Water Bed Sleep Shoppe, Inc.

Mr*** *** came in many times to “Try Out” the different beds before making his first purchase on June 17, (Many times accompanied by his mother) When he did decide which mattress he wanted ,he chose to “special order” a twin XL size, high end mattress(This was sold to him at a special
consideration, reduced price.) He was putting this mattress on an adjustable base that had recently been given to himHe immediately decided that he did not like this combination and called to see if he could exchange the mattress and get the exact same thing in full size with a regular boxspring We explained that he couldn't exchange just because he changed his mind and wanted a different sizeThen he called back and said it was defectiveHowever, no defects were found.The mattress that he purchased did have a 'Comfort Guarantee', but the customer is required to sleep on the mattress for a minimum of days(it takes to weeks for the body to adjust and the new mattress to settle in)After much time and effort we were able to get special permission from Serta Mattress Mfg to wave the days and do an immediate exchange (even though there were no defects)They consented and after only a few days he was allowed to 'reselect' with FULL CREDIT (even though our company policy on special orders is to retain 50% restocking fee).Originally he wanted the same mattress in full size, but when he came in he started trying out other mattressesIn an effort to accommodate Mr***, and finally satisfy his needs, we also waved the rule that his exchange would have to be with product from the same manufacturerHe was allowed to choose a mattress from any manufacturer or use his credit toward ANYTHING in the store, even though this offer would be costly to us 'behind the scenes' He again chose a mattress but from a different manufacturer after a lengthy 'trying out visit'This was a less expensive mattress, in full size and he chose an adjustable base instead of a boxspring.Mr *** chose not to get XL (extra long length), which would be the same length as the queen size that he tried out in the storeHe did question at which point the upper part of the base hinged at and was explained that the full is shorter, that it will be hinged where it is 'appropriately' supposed to flex-hinge and that this cannot be changedThe manufacturer makes it one way and only one wayKeep in mind that the lumbar area (point of flexing) can only be at a certain point and no matter who is on the mattress that hits everyone the sameIt's just how tall your upper body or long your legs are whether you need the extra length and he appears to be below average heightThere was also only one choice in regular full size adjustable base. He was told numberous times that this was his one and only, 'final' exchange and to take his time reselectingWe wanted him to “Be Sure” before we special ordered something else for him.The new special order came in and was delivered and set up in his home on July 22, Later that day he called and said that the mattress was not fitting the frame correctlyWe scheduled a service call for Monday, July 25, Before the service men were able to get to his home, he called again stating that it wasn't the right mattressDuring the service call it was determined that it was, in fact, the correct mattress and that it did fit the frame properlyIt was again explained to him that it would take time to 'train' the mattress to flex on the frame and that he needed to 'break it in' and let his body also get used to the new mattress This information was also confirmed by the mattress manufacturer Mr *** was given full opportunity to choose anything he wanted and he was not “promised” anything other than the receiving and delivery of the exact product that he chose He has that product and it has been 'rechecked' that there are NO DEFECTS.We have given him discounted prices, made several 'exceptions' to the rules, went out at no charge to the customer to do a service inspection and found no defects or problemsWe have gone above and beyond to try and help this young manThe manufacurer will not take this special order product back This product would be difficult to re-sell due to the fact that it is an unusual size for an adjustable bed, therefore making it impossible for us to re-coup our money As mentioned above, special orders require 50% non-refunded deposits. We do believe, if given the chance, that he will realize that the items he chose are good products and will work to do what he originally was looking for in an adjustable bed and mattress.Thank You,Landmark Home FurnishingManagement

Mr*** *** came in many times to “Try Out” the different beds before making his first purchase on June 17, (Many times accompanied by his mother) When he did decide which mattress he wanted ,he chose to “special order” a twin XL size, high end mattress(This was sold to him at a special
consideration, reduced price.) He was putting this mattress on an adjustable base that had recently been given to himHe immediately decided that he did not like this combination and called to see if he could exchange the mattress and get the exact same thing in full size with a regular boxspring? We explained that he couldn't exchange just because he changed his mind and wanted a different sizeThen he called back and said it was defectiveHowever, no defects were found.The mattress that he purchased did have a 'Comfort Guarantee', but the customer is required to sleep on the mattress for a minimum of days(it takes to weeks for the body to adjust and the new mattress to settle in)After much time and effort we were able to get special permission from Serta Mattress Mfg to wave the days and do an immediate exchange (even though there were no defects)They consented and after only a few days he was allowed to 'reselect' with FULL CREDIT ? (even though our company policy on special orders is to retain 50% restocking fee).Originally he wanted the same mattress in full size, but when he came in he started trying out other mattressesIn an effort to accommodate Mr***, and finally satisfy his needs, we also waved the rule that his exchange would have to be with product from the same manufacturerHe was allowed to choose a mattress from any manufacturer or use his credit toward ANYTHING in the store, even though this offer would be costly to us 'behind the scenes'? He again chose a mattress but from a different manufacturer after a lengthy 'trying out visit'This was a less expensive mattress, in full size and he chose an adjustable base instead of a boxspring.Mr *** chose not to get XL (extra long length), which would be the same length as the queen size that he tried out in the storeHe did question at which point the upper part of the base hinged at and was explained that the full is shorter, that it will be hinged where it is 'appropriately' supposed to flex-hinge and that this cannot be changedThe manufacturer makes it one way and only one wayKeep in mind that the lumbar area (point of flexing) can only be at a certain point and no matter who is on the mattress that hits everyone the sameIt's just how tall your upper body or long your legs are whether you need the extra length and he appears to be below average heightThere was also only one choice in regular full size adjustable base.? He was told numberous times that this was his one and only, 'final' exchange and to take his time reselectingWe wanted him to “Be Sure” before we special ordered something else for him.The new special order came in and was delivered and set up in his home on July 22, Later that day he called and said that the mattress was not fitting the frame correctlyWe scheduled a service call for Monday, July 25, Before the service men were able to get to his home, he called again stating that it wasn't the right mattressDuring the service call it was determined that it was, in fact, the correct mattress and that it did fit the frame properlyIt was again explained to him that it would take time to 'train' the mattress to flex on the frame and that he needed to 'break it in' and let his body also get used to the new mattress? This information was also confirmed by the mattress manufacturer? Mr *** was given full opportunity to choose anything he wanted and he was not “promised” anything other than the receiving and delivery of the exact product that he chose? He has that product and it has been 'rechecked' that there are NO DEFECTS.We have given him discounted prices, made several 'exceptions' to the rules, went out at no charge to the customer to do a service inspection and found no defects or problemsWe have gone above and beyond to try and help this young manThe manufacurer will not take this special order product back? This product would be difficult to re-sell due to the fact that it is an unusual size for an adjustable bed, therefore making it impossible for us to re-coup our money? As mentioned above, special orders require 50% non-refunded deposits.? We do believe, if given the chance, that he will realize that the items he chose are good products and will work to do what he originally was looking for in an adjustable bed and mattress.Thank You,Landmark Home FurnishingManagement?