ComplaintsforSTLBeds

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a mattress and box spring from this company, told me they had it in stock in their basement and would deliver it yesterday, Wed., Sept. 6. The box spring was even with the frame and when I put my dust ruffle on it overflowed the box spring. The two people that delivered it, ******* and ****, in the owner's truck, no sign on the truck. As I was trying to clean quickly under my bed, when they put the box spring in there I said it is not going to work. The owner said he never lost a sell over a dust ruffle, you can buy another one anywhere. I told him you can't just get them anywhere. He had another one and this made the bed higher and it would be difficult for me to get in and out of the bed. I asked if I could return it. I didn't see them take the p***tic off the box spring. The took it out and left. I called him later and he told me it would cost $550 restocking charge. I feel this is way too much. The total fee was $2,607.62 for the whole thing. I don't think I should be charged anything, they are only 12 minutes from where I live, and all they did was bring it and I tried it and took it away. I don't see where there was p***tic on it.

  

  Business response

  09/19/2023

  To Whom It May Concern,
  
  On Saturday, September 2, 2023, **** and ***** **** visited our showroom, where they spent approximately two hours with our sales representative, *******. During their visit, ***** mentioned to ******* that they had a bed skirt. The couple left with four separate invoices, each containing handwritten measurements. These measurements were meant to help them determine the best products to complement their existing oak bed, taking into account mattress and foundation thickness.
  
  Subsequently, on Tuesday, September 5, 2023, ****, and ***** returned to our showroom, having reviewed the information and measurements at home. A mattress set decision was made, delivery was scheduled for the following day, Wednesday, September 6, 2023. Upon arrival, our STL Beds team which included me and ******* C. removed the old mattress and foundation from the bedroom, placing them outside to clear space for the installation of the new components.
  
  We provided the couple with some extra time to vacuum and clean underneath the bed once they finished. ******* and I proceeded to install the new low-profile foundation with the p***tic removed, as per ***** and Mike's decision and measurements, ensuring it fit seamlessly with their existing headboard, footboard, and wood side rails. The couple also installed their bed skirt during this time.
  
  However, after the installation was completed out of p***tic, **** approached ******* and me, expressing dissatisfaction with the fit of the bed skirt, which was now lying on the floor. It was explained that the new 5" tall foundation, compared to their previous 9" tall box spring, had caused their custom-made bed skirt to hang lower than desired by approximately 4 inches.
  
  To address this issue, we offered to exchange the 5" foundation for the 9" foundation. However, we highlighted two potential challenges that would arise from this change:
  
  The new 9" foundation would raise the entire mattress set, potentially obstructing the aesthetics of their oak headboard.
  The increased height of the mattress set might pose difficulties for ***** to get in and out of bed, given her shorter stature.
  ***** appeared confused and sought further clarification. We suggested a practical solution: we could temporarily retrieve a 9" tall box spring (the same height as new one offered) from our truck and reinstall it with the bed skirt. This would demonstrate how it addressed the bed skirt issue while illustrating the height implications posed by the 9" foundation and the new 12" thick mattress.
  
  It took some discussion, with **** **** assisting in explaining the situation to *****. She appeared distressed throughout this conversation and expressed her inability to accept the current arrangement. It was discussed that returning the set would incur significant charges, including service fees and restocking costs, as the mattress was no longer in a new, sealed condition and would need to be discounted for resale. ***** would be responsible for covering this discount, amounting to an estimated $400-500. We clarified that acquiring a new bed skirt would be a more cost-effective solution, allowing her to purchase several replacements for the same cost.
  
  At STL Beds, for 38 years we have consistently gone above and beyond to accommodate our valued customers. Our stellar online reputation, reflected in our 3rd party reviews, and our A+ BBB rating, are living proof of our commitment to customer satisfaction. We spared no effort in exploring all available options to find a solution that wouldn't incur additional costs, and we truly appreciate *****'s unwavering stance.
  
  In this instance, it's important to note that STL Beds does not typically offer a return policy (*See Note) for our mattresses. However, we made a special exception for Mr. and Mrs. ****. The expenses associated with the initial discounted delivery and the time devoted to this matter were more than reasonable, considering the effort and service provided. Furthermore, the fee applied to the mattress was a generous one, especially given that this $2,263.00 mattress will ultimately be discounted by over $350.00.
  
