Janie is a great saleslady, very helpful, not pushy in her approach. It was all downhill from there. We had our mattress delivered and it was obviously NOT firm. The label numbers matched but it was either mislabeled or used (I think the latter). The guarantee said for any reason it can be returned (15 years I think). We were asked to drive back to Lubbock (3 hours) to reorder. We were then offered the floor model by the new manager at the other location. $900+ for a floor model? No thanks. David, the new manager, showed us the same model number at the store across town and it felt firm and we were told that mattress would be delivered the next week and the "mattress expert" would be checking out our delivered mattress first. My wife asked how would he check it, weights or some pressure device. David said "no, he just knows the mattresses". BS!, he is the warehouse manager.
The expert didn't show. No call, no text, no nothing. I called, more BS. We have to wait 31 days, then just make a call to this certain number and they will schedule delivery of a new mattress. I asked to talk to David's boss, Brad. Well, he doesn't like to be bothered.. I think this is company policy. Sales receipt say 7 days / mattress co. says 31. ....31 days after purchase, call made. I was told there was a 10% restocking fee since we didn't return it within 7 days. I asked where on any of their paperwork does it say anything about that, Nicole says "oh, I can wave that charge." (imagine that, more BS)...appt made.. no show, no call.. 'we never deliver to your area on Saturdays. we'll be there Thursday'. you guessed it.. no show. David says we'll be there tomorrow. "I'll make it happen". He loves to say that. Finally the "expert" shows and pushed around the edge of our lumpy, soft mattress we had been waiting 31 days to get rid of and asked my wife "What's wrong with the mattress?" WOW! I stretched the mattress cover across the mattress and there were lumps and depressions throughout the king sized firm mattress. I asked what is all that? The expert says "Well you've probably broke it down." I said "in 30 days?" he said nothing. The mattresses were exchanged and this one is firm. I don't believe it is the same quality as on the showroom, maybe i should have taken that deal. We have not heard from anyone to see if everything is OK, These people do not communicate with each other and communicate horribly with the customer, We felt we were being given the runaround. I think they have some good employees but management and business practices are below sub-standard. I would not recommend doing business with them. read more
