Complaints

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I went to Scholet the end of July with the intent of purchasing a new mattress. We tried several of the mattresses in store and chose a quality Serta Arctic mattress. We were advised all the normal things plus was told there would be a $145.00 return fee if we decided we didn’t want it. Fast forward through the 30 day waiting period, mattress is not cooler as promised, and not comfortable. My husband and I walked in to the store to discuss and exchange and found one for a $1000 cheaper. We did not feel the cooling was a necessity. We were told no problem but advised that they would exchange but no money is refunded, apparently their policy, we eat the cost. We explained this was not told to us and all she could say it’s policy. I asked once again if this was given in writing and she said no just policy. She said she would have sales person call me on Monday. It is now Monday and Ms. Salesperson called and reiterated that this is policy for exchanges. I explained you never told us that all you told us is there is a return fee if we return the mattress. So my husband asked her if we return we get our money back less the return fee then we can purchase a new mattress. She then proceeded to change her wording once again. All and all this really is not about me wanting a refund that was never my intent but if you pay a lot of money for something and you want to exchange weather same price or lower then their so called policy should be in writing and given to everyone who purchases. I have done business their for the past 10 years and will never go back.

  Business response

  10/03/2022

  To whom it may concern,
  
  We have resolved the issue with Mr. and Mrs. ******. Particularly, we have allowed them to use the difference in pricing on the two mattresses towards and adjustable base. This is not something that is typically offered by any retailer.
  Mr. ****** was very pleased with the service he received and happy with the accommodation provided by Scholet Furniture.
  
  
  
  
  
  
  
  
  
  Regards,

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