Dear ***, We have been trying to work with [redacted] to get his mattress back to our factory but he has been very resistant to repackaging the items or listening to our customer service representative's explanation of how to re-box the mattress He hung up on one of our customer service representatives who was trying to explain different ways to repackage the boxes We only had an exchange program in place at the time of his purchase but are allowing [redacted] a refund and we are not charging him the shipping charges we usually charge for returns All we are asking for is to have the mattress returned to our factory We can not allow a customer to keep a mattress and process a refund We need the items boxed so we can get him free shipping labels and get these items back to our factory so we can move forward with the refund process We have people return or exchange mattresses regularly and they have not had the repackaging issues that [redacted] is experiencing We state clearly in out sleep trial that it is the customer's responsibility to package up any items for return or exchange ( http://www.christeli.com/sleep-trial ) Let me give [redacted] some packaging options First, he can get boxes from any source We do not require the customer to pay for boxes Many stores will give boxes away for free or if preferred he can go to any packing/shipping store or self storage office and acquire boxes A combination of two boxes can be used for each part of the mattress, as well, provided that each box is taped together sufficiently for shipping The mattress pieces should be boxed separately and wrapped in plastic if possible to avoid damage during shipping We do not expect the mattresses to be as compactly compressed as when they arrived to him from our factory We have professionals that gently compress and roll our mattresses We do however need the boxed mattresses to measure under a girth as per our contract with Federal Express A girth is measured as follows: The length of the box + the width of the box +the width of the box + the height of the box + the height of the box = the girth of the box Examples of box measurements and how to measure the girth : L=W=H= 67+20+20+15+15= a girth of or L= W= H= 74+24+24+15+15= a girth of As you can see, the box sizes that can be used can be quite large We allow our customers freedom to use any box or boxes taped together to get the returning items back to us [redacted] should be able to get these items back into boxes with the help of a friend or family member so we can get him shipping labels We can not proceed with the refund until we have the mattress back to our factory I sincerely hope that this explanation helps [redacted] and that we can get these items returned to our factory so we can move forward with [redacted] refund Have a great day! [redacted] Christeli Mattresses
Hired [redacted] summers ago for a job at my Aunts home in Pulaki, he removed two large trees and was paid to remove stumpsDid remove the trees but had equipment problems with stump removerWas to come back and remove stumpsPaid him $400.00.after multiple phone calls he came back marked the stumps in Orange and never returnedNor did he return the dollarsHis failure to finish the job caused a broken brand new window when the yard man hit the stump with mower and propelled the wood into the windowDo not hire this manAnyone who rips off a year old woman does not deserve the business
Dear [redacted] We are currently working with [redacted] on the issues with his Queen size damaged mattress and the King size mattress he wants to return At this time of [redacted] purchase, we a only had an exchange policy in place We have since added a return policy and are extending that policy, as a courtesy, to [redacted] for the King size mattress he wishes to return A refund will be processed when we have the mattress back in our possession We are waiting for him to box up the mattress and give us box dimensions so we can get him shipping labels The damaged item is also being taken care of, in that case, we are picking up the damaged item and replacing it with a brand new mattress top We are again waiting on [redacted] to return our call to arrange piand he has also not boxed up the item as of yesterday We left him a voicemail this morning to try to get these issues resolved so we can conclude these transactions Let me know if you have any further questions Thank you, [redacted] Christeli Customer Service1- [redacted] Ext***
