Bad Business Ethic and Rude Managers
STATEN ISLAND, NEW YORK -- My mother purchased a twin mattress from the Richmond Avenue Staten Island location of the store. The sales person was very helpful (or course he was, we were there to spend money) and eventually my mom picked out an acceptable mattress at a reasonable price, a Sealy Posturepedic Cambria Heights model. I should mention that we also went to Macy's to compare, but ultimately went with Raymour and Flanigan because of their free delivery and quick delivery date.
The mattress was delivered on time, with no hassles. However, after a few days, my mother was complaining that the mattress was too soft, and she thought that she should exchange the mattress for a firmer, more expensive model. We waited until today, 2/25/09. The mattress was originally purchased on 1/26/09. We went to he store to speak to Victor, who remembered us and told us to come with him when we explained the situation. He brought us to a woman who we assumed was the store manager. She never introduced herself, and would not speak to us directly, only to Victor.
After walking away from us, with our paperwork, she finally returned a few minutes later and told us that in order for us to exchange mattresses, we would have to pay an additional $99. This is because, as she said, they throw out the mattress, so this is them taking a loss on the product. We said, so then they throw it out? She said yes, even though it has been documented that this mattress is only a month old. In addition, we would now have to pay over $100 for pick up of the "old" mattress and delivery of the new one. Huh??But the original delivery fee was free. Before we've even upgraded we are already spending $200. We asked where in the policy this was written. She was holding a slip of paper in her hand, the one not holding our envelope, and said we should have received that information.
We told her that we didn't have it in our packet, and she then tried to slip it into our paperwork while calling us liars. At least Victor looked embarrassed and tried to get her to make a deal with us, but she basically told us that the policy stood, whether we had had it explained to us at the time of purchase or not, and to take it or leave it. She was so rude that we ended up leaving without our new mattress. This was a scam and we are so disgusted that we want everyone to know about their shoddy consumer practices, and their callousness in dealing with us.