Bedmart

David Murphy

We bought a Serta Brandbury King pillow top mattress from Bedmart in February, 2013 at the Scottsdale store. Within a few months there was a noticeable dip where we sleep. We rotated the mattress each month but the dip continued to develop. We purchased a Queen mattress in September from the store on Hayden Rd and told the sales person about the problem with the King. They arranged for an independent inspector to come to the house and evaluate the mattress and box springs. About 3 days later we received a call from the store indicating they were going to replace both the mattress and box springs and that we needed to come in to the store. When we went to the Hayden store we were told they didn't have the paperwork because they weren't the store that sold us the mattress originally. After speaking with the manager he agreed to get the paperwork and to arrange for the delivery of the replacement mattress. However, he said 'there will be a 79.00 delivery fee'. I asked him why we had to pay for delivery of a replacement mattress and his response was 'Serta is replacing the mattress and box springs and we use an outside delivery company and that's what they charge us.' He offered to let us take the mattress and box spring to the warehouse and get the replacements ourselves and save the 79. It appears that Bedmart doesn't really stand behind the brands they sell. They are ok with a manufacturer eating cost of replacing defective products, and they are ok with customers paying MORE to have replacement products delivered, but they are NOT ok in spending any of their money/profit to make things right for the customer. After doing business with Bedmart for the past 15 years and purchasing 7 mattresses, this is the last time we'll do business with Bedmart.Costco sells Serta and their customer service and exchange/replacement policies ROCK. Bedmart should take a lesson from them.

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