304 Stillwater Ave Furniture

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedI have settled this matter in person with the merchant and accepted his check for my refund I do want to state that I remember our various interactions quite differently from what Mr*** described in his response to my complaintI reject his descriptions of me being passive aggressive and aggressive A consumer who feels he's been baited and switched in any degree is naturally going to be defensive when dealing with the salesmanIt just seems that the customer service ought to be a little more conciliatory from the first under those circumstances. Regards,
*** ***

Mrs*** did indeed purchase two mattresses from our storeOne mattress (*** *** ***) was purchased 6/19/and the second (Also *** *** ***) on 10/12/As she stated, she was very pleased with the first mattress purchase and decided to purchase a second oneThe manufacturer of the
mattress had made a very minute change with regards to the top of the mattress by adding a 1/2" more foam and continued to call it the Same mattressTo the best of our knowledge, there was no reason to assume that the mattress would be substantially or drastically different in it's overall feel as the manufacturer stated that the purpose of the new foam was just to augment the cooling properties of the mattressTherefore, when Mrs*** asked to purchase the second mattress, without hesitation I gladly said I could oblige her requestI did inform her that the mattress was a new model but it should feel the same (as I had assumed at the time).Several weeks after she took possession of the mattress, Mrs*** called me to inform me that she received the incorrect mattress because this mattress didn't feel the same as the previous one that she purchasedI researcher her paperwork and my invoice from the manufacturer to be sure and then I called her backI explained to her that the *** that she purchased was the one that she had ordered and indeed the only model *** mattress that *** made at the timeShe proceeded to call me dishonest and said that I misrepresented what I sold to herI took it very personally as that is in no way my intention with ANY customerDespite her allegations about me being dishonest, I still wanted to help her as much as I couldI explained to her that I was sorry if she felt that I was not forthcoming in some way and if she was not happy with the mattress, after days (as specified by the manufacturer), I would be more than happy to give her a FULL credit for the mattress that she purchasedShe could come back in and I'd personally try and find her something that was a good match.She came in and eventually re-selected a less expensive mattress, leaving her a credit of $I informed her that she was more than welcome to use that credit in our store on any item we carry or can orderOur Mattress Company is VERY explicit that the comfort exchange on mattresses is in NO way a money back guaranteeEven our posted return policy states that all returns after business days will be in the form of a store credit or be subject to a 20% restocking feeShe accepted the remaining credit and I believed her to be satisfied with that solution, only to find out almost months later that she had changed her mind.She made a couple of attempts in the last week to come in and find something to use the credit on and could not find what she was looking forShe asked me when the credit expired and I erroneously informed her that it "must be expiring pretty soon," as it had be months since the credit was issued(I didn't realize that in Maine, store credits do not legally expire) However, I did say I'd be more than happy to extend the time frame until she could find what she was looking forI believed this to be the right thing to do. She was not happy with this solution and she let me know that in a very passive-aggressive fashionI in turn started to get agitated and abruptly replied "I'm sorry ma'am, our policy is store credit and that's what I can do for you." I honestly do regret being so abrupt and given a second chance I would have probably done it differently however, my answer would have been the same. We hold our customers in very high regard and try to go above and beyond when it comes to our customer serviceI believe that we did this is this case as well, but if Mrs*** is amenable, I do have a compromise suggestionI am willing to refund her store credit in the form of a $checkThat's her $store credit less a 20% restocking fee.Please let me know if this would be an appropriate resolution. *** ***General Manager- Stillwater Avenue Furniture