AVOID AVOID AVOID AVOID AVOID AVOID !!!!!!!!!!!!!!!
A few…read moreyears ago, I had been researching mattresses for a few months to no avail. I was tired of purchasing mattresses from furniture stores that did not specialize in that area. I had finally given up and decided to walk into our local mattress warehouse. Not only that, but I was so pleased with my experience, that I went back a few days later and purchased a new bed for my daughter as well.
Fast-forward, 2022 my mattress began to sink on one side, (I weigh 130lbs) what the heck! Fortunately, it was under warranty, I thought. I called this location and some guy answered and advised me that I had to come to the store to file a claim, "I Googled it, I Google everything". I figured a company of that size should have information on their website; and they did, so I filed a claim online, easy enough, correct? Not for this special company!! This is one fledgling business that should consider going completely AI.
When I filed the claim online, surprisingly, they responded immediately. I thought to myself, "WOW, this is impressive, definitely a good sign". I received warranty approval via email that apparently the stores couldn't access, and appeared to be micromanaged by the district manager, (per the employee). It would have been a better experience, if this company had a clue, absolutely no one communicates with each other. They say it starts at the top; it applies with this whack ass company. Despite everything I went through with them, no one from management followed up on me.
It appears that the staff could take extremely long lunches. Their customer service skills are also abysmal. Jason, the rep du jour, never got up from his desk throughout every visit we made to the store. Every time we stopped by their store, either they were out to lunch for several hours, or playing video games. We visited the store several times, SMH.
I advised them that I was having surgery, and I was trying be pre-op proactive. Unfortunately, they weren't empathetic. They didn't care that I had to sleep on the floor, or that I had upcoming surgeries. They refused to honor their own warranty, (Go Figure) Although their own corporate office contacted me via email advising me so. These people are so heartless, that up until they were about to bring in my mattress exchange, they halted the delivery service, as the result of one of their genius employees incorrectly entering the details of my purchase. They kept me, my nurse, and their own delivery guys hostage. They wouldn't let them unload my bed after I waited weeks, because someone entered the details incorrectly, so they penalized me for their mistakes. One of the employees told me the warehouse manager purposely delivered my items last. They had me waiting all day. He was condescending, so I gave it back to him.
Also, the e-mail's I received indicated that I was entitled to get an even exchange item, or the amount indicated in the letter, and the difference if I go over. So, if the total was below or exactly like the amount guaranteed, I could select anything. They were all trying to convince me otherwise. Everything I selected was under the allotted amount. I asked what happened to the credit for the Bunky boards. Jason the store clerk stated, that wasn't offered, although everyone I asked to read the letter understood it as I. I never got to use the entire amount they offered. They kept insisting that's not what the email several people red read and was in black and white, meant. Everything I selected totaled far less than what was indicated in the email, however they refused to honor their own policy. They took my entire bed, even though they never reimbursed me for half the items I returned. My daughter who was with me throughout beginning to end, finally snapped when she witnessed me becoming ill. She saw that I wasn't responding well to the entire ordeal. It took for her to get on the phone and threaten to sue for. Them take her serious
Mattress warehouse needs to get their crap together. later that evening I received another email indicating I had another credit as well. I know they wouldn't honor it anyway. What a joke. They put me through so much crap I'm traumatized. The adjustable bed they sent me is a lemon, and I don't want to deal with their toxicity. I have been through so much, that I'm so over them
Don't say I didn't warn you! They have several similar reviews and BBB complaints. I'm going back to the big box stores if I ever need another mattress.
