DJ's Tree Service

Dear [redacted],
 
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 165 girth as per our contract with Federal Express.  A 165 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=67 W=20 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 152
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

They want me to find a box of 165 sq inches and they want me to take a king size mattress and base
Which requires 2 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 of Upstate South Carolina

size="3">[redacted]
 
Dear [redacted],
 
We strive to provide excellent customer service to our
customers. We 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 purchase. In this case we have gone above and
beyond to assist this customer with his issue. This customer called us on April
10th stating the queen size adjustable bed base he purchased would not
fit up his stairs. The 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 restocking. He agreed to this on the
phone. We also emailed this offer to him. His 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, 2015.
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 5 business days. After it ships it can take a few more
days to arrive. Transit time to your home will vary depending on the state we
are shipping to. Adjustable bases can up take up to 2-3 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 mattress. The
recording of the conversation clearly has the customer experience person
explaining the 40 day trial period, with a minimum tryout period of 30 days,
and that he can exchange it for another mattress of the same size. He 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 anything. We tried to accommodate him to resolve his problem of
the adjustable bed not fitting up his stairs. We remain committed to assisting him.
Attached to this email is a copy of the recording of this customer's purchase. Thank you very much.
[redacted]
Christeli Customer Service
[redacted]

[redacted]
Upstate South Carolina
ID of [redacted]
We definitely understand why Mr. [redacted] is frustrated that his adjustable base is having an issue. The issue he’s described is clearly a defect and is covered under our 20 year warranty.
When Mr. [redacted] first...

called on 6/28/16 to make us aware of his issue, we provided him with the wrong phone number to schedule his repair. We he reached back out to our customer experience team on 7/6/16, we realized the mistake we made and apologized right away. Then 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 that. We know that we cannot change his initial warranty experience, but we will make things better!
We’re going to reach out to Mr. [redacted] today and connect him directly with the product team to make things right.

Best,
The Christeli Team

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 pick-up and 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]

I am responding to claim ID #[redacted].   The customer states the possible solution was a $100 credit on a $2300.00 item. His complete order, which includes the adjustable bed, mattress, mattress protector and headboard brackets, totaled $2283.28. The adjustable bed has some fabric creases on the top. The $100 we offered was for this minor issue. This was as a courtesy to him, as we previously provided documentation that the order was signed for stating there was no damage. We are sending a picture, provided to us by the customer, of the adjustable bed fabric creases for you to see. As previously stated, this does not affect the function of the bed, and the warranty is in full effect. Mr. [redacted] can use everything he has received, but refuses to do so.   This customer was never lied to. He 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 claim. He was never told a claim was filed and denied. We would be happy to provide the recording of the conversation. Thank you.     Sincerely,         Patricia Durham Customer Experience Manager

[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 [redacted]’s experience, and we’re just as disappointed as she is with the [redacted] issue.
 
Each time we were contacted by [redacted], about [redacted] not showing up, we were on the phone immediately with our [redacted] rep to get the issue taken care of. Each time [redacted] said they would have the boxes picked up the next day. We did tell [redacted], 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, etc. she 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 $700 difference back to her. We did all of this before the boxes were picked up, because of her poor experience. [redacted] states that we did not make this a priority. I 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 11:19 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 problem. If I am able to rescind the complaint I will do so.”
 
Then at 1:07 PM on July 8th, [redacted] finally picked up the boxes from her home. I 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

Review: I hired DJ Lucas Two years ago to remove two trees, stumps, reseed the grass and cover with straw. The job was for my 87 year old Aunt. Mr. Lucas did remove the trees and brush but was having mechanical issues with his stump removal equipment. He promised to return in a few days and finish the job. He was paid in full $1200.00. Four hundred of the was for stump removal. I have made multiple phone calls to him and he always promises to come finish the job. To date he has not returned. I do have a written contract with him. Subsequently, my Aunt has passed away and the house is on the market to sale. To add insult to injury while the yard was being mowed a piece from the stump was propelled into the brand new window and now needs to be replaced.I have asked Mr. Lucas to complete the job or return the four hundred dollars . I have had no luck in either case.Desired Settlement: At this point I would prefer to be reimbursed the $ 400.00 so I can hire someone else to finish this job. The property is at [redacted]

Great service did exactly what was in my written agreement. My tree was over my house and I was scared the damage it may cause. Was very professional and did everything in a timely manner. If it's raining which it did one day I don't expect them to come!

Hired ** 2 summers ago for a job at my Aunts home in Pulaki, he removed two large trees and was paid to remove stumps. Did remove the trees but had equipment problems with stump remover. Was to come back and remove stumps. Paid him $400.00.after multiple phone calls he came back marked the stumps in Orange and never returned. Nor did he return the 400 dollars. His 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 window. Do not hire this man. Anyone who rips off a 89 year old woman does not deserve the business.