Complaints

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:09/07/2023

  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.

  We ordered a mattress and box spring from this company, told me they had it in stock in their basement and would deliver it yesterday, Wed., Sept. 6. The box spring was even with the frame and when I put my dust ruffle on it overflowed the box spring. The two people that delivered it, ******* and ****, in the owner's truck, no sign on the truck. As I was trying to clean quickly under my bed, when they put the box spring in there I said it is not going to work. The owner said he never lost a sell over a dust ruffle, you can buy another one anywhere. I told him you can't just get them anywhere. He had another one and this made the bed higher and it would be difficult for me to get in and out of the bed. I asked if I could return it. I didn't see them take the p***tic off the box spring. The took it out and left. I called him later and he told me it would cost $550 restocking charge. I feel this is way too much. The total fee was $2,607.62 for the whole thing.
  
  I don't think I should be charged anything, they are only 12 minutes from where I live, and all they did was bring it and I tried it and took it away. I don't see where there was p***tic on it.

  

  Business Response

  Date: 09/19/2023

  To Whom It May Concern,
  
  On Saturday, September 2, 2023, **** and ***** **** visited
  our showroom, where they spent approximately two hours with our sales
  representative, *******. During their visit, ***** mentioned to ******* that
  they had a bed skirt. The couple left with four separate invoices, each
  containing handwritten measurements. These measurements were meant to help them
  determine the best products to complement their existing oak bed, taking into
  account mattress and foundation thickness.
  
  Subsequently, on Tuesday, September 5, 2023, ****, and *****
  returned to our showroom, having reviewed the information and measurements at
  home. A mattress set decision was made, delivery was scheduled for the
  following day, Wednesday, September 6, 2023. Upon arrival, our STL Beds team
  which included me and ******* C. removed the old mattress and foundation from
  the bedroom, placing them outside to clear space for the installation of the
  new components.
  
  We provided the couple with some extra time to vacuum and
  clean underneath the bed once they finished. ******* and I proceeded to install
  the new low-profile foundation with the p***tic removed, as per ***** and
  Mike's decision and measurements, ensuring it fit seamlessly with their
  existing headboard, footboard, and wood side rails. The couple also installed
  their bed skirt during this time.
  
  However, after the installation was completed out
  of p***tic, **** approached ******* and me, expressing dissatisfaction with
  the fit of the bed skirt, which was now lying on the floor. It was explained
  that the new 5" tall foundation, compared to their previous 9" tall
  box spring, had caused their custom-made bed skirt to hang lower than desired
  by approximately 4 inches.
  
  To address this issue, we offered to exchange the 5"
  foundation for the 9" foundation. However, we highlighted two potential
  challenges that would arise from this change:
  
  The new 9" foundation would raise the entire mattress
  set, potentially obstructing the aesthetics of their oak headboard.
  The increased height of the mattress set might pose
  difficulties for ***** to get in and out of bed, given her shorter stature.
  ***** appeared confused and sought further clarification. We
  suggested a practical solution: we could temporarily retrieve a 9" tall
  box spring (the same height as new one offered) from our truck and reinstall it
  with the bed skirt. This would demonstrate how it addressed the bed skirt issue
  while illustrating the height implications posed by the 9" foundation and
  the new 12" thick mattress.
  
  It took some discussion, with **** **** assisting in
  explaining the situation to *****. She appeared distressed throughout this
  conversation and expressed her inability to accept the current arrangement. It
  was discussed that returning the set would incur significant charges, including
  service fees and restocking costs, as the mattress was no longer in a new,
  sealed condition and would need to be discounted for resale. ***** would be
  responsible for covering this discount, amounting to an estimated $400-500. We
  clarified that acquiring a new bed skirt would be a more cost-effective
  solution, allowing her to purchase several replacements for the same cost.
  
  At STL Beds, for 38 years we have consistently gone above
  and beyond to accommodate our valued customers. Our stellar online reputation,
  reflected in our 3rd party reviews, and our A+ BBB rating, are living proof of
  our commitment to customer satisfaction. We spared no effort in exploring all
  available options to find a solution that wouldn't incur additional costs, and
  we truly appreciate *****'s unwavering stance.
  
  In this instance, it's important to note that STL Beds does
  not typically offer a return policy (*See Note) for our mattresses. However, we
  made a special exception for Mr. and Mrs. ****. The expenses associated with
  the initial discounted delivery and the time devoted to this matter were more
  than reasonable, considering the effort and service provided. Furthermore, the
  fee applied to the mattress was a generous one, especially given that this
  $2,263.00 mattress will ultimately be discounted by over $350.00.
  
  We understand that people's concerns have been heightened by
  factors such as the ongoing challenges posed by COVID-19 and potential issues
  related to mattresses that aren't considered new and sealed from the factory.

  
  The cost breakdown is as follows:

  
  An initial discounted delivery fee of $100.00 (Regularly
  $120.00, non-refundable). This was initially estimated as a 15-minute
  in-and-out job.
  A second discounted service time of 1 hour billed at $100.00
  (Regularly $120.00).
  A $350.00 restocking fee for the
  opened mattress and foundation (Non-Returnable item), which now must be
  discounted.
  The remaining amount $2057.62 was
  refunded in full to Mr. and Mrs. ****
  $322.28 is 14.24127% of 2263.00, a fair value restocking
  fee for the opened mattress and foundation. After tax which brings the mattress
  set portion of the fees up to $350.00 we are just over 15% which is still more
  than fair. Tangible products are taxable at 8.6% in Arnold, Missouri.

