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Don't Go There Unless You Want Poor Customer Service

  • Service: Very poor
Customer Service

Posted by Kathleen from Scituate, MA on July 30, 2018

Don't deal with them! I received the most unprofessional treatment as a customer when I called today at 2:00 p.m. to check on the status of a 6-week old order. I was told that they could not tell me right then the status of the order (fine, I get that they might need to check) and they would "call back - but can't promise it will be today." I asked that they at least confirm that the order was put in 6 weeks ago as they had my $400.00 deposit. He said he could not do that as he didn't put the order in and would not even assure me that he would get back to me back to me by the end of the day with that information. How can they not even have that info easily accessible? No apologies or any understanding that this raised considerable concerns on my part, as they have had my $400.00 deposit for 6 weeks. Incredible. The person was exceedingly rude to me on the phone. Told me I would not dictate his "business practices" when I suggested that it was not acceptable that he have my money for 6 weeks and not even be able to confirm the order was put in by the end of the day. Business practices? Maybe he was just having a bad day, but sheesh won't be in business for much longer with that kind of practice.

    Comments (2)

    This certainly does not sound like the same place I've been doing business with for over 20 years! I have bought many items from Mattress Warehouse over the years and they have been nothing but courteous and professional. I have always received the best of service from this family business. Perhaps it was your approach?

    By: Anonymous on June 11, 2019
    Official Response
    This is an extremely unfair review from Kathleen.

    I was the gentleman Kathleen spoke with that day on the phone when she was checking on the status of her order and I am the reason for her poor review.

    Here's what really happened.

    Kathleen was a previous customer before she purchased this chair so all of her information was in our computer. When she purchased this chair she didn't tell us that she had gone through a divorce and had gone back to using her maiden name. The sales order that she had signed and received a copy of had her old married name on it in 2 different places.

    When she called to check on the status 6 weeks later I couldn't find her order because she was giving me a last name that was not in our computer's files. I kept looking and I kept asking her if it could be under a different last name and she kept saying no, there was no other last name. Every second i was looking in the computer Kathleen was growing more frustrated and upset with me, she was telling me we had stolen her money and other untrue awful insulting statements. When she finally gave me the correct last name that was on her receipt I found her chair order. As happy as I was to have found her order, she was just as upset that it was in her old married last name. This made her even madder at me and she was inconsolable. After we hung up, I called the factory immediately and got the shipping information on her chair about 30 minutes later. I called her back immediately with the answer she had called for and she took that opportunity to continue to scold, insult and belittle my family's business and myself. Enough was finally enough for me and I defended my familys store and policies which is probably why she posted a negative review. A person can only take so much insulting and bullying, especially when I was calling her back with the information she wanted.

    When her chair came in we delivered it free of charge to her to try to make up for the misunderstanding of the last names.

    I tried my best to get her the shipping information as quickly as possible when she called. It's the easiest part of my job and I'm also very interested when orders are coming in.

    We hope she loves her chair it was beautiful.

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