Mattress Overstock of DuPage, Inc.

Initial Business Response /* (1000, 5, 2014/07/15) */
Company has a day comfort guarantee which allows for exchange of equal or greater value product but not a return for refundCustomer in this case called the manager who sold her the bed and said that she thought it was too soft for
her and wanted the firm version of the same mattressManager told her we would be able to accommodate her but strongly suggested that she first come to the location to lie on the mattress and make sure it was the one she wantedShe stated that she was unwilling to come to the location and would just rather schedule the exchange over the phoneThe firm version of the mattress is not is stock but once it arrives the exchange can be scheduledDelivery/pickup charge is extra and not covered under the exchange policyI am disappointed to hear the the customer in this case feels she cannot trust the companyWe are an A+ accredited company with the Revdex.com and address any issues our customers have to make sure that the grade will always be maintainedCustomer in this case answered survey on delivery ticket indicating she was very happy with service received and rated it a out of a possible indicating excellent delivery serviceWe will strive to resolve this issue and make sure she is as impressed with this company as she was upon delivery of her new mattressIncluded with this response is the customer original invoice, delivery ticket with customer survey and a copy of all policies listed on the back of customers invoice
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager states weeks to do replacementHe has not contacted me in any wayI was open to firm in any brand near the cost of the current mattressHe said all other mattresses are twice as muchThat was not the pricing when I was in the storeNow I do not trust this companythe way he spoke to me was as if I did not matterFrom my first phone call about discomfort with the mattress he was like I am doing nothing and you will get it in a few weeks when I get around to itThen he stated I will call you when ever that is and hung upTo this day X-no contact from company
Final Business Response /* (4000, 11, 2014/08/08) */
Customer came to location earlier this week (week of 8/4/14) and picked out replacement mattress that she likedExchange was carried out on 8/7/

Initial Business Response /* (1000, 8, 2014/12/29) */
2 TXL mattresses in this case were specially ordered for the customer based on her decision to go with them rather than a single king size mattress for her adjustable bases. It was explained to her at the point of purchase that special...

order items cannot be exchanged. This point was reiterated in April of 2014 when she contacted this office regarding same issue. After speaking with salesperson regarding this issue I am certain he in no way misrepresented this company's policies. As a show of good will and to permanently resolve this issue a company representative will reach out to this customer to arrange for an exchange of the two mattresses she has presently for a king size of equal or greater value. Returned mattresses must be in perfect condition and cannot be worn or stained in any way.