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Customer service counts BEFORE the sale, too 02 Mar 2021 12:28 #1

First, a thanks to TMU for all the info. I've just begun contacting various manufacturers (latex hybrids & all-latex) and was so stunned by the rudeness of one that I wanted to share.

Charles P. Rogers is out of the running from the start. I submitted 3 questions on the company website about the St. Regis model, based on a promo email I received.
Questions: What organization--and when--"voted" the St. Regis "Best for Couples"? Can I use our existing foundation? And will you remove our old mattress?

After a day or so, someone named Tina (using an email address that is in someone else's name) wrote back urging me to call her so she could deliver "a lot more information."
No thanks, I replied; email works better for me (and we know that phone conversations are not provable after the fact).

After another few days, she wrote back advising that "All the mattresses are on sale right now with free delivery to most states...Will that work for you??" (double question marks are hers). No, Tina, ignoring my questions and showing attitude in a preliminary email will not work for me. Having had this nasty experience so early on, I can only imagine the level of "customer service" that would
be delivered if they ever got my money. Which they won't; I'll sleep on the floor before even approaching Charles Rogers again.

By contrast, one of the owners of a Savvy Rest franchise in Oregon (Eco Sleep Solutions in Eugene) answered 6 emailed questions fully, and within about one hour. That's the behavior of a company that wants my business.

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Customer service counts BEFORE the sale, too 07 Mar 2021 11:19 #2

Hey Oregon3650,

Welcome to The Mattress Underground :) ! Nice to have you here and thanks for your question.

First, a thanks to TMU for all the info. I've just begun contacting various manufacturers (latex hybrids & all-latex) and was so stunned by the rudeness of one that I wanted to share.


Thanks for your kind words on the site, Oregon3650; we really appreciate them! Congrats also on your new mattress shopping adventure! I am sorry to hear, however, that it seems to have launched with something of a rocky customer service start on your end.

Charles P. Rogers is out of the running from the start. I submitted 3 questions on the company website about the St. Regis model, based on a promo email I received.
Questions: What organization--and when--"voted" the St. Regis "Best for Couples"? Can I use our existing foundation? And will you remove our old mattress?


These seem perfectly reasonable, straight-forward questions to ask when researching a purchase. From the Charles P. Rogers web site, I checked the FAQs to see if your second and third questions may have answers there (these are both commonly asked questions and you probably looked there too, hence your email), but no mention of either were available.

After a day or so, someone named Tina (using an email address that is in someone else's name) wrote back urging me to call her so she could deliver "a lot more information."
No thanks, I replied; email works better for me (and we know that phone conversations are not provable after the fact).


It's curious that Tina replied to you using someone else's email address. She could be a new hire that wasn't completely set up with her own email at the time and had to temporarily share an account; however, it's difficult to speculate on that. The phone call request isn't terribly unusual as much as it can be inconvenient if it is of a sales prospecting nature. Usually, the customer takes the initiative to request a phone call when their level of interest is higher and professional consulting on materials, components and construction advice is needed. Your email reply was a wise move on your part as to your point, having conversations in writing provides a record of accountability and a resource for future follow up, if needed.

After another few days, she wrote back advising that "All the mattresses are on sale right now with free delivery to most states...Will that work for you??" (double question marks are hers). No, Tina, ignoring my questions and showing attitude in a preliminary email will not work for me. Having had this nasty experience so early on, I can only imagine the level of "customer service" that would be delivered if they ever got my money. Which they won't; I'll sleep on the floor before even approaching Charles Rogers again.


I do not have any personal experience with Charles P. Rogers' products or customer service and hope that your unsatisfactory experience was an isolated event; although it does serve to remind other manufacturers/ retailers who may be following your post that each prospective customer's questions are important to their research and deserve thoughtful replys. Expertise, transparency and responsiveness are part of the core values of our trusted member program , and all of our participants are available to help with any questions our TMU audience may have.

