Hybrid-Nation Sleep Science

Its unfortunate that [redacted] wants to cancelThe [redacted] strikes have caused havoc for many companies in multiple industries in the USThis caused a delay in the arrival of materials used to fabricate productsI corresponded with authorized user on the accountShe requested to cancel despite the fact that item is ready to ship(Email communication was sent to customer advising of shipping delaysWe were proactive in making contact to inform)Typically this is not permittedHowever, I did receive approval for this particular case[redacted] has been refundedThe credit voucher is attached

On October 3,Mr& Mrs [redacted] purchased a sleep system in the amount of $The ***’s placed an initial deposit in the amount of $1628.50, which is 25% of their purchase25% down is required as a deposit because all of our products are custom made or special ordersThe 25% is required to start the production processIt is the minimum allow to be placed as a deposit because there is a 25% cancellation fee on all canceled ordersOur sales agreement, signed by [redacted] ***, clearly states ALL SALES ARE FINALAdditionally, the agreement clearly states that Special orders, custom orders and orders that have already shipped are noncancellable and non-refundableTheir purchase qualifies as a: sale and is final, as well as a special order, meaning an order not readily available to the public made by special request of the customerNOT ONLY DID Mrs [redacted] agree to this but she signed paperwork on occasions (sales agreement and credit card receipt) that clearly stated her return options and the terms of the agreementTherefore Mr& Mrs [redacted] have the option to cancelThey have exercised that optionHowever they are not entitled to a refund of their depositI believe Mrs [redacted] thought she was protected by the hour right to rescission law for in home purchasesMrs [redacted] fails to understand that through our sales agreement she has waived her right to exercise that optionIn effort to prevent the ***’s from forfeiting the $used as a deposit, lam willing to make a onetime offerto reopen their account and fulfill their order so that no money is lost We have already delivered to their areaThey would have received their order by nowMrs [redacted] did call and speak to her salesperson, requested to cancel, and agreed she was aware of the cancelation policyThis is a special order which means technically we don’t have to honor the attempt to cancel and could pursue litigation to satisfy the terms of the agreementHowever we have allowed them to cancel their order If you have any other questions please feel free to contact me directly [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowConsumer Rebuttal Case ID [redacted] I have checked with [redacted] Financial and I have no balance, which means my order has been cancelled by Hybrid Nation as has the [redacted] for the bed per my requestThere is still the matter of the $***ged to my credit card for the state tax I paid on this mattressWhen will that amount be credited back to my Visa card? When the $in tax is credited back to my Visa account, this complaint can be closed as “resolved.” Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Nick was an independent contractor as MrW [redacted] claims it has no bearing on this matter He was representing Hybrid Nation and was bound by his "contract" with themMaybe the US Department of Labor needs to look at this "contract" to see if fraudulent methods are condoned in this "contract" As far as the vacation package is concerned I agree, and have from the beginning, that MrW [redacted] attempted to placate us by offering two night cruises instead of the week cruise promisedMy issue was not with the taxes as a whole, but that the taxes on these short jaunts were more than the cruise could be bought for outrightI know these charges were not under MrW [redacted] control which is why we let the matter go The reason for mentioning the cruise is to show that this company does not stand behind the sales contracts their employees make I have no knowledge of this other party MrW [redacted] mentions in his response I have looked over my contract and that name does not appear anywhere that I can seePerhaps he is the President or CEO of Hybrid Nation? If not, I do not see what part he plays in this complaintThere are only so many words one can use to describe how this company provided me with an inferior product twiceThe other side of the bed is also beginning to collapse We have had to purchase another bed so that we can wake in the morning and not feel like we were beaten up physically as well as financiallyI would like a refund Regards, [redacted] And [redacted]

We are years into their purchaseWe offered Mrs [redacted] a few different options for a travel package to honor her salesmans agreementShe refused each failing to understand that with any incentive program she would be responsible for taxesThat has nothing to do with her productHer salesperson, nickIs not nor was he ever a direct employee of our companyHe was an independent contractor that worked for another gentleman/companyMaybe she should contact them to resolve the travel incentive issuePer her last correspondence we have cancelled her request to replace her mattressFor more information she should contact nick or [redacted] his previous supervisor to discussWe only make the productWe have been more than accommodating in trying to fulfill her requestShe does not want us to replace her current item so there is nothing else we can do

