31 Jan, 2019 → by ClaimboUser102142
Treated me like a child
1
When calling with a complaint about a mattress, hoping to get Frontroom to stand beside the furniture they sell, I was made to feel like a child, over voicemail, by the service supervisor. The mattress is a $3000 dollar mattress that my significant other cannot sleep on because of the back and neck pain it causes him. He sleeps on the sofa every night. Instead of apologizing for the quality of their product and seeing if there was any way to help, I was questioned as to why I did not call earlier (I did but call and left a message for my sales lady, but my call was not returned). I was also questioned why I had not mentioned it when I called for a recliner service a couple months ago (we had tried to improvise with the mattress by removing the removable cushion top to see if that would help. The mattress was bearable for awhile, but then became intolerable without the cushion top as well). Finally, I was told that the guarantee I was given by my sales lady did not apply because I had already returned one mattress (but we specifically confirmed with our sales associate that it would apply a second time). I think the supervisor assumed I was trying to take advantage of the company. I was just trying to get a mattress that was worth the money we were paying for it. I was just trying to problem solve so that I could actually go to bed every night with my significant other beside me. I was so insulted by the tone of voice and the condescending attitude and became irate. I have bought six sofas and three recliners from Frontroom over the course of 10 years. When I purchased my mattress, I also purchased a bedframe, pillows, nightstands and lamps. With the money that I have put into the company, you would think the company would value me as a customer. Even if you cannot help me, show a little bit of empathy for the fact that we have constant pain and are still paying for a bed that we can’t even sleep in together. I was so completely insulted by the treatment I received, after already having to live with a $3000 purchase of a *** mattress!