facebook merger By Asthma Helper

It’s ashamed many furniture and mattress stores cringe at the thought of people and the things they might say about their business on places like Facebook and Twitter, it really is a very interesting topic in this day of Social Media and the new transparency it offers customers into businesses and industries. Think about it, unsolicited comments and reviews at Yahoo Local, Google Places, Yelp or any of the gazillion others public places make it nearly impossible for control freak companies to manipulate their public image. Interestingly many of these independent furniture and mattress websites showcase great reviews while uncontrolled social media venues and similar comment and review spots will often have contradictory comments.

Social Media Friend Or Foe?

While we believe that even negative reviews can help build a business’ customer loyalty if given the choice, I’d would prefer a laundry list of perfect high praise reviews about my business.

So what should the public policy for Online Customer Feedback be?

Stores’ goal should be to identify the root complaint or problem.
Realize people get upset when things break or don’t perform as promised. The goal should be to remedy the situation and get to the root of the problem or complaint.

Help Stores Understand Your Problem.

Retailers and e-tailers need to realize that negative feedback doesn’t have to come with a price, it can actually be a learning lesson for both customer and business.  Negative experience or helpful suggestions can in fact be a great opportunity for furniture and mattress stores to improve products or services.

Stores & Criticism

While these are not good excuses, we all have our bad days and the hope is employees, owners, and managers would never bring problems to work or have an earlier issue carry over, but the truth is sometimes they do. From time to time products fail and services fall short or Murphy and his law rear its ugly head. None of us want to be yelled at or put down and we all want to be recognized in a positive light when it is deserved. While feeling the need to attack or sharing justified anger, attacking reviews may be deserving not all are exactly constructive. Point out the genuine issue with service or products and share your constructive criticism so that it can be remedied and so no one else has to go through the same problem.

When & How To Respond To Comment

It is import to respond to Online Customer Feedback. It is imperative that if I have made a mistake then I need to fix the problem and apologize and make it up to the customer if possible.
While the customer is always right sometimes they get the facts wrong or criticize the company for a product or service that was never promised or perhaps they do not even offer.
Finally, I usually do not respond to a customer who’s truly angry, just ranting, or seems to be upset with life in general responding only seems to get out of hand and take on a life of its own.

Yell loud enough and someone will listen

While we would favor that all customer or product complaints and problems are introduced to us first, we realize the reality is that it is not always going to happen that way.  Most retailers would love the chance to resolve a trouble or remedy a problem and if given the chance by responding. It is then that most retailers will shine when you need them most and if they don’t then use the public forum where you don’t have to yell but people will listen.

Encourage Customers To Comment

While I don’t think only good reviews should be solicited, I do think customer feedback should be. Collectively comments and reviews will show insight into the business that one is considering doing business with. This new age transparency will help customers not only determine what businesses will be a friend in times of trouble but who is superficial, unfriendly, and a foe.

Customer Service by RW PhotoBug's

Each and everyone of us at one time or another have either personally experienced or know people that have lived the horror stories of bad customer service. Unfortunately even I have had my share of the bad experiences. In looking back there were things I could have done to possibly make the experience a better one, and the tips I’ll share  applies to everyone.

As simple as it is to remedy, it is the most common problem I see,

not having the original purchase receipt or invoice in hand when calling by phone or returning to the store. This is used to quickly and effectively identify everything about that purchase. Even in this day of high tech computers, it is not always possible to find the information needed to properly identify a purchase or service order and everything it included. Costly software and time consuming data of course can be entered into a computer system, but is not always feasible for businesses of any size. Many business owners are not tech savvy enough to run such elaborate service control systems and just as it applies to big companies, there is a big cost  of money to businesses and ultimately the customer to have such detailed information at hand. Without a date of purchase, a sku number or manufacturer name getting specifics on how to handle warranty, service, or even the simplest of questions can be nearly impossible for the company staff. To make matters worse people don’t understand these complicated matters and could easily resolve the biggest service issue of them all by simply hanging on to their original receipt or invoice.

This is truly a bad way to start off the process…

and without the key vital item information the business and service help are often operating blindly. If you have lost your proof of purchase copy then many times providing a credit card receipt or canceled check will give the retailer a starting point to begin the research to your service question, warranty problem, or return. Remember the receipt is like a products’ Social Security Number it identifies it.

