Just sold a mattress to someone but now they want a refund, saying there's mold. I don't feel like it's mold. What should I do?

Dealing with customer complaints about the products you sell can be a challenging but crucial part of running a business. The stakes are particularly high when selling mattresses, where customer satisfaction is closely linked to health and comfort. Effectively navigating these waters can prevent potential reputational damage and ensure customer trust and loyalty.
It is important to understand how to handle situations where a customer claims a product is defective, such as noticing mold on a mattress. This article provides practical advice on verifying such claims, communicating with your customers, and determining the appropriate solution. It also explores preventative measures you can take to avoid similar scenarios in the future. If you are dealing with a product complaint or want to be prepared, this guide will provide you with valuable insight.
1. Verify the claim
First, you need to check the mold claim. Politely ask the customer to provide photos or give you the opportunity to inspect the mattress. Mold can be identified by external visual inspection and a musty smell. It is important to determine whether the mold was present when purchased or developed later due to environmental factors such as moisture.