LEE COUNTY, Fla. - Mark Hemming says he shopped for months before finding his perfect fit at Mattress Land on U.S. 41. He says what he instead got were a lot of sleepless nights and a nightmare that just won't end.
"I think it's a poor way to do business. It's ridiculous and I hate it. I just don't know what to think about it,"Mark Hemming told us.
On September 2nd, Mark shelled out $1,000 for the mattress of his dreams.
"People don't think about it but a mattress is really a big purchase. They're not cheap and if you get one you can't sleep on, it'll ruin your day," he said.
And ruin his day is exactly what his new mattress has done. More than three months after his purchase and Mark still doesn't have what he ordered.
The first mattress they delivered had holes in it.
"It was obviously from shipping. They had already taken our mattress outside, so we called the store, they were going to replace it so we just kept the one with the holes in it until we could get it replaced," said Mark.
Then brought another mattress with holes in it which Mark looked at while in the truck and refused to accept.
"The holes were probably the size of a 50 cent piece. Like they probably got caught on a nail or you know just something in shipping which really wasn't that big of a deal except that I didn't pay for a damaged mattress," he said.
When the third delivery arrived, once again Mark checked it on the truck for holes, found none and the delivery crew took it upstairs to his bedroom. Once it was on his bed frame he realized: it was the wrong mattress!
"This mattress-- it's a perfectly good, new mattress that somebody would really like. We just don't like it. It's not what we liked when we sat on it, it's not what we paid for," explained Mark. "I believe if I paid for something, that's what I need to get."
So he made a Call for Action.
The company wouldn't go on camera but a manager by the name of Michael talked to us over the phone. He said he offered a free upgrade, but Mark said he just wanted what he bought.
When we asked the manager Michael about giving Mark a refund, Michael was adamant that it's the store's policy to never give refunds, period.
Michael blamed the first two delivery problems on the local delivery company. The third he says was his store's fault. However, he promised us he'd get Mark the mattress he bought
And Mark says he's giving them one last chance.
Mattress Land says the correct mattress, without holes, was supposed to be delivered on December 30th. A problem with the manufacturer delayed that delivery.
We're happy to report that Mark got his Mattress delivered on Saturday, January 4th and was finally able to get a good night sleep!