Better Bedding Informative - Better Bedding Poor Customer Service

Review by Anonymous on 2003-08-27
TORRINGTON, CONNECTICUT -- I recently purchased a Sealy Queen Size Mattress and Box Spring from Better Bedding(Connecticut Area). The set I purchase is a "no-flip" design pillow top. Both the store and manufacturer indicate that the pillow top will exhibit some body impression over a period of time(warranty states up to 1 1/2" is considered normal). I have only had this set for two weeks, and the amount the pillow top has collapsed is alarming. I believe the mattress is defective and decided to call their customer service rep. to come out and take a look at it. Several days and several phone calls have passed, and I have had no return phone call from the retailer. The response I got from Tom Wholley(Vice President) was "You chose the mattress, if you are unhappy with it you can exchange it under our 30 comfort guarantee. Here's the catch.....you have to pay a 20% disposal fee plus an additional $50.00 for delivery of the new set. Other competitive retailers in the area such as Raymour & Flanigan, Filene's, Sears, Pilgrim Furniture City have 30 day comfort guarantees also.....but there is no charge to the customer for the exchange. If I have to exercise the comfort guarantee and pay the 20% I will(unhappily), but I feel as though the retailer at least owes me the courtesy of coming out to look at a mattress that I believe is defective. I would not recommend this retailer, and plan to post this information to every consumer website that I know of. My advice to fellow consumers is to purchase from a retailer that has a good reputation for customer service, and a comfort guarantee that won't cost you money out of pocket(after all, we all make the wrong choice sometimes, don't we?).

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