I'm sadly so emotionally exhausted from my wife and I's experience with this company that writing a review almost doesn't seem worth it. That said, ultimately I think it's important to detail our experience as a warning to others.
I should say from the offset that I support the sustainability goal of Coco-Mat but unfortunately had a horrid customer service experience, most specifically with the more senior manager at the Lexington location.
We first experienced Coco-Mat on vacation in Europe and couldn't be more excited to try and find one of their mattresses state side.
My wife and I both struggle with back problems, and have been having a hard time sorting through the mattress industry, so when we discovered a brand that was environmentally friendly that we were able to test out in the real world we were thrilled.
We immediately reached out once we returned stateside and I should say, the sales rep that we initially dealt with was incredibly helpful and attentive. We ordered the same mattress that we had slept on in Europe and were waiting with eager excitement to supposedly bring home the luxurious comfort we had experienced. That's when the problems started.
The bed we received, in truth, was literally the hardest mattress we'd ever encountered in my life. The complete opposite of our plush euro experience. My wife and I couldn't make it through one night's sleep on it because it was like sleeping on rocks with straw strewn across it. We've been sleeping on our couch since.
We called the store immediately the following day in hopes of returning it within the 14 day satisfaction window and we're told that no return was possible, only an upscale exchange for a more expensive product all at our expense.
At this point, after already being out thousands of dollars for a product we detested, their only remedy was for us to spend more and more money with them.
From there, the only other remedy offered was a free or discounted mattress topper, which though generous, is a truly incomplete remedy when the bed itself is so hard. Moreover, it makes no sense considering we wouldn't even be able to trial the product. If you just sold me an incredibly tough bed, what's to stop you from sending me and incredibly tough mattress topper?
We asked to speak with the manager over the phone in hopes of exploring any other possible make-good, and instead of returning our call, we initially received a nameless/faceless email ostensibly accusing us of frivolously changing our mind and asserting the "excellence and infallibility" of the product and company.
Being flexible, we tried to explore any other manner of make-good besides the unwanted mattress topper (partial refund, alternative exchange methods, etc) and were continually talked down by the more senior store manager because of their now almost robot/psychotic assertion of product excellence and the mischaracterization of our product dissatisfaction as "mind changing." "You're wrong and we don't make mistakes" was the vibe. No empathy.
Quite frankly it bordered on the edge of corporate gaslighting. Again, I'm sure there are great well meaning people at the company. Moreover, our broad experience with the more junior members on the team really felt like they came from a place of empathy, but other than that this is no way to treat a customer and I wish they would have been more flexible on resolving the issue instead of repeating talk tracks. The matter was never resolved. read more
