To Whom It May Concern:

On March 4, 2007, my husband and I purchased a Serta King Ultimate Indulgence Mattress from the American Mattress store located on 414 S. Randall Road in Algonquin IL and spent almost $4200. Before delivery, we shopped around for mattress covers and decided to buy the Protect-A-Bed cover from American Mattress.

On March 6, 2007 we stopped at the American Mattress store located on 351 S. Randall Road in Elgin IL on our way back from our son’s Karate class. We have been extremely pleased with everything, including customer service until today.

Unfortunately our Mattress Cover started to fail us. The gortex began to separate from the top portion of the cover. On November 27, 2010 we stopped at the 414 S. Randall Road store in Algonquin IL and dealt with a gentleman by the name of Gordy. He was extremely focused on taking care of us. We filled out the necessary paperwork which appeared to be a return slip for the Mattress Cover manufacturer. Gordy started the transaction, however, due to the location of where we originally bought the cover, he was unable to complete the exchange upon getting to a particular field on his computer. He called his boss and they told us that we would need to go to the Elgin store for the exchange.

Even though traffic was heavy due to the holiday weekend, we decided to drive the 14 miles to the Elgin store. We were greeted by Greg Peel. My husband explained that we had a mattress cover to exchange that was within the warranty period. Mr. Peel immediately told us that he could do nothing for us and that we had to call the manufacturer. I told Mr. Peel that we were just at the Algonquin IL store and were told to drive to his store for the exchange and that we just spent over 35 minutes traveling. Mr. Peel said that he did not care what the Algonquin store told us, he would not do the exchange. His words that followed were, “you just don’t understand how warranties work.” At this point, I realized that we were not going to be treated in a respectful manner. I asked to speak to the manager of the store and was quickly told that he was the manager and that there was no other person above him to speak to. Mr. Peel quickly communicated his authority with harsh words, demeaning behavior, and overall non-existent customer service empathy. His words were, “I don’t care, ” “You are wrong, ” “You people have an attitude, ” – mind you all of this was in front of our 12 year old son. In addition, he would not listen to us and would immediately talk over us. This is unacceptable behavior.

While in Mr. Peel’s store, I called Gordy and explained what Mr. Peel said and how we were being treated. Gordy offered to speak to Mr. Peel.

Once Mr. Peel was done with a customer purchase, I told Mr. Peel that Gordy would speak to him. Mr. Peel never once clarified which Algonquin, IL store we had been referring to. Again, his inability to relate and listen to his customers, he called the wrong Algonquin store. Mr. Peel, then said to me, “Lady, you are not going to the right store, nor even an American Mattress store?” I showed him my American Mattress receipt and showed him the location. He then refused to call Gordy once I showed him the receipt. His justification on refusing to call was that he had nothing to do with that store. I asked him one more time to call Gordy at American Mattress. While on the phone with Gordy, Mr. Peel demonstrated the same behavior, belittling and manipulating language. Gordy told Mr. Peel, “look you have the customer in your store, let’s try and make this as convenient as possible and take care of them.” Mr. Peel hung up on Gordy.

I asked Mr. Peel for his business card and made him aware that I would be contacting the Attorney General’s office. His response was, “I gave you my card, don’t care what you do” and then he demanded that my husband and I leave “his” store.

My understanding was that this was a “family owned and operated” company. Mr. Peel’s behavior and language, especially in front of a 12 year old child, is not one that I would want my family to be a part of.

We can not tell you how frustrated, abused, and disappointed we feel over Mr. Peel’s behavior and language over a $90 item. Words can not express our dissatisfaction with your company.

Due to the level of mistreatment by Mr. Peel and American Mattress, we have filed an official complaint with the Attorney General, Lisa Madigan.

