Complaint / review text:
If you choose your mattress, negotiate your best price, and are happy with it at home, you will probably avoid the sting of. The "Comfort exchange".
We weren't in the store fifteen minutes when the manager came down from the sticker price by 35%. He told us no refunds but how we could exchange a mattress if it didn't work for us. "You're sure to find one out of the 30 mattresses we have to choose from, he said." What he didn't tell us was in the fine shaded print on the back of the invoice. It reads: "American Mattress will gladly exchange your mattress set for one of equal value or as a credit against a mattress set of greater value only." The operative word here is "only". This means that if you buy a mattress for $3000 let's say because of the style or the construction, but find out later that the only mattress that really makes you comfortable is $2000, you will have to pay $3000 if you want them to take back the mattress that's making you loose sleep and be miserable all day. And guess what? You'll have lost all your negotiating power and have to pay sticker price on a down graded mattress! We lost over $500 and went from a 20 year warranty to a 10 year. But here's the insult that adds to the injury! When we went in to the store and looked at the selections, we went away to talk about it. The next day we called with some questions and decided to buy the mattress we liked. Again, the manager never mentioned any terms but suggested they deliver it and we pay for it on delivery by calling their store with our credit card. What could be safer? We don't have to pay one penny until we see the mattress! As it turned out, it was the worst choice because this way we never saw an invoice with the terms until several days later when it was sent with our credit card receipt. Is that slick? You might say we should have been more carefulвЂ¦and you'd be right. By the time we realized what we had gotten into, the only mattress we had to sleep on was costing us sleep night after night and we already let them take our old one away. We begin to realize how well they'd worked this out. Our credit card company said they don't negotiate terms in a disputeвЂ¦вЂ¦.. And after looking at what we'd have to go through to present our case in small claims court, we opted to just take the loss. The lesson is to make very sure that you choose the right mattress the first timeвЂ¦вЂ¦вЂ¦or go somewhere else to begin with.