mAlice
08-08-2009, 03:30 PM
Gurl bought a mattress, box spring and frame from them yesterday. The sales person said they could deliver it today, and would call by 10:00 am to let her know within a 2 hour window, what time they'd make the delivery.
At 10:00 this morning gurl hadn't heard from them. At 10:15 she called the store to inquire about the delivery schedule. The sales person said he'd find out and call her back. By 10:30, he hadn't called back, so she called him again. He said that the bed would not be delivered today because they were too busy to submit the paperwork before 8:00 pm last night, and that the bed would not be delivered until probably Tuesday.
She said that isn't what she was told, and either wanted the bed delivered today, or wanted a refund. The sales person said he'd call his manager to find out if he could give her the refund. Again, no call back.
Meanwhile, we discover that their is a contract on the back of the invoice, which was never pointed out during the transaction, all the while referring to it as "the invoice".
At this point the whole thing is sounding very underhanded, if not illegal (practices) to me. So, I call the store and speak with the same sales person that she spoke with. I told him that what they're doing is illegal (it may not be, but I'm pretty sure I'd win if I took it to court) and we want a refund. Again, he says he'll call (or has called) his manager.
About an hour passes and we've still not gotten a call back, so we go to the store. I reiterate the underhandedness of the way they do business and demand that he processes the refund. He tells me that he has contacted his manager and that he should be calling me at home. I told him the numbers he has, and has given his manager are cell phone numbers, and that I intend to sit her until we get the refund, as I sit in the chair next to his desk, where his next victim will sit. I also told him that while I was sitting here waiting for the refund to be processed, that I'd point out the little contract on the back of the "invoice" to all of his customers.
He said "okay", and just stood there for a few minutes. After he realized I wasn't going anywhere, he walked into the back room. He came out about five minutes later and gave us a refund.
I told him that I'd be making this post today, so he won't be surprised if he see's it.
We left that store and went to another one. The gentleman, though somewhat condescending sold us a nicer set, marginally more expensive for a better quality mattress set, and it will be delivered today. If it isn't, you'll hear about it.
Mattress Warehouse of Lexington Park, LLC
If Mattress Warehouse fails to provide you, the buyer, with an actual or estimated delivery date or fails to deliver the ordered household good within two weeks of the estimated date, you may:
a. Cancel the contract and receive a full refund or credit equal to your deposit.
b. Modify the contract by selecting another household good or:
c. Negotiate with Mattress Warehouse a new deliver date. However, if Mattress Warehouse cannot cancel the order with the manufacturer or supplier, Mattress Warehouse is not required to allow you to exercise these rights and will not allow you to do so.
Failure to be home on the deliver day scheduled will result in a re-delivery charge.
a. Drivers will specify the estimated period during which they will arrive to complete a scheduled deliver, but there are no guaranteed time stops available. The customer is obligated to be home the entire date of delivery.
b. There must be a responsible person home during the delivery. All requests of the drivers must be made during the delivery. The drivers cannot return to our home because the person home to receive the delivery was unaware of the purchaser’s or homeowner’s requests. (i.e. the neighbor who lets our drivers in to complete the delivery indicates the wrong bedroom for merchandise to be set up in.)
c. Drivers cannot remove old bed frames, headboards, or any other furniture. They can only remove old mattresses and foundations.
Any oral representations made by Mattress Warehouse employees will not be binding unless expressed in writing on this contract. All items which carry warranties carry factory warranties. These warranties are available to customers to see at the time of purchase if they exercise that right.
This contract cannot be cancelled. Once merchandise is received by the customer, it cannot be returned or exchanged.
Special and custom orders must be paid in full at the time of purchase.
Refunds can only be issued for custom and special orders that can be cancelled with the manufacturer or supplier of that merchandise or for layaway payments made within seven days of this agreement. These refunds will not be made in cash. All refunds are processed from our main office and can take up to three weeks to receive. Refunds for amounts paid in cash or check will be made by check. Refunds for credit and debit cards will only be issued to the same card on which the charge was initially made.
