Boxdrop Grand Rapids

Due to the claims made in this review, we feel it would be beneficial to the public to describe the entire scope of this situation in detail!

This individual came to us in early August. I (Kevin) worked with her one on one for over 2 hours, showing her all of our options and helping her decide which mattress and frame would work best for her. She required a very specific type of comfort due to weight concerns. She did look at our $110 king size mattress but quickly determined it was not right for her due to weight concerns and comfort. We do, in fact advertise and offer a basic king mattress for $110. As all businesses do, we advertise our lowest priced item, and inform customers when they contact us that we have various levels of quality and prices. We offer all products 30-80% below retail due to our low overhead. Many customers love the $110 king, but it is the lowest quality and not for everyone.

After 2 hours of going over all options and having her test several mattresses, she decided that she loved one and wanted to purchase it. We are just a husband and wife team so we are well known for no pressure and being very up front and explaining everything very well to our customers. We do not employ pushy sales people or use pressure tactics! She is correct, we do have HUNDREDS of excellent reviews from our customers on various platforms across the internet! We have been in business 3 years and have earned an excellent reputation with the West MI community!

This customer did not bring her spouse to test out the mattresses, and was quite indecisive. Understanding that I wanted to make sure there was no pressure and she was 100% certain it was the mattress for her! She insisted this was the one she wanted so we moved forward with the transaction. At our store we offer items at discounted prices so we do not offer any return policy or exchange policy. All sales are 100% final because we do not mark up items to cover a return policy in our price. On our receipts the policy is clearly outlined and explained in full on the back of the receipt. Because of her indecisiveness I did take extra time to explain our policy to her and asked her once again if she was certain she wanted it. She again assured me she did. She signed her receipt, agreeing to our policy and then we loaded her mattress! She signed again once the mattress was loaded, agreeing that she had received the item on her receipt!

About 4 days later the customer contacted me asking for a refund because the mattress was not the one she tried at the store. I was immediately concerned because we have never gotten a complaint from a customer about the memory foam sapphire sleep. It alarmed me that there may be a customer who received an incorrect mattress! Her claim was that the mattress she took home was not a sapphire sleep mattress and it did not feel anything like the display. Immediately I asked the customer to provide me with the necessary information so we could process a claim for her, and advised her also to email customer support at Sapphire sleep and inform them of this issue. I asked the customer to please provide me with pictures of the Law tag on the mattress, pictures of the thickness and sides of the mattress, and a picture of her receipt. These items are required to make a warranty claim. Manufacturers will not consider a warranty claim without proper documentation and evidence of a problem with the item.

The customer never sent any pictures of the mattress or tags. I waited for 3 weeks for her to send the requested items. We even offered to come inspect the mattress in person and take the pictures ourselves. All we received from this customer was a very questionable video from more than 10 feet away from the mattress. She refused to cooperate with our requests for info or for a visit to inspect the mattress and help her get a replacement.

We genuinely wanted to get her a replacement if the mattress she took home was improperly packaged or labeled, and wasn't actually the one she purchased. But this customer was not actually interested in doing that. She wanted a refund and knew that wouldn't happen if she gave us the information because it would prove the mattress was actually the correct one she purchased.

After weeks of going back and forth with her she decided to threaten us with a lawsuit. At that point we advised the customer all sales are final and we will not be issuing a refund.

Folks, the bottom line here is this specific scenario happens about once per year. A customer comes in without their spouse, or simply with a lot of anxiety and indecisiveness. That customer will hesitantly make a purchase (knowing our all sales final policy because we explain it) and a few days later try to claim the mattress was not the same as the display. It is because they ended up not liking the mattress they chose, or their spouse was upset with them for buying it. We are happy to handle all legitimate claims but this is not one.