mattress1one Terrible Products / Subpar Customer Service sanford, Florida
Went to Mattress1one in Sept of 2011, bought an Icomfort Prodigy mattress, boxspring and frame for ALOT of money. With 2 weeks, mattress was returned and exchanged for a Stearns and Foster Fleet St. ( lost $500 on that exchange...company policy) plus a charge for the 2 free piece of crap pillows for $99 was added to the exchange.
Now, 9 months later, I am left with a saggy mattress that kills my hips. For a fee they will send someone with a weighted piece of string to measure the impressions. If not greater than 1-1/2" there is nothing they will do. "some mattresses just sag like that" is what i was told. REALLY?!?!?!
For $1800.00 one would think it "shouldn't" sag like that! If the impression fits their criteria, they will replace the mattress for a delivery fee. ?!?!?!?!??!!
I spent alot of money at this store. I was told how great their products are. I have been more than nice about both situations that presented...and got nothing but an empty wallet.
I called Corporate today and spoke to Matthew. He was gracious enough to waive the inspection fee if I did it myself and emailed him photos. Imagine That!!! When I questioned the waiver, he started to get a bit rude with me.
I think I have spent enough money with this company to warrant some better customer service and no more fees for their defective, factory blemished being sold as Firsts inventory!
2 Updates & Rebuttals
janice
sanford,Florida,
Thanks for the Reply
#3Author of original report
Fri, January 03, 2014
Thanks for the reply, while late, I guess it is better than never. First, learn to spell correctly. Nothing I hate more than some "professional" telling what their field does and doesn't do, and they can't spell.
THIS company's "fix" for my issue was to replace with a downgrade ... a crappy downgrade at that, and then they didn't stand by their product.
Being that this happened over 2 years ago, I am over it. Have gotten rid of their piece of crap mattress and the pillows and went to a reputable company where customer service and loyalty mattered.
Happy New Year!
Al romero
miami,Florida,
Warranty
#3UPDATE Employee
Thu, January 02, 2014
No retailer will let you down grade all will do equal or greater value for this very same reason, this is true of all retailers. It was this customers choice to buy the mattress they did and was given a choice on how to change it. The reason most companies have exchange fees if labor and transporting, when ever a mattress is returned we have to sell it as used at a redused price unlike other companies that just will restock and sell again as new. As for the warranty you have to take that up with the manufactures they set what is a defect not the retailers. The pillows are made by Serta not by us and we have Thousands of customers that love those pillows.