Comfort Revolution

We are sorry to hear the consumer does not agree with our policy, but a warranty policy does not automatically mean a new product will be sent out unless it falls under the warranty policy; just as any warranty policy worksIf the consumer feels very strongly regarding their pillow, we will bend our policy and they can mail the product to our company for further evaluation and we will send a new product.ATTN: Warranty Department [redacted] ***If, in a few months again this issue were to arise again, we will be unable to send any further replacements due to all foam products becoming softer over time of use and applied pressureThe consumer's pillow could have gotten softer over time, but it still shows proper supportIt is completely for all foam products to soften from their initial firmness

Thank you for filing your complaint as we wish to ensure that all of our customers are treated fairly and responded to appropriately We are reviewing your complaint by reviewing our internal records of the communications as well as any purchase history that we can find which will help substantiate your claim If we are able to confirm that the product which you are claiming has in fact been discontinued, then we can offer you a replacement of the product with a product that has been determined to be of equal or better value As technologies emerge and improve in our labs, we like others, tend to discontinue older technologies for better ones We can not refund you for your purchase as we do not exchange currency with customers who purchase from our retail partners If you have previously submitted photos, we will be able to review them; however, I would like to suggest that you submit photos of your current failed product again as reference.Regards, Dimitrios C [redacted]

Complaint: [redacted] I am rejecting this response because:The pillow is defectiveThe support the pillow has lost is more then one would expect in only a couple monthsThe second one that was purchased is fine an has not lost supportA picture don't show the loss of support I feel and see nightlyI invite any one from the company to come see the defect in personI have showed the picture to other company personnel that sale pillows and they agree with meI am asking for a replacement because I believe this pillow is defected and have a second pillow that has not lost support Regards, [redacted] ***

Good afternoon, In response to the consumer's complaint about the pillow losing its firmness and not receiving a replacement - we have asked the consumer for images of the issue he was havingAfter carefully analyzing the images provided by multiple people at our company, we see no issues with the
product and how supportive it isIf the item proves to be defective, we will issue a replacement, though there is no issue with the consumer's product under our warranty policyWe have explained this to the consumer and also let them know if any issue was to occur in the future, to feel free to contact us so we may go through our warranty policyIn fairness of other consumers who have complied with our policy, we are unable to make any special exceptionsPlease let me know if you have any questions

Thank you for filing your complaint as we wish to ensure that all of our customers are treated fairly and responded to appropriately.  We are reviewing your complaint by reviewing our internal records of the communications as well as any purchase history that we can find which will help...

substantiate your claim.  If we are able to confirm that the product which you are claiming has in fact been discontinued, then we can offer you a replacement of the product with a product that has been determined to be of equal or better value.  As technologies emerge and improve in our labs, we like others, tend to discontinue older technologies for better ones.  We can not refund you for your purchase as we do not exchange currency with customers who purchase from our retail partners.  If you have previously submitted photos, we will be able to review them; however, I would like to suggest that you submit photos of your current failed product again as reference.Regards, Dimitrios C[redacted]

We are sorry to hear the consumer does not agree with our policy, but a warranty policy does not automatically mean a new product will be sent out unless it falls under the warranty policy; just as any warranty policy works. If the consumer feels very strongly regarding their pillow, we will bend our policy and they can mail the product to our company for further evaluation and we will send a new product.ATTN: Warranty Department[redacted]If, in a few months again this issue were to arise again, we will be unable to send any further replacements due to all foam products becoming softer over time of use and applied pressure. The consumer's pillow could have gotten softer over time, but it still shows proper support. It is completely normal for all foam products to soften from their initial firmness.

Complaint: [redacted]
I am rejecting this response because:The pillow is defective. The support the pillow has lost is more then one would expect in only a couple months. The second one that was purchased is fine an has not lost support. A picture don't show the loss of support I feel and see nightly. I invite any one from the company to come see the defect in person. I have showed the picture to other company personnel that sale pillows and they agree with me. I am asking for a replacement because I believe this pillow is defected and have a second pillow that has not lost support. 
Regards,
[redacted]