Mattress World Discount Sleep Center

July 7, 2015To: [redacted] From: Chuck K[redacted]Asst. General ManagerRe: Case ID # [redacted])Fax Transmission Includes 6 pages including this title pageThe following information was given to the consumer’s credit card company as she disputed the charge but, lost the dispute....

The information is relevant to the BBS’s requirements for a response from Mattress World.May 19, 2015To: [redacted]From: Chuck K[redacted]Re: Case # [redacted]The following is the accounting of the sale to [redacted] purchased a Simmons Twin Luxury Firm Beautyrest Candace Mattress and matching Beautyrest High Profile Foundation at the East College Ave, State College, PA Mattress World Store location on April 20, 2015. The sales consultant, H.P. R[redacted] explained the option of a low profile foundation with the mattress [redacted] selected. At that time she chose to order a high profile foundation, The sales consultant explained that the merchandise was not a stock item and would have to be ordered before delivery could be arranged, The customer was given a hand written receipt and paid for the merchandise with her discover card signing the merchandise slip and given a customer receipt slip where at the bottom of the slip on both copies states “Mattresses and boxes are not returnable once left in customers home.” This policy is also posted in all store locations including the East College Ave. State College Store location. The merchandise arrived on May 4th into the Mattress World Distribution Center in Bellefonte, PA. H.P. R[redacted] notified [redacted] that the merchandise had arrived and she agreed to a delivery date of May 9th,  Saturday to her residence.The delivery team delivered the merchandise to [redacted]’s residence on Saturday, May 9th. No one was at the residence. [redacted]’s neighbor met the delivery team and explained that [redacted] would not be home but, that [redacted] had instructed her (the neighbor) to tell the delivery team to place the merchandise on the front porch.The next day, Sunday, May 10th [redacted] visited the East College Ave. Store location and stated that the foundation was too high and would like it exchanged for a low profile foundation, The sales consultant, H.P. R[redacted] explained the merchandise could not be returned as the items were left overnight at the residence stating the posted company policy. At this time [redacted] stated that H.P. R[redacted] had written the incorrect merchandise on the sales receipt. He explained that he remembered her order vividly as [redacted]’s sale had taken a longer time than usual for her to make her selection of the merchandise.On May 11th [redacted] contacted me to state that the merchandise she wanted was not the merchandise that was ordered. I explained to her the company policy that items left in the home overnight could not be returned and that she had a hand written receipt showing her what she had ordered.

Review: We had a very bad experience with Mattress World. The sales rep of the name H. P. R[redacted] placed an order different than requested. But after our phone calls Mr. R[redacted] and his supervisor Chuck refused to acknowledge their error, an exchange/return was denied. They were uncooperative, unprofessional, impolite and unwilling to help.Desired Settlement: refund of the merchandise and pickup of wrongly delivered items, which are still on the porch, where they were left.

Business

Response:

July 7, 2015To: [redacted] From: Chuck K[redacted]Asst. General ManagerRe: Case ID # [redacted] ([redacted])Fax Transmission Includes 6 pages including this title pageThe following information was given to the consumer’s credit card company as she disputed the charge but, lost the dispute. The information is relevant to the BBS’s requirements for a response from Mattress World.May 19, 2015