Charles P Rogers

Below if you'd like to read it, is the lengthy version of my complaint including 3 addendums (these were additional emails I sent). The bottom line is they misrepresented what they sent to me.

Some parts of our Quad Platform bed were used. There is NO DOUBT about this. My guess is they were on a showroom floor somewhere. The plastic levelers were not only yellowed from light (either natural or artificial), but they were also scratched as if they were moved around a lot on a non-carpeted floor (our floors are carpeted, so the damage was not done by us).

Also, there was considerable dust inside the metal frame.

Dust cannot enter a box forcefully, so these items were outside of the box for quite some time. Also, I have pictures that show that a hammer was used on the support rail, considerably denting it. There are a lot of scratches on the metal frame (and some nicks and dings on the wood). They said this was done in shipping, which is impossible as the box (though old) was not dented or ripped.

The platform panels were the only thing that you could tell were new.

FULL DISCLOSURE: Sunshine in customer service offered me $100 and a support rail (I asked for 1/2 the purchase price, which would be $530 and a new support rail). They asked, "Does this work for you?" When I replied that it was not and if they didn't stand behind their negligence of shipping a used/displayed bedframe when I paid for a new one, that I would be sending complaints to the FTC, BBB etc., they immediately stopped replying to my emails. In one instance, they sent me an out of office reply (automated) EIGHT HOURS later. Everybody knows that when you set your replies to automatic, that they are sent instantly.

BUYER BEWARE is my only advice!

For the record, I have just submitted online complaints (if you're wondering...it's an easy way to do this) to the BBB, FTC and the NY Attorney General's office and now I am writing reviews.

Lastly, they charged my credit card (thanks salesperson Tina!) BEFORE they even knew if they had a bed in stock. BAD business practice.

Here is the full version of my emails:

Dear Customer Service,

Yesterday, I received a bed frame (see attached order), the Quad Platform King, from your company and I am writing to you to tell you that you sold us a used bed. Yes, a used bed. I ordered a new bed, not a used one.

Also, this bed is OLD (the bag with the hardware is EXTREMELY yellowed, as are the levelers. The levelers also were scratched which couldn't have been caused by us as we have carpeting).

As my partner and I were putting the bed together, he said to me, "I think this is a used bed." I replied, "No, it can't be. They would never sell us a used bed." BUT, as we continued to put it together, I was astonished to realize that he was in fact, correct.

I have attached several pictures as proof, but want to explain further how we came to this conclusion.

Before I begin, let me explain the 3 packages we received:

1. The metal frame is for CERTAIN, used.

2.

The padded support platforms (3) are NEW.

3. The wooden frame itself, I believe to be used, but can't verify for certain (although there is some damage to the wood, see attached photos).

Let's start with the metal frame. Not only is there damage and scratches on much of the metal, as you can see from the photos, one of the support frames has clearly been hit by a hammer, thus there is a dent. We somehow were able to force it into the bracket using the strength of both of us, but I am concerned when we move someday that as we take it apart, that there will be further damage to the bracket that is attached to the right side rail.

It was also very dusty, which could not have happened if it had been sealed in a box all this time.

CLEARLY, this was used in a showroom or someone returned this (my guess would be it was in a showroom). When I spoke to our salesperson Tina, at first (through chat) she told me it was in stock, "Would you like me to order it?" When I said, yes she then called me. On that call, she apologized after further inspection and said that it would take 8 - 10 weeks. She then said, "Let me check our warehouse and get back to." Within 30 minutes she called to tell me that she did indeed find one and we would have it in 7 - 10 days.

GREAT, I thought.

Great, except when we started to put it together.

As I stated above, the 3 platforms appear to be brand new. I would assume that they would have either flattened a bit, smelled musty or appeared bad otherwise. They did not seem to have any use.

The wooden frame is MOSTLY in good shape and I will say, very solid. The knicks and scratches you see were there as soon as we opened the packages.

We can live with most of them as they are hidden with the mattress and bedding, but I am incensed that we were sold a used bed (by the way, we were charged FIRST, then she told me that it would be delayed. That is POOR customer service. She did explain that she would credit us if we didn't want it, but I found that to be in poor taste. I understand how commission works, as I have worked in retail before, but I think that was very classless).

I am writing for a few things:

1.

I need a new support rail. Just one to replace the damaged one; the other one is fine.

2. I am requesting AT LEAST a 50% refund of our purchase price. I ordered a new bed and was delivered a used, floor model.

You have the opportunity to show good faith and refund us more, but I am demanding no less than 50% of our $1059.00 purchase price. Anything less would be insulting.