At 10:00 this morning gurl hadn't heard from them. At 10:15 she called the store to inquire about the delivery schedule. The sales person said he'd find out and call her back. By 10:30, he hadn't called back, so she called him again. He said that the bed would not be delivered today because they were too busy to submit the paperwork before 8:00 pm last night, and that the bed would not be delivered until probably Tuesday.
She said that isn't what she was told, and either wanted the bed delivered today, or wanted a refund. The sales person said he'd call his manager to find out if he could give her the refund. Again, no call back.
Meanwhile, we discover that their is a contract on the back of the invoice, which was never pointed out during the transaction, all the while referring to it as "the invoice".
At this point the whole thing is sounding very underhanded, if not illegal (practices) to me. So, I call the store and speak with the same sales person that she spoke with. I told him that what they're doing is illegal (it may not be, but I'm pretty sure I'd win if I took it to court) and we want a refund. Again, he says he'll call (or has called) his manager.
About an hour passes and we've still not gotten a call back, so we go to the store. I reiterate the underhandedness of the way they do business and demand that he processes the refund. He tells me that he has contacted his manager and that he should be calling me at home. I told him the numbers he has, and has given his manager are cell phone numbers, and that I intend to sit her until we get the refund, as I sit in the chair next to his desk, where his next victim will sit. I also told him that while I was sitting here waiting for the refund to be processed, that I'd point out the little contract on the back of the "invoice" to all of his customers.
He said "okay", and just stood there for a few minutes. After he realized I wasn't going anywhere, he walked into the back room. He came out about five minutes later and gave us a refund.
I told him that I'd be making this post today, so he won't be surprised if he see's it.
We left that store and went to another one. The gentleman, though somewhat condescending sold us a nicer set, marginally more expensive for a better quality mattress set, and it will be delivered today. If it isn't, you'll hear about it.
Mattress Warehouse of Lexington Park, LLC
If Mattress Warehouse fails to provide you, the buyer, with an actual or estimated delivery date or fails to deliver the ordered household good within two weeks of the estimated date, you may:
a. Cancel the contract and receive a full refund or credit equal to your deposit.
b. Modify the contract by selecting another household good or:
c. Negotiate with Mattress Warehouse a new deliver date. However, if Mattress Warehouse cannot cancel the order with the manufacturer or supplier, Mattress Warehouse is not required to allow you to exercise these rights and will not allow you to do so.
Failure to be home on the deliver day scheduled will result in a re-delivery charge.
a. Drivers will specify the estimated period during which they will arrive to complete a scheduled deliver, but there are no guaranteed time stops available. The customer is obligated to be home the entire date of delivery.
b. There must be a responsible person home during the delivery. All requests of the drivers must be made during the delivery. The drivers cannot return to our home because the person home to receive the delivery was unaware of the purchaser’s or homeowner’s requests. (i.e. the neighbor who lets our drivers in to complete the delivery indicates the wrong bedroom for merchandise to be set up in.)
c. Drivers cannot remove old bed frames, headboards, or any other furniture. They can only remove old mattresses and foundations.
Any oral representations made by Mattress Warehouse employees will not be binding unless expressed in writing on this contract. All items which carry warranties carry factory warranties. These warranties are available to customers to see at the time of purchase if they exercise that right.
This contract cannot be cancelled. Once merchandise is received by the customer, it cannot be returned or exchanged.
Special and custom orders must be paid in full at the time of purchase.
Refunds can only be issued for custom and special orders that can be cancelled with the manufacturer or supplier of that merchandise or for layaway payments made within seven days of this agreement. These refunds will not be made in cash. All refunds are processed from our main office and can take up to three weeks to receive. Refunds for amounts paid in cash or check will be made by check. Refunds for credit and debit cards will only be issued to the same card on which the charge was initially made.