Customer came into our store and tried to get her money back because she did not like the comfort level of her mattress set after having it for a few weeks. She was told that we do not take back mattress sets because she does not like it. She became angry and threatened to post a
negative review online. She then wrote a review on our Facebook page stating that we do not care about our customers and she was unaware of our store policy. Customer signed and initialed her invoice (attached image) of agreeing to our store policy. We also have very visible signs stating this policy when the customer signed the sales agreement. We do not take back mattress sets because a customer does not like a mattress set. Most of our customers spend a good amount of time trying out all of mattress sets to make sure that they get a good feel for the mattress before making a purchaseThe customer chose (in her words stated above) to lay on a mattress for seconds and then make her mattress purchase. Since we have opened our business years ago, we have always had our store policy of ALL SALES FINAL and we have sold thousands of mattress sets AND have kept an A+ accredited rating with the Revdex.com. We do not take back any mattress sets for a customer not liking themWhether a mattress set is purchased from a big company or a small, locally owned business like ours, mattress manufacturers/companies DO NOT take back mattress sets because a customer does not like a mattress setCompanies that offer the "comfort guarantee" or "don't like it, bring it back" do not send these mattresses back to the mattress manufacturer/companyThey are most often re-sold to another customerWho wants to have a mattress set with a previous history? This is why we DO care about our customers and only sell 100% new mattress sets and do not offer to take back any mattress setsNot too long ago in Austin a very large mattress store was fined by the Texas Department of Health for taking back mattress sets because of their "comfort guarantee" policy and reselling them to customersWe ask all of our customers to initial and sign that they have read and agreed to our store policies on all of our receiptsAgain, the photo of the customer's receipt is attached. We stand by our store policy that all sales are final and we will not take back a mattress set because the customer does not like it
Complaint: [redacted]
I am rejecting this response because:
I absolutely reject this response as it, in no way, addresses the issue which is that this unethically sells their expensive products to consumers. The only reason they've maintained their A+ rating is because unhappy customers go to yelp & Facebook to voice their concerns, instead of the Revdex.com, and this is evident by their sub-standard review of ~2.5stars.
Also, their reflection of what I requested when I returned to the store is incorrect. I returned to the store, in good spirits, expecting to receive store credit, not expecting to receive a full refund. 'Store Credit Only' IS reflected on the sales receipt below the statement of 'All sales final' which is what set my expectation that an exchange would be possible. My tone did change when I was informed that store credit would not be honored.
I am not an unreasonable consumer, but I was taken advantage of by this business, and based on the other public reviews, I'm not the only one and won't be the last.
My request for a full refund stands, and, I hope as a result, this business will more effectively publicize their strict policy and genuinely help customers make an informed decision before purchase.
Regards,
[redacted]
Customer came into our store and tried to get her money back because she did not like the comfort level of her mattress set after having it for a few weeks. She was told that we do not take back mattress sets because she does not like it. She became angry and threatened to post a
negative review online. She then wrote a review on our Facebook page stating that we do not care about our customers and she was unaware of our store policy. Customer signed and initialed her invoice (attached image) of agreeing to our store policy. We also have very visible signs stating this policy when the customer signed the sales agreement. We do not take back mattress sets because a customer does not like a mattress set. Most of our customers spend a good amount of time trying out all of mattress sets to make sure that they get a good feel for the mattress before making a purchaseThe customer chose (in her words stated above) to lay on a mattress for seconds and then make her mattress purchase. Since we have opened our business years ago, we have always had our store policy of ALL SALES FINAL and we have sold thousands of mattress sets AND have kept an A+ accredited rating with the Revdex.com. We do not take back any mattress sets for a customer not liking themWhether a mattress set is purchased from a big company or a small, locally owned business like ours, mattress manufacturers/companies DO NOT take back mattress sets because a customer does not like a mattress setCompanies that offer the "comfort guarantee" or "don't like it, bring it back" do not send these mattresses back to the mattress manufacturer/companyThey are most often re-sold to another customerWho wants to have a mattress set with a previous history? This is why we DO care about our customers and only sell 100% new mattress sets and do not offer to take back any mattress setsNot too long ago in Austin a very large mattress store was fined by the Texas Department of Health for taking back mattress sets because of their "comfort guarantee" policy and reselling them to customersWe ask all of our customers to initial and sign that they have read and agreed to our store policies on all of our receiptsAgain, the photo of the customer's receipt is attached. We stand by our store policy that all sales are final and we will not take back a mattress set because the customer does not like it
Complaint: [redacted]
I am rejecting this response because:
I absolutely reject this response as it, in no way, addresses the issue which is that this unethically sells their expensive products to consumers. The only reason they've maintained their A+ rating is because unhappy customers go to yelp & Facebook to voice their concerns, instead of the Revdex.com, and this is evident by their sub-standard review of ~2.5stars.
Also, their reflection of what I requested when I returned to the store is incorrect. I returned to the store, in good spirits, expecting to receive store credit, not expecting to receive a full refund. 'Store Credit Only' IS reflected on the sales receipt below the statement of 'All sales final' which is what set my expectation that an exchange would be possible. My tone did change when I was informed that store credit would not be honored.
I am not an unreasonable consumer, but I was taken advantage of by this business, and based on the other public reviews, I'm not the only one and won't be the last.
My request for a full refund stands, and, I hope as a result, this business will more effectively publicize their strict policy and genuinely help customers make an informed decision before purchase.
Regards,
[redacted]
This customer has already had her money refunded to her