Mattress One Kept me waiting at my Apt for 9 hours for delivery during a workday. Deerfield Beach Florida

I was Left waiting for 9 hours (after taking a day off of work) for Mattress1.com's delivery truck to arrive. I was assured that delivery would occur between 9am and 3pm (an unacceptable long delivery window anyway).  At 3pm when I had not received the promised "1 hr prior to delivery call" from the driver I called the store.  The salesman answered right away and promised to call the driver.  

30 minutes later I called the salesman back and was told "I can't get the driver to pickup." 40 minutes later I had not heard back from the store or driver so I called back and was told "the drive said he is backed up but would call you one hour before he will be there." I reminded the salesman that the driver's window of 9am-3pm had already closed and that I needed to leave for Easter Weekend.  The salesman said, "well, let me give you the driver's number and see if he answers for you." 

I called the corporate offices at 3:45 (on a Friday) in Miami to file a complaint and see if they could get in touch with the driver. Their corporate number went right to a voicemail that neither acknowledge the name of their business nor offered be a customer service contact just "Our offices are currently closed." 

Over a three hour period I sent the driver a series of text messages and left several voicemails. None of them were returned. The driver also failed to return calls from the salesman. At 5:30pm I finally had to leave for Easter Weekend, called the store and cancelled my order.  At 6pm (three hours after the delivery window expired) the drive called my cell and asked if I still wanted the mattress delivered. I explained that I was already on the road across the state and asked why missed the delivery window, failed to respond to any of my text messages or voicemails and never called the store salesman who was trying to reach him.

The driver said "the salesman should never have given you a delivery window because our company policy does not authorize or honor specific delivery times."  Having missed an entire day of work, been made 3 hours late leaving for my weekend with my kids (I was already missing a scheduled dinner with the kids) the driver had no explanation for his failure/refusal to answer calls or text messages. 

I was told that if I wanted him to deliver next week I again would have to suffer a full day of waiting because "we cannot guarantee a time for delivery only a day we will deliver."

Needless to say I have cancelled my order with this company.  Mattress One has very poor communication systems between their drivers and their stores/customers.  They clearly understaff and overload their delivery drivers (the driver who finally called me claimed he was overloaded with 17 deliveries in one day). The fact that their corporate office closes at 3:30pm on a Friday (with no available customer service line) is a clear sign that customer service is anything but a priority. I work in retail advertising and business consulting so I am quick to recognize the chinks in a company's armor and clearly Mattress One's customer focus and delivery /logistics armor are riddled with holes.