We purchased a California king mattress and adjustable base in August from the Kingston Pike location. We were pleased with the service and we loved how the floor-room model mattress felt, super firm! Unfortunately, the mattress we received was not comparable to the floor model! I felt like I was rolling off the edge of the mattress. We went back to the showroom and were told we would be notified about our issues in about two weeks. No big deal since we were going to be out of town during one of those weeks. We waited and waited and hadn't heard from anyone, so we called them. They picked up the mattress days after our phone call. They added some more material, but unfortunately, it didn't do the trick. I was not sleeping well at all! It came to the point that my doctor was going to send me to a sleep clinic. In the meantime, my husband added some plywood on top of the adjustable frame to give the mattress more support. It didn't work. I finally started sleeping in the guest bedroom , and guess what, I was sleeping on a firm memory foam mattress that was sitting on a box spring. I slept in 3-4 hour stretches, nothing like I was sleeping on the Brothers mattress! We decided to remove the mattress and adjustable frame on our bed and move the memory foam mattress on our other king size bed and purchase a box spring on Amazon for our master bedroom bed. I continue to sleep much better than the setup we purchased at Brothers.
We were very, very disappointed because we'd never splurged on a mattress and frame like that before! Many weeks later, we decided to see if we could return the adjustable frame that was now sitting in the garage. We decided to go to the corporate store to see if we might be able to return the frame. We spoke to Derrick Pratt, a sales manager. Since everyone's business card is labeled "sales manager," the title is not to be taken seriously considering he was less helpful than even a salesman on his first day on the floor! We were trying to explain to Mr Pratt the situation and the steps we had taken. We were leading up to requesting a refund of our adjustable frame. We didn't know if we were going to be able to return the frame, but it was certainly worth a try. Mr Pratt was very defensive, defensive to the point of being offensive! At one point he made the statement that he wanted to know if we were accusing him, meaning Brothers Mattress, of doing a bait-n-switch because we insisted that the mattress we purchased was not the same quality of mattress that we laid on in the store in August. Needless to say, my finger went up, pointing it directly at him telling him how dare he accuse us of that!!! Never in my wildest dreams had that thought crossed my mind, and never would we have accused him, or Brothers Mattress of that!! I gave him a piece of my mind and shortly thereafter, we left. I think Mr Pratt thinks too highly of himself and definitely needs to learn to use a better choice of words to a dissatisfied customer. We did not go into the store angry or upset. We went in with a plan to discuss the situation and to see if it could be resolved. We didn't know if it was possible, but we wanted to try. Instead, we left after being insulted and treated so disrespectfully! We weren't trying to pull a fast one, and we certainly didn't accuse anyone of a bait-n-switch!! Mr Pratt, you need to take some lessons in how to handle yourself better in a situation like this. We were looked down on. We didn't deserve to be treated in the manner we were. We DO NOT recommend purchasing a mattress from Brothers. Buyer beware!
UPDATE: Nice try at spin control, Derrick! YOU DID NOT OFFER TO GIVE US AN EXCHANGE. My husband recalls you offering to sell us a box spring. You never offered us an exchange for anything. In fact, you said that state law DID NOT allow you to take back an adjustable bed frame. We never got to the point of asking for our money back, although we hoped that that would be the outcome of our visit. We never mentioned the comfort of our mattress? Are you freaking kidding me! That's where we started our conversation! I hadn't had a decent nights sleep since we got the mattress! The mattress was what we thought the problem was! We were trying to figure out what the issue was for the two months we had the mattress! After sleeping on another bed in our house that had a mattress supported by a box spring, we theorized that part of the problem was the adjustable base. Oh, by the way, we still stand by our comments that the mattress is not as firm as the floor model in the showroom. In fact, it's not even close! We wasted several thousands of dollars for inferior products. Your arrogant attitude showed that day we spoke to you, and continues to show in your response to my review today. You now have earned yourself a one star review based on, not only the products we were sold, but your attitude as well! WE DO NOT RECOMMEND BUYING A MATTRESS OR ANYTHING ELSE FROM BROTHERS BEDDING! read more
