Mattress Mania

Review: We had Gone into their store on 06/30/2014 and worked with a salesman named [redacted] We had previously shopped multiple companies and tried dozens of mattresses. We tried a mattress there that we fell in love with and purchased both a king and queen of the mattress. Upon a late delivery of the queen mattess on 07/05/2014 outside of the promised window on Saturday, the mattress is beyond a doubt not the mattress that we had tried in the store! We went in today on 07/06/2014 and tried to have them return this mattress that they had delivered us, which they refused. The person we talked to was our original salesman [redacted] who now claimed to be the manager. His best offer was to charge us a 20% restocking fee and give us an in-store credit. At this point we have returned the king mattress we have not received and would like them to get this mattress that is too uncomfortable for us to sleep on and give us our money back for a product we did not order!Desired Settlement: We would like to pay the company a delivery fee to come and pick up this mattress and give us our money back. This is the first and the last time we will shop with mattress mania at this point, maybe they can change that.

Business

Response:

Initial Business Response /* (1000, 6, 2014/07/10) */

Subject: Revdex.com Complaint

Case #XXXXXXXX

Date: 07/10/2014

On June 30th, 2014 [redacted] came into our Corvallis Mattress Mania location and purchased a king and queen sized St. Croix Pillow Top mattress. We scheduled delivery for only the queen mattress with the customer for a Saturday, but due to human error on our part, we were late with the delivery. To compensate [redacted], we agreed to provide him with two free pillows. [redacted] stated that he had not expected that outcome and expressed gratitude for the consideration.

On July 6th, 2014 [redacted] came into our Corvallis store again. [redacted] expressed his concerns over the softness of the mattress that he had purchased. We informed him, as he was informed at the time of purchase, that all mattresses are firmer initially until the comfort foams atop the bed are broken in. We assured [redacted] that he had received the correct mattress and that after 3-4 weeks the mattress that he received would feel exactly like the one in the store. Seemingly content with this response, [redacted] then informed us that he found a softer king mattress that he liked better at another store and requested that his king mattress, that he purchased through us, be refunded. We informed [redacted] of our 20% restocking fee, which is clearly outlined on all of our store's receipts, which [redacted] had agreed to when he signed our copy of his receipt. In the spirit of good customer service, we told [redacted] that we would waive the 20% restocking fee since we had not delivered the king mattress yet. We also informed [redacted] that we were only going to compensate him for the late delivery with one pillow instead of two, since now he has no longer purchased two beds from us. He agreed that this was fair and we gave him one Artic Breeze pillow, a $79 value, free of charge. [redacted] then asked what we could do for him if he wanted to return his queen mattress as well. We informed him, as he was informed at the time of purchase, that per store policy since he has received the queen mattress already, he had 100 nights to try the queen mattress and if he chose to return the mattress within that 100 night period, that we would charge a 20% restocking fee on the returned bed and issue him credit towards another bed in our store. [redacted] signed a contract at the time of purchase agreeing to the aforementioned policy. We refunded [redacted] for his king mattress and he departed, seemingly 100% satisfied with my efforts and the outcome of this issue.

[redacted] has not informed us of his intent to return his queen mattress, and this Revdex.com complaint comes as a surprise to us. We have no issue replacing his existing mattress with a new one of the exact same model from the manufacturer, at no charge, if he feels that there is manufacturing defect. If [redacted] would like to change to a different mattress, due to comfort, we will be happy to do an exchange within the confines of our 100 Night Guarantee policies and procedures.