Never in my life have I experienced such terrible customer service. But let me start from the beginning. . . When I moved into a new apartment I needed a new mattress. I really wanted to purchase one that was made locally and sold locally. I found my way to Long's Mattress in Avon. The mattress I chose was more expensive than I would have found at other stores but I figured I was getting a local mattress from a local business, it was worth the few extra bucks. After getting the bed delivered to my apartment and sleeping on it for about a month it became apparent that the bed was sinking in the middle. Luckily, it was still under warranty and I was able to get my bed "reinforced". After sleeping on my newly "reinforced" bed for about a year a hole formed again. Not only was I uncomfortable but if I was sharing my bed, it was uncomfortable for my guest as well. At this point I emailed Long's Mattress at the email provided on their web site. I was very respectful but upfront and let them know that I was unsatisfied with the quality of my bed. I waited 2 weeks and after no response I wrote another email. Still nothing. After the 2nd email did not get a response I went to the source, the manufacturer. I copied all my emails and let them know that I had not heard from their distributor. That must have lit a fire under Long's ass because I received a phone call from the owner that day. He called in the middle of my work day and wanted to talk. This man was not apologetic and not friendly. He was short with me and almost accusatory for emailing the manufacturer. He gathered some information, information that was already in my emails, and called again during my work day. As a business man I would have expected him to call me with all the information he could acquire and would not interrupt me at work twice! When he called me the 2nd time he told me that the bed I had purchased was not meant to have 2 people sleep in it and it was more of a guest bed. What?!? First of all I had slept in that bed alone 95% of the nights. And why would they sell me a bed that is not meant to be slept in every night? In the end he did let me replace my bed with a nicer bed but made me pay the difference and made me deliver my old bed to the store and pick up my new bed.I ended up paying way more than I ever wanted to on a mattress that is just "ok". Once dropping off my new bed the sales associate looked the bed up and down and said "Sure, doesn't look like a hole in the bed". I would caution everyone in need of a mattress to steer clear of this store. read more
