Zionsville couple irked by mattress return runaround
COMPLAINT: Shelley Spees, Zionsville, Ind.
"I used Relax The Back [in Indianapolis] for the purchase, delivery and set-up of a king-sized Tempur-Pedic mattress and base. My husband and I chose this brand because of its good reputation, seemingly excellent comfort and body support, and the 90-day return policy.
"We visited the Relax The Back store to see the mattresses and speak directly with a representative. They explained the warranty and assured us of their exceptional quality and customer service.
"They also assured us that we were completely protected by the liberal return policy. Soon after delivery, my husband began having severe back pain. I, however, loved the mattress, so we decided to give it more time.
"My husband began seeing a chiropractor. The back pain persisted and the chiropractic bills mounted. Finally, my husband tried the guest bed. Within days, the pain was gone.
"We were well under the 90-day trial period, so we called Relax The Back to arrange a return. First, they said to call Tempur-Pedic. We did. They said to deal with the retailer.
"We called the retailer and they reluctantly agreed to arrange the return. A week passed and they didn't call back. We called again and they said they were waiting for the manufacturer's return authorization. Another week passed and they didn't call.
"Then, they stopped taking or returning our calls. I called Tempur-Pedic to complain and they said no one requested a return. They informed me that they're unable to take the mattress back since it was purchased from a retailer and not the company.
"This is a $4,400 mattress with a 20-year warranty and we were happy to pay for the promised comfort. The customer service from Relax The Back is unacceptable."
DESIRED RESOLUTION: "I want the 90-day trial period to be honored so I can return the mattress and receive a refund."
STATUS: Penalty Box
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