I don’t like posting negative reviews, but after months of trying to get Flexus Comfort to respond to my voicemails and emails, I’m pretty aggravated and felt it was important to share my experience.
I purchased a split Queen mattress from them last August, and it was delivered around the 1st of November. Shortly after assembling the bed, I sent an email to Henry explaining that I thought the bed was too firm and asked to have one of my layers swapped out as part of their 90 day guarantee. This message was ignored. Over the last few months, I have periodically called and left messages and sent follow-up emails, and I have gotten nowhere. I have waited between contact attempts to avoid being a high maintenance customer who demands service yesterday (plus my own life has been hectic), most recently emailing them in March. I am really puzzled why I have gotten no responses - I would have expected a more diligent approach to service from one of the Mattress Underground’s recommended suppliers. They were certainly much more responsive when I was a prospective customer than as an unsatisfied one.
I’ve stopped even trying to sleep in the bed. And we are now well past the 90 day limit for Flexus’s guarantee, so I am guessing at this point I am on my own if I still want to replace this later. But I felt it was important to share my experience to caution those shopping for mattresses that they should be really sure about their configuration if they decide to order from Flexus.
First off, I am glad that you felt compelled to share your experience. Negative or Positive feedback, when granted, are good propellers to make corrections or in the case of positive feedback to maintain the rudder pointing in a good direction and let others know what works.
I won’t speculate as to what may have happened, technical or otherwise that Henry did not get back to you. I will say that I have noticed a pattern of Flexus “going under” and then resurfacing in terms of customer service and supply chain disruptions he had to deal with during the covid “era” .
I will email Henry directly and then follow up with a phone call tomorrow.
For ease of reference it would help if you could resurface the email you sent Henry and forward this email to me [phoenix (at) the mattress underground. Com]
Flexus Comfort’s commitment to excellent customer service was one of the many criteria considered when they entered the TMU community and they are expected to maintain it. Assuming that your email to him for a change of comfort layer was during the “90-day guarantee” I am hoping you will give Henry a chance to help with your issue and answer any additional questions. I’ll be emailing him with your post comments and although I cannot speak for him, I expect he would be in touch with you, and most likely happy to have a chance to address this issue as he did in the past in a few similar situations.
Please keep in mind too that these smaller manufacturers/ retailers wear many hats with fewer extra hands around, especially in the midst of these unusual times when everything takes so much longer. FYI … and I am not sure if this is the case with Flexus but from the pulse I take by being in contact with many people in the industry, even though these smaller manufacturers are trying to “tough it out” in spite of lockdowns etc. and many times things may slip through the cracks when a business finds itself in a virtual “survival” mode.
Thanks for your patience and for being in a wisdom-oriented frame of mind rather than, as you so well put it "being a high maintenance customer who demands service yesterday "
I hope that TMU can contribute to resolving this and that you come through the “hectic” times with less stress.
I’ll be waiting for your forward of the email you sent to Henry
Phoenix
I really want to apologize for not getting back to you. I’m not sure why we did not get some of the emails you sent us. We periodically check spam folders because from time to time messages get sent there. I would be happy to talk to you and help resolve the firmness issue you are experiencing with the latex. I did leave you a voice mail message earlier today to give us a call.