Two employees (one being the store manager) understood we were looking for a soft tempurpedic mattress. We liked a particular model, but they only had a medium firmness one in stock. They both proceeded to sell us the medium saying we would never know the difference. We asked many times if it would be as soft as the floor model (soft- not medium model). We explained how we were worried about there being a difference and they kept pressing that no one can ever tell the difference.
They basically made us feel silly for worrying about it. So we were sold. Literally, they sold us. The day the mattress arrived it was like laying on a counter top. We called and they said give it a few weeks to break in. We gave it three. Still hard and not what we were looking for. Thinking we were crazy, we went to a few other mattress stores to see if we could compare. There's a huge difference and not one employee from the other stores could see how anyone could say anything different.
We went back to bed pros and asked the manager if there was a difference between a medium and soft tempurpedic (since he didn't recognize us). He said there was most definitely a difference. So we filled him in on who we were and why we were there. Suddenly his story changed to how most people can't tell a difference. He even went as far to say they did nothing wrong since they sent us the right bed that we ordered that day. Long story short, to get a new replacement we would have to pay for shipping again and of course there would be no refund.
We are now bound to this store and can't take our hard earned money elsewhere. The rude manager then asked us to leave the store because he was tired of angry customers like me coming back to get mad at him. Of course I wasn't using a soothing voice, but I was not yelling or making a scene either. Honesty, integrity, and satisfaction are not words you could use to describe this company. They are shady people that will make you believe anything just to make a sale. But I suppose some would say it's my fault for trusting people.
Customer came in looking for an item on 5/15/2014. He had already been looking at a bed similar to the one on my floor at another retailer in Lakeland. Difference being that my bed was much less expensive. We spent a lot of time together and customer is very friendly.
Customer and I spoke about our comfort exchange policy and knew that we had a very strict no returns and no refunds policy because we cannot re-sale a used bed.
Customer and I spoke in great detail about the item and everything inside of it. He even called the manufacturer while he was in my store just to verify the things I was telling him. Of course, they backed up everything I said. Customer decided to leave a deposit on the item while he did his research and got me a copy of his prescription from his doctor.
The next morning the manufacturer called me back to let me know that the customer had called several times and spoke to several different people about the mattress. A few hours later the customer called me back and set up a time and date for delivery.
Mattress was delivered a few days later, customer paid balance in full, I assumed everything was great. Customer did call a few times to several different stores, assumedly looking for conflicting answers, about his bed being too firm. I explained to customer that every mattress is slightly firmer when you first get it; you just have to give it a few days to "break in."
This happens in ALL mattresses. From you’re cheapest to most expensive and is much more noticeable on an all foam like he bought. Basically, the foam has a cell structure that is closed off because of the manufacturing process and will open up as the cells have pressure applied on them; similar to bubble wrap.
To make a long story short, after several phone calls, customer decided he simply no longer liked it. This happens to customers frequently. Spending ten minutes in the store is different than sleeping night after night. That is why we have a 30 day comfort exchange period. At the time he agreed that using the exchange would be his best course of action.
The problem, as he claims, is that the only thing he likes is thousands of dollars more than he wanted to spend. He made this assumption without ever coming back into the store while I was here to try anything else.
Customer called out of the blue one day and demanded his money back. After reminding him that we don’t do refunds and offering to find him a floor model mattress to make the cost a lot lower, almost half, customer decided to call other stores to see if anyone would give into his demands, he also became very demanding about speaking to my “boss.”
I am the store manager here and only the store manager can help you. There is no one above me.
If you go to Apple and buy a new iPhone, then decide you just don’t like it, you are stuck with it, no returns, and no exchanges. But, just for fun, let’s assume that Apple has a 30 day comfort exchange policy like we do; do you then demand to speak to Steve Jobs? No. That would be ridiculous.
I have gone far above the norm to help this customer and nothing seems to make him happy.
