The correct policy is: "we would be charged the difference +25% of the lesser cost, almost as if we were renting it" and if switching the size, the cost of the new +50% of the old. Today we went to change our queen size and Delvon, who identified himself as manager, said that we misunderstood the policy, that he has had this issue with guarantee not being properly explained multiple times before, with his sales people. If you downgrade to a less expensive, you pay 25% of the new selection (there would be no refund from the original purchase, nor a 2nd delivery fee) and OMF would donate the mattress we were unsatisfied with to mustard seed." We asked how they could afford to do that and she answered because most people are satisfied and its rare people change. IF that new selection is an upgrade to a more expensive bed, you simply pay the difference. What she told us is 12 year warranty, 1 year comfort & size guarantee- so we inquired further: if we do not sleep comfortably, or want to change the size, what happens? "If you buy the _ style, for example: orthopedic luxury and are unsatisfied, you return and make a new selection. despite our many questions, it appears her answers did NOT match written policy and now we are screwed.
she took the time to explain the difference between their quality & their competitors- they give you a tour with swing out versions from the wall so you can see and compare.
We have experience purchasing mattresses so we were aware of mark up, warranty, guarantee, etc- so we came prepared with lots of questions. We purchased 3 beds (1 queen: orthopedic luxury & 2 full: orthopedic luxury, and classic luxury) from Lynn at the Sandlake store.
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