BUYER BEWARE
Written: Mar 03 '03
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Pros: Mattress is very comfortable
Cons: No customer service, price, no set-up directions
The Bottom Line: Stay with a reputable company!
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| tcwampler's Full Review: SAM Mattress |
I have terrible lower back problems. I've seen lots of doctors, but no relief. So, I thought it might be time to try a new mattress. I wanted something other than a traditional mattress, so we began looking at air mattresses. We looked at Select Comfort and Nautilus. I found Comfort Direct through a search engine on the net. I thought the website was very well done and informative. I liked the concept of the SAM mattress, i.e. self-adjusting air valves, less chance of it leaking. When I called, the sales person was extremely informative and a good sales person. My husband and I agreed to try it for 90 days (as suggested on their website) with a money-back guarantee.
The mattress arrived in three boxes, with no directions for assembly. After about an hour, we finally called Comfort Direct and the sales person told us how to complete the assembly. We slept on it for about a month and I did not experience any significant relief, so I called Comfort Direct. They suggested I give it at least another month; that one month was not enough time. I agreed. After about another month, I did start to feel better. I was not nearly as stiff when I woke in the morning and the mattress was very comfortable. My husband and I both thought it was good, but not quite good enough to warrant the extra expense. So I called again to tell them I wanted to return the mattress. They suggested I try one of their other air mattresses, not the SAM. The sales people are VERY persuasive, so I agreed. They sent another box with new "guts" for the mattress. I was to take out the SAM air valve and replace it with the new air mattress valves (guts) and send the SAM valves back to them (prepaid shipping). I did this and we tried the new mattress for a month. My husband and I both agreed we like this one better. The SAM mattress is self-adjusting to each individual. The new mattress is a more traditional air mattress with a remote and many different settings. We both liked the mattress.
However, we made a decision to send the mattress back. We had read too many bad reviews and heard too many customer complaints about Comfort Direct. We were afraid if we had any problems down the road, that the warranty would not be honored, or that the company would go out of business. It was too much money to risk that, so we decided to send it back. Since I had made the last two calls to Comfort Direct and had been persuaded to keep the mattress, I asked my husband to call. If you want to send a mattress back, you finally have to talk with Kevin, the owner of the company. He will try and talk you into keeping it or going with a different type of mattress. When you finally tell him that it just isn't working and you want to return it, he says he will call you back with a return authorization number, but he never does. Then when you call him back, he's never "in," and he never returns your phone calls, or your faxes, or your letters.
We finally shipped the mattress back to Comfort Direct ourselves, at our expense, and told the credit card company that we are in dispute with the company. We had yet to pay the credit card company, so we are not actually out any money. The card company said they would handle getting the money back.
I advise that you keep copies of all your receipts, letters and faxes, make notes of phone conversations, and be prepared for a conflict if you decide to return it. Again, the mattress was not the problem; it was Comfort Direct that scared us.
Recommended:
No
Mattress Size: Queen
Amount Paid (US$): 1500
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Epinions.com ID:
tcwampler
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Reviews written: 1
Trusted by: 0 members
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