongy when my wife sat on it. It is defective because my side did not have any sponginess. I depress her side & no filler material is there & a "crater" exists. Third party inspection showed 1/2 inch depression outside min. specs to return for new mattress. We paid full price on this & feel Lenny's Furniture to be uncooperative & low on customer satisfaction. ***** standards have changed regarding returns, but ****, store Manager, will not agree to help us get another mattress. We must file a ***** Warranty claim with them. *****'s won't help. So very disappointed. ****************

Mr. ***** *****************,

First,I would like to say thank you for purchasing your mattress at Lennys Furniture. We appreciate the support for a local family business that has been serving Southwest ******* for over 47 years.

I understand the frustration with this issue you are experiencing.  Our Service Manager has been working very closely with you by assisting to resolve the issue. As with most items with a Manufacturer Warranty, the warranty is through the Manufacturer and not the Retailer.  The Manufacturer gives the Retailers their policies and procedures to follow when a Warranty Claim is filed. 

The first step is that Our Service Manager is required by the Manufacturer to send a third party inspector to your home to do a full mattress inspection. The report was returned to us from the third party stating that the mattress is within industry standards and that there is not a claimable issue with the mattress.  With this result, the Service Work Order was closed as complete.
Knowing that you were unhappy with the third parties findings, Our Service Manager did not want to stop there- she really wanted to see what she could do. She took the extra step and called the Sales Representative for the Manufacturer and ask him if she can get the ************************* phone number to where you could call them directly.  At this time, you could file a claim through them to try to resolve the issue.

Within the next couple of days,you called the store to speak with a Store Manager- which you spoke to me.  You asked if there was anything I can do for you guys with the mattress. I read the notes Our Service Manager put on your Work Order.  I then asked if you had called the Manufacturers *************************** you said yes.  I asked what happened. You stated they told you to file a Warranty Claim through their Web Site. I asked if you have you done that and you replied- no.

You continued by telling me that you felt since you bought the mattress from us that we should just replace it. Again, I attempted to explain that the 10 year warranty is through the Manufacturer, not through Lennys Furniture. I explained that there are Manufacturer policies and procedures that we need to follow.  Calling the Manufacturer ************************* was a positive step on your end and then receiving information to fill out a Warranty Claim on their Web Site.   This information needs to be filled out by the consumer and not the retailer.

Please take the few minutes to go to the Manufacturers Web Site and fill out a Warranty Claim for your mattress. This is your next step in a resolution.

Once again, thank you for your business and we truly hope that this matter gets resolved.

Sincerely
****
Store Manager