  We understand that people's concerns have been heightened by factors such as the ongoing challenges posed by COVID-19 and potential issues related to mattresses that aren't considered new and sealed from the factory.

  
  The cost breakdown is as follows:

  
  An initial discounted delivery fee of $100.00 (Regularly $120.00, non-refundable). This was initially estimated as a 15-minute in-and-out job.
  A second discounted service time of 1 hour billed at $100.00 (Regularly $120.00).
  A $350.00 restocking fee for the opened mattress and foundation (Non-Returnable item), which now must be discounted.
  The remaining amount $2057.62 was refunded in full to Mr. and Mrs. ****
  $322.28 is 14.24127% of 2263.00, a fair value restocking fee for the opened mattress and foundation. After tax which brings the mattress set portion of the fees up to $350.00 we are just over 15% which is still more than fair. Tangible products are taxable at 8.6% in Arnold, Missouri.

  
  * This was a Non-Returnable item. We made an exception for the ****s unique situation that they agreed to.
  *  **************************************

   

  
  Sincerely,
  ******* S ********** - Owner

  Customer response

  09/27/2023

  Complaint: ********
  
  I am rejecting this response because: It wasn't a special order. I didn't even see the p***tic being taken off it was in their lower level of the store so they already had it in stock.  We did not get any paperwork that included measurements or any paperwork saying that the mattress could not be returned. 

  They delivered the mattress in 20 minutes.  I put my dust ruffle in the dryer and they put the mattress on my bed and my husband vacuumed the area all in 5 minutes.  I told him the issue with my dust ruffle and that it was not the correct measurements, it was 4 inches all the way around and that it did not match my bedroom set.  He abruptly told me he had never lost a sale because of a dust ruffle and that I could just go and buy one anywhere.  I told him I couldn't just go buy one and that I wouldn't be able to hem it up 4 inches from the floor.  I am 78 years old and can not bend to hem it. So I told him it was not acceptable and he told me again that  I was taking up there time and a restocking fee and extended delivery time would be charged to me. They did not take more than an hour to deliver the mattress and bring it back to their store.  As I said they already had the mattress in stock in the lower level of their store.  The fees they charged are extremely inflated and unreasonable. 

  I called Discover and reported it to them and they have credited me 2057 dollars.  There is still a fee from STL Beds of 550 dollars.  They are charging me 550 dollars for an hours worth of their time in delivering a mattress and asking them to take it back immediately because it was not acceptable at all.

  
  
  Sincerely,
  
  ***** ****

  

  Business response

  09/28/2023

  The paperwork the customer is referring to, which included measurements, was printed out in the store on 9/2/23 and given to the customer to take home for review of products offered and mattress and foundation thickness measurements. On each invoice/estimate, the thickness of the mattress and foundation option was provided and then handwritten on their copy by ******* Coffman, the sales associate.
  
  I have included the proof of the sequential QuickBooks file for all ****'s STL Bed's transactions. Please note that each of the numbered invoices was created and provided to the customer on the same day, 9/2/23. Notice that each invoice is in numerical order, ending with the following numbers (59, 60, 61, and 62). The customer's decision to purchase the 3rd estimate shows that we did provide four paperwork options. There was actually a 5th invoice. This one takes the original purchase that was made and adds an 'R' for the refund receipt. 61R references the $2,057.62 refund of the mattress set purchase, Invoice #*******************.
  I have included documentation for the BBB showing all the transactions below, including attached screenshots of each. We cannot provide the hand-noted customer copies with measurements because they were given to the customer to assist in their decision-making process.
  
