Hello. Bristol Native here. I believe in supporting small businesses especially in my hometown. I grew up here and with all the changes being made to the city I believe it's important to support our hard-working small business owners in time where it's hard to survive.
I purchased a king mattress and box spring, along with a queen mattress and box spring, for a total of $2,248.37 including tax. I was coming into town after unexpectedly losing my sister. I needed somewhere last minute to stay and decided to furnish my developing Airbnb as a last resort. The king mattress was unable to be brought through the hallway stairs but after measuring the king was not going to fit in the room I designed it for. I contacted the owner and explained the situation. Although the receipt stated "all sales final," the owner agreed to make an exception and specifically told me he would process a refund for the king mattress set with only a $100 pickup fee.
I would like to emphasize that pick up team was delightful and fully understanding of my situation. (I can add that they agreed with you) When the delivery team arrived to pick up the king mattress, they appeared unaware it was being returned and initially attempted to bring it inside. I clarified it was a return, they called the owner.
At that point, after already agreeing to the refund, the owner changed the terms. He accused my me of lying about the reason for the return and suddenly added a 25% restocking fee on top of the previously agreed $100 pickup fee. He was under the impression his team could make it fit as if we had not already discussed and agreed upon the reason and decision for a refund. I was grateful to be getting any refund at all, but to accuse me of lying about not being able to fit the mattress upstairs and not notifying the pick up people of the return to check my validity was absolutely unprofessional.
In the end, my father received only $765 back for the returned king mattress and box spring. Based on the purchase, the company retained approximately $523 from the return (including the pickup fee), despite the owner's original agreement to refund it for only a $100 pickup charge.
Businesses certainly have the right to enforce return policies. What disappointed us was that the owner first made one agreement, then changed the terms after the pickup crew had already arrived. If the final policy was going to be a 25% restocking fee plus a pickup fee, that should have been disclosed from the beginning--not after a refund had already been promised.
We understand businesses need policies, but we also believe a person's word matters. We cannot recommend a company that changes the financial terms of an agreement after the fact. read more
