Mattress Warehouse of Capital Centre, LLC - Landover, MD 20785

Mattress Warehouse of Capital Centre, LLC

801 Capital Boulevard, Unit G

Landover, MD 20785

My name is Tracy Winston and I purchased a Phoenix Silver Futon Frame (sale order 15808) on Saturday, January 6, 2007. I was told by sales person JL3527 that the frame would be delivered to the store for me to pick up on Tuesday, January 9, 2007. Based on the information I was given on that Saturday I drove to the store that evening and upon my arrival I was told that the frame was not there. The reason I was given was it was not on the truck because the request did not get to the warehouse in time for that Tuesday’s delivery and that it would be on the truck for delivery on Tuesday, January 16, 2007. So I called the store to confirm delivery and was told he frame had been delivered. For the second time I drove to the store to be told the frame that was delivered was not the one I had ordered. Then I was told that he did not know why the futon had not been delivered. I called the store again on Wednesday, January 17, 2007 and asked to speak to the manager on duty. He told me that frame would definitely be delivered on Tuesday, January 23, 2007. So again I called the store to confirm. When I called at 1:50 pm today I was told that the frame was on the truck for home delivery between the hours of 3pm & 6pm. The gentleman also said that if I had not received it by 4:30 pm to call back to the store and he would call the truck to see where it was. No one told me that the frame would be delivered to my home. Therefore, I had to leave work two hours early to make sure I would be home to receive the delivery. At 4:30 I called the store and was told the had not arrive and it was schedule to reach the store between 10 am and 2 pm. I was also informed that I would need to come to the store to pick it up. This means I took off early for not reason. On top of that he was not sure the frame was even on the truck. He told me he would call me when the truck arrived. I made one final call at 5:45 pm spoke with Isaac he told me he had call the warehouse and the truck was on its way. As of 6:06 pm I still have not received a returned phone call from. I finally received that returned phone call at 7:00 pm stated that the frame would be delivered on Tuesday, January 30, 2007.

I can not believe this is how your store conducts business. I have received a different story each and every time I’ve called this store. I hate to think that you have a staff of incompetent employees working with and for you. It looks like the only thing your staff cared about from the beginning was the sale. There was no follow up and to be perfectly honest I should not had to call the store to check the status of this delivery after the two times. Every effort should been made to satisfied me and it wasn’t. It is clear that your staff does not communicate with each other. Someone drop the ball and it continued to be dropped be each and every employee after the initial sale on Saturday, January 6, 2007.

Someone in your organization needs to fix this problem immediately. No customer should have to experience this type of service…EVER. I will never shop at this store or this chain ever again. Nor would I recommend it to anyone.

For the life of me I can not understand why it has taken three weeks for this frame to be delivered to the store. I didn’t take three to pay for the frame therefore it should not have taken this long to receive the merchandise.

Tracy Winston