Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
To Whom This May Concern, We have reviewed this order and see that the tracker shows as delivered on Feb 1st Tracker shows that the shipment was left at the front door https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=789506246724,&a...⇄ If you are still having issues recovering your shipment, please let us know Sincerely, Zinus Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Robert [redacted] Not supposed to receive mattress until Friday of this week if I receive mattress I will be satisfied
We have reached out the customer and offered our return instructions The customer is aware of these instructions and will follow them to obtain a full refund We apologize for the delay and inconvenience but we believe this case has been resolved with the customer If you have any questions, please replySincerely,Zinus Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, Melissa [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am waiting for the new beds to be shipped as promised within the agreed upon time frame Sincerely, Theresa [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ We are so sorry that they had a bad experience with our platform bed frameWe have less than a 2% return rate with this item so it must have been defectiveWe are refunding the customer and do not require that the frame be returned
Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ We were sorry to hear of this customers complaintShe had not previously contacted usWe are sending her a refund check for the full amount of her purchase priceThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very good company after all easy to work withAnd they take good care of their customers obviouslySorry to assume the worstAnd as a side note I did purchase two of these beds with one being a great bed so please see why the frustrations occurred
An inner cover fire barrier comprised of microfiber fiberglass is very common in mattresses and meets all federal safety standards and fire barrier requirementsIt is customer preferred over harmful chemicalsWe are sorry this customer had this experience as it is not common and something must have comprised the fiberglass inner coverWe will be happy to replace their mattress under our year warrantyPlease contact our customer service dept with details on your particular mattress [redacted] Thank you
We are sorry for the confusion on the return We will refund your order for the box spring today Please donate or dispose of the item Thank you for your patience
Complaint: [redacted] I am rejecting Because: the order was through Sams Club, but I’m not requesting a discount for the shipping, that was freeI’m requesting something to compensate me for the month you all had held the money and I didn’t receive the mattressI don’t expect a free mattress, unless you’re offering that then I’ll take it, but basically I want a free pillow or twoSincerely,Elizabeth [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ We will replace these mattresses for this customer as a special courtesyThey shipped today tracking #XXXXXXXXXXXXWe do not include mold complaints in our warranty as it can be caused by customer behavior out of our control such as going to bed with wet hair, etcor being stored in a damp place such as a basementThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because we do not go to bed with wet hair, and it's not stored in a damp placeZinus contacted me and said they were upgrading us to better quality memory foam mattressesThey came today and we scanned the barcodesThe twin was downgraded to only a 1/inch of memory foam and 1/high density support foamThe original is inch memory foamSo they sent us a cheaper product Then our king memory foam mattress, they sent us a piece of [redacted] pillow top coil mattresses, no memory foam, and while researching, that too is a cheaper mattress than what we paid for We just wanted an equal replacement since we solved the problem of these mattresses, cannot be placed on plastic box spring coversApparently they need ventilation underneath Final Business Response / [redacted] (4000, 9, 2015/10/29) */ Please note that the inch mattress sent was an exact replacement of the original mattressThis was explained to the customer on the 28thThe King mattress was a mix up in the warehouse and a spring mattress was sent instead of a memory foamWe asked the customer to donate the mattress sent in error and we shipped the king memory foam mattress yesterdayThank you Final Consumer Response / [redacted] (2000, 11, 2015/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) We now have the king memory foam mattress and it looks like an upgradeWe put a bed bug plastic enclosed mattress zip cover over itI hope this works
We are sorry this customer was confused about what was included with the purchaseWe agree the images were misleading and have corrected them.We will be sending out the frame requested within hours.Thank you!
Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We are sending a replacement to this customer today, 1/20/We apologize for the delay and the initial misunderstandingThis item is our only in-store item and most returns/exchanges are done with the retailerWe are happy to help and apologize for the inconvenienceThank you
From: Berny [mailto: [redacted] Sent: Saturday, March 10, 3:PMTo: [redacted] Subject: Re: complaint filed with Revdex.com case # [redacted] Dear [redacted] Since I have no other reasonable option please tell Zinus to send me another mattress Thank you for your assistance Best Regards, Bernadette
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ We have contacted this customer and have initiated an agreed upon refund of $which is being mailed todayThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say they have sent the check on multiple occasions but they always seem to have excuses.The response given to Revdex.com on the company behalf was also incorrect because the check was never sentToday again I have been given a similar answer that I have been receiving from the beginning of this process.My patience has run out and am tired of being given the run around for my rightfull refund.The communication between within their company is not acceptableI asked for a copy of the check and was said it will be emailed to me last week and now they say that they can not send it because the accounting department in charge of the refund won't allow the supervisor to handle the check.If I don't get the check soon I will have no choice but to ask for additional funds for pain and suffering Final Business Response / [redacted] (4000, 9, 2015/09/15) */ I spoke with [redacted] yesterday and confirmed the check was processed by accounting and mailed out late yesterday Sept 14th
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
To Whom This May Concern, We have reviewed this order and see that the tracker shows as delivered on Feb 1st Tracker shows that the shipment was left at the front door https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=789506246724,&a...⇄ If you are still having issues recovering your shipment, please let us know Sincerely, Zinus Inc
We are working with this customer and have resolved Thank you!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Robert [redacted] Not supposed to receive mattress until Friday of this week if I receive mattress I will be satisfied
We will be sending a replacement todayThank you
We have reached out the customer and offered our return instructions The customer is aware of these instructions and will follow them to obtain a full refund We apologize for the delay and inconvenience but we believe this case has been resolved with the customer If you have any questions, please replySincerely,Zinus Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, Melissa [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am waiting for the new beds to be shipped as promised within the agreed upon time frame Sincerely, Theresa [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ We are so sorry that they had a bad experience with our platform bed frameWe have less than a 2% return rate with this item so it must have been defectiveWe are refunding the customer and do not require that the frame be returned
Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ We were sorry to hear of this customers complaintShe had not previously contacted usWe are sending her a refund check for the full amount of her purchase priceThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very good company after all easy to work withAnd they take good care of their customers obviouslySorry to assume the worstAnd as a side note I did purchase two of these beds with one being a great bed so please see why the frustrations occurred
An inner cover fire barrier comprised of microfiber fiberglass is very common in mattresses and meets all federal safety standards and fire barrier requirementsIt is customer preferred over harmful chemicalsWe are sorry this customer had this experience as it is not common and something must have comprised the fiberglass inner coverWe will be happy to replace their mattress under our year warrantyPlease contact our customer service dept with details on your particular mattress [redacted] Thank you
We are sorry for the confusion on the return We will refund your order for the box spring today Please donate or dispose of the item Thank you for your patience
We apologize for the delay in taking care of this but all is now resolvedThank you
Complaint: [redacted] I am rejecting Because: the order was through Sams Club, but I’m not requesting a discount for the shipping, that was freeI’m requesting something to compensate me for the month you all had held the money and I didn’t receive the mattressI don’t expect a free mattress, unless you’re offering that then I’ll take it, but basically I want a free pillow or twoSincerely,Elizabeth [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ We will replace these mattresses for this customer as a special courtesyThey shipped today tracking #XXXXXXXXXXXXWe do not include mold complaints in our warranty as it can be caused by customer behavior out of our control such as going to bed with wet hair, etcor being stored in a damp place such as a basementThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because we do not go to bed with wet hair, and it's not stored in a damp placeZinus contacted me and said they were upgrading us to better quality memory foam mattressesThey came today and we scanned the barcodesThe twin was downgraded to only a 1/inch of memory foam and 1/high density support foamThe original is inch memory foamSo they sent us a cheaper product Then our king memory foam mattress, they sent us a piece of [redacted] pillow top coil mattresses, no memory foam, and while researching, that too is a cheaper mattress than what we paid for We just wanted an equal replacement since we solved the problem of these mattresses, cannot be placed on plastic box spring coversApparently they need ventilation underneath Final Business Response / [redacted] (4000, 9, 2015/10/29) */ Please note that the inch mattress sent was an exact replacement of the original mattressThis was explained to the customer on the 28thThe King mattress was a mix up in the warehouse and a spring mattress was sent instead of a memory foamWe asked the customer to donate the mattress sent in error and we shipped the king memory foam mattress yesterdayThank you Final Consumer Response / [redacted] (2000, 11, 2015/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) We now have the king memory foam mattress and it looks like an upgradeWe put a bed bug plastic enclosed mattress zip cover over itI hope this works
We are sorry this customer was confused about what was included with the purchaseWe agree the images were misleading and have corrected them.We will be sending out the frame requested within hours.Thank you!
Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We are sending a replacement to this customer today, 1/20/We apologize for the delay and the initial misunderstandingThis item is our only in-store item and most returns/exchanges are done with the retailerWe are happy to help and apologize for the inconvenienceThank you
We are happy to helpWe have been in touch with the customer and will send replacements as soon as shipping address is confirmedThank you!
From: Berny [mailto: [redacted] Sent: Saturday, March 10, 3:PMTo: [redacted] Subject: Re: complaint filed with Revdex.com case # [redacted] Dear [redacted] Since I have no other reasonable option please tell Zinus to send me another mattress Thank you for your assistance Best Regards, Bernadette
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ We have contacted this customer and have initiated an agreed upon refund of $which is being mailed todayThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say they have sent the check on multiple occasions but they always seem to have excuses.The response given to Revdex.com on the company behalf was also incorrect because the check was never sentToday again I have been given a similar answer that I have been receiving from the beginning of this process.My patience has run out and am tired of being given the run around for my rightfull refund.The communication between within their company is not acceptableI asked for a copy of the check and was said it will be emailed to me last week and now they say that they can not send it because the accounting department in charge of the refund won't allow the supervisor to handle the check.If I don't get the check soon I will have no choice but to ask for additional funds for pain and suffering Final Business Response / [redacted] (4000, 9, 2015/09/15) */ I spoke with [redacted] yesterday and confirmed the check was processed by accounting and mailed out late yesterday Sept 14th