Tempur-Pedic Flagship Store — Attraction in Albuquerque

$7,250 purchase made 8/10/19 ProAdapt Med. Bed & Ergo Extend base = 4 stars. Slept in the bed for a 2-1/2 weeks now. Bed is very comfortable and base has all of the bells and whistles.

Sales pitch = 5 stars The sales staff were very knowledgeable about the products and various options and did a excellent job of explaining them. Kathy managed up their delivery team, explaining in detail that we could expect a pleasant delivery experience to include after hours, weekends, & white glove delivery service.

Follow up = 1 star Kathy did a very good job of explaining the follow up process; however she did not follow up initially as she explained nor did anyone else from Tempur-Pedic. Kathy did finally follow up today after the lengthy delivery process.

Tempur-Pedic communications = 2 stars Out of the three sales people (Kathy, Clay & Frank), only Clay actually did what he committed to do. Only Clay offered an apology following our initial complaints regarding delivery issues.

Delivery communications = 1 star Both the Tempur-Pedic sales staff and us communicated multiple times that the delivery had to be made in the evenings or on a weekend. The delivery company could not comprehend this requirement and tried multiple times to schedule delivery outside of our requested times. Denise (ProRelo/Belkin delivery) also let us know that they do not make weekend deliveries.

Delivery = 0 stars After purchase we were never contacted by either Tempur-pedic nor the delivery company until we contacted the Tempur-pedic flagship store in attempt to schedule delivery. The first delivery was made over a week and a half after purchase. Delivery was made at 7:30 in the evening on a weekday. Mattress was delivered with no issues but one section of the base was torn on the corner out of the box. We immediately notified Clay at the flagship store. Products were accepted with the understanding that the damaged base would be replaced at no cost. Delivery team did not seem to be very well trained.They initially forgot to remove zip tie straps from the bottom section of the base and when they tried to operate the bed the hydraulics busted the straps loose, making a loud popping sound with pieces of the straps flying out from under the bed. Also, the first time they tried to operate the bed the top section did not operate because they failed to plug it in and had to remove the mattress and troubleshoot. No gloves or shoe covers were worn. The second replacement delivery attempt was worse. Again no communications to schedule replacement delivery until after we contacted the flagship store after waiting over a week. Did not receive a follow-up from Frank as he committed to, but did receive a robo-call from ProRelo after four more days confirming delivery the next day during the daytime hours. We were able to dial an option to speak to a delivery representative. Spoke to Denise and she attempted to reschedule us for the following week after 6 PM and again confirmed they did not deliver during the weekends. Contacted the flagship store once again to assist us with scheduling delivery at a time that we would not be at work. Clay helped us to schedule delivery after 6pm the next day. Received a call from the delivery team the day of delivery confirming delivery at 4:30. Reiterated that delivery needed to be made after 6pm. Delivery team arrived on schedule removed the mattress and proceeded to take the base sections apart but without removing the interconnected cords. After some struggles, they took one section (wrong half) out to the curb and quickly realized that they didn’t have two sections to replace. Brought the good half back into the house and along with the replacement bottom section. Struggled to put them together knocking our bed frame around a bit. After getting the mattress in place, they proceeded to test the bed and realized they forgot to plug in the top section as it did not operate. After a bit more struggles delivery was finally complete after more than an hour. No gloves no shoe covers. Mop the floors and wiped down...

I would give it a zero if I could. The store wasn’t nice after the purchase. We waited 6 hours for the shipper to NOT call & NOT show up. I called & they said they got delayed. They then wouldn’t bring it the next day & it would have to be the following week. I said I was out of town. Tempurpedic escalation team didn’t help & the shipper ended up sending a date of delivery again. They said they couldn’t change it so i am now literally watching them from the plane on my Ring bring my old mattress down & tell my boyfriend that they will not bring the new mattress up the stairs. I filled out a form for the shipper that there was a flight of stairs AND I told the girl who sold this that my flight of stairs was narrow & she said absolutely there will be NO problems with that. I can’t believe this is happening & how uncaring both companies have been to all of their issues. I’ve never encountered something like this. I’ve also gone through Denver mattress. I can’t believe the amount of time spent in dealing with this & how much money I spent to have a nice mattress delivered. I will file complain on BBB as well.

As a continuation, I’ve wasters many hours now - as I’ve been told the shipper will not deliver if - calling the store, leaving messages, no call backs, spending time on the phone with Wells Fargo to dispute the $5k I’ve got charged in my name but no product, & finally spending time with the 1800 number where first I was told ALL manager were in a meeting so to call back & then when I did get a manager was told he couldn’t help me bc he didn’t have the same system as the store. Luckily, (hopefully bc it’s not fixed yet) Lauren on the escalations team has promised that she has canceled the order & will have my account credited at Wells Fargo & then I can close it. That was last week. This week she says it’s up to the accounting team & I should hear back from her today. All I wanted was to have a new mattress. Still sleeping on the same one. Thank god I didn’t pay in cash like I was originally going to! And why is your store not registered with the BBB. That would seem why they operate the way they...

I want to lead by saying that everyone I've spoken to in this store has been wonderful to interact with! So kind and so helpful, I can say that shopping here was an all-around pleasant experience.

Trying the various pillows, mattresses, and massage bases was actually quite fun, and I'm certain I nearly fell asleep at one point, which is a huge deal to me!

So! I've had several sleep-related struggles and have been looking for simpler and better solutions for quite some time now. Surprisingly, this cute little pup in my hands has solved one of my problems!

Until now, I've had to sleep with a rolled-up blanket or similar to get my arms and shoulders in the position I need them in. This meant rolling and rerolling the blanket to fix it every morning or night. I actually hadn't even considered it initially, but my husband noticed the stuffed animals and convinced me to try holding one of them how I would normally hold my "roll." The firmness of the stuffed animal as well as the shape ended up being exactly what I needed, and as a huge bonus, it's soft and...