Hi Phoenix,
A recent interaction with Plush Beds has raised my concern about the continuing quality of their customer service. I understand that they are a favorite of yours, but I fear they are riding on their reputation of great customer service without continuing to provide great service.
This is what happened during the first week of January 2015 over 5 days. After I read your articles and reviews of latex bed companies, we decided to call both Bed in a Box and Plush Beds for more information. Bed In A Box customer service was excellent. They answered all sorts of questions with a smile and patience. 5 out of 5 stars for them. Then same was not true for Plush Beds. Because of my job, I couldn’t receive a call back. After several calls I was able to speak to the one and only customer service rep working, John. He was difficult to understand because of his accent. Oh, we’ll, sometimes I had to ask him to repeat his answer. My questions were about mattress firmness as it pertains to body weight and sleep preferences, foundations, and wayfair.com. I discovered that they now work with Wairfair.com. When I mentioned this I was met with absolute silence. John and I were in the midst of discussing one more latex mattress question when we became disconnected. Now, Plush Beds requires the caller to give a complete name, phone number and list of ALL questions you wish to ask. The phone number is necessary in case you become disconnected. Let’s remember that for later in this posting. I did not receive a call back. After about an hour I called back and was told to leave my phone number for a call back. I did. No call. After 2 hours passed, I called but wasn’t connected to customer service. I was told I would get a phone call. I didn’t. My husband then called and was able to speak to John. After a quick discussion I entered the discussion. Shortly after I couldn’t hear John; it appeared that I was put on hold. I held for several minutes but John didn’t come back on the line. I hung up. The next day I called again and the operator immediately told me to email my questions to their email address. I told her that I wanted to speak to a rep. She repeated that I should use the email. No one ever called me back. They pay for a service which shows the caller’s phone number. Obviously they saw my number. So, they no longer supply great customer service. They may answer your questions, Phoenix, because of the power of themattressundergroud.com, but they don’t provide acceptable customer service for the actual customer. As you say in your articles, speak with the company and decide how comfortable you are with the company before ordering from them. After my experience, I would be extremely concerned about purchasing from them since the quality of their customer service has drastically and frighteningly plummeted. The way customer service avoids customers will leave the buyer extremely unhappy with their expensive purchase.
Hi Dover,
I’m not sure why you thought that they are a “favorite of mine” because that’s certainly not the case and they also aren’t a member of the site. You can see my “typical” comments about them in post #2 here.
Thanks for your comments and feedback … I appreciate it.
Phoenix