Sleepgram LLC

Thank you for the opportunity to assist youCustomer service is a top priority for usI've researched your stated issues and listened to the recordings from your conversation with our Florida-based customer service on the 30th of NovemberOur return policy that was explained to you is consistent with our marketing, website, and customer serviceWe offer a full refund within days of the receipt of your product; you simply need to return the product to us and we will return any dime that you spent with us, including our costs to ship to you, et ceteraOnce your return is processed, we will issue a refund and you will receive an email confirmationWe do not charge restocking fees of any sortDue to constraints with third-party logistics and shipping companies like our partners at FedEx, we are unable to offer return labels at this timeFor more information please visit [redacted] We hope in the near future to be able to offer return shipping to customers who are not satisfied, at which time our posted policy and any marketing materials will reflect any changes

We love our customers and are obsessed with making our customer experience a pleasureUnfortunately, it
sounds like we missed the mark this timeI have submitted your order for a full refund, and would like you to forget about the headache of returning, as you’ve already taken time out of your day to bring this issue to this channel Stream-lining the returns process has been a growing issue for our teamThough most of our customers keep and love their Sleepgram pillows, we want even the small percent of customers who aren’t thrilled with their pillows to at least love the Sleepgram experienceIn 2018, we will be testing many different return options in an effort to keep issues like the one you experienced at bay In summary, we appreciate you bringing this to our attentionWe hope the full refund has resolved your issue; no more action is required on your partThank you for being a Sleepgram customer, we hope that as our product and service evolves, we will see you back again

Complaint: [redacted]
I am rejecting this response because:  This is misleading advertising. Obviously the cost of returning 2 pillows from a residence without a business account is cost prohibitive. Therefore you know you are restricting customers from actually taking advantage of your "satisfaction guarantee" policy. I am NOT satisfied to pay exorbitant return shipping fees. Especially in this day and time when so many other vendors assist with this process.
Regards,
[redacted]

Thank you for the opportunity to assist you. Customer service is a top priority for us. I've researched your stated issues and listened to the recordings from your conversation with our Florida-based customer service on the 30th of November. Our return policy that was explained to you is...

consistent with our marketing, website, and customer service. We offer a full refund within 60 days of the receipt of your product; you simply need to return the product to us and we will return any dime that you spent with us, including our costs to ship to you, et cetera. Once your return is processed, we will issue a refund and you will receive an email confirmation. We do not charge restocking fees of any sort. Due to constraints with third-party logistics and shipping companies like our partners at FedEx, we are unable to offer return labels at this time. For more information please visit [redacted] We hope in the near future to be able to offer return shipping to customers who are not satisfied, at which time our posted policy and any marketing materials will reflect any changes.