Next be explicit about the problem you are calling about. Time and again people call our business inquiring about warranty on any number of items. The problem is we offer nearly 1000 different items supplied by 20 different manufacturers and the conversation unfortunately starts by talking about the product not being the perfect color, firmness, or thickness of the mattress they wanted. In other words a lot of unrelated discussion to the real problem at hand that being a bad body impression, broken spring, or bad box spring etc. It is not uncommon to have people call and talk for 15 minutes and I still don’t know what their problem is. It’s not that we don’t care, but rambling on about ones illness, money issues, and talk about the grandchildren is irrelevant to the service issue at hand. It always makes me recall the times I have been put on hold for 10 minutes, and it makes me wonder if it was because people are unprepared and don’t get the point of the call.

Last but not least, do not call loaded for bear no matter how frustrated you may be. If you call expecting bad service it may be exactly what you get. We encourage everyone to be respectful and talk in a calm manor. Do not attack the representative after all he or she is there to help, not to stand behind a counter and get yelled at and defend his or herself. Extend them the same courtesy you’d expect of them after all in most cases they really are human beings.

More Customer Service Articles To Check Out

Ways to improve your service in a Mattress & Furniture Store

How To Check Out A Mattress Or Furniture Dealers Reputation

1. Under no circumstances even if the sale ends today or whatever the reason might be, do not buy until you are 100% certain this is going to be your next bed for —— years. Buyer’s remorse is a bad reason to have to return something and is a contributing factor to higher product costs.
2. Get promises in writing dated and signed by an authorized individual such as comfort guarantees, and return and refund policies. Know what if any fees or charges may be applied.
3. Problems such as lies, bait & switch, mislabeled product conflicts, be sure that you report these actions to the ownership and or management of the store. I would even suggest telling their manufacturers and suppliers. The supplier or manufacturer they are representing may care even if the store or salesperson  does not you are shopping are buying from doesn’t.
4. Problems cannot be resolved if management does not know about them. Be sure to contact someone within the company who has power and control over decisions. It is the only way to solve an issue and keep it from happening to someone else.
5. Be sure to tell other people about your experience there. This is so important whether it be a negative experience or positive experience share that knowledge with others. Bad dealers need to be called out and good dealers need to be rewarded with referral business.
6. Get names of individuals you talk too. If promises were made and not kept someone needs to be held responsible for their mistakes. This doesn’t necessarily mean their being fired most happenings don’t call for such extreme measures. Instead it provides and opportunity to learn from the mistake if dealt with correctly.
7. Something has been promised, a replacement product, a repair, or even a return phone call. Ask what the expected plan to correct your problem is and in addition ask for an approximate time line to correct the issue will be or when a return phone call can be expected.
8. If you financed or paid with credit card and a problem or issue has not been resolved, contact one of the following and state your case in writing.  BBB, Attorney General, Small Claims Court or the expensive route of a lawyer are additional options.
9. Be sure to shop Online Competition for better price alternatives, construction that may be better than what you are considering and last but not least warranty and what exactly that covers.
10. Never pay cash. Credit card companies will arbitrate to settle disputes between the retailer and the buyer. Cash buyers often can negotiate better prices when purchasing but do not have the same kind of recourse if a dispute emerges and cannot be settled leaving the ball in the court of the consumer to file claims with BBB or Small Claims court etc.

Article: More Ways To Protect Your Self When Buying A Mattress and Box Spring or Furniture

• Not refunding when promised the check is in the mail
• Won’t fix something that is broken and under a warranty.
• Will not replace or exchange something delivered to you damaged.
• Something that was ordered and they keep putting you off.
• Repeatedly not returning calls or keeping appointments for service.

I think you get the picture. There are things you can do to resolve the issue.

The following links are a couple of places you can contact to resolve or complain about your mattress or furniture retailer and or manufacturer.

Link to the Better Business Bureau

The BBB Better Business Bureau has personally worked for me in two situations. One was a hot air balloon company I was trying to locate and shopping prices etc. and the other was while hunting for a mechanic to repair my boat.. In both cases the companies I had planned to do business with had terrible ratings with the BBB.  After doing more research I used two companies that had spotless records with the BBB.  I still do business with American Boat and Motor in St. Louis to this day because Bill gives great customer service. The Balloon ride was a one-time anniversary gift and my in laws had a great experience with the company.

Unfortunately the BBB are only as good as the information they get, so remember to contact the BBB because they can only share poor business practices and feedback if people report it.

Link to United States Attorney Generals States

Link to the Rip Off Report

Some people contact their local call to action news teams. This might be a little drastic in some instances but if all else fails and you believe you are in the right by all means call upon them. Just remember the business gets to tell their side too and there are a lot of people watching.

