Carolyn
Califon,#2Author of original report
Fri, November 07, 2003
It took a very long time with many phone calls but we found a very nice manager who took care of the situation.
Christopher Frey
Whitehall,#3UPDATE Employee
Thu, November 06, 2003
I would be happy to help with this problem. First I need to have the spec's on the bed, or a copy of the reciept would be most helpful. If you give me an e-mail, I can give you the fax number of the store I would be working at the next day. Usually it is Eastern PA, Lehigh Valley area. (Allentown, Bethlehem, Quakertown). Also, I need an accurate listing of your contacts with customer service, and a copy of the letter they sent you to deny your warrenty claim. I'm also assuming you DID buy a premium bed. A bed that came with a 10 year non-prorated warrenty. (Any brand with a price of about $600 for a Full size will definately be premium, and a few lower priced ones too). I take each one of my customers seriously, and as there are no other complaints on this site, I can assume the rest of my company believes the same. Granted there will be some slowness going through the customer service department, as any other large company. On the surface, Rockaway seems to be the best company in the Tristate area for beds. We have nearing 200 stores, we just picked up near exclusive rights to sell Tempurpedic products, we offer free delivery, setup, and complete removal of old bedding, and a free frame with all bedding over $500. We also offer a comfort guarentee and price matching. It all adds up to a sound company to buy from and to work for. I empathize with you having a bad warrenty issue, we've all had them. Hopefully, even though you're in NJ, corporate won't have a problem with me servicing a customer outside of my district. Also personally I've never called our customer service line (yes salesmen have to call it the same as customers) and not gotten through. Our Customer Service line is open from 8A-4P M-F.