Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29, 2023 we visited Eugene Mattress Company to search for a mattress. We located one that seemed a good fit, asked the clerk ***** "what is the return policy?" and he responded "15 days." We were concerned about the short length of time for return, but he reassured us we would know within a few nights if it was a good fit. We bought the mattress discounted to $925 (floor model) and it was delivered the next day. It unfortunately was not a good fit and we called the next day to let them know. They agreed to bring a different firmness of mattress for a $45 exchange fee and $70 for the difference in price for the two mattresses. We paid the $115 over the phone. The exchanged mattress arrived on December 4 and we tried it out, when it wasn't working well we called again on December 11 and they encouraged us to continue to try sleeping on the mattress and refused to directly answer what would happen if it remained a poor fit for us. A few more days passed and we called on December 15 to report that this still wasn't a good fit and we would like to return it. Then, and ONLY then we were informed that the policy is exchange only, no money return. In addition the store owner ***** insisted that the clerk would not have misrepresented their store policy and I must have misheard. We would not have purchased the mattress from this location with a policy of 15 day exchange only. At his request, I arrived in store to attempt to resolve the problem on 12/16 and was treated disrespectfully. ***** continued to insist that his clerk represented the policy well, claimed that the mattress is well loved by customers, that I am the only one that has had a problem with it and it must be a problem with me. My main dispute is the inaccurate representation of the policy. A sincere apology for the disrespectful treatment and full refund is appropriate.

  Business Response

  Date: 12/17/2023

  This is in response to the complaint from *** and *****************************. ******* purchased a mattress from ** on 11-28-2023.  When ******* was in the store she let us know that she had already returned 3 mattresses from different companies. We wanted to try and help her get a mattress that she would be comfortable for her.  Her first mattress from us was too firm.  She then exchanged for a softer mattress.  We tried telling her that it hardly ever works to go with the same mattress line, just a little softer.  She was reluctant to listen to us. We even went as far as to give her the floor model that she had laid on because that is what she wanted.  She wanted it to be that exact mattress because that's the mattress that felt good.  She insisted that this mattress was "gonna be the one". Our receipt clearly states at the bottom that ALL SALES ARE FINAL, but we will facilitate a comfort exchange within 15 days. When she left the store, we were under the impression that she was going to return the following day with her husband so we could find a mattress to suit their needs. ******* also asked ***** if she could return this mattress and after she goes to physical therapy she could come in and choose a new mattress.  We said YES we would be willing to do that for her. We were shocked to see the ****** review and the BBB email because we thought we were still working together. We were willing to let her try yet another mattress.  That would be 6 mattresses total that have not worked for her.  Three from us and three from other companies. It costs us money every time we have to go pick up an old mattress and deliver a new one.  We have to clean the used mattresses and sell them at a big discount. We have no idea where the "disrespect" comment is coming from.  We had other customers in the store and other coworkers. We want to help her find the mattress that she can sleep on. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21019051
  
  I am rejecting this response because: our main concern has not been rectified.  

  Your store clerk did not represent your policy well when we asked.  My husband and I made a purchase under the false pretense that it could be returned.  We both made the decision to purchase this mattress and we both were present when the policy was misstated.  We'd rather we had not purchased anything at all from you than endure the run around and confusing arguments.  This is NOT about how many other mattresses we've purchased, NOT about other companies, NOT about what other people think of this mattress, this is NOT about your losses, this is NOT about anyone's physical fitness, this is NOT about trying more mattresses from your store.  Our sole problem is that your policy was verbally misrepresented and not covered again.  A 15 day exchange only policy absolutely should not be a secret and should be something every customer is made aware of.  Tiny print at the bottom of a reciept is not adequate notice of a policy, especially when the customer has already asked about the policy and been given incorrect information.  We seek a refund as that is the policy under which we purchased a mattress.  We also seek an apology for the belittlement on December 16 when I returned to the store for you to "make it right."  I arrived and was given 20 minutes of condescending argument.  There was no point in the discussion in which you considered that perhaps your clerk had made an error or apologized for the misunderstanding.  In one sentence you would say no one is ever permitted more than one exhange and in the next breath you offered to do 3 or even 4 exhanges for us to find the right mattress.  We can't trust your word.  Also as explained, we are not able to both return to the store due to childcare and work commitments over the winter break. In addition after I left the store on December 16 you called my husband *** to argue with him as well as if he would have a different opinion on this situation.  Please don't contact us again unless you can provide a sincere apology and/or full/partial refund. 

  
  Sincerely,
  
  *****************************