  
  * This was a Non-Returnable item. We made an exception for
  the ****s unique situation that they agreed to.
  *  **************************************

   

  
  Sincerely,
  ******* S ********** - Owner

  Customer Answer

  Date: 09/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: It wasn't a special order. I didn't even see the p***tic being taken off it was in their lower level of the store so they already had it in stock.  We did not get any paperwork that included measurements or any paperwork saying that the mattress could not be returned. 

  They delivered the mattress in 20 minutes.  I put my dust ruffle in the dryer and they put the mattress on my bed and my husband vacuumed the area all in 5 minutes.  I told him the issue with my dust ruffle and that it was not the correct measurements, it was 4 inches all the way around and that it did not match my bedroom set.  He abruptly told me he had never lost a sale because of a dust ruffle and that I could just go and buy one anywhere.  I told him I couldn't just go buy one and that I wouldn't be able to hem it up 4 inches from the floor.  I am 78 years old and can not bend to hem it. So I told him it was not acceptable and he told me again that  I was taking up there time and a restocking fee and extended delivery time would be charged to me. They did not take more than an hour to deliver the mattress and bring it back to their store.  As I said they already had the mattress in stock in the lower level of their store.  The fees they charged are extremely inflated and unreasonable. 

  I called Discover and reported it to them and they have credited me 2057 dollars.  There is still a fee from STL Beds of 550 dollars.  They are charging me 550 dollars for an hours worth of their time in delivering a mattress and asking them to take it back immediately because it was not acceptable at all.

  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 09/28/2023

  The paperwork the customer is
  referring to, which included measurements, was printed out in the store on
  9/2/23 and given to the customer to take home for review of products offered
  and mattress and foundation thickness measurements. On each invoice/estimate,
  the thickness of the mattress and foundation option was provided and then handwritten on their copy by ******* Coffman, the sales associate.
  
  I have included the proof of the sequential QuickBooks file for all ****'s STL
  Bed's transactions. Please note that each of the numbered invoices was created
  and provided to the customer on the same day, 9/2/23. Notice that each invoice
  is in numerical order, ending with the following numbers (59, 60, 61, and 62).
  The customer's decision to purchase the 3rd estimate shows that we did provide
  four paperwork options. There was actually a 5th invoice. This one takes the original
  purchase that was made and adds an 'R' for the refund receipt. 61R references
  the $2,057.62 refund of the mattress set purchase, Invoice #*******************.
  I have included documentation for the BBB showing all the transactions below,
  including attached screenshots of each. We cannot provide the hand-noted
  customer copies with measurements because they were given to the customer to
  assist in their decision-making process.
  
  9/6/23 Refund *******************R **** and ***** **** -$2,057.62 Refunded
  9/2/23 Estimate/Invoice Voided #112-2434882-8745062 **** and ***** ****
  9/2/23 Paid for on 9/5/23 Invoice #******************* **** and ***** ****
  $2,607.62 Paid in Full
  9/2/23 Estimate/Invoice Voided #******************* **** and ***** ****
  9/2/23 Estimate/Invoice Voided #*******************
  
  Our "Return Policy" is posted at the bottom of every page of our
  public website at **************************************.
  Items that cannot be returned are as follows:
  
  •            
  Assembled and/or Modified items or items out of the original packaging
  •            
  Mattresses / Foundations
  •            
  Waterbed mattresses that have had water in them
  •            
  Custom-made or special request items
  •            
  Opened bedding materials
  
  The $550.00 charge was not inflated. The charge encompassed more than just a
  restocking fee. To break it down:
  ***** and **** were initially charged a discounted delivery fee of $100.00
  (regularly $120.00) along with their mattress set purchase. This service
  covered the trip to them (15 min.) and back (15 min.) to the shop, along with
  15-20 minutes of job site time. This should have been an in-and-out job. This
  initial service we provided is non-refundable.
  
  They were also billed a second discounted service charge of $100.00 (regularly
  $120.00) for the overrun of time and were billed for an additional hour of
  service. This charge reflects the extra time spent on the job beyond the
  original quoted job. This is documented by our departure, which included a
  phone call to let them know we were en route. We also have departure and return
  from the job site that includes date and time-stamped video footage. Service is
  billed at an hourly rate, not by the minute.
  
  The $350.00 restocking fee was applied to the opened mattress and foundation,
  both of which now must be discounted due to their condition. From the
  consumer's perspective, an open mattress is considered used, and they expect a
  discount for both the mattress and foundation being opened, as noted in earlier
  documentation, at approximately 15%. Restocking fee.
  These charges and their breakdown are provided to offer clarity regarding the
  $550.00 charge. It's essential for the customer to understand the reasoning
  behind these fees. If further clarification or resolution is needed, please do not
  hesitate to reach out, and we will work diligently to address your concerns.

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: We never received any of the information he has stated in his response. He sent this information after we filed the complaint with BBB he did not give us any of this at the time of purchase.  We have not even seen this paperwork until now.  He was only in my house 1 hour and wants to charge me 550 dollars for restocking. He is lying because we paid him before we even received the mattress.  He is trying to cover his error. He thinks he can just charge us any price he wants and that is unacceptable. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****