Brace And Bit LLC

To whom it may concern,The total purchase price for this mattress was $for each orderOnce was done as an initial order the other done as an exchange orderAs explained to this customer via email we attempted to contact MXD to have this scheduled more quickly and offered to allow this customer to donate the mattress for a full refund of the original order as well as offering to have the mattress recycled with proof of invoice for a full refundThere has been communication since the beginning of this process and we have gone above and beyond to be helpfulIn our last email I offered to have the original mattress order refunded and would be willing to wait to have this picked up by the MXD serviceMXD did explain that there may be some delays due to the holiday season and this was explained to this customer as well.The purchase amount was not for the amount this customer stated in their review, attached is a copy of the invoice with any of the personal location information blacked out in order to protect this customers informationWe are and will not be held responsible for compensation in the amount of an entire other mattress and issue a second refundIf the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their home.Please feel free to contact me if you have any questions at allOrder in the attachment is the customers original order and not the order number listedOrder listed in complaint is second order for an exchange that customer has not made any attempt to return Mario Brooklyn Bedding [redacted]

Attempting to contact MXD was not the deal when I agreed to exchange the mattressActually contacting them was the dealAnd having them contact me to handle the mattress removalNowhere was it stated that I would be eventually responsible for handling that aspect of the exchangeI am unable and unwilling to do so, because I don't have the time and that wasn't part of the deal.They have not gone "above and beyond to be helpful." The woman who "set up" the MXD call (that never happened) never responded to my e-mail days after her first and only contact with meThat's not above and beyondThat's not even ground level.I have not received the e-mail from Mario in which he claims to have offered to refund our initial mattressI received an e-mail from him, which I forwarded to the Revdex.com, which made little to no sense and wasn't grammar or spelling checked before being sentIf that is the e-mail he is referring to, then he needs to re-read it and edit it, and then send it again.The purchase amount that I have spent on both mattresses is $for each, or $totalI still hold Brooklyn Bedding responsible for contacting someone to remove my initial mattressI still hold Brooklyn Bedding responsible for refunding me my $for that first mattressAnd I now hold Brooklyn Bedding responsible for reimbursing me for the second $mattressI was told a moving company contracted by Brooklyn Bedding would contact me within daysThey never didIt has now been over a monthThis is unacceptableMario's e-mail states "If the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their home" but my question would be who's going to remove the merchandise from my home? Because the company whom they pay to do so, MXD, appears to be unable to handle the demands of whatever contract they're under

It is correct that our system is not able to process a return to the same card if the transaction is over days oldI would be happy to process a full refund (shipping cost included) via paper check sent through the US mailSince the refund was paid via PayPal that refund would first have to be
cancelled by the customerIf they have already started a dispute with their card service that would also need to be cancelled in order to not have them refunded twiceI would be happy to communicate with this customer directly but it seems they have not provided any information on the order Thank you, MarioBrooklyn Bedding ###-###-####

The order has been refunded in full as of 9/22/2016, our processing system has allowed us to issue refunds now up to days after the transaction postsThis was not the case days ago as they only allowed up to days after the transactionIn any case I have processed the refund and verified that the merchandise has been returned to our facility Thank you, Mario Brooklyn Bedding

Hello, We (Brooklyn Bedding) have been in correspondence with this customer throughout this processWe have offered a few different solutions for pickup or donation of the mattress in order to get the refund processedI have provided information as to how to get this setupI am happy to assist
you further with this processFeel free to reach out to us by phone at ***I also reached out to our pickup service once more to ensure they are notified about the information you have provided to usI look forward to hearing back from you. Best Regards, Mario Brooklyn Bedding ***

If you could please attempt to contact me directly at *** I would be happy to have you refunded for the original orderWe would just ask that you have the mattress donated when you are able or have the ability toIn the case of the other mattress you currently have, we cannot simply offer that merchandise free of charge, you are not offering to return that merchandise for a refund you are asking to keep the merchandise and be reimbursedThis would mean that you feel it is necessary for us to compensate you with the merchandise itself, which is an unreasonable requestI personally have made every attempt to help you and provide you with the pickup service that we supply, we have gotten information back from them that they are not having any success getting a hold of youI offered for you to have the mattress donated locally to a local charity or church with no acknowledgment of this on your partI do not believe this to be an unreasonable requestI have provided my number to you on multiple occasionsIt is now up to you to contact me directly.Thank you, Mario Brooklyn Bedding ***

