Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Literally a cover-up of 2 Springwall twin wood bed foundations with polyester fabric stapled to each. Advertised online at *** ***** as box springs. There are no springs. May 18 2022 online order of 2 twin Springwall bed foundations from *** ***** **** ****l Order number 051922DOMHU $110.00 each plus taxes Also purchased on same order 2 Beaudoin metal bases for the Springwall foundations This is a marketing slogan from https://springwall.com/ Springwall has a solid reputation of trust and respect with both its retailers and consumers, earned by doing the right thing since 1949. That is the reason I chose these bed foundations. This is my complaint: October 8 2022 Our 2 new twin mattresses were sagging. Purchased in February 2022 Removed the mattresses. Checked the foundations. From within the top cover could see slats 9 inches apart. Removed the staples and cover fabric from one foundation. Pictures below show the construction stud scrap, splintered wood in spuce/pine/fir, nails, and lack of slat support used in my foundation. The slats are between 9 inches and 10.5 inches apart which are not industry-standard. I have contacted *** ***** over the past week. I emailed Springwall. The response on October 11th was not to discuss quality control, but to inform me, and I quote:"Our posture bases are made with 6 slats (in a queen ) and 5 slats in a twin." and "Our warranty on the box spring covers defects ..if that's the case you will have to get a claim started with *** *****." I have started a claim. But this is more than defects. This is a cover-up of garbage quality wood that we unsuspecting customers purchase from a retailer.

  Business Response

  Date: 08/11/2022

     I appreciate your patience in awaiting a reply from Springwall. The customer who has placed the complaint was advised that they were bound to start the warranty or service request or process with the retailer where she purchased the product, *** *****. Our retailers that sell our goods deal directly with the consumer.

   

  Should this customer not be able to resolve her concern with the retailer for whatever reason, Springwall would have no issue replacing this item at No Charge (exclusive of transportation costs) as a courtesy or accommodation. As we have not sold the consumer the product to the consumer, *** ***** has, we are unable to offer a refund.

   

  The primary concern the customer appears to have is that she was expecting something different; a boxspring vs. a posture base or wooden foundation. As we are not present at the point of sale, we can’t comment on what she may have been told or what she was expecting. The wooden mattress foundation appears not to be defective in any fashion. It may no longer be functional however as the customer appears to have disassembled it to discover how it was made underneath the upholstered fabric. 

   

  Please advise if we can be of further assistance in finding a resolution to the issue,

   

  *****

  Customer Answer

  Date: 09/11/2022

   I am rejecting this response because:

  Springwall has made comments I would like to clarify. 

  First, I was expecting 2 twin box foundations in good condition, advertised on *** ***** Website as box springs. (There are no springs) I expected the boxes to be in good quality wood. However, after 5 months when my 2 new quality hybrid mattresses from ***** *** **** began to sag I checked to see the what the problem was.

  I noticed the distance between slats was 9 inches apart and the distance from the center slat to the edge of the box to be 15 inches. Until the sagging began I had no knowledge of the slat distances.

  I decided to add slats and reupholster the box. Then I removed the cover of one of them. To say I was shocked at the garbage quality wood is an understatement; the photos speak for themselves.

  The boxes are not of merchantable quality as defined at https://wiki.clicklaw.bc.ca/index.php?title=Contracts_for_Sale_of_Goods_(11:III).

  Second, On October 11, 2022 I did attempt to submit the electronic warranty claim form *** ***** emailed to me.  However, there was a software glitch. In addition I did not have the warranty to read.

  BC consumer law states that The goods must be durable for a reasonable period of time with regard to their normal use (s 18(c)). See Section 5 https://wiki.clicklaw.bc.ca/index.php?title=Contracts_for_Sale_of_Goods_(11:III).

  *** ***** manager at **** ****l refunded my money on October 19, 2022 minus the $100.75 delivery fee. But she also charged another $100.75 fee to my credit card to pay for pickup of the unmerchantable quality items. She would not consent to authorize a refund for the pickup even though I could not physically return the goods.

  I have attached emails and photos pertinent to my comments and a copy of the BBB report made by *** *****.