COMPLAINT: Linda Lyles, Carlsbad, Calif.
"I bought an Ortho memory foam mattress, two box springs and a mattress protector from Ortho Mattress [in Encinitas].

After delivery, I discovered the bed squeaked. I examined the box set to find the squeak and found black cat hair around the outside of one box spring.

I called and informed the store, and they said they'd send a new box set. The one they sent was unacceptable, and [regional manager] Jaya Karns agreed to send a new one.

I received it, and a few months later, I removed the mattress protector and found two stains. I called Jaya and asked for a new mattress. She offered a new mattress cover and said the stains were likely oil-based manufacturer scuffs.

I never got the new mattress cover."

DESIRED RESOLUTION: "I'd like a new mattress cover."

RESPONSE: Jaya Karns, regional manager, Ortho Mattress

"The member called a few days after buying the mattress set to complain that her box spring had cat hair. We exchanged her box right away, though it was a strange complaint since all merchandise comes factory-sealed and unopened.

She didn't mention anything about her mattress cover having stains. When she called to complain about a stain, I called the manufacturer to see if they could get her a new cover.

She refused to pay for it and demanded a new mattress. I could not comply because I had no way of knowing the source of that stain."

STATUS: Stalemate