A Letter To The Editor 11-3-11

Hey Joe,

My parents and my wife and I are having a terrible experience with a local business. As a business owner, I was just appalled at the lack of customer service.

It started on September 30th.  Mattress Warehouse advertised a sale if you buy 2 mattresses. My parents asked if my wife and I wanted to get a mattress with them. We decided that it was a good deal and we went and laid on the beds in the store and found one that we could all agree on.  We paid for the mattresses and had them delivered the following Tuesday to my parents' house because they would only deliver to one location unless we paid extra. I understand that and picked up my mattress from their house on Tuesday evening. We put the mattress on our bed and laid down. This mattress was like laying on the bare floor!  We had ordered a mattress that was soft. We specifically ordered that mattress from all the others because it was the softest one we found. Funny thing is that the ones we received were harder than any we laid on in the store!

The next day, when my father got to work, he asked me if I liked the mattress. I told him that it was way too hard. He said that he and my mother said the same thing about theirs. I was going to call the store and see what could be done, but he convinced me that they would take care of it. Over the course of the next 3 days, I got such a bad cramp in my neck that I had to see a chiropractor. I had to schedule 3 visits to get my neck feeling better. The same day I had my last visit, my wife had to go and see him a couple of times. WIthin 1 week, my mother had to make an appointment to see him and has been there approximately 9 times and still has to go back. My parents have not slept in their bed since the 2nd week.

The store verified that the numbers were correct on what we ordered. This was their official response even though no one came out and laid in ours and compared it to the one in the store. My mother and father made 2 trips over to the store  lay in the one at the store and it was substantially softer than the ones we got.My father continued to call over the next couple of weeks, with promises of return phone calls ad assurances that something would be done to correct the situation. The only time he ever got a response was when he called them back and got them on the phone unexpectedly. After 3 weeks of not getting any action on the problem, my mother called  the credit card company to do a chargeback. Instead of proceeding to do the chargeback, they conected her directly with the store. She told the girl that she was doing the chargeback and that the credit card company connected her  to the store. The girl said that someone would definitely call back the next day and that they were in the process of getting us a substantial upgrade because two other mattresses in Baltimore had the same problem.

She called back the next day and told us that someone was coming to deliver two new mattresses and she hoped that it was better. When the mattresses got there, they were just as hard as the original ones. My father told them to take them back. We called again and they have told us that there wasn't anything they could do because we got the catalog number that we ordered. At no time during this whole situation, did anyone from Mattress Warehouse ever come out and lay on our beds and go back to the store and compare them. They let it slip that they had the same problem on two other beds in Baltimore, but can't seem willing to admit that there may be a problem here.

Their latest comment was that they would try and get a rep from the mattress company to come out. We have been over 5 weeks without a bed and they just keep pushing us off and telling us that we got what we orderd. Again, if ANYONE had ever come out and compared ours to the one in the store, they would have realized that there was a problem. As a business owner, I know that something cold have been done and I feel that they just want to ignore it untl we go away. I will be calling to do a chargeback this week. That doesn't even help me get back all the money spent on chiropractors because we always have a soft mattress and ended up sleeping on a mattress as hard as the floor.

Anyone wanting to do business with this company should beware. All they had to do was get us a soft mattress. We have spent a lot of money on chiropractors to this point and still don't have our two new mattresses.