[redacted] Revdex.com face="Times New Roman" size="3"> Upstate South Carolina ID # [redacted] We definitely understand why [redacted] is frustrated that [redacted] has not shown up several times to pick up her boxes We truly care about ***’s experience, and we’re just as disappointed as she is with the [redacted] issue Each time we were contacted by ***, about [redacted] not showing up, we were on the phone immediately with our [redacted] rep to get the issue taken care ofEach time [redacted] said they would have the boxes picked up the next dayWe did tell ***, and confirmed it in writing in an email to her, that she could leave the boxes on the porch and if they were damaged, taken, etcshe would not be responsible and that she did not have to keep bringing them in and out of her home We started the process of sending out the replacement mattress to her, and we also credited the $difference back to herWe did all of this before the boxes were picked up, because of her poor experience [redacted] states that we did not make this a priorityI assure you, as we assured her, this was a priority and we were doing everything we could to have the boxes picked up [redacted] sent this email to us on July 8th at 11:AM: “I appreciate you trying to resolve this if you in fact take care of the problem as you have stated, I will notify the Revdex.com that you have resolved the problemIf I am able to rescind the complaint I will do so.” Then at 1:PM on July 8th, [redacted] finally picked up the boxes from her homeI know that we cannot change her initial experience, but we will reach out to her to make sure things are right Best, The Christeli Team
I am responding to claim ID # [redacted] The customer states the possible solution was a $credit on a $itemHis complete order, which includes the adjustable bed, mattress, mattress protector and headboard brackets, totaled $The adjustable bed has some fabric creases on the topThe $we offered was for this minor issueThis was as a courtesy to him, as we previously provided documentation that the order was signed for stating there was no damageWe are sending a picture, provided to us by the customer, of the adjustable bed fabric creases for you to seeAs previously stated, this does not affect the function of the bed, and the warranty is in full effectMr [redacted] can use everything he has received, but refuses to do so This customer was never lied toHe was told we would not be able to file a claim with the shipping company, because the delivery receipt was signed “Received in good condition except as noted” (nothing was noted), and the shipping company would deny the claimHe was never told a claim was filed and deniedWe would be happy to provide the recording of the conversationThank you Sincerely, Patricia Durham Customer Experience Manager
Dear ***,
We have been trying to work with *** *** to get his mattress back to our factory but he has been very resistant to repackaging the items or listening to our customer service representative's explanation of how to re-box the mattress. He hung up on one of our customer service representatives who was trying to explain different ways to repackage the boxes. We only had an exchange program in place at the time of his purchase but are allowing *** *** a refund and we are not charging him the shipping charges we usually charge for returns. All we are asking for is to have the mattress returned to our factory. We can not allow a customer to keep a mattress and process a refund.
We need the items boxed so we can get him free shipping labels and get these items back to our factory so we can move forward with the refund process. We have people return or exchange mattresses regularly and they have not had the repackaging issues that *** *** is experiencing. We state clearly in out sleep trial that it is the customer's responsibility to package up any items for return or exchange ( http://www.christeli.com/sleep-trial )
Let me give *** *** some packaging options. First, he can get boxes from any source. We do not require the customer to pay for boxes. Many stores will give boxes away for free or if preferred he can go to any packing/shipping store or self storage office and acquire boxes. A combination of two boxes can be used for each part of the mattress, as well, provided that each box is taped together sufficiently for shipping. The mattress pieces should be boxed separately and wrapped in plastic if possible to avoid damage during shipping. We do not expect the mattresses to be as compactly compressed as when they arrived to him from our factory. We have professionals that gently compress and roll our mattresses. We do however need the boxed mattresses to measure under a girth as per our contract with Federal Express. A girth is measured as follows:
The length of the box + the width of the box +the width of the box + the height of the box + the height of the box = the girth of the box
Examples of box measurements and how to measure the girth : L=W=H= 15 67+20+20+15+15= a girth of 137 or L= 74 W=24 H=15 74+24+24+15+15= a girth of
As you can see, the box sizes that can be used can be quite large. We allow our customers freedom to use any box or boxes taped together to get the returning items back to us. *** *** should be able to get these items back into boxes with the help of a friend or family member so we can get him shipping labels. We can not proceed with the refund until we have the mattress back to our factory
I sincerely hope that this explanation helps *** *** and that we can get these items returned to our factory so we can move forward with *** *** refund.
Have a great day!
***Christeli Mattresses
Great service did exactly what was in my written agreementMy tree was over my house and I was scared the damage it may causeWas very professional and did everything in a timely mannerIf it's raining which it did one day I don't expect them to come!
