Mattress Warehouse of Morrisville — Attraction in Morrisville

We purchased a queen mattress and adjustable base in June 2020. We were told that if we weren't satisfied we could exchange mattress after 30 days. Six weeks later we called in asking to upgrade the mattress to a king size, base as well. We were happy to pay the amount needed to make this change.

Associate stated that she was new and didn't know how to process this change, please call another location. We did. Sales person walked thru the process and gave us the amount that it would cost to upgrade. We paid it right then with credit card. THEN he advised that it wasn't actually a done deal but would need to be expediated to higher level for approval. Ok.. how long will that take? ... only couple of days.

Two weeks later (and many phone calls FROM our side) we were told that the process for this type exchange had changed (actual date of procedure change was 4 days after we paid to upgrade)... They are not able to honor this upgrade.....

well that is disappointing. I would think that any transaction made BEFORE the procedural change would be honored but it's Covid and the world is upside down. We get it. Disappointed but we get it.

Also- should we not have been advised that it would be best to get the approval first and then pay the difference? It has now been over a month and we can't seem to find a person with the knowledge, experience or authority to refund our funds.

We've been told numerous things that haven't happened. Our salesperson is gone, district manager has changed, no one seems to be there on corporate level. Endless loop of no resolution.

Mind you sales person advised that funds would be back on our card in 4 days. (I have worked in retail and this is not a difficult process)

We've spoken to new district manager via phone, email and text over a week ago. All we ask for was a status updated on our refund. It's appx $1300. That's not cheeseburger money. That's alot of funds.

To date we've had no response or resolution. During this entire process there has not been one contact made towards us. We have had to chase them for any contact.

There seems to be ALOT wrong with this...

The experience started wonderfully. The store was nice, the salesman was polite. We found a bed quickly. They were able to price match, and include a nice frame. The delivery was scheduled for the very next weekend (Saturday). I was told I would receive a email/call Friday to confirm.

A week later, on Friday, I noticed I had not received a confirmation email/call by 3pm. So I called to confirm the Saturday delivery, no answer. I tried several times, to no avail.

On Saturday I had not heard anything by noon, so I called yet again. I finally reached an employee, and was told no one was there the day before because they called in sick, and there was a stock issue with the bed I had ordered, so my order was cancelled.

"What?? Why was it cancelled??"

They ended up rescheduling my order for the next Friday. Which was the day I had company coming to town. Again, Thursday, noon, no word. I called to confirm the Friday delivery. I was told they would reach out to the warehouse to confirm, but were pretty sure Friday was locked in. Night time came, still no confirmation email/call.

Friday morning I called to confirm and was not able to get through. I called the salesman, the shop, tried email. I called upwards of 20x throughout the day. No call backs, confirmation, nothing. My company ended up sleeping on an air mattress.

Friday night I received a confirmation call/email for Saturday. Saturday.. the day I had an entire day trip planned, out of town, with my company.

Saturday we woke up early and were ready to head out around 10am. The truck pulled up out front right as we were heading out. Because we were in a hurry, we had them just place the mattress, boards, and frame downstairs. We were not able to take advantage of the whitglove service due to the companies poor planning and terrible...

I usually wait until prompted by Google, some time in the future to respond to a review request. However I felt the need to jump on in and proactively write one to describe my experience. I was on the way home with some tropical fish for my aquarium. I decided to stop by to just casually check out what was available to outfit my guest bedroom. There was a couple in there already. Lloydine immediately greeted me and mentioned that she'd be right with me. As the couple contemplated a decision she swiftly came over, introduced herself and understood my needs. Before heading back to the couple, she handed me a sanitary sheet and pointed out 4 mattresses she would like me try and comment on. She did a seamless job of engaging both the couple and me. After my feedback, she zeroed in on a recommendation. The amazing thing is that our exchange felt warm and trusted, like that of a family friend. It did not feel at all that I was being "sold to". Lloydine keep the transaction to the optimum during where I did not feel rushed yet she had me on my way in good time. Mattress Warehouse should pride themselves on their sales training program. However, I get the sense that Lloydine had taken that training and added her own experience and "sales style". Great job! Will...