Search Q&A
Le Roi du Matelas
Anyone had any experience with these shops? we bought a new matrass but when we got home decided to change the configuration of the beds, and so took it back the next morning to buy a different size. It was unopened and untouched by human hand. They then made a big spiel about it having been opened and resealed, which was clearly not true. The the manager came in an started to explain that they don't do returns/refunds. When I pointed out to them their own sale conditions say returns no quibble, they said the web site is out of date. The invoice on the rear has x thousand words but not on refunds. I would have expected that they take it back no quibble, especially as we wanted to buy a more expensive one. But when they made all this fuss, of course we went elsewhere ... Anyone had similar trouble at their Zaventem store? The company just sends complaints to the shop and does not deal with them directly.... OR anyone want a new matrass? Cheap :)
Is there the same nasty blondish Manager in the Zaventem shop?
Bought some bed springs ten years ago and had exactly the same issues.
And received the same dismissive and quite arrogant treatment.
I swore not to enter in their shops ever again and during these years I bought quite pricey mattress but of course they didn't see any extra cent from me.
you are not alone :)
It is common throughout Europe that you only have a right to a refund or exchange if the product which you buy is faulty in some way. For sure some businesses do offer a refund or exchange if you are not happy with what you have bought but there is no legal obligation for them to do so.
Incredibly, you are assumed to have decided on the configuration of your beds BEFORE you buy a mattress. AND those shops which offer an exchange include a percentage in their prices to cover the administrative costs involved in refunds, restocking etc.
"their own sale conditions say returns no quibble, they said the web site is out of date"
No - that's wrong. They legally have to offer a 15 day return policy on anything purchased online. So the website is up to date.
However, if -you go to the shop in person, then the sale is definitive once you pay for it, and you have no right to a refund.
Le Roi du Matelas along with many other bed / mattress shops essentially work on a "churn em and burn em" strategy. The staff are entirely or almost entirely paid on commissions. They know you typically will only come in once every few years, and by that time the salesperson will have moved on, so they will try and sell you the highest margin (not highest priced) mattress and hope never to see you ever again.
Any return is a negative report on the salespersons card, and any arguments they're having with you in the shop about it is a waste of their time. Even if you were thinking of buying a "more expensive" mattress, it could have been a lower absolute margin, and after the admin cost and general bother of processing the returned mattress, it was probably just not worth it for them.
