I've had better customer service ordering $5.00 products. It's absolutely inexcusable, when selling a $5,000 product to have such horrible customer service! I can't share the whole experience, because there is a limit on words and its a long story. We were told our bed would arrive in 6 weeks. During that time we never once received a call from Randy, even after 6 weeks passed with no bed. Then after we called him and got a second date, which again when it didn't happen, we had to call him first. We got several delivery dates, I ended up taking 3 days off because we weren't informed early enough that it wasn't going to happen that day. Then we got the most uncomfortable mattresses we'd ever slept on. After a month Randy agreed to exchange them. Another month of zero customer service, we got new ones. It took a month of me feeling like I was sleeping on the same original mattress, to find out my husband's mattress was amazingly soft. I texted Randy and explained we definitely had 2 different mattresses, he seemed sceptical, but agreed to ship a new one ups. I'm still waiting. Again he never called to say when it would ship out, I had to text him. Any other company selling a $5000 product would have a website, where I could track my order. Any other company selling a $5000 product would hire at least one customer service representative to make contact with customers. To inform them estimated delivery time at first and later CALL THEM with actual dates. Then after a week CALL Them to inquire about their satisfaction. Most companies send a "how did we do survey" so they can see what they should improve on. I complained to Randy more than once about his horrible customer service skills, he was completely unapologetic. His skills are great, until you sign the papers, then he is done with you and is totally put out to be bothered by customers who just spent $5000 wanting information. He doesn't have time to be bothered with contacting you, and apparently to cheap to hire someone to do it for him.
MichelleSeattle, WA
Worst customer service I've ever seen
Pros:
User also said: The adjustable baseCons:
User also said: Terribly uncomfortable.- Customer Service
- Delivery Speed
- Product Consistency
Ratings from this Sleeper
Back Support
FairBack Support
Sometimes have back aches or stiffness related to this mattress
Pressure Relief
Very PoorPressure Relief
Constant pressure point soreness or loss of circulation
Sleep Quality
Slightly worseSleep
Sleep slightly less soundly or consistently since owning this mattress.
Stays "Cool"
Good"Coolness"
Rarely sleep hot due to this mattress
Value
FairValue
Fair value for the money
Warranty Service
Very poorWarranty Service
Not at all satisfied with the manufacturer's response to my warranty claim or other problems
Softness Level
Too HardPerfectToo Soft
Comments (1)
Agreed. I also paid $5000.00 for a REM Adjustable bed. Split California King. Two remotes. One of the remotes died a few year after purchase. I called REM. Was told I would have to order it from Reverie. I called Reverie, and was told the remote was discontinued. I've searched relentlessly online. There are no replacements. Sooo... One side of my REM bed has been raised and in unadjastable for the last 5 years. I called REM several times, and they basically said there is nothing they can do. My advice: AVOID REM.