Complaints

This profile includes complaints for Tepperman's (Windsor)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tepperman's (Windsor)

  2595 Ouellette Avenue Windsor, ON N8X 4V8

  
• 

  Tepperman's (Kitchener)

  1415 Huron Rd Kitchener, ON N2R 0L3

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have an account with ********************** for a bedroom set that I bought. I missed two payments over a few months due to my work. I was still making monthly payments and had asked if the missed payments could be added to the end of my term or incorporated into my already set monthly payments.. I was constantly contact by ***** *******. He even contacted me through ********. Hes very unprofessional and was not willing to work with me. I asked to speak to a supervisor and was sent to said supervisor.. I returned his phone call, but somehow ended up getting back to ***** who I did not want to deal with. I was told that ***** is who I could speak to and I told him I did not wish to speak to him that I wish to speak to the supervisor that I was sent to. He said that he would send him a message and get back to me. The supervisor got back to me and I asked if they could call me back within five minutes as I was not in a spot to talk at the moment I did not receive a call back. I sent an email nothing the following day. I followed up with another email and nothing. I called the office was told that he was gone for the day and hes just a super busy man. I said that he is avoiding me. Long story short I was sent to collections for $70 but still had payments coming out on a monthly basis. I was told that I wouldnt be able to speak to the supervisor that I would have to call the collection agency. They shouldve never went to collections and now my calls and emails are being avoided.

  

  Business Response

  Date: 02/06/2025

  Hi *******,
  Our credit manager has tried reaching you by phone a twice but was only able to reach your voicemail. He is available until 5:00 PM today.
  Your account is currently over 120 days past due. Despite multiple attempts to contact you via phone, email, and text, we have not received a response or resolution. As a result, the account has been sent to a third-party collection agency due to continued nonpayment.
  We have made several efforts to support you, including reducing your original interest rate from *****% to 9.99% to help make repayment more manageable. Unfortunately, there have also been multiple NSF (non-sufficient funds) transactions, which have added fees to your account in accordance with your contract.
  At this point, the full balance is due, and any further communication or payment arrangements will need to be discussed directly with ***. They will be able to assist you with available options for resolving the account.
  Please don't hesitate to reach out if you have any questions or need clarification before speaking with them.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 23394384
  
  I am rejecting this response because:

  This manager has contacted me once by phone. There have also been numerous emails about trying to rectify the amount outstanding, all while Teppermans continued to take out their monthly payments.

   

  I was harassed by ***** ** much that he even went and contacted me through ********. This account has since been deleted once I raised this concern about it being unprofessional.

  I asked to speak to someone in corporate, and am being denied as apparently the only manager is the one who refuses to deal with the issue.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/06/2025

  Hello *******,

   

  Our head office manager has reached out to you by phone and email to discuss the situation. At this time, we will not be offering anything further.

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23394384
  
  I am rejecting this response because: the business manager refuses to admit they are the ones who made the error and have now sent me to collections for no reason. They are responding with the same responses and will not assist.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

   

  Teppermans should not have sent me to collections and refuses to do anything further. I am not going to participate in anything at my own cost. Onus is on Teppermans 

  Regards,

  ******* *****

• Initial Complaint

  Date:21/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new couch, washer dryer and tv in December of 2023. Within the first week of receiving the couch I had noticed one side of it sagged pretty bad. I had called customer care in which they told me to switch the cushions from the other side and try that, in which i told them I already had. After a few months had gone by there was minor wear and tear (seams coming apart) but I was still frustrated with the sagging of half my couch. I called again in October, this time getting a technician appointment. The tech came in November 2024 and said he would replace all 5 base cushions and some of the back cushion covers. I told him that this would not fix the issue of the sagging. He told me that visually it looks fine and that Tepperman's probably wouldn't ok a replacement. He left and told me he ordered the cushions and covers. We decided to put a piece of plywood under the cushions to give them better support (temporary fix). I received an update in December stating the parts were on back order and to keep waiting for another update. Today is April 21st with no update. I called again today to let them know I have had to put a piece of wood to fix the issue and that the parts they ordered are NOT going to fix my couch. Today they basically told me there is nothing I can do to get the proper parts to fix my couch. I did not spend $5000.00 to have to put a piece of wood in my furniture to make it comfortable. Any help on this would be greatly appreciated.

