I purchased a Serta Nightstar Pillow Top Bed February 14, 2002 at the Laurel store for $733.95. Unfortunately, the mattress that the store Manger, Jose, sold me was defective. Within 6 days the bed had started to sag. My husband contacted Jose who told us that he would have it replaced for an additional $40. I had it replaced on February 22th, now this mattress is sagging.
I went back to the Laurel store on March 6 at 5:30pm in order to wait for Jose who was going to be there at 6:00pm, while I was at the store a Manager from a Silver Spring Store called and I spoke with him. He stated that he had a complaint about that same bed and that what might of happened was that the delivery people might have given me a different bad mattress. According to his man, this tends to happen when new delivery people are hired. He said that he could swap it out for me at no charge. While I was talking to him, Jose called on the other line. I got off the phone with Wilson to speak with Jose. I told Jose the problem that I was having yet again and he said that he would swap for another $40.00. I told him that was not acceptable because I had already paid once for a replacement and I didn't think that I should have had to pay for that originally. He said that I could also upgrade for an additional $240.00 or I could just deal with it.
I asked about a refund and he said that he does not give refunds for comfort issues. I explained to him that it is not a matter of comfort. It was the fact that the bed is sagging. He said “So What”. Jose got very angry with me when I asked about the implied warranty that the State of Maryland has. He said that the company does not do refunds and I still have 3 choices. 1. Pay additional $40 and swap the bed out 2. Pay $240 and upgrade 3. We are stuck with the mattress. He then said, “If you don't believe me, call my supervisor”. I told him that I had already left a message with him and was expecting a call. He got real angry when I told him that.
I then asked Jose about the delivery charge and informed him that the website states that there is free delivery on all purchases $499 and above. He said it was $599 and above or a free bedframe. I then asked him why then was I originally told that there would be a $40 delivery charge and when I said that I would just come and pick it up he decided to “through in the bed frame”. He refused to answer me. I also explained that I didn't think that it was fair that I had to pay an additional $40 to swap the mattress. He said that was company policy and he wasn't going to change it for me.
When I got home, I called the store and asked for the name of the person I had originally spoke with on the phone. The individual said that his name was Wilson. I then asked for his number he informed me that according to Jose he was not allow to give me that number.
Denise
Laurel, Maryland
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