Feb 20 my wife and I went to Sleepy's to purchase a new mattress. We decided on a Tempurpedic mattress and the adjustable base. After sleeping on the bed for a week two problems occurred. First the mattress was too soft causing me back pains and second when the adjustable base is operated it pushes against the headboard and footboard causing the bed rails to pop off our head board. Both problems seem easily fixable... Exchange the mattress for the firmer model and excange the adjustable base for the non adjustable one.
Easier said than done... Exchanging the mattress is fine, however it will cost $200 plus delivery since they can't resell the mattress.in the world of restocking fees I can live with that. BUT the base it not exchangable... WHAT!!! This was told to us by the salesman when we inquired about the exchange. Why weren't we told that the $1300 adjustable base was completely not returnable or exchangeable? SALESMAN—"it's on your invoice" How were we supposed to know that BEFORE making the purchase/receiving the invoice? SALESMAN—"let's not jump ahead of ourselves and see if we can have the drivers fix the problem with the base first." The drivers already installed it once. After the bed started falling apart, we've messed all week with it. We need to exchange it for the standard base. SALESMAN—"the adjustable base is not exchangeable. It's policy." WHY?"SALESMAN - Because of the policy. "ME" - Why is this policy in place?"Salesman" I don't know, but it is policy. You can call customer service.
So, I call customer service from my cell in the store and the man on the phone recites the same thing and then asks to speak to the salesman. I handed the phone to the sales man and the phone call oddly disconnected. I left the store frustrated and called customer service again. This time Tracey told me the person that could authorize a policy exception to return the base was the Regional Vice President. I then explained I needed to speak with the RVP. She didn't have the number, she would have to call the store to get it and then call me back. 24 hours later she has never called back.
In the meantime, the salesman called back and again recited the policy. My wife asked to speak to the RVP. He said he didn't have his number, but would have the District Manager, Mr. Shaikh call us (verified name and spelling). Today (2/28/10), someone named Mr. Sharaz called, indicated he was the DM, and said he couldn't authorize it, but the RVP could, but that would need to go through customer service. He said he would have someone from customer service call us.
We then received a call from Justin at the management team of customer service. Who also said we could not exchange the base AND everyone that told us the RVP could make an exception was wrong. My wife asked to speak to the RVP. Justin explained he was not authorized to give us the RVP's info. She asked to speak to his supervisor and was given Mr. Hugo Gomez' name and phone number. She asked who he was and was told he was on the management team of customer service... Which is apparently what Justin is as well, but she was assured this was Justin's supervisor. We called Mr. Gomez and received his voicemail. We now sit here even more frustrated because of the crazy run around we've received. AND with a crummy night's sleep and a broken bed frame.
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