I purchased more than a dozen products from Ikea, Stoughton, MA, US on 17th September, 2006. I collected all the necessary information from the products tags and went to the storage floor to pickup my items which were intended for self pickup. When I was in the aisle to collect my futon frame (good for 2 people) I noticed that the mattress is not the one which I need for the futon frame, but then I was not sure so I asked one of the Ikea personnel. This guy was very prompt. As per my request he immediately came to me and started looking at the instructions for the mattress. I showed him that the mattress shown in the photo doesn't look like one I need for my futon. He asked me “Did you pick the mattress from here?” pointing to the area which is just above where the futon frame was kept. I told “Yes”. He told me “Yeah! This is the one you should buy”. I looked at the confidence level he had when he made that statement and picked up one for me. Happily paid for 15 items and then proceed to home delivery section. Wait the story doesn't end here. I received all my items on the same delivery date committed by Ikea (come on guys I paid $99.00 as delivery charges and they have to keep up there promise). Finally I assembled my futon frame and here comes the suspense, opened the mattress only to find out that I was mislead by the Ikea personnel. Now here comes a long follow up. I called Ikea next day. After a long wait (of 30 minutes) I finally spoke to the customer services executive. She told me that I have to bring the item to Ikea store and replace it for the one I need. I told her that its there fault that they gave me a wrong mattress and I already paid shipping for it so I want them to pickup the item and send the right mattress as a replacement for the wrong one. I was placed on hold for 15 minutes and when she came back she told me that she is going to open a ticket right away and give me the ticket number. She told me that People from Ikea Stoughton will get back to me in 24-72 hours and she hang up. This was the first attempt to get the right product. After almost 3-4 days I called up Ikea because they never called me. Again after a long wait of 20 minutes I got the customer services person on line. I told her the previous ticket number and she pulled my records. I asked her why Ikea didn't call me. After going through my problem she told me that I was miss-informed by the previous customer service female. She explained me that previous customer service female didn't know about the rules. She told me that she is going to open a new ticket but then I told her not to do so because they will never call back and this will delay the matter. I insisted on immediate resolution. So she transferred me to a manager. Again after 10 minutes on hold I finally got her on line. Told her about my problem and she told that only Ikea Stoughton can take a decision on this matter. The customer service doesn't have authority to take decision in certain matters. While telling her the problem I told her that I opened the mattress. And you know what you will not believe me she told me that they don't accept returns for the items such as mattress if it's unpacked/opened. Now how on the earth I am suppose to know this. I argued my point saying that how the hell I will come to know whether the mattress is right one for the futon unless I open it. And I don't see any reason to doubt my purchase because the Ikea personnel confidently told me to buy the same. Also it's NOT written on any of there documents (receipt/invoice, delivery note) that the mattress if opened is non-returnable. WOW this was a big blow straight on the face. She asked me whether I wanted to be transferred to the Stoughton customer service center. Oh god! Do I have a choice? I told yes please. I was very frustrated at that moment and decided not to buy any stuff from Ikea ever again. This was the third person I was going to speak with. As usual you won't get them easily. Wait for a while holding your phone because they are the busiest people on earth. This lady was straight to the point. We will not pickup or deliver the item. If you want us to pickup and deliver it you have to pay the charges. She also told me that UNPACKED MATTRESS IS NOT RETURNABLE. After so much struggle, talking patiently with 3 people, almost for 2 hours the result was that I am stuck with something which I never asked for. THANKS to Ikea for there GOOD customer service and Handling. Till today the mattress is with me and trying to figure out what to do with it. Thanks for your precious time. Consequences: I got stuck with something I didn't want and lose of valuable time on phone for the resolution of the matter. I lost my dollars for something which I never asked for.