Andy W.

We were serviced by Robert Green at the Mattress1 store in Winter Garden, Florida.

We bought a Tempurpedic mattress and were interested in the adjustable electric base. We were doubtful about the base, though, since we have a custom made sleigh bed and feared with the base and the mattress on top it might be too high. But Robert ensured us, that the base would only add 2-3 inches in the default position (not electronically elevated). So we purchased the base as well.

When the mattress and base were delivered and set up on our bed, the base turned out to add roughly 10 inches (without legs the legs, of course, only the base itself). Which results in our bed being 36 inches high. Unacceptable. We called the store and Robert ensured us that would be no problem at all, he would come by and fix that. 2 weeks later, and multiple calls and visits to the store and pictures taken of the bed and shown to him and multiple promises by him to get it resolved for us - nothing has happened. He eventually also realized that he couldn't fix it, told us that he thought he could lower our bed which is why he told us it wouldn't be a problem (he admitted the he knew the adjustable base he sold us is almost 10 inches high but thought he could lower the platform of our bed by 5-6 inches to make up for it). Mind you, he had never seen our bed when he sold us the items...

Today he gave us a customer service number to call, which we did. We explained our situation - the person on the phone said she was sorry, that shouldn't have happened or been promised, put me on hold to speak to a manager - and 5 minutes later comes back and tells me that there is no store credit or refund, they don't do that. It's our problem that we bought the base. And hung up.

Worst possible customer service, ever. Absolute disgrace of a sales person (Robert is the store manager, mind you, which makes it even worse). They blatantly lie to customers to get a sale - and then refuse to own to their mistakes (or lies).

I strongly urge everyone not to buy anything from mattress1 in general - but particularly not the store in Winter Garden, Florida!