Factory Mattress deceptive unresponsive misleading ripoff Mooresville North Carolina

I purchased a mattress set for my mother-in-law at the Factory Mattress location in Mooresville on May 10, 2007 from Matthew Cook, the store manager. My wife and I told Matthew this set was for my mother-in-law, who is in a nursing home, and who is having the occassional "accident".

We told Matthew we felt it was essential we have waterproof covers that zip around the mattress. He told us they sold those covers, and showed us a jar of water on his desk with a small sample of this cover over the mouth of the jar. My wife and I were impressed with this sample, so we purchased two covers, one for the mattress and one for the box spring. My wife and I both asked, on separate occassions, about whether or not the covers zipped around the mattress. Matthew told us they did.

Imagine our surprise on May 16th when the mattress and box spring set was delivered, and noticing the covers only slip on, not zip on. The underside of the mattress is not protected. We also had delivery issues, the delivery people actually removed the old mattress and box spring from the bed frame, and installed just the mattress on top of the bed frame.

When my mother-in-law sat on the bed later, after the delivery people left, the mattress collapsed onto the floor. Other nurses had to help extract my mother-in-law from the mattress, and then put the box spring under the mattress.

My wife and I had also asked Matthew whether or not we needed to be at the nursing home when the mattress set was delivered. He told us it was not necessary, Factory Mattress delivers mattress sets to nursing homes all the time. In hindsight, had we been present, we would never have accepted delivery. We were mislead by Matthew as to the importance of our presence during delivery.

When I first talked with Matthew, I did not believe my covers had been delivered. He told me he would have to order the mattress covers and that he would call me when they arrived. I requested the covers be delivered, since I had paid the delivery charge. He told me no, I had to come in and pick up the covers.

We talked more about the situation, and I realized he was not going to do anything with the situation, so I requested the number for his corporate office. He gave me the number, but would not give me any names I could talk to concerning this matter. I requested a name of an individual, but he continued to refuse my request.

I called the corporate number, and received a voice mail stating they were closed, but I could leave a message. The answering machine left several names and extensions, but I did not know the positions of any of the individuals. I decided to leave a message with "Jim" and wait for his phone call the next day.

"Jim" has never called me to this day. I did call the corporate office later the next day and talked with Leann from accounting. She was very helpful and told me she would leave a message with the sales manager concerning the missing covers. She called me back later in the day to tell me we have a problem. The invoice had been signed by someone at the nursing stating the covers had been delivered.

Again, Leann said she would do some more checking and would call me back later as she knew more information. Leann did call me back to tell me they do not sell mattress covers. She had checked with their warehouse. I informed her about the little jar of water sitting on Matthew's desk. Leann said she would do some additional checking and get back with me.

She did call me back to tell me she went over to one of their stores and she saw the jar of water. She discovered they did sell covers, but again, my ticket showed that the covers had been delivered. She apologized that the sales manager had not returned, but that as soon as he returned she would have him call me.

I decided to call Matthew again at his store. In our conversation, it dawned on me that the covers were delivered, but they were not zippered covers. Matthew ignored the fact they were not zippered. He told me to contact their vendor for the covers, and that he had basically done all that he could do, and all that he was going to do.

I called the vendor and found out they made two types of covers. One type has elastic, and one type is a zippered cover. I had received the elastic type. I called back Leann and told her that it appeared I had received covers after all, but that I had received incorrect covers. She told me she would check on things and get back with me. Nobody has return my call, and it has now been over 3 weeks.

I decided to write a letter to the Better Business Bureau concerning this deceptiive and dishonest practice of not delivering what you told the customer you would deliver. The deadline for Factory Mattress to respond to the BBB has come and gone without nary a peep from Factory Mattress.

I paid $50 for each of these covers that I do not want. They are not what I purchased. I want my $100 back, plus tax, and I want a $50 delivery fee for my trouble to have to go and purchase zippered covers and deliver what I purchased to the nursing home.

In my opinion, I was ripped off knowingly by Matthew Cook. It appears this company wants your money, and then they are through with you. My wife and I have purchased multiple mattress sets from this company over the years, but we had a different manager, and we never had any issues with any product before this purchase. I am just shocked and amazed concerning the lack of response by both Matthew and their corporate office.

Jeffrey
Mooresville, North Carolina
U.S.A.