Dormia Mattresses Complaint - WARNING! Don't Buy From Dormia!
NORTH CAROLINA -- Back in April 2007 I purchased a Dormia Air Bed, Dutches Series with the dual firmness feature. It took three weeks to deliver the bed after ordering. Called once to find out if it had been sent out yet, and the told me that I needed to wait another week. Well it was finally delivered. After it was delivered and setup, I tried it out. I pumped up the bed on both sides, and then deflated them. After deflating, then trying to pump it up again, one side of the bed would not pump up. Called customer service and it was determined it was the pump. They wanted me to pay to ship the pump back. I said I'm not paying to send it back, as it was defective when I got it and I have not had it two days. They approved to pay the shipping. Sent a new pump. For three months bed was working fine until I noticed that every night before going to bed, the firmness was not as firm and when pressing the chk button on the remote, it would show that it was down about 5 below my sleep number setting. Then two weeks later it got worse where I was pumping the bed three or four time during the night. I checked things out and the hoses coming out of the bed to the pump had splits in them like the hoses were dry rotted. I contacted customer service and explained that the bed is leaking air. The replaced the air cores, but again wanted me to pay for shipping to send the old ones back. I explained I should not have to pay for shipping to ship these back. They approved and agreed to pay the shipping. Three days after getting new air cores, bed continued to leak on one side. Contacted customer service again which then had a specialist dealing with the air beds call me, Bill McBride. He contacted me and worked with me for three days, having be recalibrate the pump and also other test such as putting the hoses in a glass of water to test the connectors to see if they were leaking air. Also tested where we detatched the hoses from the pump. Bed continued to leak on one side. I explained to bill that I felt like I needed to exchange the bed for another bed and felt dissatisfied with the bed. He agreed to let me do this, however customer service want me to pay for shipping to ship the bed back. I explained to them, I'm not going to pay for shipping to ship a mattress back that has been defective since the day I got it. This is not good customer service practice to make customer pay to have something sent back that was manufactured defective. They continued to argue with me about it and stated it's their policy to have customers pay for shipping to ship something back to have it replace, even when it's under warranty. I explained to them again, I will not pay for shipping as I don't feel that this is good customer service to make someone pay to for something that defective just to get a replacement. They continued to argue. I requested supervisor to call me back. I have not gotten a call back from supervisor. I called back. Explained situation again. Continued to argue with me that I would have to pay for the shipping and supervisors would not approve to pay for the shipping. I asked to speak to a supervisor, they were in meetings. They took my number to have one call me. Never heard back from them. I called back. Still argued with me about me having to pay for the shipping. At this time I was very upset with the situation and the poor quality of customer service I feel that I am receiving. I explained that if they don't pay for shipping, the bed is going to the dump and I'm not paying for it. I have been in customer service for over 15 year myself dealing with the public and you don't make your customers pay to handle a unsatisfactory issue especially when there appears to be a manufacturing defect. I would highly recommend not purchasing a bed from Dormia as you will be sorry if you have to deal with returning it back. Google Dormia Reviews and you will see many complaints about their company and their products. I would recommend paying a few bucks more and going with a Select Comfort bed. Quality is much better and customer service is also better.