Mattress Firm

After numerous online "CHATS" I sent a formal letter to to a person I was referred to. No response from her or other people/Sales reps I have dealt with... Began in August 2022. Here is my letter... Good day Ms Gonzalez, I truly hope this email finds you well and that you will take the time to read this completely. Let me wish you and yours a wonderful holiday season. Here goes... Last August19, 2022 my wife and I were attending the Ada County Fair where we ran across Mattress Firm's display of Massage chairs and bedding. I took the opportunity to sample one of the chairs where I fell in love with that model and we chose to purchase that demo chair. Johnathan Harper was wonderful to work with and provided a pretty good deal. Not a great deal but one which was hard to pass up. While at the chair display we also checked out some beds with adjustable bases because I have been having back problems and my wife has Apnea. John Martin became our sales rep. He showed us the Nightfall 16"Luxury Plus Mattress. The mattress felt wonderful and he demonstrated the adjustable base to see how that felt. We talked about making a purchase and he provided me with prices which seemed pretty good. Keep in mind we were replacing a very high end Stearns-Foster mattress and foundation. He presented us with a price of $6199.99 for the King mattress but would lower the price to $5299.99 for the Fair Event. He also offered a model 300 adjustable base in King size for $1349.99 but a Fair Event price of $1,100.00 and FREE Platinum delivery. That really sounded good to us. We signed the contract. After walking away feeling excited my cell phone rang and it was Johnathan asking if we were still at the Fair could we swing by and provide some additional signings. No problem for us and we did so. We were shown where to put our initials on the contracts. We were never asked or shown the fine print. We were assured that if there were any problems whatsoever there would be no problem returning the units but we were made aware the chair was not returnable. No questions asked. Those were his words. Nothing whatsoever was ever mentioned about a delivery fee for items to be picked up nor any sort of restocking or exchange fees. In fact we both remember him telling us that we had a full 120 nights to decide if the bed was right for us. We jumped at the offer. Later that evening I decided to check out some reviews online. To my surprise the Model 300 had pretty poor reviews. I checked into other bases and found the best possible base which was the TEMPUR-Ergo in King. Pretty good reviews. I called John and explained that I wished to make an upgrade to the purchase and that I would pay the difference for the higher cost base which was $2649.00 at the time. John told me that he would make the change and to not worry about the difference in cost. I challenged him on that and told him I would report in person to make sure the contracts were in order and to provide a check for any difference. He was prepared for my arrival at 10:00 AM the next day. He gave me a new contract and showed me the bottom line which was the same sale price as before. He did not show me anything else. Moving forward to Sept 2 we never did get our delivery as promised. We finally received a call from the husband of the man/wife delivery team later the next day on Saturday and it was their last stop around 7:00 PM. This tied us both up for the entire day. The team brought in the base and set it up and proceeded to scratch our footboard in a couple of places. And I mean deep scratches! The lady could barely handle the mattress. They moved our Stearns-Foster and bases to one of our spare bedrooms and I am glad we didn't allow them to take away our bed. They brought in the new Nightfall mattress and set it up. We took care of making up the bed. The team then proceeded to bring in the chair. This was a real challenge for both of them as they admitted they did not know how to disassemble or put together the chair and the chair was not wrapped or protected in any way on the delivery truck. Later my wife and I were able to use a four wheeled cart to move the chair into the office. So much for Platinum Service. So time went on as does this letter... Sorry but important stuff is coming up... Wife and I slept on the mattress/base for 25 nights. We found ourselves using the head up and/or foot up let alone the vibrating feature and night lights less and less. The more nights that went by the less we liked the bed. We discussed and chose to contact Mattress Firm for a return because the mattress that was delivered sure didn't feel as comfy as the one we tried at the Fair. The only way to reach out to Mattress Firm was through the website CHAT. I hate chats!! I answered the automated questions to finally get routed to a live person. This was Sept. 27th at about 3:12 pm. I