Factory mattress and bedrooms Complaint - Don't shop at factory mattress and bedroom

Review by ANNJ on 2009-12-16
GREENVILLE, NORTH CAROLINA -- I purchased a new queen mattresss set 9/2009. After a month and a half, it was sagging so we flipped it. by the time we had the set 2 months and 3 weeks it was sagging so deeply in the middle that I went back to the store and complained about a factory defect in this mattress. This mattress looks like it is 20 years old when we get up in the morning (I should add that neither my husband or I are obese). On Dec 2, 2009 they sent out a man to measure the depth of the sag. 2 weeks later on Dec 16 2009, I had still heard nothing so I called and spoke to mitchell the store manager who didn't know anything, but would check and get back to me right away. Several hours later that day I went to the store in person to speak to the manager who told me the factory waranty was void because there was a stain on the mattress. There is no stain on the mattress as it has always been covered by a 2 inch thick foam pad AND a cotton mattress cover on top of that. The store website even has a large section describing their satisfaction guarantee and how they will take a return if the customer is not satisfied with the product. The manager mitchell told me that the website guarantee did not apply to their store!!! I even pulled up the website on my iPhone while in the store so he could show me where this did not apply was written- but he would not. because there is no disclaimer for their store on this website!!! Imagine such crap from the store manager. I am totally disgusted with this store and will never ever shop there again. and will recommend to everyone I know that they not shop there either. Not only are their products faulty and poor quality but also their warranty and satisfaction guarantee advertising is false. I suppose by pushing poor quality/reject products onto the unsuspecting public is how they are able to offer "lower prices".
Comments:2 Replies - Latest reply on 2010-02-15
Posted by Hugh_Jorgen on 2009-12-16:
If there is no stain on the mattress, you need to take plenty of good color photographs and head back to the store. If they still won't back their warranty, you might consider taking them to small claims court in your area.

A friend worked for a major mattress manufacturer and one thing I learned was that ANY stain on a mattress will void the warranty. They don't know what the stain is - and it might be harmless - but they have to assume it's a biohazard and they won't touch it from that point on.
Posted by FaireMaiden on 2010-02-15:
Go to What's The Best Mattress dot com. There you will find plenty of advice about purchasing a mattress. As well, the Forum there will provide you with loads of people in the same boat as yourself, and what to do about it.

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