We purchased a mattress 2 years ago from Mattress Giant and had to file a warranty claim - well that was a nightmare by itself! We ended up having to call Houston, Tx (Corporate Office Warranty Division) to get help and a email later on top of that because noone wanted to help us do a claim at the store!
We took pictures, measurements and filled out the paperwork and faxed and emailed pictures and received a letter of approval to get a new mattress which may I say the warranty department was the nicest to deal with and the most respectful for your problem - but the store was a different story!
We spent 2 (two) hours in the Rockwall store after first going to the Mesquite store to get a mattress and was told we would have to come back on Saturday because that salesperson did not know how to do a warranty claim. So more gas and miles later we land up in Rockwall to get the mattress and to deal with one of the most how to by nice to say this arrogant managers ever and he was mad because he had to help us and he lost his customers because he did not make a sale and he had to do our warranty trade with us - we were nice about it and let him help the next customers that walked in the store!
After picking the mattress and paying a difference plus delivery and tax on that is was a litlle over $200.00 because we went with a different brand-do you think that we were told about the difference in the box springs that went to our set now compared to the mattress we purchased NO! We tried to get some explanation as to why our credit card was being swiped twice and was guarranted that it only took once and then we had to start over keep in mind that the whole time the manager was talking to the help desk which the help desk needed some HELP of their own! 2 hours later we left and got home!
After thinking about it and looking at our paperwork - I knew HOUSTON we have a problem! And checking our bank account now reassure we were told it was only 1 (one) transaction but yet the bank statement begged to differ and tonight after checking it again it still begs to differ!
Well - I had to take off work for the whole day - 1st a trip to the bank to talk to them which they said they could not do anything about it till it actually post and then we could file a dispute and then a trip to Rockwall in the process of the drive a call to the Houston office to tell them what had happened and what a suprise it was that I showed up and asked the most abnoxious person I have ever met that he needed to fax the paperwork and call the coporate office with a response that went something like this "They know how and where to get hold of me if they want to talk to me and they could look on the computer to see the paperwork!
Can you say that the morning did not get off to a good start and his paperwork was different alright from what he reprinted and gave me again and then reassured me that the credit card was only charged once! Well we did it the HARD WAY and out to the car I had to go to call the Addison Corporate Headquarters and the poor receptionist did not know what to think of me but at that moment I did not care - I had the Vice President of the company on the phone and explained to him what a jerk of a manager he has working for him and that if I had to make a drive to Addison I had no problem doing that!
Several calls back and forth in the store and on my cell from Houston and Addison and the charming manager finally doing what the Vice President told him to do and a set of box springs that goes to the mattress we chose later -but the irony of this story is I am still out a double charge for sure after they said no WE PROMISE that your card did not get charged twice and all that I know is that you do not mess with a woman and her money and someone in corporate is going to be cutting us a check and sending us a apology letter from them and the manager and we WILL NEVER ever step foot in another MATTRESS GIANT after this is said and done - better yet if we do not get our money back from the second posting after I file with our bank first - you may see me on the 6:00PM news!!!
Vp
Mesquite, Texas
U.S.A.
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