I purchased a mattress via the company's web site through a google shopping link. They sent a prompt message and called stating that the mattress would be delivered in 3 weeks. After 3 weeks nothing had been delivered and no shipment confirmation or any other communication had been sent.
I called the service line and was told by the agent that the manufacturer stated that the delivery would be delayed for 4 weeks. Again, no communication by either phone or email had been sent to inform of the delay.
After waiting for 4 weeks for the item to be delivered on the date promised, there again was no delivery. I called the service line and was told by the agent that they would call to find the status of the order and that I would receive a call back within 30 minutes. After an hour without a call back, I called the center again. I was told by the agent that they were "working on it" and could I give them another 30 minutes to call back. After 45 minutes with no call back I called again. I was told by the agent that another agent was on the phone and asked if I wouldn't mind being placed on hold. I was on hold for 20 minutes before an agent returned to the line. He stated that "the supplier has told us that the order will take another 4 to 6 weeks to fill and that you will need to pay an additional $100.00 to complete the order"
Delays are understandable, but 3 months is excessive by any measure for a mattress. The lack of communication is simply unacceptable, any consumer should have the right to know when the delivery of an item purchased has been delayed, especially when the item is this expensive. The nerve to ask for more money to complete the transaction after the company's failure to provide any communication to the consumer is simply outrageous.
Protect yourself and stay far away from nGap and GovEx!
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