Reviews

Review Details

• Review fromSHEILA B

  Date: 02/11/2025

  1 star

  SHEILA B

  Date: 02/11/2025

  I made several trips into The Back store to test new mattresses and found one I thought would help with my hip and back pain. I made several calls about the mattress I chose and verified size and type. I also made sure to tell the sales person not to open the box as she said it would be opened and expanded being a memory foam hybrid but I explained again please don't open I will allow the mattress to expand. The mattress was delivered opened and did not seem to be in new condition or the mattress i purchased. I called the store the next day ( because the mattress was delivered after hours ) and explained it was not the mattress i paid for, it was opened after i requested it not be and did not look new. I was told i was confused lol wow and did not know what i paid for ugh, ( EVEN THOUGH I WENT IN AND LAY ON 15 MINS ROLLED FROM SIDE TO SIDE CHECKED THE LOOK OF THE TOP AND LOOK OF THE MATTRESS A COUPLE OF TIMES BEFORE PAYING) there was an apology for it being opened saying the sales rep must have not heard me REPEATEDLY said dont open and was told i could buy a more expensive mattress. My only compensation for all of this dishonest business practice is to give them more money for another in exchange. If I cant trust you to deliver what I paid for initially why would I give you more money. I would not buy another nor recommend this store. I am stuck with an uncomfortable possibly used mattress. They are not honest and I say use extreme caution in buying here.

  The Back Store

  Date: 02/12/2025

  At our store, we prioritize customer satisfaction and work hard to ensure that every purchase is fulfilled correctly and in brand-new condition. While misunderstandings can sometimes happen, we cannot allow false statements or misleading claims to go unchallenged.
  Ms. B**** personally visited our store multiple times, tested the mattresses in our showroom, and ultimately selected the specific model she wanted. She received the exact mattress she ordered, and upon delivery, she signed a confirmation receipt stating she was “Very Satisfied” with the delivery, that it met her expectations, and that she accepted the mattress in new and satisfactory condition.
  Addressing Her False Claims:
  1. Request for an unopened item:
  o The customer was given the choice before delivery and specifically selected the pre-expanded option to avoid waiting for setup at home. We had multiple options available and went out of our way to accommodate this request.
  2. Receiving the incorrect item:
  o The exact model chosen was delivered. She received the exact mattress that she tested and purchased. We do not carry the “14-inch” version she claims to have ordered, making her statement factually impossible.
  3. Misunderstanding about communication:
  o Our team clarified the order details when contacted. We also offered a fair resolution—an exchange for another factory-sealed replacement—but this was refused. The customer made it clear to both us and their credit card provider that they wanted to keep the item and receive a full refund.
  4. Concerns about condition:
  o All mattresses we sell are brand-new. She personally selected this mattress in-store and confirmed acceptance upon delivery. We receive these mattresses new in the box from all of the top manufacturers – all of them at new. This purchase was no exception.
  Additional Context
  While we understand that sometimes misunderstandings happen in business, this case is different. Ms. B**** filed a chargeback with her credit card company, falsely claiming she did not receive the correct mattress. Upon reviewing the evidence, we now understand the credit card company is now investigating her for fraud. Her credit card company saw through her false accusations and easily decided in our favor.
  This is not about customer dissatisfaction—this is about a deliberate attempt to keep a product while also getting a refund. We stand by our commitment to honesty and transparency, and we encourage potential customers to review the facts and signed documentation before considering the claims made in this review.