Mattress Firm Mattress Firm - Poor Customer Service and poor response to a defective bed that was delivered today. Houston Texas

A Macfarland bed was delivered to us today at 1pm. We noted that it had a huge bulge in the center and a large depressed side on the left side of the matttress, viewing from the foot of the bed. We asked about it, and we were told it was just from being on its side in the truck. We were concerned, but we agreed to wait the 2 hours we were told would result in looking it normal. It is 4:11pm and the side is still distorted and the middle has a large bulge. We called our local store in Cupertino, where we purchased the bed. The response was that it would take 2-3 days before we could have a new bed delivered. I said that was not acceptable, and they could return our mattress until the new bed could be delivered. A call back approximately an 11/2 later, resulted in being told that they couldn't return our mattress, and they couldn't give me any other information before 8:30 or 9pm tonight. I said that I expected better custormer service than we were receiving. I suggested she call someone who could give her consent to deal with the issue not later than tomorrow. I am hoping this will happen.

I tried to call your customer service only to find that you push everything back to the retail store. The lack of support leaves me with a lack of trust for your company and your promises. We will not have a bed tonight, and we do not have any promise about the resolution. We are not sleeping on the bed that is truly deformed. When I tried to reach your offices, there is only a frustrating phone message at both numbers you provide. I find when you lose confidence in a company, and nothing helps you to believe that customer service is a priority, as well as correcting their errors, I question doing business with them. Please call me, Brenda D, 408-xxx-xxxx to help clear this up. Thank you Reason of review: Bad quality.