Astrabeds.com

We are more than willing to resolve the issue at hand, all that we are asking of [redacted] is for simple pictures of the what she claims is damaged. The fact that she has refused to send us pictures of the damage from the beginning, even after we replaced what she claims was damaged without evidence, makes us question if there is actually any damage. The replacement product that was shipped, was checked by multiple experts for quality and damage before it shipped and there was nothing wrong with it. We are not saying it is not possible it is damaged, but it is very unlikely which is why we ask for pictures. Also, we do not want this to happen again in the future, if this is a problem with our product we want to know what it is and fix it. From our first conversation the customer has been asking for money, and unwilling to provide pictures, does this not seem strange to you? I hope to hear back from you soon, like previously mentioned we do care about the customer and want to make things right. Thanks,[redacted]

We have been working with Ms. [redacted] for quite some time, trying to get her mattress firmer for her. We have sent her out different latex layers to make the bed feel firm overall. Unfortunately, even after sending out the firmest layers we have, the bed still wasn't firm enough for Ms. [redacted]. As...

stated on our website, the customer will be charged with returning the mattress and at no time have we ever done donations of the mattresses. I have been working with getting a pick up scheduled with Ms. [redacted] for the past few days as it's not a simple thing to schedule. We did learn that she lives close to the warehouse and we were planning on her having a moving company deliver the bed there. She asked for the name of the company, phone number, hours and a point of contact. Normally, I am not able to give out that information as we(Astrabeds) are the main point of contact. I was able to give out some information, like the hours and the address of the company. I have recently asked the company that we use to manufacture our latex if it would be okay if we gave out the information. I am waiting to hear back from them. I have attached a link to our return policy as well. [redacted]

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provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] purchased an adjustable bed from us.  The manufacturer of the adjustable base is [redacted].  [redacted] then hires a 3rd party company to deliver the adjustable base.  This 3rd party company is [redacted].  2 gentlemen from [redacted] delivered the...

adjustable base to [redacted].  While delivering it, they scratched the railing going up to the 2nd floor.  We have been in contact with [redacted] throughout this whole process, and he is currently getting his contractor to make the necessary repairs.  Once the repairs have been done, his contractor will be letting [redacted] how much is owed for his services/repairs.  The services/repairs will be paid for by [redacted].  Let us know if you need any further information in regards to this claim.
Thanks, 
[redacted]

The customer’s calls were over the weekend and not during our normal business hours. We are open from 9:00am to 6:00pm MST Monday through Friday, but on Saturday we are only open from 9:00am to 2:00pm MST and closed on Sundays. When we opened on Monday morning on 2/02/2015 at 9:00am, we went over...

