I purchased a full bedroom set one year ago including what I thought was their best matress and boxspring set in the store. It has a 25 year warranty.
I noticed the seam was comming out all the way around the mattress. I dug out my receipt in January and called them on the phone and spoke to the manager. I explained to him my situation he said no problem that it would be a $40 delivery charge and they would exchange it for me.
I was planning on purchasing another mattress for my son so i told him i was going to wait a month (until i got my taxes) to do that so i would only have to pay one delivery charge. When i went in the store a month later he said i needed the receipt before he could process it. I went home and i could not find the receipt that i took out prior. So i called them and he referred me to the customer service department cause he couldn't help me without the receipt (even though he had a original copy of the receipt in the computer).
When i called customer service department he took 4 days to get back to me and treated me like crap. He said i'm out of luck and started saying things like are there burns or stains in the mattress. I felt he was very rude to me and at that point got very angry and hung up on him.
I used my credit card when i payed for it so i have the statement from that and they have a copy of my purchase order in their computer. I feel that should be enough for an honest customer, because it's their product that has a defect.
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