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Restava vs. Christeli 18 Jul 2014 19:46 #61

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Hi bjlowell,

I'm sorry to hear about your experience with Restava and your delivery issues are certainly unfortunate.

While the problems with your delivery company are beyond Restava's direct control because they involve another company that they have no control over ... they certainly should be able to follow up on your behalf and help resolve any delivery issues so it's important that their customers are able to reach them easily when there are situations like yours or that they return emails and phone calls in a timely manner.

I don't know what is happening with the difficulties you have had in having them return your calls or emails but I certainly understand your frustration and there are also a few others that have had similar experiences as well. I've switched your post into a different topic where these and some other issues concerning Restava are currently being discussed so that others that are considering Restava will be able to read them as well.

Thanks for taking the time to share your experiences ... even though they weren't the best. I hope you have the chance to let us know what happens once you are able to connect with them and resolve your situation.

Phoenix
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Restava vs. Christeli 19 Jul 2014 04:11 #62

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Thank you for your response, but our issues are no where close to being resolved at this point.

Restava has contracted with a third-party for delivery and accepted money ($200) directly from us, e.g. Non Stop Delivery did not accept any funds for this transaction directly from us. We had no option to select a reputable delivery service, so they lock you into this situation--and then provide no support when things "go south."

From a transaction perspective, we were charged immediately for the product, although it took several weeks to even get a delivery date scheduled and that was after we had to repeatedly call the delivery company because the link in the email Restava sent us did not work (when we called Restava we were advised to just wait a day and check the link again.)

We have filed a complaint with the Better Business Bureau (I noticed there are unresolved claim against Restava) and have turned this matter over to our attorney. We will let you know when this is resolved... but given this company's lackadaisical approach to customer service, it could be a while.

Cheers.

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Restava vs. Christeli 19 Jul 2014 04:21 #63

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PS, this was a curious response. It appears that mattress suppliers may have paid subscriptions to this site which contradicts the notion of an unbiased site for consumers.

www.themattressunderground.com/about-us/services.html

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Restava vs. Christeli 19 Jul 2014 12:05 #64

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Hi bjlowell,

PS, this was a curious response. It appears that mattress suppliers may have paid subscriptions to this site which contradicts the notion of an unbiased site for consumers.

www.themattressunderground.com/services.html


I'm not quite sure what you mean by "curious" since I hope my reply has made clear that I understand your disappointment and share your concerns. This was part of the reason that I switched your post to this topic so that others could see that your concerns are shared by others and are not unique to you.

As to any "biases" that exist on the site, this is a question that I encourage about any source of information on the internet and has been asked on many occasions by other members as well or by others that have "challenged" the neutrality of the information provided here. I think that questioning the credibility or accuracy of any information that is involved in any major purchase is always a good idea.

The two articles on the front page of the site talk about my "biases" and the reasons for them but in a nutshell my biases are towards manufacturers and retailers that are knowledgeable, experienced, and transparent and provide better quality, value, and service to their customers regardless of their membership here.

There are currently 37 business members of this site who have been invited and agreed to become members, paid a membership fee, have agreed to provide a discount or a bonus to consumers that are members of the forum that purchase a mattress from them, and who pay referral fees on mattresses that the members here purchase from them. You can see the membership list here and the page you linked shows what they agreed to and the referral fees they pay when they became members of the site. These are the members who share the goals, ideals, and values of the site and support the time and effort it takes (about 12 - 16 hours a day, 7 days a week, 365 days a year, for over 3 years) to do the research, provide the information, answer questions, and run the site so that people can benefit from the information that is provided here. It goes without saying that any project of this size and scope wouldn't be possible without a source of income (no matter how much of a "labor of love" it may be) and in some ways the source of income is very similar to the BBB which is also a private business which depends on subscriptions to support the site and the services it provides.

The difference is that membership here is by invitation only because there is no advertising allowed and to become a member they need to meet certain criteria. The business membership here also represents only a small percentage of the mattress purchases that the forum members here have made as a result of the information on this site because I "point to value" wherever I see it regardless of their membership here in the hundreds of local forum lists throughout the forum that identify the better options and possibilities I'm aware of in almost every area of the US and Canada. Over time some of the better manufacturers or retailers that are currently included in the local lists will hopefully be added to the membership as well. The site started with 8 members and has slowly grown over the years but I have turned away many more requests for membership that didn't meet the criteria (including some of the largest retailers in the industry) than I have invited to become members.

The goal of the site has always been to provide information about "how" to choose a mattress that provides the tools and information that will make the quality and value of a purchase self evident so that each person has the knowledge and information to be able to assess the quality, value, and suitability of a mattress purchase for themselves based on their own unique criteria regardless of what anyone else may prefer or recommend. It's the difference between helping the members here know "how" to choose vs telling them "what" to choose based on preferences or criteria that may not be relevant to them (or the difference between giving someone a fish or teaching them how to fish). There is more about how and why the members here are invited to become members in this article and in post #5 here and post #2 here and in post #2 here .

Post #4 here and post #404 here has more about the history of the site and how and why it came into existence.

This article has more about the values, goals, and ideals of the site.

As you can see ... membership here is a form of recognition of what already exists and while the members here are "among" the best in the country there are certainly many other sources of great quality, value, and service throughout the industry that has always been included in the information that the site provides in the hundreds or even thousands of forum lists and replies throughout the forum (many of which may also be invited/choose to become members here over time as well).