Dear***
We are currently working with *** *** on the issues with his Queen size damaged mattress and the King size mattress he wants to return. At this time of *** *** purchase, we a only had an exchange policy in place. We have since added a
return policy and are extending that policy, as a courtesy, to *** *** for the King size mattress he wishes to return. A refund will be processed when we have the mattress back in our possession. We are waiting for him to box up the mattress and give us box dimensions so we can get him shipping labels. The damaged item is also being taken care of, in that case, we are picking up the damaged item and replacing it with a brand new mattress top. We are again waiting on *** *** to return our call to arrange piand he has also not boxed up the item as of yesterday. We left him a voicemail this morning to try to get these issues resolved so we can conclude these transactions
Let me know if you have any further questions
Thank you,
***
Christeli Customer Service1-*** Ext***
Hired ** summers ago for a job at my Aunts home in Pulaki, he removed two large trees and was paid to remove stumpsDid remove the trees but had equipment problems with stump removerWas to come back and remove stumpsPaid him $400.00.after multiple phone calls he came back marked the stumps in Orange and never returnedNor did he return the dollarsHis failure to finish the job caused a broken brand new window when the yard man hit the stump with mower and propelled the wood into the windowDo not hire this manAnyone who rips off a year old woman does not deserve the business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
I am responding to claim ID #*** The customer states the possible solution was a $credit on a $itemHis complete order, which includes the adjustable bed, mattress, mattress protector and headboard brackets, totaled $The adjustable bed has some fabric creases on the topThe $we offered was for this minor issueThis was as a courtesy to him, as we previously provided documentation that the order was signed for stating there was no damageWe are sending a picture, provided to us by the customer, of the adjustable bed fabric creases for you to seeAs previously stated, this does not affect the function of the bed, and the warranty is in full effectMr*** can use everything he has received, but refuses to do so This customer was never lied toHe was told we would not be able to file a claim with the shipping company, because the delivery receipt was signed “Received in good condition except as noted” (nothing was noted), and the shipping company would deny the claimHe was never told a claim was filed and deniedWe would be happy to provide the recording of the conversationThank you Sincerely, Patricia Durham Customer Experience Manager
They want me to find a box of sq inches and they want me to take a king size mattress and base
Which requires people to compress mattress into a little box then go to a fed ex drop off to send this back
I can not by myself lift this mattress or compress it back into a box
What they are asking to me is not possible and is creating a hardship on me
The mattress are in the garage and I have bought replacement mattress
I need them to make arrangements to have them picked up and or provide the means to return the mattress
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,*** ***
The "possible solution" was a dollar credit on a
itemThis of course came after I was told there were no further actions that could be made, and the only reason that offer was made was because I filed a complaint with the Revdex.com, not because they had any desire to resolve the issueThat is outrageousAnd as far as their going above and beyond with me, I take it that means lie to and do nothingWhy was there no response as to why I was lied to about a claim being denied by the shipping company when they had never started one? The worst customer service I have ever experienced and would no recommend this company to my worst enemyThese people should all be ashamed of themselves claiming they strive for the best customer service
*** ***
Revdex.com
face="Times New Roman" size="3"> Upstate South Carolina
ID #***
We definitely understand why *** is frustrated that *** has not shown up several times to pick up her boxes
We truly care about ***’s experience, and we’re just as disappointed as she is with the *** issue
Each time we were contacted by ***, about *** not showing up, we were on the phone immediately with our *** rep to get the issue taken care ofEach time *** said they would have the boxes picked up the next dayWe did tell ***, and confirmed it in writing in an email to her, that she could leave the boxes on the porch and if they were damaged, taken, etcshe would not be responsible and that she did not have to keep bringing them in and out of her home
We started the process of sending out the replacement mattress to her, and we also credited the $difference back to herWe did all of this before the boxes were picked up, because of her poor experience*** states that we did not make this a priorityI assure you, as we assured her, this was a priority and we were doing everything we could to have the boxes picked up
*** sent this email to us on July 8th at 11:AM:
“I appreciate you trying to resolve this…if you in fact take care of the problem as you have stated, I will notify the Revdex.com that you have resolved the problemIf I am able to rescind the complaint I will do so.”
Then at 1:PM on July 8th, *** finally picked up the boxes from her homeI know that we cannot change her initial experience, but we will reach out to her to make sure things are right
Best,
The Christeli Team
*** ***
Upstate South Carolina
ID of ***
We definitely understand why Mr*** is frustrated that his adjustable base is having an issueThe issue he’s described is clearly a defect and is covered under our year warrantyWhen Mr*** first
called on 6/28/to make us aware of his issue, we provided him with the wrong phone number to schedule his repairWe he reached back out to our customer experience team on 7/6/16, we realized the mistake we made and apologized right awayThen we gave him the right phone number to schedule repair so he can get his adjustable base back to working properly.We never gave him the run around, but we can see how he could interpret thatWe know that we cannot change his initial warranty experience, but we will make things better!