Regretfully,

Abused & Frustrated Customer

Guys, if you wanna do each other a favor... Don't let anyone you know buy anything from American Mattress! This company teaches deceptive practices. If you need proof, go to the companies website. "www.americanmattress.com" Why is all the pictures the same? When you get to the store the items don't look anything like the pictures! Why are all the pricing in twin no matter what size you pick. When i asked the gentleman why can't i have the item at the listed price, he finally admitted it's designed to get the consumer in the door. The stores I have visited all had different pricing for their items. The listed price was the same but the slick sales guy always had a story for why the purchase had to be today! Guys do yourself a favor and shop at Menards or costco. Mattress sets are like a third of the price than in "discount" mattress stores. Someone convince a local news channel to investigate this company. If the sales guys are all saying the same sort of scheme... It makes you think about the management and CEO of the company. What is their Mission statement... We are out to rob any and everyone in Chicagoland area! Be aware... Bring light to this uglyness. That's how they will go away. Channel 5 news anyone. It would be an important story

I purchased my bed, paid in full, and set up delivery for a specific day in three weeks. I called the day before the scheduled delivery and was given a 3-hour delivery window. 30 minutes before the end of the window, I called the store. They called back 15 minutes later and said that the delivery had never been scheduled. The regional manager told me that it was the delivery company's fault - not theirs - although they subcontract with the delivery company. After 24 hours, they still could not confirm a delivery date/time and just left us in limbo. Yet, they would not cancel the order. We ended up cancelling it through our credit card although American Mattress is threatening to sue us over it. I would steer clear!!

I bought a Tempurpedic Mattress on 9/24/08 from this store after being told numerous times that it had a 30 day full comfort guarantee, regardless of the reason. Well to my disappointment, i had back and shoulder problems sleeping on this bed, perhaps because I am a side sleeper or 100 pounds. Beautiful bed, it just does not work for me.

When I called I was told to come in and pick out another bed if I liked. I did and again, I picked the top of the line Serta bed for $4100.00 plus tax. This would leave me with about a $3, 200.00 refund. However, after I picked out the bed, the salesman sheepishly said 'you know we do not give anything but in store credits.' I lost it and asked what am I going to buy for the difference seeing I had purchased their most costly bed, The Grand Tempurpedic! Again, sheepishly, he suggested sheets and mattress covers. I told him his sheets were like overpriced brillo pads.

He said that is 'our' policy. I said that the salesman who sold it to me put the receipt down with a pen on it, and his hand, as if to hold it in place for me, and told me to sign 'here.' Now I see it was so I did not see the back where in light gray the exchange policy is explained and it was never mentioned to me, nor was I given the chance to see it. In fact, it was completely and purposely avoided at all costs.

Now as if this guy that I am dealing with is doing me a favor, he said he will go the extra mile and probably get into trouble for it. He offered to refund my money with the exception of a restocking fee of 10% on a $7100.00 sale (before tax), plus a charge to me of $50.00 for delivery. The delivery fee was explained to me at the original purchase, saying that is all it would cost me. Again, another time they could have told me about an in-store 'credit only' policy. I was told that they lose huge on this because the mattress cannot be re-sold by law. Read Down on that issue and assume your own conclusion.

Calling Tempurpedic I was told if I had bought it straight from them, I would have had a 100% return, but there vendors set their own policy. Tempurpedic does not hold their vendors to any policy requirements. However, I believe they give the same 100% guarantee to their vendors, as they do the general public. I was told that they sell these mattresses to a carpet padding company for re-cycling into fine carpet pads that are then sold to the public.

Today, at a $760.00 donation fee to American Mattress, they picked up the Tempurpedic and delivered the Serta. Most interesting was the mattress they picked up was carefully wrapped and taped looking like it was brand new. It was wrapped just like the one they delivered, exactly.

Bottom line consumers, buy at reputable stores and stay away from these Mattress Stores or even buy direct from the manufacturer, but most importantly~guarantee and money back do not mean the same thing, especially from someone who is trying to scam you!

On April 01, 2006 I purchased a Vera Wang queen size mattress set from American Mattress at a cost of $1, 396.42. Unfortunately, I have a mattress that has a large dip in the center in less than two years, which makes for a very uncomfortable night's sleep. Prior to this final purchase I had also bought and exchanged two other mattress sets. The original purchases were also not the most comfortable rest for my body and I hoped for the best with this last purchase. I was under the impression that your company advertises customer satisfaction, which has not happened in this case. I wonder if Vera Wang is aware of the mass production of really defective mattress sets that bear her name? I know from prior purchases, mattresses that with so little use, and at the cost of such mattresses, should have a much longer life than two years. I will await a prompt response from someone in your organization for resolution of this matter before any other action is taken.

Disgruntled and Tired Consumer,
Carolyn D. Watson.