Douglas W.
Posted
Bait and Switch on Mattress.... Watch Out!!
Today I experienced your company's highly deceitful business practices. Bait and switch. One of your online reps, Martin at extension 3220 offered $3100 for the mattress while I was chatting with him, while chatting with a rep at mattressfirm.com. When I called to talk to Martin at extension 3220 to purchase, he said that he made a mistake and that $4100 was the price. He added $1000 saying that he printed a mistake?!?!?!. Later, he said that $3600 was your best possible price. Ultimately, $3100 is the low price that was offered by mattressfirm.com. How do you offer the best possible price on your website and state that your company will meet or beat any price? Your website also says that your company will refund the difference for any price that is found to be lower than the price paid for up to a year after purchase. How could you possibly do this if your company can not even match the price from another vendor? These are deceitful practices, and I think that your competition and any potential buyers should know about such practices, right? Don't you agree that buyers should be aware of improper business practices? I have screenshots of the chat messages and deceptive website advertising claims.
Response from FactoryOutletStore.com Reviews | Factory Outlet Store· Mar 17, 2021
To whom it may concern First, we would like to thank Mr. Douglas White for shopping with FactoryOutletStore. Second, we would like to apologize that Mr. Douglas White's order experience did not go as expected. FactoryOutletStore takes our customer's feedback and complaints very seriously, especially accusations like those in the above complaint. Here at FactoryOutletStore, we strive to provide our customers with the best service possible. After receiving this complaint, we did an internal review of the customer's chats & calls. After review, we can confidently say we did not "bait & switch" the customer as he is claiming. The customer started a chat with our agent Martin and inquired about the Beautyrest Black K-Class Firm Pillow Top Mattress in a King size. Martin did originally quote the customer a price of $3100.00. He quickly realized he had quoted the wrong price. Before he could correct himself, Mr. Douglas ended the chat. The customer then called into our customer service line. The call was transfer to Martin, and he then gave the customer the correct price. Our website has the mattress listed for $4799.00. Martin gave the customer a $200 Amex gift card discount plus another $600 special discount bringing the price down to $4100.00 excluding taxes. The customer then informed Martin that they could see the same mattress at a lower price on the Mattress Firm website, which was not correct. The mattress firm website gives the price of $4761.93. We will include proof of this price listed on the Mattress Firm website. Before Martin could discuss anything further, the customer ended both the chat and the call. We apologize if the customer felt that way. FactoryOutletStore quoted a lower price than mentioned on the Mattress Firm website. We find Mr. Douglas's claims to be false and wish to have this review removed. If you have any additional questions, please reach out to [email protected]. Thanks Factory Outlet Store, Customer Relations Department