Hybrid-Nation Sleep Science

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.
[redacted],
 
I just spoke with you in regards to HybridNation bedding. Attached is the email I received from the first person I spoke with when we tried to return the bed.
 
“[redacted]” was our salesperson at the home show. We laid on the bed for maybe 5 minutes and he assured us that we could return the bed, no questions asked within 30 days if we were not happy with it. After trying the bed for 18 days, that is when I called and got [redacted]. He then sent me the attached email telling me “[redacted]”  had been fired due to fraudulently representing the company. We had no reason to doubt [redacted]’s sales pitch. Yes, I signed the contract, but he told us it was basically accepting the 30 day not satisfied return. I read the 30 day print, but when I questioned what I was signing, he told me “no worries”, that the company stood behind their product. We believed him --- why wouldn’t we if he was the salesperson for the company??
 
I then got in touch with  “[redacted]” (spelling) who informed me that we would have to pay $1470 to send the mattress back and another $1470 for another one – which was the exact same model.  Why would we want the same bed?? He said we could not return the mechanical part of the bed and that was in fine print. There again we were lied to. When [redacted] delivered the bed, we again questioned him about returning it and he again reassured us that we had no worries. I have repeatedly tried to call the company with no answer. I have left messages in trying to work this out, and no one returns my call. What happened to integrity in this world??
 
I believe that fraud is fraud. We were pressured into buying this bed. If I thought for one moment that I could not return the bed, I would not have purchased it. I now know we were lied to. We are stuck with a $6000.00 bed that we don’t want, nor can sleep on. I am retired on a fixed income and this is a LOT of money to put out for a useless product. If HybridNation had a lying sales person, then I feel we were taken advantage of. If they KNEW this, then why have him represent the company at our local home show??
 
I want them to come get this bed and drop all charges on this. Right is right and we got screwed on this. I believe they should do the right thing since it was their salesperson who caused all the issue.
 
Sincerely
[redacted]

We are years into their purchase. We offered Mrs [redacted] a few different options for a travel package to honor her salesmans agreement. She refused each failing to understand that with any incentive program she would be responsible for taxes. That has nothing to do with her product. Her salesperson, nick. Is not nor was he ever a direct employee of our company. He was an independent contractor that worked for another gentleman/company. Maybe she should contact them to resolve the travel incentive issue. Per her last correspondence we have cancelled her request to replace her mattress. For more information she should contact nick or [redacted] his previous supervisor to discuss. We only make the product. We have been more than accommodating in trying to fulfill her request. She does not want us to replace her current item so there is nothing else we can do.

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
request. There is still the matter of the $90.00 [redacted]ged to my
credit card for the state tax I paid on this mattress. When will that
amount be credited back to my Visa card? When the $90 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.As the email that I forwarded to you asking Damon for a date that the mattress would be ready shows, he gave me no date. Nor was he forthcoming in estimating a date. We are not mind readers and had jumped through the hoops that Damon asked of us. I do not want a replacement of the mattress. The previous two mattresses I had from them were defective. I do not want another of dubious quality that is not worth the shipping fees I would have to pay.
Regards,
[redacted] And [redacted]

credit attached. This could have all been handled by simply calling the [redacted] or emailing [redacted]

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 7 day 6 night cruise. I later learned that this was something the company did not offer as an incentive. And the company did not back up their employees' deal. I am not the only one who has been burned by the fraudulent salesperson. There 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]

Mr. [redacted],
I do agree that the contract is very clear in its content. However, after verifying with [redacted] that we could exchange one side of the bed for a softer mattress for myself (medical reasons) at no additional cost, he verified that we could without a problem, more than once. That is the reason we had him note the contract with the type we wanted to exchange it for, not that we had just an interest. He advised because this was a floor model and did not have additional mattresses for the show, we could simply put in a request within the thirty day exchange policy and it would come in through the [redacted] office.
[redacted] had given us his personal phone number only because he wanted to handle everything. I contacted him within 15 days and that is when he started giving me a different story and referenced the contract terms and said he couldn't do anything regardless of what was said. I made several phone calls afterwards, but he would not call me back.
I am very disappointed in the final resolve of this situation. We were mislead by a sales representative of a fine business and I hate that this may possibly stain their reputation. I did see where several other people had issues from this particular show, but not from other shows that I was able to find. Although I am happy with the bed, I will certainly not recommend this company to anyone in the future. We have had many inquiries from friends who have heard us talk about the bed, but after the unfortunate issues, I have shared my problems.

[redacted]

I sent email on March 11 2016. regardless, her item is ready, has been ready. Once she contacts me directly with request to ship, using our carrier or hers, we will send her replacement out. She will also need to ship back her defective mattress. As previously stated to her in email. If she uses her own carrier they will need to return the defective mattress to us at the time of pick up of her new mattress. If we ship with our carrier we will have them pick up the item at time of delivery.

