Mattress Warehouse (Sleephappens.com) in Columbia, MD Complaint - A very unsatisfactory and stress-filled experience
6110 DOBBIN ROAD, COLUMBIA, MARYLAND -- A very unsatisfactory and stress-filled experience. This company advertises 'money back guarantee' in their radio and other ads. When they want to sell you something they are all nice and can do all kinds of things, right in the store. After you pay your money for a mattress set plus $65 for delivery, you get a nice sales contract/invoice with no mention of tortuous return or exchange policies.
Days after our new Serta mattress was delivered in October 2010 the top sagged. We called our salesman, we first we simply requested an exchange for the same model but our salesman said he was powerless to help, had to pass us to supervisor. He and the supervisor, then others at the company offices in Frederick, MD made us jump through hoops. On 16 November we put the matter into contest with our credit card company.
On 18 November Dan (of the company) said they would arrange for an 'independent inspector' to visit and judge whether or not there was problem; whatever happened to simple 'customer satisfaction'? We took a day off work on 27 November (yes I work Saturdays) to be home when their inspector visited our home and he confirmed the problem. Then the inspector sent us a form authorizing the exchange. Next Frank, the manager of the Mattress Warehouse Columbia store, demanded we pay another $65 for delivery of the replacement mattress! We said 'no'. They finally relented after I reminded Frank this was in contest with our credit card company and they will not be paid if we are not happy. Finally he called back, waived the $65 fee, and on 7 January 2011 sent a replacement mattress (another day off work to be there). The replacement appeared to have a similar problem in the making (even their delivery guys saw that). We asked them to take the new and old mattress back - the drivers said they 'did not have that authority'. With the delivery people there, we called their dispatcher who said she had no authority to take back the mattress for refund. We asked for and spoke with Tracy her 'supervisor', she too had no authority to refund our money then tried to talk us into meeting a 'regional/area supervisor' who appears to be a glorified salesman with no authority to authorize any refund.
We have notified the credit card company that contrary to claims by Mattress Warehouse that this has been resolved, this it is not. Now we simply want our money back, and want nothing more to do with this outfit. They are good at taking money and advertising promises, but horrible waste of time and energy to deal with when a problem, even a proved problem, occur. By the way, it took nearly two months for us to get to this point, in the meantime our son is not sleeping well on his sagging Serta mattress, the matter is still in contest with the credit card company, and next we are filing a formal complaint with the Maryland State Attorney General's Consumer Protection Office.
This company just doesn't get it - they can not Win a battle with any customer for the price they and their reputation will pay. Or, maybe this works for them as too many other consumers simply give up?