• Report: #495708

Complaint Review: Overnightmattress.com

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  • Submitted: Wednesday, September 16, 2009
  • Last Posting: Friday, February 26, 2010
  • Reported By: Michael — Coon Rapids Minnesota USA
Overnightmattress.com
overnightmattress.com Johonson City Tennessee 37601 United States of America

Overnightmattress.com Over night mattress I knew after three minutes this was just a gloified futon. And then they made me keep it so they could charge me a restocking fee. Johonson City, Tennessee

*REBUTTAL Owner of company: WE'VE IMPROVED OUR RETURN POLICY.


1Author 1Consumer 0Employee/Owner

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 About a month ago my wife and I purchased a mattress from overnightmattress.com, because her boss recently did and with the economy we needed to save some money. The mattress was priced well, about $1,000.00 for a king and you could have one side firmer then the other which was cool. when we got the mattress we unpacked it and set it up let it expand, because it comes vacuum packed and when my wife layed on it she said and I quote "Oh my god this thing feels like a glorified futon." I agreed with her but I can sleep on a piece of plywood. The mattress did some sort of rippling on the edges and threads were already coming undone. My wife wanted to return the mattress right away and with their 120 return policy we thought it would be easy, but guess what. First they make you sleep on the mattress for 30 days AT LEAST. And then after thats done you have to go through this thing about putting it in a mattress bag and boxing it and they send a truck to pick it up. We were thinking fine whatever ,so we get it picked up. Then we get an e-mail from these guys saying they are gonna charge up a 20% restocking fee which is about $200.00 because there was a stain the size of a penny maybe and some pet hair on it. Now anyone that has pets knows the hair gets EVERYWHERE and we have 2 cats and 2 dogs. If they would have just let us return it when WE wanted to instead of making us sleep on it we wouldn't have this problem. I would never use overnighmattress.com ever again and would STRONGLY suggest you never use them the transaction was horrible and expensive. Thank you for reading I hope I help at least one person with this.And the Better Business Bureau has been notified.

This report was posted on Ripoff Report on 9/16/2009 9:55:31 AM and is a permanent record located here: http://www.ripoffreport.com/bed-bath/overnightmattress-co/overnightmattress-com-over-nig-355ee.htm.

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Updates & Rebuttals

#1 Consumer Comment

Pleased with Overnight Mattress

AUTHOR: HeartHealth - (USA)

I purchased a mattress from OvernightMattress for my parents.  Unfortunately, the mattress did not work out for them.  They are very used to a traditional style spring mattress.  I did follow the return policy, and they did try it for 30 days to give it an honest chance to get used to it. 

I contacted OM to return the product.  I filled out the return form.  They offered me a few options but my parents just wanted to return the mattress.  We packaged it up in cardboard and plastic, we did not get a mattress box because we were never told we had to.  They said as long as we had it packaged and protected well with cardboard (even if just pieced together), it would be fine.  Once we packaged it up, OM scheduled a pick up.  The truck came right to our house and picked it up. 

Within two weeks, we had a 100% refund.  OM thanked us for our business and for taking care of the product.  I see it this way, if you purchase an outfit from the mall and choose to return it, you can not have hair or stains on it, even if it is minor.  It is about respect.

 In conclusion, even thought OM's product did not work for my parents, they honored their return policy and were very willing to help us.  I think that too many people take advantage of businesses and don't fully read or respect company policies. 

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#2 Owner of Company

WE'VE IMPROVED OUR RETURN POLICY.

AUTHOR: Overnight Mattress - Johnson City (United States of America)

WE'VE IMPROVED OUR RETURN POLICY. Based on a few complaints about our return process, we've improved the return policy to never charge any fees for returning a mattress with stains, hairs, dirt, etc. A customer can simply package the mattress they wish to return, and we'll have it picked up at our expense and issue a full 100% refund. Out of tens of thousands of mattresses we've sold, we've had only a couple disgruntled customers that did not receive a full refund for returning a stained mattress and have posted negative reviews on various websites about the return policy. In response to this to improve customer satisfaction, we've have implemented this new policy. To inquire more about this new return policy, please call our customer care at 888-883-6251.

Thank you,

Brad S., President
Overnight Mattress

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