I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Upon contacting the finance company myself, to see if this was standard operating services with this business, they were completely unaware of this. They had no idea that this was standard for the mattress store to operate this way and would look into it themselves. The finance company, themselves, told my husband to contact them, only when the bed arrived. My husband will be freely willing to admit that he did call me and was very concerned that this company put him in this position to call the finance company before hand. Why, would the finance company themselves, tell my husband to call them directly when our bed arrived. They seemed more concerned about our satisfaction with our purchase.
Regards,
[redacted]
This Letter is in response to the claim of [redacted] # 1[redacted]. Mrs. [redacted] was wrongfully contacted a week before her order came in, and was told she would have her product. Once the mistake was realized, I the store manager, called to apologize to her and to offer her a 10% refund back on her invoice. Mrs. [redacted] asked if we could work out delivery in exchange for the 10% which I agreed to do. Our delivery guys en route to Mrs. [redacted] realized they had the wrong address on the invoice and attempted to call her. After 3 attempts, and about 45 minutes, the guys brought her mattress set back to the store. I spoke with her the next day and explained the situation. I also said we could deliver again on our next delivery day, we only deliver on Wednesdays. Mrs. [redacted] refused to accept our offer and was very rude on the phone, even having her grandson call and cuss me over the phone. My attempts to satisfy her were unsuccessful.
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom it May concern:
This is anything but closed!! To date 3/17/2014 NO REFUND has been received or sent. If that is the case I would like to know the check number and where it was sent. We have never received anything from them and would be more than happy to pick up a check. Actually, at this point we continue to let patrons know of deceptive behavior and questionable business ethics. There are several others in the county who have voiced similar complaints.
If Revdex.com has in face reviewed this how do we received the so called refund issued??
Mrs. [redacted] did experience delays in getting her mattress set in, she was offered a full refund. She chose to give it another week. Unfortunately, we experienced more delays in receiving some of our products as the vendor may bump our smaller orders when larger companies fill up the trucks....
We again offered her a full refund. Mrs. [redacted] requested that we refund her cards rather than waiting for a check. We have refunded her purchase in full.
It is my understanding that Mrs. [redacted] has filed a complaint of having to lie to our finance company. Our orders are to be placed as paid in full orders. Our finance company will not fund us until the customer receives the product. This was explained in specific detail to Mr. [redacted] Our typical orders also will take 7-14 business days to deliver. Mr. [redacted] wanted his product before that deadline. Our only option at this point was for him to sign the agreement that his order had been delivered. Mr. [redacted] chose the option of signing the receipt of goods, and received his product on the day specified. Under no circumstance was Mr. [redacted] pressured to do anything he did not wish to do. The Product was delivered as promised on the date requested. Our Invoice clearly states on the bottom that we can designate a day for delivery, but, not a specific time as we have multiple deliveries and delays may occur. Mr. [redacted] requested a delivery for after 3 p.m. Mrs. [redacted] was however told that we would deliver by 6 p.m. She then filed a complaint with the Revdex.com at 6:08 p.m. stating that we had yet to deliver, and then falsified her report by stating that our delivery guys had told her that the truck had not broken down. Neither of our delivery guys gave her such a statement, I am also able to get receipts for the truck breaking down in Harrisonburg, VA on the date in question. This claim is completely and 100% erroneous. If somehow Mrs. [redacted] feels as if she was wronged in her situation, I would like to know how? We gave them a price of about half of what they would pay for the same caliber mattress elsewhere, and delivered on the requested date.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I bought the mattresses, the Owner ([redacted]) said they would take care of any warranty issues himself. Also, after getting no help from Sleep Pros and [redacted] (the owner), I did get in contact with the Mattress maker, and they said that all claims go through the store you purchased them at. I owned these Mattresses for less than 1 year when I started making the complaints, and the store owner promised to take a look at the mattresses to make it right. After multiple emails, and no returned phone calls and multiple store visits, the retailer gives you nothing except for broken promises. They promised to deliver the Mattresses, but after you paid them, they wouldst deliver the mattress. I had to arrange for someone else to pick them up. They said they would get rid of the old Mattress, again, they would never pick them up.
Does the retailer really expect me to drive the mattresses to the manufacturer? There is no place in the store does it state NO RETURNS, or Warranty not honored here. There is no place in the store or on the receipt is, that you have to return the mattress to the manufacture if you have any warranty issues.
Regards,
[redacted]
I am responding to your letter referencing Mr. [redacted]. Upon ordering the merchandise for Mr. [redacted], we were told the product was on back order. We updated Mr. [redacted] with each update we had. The product had been damaged in the shipping process. We gave Mr. [redacted] the option to wait for...
another shipment, or we would refund him entirely. Mr. [redacted] chose the refund, which has been issued. This matter should have been closed as of February 24, 2014
Sincerely,
[redacted]
Sleep Pros USA
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Should this have been my personal account, I would have asked for the return of this non-cooling, cooling bed that you sell that is fraudulent. That is the one reason we bought it, but, again, it doesn't work. This is my husbands account, not mine so we both know I can't make that decision. I will be more than happy though to share the content of your lack of confidence with your financial company with them, as I have saved all copies of these emails. I am sure they will like the one where you expressed that you have your customers lie to them, just in order to guarantee payment.
