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MattressWarehouse Not so Guaranteed Waldorf, Maryland
2nd of Feb, 2011 by
My issue is Mattress Warehouses Comfort Guarantee. This guarantee allows me to exchange my bed within 45 days of arrival. On November 22, 2010, I purchased a Beautyrest Black, Olive Plush Firm from my local Waldorf, Maryland store. Terry, the salesperson, repeatedly talked to my husband and me over several days about the beds and the Comfort Guarantee, but never mentioned any paperwork. As a side note, I was looking at another Beautyrest mattress that did not have the guarantee, thus I chose the more expensive mattress to have this benefit. I purchased the bed on the 22nd and was promised it would arrive within 7 days. The bed was delivered on December 3, 11 days later, and incidentally the box spring was slashed upon arrival, which is noted on my delivery ticket. Other than my Sales Receipts, I was given no additional paperwork. However, I was convinced to purchase the expensive mattress cover so that I would not void my warranty or guarantee.

January 4, 2011, I went to Mattress Warehouse to exchange my Olivia Plush Firm bed for an Olivia Plush bed. Terry asked me for my paperwork and I handed him my receipt. He informed me that without the Comfort Guarantee Paperwork, which I had never heard of, I was not able to do make the exchange.He then checked his records and could find no record of my Comfort Guarantee. He informed me that his sets above $2000 get the Comfort Guarantee, of which I qualify, but I have no piece of paper. I tried to explain to Terry that it was not logical that I did not have the required piece of paper. If he gives it for sets over $2000 and I purchased a set over $2000 then why wouldn't I have the paperwork, unless it was just human error.I highly doubt that Terry specifically singled me out to NOT give me this paper. I believe that it was an honest error on his part. I believe that he forgot to fill out the paperwork for me, due to it being quite busy in his store that evening.

Terry seemed unwilling to rectify the situation and was more focused on the fact that I accused him of not doing his job. I asked to be put in contact with a higher level person. Terry gave me the phone number of the district manager, Jerry. Both Terry and I have called, but have yet to receive a return phone call. I also have used the website to email Customer Service, again, no reply.

Logically, there is no reason that I do not have a Comfort Guarantee, other than human error. I would like my Comfort Guarantee and I would like to exchange my mattress for another of my choosing. As of January 4th there were no Beautyrest Blacks on the sales for me to try out and choose another mattress. I would like to try these out prior to making my decision, thus until they arrive, I might need to extend my 45 day time frame.

Update: I file a complaint with the Better Business Bureau, but have yet to hear back. I have called Gerry Gustafson repeatedly. I have spoken to him twice and he put me off, saying he needed to speak to his boss. Since our last conversation on 1-12-11, I have made repeated attempts to contact Gerry, six voicemails left so far, I have not heard back from him. Nor have I heard back from anyone at the corporate offices, even though I have left voicemails at their customer service number.

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