Sadly I have to give a negative review. The short of the story is; bought a sleep set ([redacted]) on May XX XXXX. Started to experience back pain every morning since late 2014. Explored other avenues to cure the pain and finally landed on the source being the mattress. Approached sleep country to warranty exchange the mattress. We followed instructions and submitted an online claim with pictures. The mattress was deemed defective with a center deviation greater than 1.5 inches, and the box spring is completely supported on the floor.Once our claim was approved and we were given a validation number to bring into store for assistance. We promptly visited our closest retail store to start the exchange. The sales associate inform us that the exchange was for a different model as our current model is discontinued and that sleep country is exchanging for a equivalent model, that model being a [redacted]. So being a good sales associate she pointed out the model on the floor and asked us to try it. Both me and the fiance didn't find it comfortable at all, so we tried the bed that was next to it and we both found it very comfortable. And with the pain that I had experience before I want to make sure that I get a mattress that I find comfortable to finally get a good night's sleep. That model is [redacted]. Posted price in store for the [redacted] set is 25xx.00$ and the [redacted] is 29xx.00$. So we wanted the [redacted] and were expecting to pay just a 400 and some price difference. But once asked how much the price difference was, we were blown away at the almost 2000$ price difference. When asked, it is because they are only crediting us for what we originally paid. We were told to contact customer service as the [redacted] is locked in to our claim and the sales associate cannot change it. So we called customer service and they can't change it either. I've tried to escalate to a manager but that is a 1-2 business days wait.
[redacted]
I'm not getting good customer service, and at seems that I'm being punished for having gotten the original bed at a sale price and not it's full price. Because you guessed it.. they don't want to lose money on the exchange instead of making sure that I get the restful sleep they promise in their advertising.
Sadly I have to give a negative review. The short of the story is; bought a sleep set ([redacted]) on May XX XXXX. Started to experience back pain every morning since late 2014. Explored other avenues to cure the pain and finally landed on the source being the mattress. Approached sleep country to warranty exchange the mattress. We followed instructions and submitted an online claim with pictures. The mattress was deemed defective with a center deviation greater than 1.5 inches, and the box spring is completely supported on the floor.Once our claim was approved and we were given a validation number to bring into store for assistance. We promptly visited our closest retail store to start the exchange. The sales associate inform us that the exchange was for a different model as our current model is discontinued and that sleep country is exchanging for a equivalent model, that model being a [redacted]. So being a good sales associate she pointed out the model on the floor and asked us to try it. Both me and the fiance didn't find it comfortable at all, so we tried the bed that was next to it and we both found it very comfortable. And with the pain that I had experience before I want to make sure that I get a mattress that I find comfortable to finally get a good night's sleep. That model is [redacted]. Posted price in store for the [redacted] set is 25xx.00$ and the [redacted] is 29xx.00$. So we wanted the [redacted] and were expecting to pay just a 400 and some price difference. But once asked how much the price difference was, we were blown away at the almost 2000$ price difference. When asked, it is because they are only crediting us for what we originally paid. We were told to contact customer service as the [redacted] is locked in to our claim and the sales associate cannot change it. So we called customer service and they can't change it either. I've tried to escalate to a manager but that is a 1-2 business days wait.
[redacted]
I'm not getting good customer service, and at seems that I'm being punished for having gotten the original bed at a sale price and not it's full price. Because you guessed it.. they don't want to lose money on the exchange instead of making sure that I get the restful sleep they promise in their advertising.