Buying a bed I never slept on Comfortaire Cerulean Mattress
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After back surgery 10 years ago I invested in a water bed at the advise of my orthopedic surgeon. Our experiences with that bed were great, except the three times we moved and had to dismantle the beast. Recently my wife and I (mid-fifties and average build) began to wake up with deep muscle and bone aching. We were informed that the warmth of the water bed combined with its minimal support might be the cause.
So we began looking for a good firm standard mattress. A relative, hearing of our search, suggested we look at a Select Comfort air mattress. Since we live some distance from a major city, I decided to check out air mattresses on the internet before proceeding further. We found Select Comforts web-site but noticed a competitor’s ad (Nationwide Mattress)promoting Comfortaire as well. The on-line information for Select Comfort was basically a listing of dealers in the vicinity. Comfortaire, on the other hand, provided photos, specifications, prices and features to look for.
Some details of the ad were confusing so I decided to get some direct answers from the toll-free number provided. That is how I encountered Richard Thomas, one of the most accommodating salespersons I have met in person or on-line.
Richard answered my questions, pointed out the fact that Comfortaire was the mother company and that Select Comfort was the for-more-profit spin-off corporation. He alerted me to that foam divider that fits between the two air pads of the Select Comfort mattress–as opposed to the tight-fitting pads that touch in the Comfortaire king mattress.
Thinking it was too risky to purchase a mattress sight unseen, my wife and drove some distance to a Select Comfort store and tried out all their beds. We were pleased with their comfort, but taken back by the higher prices for the mattresses and the steep price for a plastic foundation to support the mattress.
Having been assured that there was a free return policy we decided to take our chances with Comfortaire and save some money. Informed that Comfortaire did not provide foundations, we took their advice and went to a local el cheapo furniture store and picked up the twin box springs for a song ($139) compared to the $500 for the Select Comfort foundation boxes.
I called the toll-free number to clear up a few final questions with Richard Thomas…only to discover that no one answered the phone at the number that was supposed to be accessible 365 days a year. I loved the feature that allowed me to leave a number and receive a call-back rather than sitting for eons waiting for a service representative to become available. But in this case, every time I left my number (and was assured that I would have a call in a few minutes)no one called. Finally, I decided to forget it and look elsewhere.
That’s when Richard called, profusely apologetic and explaining to me that a technical “melt-down” had taken out phones and computers for several days. His assuring words made me a believer once again and the order was placed (Cerulean Eastern King), with a nice bonus item added free of charge to compensate me for my inconvenience.
The bed arrived in a few days, was set up in less than 30 minutes and we loved it. But another glitch happened. The space technology melt-pad we had ordered came in the double bed rather than the king-size bed we had ordered.
So back to Richard Thomas on the phone and his emphatic insistence that he would make it right. A new pad was shipped from the factory and the incorrectly sized one was returned—all at Comfortaire’s expense.
Was it hassle-free to order on line. Not quite. But the sales representative was more than true to all that was promised. I genuinely experienced total “customer satisfaction” through the extra efforts of Richard Thomas.
And how does the bed sleep. Too soon to say, we have only had the bed for a few days and it would be too soon for me to make a final judgment. But so far we both love it, we are unaware of the movement of our spouse in the night and have had no recurrence of the back and leg pains experienced with our water bed.
So when someone cautions me about buying items over the internet and the rip-offs that are likely to occur, I will listen to them but be sure to exclude Comfortaire from those accusations. Great job, people. Glad you invest your energies in customer satisfaction, not marketing, retail stores and all the other frills that add cost to the item, but give nothing in return.
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