Dream Soft Bedware, LLC

Complaint: [redacted] I am rejecting this response because:1st - The call center personnel confirmed that I ordered the correct size sheet when I called to inquire why, days after ordering the product, it had not shippedThe call center indicated that they would forward the concern to customer service and that I should receive a call within hoursI did not receive a call, instead I received an e-mail approximately hours later informing me that the item had shippedUpon arrival it was discovered that they were the wrong sizeAGAIN, I was assured by the call center staff that I had ordered the correct size.2nd - The fact the the call center staff does not have access to the order system and therefore the call center agent made a mistake is not my concernPerhaps the company would benefit from allowing call center personnel access to the ordering system in the future to avoid such mistakes.3rd - The company has sent me an e-mail indicating that they would be happy to send me an RA label were I to consider amending my comments on Revdex.com and Google reviewsI replied to the e-mail asking them to please send me the RA label ASAP so that I may return the merchandise and process the returnTo date, they have failed to do so as I refuse to amend my commentsTherefore, in my opinion, they are committing EXTORTIONPlease see the e-mail below for evidence of my claim.Dream Soft Bedwareviayahoo.comOct (days ago)tomeHello - as promised, we listened to the initial call when you inquired about the shipping timeline To review the timeline of events: You placed the order online for a CalifKing set (not Split CalifKing as you needed) The order was processed by us as a CalifKing, as it came in to us You did not see or review your Order Confirmation Email so you did not know that you ordered the wrong size That was the initial error When you called in to inquire about the shipping timeline, you mentioned Split CalifKing as the size you needed The call center agents do not have access to our order system so she was trying to help you to determine how long the shipping lead time was for the product you ordered (To reiterate, the call center folks are order takers mostly, and process issues and forward them to us for handling, but they are not part of our company) Since she did not have access to our order system, she could not confirm the order you placed, only that whatever the item was that you did order, would normally ship within 4-days The escalation was then forwarded to us - she said you would be contacted by us within hours We did contact you via email with an order update but I believe you indicated you did not receive that email either? Since you did not receive either the Order Confirmation email or the other emails we sent regarding this matter, you did not see the error in the order, and thus it shipped as CalifKing As mentioned, the Split CalifKing set is $219.99, not $ We are sorry you did not notice this initially - it certainly would have been corrected before shipping had we been notified there was an error with the initial order We've noted you posted negative reviews on [redacted] and Revdex.com We wish to point out that we have currently a 100% positive rating on Amazon and stars (out of 5) on [redacted] Shopping/Bizrate We take pride in offering excellent customer service, and will correct any mistakes we make We're sorry that you assumed the call center agent had access to your order online - I can see how you would think that and we have addressed this issue with the call center for better training purposes Agent could have been more clear with you that she was not confirming your order but was forwarding it to us for further clarification (which we did follow up on) Please consider removing or amending your Google and Revdex.com feedback and we'll be happy to send you a return label Thank you again and sorry for any misunderstanding along the way Sincerely, [redacted] ***

We respectfully disagree with customer The order was placed online for a CalifKing sheet set At no time did customer review their order confirmation email to notice that it was not the "Split" CalifKing set they wanted We advised customer the Split CalifKing set on our site is $vsthe CalifKing set at $ We also followed up with a confirmation email after customer called the call center asking when item would be shipping (at that point the order had already processed as CalifKing at the warehouse) And lastly, when we sent the shipping confirmation email, the size was also not noted to be wrong (and customer did not reach out to say it was incorrect at any point) Three different emails were sent to confirm the order showing the size to be CalifKing (and not Split CalifKing) That being said, we gave return instructions to return the opened sheets (we do not normally take returns of opened sheets per posted policy and are thus making an exception) We offered to make the exchange for the correct size at the "same" price as the original order but customer chose to not go that route We have issued return instructions for the customer to use to return this set even though it has been opened and is not resellable As an aside, our Amazon seller rating is currently at 100% and our Google Shopping/Bizrate score is (out of 5) Customer service is important to us and we feel we have more than accommodated this customer and are sorry he did not notice the order was not correctly placed before it shipped out

Refund was issued on 11/14: Exp5/Charged Credited

Complaint: I am rejecting this response because:To date, no refund has posted to my account Sincerely, [redacted] ***

Complaint: ***I am rejecting this response because: While I appreciate that Dreamsoft Bedware is apparently working on getting this matter resolved, I am still awaiting notification from PayPal that my refund payment has actually been approved by and received from the merchant's bank. Sincerely,*** ***

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
Sincerely,
*** ***

The partial refund was already explained previously to customer - it was with regard to a discount adjustment on a partial return. The PayPal issue is a glitch we do not understand and we have contacted PayPal regarding the matter. We have no other pending PayPal refund statuses - not
sure why this one is pending. We will get it resolved on Monday if it does not clear on its own before then. Thank you

We have emailed PayPal today for an explanation. Again, no other refunds are pending/holding from this time period. Either way, your refund will be processed - we can apply it either by sending a check or you can give us a cc card - if this does not clear in the next day or two, we will suggest going to back up plan

