JOHN KLOPFENSTEIN FURNITURE

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The delivery personnel bent the wire "frame" of the mattress (it is a bendable mattress but they bent it the wrong way). Because the frame was bent, one corner of the mattress sat up off the foundation by a couple inches. The mattress cover also had black grease spots and smudges on it. (Most manufacturers will not honor a warranty if the mattress is soiled in any way so needless to say I was concerned about this.) I contaced Klopfenstein and provided them with pictures of the bent frame and spoke with Jason Klopfenstein. I got the impression that he was reluctant to make the return but he finally agreed to make the return and replace it. I also pointed out to him that I had ordered a firm mattress but the order form they filled out said I had ordered a plush mattress. The tags on the mattress said it was firm. The second mattress was delivered but it did not feel like the mattress that was in the showroom. It felt very saggy and did not feel like a firm mattress. The mattress was very uncomfortable and I ended up not being able to turn my head for a month due to the stiffness in my neck. (In the interest of full disclosure, I do have back problems but had never experienced anything like this before. The pain gradually went away once I started sleeping on a different mattress.) It finally dawned on me that it was the mattress. I contacted Jason Klopfenstein again to complain about the mattress and ask about returning it for a different product. He basically said it was too bad and that there was nothing he could do. I told him I was surprised by that because there are many mattress retailers (such as Macy's) that will accept "comfort" returns/exchanges. He responded that those retailers turn around and "sell the dirty, used matttresses." (I highly doubt this is true.) He spoke very disdainfully and rudely to me and also challenged me to sue him. I was shocked that a businessman from a locally owned business would talk to a customer that way. (I am ashamed to say I was not very nice to him on the phone after he spoke to me that way.) His actions and words show that he does not care about customers or customer service and only cares about his bottom line. Based on that experience I have avoided Klopfenstein Furniture on Magnavox Way when buying furniture for my house and I have not been shy about telling others of my experience. I've since been sleeping on a 14 year old mattress. It has since "died" and I am now shopping for another mattress. I will NOT be buying my replacement mattress (nor any other product) from John Klopfenstein Furniture and I am willing to drive out of state to find a retailer that provides good and courteous customer service and who will stand behind the products they sell.

Excellent.