BedProsBrandon
Brandon,#2UPDATE Employee
Thu, April 07, 2011
As the manager of this location, and the individual who sold the item, the customer, at time of purchase was overjoyed as to the price of their Serta mattress set, including free delivery and a discounted price that was much lower than any local competitor.
The customer was explained the comfort guarantee and understood the terms and conditions before exiting the store. The customer had the set for one week, which most certainly falls within the guidelines, and is 100% eligible for his/her comfort exchange, where we do offer a 100% of the purchase price back to use for choosing another mattress set, as we do not charge a restocking or any hidden fees.
The next day, I personally spoke to the customer and explained that he may certainly take advantage of our comfort guarantee, and that I would gladly give him 100% of his purchase price toward the purchase of a new set. He explained the mattress did not feel like the one in the showroom, and that we had sent him a defective product. I explained that all the sets/mattresses we do deliver are BRAND NEW and in PRISTINE CONDITION, and there is a break in period of a few days, or just a tad longer depending on the construction of the bed, just like a new pair of shoes. I asked the customer to take a few days longer to see if things progress as far as comfort, and he agreed that he will.
The customer then thanked me for understanding his concerns, and told me that he would be in shortly to select a new mattress or set. The customer is aware, once again, of all policies and procedures after this phone call.
As of today, 4/7/2011, the customer has not selected a new mattress. After calling the customer today, as well, they had informed me that the mattress set has, in fact, gotten softer and MUCH more comfortable.
The customer still has until 4/20/2011 to select a new mattress, with no penalties.