Tempur-Pedic Flagship Store — Local services in Novi

The service and delivery were incredibly disappointing. We waited 2 weeks for a very expensive mattress and set of bases. The delivery people were very unprofessional. They delivered the wrong bases and when they were told that they were not what was ordered, they stated that they were correct and refused to look into the matter. He said “I’ll see you when I come back to deliver the correct one”, and “you need to call the store”. It took another 2 1/2 weeks to get the correct item after multiple calls and emails. No one wanted to be accountable for the mistake. The bases that were delivered were not even found on the Tempur-pedic website. The store manager said she had never heard of the item that was delivered . It was a basic base with no features and we had ordered and paid for a much more expensive base. Even though we sent pictures of the items that were delivered, there was some disbelief that a mistake could have been made. This was a very irritating situation that required a lot of time to resolve. We ended up removing the wrong bases and assembling the correct ones ourselves because of the poor behavior of the delivery drivers from the first delivery. They were inappropriate, late and used our personal belongings without permission. I cannot recommend Tempur-pedic at all. While the mattress is OK, the delivery and service to resolve the problem were incredibly frustrating and disappointing. No compensation was received. Buy your...

I knew when I bought a tempurpeidc I was going to get amazing customer service if something went wrong. What I didn’t know is that amazing service would be even better at the tempurpedic store. Long story short I had a defected mattress which I purchased from the now out of business art van. I made a claim with tempurpedic and they informed me that they would replace my mattress, then instructed me to go to the Tempur-pedic store to test out which one I’d like. It was at this point that I met one of the best if not the best customer service advisor Elyse. She couldn’t have been more professional, more generous, and best of all more knowledgeable about the product. Even with other customers in the store she made me feel like I was the only one. She really walked me through all the differences between the firm and the medium that I was having the hardest time trying to decide between. It took me forever because I was so indecisive haha but she had amazing patience and couldn’t of been more helpful. I can honestly say that this was the most pleasant customer service experience I have ever had. Thank You for...

My husband and I made the hour and a half drive to 12 Oaks because there were several mattress stores in the mall. Tempur-pedic was our first stop. We were greeted and felt very welcomed. Elyse helped us out - she’s very professional and knowledgeable. She made the process so easy for us - she didn’t throw a bunch of options at us instead she asked great questions to help find the perfect bed for us! We did let her know that we were going to shop around, and that Tempur was a bit more than what we were looking to spend, she still walked us through the whole process and was very patient. We went to the other stores, prices were a little better but the experience was not nearly as good, we didn’t feel as educated. We looped back, once again Elyse was so patient and understanding - we didn’t feel pressured to buy and she was thorough. We went to grab dinner and made our decision! Very happy with the service and product! She even followed up to make sure everything went smoothly. Elyse is a great asset to Tempur-pedic!!! Thank you! We will be back for the...