March 31, [redacted] ID: [redacted] Disputed amt: $ On February 18, [redacted] received his sleep systemDuring the delivery process the footboard to the bed frame was damaged in the form an impression (scratch) that removed some paint from the surfaceThe delivery personnel immediately notified [redacted] of the damageAfter viewing the damage she said it was fineThe delivery person asked her if she was sure and offered to go to the closet location to purchase a repair kit and repair it for her on site, same day, to which her response was “its no big deal”Declining the offer to repairA few days later her husband, [redacted] contacted us about the damageHe asked if there was anything we could do to compensate him for the damageI explained that we could submit it to our insurance company but since his wife who was present for the delivery seen the damaged, declined repair and failed to note the damage on the delivery receipt it was going to be difficult to get an approvalDamage claims, usually the insurance company has a window of time to collect pertinent data and make a decision, for our insurance company its daysI personally expedited the process for [redacted] and not only was I successful at completing the process in much less than days (within 14days), I was also able to secure an approvalThe company analyzed the photos sent in by [redacted] & contacted furniture repair services located near [redacted] During this entire process [redacted] claimed the footboard was valued at $However during claims process we discovered the item was valued at $for one in new, unused conditionSo the valuation was based on the $figure not the $stated by [redacted] The item was years oldThe insurance company determined the depreciated value of the item was now $On March 17th [redacted] opted to receive the payment of $instead of the repair which would have restored the item to as close to original form as possibleThen, after opting for and accepting the payment [redacted] files a complaint seeking more moneyAllegations of them being treated rudely are inaccurate as wellWe were courteous throughout the entire processWe may not have been able to tell them the things they wanted to hear but we weren’t rudeI would gladly post all the email communication to prove so The item is years old, every court would give a depreciated value as wellWe understand a customers attachment to their personal items and the intrinsic value these items holdThis sometimes blinds us to what the true value of one’s item might beI have included the acceptance email from [redacted] as well as proof of the credit issued in the amount of $We have done our reasonable service, expedited the process, obtained approval, offered repair (the exact thing his complaint states he wants), offered monetary credit and issued that credit If you have any other questions please feel free to contact me directly [redacted] SrExecutive Vice President Hybrid-Nation Sleep Science

