We had a defective mattress from one of MBF's stores, Rooms Today. Customer service directed us to Mathis Brothers and we began dealing with them. We were met with extreme hostility at all steps when trying to resolve the issue. A representative from the company came to our home and acknowledged that the mattress in question was indeed defective. We were advised to go to Mathis Brothers to choose a replacement mattress, as we were under warranty.
We went to MB and found the mattress that the salesperson stated was "identical" to the one we already had (it was the new model, but 3 salespersons have told us they are the exact same mattress, including the woman we originally bought it from, which is why we bought it). We then came back the next day to meet with the customer service department to complete the exchange details. The customer service representative (Joe) greeted us impolitely and did not get up from his desk to acknowledge us. We were told that we would have to pay $60 for the company to come pick up our DEFECTIVE mattress and bring our new mattress. We then were told that we would only receive store credit, which would not allow us to replace the mattress with one of equal quality because the price had gone up 30% in the FOUR months since we purchased the defective mattress. We were also told that we could not be refunded our money.
Because we could not believe that we were being asked to pay $360+ just because we had a defective product, we asked to speak to the manager (Tom), who met us at customer service. Tom approached us with a very combative attitude from the beginning and never showed any sign of listening to what we had to say. I cannot put into words (at least in polite company) how unthinkably offensive and disrespectful Tom acted toward us. We explained to him that there was a difference in returning the product (and getting store credit) versus having a warranty that should replace a defective product. He cut us off and said we would have to talk to another customer service person the following day (Justin Lewis). As he walked out the door, he stated, "you didn't even buy the mattress at this store!" While that is correct, the tone of the comment was that we were stupid and/or cheap. We had been told that if we had any issues with our mattress, we could return it and have it replaced with another just like it. This absolutely was not the case. The entire situation was clearly a bait-and-switch. We bought a defective product, we are not being given a replacement or one of equivalent quality, and are also not being given our money back.
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