The complaint has been investigated and
resolved to the customer's satisfactionResolved Mattress Warehouse at SleepHappens.com — a promised refund check that has not arrived
resolved to the customer's satisfaction
Mattress Warehouse (SleepHappens.com) - www.sleephappens.com
I entered the Mattress Warehouse store in Easton, Maryland for the first time August 31, 2007 and selected a mattress, a spring and a bed frame which also included head and foot board. The sales person named S added up all the charges; a total of $1,889.99 in which I paid the full amount out of a personal check. I was told the delivery date was going to be Tuesday Sept. 4. Tuesday arrived and on the same day I received a phone call from S letting me know the delivery date was changed to Thursday, Sept. 6. Thursday arrived and right before delivery, I received another phone call from S, informing me, the delivery truck loaded up the wrong hooks and bed rails from the bed I just purchased. When the delivery man arrived he had no knowledge that anything was wrong but asked me what I wanted to do with the remaining spring and mattress. I told him he should leave them with me since I didn't have a bed to sleep on and had already paid the full amount. On early Friday I found a phone message on my cell phone from the previous evening from a woman in a Frederick Maryland warehouse store informing me, the bed frame I just purchased a few days earlier has been discontinued. The message said I also needed to return to the Easton store to talk to the sales person and try to figure out what to do. I did. I returned to see S. I told her about the phone message which surprisingly enough she didn't know anything about it. She also added the store made a mistake in regard to the price. The head and foot board I purchased a few days earlier costs more money. She told me the mistake came from the store, and it was not in anyway going to interfere with the original price I had already paid. I told her I really liked the bed frame I chose from the beginning, and wondered if it was possible to have the one from the sales floor display. She responded it was fine and that in addition I might end up receiving, 50 to a 90% discount (if approved) since the head and foot board frame had a few scratches. The frame was delivered without any problems the same day Friday Sept. 7. I called S back two days later wanting to verify about the refund. She reassured me the refund of about $300.00 was approved by her district manager and that I should receive a company check within a few weeks. Close to a month went by and I still did not receive a check. I called back the Easton store once again on September 28 and this time I spoke with store manager Mr. JL who had no knowledge of who I was and what the situation was all about. Saturday October 6, I finally decided to pay a personal visit to the store and asked Mr. JL to write a 300.00 dollars check refund directly from the store. After all, back in August, I did pay the full amount of $1,889.99 to purchase the items, why would a 300.00 dollars check from the store become so difficult to disclose? He told me it was not possible. Mr. JL advised me to speak on the phone with district manager KK who knew very well about the refund as well as the fact that he authorized it (he gave me an authorization number) but gave no apologies what so ever about the whole situation; in fact he refused to give me any guarantees, saying: "after all I've still gotten a good price". On October 22 I finally decided to call customer service and asked to speak with Mr. KK once again to hear what the company excuse was about this time. I left him a voice mail message informing him I still did not receive the $300.00 refund check and to give me a call. He never did. October 24 has arrived and I am still without the refund I was promised verbally and in writing. I called Mr. JL again Tuesday October 23 whom sounded more clueless than ever, didn't have much to say and was annoyed by my phone call. I just wonder; a normal letter or a package sent to Europe (France, Italy, and/or Germany) takes no less than a week and a half to arrive, how can a check in a form of a letter, sent from the same State be so difficult to arrive? There is only one obvious answer; it's called arrogance, unprofessionalism, no knowledge of the importance in building a good/honest consumer/business relation. In plain words this is a business who displays a - could care less attitude-. What would a business such as this be offering to a nice town like Easton? Nothing positive!
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