April 9, [redacted] ID: [redacted] Disputed amt: $6000.00On January 23, [redacted] purchased floor/demo unit sleep systemOn February 18th [redacted] contacted me to inquire about our Comfort Exchange programShe wanted to change her mattress selection from a split mattress to a 1pcs mattressAfter taking her call, while away from the office, I returned to my office and pulled up her accountI drafted an email and sent it on Feb18th The email is included belowI noticed that [redacted] purchased a demo unit and signed the comfort exchange option on her sales agreementThis stood out for reasonsThe Comfort Exchange option is not available on demo purchasesComfort Exchange program covers customers that have made a wrong choice in the firmness of their mattress.We understand that the representative offered her the option which is why we honored itWe permitted [redacted] to exercise her exchange optionThe issue is [redacted] does not want to operate by the terms and conditions set forth in the sales agreement she signedThe reason demo units are not eligible for the Comfort Exchange program is because these units are purchased at a discounted priceThe Comfort Exchange clearly states that the "customer is responsible for the difference in price if the replacement mattress cost more and the shipping charges (returned mattress and new mattress)"This means she would need to pay the difference between the discounted price she paid for a demo unit and the new mattress she wantedFacts she was well aware of before finalizing her purchaseTermination of a contracted representative has nothing to do with this matterWe honored the exchange he offered herHer Comfort Exchange is documented on the sales agreement so we are obligated to honor it, just as she agreed to the terms of the exchange program and we expect her to honor the agreement.After speaking with [redacted] regarding the email I sent, (since the only desire was to have a 1pcs mattress I offered her a 2nd option, to have us ship a 1pcs cover to her and then place both mattresses in that one cover and that would resolve her issue with the splitThe cost for that was $She refused), she stated she would dispute the charges with her lenders which she did and that she wanted a full refund and to return the entire sleep systemUnfortunately, I had to inform her there are no returns on special orders, custom orders and demo unitsAgain, all things that she agreed to on the sales agreementThe agreement clearly states in bold font that "ALL SALES ARE FINAL"The Comfort Exchange states "exchanges on mattress only, and DO NOT include adjustable bases, pillows, toppers, or furnitureAt this point she threatened to bash online with [redacted] and [redacted] which she has done and attacked our credibility while failing to maintain her ownWe contacted [redacted] March 13th, prior to filing a response to her dispute with her lenderShe refused to make any effort to resolve the issueWe were offering to make the exchange without requirement to pay the cost difference in price, only the shipping cost would be assessedI am more than happy to extend that offer one last timeWe will exchange her mattress, take the discounted demo unit back and give her a new mattress for the same price, but she will need to pay the shipping costThe option to use a piece cover is still available as well[redacted] Specific verbiage in [redacted] 's agreement.***ALL SALES ARE FINALAllow 2-weeks for deliveryDelivery dates are NOT guaranteed and failure to meet approximate date shall not constitute grounds for cancelation or refusal of any orderShipping charges for refused or returned orders shall be at the expense of the customerThere is a 25% cancelation fee on all canceled ordersSpecial orders, custom orders and orders that have already shipped are non-cancelable and nonrefundableCustomer is responsible for insuring the correct order and sizes are reflected on this orderChanges to delivery after product has left the warehouse, including wrong sizes due to customer error, will be subject to a minimum $redelivery feeThe invalidity or unenforceability of any particular provision of this Agreement shall not affect the other provisions hereof, and the Agreement shall be construed in all respects if such invalid or unenforceable provisions were omittedThe parties hereto agree that it is their intention and covenant that this Agreement shall be governed by the laws of the Commonwealth of Pennsylvania and that jurisdiction of any controversies lies with the Court of Common Pleas of Erie County, PennsylvaniaCustomer confirms that there are no other contemporaneous verbal or written statements that add to, vary or contradict the terms stated herein.Comfort ExchangeWe offer a Day Comfort Exchange for most of our mattressesComfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furnitureLimit one Comfort Exchange per customerIf you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturerPlease contact us for a list of manufacturersCustomer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress)Because each mattress is made to order, we are unable to accept returns or refunds on mattresses productsThis is an exchange policy not a return policyThe day Comfort Exchange policy is Not available for custom made/demo unit mattresses.Email [redacted] ,Thank you for contacting me today, it was a pleasure to speak with youI was able to locate your accountYou purchased a Floor Model SeductionYou were inquiring about making a comfort exchangeYou would like to change from a split mattress to a piece king mattressBelow is the terms and conditions of the comfort exchange programFloor models are not eligible for the comfort exchange however, since you were given that option on your contract we will honor the request to exchangeHere are the terms of the comfort exchange you signed during your purchase:Comfort ExchangeWe offer a Day Comfort Exchange for most of our mattressesComfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furnitureLimit one Comfort Exchange per customerIf you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturerPlease contact us for a list of manufacturersCustomer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress)Because each mattress is made to order, we are unable to accept returns or refunds on mattresses productsThis is an exchange policy not a return policyThe day Comfort Exchange policy is NOT available for custom made or demo/floor model mattresses.As I previously stated I will honor the exchange within the parameters of the programHowever the adjustable bases are not eligible for exchangeI can have service come out to take a look at the humming or motor noise so that can be taken care of, please send me the information we spoke about located on the user manual.Concerning cost, the difference would be the price of the [redacted] in a king $and the price you bought the floor model at, $a total of $plus cost of shipping the replacement and the current mattress backI will have to get a quote for that costThis is why the floor models aren't eligible for exchangeYou purchased the floor model at a discounted rate because it was open and considered not newTo exchange you must pay the difference between the discounted mattress and the new mattress because you will be receiving a new mattress not eligible for the same discountThe least expensive way to remedy the situation would be for us make you a piece cover and then have your mattress placed in the new piece cover as opposed to separate coversThe cover would cost $plus shipping.Additionally, we can walk you through pairing your bases so that both will work with one remote so you will still have full functionality.Please respond letting me know how you would like to proceed.Regards, [redacted] Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest [redacted]

[redacted] attempted to contact us while we experiencing intermittent service outages over a period of about a weekHowever our direct/main line remianed fully functionalOnce [redacted] contacted us through our support address, she received an immediate responseWe have corresponded via emailI am currently waiting for her responseEmail string is below:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.As the email that I forwarded to you asking Damon for a date that the mattress would be ready shows, he gave me no dateNor was he forthcoming in estimating a dateWe are not mind readers and had jumped through the hoops that Damon asked of usI do not want a replacement of the mattressThe previous two mattresses I had from them were defectiveI do not want another of dubious quality that is not worth the shipping fees I would have to pay Regards, [redacted] And [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAs the email that I forwarded to you asking Damon for a date that the mattress would be ready shows, he gave me no dateNor was he forthcoming in estimating a dateWe are not mind readers and had jumped through the hoops that Damon asked of usI do not want a replacement of the mattressThe previous two mattresses I had from them were defectiveI do not want another of dubious quality that is not worth the shipping fees I would have to pay Regards, [redacted] And [redacted]