Remember none of these sources are guaranteed to resolve your issue but if you are having a problem getting your mattress complaint resolved these are good sources to look to in time of bad business practices by a mattress or furniture store.

You have fewer choices of what to do after you buy so remember an ounce of prevention is worth more than a pound of cure. Check out the dealers’ reputation before you buy not afterward. Know what you’re shopping for. We offered some great tips Top 5 Mistakes People Make When Buying a New Mattress and Five Huge Mistakes People Make While Buying a New Mattress

Compare apples to apples.
Read reviews, blogs even check social media sites like Twitter and Facebook talking to people in your network of friends and followers.
Talk to friends and family.

Mattress shoppers can learn more about mattresses on What’s The Best Mattress an online mattress forum with lots of participation by people just like yourself.

Any additional Ideas would be appreciated. This will give people one convenient place to take in a great deal of information. Please feel free to post additional ideas or experiences that might be useful.

Examples for illustration only:
· Twin mattress set 99.95
· Full 149.95
· Queen 199.95
· King 299.95

Then you go into the mattress store and look at them and they’re junk! If this has happened to you then you will love this blog. It is hard to find a mattress store in St. Louis that doesn’t advertise an ad similar to the prices above. Just open up the St. Louis Post Dispatch or Suburban Journal and look at the ads created to entice you into their mattress lair.

Want The “Truth” About Cheap Mattress Sets?

The truth is our cheap low priced mattress is just like everyone else’s low priced cheap mattress. I think Consumer Reports said it best and I’m paraphrasing; “cheap mattresses are nothing more than a slab of cheap foam with a piece of fabric over them. The only steel in them is the staple holding on the law label.” Heck if you’re lucky enough they might throw in a few coil springs. “Then there are the foundations, which are thin wood framework and slats topped off with cardboard and held together with a few staples.” Hardly the mattress set fit for a king much less our growing children.

Unfortunately as a mattress store if you do not carry these cheap price points, you are at a competitive disadvantage. Sure you can buy a mattress like this for a really really cheap price, but it cannot and will not support a person bigger than a small child. We believe the average mattress buyer is expecting a lot more for their hard earned dollar. So in this blog we are taking a stand. It’s important to note that mattresses like these are built for one reason and one reason only: price, not comfort, not support, or even quality.

The truth is the people who buy these mattresses are getting exactly what they paid for whether it is our mattress model or our competitors. The old saying you get what you pay for definitely applies here.

The best applications for these mattresses are very very small children or kids who may still be going through the bed-wetting stage, rarely used fishing cabins, or maybe to fill a spare bedroom that rarely or never gets used. The reality is even if you are on a very tight budget, mattresses with good comfort and a decent life expectancy can be bought for only a few dollars more. Mattress stores often have payment plans, and layaways to help you afford a mattress that might otherwise be financially out of reach. We would be glad to help you locate a mattress to fit your needs and your budget by simply contacting us.

STL Beds challenges our mattress competitors to be that honest about their starting mattress set. If more mattress stores opted out of such appealing advertising practices, maybe the mattress industry could get some of its good name back. Isn’t that more import for the mattress industry and our loyal customers? After all our customers are expecting quality mattresses for a reasonable price. Instead we give them preposterously low prices on mattress sets they don’t want to buy, just to lure them in our stores.  In the end we frustrate our customers and don’t make any money on such cheap mattress sets anyway.

In the end the mattress shopper and the mattress store both loose.

There is a general consensus that a mattress should last as long as the promised warranty and the hyped sale pitch by a saleman. The reality is that a warranty is a not an indicator of a mattresses overall durability, but a promise to fix defects in the mattress. The greater part of all mattresses sold today cost under $1000.00. Most have 10 year warranties and majority just won’t last the ten years implied on the warranty card, regardless of mattress size, price, and brand name.

Interestingly Consumer Reports suggests that a mattress will only last on average 8 years. That is a far cry from the standard warranty card that is marked with: ten, fifteen, or even 20 years or longer. Many mattress insiders say mattress comfort life is more like six to seven years maximum. To understand what is actually covered by a mattress manufacturer and their warranty you need to be a lawyer and a Rhodes Scholar. One thing we can safely assume that is not covered by a mattress warranty is comfort. If you do not like the feel of a mattress, you will learn quickly that, comfort is not a warranty issue. Comfort is dealt with by many bedroom stores under what is called a comfort guarantee, which lasts anywhere from 30 to 90 days after purchasing a new mattress. 