In the end ... I am happy for any of the members here to use the help and information that is provided here in any way they find helpful or beneficial and I encourage every consumer to decide for themselves on the accuracy, relevance, objectivity, or bias of any site they use to help them in their research and the purchase choices they make.

Phoenix
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Last edit: by phoenix.

Restava vs. Christeli 19 Jul 2014 13:24 #65

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Tarpon, no sagging on the ivory so far

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Restava vs. Christeli 30 Jul 2014 11:00 #66

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So, almost August!

It's been 2 months since I tried to get information from Restava, and 1.5 months since Pheonix made his first attempts.

For me, I feel like I have to resort to the simplest explanation. They have something to hide, and no answer is better than either lying or telling the truth.

I have no problems to report in my 1.5 months of using their mattress (including what i felt was a good purchase experience), but that is somewhat irrelevant. The main purpose of this site (at least IMO) is identifying quality mattresses that will hold up for years. Comfort can be fleeting, and it will be a long time before it will really be apparent if this mattress is worth the money compared to all the other great options I had.

I feel like this is a giant unknown. The construction information (on the tag) at a minimum had minor discrepancies with their advertised construction. It could just be minor, or much much worse, but who knows... Months of asking has not helped..

My question is why exactly is this company recommended, and will it stay as so? My research shows only a couple second hand posts that mention construction. How did they exactly get to be respected enough to be a member? And with such poor communication that currently exists, doesn't that defy the notion that they are "transparent", which seems to be a big part of being a member?

Even if they were verified at some point, companies change, who is to know they did not change materials to save a buck? They certainly have done nothing to gain confidence....

I will be honest, I regret my purchase and wish I went with one of the 2 other options I was considering. Simple as that.

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Last edit: by SoCalSleeeping.

Restava vs. Christeli 30 Jul 2014 11:54 #67

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Hi SoCalSleeping,

I have no problems to report in my 1.5 months of using their mattress (including what i felt was a good purchase experience), but that is somewhat irrelevant. The main purpose of this site (at least IMO) is identifying quality mattresses that will hold up for years. Comfort can be fleeting, and it will be a long time before it will really be apparent if this mattress is worth the money compared to all the other great options I had.

I feel like this is a giant unknown. The construction information (on the tag) at a minimum had minor discrepancies with their advertised construction. It could just be minor, or much much worse, but who knows... Months of asking has not helped..

My question is why exactly is this company recommended, and will it stay as so? My research shows only a couple second hand posts that mention construction. How did they exactly get to be respected enough to be a member? And with such poor communication that currently exists, doesn't that defy the notion that they are "transparent", which seems to be a big part of being a member?


I completely agree with your sentiments and it is taking much longer than it should for them to be able to provide the information about the issues that have been raised in this thread that a consumer would need to make an informed choice.

I sent them another email yesterday after talking with them on July 11th when they told me they would get back to me "quickly" with the information I needed to clarify the issues in this topic.

Their foam densities have changed since they were first included as a member and it seems that their level of communication has changed as well since this certainly isn't typical of my experiences with them when they first became a member. I should also mention that the changes that have been made may not be "insignificant" because it seems clear that at least one change has been from 2.5 lb polyfoam in their base layer to 1.5 lb polyfoam. While this may not affect durability for some people ... it would certainly have an effect on durability for others ... especially if they are in a higher weight range. It would also affect a customer's ability to make meaningful comparisons between mattresses.

While they are still listed as a member here ... for the moment they are NOT recommended and I would encourage the members here to wait with any purchase from Restava until the issues that have been brought up in this topic have been clarified which is why I added a caution to their listings here and here (which are the two lists that are linked in the tutorial post) that links to this topic.

I don't take inviting a member to become a member of this site lightly and in the same way I don't take removing a member lightly either and this wouldn't be a "quick" decision when there are so few great choices in the industry as a whole but I am certainly not happy with their lack of communication or some of the issues and possible discrepancies that this topic has brought to light and if this continues much longer then I would certainly need to take the next step up from a "caution" and reassess their membership.

Phoenix
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Last edit: by phoenix.

Restava vs. Christeli 04 Aug 2014 16:12 #68

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Well it's refreshing to hear others frustrated regarding Restava's customer service and lack of transparency. I am currently waiting to order a mattress from them until we hear more. Most likely, we'll be moving on from them.

Back to the drawing board for the 3rd time, but good things come to those wait.'im really just looking for a med-firm memory foam bed that will be durable for years. I like the rhapsody a lot after testing it, so at least I have a baseline:

Thank you everyone for your continued support in this frustrating decision making process lol

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Last edit: by tarpon21.

Restava vs. Christeli 21 Aug 2014 11:03 #69

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It's kind of comical/sad to think that I probably will not have any resolution to these questions within the 90 day "return" window, if ever.

Has their customer service just imploded, and they won't even answer the phone? I have not even bothered since Pheonix has had no luck.

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Restava vs. Christeli 21 Aug 2014 11:53 #70

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Hi SoCalSleeping,

I did talk with their customer service yesterday and told them that I had been trying to reach Sophie and Mike (who is the one from the factory that was supposed to find out the answers to the issues in this topic) and they said they would pass on my message to call me to both of them. I still haven't heard back from either one.

While I try and stretch as much as possible to give people the benefit of the doubt ... I have to say that this is becoming more than frustrating.

I left a voicemail with one of the owners of the licensee factory that makes their mattresses today so hopefully he will have some insights about the changes they have made and more importantly why the communication has been so poor.

Phoenix
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