We bought a waterbed from The Bedroom Shop in Newmarket. Took 2 weeks to get to the shop. When we picked it up there were pieces scattered all over the back room, not as a whole packaged set. It was very disorganized. Took it all home and while setting it up the next day we discovered that the 2 inch thick piece of foam that was supposed to be on top was missing. We called Jeff, the owner of the shop, and it took 3 weeks to get the sponge to the store and the corners were not rounded off like they were supposed to be. This problem caused the lining in the zippered comparment that the foam was to fit in too pull apart and rip. We called Jeff once again and he had me take pictures to send him and told me to bring it in and they would repair it. How long would that be? Two weeks. Two weeks went by and no word from him. We went to the shop to check on it and the woman working that night found it in the back room still in the bag we brought it in. What great service! Ok, we were nice about it and wete informed it would definately be back on Wednesday. I called every single Wednesday for the next 5 weeks snd each time was assured I would have it on the next Wednesday. I even called Terry at the warehouse where it was sent Same thing from him. Finally my husband had had enough because now the bed was getting out of shape because we didnt have the piece that keeps it in the frame. We went to the store again to find out what was going on...2 months now. We were told to see Jeff. My husband left a message for Jeff. He has till 6:00 tomorrow to have the piece delivered to the house or you will have to deal with me and you wont
like it. So I called today and was hung up on 4 times. So I called back and said I would be at the store in 20 minutes.
- Approximate cost of services:
- $1,200.00
- Company Response
Hello Cathy.
The waterbed was bought in august 2013. I am not aware of any issues at the time of purchase. If there was an issue why did the customer not do a review 14 months ago.
What has happened here is, We were sent a photo of a tear in the material of Cathy's Bed approx. 6-8 weeks ago or approx. 1 year after delivery of product. We suggested it may be faster to deal with the manufacture directly, and gave her there contact info.
Sunday Oct 5, Cathy and her husband came into the store looking for the owner and to have the owner resolve this by 6pm Monday.
I Jeff Reynolds the owner was not in Sunday, but I did call Cathy at 10:01 Monday morning. Much to my surprise this warranty issue had not been resolved, I immediately called the Manufacture and raised hell. I called Cathy back 1 hour later and told her a repaired or New cover would be delivered wed or thurs at the latest.
At approx. 5:30 Monday I received a phone call from a Ballistic man, who turned out to be Cathys husband, who I have never spoke to prior.
Well he was yelling and screaming to the point I had to hang up on. I assume Cathy had perhaps not communicated with him earlier on , I'm not really sure.
Tuesday Morning at 11am approx. I again called cathy to assure her a NEW cover was going to be drooped off on wed Oct 8.
I also mentioned to her that I would give her a free electric pump rental and a free bottle of conditioner.
In closing I mentioned to her, that if the Owner of the company does not know that the manufacturer has been giving her the run around, then how can one help!!
I found out Monday Oct 6 at 10 am.
We are having a new cover delivered free of charge wed Oct 8 in the afternoon, with a free rental and bottle of conditioner .
I think that is pretty good customer service!
Jeff Reynolds
Bedroom shop