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Charleston Mattress®

1078 E Montague Ave STE B, North Charleston, South Carolina, United States, 29405-4856

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Reviews Mattress Charleston Mattress®

Charleston Mattress® Reviews (%countItem)

I purchased a bed from charleston mattress co in April of 2018. I asked them for a particular model they carry or so they claimed. I paid 1068$ for the bed but when I took it home it was the wrong bed to hard. I called the company they said bring it back they will give me the correct bed. They said it takes 4 days to produce a bed. When I took the wrong bed back after 2 days they said they have my bed. I took the bed home. Wrong bed. This bed was too soft. They said bring back the bed and they will give me a bed in the showroom that is the same bed I originally purchased. I tyres to wrap and cover the 2nd returned bed but it got wet. I don't hold charleston mattress responsible for not swapping the showroom bed for the wet bed. Charleston mattress never gave me the correct bed to begin with. Then they said you only have so many days to return any bed they sell you. They NEVER offered to do anything except switch the wrong bed with another bed in the showroom that was the wrong bed. I never wanted a penny back all I wanted was the correct bed from the start. When I took back the second wrong bed a delivery man for the co slipped and said in front in front of me and the owner, we have different manufacturers now that is probably the problem, the owner said shhhhh I saw her. This company is so dishonest!!!!!

Desired Outcome

Refund Since this company cannot and will not give me the bed I payed for honestly and in good faith they should do something yet they just kept my money and said too bad good writtens.

Charleston Mattress® Response • May 13, 2019

Preface: This customer lives over an hour away from Charleston, outside of the free delivery area (Charleston, Berkeley, Dorchester Counties). Our store and prices are an amenity for people that live in the tri-county area close to the factory.

We have two all-foam cooling gel memory foam mattresses in our store. The Ocean 12, which is 12" in height and the Ocean 10, which is 10" in height. We started offering these in October 2013 and we have not changed suppliers. We have over 5 years of documentation showing this if needed. This customer's last few sentences about the delivery driver and owner being dishonest and that we "changed manufacturers" is not correct. He must have misinterpreted something.

This customer chose the Ocean 12 on 4/24/18 since that's what his girlfriend had purchased a few years earlier. Again, we only offer two mattresses that look like this, so the only mistake could have been grabbing an Ocean 10 instead of an Ocean 12, which we did not. Our delivery team leader has logged over 10,000 mattress deliveries, so he would have caught that when they brought it to the store. Also, the factory has been building mattresses since 1914, and the staff has combined 300 years experience. They are good at catching things like this. And if they don't, we fix it.

Many months pass, and the customer calls us to say his mattress is too firm. We do have a 14-day return policy and ten year warranty, which are clearly posted on the website on every page in the footer. The 14-day return policy is also listed on every receipt we print, email, or text to customers, and explained during time of purchase.

We knew the first delivery was probably the correct mattress, but in good faith and taking the client on his word, we replaced it even though it was well beyond 14 days. Our supplier does offer a firmer version, which we do not carry. We thought maybe a firm core accidentally got mixed in with an order for the first time.

When we got the first mattress back, we confirmed it was the correct mattress that he ordered. We triple checked the second one we sent out to make sure it is correct. When the customer got home with the second mattress, he called to say the second one is too soft and claims it's the wrong mattress. He wants it to feel exactly like the floor model. So we offered him the actual floor model, so he's getting the exact mattress he tried in the showroom. At this point, we know the first mattress was correct, and the second was correct too. But, to ease his mind, we offered the switch if he'd simply bring the second mattress back to the showroom. We have nothing to gain by sending the wrong model to him.

He lives over an hour away and drove his second return to the store uncovered in the back of a pick-up truck through a rainstorm. Our 14-day policy states that the returned mattress has to be "in like-new condition, free of stains, tears and not soiled. Returned mattresses are never resold as new mattresses." The second mattress was soaked from the rain since he made a poor judgment call. Then we had to make a judgment call to refuse to take the return. We've never had something like this happen.

We deliver thousands of mattresses a year to happy customers. This means our delivery team enters thousands of homes, setting up very large mattresses, removing old mattresses, being on time, etc. We go up spiral staircases, on elevators, over balconies, through historic homes, on ferries. After all this, the customer then has to like how the mattress feels, and we have a good policy in place in the rare occurrence they do not.

Through our BedShred.com program, we've also helped keep over 75,000 mattresses out of landfills since July 2015; learn more at BedShred.com. We are the only store in the United States that does this voluntarily. This also gives us a good inside look at the competitions' product. Never before have we felt more confident that we are offering the best product and overall experience.

The factory has been building mattresses a long, long time. Unfortunately for us, national brand stores and online retailers are setting pretty low standards for product, service, staff and honesty. This customer is not from Charleston, and phoned in his first order. He probably assumed we operate like many other stores in the industry. But we certainly hold ourselves to higher standards.

Certain factors can play into the feel of a mattress, including room temperature, sheets, bedding, and overall care of the mattress. That's why we give customers a 14-day trial to see how it reacts in their personal environment. The client issuing this complaint was shopping with his girlfriend who spoke over our owner/salesperson so some of this information may have gone unheard.

We sell a lot of Ocean 12 mattresses with very few complaints. In hindsight, we should have adhered to our steadfast policy. We were trying to go the extra mile to give incredible service because we are small and somewhat agile, and our reputation is what separates us from the competition.

Because we are a small, local business and several family's livelihoods depend on our continued success, we hope that you will fully consider this response. Please let us know if you have any questions or need any further detail; however, we have submitted this statement to include the full account of the interactions with this client.

Customer Response • May 14, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The charleston mattress co is so dishonest. Everything they said in there response is a blatant lie. I do not live a hour and a half away from charleston. My mother lives a hour and a half away. That's where I took the bed. I refuse to comment any further about there total dis honesty and underhandedness and bad business practices.

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Address: 1078 E Montague Ave STE B, North Charleston, South Carolina, United States, 29405-4856

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