Dormia Mattresses Complaint - Buyer Beware Of Dormia Claims - Dormia Mattress

Posted by WaxRash on 2007-07-17:

I so want a Temper Pedic mattress.My mattress now is old,and it sux

Posted by david07003 on 2007-07-18:

I work for Dormia Mattress as a salesperson in one of their factory stores in NJ. I recommend taking advantage of their exchange policy. You pay a $99 redelivery charge and the difference of the new mattress that you want. To be honest, the model that we sell, that is made to the Temperpedic standards, is a model that we would rather have you not buy. While its a popular bed because of the infomercials and such, Dormia makes the other models with better features like edge supports, more breathable covers, stronger support bass, etc. But because the Temperpedic model is popular, many people want it so we sell it. If you do a little research on the Temperpedic model that is similar to the one that you bought, you will see that so many people have the same complaints that you have. Keep in mind that if you upgrade, Dormia has to distroy your previously owned bed, because they cant resell used mattresses. So you beat the company somewhat. Ask the salesperson there which models are the most popular. Then try them out. I think that you will be happy.

Posted by Amick on 2007-07-18:

Maybe I would have considered a "comfort exchange" if I didn't feel so "had" by Dormia's "bait & switch" tactics as well as their "guard the castle" mentality toward "customer service" -- 'can't get through to ANYONE who can make a decision (only parrot back policy). I DO NOT TRUST THESE PEOPLE & their attitude toward the customer is beyond the beyonds. They're very good at making one thing, though: loyal TempurPedic repeat customers.

Posted by Amick on 2007-07-19:

I just found a complete article online that explains in great detail just WHY there's such a difference in these mattresses. It's written by a former mattress salesman. To learn more, go to: www.memoryfoambedbuyersguide.com 'Wish I'd done my "homework" before, not after, my purchase with Dormia! Maybe others (besides Dormia) can profit from my mistake.

Posted by david07003 on 2007-07-21:

What did customer service say about exchanging your bed?

Posted by Amick on 2007-07-28:

Of course, they quoted their "comfort exchange" policy which entails ABSOLUTELY NO RISK TO DORMIA and another $1000 risk to me, the customer, who was duped. They still FAILED TO ADDRESS MY ORIGIONAL COMPLAINT which is (and I reiterate ad nausium): Their sales representative LIED TO ME to make the sale!!! The only way I would be willing to try a "comfort exchange" would be for them to pick up the first mattress, bring the second one, let me try it for 30 days, and then either I would pay in full or send it back. I've already lost $1000 on this company. Why would I throw away "good money after bad"? We all know: "Fool me once, shame on you. Fool me twice, shame on me!" A good start would be SOME SORT OF APOLOGY -but that, of course, would require the company to assume resposibility for culpable action on the part of their front line sales staff. Based on ALL CONTACT I've had with Dormia's "customer service" department, I find that highly unlikely. So now what??? Tempur-Pedic is having a factory direct promo sale through August 15th so I figure I should just cut my losses and buy what Dormia was purporting to sell but obviously doesn't.
David, if you think that Dormia is, indeed, a reputable company, what do you suggest that I do to GET THROUGH to them??? NO ONE will give me the contact name and information for anyone "higher up" in the company that the brick wall of the "customer service" department. In fact, on my last contact with their customer service representative, she said that her department was there so that the customer would NOT be able to get access to management. What kind of policy is that? If it were my company, I'd like to know there's a leak in this vessel sometime prior to the ship sinking so that I'd at least have the opportunity to patch the hole. Wouldn't you? Forget advertising - customer service will make or break a company in the end!
Why is it that NO ONE at Dormia seems the least bit concerned about my situation? I am not the first (nor, surely the last) Dormia customer with this exact complaint. When will this company "wise up" and "own up" to accept responsibility?

Posted by david07003 on 2007-08-07:

Call me in the Menlo Park Mall store, Edison, NJ, and I will give you some more information. By the way, with any comfort exchange (regardless of the retailers in most cases) you beat them and not vice versa--the retailer has to distroy your bed because they dont sell used mattresses. Most retailers dont want to do comfort exchanges.