I made a $1500 purchase on Black Friday with a debit card. Decided I don’t need a new bed and went back to the store the next day to cancel the order.
The sales representative told me that corporate handles the refund and that I should have gotten the refund by now. Today is 8 days since I’ve cancelled the order. The rep also said that he’ll reach back out to corporate for an update. That rep hasn’t really responded to email and it’s hard to get him on the phone as I’m out of town.
Any ideas on how I should proceed? Do I file a police report? Call corporate? I just want my money back.
RESOLVED (UPDATE): I got my full refund deposited this morning on 12/08/22. I just needed to be patient as Mattress Firm takes a couple business days to process refunds. I am leaving this post up for future shoppers. Shoutout to Leslie (refer to comment section below) who has been very helpful during this process.
UPDATE: Our new mattress arrived today, delivered direct from Stearns & Foster. It took three weeks to sort this whole mess out, but we finally have our new bed. We got the same price, better financing, and a more pleasant delivery experience. There was no issue with imaginary "bugs" either. There's literally no reason to go through the nightmare that is Mattress Firm. Just buy direct.
OP: I can't even begin to tell you what a huge mistake it was to do business with Mattress Firm. From the moment we placed the order, it has been a parade of stress, grief, and regret. Do not do business with these scumbags if you value your time or your sanity.
The problems begin the night before your delivery, when they "call" you to "schedule" your delivery. They aren't going to call you, you will receive an automated call, text, AND email within 5 minutes of each other. The call will TELL you when they are going to deliver your mattress. There is no option to reschedule if their timetable doesn't work for you. The only option the give you is to cancel, reschedule for the next day, and hope the next time they pick works for you. In our case, they chose the one hour in the whole day that I specifically told them in advance that I was unavailable.
When you call them to address this bullshit policy, they will tell you that "no one in Atlanta lets you pick your delivery window." Have they been to a Best Buy, Home Depot, or any other furniture and appliance store in the last 10 years? EVERYONE lets you pick your delivery window.
So now I'm stuck. I was going to cancel the order, but my wife decided she could take the afternoon off to cover Mattress Firm's incompetence. So fine, we kept the delivery window. That was a mistake, I should've followed my gut and cancelled the order.
The only positive thing I can say about the whole experience is that the delivery drivers arrived early in the delivery window. They rang the bell, and the driver comes upstairs to see what they're working with. They then tell me they have to "inspect the box springs for bugs." Ok, that's fine, go ahead. The guy finds some dust bunnies and cat hair along the edge of the box spring, down in the crack between the bed frame and box spring. The guy literally watched me chase my cat off the bed before we pulled up the mattress. He takes a picture and tells me he can't take the mattress, or deliver the new one. I told them to get the hell off my property. More time wasted, still no mattress.
So I can the store. Again. And explain to them, again, that they are too incompetent to deliver a mattress. I cancel the order. That was seven hours ago, and I still haven't received my cancellation confirmation. We also signed up for their 0% financing, so if that shows up on my credit report, or isn't cancelled correctly, I'll be pursuing legal action for false credit reporting and credit fraud against Mattress Firm.
The original sales rep I worked with called me (more of my time wasted) about an hour later. He offered "free delivery" (it was supposed to be free to begin with) and a free mattress protector if I didn't cancel the order. Total value $300 on a $4,000 order for wasting literally days of my time. I told him to go fuck himself.
So now I get to go find another retailer that carries the brand I want. Which means I have to spend more time on what should've been a very simple task. I will never waste another minute of my life dealing with Mattress Firm, and I highly recommend you avoid them at all costs. Don't believe me? Do some Googling, and you'll find my experience is far from unique.
Customer service is the worst. My mattress was supposed to be delivered on 1/29 and I asked for an update on my order via live chat and the agent ended the chat without even typing anything back. MattressFirm does not meet scheduled delivery dates it's been over 2 weeks since the order with no movement..