Initial Business Response /* (1000, 5, 2014/09/30) */
The customer has reported that he has received the wrong mattress. What the store recorded was different. The store reported that the customer said he did not like the mattress he purchased and wanted to exchange it. Upon purchase we entered...
an agreement that all mattress sales are final. Therefore, the store sales representative informed the customer that the only way we could exchange a mattress is when there is a defect. The customer then called our Guest Response Team. He asked for the local mattress representative's phone number (8/29/2014). We agreed to pass his discomfort with the mattress he purchased to the manufacturer's representative.
We need help determining whether to proceed in contacting the manufacturer to report a warranty claim, or if this is a matter of not liking the mattress. We have been told that the customer did not like the mattress, but he has reported to Revdex.com that he believes he did not receive the model he purchased and that is shown on our sales agreement.
Please confirm with our Guest Response Team whether we need to file a warranty claim or if the mattress is still believed to be a model different from the one purchased.
Initial Business Response /* (1000, 5, 2014/09/30) */
The customer has reported that he has received the wrong mattress. What the store recorded was different. The store reported that the customer said he did not like the mattress he purchased and wanted to exchange it. Upon purchase we entered...
an agreement that all mattress sales are final. Therefore, the store sales representative informed the customer that the only way we could exchange a mattress is when there is a defect. The customer then called our Guest Response Team. He asked for the local mattress representative's phone number (8/29/2014). We agreed to pass his discomfort with the mattress he purchased to the manufacturer's representative.
We need help determining whether to proceed in contacting the manufacturer to report a warranty claim, or if this is a matter of not liking the mattress. We have been told that the customer did not like the mattress, but he has reported to Revdex.com that he believes he did not receive the model he purchased and that is shown on our sales agreement.
Please confirm with our Guest Response Team whether we need to file a warranty claim or if the mattress is still believed to be a model different from the one purchased.