  

  Business Response

  Date: 22/04/2025

  Hello,

   

  It looks like we spoke to you yesterday regarding your concerns. The product was in your home for 10 months before you called in to report the issue, so we are following steps under the warranty and will do the repair for you.

  When you spoke with our team yesterday, we did offer you a $75 gift card for the long wait times for parts to arrive, and you did accept this.

  Thanks again for reaching out.

  Customer Answer

  Date: 22/04/2025

   
  Complaint: 23231371
  
  I am rejecting this response because: I called within the first week of purchase and was sluffed off. Honestly the reason I waited so long was because I am not one to complain and judging by your first response it was quite clear that you guys weren't willing to do anything for me anyway. Even if it was 10 months I still have warranty for up to one year do I not? Why will you not fix the couch that you sold me? The tech you sent even said "good luck getting that replaced". It doesn't take a rocket scientist to see that I have had to use a piece of wood to fix your piece of scrap couch. I've been waiting 5 months for parts that won't even fix it, what is a joke. I'm putting a stop payment on the couch, go ahead and put me in collections and I will see you in court. 
  
  Sincerely,
  
  Brittannie Mayot

  

  Business Response

  Date: 24/04/2025

  Good morning *********,

   

  There are no records that this was called in within 1 week of having the product. At this time, we will follow the warranty process which is for repair not for replacement. 

  Customer Answer

  Date: 25/04/2025

   
  Complaint: 23231371
  
  I am rejecting this response because:

  But you are not willing to fix the couch though, that is the problem here. Am I suppose to use a piece of plywood from now on? It has sagged since day 1 and this is not the first time I have brought it up. Your tech didn't even sit on the couch or look at it properly. He was actually here fixing the tv that stopped working. I do not want a broken couch, cushions and covers are NOT going to fix the couch. Why would I continue to pay for something that came broken, you won't fix, and takes months to get parts if ever. If you won't fix it I have to replace it. 

  
  Sincerely,
  
  Brittannie Mayot

  Customer Answer

  Date: 02/05/2025

  Teppermans was not willing to fix the couch they sold me or give me a store credit or anything. I now use a piece of plywood on my new $5k couch. Go Teppermans! 

• Initial Complaint

  Date:18/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 7th, 2024 I took my senior Mother to Tepperman's to purchase my Father a new bed. Upon talking to a very nice salesperson we decided to purchase a twin bed & the salesperson suggested a box spring 4" to accommodate the mattress we already had. He looked at the measurements of the bed & added the mattress size & confirmed a 4" boxspring would be needed. He said if it is not needed we could return it as long as it was not used & the packaging remained unopened.I had drove from out of town to buy this bed & then had to come back into town with a vehicle big enough to get it to my Mom's place. I picked up the bed & boxspring on Dec 7th, 2024 & my husband assembled it on Dec 8th. After assembling the bed we found that the box spring would make it too high for an 85 yr old man to get on. We knew at that point it would have to be returned. On Dec 17th, 2024 I returned to Windsor with a vehicle to bring it back to Tepperman's. I then entered the store & waited my 40 minutes in line to explain I would like a refund. The clerk called the return/customer service ******** was immediately told they do NOT take returns. I was pretty upset as I was told by the salesperson I could return the boxspring if unopened & unused. They customer service person then went on to say "Why did you wait so long to return the mattress" What? It is Dec 17th, 2024; I live out of town and the bed was assembled on Dec 8th. Nine days is too long for a return? I was told I could get store credit but I could not get my money back. My complaint being why does Tepperman's not advertise they do not accept returns? Why did the salesperson say I could return it. I left the store pretty upset over a measly ******. The point being they are down right lying to their customers. I figured at this point all I can do is tell my story to the thousands of people on social media. To my surprise I came across a Windsor *************** with over 50 others in 2024 complaining about the same issue on No Returns.

  

  Business Response

  Date: 20/12/2024

  Hello,

   

  We have reached out and left a message for you to contact us at ************** to discuss a resolution.

