Todd S

Review of Colders Furniture/Kunzelmann E...

On May 22, 2020 we purchased a living room and bed...

On May 22, 2020 we purchased a living room and bedroom set with mattress. Everything is great with the exception of the mattress.
Within two nights, the mattress sank in so far it felt as though our rear ends were stuck in a hole with just our extremities hanging out over the edge. We went back to the store a week after it was delivered to provide the feedback. Thinking it was just a bad mattress, we worked with them to obtain a replacement and even spent $975 more to "upgrade" to what they guaranteed was their best of the line. We received the new mattress and again, within 2 nights, the exact same result. It's our opinion that the mattress brand is poor craftsmanship and we went back to the store to request a return/refund.
The manager advised that we would need to file a "claim" for a defective mattress and have someone come out and look at the mattress to see if it is indeed what they consider defective. Knowing the inspection procedure, the mattress isn't what industry standards would classify as "defective" since it does return to normal level when the body weight is off. That isn t our complaint but rather the issue is with the quality of the product.
He mentioned that they won t do anything unless the inspector determines it to be defective and in that case, they will just provide a replacement and not a refund. If it isn't defective, it's considered that it just isn t a good fit for our body comfort and that isn't a reason to return a product. I would disagree since our body won t know if the mattress quality is compatible to our body/spine alignment until sleeping on it. A 7-10 minute lay down in the middle of a showroom isn t what I would consider a proper test. We would just like someone to come and pick up our most recently purchased mattress and provide a refund but they won't honor that request. Poor business practices and not in best interest of the customer.