Back Store-Relax the Back

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 integrity as a whole.

I love Relax the Back. My favorite Relax the back store was the one in the galleria but lately the workers at the Kirby location have stepped it up. Going to relax the back is like going to Sephora for your beauty products. Some of the products can be purchased somewhere else but the staff is well trained and very helpful. I love the store. Tiffany helped us so much when we came in. I read that she offered someone to sit in one of the massage chairs before they go and it made me laugh because she did that to us too which is pretty awesome. It isn’t like they just want your money. They want you to enjoy your experience.

Tiffany is AWESOME! She said «do you want a message before you go?». I was like hell yea!!! Oh this is goooooood… come buy something!

Wow guys way to score rudest sales associate of 2012, no really, even in january you’ve earned it for the year… I went into the Relax the Back Store near West U today looking for foam rollers and stretching equiptment for my clients and sadly had the rudest sales associate I’ve experienced in years… I also noticed that every item in the store was very over priced and could be found online for half the price… Unilocal!You said it best with «Eeek, methinks NOT!!». :/