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Poor customer service when customer is always right!

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Customer Service

Posted by Cesar V from Montoursville, PA on April 7, 2014

Would not recommend purchasing a mattress from The Mattress Warehouse store to anyone!

My wife and I spent a great length of time researching a new mattress for our home. We used Consumer Reports as a resource, and felt satisfied in the reviews we read about the Serta iComfort Series. The sales representative at the Mattress Warehouse, appeared sincere in her understanding of our decision making, even going at great length in providing us a deal on the mattress--which included a new bed frame and mattress cover protectant.

We were told that we could return the mattress if not satisfied for either a FULL REFUND within 30 days of purchase or AN EXCHANGE for another mattress of equal or greater value within 4 months.

Great deal right? Wrong.

In less then 6 days both my wife and I agreed that the mattress itself was firm in comfort, but never thought that the memory foam would cause either of us to feel over heated during the night; causing us to not get a restful sleep. Turns out the memory foam retains heat despite this model advertised as a "hybrid", using a standard coil system and lesser memory foam than the full memory foam beds out there, in order to provide a "cooler" sleeping experience.

Not a problem, I thought. We will just speak to the nice lady that sold us the mattress and get our money back or exchange the mattress as originally offered.

We go into the store one week later and speak to a different sales associate about our situation. He tells us " he does not think you can get a refund; we only offer an exchange for the product." He even admitted that he "didn't even work here regularly; your sales associate is at another location this week, so I don't know when she'll be back in. I'm just filling in for a couple of days."

Frustrated and confused, but still willing to work with the store, we left our phone number and names for our "nice" sales associate, to call us back when she returns.

She never did.

My wife went back another week later on her day off our sales associate was still missing in action. A different salesmen this time took our information again and stated "he would talk to our original sales associate and or the regional manager and have them call you in the next 24-48 hours."

No call.

I finally stopped going into the store and called the store directly, asking for the number I could reach the original associate who sold the mattress to us. I was given another store location number and tracked her down. She answered saying "I just left you a message on your wife's phone yesterday before the end of the day; didn't you get the voice mail?"

No, because she never did, and there is no record of a missed call.

The sales associate goes on to say "I spoke to my regional manager and he told me that you can't get a refund on your purchase. This was news to me too, I didn't know that, but you can do the comfort exchange of the mattress for another product at our store if you'd like."

At this point with all the run around and lies told to my wife and I, we had no desire to do further business with this store.

I have now called the regional manager and customer service manager for the Mattress Warehouse and left voice mail messages unanswered to me for 2 business days. I have specifically stated that "no where on my receipt does it indicate NO REFUND. And there is no documentation referencing an EXCHANGE offer.

It's unacceptable for a place of business to have sales people sell a product misinforming customers of a guaranteed refund, "if returned within 30 days," and not uphold that guarantee! Rather, the Mattress Warehouse resorts to having their sales associate report to an unsatisfied customer that "we were misinformed too when we sold you the mattress. Sorry." Sorry is not acceptable!

I've worked retail in my past life, and I tell you... NEVER has the customer not come first. NEVER would I risk a reputation of a company or store front by selling a product to a customer and misinforming them of our policy just to make a sale.

The role of a sales associate is to meet the customers needs before, during and after a sale.

THAT is how you retain a good business reputation!

In return, a business that commits to customer satisfaction benefits from those efforts---through repeat customer sales and recommendations to your business by those repeat customers to their friends, family, and associates.

The Mattress Warehouse is not worth visiting! Take your business elsewhere if you desire reliable, friendly, and honest service.

    Comments (1)

    Hi Cesar,

    Here is a link to the Mattress Warehouse return policy from their website:

    They only allow cancellations in the first 24 hours. The 30 day money back guarantee and 120 night comfort trial is actually Serta's policy which retailers often use. In the 7 years I've been doing this, I have read dozens of reviews like this. Either the customer does not ask up front about the all sales final or a mis-informed or untrained sales associate makes promises Mattress Warehouse doesn't back up.

    Had you come to me after 6 days, I would have suggested you give it at least another 2 weeks before deciding to exchange or return. 6 days is not enough to be certain you won't acclimate to the mattress.

    You should try Serta directly and see if you can get results. They have traditional coil bed options in the iSeries that may suite you better if you are still not a fan of your current iComfort mattress.

    By: Andrew Schlesser of Myrtle Beach, SC on April 17, 2014

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