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| Unwelcome to bed |
| Archana Jahagirdar / New Delhi Sep 20, 2009, 00:34 IST |
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Tempur forgets cardinal retail law: location, location, location.
Nasa has given the world many wonderful things. To that list, add Tempur mattresses. Therefore, Tempur is no ordinary mattress and is sold at no ordinary price. A single bed mattress can cost upward of Rs 60,000. If the price is that much, the experience of buying it, should surely match it.
The Tempur flagship store is located in Lajpat Nagar Market in New Delhi. In my mind there is immediately a disconnect between the choice of market and the brand. The actual location does little to dispel that feeling. If you park in the authorised parking space, then you have to cross car mechanics and factory outlet stores of other brands before reaching the Tempur store.
The high steps means that anyone with a disability would never make it to the showroom. Which would be a real pity as the store sells very comfortable remote-controlled beds which can be adjusted according to requirement. The store is empty and the two salesmen come to life as I enter.
The display is functional but the layer of dirt on the mattresses puts me off. The salesman attending to me at a later point tells me that the mattress and pillows come with washable covers. So why is it that the store hasn’t done any housekeeping and kept the covers clean?
The store has an enclosed area that allows you to experience the mattress and the adjustable bed for 15 minutes. I ask the salesman if I can try it. I am escorted to the area, and then left alone. The little fairy lights, the dimly lit room is soothing, as is the voice over but what surprises me is that as the bed contorts into various positions, it often creaks. Did the astronauts also experience the creaks? Or did these beds never make it into space and only the mattresses had that honour?
Refreshed after the experience, I ask the salesman about the possibility of having a mattress sent over. In the US, this is standard operating procedure. “We used to,” says the salesman “but not any more.” “Why not?” I ask. “I don’t know,” is the response. Then I enquire whether the remote-operated beds are available in any other colour. The salesman says that he will check and let me know by evening. I leave my mobile number with him. The call finally comes, but a day late.
Score: 4/10. The service and location is mediocre
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Note: Mystery Guest is a reality consumer survey in which reporters analyse a service anonymously. We welcome company responses as feedback and will be happy to carry rejoinders to any piece featured here.
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