https://boards.hellobee.com/ Pregnancy, Baby and Parenting blog, by Hellobee en Wed, 11 Nov 2026 05:40:17 +0000 https://boards.hellobee.com/topic/customer-service-help#post-669996 Wed, 27 Mar 2013 08:19:35 +0000 KissMeCait 669996@https://boards.hellobee.com/ <p>@MrsTiz: By all means, have at it, I’m just saying that it’s more than likely a waste of time. I know retail CEO’s and I know how their offices work. They don’t talk to customers. That’s why they have so many employees. Also, a retail store and a bank are two very different things. I’ve worked for both and I can say that the higher ups in banking are generally much more available to the public than someone holding the same position at a retailer. Crappy but true (in most cases).</p> <p>Happy to hear that it worked out for you in the end. It sucks that you had to pay out of pocket for a better mattress but hopefully this one will last you a long time. </p> https://boards.hellobee.com/topic/customer-service-help#post-669832 Wed, 27 Mar 2013 06:47:22 +0000 MrsTiz 669832@https://boards.hellobee.com/ <p>@LindsayInNYC: Long story short, we ended up getting a better quality mattress but we had to pay out of pocket for it, we got a pretty incredible discount though so it wasn't too bad. It will be here tomorrow! :)</p> <p>@KissMeCait: On sale =/= bad quality. It was a Presidents Day sale. When we were buying our house we had unbelievable trouble getting the bank to meet the deadline THEY set, so my Realtor e-mailed the President of the bank and we closed two days later so sometimes it works :) </p> https://boards.hellobee.com/topic/customer-service-help#post-668745 Tue, 26 Mar 2013 14:41:36 +0000 KissMeCait 668745@https://boards.hellobee.com/ <p>I agree with @ms.janedoe. I doubt anything is going to come of this. You said that the mattress was bought on sale. That’s probably why it’s falling apart. DH and I bought a discounted mattress from a furniture store when we first moved out on our own. After a year, it was super uncomfortable and lumpy. You get what you pay for. </p> <p>Unfortunately, you agreed to take the credit for the purchase price so you’re kind of stuck. You may be able to complain your way to some kind of agreement but I wouldn’t hold my breath. I’ve worked in retail and honestly, policies are policies and stores will enforce them. As consumers, we like to think that we're special and that retailers will bend over backwards to satisfy us but that's not really the case anymore. </p> <p>Also, don't even bother trying to contact the CEO. It's a waste of time. I guarantee their emails are filtered so chances are, it'll end up in spam or some random folder that will never get looked at. You'll have even less luck with a phone call. They don't have time to talk to customers. You'll leave a message or speak with some admin who will add your name to a log book and it'll never be looked at again. </p> <p>@LindsayInNYC: " I think they should reimburse you for a fair market value of the mattress and what it would cost for you to purchase a replacement."</p> <p>It would be lovely if that was possible but that's not how retail works. Customers are entitled to a refund or exchange equal to the purchase price within the allotted time frame determined by the retailer. They've offered the OP a credit equal to the purchase price and gave her a reasonable amount of time to handle the situation. I'm not sure that anything additional is required on their end. </p> https://boards.hellobee.com/topic/customer-service-help#post-668718 Tue, 26 Mar 2013 14:35:40 +0000 MrsTiz 668718@https://boards.hellobee.com/ <p>@LindsayInNYC: We're going in about 20 minutes! :) </p> https://boards.hellobee.com/topic/customer-service-help#post-668704 Tue, 26 Mar 2013 14:32:54 +0000 LindsayInNY 668704@https://boards.hellobee.com/ <p>@MrsTiz: That's annoying =/ Keep me/us updated on what happens! </p> https://boards.hellobee.com/topic/customer-service-help#post-668700 Tue, 26 Mar 2013 14:32:21 +0000 MrsTiz 668700@https://boards.hellobee.com/ <p>@prettylizy: I hadn't thought of more re selects. I think the stores policy is that if you buy a bed you have 3 days to decide if you like it or not. That just seems too short of a time for me! Gaaah! </p> https://boards.hellobee.com/topic/customer-service-help#post-668688 Tue, 26 Mar 2013 14:27:02 +0000 kjpugs 668688@https://boards.hellobee.com/ <p>I would respond that you will file a complaint with the Better Business Bureau unless they are willing to extend the time or give you a TRUE full trade-in amount. And always always push up the train for a top supervisor and call daily! </p> https://boards.hellobee.com/topic/customer-service-help#post-668680 Tue, 26 Mar 2013 14:25:00 +0000 prettylizy 668680@https://boards.hellobee.com/ <p>!