Responsibility? Really?

March 27, 2012

I will be the first to admit that I have been pretty vocal about a certain business’s lack of what I see as responsibility.

The lack of stepping up. Saying, “Dang, something is not right here.”

Today I would like to tell you about a different company.

In 2005 I bought a Tempurpedic Mattress. It was a huge splurge for us. We agonized over it for MONTHS. Shortly before hubby was deploying to the Mediterranean, we took the plunge and bought it.

Can you say “Totally worth every penny!”?

This was such a huge investment for us that we wanted to protect it. Tempurpedic has a special protective cover for the mattresses that when purchased at the same time as the mattress itself, has a 10 year warranty.

Fast forward to June 2011.

Faith, as she does every night, crawled into bed with us. But this night she had an accident. Ok, no biggie, everything is protected and washable.

Except it wasn’t protected. The protective cover didn’t protect. Oh nos. :(

We called Tempurpedic and we were told that there had been a few production issues with the protector we had, but they would send us out a brand new, much improved protector.

M’kay, sounds good.

New one arrived and whoa nelly it was different! We put it right on the bed and life went on.

Until a couple of weeks ago when Faith once again crawled into bed with us and had an accident.

The super-duper new and improved protector didn’t work. AT ALL.

Ewwwww.

We called Tempurpedic once again because….THIS IS NOT RIGHT.

And do you know what they told me???

Ready?

Grab a coffee so you have something to spit on your keyboard when you read what they told me.

Got it?

Ok, they told me….

We made a mistake.

Can you imagine? A huge company admitting that something got past their careful vetting. That an error happened.

It turns out that the super-duper mattress protector we were sent was actually a bed cover and is not designed to provide any protection at all.

What is Tempurpedic doing to fix this?

They are not only sending us an entire new bed, they are upgrading the bed.

Admitting a mistake AND fixing it?

You spit your coffee didn’t you?

{ 9 comments… read them below or add one }

1 Photina March 27, 2012 at 11:25 am

That is awesome! I am glad they are fixing the mistake AND going above what they need to.

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2 To the Nth March 27, 2012 at 11:26 am

I love hearing stories of businesses who do right by their customers. (I totally would have spit on my keyboard had I not already finished my tea. My apologies.)

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3 Ashley March 27, 2012 at 11:36 am

Pfffffffttttttttth!!!!!!!!!! What the crazy awesomeness???? And just to add to the craziness….guess what that makes me want to buy? Mmhmm. That’s right. Sounds like a company I’d like to do some business with. Go figure.

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4 Susan March 27, 2012 at 11:42 am

Thank you for sharing the positive side. High Five to this company!

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5 Suquamish March 27, 2012 at 11:58 am

Wow, That is wonderful. Tempurpedic is the company of the year.

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6 Amy March 27, 2012 at 4:41 pm

That would be called service recovery. Had they not – then all these posting would not like their company. But now everyone wants a reason to buy their product.

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7 Lindsay March 27, 2012 at 5:24 pm

This will be all I think about as I am mattress shopping. Whenever that may be. Kudos to them! I always LOVE a company that does the right thing.

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8 Ron March 27, 2012 at 6:23 pm

Love your sense of humor, Allison. And isn’t this story a refreshing change of pace from you-know-who?

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9 Candice April 6, 2012 at 11:21 am

Awesome what a blessing :)

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