I am having a major problem with Brooklyn Bedding, and I hope that someone can help.
I purchased one of their Aloe Alexis mattresses, and during the purchase process Mario Sevilla, the sales manager, was very helpful both over the phone and by email. I asked specifically about the return policy, because I have severe back and joint problems, and was afraid I might have to return the mattress. He explained their $75 comfort layer exchange (which I wound up doing in an attempt to cope with the back and joint pain the mattress caused), and that they offered a complete refund minus shipping charges. In email, he was not specific about the shipping charges, so I called him. He explained that the actual packing and so forth was handled by the shipping company, and that it was in the range of $100 or so to ship back. I had asked because a competitor’s website (I believe it was SleepEZ) specified a $95 return option. He said it might not be that low, but $100 to $150 at most.
Now we’ve come down to it, and he has COMPLETELY changed his tune. Up to $550 to return the mattress!
I have to return this mattress because of the damage it is wreaking on my body. It causes me intense back pain, even with the firmest comfort layers. It has also damaged my knee to the point that I have trouble walking. Best of all, it exudes toxic fumes so potent that when I sleep on it I have found myself coughing up blood in the morning. These are not minor issues. I approached him with courtesy and with regret for having to return the mattress… and he responds with this $550 nonsense. Oh, and I have to pack the blasted thing up, too.
I only purchased this mattress because of the excellent reputation Brooklyn Bedding has, here and elsewhere, and because Mario gave all the right answers to my questions. Obviously he knew that I would not purchase the mattress if I were told the truth.
Phoenix, do you have any pull with these people? Is there any help or advice you can offer? I am absolutely staggered by this deception. He seems to have no intention of honoring his former promises.