Business ProfileforEugene Mattress Company

Zero stars actually. I purchased a mid priced mattress after testing one in the store. It arrived the next day and I soon noticed the quilted top looked odd, very irregular, with bunching in one or two areas and a foot-wide strip across the whole width of the bed without quilting but with loose thread laying across the top. I realized it was a defective mattress and called the store the next day. One of the owners, a man, C, denied it was possible they would sell a defective mattress. He said the loose thread was likely not an issue, just something left over. I maintained the mattress looked like a "second"; he said they do not sell seconds. He was so dismissive and unpleasant I decided I could not do business with him. I asked that the mattress be collected and I get a refund. He said they don't give refunds, only exchanges. I said I could not agree to that and would send pictures of the defects; he said he would need to see the mattress himself. I turned the mattress onto its side and the loose thread fell in a way that was easier to see it and took pictures of it and of the bunching. I emailed them to the store and got a response from a woman, D, another owner, who agreed to the refund but wrote they charge $100 to haul the mattress back. I was appalled since the reason for the return was a manufacturing defect and quality control is their responsibility. We went back and forth a bit and to be done with it I offered to pay $50; they agreed. When I suggested they might get money back from the manufacturer C angrily said "now we can't because you pulled the thread out". I was flabbergasted. The whole thing felt unreal; I had wanted to support a local business but it ended up costing $50 and a headache. It was an upsetting experience I want to share to help others avoid the same. (Could it be sending out defective products and then charging to take them back is a desperation side scam since online sales terms are much more generous and prices the same or better?)

Where do I start? I can guarantee you we would have NEVER left a mattress with a customer that had the huge pile of strings laying on top of it. Our receipt clearly states that all sales are non-refundable. We WILL facilitate a comfort exchange, and we will deal with warranty issues for our customers.  We would never send a ********************** out if we thought it was defective or had anything wrong with it.  We told her that we would get her a new mattress, or we would let her pick out a completely different brand of mattress. She did not give us a chance to make it right. She just insisted on wanting her money back. When you purchase from a small business you are helping support a lot of people in the community.  I don't think people realize what goes into a small business. Trying to stay afloat in this day and age is not easy, we get charged for everything we do. We get charged to run the **** machine and we get charged to do a refund on a **** machine.  When a customer has a problem with a **********************, we go out of our way to make the customer comfortable. We have policies we have to abide by. If we didn't have these policies, we wouldn't be in business for as long as we have. All this customer had to do is let us come get the ********************** she wasn't happy with, and we would have brought her a new one. If she would have done that there wouldn't have been any fees. Instead, we had to send the delivery truck back out and do a return on the **** machine.  This all could have been prevented if she would have just let us do our job. As for her statement about a scam, that is far from the truth. Her mattress has already been sold to another customer.  We had to discount it and lose more money because we are always truthful with people and had to let them know it had been in another customer's home and out of our store. We didn't have to discount because of defect. Online sales just hurt our community. We were just nominated as one of the top 3 mattress stores in Eugene for a reason. We agreed to just give her money back, so we didn't have to deal with something like this. You can't please everyone no matter how hard you try.