About two weeks ago I visited the Tempur-Pedic store in the King of Prussia Mall. I took your card from the counter when I was there. The purpose of my visit was to investigate a mattress that was going to replace my current Tempur-Pedic mattress after my warranty claim was accepted.

I had the pleasure to meet MaryAnn Lindelow — I took her card as well. She was not pushy but was very helpful in pointing out the mattress that would be my replacement. She also worked with the Assistant Manager to figure out the provisions of my warranty claim and helped me figure out what I needed to do.

While there, she asked if I wanted to try the adjustable bed. Although I had no intention of buying the adjustable bed base, she showed me how comfortable it was and all that it could do. She helped me figure out that I would get a credit I could apply through the warranty to get the base. She also helped me figure out how much it would cost if I financed it. I had her undivided attention and she was very helpful.

I ended up purchasing the adjustable base for the King mattress through the warranty claim because of the credit. Although I did not purchase the new base through the store, I have recommended the store and particularly, MaryAnn, to my friends.

Thank you very much for staffing your store with such knowledgeable and pleasant staff.

I'm writing you to share some feedback on your King of Prussia store manager, Adam Elsayed.

A few weeks ago, my husband, children and I visited the King of Prussia store to purchase a king size bed. We had narrowed down our selections to two beds prior to visiting the store, therefore selecting the final bed took about 15 mins. We were helped by one of the store associates who was very helpful and we appreciated that piece of the service.

However, when we began the process of paying for the bed, the experience turned dramatically and it took over 90 minutes for the associate and another individual (who I believe may have been an assistant manager) to complete the process. During this time, there was very little communication about what was happening even when they could see us getting visibly upset. At one point, one of the associates suggested, in a slightly rude tone, that I should just leave the store without a receipt and they would figure it out later. As you can imagine, due to the financial investment associated with the bed, I was not going to leave without a receipt.

While standing in the store, I emailed Adam as his card was on the counter and he was listed as the store manager. I explained in the email that I was in the store and was having a very poor experience and asked him to contact me. It should be noted this was about 8pm. Within 15 minutes, Adam called me. He was an absolute delight to talk with, listened to my experience and pledged to look into it as soon as he was in the store in the morning and would call me right away.

The next morning, as promised he called and confirmed that the order had been placed correctly (I was concerned that it wasn't), explained the delivery process and told me he would stay in touch throughout the process to ensure it went smoothly. He also offered me something for the inconvenience I experienced, which was very much appreciated.

Adam, emailed me information about the delivery, called me the day after delivery to ensure everything had gone smoothly and then followed up a few days later to see if I liked the bed. During that phone call, I explained to him that we were unhappy with the pillows we selected and also wanted to switch out the base due to it causing the bed to be too low for my liking. Again, he walked me through the process of exchanging the pillows and explained that I could exchange the base, however it would cancel the 90 day trial. We were more than happy to do that since we already knew we loved the bed.

Again, Adam followed up with me just yesterday to make sure the exchange of the pillows in the store went smoothly and that I had been contacted by the delivery company about the base.

I can't say enough great words about Adam and his customer service. With each step, he has made sure that my experience was a great one and that everything has been to my liking. When I left the store after my initial visit I was prepared to cancel my order as my experience was so bad, however Adam's assistance, continual follow up and overall great personality, has changed my opinion of the King of Prussia store.

He truly is the epitome of "Customer Service".