We’re going to reach out to Mr*** today and connect him directly with the product team to make things right
Best,
The Christeli Team
Revdex.com of Upstate South Carolina
size="3">*** ***
Dear *** ***,
We strive to provide excellent customer service to our
customersWe are a transparent company, as you can see by our website, http://www.christeli.com/ Our customers, and potential customers, can go
to our website and everything they need to know about Christeli is there for
them to see, before they make a purchaseIn this case we have gone above and
beyond to assist this customer with his issueThis customer called us on April
10th stating the queen size adjustable bed base he purchased would not
fit up his stairsThe queen size mattress does fit up his stairs
Our website states the
adjustable bed bases are not returnable
•
Adjustable bases, toppers and mattress protectors are non-returnable and
non-refundable
We made an exception for this customer telling him he could
return the adjustable bed base and we would credit the cost of the adjustable
bed base minus the shipping costs, and restockingHe agreed to this on the
phoneWe also emailed this offer to himHis email response was “Thanks for
the address and the details.”
This customer also says he was told he would receive his
delivery on April 4,
His receipt, which he received by email, says “Not to be Delivered before April
4th.” It did not say to deliver on April 4th Also the recording states the same “Not to be delivered
before April 4th.” The Shipping-Delivery Information on our website
it states:
Q: How long does it take for my order to ship?A: We
ship mattresses out in business daysAfter it ships it can take a few more
days to arriveTransit time to your home will vary depending on the state we
are shipping toAdjustable bases can up take up to 2-weeks to arrive. These are estimates. We cannot
guarantee delivery times or dates
The customer says he was told
if he was not 100% satisfied he would be able to return the mattressThe
recording of the conversation clearly has the customer experience person
explaining the day trial period, with a minimum tryout period of days,
and that he can exchange it for another mattress of the same sizeHe was not
told he could return the mattress for a full refund
At no time were we unprofessional, and we would never bully a
customer into anythingWe tried to accommodate him to resolve his problem of
the adjustable bed not fitting up his stairsWe remain committed to assisting himAttached to this email is a copy of the recording of this customer's purchaseThank you very much***
Christeli Customer Service
*** ***
Dear ***, We have been trying to work with [redacted] to get his mattress back to our factory but he has been very resistant to repackaging the items or listening to our customer service representative's explanation of how to re-box the mattress He hung up on one of our customer service representatives who was trying to explain different ways to repackage the boxes We only had an exchange program in place at the time of his purchase but are allowing [redacted] a refund and we are not charging him the shipping charges we usually charge for returns All we are asking for is to have the mattress returned to our factory We can not allow a customer to keep a mattress and process a refund We need the items boxed so we can get him free shipping labels and get these items back to our factory so we can move forward with the refund process We have people return or exchange mattresses regularly and they have not had the repackaging issues that [redacted] is experiencing We state clearly in out sleep trial that it is the customer's responsibility to package up any items for return or exchange ( http://www.christeli.com/sleep-trial ) Let me give [redacted] some packaging options First, he can get boxes from any source We do not require the customer to pay for boxes Many stores will give boxes away for free or if preferred he can go to any packing/shipping store or self storage office and acquire boxes A combination of two boxes can be used for each part of the mattress, as well, provided that each box is taped together sufficiently for shipping The mattress pieces should be boxed separately and wrapped in plastic if possible to avoid damage during shipping We do not expect the mattresses to be as compactly compressed as when they arrived to him from our factory We have professionals that gently compress and roll our mattresses We do however need the boxed mattresses to measure under a girth as per our contract with Federal Express A girth is measured as follows: The length of the box + the width of the box +the width of the box + the height of the box + the height of the box = the girth of the box Examples of box measurements and how to measure the girth : L=W=H= 67+20+20+15+15= a girth of or L= W= H= 74+24+24+15+15= a girth of As you can see, the box sizes that can be used can be quite large We allow our customers freedom to use any box or boxes taped together to get the returning items back to us [redacted] should be able to get these items back into boxes with the help of a friend or family member so we can get him shipping labels We can not proceed with the refund until we have the mattress back to our factory I sincerely hope that this explanation helps [redacted] and that we can get these items returned to our factory so we can move forward with [redacted] refund Have a great day! [redacted] Christeli Mattresses
