DELIVERY SPEED: Very slow. We were promised delivery within 7 days of the purchase. Over 2 weeks later and we only have the mattress, with no foundation.
ORDER ACCURACY: The order for the mattress, foundation and frame were promised to be delivered on the same day. We just received the mattress, and the order the delivery crew had showed only the mattress - with no foundation or frame. Who knows when we are going to get the foundation or frame, as there is apparently no record of the rest of our order, despite the full purchase price for the order having gone through the credit card.
CUSTOMER SERVICE: Absolutely deplorable. Reaching anyone at the store location was near impossible, requiring two days and MANY repeated calls. Voice mails were never returned. The store sales person stated upon entry to the store that unless we were going to buy something, he wasn't going to get up out of his desk chair. When we indicated that we were in fact going to purchase a bed, he finally got up and walked around the store - barefooted. During the process of ringing up the sale, the sales person then proceeded to ask us for a job, regaling us with tales of a sad decline from the dotcom bubble burst. When we called again to inquire about the failure to deliver the full order, the same sales person (again) launched into how the order processing system works, without answering questions as to how and when the order was going to be corrected.
OVERALL SATISFACTION: NEVER - I repeat - NEVER EVER buy a mattress from Dormia. In store sales service is horrible, the distribution center service is almost as bad. After being given the distribution center phone number to call and inquire about where our order was after a week had gone by, they stated that they had not even received the order in their system, and were not willing to provide assurance that we would be notified when the order was to arrive.
PRICING: While the price was fair, being a close-out model of the mattress, I wish we had paid the extra $500-$700 from another manufacturer if only to get fair customer service and a COMPLETE order. If we had not already invested the time in this order, I would have called and cancelled the order today.
I will never purchase a mattress from Dormia again, and I will be steering everyone I know away from them as well.
