Raewyn J

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Verified Buyer
| map-marker Sydney, New South Wales

Want to swap single matresses for bigger size

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Factory Mattress - Want to swap single matresses for bigger size
Factory Mattress - Want to swap single matresses for bigger size - Image 2
Factory Mattress - Want to swap single matresses for bigger size - Image 3

I just want to swap mattresses for bigger size this is a single mattress I thought singles r one size like I've been saying I have a king-size bed,ou can split it to 2 singles I mess up on the sizes,I am waiting for 2nd mattress to come

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Preferred solution: Swap mattress

Mansour Rgp
map-marker Georgetown, Texas

Factory mattress in Austin Texas is scams

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Those guys are selling old mattresses as new some one needs to check them out

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Reason of review:
Not as described/ advertised
map-marker Charlotte, North Carolina

Factory Mattress omits info before sale

I went to Factory Mattress two times before buying the perfect mattress, not too soft, or too hard. I was thrilled to have a new mattress and looked forward to bedtime. After tossing and turning for two hours, I decided to sleep on my old mattress. The new one, unlike the store mattress, is hard as a cloth covered board.

The next morning (Saturday), I called the store to complain that the mattress that I got was too hard and felt nothing like what I had tested in the store. I was told that the store mattress had been on the floor for 30 days and was broken in and it would take 30 days to "break-in" the new mattress. Had I been told that before my purchase, there would have been no sale.

I called the main store to complain about the mattress and was told that I could exchange it for another mattress if I wasn't satisfied in 30 days. I had 60 days from date of purchase to exchange the mattress, and could only do it one time. There would also be a 10% exchange fee and loss of $50 delivery charge. I would have taken the loss to get a refund. An exchanged mattress is donated to a shelter, but at Factory Mattress, there is never a refund given, ever.

I bought the mattress on 3/18/10 and have not been able to "break it in" so that the foam padding is pliable enough to sleep comfortably on it. I've spoken to no one who has ever heard of having to break-in a mattress. It's no wonder that they have at least 40 complaints with the BBB in the last 3 years, and Factory Mattress is a member!

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Stacy H Mtx
map-marker Charlotte, North Carolina

Factory Mattress in Charlotte NC-Worst Customer Service

At the Pineville, NC store, I purchased their high end Sealy Pure Form Gracehill Harbor Mattress. After delivery, I tried to register the warranty on Sealy.com.

I could not locate the proper serial # or warranty code from the law tag. The number of digits were not accepted on line. I called the store for help. I was told not to worry about registering the warranty.

When I explained my concern regarding that response, i was told I was crazy and hung up on. I called the Factory Mattress headquarters in charlotte and left 5 messages over a 4 day period. No one ever returned my call. I returned to the Pineville store on day 4 to speak with the manager, Johnny Hill, to explain my concern.

He exploded with profanity at me and told me I was crazy. He said they would just take back the mattress and refund my money and then told me to get out of his store. He said , he should not have to put up with this *** BS! I was in shock by his reaction.

My impression is that I busted the company in providing an imitation mattress since no one could assist me with the correct serial number. I did get my refund 4 days later after my mattress was picked up. No one at the corp office ever bothered to follow-up with me to attempt to service recovery. They simply don't care.

I registered my complaint with the BBB. No one should ever have to deal with this much rudeness, especially from the manager, who also happens to be the owner's son.

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