Foothill Mattress Center

Review: A few weeks ago I was researching mattress stores online as I was in need of a new mattress. Foothill mattress was one of the stores I researched and decided to go with them in part because on their website they advertised a satisfaction guarantee that offered an exchange or full refund if not satisfied with your mattress purchase within 30-days.I purchased a simmons beauty rest mattress from them as I had good experience with simmons in the past. When the mattress was unpackaged on delivery it gave off a fairly strong chemical odor that gave me a headache and caused my asthma to flare up. I let it air out with the windows open for several days. The smell decreased, but the fumes were still present because as soon as I tried to lie on the mattress my headache and asthma symptoms returned.After over two weeks I gave up on waiting for it to get better and went to talk with the owner, Betty. She initially told me to go home and try some febreeze on the bed, but I knew that wasn't going to solve anything. I asked about getting a refund and was told they don't offer refunds (contrary to what was advertised on their website). I was told a different policy was posted at their counter that offered exchange only. I told her that she should take that off their website if it isn't true -- and the refund option has now been removed from their site at least ( I do have a copy of their previously posted online policy). I had not noticed this different satisfaction policy posted in the store on my purchase as I had already researched their policies online. Betty was not open to further discussion of a refund, though that is what I really wanted. As a last resort I agreed to try taking the floor model in exchange, because maybe it had enough time to off-gas the fumes from the foam, adhesives, fire rdent etc. that it would be OK for me.The floor model has less of an odor, but I have the same headache and respiratory symptoms when I lay on it. I have not slept in a bed for about 3-weeks now.Desired Settlement: I would like the refund that was advertised on their website but was denied to me. I only took the floor model mattress because I was desperate for a bed and had been refused a refund. The floor model still causes me to have adverse health symptoms of headache and asthma flare up. I spent $950 on a mattress set that I cannot sleep on. I have not had a problem like this with a mattress before. I have no choice but to shop for an organic mattress now, which I will have to take on debt to buy.

Business

Response:

Mr. [redacted] had an issue with a mattress set that was delivered to him several weeks ago. We replaced the mattress and have heard nothing from him since. We assumed his issue was resolved. We were not aware that he was having an issue with the second mattress. It is unlikely that we can deliver anything to meet Mr. [redacted] expectations. We will contact him to arrange a date and time to pick up the mattress and will refund the purchase price at that time.

Business

Response:

Mr. [redacted] had an issue with a mattress set that was delivered to him several weeks ago. We replaced the mattress and have heard nothing from him since. We assumed his issue was resolved. We were not aware that he was having an issue with the second mattress. It is unlikely that we can deliver anything to meet Mr. [redacted] expectations. We will contact him to arrange a date and time to pick up the mattress and will refund the purchase price at that time.

Business

Response:

Mr. [redacted] had an issue with a mattress set that was delivered to him several weeks ago. We replaced the mattress and have heard nothing from him since. We assumed his issue was resolved. We were not aware that he was having an issue with the second mattress. It is unlikely that we can deliver anything to meet Mr. [redacted] expectations. We will contact him to arrange a date and time to pick up the mattress and will refund the purchase price at that time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will drop my complaint as soon as they come pick up the mattress set and refund my money.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will drop my complaint as soon as they come pick up the mattress set and refund my money.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will drop my complaint as soon as they come pick up the mattress set and refund my money.

Sincerely,

Review: To Whom It May Concern,I purchased an Essentials Queen Size Pine and Iron Sleigh Bed from Foothill Mattress Center, Inc. on 07/06/14 for $431.41. They delivered and installed the bed at my house yesterday, 07/17/14. Due to my full-time job, I had a family member stay at my house to receive the delivery since I was unable to be there. When I arrived home after work and checked on my new bed, it was damaged in 3 different locations. I discovered a 2-inch gash in the pine wood on the headboard, a 1-inch gash in the pine wood on the back leg of the bed and a third gash in the pine wood on the front of another leg of the bed. I took pictures with my camera and called Foothill Mattress Center, Inc. and left a message on their voice mail to please call me and send me an email address so I can send them the photos of the damaged bed. The owner, Mr. [redacted] called me today (07/18/14) and was very disrespectful, argumentative and condescending over the phone. He told me that his delivery team confirmed that the bed was damaged upon delivery and that there was nothing he could do about it. I explained that it was a lot of money to pay for a new bed that was delivered damaged and that I was hoping that he could compensate me or help me figure out how to make things right, but he said that the bed is now discontinued and there will be no compensation due to it already being on sale and had been in his warehouse far too long. I tried explaining my concerns and he kept interrupting me and made me very upset. I am writing the bureau in search for help and would like to be compensated for the damaged bed and treated with respect and kindness since I am the customer. Ms. [redacted], my Human Resource Supervisor at my place of work was a witness to this call today between myself and Mr. [redacted] and agrees that he was verbally abusive over the phone and recommended that I report him and his company to the Revdex.com. Thank you, [redacted]Desired Settlement: I would like a complete refund for $431.41 mailed to my home address as soon as possible.

Business

Response:

The customer purchased the bed in question "As Is" and received a 50% discount. She was fully aware of the damage and defects the bed had. In the spirit of customer service, we picked up the bed on 7/30/14 and gave the customer a check for the full refund of $431.41 Please close this file.