Complain about a product or service

Comfort Direct

Carol of Toccoa GA writes (2/1/03):
We ordered a SAM mattress and adjustable bed last Aug. 25, 2002, online. The quoted price was $3650.00 plus $200.00 S&H. When the bed was shipped, it went to Tacoma, Washington instead of Toccoa, Ga. After weeks of not knowing where the bed was or if we were truly going to get it, Mr. Dyevich sent us two pillows for our trouble and agreed to drop the $200.00 shipping charge.

On Oct. 6, Bekins trucking out of Atlanta, Ga. called to say they had our bed, but since we lived more than 15 minutes from their distribtion center, there would be a charge for delivering and setting up the bed. My husband then cancelled the merchandise delivery, telling them that was not what we were told by Comfort Direct. There was no mention of additional fees to be incurred at the time of delivery. We contacted American Express and had the credit card charge of $3850.00 put on hold while we debated the issue. American Express has now put the charge back on my credit card, saying that our contract does not allow us to cancel our order. We were never told this by Comfort Direct ever!

However, our argument is that we never received the merchandise because the trucking company is trying to overcharge us for the shipping that was to be included in the original price quote. Also, American Express keeps saying that we have received the merchandise, which is not true. It's still in Atlanta at Bekins. Mr. Dyevich talked to my husband on the phone and expressed dismay, according to my husband, that this had happened. However, no one from Comfort Direct has ever tried to solve our problem. I contacted them earlier and requested a credit to my card as I have absolutely no faith that we will get this bed without further charges or problems from the trucking co. So, now I have a current charge on my credit card and no merchandise. I am frustrated and do not know where to turn. My attorney wrote a letter to American Express but they still consider the bed delivered and so I am liable.

Perhaps Carol's husband should have the bed delivered and then pursue Comfort Direct for the disputed delivery charge?

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