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1.4

Purchased a queen mattress that was not in stock but would be there in 2 days. We picked up the new mattress that was still sealed in the bag and took it home.

Pulled mattress still in bag into the bedroom and took off the plastic only to find a seam not finished and stitching not tied off or excess threads all over. Called the store and emailed pictures immediately. We can not return to store for health issues...ie bedmites.... now the only day available to exchange the mattress is 11 days from now.

This is not acceptable. They have told me we can sleep on it after the manager comes in tomorrow and orders the exchange and I pick up the mattress protector.

This is 48hrs after the complaint. Still have to wait another day.

Reason of review: Return, Exchange or Cancellation Policy.

Preferred solution: Return new damaged mattress to store and exchange for a new in stock of like mattress regardless of extra cost..

Mattress Firm Pros: Great attitude during the purchase.

Mattress Firm Cons: After sale customer service on damaged mattress.

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