On 7/28/12 we ordered two mattress sets with the understanding that the mattress manufacturer (Tempur-pedic) gave a 20 year warranty for those sets.
When they were delivered 8/09/12 the mattress manufacturers warranty included was only for10 years. We called the store twice the same day. First I was told that Mattress Firm would guarantee the extra 10 years. After thinking it over we called again stating that we only wanted a manufacturers guarantee not a store warranty, and Monica (manager ??) stated that the company that made the mattresses would be giving us a new 25 year warranty and that they would be letting us have it within a week or they would refund our money completely. I called the company, Tempur-pedic, that made the mattresses and two levels of Customer Service stated that the change in the warranty would take place after Sept. 1 some time and that it would be only 20 years for our mattress sets. Tameka in Customer Service stated that the change would not be retroactive for customers who bought before Sept. 1st.
Understandably upset, we personally went to Mattress Firm and they threatened us with security because we, two senior citizens, were upset. They said we were disturbing the customers. However there were no customers in the store. Monica stated that the Tempur-pedic sales representative, Mr. Denton, had stated that the company was coming out with the new warranty and that Customer Service didnt know about it.
The District Manager, Charlie Taylor, was called. Both he, Monica, and another salesperson again said they would give us a 25 year mattress company/manufacturer warranty retroactive to June 1st. within a week or refund our money with no restocking or delivery fee when they picked up the mattress sets by Thursday, August 16th. However they refused to give that statement in writing. They did promise to email that statement in writing immediately. We have not received the email.
I don't believe we are going to get any satisfaction from the local store as they misrepresented the length of the warranty according to the manufacturer in the beginning. The existence of a retroactive 25 year warranty was presented to us only after our second call.
I hope that we can arrange to have the mattress sets picked up immediately as I don't believe that Tempur-pedic will give us the retroactive warranty.