Good product, poor customer service Bergad Isoform Mattress
Do NOT buy this mattress Bergad Isoform Mattress Firstly if you are at all concerned about your health or well being I would stay as far away from the...
Bergad Isoform Mattress Bergad Isoform Mattress Many of the reviews here give a lot of detailed information about the isoform mattresses. I am not g...
The following is a very detailed review of our ordering and delivery process. Please be sure to read this before buying a Bergad Isoform mattress so you know what you’re getting yourself into.
My wife has had recurring back problems which were compounded by her pregnancy, resulting in very poor sleep quality on our old innerspring mattress. So, we decided to buy a new one.
We considered an air mattress as well as a viscoelastic foam mattress, comparing the Select Comfort beds with Tempurpedic. We decided we liked the Tempurpedic mattress with adjustable bed frame, but it was really hard to pay the high price. So, I did a little research and discovered Bergad through a review I read here at Epinions.com. I read mostly stellar reviews on the Bergad beds, and based on the fact that it seemed to be very comparable to Tempurpedic, if not better, for a fraction of the cost, we decided to go with Bergad.
I purchased the Bergad queen adjustable bed from their website (www.bergad.com) for $1,879.00 (+$2.00 shipping) for $1,881.00 total. My wife and I were very excited and given that they were located in Pennsylvania, and we are in Maryland, we were looking forward to a quick and easy delivery. Boy were we wrong.
Upon placing my order, I received an order confirmation via e-mail. Two weeks went by and I heard nothing, so I decided to give them a call. It was then that I began to realize what a small operation they are running. When you call their toll-free number, you are given two options - sales/customer service and order tracking. I chose order tracking and was forwarded to an individual’s voicemail. I never did speak to this person as all 5 times I called for order tracking, I was always forwarded to voicemail.
I left a voicemail, and to their credit, I did receive a return voicemail a day later from Saul Bergad. He informed me that the adjustable frames had to be ordered, would be coming in within a day or so, and our bed would be shipped at that time. Great. I couldn’t wait.
Another week and a half went by, and no bed. While my wife suffered each night with a bad back and no sleep, we waited on the “good deal” I talked her into rather than the more expensive Tempurpedic.
Again I called back for order tracking, left a message, but this time I did not receive a return call. Finally, I decided to just talk to a salesman, and I got through to John Wood. He seemed like a nice enough guy, and was very apologetic. However, I question this company’s logistics and business processes on the sales and customer service end.
I asked about my order, and he could not find it! I was on the phone with him for about 20 minutes listening to him attempt to pull up my order on different computers, trying different databases, etc. until finally he found it. Great. However, he could not tell me why it had not been delivered or why it had been delayed.
So, I received a return call the next day to tell me that everything was ready to go, and they did not have a reason for the shipping delay. I was told that they would deliver our bed to us personally rather than using a shipping company, since we were only about 8 hours away from them. That seemed strange, but I was just happy to be getting our bed finally.
John informed me that they would deliver our bed to us on Friday around 6:00-7:00 pm. So, I came home from work on Friday, took apart our old bed, and moved out our mattress and boxspring by myself to make room for the new bed. We waited, and waited, and waited for them to show up, keeping our 1-year old baby awake past her bed time so that the deliver guys would not wake her. Finally, at 9:00 we decided they were not coming (at this point it was after business hours and we had no other contact phone number to call). So, at 9:00, I moved our old bed back into the room and put our daughter to bed.
Needless to say, my wife and I were livid. We decided to call them first thing Saturday morning to cancel our order. I called at 9:00 am Saturday and was told the delivery guys had already left at 4:00 am and were on their way. When I asked what happened to our Friday delivery, I was asked “didn’t they call you?” Of course nobody called.
So the delivery guys finally show up at noon Saturday with our bed. Expecting a delivery box truck, I was surprised to see two guys pull up with our bed strapped in the back of their pickup truck.
Talking to the delivery guys, I learned some interesting facts about Bergad. I learned that they had only setup 1 other adjustable bed in the past (they were not a new item - they just rarely sold them). I also found out that they are the only two delivery guys, and they were leaving my house, going back to their factory, and then making another delivery to West Virginia. Our two free pillows were not delivered because they only have two employees who sew the pillows and bed covers, and they are always behind.
Thinking that this company must sell most of their beds locally and my order must have been an exception to their normal sales, I was assured that most of their orders are placed through the Internet or by phone. I was told that they had a new secretary who had been doing a poor job handling the orders, and it was likely that she misplaced my order somehow and that’s why it was delayed. I was also told that there is poor communication between the sales staff and delivery staff, and that they were never available to deliver our bed on Friday.
So, in conclusion, we are happy with the product we purchased. Having tested the Tempurpedic in a showroom, I cannot tell any difference between that and a Bergad. So, if you want a Tempurpedic, but don’t want to pay the price, a Bergad mattress could be for you.
My wife is now able to sleep better, and she loves the adjustable bed frame. She is a tough customer, and she has commented at how nice it is to have lower back support now as she “sinks” into the foam.
Unfortunately, although this company seems to make a good product (so far), they are a small time operation and if you plan to purchase from them, be forewarned that your purchase may not go as smoothly as most online purchases. I would recommend placing your order by phone, and calling back several times to follow up with your order until it is delivered. Plan to spend a lot of time on the phone.
If you don’t mind a small hassle to save a small fortune, go ahead and buy the Bergad. If you’d rather pay the extra money to avoid the hassles, headaches, and time wasted on the phone with these guys, then buy a Tempurpedic.
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