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| - Where's My Mattress - (May 13, 2013 - 40 days since ordering!)
It's Monday, two days past the Saturday ship-by date promised by an Amerisleep representative in response to my original post above. I was also told, via email, that the mattress was "...out in our shipping department and should be shipped tomorrow." Tomorrow refers to last Friday, May 10th. Still no shipping confirmation or tracking information. Yet another email has been sent to Amerisleep requesting an update. I also called Amerisleep and told the employee that I was on the verge of calling Citibank to dispute the charge and kill the order. I was asked to refrain from doing so since the mattress was going to ship shortly. And that's where it stands folks. I'll let you decide if this kind of BS is what you want to deal with when you plunk down $1,738.00.
Where's My Mattress? (May 15, 2013)
Here we are another 24-hours later having been convinced to hold off on canceling our order by Joey the "manager" after he agreed to cut the price of the foundation in half, ship everything out right away, and provide expedited shipping. All of that said, we received a FedEx tracking number for the mattress ONLY, but the catch is that the mattress hasn't even been picked-up by FedEx! Yes, the anticipated ship date was yesterday, May 14th, from Pico Rivera, California. As for the discounted Cal King size foundation, we were given a separate FedEx tracking number from Joey the "manager", but this one leads to a FedEx tracking response of, "No record of this tracking number can be found." Just more empty promises? If not, it sure feels like it. Interesting how we were told that all of this delay came about because of the move of the "Amerisleep" warehouse to Indiana, yet the mattress that is supposed to ship to us shows that originates from Pico Rivera, California. Could this whole transaction be any more screwed-up? Don't think so.
The Final Chapter, Hopefully! - Sunday, May 19, 2013Whoa! That was like passing a kidney stone. First and foremost, I want to thank Joey the Manager for working with my wife to finally get this mattress and foundation to us. After more than 40 days of waiting, many emails, phone calls, and a lot of frustration, the goods are in the bedroom and we've had two nights on our Liberty Bed and while it's stiffer than anticipated, I think we'll eventually be very - VERY - very satisfied. I don't want to jump the gun and say this is the greatest night's sleep in history, but there is certainly great promise. Now, I want to be up front with regard to the fulfillment insanity that we went through.
1. There is NO reason for Amerisleep to not be completely transparent when communicating with their customers. If it is going to take longer than the stated, "They usually ship within 7-14 business days," the Amerisleep needs to give customers an honest estimate as to when the mattress will ship.
2. Forget the $75 credit toward the purchase of accessories when all it will get you is pillow protectors or a cheap mattress protector. Apply that $75 toward the purchase price of the mattress if it's going to be shipped weeks later than the usual 7-14 day turnaround.
3. Change your website to reflect the actual shipping time, or immediately CALL and email customers to let them know the situation.
4. BE UP FRONT with your customers and let them know the TRUTH about what's happening with their order. If your foam supplier is having issues with fulfillment, just tell us! The warehouse moving excuse falls flat. Keep customers up-to-date!
Finally, you seem to have a quality supplier and that should earn you credibility, but it is squandered when people are forced to go through what we went through - waiting, and waiting, and waiting some more. And to Joey - thanks again, and please know that WE know you are dealing with some serious difficulties."
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