On November 23, I called 1800MATTRES (1 800 628-8737) and placed an order for a King Size, King Koil Mattress, Mount Vernon model. The mattress was delivered on December 13. The mattress was defective (a large stain covered the left bottom corner of the mattress and there was a tear on the side) the delivery driver told me that the mattress was not sized right either, so he called (not sure if it was the warehouse or the customer service number at 1800MATTRES) and requested an exchange.
On December 20 the replacement mattress was delivered to my home. When the delivery team carried the mattress to my bedroom, I noticed the mattress was taped around from top to bottom with clear packing tape that was not packaged by the manufacturer. When the delivery team took the tape and the plastic wrap off the bed, I noticed the mattress sagged in the middle, the pillow top at the head portion was disproportioned, and the bottom portion of the bed sagged downward as if the people had sat the edge of the bed over a period of time.
I started to suspect that they delivered the wrong mattress, that this mattress was taken from another home or was a showroom mattress. I sniffed the mattress and it did not smell like a new mattress (the first mattress had a strong foam rubber/latex smell and was packed in the original plastic packaging). The next morning, I woke up with a stiff back and a sore neck. I examined the mattress closely again, and still saw the sag in the middle of the mattress, the bottom portion of the bed was still sagging downward, and the head portion of the bed's pillow top was disproportioned.
On December 21 and on December 23, I called 1800MATTRES, 1 800 628-8737, and spoke to the Customer Service Reps, I told them the problem, which they said they logged, then I asked to speak to the supervisors, Al Cusa or HollyAnn. I was told neither was available so requested that they call me back and left them my work number and home phone number. I also left a voice message on Al Cusa's voice mail to call me back; neither Al Cusa nor HollyAnn returned my calls.
I called the 1800 warehouse, (301) 931-2380, in Beltsville, MD. And spoke to Johnny, who said that his supervisor, Kimberly Thompson, was on vacation until after the holidays.
On December 28, I called 1800MATTRES, 1 800 628-8737, again, and finally reached one of the supervisors, HollyAnn. She told me that she would resolve this issue and call me back that day or the next; she did not call me back.
On January 4, at 10:00 am, I called 1800MATTRES, 1 800 628-8737, and spoke to HollyAnn again, and she said she didn't recall speaking to me about this matter. I asked her to check the log, and she said that there was no log regarding our conversation. She told me that she would call the warehouse in Beltsville, MD. To resolve this and call me back in 15 minutes, she did not call me back.
On January 4, at 11:30 am, I called the 1800MATTRESS warehouse, (301) 931-2380, and spoke to Johnny, who connected me to Kimberly Thompson. I told her I was Karan Seyford, but she must have thought I was one of the customer service reps or a supervisor from 1800MATRES, because she told me that Ms. Seyford is NOT getting a new mattress just because she wants a new one. Then she said that Ms. Seyford only paid wholesale for the mattress anyway. Then went on to say that the first mattress was defective, but the second mattress was re-packed and sent to Ms. Seyford and that she was not getting any more mattresses from her.
All I want is an exchange for a new mattress which is still in the box so that I will know that it is brand new; how much I paid for the mattress is not the issue. The amount was negotiated for a new mattress sale by the Sales Manager at 1800MATTRESS.
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