Complaint: [redacted]I am rejecting this response because: I am only contesting the $49.00 partial refund that the merchant, Dream Soft Bedware, had originally AGREED TO REFUND me for my return of their merchandise. The problem I am having with Dream Soft Bedware is that their refund payment to my PayPal account was DECLINED by the merchant's bank. I have contacted PayPal today, March 14, and they state that they are STILL awaiting the $49.00 refund payment from Dream Soft Bedware's bank. According to PayPal, there is no "glitch" -- this is a failure on the part of Dream Soft Bedware's bank account to make good on its refund to me.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:1st - The call center personnel confirmed that I ordered the correct size sheet when I called to inquire why, 10 days after ordering the product, it had not shipped. The call center indicated that they would forward the concern to customer service and that I should receive a call within 24 hours. I did not receive a call, instead I received an e-mail approximately 36 hours later informing me that the item had shipped. Upon arrival it was discovered that they were the wrong size. AGAIN, I was assured by the call center staff that I had ordered the correct size.2nd - The fact the the call center staff does not have access to the order system and therefore the call center agent made a mistake is not my concern. Perhaps the company would benefit from allowing call center personnel access to the ordering system in the future to avoid such mistakes.3rd - The company has sent me an e-mail indicating that they would  be happy to send me an RA label were I to consider amending my comments on Revdex.com and Google reviews. I replied to the e-mail asking them to please send me the RA label ASAP so that I may return the merchandise and process the return. To date, they have failed to do so as I refuse to amend my comments. Therefore, in my opinion, they are committing EXTORTION. Please see the e-mail below for evidence of my claim.Dream Soft Bedwareviayahoo.comOct 31 (2 days ago)tomeHello - as promised, we listened to the initial call when you inquired about the shipping timeline.   To review the timeline of events:  You placed the order online for a Calif. King set (not Split Calif. King as you needed).  The order was processed by us as a Calif. King, as it came in to us.  You did not see or review your Order Confirmation Email so you did not know that you ordered the wrong size.  That was the initial error.  When you called in to inquire about the shipping timeline, you mentioned Split Calif. King as the size you needed.  The call center agents do not have access to our order system so she was trying to help you to determine how long the shipping lead time was for the product you ordered.  (To reiterate, the call center folks are order takers mostly, and process issues and forward them to us for handling, but they are not part of our company).  Since she did not have access to our order system, she could not confirm the order you placed, only that whatever the item was that you did order, would normally ship within 4-5 days.  The escalation was then forwarded to us - she said you would be contacted by us within 24 hours.  We did contact you via email with an order update but I believe you indicated you did not receive that email either?  Since you did not receive either the Order Confirmation email or the other emails we sent regarding this matter, you did not see the error in the order, and thus it shipped as Calif. King.  As mentioned, the Split Calif. King set is $219.99, not $189.99.  We are sorry you did not notice this initially - it certainly would have been corrected before shipping had we been notified there was an error with the initial order.  We've noted you posted negative reviews on [redacted] and Revdex.com.  We wish to point out that we have currently a 100% positive rating on Amazon and 4.6 stars (out of 5) on [redacted] Shopping/Bizrate.  We take pride in offering excellent customer service, and will correct any mistakes we make.   We're sorry that you assumed the call center agent had access to your order online - I can see how you would think that and we have addressed this issue with the call center for better training purposes.  Agent could have been more clear with you that she was not confirming your order but was forwarding it to us for further clarification (which we did follow up on).  Please consider removing or amending your Google and Revdex.com feedback and we'll be happy to send you a return label.  Thank you again and sorry for any misunderstanding along the way.  
Sincerely,
[redacted]

Complaint: 12473570
I am rejecting this response because:To date, no refund has posted to my account.
Sincerely,
[redacted]

Refund was issued on 11/14: Exp. 5/2020 Charged 183.98 Credited 183.98

We respectfully disagree with customer.  The order was placed online for a Calif. King sheet set.  At no time did customer review their order confirmation email to notice that it was not the "Split" Calif. King set they wanted.   We advised customer the Split Calif. King set on...

our site is $219.99 vs. the Calif. King set at $189.99.   We also followed up with a confirmation email after customer called the call center asking when item would be shipping (at that point the order had already processed as Calif. King at the  warehouse).  And lastly, when we sent the shipping confirmation email, the size was also not noted to be wrong (and customer did not reach out to say it was incorrect at any point).   Three different emails were sent to confirm the order showing the size to be Calif. King (and not Split Calif. King).  That being said, we gave return instructions to return the opened sheets (we do not normally take returns of opened sheets per posted policy and are thus making an exception).  We offered to make the exchange for the correct size at the "same" price as the original order but customer chose to not go that route.    We have issued return instructions for the customer to use to return this set even though it has been opened and is not resellable.  As an aside, our Amazon seller rating is currently at 100% and our Google Shopping/Bizrate score is 4.6 (out of 5).  Customer service is important to us and we feel we have more than accommodated this customer and are sorry he did not notice the order was not correctly placed before it shipped out.