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Mattress Firm Customer Service / customer service

1 United States
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Customer service for both online orders and in store orders is terrible. If the delivery is wrong it is expected that the customer wait 24-48 hours before the issue can be rectified. There is no immediate solution available because no one has the authority to change the process in which the company does anything. Those who do shrug their shoulders and this is just how it is.

When the wrong item is delivered in morning customer must wait for the delivery to arrive back the warehouse to check in any undelivered merchandise at the end of their run which is typically between 4-6pm. While the undelivered items are on the truck neither can customer service representatives, the warehouse staff, nor showroom staff can touch the order. For next day deliveries the orders must be entered into the system by 4 pm for the warehouse to route. Since the team will arrive back the warehouse after the window for a next day order to go through closes the soonest a customer can get the correct items deliver to them is 48 hours later.

The delivery teams are not allowed to start their routes before 9am (without prior approval as this is not the norm) this is due to the fact that warehouse is does not have staff available for the teams to arrive before 7am to load. Due not having early load times team don't get on the road until after 8am. Then start an 8 hour run. On top of this, the teams are also not allowed to be early to any delivery on their route nor go out of order regardless if the route provided is NOT the most time efficient route possible. Which means even if the customer is agreeable to this it is not allowed. Overall, this means that their is no way for the team to arrive back the warehouse to check any undelivered items for the day until after the next day window closes. This policy continually causes customers to be upset about customer service and the quality of the delivery service that Mattress Firm provides. They want immediate resolution. They want to know that the items they ordered will get to them in a timely manner when the mistake was Mattress Firm's.

Not only is this frustration for customers but also all the employees who have to work within these non flexible rules.

Jul 11, 2018

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