By contrast, one of the owners of a Savvy Rest franchise in Oregon (Eco Sleep Solutions in Eugene) answered 6 emailed questions fully, and within about one hour. That's the behavior of a company that wants my business.


Good to know that you had a better customer satisfaction experience with Savvy Rest :) ! Indeed, their responsive, thorough, and timely reply seems to give them "the win" on the scale of a company who wants to earn your trust. Thanks for sharing both your good and bad experiences with the forum, and here's to continued positive outcomes during your research :) ! Looking forward to hearing next steps and which way you decide to go…

Thanks,
Sensei
Sensei(@ TMU Team)
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum

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Customer service counts BEFORE the sale, too 07 Mar 2021 14:28 #3

Sensei--Thanks for your thoughtful reply. You were definitely giving "Tina" at Charles Rogers the benefit of the doubt--there are negative reviews online about her rudeness going back to
at least 2014, so she's been spraying her particular brand of customer-repellent for several years.

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Customer service counts BEFORE the sale, too 10 Mar 2021 07:34 #4

Hey Oregon3650,

Thanks for your update :) .

Sensei--Thanks for your thoughtful reply. You were definitely giving "Tina" at Charles Rogers the benefit of the doubt--there are negative reviews online about her rudeness going back to at least 2014, so she's been spraying her particular brand of customer-repellent for several years.


That is a shame to learn that this rude behavior pattern has been overlooked as far back as 2014, Oregon. My role as a moderator requires that my view points are of a generally neutral tone; however, my empathy is usually on the side of the consumer who works hard to make informed, responsible decisions within this labyrinth of mattress shopping choices. While it is disappointing that you had a frustrating experience with this company, your "voice" was heard here when you opted to take your purchasing power elsewhere. Thanks for sharing your customer service experience (such as it was) with the forum. BTW, have you considered writing to Charles P. Rogers and letting them know how and why a purchase was lost? Have you found another mattress of interest yet? Good luck with your research and hope things are going in the right direction ;) .

Sensei
Sensei(@ TMU Team)
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum

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Customer service counts BEFORE the sale, too 10 Mar 2021 09:06 #5

Sensei--Thanks again for another thoughtful reply. Had I spent one dollar with Charles Rogers, I'd share my experience with management--as I do with any company that treats customers poorly.. But I'm not inclined to provide them with free market research--especially considering that "Tina" has apparently been in their employ for years.

I've been corresponding with a Savvy Rest dealer in Eugene, OR, that is extremely responsive to my questions. I've been pointing toward all-latex or a latex hybrid. Though this particular dealer doesn't carry the hybrids, husband and I will be visiting to try out their customizable latex models. Is there any particular reason why Savvy Rest isn't among your Trusted Members?

Thanks again.

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Customer service counts BEFORE the sale, too 14 Mar 2021 09:20 #6

Hey Oregon3650,

Thanks for your reply and updates :) .

Sensei--Thanks again for another thoughtful reply. Had I spent one dollar with Charles Rogers, I'd share my experience with management--as I do with any company that treats customers poorly.. But I'm not inclined to provide them with free market research--especially considering that "Tina" has apparently been in their employ for years.


Lol, Oregon; I totally agree with your sentiments on the "free market research".

I've been corresponding with a Savvy Rest dealer in Eugene, OR, that is extremely responsive to my questions. I've been pointing toward all-latex or a latex hybrid. Though this particular dealer doesn't carry the hybrids, husband and I will be visiting to try out their customizable latex models. Is there any particular reason why Savvy Rest isn't among your Trusted Members?


No reason in particular, Oregon3650, other than they haven't approached TMU regarding a business membership. Mattress Industry Businesses, Companies, and Suppliers are welcome to apply for membership in The Mattress Underground to start TMU's vetting and review process . Those who are interested may click here for our online Prospective Business Member Application form. Feel free to mention our forum to your Savvy Rest dealer, we always appreciate the support of our consumer subscribers! Hope your research is going well and good luck ;) .

Thanks,
Sensei
Sensei(@ TMU Team)
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum

Please Log in or Create an account to join the conversation.

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