all voice-mails and called our customers, including her, back. We do sincerely apologize if the customer felt like any of our representatives did not provide her the best customer service, but I do assure you that we pride ourselves on our customer service and we will go above and beyond to make the customers experience the best one with us. Her mattress did ship on time, in 6 business days, and she were provided tracking information that same day via email. I apologize if she had to assemble the bed on her own, but all of our shipping, delivery, and set-up information is on our website, along with almost anything the customer needs to know about the products, process, and policies. The assembly instructions are not provided in the box because we are a green company and try to reduce our eco-footprint by reducing the amount of printing that we do, but we do provide all assembly instructions on our website. If the customers have any questions about any of the previously mentioned, our customer service staff will be more than happy to help. The reason that we require a signature upon delivery is because our latex mattress is considered a high-end product and we would hate for their beds to be stolen if left at their front door. We want to help her but in order to do so and better understand the situation we need to see images of the zipper. We replaced the cover the first time because the customer stated it was "impossible" for her to send us pictures of the zipper, so we made an exception. Since it happened a second time, we do want pictures, only to resolve the issue. We are willing to replace the cover and offered the sheets and pillows for the inconvenience she experienced. When we informed the customer that we would not be able to refund her $400, she stated that if we don't she "would go to the Revdex.com". We have tried resolving her issue, but we can’t do so without her cooperation. She extorted us by threatening us by going to the Revdex.com if we did not pay her $400. We have also found evidence of her writing negative reviews/comments on other websites about other companies with the intent of receiving something in return, in our case $400. We do not think that this is right, especially since we have done everything in our power to resolve her issue. Please advise on how the Revdex.com will make this right.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1) The seller implies that I am somehow in this to get money from them. That is untrue and a not very worthy suggestion. If I can afford to pay $2,700 for a bed, surely I wouldn't go through all this aggravation for a few hundred dollars? The response also presents me as inflexible on a specific discount. I never fixed specifically on any specific amount as an acceptable solution for the poor service I put up with--and I never rejected any other offer , except a very paltry one of "some pillows". The seller asked me by phone what I thought was fair. He had offered me two pillows, and I did not think that was an equitable suggestion for all I had put up with. He then asked me what I thought was fair. I suggested $400 as a small gesture of goodwill, but never said I would not accept any other solution. [redacted], whom I spoke with, stated after getting off the phone for a moment that "I've been told all I can offer you is sheets or a pillow from the web site." That is the only offer he ever made. I told him I have sheets and pillows, and didn't think that this was adequate.2. The response keeps saying they have "done everything they can." Well, besides demanding photos of the second, defective mattress cover, which I do not have the technology to send electronically, I really am not aware of what else they have done to make up for their shortcomings. 3. The response states that the calls I made that went unanswered were not made during their business hours. I flatly deny this. While it's possible one call was made outside their business hours, I was very careful generally to call during their mountain time zone hours on a Sat. In addition, the response does not address subsequent calls I made that went unanswered, forcing me to leave messages and then be called back which interrupted my day and appointments, sometimes not until the next day. If a business states they are open certain hours, and conducts business primarily by phone and web, barring some kind of emergency I do not understand why they do not have someone answering phones regularly or at least calling people back promptly.4. The response does not address my repeated statements that [redacted], their employee and my first contact with the company, was rude and sarcastic to me on the phone. It does not apologize for his tone or his words; the company has never acknowledged his behavior. They only state things like "we always strive to provide good customer service." Well, they fell down in this regard and are treating me as a liar. Is this good customer service?5. The response does not acknowledge the fact that the company gave out my name and personal information to one of their contractors, a designer, without getting my permission or even notifying me. I received a call from a strange number and a stranger was suddenly asking questions about the mattress cover. He also was condescending on the phone, asking me questions like "I guess you know what I mean when I say things got messed up at the factory?" I had to actually tell him that yes, I knew what a factory was. He also asked me several times "And the zipper was working when you got it right?" which did not really seem relevant given that the zipper on both mattress covers broke within a few minutes when I started trying to assemble the mattress (put the layers in the mattress cover).6. The company keeps demanding I send them photos of the problem. Even if I could send photos--say if I borrowed someone's digital camera--I would have to undo all the work a friend of mine and I put into making the layers fit into the mattress cover and then tape it shut (it would not stay zipped). The "solution" offered by the company (getting the photos) would require more time, energy and labor for me, including borrowing someone's smartphone or digital camera, getting a friend to help me untape the cover so as to show how the zipper, which goes almost all the way around the cover, split and broke. I told the seller I don't have the time, energy, or help I need to go through yet another, third, exhausting assembly process if they sent me a third mattress cover. That is why I don't think sending me another mattress cover of the same quality and design--which has twice broken as I've tried placing the foam rubber layers inside it--is a good or adequate response. It would end up inconveniencing me more and being yet another problem. I doubt they would redesign the mattress cover before sending another one7. The response does not acknowledge a mistake the factory made before shipping me the latex layers and mattress cover, which doubled the amount of time and labor I had to contend with: the directions on the website specify that two layers would come already in the mattress cover, so I would only have to insert two. According to a call with [redacted], the factory made a mistake and put two of the layers in the wrong order so I had to take those out and then reassemble insert all four layers. Maybe if I hadn't had to do that, the zippers wouldn't keep breaking. After all, I have never handled this stuff before; I've tried to be as careful and ginger as I can but I certainly received no guidance or advice from the website or staff on how to actually get the layers in there. 8.The response makes a point that the seller "discovered" that I gave them bad reviews on websites. I honestly reported my experiences with them, and I don't see why I shouldn't. Many people review their experiences with different businesses. I don't want other people to go through what I have.Basically, my point is that a reputable seller, when a customer, say in a store, points out that a product they want to buy has some damage to it, will usually discount the item. I don't see why the same shouldn't apply here though it is after the fact. Even a token amount and a written apology would be better than the seller sending another mattress cover, a third one, which most likely would break again.Regards,[redacted]

Astrabeds will not stand behind what they tell you. I was sold two full size beds vs one king and told by [redacted] that I would be happier and if I wasn't that they would swap them out for a full size King. Each time I called to say I wasn't happier and that I thought I wanted one mattress, I was told a new thing to try.. one sheet, strap the legs together, etc. I called three different time complaining about failing in the crack. The fourth and final time I called was outside of the time for their return policy and [redacted] "was no longer employed" there. After going back and forth with management, the "gentleman" told me he would exchange them, but I had to box them up and send them back myself and not until they received them in ARIZONA, would they replace them. Are you kidding me? I would not do business with them again. CAVEAT EMPTOR!!!!

