I went yesterday and purchased a mattress, the salesman Dan was great. He helped choose the perfect mattress with great customer service. Scheduled to have the mattress delivered Wednesday afternoon because I had a meeting the next day. Meeting was cancelled called the store and got Bill, asked him if the mattress could be delivered today and he said he would call the and check. He called back and said they could deliver and the delivery guy would call when on there way. I explains to Bill once again that I was at work and would need a 20-30 minute window. He seemed perturbed but said he would call back to tell them. He calls me and said yes they would call and delivery is between 1-4. 30 mins later a rude and very sarcastic guy calls says he will be at my house in 10mjn I told him I couldn't make home from work in that time. He said I would need to call and reschedule for next day. I asked his name twice and he wouldn't give, he continued to be rude and I told him not to speak to me like that and he hung up. I called Bill back told him how upset I was and Bill was just as much a jackass. I told him I would come in and cancel my order because after spending 1,400. On a mattress I expected to be treated with respect. He said I don't know what he said and basically didn't believe me. So got my money back and Best Mattress has lost a great customer as I have purchased several mattresses here but never again.
Kayla from customer service called and she exemplifies service excellence. Her Service recovery skills exceed my expectations and Best Mattress needs to recognize her. I have decided to purchase the mattress from best because of her sincere apologies. I hope the company will hire Kayla to train the warehouse staff and delivery persons professionalism. Thank you Kayla