We did not make the bed, but we must lay in it.
June 23, 2008 1:02 PM Subscribe
Our mattress was damaged in a (self) move and we have reason to believe that it is a manufacturing issue. We have to deal with the furniture store first. We do not anticipate this being an easy situation. Advice needed, please.
posted by oflinkey to home & garden (5 answers total)
We are just looking for some general advice for getting a fair shake in this situation.
Less than a year ago, we purchased a foam-core pillow-top mattress from a chain furniture store. This was one of the few stores that would deliver to our previous rural address. At the time, the salesman had promised a free frame with delivery, it did not come, he then wanted us to pay for it, we had to complain, etc. etc. Eventually we got it for free but had to drive an hour to get it. So, I am sure the store has record of this.
We moved ourselves a week ago. When we laid the mattress down, it appeared that a layer of material (or foam or interfacing or whatever) below the pillow-top had bunched in the center of the mattress. The outside is spotless. We were careful in the move and did not bend/abuse the mattress.
We are in the process of contacting the store to have a repair person come out to look at this. We are about 1.5 hours from the store we bought it from, although the store has another location about 30 minutes from us. We had an appointment set up, but the store canceled it. Now, we can't seem to get a live person on the phone.
As delicate as a foam core can be, I don't think we should not be expected to move it. Ideally, we would like a replacement. This store is not known for its stellar customer service. We are looking for any and all advice on getting what we think is fair. I just want to be prepared. Especially useful woud be "insider" info on how things work-- for instance, does the manufacturer give credit to the retailer (thus the retailer is not really out any money for a defective product).
We are in Western New York, if that matters.