Well I must say, I was hesitant at first when thinking about latex mattresses. The only reason I really went with astrabeds is because they offered a 90 trial period with their mattresses. However, I have decided to continue my trial and purchase the mattress. The [redacted] is comfortable, and is made up of all natural materials. My sleep has improved and I am extremely satisfied with the company and its product.

I love my astrabeds mattress!!!

I am in my mid 30s and decided to get my first new mattress since I graduated college. I went through a hectic choosing process and finally came onto the astrabeds website. Doing research and checking into how green conscious they are I went with the trial and haven't looked back! Great product!

Reading endless blogs and forums on mattresses is probably one of the most annoying things to do since there are so many different opinions out there. Not to mention everyone's preference is different. I was really looking for a trial run on a latex mattress, not a "lay down on it at the store" type trial run. Astrabeds offered just that and I must say that I was very impressed. So much so that I purchased the HarmonyBed. Great quality and comfort. Excited that this will be my new mattress.

I haven't ever gone too far out of the spring mattress landscape throughout the course of my sleeping career, aka life. I knew going into buying a new mattress I wanted to get an adjustable mattress and here we are. The Prodigy adjustable bed from the company Astrabeds has been awesome. I have never A) slept on a mattress like this and B) gotten this good of sleep. Super excited about my purchase.

Incredibly and absolutely comfortable mattress. Quality is superb. Customization is key to why I bought this bed. Astrabeds is the best latex mattress I have come across in my years of searching for the right mattress.

We are currently working with our fulfillment center that is only 15 minutes from Ms. [redacted]'s house to see if they will come and pick up the mattress for her. Our normal Account Manager is away until tomorrow so we have not heard anything back from him yet. We have emailed Ms. [redacted] with all this information, including the name of the fulfillment center, the name of our account manager and the address of the center. Once he hear back from them, we will reach back out to Ms. [redacted].

Looking into latex mattresses was a tad tedious, but I finally found the right buy in Astrabeds. I knew I needed a latex mattress for eco-friendly reasons. But the real advantage is how comfortable I feel when I am sleeping. I get the best sleep I have had probably ever.

Purchasing an Astrabeds mattress is the best decision I have made when it comes to my overall sleep quality. Not only is their mattress incredibly comfortable, but it doesn't collect heat and make me uncomfortable at night, which is great especially since I live in the south.

We do offer a 90 night sleep trial however the customer never participated as the product was refused upon delivery.  We ask all customers who participate to try the mattress out for 30 days define here:2nd paragraph 1st bullet.

The customer did not participate in the free trial period...

as the product was refused upon delivery.  Refused shipments fall under cancelled shipments define here under paragraph 12 "Cancellation Policy" see here [redacted]

We waived the restocking fee, typically 15% as the customer stated they were in a dire financial situation which was the reason for the refusal and in order to resolve the issue completely we will waive the shipping fees.

Please let us know if you we can be of any other service,

Hello,
 
We've attempted to reach the customer by phone and email (attached) to resolve this issue for her. Brandon is the CS agent she initially spoke with, and Sean is our Senior Sleep Specialist. We have not heard from the customer as of yet.

I feel comfortable in saying that customized latex mattresses are the new thing. No insane buttons to push or anything like that. Instead with Astrabeds, I have found that you can add or remove layers very easily. I ordered mine and have had great night sleeps ever since. I recommend the SolaceBed.

Astrabeds has given me back the sleep I never knew I was missing out on. It is interesting, because I only wanted the mattress because my wife had done research into latex and wanted to get Astrabeds. I trusted her research and judgement so we purchased it. Been a great start to a new mattress. Extremely satisfied.

I went for the 90 trial run with the SonomaBed by Astrabeds. My initial reaction was just as great as how I feel a couple months later. It is a comfortable mattress that supports my back and makes me feel good every morning. Happy with the mattress and I will continue to use it. Best latex mattress I have ever experienced.