I purchased mattresses from the company on the 29th of January to be delivered the next day by their usual delivery person. Most of the item delvered were okay, except one full size bunk bed matress that was clearly used, worn with exposed nails and thorn corners. I told the delivery person that I would not accept that item and he stated that the store was closed and the item might be stolen from his truck if left there overnight and that their common practice at the store was for his to deliver a replacement matress the following day while removing the bad one. He said that he will notify the store first thing in the morning and deliver the replacement the same day. I took his at his word. Bad mistake.
I contacted the manager/salesperson (David) the following day (jan 31st) and he stated that he will indeed send a replacement as soon as he confirms from the driver and that he will contact me. I provided him the receipt number he requested and the phone numbers he can contact me and waited. I called him back the same afternoon and he said that he has confirmed from the driver, but that he did not have and replacement as he was waiting for a resupply and that I should bring back the old matress myself so that 'he will see what he can do'. I reminded him that I had already paid for the delivery and should not be returning the mattress by myself. After repeated phone call and still waiting for his re-supply, and I demanded a refund so that I can make my purchase elsewhere and for the driver to come and pick up the bad mattress, the manager (David) informed me that the company has a non-refund policy and the best they can do is a store credit. I do not want anything else from the store. I want my refund. I want the driver to come and remove the old worn mattress.
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