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Buyer Beware!

  • Selection: Good
  • Expertise: Very poor
  • Service: Very poor
Customer Service
Product Consistency

Posted by Jackie from Orlando, FL on January 25, 2018

We went to this store to buy a mattress. When we were there the sales person asked what type of bed we like, we told him we weren’t sure but we thought plush to medium. He showed us a mattress or two, in the conversation we told him we slept on our back and side, and that I have back problems from multiple car accidents. We had a hard time settling on a mattress, it was a cusion firm but he assured us it was a medium mattresses. After the mattress was delivered it was the hardest mattress I have ever felt, for a hybrid with memory foam it did not do any of the things the memory foam was supposed to do. After sleeping on it, I woke up in worse pain night after night. After a week, I ended up with pain in my shoulder that was radiating to my fingertips. We went back to the store and a different sales associate asked how we slept etc and said we never should have purchased that mattress, it was not the right one. He said we had to deal with the sales associate that did a poor job in the first place. When we came back, the original salesperson said he couldn’t do anything, we would not be able to exchange based on sale prices, but had to pay full retail and that the mattress would get better in a few months. We then called customer service, and over the course of a week and a half could not get ahold of the only person that could help us, Mimi, the customer service manager. Who’s after repeated calls and waiting many days to speak to her, her attitude was poor and she offered a minor consolation. Not sure how someone that acts that way ends up in a customer service management position. Will never go back.
The sales associates are not all trained and may sell you a bed that is very different at home than it was in the store. Customer service does not care about customers. Awful experience.

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