The following letter was sent to the Better Business Bureau for review:
I bought a mattress from Bob Mills Furniture with the impression that I could return the mattress with the option of a one time re-select of another of my choice. At the time of sale, the sales associate did briefly and vaguely mention the "mattress protector" they offer for the mattress but of course at an "additional" cost to the customer. Thinking it was a sales gimmick to get more money, I politely declined as I explained to the sales associate that I have my own mattress protector and that if I decided to return the mattress, it would be in pristine condition. End of conversation.
After 30 days of sleeping on the mattress I decided to return it but found myself very distraught as the sales associate (not the same associate that sold me the mattress) explained to me that I could not exchange because I didn't purchase their mattress protector. Now I am stuck with a mattress I loathe. I spoke with the Sales Manager and he said that because of OSHA regulations, they cannot take it back because I didn't purchase their mattress protector at the time of initial sale. What! Ridiculous!
Bob Mills is using a manipulative sales tactic to get the customer to shell out more money. Mattresses are sold everyday via the Internet, garage sales, etc. without any stipulations placed on them by OSHA. I have been mattress shopping for about 4 months now, have been through two mattresses (Sleep Number and ISeries by Serta) prior to this one, and both retail stores have given full refunds minus shipping charges and/or delivery fees. Why is it that these two highly reputable mattress retailers don't seem to be too concerned about OSHA regulations? It's simple! Because there is no real concern!
They're willing to put the customer first above their own needs while still abiding within the perimeters of OSHA laws. Bob Mills is running an ad right now claiming that He will buy back any mattress (Lord only knows whether a mattress protector was used or not on these used mattresses) for $300 or less. He's willing to take a six year old mattress but they are not willing to work with a customer who has slept for 30 days on a brand new one all because I didn't purchase "their" mattress protector. Where is the logic in this?
I was willing to exchange for an even higher priced mattress, pay the restocking fee plus pay for the mattress protector that I didn't need just so that I could have another chance at selecting a better and more comfortable mattress. Not only did Bob Mills lose out on making a better sale on the mattress, but also multiple sales as I was also in the market of buying a new bedroom suite and living room suite. My suggestion would be to do away with this manipulative sales tactic as Bob Mills knows full well this is NOT about OSHA regulations but more about making profit.
It's been proven by the ad they are currently running. I have been to many stores during the last few months and so far not one store has this particular sales tactic in place nor have they ever expressed concern about OSHA laws. They either offer a 30 day money back or an exchange. I believe very strongly that Bob Mills could have made this "right" and I will never believe that OSHA is lurking waiting to pounce on them as they want me to believe. This mattress at the very least could have been sanitized according to OSHA requirements and donated to a needy family.
Of course Bob Mills maintains their innocence and refuses to change this sales tactic. So buyer beware! Make sure you have a clear understanding before you sign the contract.