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Factory Direct Mattress Depot

240 Exeter Rd, London, ON
22 reviews
Claim this business Last updated: Over a year ago

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Factory Direct Mattress Depot, London Reviews (22)

3.5
22 reviews
5 Star
13
4 Star
1
3 Star
0
2 Star
0
1 Star
8
By wentworth newman on Oct 15, 2020
Do NOT purchase anything from this store. We bought a foam mattress fo 500.00 on September 25 that we could carry in our vehicle but when we unrolled it found it was firm enough so returned it on September 28 and purchased one for 1500.00.
We live in West Lorne which is about 45 minutes from London and the new mattress would have to be delivered which we paid to have done .I called the store to find out why we had not heard from them about the delivery and said we were waiting for the mattress and box springs. Skylar said he thought it was just a mattress but I told him I had placed a phone order with Dave
The day after we purchased the new mattress we called Dave to purchase a low profile box spring that was approximately only 3 inches deep.
We were told it would be 113.00 on delivery.
When the truck came the box spring was 6 inches. I called Skylar and said they had sent the wrong box spring. He started yelling at me immediately and said I didnt clarify it was a low box spring and it was MY fault I gone wrong one. I said that I had placed the phone order with Dave and it wasn't filled properly.
He said I needed a written order and it again was my fault.
I kept asking Syler why he was yelling at me and he said ...QUOTE..
I'm not sending a
GOD DAMN TRUCK AND DRIVER to West Lorne for your mistake.
Needless to say I was shocked at the language and yelling.
How can his man can stay in business treating customers this way .
By jsmart8881 on Dec 10, 2016
Me n my spouse went into store to pay one bed and came out with 2 twin beds for our boys the guy there was amazing and gave us a good deal we would recommend this store to anyone looking for a new bed
By Jamhamm2027 on Dec 02, 2016
We are really happy with the service we received at Mattress Depot. Skylar is very knowledgeable and helped us find the right bed for a price we were comfortable with. We never felt any pressure to purchase and instead left very happy with our decision and pleased with the next day delivery. They really know their stuff and make sure you do too. Great business
By Lavender Prairie-dog on Jun 29, 2015
I purchased a mattress here for $600 +tax. When I lay on my back my arms go numb. Steady tossing and turning every night and back pain and stiffness upon wake up. I'm only 33 years old. I won't even step foot in this place and ask for a refund because I already know the answer. You get what you pay for. Why anyone would want to own a business selling substandard product is beyond me.
Comment by MATTRESSDEPO on Nov 02, 2015
All Of our beds come with a 90 night sleep guarantee. All you had to do was call us we could have helped you with in the first 90 days . Some people do pick out firm beds when there body needs something softer . its not a reflection of quality but what feel you want . Regardless if you have any warranty issues call us all our beds come with a full replacement warranty .

Cheers,
Management Mattress Depot
By Gray Mammal on Dec 31, 2014
I thought my experience was very enjoyable the deliver guys where very professional.
By unhappycustomer on Dec 30, 2014
We purchased a mattress this past weekend (December 27/14) from your store as it was a great deal as a Boxing Day Sale. Unfortunately, we were a bit impulsive (our fault entirely) with this decision and regrettably due to financial reasons decided to request for the transaction to be cancelled 2 days following the purchase being mindful that the mattress was still in the store and had not been delivered to our household yet. Upon speaking with the manager, Dace, he informed us that the sale was final and even though the product had not been delivered, they would not cancel the order or refund our purchase. He relied upon the fact the invoice says "Final Sale" however this was never once mentioned prior when selling us the bed, on the sale ticket, nor when the financial transaction was taking place. In fact, when asked why the "final sale" terms were not mentioned during the sale, Dace stated "well you never asked!". Therefore, the only indication we would have had, as customers, was on the final invoice which of course isn't provided until the item is already purchased. Therefore, no recourse. So now I await a call from the owner, Skylar, who per Dace has also agreed that they will not be refunding the purchase. So I hope to have my opinion changed following a conversation with Skylar in hopes he will make the right decision to refund our purchase.

In the meantime, please beware of this store as it does not appear that customer service is a priority and short term vision is the focus considering the future business that will be lost (word of mouth, family, friends, social networks, reviews) by this display of poor customer service will far outweigh the amount of our transaction that could have easily been refunded.

I hope to follow this up with a positive outcome.

