Hi Capital Bean,
Welcome to the Mattress Forum!
I’m sorry you’ve had some issues with two of your recent department store purchases. When you say the products were completely different, do you mean that they had a different name, or different ticking (covering), or were a different comfort designation (e.g., plush instead of firm)? Or when you say different, do you mean that the item felt different from the showroom model you tested, but what was delivered was the same brand/name/plushness as what you ordered?
It is normal that a new mattress being delivered will feel different (usually firmer) than the showroom model, as no one would have used the item and reduced some of the “false firmness” that a new mattress will have for the first few months. Also, some stores do not change out their floor models very frequently so this difference from showroom model to new mattress can be exaggerated.
If you were delivered a totally different item than what you tested, you definitely should ask for a replacement. While mistakes of course will happen with delivery and an incorrect item can be brought out to your home, I’ve always been surprised that some retailers will have policies in place (often in their fine print) that allow them to substitute “similar or like” products for what was ordered. This I have never understood, as when you go through the time to test a mattress you should get the exact same model as what you chose in the showroom.
Without more complete information I really can’t provide much more detailed commentary on the differences in what you tested and what you received, but if you reply back I can perhaps shed more light on what may have happened or help manage your expectations of what to expect from showroom to home delivery.
If you’re looking for more information about how to shop for a mattress, the first place to start your research is the mattress shopping tutorial here which includes all the basic information, steps, and guidelines that can help you make the best possible choice … and perhaps more importantly know how and why to avoid the worst ones.
Two of the most important links in the tutorial that I would especially make sure you’ve read are post #2 here which has more about the different ways to choose a suitable mattress (either locally or online) that is the best “match” for you in terms of “comfort”, firmness, and PPP that can help you assess and minimize the risks of making a choice that doesn’t turn out as well as you hoped for and post #13 here which has more about the most important parts of the “value” of a mattress purchase which can help you make more meaningful quality/value comparisons between mattresses in terms of suitability (how well he will sleep), durability (how long he will sleep well), and the overall value of a mattress compared to your other finalists based on all the parts of your personal value equation that are most important to you (including the price of course and the options you have available after a purchase if your choice doesn’t turn out as well as you hoped for).
Also, make sure that you find out information listed here so you can compare the quality of the materials and components to the durability guidelines here to make sure there are no lower quality materials or weak links in a mattress that would be a cause for concern relative to the durability and useful life of a mattress before making any purchase.
Phoenix