Complaint Review: Mattress Depot USA - Bellevue, Puyallup, Lynnwood, Federal Way, Seattle Washington

Ms Nagle, the BBB addressed your compaint with our company and found us satisfactory in every aspect of your situation.  We are sorry that you did not receive the result you were looking for from a respected arbitor beween consumers and businesses.

We addressed your issues through the BBB in a prompt manner, and the fact that we decided to respond in March to your complaint through this forum does not make us any more negligent.  I was also the original respondent and the fact that my account is registered in Fircrest has no relationship to the store I manage in Puyallup, so I am not sure what your implications are.    

I posted my original complaint in October, the store just filed their response in March.  I bought a mattress from this company at the Puyallup, south hill store. I only ever dealt with this manager when we made our purchase and he was very nice. His name is not Vance and he is not from the Fircrest store. That shows this company is lying already, because I never went back to deal with the puyallup manager so how can he say that I was difficult. As for claiming that I needed a "temporary guest bed", thats absurd. I live in a 2 bedroom townhome, our room and our daughters and I certainly wouldn't buy a 1200$ bed for a guest that I didn't have over in a spare room that doesn't exist!  I can prove the size of my house with pictures and a lease! Vance where do you get these hair brained excuses!  We used the Mattress Depot bed for ourselves for 2 weeks before we decided we needed to stick to our original plan and spend the money to get the Sleep Number bed we needed because the Mattress Depot bed was so terrible.  I have read many reports, sadly after our Mattress Depot purchase, that provided evidence by way of phone numbers, websites, and names of other companies that Mattress Depot gets their defective beds from or other store's returns.  Mattress Depot could have resold our bed if they wanted to, we had purchased an 80$ mattress protector so the bed was prestine, we even still had the plastic it came wrapped in.  In this day in age, you will be hard pressed to find good customer service that actually cares about what people need to get a good night sleep because in the mattress industry, especially these discount places, its all about the quick sale with no refunds or returns.  All I wanted was a new bed because ours was a long time hand me down, I was devastated to find that the Mattress Depot bed was worse than our old bed.  Why would anyone want to exchange one terrible bed for another possibly terrible bed that we would be stuck with no matter what if that one didn't work out either! (They have a 1 time exchange policy only on "NEW" mattresses).  When I had my issue with the bed, I contacted the Regional Manager Bob Schneider who is not located at the Puyallup store and I contacted the factory that made our brand of bed. Both told me I was out of luck but Bob was extremely rude and even smug about my request for a refund.  As stated in my first complaint, he told me to go ahead and take them to small claims court, I would waste my money because the court would side with him, which they would.  I just wanted to see some real genuine exception made in the name of customer service.  If they had made the refund, I would be gushing about how great this company was in working with us but unfortunately, that will never happen now, they are terrible, make sure you go to a mattress store like Sleep Number or Sleep Country USA where they offer refunds if you aren't satisfied, the low prices at Mattress Depot are not worth getting defective beds.  As for the employee that wants to claim he worked with me directly and that I was difficult, fat chance, I am too shy of a person and too sweet of a person to be rude to any store employee because they are not the ones that make the rules therefore its not their fault to take it out on them, I know, I have worked retail for many years and when exceptions are needed, they should be made, because reputation, integrity, and popularity by word of mouth from satisfied customers is what matters most!

I am the store manager who worked with this individual on their original purchase and our store policies are CLEARLY outlined and explained on the invoice and at our counter.  We have many postive online reviews from many satisfied customers to include customers who took advantage of our 30 to 120 day comfort quarantee if their original mattress purchase did not meet with their expectations. 

 We want our customers happy and work extremely hard to go beyond what is expected and this shows with our referrals and online positive customer feedback.  This particular customer was extremely difficult and simply did not want us to assist them with their reselection.

In their statement, they did not give any reason whatsoever for not trusting us on their reselection, which leads me to believe there was an ulterior motive for this return.  They mentioned that they purchased another mattress at another store, but what happens in cases like this is that the purchase at our store was for a temporary "guest bed" and they simply wanted to get a free loaner bed until the departure of their guests.

  We as a business would simply be naive to entertain refunds in this manner and if we did, would not be able to offer the incredible values that our clients enjoy when coming into any of our locations.  We have a very low rate of comfort exchanges since we do our best to work with our customers to select the mattress that is just right for them.  This customer insinuates that we somehow "steered" them into a mattress that they did not want to purchase, which could not be farther from the truth.  Our customers always freely select the mattress that is most comfortable for them within budget, and we DO NOT interfer with their decision whatsoever in their mattress selection.  

Yes, our mattresses are discounted because of our low advertising/overhead, but the quality is far superior to our competitors at the same price point and we hear this everyday from our customers.  We love the challenge of comparison shopping! Once again, this customer's rant is baseless and without merit. 

This customer simply does not want to accept any responsibility for their decisions or is unwilling to even help themselves.     

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