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emullen Review

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Rating
Great Mattress, So-So Delivery
 from Alexandria, VA,  Nov 13, 2013

Product: A week into its use, we're enjoying our queen Serta Perfect Sleeper Luminous Euro Top mattress and box springs set. We purchased this set with the low profile box springs to better complement the proportion of our new bed. We actually picked this type of mattress because we were pretty sure that the bed we were discarding was also a Euro top, and we enjoyed its relative overall firmness with slightly plush top layer. Hubby and I each have bad backs and achey joints, and neither of us cares for excessively cushy mattresses. I think this new mattress is about as soft as I'd ever want. But the most useful thing I learned while choosing a new bed set for online purchase was that you must research and should probably even try bed types out in person, because your comfort is individual to you. Once we narrowed down our preferred mattress type and budget, I went for Serta because of the white glove service and brand reputation. Glad we did. We're happy with our choice. Delivery: While our happiness with the mattress set is the most important thing, it's worth pointing out that the glove service was definitely...not. The freight carrier, Home Direct USA, had a few moments of less than stellar customer service (this company is separate from Overstock.com). For example, the day of delivery, a Home Direct rep called and left me a voice mail, saying they're on their way and that they would like me to call back and confirm that I'm home. When I returned the call ten minutes later, they sounded annoyed that I was calling: "Ma'am. Your delivery is on its way. It's coming. Okay?" as if I phoned to pester them. I didn't even need anything; I was just politely calling back because they asked me to. They took a similar tone in a prior conversation: they called to schedule the delivery, and I let them know that I also had an old mattress to discard (just to give them a heads up in case it was required). There's a female Home Direct rep who seems to be the giver of attitude in both of these cases. There's also a different rep, a male, who was very polite and helpful all along. So maybe they just have one snotty employee who could stand to be customer service trained. However, the deliverers themselves--the two guys who came with the truck--were also unimpressive. One of them stayed in the truck while I helped the other guy bring my giant old king sized mattress downstairs--me--a small girl--taking the brunt of the weight of a gigantic mattress, down the stairs, and out the front door, across the yard, to the truck--while the other worker sits inside of it until I'm done. I also hauled the box springs. One of the guys at least thanked me. Then the guys took the new bed parts upstairs. I let them know that I would set up the bed frame myself later (because it was still in boxes). But I did ask them to take the packaging for the new mattress/box springs. They seemed sort of annoyed about having to unwrap them, but I remembered that debris removal was supposed to be part of white glove service. They were polite guys in general, but I just got a real lazy vibe from them, if unwrapping a mattress is a big deal and having a customer do that much of the work is okay with them. It wasn't a really bad experience, but it was in NO way "white glove service." Total misnomer. Like I said, our happiness with the mattress is really the point. I recommend the set if you like a Euro Top.

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  • Would you recommend this to a friend? Yes
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