Ordered three mattresses, two twin one double two weeks before Christmas. Delivery was made the Tuesday before Christmas. When I went to move the mattresses, still in their protective plastic, that evening, I noticed a 4 inch rip along the seam on one of the twin mattresses. I called the local store the next morning. I was directed to www.sleephappens.com to fill out a warranty form. Which I did.
8 or 9 days later, I received a letter of authorization to replace the mattress. It instructed me to go to the store I made the original purchase and pick a new mattress, then set up a day and time for delivery. The final paragraph of the authorization letter reads exactly as follows:
"Transportation costs are not covered under warranty. Consequently, you will be charged the standard $65 delivery fee to have the replacement mattress delivered and your defective products removed. If you wish to avoid paying the delivery fee, you may return the defective merchandise to our main warehouse in Frederick, MD after completing the necessary exchange paperwork from the store you made your original purchase."
I should not have to pay another delivery fee for a product that was originally delivered defective. Nor should I have to drive 90 minutes to their warehouse (and 90 minutes back), in another state to pick up the mattress myself. I called, and my husband called, to get this reversed but we are getting no where. I also filed a complaint with the BBB and Consumer Affairs. I received an email response from Consumer Affairs today letting me know they had a response from Mattress Warehouse, that reads exactly as follows:
"The cusotmer accepted their mattress exchange on January 27. The cusotmer
was not charged a delivery fee for the delivery exchange."
Mattress Warehouse flat out lied. We were charged and have not received a credit for the 65$ delivery charge. I responded to the Consumer Affairs email offering to attach my bank statement showing the delivery charge posting to my bank account through present day to also show a credit has not been received.
The worst customer service I have experienced, in 10 years.
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