Spent a lot of money on a new king-size bed and paid extra for delivery.
Delivery arrived as scheduled, two guys carried the bed into our bedroom and started to assemble the bed frame (metal rails). I had to step away for a moment as I had something on the stove. When I got back, the bed was all put together and the guys were leaving.
It was only after they left that I realized one of them had put a 3 foot, deep scratch into my wood floor. I assumed they had done this when they were putting the bed frame together.
We immediately called the store, and the same salesman who was our best friend when we were buying the bed, completely dismissed us and washed his hands of the whole situation.
The salesman told us "it was out of his control" and there was nothing he could do, because the delivery company was a contracted company that Mattress Giant hires to do deliveries. They are not a part of Mattress Giant itself.
My husband is tenacious over things like this, and after several phone calls, got ahold of a manager in Mattress Giant. This man said that, if we would send him some estimates on having the floor fixed, he would he would see what he could do to have a check sent to us. This was the best he could offer, to "see what he could do"... After we dropped $1,400 in their store.
Mattress Giant completely and wholeheartedly washed their hands of the entire situation and wouldn't even try to help us. I would think they would be mortified that a company who was working on their behalf was breaking things in people's houses. We did try to follow up with the delivery company too, but never got anywhere with them either.
We finally admitted defeat. We took the high road and did the civil thing, calling and writing letters, and it got us no where. So now it's my mission to tell everyone that Mattress Giant has no customer service and doesn't care one bit about their customers. Buy a bed from them and be aware that once you walk out the door, their willingness to help you ends.
Tonia
Eden Prairie, Minnesota
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