We purchased a Serta Enlivenment King mattress set (box springs as well) from American Mattress in Lake Zurich on 3/3/08. The sticker price was $2799. After their high pressure salesman, Tony, asked us "what can I do to sell you a mattress today?" we purchased the mattress for $1734. Prior to purchasing, we asked Tony if it was returnable if we were not satisfied with it. He assured us that it was, after all, American Mattress has a "30-day comfort guarantee."
Two and one half weeks after delivery it began to sag on my 180 lb husband's side. I went back to the store on Tuesday 3/25/08 and spoke with Dennis, another salesman. As ridiculous as this sounds, Dennis informed me that mattresses are delivered with a lot of air in them and told me that I should have my children walk all over the bed for a few days to essentially push all the air out. He stated that this should fix the problem. Being a skeptical, however trusting person, I had my children do this for almost 1 1/2 weeks. Of course, nothing happened.
I went back to the store Monday 4/7/08 and spoke again with Tony, deceptive salesman #1 regarding my complaint and informed him of what Dennis had told me at my last visit. I told him that I wanted a refund. My husband's back is beginning to bother him from the sagging. Only at that point did he inform me that there are no refunds, only exchanges, and that we would have to pay for another delivery charge in addition. He suggested contacting an independent company to inspect the mattress for a $45 charge. When I informed him that I would not be doing that, that he had told us we could return the mattress, his next suggestion was that I should "spin" the mattress, putting the head where the feet are, to even out the sagging. I told him that besides not being able to do this by myself since my husband has a bad back and that I shouldn't have to for a one month old mattress, he suggested calling Serta direct and gave me their number.
I left the store and immediately called Serta. They informed me that there was nothing they could do since I hadn't filed a claim with the store. They also suggested that I speak with the regional manager for American Mattress. I went back into the store (20 minutes since I had left) and told Tony what Serta told me. He did not give me the regional manager's number but called him from the store and put me on the phone with "Jerry". Jerry suggested I either hire the inspection company ($45) to inspect the mattress or possibly exchange for one of the Vera Wang model mattresses.
When I got off the phone I told Tony this. He basically did everything he could to try and wisk me out of the store quickly. He did NOT show me any additional mattresses even though I asked two or three times. He then decides to inform me that the memory foam in the mattress is of course going to "conform" to the body's pressure areas. I informed him that he also did not let us know that before we purchased the mattress. The conversation ended with me leaving, not having looked at any additional mattresses.
I went home and got Jerry's number from the American Mattress web site. I left a message for him to please call me. He did, eventually, again with no resolution except to tell me to come into his store that he works out of in Mundelein because they have a bigger selection.
I went to the Mundelein store on 4/23/08 only to find Dennis, the salesman who told me to walk on the mattress to get rid of the air, covering for Jerry who was off that day. I explained what had been going on and he showed me some of the Vera Wang mattresses that Jerry had suggested. I was leaning towards the Vera Wang Calm. He told me the sticker price on it was $2399 for a king set. I asked him for the best deal he could do and he came up with approximately $1800. At that point I asked why I would actually pay more for a bed with a lesser sticker price than the original one I purchased. I was informed that it is a better bed and it has a 30 year warranty versus a 20 year warranty that the Serta Enlivenment had. I told him I would need to speak to my husband about it.
I did, and decided to go back to Mundelein on 4/30/08. I explained the situation to yet another salesman since Jerry was off again. He informed me that the Serta Enlivenment I had purchased less than two months ago at this point was no longer a product they sell and that I probably got a clearance price. I told him that no one informed me at the time that it was a clearance item prior to purchasing it. I told him to call Jerry and see what the best price was on the Vera Wang Calm. Jerry at that point informs him that there are no additional discounts, the sticker price is approximately $2600. I guess everyone from American Mattress just makes up whatever story suits them at the time to make a sale.
Shame on you american mattress and serta!
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