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Hi rossn2,

I am a big fan of underpromising and overdelivering rather than overpromising and underdelivering.

Underpromising can cost sales (which of course is never good or healthy for a business) but underdelivering can cost reputation which in the long term I believe is worse.

If I was in your shoes I would talk with Bob (the owner) and let him know (respectfully) about your frustration with your experience there.

Your rebuild and delivery time sounded a little quick to me (especially over a holiday or busy time of year) and may be an example of “overpromising” which in the end usually comes back to bite.

Phoenix

I called back around 3:45 pm and was informed that the mattress had not been built yet. '“We have to order materials and everyone is on the same sheet of music now.”

What???

So, I wonder what the King size mattress they built had inside of it for materials?

I wonder if the owner is ever there? I only see one salesman in the store at a time, the two times I have been there…

Hi rossn2,

Your experience there seems to be turning into a comedy of errors where one thing seems to feed into the next except of course it’s not funny.

I’m not sure how much or your experience is based on actual mistakes (such as the first mattress delivery) or based on miscommunication or misunderstanding because of course I wasn’t part of your conversations but these are the kind of situations that I would never use email and I would call and ask to speak with Bob in person or have him call you back so you can talk with him in person (regardless of whether he is in the store or not) so you can resolve this and have your concerns and questions answered as quickly as possible by the one that is ultimately responsible for every customer experience in his business.

Phoenix

You’re right about the comedy of errors…
I called the store this morning and asked to speaker to the owner (whose name appears on the brochure)

According to the Salesman, Bob Guerin, Sr. passed away and the family owns the store. And, the saleman runs the store now…

This gets better all the time.

Hi rossn2,

I was surprised to hear that Bob had passed away so I called the store just to touch base. As you mentioned the family is still running the business and building the same mattresses (and they have been building mattresses for the last decade or so along with Bob) so the operation of the business is still the same (although of course Bob’s passing has had an effect on all of them).

I talked with Monte and as you mentioned he is running the store. I mentioned your situation and he was familiar with the circumstances and said you had talked with him this morning.

He readily acknowledged that they had made a mistake with the size of your mattress and when you came back they felt so bad that they apparently offered to put you up in a hotel so that they could build the correct one while you were still there but you decided not to do so. Some of the time frame you are mentioned may have been connected to this.

Your mattress is apparently a custom build which takes more time to build so there seems to have been some miscommunication between you about how long it would take and delivery times and as soon as the mattress is built he is apparently going to deliver it to you in person.

It seems to me (based on my conversation) that they really are taking responsibility for their mistake and are going out of their way to correct it and deliver your new mattress as quickly as possible but that the other issues of timing are a result of miscommunication between you along with the holidays. Given the circumstances, the custom build you are ordering, and the holidays, if they are able to deliver the mattress by next Tuesday or Wednesday this would seem to be reasonable to me and hopefully you will soon have your new custom built mattress in your home and be able to sleep on it.

Based on my conversation with them I certainly wouldn’t be worried if I was in your shoes. Mistakes sometimes happen and they are well aware of it and they seem to be working to correct it as soon as possible.

Phoenix

I applaud your efforts with my mattress purchase and trying to look at the positive side of an issue.

However, some of the facts are incorrect.

  1. My wife an I visited the store and dealt with Monty on Nov 17th. At that time he told us two weeks on the mattress. I called Monday monrning, Nov 18th and placed the order. Monty told me once he writes up the work order he would email me a copy. I followed up the telephone call with an email to verify what I requested over the phone and MOnty responded with “we build the mattress to your specifications.” I never received a work order email the enitre week. I called on Friday Nov 22nd about the work order and Monty told me they were going to try to have the mattress done by Wed 27th and he would talk to Sal and get back in touch with me. He never did recontact me. I called on Monday(Nov 25th) and Monty told me the mattress was done ( I was kinda shocked) and I informed him we would come done on Tuesday after work to pick it up befor they closed at 6pm.
  2. Monte was not even at the store when I went to pick it up on Tuesday. The other salesman Steve had the “deer in the headlight look,” and got Monte on the phone when he realized there was a mistake, when I asked why they built Box springs.
  3. Sal, the mattress builder, who Steve called over, made the offer of putting me up in a hotel for the evening. I asked Sal to look at the work order and look at my email that was attached to the worker order, if the mattress he built was what I requested in the email and he said “No, he built the mattress based on the work order.” And SAL told me, he had everything to build the mattress in stock and would have it done by 10am the next morning (Wed). Then the next morning I sent an email about the mattress and got no response. So, I called around lunch time, Steve hadn’t even checked email yet that day. He (Steve) responded in an email it will be done at 4pm. I called around 3:45pm and Steve said there was miscommunication, it would not be done, and they had to order additional supplies. Monte was not aware of any of this until I told him Friday morning when I called and asked to talk to Bob.
  4. Monte constantly overtalks the customer. He tried to tell me on Friday, I never told him the mattress was suppose to be a Californina King. Yet, in his initial email when I contacted the store around Nov 14-15, he stated “we have several mattresses in CA King for you to try out.” I told him it was in the email and he stated “I don’t pay too much attention to email, I like to talk to people.”