I consider this matter closed.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My complaint is why did we have to notify the fiance company, two days before we received the bed. We had to lie to a finance company that we had received the bed, when we did not. The truck didn't break down, I spoke to the guys that delivered it. I want to know how a company, can tell a customer to lie to a fiance company. That is no way to run a business
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I still have not received my refund.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We accept your offer to take the mattress back and give us a full refund. We will need to have it picked up and we would like our refund at that time. Please let me know a date and time you can pick up the mattress.
Regards,
[redacted]
I am responding to your letter referencing a warranty claim issue in the assigned ID of [redacted]. I spoke with the customer personally. I explained to the customer that Sleep Pros USA is a third party vendor and all warranty issues are handled by the manufacturer. Sleep Pros USA does issue a...
thirty day comfort exchange to allow for full customer satisfaction. Outside of the thirty days of receiving the product, the customer must deal with the manufacturer. The customer explained to me that he had contacted the manufacturer and that his claim had been denied. We are indeed sorry for the inconvenience, however, the problem is with the manufacturer and not Sleep Pros USA.
Sincerely,
[redacted]
Sleep Pros USA
Once again I would like to express my apology in regards to the current situation. The mattress is under warranty by the manufacturer. All products sold by us are under manufacturer warranty, The law tag on the sleep set will indicate that it is a manufacturers warranty. Sleep Pros USA is a third party vendor, and therefore can not and do not provide any type of warranty beyond a thirty day comfort exchange. Symbol has received and rejected the claim for the mattress in question. I have requested information on this case from symbol as to why the mattress was rejected, however, I have yet to receive a response. Outside of offering a discount on another set, we are unable to further assist.
the only paper I have is my invoice dated 8/04/2014 the day I paid for the mattress. I got many phone calls saying it was here, then they would call back and say it was not here. then finally they said they would deliver it on Wed. 9/04/2014. Well I never left the house. and they said they...
tried too and I wasn't home. They lied to me all of August so I paid a guy fifty dollars to pick it up. They WOULD not pay it back for me after saying they would get it to me for free.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Upon contacting the finance company myself, to see if this was standard operating services with this business, they were completely unaware of this. They had no idea that this was standard for the mattress store to operate this way and would look into it themselves. The finance company, themselves, told my husband to contact them, only when the bed arrived. My husband will be freely willing to admit that he did call me and was very concerned that this company put him in this position to call the finance company before hand. Why, would the finance company themselves, tell my husband to call them directly when our bed arrived. They seemed more concerned about our satisfaction with our purchase.
Regards,
[redacted]
This Letter is in response to the claim of [redacted] # 1[redacted]. Mrs. [redacted] was wrongfully contacted a week before her order came in, and was told she would have her product. Once the mistake was realized, I the store manager, called to apologize to her and to offer her a 10% refund back on her invoice. Mrs. [redacted] asked if we could work out delivery in exchange for the 10% which I agreed to do. Our delivery guys en route to Mrs. [redacted] realized they had the wrong address on the invoice and attempted to call her. After 3 attempts, and about 45 minutes, the guys brought her mattress set back to the store. I spoke with her the next day and explained the situation. I also said we could deliver again on our next delivery day, we only deliver on Wednesdays. Mrs. [redacted] refused to accept our offer and was very rude on the phone, even having her grandson call and cuss me over the phone. My attempts to satisfy her were unsuccessful.
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom it May concern:
This is anything but closed!! To date 3/17/2014 NO REFUND has been received or sent. If that is the case I would like to know the check number and where it was sent. We have never received anything from them and would be more than happy to pick up a check. Actually, at this point we continue to let patrons know of deceptive behavior and questionable business ethics. There are several others in the county who have voiced similar complaints.
If Revdex.com has in face reviewed this how do we received the so called refund issued??
[redacted]-[redacted]
Mrs. [redacted] did experience delays in getting her mattress set in, she was offered a full refund. She chose to give it another week. Unfortunately, we experienced more delays in receiving some of our products as the vendor may bump our smaller orders when larger companies fill up the trucks....
We again offered her a full refund. Mrs. [redacted] requested that we refund her cards rather than waiting for a check. We have refunded her purchase in full.
