ComplaintsforCLS Direct

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was shown a queen size memory foam mattress. And that is what I chose to purchase. I picked it up on the 17th. I opened it on the 19th, but it was not the memory foam mattress I thought I was purchasing. I called the store to say it was the wrong mattress. He looked up my information, put me on hold, and said I had picked up the bed I paid for. I said no it's not. he said he doesn't do returns or refunds. I said I'm asking for the bed I was shown and that I was supposed to have purchased. he said there was nothing he could do about it.The mattress I was shown was thick and firm. The mattress I received was thin. I paid $160.  

  Business response

  06/28/2023

  The customer purchased our thinnest mattress, a 6inch Memory Foam Mattress in queen.  The receipt provided clearly says what was purchased and customer signed that it was received in proper condition.  

  Thank you, CLS Direct 
  

  Customer response

  06/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ****

  Customer response

  07/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20248069
  
  I am rejecting this response because: 
  
  The first bed that you see is displayed at the store the second bed is what they gave  me after they switched it out that was and the box that you can't see it was  never disclosed that that was a final sale are that it was thin 6 inch mattress 

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CLS delivered my couch on 3/9/22. While they were bringing my couch inside they damaged my drywall in several spots and punctured a hole in my door. I can not get a resolution to the situation as they are stating that they are a drop off company only and they are not responsible for what their team does with the furniture once it has reached my driveway.

  Business response

  07/07/2022

  Can you please get me a receipt number to reference?  I am not familiar with this issue off the top of my head.  I also had to get a new email which is ********************* ###-###-#### 

   

   

  Thank you Tell us why here...

  Customer response

  07/08/2022

  Receipt number *****
  I have called and talked to even at least 10 times and left messages numerous other times. You spoke to my wife about the situation.

  Business response

  07/18/2022

  Unfortunately since the pandemic we do not offer a in home delivery.  This complaint is about a service we do not provide and the receipt states the same.  I just hung up with the customer and confident we can come up with a resolution.

  Customer response

  10/25/2022

  ***** *******
  about 1 hour ago
  Attached is emails i have sent CLS Direct for 17497758
  Attachments:
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  Business response

  10/27/2022

  At the time of purchase the customer was presented with a receipt.  The receipt clearly states terms and items that were purchased.  CLS Direct fulfilled our obligation to customer and answered all complaints with documentation. CLS Direct in fact just received and paid a receipt for a warranty issue with this customer.  Odd that this wasn't brought up while dealing with the BBB and we again included documentation.  I read customer claimed door was removed and then sends a picture with a hole in door....? We have substantiated our position with documentation and included warranty follow up.  We have answered all issues and consider this completed.      Tell us why here...

*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. ↩