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The Futon Shop Lied to Me on Exchange/return Policy

Complaint
Review by dvgomez32 on 2012-11-03
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
LOS ANGELES, CALIFORNIA -- I purchased 2 mattresses from them, unfortunately returned both because I could not sleep well; I returned within days both mattresses. I purchased many items from them in the last 6 years. I was told before, during and after purchasing the mattresses that if not happy I could get an in-store credit for any items for the same amount -20% restocking fee. So I did, returned the first and second mattress and decided to get a desk, chair, lamp and a bean bag to use my $954 credit. I was told it would take 3 weeks for a call to deliver. After 3 weeks, no news, I called 3 times and was told that they were busy with a customer and would call back, nothing. I called a 4th time days later and finally talked to the sales person, the same one who made the original sale and he told us that they had made a mistake and that I could use the store credit only for another mattress and that our order was never processed. I talked to the owner, Suzanne, explained the situation but she said that the store policy is only store credit for the same item i.e. another mattress and she also reduced our store credit by $200 because we received discounts at the time of purchase; she also claimed we returned 3 mattresses which is absolutely not true, only 2. She told us that the policy online is very clear even if I did not purchase on line or went on their website, this is why I buy some products at the store as I trust the sale staff to provide clear and accurate information.

So, I was told a different exchange/return policy before, during and after purchasing/returning these mattresses by the staff (also clearly mentioned on the invoice which is the only document provided to me as proof of purchase). I waited for 3 weeks until I called several times to finally hear that it was not possible to use the store credit for other items and also be told by the owner that I returned 3 mattresses. Now 6 weeks after the first purchase and return, I'm told that I cannot use my reduced store credit except for another mattress. I do not need a mattress 6 weeks after looking for one, it is obvious and they know that.

Do not buy from them unless you do not need to return, if you do, you will be like me, waiting weeks and then losing $950 and not much you can do about it.
Comments:1 Replies - Latest reply on 2012-11-04
Posted by leet60 on 2012-11-04:
I never believe what is said verbally by a salesman. If it is not in writing, with specifics, whether purchasing in person or online, they are unlikely to honor any agreement.

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