Hi Da,
Unfortunately from frustration to elation … and back to frustration!
Hopefully when the mattress arrives it will make up somewhat for your delays because as you know they are great quality and value although it’s not great to have to wait longer than was originally promised.
I’m not so sure that I would in any way call them “flaky” though which I think may be a bit harsh considering Ken has been making mattresses for decades and is respected by many in the industry. He is also a value leader in latex mattresses and somewhat of a “radical” when it comes to mattresses and I have spent many hours of great conversations with him about the current state of the industry and his efforts to improve it.
Unfortunately … there may be times when a manufacturer overpromises and underdelivers when they are particularly busy and my understanding is that 3 1/2 weeks is not their current wait time but I agree with you that this should be told to customers at the beginning so they can include it in their decision making process.
Has the mattress already shipped (presumably with UPS) or did you mean that you asked them to use a different method when it was due to be shipped?
Overall I certainly understand your frustration and I agree that it’s not great service … but I also wanted to add some balance and history to your comments so that they have a little broader context.
Thanks for taking the time to share your thoughts and feedback and I hope you let us know when the mattress arrives and your thoughts about it when it does.
Phoenix