Comment by MATTRESSDEPO on Nov 02, 2015
Since this ad was posted our this customer has taking delivery of there bed. And has not had any issues . We are a clearance type business so we tag all sales as there are limits on each unit sold. We do post NO REFUNDS in 6" lettering at our sales desk. We can't read out all policies to our customers before the sale is competed . But are up front when asked any questions regarding any issues. When we delivered there bed out we apologised for the experience.

Cheers ,
Management , Mattress Depot
Comment by unhappycustomer on Nov 03, 2015
Well, yes you are correct, we did finally accept delivery of the bed. Only because we had no other recourse with your refusal to refund the purchase for the sealed and undelivered product. Also, the reason we haven't had any issues with the bed is because it was sold privately immediately after its delivery at a loss based solely on never wanting to risk having to deal with either of you shady crooks again (Dace and Skylar). Your "no refunds" sign is posted well above head level at the counter so an unsuspecting customer is not likely to look for it if they haven't been informed by the sales person that it is a final sale. Your policies are terrible and on par with your customer service skills. I hope the sale you made on my bed was worth it, as I'm sure you have lost a lot more in business with your short sighted business plan. This was pretty evident in the deletion of your prior Facebook page which was riddled with bad reviews. In closing, I hope you change your business model as the current one is outdated and poison in this age of social media which by the way could also use some touching up considering your response only took 10 short months. Good luck though!
By michelle71ferguson on Nov 21, 2014
We needed an affordable bed delivered quickly and not only did Skylar give us a great deal but he also had it delivered for the very next day and at a time that worked for us, no waiting around all day like the other places make you. We will definitely go back again and recommend it to others.
By Boysenberry Puffin on Sep 26, 2014
We recently purchased a mattress from mattress depot>
The staff was very knowledgable about their products and our mattress was shipped next day. Great prices>will definately recommend this store.
By Green Crane on Sep 11, 2014
Great service and polite staff. My family and I have been purchasing mattresses from here for years. Never a complaint. Highly recommended. Staff are very knowledgeable and the store if very homey and comfortable to shop in. I love the wide variety of furniture available as well.
By Cerise Peafowl on Sep 11, 2014
My family and I have been purchasing mattresses from here for years. The staff are very polite and helpful and they sure do know alot about mattresses. I've never had a complaint. Great quality product and service. I don't think I will ever purchase a mattress from anywhere else! Highly recommended.
By Cobalt Great-Dane on Sep 11, 2014
My family has been purchasing mattresses from here for years. Prices are great and the mattress quality is amazing
I love that they will help deliver the mattress or strap it onto your car. I also like the selection of accessories such as dressers that are available in store as well. Staff are polite and helpful. Highly recommended
By Orange Labrador-Retriever on Sep 08, 2014
I have purchased 3 beds from Mattress depot. Unfortunately, this will be my last. We purchased a King set and were told that we could exchange it if we were unhappy. After numerous phone calls, and talking to numerous employees with no action or follow up we have decided to keep the uncomfortable bed and skip the aggravation of playing phone tag for another month. Do not believe the manager when he says that you can exchange because they will treat you like a second class citizen and it will not be worth your time trying to exchange.
Instead, to avoid any further aggravation, I have purchased a large memory foam from Costco to make this $1500 mattress comfortable.

Becky Mills
Comment by MATTRESSDEPO on Nov 02, 2015
All customers are provided the option of taking advantage of our 90 night Sleep Exchange . All we ask is that it be in the home for 30 Days . Then simply call us for and appointment on a Mon Tues or Friday and you get a full credit to another bed the better suits you . And yes phone tag is not fun but it does happen :( Sorry for that
By Bistre Panthera-hybrid on Aug 29, 2014
I have purchased three beds from this store
Over the past 10 years, unfortunately this will
be the last one. Their satisfaction guarantee
might work if you called to follow up every day and
were willing to be treated like a second class citizen.
The king mattress that we bought was supposed to
be "plush" but unfortunately if is very hard.
I have spent far too much time calling back and
following up with Dave and Skylar. They are not following
through with any of the commitments they made.
I am planning on buying a high quality mattress topper
and steering clear of this store in the future.
Becky
Comment by MATTRESSDEPO on Nov 02, 2015
This is a repeat post from Same person here is the same reply Thank You


