Sleepy's Complaint - Mattress Purchase from Hell!
I purchased a bed Oct. 2 at the store in White Plains for $1913.77. After a week, my back began to hurt.
I then went into a 2nd store to exchange the bed. They said I had a bed that wasn’t supportive enough, and the mattress cover was an inferior thread count/quality, and not deep enough to fit the bed. I wanted a soft bed, but was told that a soft bed would sag after 6 mos - I would have neck/back pains and need a chiropractor. Based on salesman’s “expert” advice, I went with a firmer mattress. I also bought the better cover that he suggested. The exchange fee and new cover was $371.95.
When I called a few days later to schedule delivery, the mgr told me he would take care of it. When I called on delivery day, they had no record, so that means that he never scheduled the delivery as he promised. I scheduled delivery for the next day, so I had to run out of work early. I asked to have delivery fee waived - they said “absolutely not”.
The first night with the new bed, it was hard as a rock. The bed felt MUCH firmer than the one in the store, and I couldn’t sleep. When I went to the store, the salesman told me to give it a few days and that my body would adjust. He said that the floor sample is softer because it has been on the floor for a year.
After I left, I went to another store to purchase a foam bed topper and Advil PM, which cost $113 so that I would be able to sleep that night.
The next day, Thursday, October 29, I called customer service and spoke to a representative She said that I could either exchange for another of the same mattress, free of charge, or exchange for another model for $249. I was not satisfied with that answer and asked to speak with someone higher up. She said a supervisor or regional showroom manager would contact me within 24 to 48 hours. I then called the showroom manager and he offered me the same thing. I said I wanted to speak to someone higher up and he said he would send an email and have the district manager or regional manager call me back.
I never heard from anyone, so on Monday, Nov. 2, I called the first show room and spoke to the first salesman. He apologized for me getting the run around and said that he would email the regional manager and have him return my call.
Then I called the 800# again the same day. The customer service representative was extremely rude to me when I explained that I listened to the salesman’s advice to buy a firmer bed. She said that she was a consumer first, and customer service second and that if she went into a store, she would never let anyone convince her to buy anything that she didn’t want to buy. She became extremely argumentative and condescending. She told me that I could exchange the bed again but would have to pay another $249 fee. When I told her that I wanted to return the bed, she said that they do not do pick up refunds. After five minutes of arguing with her, she placed me on hold, then came back on the phone and said she would have a supervisor call me back within 24 to 48 hours.
After waiting 24 hours, I called the 800# again the following day, Tuesday, Nov. 3 and spoke with a supervisor. When I told her that I wanted to return the mattress, she said that they do not do pick up refunds. I told her that I would bring the bed to the showroom myself. She then informed me that if I brought the bed to the showroom, they would call the police. I was finally transferred to the regional customer service manager. After spending another half an hour on the phone with him, he offered another comfort exchange, but I would still have to pay half of the fee.
At this point, I am waiting for a call from the escalations dept.