Business ProfileforCity Mattress of Florida, Inc.

"My wife and I bought a Aire-Streamline mattress on 12/17/23. The lady we spoke to was *****. She helped us select what we thought was the best mattress at the time. We had the mattress for a month and were having some back issues. My wife called and spoke to a guy at the store and asked about returning the mattress. He informed her that they do not do returns. This was a shock to us because before purchase we had discussed with ***** the ability to return the mattress if there were any issues. She said that would not be a problem. However, upon further review of the contract we found out that we can return the product, however only for an exchange for equal or greater value. No refunds. I emailed *****. I informed her that we do not feel that she fully explained this return policy to us. We were told a vague description of the return policy so that we could be quickly locked in a contract. This no refund policy was a crucial piece of information that I needed before deciding on what mattress company to make a purchase through. I have also worked with ***** in finding a replacement mattress. The only mattress that stood out for more comfort was the Aireloom M2 Plush. However, this is around $2,000 more than our original purchase. Also, this has the same circular groove design as the last mattress. We believe this is what is causing us back discomfort and for us to keep waking up in the middle of the night. Therefore, upgrading is not an option. I requested a full refund but was denied by *****. The **************** asked if I wanted a mattress topper free of charge. I declined, telling them I had already bought one and it didn't help. Also, I shouldn't need a topper for such an expensive mattress. It should already be incredibly comfortable. I feel like I am now dealing with a company that cares more about profit than the customer's satisfaction with their product. We are in debt with a mattress that is uncomfortable. It feels like the company could not care less."