I bought a mattress 4 months ago and it caved really badly. I called them and went through process for several weeks and finally had the inspection guy to come. He said it's definitely a factory defect and mentioned nothing about any stain on my bed and any stain policy. We waited another 2 weeks to get our new bed delivered. When the delivery guy came, he just dropped a word saying that “he can't take the bed” because there is a stain. I can hardly notice any stain. The delivery guy just dialed the customer service number and left right away.
I asked the customer service guy that is there way that how they could prove that my bed has stain before or after the inspection or there is any standard for the stain. They just told me that they just take the delivery guys' word. It just sounded ridiculous to me that their company policy is so poor. The inspector guy looked at the bed inside out and took several pictures. The delivery guy just came in and took a peak for 5 sec and left. I asked them if they can send me the photos that the inspection guy took but they refused.
Now they told me that luckily the bed is covered in stain warrantee and it has to go through another process of cleaning and deliver. So hopefully I can have a "normal" bed delivered before my back pain gets worse.
One funny thing is that we also bought a ~$200 pillow recently from sleep country and it was supposed to be delivered with the replaced bed. When the delivery guy left, he even took the new pillow. Very poor customer service.
- Approximate cost of services:
- $1,200.00