As we have learned warranties do not guarantee comfort, but they also do not promise good support. They merely promise that under normal circumstances that the mattress will not break down excessively, and that the mattress will be free from defects due to bad workmanship of faulty materials. The truth is not matter how well a mattress is built, it usually loses most of its support, comfort, and aesthetics well before reaching it’s 10 year birthday you can be guaranteed of that.

11-inch Memory Foam Queen Size Mattress
· Compare at: $1,130.90
· Our Price: $350.00
· Sale Discount: $35.00
· Your Price: $315.00
· You Save: $815.90 or (72%)

If this particular advertised mattress actually sold for $1,130.90 then this very well may be a great deal. However, in this ad nowhere does it say any such a thing. The ad says Compare at: $1,130.90
It goes on to say plainly “Our Price: (is) $350.00.”
 It then says the “Sale Discount: (is) $35.00.” (This is the discount the company is offering)
It then goes on to say that “Your Price: (is) $315.00.” (What you will pay)
Finally the ad claims “You Save: $815.90 (or) (72%).”

Wait a minute didn’t they just tell you that your Sale Discount is only $35.00? Yes it did. The truth is the way this mattress ad is worded in my opinion is very deceptive and not uncommon in the mattress industry. They are telling you the “Sale Discount” is only “$35.00.” That is the equivalent off only 10% off of their price. Yet the ad is claiming a savings of $815.90 or (72%) when looking at the “Compare at price”
 
It is my opinion that this is not a great mattress deal. This mattress ad doesn’t say this mattress was originally $1,130.90, it says Compare at. (Compare to Who, What, Where and When?) Those are important questions that need to be addressed. Sure you can probably find a store selling a memory foam mattress for $1130.90 but was it the exact same one? I don’t think so after all the #1 memory foam mattress Tempur Pedic offers memory foam mattresses for thousands of dollars but I assure you this was no Tempur Pedic.
 
The funny thing about this ad is that it has a disclaimer defining to the mattress shopper what “Compare at” means. In this ad the definition of compare at is nearly one page long, has over 301 words in it, and I’m not sure a lawyer could understand the disclaimer, I know I didn’t.

I believe we all like a good deal but It is not about how much you save. It is about comparing apples to apples and getting the best price for that apple.

Feel free to tell us your experiences. No company names Please. Store names will be deleted.

Interestingly the definition does not define such stores as having the ability to sell wholesale to the public. It does not say that they have the ability to save you even a small amount of money. Furniture outlets, clothing outlets, what ever kind of outlet you can think of it is one of the most ingenious marketing inventions ever put in to action.

Here in St. Louis there are a number of outlet stores that sell mattresses and furniture that make claim to cut out the middleman therefore saving you money. Some of the stores and salespeople claim to sell their products for “wholesale cost to the public”. I personally do not have a problem with that, if that was what they were really doing. I believe these businesses and their sales staffs are intentionally implying direct savings to you the consumer by means of a factory direct to the customer (you) wholesale pricing.

I can assure you this is rarely if ever the actual case and is one of the easiest marketing methods to put into plain words for the retail buying consumer. Factories design and build items like mattresses and furniture in large volume. They then hire territorial sales representatives to locate retail stores and distribution centers who are willing to sell and market their goods in large quantities. Ultimately those products like the mattresses and furniture are then sold at wholesale cost to a retail store, chain, or distribution center.

These loyal and committed retail stores often enter a working arrangement and act as the liaison between the manufacturer and the customer. They set up showroom locations to see product selection, get product information, and take care of all service related issues. The dealer is expected to uphold the manufacturers standards and even calls upon the manufacturer for help when needed. This authorized dealer in essence enters an agreement or contract for exclusivity or obligatory minimum purchase amounts in order to buy from the manufacture at wholesale prices. Distribution centers are required to purchase greater volumes and then at the end of the day sell their products to retail stores who may not be able to make manufacturers’ purchase minimums.

I get frustrated when I see ads like the ad I saw on line doing research for this blog. Company X claimed their item was on sale for 50% off their already wholesale to the public price. It’s my opinion that outlet stores should have to answer to the various State Attorney Generals with ridiculously high fines or even closure if such deception persisted after a warning and steep fines. It is important that the public can trust what they read and hear on signs and in ads. Just as important customers need to be able to believe what sale associates tell them to be good and trustworthy information. Retail establishments need to stop trying to gain a competitive business edge with claims of wholesale pricing to the public which are often untrue. My ongoing opinion, if state attorney generals would crack down hard on such ads and deceitful claims of selling wholesale to the public it would put an end to such bad retail business practices, but I guess that is wishful thinking.