  9/6/23 Refund *******************R **** and ***** **** -$2,057.62 Refunded
  9/2/23 Estimate/Invoice Voided #112-2434882-8745062 **** and ***** ****
  9/2/23 Paid for on 9/5/23 Invoice #******************* **** and ***** **** $2,607.62 Paid in Full
  9/2/23 Estimate/Invoice Voided #******************* **** and ***** ****
  9/2/23 Estimate/Invoice Voided #*******************
  
  Our "Return Policy" is posted at the bottom of every page of our public website at **************************************.
  Items that cannot be returned are as follows:
  
  •             Assembled and/or Modified items or items out of the original packaging
  •             Mattresses / Foundations
  •             Waterbed mattresses that have had water in them
  •             Custom-made or special request items
  •             Opened bedding materials
  
  The $550.00 charge was not inflated. The charge encompassed more than just a restocking fee. To break it down:
  ***** and **** were initially charged a discounted delivery fee of $100.00 (regularly $120.00) along with their mattress set purchase. This service covered the trip to them (15 min.) and back (15 min.) to the shop, along with 15-20 minutes of job site time. This should have been an in-and-out job. This initial service we provided is non-refundable.
  
  They were also billed a second discounted service charge of $100.00 (regularly $120.00) for the overrun of time and were billed for an additional hour of service. This charge reflects the extra time spent on the job beyond the original quoted job. This is documented by our departure, which included a phone call to let them know we were en route. We also have departure and return from the job site that includes date and time-stamped video footage. Service is billed at an hourly rate, not by the minute.
  
  The $350.00 restocking fee was applied to the opened mattress and foundation, both of which now must be discounted due to their condition. From the consumer's perspective, an open mattress is considered used, and they expect a discount for both the mattress and foundation being opened, as noted in earlier documentation, at approximately 15%. Restocking fee.
  These charges and their breakdown are provided to offer clarity regarding the $550.00 charge. It's essential for the customer to understand the reasoning behind these fees. If further clarification or resolution is needed, please do not hesitate to reach out, and we will work diligently to address your concerns.

  Customer response

  10/05/2023

  Complaint: ********
  
  I am rejecting this response because: We never received any of the information he has stated in his response. He sent this information after we filed the complaint with BBB he did not give us any of this at the time of purchase.  We have not even seen this paperwork until now.  He was only in my house 1 hour and wants to charge me 550 dollars for restocking. He is lying because we paid him before we even received the mattress.  He is trying to cover his error. He thinks he can just charge us any price he wants and that is unacceptable. 
  
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this store to look a mattress. The salesman talked me into purchasing a new mattress, They said they didn't have one on the floor in my price range, but had one in the basement that they could sell to me for that price range. I tried but could not sleep even one night on this mattress. The business would not make any arrangements to refund or replace the mattress I paid $857.63 for and could not sleep on. The delivery person was excellent , however I do not trust this company and do not wish to ever buy from them again.

  

  Business response

  04/25/2022

  This was a crystal-clear transaction. The initial complaint was NOT about quality. Her complaint was that the bed she selected was too hard. This was discussed in great detail before she even purchased the firmer mattress. She was told the 2 mattresses she was considering could not be returned as these were merely spare bedroom mattresses. The premium bedding, we had shown her was not within her 700 budget.  ******** has repeatedly done business over many many years with STL Beds. She continued to come back and purchase items and has been happy with our products and customer service. Because she IS a repeat, longtime customer, we attempted to go over and above to meet her comfort & budget needs as we’ve done for over 36 years. Our goal is to retain customers, not to alienate them.  We made her a fair offer on 2 different mattress choices with discounts a repeat customer deserves. i.e. A Firm and Soft option.  The customer had just given up a soft waterbed due to a leaking water mattress. She… knowingly chose the firmer mattress… after painlessly explaining that transitioning from water to a harder mattress surface was not recommended. I was told she was doing this for the 50.00 cost savings. I went on record with her that I told her 3 times that the firmer mattress was a bad decision. The reasoning was because she had liked her softer feeling waterbed and the softer mattress. Additionally, delivery cost was discounted for her from $95 to $40 on the delivery and setup.  Her bed area was not prepared & ready for install as agreed to. There was still clothing in drawers of the large 2 piece under dresser from her old waterbed in the bedroom. The expensive disposal of this furniture was not agreed to, but was again handled at no charge by STL Beds. She is welcome to purchase a new mattress at 50% off at anytime. I am very sorry to hear that she does not trust our company.

  Customer response

  04/26/2022

  Complaint: ********
  
  I am rejecting this response because: I was never told that I could not return it.  I want them to come and pick up the mattress and return my money.  The mattress was not sealed when he brought it up stairs and showed it to me.  They had it in the basement of the store.  
  
  
  Sincerely,
  
  ******** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