I purchased two purple pillows ($239.99 each) and was not told up front by the salesperson, Fred,…read morethat they had a LATEX core. We were, also, not told up front that they were not returnable, which I should have asked about in the first place, in case the loft of the pillows was not appropriate for my neck. One pillow was left unopened in the box, and the pillow I chose to try out has a defect in the purple grid. I let the pillow air out for almost a week in order to be able to sleep on it, due to the chemical smell. The morning after I slept on it, I had a blister and rash on my face, as well as, a severe headache and stuffed sinus. I went over the paperwork and discovered that the core of the pillow is LATEX, which, again, I should have either checked into first, or should have been told about up front. I contacted the store to share my story. The salesperson from whom I purchased the pillow was not in that day, but the man with whom I spoke assured me that they would take the "unopened" pillow back, but not the other pillow because it had been opened and used, even if it did have a defect. He would have the manager contact me. I would have to contact "Purple" regarding the defective pillow. I did just that. A Purple representative told me I had to deal directly with the store from which I purchased the pillows. If I had purchased the pillows through their store online, there would not be any problem, but being as I purchased them through a store, the store's policies took precedence. My husband then called the store to tell them "Purple" would not take back the defective pillow and to ask if they would let me exchange the defective pillow. The girl with whom he spoke said that she would have to check with the manager about the defective pillow, but assured my husband that they WOULD take back the unopened pillow. She would have the manager call us. This was the second time my husband and I had been told that the manager would contact us. We decided to drive the hour to the store, and the first thing we did upon arrival was to ask to see the manager, Kevin. We both explained the situation and he just kept saying "No, we won't take them back; It's our store policy." I stated that he might want to share with his employees that they might want to explain the policies to the customers at the time of sale. He came at me with, "Now, you're trying to tell me how to do my job." I explained that that was not the case. I stated that we were told we would receive a phone call from him, the manager two separate times, but never did, and that evidently there must be a problem with communication. That didn't sit very well with him, so I just said, "I'm done here," and started walking out the door. I don't find it helpful to engage in arguments. He was still yelling at me when we walked out the door. My recommendation is to purchase household furnishing from small town businesses or upscale businesses such as McGowans or places that treat their customers with gratitude and respect.
