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| - Purchased a beauty rest black mattress last week. We paid over 6k for the mattress plus an adjustable base. Literally 2 minutes after the delivery drivers left we noticed a huge stain on the mattress. I immediately got on the phone with the store, they were able to get a hold of the drivers and confirm that they did just leave. We were told that they could not deliver another mattress tonight and we should just put our sheets on the bed and sleep on it and another one will be delivered tomorrow. This was 3:30ish on a Friday. The delivery window was u til 6pm, I was unsure why they couldn't deliver that same day.
The store associate Roger gave us the customer service number and told us to contact them because there was nothing else he could do. We called this number. No answer. Left messages and kept calling. Called Roger back to inform him that no one was answering and we would like a managers number. Roger insisted that they were there and to keep calling, also that he could not give out personal numbers to clients. Who's asking for a personal number? I simply asked for a manager, at minimum someone who could help. Roger said he would call us back.
At this point I contacted another store location and asked for a manager. The guy was very nice, said he could have his manager give me a call. Within 5 minutes a manager named Steve contacted me. I sent him photos of the stain and explained the situation of not wanting to sleep on a stained mattress. Again he said there was absolutely no way to get another bed there tonight. I explained how this was very disappointing, especially after spending so much money on a bed. He insisted we got a great deal.... on a stained mattress that would void our warranty....yeah....great deal! Steve also informed me that he spoke to the delivery driver and they said it was just a grease stain!!! Wait! What???? Your drivers saw the stain and didn't say anything and thought it was still acceptable to leave the mattress. Sure was nice of them. Especially because warranty would be void. This was completely unacceptable!
Since there was no getting a new mattress we agreed to use the mattress protector but would like a new one delivered with the new bed the next day and they could take the old mattress protector. This was like pulling teeth. Wasn't until we threatened to get a complete refund that they agreed to this. Blow a $6800 deal over a $160 mattress protector after delivering a stained mattress... why did t take so much thought?
Also beauty rest runs a promotion to get a sleep tracker. Just have to go on the website and type in the serial number attached to the mattress. The stained mattress serial number was invalid (once we got our new mattress the next day, that serial number works). Just seems sketchy, stained and serial number is invalid.
Anyways, we still have not received a call back for customer service. Still goes to voicemail, even during business hours. We were in between a mattress at Best Mattress and one at Mattress Firm. Best Mattress gladly boasted their BBB rating at A+ while the other was D-. After my experience
I'm not sure how this is true. The bed is great, beauty rest designed an amazing bed, unfortunately this mattress company had terrible customer service.
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