Customer Service is Just Horrendous
Written: May 26 '09 (Updated Jun 23 '09)
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Pros: Decent bed, but firmness does not break down in Celebrity as told it would.
Cons: Completely disrespectful refusing to respond should you have other than a great opinion of them.
The Bottom Line: Stay away until management becomes "user-friendly". I'll update the review if they do.
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| assuredgrp's Full Review: Tempur-Pedic Swedish Mattress |
I bought Celebrity split king which is actually 2 twin XL's, and the adjustable foundation. On the floor the two mattresses butted very well against each other. The store manager was a friend and advise me there was no complaint about the "split" feature, and that when on the bed you can't even really tell like you would with conventional mattresses. One year later, you could tell. The bottoms butted, but the 1" thick pillowtop shifted and there was a 1-2" seperation between the pillowtops causing everything to fall between the mattresses from remotes, to dog paws, to toddler's knees. I regretting getting the split as my wife and I rarely adjust the bed anyhow, and usually only when one of us is home sick or if we are adjusted together. They were replacing the mattresses under warranty. I offered to have the two twin XL's replaced with 1 king Allure (slightly more expensive then Celebrity model, but 1 King Allure retails for about 35% less than the retail for the 2 Celebrity twins). They refused to do that. They offered to refund me what I paid for the 2 twins (50% off as the store manager is a dear friend), and charge me full current MSRP for the replacement. So they want to refund $0.50 on the dollar and charge full price on the replacement. No thanks. They replaced the twin XL's, and two months later, I have a seperation between the pillowtops again. Now they are ready to replace the split twins again - and again have refused my offer to replace with a product that cost them 35% less to manufacture that the split twins, again focusing on what I paid vs. MSRP. They seem prepared to continually have warranty expenses perpetually replacing split twins on "principle" rather than saving themselves money and effort, and satisfing a dissatisfied client. Stupid stubborn if you ask me.
-update 6/23/2009, seems like Tempurpedic would like to now just ignore it's warranty altogether. I sent a copy of the above to management in attempts to try to convince them that satisfying a customer (and saving money at the same time) was better than being stuck on procedure. I let them know I was prepared to offer my opinion (good or bad) to the world. I agreed to update this epinion with either my satisfaction or further dissatisfaction. Since I shared this epinion with them, I since cannot get a single return phone call or email. Not even to at least even honor their warranty with a like kind replacement. I have now been trying to reach them for a month, climbing the corporate ladder, and have received not 1 attempt from them to respond to either my voice messages or email. They now believe they do not need to respond at all to someone that might have a dissagreement with them. No attempts to work it out at all. Looks like I'll now may have to file a lawsuit to get them to at least honor their contractual warranty obligation (and completely smatter the internet with my distaste for the lack of respect they've shown by completely refusing to return a phone call or even send an email). In todays internet world, bad reviews spread like wildfire. All I weant is a phone call, and for them to at least honor the warranty. I can agree to disagree on the other matter - but completely shirking contractual warranty obligations because they said something less than admirable about you is just plain wrong.
Recommended:
No
Mattress Size: King
Mattress Firmness: Somewhat firm
Amount Paid (US$): 6,000
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Epinions.com ID:
assuredgrp
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Reviews written: 3
Trusted by: 0 members
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