Complete Comfort Beds

We bought the mattress from Complete Beds because we were in the market for looking for a GOOD mattress because I don't have the best back in the world. Our other mattresses have been fine, but we thought that getting this type of mattress would help my back to not be so tired. After two years of sleeping on this mattress, I was beginning to WAKE UP with really bad back pain, to the point, I could barely stand up when I put my feet on the ground. As the day went on, I was able to move and stretch and by the time I went back to bed, my back was not hurting. Realizing that this is the OPPOSITE effect that one should receive from their bed, I mentioned to a friend that I HATED my bed. She has one and she said that I should check with the store and see if something was wrong with it because they do come with warranties. I called the store in May of 2012 and spoke to Bobby, the owner/manager. He told me that they were in the process of being bought and the company that was buying them was not working on shipping or receiving ANY beds for a while. I thought that was weird, as to how could they do this and still SELL beds??? But who knows... He told me to call back in about a month. That was fine, as I was going to be gone the month of June. When I got back, I called the store in July and spoke to an employee. I told him that I had spoke to Bobby in May and reiterated what Bobby had said. The employee told me that Bobby was out of the office and would call me back. He also informed me that the bed would have to be looked at by someone in their office. I waited about 3 weeks, and because I did not hear from Bobby, I again called the store. This time, Bobby was there and he said that at this time they had just purchased several mattresses and were expecting a shipment in so he would call me back when they got in. He did not say anything about coming to inspect the mattress and I did not question him as he is the owner. I waited about a month and then called the store again, as I had not heard back with the so called promise of "getting in touch with me when they arrive". Bobby was not in and I again spoke to an employee. I reiterated the entire story so far and he again said that I would have to talk to Bobby, but they do need to come out for an inspection. He promised to have Bobby call me. A month later, as I had not heard from them, I called and got a hold of Bobby. He said he would set up an appointment. He ended coming the next week and looked at the indents, told us that we had the wrong frame and that we should have got the right frame when we bought the bed. WE WERE NOT TOLD THAT WE NEEDED A SPECIAL FRAME, OR ELSE WE WOULD HAVE GOTTEN ONE AS WE WERE SPENDING ALOT OF MONEY ON A MATTRESS, WE WOULD HAVE SPENT $400 TO MAKE IT WORK RIGHT. This was at the end of August. My Husband went down to their store and bought a frame. This helped the bed for about 2 weeks. I called the store again and said that the frame had not solved the issue, however I was again told that I needed to talk to Bobby about that and he was not there. After approximately two weeks, I called the store again and sppke to Bobby who said he would have someone come out and inspect the bed at a certain time. When that day and time rolled around, no-one showed. I called the store and talked to the employee who said "oh, our inspector is doing a job somewhere else today." The employee hung up and then called me back with a new time and date. When the inspector showed up the next week (in October), he was very apologetic that he had missed the appointment but didn't realize that he had an inspection in town, as he was doing one in Driggs on that day. I told him that was ok, lets just get it measured. He measured with a stick and took pictures of the bed. It stayed on the frame. He said that it did look very bad and that there probably shouldn't be any problem with the warranty. As I had not heard back from the store after a couple of weeks, I went into the store. Bobby was there and said that he had sent in the paperwork and was waiting for the approval. I asked how long that would take (as this was into November). He said that any day he should hear from them. He even told me that someone elses warranty mattress had just showed up. He said he the company that he gets the mattresses from is pretty unorganized and they alone determine if it is under warranty or not. He said he would call me as soon as he heard back from them. In December, as I had not heard from them, I called and spoke to an employee. I was getting very frustrated at this time. They said that Bobby wasn't in and I would have to talk to him about simply getting a refund. The day after Christmas, I called and spoke to Bobby. I said that I would just bring the mattress back and they could just give me a refund and I would go get another mattress somewhere else. At this time, Bobby informed me that it really wasn't his store's responsibility for the warranty. They only did it for "customer service". I asked if I could call the company then directly. He told me by all means, go ahead. I asked him WHO he had sent my records to and he said that there are a lot of people at the company, and you just have to go thru customer service, I asked for any PO or # that was associated with my claim and he did not have anything. He gave me their number. I called the company and they were closed for the break. There were three people who I could transfer to for customer service. I picked one and left a message. The VM said she would be back on Dec. 27th. At 9:00 am on Dec. 27th, I received a call from the girl at the company. She said she had got my message and has searched her email for any records from Bobby and had not received anything in the past year. I asked if it could of been with anyone else int he company, she said no. She said she had sent off an email to Bobby requesting the paperwork. I asked that she keep me informed of what was happening and she said she would, which she did a terrific job of doing. After she got the paperwork from Bobby, she denied the claim. I asked if I could take the pictures and send them in and she said yes. She sent me the instructions, mattress has to be on the floor, picture taken of back and front. Use string and ruler or tape measure to determine the amount of indent. After I sent her the pictures, she approved the warranty and got me set up with a new mattress. It was delivered from SLC and set up in my house by the end of January. It was very aggravating and frustrating to work with Bobby. His employee's were much more helpful then he was. He was full of excuse after excuse after excuse. Not a good way to run a business. Needless to say, with the new mattress, I am able to stand straight up every morning, however I WILL NEVER SET FOOT OR BUY ANOTHER MATTRESS FROM BOBBY AT COMPLETE COMFORT BEDS.