Review Time
Disappointing Service Experience I ordered two expensive pillows for a neck injury and received a good discount on them. After waiting several weeks, I was informed via email that the pillows were out of stock. I was given two choices: a refund or to wait a few months. I preferred not to take a refund unless I could apply a similar discount to other pillows, but they refused to accommodate this. There was no attempt to resolve the issue beyond those options, so I reluctantly opted to wait and hoped for a follow-up when the pillows became available. Additionally, I ordered a mattress expecting it to arrive by the time I moved into my new home. While I received an order confirmation, there were no shipping notifications or updates for weeks. Checking my order status revealed it was still “processing.” I moved into my new home without a bed. When I reached out to customer support via chat, they were unable to find my order. I then called and was told they needed more time to locate it and would follow up within three business days. There was no apology or recognition of the inconvenience. When shopping with a large company, one expects reliability and clear communication. I have been a customer before, but this experience has been very disappointing. There was minimal effort to take responsibility or rectify their errors, and as a result, I cannot recommend their service based on this encounter.
I purchased a mattress and after two months realized it was too firm for my comfort. It cost $2300.00, and I was told I had 100 days to try it and return it if needed. After two months, we explored other options and found one we liked for $1500.00. However, exchanging mattresses ended up costing us an additional $370.00, plus I had to handle the delivery of the old mattress and pick up the new one. Overall, a frustrating experience.
I am extremely satisfied with the service, pricing, and delivery experience we had. The sales representative was very helpful, showing us a wide selection of mattresses and providing advice along with various price options to suit our needs. The delivery date was honored, and the call to confirm the delivery time was timely; the delivery team was very efficient. So far, the mattress has met our expectations—it's nice and firm!
I purchased an adjustable bed along with a 10-year warranty. Since September, the remote has been broken, and here we are in December with no replacement in sight. The warranty service is based in another country, and every time I contact customer support, the representatives seem unable to assist. I've been informed by the warranty team that my claim is approved, yet weeks have gone by without any remote being sent. I suffer from severe sleep apnea and acid reflux, which is why I invested in this bed for the elevation it provides during sleep. Without the remote, the bed is useless to me. I cannot recommend anyone to buy an adjustable bed from this seller. The stress of the situation has heightened my anxiety and worsened my acid reflux. I would especially advise against this purchase for older individuals, as it could lead to serious health issues.
I feel misled as a customer. I bought a mattress based on a sales recommendation, but it sagged in the middle. With my back issues, I returned it, only to learn afterward about the model's sagging issues. I was suggested a firmer option for an additional cost, which also sagged upon delivery. Comparing it with the floor model, the differences were evident. Customer service informed me that a sag of 1.5 inches is required for a claim, which is difficult to measure without lying on it. I spent over $3,000 on a mattress I can't use and now dread sleeping. I wake up in pain and will never return to this store.
The warranty is not honored. They claim there are stains on the mattress, but we used a protector, and there are none. The mattress sagged, springs broke through, and the sides were sunken. I won't purchase another mattress from this company, as they don't stand by their product.
It’s disappointing to feel deceived as a customer. I purchased a mattress based on a recommendation, but it sagged in the middle. I have back and hip issues, so I returned it. Afterward, I learned that this model has sagging problems. I needed something firmer, leading to an additional $800 for another option. It felt firmer in-store, but the delivered mattress sagged even more than the first one. When I compared it with the floor model, the differences were clear. The sales representative suggested my delivered mattress might be defective, so a replacement was sent, but it still sags heavily. Customer service told me I need a sag of 1.5 inches for a claim, which is hard to measure without lying on it. I spent over $3,000 on a mattress I can't use and dread going to sleep. I wake up in pain and with headaches. I will not return to this company and will warn others against purchasing from them.
The mattress arrived wrapped in plastic, typical for foam products, and required time to plump up. It had yellow specs, which the store said were normal. When I attempted to exchange it within the 30-day period, they charged a fee and later claimed the specs were stains, refusing acceptance unless I cleaned it at my expense. This company is unethical and does not stand by their product.
I was sold a used mattress without being informed, which feels dishonest. The sales agent didn’t disclose its pre-owned status, and I later realized I could have bought a new one for just a few dollars more. This lack of transparency and misleading sales practices caused great frustration. I’m sharing this to help others avoid a similar experience.
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