Bed Store — Hotel in Knoxville

Our experience with the Bed Store was far less that satisfactory to say the least. We spent over $7K for two top of the line Tempur-Pedic Twin XL Mattresses. The sales person was friendly and did have knowledge of the products we were considering which was helpful.

The issues we had were more related to the sales rep NOT being up front, open and honest with information related to the overall transaction and what we were entitled to and were not entitled to. We were told initially that "if the mattress my wife was buying was not comfortable for her we could exchange it for another mattress".

While this is TRUE what we were not told is:

A: You only get (1) One Exchange B: There is a $149 fee for the Exchange C: You cannot Exchange it for a Mattress that cost Less than the original purchase.

The other more impactful issue we had was we picked out another top of the line mattress and paid the newly announced $149 exchange fee. When they came out to deliver the new mattress and pick up the barley used one they said they could not do the exchange because the "Law Tag" had been taken off the bed and thrown away. Now this was the first time I had ever heard the term "Law Tag" in my life but was told by the sales person that he was confident that he had went over all that with my wife and I during the sale. It was also pointed out that this information was on the back of the sales receipt (in the fine print).

I was told they have a picture of this tag from when they delivered it to our master bedroom. But The Bed Store claims its out of their hands and its the MFG's rule that if the Law Tag is removed the warranty and exchange polices are null and void. When I and my wife told the sales rep that were were not told anything about a Law Tag we were told "Yes you were Mr. Davis I know I told you that. I am good at my job and I always tell customers the same thing". SO The Bed Stores position is that they told me that I could not take the Law Tag off the $5K Mattress or my Exchange and Warranty would be void BUT I DID IT ANYWAY (nonsense). Who in their right mind would do that??

To add to my dissatisfaction with both The Bed Store and Tempur-Pedic the supposedly irreplaceable Law Tag was a foot long piece of material stapled to a larger piece of card stock that was attached to the mattress with a 2 inch piece of fine ribbon that was very easily removed. Now if this data was so critical to the life of the mattress why is it not sewn into the cover of the mattress on the side or back. Why make is so easy to remove? So they can claim they have no return or warranty responsibility whatsoever. Slippery on the part of The Bed Store and Tempur-Pedic.

The Bed Store did "Escalate the Issue to Tempur-Pedic" and was "Denied Approval" to exchange the bed for another mattress by the same parent company Sterns & Foster. Not like I was trying to take my $5K to another manufacturer.

Bottom line. I have been in sales for over 30 years. It is the sales persons job if done correctly to educate their customer on the key aspects of the sale. Including not letting out the details of the exchange policy and fees associated with those policies trickle out over time after the customer made the initial purchase. That is deceptive behavior in my opinion because the sales rep did not want to loose a high end sale because we only were entitled to 1 Exchange or there was a fee associated with the exchange. That tells me all I need to know about the sales rep and The Bed Store. While they claim they have your best interest in a good nights sleep in mind their actions show that they ONLY care about making a SALE.

My strong recommendation is SHOP SOMEWHERE ELSE to purchase your Mattress. BOTTOM LINE.... I am stuck with a VERY expensive product that...

EDIT: Wow! I just had my mattress delivered and I had to come back to edit my post. Jeff and Trey were my deliverers and they completed my amazing experience. They were on time, polite, and so pleasant! Jeff explained how to best care for my mattress protector and they both worked as a team to quickly and effectively maneuver my mattress and box springs to the second floor. My experience with Jeff and Trey just reaffirms my positive opinion of The Bed Store. Thanks, all!

The Bed Store, put simply, is exceptional. After a day filled with seemingly endless used car salesman-esque pitches, gimmicks, and pushes to over-purchase, my fiancé and I were beginning to wonder if keeping our 15 year old double bed was the best option (the fact that we had that thought should tell you all you need to know about our experience at other stores). Finally, we had the good fortune of going into The Bed Store in Turkey Creek where we met Kenny. Kenny was personable, knowledgeable, and made us feel like old friends. He listened to what we wanted and presented us with plenty of options that suited both our needs and our budget. We found an incredible mattress, but decided to sleep on it (pun intended). We didn’t feel any pressure to purchase, and Kenny offered to keep in touch as we made our decision. He made good on his word and emailed us to check in a few days later. Kenny’s commitment to exceptional customer service and vast knowledge of product sold us on The Bed Store. Kenny kept in touch throughout our consideration and answered all of my questions (I had many as a first-time mattress buyer). Needless to say, we came in a few weeks later and happily made our purchase! Goodbye, decrepit old double bed! If you’re looking for an immaculate showroom, attentive customer service, and top of the line mattresses for all price ranges, do yourself a favor and visit The Bed Store in...

BYOF

Bring Your Own Frame.

Who would have guessed that spending nearly $2K for a new bed does not include a frame to put it on?

It would have been very helpful in making a buying decision if the salesman, Kenny, had disclosed this; but, he never mentioned it. Kenny was quite well aware that I did not already have a frame, since his delivery crew would not be picking up and removing an old bed.

Imagine how stunned I was when the bed I had been waiting for finally arrived, minus the frame. I had to believe it was a mistake that would be quickly corrected.

Nope. Too bad for me. My bedspread can just drag on the floor. The deal is done, the store has my money, Kenny gets his commission, I can buzz off.

The delivery guys were as empathetic as they could be and tried their best to rustle up a frame. Maybe flipping the script for a few days would be good for everyone.

It’s always a bit sketch when any business has a slew of glowing reviews and zero negatives. I should have known better.

They will not tuck you in. They won’t even provide a basic bed frame. Horrible customer service.

Update in response to the store’s post:

What a petty little hill to choose on which to die.

Each and every person I have spoken to, and I have talked to lots, has been shocked that a retailer would deliver a brand new mattress and box springs without a frame.

Better retailers gladly make small concessions in the interest of maintaining their goodwill; and a bed frame, to this type of retail store, is a very small item.

Some stores choose, instead, to fight to the death over trivia. After all, how often will you be coming in...