Here's why I will avoid Denver Mattress in the future.
Some…read moretime ago I purchased a pricey mattress setup from the Nampa location. The product has been pretty good but the problem lies in Denver's inept delivery department and their bullheaded nature.
There are still many businesses having supply chain issues, with a wait on orders. That's understandable. But it still took longer than they said. Again, understandable and so far so good. The problem came at delivery when appointments were completely on their terms. As a customer you have zero, and I mean ZERO say in what time these guys come to deliver. Want an afternoon appointment? Forget it. How about late morning? You can forget that too. And that's even with multiple requests and trying different days. They did say originally you don't always have much say in when its delivered, and wow they weren't kidding! What company acts like this? Denver was hell-bent on delivering early mornings even when told I wouldn't be available. Ask for a few hours later? Forget it once again. Trying to involve the local store management to help out reveals the serious flaw in Denver's business model: they have no control over what the delivery guys want to do. I know what I'm talking about as I tried a couple times to get them to be just a little flexible. They weren't, at all. Like, it was totally on their schedule. Even when I told them days before I could't be available early morning, they showed up anyway at 8 am. Then we picked a different day and they basically did the same thing.
Ask yourself, what company acts like this? What company allows zero input from customers who spent $3000 on a bed setup?
If you owned a successful burger chain, would you let the guys in the Drive-thru run the company, tell management and the customers what to do? Of course not. And this isn't over a $10 Burger combo, this is for a customer spending $3K on a bed they plan to have ten years.
I've ordered products and services from all over the region. Never in my life over 30 years have I seen an organization that is so uncooperative in how they deliver. No contractor, realtor, plumber, landscaper, shipper, A/C repair guy, nor any other service you'd request at your home has treated us this way. And once again the Nampa office was no help, they simply have no control over their delivery guys. The delivery guys are calling the shots.
To make matters worse, when the delivery guys finally came they had a cloaked attitude. There was only one missed appointment on my part (because they came too early), but maybe that was enough to upset them. I still showed them courtesy despite themselves. As I'm trying to take apart my old bedframe to make room for the new bed, I ask one of the guys if he can show me how to take it apart. He responds that he "doesn't know how". What? Think about that, these guys are in business of setting up and tearing down beds every day, but he doesn't know how to take apart a standard king bedframe. Yeah right. No matter, I figured it out myself in about 5 minutes. Thanks, guys - I'm feeling pretty good about giving you guys $3000...!
Last insult, they setup the bed platform unevenly, one side of the bed sits about 2 inches further forward than the other side in a split king. I didn't know this at the time, but these motorized bases are so heavy it takes a couple people to move them unless you want to take them completely apart. Ridiculous. It's still sitting that way today as I'm not in a hurry to throw my back out moving it. They threw this thing together as fast as they could, left a cracked remote control, and were onto their next job.
I will avoid Denver Mattress and Furniture Row (same company) in the future, it was not a pleasant experience.
I won't be surprised if someone from Denver posts a response and half-hearted request like I should contact them to talk about this, like suddenly they care. Well I already tried this and was met with your inflexibility. I might be willing to give you guys another chance one day, but are you willing to change? Right now it's pretty clear how you want to run your business ongoing. Keep airing your commercials, and then letting the delivery guys run your organization. Have regard for the big picture which is customer service, and how other people's time and schedule... just might be as important as yours.
