Fast forward several weeks. No phone call. I called the showroom and talked to a very friendly young lady named Alex. Alex was apologetic and said she would check into it. We have exchanged several phone calls and Alex has been helpful but she is not able to get the answers. I have asked the owner to call me multiple times and I have NEVER received one phone call back from her. Since it is now November, I call the number every single day and have yet to receive the bed or a phone call back.
This has been one of the worst customer service experiences ever. We ordered an electric bed frame and mattress in August of 2016. We got the call so the bed could be delivered and they found that the frame was the wrong size. They brought the mattress and set it up on a "temporary" bed frame until the new one could be ordered. They were initially supposed to be there between 4 and 6 pm. No one showed up by 6pm so I called and after several phone calls finally got in touch with someone. She said they had run into trouble with the last install so they were running late but they would be there by 8pm. I didn't really find this acceptable but my mother in law did not have a bed to sleep in so we needed the delivery to happen. 8pm came and went with no sign of the delivery. I called again and they were lost, not even in our neighborhood. They did finally show up at 9pm and they were apologetic and did set the bed up quickly. They promised to call and let us know as soon as the bed frame arrived and they would come out and finish the install.
Alex did find out that the bed had been on backorder and was being shipped. The last update I had was that the bed was to arrive on November 11 to their store. Today is November 23 and we still do not have a bed. I would not have been happy to have went this long without a bed but at least getting a phone call to update on the status would have helped. I will never recommend this company to anyone.
Va Mattress Direct is a US Furniture Store based in Fredericksburg, Virginia. Va Mattress Direct is located at 10813 Courthouse Rd #102, Fredericksburg, VA 22408, USA.
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