Zionsville couple irked by mattress return runaround

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

New to the Indianapolis Penalty Box

General Electric
Never responded to Ellen Armbruster's complaint seeking a refund for what she says was a faulty front-loading washer.

National Home Trainers
Didn't respond to Kim Curtis' complaint seeking a refund for prepaid personal training services after she says the company failed to pay the trainers.

Autorama Sales
Hasn't responded to Jeffrey Black's complaint seeking what he says is needed engine repair work for a vehicle the company sold him.

Leveridge Inc.
Never responded to either David Dearing or Julie Maillet's complaints about what they say is unsatisfactory landscaping work.

Failed to respond to Laura Kehrt's complaint addressing what she says were roofing contractor's liens on her home the company was responsible for.

Classic Cleaners Tan & Laundry
Hasn't responded to Stephen Wei's complaint about a jacket he says was ruined by their dry cleaning.

[96th St.]
Did not follow complaint resolution guidelines in responding to Toni Blackwelder's complaint about not being able to return or upgrade a washer she says was within a 30-day trial period.

Relax The Back
Never responded to Shelley Spees' refund request for a mattress that she says was within a 90-day trial period.

Deck Sealers of Indiana
Didn't respond to Judy Wirtz's complaint about what she says was unsatisfactory deck-sealing work.

Beartooth Decks Inc.
Failed to respond to either Gareth Jones or Janet Bjerke's complaints about what they say was unsatisfactory deck-building work.

Indiana Well Drilling & Pump Service
Has not responded to Nancy Esters' request that the company refund the $2,100 advance payment she says she made for well-drilling services that were never performed.

Post New Comment


What is Angie's List?

Angie’s List is the trusted site where more than 3 million households go to get ratings and reviews on everything from home repair to health care. Stop guessing when it comes to hiring! Check Angie’s List to find out who does the best work in town.

Local Discounts

Daily deals up to 70% off popular home improvement projects from top-rated contractors on Angie’s List!