Complaints

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A mattress purchased in 2015 was approved to be covered under warranty. However, that particular mattress was no longer being sold by the Company, even though it is available from the manufacturer. As a result, another mattress was sold to us.Three days after it was delivered, we discovered it was not going to work for us. It was a firm mattress, whereas our original mattress was pillow top. I called the store and spoke with **** who acknowledged he did not discuss the return policy or Sleep Guarantee. Next, I discovered the exact same mattress we wanted replaced could be purchased at a competitor. I have since returned to the store and spoke with **** again. We agreed to use the warranty credit towards 2 full size mattresses, 1 pillow, and 1 bed frame. The rock hard replacement mattress would be returned when these products were delivered. This would mean the amount spent for the firm mattress we didnt want would be refunded to the Synchrony financing.A few days later we received a call saying the extra money could not be credited and would result in a store credit. However, there is no benefit for us as consumers as I have already been flexible to use the warranty credit for beds for my kids. Ultimately, I am left with a rock hard mattress we do not want and American Mattress refuses to return, even though the clerk admitted he did not offer the return policy or Sleep Guarantee. It is currently sitting in my loft awaiting to be returned. Optimal resolution would be to accept the return, provide the credit, and deliver the new products. I

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