Mattress Barn - Villages, FL
Complaint 10332 Details

Purchased firm (full) mattress set; reported defect in mattress within warranty period. Photos taken as requested as deep body impression, low area left side, was made. Photos submitted and rep from company called to state that the mattress would be replaced. Representative came out to the house to verify measurements, etc. Parent company Spears Mattress Company out of Rome Georgia then took position that mattress would not be replaced; suggested placing added support to frame. Now they want to replace box springs and there is nothing wrong with box springs. Many trips back into store to resolve. Letter dated July 28, 2011, received that store manager will be contacting me to arrange pick up of replacement foundation. Of course, delivery charges would be my obligation to pay.

Rep w/in store said they would even honor a mattress replacement with an upgrade for a small additional fee.

This company is not honoring their warranty, their representative that visited the house was rude and did not want to honor the measurements taken, and even walked away with my photos which he had no right taking. Fortunately, we have retained them on the computer.