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Poor customer service

  • Selection: Poor
  • Expertise: Poor
  • Service: Very poor
Pros:
None
Cons:
Customer Service
Issue Resolution

Posted by Paula from Olathe, KS on September 6, 2019

I Purchased a mattress from the Overland Park location and have had nothing but trouble with customer service as well as the product since that time.

I went in after being diagnosed with lupus, and Sjogren’s syndrome needing a mattress to help with significant pain issues. I was talked into trying and anatomic global product and guaranteed that if I had any issues I could absolutely come back in and consider a different mattress. Within the first 30 days, I knew that this mattress was not going to be a good fit and return to the store to discuss this issue with the manager. At that time, he indicated the only option I had would be to contact the manufacturer and discuss getting a replacement. I am currently on my third replacement.

I have attempted to contact the store owner on multiple occasions over the last few years, and have been told by the manufacturer that Tom, the owner of both Omaha and the Overland Park Store would need to create a refund in order for me to transition out of these mattresses and get back into a Tempur-pedic which is what I have wanted since this nightmare began. Over the years, the store manager has never returned my call and I feel extremely frustrated and believe that the customer service provided has been horrific. The manufacturer explained that she is able to work with Tom to make this right, and has done so with other store owners, but he needs to reach out to have this conversation.

Please do not take the time to go to either of these stores if you are not prepared to take a loss on a huge investment. I found the process to be extremely disappointing and stressful.

Paula Wright


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