Complaint Review: Sleep World of Winter Haven

This was my original review 45 weeks ago:

Becca,

I have chosen this format to contact you and inform the public of something that has been really bothering me today. I bought a $2400+ waterbed from you, couldn't be happier with the product itself. As for your business practices, that's a different story.

On Wednesday (03/05/2014) I called you about the gap between my mattress and my headboard that my pillows kept falling through, even sent you pictures. We both agreed that the box spring and mattress did need to be drained and moved to help try to close the gap. It is a fact that when the bed was delivered, there was a discussion about leaving enough room for us to get a arm behind the mattress and under the headboard to get to necessary plugs and sockets but, not a big enough gap for two king size pillows to fall through during the night. I didn't call to complain. I called for some direction on buying a "wedge" or something else that could help solve my problem. You then offered to have your delivery person return to make the necessary adjustments. We closed the conversation with us both agreeing for me to be called on Friday (03/07/2014) after 10am to set up an appointment for the work to be done. All at this point is still good.

Now this is where it goes south for me. Shortly after our call ended your delivery person called me. I figured he was calling to set the appointment early or for even the same day but, no he called to question me, my conversation with you, and the conversation that took place in my home.

This I have a huge problem with for numerous reasons. Your employee's should NEVER contact a customer with any comments or issue's about the product I bought through you and from you. You are the owner. Yourself or the manager should be the only person calling me to question my intent or to challenge me on any delivery or set up issue's. The delivery person only need's to call me to make sure I am available for delivery, nothing more. You were in the back ground listening to him as well as I heard you make numerous comments to him, not sure what you said and it's irrelevant anyways. Just the fact you sat in the same room and allowed this to happen is beyond reason to me. I would be more understanding if he did this outside of your presence but, in front of you? And you allowed this? Shame on you and your business practices. The kicker, he didn't even set the appointment. He said he would call me back on Friday to do that. What was the purpose of this call? Really? Think about it for a minute.

If I had my way, and I might add due to my wife stepping in and calming me down, I would have called you back and asked you to come get your bed out of my home and return my money besides giving you a healthy portion of my mind. As I have sat and thought about this most of the day, it has consumed me with rage and anger. I cant remember a time Ive ever been more offended and quite honestly "pissed off" with anyone or company. I am an employee myself, If I would have done this to a customer, I would have been at best reprimanded or possibly even terminated on the spot for accosting a customer. I'm not suggesting you fire your employee but, I am suggesting you re-visit your business practices and have a "come to Jesus" talk with your staff.

I can only speak for myself but, $2400 is hard to come by. I don't mind spending it on a quality product. But, if this is what's going to happen to me or another paying customer, maybe people should rethink where they are going to spend their money. It was a simple mistake, we had resolution but, you allowed a subordinate to not only question you but, question a customer. His job is to do what is instructed to him. Nothing more.

Get your employee's under control please.

This next review was two weeks ago ago after speaking with Becca about my first review:

This comment is 43 weeks old as of today with factual dates, times and occurrences. I was scheduled to have my bed moved in the next few coming weeks, and when I bought this bed it was "suggested" that if and when I ever did have to move my bed that I let Sleep World move the bed as to not damage the mattress's and keep my warranty in tact. Fast forward to this week 43 weeks later. I called to verify the date of my move and was promptly put on hold and asked if "they" could return my call. Becca Farmer (The Owner) of this business called me back complaining of my original complaint (above article) saying that this 1 negative review has cost them business and demanded that I make amends with them by removing my original complaint. She also proceeded to tell me that in 31 years they have never had a "unhappy customer" and again demanded that I remove my original post before they would ever do business with me again up to and including my upcoming move.

I can move my bed or hire any other company to move it, this is not the problem. The product they sell is not the problem. The staff in this facility is the problem. That was my original complaint. A simple talk with your employee would have corrected everything. Instead, Becca Farmer calls me in the most unprofessional manner demanding I rescind my original post, telling me I was "original" problem, and she reminded me numerous times that she sent her delivery person back out was at "no charge" and I should have been happy. Even though the "set up" they suggested was wrong.

I will not remove my original post as it 100% factual. I will not allow you to call me and speak to me in the manner in which you spoke to me earlier today. I will remind EVERY consumer to watch where you spend your hard earned money. Companies sell quality products daily but, the people that sell them should be looked at as well. Read reviews, do your homework. I will be contacting The Ledger, News Chief, The Tampa Tribune and The Orlando Sentinel plus all the television stations that have a "consumer affairs" segment. And last but, not least. The BBB.

Sleep World, most companies would have done the right thing. The right thing would have been to have a talk with your staff and remind them that your customers are the reason you are in fact in business today. But, after listening their owner "demand, talk over me, be rude to me,interrupt me and insult me" after a factual posting opens my eyes ( yours too hopefully) that we are not dealing with a good company nor a rational owner. This would have been the perfect opportunity to "fix" the problem you were demanding to be fixed. Now you have ultimately damaged a customer relationship.

Have a great day Becca Farmer and the Sleep World staff!

Since then I have contacted the BBB as well.