My spouse and I purchased a mattress and headboard from your Barrie location 5 months ago and received a 'Claim Your VISA Cards' grocery promotion. We followed the rules on their website and submitted the required payment and paperwork to them. However they have made numerous false accusations regarding our claim and haven't paid us a cent. We have viewed many other complaints like ours on the internet from other customers. We feel that this is a scam that was introduced to us by your company. As a result, we are out $25.00 in payment to this company and postage to the U.S. We were very happy with our experience at Mattress World and think that you should reconsider introducing this scam to future clients as it reflects badly on you. Please find a copy of the e-mails that we have sent to 'Claim Your VISA Cards' and our 'status page' with them. We are very unhappy about this and wish that Mattress World hadn't introduced us to this scam.

Sincerely,

Angie and Stuart Clark
32 Belcourt Avenue
Barrie, Ontario L4M 4E3
(705) 730-1013


COPY OF MESSAGES

I have had nothing but trouble and frustration dealing with your company. My initial registration was rejected because you said that I didn't submit a piece of identification which I know is a lie because I made copies and have proof that I sent it! I then resubmitted my identification that you said you were missing.

I submitted my coupon for August 2009. You stated on your website that you received it on time and there were no errors, and and that my coupon had been processed and sent. This message changed today when you posted that I made an error by submitting this coupon in an improper sequence. Once again, I have kept copies and know that you are lying once again. Making false excuses so that you can keep my money!

I also submitted my coupon for September 2009. You stated on your website that you received it on time and that there were no errors, and that my coupon was being processed. Again, this message changed today stating that I submitted receipts from a store other than the one I selected. You also stated that I have submitted too many coupons. Once again, I have copies of what I sent in and have proof that you are liers!

I then submitted my coupon for October 2009. You have stated so far that you have received it on time and there are no errors. I wonder what 'mistakes' you will think up for this one?

No one from your company bothered to reply to my last e-mail. I notice that it wasn't posted on my status page likely because you know that I've figured this scam out! I have provided a copy below.

So far, I have received no money from you even though I have followed all of the rules of the program. I should've received $90.00 by now! I will make a formal complaint to the Illinois Attorney General Office by the end of this week if a suitable resolution has not been made. We will also follow-up with a phone call to you tomorrow.

Angie Clark


COPY OF PREVIOUS MESSAGE THAT YOU HAVE NOT ACKNOWLEDGED:


Please be advised that we DO NOT accept your response (as shown below). We absolutely with out a doubt sent a copy of the driver's licence of Angela Clark. We had just purchased a new printer, scanner, copier and it was the first time that we used the photocopier on the machine. We placed the copy in the envelope mailed to you and we checked it off of our list of requirements that we have kept should a problem arise. It is unfortunate that your administration process is flawed (obviously flawed to your advantage.) Please forward this message to the appropriate manager so that our account status is immediately returned to the original status absent of any penalty. We are not satisfied with your response and will accept nothing less that what has been explained above.

Also, there has been a note on our file for over one month that two of our VISA cards are being processed. We understand that there is processing time, but we feel that this is excessive. Especially after your claim that we failed to submit the appropriate I.D. when we have proof that we did.

We have researched your program on-line and find MANY complaints from consumers about your rebate process. We are not prepared to let this issue go unless resolved to our satisfaction. We have already visited the Illinois Attorney General Office at http://www.illinoisattorneygeneral.gov/consumers/index.html and have downloaded the Consumer Complaint Form.

Please have a manager respond by email or by phone at (705) 321-6656.

[email protected] wrote:
> Dear Customer:
>
> In response to your recent query, the following post was made by our staff today:
>
> Dear Angie, Unfortunately on your file I show that you were disqualified for no ID and in order to re-register your rebate is to use your one time mistake that is allowed in the program. It does switch you to program A from B. Program A states that you receive your $9.95 fee back on your last visa. If we do not use your one mistake and re-register you this way, then the whole rebate would be disqualified. If you have any questions please feel free to contact us here at (815) 741-3900. Thank you and have a great day. Catherine
>