Okay here it goes. Errors were made on both sides but in the end everything worked out. First, as a customer do your homework before you go to buy a mattress. That's why we have the internet. Don't expect a retail associate to know everything. That was our mistake. We went to look for a new king mattress after only two years (Ugh) because we bought one at a "great price" at the same store only to find out that it was from the "back room." What? It was on the showroom floor when we found it. [Under different management at the time] Needless to say we went in looking for a firm mattress. No more cheap mattress for us. We looked at several brands and was continually told by the manager about the 10 day, 15 day, etc. offers from the manufacturers if we were not satisfied. Continuing to look we came across the BeautyRest Black extra firm. We thought to ourselves, "That should work, no more cheap unsupportive springs." We jumped on it, laid on our back for a second, on our sides for 15 seconds and said, "We'll take it." We picked up our new mattress a few days later and we were miserable on the first night. I've never been able NOT to sleep on a mattress, but this was so hard that it made my joints hurt and burn. We called Jennifer the next day and visited the store the next evening only to find out that Mattress Warehouse has a NO RETURNS and NO EXCHANGES policy and the mattress we looked at was the ONLY mattress in the store whose manufacturer return policy. We failed to hear about "minor detail" when forking out $1700.00. Make sure you understand this going in. Mattress Warehouse is NOT a Trademarked name and when you go online like I did you'll see that another "Mattress Warehouse" (in Kentucky and Ohio not affiliated) that has return policy..
But I have to commend Jennifer, the manager, on the decisions made moving forward. We both realized that we could have done things differently. We should not have been so rash in our decision making. We should have gone home to discover that the BeautyRest Extra Firm is NOT designed for side sleepers. That should have been advertised on the mattress in the store or told to the customer by the salesperson. That's just good business. Jennifer realized they could have been more specific with us regarding the BeautyRest line and she began to try to help us as best she could but over the next week ran into 'NO' after "No" from Beauty Rest. I went in every day to visit the management and finally said to tell Beauty Rest that there is NO BEAUTY IN MY REST....I was miserable, sleeping on a sleeping bag on my new mattress or simply going to couch each night. Finally Jennifer worked with the management at Mattress Warehouse to back down from their "unposted" policy of No Returns or Exchanges (it is posted on your receipt in 4 point font at the bottom just in case you are looking for it)...It should be in bold letters on the wall behind the manager's desk. I found Jennifer great to work with. She was in a difficult place but saw the honest mistakes made by all throughout the process and worked diligently to resolve it. Finally we paid the transfer fee and we received our new BeautyRest PlushFirm in about a week. I went in the next day to let Jennifer know that I only had one problem with the next mattress. I could not wake up. I was enjoying my sleep too much. So yes, it was not the easiest buying experience we've ever had, but in the end I came to respect the management of Mattress Warehouse for helping bring resolutions to honest mistakes made by purchasers and sellers. It's that the way it should always work? Would I buy from Mattress Warehouse again? I sure would. I'm a more intelligent shopper of mattresses and I won't make those same mistakes again. Thank Jennifer for working on our behalf. If you need a mattress visit Jennifer, but do you homework before you go. read more