The New Bed Ordeal: A Long, Boring Story That Has To Be Told

I am telling this story because it is the only recourse I have to get a little justice from NEW

July 7: Purchased a new bed at SamsClub. The same bed at RCWilley would have cost 2 to 3 times as much. I called the national delivery service that Sams uses (NEW) to schedule delivery. I was told I would get a call in 1-2 days telling me when the bed would be delivered.

July 11: No phone call-so I called them. Was told they would call back.

July 12: No phone call-called them. Was told they were behind "because of the Holiday" (I guess they meant July 4) Was told they would call back.

July 13: No phone call-called them and delivery was scheduled for Monday July 18 between 8-12. Called NEW to find out who I could complain to and was told I could only talk to one of the reps who answers the phone, so I complained to him.

July 18: Waited all morning. At noon I called NEW, they called local delivery service, who called me and said they couldn't come til that evening. I wouldn't be there that evening so they scheduled Wednesday at 9am.

July 20: At 9:40 local delivery guy called and said he didn't think he could deliver the mattress because it was a king size. DUH! I told him we have a service elevator so he said he would try. When he got here he took the mattress off the truck and it was covered with BLACK dirt. I pointed that out to him and he said "Was that there before I took it off the truck?" implying that I damaged it. I refused delivery and called Sams. They called NEW who called me for the first time. I was told that it takes 1-2 days, but they would try to get it done sooner and they would call back right away.

July 21: No phone call-called them and was told it normally takes 1-2 days, but they would take it personally to the manager and get it taken care of and they would call right back.

July 25: Still no phone call. Called Sams, spoke with a manager who called NEW. He called back and said NEW would call back to reschedule the delivery. He also said the damaged mattress had not been returned to them.

July 26: Still no phone call. Called and insisted on speaking with a manager who patiently told me it takes 1-2 days to schedule things and they couldn't do that until they received a call from Sams. LIES, LIES, LIES. Cancelled the delivery.
Called Sams. They were very apologetic and gave me a $25 gift card to cover cost of renting a UHAUL to get the mattress.

July 27: Picked up the mattress. Sams people were very nice. (The damaged mattress did get returned yesterday-a week late) It was a hassle getting it into the elevator, but Dallin helped Frank. Dallin and Sara put the bed together while we were returning the truck. Thank you.

Slept on bed last night. It is so comfortable. Frank loved it, too.