   

  Thanks,

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recliner Chair purchased in December 2023. Not delivered until end of January 2024. Seat cushion ripped/wore and frame is wobbly/unsecure. Reported under warranty. Responce was , both the cushon and frame will be replaced. IT NEVER WAS, After many automated email say they are working with the manufacturer. Phone ****** to customer service renders the same response. This time line is completely unacceptable Completely passing the ***** This business is poor and untrustworthy, this is why a refund is requested so we can shop elsewhere. No confidence with this company if another issue were to arise. Poor business practice.Recliner chair purchased as a Christmas gift in beginning of December 2023. Delivered end of January 2024. Chair cushion tore/wore and frame loose in May 2024. **************** notified immediately. Told a replacement will be 4 weeks. Multiple calls to CUSTOMER "not" SERVICE. Told same story that it's not their fault, nothing they can do. Ironically enough I called customer service again today. Put on hold. While waiting I was able to Heat up dinner, shower and file this complaint, all while on hold. We just want a refund to not have to dealwith this company. Worst company ever.

  

  Business Response

  Date: 05/12/2024

  Hello,

   

  Thanks for touching base with us today. We're so glad we were able to come to a resolution that worked for both sides.

   

  Have a great day!

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a stove from Teppermans, Windsor *******. It broke within a couple months of having it, took 2 1/2 months to get anyone out to fix it, 2-3 months later it broke again taking another month to fix it. Purchased dish washer same time, it was new but returned from someone, price was reduced, after having it for a few months it broke, called to have it repaired and was told there was a 90 day on it, which we were never informed of any 90 day policy, not written on the bill and no one had told us. I would not have purchased it. Went to the store, talked to manager ****** **** and explained it to him. He said he would check into it, and someone would get back to me by 4:00pm. A woman called and said it was not covered, I was trying to explain myself about never being told about the 90 days, and she hung up on me. I do talk a little louder than normal, I was not swearing at her, I just talk loud. So called ***** **** the manager and explained what had happened, he said I was talking loud and I said yes that is just how I talk, then he said " well you are making me mad the way you are talking" , and I had explained once again that is just how I talk. He told me how I was making him mad another 2 or 3 times. Then said "what if I get your money back?", I agreed. He told me he would get back to me within 24 hrs and said " I just want to make sure you don't think I am hanging up on you." Which I took as being a very smart comment. It is all recorded, he has still not gotten back to me. So they say they will not cover dishwasher... I have spent over $40,000 at Teppermans and my son just spent $4000 the last year on top of what he has spent over the years. After 2 appliances breaking within months of having them multiple times, and after the way I have been treated and talked to and dragged around from phone call to phone call, I will not be purchasing anything from Teppermans again.

  

  Business Response

  Date: 10/10/2024

  Hi Bob,

   

  I do apologize that you have had some concerns with your appliances. I can confirm for you that on your bill of sale - it does state the following: Appliance & Electronic regular and extended warranties are the responsibility of the manufacturer / warranty company and their authorized depots. 

  It also does outline on that bill of sale for your as-is dishwasher that it is final sale, no returns. 

   

  If you'd like, I can email you a copy of this invoice for your review.

   

  Thanks

• Initial Complaint

  Date:26/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 9, 2024, we purchased a mattress from Teppermans Windsor location, specifically requesting a medium firmness mattress suitable for side sleepers. We paid $617.70 + HST and scheduled delivery for September 21, 2024.Unfortunately, upon using the mattress for the first time, we realized that a firm mattress was delivered instead of a medium firm one. We reached out to customer support via email to resolve this issue, but we did not receive any support. The feedback received from Custom Support was very concerning.I request that Tepperman takes full accountability for this inconvenience and arranges for a suitable replacement mattress of medium firmness as soon as possible. Given the circumstances, I find it appropriate to request that the replacement is delivered within 48 hours, as the current mattress is unsuitable for our needs and causing us a great inconvenience.

  

  Business Response

  Date: 07/10/2024

  Hello Samer,

  Once a mattress is in home, we do not take it back unless authorized by the manufacturer under warranty. Unfortunately, this is not something covered under warranty, as this is considered a comfort issue. The product you have is what was ordered, and mattresses do have a break in period. We suggest allowing the mattress time to break in. 

   

  Thanks

  Customer Answer

  Date: 07/10/2024

   
  
  Complaint: 22345080
  
  
  
  I am rejecting this response because:

  My Initial message indicated that we ordered a Medium-Firm Mattress and instead we received a Firm Mattress.

  As you know, mattresses are classified by their firmness levels: Plush, Medium Firm, and Firm. The mattress I received does not match what I asked for when I went to your store to place an order as the Mattress delivered is Classified as Firm (this is not based on feel, this is based on the actual classification of the Mattress vs. the classification of what I asked for when I placed my order). I understand the policy on returns after delivery, but I believe this should not apply in this case, as the product delivered is not what I requested.