Hired [redacted] summers ago for a job at my Aunts home in Pulaki, he removed two large trees and was paid to remove stumpsDid remove the trees but had equipment problems with stump removerWas to come back and remove stumpsPaid him $400.00.after multiple phone calls he came back marked the stumps in Orange and never returnedNor did he return the dollarsHis failure to finish the job caused a broken brand new window when the yard man hit the stump with mower and propelled the wood into the windowDo not hire this manAnyone who rips off a year old woman does not deserve the business
Dear [redacted] We are currently working with [redacted] on the issues with his Queen size damaged mattress and the King size mattress he wants to return At this time of [redacted] purchase, we a only had an exchange policy in place We have since added a return policy and are extending that policy, as a courtesy, to [redacted] for the King size mattress he wishes to return A refund will be processed when we have the mattress back in our possession We are waiting for him to box up the mattress and give us box dimensions so we can get him shipping labels The damaged item is also being taken care of, in that case, we are picking up the damaged item and replacing it with a brand new mattress top We are again waiting on [redacted] to return our call to arrange piand he has also not boxed up the item as of yesterday We left him a voicemail this morning to try to get these issues resolved so we can conclude these transactions Let me know if you have any further questions Thank you, [redacted] Christeli Customer Service1- [redacted] Ext***
[redacted] Revdex.com face="Times New Roman" size="3"> Upstate South Carolina ID # [redacted] We definitely understand why [redacted] is frustrated that [redacted] has not shown up several times to pick up her boxes We truly care about ***’s experience, and we’re just as disappointed as she is with the [redacted] issue Each time we were contacted by ***, about [redacted] not showing up, we were on the phone immediately with our [redacted] rep to get the issue taken care ofEach time [redacted] said they would have the boxes picked up the next dayWe did tell ***, and confirmed it in writing in an email to her, that she could leave the boxes on the porch and if they were damaged, taken, etcshe would not be responsible and that she did not have to keep bringing them in and out of her home We started the process of sending out the replacement mattress to her, and we also credited the $difference back to herWe did all of this before the boxes were picked up, because of her poor experience [redacted] states that we did not make this a priorityI assure you, as we assured her, this was a priority and we were doing everything we could to have the boxes picked up [redacted] sent this email to us on July 8th at 11:AM: “I appreciate you trying to resolve this if you in fact take care of the problem as you have stated, I will notify the Revdex.com that you have resolved the problemIf I am able to rescind the complaint I will do so.” Then at 1:PM on July 8th, [redacted] finally picked up the boxes from her homeI know that we cannot change her initial experience, but we will reach out to her to make sure things are right Best, The Christeli Team
I am responding to claim ID # [redacted] The customer states the possible solution was a $credit on a $itemHis complete order, which includes the adjustable bed, mattress, mattress protector and headboard brackets, totaled $The adjustable bed has some fabric creases on the topThe $we offered was for this minor issueThis was as a courtesy to him, as we previously provided documentation that the order was signed for stating there was no damageWe are sending a picture, provided to us by the customer, of the adjustable bed fabric creases for you to seeAs previously stated, this does not affect the function of the bed, and the warranty is in full effectMr [redacted] can use everything he has received, but refuses to do so This customer was never lied toHe was told we would not be able to file a claim with the shipping company, because the delivery receipt was signed “Received in good condition except as noted” (nothing was noted), and the shipping company would deny the claimHe was never told a claim was filed and deniedWe would be happy to provide the recording of the conversationThank you Sincerely, Patricia Durham Customer Experience Manager
Dear ***,
We have been trying to work with *** *** to get his mattress back to our factory but he has been very resistant to repackaging the items or listening to our customer service representative's explanation of how to re-box the mattress. He hung up on one of our customer service representatives who was trying to explain different ways to repackage the boxes. We only had an exchange program in place at the time of his purchase but are allowing *** *** a refund and we are not charging him the shipping charges we usually charge for returns. All we are asking for is to have the mattress returned to our factory. We can not allow a customer to keep a mattress and process a refund.
