Dormia Mattresses Complaint - Horrible return policy, helpless service people
CINCINNATI, OHIO -- The short story is the mattress is fine to sleep on but when it comes to marital relations it's horrible. I went to the store after a week. I calmly explained our disappointment but asserted that the nature of the problem was not going to get better over time. They say I MUST wait 30 days before I can return. Same response from customer service who also told me to "have 'relations' elsewhere!" REALLY!
When I spend a large sum of money to a company who touts themselves as high-end retail I expect more than just the spouting back of company policy. The sales person didn't have answers to our basic questions. There was little or no effort to address our dissatisfaction by either the salesperson, customer service and an unresponsive sales manager.
It looks like we made a very expensive ($1,700) mistake! The nature of the foam mattress is the problem. All of the remedies are very expensive. Either to pay to return the current foam mattress and pay to upgrade to another foam mattress, or abandon the foam mattress and get another brand. Additionally, customer service told me that even though there is currently a "up to 50% off sale" we will have to pay the difference between our sale price and retail on the new one. I repeated the policy back to her and she confirmed it.
The sales person in the store was pleasant enough but clearly had no information about resolving customer complaints. I called back to the store after my initial visit to see if any progress had been made. The sales person had left multiple messages for the sales manager but he had not called back. I told her to have him call me directly but she said that was not an option.
Our choices now are to pay at least $800 more plus shipping to try a new foam mattress or pitch the current foam mattress. If we upgrade and the problem is the same, we are out close to $3000 and have to pony up for a third mattress.
At all levels the company seems to have little urgency about our extreme disappointment.
In response to inquires to be more specific...
The more weight one puts in an area of the mattress the more one sinks in and away. Even though the surface is firm to sleep on, any concentration of force is absorbed. Like quick sand, the more force the more sink.
One ad for a foam mattress shows a person jumping on one side while a glass of wine remains upright on the other side. That's great for someone who sleeps with a restless spouse but a problem when you don't want movement absorbed.
Clearly, if it wasn't me this was happening to the images conjured would be extremely amusing.