*This is an update to the original review that follows it*
After not hearing anything from Sleep Nation for about a month, I received a very apologetic phone call from one of the owners. He was sorry that he had not seen my review sooner, sorry that I had a bad experience, and wanted to make it right. I explained that I had wrote the following review when I was feeling quite frustrated. My concern was simply that our mattress wasn't a good fit for me, and that I'd received poor customer service. I never felt that the mattress was of poor quality. On the contrary, I felt it was well made, simply too firm. He found a time that worked for us to return to a different Sleep Nation store (at my request since I was feeling a bit sheepish), and we worked with our original sales person. He took quite good care of us, and we are currently awaiting the arrival of our new mattress. I am confident that it will be a better fit and will help solve my sleeping pain. I was never asked to update my review, although I recognized what a bad review can mean to a business and offered to take it down. I was told that Sleep Nation would rather have honest reviews and suggested that if I wanted to do something I could simply amend it. Wow! Thank you for all of your help and for turning a negative experience into a positive one! I am changing this review from one star to five.
*Original Review*
On Friday, November 24, 2017 at around 10:30 am I visited your store. I was there to inquire about trading a mattress in that I had purchased within the pyear. It was your Blake firm model, and had caused me rib pain for quite some time. I had previously tried to return it two times earlier in the year, but each time your employees convinced me to "rotate the mattress" and suck it up. However, this day I had finally reached the end of my "sleeping rope," and was determined that this time I would find something that would allow me to sleep better. I simply wanted to exchange it for a less firm model in the same line. This should not have been a big deal since multiple times I was told that your year warrantee to trade in for a different mattress should cover it.
When I entered your store on Black Friday there were a total of three people in your store; two salesmen and me. Neither of them greeted me. I walked around for a bit and then told one of them why I was there. To say that he was very unhelpful would be an understatement. He told me that you no longer had that same model of the Blake mattress, and I therefore would not be able to simply trade it in. Furthermore, although I had purchased my mattress on sale, if I wanted to trade it in for a different mattress that you carried I would have to trade it in for the full price of the other mattress. So basically even if I traded in your top of the line innerspring(the Blake), I would still need to pay an additional $1000 for your basic model. What?! They explained to me that the company couldn't lose money. Well maybe the company should have thought about that before informing the customer of their one year warrantee.
I'm not certain why your salesmen were so standoffish with me. I have relayed this incident to several other people, and they have commented that perhaps I should have brought my husband with me. I really would like to believe that wasn't the case. Perhaps your salesmen didn't know that although my husband in an executive at a major US company, I am the one that makes the majority of the financial decisions in our home. I also graduated Magna cum laude from a well-known university and do everything from file my own taxes to tile my own bathroom. And I can certainly remember what has been promised to me.
In closing, I'd like to share with you what I shared with your employees as I left, since I am sure they didn't let you know. You have unfortunately lost my business. I was not there that day to only exchange a mattress, I also wanted to purchase two more. All I really wanted was a good nights sleep, and supporting a local company was icing on the cake. Now I am left with an uncomfortable mattress and a sour taste in my mouth. read more