The salesperson I worked with initially was very nice and sensitive to my personal bed "needs", i.e., avoiding off-gassing and side-sleeping pain issues. I asked if I could purchase a floor model and she agreed to arrange that. However, what was delivered was a new mattress. I returned the next day to inquire but the man working then abruptly told me this was "his store" and he didn't care what another salesperson had done. He said I couldn't have a floor model and that I just needed to break in the new bed by sleeping on it for a while and get used to it. I said I had barely tolerated an hour on it, so how was I to break it in! He finally said he had several new mattresses in stock (what about the one at my house!) and so could replace the floor model if I wanted it, but this would involve another delivery fee and the $129 comfort exchange cost. I asked, since it was "his store," if he didn't back up his salespeople. Well, clearly no. There was nothing written on the sales slip about the floor model arrangement so I ultimately had no recourse. And he obviously didn't care much about happy customers because another customer came in during this time and I actually mouthed I'm sorry to her for the way the verbal exchange was beginning to sound.
I called corporate, talked to customer service and got what I expected - company policy. But do they have a policy for backing up their salespeople's shortcomings? Perhaps other stores are better, so I recommend finding one of those before doing business with this one. read more
