I purchased an ‘extra firm’ mattress as soon did i make the payment the shop representative told me that there is an exchange fee of $95. I am not happy with how and when it was told to me, as i did come in yesterday evening and i clearly mentioned to the same sales representative that the mattress is for my parents and there could be a possibility i may have to exchange the mattress with ‘firm’. The sales representative immediately apologized saying he totally forgot to mention yesterday and today (only until i paid). I even spoke to the store manager over the phone (Mr. Arnold) who too was not at all empathetic and kept on emphasizing that he can cancel the order and refund the money. Two things here: there is a clear failure to communicate the exchange fees (even after i mentioned that there could be a possibility i may have to exchange). Second, refunding is not a suitable option for a mistake from the sales representative, it is more hassle of looking and getting another mattress elsewhere. Further, the store manager mentioned that the $95 exchange fees is on the reading board. I am attaching a video of how the exchange fees policy is placed on the back of the reading board which is not visible to the customer - how is this ethical?