On December 15 I ordered what I was told would be the best mattress for me. The sales person was polite and seemed to be knowledgeable of the products so I bought what was advised. However, the sales person did not explain the mattress exchange/no refund policy.
After receiving the mattress and sleeping on it the first night, I called customer service to express my dissatisfaction with the mattress. It was hard and uncomfortable. Customer service was abrupt in quoting the policies for no refund/exchange only. It was then that I learned I could have tried the mattress while the delivery men were at my home and returned the mattress then if I were not satisfied with it.
The customer service representative forwarded me to a manager who advised me to go to a retail store and try a mattress and arrange for an exchange. I did as I was instructed and found a comfortable mattress. I asked the sales person in the store if the mattress was in stock. She replied yes and was ready to set up an exchange. I explained that I had already spoken to customer service and they were waiting to process the exchange by phone.
When I returned home and called customer service, they told me I would have to pay about $400 more for the mattress. I was told this included a discount because the policies were not explained but the mattress was not in stock and would not be available for delivery until December 28. I let customer service know that the sales person in the retail store confirmed that the mattress was in stock and available for delivery on Thursday, December 21st but was told my information was incorrect.
When the delivery men brought the mattress into my home on the 28th of December, they said there had been a mistake. They had been instructed to pick up the complete set (box spring and mattress) and leave the mattress only. They realized this was an error because I would not have a box spring to put the mattress on. After waiting on the telephone for 30 minutes the delivery man said if I wanted to keep the box spring and mattress, I was have to pay an additional $300.
When I told him I wasn't prepared to do that, he informed me he would not be able to do the exchange and I would have to reschedule again with customer service. Since deliveries in my building are only allowed from Monday to Friday between the hours of 9am - 5pm, security had given me special permission to accept this delivery. But they grew impatient after having to wait for the delivery men to get instructions from the office. Security informed the delivery men that they would not be able to exit the building with the mattress and the delivery men got loud and threatened to call the police.
After, again, speaking with customer service and security in the building, the men were allowed to take the mattress out.
However, I still do not have a mattress exchanged. I have the original, uncomfortable one. And now, I am tired and don't have the time to devote to this any more. I have (1) day before the end of the week when I can have my bedding issue resolved.
This whole ordeal has been exhausting, embarrassing and totally inconvenient. I did this to expedite time but it has cost me more than just time.
Please have 1800MATTRESS come pick up their merchandise and credit my account. This has been a horrible experience. How could I ever recommend 1800MATTRESS to anyone!
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