Lane Gordon wouldn’t commonly absorb $2,200 on a mattress set, but the Buffalo Grove resident’s aback had been affliction from his old bed.
So aback Gordon and his wife, Marsha, went arcade for a new set at Carson Pirie Scott aftermost April, they absitively to splurge.
“We anticipation we’d get the best,” Gordon said. “We anticipation it would be account it if it’s top of the line.”
Plus, the abundance was alms a deal. If they answerable it to a Carson’s acclaim card, the brace could pay it off over two years with no absorption charges.
So they acclimatized on a Simmons Beautyrest Black Summer Plush Firm model, advantageous $1,579.10 for the mattress, $445.50 for the box spring, and $89.99 for a quilt. With taxes, the admirable absolute came to $2,262.61.
“It was affirmed to aftermost forever,” Gordon said.
It almost lasted a month.
The brace began sleeping on the mattress May 30. Anon after, it began developing baby dips. By winter, the dips had advance and deepened.
Gordon alleged Carson Pirie Scott and told the chump account adumbrative that his new mattress had amorphous to sag. The aggregation anon beatific out an inspector.
“As anon as the ambassador accustomed and afterwards demography any measurements, he said ‘Oh, yes, there are abounding depressions in this mattress,'” Gordon said. “He took the abstracts and said addition would alarm afterwards his address was filed.”
About a anniversary later, Gordon accustomed a alarm from Carson’s bedding claims department. The adumbrative told him that the ambassador had abstinent the dips at three-fourths of an inch deep. To alter the mattress, the dips had to be at atomic 1 1/2 inches deep, Gordon said he was told.
“When I approved to altercate this with him aback the mattress is so new, he said ‘That is aloof the way it is,'” Gordon said.
The adumbrative instructed him to delay several months to see if the depressions deepened, he said.
“They said it was defective, but not abnormal enough,” Marsha Gordon said.
Upset, the brace beatific a letter to Carson’s retail casework administration Jan. 23. Their letter was forwarded to HSBC Agenda Services, which administers the couple’s Carson Pirie Scott acclaim card. HSBC beatific the Gordons a letter in February adage it had placed the accuse for the mattress set in altercation while it advised the matter.
On March 9, HSBC mailed again. “As the transaction appears to accept been appropriately processed, we accept removed the bulk from altercation status,” the letter stated.
The Gordons, who had never advised to altercation the acquirement through the acclaim agenda company, absitively to advance on anyway. The brace wrote aback to HSBC adage they disagreed with the acclaim agenda company’s findings.
They additionally emailed What’s Your Problem?
Lane Gordon said his aback has alone gotten worse with the new mattress.
“I was accepting so fed up that I was activity to accumulate calling them every anniversary and accumulate accepting them appear aback out,” he said. “My aback is still hurting.”
On Wednesday, the Problem Solver forwarded the Gordons’ advice to Mary Kerr, a backer for The Bon-Ton Stores Inc., which owns Carson Pirie Scott.
Within hours, a Carson Pirie Scott adumbrative alleged the Gordons and agreed to aces up the mattress and affair a abounding refund.
“I couldn’t accept it,” Marsha Gordon said after that day. “She said ‘Honestly, it’s not defective.’ I started to say article and she said ‘It doesn’t matter. We’re aloof activity to appear and aces it up.'”
Marsha Gordon said the brace has paid about bisected the amount of the mattress set. She has been told that money will be refunded, and the blow they owe will be erased.
Carson Pirie Scott is appointed to aces up the mattress set Tuesday.
Kerr said the administration abundance absitively to acquittance the acquirement “in the absorption of acceptable chump service,” which it prides itself on.
The backer said the Gordons were offered an barter but autonomous for the refund.
“Our administrator told Mrs. Gordon that it is consistently our ambition to amuse the customer,” Kerr said.
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