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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