Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopping for a mattress and was directed to what the salesman clearly called hybrid mattress, heard by myself and witness. Purchased the mattress $799 (+tax) and it was delivered 4/25/24. I feel the coils hitting hip and back, cannot sleep due to discomfort. Called today (6/11), salesman denied saying it was hybrid stating he knew I couldn't afford it. There is no trial period for non-hybrid. I can (and did) call ********* to try for manufacturer's help. But this salesperson, and thus company, clearly mislead me on the sale. I wouldn't have purchased anything without a trial and return policy!

  Business Response

  Date: 06/12/2024

  After talking with the employee that worked with Ms. ******** here is his side of the story  Ms. ******** was looking for a mattress that was compatiable with an adjustable foundation.  There are a few mattresses that are compatiable.  The Hybrid style mattresses are more expensive, so she was shown a less expensive model that is also compatiable with the foundation.  Ms. ******** was looking to spend a little less, so she went with the model that is not a Hybrid.   My employees are non-comissioned and work with customers to fit their budget with no sales pressure!   We do not offer a comfort guarantee as stated on our invoice. Ms. ******** was offered an inspection of her mattress to see if there were in fact defects.  If there were such defects, we would honor the manufacture's warranty.  She declined this offer. We have been in business since 1955 and stand by our reputation of customer service and no pressure sales techniques!   We certainly can't exchange mattresses because someone is not comfortable!  What would we do we a mattress someone has slept on for 2 months?  At this point, we offer to inspect mattress because she is stating she is feeling springs.  If the mattress has failed according to the warranty guidelines, a replacement would be granted.  Ms. ******** at that time could chose to upgrade to another model.  She would be responsible for the difference in costs, plus a delivery fee.  ***** *****

  Customer Answer

  Date: 06/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   [Mr. *****, the offer to look at the mattress to determine defects was made as “when we are in your area, hopefully you would be home, we could look at the mattress” was vague and insincere as no specific date was offered. I live 38 miles away. If a specific date and time had been offered I would have accepted. I do feel the coils, am not sleeping and have ordered a 3” memory foam topper hoping to rectify this untenable situation. I will not endorse your business as one that has the customer’s best interests at heart as there has been no time set up for an inspection.  Regards,  ****** ********

  Business Response

  Date: 06/25/2024

  Ms. ******** was unhappy when she called my store. The salesman tried to make an offer without a lot of commitment because she was adamant that she got a something other than what she ordered or wanted. She has not called back since the BBB  complaint to see her options. Our invoices state that we do not offer a comfort guarantee!  We offered to do an inspection to determine if by chance the mattress could be defective. However, those are done free of charge when our delivery guys are in the area. We could have been more accommodating, however, her call was made in a defensive tone.  My salespeople do not push people into buying something that they do not want!  If a person makes a choice that they are not happy with, it’s not from high pressure!   We still offer an inspection of the mattress, however, we can not guarantee a replacement unless defective.  There are plenty of choices in mattresses. That’s why we let the customer choose!    Steve *****

  Customer Answer

  Date: 06/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This has been resolved by ME purchasing a 3” memory foam/gel topper. I no longer feel the “coil” pressure. I maintain that both I and my witness heard and were directed to this mattress after inquiring about “Hybrid” mattresses and thus was led to believe that was the product I tried and purchased. I was not unhappy until I felt the coils and was shocked when I called the salesman and he told me it was NOT a hybrid which he deceptively let me believe it was. My fault, certainly, for not asking more questions, and for literature to look at about the product. I do not wish to pursue anything else as the manufacturer has reached out to me and I can go their route for a fix if I desire. Again, the topper has, at my expense, alleviated the problem. I’m finished with them.  Regards,  ****** ********