We need the items boxed so we can get him free shipping labels and get these items back to our factory so we can move forward with the refund process. We have people return or exchange mattresses regularly and they have not had the repackaging issues that *** *** is experiencing. We state clearly in out sleep trial that it is the customer's responsibility to package up any items for return or exchange ( http://www.christeli.com/sleep-trial )
Let me give *** *** some packaging options. First, he can get boxes from any source. We do not require the customer to pay for boxes. Many stores will give boxes away for free or if preferred he can go to any packing/shipping store or self storage office and acquire boxes. A combination of two boxes can be used for each part of the mattress, as well, provided that each box is taped together sufficiently for shipping. The mattress pieces should be boxed separately and wrapped in plastic if possible to avoid damage during shipping. We do not expect the mattresses to be as compactly compressed as when they arrived to him from our factory. We have professionals that gently compress and roll our mattresses. We do however need the boxed mattresses to measure under a girth as per our contract with Federal Express. A girth is measured as follows:
The length of the box + the width of the box +the width of the box + the height of the box + the height of the box = the girth of the box
Examples of box measurements and how to measure the girth : L=W=H= 15 67+20+20+15+15= a girth of 137 or L= 74 W=24 H=15 74+24+24+15+15= a girth of
As you can see, the box sizes that can be used can be quite large. We allow our customers freedom to use any box or boxes taped together to get the returning items back to us. *** *** should be able to get these items back into boxes with the help of a friend or family member so we can get him shipping labels. We can not proceed with the refund until we have the mattress back to our factory
I sincerely hope that this explanation helps *** *** and that we can get these items returned to our factory so we can move forward with *** *** refund.
Have a great day!
***Christeli Mattresses
Great service did exactly what was in my written agreementMy tree was over my house and I was scared the damage it may causeWas very professional and did everything in a timely mannerIf it's raining which it did one day I don't expect them to come!
Dear***
We are currently working with *** *** on the issues with his Queen size damaged mattress and the King size mattress he wants to return. At this time of *** *** purchase, we a only had an exchange policy in place. We have since added a
return policy and are extending that policy, as a courtesy, to *** *** for the King size mattress he wishes to return. A refund will be processed when we have the mattress back in our possession. We are waiting for him to box up the mattress and give us box dimensions so we can get him shipping labels. The damaged item is also being taken care of, in that case, we are picking up the damaged item and replacing it with a brand new mattress top. We are again waiting on *** *** to return our call to arrange piand he has also not boxed up the item as of yesterday. We left him a voicemail this morning to try to get these issues resolved so we can conclude these transactions
Let me know if you have any further questions
Thank you,
***
Christeli Customer Service1-*** Ext***
Hired ** summers ago for a job at my Aunts home in Pulaki, he removed two large trees and was paid to remove stumpsDid remove the trees but had equipment problems with stump removerWas to come back and remove stumpsPaid him $400.00.after multiple phone calls he came back marked the stumps in Orange and never returnedNor did he return the dollarsHis failure to finish the job caused a broken brand new window when the yard man hit the stump with mower and propelled the wood into the windowDo not hire this manAnyone who rips off a year old woman does not deserve the business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
I am responding to claim ID #*** The customer states the possible solution was a $credit on a $itemHis complete order, which includes the adjustable bed, mattress, mattress protector and headboard brackets, totaled $The adjustable bed has some fabric creases on the topThe $we offered was for this minor issueThis was as a courtesy to him, as we previously provided documentation that the order was signed for stating there was no damageWe are sending a picture, provided to us by the customer, of the adjustable bed fabric creases for you to seeAs previously stated, this does not affect the function of the bed, and the warranty is in full effectMr*** can use everything he has received, but refuses to do so This customer was never lied toHe was told we would not be able to file a claim with the shipping company, because the delivery receipt was signed “Received in good condition except as noted” (nothing was noted), and the shipping company would deny the claimHe was never told a claim was filed and deniedWe would be happy to provide the recording of the conversationThank you Sincerely, Patricia Durham Customer Experience Manager
They want me to find a box of sq inches and they want me to take a king size mattress and base
Which requires people to compress mattress into a little box then go to a fed ex drop off to send this back
I can not by myself lift this mattress or compress it back into a box
What they are asking to me is not possible and is creating a hardship on me
The mattress are in the garage and I have bought replacement mattress
I need them to make arrangements to have them picked up and or provide the means to return the mattress
