FACTORY MATTRESS

On March 6, my wife and I purchased a mattress at this store, and the mattress we received was significantly more firm than the one on the showroom floor. Truly, there was no comparison. In fact, the mattress was so bad that my wife could not sleep on it because of her back pain, which was the reason we bought a new mattress in the first place. We promptly notified the store manager, Milton, who said we would have to wait 30 days for the mattress to be "broken in" before anything could be done. After the 30-day period, we attempted to exchange the mattress for another one of the same model, and Milton even agreed after finally hearing my wife's description of the problem that he thought we were dealing with a warranty issue (i.e. the mattress had been manufactured too firm, which he admitted happened sometimes). However, when someone came out to the house to verify what we had told Milton about the mattress being too firm, that representative stated that he was checking the mattress only to see if it qualified for the "comfort guarantee" (i.e. that there were no stains, damage, etc.), which was not at all what Milton had told us. We immediately contacted Milton about the issue, and when he offered virtually no help to reach a solution agreeable to us, I attempted to call John Sciolino, the retail sales manager, at the main office. Because I could not reach him, I faxed him a letter detailing the problem and expressing our frustration. He never replied to that letter and has not even acknowledged it to this day. Milton ultimately informed us that we could exchange the bad mattress for the same model, at which point we would be deemed to have used up our so-called "comfort guarantee". (At this point, the first mattress now fell into the "close out" category . . . a separate issue I will not even start with in this report for the sake of time.) The other option was that we could select a different model from the showroom floor, at which point we would have to pay the full retail price as well as lose 10% of the value of the original mattress in the exchange. Because of my wife's ongoing back issues and because we were expecting company to arrive from out of town, we felt as though we were being held hostage, so we very reluctantly agreed to select another model and paid full tag price less 90% of the value of the first defective mattress. This cost us several hundred dollars more and ultimately was extremely unfair because the first mattress we received was defective. Perhaps most insulting of all is the fact that Milton actually stated to me that he thought my wife had "embellished" her claim about the first mattress being unreasonably firm, hinting that is why he took no initial action on the claim. In my initial Angie's List report for this company, which was redacted because there was a dispute settlement over the matter, I gave this company an overall "F" grade, but I have modified it slightly to a "D" only because the company "bought" this grade from me (i.e. the company agreed to a partial refund, which consisted of the 10% value lost in the the forced "comfort guarantee" exchange). Even the dispute resolution procedure was unpleasant with these guys--they squabbled over and refused to refund the second delivery fee of $50, which we never should have had to pay after receiving a defective product in the first place, and gave us an ultimatum of taking their offer or getting nothing. There was virtually no good faith negotiation. My wife and I took the ultimatum only because we needed to apply that refund toward the now spiraling cost of the new mattress. Despite that partial refund from the dispute resolution, I feel very strongly that other Angie's List members should know about the character of this business. Until I issued complaints with Angie's List and the Better Business Bureau, I was veritably told to pound sand--that is, when I actually could get a response from them. I heard absolutely NOTHING from the retail sales manager until AFTER the complaints were filed, and his last phone message to me was quite rude. Rest assured, I will never recommend this store to anyone I know, and I will never do business there again. Buyer beware!

They have a beautiful showroon and knowledgeable salesmen. They also have reasonable prices and a large selection.

We have had three different out of town guest sleep on the mattress since we purchased the item. They all complained their backs hurt the next morning and requested another bedroom since they couldn't sleep on our new mattress. After the third complaint, my husband and I decided to check it out. Basically, the mattress sags in the middle causing individuals to roll towards the middle of the bed. We have had numerous phone calls with Factory Mattress and fill out their paperwork to obtain a replacement mattress for a defective product. During the last 60 days, we were told more then once there was no problem correcting our problem since the mattress had an obvious defect i.e. sagging and the problem would be resolved after a representative came to our house to see the item. We had two different individuals visit our home to view the mattress. We have just received a photo of a mattress, we are told is ours and the depression in the mattress doesn't meet the requirements covered by the manufacturer to replace the item. We were certainly led to believe that there wasn't a problem replacing our mattress by this company on more then one occasion. Now after phone calls, warranty paperwork completed by the Factory Mattress personal ( which the mattress manufacturer Sealy told us today was done incorrectly ), personal inspections by Factory Mattress on two different dates , we are told nothing can be done! We have a $500 item that can't be used and in fact has only been used three times since it was purchased. We will never use this company again. We were led down the golden path of wasting our time doing the paperwork and allowing multiple visit to our home. This wasn't a good experience for us our guests.

Sales person seemed very good, but their was a mix up on delivery. The manager took care of the problem.

Representative lied about 30-day satisfaction guarantee - told us it applied to the mattress we ordered - when we tried to return it they refused.

I have never encountered such an unprofessional group of people as I did at Factory. Within a few days of getting the mattress, it was obvious that there was something wrong with it. When I contacted Factory, they fairly quickly sent someone to my home who determined that the mattress was defective. Without being asked, this person told me "Everybody hates Doyle," (their customer service rep) and that the salesperson, Milton, was an "idiot." I incorrectly assumed that they would promptly replace the mattress. Milton told me that I could not speak with Doyle in person, and that several customers who had previously tried were arrested. Doyle wouldn't return my calls, and when I finally did speak with him, he was rude and unprofessional. I asked Doyle if it was true that he had had several customers arrested, and he laughed and said it was just 1. It took several weeks for them to replace the defective mattress. Please don't shop here. Don't let the prices fool you.

WE BOUGHT A MATTRESS FROM THEM, AND AFTER A FEW DAYS WE WANTED TO RETURN IT DUE TO IT BEING TOO SOFT. THEY WOULD NOT EVEN TALK TO US. WE WENT TO ANOTHER LOCATION, AND FOUND ONE THAT SUITED US FOR $200.00 LESS. WHEN WE CALLED BACK TO THE ORIGINAL LOCATION, THEY SAID WE COULD SWITCH THEM OUT FOR $200.00 MORE. ON TOP OF ALL THAT, THE MATTRESS HAD A STAIN ON IT. IT IS A STATE LAW IN NC THAT THEY CANNOT SELL USED MATTRESSES, BUT THE STORE SAID THAT THEY SEND USED MATTRESSES TO SC. TURNS OUT THAT THEY ARE USING USED MATTRESSES.