SUFFOLK, VIRGINIA -- We had recently purchased a vacation home and I went to Mattress Discounters in Suffolk, Va. and purchased IBC brand Grissom mattress - one king, one queen and two twin mattresses. I was told by our salesman this brand was their "hotel quality" mattress and he gave me a contractor discount because we were buying so many at once. The salesman called his manager to have delivery fees waived. All was well, when the mattresses were delivered we noticed the side of the king mattress making a grinding sound when getting in or out of the bed.
I called our salesman who informed me Mattress Discounters does not handle any complaints that it is a warranty issue we would have to take the matter up with IBC. The salesman handed me a four page form which requires the customer to fill out and send in along with 2 photos of the mattress for them to review and get back to the customer within one week. After two weeks and several calls to Maggie Enterprises, Va. Beach, Va. I finally was told they authorized a replacement but that they recommended an upgrade in their mattress and also there would be a delivery fee applied as well as the cost for the upgraded mattress.
I went back to my friendly salesman at Mattress Discounters to see what my option would be and was told it would be best to upgrade to the $770 (difference in price) mattress (not including the box spring) would be my best bet and I would be charged a delivery fee. I asked him couldn't he waive the delivery fee since they had done so before. No he could not. I didn't feel it was good customer service to expect me to pay for the delivery to replace a defective mattress. Even if I agreed to not upgrade and had a replacement mattress delivered I would have to pay a delivery fee.
No matter what it was going to cost me the consumer more money for Mattress Discounters to replace a defective mattress. I think this is a ripoff and I will no longer do business with this company. Nowhere in the store does it say "we only sell the mattress we don't stand behind our products". Maybe that should be their motto! No wonder Mattress Discounters has been bankrupt twice. Maybe they should think of improving their customer service. This customer won't be back ever!
ALEXANDRIA, VIRGINIA -- I bought a mattress from Mattress Discounters on April 3, 2005. I have a back problem which requires me to have really good support. I went into the store and tried a few models until I decided on the Pure Exuberance by Simmons. It worked out great in the store. They ordered me one and by the third night it had already started sagging in the middle. This only increased my back pain even more.
I called the company on the eighth and was told they would only exchange the mattress if I would give up my 60 day warranty or my 10 year warranty! I argued with them, but finally agreed to have a new mattress delivered on the twelfth. When delivery day arrived, I received a call telling me mattress was dirty and that the delivery was cancelled. I demanded my money back once again and once again I was denied. I am now left with a sagging mattress that is getting worse with every passing night and chronic back pain. I am struggling to have something done about the situation and I will continue to be heard until something is done.