3. There is a chip (as you can see in the photo) in the left side rail, but the piece of wood was in the packaging. I can glue that back on, no problem.

It took us 3 hours to put this together and I don't really want to take it apart. The support rail is an easy fix and/or we may just use the damaged one for now and use the new one if/when we move.

4. I do not want a new bed as I already mentioned we spent 3 hours putting this together as well as time to disassemble our old bed and dispose of it. I do not want to spend more time taking apart this bed and putting together a brand new one.

We can accept this bed with the above mentioned reparations by you.

I thank you for reading this to the end and will appreciate an IMMEDIATE response as I am currently a very dissatisfied customer and am looking to your company to make this right.

Please respond to this email ASAP or feel free to call me at 773.671.6226.

With sincerest thanks,

Addendum #1:

Sunshine,

Thank you for getting back to me. I sincerely appreciate it.

I am here to tell you that this furniture was on display. The boxes were not damaged but the inner wrappings as I showed you with the yellow bag were very old. This was definitely used.

I would appreciate you getting back to me today.

If this is not handled to my satisfaction, I am starting with the Federal Trade Commission and filing a fraudulent and bad business practice report online.

I will then contact the Department of Consumer Affairs in New York and Washington, D.C. as well as the Better Business Bureau just to start.

The more I think about this the more furious I get. This is 100% a previously used, probably in a show room, bed. There is no way that amount of dust can get inside a bed that was in a box.

The box was sealed: that dust could not have gotten in. This bed has been sitting out somewhere for a very long time.

Thank you for your assistance with this.

Sincerely,

Addendum #2

Sunshine,

It appears that our emails have gotten crossed. $100 is not acceptable. $530 is the bare minimum that I will accept.

and seeing how fast Tina was charging me before she even sold me the bed, I expect this to be done today.

One thing that I forgot to mention before, was the fact that some of the washers were on the bolts and had a layer of grease on them. These were definitely pre-used.

There is no way that this bed was brand new. There are way too many scratches on the metal frame. there were way too many nicks in the wood.

The only thing that is new is the padded platform.

The levelers are also completely yellowed and the bottoms are scratched. These were used before. Clearly.

Thank you again. I await your reply.

Addendum #3

Sunshine,

There is one other item that I forgot to mention.

The plastic ties that wrap around the metal frame to keep it from moving? They were so yellowed and rotted we didnt have to cut them they were already broken apart. I am anxiously awaiting your reply today. I am furious at this point.

I need to hear from you immediately.

Thank you again. StayS

In September 2020 I ordered and paid for a Real Bed mattress from Charles P Rogers. Their web site promises to send you an email when your mattress is shipped.

After I had not received any notice of shipment, I e-mailed them to find out the status. They assured me it would be shipped the following week. Next week came and went and no mattress. Contacted them again.

Again assured it would go out the next week. Still no mattress. Contacted them again. Was told it was "in production", whatever that means, and was again promised it would be shipped next week, now claiming shortages of materials.

Tired of their BS, I demanded they cancel the order and immediately refund my money. We'll see how that goes.

This Nano 2 is the 2nd CPR mattress I bought (2019). It has never been comfortable and despite multiple pleas for resolution and MANY times completely undoing everything to send pictures to "prove" my issue, they WILL NOT resolve my issue (sinks in the middle!) I would pay an additional $300 to have new cassettes shipped to me and still doesn't fix the underlying problem with this mattress!

Check out all the complaints of the newer CPR mattresses and you will see a re-occurring inferior mattress concern by more than a few customers. Never again!!

I purchased mattress from this company.

After removing the wrapping it was shipped in we noticed - along with

Contractors in my home , that these mattresses smelled like mold. We put them

In the garage and now they are smelling up the garage. We made several calls to customer service and they refused to exchange the stinking mattresses unless we would pay them more than half of what we already spent. They obviously have no customer service and don't care if their customers get sick from a moldy product

Ugh!!!

Just for the record. I have purchased four beds from this company since 1955.

Also about six or seven mattresses. They sell factory direct from a showroom in NYC and if you live nearby is worth a visit even if you do not need a bed. It is like a museum with their history since 1855, and they are just plain good people.

My most recent purchase was made over the internet and shipped to our retirement home in Florida.

It was just as good as when we lived walking distance away. The problem with buying stuff long distance as I have painfully discovered, is something called, "The Last Mile". Your bed can travel in huge trailer with dozens of other shipments until it comes to your town. Then a local trucker delivers it from the terminal to your home.

That is where most of the complaints come from, and yet the customer couldn't care less.

They just blame the retailer, and that does no good at all. In any case, when it comes to beds or mattresses, you could not find better stuff anywhere else.