Poor Customer Service Verlo Excellence II
Verlo Excellence II Plush cover. Additional layer of cotton through the center third of the mattress. Additional wood slats and boxspring coils in the ...
verlo’s customer service stinks Verlo Excellence II Aug 2, 2005 I purchased a king-sized latex foam mattress from Verlo in Boulder Colorado in Febru...
Attached is a copy of a letter sent directly to the owner of Verlo, Dale Williams.
He never answered or replied to the letter:
Dale Williams
VyMac Corporation
W3130 State Road 59
Whitewater, WI 53190
Dear Mr. Williams,
I am writing to express my dissatisfaction and discomfort with my Verlo Mattress. I purchased a Verlo Mattress approximately two years ago from the Round Lake Verlo Store in Round Lake, Illinois. During the two years I have owned my Verlo Mattress, I have expressed my concerns and complaints at the local store, regional franchise and the National customer service. Each complaint has been received, however, there has yet to be any improvement in my Verlo Mattress, nor has there been any follow-up to my complaints.
I purchased the Verlo Mattress on a recommendation of my family. At the time of purchase, the sales agent recognized my family”s name and granted me a “free” bed frame, two pillows and a mattress pad. Later, when I phoned the local office to express my concerns about the discomfort of my Verlo Mattress, I was told in great detail that the salesman was wrong in allowing me all three items. Additionally, the local office told me my billing information did not indicate I was awarded all three items, namely the bed frame. I believe this information is important to express because the local office was distressed over this incident occurring and I spent a great deal of time explaining my Verlo Mattress rested upon a Verlo bed frame.
The specific complaints about my Verlo Mattress are 1) the Mattress curves to the center and 2) the bed and the mattress is uncomfortable. I wake each morning feeling uncomfortable and stiff. I believe it is impossible for me to “wake on the wrong side of the bed”, because all sides of the bed are the “wrong side”. Awakening daily is accompanied with feelings of frustration from a constant discomfort of my Verlo Mattress.
These specific complaints have been expressed several times to the local, regional and National Verlo representatives. During the first year, I complained about the discomfort approximately four times locally and regionally and my Verlo Mattress was returned to the warehouse two (possibly three) times to be corrected. During the second year, I complained to the National Customer Service and my Verlo Mattress was again returned to the warehouse, where I was told my fee for correcting the problem was waived. However, each time my Verlo Mattress has been “corrected”, the discomfort does not improve, nor is there any significant change in the mattress.
In an effort to correct the problem myself, I have done the following things to try to improve the discomfort:
1) I flip my Verlo Mattress bi-montly
2) I have switched the Verlo box-spring with another box spring.
3) I had the Verlo technicians check to see if the bed frame was set up correctly (it was).
4) I have slept in different parts of the bed.
5) I have had other people sleep in the bed to check the level of discomfort (they have agreed my Verlo Mattress does not offer a restful sleep)
6) I have slept in several other beds and have found sleeping to be comfortable and restful.
After all my research and evidence, I have found my Verlo Mattress is the sole reason for my restless nights and uncomfortable sleep.
In my recent (National) complaint, I have requested a replacement. Additionally, I have indicated that I do mind a store model or discontinued model. However, I was told that was not possible. Currently, I do not have the funds to purchase another mattress. Therefore, I feel imprisoned on my Verlo Mattress until the time when I have saved the money to free me from my daily discomfort.
Before I move to my final stage of complaint (which would be Consumer Advocacy, Better Business and Internet sites which allow Mattress reviews), I would be interested in hearing your thoughts concerning my dissatisfaction. If you are unable to respond or chose not to, please do not ask the Local, Regional or National Customer Service to speak for you. As I mentioned, I have spoken with those people and believe they have done what they believe they could do for me.
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