Companies buy buildings or rent them but do they only have to pay the mortgage or rent payments on the weekends?
I think we all no that’s not true. I think it is safe to say our mortgage holders or landlords would not be so generous to forgive us of our monthly principle and interest payments just because we only lived in our residents only on the weekends. However it does sound like a sweet deal, I want that.

If selling furniture, mattresses or any item for that matter only on the weekends really saved customer’s money why doesn’t every store in every industry do the same thing?
My guess is that slow and steady beats a weekend mad rush, you know like the Tortoise and the hair. Someone once told me why isn’t Costco or Sam’s Club only open on the weekends? Aren’t those the two most successful money saving companies in the United States? If only being open on the weekend saved you more money I have to believe these two giants would lead the way.

Do companies that are only open on the weekends only incur lower costs by only being open on the weekend?

My view is I do not think so, put your current life in a weekend mode of doing everything you do, would that really save you money? If it worked we would do it, the world would do it. I think it is safe to say the answer is no.

Do companies have to still pay utilities, insurance, and advertising throughout the week?
Yes, just because their weekend store hours start on Fridays and go on thru Sundays that does not mean they stop accumulating bills Monday thru Thursday.

Is advertising stopped by weekend only type businesses during the week such as Internet, TV and radio if no why is that?
Of course not the answer is simple, no. The reason is consistency, they do not want to lose that constant steady exposure that mainstream stores who are open 7 days a week benefit from.

Is it true that stores that are open Sunday through Saturday 9:00 AM to 9:00 PM can also buy truckloads, close outs and one of a kinds?
Sure they can and they do. Maybe even more so than a business that is only open on the weekends because they are open all week long waiting and ready to take advantage of such great bargains and special buys.

Is customer service better from a store that is open 7 days a week as apposed to stores that are only open on weekends?
That is hard to say. My guess is that a store that is open 7 days a week vs. one that is open 2 or 3 days a week will have someone conveniently available to help you with your service needs. I suppose another thing one could do is look to organizations like the BBB or talk with people who have bought from these companies and find out how they were treated. It just seems to me that being available to your customer virtually everyday shows you are truly committed to their needs.

Conclusion:
So why would buying on the weekends only save me money? I just don’t know.

Also read: Can you Buy Mattresses and Furuniture Direct And Really Save Money?

Can you Buy Mattresses and Furniture Directly And Really Save Money? Seriously does anyone believe that buying a mattress or furniture on the weekend from an outlet store or buying direct is going to save him or her money? This series of blogs may change your mind and if they do not, well then I have a bridge to nowhere in Alaska to sell you.

The only question you need to ask is direct from whom? Customers are often confused and buy into this controversial way of marketing mattresses and furniture. Customers really don’t know if they are directly buying from the manufacturer, a distributor, or the retail store. Are you only saving monopoly money and if so how can you protect yourself and know that you are not being mislead?
Here is the facts, if you buy from someone aren’t you buying it direct? It is often just a play on words, so how do you know if you really purchasing from the manufacturer that builds the furniture or in fact makes the mattresses? It is pretty simple if you are buying direct from the manufacturer your at the place they are building it. Mattress or furniture retail stores are middlemen or distributors of the goods. They buy direct from the factory and sell to furniture and mattress retail stores and the general public as authorized even contracted dealers. These stores can be found in any shopping mall, busy commercially zoned area, or industrial complex so don’t be fooled by warehouse looking locations.

Think about this, if selling direct to the public were so simple Ford, General Motors, and Chrysler would own all of the car lots and have direct to the public sales all the time. So explain these claims of buying furniture and mattresses direct from the manufacturer? It is true retail stores or distribution stores buy direct from the manufacturer, however the general public typically cannot. There are very rare cases where consumers can purchase their goods from the factories. There is only one other example I can think of where the general public can buy from the factory so called directly and that is through their own factory owned stores, which are rare. Even more unusual would be a factory owned store undercutting or undermining their own authorized mattress and furniture stores. This is often a claim  when they say they won’t be undersold because they cut out the middleman to save you money. Really we say?

It is my opinion that retail stores want to lead you to believe through their advertising that you to can also directly buy mattresses and furniture from the factory for the same price they the retail and distribution stores are buying it for. Again if you believe that ironically I have another bridge to sell you that stretches from California to Hawaii.
The truth is factories deal in large volume selling and are not structured to sell one, two, or three pieces at a time. So don’t think for a second that they are about to bite the hand that feeds them by undercutting their own authorized or even contracted mattress and furniture stores. Factories hire sales representatives who call on retail mattress and furniture stores to distribute their goods.

Read Part 2 of this blog