androgynouskidbailiffpatrol-blog

[androgynouskidbailiffpatrol-blog]

#purplemattress Worst mattress purchasing experience ever

Recently, we purchased a California king size mattress through Purple. It’s been approximately 6 weeks since then with an unknown estimated time of delivery. During the purchasing process, it was advertised that it could take up to 14 days for them to contact us to schedule a delivery.

About a month after the purchase, Purple made a follow up call to ask about our experience with their product. We informed them that we still have not received anything. This was awkward for us because instead of them calling and already knowing the status of our order and just informing us, they were asking for our experience on the product that they have yet to deliver. They confirmed with us that this was abnormal and that we should follow up on our order. Personally, I expected that they would’ve looked it up and remedied the situation right then and there or at the very least, given us the status and reason as to why it was delayed.

About 1-2 weeks after that phone call, I called to check on the status on our order. This is the second time we’ve contacted them to check on the status. My wife has called previously and the answer she received was that it’s waiting to be shipped and that we should get an email soon. The operator that helped me showed more concern and actually contacted the person in charge of wherever it was in the process. At this point (6 wks after the purchase), I was informed that it was not made yet and that they were backed up and were currently working on July orders. However, they were hoping to be able to catch back up and ship all orders within the next 2 weeks.

I expressed my frustration to her at the whole experience and she was empathetic to the situation and sought out an appropriate compensation. After a few minutes on hold, she returned and offered 2 free pillows. Upon hearing that, I told her that they can keep their pillows and I didn’t feel like that was adequate response for their inability to provide what they advertised. I also informed her that seeing as how they were still behind and were currently on orders made 2 months ago, I had reason to believe that it would take longer than 2 weeks, thereby exacerbating the situation since we were scheduled to be out of town for 2 weeks around that timeframe. I told her that we provided them with 2 months and that we gave them ample time to do their job but instead have gone above and beyond to further disappoint us.

These are the concerns that I have with this whole situation:

1. I fail to believe that within the past 6 weeks, there’s been an out surge of demand for a California king bed. I understand that each bed is made to order and that’s why it takes awhile to even get to the shipping phase, but I’d be willing to bet that this was a known or foreseen issue when I purchased. So, either update your site to say that you are behind and it takes significantly more than 2 weeks (recommend 2 months at least) for receipt or that it’s not available until you catch up. Seems like this company needs to reassess their logistics and ability to do their job.

2. We appreciate your follow up phone call after the purchase. However, it quickly became evident that this company lacks the communication within itself and the accountability. Even when the representative was informed, we were given the general “you should follow up on that” response rather than taking a little bit more of their time to actually resolve the issue and give us the answers that we needed. Instead, we were given more reason for concern and left feeling like this company is just going through the motions of customer service rather than providing ANY service.

3. After finally receiving an accurate status of our shipment and reasons as to why it was delayed, this company failed again to provide adequate customer service. Purchasing a bed can be significant but it should not affect life schedules. Yet, they’ve managed to do so despite the 2 months of leeway that we accounted for. That’s 400% times the advertised shipping estimate. Not to mention that it brings up other concerns: what happens if it’s delivered immediately after we leave the area? Who pays to store it until we arrive? Two pillows (no matter the value) is not an adequate compensation for the inconvenience. This shows me that you either value your product too highly or my concerns are being taken lightly. Now these pillows may very well be that special. However, I have never tried any of their product and if the quality is anything like their ability to communicate, maintain accountability, logistics, and provide ACTUAL customer service, then I put very little value to them, if any. SPECIALLY, when I’m offered these same pillows for FREE when we purchased this mattress. If these pillows are valued that much, then offer to take it out of the purchase price. This offer only solidified my previous statement. Going through the motions of customer service, rather than adjudication of problems.

Currently, we are contemplating on looking elsewhere. We’ve committed too much time and looking elsewhere will take as much time as awaiting resolution from Purple. But any future purchases will NOT be through this company. The only thing we expected when we made this purchased was accurate, timely service and Purple has failed on all aspects thus far. Hopefully, the quality is as advertised by so many. The purpose of this review is to inform others of our experience to prevent those from the frustrations that we faced. Because realistically, this review will do nothing but auto generate the generic response that I’ve seen from all the other previous negative comments. To make matters worse, that won’t happen until 2 months from now because that seems to be the trend that I saw when I was reading through carefully. Just another data point on the poor customer service and lack of concern for their customers I guess.