  Sincerely,
  
  
  
  Samer Moussa

  

  Business Response

  Date: 07/10/2024

  Hello,

  The mattress in your home matches the one that was selected in store and is on the invoice. You received the mattress you chose in store. Unfortunately, we are unable to take the product back.

   

  Thanks,

  Customer Answer

  Date: 08/10/2024

   
  
  Complaint: 22345080
  
  
  
  I am rejecting this response because the claims made by the business are inaccurate.

  I request that the business provide the outcome of the investigation that led to these claims, along with any evidence that supports their assertion that the mattress delivered is the same one I selected.
  

  I specifically ordered a mattress classified as Medium-Firm but received one classified as Firm.
  

  If no evidence can be provided, I will escalate this matter through all available channels. Additionally, I kindly ask the Better Business Bureau to note my willingness to participate in further reviews, including discussions with the media.
  

  Sincerely,

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 22345080.

  Regards,

  Samer Moussa

• Initial Complaint

  Date:20/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a bed for our son approximately nine months ago. The mattress was sold as a "bed in a box," and we initially came into the store for a chair for our daughter's nursery. During our visit, we also found a great deal on a queen mattress, which we anticipated needing for our son in the future, despite not requiring it immediately due to our ongoing home remodeling. At no point during the purchase were we informed that the mattress should be opened within 4-6 weeks. Additionally, we were not made aware that failure to do so could result in a lack of support or compensation for any potential damage. Upon opening the box, we discovered significant damage to the mattress, including springs protruding and a large hole. The box itself showed no signs of damage, as evidenced by the detailed photographs we provided to Teppermans. Since this incident, we have contacted customer service four times and received inconsistent information. One representative stated the mattress should be opened within 4-6 weeks but acknowledged a lack of awareness regarding this requirement. A service manager at the Windsor, ******* location mentioned a 24-hour notice policy, while also suggesting that assistance could be provided if we contacted the store within a month. This inconsistency raises significant ************ a loyal customer who has spent nearly $40,000 at ********************** over the past ten years, I am disappointed by this lack of clear communication and support. We had plans to purchase additional items, including a sectional couch and laundry appliances totaling over $5,000, and it is disheartening to think we would not receive assistance regarding a damaged mattress valued at $600. There was no warranty information included with the mattress, nor were we informed of any timeline requirements at the time of purchase. I would appreciate guidance on how we can resolve this matter. We also contacted ****** Tepperman to discuss our concerns further.

  

  Business Response

  Date: 21/09/2024

  Hello ******,

   

  We do apologize for your frustration in this matter. Unfortunately, the product has been in your home for a year and your bill of sale does outline any cosmetic damage needs to be called in within 24 hours. At this time, we we would not be able to offer a replacement or a store credit for the product.

   

  Thanks

• Initial Complaint

  Date:28/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new bed and adjustable frame on July 12 from sales rep ******************* on the Outlet side of the store. They said it would take 2 weeks for the frame and 2 days for the mattress and said we could pick up both in 2 weeks. After a detailed discussion with them about if it would fit in our ***** CRV we decided to get the mattress right away and the frame in 2 weeks. They were supposed to call when the mattress was in and we could pick it up. No phone call so I thought being a Friday that we purchased I would give it 2 days from Monday and called on July 17th asking when we could pick up the mattress. After a few hours waiting for a return call I called back and was told that it was ordered with the frame. I explained we did not agree to that and reminded him of the discussion from the 17th. He appologized and said it would take 2 days to get them mattress here. I brought up that I was not happy with the lack of communication and requested we be called as soon as it was in. Again no phone call now July 26 it would be time to pick up the frame too. Still no phone call so Monday July 29th my husband borrowed a truck and went to the store to pick both the mattress and the frame up. They only had the mattress and was told the frame would be in August 24th. They have had my money paid in full for a month and a half. Well it is August 28th and still no phone call. My husband has left a message and nothing. I want them to give me a full refund and come get them mattress.

  

  Business Response

  Date: 29/08/2024

  Hello ********,

   

  I took a look at the file and it looks like we spoke with you today, and our warehouse team is coming to pick up the mattress and we are doing a full refund for you once product is back in the warehouse.

   

  Thanks.

