I am not pleased with the DM Robert, who seems to manage all the sleep centers in this area. While I am not thrilled with having to be put on hold by Ashley for 26 minutes for her to confirm that I had spoken to their District Managers and needed the cell number again to text him a picture of the replacement mattress that we picked, I"d say she remained professional and friendly. As well as the other gentleman (shorter guy, perhaps it's Simon?), he has been the most helpful and friendliest of all I have crossed. We originally bought a Purple I mattress with the fatter pillows (which another sales person at a different sleep center mentioned is absolutely useless for sidesleepers, which is what we are) and spent quite a bit of money on sheets and pillows. My husband dislikes it much and I still wake up with low back pain, so we asked to exchange it. The gentleman from the Yukon location was very friendly and helpful in giving us details and letting us know that we'd have to get with the DM (District Manager) Robert for that process and told us we'd hear from him within two days. We did not hear from him and went to the larger location on Memorial Road to see if we could find a replacement. Taya from there was extremely rude and told us she won't be answering any questions and such and that we really needed to wait for Robert to do this with us. However, we already waited over a week and just wanted to see what they had. We found one and took a picture of it. I then got in contact with Robert (DM) and thought it would be a smooth process, which was not so. After sending him the picture of the mattress and the pillows we liked, I get a call from the main Mathis location off of I40, telling me that I owe 400 dollars on the Purple mattress and that I needed to pay that. First off, I had a special promotion agreement with payments. Second, I more a lot more then the monthly payment, third, I am about to return that mattress. So I text Robert what this is all about and he calls me stating that I need to pay a 199 dollar exchange fee (restocking fee maybe, which I later read in my contract that I don't have to pay if I select other merchandise) which he swears up and down that every sales rep tells his customers. My oldest son was with me when I bought the Purple mattress originally and was my witness that I specifically asked what the process would be in case we didn't like the mattress, which I was told was an easy process and good for the first year. No fees, nothing. I even paid for the Mathis Reward Card (79 dollars) to avoid any further delivery fees.
I have not heard from him since that conversation. He was supposed to get back to me to see if the mattress we wanted was in stock, since it is a closeout mattress.
Update after feedback: No, no response has been given since I spoke to Robert last week. He has not responded via text nor per telephone call. I have even responded via email as suggested on my and my husbands Google review, no response whatsoever. No, I do not feel like my business is appreciated nor fulfilled. I still have the first mattress I can't sleep properly on. read more
