Bottom line is...STAY AWAY FROM THIS COMPANY! The entire company is designed to scam you for your money at any cost and works as a united team to frustrate you by being as condescending and uncooperative as possible. I have never dealt with such rude and unhelpful customer service people in my life from their salespeople and managers to their "so-called" customer service office.
LIE #1 When we purchased our Simmons mattress, we specifically told the salesperson that we did not want a memory foam topping because of the heat that it generated. He assured us, that the mattress we chose, had a gel injected foam topping and would not get hot, rather it would cool us.
LIE #2 We specifically asked what our option was if we decided we didn't like it. He answered, "You can either return it or exchange it"
The mattress came a week later than the scheduled delivery date. When it finally arrived, it felt completely different than the floor model. We couldn't get a full night's sleep, the first night, because it was so soft that it hurt our backs and it generated so much heat.
LIE #3 When we told the salesperson we wanted to return it, he assured us that, "I'll just have to submit a return request to customer service for an approval." He also threw in, "It always gets approved. You have to be comfortable, right?"
A week later, when we called to check on the status, he told us that his district manager said we could only get an exchange only IF the mattress violated the warranty. After a week of trying to reach the district manager, he was completely uncooperative, rude and condescending. He was obviously trained to deal with customers in this manner and had a rehearsed response to everything. When we called customer service, they informed us that Simmons didn't have a comfort guarantee.
When we confronted the salesperson with this, he admitted to not knowing Simmons policy. Mattress Warehouse refuses to take any responsibility or accountability for this!