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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This complaint is about City Mattress located at 4296 Tamiani Trail N in Naples, FL. In 05/21 I purchased Grand Teton Plush Twin mattress from store. After few weeks it began to sag. I called store few weeks later, was told could exchange through Comfort Guarantee, went to store in 08/21 and chose to exchange for Grand Teton ExtraFirm. (Salesperson Ken H.) The extrafirm cost $20 more and paid $100 exchange fee. I got Grand Teton ExtraFirm on 08/21. Mattress was firm at first, but after few days became too soft, after few weeks began sagging very badly, caused pain. I contacted store and asked for inspection. It was inspected by Al, determined it was sagging, told me if I agree to buy new boxspring and frame he would exchange for the same mattress new or used. I bought new boxspring and frame for $255, was told the Grand Teton ExtraFirm Twin was out of stock and needed to be ordered. About 3 weeks later was delivered. When I sat on the edge of mattress I immediately noticed it was not firm at all and was actually soft. When I slept on it the first night I knew it could not be an extrafirm because it was too soft. I contacted the salesperson Ken, asked to have it inspected. Same inspector, Al, came to inspect it, said he was sent to look at sticker to see if it said used which it did not. The mattress has removeable sticker on it that says ExtraFirm and sewn-in label that says manufactured in 01/2022 (does not say extrafirm). When speaking to me Al said other inspector, Dan, who I never met but spoke to when setting up appt. mentioned to me he had another mattress in mind for me. I told him Dan never mentioned this. Al made notes that said mattress was not defective. I contacted Ken again and explained that I thought mattress may have been labeled or manufactured incorrectly. After many emails and phone call Ken said he is not able to offer another exchange. The mattress I received is not extrafirm which I paid for. I want store to give me what I paid for.
Business response
04/18/2022
Business Response /* (1000, 20, 2022/03/25) */ Please excuse the delayed response as the emails were going into a spam folder. After review of Ms. *********'s file we would like to offer Ms. ********* an opportunity to come back in the store and reselect another mattress. The current selection may not be the proper comfort/support. We have a comfort policy that we will abide by with the exception that Ms. ********* can have a second exchange. Your salesman, Ken is expecting your visit.
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