saved the scripts of the various chats. The person who joined me on the chat was Crystal, who determined that I needed to be transferred to another team. Kyle joined that chat and took over. I confirmed who I was for security. My order was SO00268****. He brought up my order and informed me of the 20% restocking fee plus a delivery fee of $99.99. I challenged this and explained I had not been informed and was assured no charges. I insisted on a full refund. He told me in the chat that I would be allowed the refund of the purchase price less the fees. I provided the price paid for the mattress and Kyle then gave me the BIG surprise that "No, you paid $4100 not $5299.99". I came unglued. Luckily I still have the original AND the MODIFIED bill of sale where the sale price had been changed. John did me a Bait and Switch without my knowledge. This explained just how John said not to worry about the change in bases. So not only do I not get a full refund but the fees are based on a mattress that costs a bunch less and to make matters even worse a base that is non-returnable. So all I was going to get back was $3745.02 vs the $6783.99. That is a huge difference. I was then told by Kyle a check would be issued by Synchrony but if my payment had been paid online the same method would be used to return funds to my bank. The mattress was picked up on 10/1 quite late that day, 8:00PM or so and the new return order was now SO00311****. So time went on and on Oct 21 I contacted MF again (by chat) and reached Loyd-ann. I explain why I reached out again. Using the same method wondering where my money was. He/she assured me the refund had been processed. I was informed Mattress Firm had processed the refund and for me to contact Synchrony. I did so and they had no record of any refund being processed and to contact MF. Loyd-ann informed me my refund had been processed on 10/17. It is now Nov 4 and I contacted MF again after finding no refund at Synchrony. I reached Klondie where I asked for an escalation of my refund. She told me the refund had been processed on 9/27 and to allow up to 2 billing cycles. Gees! Klondie opened a case #0394****. I was told someone would contact me by email. No contact ever came. I informed Klondie I was leaving for Brazil in 10 days and would love to put this to rest. She understood and was cordial in the chat. Now it is Nov 9 and still nothing. I reached out on the CHAT again to Tony. Provided him the case number and asked about my refund. I was told by a previous person that Mgt was supposed to have reached out to the accounting dept. I typed in the whole story again and told Tony I had hoped to resolve it because I was going to be in Brazil for a month. I am pretty sure it was Nov 9th I received a phone call from a nice lady named Henrietta who informed me she was a manager in the accounting dept at Mattress firm. I explained how nice it was to FINALLY hear from someone LIVE and in person. She told me why she was calling and sincerely apologized for the mess and that my refund had indeed been processed but had never been transmitted to Synchrony. This phone call was the first and only positive experience I have had with MF or Synchrony. By the way... When I signed the contracts for the chair and bed I NEVER asked to be signed up for a CREDIT CARD with a 29.9% interest rate. The inquiry to my credit status cost me 20 points on my score. That pissed me off. I have yet to activate that card and if I close that account I'll get dinged again. So anyway, my wife and I departed for Brazil and still had no refund in the Synchrony account. I did take my laptop along where I could check my account and after about 8 or 9 days I finally saw the credit of $3745.02. After another week or so I saw zero balance again and all I could do was hope the check would be in the huge stack of mail. Upon returning home on Dec 16 the check was here. I have deposited that check. So again, I apologize for the lengthy story but you needed to know my side and why I am reaching out to you. After numerous visits to stores a really nice man handed me your name and email. I could not write to you until I returned home to Idaho and had my notes in hand. For good and honest reasons I ask that I receive a full refund of my purchase without any fees and that the base (which I can do nothing with) be picked up and returned without any delivery fees. It is brand new without any damage. I am thoroughly happy with the massage chair but have been deceived by your sales rep on the bed. I went around from store to store in this area asking how to reach someone with authority that might be willing to resolve this issue and provide my refund. Being retired I don't have a lot of money to throw away like this. I am asking for a full refund and that the base be returned to MF. User's recommendation: Never again will I buy from Mattress Firm!!