Update by user Apr 03, 2014
Cont. Although I was not present when he had explained the tag and warranty issue with my husband, I was informed that the store owner did try his best to work with the manufacturer/distributor to no avail.
With that, it is my desire to offer my apologies to The Discount Mattress Store and the owner for my inappropriate behavior.
Considering what I had heard he had tried to do for us in this situation, it was above and beyond the scope of his duties. I sincerely apologize for my rude and inappropriate behavior.
Update by user Apr 03, 2014
I am writing to retract my previous post about this company. At the time, I was very upset about the situation and not being able to at least return my mattress for an exchange.
Although I am not satisfied with the bed itself, it was my own fault for having removed the manufacturers tags which include the warranty information for the mattress. I completely over-reacted and took my frustrations out on the store owner.
Original review posted by user Apr 03, 2014
My husband and I went to a Discount Mattress store near our home to help our daughter get a new bed. We ended up all agreeing on a Restonic Geneva set and purchased two sets from them. One the day we went in and one the very next day. We had purchased these sets based on the one that was on display on the sales floor. We picked up the first set the day we bought it for our daughter and it was exactly like the one on the sales floor. The very next day, we bought a set for ourselves and picked it up right away. When we got it home and set it up and tried it out, we quickly discovered that it was not like the one on the sales floor at all or like our daughter's which we had just gotten the day before. When we spoke to the store manager about it, he told us to walk all over it and give it a few days. We gave it a few months and when it was only getting worse, we contacted the store manager again. He said he would exchange it for a new one if I would find the tags and read them to him. When I told him I could not find the tags so it was possible I had removed them and would need to get my husband to help me find them. He said find the tags and bring me a picture of them. I could not find the tags nor could my husband even though we had saved the tags with the receipt which we couldn't find either. I went and took pictures of my daughter's tags , took them to him and told him I had obviously removed the tags and couldn't find them so I had taken pictures of my daughter's tags that were the same as the tags I had removed and couldn't find. Please know that he had been rude and abrupt when I had spoken with him on the telephone, he kept cutting me off and interrupting me while I was trying to explain the problem we were having with the mattress we got, even going so far as to snort and exhale loudly to show his irritation and annoyance with me for even calling to complain and find a resolution. He was not listening to what I was saying at all so obviously didn't hear everything I said. When I went to show him the pictures of my daughter's tags, he did the same thing with the same results. When we went to make the actual exchange, he saw for himself that the tags were missing so he refused to make the exchange despite having previously promised to do so. He accused me of lying to him, breaking the law by removing the tags, and trying to cheat him. He gave us no documentation or information about our warranty and gave us no warnings of what actions or conditions would invalidate our warranty when we bought it. He gave us a receipt and that was all. So we had no idea that removing the tags from the mattress, which was our right as the final consumer, would invalidate our warranty. He accused me of cutting up the mattress, when the mattress is intact with no cuts, holes or stains on it. It just doesn't have the tags on it, which I had carefully removed so as not to cause damage to our mattress. He then refused to make the exchange of the mattress he gave us for the one we had bought in the first place. When I sent him an email to let him know I didn't appreciate being lied to, lied about and cheated out of the mattress I was supposed to have gotten in the first place, I told him that I would let everyone I know, everyone I speak with and everyone I meet in the future, know about my bad experience with him, his store and his bad business practices. I told him I would do this by every means available to me, which is my right to do, and that I would do everything in my power to shut him down and prevent him from ever hurting or cheating anyone ever again. I, needless to say, at that point, was still very angry with the way he had treated us and was venting that anger upon the person who had caused it, rather than on anyone else. I have since moved past it because he's not worthy of my time and attention and certainly not worthy of any more of my emotions. Once he received the email, he proceeded to harass me by calling me repeatedly, texting me repeatedly and emailing me repeatedly over the space of a half-hour. During that half-hour, he called me at least six times, which I didn't answer, texted me several times, at which point I asked him to leave me alone and not contact me again. Then he emailed me several times after that. In his emails he called me nasty names, threatened me, saying he'd sue me for libel and slander if I told anyone about my experience with him and his store or about his bad business practices. He was trying to frighten and intimidate me into being silent about his refusal to honor the warranty, keep his promise to exchange the mattress he gave us for the one we actually bought and about his failure to give us the warranty information and warnings in the first place. He accused me of lying to him about the mattress and the tags, of trying to cheat him and return a perfectly good mattress for a brand new one, when the mattress we were trying to exchange was not the same as the one we had bought and paid for in full in the first place. He said it was no different than trying to return clothes that had the tags removed. That, of course is utter nonsense. Clothes can be shoplifted so not accepting clothes for return without the original tags and a receipt makes sense. A mattress, however, cannot be shoplifted. So not having the tags shouldn't matter since it was to be sent back to the company for destruction anyway, as is the law with such returns of defective merchandise. He knew exactly where we bought it, when we bought it and how much we paid for it, as he had been the one who sold it to us in the first place. So for him to refuse to make the exchange by implying that we had shoplifted it, which is what he did when he compared it to clothes, was ridiculous and ***. It is my opinion that even if it had still had the tags on it he would have still found a reason not to honor our warranty and make the exchange. It's my opinion that this constitutes bait and switch, which is a very bad business practice, and which may even be illegal in some cases. Whether this bait and switch was deliberate or unintentional, I don't know and I don't care, because the end result is the same. I did not get what I paid for. I did not get good customer service and I did get threatened and harassed by the store manager, for expressing my displeasure at being so badly treated, which caused me to feel cheated. Which, by law, I have the right to do. So, based on his actions in this matter, it is my opinion, that the manager of this particular store, is dishonest, dishonorable and lacks integrity and no one should ever buy anything from his specific store. Those that choose to do so, must do so at their own risk.