Looking for some advice or help.
I purchased a Purple mattress from Mattress Firm in 4/25 and by 2/26 it developed an internal tear or what I assume would be a split in the grid material that worsen over the next month to where it nearly spans the entire vertical length of the mattress. I filed a warranty claim through MF that was approved on 3/26 and that I received a warranty claim for the amount of $4400 which was the sales price of the mattress when I bought it. However, when I went to the store to create an exchange, the store states that I must pay full price for the mattress (sales excluded). This would mean that I would need to pay ~$700 to get another mattress of the same model.
I kindly asked if I could speak to a District Manager and the store took my info down and said that a manager would be in contact with me. After a week of no response, I called the store again and kindly asked again but I still got no response.
This warranty exchange cost difference does not make sense to me. MF sold me a mattress that would be defective within the first year and in order to exchange it, the customer must fork over additional money to get it replaced? To me, that feels like the customer is paying the price of poor quality rather than the manufacture/retailer.
Does anyone know where to go from here? I would just like to exchange this defective mattress without paying additional costs.
link to mattress:
Edit: the issue was resolved thanks due to folks on this sub.