Overnightmattress.com Over night mattress I knew after three minutes this was just a gloified futon. And then they made me keep it so they could charge me a restocking fee. Johonson City, Tennessee

 I have used overnight mattress twice and have been very happy first i purchased a king size mattress the mattress i recieved was one step above what i ordered so they could fulfill the order on time. Once we received that mattress another family memeber liked it so much we ordered a second matteress same smooth delivery no loading truck riding to town these purchases have greatly improved our quality of life and i am ready to buy two mattresses for my girls. When I read the fine print on all major mattress companies I found that any stains damage etc makes returns very hard so all of my mattresses go into a waterproof mite proof cover followed by a good mattress pad good cheap insurance if you have pets kids and allergies. Good luck to all I hope this helps anyone who is making any matteress purchase.

To: Brad S., President
Overnight Mattress


Brad,

I purchased 1 king size mattress from overnight mattress in July of 2011. I was not happy with the mattress well within your 120 day policy and I let your company known via phone call and email. I spoke to Ben and Vlad. Vlad kept saying he would call me back, and never would. When I finally got to talk to Vald, he said it would not be a problem. I told him the mattress I wanted to exchange, he took down the my credit card number and told me I would be billed for the difference.  Then he said since I brought the original mattress off from their amazon store, there 120 policy does not apply. I informed Vald that the email I got when I purchased the mattress does in fact say that I do have to 120 policy.  Vald agreed and said it still should not be a problem but he would have to talk to his manager first. Again I never got a call back from Vlad but a week later, the new mattress show up at my door. When I checked my CC statement, it said I was charged 1119.00, not the difference of the two mattresses. On top of the 1119  was $100 more than the cost of the mattress I was trying to exchange. I called overnight mattress again, I spoke to Ben who said he would resolve this and call me back. Again no call back, when I reached Ben he said he would be sending a truck Friday. No truck came. I called Ben, he said he would have to talk to person in charge of trucking and call me back. That was a week ago, I got no call back. When I try to call your company, it says Im first in line but no one picks up. What do I do at this point? I have two mattresses???? I feel I was tricked and you are not honoring your return policy you pride yourselves on.  Please contact me ASAP. Order# 27991   

Thanks
Jim
 
 
From: Jim
To: "sales@overnightmattress.com" <sales@overnightmattress.com>
Sent: Wednesday, January 18, 2012 3:55 PM
Subject: Re: Has Shipped
Thank you I got the replacement mattress.  Two things,
 
1. There was no return shipping label for the mattress I'm exchanging.  
2. My credit card was billed 1119.00. My understanding was that you were going to bill me the difference between the two mattresses, at the time when I called, the mattress was listed $1,099.00.  I guess you billed me for the full price, plus $100 without my authorization.
 
Please let me know how we can resolve this.

Thanks
Jim 
 

I purchased a mattress from OvernightMattress for my parents.  Unfortunately, the mattress did not work out for them.  They are very used to a traditional style spring mattress.  I did follow the return policy, and they did try it for 30 days to give it an honest chance to get used to it. 

I contacted OM to return the product.  I filled out the return form.  They offered me a few options but my parents just wanted to return the mattress.  We packaged it up in cardboard and plastic, we did not get a mattress box because we were never told we had to.  They said as long as we had it packaged and protected well with cardboard (even if just pieced together), it would be fine.  Once we packaged it up, OM scheduled a pick up.  The truck came right to our house and picked it up. 

Within two weeks, we had a 100% refund.  OM thanked us for our business and for taking care of the product.  I see it this way, if you purchase an outfit from the mall and choose to return it, you can not have hair or stains on it, even if it is minor.  It is about respect.

 In conclusion, even thought OM's product did not work for my parents, they honored their return policy and were very willing to help us.  I think that too many people take advantage of businesses and don't fully read or respect company policies.