Sleep City USA

Karen Hoth _{on Google}

Nov 10th, 2015

Open Letter To Jennifer Heggen.
Ms. Heggen, I purchased a bed from you when you were located in the Hutton Ranch Plaza and had a wonderful experience. I then went to your store on south 93 to purchase a bed on the 31st of January, and this experience has been the worst I have ever encountered when purchasing furniture.I am a cancer patient, with the same type of cancer that killed Steve Jobs. The reason I purchased this new bed is because my husband shattered his ankle and is unable to climb the stairs in our home. When speaking with your salesman I made the fact that we needed the bed ASAP abundantly clear.. My husband was in surgery while I was attempting to get this bed. When I asked the salesman about the sale on mattresses, he said (I am paraphrasing) Don't worry, I'll give you a good deal, I'll give you the powered base for the non-powered price. I had forgotten the card I wanted to make this purchase on, so I left my license for the salesman to fill out the paperwork. Not realizing he was a liar, I just handed over my card and signed the paperwork. When I asked the salesman whet time to expect delivery, He THEN informed me it would be 2 weeks. I received a call that mid week informing me the mattress was on back order. Your employee asked to speak to my husband. When I asked him what the call was about he replied that he guessed he could talk to me about the bed. That was over a month ago and the mattress is STILL on back order. What kind of mattress store sell items they don't have? I couldn't get any type of response from your employees at that location until I posted a negative review on Facebook. Then, I received a call from this location saying they would deliver the base and a loaner mattress, which they did do. However, when I noticed they had delivered a non powered base the games began again. Apparently while I left to get my card, your salesman wrote up the paperwork as a NON powered base. He charged full price for the non powered base and mattress, so I did not get even the mattress discount that your location had prominently displayed in signage. I attempted to get this issue resolved through the BBB, but whoever responded to them did nothing but lie in their response. This stress has caused my symptoms to flare up which in turn damages my right heart valve. I cannot believe that what to you is such a small amount of money is worth treating a repeat customer who returned to your business with the expectation of the same level of service as previously received, so poorly.