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Looks good and sounds fair to me!!!
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Hi kenagross2,
Thanks for the feedback … I appreciate it.
In all fairness though … they did answer every question you asked accurately.
I don’t think you can read a “tone” such as “apathy” with written communications and they may have been trying to answer your specific questions as specifically and accurately as they can without getting into a more nuanced conversation that includes more “it depends” in each answer that may be more appropriate to a phone conversation.
I also think that when you are trying to find out which mattress would have the best chance of being a suitable choice for you that they would need much more information than what you provided and if your questions are too open ended such as “what do certain firmness levels feel like” or “which mattress would be most suitable for me” then it becomes almost impossible to answer them through written communications and a more detailed phone conversation would be much more effective (see post #2 here).
I think where your chat went astray is when you asked … “should i just call?” and they were still busy typing the answer to the question you had just asked about the firmness levels of their mattresses and a simpler and probably better answer at this point would probably have just been “yes”.
Phoenix
Buying a mattress is not an easy decision, and Phoenix and themattressunderground.com have provided us with all the tools and resources to make the decision a much more informed one. But, ultimately the decision will come down to you, and you’re PPP.
You asked about firmness levels on the Brighton and he gave you all the specs including ILD’s, even after they had been listed on their site and you read them for yourself. Then he gave you firmness levels on a scale from one to ten on all the mattresses they offer, and you didn’t know what he was talking about when it was pretty clear to me. You also inquired about their return policy when you knew for yourself what it entails, though it is not the best, it isn’t that far out from the ordinary.
So though you didn’t hear what you wanted to hear, in my opinion he answered your questions honestly and thoroughly. Im not sure what you expected or anticipated. I’m not sure if you have or not, but reading the shopping tutorial just might clear things up a bit. I think just the fact that they have chat and staff it normally is a good sign to me that the company is legit and honest. I think that if they offer a product that you’re interested in maybe a phone call is in your best interest. I have blew many of first dates via text messages.