Live Well Mattress & Furnishings Centres Reviews (%countItem)
Live Well Mattress & Furnishings Centres Rating
Address: 200 1st St Ste B, Alamogordo, New Mexico, United States, 88310-6518
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On 8/29/2018 I purchased 3 sets of mattresses (1 king and 2 queens) from Sleep well for a total of $2,720.86
At the time of purchase, I was ASKED if I wanted to buy any mattress protectors. I said "No, I already have some". I was not informed at that time that if I did not buy a mattress Protector from their store that I could not exchange the mattresses if I did not like them after a trial. David just smiled and wrote up the contract. I bought and paid for them, in good faith, with a credit card. After 3 miserable nights sleep I told David that the mattresses were too soft and wanted an exchange. At first he refused because I did not buy a mattress protector from them(I was not told I had to buy one from them). After a heated argument, and another trip to the mattress store, David said he would do me a FAVOR and exchange the King. I told him that I also wanted the queens exchanged. David, paraphrasing, said they could not do that. I have also contacted my credit card company about this fraudulent sale. They are currently looking into the matter.
To whom it may concern: My name is Javier C, owner of the business known as Sleep Well. This is my statement regarding my dealings with Mrs.. I was working my Carlsbad store on October 9, 2018 when I received a phone call from Mrs. regarding her issue. I had not been fully briefed on the issue, as my wife Gretchen C was the one dealing with my management at the store on this particular issue. Mrs. immediately upon hearing that I was not fully familiar with the matter took offense and became combative with me on the issue. I tried several times to ask questions regarding her mattress purchase, and to explain why we could not honor any returns or exchanges without mattress protectors. I also tried many times to see if we could work on another fix and find out more on her situation. Instead of hearing me out in trying to seek options Mrs. threatened legal action and threatened telling everyone she had been "ripped off" by my company. I tried many times to calm the situation. As a company we have dealt with several customers whom have purchased the wrong mattress and we have never had anyone not work with us on finding solutions. This was truly a different case with Mrs.. Mrs. would not listen to any alternate ideas other than her way and if her way was not going to be agreed upon, compromise would not be found.
After several minutes of my apologizing for not being able to fix the situation in the manner that she wanted and Mrs. threatening that I would fix it her way or she would smear the company name publicly in many ways, we agreed that the matter would not be fixed this way and she hung up. Sleep Well is a mattress retailer. Mattresses due to the way they are used are not an item that many retailers accept returns or exchanges on. A mattress is in contact with body oils, fluids, and other personal discharges, because of this it is not a feasible business model to accept a mattress return. Sleep Well handles the issue of returns in the way that some of the national chains do, we honor a 30 day guarantee IF the customer has purchased a mattress protector from our stores. We detail the guarantee on EVERY one of our invoices, our website, our social media, and our video feeds. We do not hide our guarantee from anyone, in fact we make it very obvious because it is a BIG selling point for customers. As I had stated above, not many retailers will do this service and our customers know this and love the fact that we would honor a worry-free purchase. We do not honor exchanged mattresses if the customer is using a previously owned/used mattress protector due to several factors. An older protector can have wear which allows areas of non-protection on the mattress. A used protector can have odors from previous usage. An older protector can have residue from previous usage. An old protector is not up to the standards of our vendor and is not a guaranteed coverage on the mattress. For this reason, we do not allow for the use of older mattress protectors for our 30-day Guarantee. As owner of Sleep Well I have had many occasions to work with customers whom just aren't satisfied with their initial purchase. We have always found a way to appease them and keep our friendship with them. I have included several examples of our past customer service efforts and victories in finding solutions. I believe we could have worked with Mrs. if we could have found a mutual respect and been able to communicate options towards compromise. I believe Mrs. has been mistreated in the past by less service-oriented companies and may have taken that trepidation along with her in this issue. By no means do I consider this issue beyond reproach, no customer issue has been beyond finding a compromise to work with.
Thank you for your time, Javier COwner Sleep Well
Complaint: ***
I am rejecting this response because:
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
First of all... I had every reason to be angry. I went to their store in good faith, spent close to $3,000.00 and ended up getting screwed and stuck with beds that are too soft.
They kept telling me that they would "do me a favor" and WORK with me on the King set and exchange it, but would not exchange the two Queen sets because I did not buy protectors from their store....
I went back to their store to choose an exchange for the king and when I was leaving the store, I told David to make it right by me and to order the two PLUSH Queen sets for an exchange and I told him it was not acceptable NOT to exchange them and I left the store.
I waited a good week and called to see when I could expect the queen mattresses to be in and delivered. Javier took my call and said the queens were NEVER ordered!!! When I got him up to speed as to what happened and why I was upset. He kept telling me he could not exchange them because I did not buy protectors from them. That doesn't sound like he was trying to appease me in any way... Again, I was not told, at the time of the purchase, that I had to buy a protector from them in order to make an exchange....................... This seems to be the part they can't understand!
A "store policy" is Null and Void if the second party is not privy to the store policy. I WAS NEVER TOLD I HAD TO BUY A PROTECTORS FROM THEM IF I WANTED AN EXCHANGE....... NEVE!!!!
That is until there was a problem.......
So no..... The problem has not been resolved to my satisfaction.
This is not about how upset, or not, I got over a long period of time trying to get them to do the right thing . It is about having integrity and doing what is right!
I was" never" told I had to purchase protectors from Sleep Well in order to get an exchange from them if for some reason I did not like them.
I am now caught up in their unscrupulous business practices..