Mrs [redacted] is mistakenHer replacement mattress is sitting here ready to shipI told her that her mattress was readyIts been ready for weeksIn our last correspondence she stated she found some other shipping companies to compare rates withShe requested a quote from our shipping company and I provided oneWe have been waiting to hear back from her concerning shippingI never received any response whatsoever informing us if she wanted to use our shipper or her ownCant ship with out her company coming to pick it up or her making a payment to have our shipping partner deliver her item.We have spoken on the phone numerous timesIf Mrs [redacted] has an issues she knows she can contact me directly via email or phoneOnce she contacts us and informs of how she would like her replacement shipped, we will be more than happy to ship itThe sooner I know, the sooner I can schedule deliveryIf she prefers to use her shipping company I just need to know when they will arrive to pick up the itemShe should contact me directly finalize shipping details

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,
*** ***

Its unfortunate that *** *** wants to cancelThe *** strikes have caused havoc for many companies in multiple industries in the USThis caused a delay in the arrival of materials used to fabricate productsI corresponded with authorized user on the accountShe requested to cancel despite
the fact that item is ready to ship(Email communication was sent to customer advising of shipping delaysWe were proactive in making contact to inform)Typically this is not permittedHowever, I did receive approval for this particular case.*** *** has been refundedThe credit voucher is attached

We bought this bed years ago at a home showI cannot say enough positive things about this bed mattress My husband and I have never slept betterI feel like I am in a cloud when I'm in bed Its almost hard to get up in the morning because I'm so relaxed and content No aches and pains, no back ache! Nothing!!!

February 20, 2015*** *** ***ID: ***Disputed:cost of Comfort ExchangeOn January 3, ** *** purchased a sleep systemHis sales representative was *** *** is nolonger with our companyUnfortunately *** *** has failed to contact anyone other
than ***I searched ourcorporate records against the number listed on his contract, we don’t show any calls from his numberMeaning hemust have been contacting *** on his personal phoneThe first I heard of any issue with *** *** was whenwe received the letter from the Revdex.com.Our representatives go through extensive trainingWe do not teach or instruct representatives to mislead anyone.That is unacceptableIt is also the exact reason that we have sales contractsThe terms and conditions of the salescontract are written in plain English on the face of the contractThey are not hidden nor are they “fine print”Thatway the customers knows exactly what they are agreeing to and what they are notIf a customer is uncomfortablewith our terms and conditions they certainly can opt to not buy our productOn both the contract and our websitewe clearly give the terms and conditions of the Comfort Exchange programThe terms and conditions are:Comfort ExchangeWe offer a Day Comfort Exchange for most of our mattressesComfort Exchanges on mattress only and DO NOTinclude adjustable bases, pillows, toppers or furnitureLimit one Comfort Exchange per customerIf you decidethat you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness ora set from a different manufacturerPlease contact us for a list of manufacturersCustomer is responsible for thedifference in price if the replacement mattress costs more and the shipping charges (returned mattress and newmattress)Because each mattress is made to order, we are unable to accept returns or refunds on mattressesproductsThis is an exchange policy not a return policyThe day Comfort Exchange policy is NOT available forcustom made or demo/floor model mattresses.We cannot know what was said during the conversation between *** and *** ***Special instructions on thecontract simply state the name of the other mattress *** *** was interested in, it does not state anythingabout waiving any cost associated with the comfort exchangeWhat we do know is that we honor request forcomfort exchange 100% of the time within the parameters of the programWe have listed these terms innumerous places for the customers protection so no questions like this arise*** *** has read these terms andconditions which he admitted to reading prior to signing in his complaint to Revdex.com*** ***s purchase doesn’teven qualify for a comfort exchange because it was a floor modelWe don’t offer exchanges on floor modelsbecause the floor models are sold at a discounted priceIf we offered an exchange on floor models customerswould simply purchase floor models and exchange later for a new mattress*** *** did sign the comfortexchange option on his contract, so even though his purchase is not eligible for the comfort exchange we are morethan willing to honor his request but it must be within the terms of the agreementIn this case that would meanpaying the cost difference between his price and the price of a new mattress as well as shippingAdditionally, we only take sample bed for each mattress to each eventThere is no other mattress to deliverother than the floor model they purchased because it is delivered immediately following the close of the show onthat same night.I also question why they would purchase the firmest mattress but want to exchange for the softestThey couldhave just ordered the softest mattress from the beginning or any of the other mattresses closer to the feel of themattress they want to exchange for as opposed to the one that is the firmest.Unfortunately we cannot honor any request outside the limits of the comfort exchange program however we arewilling to honor the request within the terms of the agreement.If you have any other questions please feel free to contact me directly.*** *** ***Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of RestWest