@MrsTiz: I used to work in CS at a furniture store so I have a bit of inside info. Find out if the retailer has a sleep satisfaction guarantee. We had an option that if within X number of days you found the bed uncomfortable, you could reselect into a different mattress (store credit style, you get your money back to pick something you like). Also find out how many reselects you are allowed. If you can, pick one from their website, and if you hate it, send it back and pick another until you are happy </p> https://boards.hellobee.com/topic/customer-service-help#post-668637 Tue, 26 Mar 2013 14:16:02 +0000 T.H.O.U. 668637@https://boards.hellobee.com/ <p>@MrsTiz: Can you look up an old CC charge to find the amount? Unless you paid cash there should be a record of it somewhere. </p> <p>I guess at this point, your best bet is to at least try to get them to extend your credit for a longer time. Tell them that you just need more time to come up with extra money (aka waiting for a sale but don't tell them that). </p> https://boards.hellobee.com/topic/customer-service-help#post-668612 Tue, 26 Mar 2013 14:12:21 +0000 MrsTiz 668612@https://boards.hellobee.com/ <p>@LindsayInNYC: The credit was for what we paid. The saleswoman told me that our sale price was only $90 off, which I know for a fact isn't true but I don't have the receipt anymore to dispute it! </p> https://boards.hellobee.com/topic/customer-service-help#post-668600 Tue, 26 Mar 2013 14:10:36 +0000 LindsayInNY 668600@https://boards.hellobee.com/ <p>I kinda agree and disagree with @ms.janedoe - My big issue is that you buy a mattress expecting it to last X number of years before showing visible signs of wear and use. Now that this mattress has failed, you're stuck spending money on a new one - money you weren't expecting to spend had this one been better quality. I think they should reimburse you for a fair market value of the mattress and what it would cost for you to purchase a replacement. The amount you spent is irrelevant. You shouldn't get punished for finding a good deal. Maybe going to the CEO isn't the best route but, if this is a chain, maybe there's a district or regional manager you could contact? I wouldn't take no for an answer right away. Explain that you agreed to the 20 day time period because you were under the impression that you'd be able to find something within that time period, not that the 20 days would include a period with no sales whatsoever. You shouldn't be forced to settle. I'd ask for either longer time to make the purchase AND/OR a different credit amount (I'm assuming the credit was for what you paid?) such as a discount or something too. </p> https://boards.hellobee.com/topic/customer-service-help#post-668355 Tue, 26 Mar 2013 13:15:50 +0000 MrsTiz 668355@https://boards.hellobee.com/ <p>@ms.janedoe: Not mad :)</p> <p>The people who came out to my house were great, it is the people in the store who were pathetic. The manager hid before I even talked to him. I sent the saleswoman to go get him and he would't come talk to us, so I asked her to let him know that I really would like to talk to him and he went outside until we drove away. I told him he should be embarrassed as I was getting into my car. </p> <p>We went in this weekend but were under the impression we would just go pick out a new mattress and make an even trade, not that there would be none in our range. </p> <p>We like our mattress, it was just defective. I don't think that will be the case with another one, sometimes you just get a bad egg. </p> <p>I just want them to give me a check for the credit that we have there because I will never, in my entire life, do business with them again. I want to take my business elsewhere. The saleswoman told us that if we didn't like the POS mattress to put a piece of plywood under it to make it more firm. Um, what? A brand new mattress and I am supposed to get a board to put under it and a pad to go on top? I don't think so! </p> <p>I really really don't want to drive to the other store because after looking online the only ones in our ballpark are in our store. </p> https://boards.hellobee.com/topic/customer-service-help#post-668326 Tue, 26 Mar 2013 13:09:07 +0000 Turd Ferguson 668326@https://boards.hellobee.com/ <p>OK, don't get mad...