Hellobee Boards

Take to twitter and get everyone you know to retweet it. If its a big company, that tends to get their attention pretty quickly.

OK, don't get mad...

Sorry to tell you what you probably don't want to hear, but as the CEO, I would think my employees were doing everything they could to help you--coming out to check it, agreeing it was bad, giving you a credit towards the price you paid for the mattress...I guess I don't see what else you want them to do! You said it yourself--"no problem" with getting the credit and 20 day time frame (have you gone in prior to today? I only ask because you mention that it has to be figured out this week)!

I would start by calming (way) down. Yelling at someone to the point where they actively try to hide from you is NOT going to help anything.

I hate to say it, but I wouldn't expect them to give you any more back than what you paid for it (and you probably got it on sale as they were clearing out the stock of that one since you mention it's no longer sold). I guess if I was that disappointed in the mattress, I wouldn't WANT the same one again (so I'd be happy it wasn't in stock!)--if it were me personally, I would take the credit and put it towards the next step up, or go test out some other mattresses in other stores (hell, make a fun road trip out of it if you want to!), then go back and order the one you like online at the store where your credit works.

I kinda agree and disagree with @ms.janedoe - My big issue is that you buy a mattress expecting it to last X number of years before showing visible signs of wear and use. Now that this mattress has failed, you're stuck spending money on a new one - money you weren't expecting to spend had this one been better quality. I think they should reimburse you for a fair market value of the mattress and what it would cost for you to purchase a replacement. The amount you spent is irrelevant. You shouldn't get punished for finding a good deal. Maybe going to the CEO isn't the best route but, if this is a chain, maybe there's a district or regional manager you could contact? I wouldn't take no for an answer right away. Explain that you agreed to the 20 day time period because you were under the impression that you'd be able to find something within that time period, not that the 20 days would include a period with no sales whatsoever. You shouldn't be forced to settle. I'd ask for either longer time to make the purchase AND/OR a different credit amount (I'm assuming the credit was for what you paid?) such as a discount or something too.

@MrsTiz: Can you look up an old CC charge to find the amount? Unless you paid cash there should be a record of it somewhere.

I guess at this point, your best bet is to at least try to get them to extend your credit for a longer time. Tell them that you just need more time to come up with extra money (aka waiting for a sale but don't tell them that).

I would respond that you will file a complaint with the Better Business Bureau unless they are willing to extend the time or give you a TRUE full trade-in amount. And always always push up the train for a top supervisor and call daily!

@MrsTiz: That's annoying =/ Keep me/us updated on what happens!

I agree with @ms.janedoe. I doubt anything is going to come of this. You said that the mattress was bought on sale. That’s probably why it’s falling apart. DH and I bought a discounted mattress from a furniture store when we first moved out on our own. After a year, it was super uncomfortable and lumpy. You get what you pay for.

Unfortunately, you agreed to take the credit for the purchase price so you’re kind of stuck. You may be able to complain your way to some kind of agreement but I wouldn’t hold my breath. I’ve worked in retail and honestly, policies are policies and stores will enforce them. As consumers, we like to think that we're special and that retailers will bend over backwards to satisfy us but that's not really the case anymore.

Also, don't even bother trying to contact the CEO. It's a waste of time. I guarantee their emails are filtered so chances are, it'll end up in spam or some random folder that will never get looked at. You'll have even less luck with a phone call. They don't have time to talk to customers. You'll leave a message or speak with some admin who will add your name to a log book and it'll never be looked at again.

@LindsayInNYC: " I think they should reimburse you for a fair market value of the mattress and what it would cost for you to purchase a replacement."

It would be lovely if that was possible but that's not how retail works. Customers are entitled to a refund or exchange equal to the purchase price within the allotted time frame determined by the retailer. They've offered the OP a credit equal to the purchase price and gave her a reasonable amount of time to handle the situation. I'm not sure that anything additional is required on their end.

@MrsTiz: By all means, have at it, I’m just saying that it’s more than likely a waste of time. I know retail CEO’s and I know how their offices work. They don’t talk to customers. That’s why they have so many employees. Also, a retail store and a bank are two very different things. I’ve worked for both and I can say that the higher ups in banking are generally much more available to the public than someone holding the same position at a retailer. Crappy but true (in most cases).

Happy to hear that it worked out for you in the end. It sucks that you had to pay out of pocket for a better mattress but hopefully this one will last you a long time.