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Mattress Firm

Mattress Firm review: exchange policy 4

M
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5:08 pm EST
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Back in the end of August, beginning of September we bought a
Temptexdulex king mattress. It did not work out for my Wife. We tried it for about 4-6 weeks.Her back could not take .We took it back to see what our options were. The salesperson showed us different matress's. We ended up bying a Abbey Lynn PT King mattress.We had to pay an extra $547.50, with the understanding it also was under 90 day trial. to . We tried it about 4-6 week period and it also hurt our backs.We went back to the store to try to get back our original mattress .The salesperson told us there is a one return policy which she did not tell us when we bought the other mattress. She told ie the only way she can do it, is for us to return our mattress, which we would have to pay$300.00, and also lose the extra $547.50 we paid. All I want is my original mattress, $547.50 back.Can you help me?

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snake doc
, US
Jan 21, 2012 4:59 pm EST
Verified customer This comment was posted by a verified customer. Learn more

same trouble with Johnson City store, offered comfort exchange, and then say it is against the law, this law was put into place to protect consumers not companies, they are taking these returned mattresses to Bristol, VA they charge 10% restocking fee, why is there a fee if they can't restock the mattress.and against the mattress. very unethical company, this company needs to be put out of business. if you have trouble with the Don't let them get you.

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Bed Master
Knoxvi, US
Oct 11, 2010 10:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

You do have legal recourse in this matter. In the state of Tennessee, it is illegal for a mattress retailer to offer a comfort exchange to you pursuant to the sale of such a mattress. Tennessee Consumer Protection Act, as set out in Title 47, Chapter 18, Part 1. Google Tennessee Consumer Protection Act and then file an online complaint. You may receive your money back and Mattress Firm can be fined up to $2500.

Good luck!

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Jefelefe
, US
Sep 12, 2010 12:25 pm EDT

@ Taylorface:

While everything you said regarding the return policy is true (since you copy/pasted it), there's no need for you to be a condescending [censor] to a complete stranger. You should change your profile name from Taylorface to [censor]face.

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Taylorface
, US
Mar 12, 2010 6:15 pm EST

First off, I'm surprised that your salesperson offered to letyou return it in the first place. I don't understand why mattress buyers seem to think they are ENTITLED to exchange/return their mattress a gazillion times. For Pete's sake, would you try to return underwear to a department store? It's the same thing. You've wallowed around in that thing for over a month, it's covered in your germs at yet you expect the company to magically fix all your problems?

Mattress Firm is being NICE by even letting you exchange it. I've bought a bed from them, and my paperwork states, (and I swear I am copying this down word for word) "You have between 30-90 days to decide if you new mattress is the right comfort choice for you. It may take up to 90 days for your body to adjust to the proper support of a new mattress. If, after a minimum of 30 nights you are unable to comfortably adjust to the support of your new mattress, you have up to the 90th day from your original delivery date to take advantage of our Comfort Guarantee. To do so, return to the store of your original purchase and select another mattress of equal or greater value. If you select a mattress of greater value you can simply pay the difference. If you select a model of lesser value a refund is not available. A processing and handling fee of 10% of the purchase price on exchanged pieces, plus a local delivery fee (charges start at $59.99 plus tax) will be assessed. If you choose a replacement model from a different brand line or manufacturer, the entire set will need to be replaced to ensure compliance with flammability regulations. 10% processing fee will apply to the set." (Now listen, Mastro, because this pertains to you.) It continues, "Guarantee is limited to one exchange per customer. Refunds are not available. Special orders, clearance merchandise, floor models, adjustable bases, mattress protectors, furniture, Tempur-Pedic pillows, promotional/accessory items, warranty exchanges and unsanitary beds are exempt from this program."

Now I'm sorry, but this paperwork is idiot-proof. It is not the salesperson's responsibility to go over every single minute detail with you. It's your responsibility to read and comprehend what you sign. If you had a question of whether you could exchange it twice, you should have asked. You should never assume. Grow up and learn the life lesson.

So, to answer your question, no, I can't help you. I believe you're beyond help.

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