Tried to exchange product but longer available. replacement item was not same as orig purchase. Deceptively traded cheaper and different grade prod.
I am writing this in regards to a transaction that began with my initial purchase on 7/14/2013 of a firm Stearns and Foster king size mattress for the total sum of $1408.74, which included the mattress, box spring, taxes, delivery fees and one full-size bunky board for another bed. When we came to purchase the bed, we were assured that if the mattress did not work, we could trade it in for one that would be more suitable.
Several weeks later, I did return to the store, stating that the bed was too firm and requested to try something with a softer top but still had to be a firm mattress, and chose a new mattress. After being called by your delivery team and being asked to be home 2 hours early, they began swapping out the new box spring and mattress. They did call and ask me if it mattered whether the box spring was the same make as the mattress and I said no, but I was not prepared for them to deliver box springs that were torn on the bottom and the corner protectors broken off. They also delivered a mattress that had more than 7 dark brown stains in multiple locations across the entire mattress, which were not there when we viewed the mattress in the store only a few days later. At that point I refused acceptance of the mattress and box springs and they replaced the original set and left.
I called and spoke with, Mr. Panning, several times, but it became clear that began dodging my phone calls and it was more than two weeks before I could finally find out that did not receive any more of the exact mattress that I chose. delivery team showed up with three mattresses for me to try and laid them in the street. I specifically asked if they were all firm mattresses and was assured that they were, and that the one I chose was the only non-pillow top the store had. After trying to other two pillow-tops that were sent, I settled on the firm non-pillow top and the exchange was made.
After two nights of sleeping on the new mattress I began to have severe back pains and the issues began to compound. I stripped off the linens and called the Beautyrest company to find out that the mattress I had been sold was not a firm mattress but rather in the plush category, which explained much. The mattress I retired was a plush and that was the reason it was retired-it was too soft for my back. With the new mattress, which I had been told was my "final sale", I missed four days of work, had to go onto three prescription medications, attend physical therapy and experienced many other issues.
I am seeking a full refund, minus the $50 paid for the bulky board that I have kept. I have given the owner the opportunity to come and pick up the goods and provide a complete refund as he is in breach of contract. The item he sold me was not only of inferior quality but a different grade than that I required and demanded at time of purchase.
Owner has not readily returned phone calls nor responded to letter sent requesting refund. The mattress sold to me was a plush grade and not a firm, and I was told at the time of the last delivery I had to take one of these three mattresses and the sale was final. I was unaware at the time that they misrepresented the item in question and have caused me not only sleepless nights but lost time at work due to pain and doctor's appointments as well as extra costs of medical care, testing and medications.
If he does not provide full refund, I will seek refund price plus damages, including all medical bills, lost wages and legal fees.
I am willing to accept a full refund at this time but will pursue other avenues should the owner choose not to provide refund.
First and most important is a refund was issued to Ms. ****** on 10/10/13. This was issued before we were even aware of this complaint.
We went above and beyond what any retailer would do to accommodate a customer. Bringing 3 mattresses for her to pick from to her house is not something any store would do. She also failed to mention her original purchase was final sale with no returns stated on the receipt she got at time of purchase. We still attempted to fit her into the right mattress.
The mattress she claims was plush was explained to her as the firmest soft feel we had in stock at the time. We are an outlet store and don't have consistent inventory. It changes daily. She was never forced to accept any mattress. She CHOSE that mattress herself.
With regard to the Owner failing to take her calls, she would only speak with him and he does not have regular hours there. There is a store manager empowered to handle such matters but she insisted on speaking with him. As the owner of multiple businesses his time is divided at different locations.
She was even refunded delivery fees which are contract and should not have been given back. She made the original selection and wants the business to pay for her choice.