  Customer Answer

  Date: 29/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  If they ever show up. Been wait 3 hrs

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:28/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ****** and ****** mattress from Teppermans in August 2022.The mattress was delivered, we did not sleep on it initially as our primary bedroom was under renovation. Upon sleeping on the mattress it became apparent that there was a slope/dip in the mattress and it was defective. Over the last two years *** repeatedly contacted Teppermans and had their technician come and review the mattress. The slope is over 1 inch but the manufacturer warranty is 1.5 inches. *** been told that perhaps my body weight caused the slope by their Manager, *******. I was then told that I can pay a user fee and have the mattress returned and can get a new mattress less the user fee. So essentially paying for the old mattress and not receive a new mattress of equal value. I have contacted every manager, VP and finally reached out to ****** Tepperman with no resolve. Ive suffered chronic back pain, hip pain, as a result of this defective mattress. In addition, time and effort speaking to representatives in the phone, and waiting for them to attend in person to assess my mattress over the last 2 years. Id like my mattress returned and refunded.

  

  Business Response

  Date: 06/08/2024

  Hey ******,

  Thank you for allowing us to better understand the concerns with your mattress. After review of options available and the concerns brought forward, the refund towards the mattress was issued. Directions on steps forward were communicated when we attempted to call you and left a voicemail. If you have further questions or concerns, please reach out to our customer escalations group at ********************************************.

  Thank you!

  Matt.

  Customer Answer

  Date: 06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:16/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, June 12, 2024 I purchased a Sealy Posturepedic Queen size mattress from the Kitchener Tepperman's location. The total cost of the mattress after tax came to $1,320.86. The mattress was delivered on Saturday June 29th, 2024. The Sealy Posturepedic mattress I received from Tepperman's is defective. After sleeping on it for less than two weeks it has started to sag and cave inward. I called customer service on Tuesday July 9th and had a visit from an in-home technician two days later on July 11th. I was sure of either an exchange or a refund after seeing the technician. He acknowledged the significant sagging and lack of support. Unfortunately I spoke to a customer service representative from **********************'s later that day (July 11th at 4:30pm) and was informed that the mattress was not deemed defective enough for exchange or refund. Apparently if it was caved in a quarter of an inch more something could be done. Obviously as a paying customer this is not a satisfactory response. The mattress we received is not the same one that we tried in the showroom at Tepperman's Kitchener location. It has no support. It must have been damaged or not stored properly and cannot be compared with the mattress that we bought and paid for in the showroom. Tepperman's has refused to honour the 10 year warranty on the product that we purchased from their store. As well as ******* 90 - Night trial period that the company advertises. They claim that until the mattress is in a complete state of dilapidation they will not honour the warranty. My husband and I have been long time customers of **********************'s. We have already spent thousands at the ********* location and were planning on shopping there for all of our future home appliance and furniture needs. if this this cannot be resolved we will be taking all of our future business elsewhere. Thank you for your time,************************************* Please reach me at ************** or email at *****************************

  

  Business Response

  Date: 24/07/2024

  Thank you, ********* for taking the time to talk with me about your concerns.

  As a follow up to our conversation, we discussed the recent inspect of the mattress as it relates to the manufacture's warranty and how, although you feel the mattress is defective, the inspection shows no depression that would indicate the mattress is defective and would not be something covered by the manufacture's warranty. It was noted that the bed frame being used, while it does have a center support that spans left to right on the mattress, there are concerns that there are no center leg support on that cross beam.

  We realize you are not enjoying your nights rest with the mattress, and we discussed the option of reselecting into a new model of mattress that better suits you and would waive any delivery fee associated. Considering the support on the bedframe, we do caution, should you select a new mattress that also presents a dip in the middle, the concerns of the bedframe would need to be addressed. In our conversation you mentioned that you were seeking a 90 day guarantee that if you choose a new mattress and are not pleased that you can return for a full refund. While I can appreciate that's something you are seeking, it is not an option available for us to offer. You indicated that you wanted to review the path forward with your husband before making a decision and voiced your overall dissatisfaction with the lack of a trial period and overall process engagement.

  We do apologize that we could not fill all your expectations, but we hope that choosing a new mattress will help you find the good nights rest you are seeking.

  Thank you again for taking the time to help us understand your concerns and attempt to find a path forward. We hope to hear from you soon.

  Kindest regards,

  **** - Associate Manager, Customer Care.

  Customer Answer

  Date: 30/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************