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Report: #495709

Complaint Review: Overnightmattress.com - Johnson City Tennessee

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  • Reported By: Morgan6585 — Coon Rapids Minnesota USA
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  • Overnightmattress.com overnightmattress.com Johnson City, Tennessee United States of America

Overnightmattress.com Risk free return policy--NOT!!! Johnson City, Tennessee

*UPDATE Employee: What this customer ISN'T telling you.

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I ordered a mattress from overnightmattress.com because someone I know tried them. Their prices were good and they had a "120 day risk free return policy"--they even pay for the return shipping. The risk free return policy was appealing given that I was making a large purchase from an online retailer.


I received the mattress and after 2 days I decided I hated it. When I went to return the mattress using their 120 day risk free return policy I find out that it must be shipped back in a box (and if youve ever tried to find a box to fit a king sized mattress inits difficult!!!part of their plan I suppose!).


They also make you keep it for a minimum of 30 days before they pay for the returns shipping. Then when you return it they assess the mattress for any signs of use (which of course there will be because they force you to keep it for 30 days!!) and charge you a 20% damage fee--which costs more than if you would have just paid to ship the mattress back yourself!


They make returning the mattress an almost impossible task which Im sure deters most people from returning the mattress and for those who are tenacious enough to return itthey get charged the damage fee.


They sent me pictures of the damage which was a couple of hairsprobably from me pulling my hair out trying to package the mattress up to ship back! I have my own pictures showing us vacuuming the mattress prior to sending it back.


Regardless if there were hairs or nothow do they expect to get a pristine mattress back if they force people to use it for 30 days? We used a mattress pad of course and sheets and still got assessed the damage feeIm not sure what else we could have done to protect the mattress while we served our 30 days on it!

This report was posted on Ripoff Report on 09/16/2009 09:56 AM and is a permanent record located here: https://www.ripoffreport.com/reports/overnightmattresscom/johnson-city-tennessee-/overnightmattresscom-risk-free-return-policy-not-johnson-city-tennessee-495709. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
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#1 UPDATE Employee

What this customer ISN'T telling you.

AUTHOR: Brad - (United States of America)

POSTED: Tuesday, December 08, 2009

As it states in our Return Policy (http://www.overnightmattress.com/mattress_return_policy.html), the maximum fee we charge for a very damaged or stained mattress is 15% (fifteen percent).  We only charge this 15% fee if the mattress is not in donate-able condition.  


We do our very best to make sure every customer of ours is very happy with our products and our customer service.  In fact, customer satisfaction is our primary focus.  This is why we offer the Zero Risk return policy, where we even pay the return shipping.  We don't know of any other company who offers this, especially not your local mattress stores.  

Unfortunately, not every customer is satisfiable.  We're very clear in our return policy that if there are stains on the returned mattress and it is no longer in good condition to be donated, there will be up to a 15% damage fee.  This customer mentions "a couple of hairs" as the reason for the fee she was charged.  I can assure you, this was not the reason for the damage fee.  Nine photos were emailed to this customer demonstrating damage/stains, yet she attached the only three not showing stains to this report.  Other photos showed several stains about the size of quarters all over the top surface, as well as hundreds of hairs...appearing to be from a pet that rolled around on the mattress without sheets.  

Of the very few returns we receive, only a very small percentage of them receive any sort of damage fee at all.  The great majority receive 100% of the money they spent back.  

These sorts of complaints are very damaging, and are not retractable.  We ask that you also consider our "A" rating with the Better Business Bureau (https://www.bbb.org/online/consumer/cks.aspx?ID=108021911141), 100% positive feedback on eBay (http://myworld.ebay.com/overnightmattress), and the 100's of raving reviews on our website (http://www.overnightmattress.com/mattress_reviews.html).  
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