The last I talked to him on Friday he said he was gonna deliver the mattress Mon, Tues or Wed of this week. I told him Steve said in his email Tuesday after 3pm and he (Monte) was unaware of even the delivery date and time.

He is constantly back peddling and making apologies. The store personnel have BIG communication issues, not the customer.

Hi rossn2,

I wasn’t aware that Bob had passed away so I wanted to call them anyway and find out what was happening with the business and about any changes in their business plans as a result. It was also of course a chance to find out what was happening with your order.

I tend to look at the bottom line rather than trying to find a positive or negative side (taking “sides” only tends to lead to a never ending discussion about “he said she said” which can never be known for certain) and in this case it seemed clear to me that they had “screwed up” (in their own words) and were working towards fixing their mistake.

There certainly seems to have been some miscommunication along the way … internal or otherwise … and they clearly made a mistake on your original order which I know is always frustrating.

Hopefully it will all be resolved in the next few days and if you receive your mattress by Wednesday it will have been 2 weeks and 2 days since your original order which is longer than their original commitment of two weeks but of course that didn’t include the mistake they made in your original order.

I wasn’t there with all the things that happened in between and all I know is that in situations like these each person has their own version of what was said and what was heard so I prefer to look at end results which in this case should mean (according to everyone involved) that you should have your new mattress by Wednesday or sooner.

Hopefully you’ll be able to let us know in a day or two that everything was resolved and that you received the mattress you ordered,

Phoenix

This site is just amazing and full of information. Thanks for your expertise in clarifying what are the most important factors in picking out a comfortable mattress. I applaud your dedication and knowledge and hope to make an informed purchase decision with the guidance that you have provided. Happy Holidays…

Hi sirderek,

Thanks for the kind words … and I’m glad you found us.

Happy holidays to you as well :slight_smile:

Phoenix

Mattress was delivered by Monty yesterday around lunchtime. He said Bob got sick and passed away about 5 weeks ago. None of Bob’s children want to be in the Mattress business so he is running the store now. I can see where things at the store are kinda stressed right now and hope they will be able to keep the store open.

After sleeping on mattress one night here are our impressions.

  1. This mattress is a lot heavier than the old innerspring we replaced. Didn’t realize latex is so heavy.

  2. Mattress is a lot firmer than the one we tested in the showroom. We didn’t sink into the top 4inches of Talalay (14-18 ILD), like in the store. Hopefully, it will loosen up over next month or so. Neither my wife or myself woke up with muscle or back aches and pains and my wife said she slept better, but hotter.

  3. Mattress appears to sleep hotter than our old innerspring mattress. But, I believe this was because we put our Korean Silk Heavy Blanket on top from the other night when it was 20 degrees. Yesterday it was 80 degrees here. Once I removed the blanket and turned up the ceiling fan, no more heat issues.

  4. Absolutely, no odor like memory foam mattresses.

  5. Mattress appears to be very high quality in craftsmanship and it comes with a full 20 years warranty. Believe we got a heck of a deal on the mattress for the price.

Here is the reworked work order for the mattress:

SINGAPORE CK (California King)

DUN TAL PLUSH EK 6 INCH BLENDED DUNLP 35 ILD CORE WIH 4" TALALAY BLENDED 14-18 ILD TOPPER AND 2" TALALAY BLENDER 24-28 ILD TOPPER WITH PALADIN FIRE BARRIER AND BAMBOO KING.

Will report back in a month or so with any updates.

Hi rossn2,

It’s good to see that you received your new mattress in the correct build and have had the chance to sleep on it.

All new mattresses will have a break in period over the first few weeks as the foams lose any of their false firmness, materials settle, and the cover loosens and stretches a bit so it’s completely normal for a new mattress to feel firmer than a floor model.

You certainly have a very high quality mattress and I’m looking forward to your any updates you have the chance to share over time.

Thanks for letting us know how things turned out after your initial experience.

