Purchased a mattress from a national chain retailer and what they delivered is different than what I saw in the store showroom. The one I received appears damaged and without tags. They will not take it back or exchange it. Any suggestions on recourse? Is there a governing body that oversees mattress companies?
Hi catc,
It’s a legal requirement that a new mattress that is sold to a consumer in the US needs to have law tags that includes the material content of the mattress (based on weight), certify that the materials are new, and to certify that the mattress has passed the fire regulations. If the mattress is new then the law tags will be white. The laws that control the sale of used mattresses are governed state by state and there are differences between states but in most cases a mattress that is used or contains used materials or that has been sterilized for resale after a return will have either red or yellow law tags (or both) that makes it clear that the mattress contains used materials, has been rebuilt, or was sterilized prior to resale.
Your recourse will depend on the specifics of your situation and on whether the company you purchased from lived up to the terms of your purchase agreement with them and any legal requirements in their state (in other words it’s not just a matter that you are unhappy with your mattress or are looking for an “exception” to their stated policies which may not be a legitimate reason for them to accept a return). If they didn’t then then outside of legal action you can register a complaint with your state attorney general’s office which is responsible for business complaints and legal compliance in each state for all businesses including mattress stores. Most states have an online presence that includes the guidelines and procedures to follow (including prior efforts to resolve your complaint directly with the business) and the forms you need to register a complaint and the actions they will normally take. A google search will turn up the specifics for your state.
Phoenix