Bottom line, customer has a comfort exchange available to him until 6/16/2014
Bed Pros Mattress Reviews
Two employees (one being the store manager) understood we were looking for a soft tempurpedic mattress. We liked a particular model, but they only had a medium firmness one in stock. They both proceeded to sell us the medium saying we would never know the difference. We asked many times if it would be as soft as the floor model (soft- not medium model). We explained how we were worried about there being a difference and they kept pressing that no one can ever tell the difference.
They basically made us feel silly for worrying about it. So we were sold. Literally, they sold us. The day the mattress arrived it was like laying on a counter top. We called and they said give it a few weeks to break in. We gave it three. Still hard and not what we were looking for. Thinking we were crazy, we went to a few other mattress stores to see if we could compare. There's a huge difference and not one employee from the other stores could see how anyone could say anything different.
We went back to bed pros and asked the manager if there was a difference between a medium and soft tempurpedic (since he didn't recognize us). He said there was most definitely a difference. So we filled him in on who we were and why we were there. Suddenly his story changed to how most people can't tell a difference. He even went as far to say they did nothing wrong since they sent us the right bed that we ordered that day. Long story short, to get a new replacement we would have to pay for shipping again and of course there would be no refund.
We are now bound to this store and can't take our hard earned money elsewhere. The rude manager then asked us to leave the store because he was tired of angry customers like me coming back to get mad at him. Of course I wasn't using a soothing voice, but I was not yelling or making a scene either. Honesty, integrity, and satisfaction are not words you could use to describe this company. They are shady people that will make you believe anything just to make a sale. But I suppose some would say it's my fault for trusting people.
Rebuttle
Customer came in looking for an item on 5/15/2014. He had already been looking at a bed similar to the one on my floor at another retailer in Lakeland. Difference being that my bed was much less expensive. We spent a lot of time together and customer is very friendly.
Customer and I spoke about our comfort exchange policy and knew that we had a very strict no returns and no refunds policy because we cannot re-sale a used bed.
Customer and I spoke in great detail about the item and everything inside of it. He even called the manufacturer while he was in my store just to verify the things I was telling him. Of course, they backed up everything I said. Customer decided to leave a deposit on the item while he did his research and got me a copy of his prescription from his doctor.
The next morning the manufacturer called me back to let me know that the customer had called several times and spoke to several different people about the mattress. A few hours later the customer called me back and set up a time and date for delivery.
Mattress was delivered a few days later, customer paid balance in full, I assumed everything was great. Customer did call a few times to several different stores, assumedly looking for conflicting answers, about his bed being too firm. I explained to customer that every mattress is slightly firmer when you first get it; you just have to give it a few days to "break in."
This happens in ALL mattresses. From you’re cheapest to most expensive and is much more noticeable on an all foam like he bought. Basically, the foam has a cell structure that is closed off because of the manufacturing process and will open up as the cells have pressure applied on them; similar to bubble wrap.
To make a long story short, after several phone calls, customer decided he simply no longer liked it. This happens to customers frequently. Spending ten minutes in the store is different than sleeping night after night. That is why we have a 30 day comfort exchange period. At the time he agreed that using the exchange would be his best course of action.
The problem, as he claims, is that the only thing he likes is thousands of dollars more than he wanted to spend. He made this assumption without ever coming back into the store while I was here to try anything else.
Customer called out of the blue one day and demanded his money back. After reminding him that we don’t do refunds and offering to find him a floor model mattress to make the cost a lot lower, almost half, customer decided to call other stores to see if anyone would give into his demands, he also became very demanding about speaking to my “boss.”
I am the store manager here and only the store manager can help you. There is no one above me.
If you go to Apple and buy a new iPhone, then decide you just don’t like it, you are stuck with it, no returns, and no exchanges. But, just for fun, let’s assume that Apple has a 30 day comfort exchange policy like we do; do you then demand to speak to Steve Jobs? No. That would be ridiculous.
I have gone far above the norm to help this customer and nothing seems to make him happy.
Bottom line, customer has a comfort exchange available to him until 6/16/2014