Local couple bought mattress partly because of return policy, but had trouble getting refund

Local couple bought mattress partly because of return policy, but had trouble getting refund

LINCOLNTON, N.C. — Malia Walker and her husband say they spent close to $1,000 on the mattress.

“We tried sleeping on it for about six months and both my husband and myself were waking up every day with back problems,” she said.

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So they wanted to return it. Walker said the return policy was a full refund up to 365 days. It was part of the reason they went with that mattress in particular.

She says the store -- Mattress Warehouse in Hickory -- told her to call the manufacturer and that the manufacturer told her to call the store.

“It just went on and on and it went more weeks without anything. So, at that point, I think is when I contacted you guys,” she told Action 9′s Jason Stoogenke.

She says the store did come pick up the mattress, but still didn’t give their money back. So she and her husband had to front the money for a new bed.

Action 9 emailed the store and, just fourteen minutes later, a manager emailed back. He didn’t say what the issue was, but said, “We are showing a refund request for this customer and I will ensure it gets processed properly tomorrow.”

“In the same day that [Action 9 told me it was resolved, the store] called me, the corporate manager called me and he apologized up and down and said, you know, that he was sorry for the delay and that it was, of course, all due to COVID. Everybody was working from home, but that he would process my refund the next day. And they did. And, five days later, the refund came,” Walker said.

Advice:

  • Always start with the store (after all, that’s where you bought it)
  • If that doesn’t work, go with the manufacturer
  • Keep your paperwork
  • Contact Action 9 if you’re still having trouble

Keep in mind many things are slower now because of the pandemic. So expect some delay.

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