Regarding customer Faye ***: The marks shown on the mattress are not pee or any environmental stain or soil, and to make that accusation by guessing/assuming is disheartening and just wrongThe stains on her new mattress are from a little too much glue, the product that seals the layers of
foam together so they do not shift, creating a supportive and durable sleep surface for all our customers and Ms***It is the same product that every mattress manufacturer uses to seal their beds togetherWhile our production facility was at fault for spraying a little too much glue on the foam layers at the foot of the bed to make sure it would be durable for Ms***, creating the yellowish tint she is referring too, her making the accusation it is a used product and has unsanitary stains is just wrong. At this time, we will contact the store and let them know that Ms*** will be bringing the mattress back for a full refundIt is extremely unfortunate that Ms*** made accusations of this level without knowing the facts. Once the mattress is returned by Ms***, we will refund her 100% of her purchase price in the manner in which it was paidIf it was paid by cash or check, we will issue a check from our Corporate officesMs*** needs to assure that the address that she gave us at point of sale is her current mailing address for that type of refundWhile we would love to have the opportunity to help Ms*** find a sleep surface that she would be satisfied with, it is apparent by her slanderous comments out to the public that she is choosing not to do business with us Sincerely,Brooklyn Bedding

Demands from the business that disputes regarding this transaction be cancelled will not be considered until a refund has been made.Contrary to what the business has responded that, "the refund was paid", I have not received a refundThe policies on their website clearly state, "We process refunds as credit back to the card used".It is not possible for them to have refunded money to a PayPal account in my name, because I do not have a PayPal account. Additionally, since I do not have an account with PayPal, I would never have, and never did, agree to my refund being paid to them instead of credited to the card used for the purchase.I have contacted the credit card company used for the purchase and they assure me that the excuse Brooklyn Bedding is giving about it not being possible to refund to the same credit card after days is entirely untrue as well.I have returned all of their products in accordance with their return policy, yet I have not received a refund. The amount of the purchase must be refunded to the credit card used in the purchase immediately

To whom it may concern,The total purchase price for this mattress was $855.00 for each order. Once was done as an initial order the other done as an exchange order. As explained to this customer via email we attempted to contact MXD to have this scheduled more quickly and offered to allow this...

customer to donate the mattress for a full refund of the original order as well as offering to have the mattress recycled with proof of invoice for a full refund. There has been communication since the beginning of this process and we have gone above and beyond to be helpful. In our last email I offered to have the original mattress order refunded and would be willing to wait to have this picked up by the MXD service. MXD did explain that there may be some delays due to the holiday season and this was explained to this customer as well.The purchase amount was not for the amount this customer stated in their review, attached is a copy of the invoice with any of the personal location information blacked out in order to protect this customers information. We are and will not be held responsible for compensation in the amount of an entire other mattress and issue a second refund. If the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their home.Please feel free to contact me if you have any questions at all. Order in the attachment is the customers original order and not the order number listed. Order listed in complaint is second order for an exchange that customer has not made any attempt to return.  Mario Brooklyn Bedding [redacted]

Attempting to contact MXD was not the deal when I agreed to exchange the mattress. Actually contacting them was the deal. And having them contact me to handle the mattress removal. Nowhere was it stated that I would be eventually responsible for handling that aspect of the exchange. I am unable and unwilling to do so, because I don't have the time and that wasn't part of the deal.They have not gone "above and beyond to be helpful." The woman who "set up" the MXD call (that never happened) never responded to my e-mail 10 days after her first and only contact with me. That's not above and beyond. That's not even ground level.I have not received the e-mail from Mario in which he claims to have offered to refund our initial mattress. I received an e-mail from him, which I forwarded to the Revdex.com, which made little to no sense and wasn't grammar or spelling checked before being sent. If that is the e-mail he is referring to, then he needs to re-read it and edit it, and then send it again.The purchase amount that I have spent on both mattresses is $855 for each, or $1710 total. I still hold Brooklyn Bedding responsible for contacting someone to remove my initial mattress. I still hold Brooklyn Bedding responsible for refunding me my $855 for that first mattress. And I now hold Brooklyn Bedding responsible for reimbursing me for the second $855 mattress. I was told a moving company contracted by Brooklyn Bedding would contact me within 5 days. They never did. It has now been over a month. This is unacceptable. Mario's e-mail states "If the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their home" but my question would be who's going to remove the merchandise from my home? Because the company whom they pay to do so, MXD, appears to be unable to handle the demands of whatever contract they're under.