Enso Sleep Systems

TO: Revdex.com in Greensboro, NCRef: ID [redacted] [redacted] To whom it may concern: We researched this information and realized the error that was madeWe have ordered the remaining Free Memory Foam pillows for Mr [redacted] based on the number of Enso mattresses that he purchased from [redacted] The pillows should ship out of our North Carolina warehouse by Friday, August 18, We appreciate that this was brought to our attention, and we apologize for the error and any inconvenience that this has causedSincerely, Cindy P***Supervisor of Consumer RelationsKlaussner Home Furnishings [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2016/06/15) */ I called the retail store, [redacted] June 15, They said that this issue has been resolved now Mr [redacted] needs to contact [redacted] to receive either a credit to reselect or to receive a refund [redacted] Furniture will work with Mr [redacted] on this matter Enso Sleep apologizes for the length of time that it took to resolve this issueWe do require the proper pictures and documentation to determine if a mattress meets the requirements to be considered defectiveSometimes this takes time Thank you for your correspondence allowing us to address this concern Best regards, Cindy P [redacted] - Supervisor of Consumer Relations Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/01/12) */
From: cindy p***
Sent: Tuesday, January 12, XXXX X:XX PM
To: 'Revdex.com'
Subject: Case # XXXXXXXX : Ms*** ***
Dear *** ***
This is regarding Case # XXXXXXXX : Ms*** ***I was unable to enter a
response on your website
I have been trying to reach *** *** since Friday, January 8, when this correspondence was given to me
The phone calls are forwarded to her voicemail; however I am unable to leave a message because her voicemail box is full
Could you please request another phone number or perhaps an email address so I can communicate with Ms***?
Thank you,
Cindy P*** Supervisor of Consumer Relations & Parts Order Entry Dept
Klaussner Home Furnishings
*** *** ** / Asheboro, NC XXXXX
Ph XXX-XXX-XXXX / fx XXX-XXX-XXXX

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it. MsP*** and I have been communicating back and forth with regard to this situationWe are working together towards a solution and hopefully will reach an mutually acceptable solution

January 23, TO: Revdex.com of North Carolina Revdex.com Dispute Resolution Team *** Re: Ms*** *** *** * *** *** ** Wayland, IA *** Dear Revdex.com Dispute Resolution Team, I could not send a reply through your old portal and I did not receive an email from anyone giving me information on how to submit a reply through your new link I have been in contact with Ms*** *** and have talked again to the retail dealer, *** ***Ms*** has sent pictures to me and we are attempting to come up with a resolution for herIf the mattress is defective we will stand behind the warrantyIn regards to the deep pocket sheets, the mattress is ten inches (10”); therefore “deep-pocket” sheets are probably not needed for this size of mattress Thank you Sincerely, Cindy P***

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree on amtof overhang; clearly longer and wider than 1/2"I wouldn't bother w/this if it was so minorHowever, this is no small tolerance; it does not give me a good sleep experience & you should honor thisWhat happened to customer satisfaction? Why do my deep pocket full size sheets not fit this mattress?

We contacted [redacted] in Mt. Pleasant, IA to confirm the type of mattress that Ms. [redacted] purchased and to inquire about the issues that she is having.
[redacted] said that they inspected the mattress and there is an overhang of one-half (1/2") inch. All Enso mattresses that they sell...

have a one-half (1/2") inch overhang. This is an allowable standard tolerance.
The mattress that Ms. [redacted] purchased is a Dreamweaver full size. We have had the Dreamweaver in our line since year 2010. The Dreamweaver remains a top selling mattress for us.
If any defects are found, we will work with [redacted] to resolve them.
Sincerely,
Cindy P[redacted]
Consumer Relations Supervisor

Initial Business Response /* (1000, 6, 2016/06/15) */
I called the retail store, [redacted] June 15, 2016. They said that this issue has been resolved now.
Mr. [redacted] needs to contact [redacted] to receive either a credit to reselect or to receive a refund. [redacted] Furniture will...

work with Mr. [redacted] on this matter.
Enso Sleep apologizes for the length of time that it took to resolve this issue. We do require the proper pictures and documentation to determine if a mattress meets the requirements to be considered defective. Sometimes this takes time.
Thank you for your correspondence allowing us to address this concern.
Best regards,
Cindy P[redacted] - Supervisor of Consumer Relations
Initial Consumer Rebuttal /* (2000, 8, 2016/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/09/06) */
In reference to Case [redacted] we at Enso Sleep (Klaussner) received the correspondence from the Revdex.com on 8/29/2016 by mail.
Cindy P[redacted] called[redacted] on 9/1/2016 and left a message at 12 noon, asking for a...

return call.
Mr. [redacted] did return the call; however he had to leave a message.
At 3:25 pm on the same day Cindy called him again and left another message. No return call.
On 9/6/2016 Cindy called at[redacted] at 5:09 pm, leaving another message....asking if the issue has been resolved.
It is 6:15 pm that this response is being written. Unfortunately, I have not heard back from him.
I will be happy to address this concern with him and help to resolve this problem if he still needs our assistance. I can be reached at [redacted] during normal business hours 8:00 am - 5:00 pm Monday - Friday. I will be out of the office on Friday, September 9, 2016.
Sincerely,
Cindy P[redacted]
Consumer Relations Supervisor

TO:      Revdex.com in Greensboro, NCRef:      ID [redacted]    [redacted]
[redacted]   To whom it may concern: We researched this information and realized the error that was made. We have...

ordered the remaining Free Memory Foam pillows for Mr. [redacted] based on the number of Enso mattresses that he purchased from [redacted]. The pillows should ship out of our North Carolina warehouse by Friday, August 18, 2017. We appreciate that this was brought to our attention, and we apologize for the error and any inconvenience that this has caused. Sincerely, Cindy P[redacted]Supervisor of Consumer RelationsKlaussner Home Furnishings[redacted]