[HD] Pocket Coil Spring Mattress

mattress is ok, customer service is not

The mattress is what I wanted, brick firm, but the customer service needs A LOT of work. The 3 weeks I waited for the expected delivery I was ignored when asking for the advertised 20% coupon owed to me no one ever picked up the phone, returned voicemails, responded to emails or the 'help form' on the contact us page. They emailed me questions about the layout of my house for the delivery but didn't think it important to respond to me except to reply once that the coupon advertised wasn't supposed to be posted on the day I saw it. I even said I didn't want the mattress anymore but I got nothing. It wasn't until the mattress was delivered that I was able to get enough information from the moving person to figure out that I could ask the moving company to connect me with Muji, they were sympathetic and I was told someone would call me by the end of the day. What happened was I didn't get a call, I got an email stating I got the 20% discount around an hour later. When I asked why were they so hard to get in contact with I was told they were busy. Then they tried to justify why only one mover was sent to deliver a 109 pound queen sized mattress into a walk up apartment and told me it was basically my fault my back was hurting for trying to assist the poor guy whose helper didn't come to work. I got refunded the moving fee because of it, the one good thing about this situation. I had hoped Muji being a Japanese company would give them the upper hand in the customer service department but they take the cake on having the lowest customer service skills I have received from a company. I only added an extra star for the mattress itself and the refund. I would not recommend purchasing anything online based on what I went through, especially given that you can't return or exchange the mattress, unlike other companies.