We ordered our bed and bedbase on 11/15/09. We purchased the HB Backtex P1 mattress and HB wired sleep system base. Prior to delivery we received a call from the HealthyBack warehouse telling us there is a slight tear in the bedbase, but it's minor and they'll deliver it and replace it once a new one is received at the warehouse. We agreed, not knowing the extent of the "slight rip" in the bedbase. When the mattress and bedbase arrived there was a huge tear, approximately the size of canteloupe, in the middle of the base. The delivery guys even said it's not worth it to haul this up to the bedroom, only to have it brought back down when the new one arrives. We agreed and accepted shipment on the mattress, but rejected the bedbase. We received a call from the warehouse approximately 1 and a half weeks later having them tell us the new bedbase they received is damaged as well and once again, it's not worth delivering to have it rejected, and they are using a new carrier that will deliver the new ones in about a week. It's now 12/30, over a month and a half after we made our purchase, and we STILL have not received our bedbase or a call.
I have called their warehouse regularly inquiring about when they will be receiving the new bedbases but keep getting the same response, "We don't know, we're waiting for a PO Delivery date." I've called the store and spoken with the manager, letting them know that this absolutely unacceptable, and that our billing cycle has already started for merchandise not received in its entirety and we should be credited. The manager's response is, "sorry, we can't do credits since it's been so long" or "the bedbase was part of a promotion with the purchase of the mattress, so we can't credit it". Honestly, although unfair and wrong, we just want our damn bed at this point. We've been sleeping with the bed on the floor for a month and a half, and to not know when the base is coming is ridiculous. I DO NOT recommend HealthyBack to anyone. I've worked in logisitics for years and have never had to wait for a confirmation on a PO Delivery from Roadway, UPS, FedEx, etc. for a month. I've never even heard of such craziness. All shipment tracking was available through an online system, and if there were any discrepancies, escalation pionts were always provided. Something shady is going on here and things just aren't adding up. The beauty of it all is there is nobody to escalate this to from the consumer's standpiont. I've spoken to the manager, the supervisor of the manager, and they all sing the same song and dance, and we're still being charged $2k for a mattress with no base! Horrible customer service, except for one of the sales reps at the store, but unfortunately he does not have the authority to do anything. If you're in the market for a new bed, save yourself the aggravation and avoid HealthyBack!