Lies, Incomplete Order, Abusive Manager, No Customer Service
LANCASTER, PENNSYLVANIA -- 18 months ago we bought two top of the line Serta adjustable, twin extra long mattresses for our king sized bed. Spent @$8,000.00. Love these beds, not the company where I bought them.
Delivery of these beds was several hours late. The delivery guys placed the twin beds on the slats in my bed frame, collected the packing materials and left. When I tried to raise the head of one mattress, I discovered that the beds did not work independently. The reason we bought two beds was so we could set the beds independently. I looked for the owners manual, there was none, the delivery guys took it along with the packing materials, warranty and bed legs. I called Mattress warehouse, explained my problem, their response was to send me a copy of the owners manual...weeks later. To reset the controls my husband had to remove the mattress, turn the foundation on it's side, remove the metal cover on the control box with a screw driver, and reset the numerical tumblers with a new code...on BOTH beds. He is not a young man! Three months later my brand new bedroom furniture arrived from Interiors Furniture store. The mattress and foundation could not be set on slats in the new bed frame...but I had no legs because the delivery guys from Mattress Warehouse took the eight legs that came with my mattress foundation along with the packaging trash. I called Mattress Warehouse again. They gave me four 4inch legs and four 6 inch skinny hollow tube legs. Junk. That's all they had.
We have been sleeping on a bed with wobbly legs and a two inch offset for the past 15 months. During this time my husband or I would stop in at the Lancaster store every few weeks for an update on the delivery of the Serta legs we bought and paid for, the ones they failed to deliver. We have dealt with five different 'managers' during this time.
Recently I stopped in at the store, and no surprise, there was a new manager. She got on the phone to Serta ( just like everyone before her) and acted like she could really get this done. She couldn't. I raised my voice and dropped the s--t word. Unbeknownst to me, a new customer entered the store, overheard the conversation and turned to leave the store. The manager told me I had to shut up, and then tried to convince the customer to stay. But the woman said she doesn't want to do business with a company with such bad customer service, and left the store.
The manager then called the police on me, lied about the incident, said I was cursing and shouting (I did raise my voice, but it didn't Shout) and had me cited for disorderly conduct! I'm still speechless. I have hired an attorney and we are suing the Mattress Warehouse.
I called Interiors Furniture store, who sells Serta beds at the EXACT SAME PRICE as Mattress Warehouse. They got the Serta legs within five days. They will deliver them to my house and put them on the bed that they did not sell.
Moral of the story....do business with Interiors. They are a class act. And whatever you do, don't expect service from a warehouse Mattress Firm.
A friend had the cops called on them at the York Mattress Warehouse store. Seems the Mattress Warehouse's business model is to call the cops when dissatisfied customers dare to demand the service and products for which they paid.