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Mattress Firm

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They Sell Used Mattresses and Tell You They Are New
Posted by Kim in FL on 04/03/2013
ORLANDO, FLORIDA -- Have 2 issues with Mattress Firm, on a mattress i purchased Jan 8, 2013, and had delivered Jan 21, 2013.

First issue: i purchased a mattress from their outlet center on E. Colonial Dr in Orlando. After much haggling and expressing that i wanted a mattress with a warranty or i was going to ikea, i was told they could sell me a new Sealy memory foam mattress, with a 20 year warranty. Mattress was delivered, no warranty attached as i had been told it would be. i called, was told they would "type one up for me" and mail it, never received it. Contacted them through the website, and i got an email with a warranty card attached. issue resolved, or so i thought.

Problem number 2 pops up on March 24. i'm vacuuming under the bed, and i dislodge a yellow piece of paper stating that this mattress had been sanitized on Jan 3, which means that i was sold used items and promised new. i immediately contacted them via the website, and also filed my second complaints with the BBB and state attorney general's office. i received a response from a Victor [snip], the store manager, pretty quickly, and we have been corresponding back and forth until the last few days, when all correspondence has stopped. i sent another email stating that i was waiting to hear from them regarding the $200 refund i requested, still no answer. My next step is legal action. i will give them until the end of this week to resolve this matter to my satisfaction, and then i am contacting an attorney.

i actually love the mattress, but to sell someone a used mattress and tell them it is new and also tell them it has a 20 year warranty (i was told by the salespeople that only new mattresses had warranties) is consumer fraud.

i want Mattress Firm to refund me $200, either in the form of a check, or a paydown of what i owe with Progressive Finance. i need a resolution to this, with money in hand or a reduced amount owed on the mattress, by Saturday, April 6, or i am taking legal action.
     
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Your salesperson was nice, but the delivery guy was the pits
Posted by Beanbagbritches on 07/06/2010
Not the one we visited, but it's the same company.
Not the one we visited, but it's the same company.
GREENSBORO, NORTH CAROLINA -- Last weekend, my husband & I went to your store to purchase a new mattress. We were treated very well by your salesperson, Adam, & found the exact bed we wanted. Adam scheduled us an appointment to have the bed delivered. We were very excited about the delivery.

When the delivery guy arrived, he looked like he didn't want to be at our house. He spoke very slowly & got mad at my husband because he needed to remove a bed from our house. Per Adam, the delivery guys usually remove the old bed from the customer's house anyway. My husband felt offended that the man was giving him an attitude. It wasn't what he said, but how he said it. His words were rather abrasive. I don't know what his problem was, but I wish he would leave his issues at home & treat the customer with respect. I wish I had gotten his name, but he ran out of our house so fast (after installing our bed) that I think there are still some footprint tracks on our carpet from his rapid departure. (Of course I exaggerate, but you get my point.)

I certainly hope this is not the kind of person you have delivering for all of your customers. I cannot compare this man's delivery with another delivery person from your store, but I hope the bed lasts a long time after dealing with his bad attitude! We deserve at least that!

I hope to do business with your company in the future, but I surely hope your delivery people are trained on customer sensitivity in the future. Thank you for your time.
     
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Posted by Anonymous on 2010-07-07:
I had a similar expirence with the guys that delivered my bed few months ago. They didn't even wanna take the old bed out. even though the sales guy said they are supposed to.

They still took the bed out but they left it outside my neighbors house these companies need to find better folks cause it makes the company look bad (VH)
Posted by beanbagbritches on 2010-07-19:
wally...I couldn't agree more. They need to stop hiring lazy people!
Posted by Anonymous on 2010-07-19:
How do you know they were being lazy? Perhaps the salesman lied.
What if the old bed has bedbugs?
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