Amerisleep offered me a $1,759 discount. Why won’t they honor it?

Amerisleep mattress pricing error

When a customer service representative at Amerisleep makes a massive pricing error on a mattress, Kimber Ashrafi wants the company to hold him to it.

How massive? We’re talking a $1,759 discount. Oops.

This story highlights the need for basic tolerance and understanding of human fallibility, even when it happens on the other side of the counter.

People make mistakes. That’s a fact. In this case, the error was quickly corrected and Ashrafi suffered no damages. We were puzzled by her continued pursuit to force the company to give her something that she has been told was a misunderstanding.

Should we have assisted her?

An Amerisleep representative makes a massive pricing error

Ashrafi contacted our team because she was angry that Amerisleep had botched the delivery of her mattress and headboard. She had paid several hundred dollars extra for the specialized delivery service, called “white glove.” This service included pickup and removal of all debris associated with the delivery.

Instead, the delivery company arrived on the wrong day and was far from a “white glove” service. Ashrafi described a scenario in which the delivery people were assembling her bed “in the dirt and grass” of her front yard.

At this point, I was onboard with Ashrafi’s case.

She immediately called Amerisleep to file a complaint. Because she was having floors installed in her house, she could not take delivery of the bed that day. So Amerisleep agreed to pack it up and bring it back on the originally scheduled date.

An Amerisleep representative makes a mistake

Ashrafi then went on Amerisleep’s online chat feature and spoke to one of the representatives named Eric. She asked for help. She complained about the lack of the “white glove” service and was concerned that her furniture may have been damaged during this initial delivery attempt.

Eric apologized and said that Amerisleep could not provide “white glove” service in her area. He told Ashrafi that her fee would be refunded. When she pressed the issue, he then said that she would be offered a 50 percent discount on part of the order. He told her that Amerisleep would be refunding her a total of $1,759.

He wrote:

We will issue you a refund for the white glove ($299), along with a 50 percent refund for the adjustable bed ($1,440). Total refund being $1,739.

Ashrafi’s total order was $4,528.

This huge discount seemed completely out of line with the “inconvenience” that she had suffered. The delivery was attempted one day early. That can certainly be annoying. But, in terms of her other complaint about the lack of white glove service, I discovered that she had been informed before the delivery that it was not available. She had already been assured that she would receive a refund for that service. So for a one-day early delivery attempt she was being offered a $1,739 discount.

All signs pointed to the Amerisleep agent making a mistake with the refund.

A quick correction by this Amerisleep agent: “I made a pricing error”

This chat occurred at 2:09 p.m. At 2:55 p.m., Eric came back, corrected himself and said he had made a mistake:

I want to let you know that I misunderstood my upper management communication and we are simply not in a position to offer this type of deal.

We are offering to refund your order in full for the inconvenience, but cannot sell the adjustable bed any lower.

Please kindly accept our apology and let me know how you would like to proceed.

Ashrafi did anything but “kindly accept” Eric’s apology and began a campaign to hold the company to his mistake.

By the time Ashrafi had contacted Elliott Advocacy, she had already escalated her complaint to the top level of the company. She told us that the CEO had responded to her. She said that he was firm and told her that she would not be receiving this giant discount.

When I read Ashrafi’s request for help I pointed out to her what the company was offering to make her whole. The company offered her two options:

  • Cancel the entire order and receive a complete refund.
  • Accept delivery and have the white glove service payment refunded. The company also threw in an offer of a discount for accessories.

A fair and reasonable resolution to this mistake

When Ashrafi contacted Elliott Advocacy, I thought this seemed like a reasonable resolution to her complaint about this agent’s refund mistake gaffe. I did not see any damages that we could mediate.

Ashrafi disagreed with my assessment and continued to press the issue.

“My question to you is that since the original delivery was totally screwed up … and then they promised the discount in writing, how can [my request be rejected],” Ashrafi asked. “I am just asking for what he promised — the discount of $1,739.”

I reiterated that the best resolution here would be to void the transaction and receive a refund.

Two months later, Ashrafi was still on the pursuit of this compensation from Amerisleep. She posted in our help forum asking for further suggestions.

I was surprised that months later she was still on a quest to receive this mistakenly-offered discount. In her post on the forums, she indicates that she did take our advice and return the furniture for a full refund. Now she wanted to repurchase the furniture and apply the “discount.” She provided a chat transcript that showed that she is threatening the company, telling them that she received advice to post her story on a public message board.

Our advocacy team never suggests these tactics. The company refunded her completely. She can choose to use them or not. When a company makes a mistake, apologizes and makes the consumer whole we call that a successful case.


Underwritten by

Elliott Advocacy is underwritten by Cavalry Travel Insurance

Cavalry takes the worry of out travel by providing 24/7 access to medical and security professionals combined with the best medical evacuation and security extraction services. Cavalry gets you home safely when you need it most. Learn more at

Elliott Advocacy is underwritten by Seven Corners

Seven Corners has helped customers all over the world with travel difficulties, big and small. As one of the few remaining privately owned travel insurance companies, Seven Corners provides insurance plans and 24/7 travel assistance services to more than a million people each year. Because we’re privately held, we can focus on the customer without the constraints that larger companies have. Visit Seven Corners to learn more.

Elliott Advocacy is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at

Elliott Advocacy is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at

Elliott Advocacy is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Elliott Advocacy is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Elliott Advocacy is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Elliott Advocacy is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Elliott Advocacy is underwritten by

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Elliott Advocacy is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at

Elliott Advocacy is underwritten by Arch RoamRight

Arch RoamRight is one of the fastest growing, most-highly rated travel insurance companies in the United States. Travel advisors love working with us, and travelers feel protected with our trip cancellation and travel medical insurance coverage. We also make it easy to file a claim online with our fast, paperless claims website. Learn more about RoamRight travel insurance.

Elliott Advocacy is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit

Elliott Advocacy is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Elliott Advocacy is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. readers enjoy discounted rates. Travel safer with  MedjetAssist.

Elliott Advocacy is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Elliott Advocacy is underwritten by makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at

Elliott Advocacy is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on to save over 70 percent on your next purchase.

Elliott Advocacy is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International,, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Elliott Advocacy is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

Send this to a friend