"This is about a $5000 defective (possibly used) mattress we are unable to return. Date of initial sale: Sunday July 20, 2025 Product: Tempur-Pedic Pro-Adapt Twin XL (medium) and Twin XL (firm) Cost: $5000 (sold on a comfort guarantee and 30-day return policy for this major purchase) -- Delivered: Saturday August 2, 2025 Requested exchange: August 24, 2025 (firm mattress too firm, medium was better) -- Replacement Product: Tempur-Pedic Pro-Breeze (medium, king size) Cost: same but bought additional low profile box spring ($300) -- Delivered: Tuesday September 2, 2025 Reported something wrong with mattress about a week later and couldn't use the mattress. It was abnormally soft in spots as if it was previously used. Sales person said she would need to contact the store manager who would look into options and get back to us. After another week went by we didn't hear from them, we went back to the store. The manager seemed surprised to see us and tried to blame not getting back to us on his sales associate. Asking for an update on our options for return or exchange, the manager (Adam) unprofessionally and flippantly told us we're stuck with the defective product and if we don't like it, sell it on Facebook marketplace. We said this was unacceptable and asked to speak with someone else. Without any help from Adam, we did our own research and found the President's hotline number. I left a voicemail to explain and escalate this matter. I felt the representative Jonathon was much more professional and said he would get back to me in a day or so. After patiently waiting three weeks for a resolution, and following up a couple of times, I decided it would be in our best interests to file this complaint with the Better Business Bureau. We still seek a fair resolution that could include a refund minus 20% restocking fee, a new mattress to replace the defective one (possibly used?) we were given, or even store credit to buy appliances we need. We cannot accept keeping a $5000 defective mattress we cannot use or sell. Buyer beware of these sketchy sales practices. Update: I also filed a claim with the Ohio Attorney General's consumer protection department."
Williams-Sonoma
3.5
7
1500 Polaris Pkwy, Columbus
CLOSE · 11:00 - 20:00 · +1 614-430-0118
"I enjoy shopping at William Sonoma. First I worked with Ashley buying a combination microwave, air fryer and convection oven. She was so helpful and fun to talk to. The oven was huge and heavy. My husband and I appreciated Ashley bringing it out to pickup parking and loading it into our car. \n\nI used the oven and hated it. The store made the return easy. I called to let them know I was returning the oven, and Janice told me to call from the pickup area. Craig was down a few minutes after I got there to unload the oven, and he was very nice too. \n\nWhen I went into the store with my receipt to get the refund, Beth asked me why I disliked the combination oven and showed me a stand-alone air fryer that would be a better fit for me. Beth showed me the one she used at home and was able to teach me how to use it, which I appreciated."
Lucas Finton covers crime, policing, jails, the courts and criminal justice policy for The Commercial Appeal. He can be reached by phone or email: (901)208-3922 and Lucas.Finton@commercialappeal ...
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