</p> <p>Sorry to tell you what you probably don't want to hear, but as the CEO, I would think my employees were doing everything they could to help you--coming out to check it, agreeing it was bad, giving you a credit towards the price you paid for the mattress...I guess I don't see what else you want them to do! You said it yourself--"no problem" with getting the credit and 20 day time frame (have you gone in prior to today? I only ask because you mention that it has to be figured out this week)!</p> <p>I would start by calming (way) down. Yelling at someone to the point where they actively try to hide from you is NOT going to help anything. </p> <p>I hate to say it, but I wouldn't expect them to give you any more back than what you paid for it (and you probably got it on sale as they were clearing out the stock of that one since you mention it's no longer sold). I guess if I was that disappointed in the mattress, I wouldn't WANT the same one again (so I'd be happy it wasn't in stock!)--if it were me personally, I would take the credit and put it towards the next step up, or go test out some other mattresses in other stores (hell, make a fun road trip out of it if you want to!), then go back and order the one you like online at the store where your credit works. </p> https://boards.hellobee.com/topic/customer-service-help#post-668315 Tue, 26 Mar 2013 13:06:34 +0000 LindsayInNY 668315@https://boards.hellobee.com/ <p>I agree with @zippylef! I've emailed corporate people too - if you can find the CEO's contact info, do it! My favorite words - unacceptable, inconvenient... ;) </p> https://boards.hellobee.com/topic/customer-service-help#post-668283 Tue, 26 Mar 2013 12:59:47 +0000 loveisstrange 668283@https://boards.hellobee.com/ <p>Take to twitter and get everyone you know to retweet it. If its a big company, that tends to get their attention pretty quickly. </p> https://boards.hellobee.com/topic/customer-service-help#post-668272 Tue, 26 Mar 2013 12:58:00 +0000 MrsTiz 668272@https://boards.hellobee.com/ <p>Okay, hoping for some quick ideas!</p> <p>My mom bought DH and I a nice king size mattress for our wedding gift in February 2012. Within a couple months there were already body impressions in it. DH and I are not overweight people and that is crazy for a few month old mattress. The past couple months it has gotten so bad that DH hasn't even slept in our room and I have to sleep on "the hump" aka the middle of the bed.</p> <p>We called customer service and it is under warranty so they came out and looked at it. There is a 2.5 inch dip on both sides of the middle of the mattress, which is a LOT for a supposed to be flat bed. Anyway they agreed to replace it.</p> <p>They gave us a credit for the mattress only bc we don't need a new box spring and 20 days to pick out a new one. No problem. We go to the store and realize our bed is no longer sold, and we got it on sale but they can't give us the entire sale price because we bought more than just a mattress (bed frame + two box springs).</p> <p>Problem is, we got it so cheap there is only one option for us to make an even trade. It is a poor quality, way too soft POS. The next mattress up would cost us $500 out of pocket and it is a POS too.</p> <p>So not only is there nothing the store can do, they are not willing to extend our deadline to wait for a sale. They are having the Easter sale right now which doesn't have any mattress's on it. They wont work with us, they won't let us take a check and take our business elsewhere, we can only use the credit in their store. The next closest store is over 2 hours away and how can you possibly order a mattress online without feeling it?</p> <p>I am pissed. I tried to talk to the manager, he literally went outside and hid from us. I yelled at him as we left that he should be embarrassed of himself haha. I've called customer service and talked to the supervisor and she was even less helpful.</p> <p>I just feel stuck. They wont help us or work with us and don't understand that it is bullshit that we have to pay extra for a mattress we don't want because they don't sell ours anymore. Honestly, we don't have any extra money to put down on a bed this week and it has to be done this week. </p> <p>What can I do about this? I'm half tempted to e-mail the CEO of the company and let him know about the pathetic service and business we have gotten. </p>