Michael
I received a Temper Pedic Cloud firm…
I received a Temper Pedic Cloud firm pillow from an online purchase. Three days later, due to it not being as firm as I'd like, I called to return it. The associate at the store said "first of all, we do not accept returned pillows. It is policy." I did like the way he told me nor that policy. I understood the reason for the policy; however, I did not like like lack of customer satisfaction. He took my number and said someone will be following up with me. Meanwhile, I went through Mattress Firm's website chat and chatted with two different associates (because one got disconnected). They both said it's policy too and no return. I advised all 3 associates, who I spoke/chatted with, that I'd give an unfavorable review of my dissatisfaction of no return. The good reviews were the reason that I bought the pillows. Thus, reviews weigh heavily. Three hours later, corporate called me and advised that they'd refund half of what I paid and that I could keep the pillow. Although it wasn't the full refund that I desired, I was very happy with this gesture. They turned an unsatisfied customer into a satisfied customer.