Business ProfileforMattress Firm (Corporate Locations & Office)

I will never buy anything from here again. I purchased a WATERPROOF mattress cover and was told it had a ten year guarantee. I purchased it for peace of mind as I struggle with urinary incontinence. I was assured that it would work. The first night I slept on my mattress we put the protector on it and my urine went straight through it and onto the mattress. We cleaned the mattress well, but I was forced to spend more money to buy one that actually works. I tried contacting the manufacturer and once I finally got ahold of them, they said that I could return the product at my own expense and then they would send me a new one. That won’t solve the problem. All I want is a refund. They refused. So, I emailed the sales person who never emailed me back. I called the store and was told that you don’t refund accessories, only the manufacturer does that (but they don’t). I got to the corporate office and the person I spoke to would not give me a refund, so I asked for her boss and she told me she would have them call me back. They never called me back. When you sell a product, you are responsible for the claims you make about the integrity of that product. If it fails, then you make it right. Basic customer service. I will return it. I just want my money back. That’s it. This has become a matter of principle. A company who sells a faulty product, that makes false claims about it (the sales person assured me it would do the job) and then doesn’t take responsibility for those false claims clearly lacks integrity and care for their customers. It’s $59. It’s unbelievable. Not to mention the fact that my remote for my adjustable base was broken when taken out of the package. That was another nightmare. I have spent thousands of dollars at your store and you will never see another dime from me. The lack of pride in your business is astounding. This is a reasonable request. You should rethink the way you run your business.