American Bed Inc

Initial Business Response /* (1000, 7, 2014/06/02) */
I'm am very sorry this customer is not satisfied with her purchaseWe went above and beyond to please herCustomer purchased a floor model close out mattressOur clearly posted policy states that floor models and close outs are not
eligible for a comfort exchange and are a final saleIt is also in our posted policy that you must keep your original mattress for days to give your body time to adjust to the feel of your new mattressWe went against our policy to try to please her
*We offered her a refund less restocking fee on final sale merchandiseThis was not acceptable to her
*We then offered her ALL her money back but she did not want to do this either because she needed a mattress to sleep on
*We allowed customer a comfort exchange on her floor model mattress, and allowed it to occur in less than a week periodshe was not charged a restocking fee
*She was only charged the price difference between the mattresses$+ sales tax
*We discounted the comfort exchange delivery fee by 50%
*Her original invoice number *** which she signed, clearly shows she purchased a box spring FND for $
*If the customer says they have frame we do not sell them a new oneIt wasn't until the delivery men saw it did not have a center support he they told her she needed a center supportShe didn't purchase a new frame or center support from us
*She stated she received a different mattress that she tried in the storeShe purchased the floor model and received the floor model which is why it wasn't there when she when back to try it againWe sold it to herI do understand that sleeping on a mattress all night versus trying in the store they can feel a little differentWhich is why we allowed her the comfort exchangeWe want our customer's happy
I have attached copies of our posted policy and receipts
I'm sorry I am unable to refund her any money as we have already given her many discounts, including free sheets and free deliveryThe sale price of the new mattress was more than the sale price of the one she was exchanging
Initial Consumer Rebuttal /* (3000, 9, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They lied , they never told me on the center support and they never stated return for all the money they where going to charge me a restocking fee so they are now lying per ***I would of been charged a restocking feeIn that case I would not have been able to get another mattress and they where taken some of the funds which I am not rich so I had no choice but to do it this wayThey are liarsI will file upgraded complain and if you look at the people who complained there are many with the same issue
Final Business Response /* (4000, 11, 2014/06/03) */
We have been in business for over years in *** CountyWe have great customer service and treat our customers fairlyIf we didn't we would not still be in businessAll queen bed require a center support, Our policies are clearly displayed on the counter and on our receiptsWe went above and beyond already trying to please youI'm sorry but you can't exchange a mattress for a more expensive one without paying for the difference, and we don't give free deliveries for one purchaseRedelivery fees are clearly displayed at the counter as well as on the receipts