Call Kurtis: Sleepless In Vallejo

VALLEJO (CBS13) --  Last month, we told you about the problems the Williams' were having with Vallejo Furniture; and just like them, we didn't give up.

"And I really like the set but it's just that I don't like this big gap here" Cheryl Williams says, looking at her bed.

It isn't what she expected when she bought her new bedroom set.

"I can almost put my whole body in here" she says while thrusting her arm and left shoulder into the nine inch wide gap between her mattress and footboard.

She bought the set at Vallejo Furniture Galleries.

 They sold her a cal-king frame with an eastern king mattress, which Cheryl claims she didn't know.

The store didn't agree.

"They still kept telling me no, no, this is a cal-king mattress.  And I'm saying no, no, no. I do know how to count. I know how to measure."

  She says they told her the space was designed for a thicker comforter; go buy one.

 They also offered to cut the side rails to shorten the bed frame.

No way, she says.

And the problem is more than aesthetics.

"This is how I start my night, like this. I be like this" says Cheryl's husband Harry, demonstrating how he sits up in bed, propped up against the headboard and pillows.

Then the night wears on: "and before I know it, I'm flat like this."

They say the mattress slides down to the footboard, dropping their pillows to the floor below the headboard.

"I'm totally aggravated," says Harry. "I mean I have never been so aggravated..."

Cheryl says Vallejo Furniture then told her to have Harry push the mattress up every morning; then they stopped returning their calls.

"And to do a standard customer that constantly keeps coming and bringing family members that bring you business like that, that's a slap in the face and an insult" Cheryl says indignantly.

Update:

 We began working with Vallejo Furniture toward a resolution.

 They denied that the mattress didn't match the frame, claiming the extra space was designed for a large comforter.

But they eventually agreed to order a new set of shorter, king length, side rails.

 That would solve the problem of the mis-fitting mattress.

 So Vallejo Furniture's delivery crew arrived last Friday; but we all were a little confused.

 Instead of just swapping the rails they were taking the entire bed outside!

But they were also bringing another one inside, not just the rails but an entirely new bed.

"Well I guess you just won't have to get to the end of the bed and push it, huh," Cheryl says to her husband; he's going to love that.

"Everything is snug and the pillow won't go down in there now" he says.

 This may have gone a long way to keeping a long-time customer.

"I'm happy I have a new frame and I thank you for that," she tells the delivery crew foreman. "All right, so you're welcome" he says back at her.

Vallejo Furniture narrowly avoided another misstep after we called while we waited for delivery.

They weren't going to show up that day; they thought delivery was scheduled for another day in late February; we strongly reminded them of their mistake and they showed up 30 minutes later.

To avoid this kind of problem, stay on top of things every step of the way.

Call to confirm on the day of delivery, as well as the day before.

And be sure to get all details written in a signed and dated sales and delivery invoice.