At this time, I have not been contacted by SLEEP Pros USA regarding complaint ID [redacted]
Regards,
[redacted]
It is my understanding that Mrs. [redacted] has filed a complaint of having to lie to our finance company. Our orders are to be placed as paid in full orders. Our finance company will not fund us until the customer receives the product. This was explained in specific detail to Mr. [redacted] Our typical orders also will take 7-14 business days to deliver. Mr. [redacted] wanted his product before that deadline. Our only option at this point was for him to sign the agreement that his order had been delivered. Mr. [redacted] chose the option of signing the receipt of goods, and received his product on the day specified. Under no circumstance was Mr. [redacted] pressured to do anything he did not wish to do. The Product was delivered as promised on the date requested. Our Invoice clearly states on the bottom that we can designate a day for delivery, but, not a specific time as we have multiple deliveries and delays may occur. Mr. [redacted] requested a delivery for after 3 p.m. Mrs. [redacted] was however told that we would deliver by 6 p.m. She then filed a complaint with the Revdex.com at 6:08 p.m. stating that we had yet to deliver, and then falsified her report by stating that our delivery guys had told her that the truck had not broken down. Neither of our delivery guys gave her such a statement, I am also able to get receipts for the truck breaking down in Harrisonburg, VA on the date in question. This claim is completely and 100% erroneous. If somehow Mrs. [redacted] feels as if she was wronged in her situation, I would like to know how? We gave them a price of about half of what they would pay for the same caliber mattress elsewhere, and delivered on the requested date.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I bought the mattresses, the Owner ([redacted]) said they would take care of any warranty issues himself. Also, after getting no help from Sleep Pros and [redacted] (the owner), I did get in contact with the Mattress maker, and they said that all claims go through the store you purchased them at. I owned these Mattresses for less than 1 year when I started making the complaints, and the store owner promised to take a look at the mattresses to make it right. After multiple emails, and no returned phone calls and multiple store visits, the retailer gives you nothing except for broken promises. They promised to deliver the Mattresses, but after you paid them, they wouldst deliver the mattress. I had to arrange for someone else to pick them up. They said they would get rid of the old Mattress, again, they would never pick them up.
Does the retailer really expect me to drive the mattresses to the manufacturer? There is no place in the store does it state NO RETURNS, or Warranty not honored here. There is no place in the store or on the receipt is, that you have to return the mattress to the manufacture if you have any warranty issues.
Regards,
[redacted]
I am responding to your letter referencing Mr. [redacted]. Upon ordering the merchandise for Mr. [redacted], we were told the product was on back order. We updated Mr. [redacted] with each update we had. The product had been damaged in the shipping process. We gave Mr. [redacted] the option to wait for...
another shipment, or we would refund him entirely. Mr. [redacted] chose the refund, which has been issued. This matter should have been closed as of February 24, 2014
Sincerely,
[redacted]
Sleep Pros USA
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Should this have been my personal account, I would have asked for the return of this non-cooling, cooling bed that you sell that is fraudulent. That is the one reason we bought it, but, again, it doesn't work. This is my husbands account, not mine so we both know I can't make that decision. I will be more than happy though to share the content of your lack of confidence with your financial company with them, as I have saved all copies of these emails. I am sure they will like the one where you expressed that you have your customers lie to them, just in order to guarantee payment.
I consider this matter closed.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My complaint is why did we have to notify the fiance company, two days before we received the bed. We had to lie to a finance company that we had received the bed, when we did not. The truck didn't break down, I spoke to the guys that delivered it. I want to know how a company, can tell a customer to lie to a fiance company. That is no way to run a business
Refund requested has been made, and check cashed by Customer!Sleep Pros, LLC
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I still have not received my refund.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We accept your offer to take the mattress back and give us a full refund. We will need to have it picked up and we would like our refund at that time. Please let me know a date and time you can pick up the mattress.
Regards,
[redacted]
I am responding to your letter referencing a warranty claim issue in the assigned ID of [redacted]. I spoke with the customer personally. I explained to the customer that Sleep Pros USA is a third party vendor and all warranty issues are handled by the manufacturer. Sleep Pros USA does issue a...
thirty day comfort exchange to allow for full customer satisfaction. Outside of the thirty days of receiving the product, the customer must deal with the manufacturer. The customer explained to me that he had contacted the manufacturer and that his claim had been denied. We are indeed sorry for the inconvenience, however, the problem is with the manufacturer and not Sleep Pros USA.
Sincerely,
[redacted]
Sleep Pros USA
Once again I would like to express my apology in regards to the current situation. The mattress is under warranty by the manufacturer. All products sold by us are under manufacturer warranty, The law tag on the sleep set will indicate that it is a manufacturers warranty. Sleep Pros USA is a third party vendor, and therefore can not and do not provide any type of warranty beyond a thirty day comfort exchange. Symbol has received and rejected the claim for the mattress in question. I have requested information on this case from symbol as to why the mattress was rejected, however, I have yet to receive a response. Outside of offering a discount on another set, we are unable to further assist.
[redacted]
Sleep Pros USA
Business did not respond but consumer stated she has received her full refund.
the only paper I have is my invoice dated 8/04/2014 the day I paid for the mattress. I got many phone calls saying it was here, then they would call back and say it was not here. then finally they said they would deliver it on Wed. 9/04/2014. Well I never left the house. and they said they...
tried too and I wasn't home. They lied to me all of August so I paid a guy fifty dollars to pick it up. They WOULD not pay it back for me after saying they would get it to me for free.
Thanks.
[redacted]
Business sent copy of check sent to the consumer