WORST customer service ever

Let me say first that I would never jump straight to a scathing review without first trying to work things out with the company. However, I have tried over the course of months to resolve issues to no avail, so I think it is important that people know what they're getting into when dealing with this company. I have never experienced such terrible service in my whole life!!! I've had two crazy incidences with this company - one that took months to resolve and another that is still in progress. 1) Getting the mattress. My mattress was delivered (or en route to be delivered) to the wrong address about 3 or 4 times over the course of months. Every time I discovered that it was headed or had arrived at yet another incorrect location, I went around and around being passed from customer service, to corporate office, to supervisors, to the delivery company, and to the someone the delivery company subcontracted with. RIDICULOUS. Eventually, the mattress got to me, but in the meantime, my husband and I had to sleep on our couch because, thinking we had a mattress on the way, we got rid of ours. A customer service supervisor did extend our risk-free trial period, and he gave us two free pillows - but this was only after months of aggravation AND me prompting him to provide me with SOME sort of compensation for my troubles. 2) Monthly payments. Like most people investing in this product, I agreed to small monthly payments over a certain period of time. These payments were to be billed to my credit card automatically - set it and forget it, right? Not when you deal with this company! I received a voicemail a couple of months ago telling me I owed the entire amount due to my payments not being fulfilled. Unbeknownst to me since I was under the impression that all was being taken care of automatically, they did not receive my last couple of payments. I would gladly have resolved this quickly had I known, but apparently, they tried to reach me by email and did not receive a response. Meanwhile, they clearly have other ways of contacting me (since I received their voicemail quite easily). Also, something must have gone wrong on their end since all of my other automatic credit card payments were going through without a hitch. So, once again, I battled with customer service, who said it was fine, I just needed to send a check for $1000+ immediately to resolve this issue. I refused to do this since the lapsed payment was not my fault. Customer service spoke with her supervisor, and I thought the issue was resolved. However, a month and a half or so later, i received a letter from their billing department saying that my account would go to collections if I did not pay the full amount. Of course, I called customer service again, and the lady tried to convince me that since my payments were going through as scheduled, that letter was just saying I "had the option to pay in full." Clearly, that's not what this warning letter said. So, I spoke with her supervisor who assured me that all was well and that I would just continue to receive monthly warning letters about collections because it is "company policy" and that I should just ignore those letters. WHAT?! It's company policy to send letters to paying customers every month warning that their account is going to collections?!?!?! The supervisor eventually conceded to put a stop to those letters, which worked for one month. Guess what I got this month though: another letter thanking me for my continued payments but saying that I owe the whole amount in full! So I called again and spoke to a manager of customer service. He promised to "look into it," and when I asked how I would know if the issue has been resolved, he said I'd know if I get another letter. Really? No offer of a courtesy call? No offer of any type of compensation for my troubles or even an apology? WOW. I guess I'll just have to wait until next month to find out if I will be arguing with the company yet again.

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Pros:
  • Overall Comfort
Cons:
  • Customer Service
  • Issue Resolution
  • Professionalism
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Ratings from this Sleeper

Back Support

User rated this bed:
Excellent Back Support

Pressure Relief

User rated this bed:
Excellent Pressure Relief

Sleep Quality

User rated this bed:
Not Rated

Stays "Cool"

User rated this bed:
Excellent "Coolness"

Value

User rated this bed:
Not Rated

Warranty Service

User rated this bed:
Not Rated

Softness Level

User rated this bed:
Just right