All customers are provided the option of taking advantage of our 90 night Sleep Exchange . All we ask is that it be in the home for 30 Days . Then simply call us for and appointment on a Mon Tues or Friday and you get a full credit to another bed the better suits you . And yes phone tag is not fun but it does happen :( Sorry for that
By alix on Aug 08, 2014
Amazing staff and even more amazing prices! Brand-name mattresses at affordable pricing is the way to go. I was beyond happy with my entire experience. I will definitely be shopping there for years to come! I highly recommend this store!
By Maroon Barracuda on Aug 08, 2014
Great service, great prices !
By Fuchsia Piranha on Jun 29, 2014
we were there less then seconds and the owner came over and asked what we wanted and showed us three different types of mattress and they were all nice but the best one for us was the coil pillow top mattress and i got to say he knew exactly what we were looking for and we left the store very happy. We got what we wanted for a good price and it was delivered the next day on time
So over all it was a great experience and i would recommend The Mattress Depot to all thank you for the best sleep i have had in forever.
By Chestnut Hare on Mar 07, 2014
We got a mattress there over a year ago and .. its been a terrible matress. The first six months it was fine now its flat as a pancake. The quality is poor and the sales.. there is something about that place I don't trust.. can't put my finger on it but I would never recommend. They say its a 100 mattress cover .. way inflated price and it too is not worth the price either. Highly do not recommend going back there!!! Thank you for reading.
Comment by MATTRESSDEPO on Nov 02, 2015
All of our beds come with a full replacement warranty all you need is your bill and make sure there are no stains on the bed. I am sorry you say "you don't trust us" we have been trusted in London for the past 23 years . I do believe that this ad was posted by another store but thought I would reply to it never the less .

Cheers
Mattress Depot Management
By Markds5 on Mar 06, 2014
March 6th, 2014.

Met up with Skylar, the owner yesterday and bought a queen mattress. We bought the 60" Midnight Comfort set, pocket koil with memory foam. Liked what he had to say about the product. We get the mattress tomorrow so will follow up in a few months once the mattress is broken in to let you know how we like it and how the delivery went. So far, my wife and i were please with the price compared to others. My rating is based on the sales experience prior to receiving the product. Again, whether we are happy about it or not after a few months i will follow up with an additional review.
Regards,
Mark - Strathroy
By Amaranth Crab on Mar 11, 2013
Saved Over 500.00 on my sleep set at Mattress Depot Love the Fake Cop Cars. Its my Third Set From There. Would not dream of going anywhere else.
By MATTRESSDEPO on Mar 11, 2013
Some one posting a review with out leaving there name..... Well we have not had anyone post anything on BBB about use for over 4 years. We sell over 20,000 beds a year !!! We always try our best to keep our customer happy 19 years in business. This person did not say they ever had a problem with us. Likey another store posting this.
By Black Guanaco on Jan 27, 2012
Save yourself $1000s by not buying from this store. Your bed is your health. A bad bed is equal to low quality sleep and the end result could be all kind of disorders including anxiety and depression. There is no customer service, support, satisfaction policy or warranty coming out of this store. Forget it. I ripped one of their top of the line matresses and I was shocked to see the type of the coils they use in there. Some looked like they are used and it was an old coil technology nothing like what was advertised. Beware!
Comment by MATTRESSDEPO on Mar 11, 2013
WOW, Love it when our competition post about our store thanks..... i have never heard anything more crazy. And why would you rip you mattress open anyway. All our beds come with a 20 yr warranty twice the industry standard. And saying our mattresses look used wow thats nice to!!! All our Product comes factory sealed. And are made under ISO specs. We have not been in Bussiness for 19 years selling junk thats for sure. Next time attach a name and phone number with your review as far as i am concerned when ever i read a review online with no name attached to it i disregard anytime that person says.
By Amaranth Tick on Jan 27, 2012
PLEASE PLEASE Beware!!! If you to not believe me...that is completely fine with me, however, click on the two links I have provided you prior to purchasing ANYTHING from Factory Direct Depot at 240 Exeter Rd London Ontario!!

http://www.bbb.org/western-ontario/new-business-reviews/beds-retail/factory-direct-mattress-depot-in-london-on-11476#reasonrating


http://maps.google.ca/maps/place?hl=en&noj=1&gs_upl=12196l12196l0l13091l1l1l0l0l0l0l214l214l2-1l1l0&um=1&ie=UTF-8&q=FACTORY+DIRECT+MATTRESS+DEPOT&fb=1&gl=ca&hq=FACTORY+DIRECT+MATTRESS+DEPOT&hnear=0x882ef20ea88d9b0b:
Comment by MATTRESSDEPO on Mar 11, 2013
Some one posting a review with out leaving there name..... Well we have not had anyone post anything on BBB about use for over 4 years. We sell over 20,000 beds a year !!! We always try our best to keep our customer happy 19 years in business. This person did not say they ever had a problem with us. Likey another store posting this.
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