Overstock Furniture & More

We have purchased a lot of furniture from Overstock Furniture & More in Appleton, Wisconsin, in the last few years, since we relocated here. AFTER spending thousands of dollars at Overstock, we decided to purchase an identical mattress to another we had purchased through them for a home in another state (trying to be loyal). The mattress was allegedly shipped directly from the manufacturer. With both mattresses purchased through Overstock, the owner told us there was no way to trace the mattresses, which we questioned three times to her, but she insisted, and we trusted her. We ordered the mattress, by phone, on November 8, 2011, and didn't receive it until the third week of December. When we received the mattress, the quality was terrible. Thinking we had a good relationship with the owner, we called and told her that there was a major problem with the mattress. She argued endlessly with us, and said it was the same one we had ordered before. She never asked to see pictures or proof of what our complaint was, although we did send her a few pictures, which she never commented on. Instead, she told us by phone to contact, and work with, the manufacturer. Then, out of nowhere (the last conversation was, we thought, decent), she attacked our character by EMAIL, and said the manufacturer would take care of us, so what was our problem!? Well, the problem was that she had shared with us (in a December conversation) that her husband (who owns a mattress store) had read that the manufacturer was going to file bankruptcy. When we reminded her of this, she said that they would probably reorganize and everything would be fine. SO, we worked directly with the manufacturer, sending pictures, etc., and after receiving a replacement mattress that was still not good quality (and sending more pictures to the manufacturer), the manufacturer offered to refund our money through Overstock. (VERY IMPORTANT to note that the manufacturer provided tracking numbers for both mattresses shipped, and were very perplexed as to why Overstock told us that mattresses are not traceable. We still don't have an answer as to why we were misled.) We jumped on the opportunity, and informed Overstock of the offer (we also had limited time for another mattress delivery). Overstock put so many conditions on returning the mattress to them (the manufacturer never asked for the mattresses back, so we just gave the first one to the delivery company's driver) that we had to take the manufacturer's other option of another mattress. Freight companies require sanitization, boxing of the mattress (the delivery company had taken all the boxes away when they set the mattresses up), and even then, sometimes won't ship them. And, of course, with the weight, it's very expensive. But, the manufacturer filed bankruptcy before the mattress was delivered to us, and we had to pay an additional $350 to get the third mattress, which is still not like the very first one we purchased. We had to return to Wisconsin a few days after it was delivered and, after sleeping on the mattress here, it's very obvious it's not the same. Having NO clue how the third mattress will turn out (manufacturer in bankruptcy who said it might be a supplier problem),we have the last two mattresses, with at least one definitely not being able to be used by us. We tried to contact the manufacturer before returning to Wisconsin, but our contact did not respond, and had previously told us she may lose her job with the bankruptcy filing. WHY did Overstock INSIST we work directly with the manufacturer, if they were not going to honor the manufacturer's findings and requests? At the very least, we feel this is dishonest, and no way to treat someone who has spent so much money at this store. Our advice is to NOT allow purchases by phone, demand a copy of the warranty, and contact the manufacturer at once with any discrepancies in information provided by this, or any, store.