Complaint Review: American Home Express - San Antonio Texas

On August 24, 2010 my wife and I went to American Home Express to purchase a dining room table and a queen mattress set. We were in the market for a memory foam mattress because of my current and lasting medical condition and basically thats just what we wanted. Naedeam was the salesman helping us, he informed us that the store did not currently have a queen memory foam mattress, but if we ended up buying a mattress set that day we would have 30 days to return it if it was not working out. I first called on Monday morning September 13, 2010 and requested to speak with a manager about the return and was told that a message would be forwarded and I should be getting a call later in the afternoon, but I never did so I ended up calling back and was left with only the option to leave another message and again was promised I would be hearing from someone that day. I never heard back from anyone Monday the 13^th or Tuesday the 14^th so Wednesday morning I called and demanded to speak with a manger, but I had to re-tell the entire story to a new person and again was told I would be hearing back from a manager later in the day. Around 7pm Matt the owner or one of the owners called me and I explained everything to him and he told me he was going to look into it and call me back for sure that night, but he never did. Now it was Thursday the 16^th and I get a call in the later part of the afternoon from Grady, one of the managers. Again I had to explain the entire story which was making it obvious that I had been getting the run around. Grady began to tell me that they do not do refunds or exchanges even after I told him what the salesman told us the day we bought the mattress set which again was you have 30 days to return it, if it does not work out. I then began to demand to speak with Matt the owner because I was curious why an owner would tell me he is going to look into it and gave false signs that there should not be an issue with our request, but then a floor manager calls me and tells me no, and he was not exactly professional about it either. I still insisted on speaking with Matt, but apparently the manager did not feel like relaying the message, he pretty much was trying to tell me I couldnt speak with the owner and his word was final. I told him that I was Staff Sergeant in the Army and that I have access to free lawyers, but I did not want it to come to that and that did not even faze him whatsoever.

At this point all I want to do is return the mattress for a full refund so I can take my business somewhere else. I did not tell the manager that though, I told him that we wanted to get what we wanted in the first place which is a queen memory foam mattress set and I realized that it will most likely cost a little more, but I was more than willing to pay the difference. The personnel running this business have made it very clear that they will say what they need to in order to make a sell and they do not care about customer satisfaction one bit. I am hoping that I can speak with the owner today September 17, 2010 and with the help of BBB we can come to some sort of agreement, but I have a feeling that come Monday I am going to have to file a suit in regards to this matter.