Jo writes:
Hi Pete,
What happens if I buy a mattress from you, online, and it arrives damaged?
I'm considering the Natura of Canada Greenspring Ultra Plush Mattress.
I've been reading your blog posts for months and like your straightforward honest approach.
I'm not worried about the choice, as I know this is the same mattress you have at home.
But this would be the first time I've purchased a mattress online, so I'm a little nervous about the delivery.
Thanks, Jo
Hi Jo,
We've been an online retailer since 2003 and only online since 2009.
We've had plenty of time to work out the bugs, and we haven't wasted the time.
What you need to do, depends on the damage.
What almost never happens, is that the mattress has arrived so damaged as to render it unusable.
In the case of white glove delivery, as how the Greenspring mattress are delivered, simply refuse the delivery.
I'll reinstate the order and get you a new one.
Rarely is there a problem with a mattress arriving damaged, as it is protected by a plastic bag and a cardboard box.
In almost all of those cases, the damage is minor and doesn't affect the performance of the mattress.
Since you bought a new mattress out of need, it would counter-productive to refuse delivery.
What you want to do is:
1) Make me aware of it right away.
2) Make sure that any damage is noted on the delivery receipt.
3) Take photos of the damage and email them to me.
At that point, you can enjoy your new mattress while I take care of having the factory replace it.
Natura of Canada, as well as Wolf...another of our major suppliers, are excellent at providing prompt service.
We've dealt with a number of manufacturers over the years.
We demand excellent service. Otherwise, they lose their place on our website.
My position is, they need you more than you need them.
In short, there's nothing to worry about.
The procedures are purposefully made simple and easy.
(Great Question...the 1st time it's been asked!)
In case you need the link to that mattress...here it is:
Thanks, Pete
VERY IMPORTANT:
Keeping your mattress clean and dry will increase its longevity.
We recommend our Organic Cotton Waterproof Mattress Protector.
Website: http://themattressexpert.com/
Email: [email protected]
Phone: 1-856-874-6894
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