Phoenix

Hi i am new here. I am also looking for a new mattress. We live in Long Beach California. I saw one manufacturer in Covina of your list. Are there any other stores in the los angeles area that i should go visit?
Thanks for all the info posted here. I have learned quite a bit about mattresses.

Hi Ronald,

Just in case you haven’t read it yet … the first place I would start is the tutorial post here which has all the basic information, steps, and guidelines that can help you make the best possible choices … and avoid the worst ones.

The better options and possibilities I’m aware of in the Los Angeles area are listed in post #2 here.

Phoenix

It’s now April and we’ve had the mattress since Dec. It got a little softer, but not much. My wife doesn’t complain anymore.

We we’re never contacted by the store once the mattress was delivered as a follow-up. Come to find out the Austin store has closed… :ohmy:

Hi rossn2,

Thanks for the update :slight_smile:

Since Bob passed away there have certainly been a few changes and Sleepworld is now part of http://www.houstonmattress.com/ in Houston who will handle any warranty claims or customer service issues. As you mentioned the Austin store is closed but they make visits to Austin to deal with any issues concerning the Sleepworld mattresses every 2 weeks or so.

Phoenix

Phoenix,

What a wonderful website you’ve poured your time and resources into. Thank you for your commitment, insight, and generosity!

Hi Sunshyne Brightly,

I’m glad you found us and welcome :slight_smile:

Thanks as well for the kind words!

Phoenix

Hi All,

When the site first started and the membership was smaller I was adding a brief description for each new addition to this thread but as the membership grew I realized that the brief descriptions were a little redundant and not as descriptive as a visit to their website or a phone call and the thread became more of a general purpose topic where new members could post and say hi and “activate” their membership with the single post that is required to become a member here.

So I thought that instead I would continue to update the topic with the ongoing current list of the members for those who find this topic or are searching the forum for the membership list (which is also here). I think highly of all of them (or they wouldn’t have been invited to become a member) and they are all happy to compete with the best in the industry in terms of their quality, value, and service. Any of them … regardless of whether they are local or online … would be well worth a phone call or a visit.

The current membership list includes (in alphabetical order) …

Arizona Premium Mattress Company: https://www.mattresses.net
Bay Bed & Mattress: baybed.com
Bedmasters: https://www.bedmasters.com
Beloit Mattress Company: http://www.beloitmattress.com
Comfort Sleep Systems: https://www.comfortss.com
CozyPure: https://www.cozypure.com
Custom Mattress Makers: https://custommattressmakers.com/
Dormio Organic Beds: http://dormio.ca
Escondido Mattress Factory: https://www.escondidomattress.com/
Flexus Comfort Mattress Company: https://www.flexuscomfort.com
FloBeds: https://www.flobeds.com
FoamSweetFoam: https://www.foamsweetfoam.com
Fox Mattress: https://www.foxmattress.com
Gardner Mattress: http://gardnermattress.com
Kiss Mattress by SleepEZ: https://www.kissmattress.com
Latex Mattress Factory: https://latexmattressfactory.com
Luma Sleep: LumaSleep.com
Magic Sleeper: https://www.mattressandfurniturestore.com
Mattress To Go: https://www.matt-to-go.com
Mattressmakers: https://sandiegomattressmakers.com
MFC (Memory Foam Comfort): https://en.memoryfoamcomfort.ca
My Green Mattress:www.mygreenmattress.com
Nest Bedding: nestbedding.com
Oklahoma Mattress Company: http://www.okmattress.com
Quality Sleep Shop: https://qualitysleepshop.com
Restmore Bedding: http://www.restmorewinnipeg.com
Reverie: https://www.reverie.com
Richmond Bedding: http://richmondbedding.com/
Shovlin Mattress Factory: www.ShovlinMattress.com
Sleep EZ Factory: https://www.sleepez.com
SleepingOrganic: https://sleepingorganic.com
Sleep On Latex: https://sleeponlatex.com
Spindle Mattress: spindlemattress.com
Texas Mattress Makers: https://texasmattressmakers.com
The Mattress Factory: http://www.themattressfactory.com

More details about their location and the discount or bonus they offer to the members or the forum are in the membership list here.

I am grateful to every one of them for the quality, value, and service they provide to their customers and for their support of the goals and ideals of this site.

One of the best parts of running the site is that I have come to know and respect so many great people in the industry :slight_smile:

Phoenix

Phoenix, can you provide a list of those who specialize in latex mattresses and toppers?

Hi scubamom,

The tutorial post includes a link to post #21 here which includes the members of the site that sell their mattresses online and specialize in latex mattresses.

Phoenix