We went into the store at 101 Baltimore Pike in Springfield,PA. Bought a very expensive mattress....17 days later decided to use the comfort guaranty to switch out for a less expensive firmer model.
Sales rep Gary was busy with another customer but assured us that it would be an even exchange since the mattress was cheaper...after an extensive wait...he sat down at desk and said it was a additional charge of $104 dollars....we were not paying another dime so he told us to call customer service.
We called and talked to Zachary who assured us it was an even exchange have the store write up a new ticket and call him back...the sales rep Gary did not respond in timely manner and Zach had left for the day and no one in customer knew the story ....we got the run around for two days from store and custmer service. We had them listen to tapes of recorded message and they didn't say that Zach said it was an even exchange so they didn't waive the $104 fee...they are crooks who don't stand behind their guarantee !
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