Hi Phoenix,
Below is the long story I mentioned in my post, this is what I filed with the BBB.
Complaint Category: Failure to honor promised refunds, exchanges, or credit
Complaint: I was given a 90 day "comfort guarantee" which has not been honored. This has been going on for over 4 months now. One story after another!
I am hoping that you can help me. On 8/21/12 I purchased a ****** Response Gel 11" mattress set (King size) from Bed Land in Port Richey, Florida. I was given a "90 day comfort guarantee, 60 day refund if needed". Two months later the bed was causing me such pain in my hips that I called ****** at Bed Land to tell him, (when I was purchasing the set he only mentioned the 90 day guarantee and I didn't notice on the receipt he only wrote 90 day comfort guarantee and below that wrote 60 day refundable if needed otherwise I would just have requested a refund). On 11/08/12 I went into the store and picked out another ****** mattress to replace the Response Gel. I chose a king Chateau Pillow Top set (I have a receipt noting the comfort exchange). Since that time I have gotten one story after another. First it was that it would take a couple of weeks, OK. I received no call and have had to be the one to check on the status, either calls or stopping into the store in person. After that I was told that they (******) sent the right mattress, but the wrong size (queen not a king as ordered). Supposedly the order was put in again, this time they (******) sent not only the wrong size, but wrong model mattress (he hadn't even ordered that model mattress, but received it anyway). Then the story was that business was slow and he didn't have enough orders to put in an order. Then it was the factory was closed for the holidays for 2 weeks. Then he placed an order for 57 pieces, (supposedly my order was one of those) that he rented a truck and drove to (Orlando?) to pick up. When he got there they (******) only had 12 pieces ready for him to pick up, unfortunately mine was not one of the orders that was picked up. This made him mad and as he told me "they had words". I was told on 2/25/13 to give him 2 weeks to see if he could get my order and if he couldn't he would give me my money back. I was told to call him on 3/11/13 which I did. He didn't answer and I had to leave a voice message, he never returned my call so on 3/13/13 I went in to see him at the store, he wasn't there so I spoke to his son and left my name and number asking him to call me, he didn't. On Monday 3/18/13 I again returned to the store and spoke to his wife*****, she went in the back room to talk to ****** and came out and said my bed was in and could they deliver it on Wednesday 3/20/13 between 6 & 7pm, I said great. Wednesday night comes and no delivery, no call or anything. No call Thursday or Friday either. I have been more that patient and am tired of getting jerked around over this. I would like to ask that you intervene in whatever way that you can to resolve this matter. It's been over 4 months and I am tired of sleeping in the guest room! I have receipts for the original purchase and the exchange order.
At the time I asked for the comfort exchange they were still carrying Symbol, but then he stopped carrying it due to all the problems he was having with them. I don't know if any of it is true or not, I have tried to speak with someone at Symbol, but they never returned any of my voice messages. The original mattress came with a warranty, but it didn't have depressions big enough, it would just bottom out to the point it was like sleeping on the floor. I purchased the Symbol sight unseen, he had the model below and above the one I bought, and assured me the middle one would be perfect for me and even if it wasn't the right mattress I had the 90 day comfort exchange. I needed a bed and I did what I said I would never do, purchase a mattress without trying it first. I talked to my credit card company, and told them the whole story, but it seems like he (mattress store) was pretty slick, he kept putting it off and it sounds like it's now too late for a charge back. So basically I'm stuck with this POS mattress and out my $1,337. They screen their calls and don't pick up. I used so much energy just getting this far with them I don't know if I can continue to fight with them. Have you ever heard of a urine smell just around the border, it seems weird and the black light didn't pick up any hidden stains.
Thanks for your response.