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ComplaintsforSleepworks
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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
11/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Sleepworks in ********** **. Purchased a bed, the salesman told me it was latex.brought it home and saw the tag said polyurethane foam.Tried to return it less than 1 hour later. They said it was a final sale and could not be returned. Looking at the dirty tag I actually think they sold me a used bed. If they had told me that to begin with I never would have purchased.I want to return the bed. I tried to return it right after purchasing and they would not take it backBusiness response
11/23/2021
We spent nearly 2 hours with customer explaining the difference between clean, natural and organic mattresses. Descriptions were ******** clear on what she was purchasing at a substantial discount.
Customer was shown organic, natural ************************ and the all latex Velika that was $4599.99, this was more than she wanted to spend but liked the discount on the one she chose that was on display and on clearance. The mattress purchased was so heavily discounted with the special foundations she got were significantly below cost. if they werent on floor sample clearance, the foundations alone sell for what she paid for both the foundations and mattress. It was very clear explaining that the mattress has 100% natural latex on top of a plant based foam core.
The display model was in pristine condition as both she and her husband inspected it thoroughly before we wrapped it, she was EXTREMELY cautious, looking it over and inspecting before we loaded it into their suv.
I was ******** clear that it was a final sale and signed the invoice just below our terms and conditions, her husband "******"said that his wife read the law tag and was concerned that it has polyurethane in the core, never mentioning that she thought it was a used mattress, she inspected it and it was obvious this was not a used mattress,I explained that EVERY major mattress brand has polyurethane in it but ours and this particular mattress has Certifications that there are no harmful off gases coming from our mattresses.
Most of all the other brands dont have these certifications, I am truly disappointed that she is making this complaint, she asked so many questions and was extraordinarily cautious before purchase, I am doing this over 35 years and I dont come across a customer like that even once a year, she was cautious and specific, I am not clear on what exactly her complaint is,based on what her husband said she was concerned about polyurethane, if that is truly her concern we would do an exchange only on a certified organic mattress at MSRP even though customer signed that this was a final sale, and as an extra courtesy being that she would probably only buy organic in the future we would extend a 10% discount on any future purchase after she purchased a certified organic mattress at regular MSRP with exchange on set she purchased.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.