First and foremost I hope this email finds you and your family safe and healthy.

​

COVID-19 effects on our business:

As a small American owned business we are facing some of the most challenging times in our company's history, ever. I am sure most, if not all of you have been watching the news, or seen some article on how the American small businesses are not getting... Let's just say, the best care, as many of our larger counterparts are during this catastrophic event in our country. At the end of April, beginning of March 2020 we saw a 50 to 75% decline in traffic to our demo showrooms in FL and SC. By mid March we were told to close our demo showrooms in Florida indefinitely as the markets we are in closed, and remain closed. Anyone that knows anything about business in FL knows that this time of year is our busiest time of the year, period. Being forced to close due to no fault of our own has not been a pleasant experience.

COVID-19 effects on shipping/supply:

During these past weeks we have had suppliers close by federal or local government authority (temporarily), run out of stock (for the ones that stayed open), have delayed ship times, etc. All I am trying to say is if companies like Amazon (see their COVID-19 response here), TempurPedic (see their COVID-19 response here), Mattress Warehouse (see their COVID-19 response here) to just name a few, that are seeing shipping issues, or are making huge adjustments to how they have to conduct business. I am sure you can only imagine how it is affecting our small business. 

Here is just one example of what is happening with shipping: Our online division sent an order to a customer in CA, it would normally take about five days to get to the customer, it took (10) days just get to CA, and then FedEx  told them it may take another 2 to 3 weeks for them to deliver it to our customer (that is if they don't lose part of it before then, my words). Why? They said because it is not an essential item as it was shipped ground. So what do you think happens? Customers are calling and complaining to us. We are not FedEx. Then the customer expects us to call FedEx and fix it somehow? Then we have to tie up hours on the phone, of which we do not have the man hours to do in the first place. To only be told that there is nothing they can do. Then customers get mad and cancel their order/credit card, then we have to try and fight that, because we didn't do anything wrong, right?

End result: We are out of the money we paid for the products and having them shipped to CA (in this case around $1,550.00) ... Then the credit card company takes back the $2,200.00 that the customer originally paid. Because we can't get the product to the customer sonn enough, by the way due to no fault of our own. So now we as a company are out $3,750.00 and have an order setting in a FedEx warehouse that we can't get back for maybe a month, IF they don't lose it in the meantime! Which then would set off a whole new set of issues. But, I will stop here as hopefully you get the picture! How many times can we do that as a small business? Just (10) of those would equal $37,500.00 we would have tied up, right? Think about that?

COVID-19 effects on normal operations:

Bottom line, we want to fill all orders that are pending. However, it is going to take us a little longer than we first thought. We had assumed that this would all be over in a couple of weeks and our businesses would reopen, and we would be back to business as usual. We would be selling new sleep systems and filling orders on time.

Unfortunately, this has not been the case. So as of April 14th, 2020 we will be suspending all operations of Lift Mattress Co. until June 1st, 2020. We will be monitoring and following all recommendations of the federal and state governments to decide when we can reopen our demo showrooms. We have also suspended all online sales at liftmattress.com until we can function as normal. We have been around a long time, and plan on being around for many more years. We have customers that depend on us for their sleep needs, we have people that depend on us for their income, and we have businesses that depend on us for income revenue. It is not a responsible thing for us to do as a company, of our size to try and operate through the next (45) days like there is nothing going on. 

COVID-19 and refunds:

Also, let's cover what I know may be on many of your minds "can I get a refund?" Well, I will answer it like this... Lift Mattress Co. has a "no refund" policy, due to extreme discounting. However, we as a company can not stop any of our customers from filing a dispute with your credit card company, in regards to your purchase. Of course, this obviously does not in any way help the current situation we and many, many other small businesses are in, in this unprecedented time for our country. We are asking all customers with pending orders to please let us work through this crazy time together. There is nothing more we want to do than to fulfill all pending orders as soon as possible, this we assure you. 

This being said, we are offering full refunds to anyone that may feel the need to request one. You may request a full refund by sending an email to customerservice@liftmattress.com, we will process all refunds as soon as possible. Please note: it may take longer to process refunds as credit card companies are experiencing a much higher volume of activity than usual. 

I have tried to be as transparent as possible, maybe even too much. But, I feel that just telling it, the way it really is, would be the best option, as always.  

I know that some of you are going to totally get this, and then some won't, either way. 

In closing, I would like to personally thank each and every one of you for your business, support, understanding and patience through this process. I would also like to apologize for this disruption, and all inconveniences this may have caused. We are looking forward to getting through this in a safe and healthy way for all who are involved. 

​

Sincerely,

Corey Haney

CEO

 

PLEASE READ BELOW important notice!
In lieu of us having to send multiple emails (with very limited staffing). 

We have posted a copy of our most recent order update email that was going out today.

​

Please read the more detailed updates on shipping time frames established as of April 14th, 2020 by Lift Mattress Co. customer service.

Update for customers with orders from our demo showrooms (FL):

For customers with any orders purchased at one of the demo showrooms, that had any scheduled ship dates around the middle of March, 2020. We had originally delayed all of those shipments to April 15th, 2020. It is with great sadness that we have to inform you that due to circumstances out of our control. We are going to have to extend that shipping window out to between May 15th, 2020 to June 1st, 2020. Due to circumstances out of our control, we feel these new shipping dates are more manageable and realistic. Our CEO will also be sending out a message via email tomorrow April 15th, 2020 addressing our operations over the next 30 to 60 days.

 

In regards to orders that already had delayed shipping dates in place, here is the new shipping schedule for those orders:

• If your order had a April 2020 delayed ship date scheduled - *It will ship between May 15th, 2020 and June 1st, 2020

• If your order had a May 2020 delayed ship date scheduled - *It will ship between June 1st and June 15th, 2020

 

If you have any questions or concerns you can email us at info@liftmattress.com. We will return all emails within 1 to 2 business days.