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,*** ***
The "possible solution" was a dollar credit on a
itemThis of course came after I was told there were no further actions that could be made, and the only reason that offer was made was because I filed a complaint with the Revdex.com, not because they had any desire to resolve the issueThat is outrageousAnd as far as their going above and beyond with me, I take it that means lie to and do nothingWhy was there no response as to why I was lied to about a claim being denied by the shipping company when they had never started one? The worst customer service I have ever experienced and would no recommend this company to my worst enemyThese people should all be ashamed of themselves claiming they strive for the best customer service
*** ***
Revdex.com
face="Times New Roman" size="3"> Upstate South Carolina
ID #***
We definitely understand why *** is frustrated that *** has not shown up several times to pick up her boxes
We truly care about ***’s experience, and we’re just as disappointed as she is with the *** issue
Each time we were contacted by ***, about *** not showing up, we were on the phone immediately with our *** rep to get the issue taken care ofEach time *** said they would have the boxes picked up the next dayWe did tell ***, and confirmed it in writing in an email to her, that she could leave the boxes on the porch and if they were damaged, taken, etcshe would not be responsible and that she did not have to keep bringing them in and out of her home
We started the process of sending out the replacement mattress to her, and we also credited the $difference back to herWe did all of this before the boxes were picked up, because of her poor experience*** states that we did not make this a priorityI assure you, as we assured her, this was a priority and we were doing everything we could to have the boxes picked up
*** sent this email to us on July 8th at 11:AM:
“I appreciate you trying to resolve this…if you in fact take care of the problem as you have stated, I will notify the Revdex.com that you have resolved the problemIf I am able to rescind the complaint I will do so.”
Then at 1:PM on July 8th, *** finally picked up the boxes from her homeI know that we cannot change her initial experience, but we will reach out to her to make sure things are right
Best,
The Christeli Team
*** ***
Upstate South Carolina
ID of ***
We definitely understand why Mr*** is frustrated that his adjustable base is having an issueThe issue he’s described is clearly a defect and is covered under our year warrantyWhen Mr*** first
called on 6/28/to make us aware of his issue, we provided him with the wrong phone number to schedule his repairWe he reached back out to our customer experience team on 7/6/16, we realized the mistake we made and apologized right awayThen we gave him the right phone number to schedule repair so he can get his adjustable base back to working properly.We never gave him the run around, but we can see how he could interpret thatWe know that we cannot change his initial warranty experience, but we will make things better!
We’re going to reach out to Mr*** today and connect him directly with the product team to make things right
Best,
The Christeli Team
Revdex.com of Upstate South Carolina
size="3">*** ***
Dear *** ***,
We strive to provide excellent customer service to our
customersWe are a transparent company, as you can see by our website, http://www.christeli.com/ Our customers, and potential customers, can go
to our website and everything they need to know about Christeli is there for
them to see, before they make a purchaseIn this case we have gone above and
beyond to assist this customer with his issueThis customer called us on April
10th stating the queen size adjustable bed base he purchased would not
fit up his stairsThe queen size mattress does fit up his stairs
Our website states the
adjustable bed bases are not returnable
•
Adjustable bases, toppers and mattress protectors are non-returnable and
non-refundable
We made an exception for this customer telling him he could
return the adjustable bed base and we would credit the cost of the adjustable
bed base minus the shipping costs, and restockingHe agreed to this on the
phoneWe also emailed this offer to himHis email response was “Thanks for
the address and the details.”
This customer also says he was told he would receive his
delivery on April 4,
His receipt, which he received by email, says “Not to be Delivered before April
4th.” It did not say to deliver on April 4th Also the recording states the same “Not to be delivered
before April 4th.” The Shipping-Delivery Information on our website
it states:
Q: How long does it take for my order to ship?A: We
ship mattresses out in business daysAfter it ships it can take a few more
days to arriveTransit time to your home will vary depending on the state we
are shipping toAdjustable bases can up take up to 2-weeks to arrive. These are estimates. We cannot
guarantee delivery times or dates
The customer says he was told
if he was not 100% satisfied he would be able to return the mattressThe
recording of the conversation clearly has the customer experience person
explaining the day trial period, with a minimum tryout period of days,
and that he can exchange it for another mattress of the same sizeHe was not
told he could return the mattress for a full refund
At no time were we unprofessional, and we would never bully a
customer into anythingWe tried to accommodate him to resolve his problem of
the adjustable bed not fitting up his stairsWe remain committed to assisting himAttached to this email is a copy of the recording of this customer's purchaseThank you very much***
Christeli Customer Service
*** ***