*** *** has offered us a one-time offer to reopen our
account and full fill our order to avoid forfeiting our deposit money in the
amount of $1,628.50. This is not a
viable option for us as we are fearful we would have no way to validate the
mattresses. *** *** has not
answered our previously provided questions:
Where is the manufacturing location where the foam is manufactured? 2.
What are the construction layers within the mattresses? 3. Why
Hybridnationsleep.com doesn’t mention the 4” gel foam infused with graphite? 4.
What mattress information is written on their mattress labels? 5. The
location where their chemist monitors regularly the foam production line.
This is a claim listed on
Hybridnationsleep.com
*** *** claims 25% is required to start the
production process. He further claims
his system is ‘always on’ searching for corn and soy commodities. October 6th, 2014, days after we
signed the sales agreement, ***, the salesman at the Jacksonville Home Show,
indicated to us over the phone that our order hadn’t yet been entered into the
system. Their customer service rep also
indicated she couldn’t find our order on October 6, 2014. During
the phone conversation with *** on October 6th, and email
exchanges with *** *** between Oct7th and Oct10th, we
became very suspicious of these mattresses because we couldn’t obtain answers
to our questions especially the mattress labels. Emails are attached. They
claim our mattresses are custom made or are identified as special order. How could his company possibly incur any
expenses associated with our custom made or special orders.
Another reason why we distrust *** ***'s business practices is the adjustable bed frames we saw at the Home Show were identified as a Reverie frame with corners to keep the mattresses from slipping (see picture). The picture of their frame on the web site does not look like the frames *** sold to us. Their web site indicates Oasis 5D base (picture attached). During my conversation with *** on October 6th, he confirmed the frame that I purchased was the Reverie 5D; but my sales receipt indicates the Oasis 5D. I strongly believe the frame that would have been delivered to our home would have been the one listed on their web site and not the Reverie 5D.
*** *** mentioned in his reply deliveries have
already been made to our area and that we could have received our mattresses by
now. This has no relevance to our order
as our sales agreement had a delivery date of December 1, 2014. We advised *** this date corresponded to our
modate and we couldn’t accept an earlier date; in fact we told *** our
preference would have been Thanksgiving weekend; but we were flexible because
*** was driving down and we were being considerate of the holiday
weekend. Now that *** *** mentioned
this, I wouldn’t be surprised he would demand a redelivery fee of $because
he would claim our mattresses left the warehouse and we couldn't accept delivery
Just like the person who attended a February Home
Show in Virginia, we are fearful to give *** *** any more money. This person mentioned in their Revdex.com complaint there
were no labels on the mattresses they received and therefore they were fearful
to give Hybrid Nation additional monies for an exchange.
*** *** and Hybrid Nation
remains committed to taking money from consumers. Hybrid Nation is not out any money. Hybrid Nation would rather take advantage of
a customer and not operate in good faith.
Our position remains to obtain a refund of our deposit
monies in the amount of $1,

Hello *** *** Thank you for you assistance. Hybrid Nation's VP, *** ***, has released the delivery of the merchandise and it will be deliveredtomorrow, June 18. We were able to reach an agreeable compromise which allowed me to verify delivery and he received payment in
full. Again, thank you. *** ***
*** *** ***
*** *** ***
***

Revdex.com:
I would like a refund. The defective product has not been the only issue with this company. There is also the issue of deceptive sales practices. As I stated in my previous complaint, their salesman Nick included in the sale a day night cruiseI later learned that this was something the company did not offer as an incentiveAnd the company did not back up their employees' dealI am not the only one who has been burned by the fraudulent salespersonThere is evidence of that on yahoo.com. I do not want another product from this company
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** And *** ***

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. For your reference, details of the offer I reviewed appear below
Regards,
*** And *** ***Jennifer, Damon never informed me that the mattress was ready. On 3/I asked if he had a date that it would be ready because I had a possible carrier that could pick it upHe responded on 3/that he would check on it. That was the last I heard from him. Thank you for your help. *** ***

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. For your reference, details of the offer I reviewed appear below
Regards,
*** And *** ***
Jennifer,
Damon never informed me that the mattress was ready. On 3/I asked if he had a date that it would be ready because I had a possible carrier that could pick it upHe responded on 3/that he would check on it. That was the last I heard from him Thank you for your help. *** ***