Complaint Review

The Mattress Firm

Report: #462894

Fri, June 19, 2009
Tue, July 26, 2011
Reported By:

Winston-Salem North Carolina
The Mattress Firm
156 Stratford Commons #c Winston-Salem, North Carolina U.S.A. Phone:
Mattress Manufactures

The Mattress Firm Misleading advertising leads to sale of used mattresses Winston-Salem North Carolina

*Author of original report: mattress firm

*UPDATE EX-employee responds: Common Practice

*General Comment: Sorry If I Upset You

*UPDATE EX-employee responds: Common Pratice at the Firm

*Consumer Comment: Sorry to hear about your trouble

I bought a mattress from this company. It was a "clearance" model which, according to the advertising happens when "manufacturers over produce or models close out" or, as the salesman said, they get slightly damaged in the wherehouse, or are used as floor models. No one ever, ever, mentioned the term "used".

The mattress I selected was shrink wrapped, and looked as though it had been a bit scuffed on a corner--all common events when being moved around, said the salesman. When we picked up the mattress later and cut off the plastic wrapping, we were shocked to find a tag, telling us it had been used and "sanitized" and we were also shocked to discover the strong scent of cigarette smoke! This was a VERY used mattress that smelled filthy!

I called the store to tell them and the first response was "we don't take returns on clearance. The manager quickly relented, however, and has offered us a new version of the same model. They won't deliver, however, and now we are waiting to see if we can obtain this bed or not. I told the manager that I was shocked by this; she didn't seem to acknowledge that this was a problem. I will be contacting other local businesses to see if this is common practice.

Winston-Salem, North Carolina

This report was posted on Ripoff Report on 06/19/2009 07:44 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

mattress firm

AUTHOR: Adrienne - (U.S.A.)

Thanks for the comments.  While management did relent and give me a new mattress, it was not without some serious argument and heat on my side.  At first it was indeed "so bad so sad" as Cooburns put it; it wasn't until I got a little upset and threatened to get very public in any way possible that the manager relented.  It was clear, when I was through there, that they knew exactly what they were doing, and that the misleading behavior was intentional.  What's more, the rudeness was unacceptable.   When I was first on the phone and then back to return and exchange the mattress, I was never given an apology.  They made it seem like they were doing me a favor.  Had there been a good faith effort in any way to rectify this situation and treat me like a customer instead of a nuisance, I would never have filed this report.   
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#2 UPDATE EX-employee responds

Common Practice

AUTHOR: John - (USA)

Here's proof that it is common practice at Mattress Firm to sell USED mattresses as though the were "floor models".

Cooburns works for Mattress Firm and goes to web sites defending his/her company because of so much bad press they get. The fact is Mattress Firm has a very, VERY liberal return policy, which is great if you're buying a NEW mattress and wish to use it for a while and then return it. They receive so many returns that they have to set up several "clearance" centers around any town they operate in. And most of there stores have a "clearance" sections in the back. THESE ARE ALL CUSTOMER RETURNS.

Don't take my word for it, read the article youself.
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#3 General Comment

Sorry If I Upset You

AUTHOR: Cooburns - (U.S.A.)

I don't work for Mattress Firm I just did a lot of research at the time I bought my mattress. My guess about you is that the reason you left the company was because you were fired, that's the only reason you would care so much about this. That however does not give you the right to bad mouth me and/or the company. The funny thing is I did call one of their clearance locations and I asked like you told me to if any of the beds were 'used' and they said some are. They informed me of their 90 comfort guarantee and if those beds come back they are cleaned and possibly put in clearance centers to be sold at a lower price. My question is why would the sales person lie about it? Obviously when that customer got their home it was very clear the bed was not new in any way. It's possible the person that sold it just didn't know. Also the center I called informed me they are nation wide and he was curious to know what state your talking about.

This is about what happened to the particular consumer and not about you and I attacking each other. I'm sorry you had to resort to personal attack on me and accuse me of lying.

To Adrienne: I'm sorry all this was bashing. Yes they should have disclosed that information to you, even more they should not have sold a mattress that smelled like that. It is good they wanted to make amends by giving you a new one. All I was trying to say by that it they didn't just leave it as to bad so sad. One more thing I defended Mattress Firm because that was the company in question, I only mentioned Ashley's because that was the only company I found like that. Don't read so much into something that's not there.

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#4 UPDATE EX-employee responds

Common Pratice at the Firm

AUTHOR: John - (USA)

You should be aware that Cooburns is an employee of Mattress Firm. That is why he/she writes all these ridiculous defenses for ONLY Mattress Firm and no other furniture company.

That being said, I worked for Mattress Firm for over 7 years and I can tell you from experience that every time a salesperson sold a used, returned mattress they would tell the customer is was "only a floor model", it was "overstock", it was "probably damaged on a delivery". NEVER, NEVER, NEVER would they tell the truth and say, "it was probably returned due to a satisfaction exchange"... NEVER.

Please, don't take my word for it, call any one of the Mattress Firm "outlet" stores and simply ask the salesperson if the mattresses they have in the "outlet" are used. Without exception, I guarantee you they will LIE THROUGH THEIR TEETH and say no. Call them, just for kicks and giggle, and see what happens. I DARE YOU.

For Cooburns to sit there and blame the customer for not knowing any better and saying, "why did you not think to ask why the mattress you were buying was in the outlet in the first place" is obscene and shows you what kind of company Mattress Firm really is. And simply because they got caught cheating, stealing and lying and only then offered to make it right is not "awesome"... it is simply them covering their butts.
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#5 Consumer Comment

Sorry to hear about your trouble

AUTHOR: Cooburns - (U.S.A.)

Yes this is common almost every company out there that has mattresses has an outlet type area with either used or banged up mattresses. Just to prove a point call the company Ashley's Furniture, they don't offer any type of exchange on their mattresses because they don't have an outlet center of any kind. Yes they should have told you it had been slept on but why did you not think to ask why the mattress you were buying was in the outlet in the first place. Yes some can be floor models but you really think they go through that many to fill up a whole store? "manufacturers over produce or models close out" This I would not think they would put out anything saying this. Manufacturers produce the product ordered by the company they don't just make 20 extra beds just because. That is why the term 'over stock' is just not realistic. I'm so sorry you had to go through this. I purchased from them about 5 years ago in Texas and did a lot of research. I never had an issue. Sorry the manager didn't seem shocked... So they offered to give you a new one of the same model and your still upset? That's awesome that they would do for you when yes they don't take outlet beds back. You can obtain this bed just take your and go get the new one, it should be pretty simple. Good Luck!
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