After posting my review at the beginning of the month I was finally placed with with Mor's best customer service representative - Brianna. I'm sure after reading my update you will understand why I say Brianna is their best representative and you'll be asking for her too (sorry in advance for any extra work Brianna).
I had a horrendous nightmare experience with Mor (see my previous review), I could not believe how difficult it was to get some help and it just seemed the gentleman I was placed with didn't get the whole customer service thing even though Mor's motto is complete satisfaction. His partial solution, went on for months and it was what I like to call a comedy of errors.
Brianna reached out to me - both leaving me an email and voicemail and seemed incredibly eager and cheerful to help me. She had a completely different perspective and after speaking with her I could genuinely see she wanted to do what was right for me, the customer.
She listened to the my side of things, reviewed the file and it was determined the stripped screws could not be replaced. For the Hollywood Loft I was offered a re-selection, which was great, but I had a hard time parting with this bed because I had decorated the bedroom based on it and it was just perfect in the master. I also expressed continued concern with the low profile box spring in the guest suite which left a huge gap making the bed rather uncomfortable when the pillows slipped through.
Brianna went above and beyond and called around and was able to find me a brand new Hollywood Loft (which by the way was discontinued last year), she also swapped out the low profile box springs for normal ones and the guest bed is perfect now. The delivery team took extra care to not strip the screws on the new Hollywood Loft and put all the box springs and mattresses back in place.
I cannot express how happy and excited I am that I finally have a FAIR and amazing resolution. Brianna completed this task in record time, she showed genuine interest and delivered amazing service - I love to see great customer service. I can only hope everyone on the customer service team will follow her example, because this kind of service makes you want to go back. But just so we're clear, I want only Brianna to help me in the future!