Sleep Galleria

I ordered a Twin XL Sealy 2020 Geneva Ruby (firm) mattress, model [protected], in store at Sleep Galleria East Cobb (store 04) on July 8, 2023 for $1037.74. Sales order and customer #0449298. It was delivered Monday, Aug. 7, and I initiated a return in store on Sept. 11 according to and within the limits of the return policy. Scheduled pickup of the mattress was complete on Oct. 2 (return #0452245).

I called the store on Oct. 12 after not seeing a refund on my credit card, and Pierre (from the East Cobb store) claimed to have initiated the refund on that call. It was surprising the the pickup of the mattress didn't initiate the refund automatically.

I waited another week, called the store and spoke with Pierre again after *still* not seeing a refund. He said it would take 5-10 business days from initiation (Oct. 12) to see the refund, so I should just wait as he had already initiated the refund.

After not seeing a refund long after the 5-10 business day window, I emailed customer service the above information on Oct. 30. They responded and claimed that all customer service issues should be dealt with at the store level, but that they would forward my email on to the accounting department and the East Cobb store. Again, nothing happened, and I emailed them back on Nov. 6 with no further reply, contact or resolution from them.

I went back into the store to talk to Pierre on Nov. 9, and he said that he would look into it as it must be a problem with Clover (their credit card processing company), and that he would call me the next day by 11am. I never received a call, and attempts to call the store lead to just ringing or a disconnection.

I've tried to be patient as they keep putting me off, but I am without a mattress and out over $1k for over a month after returning the mattress. Clearly the refund never happened, and I have been unable to get any help with this so far. Please help!