Boyd Night Air

Mr [redacted] was informed that due to the request that his order be shipped via white glove carrier, this can cause longer than delivery time frames Upon the request for refund, Boyd processed the canceled order immediately and within minutes his credit was initiatedA confirmation email, with the refund was provided to Mr [redacted] within hours Boyd also went an extra step to contact the company through which Mr [redacted] financed his purchase and inquired if we could request the credit check be removed given that this order was canceledThe finance company indicated that they could not accommodate that request because Mr [redacted] applied for and was granted credit for the purchase An email was again provided to Mr [redacted] stating that Boyd was unsuccessful in his request to remove the hard inquiry on his credit report, due the protocol of the finance company Boyd has no control over the protocols that the financing company wishes to enforce Boyd processed this order in a timely fashion and shipped accordinglyBecause the order was requested to be delivered via white glove, there are additional carriers engaged which lengthen the delivery time We have accommodated Mr [redacted] and regret his frustration with his order; however, all efforts have been made to satisfy this customer

Initial Business Response / [redacted] (1000, 11, 2015/08/10) */ This customer purchased one of our mattresses in from a warehouse club directlyIn 2013, the customer contacted us to inquire about the mattressHe did not indicate that he wished to return the mattress or initiate a warranty claimWe have not received any further contact from this customer since he phoned in 2013; it is now late We value our customers and always ensure that we deliver customer service excellenceWe do not have contact information for this customer since he purchased through the warehouse club directly If he could call our facility, we will be more than happy to address his concerns

Contact Name and Title: customer service manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@boydspecialtysleep.com
we will wave the servicee charge and inspect his mattress for no chargeHowever the warranty comes from the manufacturer we can not change the criteria sett by the
manufacturerSo if it does not meet the manufacturer's warranty criteria there is nothing the bedroom store can do about thatIf that is the case he would need to direct further complaints to the manufacturer

Mr. [redacted] was informed that due to the request that his order be shipped via white glove carrier, this can cause longer than normal delivery time frames.    Upon the request for refund, Boyd processed the canceled order immediately and within 30 minutes his credit was initiated. A...

confirmation email, with the refund  was provided to Mr. [redacted] within 4 hours.  Boyd also went an extra step to contact the company through which Mr. [redacted] financed his purchase and inquired if we could request the credit check be removed given that this order was canceled. The finance company indicated that they could not accommodate that request because Mr. [redacted] applied for and was granted credit for the purchase.  An email was again provided to Mr. [redacted] stating that Boyd was unsuccessful in his request to remove the hard inquiry on his credit report, due the protocol of the finance company.   Boyd has no control over the protocols that the financing company wishes to enforce.   Boyd processed this order in a timely fashion and shipped accordingly. Because the order was requested to be delivered via white glove, there are additional carriers engaged which lengthen the delivery time.   We have accommodated Mr. [redacted] and regret his frustration with his order; however, all efforts have been made to satisfy this customer.

Initial Business Response /* (1000, 11, 2015/08/10) */
This customer purchased one of our mattresses in 2006 from a warehouse club directly. In 2013, the customer contacted us to inquire about the mattress. He did not indicate that he wished to return the mattress or initiate a warranty claim. We...

have not received any further contact from this customer since he phoned in 2013; it is now late 2015.
We value our customers and always ensure that we deliver customer service excellence. We do not have contact information for this customer since he purchased through the warehouse club directly.
If he could call our facility, we will be more than happy to address his concerns.

Initial Business Response /* (1000, 5, 2015/11/23) */
A replacement mattress was initiated for Mr. [redacted] at the time of his original inquiry; however, while investigating the complaint, we realized that the shipment was lost.
A new replacement has been shipped and is scheduled for delivery on...

Tuesday, 11/24/2015.
We trust Mr. [redacted] will be happy with his replacement and we apologize for any confusion.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received one email from [redacted] on 11/17/15:
Hi [redacted],

I show the order shipped on Thursday however when I tracked the order the tracking number is not coming up.

I have re-entered the order and spoke with the warehouse and they said that it will for sure ship tomorrow but are going to try and ship it today.

If you end up receiving 2 shipments please let me know and I will have one of them picked up.

I apologize for the delay and appreciate your patience.

Sincerely,


[redacted]
Until I receive the item, or tracking number showing it has shipped, this is just another empty promise made by the representatives of Boyd. I have no idea if it is overnight, or sent via ground and will take two weeks. All documentation they required was provided to them within 24 hours and I would appreciate to be treated the same way as I have treated them.