Same wonderful bed experience as hotel but horrible delivery service
Lets start with the positive which is really all about the product. Took only 3 weeks from the time the bed was ordered to delivery. The bed is exactly the same as you would experience in the Gold level room. It is firm but at the same time plush. You get the feeling of sleeping over a cloud. The quality is very good as it would be expected. Prior to purchasing the bed, a customer representative contacted me to give me all the necessary information and even gave me a promotion on the purchase which was really great.
Where things got sour is on the delivery. They use a subcontractor for delivery so what I am going to say has nothing to do with Fairmont service (other than they use a terrible delivery company). With the purchase, they offer "White Glove" delivery service. It was anything but that. It was a rainy day so they came into the house with no protection and walked over the floors with their wet shoes. That was not too bad. Where it got really bad is 1) they slid the mattress on the floor scratching even more my floor. 2) they refused to take my old mattress back even though it was a service included. So they left me with my old mattress. Had to contact Fairmont customer service who where very apologetic and confirmed they would resend the company for the pickup. They came back, and they did not want to take it again as they felt it was too heavy and unstable (it was a latex mattress). I had to argue again with them as this time I was not going to go…