Purchased a king size mattress/box spring set from this company approx two months ago. Was assurred by the salesman, very smooth at his job I might add, that satisfaction was guaranteed. I was advised that if I was not satisfied with the mattress I could exchange it after the initial 30 day trial period at no cost to me. The line of mattress I selected has several models, varying in price and firmness. After a detailed discussion with Mr. Smooth to ensure I understood the return procedures, I purchased a firm mattress, at a medium grade price level. In the discussion with Mr. Smooth this was recommended, as stepping down a grade would give a slightly softer mattress, and the lower price of that model wouldn't necessitate any additional expense out of pocket. Sounded great.
Upon returning to the store after being unable to sleep well on the super firm mattress I purchased, I was told by Mr. Smooth a different set of polices regarding the exchange procedure. The mattress I initially discussed stepping down to, in the event of this exact problem, is approximately $200 cheaper than the one I purchased, however, Mr. Smooth now informs me that I am not to be refunded this difference in price. Rather, the $200 is in the way of a "store credit". After having just spent in the neighborhood of $2000 at this store, I have no need or desire to throw $200 more at them for anything.
I specifically inquired about this during the initial purchase, and this policy is a direct contradiction of what was previously explained to me. To make matters worse, the exchange that was supposed to come at "no additional expense" to me, also comes with another $100 delivery fee for the exchange mattress to be delivered. And no, this $100 can not be subtracted from the $200 credit. The rather ridiculous explanation offered by Mr. Smooth was that the delivery is set up from another office and that their accounting system doesn't allow for that.
My satisfaction guarantee from Mattress Direct has left me with a mattress I sleep miserably on, and my "no additional expense" assurance adding up to $300 more I will be out of if I wish to experiment with another (cheaper no less) mattress. I will never do business with this company again, and would strongly recommend anyone else looking for a new bedroom setup to go elsewhere.