I went to the show room and purchased a new mattress on November 27, 2011. I paid for the delivery to the store which was $29.99 (to bring it from THEIR warehouse, to THEIR store). The salesman said it would be in the store on Tuesday, November 29, 2011. On Tuesday afternoon I received a voice mail stating that they were going to deliver the mattress to my house for free (well, not really because I had paid the $29.99 fee already remember?) I returned the call after I got out of work and I left a voice mail. On Wednesday morning I called again. The gentleman on the phone told me that they couldn't deliver on Wednesday but to call the store and schedule the delivery for Thursday.
I called the store and was told they don't deliver on Thursdays. I had taken the day off from work at this point in order to be there for the delivery. I told them to just deliver it to the store as planned. They couldn't do that either because they don't deliver to their stores on Thursdays. I asked what day they did deliver to their stores and was told on Tuesdays. I then said that my mattress should have been in the show room on Tuesday then and obviously it wasn't which is why they offered to do ME a "favor". After a few phone calls back and forth, they refunded me $250.00 and scheduled the delivery for Friday, December 2, 2011.
The mattress was delievered as planned with only one minor detail elimanated, it was NOT the mattress I picked out and paid for from the show room. I called the salesman on December 5, 2011. I did not hear back from him so I physically went down there. I also brought 3 other people to examine both the show room mattress and the one that was delivered to my home. ALL 3 agreed, it was NOT the same mattress, despite what the tag said. Rich, the salesman, called someone and they authorized him to send another mattress to my home on Saturday, December 10, 2011. The mattress came on Saturday, as planned, and guess what... the same WRONG mattress. At this point it is obvious that they had switched the tags to a lower grade mattress. I refused the delivery. They wouldn't take the first WRONG mattress at that time. I called Rich once again.
I waited a few hours, heard nothing and returned to the store absolutely furious. Rich called John Demma, his regional manager, who authorized a refund (after I told him that I had 3 people willing to testify in court that the mattresses were in fact, NOT the same). He told me someone would call me in 30 minutes to arrange pick up for the mattress still at my home. I waited a few HOURS and again, heard nothing. I went back to the show room. Rich called John again. John replies that I will just have to wait. At this point I am so enraged, I get John's number and I call him myself. He tells me that I have to wait for cutomer service to call me, that they don't have a "refund" policy and that they are doing ME a favor. Really? I don't get what I paid for and YOU are doing ME a favor....that's new.
I waited another hour and called customer service myself. I finally arranged for the mattress to be picked up on December 13, 2011 between 4-8pm. They show up on Tuesday at 2:45 pm. Thankfully my teenage daughter was home and after a few phone calls to me at work, because she couldn't find the "free" mattress cover they gave me at the time of purchase, they weren't going to pick up the bed. They also told her that the pick up was scheduled for 7-10 am. Ok, so they were either 4 hours and 45 minutes LATE or they were 1 hour and 15 minutes EARLY. I think the plan was to show up when no one was home and say that we weren't there for pick up (guess I got THEM on that one). So the mattress is gone, it's been 6 nights of me sleeping on an air mattress on the floor (I am now suffering from MAJOR back pain) and I still DO NOT have my money back!!!!! UNACCEPTABLE, UNETHICAL, IMMORAL and just plain WRONG!!!