Leeds Mattress Factory

6200 Lankershim Boulevard
North Hollywood, CA [protected]
[protected]

I had the worst customer service every.
First, I was very happy with the bed I chose.
Second, Bob was great with his customer service at first, when purchasing the bed.
I was purchased the bed on Monday 3/15 and was told by Bob/Rep that I would receive a call the day before deliver which was Thursday 3/18.
I never received a call from the warehouse on 3/17 which was the day before the deliver date.
So I called the office on 3/17 and left a message.
No one returned my call the following day 3/18 so I took it upon myeslf, to call them during my lunch break.
Finally spoke to a rep/Ed and explained to him that I did not receive a call for my delivery.
After giving Ed all the details on my situation I asked if I could please have a time for deliver that day 3/18 Thursday because I've been waiting a few day's for my deliver and my sister had took time off from work for this delivery. Also, told Ed that I've left several messages and no one returned my call.
Ed stated that he did receive the message but didn't return the call because it was for Bob. I then said but aren't you covering for Bob today? He said yes and said but that he doesn't work with Bob's customers only new customer's.
However, Ed said he would call the warehouse and check on why I haven't had my bed delivered or a call from the warehouse.
After an hour or so Ed finally called me back and said that he was unsure on why the bed was not delivered or why I had not received a call from the factory also, said that he will try and have the bed delivered by tomorrow because, the is ready for delivery.

I called Ed back to ask if the bed is ready can he please have the bed delivered that night no matter how late I wouldn't mind.
So Ed said this is fine and said he would call me back.
Ed then called me back and said that wasn't possible.
I then said okay Ed since you have a relationship with the warehouse can you please call them to ask them for a delivery time so I or my sister could be home.
He/Ed said I don't have a relationship with the warehouse and that he cannot do it.
I said you have to be kidding me you just called them.
He said if this is such and urgency you should rent a truck and pick it up yourself.
I said you are being unprofessional and he said you are being unprofessional and hung up on me.
Finally, waited for the delivery people to call me like Ed had said earlier in the conversation, 7:30pm came around and I asked my sister to call Ed and let him know that no one called for a scheduled time of delivery.
He said he will call the warehouse and see what the problem is and will call back.
10 minutes to closing time which is 8:00 and Ed did not call us back.
So my sister called him back and let him know that we still didn't not get a time for delivery.
Ed told my sister that he was going to call the warehouse and see what is the problem. 8:00 pm came around and still no word.
I called the office and left a message on the office voice mail (because Leed's was closed by this time) letting Ed or Bob know that no one called us back from the warehouse and to please give me a call first thing in the morning on Friday 3/19.

Lastly, I waited until Friday at noon for Leeds office to give me a call and still nothing.
Again, during my lunch hour I took it upon myself to call the office and follow-up with the delivery time and date.
Spoke to Bob and let him know about the unprofessionalism of Ed and asked him if he could please help me with this issue.
Bob then apologized and said that he does not know why Ed could not help me if he would have helped me I would have received my bed that day 3/19. Bob also stated that he will never have Ed cover for him and will report him to Corporate.
Also, Bob also explained that the delivery date was scheduled for 3/19 anyway and I said oh I guess that was a misunderstanding on my end.
But then Bod said well why didn't I have my bed by today?
He said sorry about that and that he would compensate me with a mattress protector and a great deal for a family member or friend in the future.
But, said that he can't have the bed delivered that day and, for sure have the bed delivered on Saturday 3/20 first thing in the morning. I said this is fine and thank you for all your help.

I did finally get a call that night from the warehouse giving me a time slot 3-6 time for delivery Saturday 3/20.

I waited until 7:30 for the delivery and still no call no show.
I called Bob that night and left a voice mail message by this time Leed's was closed.
Sunday 3/21 12:30 in the afternoon and did not get a return call from Bob.
Took it upon myself to call again, spoke to he/Bob said let me call the warehouse and see what the problem is and he never apologized for not returning my call.
Finally Bob called me back and said that he doesn't understand what the problem is.
I let Bob know anyone at this point would be livid and asked to have my money and that I will be at the office before they close to have my money returned to me for the bed.
He said come on in but that he will be leaving at 5:00pm.
Went to the store and Bob asked how I was doing and I said not so well.
He said sorry about that and goodbye.
Neil I want to let you know that I'm very disappointed in your business.
I was hoping to have a new bed to sleep in and instead I had a roller coaster of unprofessionalism and incompetency.
I have waisted my time with you business and now have to use up more time looking for a new bed.
Please let me know what was the outcome of Ed and was he reported to corporate?
Second request for information.

Sincerely,
Very Disappointed customer.