Mattress One/Joe Roy Delays, lies, excuses, changing order without notice, delivers wrong product and refuses to take back or refund. Heath Ohio

  At the end of April 2014 I visited Mattress One in Heath, Ohio. A man introduced himself as Joe Roy, owner. I explained the type of bed and mattress that I was seeking to buy (adjustable split queen with latex foam and gel infusion and no innersprings.) Joe showed an adjustable bed to me and said a split queen could be ordered. He then escorted me to where the foam mattresses were on the display floor. He remarked that would be a perfect mattress for the bed I wanted and that he could order it also. He proceeded to go through a lot of sales pitches and demonstrations related to the foam used to make the mattress and remarked about the excellence of this mattress. We spoke specifically about my decision to not buy any mattress with springs. Joe then went to desk, looked through his information and presented me with a written quote. I informed Joe that I would have to get my husband to come to the store to see the bed and mattress so that we can make sure we agree before purchase. A few days later my husband and I visited the store together.

We looked at the same bed and mattress as I had the first visit. Joe went through his sales pitch again even though we already told him that was what we wanted (the bed and mattress which he gave a quote). Joe confirmed that he would order the adjustable split queen bed and split queen latex foam mattress with gel infusion and would honor the written quote. We paid Joe the full price. Joe said since this was a special order for split queen then it would take 7 to 10 days. We discussed ordering linens and mattress protectors and Joe said he could also get those. I chose to order online myself. At the end of the week I called Joe to check that everything was on schedule and Joe said that he found that the mattress company we chose does not make a split queen. He said that he was working with 2 other companies to get the split queen made or he could get a split king without that problem. Joe said he would call us to let us know for sure what the company tells him.

Days go by and no word so we called. Every time we call the store a worker says Joe won't be in til noon then when we call again at noon or 1pm he is still never there. We ask for return calls and that never happens. We end up having to go to the store to talk to Joe. This has happened every week. Joe says he has been"working day and night and on weekends" to get this done. He said the mattress company that he is working with told him that they purchase materials from the same place that the original mattress company we chose from on display floor buys from so they will make an equivalent mattress comparable to the one we chose. He assured us that it would be the same materials (various foam layers with gel infusion on top layer). We agreed saying that we were fine with using another company as long as it was the same mattress materials and type equivalent to what we paid for already. Multiple promises of estimated deliveries and phone calls and trips to the store continued. Finally we were told by a worker via our call to the store that the bed had arrived and the delivery guys would call us that day to arrange delivery. No call received however they just showed up. Bed was set up and we though it was finally over.

A little later I went in to make up the bed with the just washed new protectors, linens, comforter set and it was then that I realized this was not anything like the mattress we wanted. In fact it was an innersprings mattress! I called the store and they were closed. I called first thing the next morning and let store worker know and he said there is nothing that could be down at this time because Joe went on vacation. We called multiple times when Joe was expected back and with no return calls had to again go to store. Joe made excuses and remarks about how we knew it was not going to be the same mattress we picked out. We debated back that he told us that it would be still a foam mattress with gel infusion comparable to the one we chose and just a different company. Joe remarked that he didn't realize that the springs were so important to us that it would have been a deal breaker. He then also argued "those aren't springs.... they are coils." He then proceeds to start going through another sales pitch demonstrating the individually wrapped "coils" and that it was a much better mattress. We insisted this was not the mattress we paid for and questioned how he even came up with a quote for a mattress that did not even exist with the company we chose. My husband stated if we cannot get the mattress we requested and paid for then we wanted our Money back. Joe responded "well that ain't gonna happen.". My husband asked what do you mean and Joe then said he would order us a split King from the company we chose initially and would do this for the same price because he wanted to make the customer happy, so we owed nothing more however again it would take another 7 to 10 days.

By this time we finally agreed to another size because we need a bed so Joe and my husband shook hands and deal was made. We requested he come and pick up the bed from our home and Joe asked if we had mattress protectors and we confirmed we did then he said he would rather leave it there until the King arrives and then would exchange them at the same time rather than in 2 different trips. Tens days later still no bed. Calls made and finally Joe returned a call for the first time since dealing with him. When asked where our bed was he said that he is currently working on an order with the original mattress company to make the split queen we had first requested because the king was going to cost too much so now it would be another 3 weeks! Here we are having accepted a second deal with Joe and were supposed to be already sleeping in the king days ago that he promised and now we are told that he is working out yet another order without even calling us.

Once we had waited weeks and made a second deal, I ordered yet a second set of linens, protectors, quilt in a king size which now I'm being told we will not receive so spent hundreds of dollars more as these are special orders due to being split. Joe remarked that we were just mad because he was not giving us a king bed. We told him that we were mad because of not getting what we ordered and paid for then made a second deal and that was not followed through after waiting 2-1/2 weeks more plus he is now doing another order after having already made a deal, making us wait and didn't even have the decency to call us to tell us. By this time we are very upset about all of the wasted time, excuses, paid in full over $3200 plus purchase of products Hundreds of dollars lost now with still not having the bed we bought. We went to store and said we just want our money back because we are not going to wait another 3 weeks nor deal with Joe. Joe repeated that we would never get our money back and stated that no court in the land would back us because our receipt states no cash refunds, only store credit. We have told him several times to pick up the bed at our home because it is not the bed we ordered and he refused remarking that it isn't his bed, it is ours. His next statement was that he would see us in court. We responded that he was right as that will be our next meeting.

So here we are with a bed in our house that is an incorrect order on his part and now having to pay a lawyer. This man is a scam artist!! We found that he has done similar things in the past to others. BEWARE of Joe Roy and his scams at Mattress One in Heath, Ohio.