To: Owner or President
Over the past 9 months, we have noticed that both sides of the mattress have sunk, leaving an unsightly uneven appearance especially after the bed is made. The depression shows right through the bedspread. Additionally, my back ailment has increased to the point where I am beginning to experience sciatica.
We contacted the store in Rolling Meadows. They found our purchase on your computer (Pullano 847-593-5149) and scheduled a dream inspector to come out and examine the mattress.
I got a call from the inspector on Saturday asking to come over at 8AM Sunday morning! It seemed unusual but I said okay. The inspector (Frank) took some measurements and tried to explain to me that the depressions were not deep enough to enforce the warranty. We needed to be 1/8" inch deeper to qualify. I explained that the appearance of the mattress was not acceptable and my back was beginning to spasm from the sag. He said he would make our comments known and that we should hear from someone within a few days. Weeks went by and no contact. Finally, I contacted the Arlington Heights store that told me to contact the Rolling Meadows store. Still no reply after one week!
Finally, in desperation (and playacting), I stormed into the Rolling Meadows store yelling and demanding we get some satisfaction. I told him the mattress we bought is sh*. The assistant manager who appeared frighten by my uncontrollable anger, assured me we would be contacted by a district manager. That was 2 weeks ago. No calls.
My next course of action is to carry my mattress to your stores' entrance and show potential customers what happens to an $1100 mattress after 3 years use and following all the rules on rotating and flipping every 3 months. I am also President of the local Little League (1000 families) and I plan repeat my frustration in our newsletter and every meeting I preside over to prevent others from this humiliating and insensitive experience.
Your customer service is a disgrace! I want you to honor your warranty. Give me a new replacement.in addition, do not send me to one your stores. Your managers are brain dead and non-responsive to customer needs.
John & Kathy Pullano
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