Ortho Mattress / faulty mattress
Ok, so I’m purchasing a $4000 bed from Ortho. It’s on sale for ½ price, taking it to $2000. As my fortune would have it, it’s ½ price again for a weekend sale. That turned out to be $1100. Pretty cool, right??? Well, so I thought. I had my beautiful bed delivered, slept on it that night. Not that impressed. The salesman told me that sometimes you have to sleep on a new bed for up to 30 days to get used to it, so I don’t say anything yet. Now it’s been 30 days and I feel like I’m rolling into the middle of my $4000 bed. Not good! I go back into Ortho and they tell me that I can pay a restocking fee of $200 and get another bed. Wait a minute, I just told you that I’m rolling into the middle of my BRAND NEW bed and your suggestion is to PAY YOU to take it back??? Now I’m not only confused but angry. Sensing my frustration, you (store manager) tell me that if I’d like I can PAY to have someone come out and test the bed you can set up an appointment for me. Ok well, first of all, I’m not going to PAY more for you to test my BRAND NEW bed. If you would like to test it, you may and then you can get me another bed because I’m telling you that this bed is NOT comfortable for me – your customer, to whom you sold a $4000 bed. Come to find out this bed is not even sold anymore – Yes, the bed you sold me 30 days ago is now discontinued – I wonder why? So you, the store manager, tell me that the bed has to test and be defective by a 1 – 1 ½ inch hole in my bed to qualify under the warranty. The mattress tester comes out, throws his string across my bed, and places his cylinder-measuring device next to the string. Now, because, you, the manager gave me a measurement of 1 – 1 ½ inches, I took a picture of the 1 inch hole on one half of my BRAND NEW bed. The mattress tester leaves and Ortho calls me to tell me that my defect does not fall under the warranty limits because they measured 7/8 of an inch “hole”. Now, low and behold, the defect rules are different – the hole now have to be between 1 ½ and 2 inches. So now, not only am I frustrated that the defect numbers have changed but I am furious of the fact that I’m not sleeping like I thought I would on my $4000 bed. THIS IS NOT CUSTOMER SERVICE. Who do I talk with about this??? I don’t think it’s fair that I pay $200 to return a discontinued bed returned because in the customer’s view, it is defective.
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