Relax The Back — Local services in West University Place

Very poor customer service; untrustworthy; probably in questionable financial condition. I went to the store as a result of a sale postcard that was mailed to me. I asked if they had a mattress on sale and was told by the manager that the mattress that I wanted was on sale (it was a lightly used floor model) and was available in their warehouse. I spent at least 45 minutes in the store discussing and comparing mattresses and making this purchase. The manager said he knew the particular mattress I wanted was in stock, but in addition to that, he checked the computer to confirm it was in stock and entered the information into the computer. He told me twice that I could not cancel or return the mattress; that sales are final. I was charged $1,678 for the mattress set. We set up a delivery date for the following Monday.

Several hours later, he called to tell me that in fact the mattress they sold to me had been sold to someone else. I said "well that's fine but you can just send me another one of the same kind". He said no, the sale price only applied to the one I bought. I reminded him that sales are final and that we had a contract, and that I had spent a long time in his store, he had checked inventory before selling to me, and had made clear that I was making a commitment with my purchase. He said no, sorry, I would have to pay full retail if I wanted the mattress I bought.

I called their national office, and a manager of their customer service line told me my request was very reasonable and that she was very confident they could fix this problem and that I would be pleased with the outcome, and that she would get in touch with them and that I should be hearing from them the next day. The next day the store called to tell me they would give me a 25% discount on another mattress. I said no, all I want is what I purchased for the price I purchased it. He said "I'm sorry that we can't do business".

I called the national office again and the manager there then said "look, we don't own that store, it's a franchise and we can't force them to do anything but I'll try again." Two days later, I haven't heard anything. The fact is that ANY national brand would absolutely honor the price a customer paid for something in the exact same factual situation. A sale is a contract. The item I bought is not discontinued; they have many more of these. Resolving this is extremely simple, but instead it's a big fight. This is the way a poor, unsuccessful, financially desperate company would act, and/or a company that has not the first clue about customer service or integrity. It reflects both on this store individually as well as the brand. I will be reporting this to the BBB and all other relevant authorities. I would highly recommend not doing business with this store, given the fact that they do not believe their promises need to be kept. It reflects on their business...

I had been struggling with severe lower back pain that was muscular for a month before deciding to bite the bullet and visit mattress stores. Because I had been having lower back pain I figured it was time to try Relax The Back. I knew going into it that it could be a costly visit, but it was worth every penny. Linda is the lead sales associates at the store and she has worked there for six years. When I went in and explained my situation she was able to visually demonstrate how my sleeping techniques at night were affecting my spine and the surrounding muscles. I’m the type of person that thoroughly enjoys being educated on a certain problem. I want to know from beginning to end the full story. Linda expressed that purchasing a Tempur-pedic would be very expensive, but also would be an investment for the long term. She did not try to oversell me or complicate things; she truly listened to what my problems were and wanted to help. I ended up purchasing the Tempur-pedic Adapt Medium which they do not floor in-store. This is the very basic line of TP mattresses(~$800 difference). Relax The Back only offers the Pro line and above. I thoroughly appreciated Linda’s honesty to tell me that I did not need the pro line or higher because I simply did not need it. I went to other mattress stores after my visit to Relax The Back to lay on the Adapt Medium to make sure that it was what I wanted. I could have ordered the mattress from Mattress One or Gallery Furniture and had next day delivery, however, I truly felt that I had built a relationship with Linda at Relax The Back and I wanted to give her my business. She is the one who helped educate me through the process of my pain and I felt that I owed it to her because she was so diligent with me. Delivery and shipping took about a week after I purchased the mattress which was not ideal, however she was very transparent through the entire process of when the mattress was ordered when it was shipped to their warehouse and when it would be delivered to my house. I am 100% satisfied with my purchase from Relax The Back. Tempur-pedic was running a $300 promo and I used some of the $300 on items from Relax The Back. I got a body pillow and a Lumbar cushion for my car. I like the idea that the franchises allow their stores to have “home rooted customer service”. I have slept on my Tempur-pedic now for three weeks and my back pain is significantly better. If you are debating whether or not to buy a Tempur-Pedic, go on and do it. Don’t waste your time. Run, don’t walk to Relax The Back...

I can’t say enough good things about my experience at the Relax The Back stores in Houston, especially thanks to the incredible service provided by Dan Sconce. From the moment I walked in, Dan greeted me with warmth, professionalism, and a genuine interest in helping me find the right solutions for my comfort and health.

Dan’s product knowledge is second to none—he took the time to understand my specific needs and guided me through the store’s wide range of ergonomic chairs, zero-gravity recliners, and wellness accessories. He wasn’t just trying to make a sale; he truly wanted to improve my quality of life. His thoughtful recommendations and patient explanations made a big difference, and I left the store feeling confident and well-informed about my purchase.

The Relax The Back stores itself are beautifully laid out, with a calm and inviting atmosphere that encourages you to take your time and try out the products. It’s clear that they prioritize quality, and with Dan’s expert help, the shopping experience becomes not just easy, but enjoyable.

If you’re looking for ergonomic comfort, pain relief solutions, or just a more restful lifestyle, I highly recommend visiting Relax The Back in Houston—and make sure to ask for Dan Sconce. He’s a true professional who goes above and beyond for...