Response from the owner - 2 months ago
Thank you for your feedback. We strive to provide an exceptional customer experience with quality product and quality service. We encourage every customer to visit the store to experience the mattress options and to make an informed decision. The person who purchased the mattress for you was encouraged to visit the store, or have the person or persons who would be sleeping on it visit the store, and they chose not to do so. Our comfort guarantee, and the ability to exchange or return a mattress, is dependent upon purchasing a waterproof mattress protector from us prior to delivery. Stains or soiling can void a manufacturer’s warranty, and for sanitary reasons we are unable to exchange or return a stained mattress, which is why we require it. We are very upfront about our Return Policy which is on our website, posted in multiple places in our store, most often discussed verbally, and at the bottom of every receipt. Even though it was offered and recommended, the person who purchased the bed for you chose not to purchase a mattress protector which disqualifies the purchase for a return. Again, thank you for your feedback.