On March 23, I purchased a mattress and box springs from the Sofa and Mattress Clearance Warehouse. After sleeping on the mattress for 5 days, it developed a 2 inch depression in the center. I went back to Juan Cornejo, salesperson at the store, to report this issue and ask for a refund. He said the store did not give refunds, but they would exchange the mattress for me. All I needed to do was to take pictures with a string and a measuring tape demonstrating the depression. I had no reason to think that a second mattress would be defective, so I did as instructed and sent them to him via email. He said it was definitely a defective mattress and that he would get another one in to deliver to me. The second mattress was delivered on 4/6. That one, too, developed a depression within 11 nights of normal sleeping. I took the pictures with the measuring tape and string and sent them to Juan again, on 4/20. I told him that after 2 obviously defective mattresses, I did not want another one. I asked for a refund of my money. His superior, Adam, did not respond to the request on 4/20. When Juan called on 4/23 at approximately 3-4 pm, he said that Adam would not refund my money. I went into the store around 5 pm, waited for Juan to finish with current customers until 5:30 pm and told him this: I would accept the new model if Adam would authorize Juan to put in writing that should a third set prove defective as well, I would receive a full refund, no questions asked. Adam still refused. I then made them aware of the measures I would take, including filing this complaint. I received was not one, but two defective products. Further, even when I was willing to try a third time with a different model, just with a simple guarantee against another defective mattress, I was flatly denied. I suspected I had been a victim of a scam when the 2nd mattress proved defective. I knew I was when Adam would not even stand behind the products he sells with a simple guarantee of a refund IF a 3rd, entirely different model of mattress proves defective. If he had just done that, I would be trying another model of mattress instead of posting this complaint. I regret that Adam's unwillingness to make a simple gesture to regain my confidence may cost him more than the price of my mattress set.
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