Back in 1998, I set out on a mission to purchase all new furniture for my new condo. I really wasn’t interested in investing heirloom quality furnishings, so after countless hours of comparison shopping, I made the bulk of my purchases from our local Art Van Furniture store. It’s now 10 years later, and I’ve never regretted my decision.
One of my purchases was a King Koil king sized mattress and box spring that was backed by a 20 year warranty. Five years later, in 2004, it dawned on me that my mattress might be the culprit behind my aching back.
Art Van sent someone from the service department to come and measure the sag in my mattress. If it measures 1 ½ inches deep, they consider the mattress defective, and providing it’s still under warranty, they bring you a replacement.
It turns out that my mattress was failing, but since the sag didn’t quite measure 1 ½ inches, they recommended that I call them back in about 6 months. I really didn’t want to suffer another 6 months, so I thought it was worth another call to ask if they ever make exceptions to the rule.
Without any haggling or hassling, Art Van offered to call King Koil on my behalf. The next day Art Van called with King Koil’s response, “Whatever the customer wants.”
I have to admit that I hesitated about selecting another King Koil, but the salesman sealed the deal for me when he said, “I won’t promise you that this new mattress will last you 20 years, but I will promise you that the company will back the warranty for 20 years.” That was all it took.
Now again, almost 4 years later, I realize that my back aches when I get up in the morning. But this time I was a little hesitant about asking for another replacement. I conjured up all kinds of stories in my head about how Art Van and King Koil might try to weasel out of giving me a second replacement.
Finally, I took a deep breath and made the call. Once again, without the least bit of hassle, they dispatched the service department to come out and measure the sagging mattress. This time it more than met the 1/1/2 inch criteria to be deemed “defective”. Within a week, I was sleeping like a baby on my new mattress.
I honestly cannot count the times that I have told people about this great service experience, and you can be sure that I’ll continue to spread the word.
Sometimes things go wrong and you can’t always completely control the quality of a product or service your customer receives. But you CAN always control how you make it right.
Thank you Art Van and King Koil, for keeping your promises and for making both of these experiences hassle-free.
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