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Complaint Details
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Initial Complaint
11/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought a mattress at a company that doesn't open retail hours but makes you get an appointment. 2 days after taking delivery, the mattress springs were popping and the fabric top was distended and coming loose. Reported the breaking or popping springs on that very same day and was told to fill our warrantee papers for the refund I requested. Filled out and returned their forms then they needed pictures. They required ME, a elderly woman with back issues, to remove this defective mattress, take pictures of my solid mahogany bed frame (which is over 100 years old and obviously not the problem), my box spring (old but also not the problem) and what they should rightfully required; pictures and description (I sent video of the noises it makes when you sit or kneel on it) of their faulty mattress. While they agree their mattress is defective, the owner of this business refuses to refund my money but instead offers me a replacement. After 2 days of use? Certainly don't want another. Had to hire help to remove their mattress and have my old one put back on the bed. This isn't a warrantee issue as I didn't get to use this mattress but 2 nights: I want a refund. They can come get their mattress anytime. Homeless shelters wouldn't even want this thing. To offer me another one is rather ridiculous after seeing their quality issues. And you can't stop by and talk with them as they are "by appointment only". Now I know why. I've had a small business in this same town here since 2010. If I sell a faulty piece, I give people their money back. Period. This mattress company is disreputable.
Business response
11/18/2021
PLEASE SEE ATTACHED PDF
THANK YOU, *****************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.