Mattress Forum

I'd like to know so that I can be sure not to purchase from them in the future.  I'd return it solely on the principle of thier approach and attitude.

I am in total agreement with Kimberly, that I would not do business with this company.

I would not do business with them, NOT because they sent a damaged piece of latex - that can happen with any company. But rather, the fact that they said in the future they will not guarantee that any piece is in better shape than this one so would not offer a return or anything on it. If they'd said, "Oh, sorry, we shouldn't have sent that out, we'll send you another one or offer you a discount", then I'd say "That's fair!" But to say that it is "just an imperfection" and not damaged, is b.s. imho.

I think it's up to them not to accept damaged latex from their supplier and to make sure it does not get damaged in their warehouse. So therefore they should not send out damaged latex.

I think a smaller tear, like maybe one inch or so, or a small "scoop" like my Dunlop piece has, is "imperfection", but THIS is damage, and I don't like their attitude about it.

Please tell us who it is.

I get tired of some businesses attitude.  In these difficult economic times I refuse to put up with this attitude anymore.  I don't have money to burn.  If they choose not to cooperate they will lose business because the internet does spread truth about companies.

I was thinking rockymountainmattress.

The thing is, it's up to them (whoever sold it) to inspect it and make sure it's good; OR to make it good when a report comes in that it is damaged. Especially when photos are taken and sent.

When I got substandard goods from SleepEZ, they were totally agreeable to making it up to me. They offered me a good settlement without my having to say what I wanted to do or anything, they just came up with a good offer, I jumped at it, and appreciated their willingness to "make it right". That is how business should be done, and because of it I will order from them again. But this company - whoever it is who sold these damaged goods - is taking the attitude that "damaged goods are okay."

So, I'll vote with my lack of business to them, to say "No, it's not."

Again, it's no big deal that it has a tear; what IS a big deal is not offering a discount or something in return for the damage, and accepting fault for it instead of saying, for all practical purposes, "That's the way we sell stuff, so in the future, we don't want to hear about it!"

If I may get on my soap box for a minute, this is the "new attitude" of U.S. businesses and I don't like it. It used to be that many businesses felt the "customer is always right" and that is, to me, what makes a good company. This new attitude reflects a short-sightedness. Instead of buidling good word-of-mouth like Flobeds and SleepEZ, they are building "bad word of mouth". That is short-sighted and NOT the way to build a business, especially in this age of internet forums and reviews.

Here's an update on the situation: I let them know how disappointed I was in their customer service, saying I would no longer be a customer of theirs. I received an e-mail telling me that there's a miscommunication and they want to pay the cost of the swap.

I don't have the time or resources to swap latex. I don't want to take it off my bed, I don't have a carton, and I don't want to haul a 53 lb. box to FedEx! I'm going to write back and see if they'll offer a rebate. I think it's only fair considering I paid full price for something that was received in less than satisfactory condition.

Would I order from them again? Well I got one topper that was perfect, and then this damaged topper, so their track record is 50/50!