Tempur-Pedic Stole property from my house upon delivery of mattress, RIPOFF! Lexington Kentucky

I work in a call center that, among other things, takes orders for Tempur-Pedic mattresses. When someone orders a mattress from us, during the process of information gathering, one of the questions we ask is "Do you have any old bedding you would like us to remove?" This question is part of the script in our ordering system; it's not something that is asked on a whim.

If the customer answers in the affirmative, then the delivery drivers will be informed that they need to take the old bedding away when the deliver the Tempur-Pedic mattress. This is a service to our customers. It is in no way mandatory and would NOT have been done unless at some point the company was told that yes, indeed, we would need to remove the old bed. Many of our customers are replacing old, worn-out bedding, and many have tried out our mattresses in various retail stores before calling us to order. We remove the old bedding if they wish as a service to them, without additional charge. As I understand it, this removed bedding is destroyed, as are the rare few mattresses that are returned to us.

Since the old bedding is destroyed, it cannot be returned, and refunding the money for it is senseless since we only remove the things if the customer tells us to do so.

I would write this complaint off as bad communication between the customer and the CSR who handled his order. One or the other of them didn't listen very well.

Did you inform them that you wanted to keep the old mattress? Because don't they haul away your old mattress as an exchange?

Did you inform them that you wanted to keep the old mattress? Because don't they haul away your old mattress as an exchange?

Did you inform them that you wanted to keep the old mattress? Because don't they haul away your old mattress as an exchange?

Did you inform them that you wanted to keep the old mattress? Because don't they haul away your old mattress as an exchange?