Review: We purchased a bed during a home show in [redacted] and was advised we could select a different mattress at no charge if done within the first 30 days of purchase. We verified this on three different occasions and even asked the salesman to mark our receipt that we could do a 'switch out', which he did even though the contract indicates additional charges if we selected a higher cost mattress. He advised since this was special pricing for the home show, they would do it at no cost because they didn't have extras on their truck to make the exchange. Furthermore, the mattress would be shipped from their Orlando office and their staff would deliver and install it at no cost.Approximately 10 days later, we called and they advised that we would have to pay an additional $500 plus shipping and handling to get the upgraded mattress. When I reminded the salesman of our conversation, he said there must have been a miscommunication, but there wasn't because he marked our receipt knowing full well we had discussed an even exchange. Since that phone call he as not returned any of my calls.Since then I have gone online and found several people who have complained about mattress exchanges with them from this show, also making note that they were mislead. I would like for this company to honor their verbal agreement. I am also going to contact the [redacted] home show sponsors and let them know about the practice of this company and inquire as to why the company's following weekend show was cancelled. Perhaps there were additional complaints.Desired Settlement: I would like for this company to replace the mattress at no additional expense, with the one they advised I could switch to if I was not satisfied with the one I purchased.

Business

Response:

February 20, 2015[redacted]ID: [redacted]Disputed:cost of Comfort ExchangeOn January 3, 2015 [redacted] purchased a sleep system. His sales representative was [redacted]. [redacted] is nolonger with our company. Unfortunately [redacted] has failed to contact anyone other than [redacted]. I searched ourcorporate records against the number listed on his contract, we don’t show any calls from his number. Meaning hemust have been contacting [redacted] on his personal phone. The first I heard of any issue with [redacted] was whenwe received the letter from the Revdex.com.Our representatives go through extensive training. We do not teach or instruct representatives to mislead anyone.That is unacceptable. It is also the exact reason that we have sales contracts. The terms and conditions of the salescontract are written in plain English on the face of the contract. They are not hidden nor are they “fine print”. Thatway the customers knows exactly what they are agreeing to and what they are not. If a customer is uncomfortablewith our terms and conditions they certainly can opt to not buy our product. On both the contract and our websitewe clearly give the terms and conditions of the Comfort Exchange program. The terms and conditions are:Comfort ExchangeWe offer a 30 Day Comfort Exchange for most of our mattresses. Comfort Exchanges on mattress only and DO NOTinclude adjustable bases, pillows, toppers or furniture. Limit one Comfort Exchange per customer. If 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 manufacturer. Please contact us for a list of manufacturers. Customer 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 mattressesproducts. This is an exchange policy not a return policy. The 30 day Comfort Exchange policy is NOT available forcustom made or demo/floor model mattresses.We cannot know what was said during the conversation between [redacted] and [redacted]. Special instructions on thecontract simply state the name of the other mattress [redacted] was interested in, it does not state anythingabout waiving any cost associated with the comfort exchange. What we do know is that we honor request forcomfort exchange 100% of the time within the parameters of the program. We have listed these terms innumerous places for the customers protection so no questions like this arise. [redacted] has read these terms andconditions which he admitted to reading prior to signing in his complaint to Revdex.com. [redacted]s purchase doesn’teven qualify for a comfort exchange because it was a floor model. We don’t offer exchanges on floor modelsbecause the floor models are sold at a discounted price. If we offered an exchange on floor models customerswould simply purchase floor models and exchange later for a new mattress. [redacted] 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 agreement. In this case that would meanpaying the cost difference between his price and the price of a new mattress as well as shipping.Additionally, we only take 1 sample bed for each mattress to each event. There 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 softest. They 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.[redacted]Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest2501 West

Consumer

Response:

Mr. [redacted],

I do agree that the contract is very clear in its content. However, after verifying with [redacted] that we could exchange one side of the bed for a softer mattress for myself (medical reasons) at no additional cost, he verified that we could without a problem, more than once. That is the reason we had him note the contract with the type we wanted to exchange it for, not that we had just an interest. He advised because this was a floor model and did not have additional mattresses for the show, we could simply put in a request within the thirty day exchange policy and it would come in through the [redacted] office.

[redacted] had given us his personal phone number only because he wanted to handle everything. I contacted him within 15 days and that is when he started giving me a different story and referenced the contract terms and said he couldn't do anything regardless of what was said. I made several phone calls afterwards, but he would not call me back.

I am very disappointed in the final resolve of this situation. We were mislead by a sales representative of a fine business and I hate that this may possibly stain their reputation. I did see where several other people had issues from this particular show, but not from other shows that I was able to find. Although I am happy with the bed, I will certainly not recommend this company to anyone in the future. We have had many inquiries from friends who have heard us talk about the bed, but after the unfortunate issues, I have shared my problems.

Review: At a home show in Va. I made a $2400 deposit on a custom adjustable Q size bed from Hybrid Nation rep [redacted] and [redacted]. My bed was to be delivered mid April at which time I would pay the balance of $2688 to their delivery rep, [redacted].

After 2 phone calls to [redacted] in April, I was told there were delays due material shortages caused by dock strike on west coast, but she spoke to delivery team and my bed would be shipped direct.

It's June 11...no bed. I emailed them June 9 and requested refund.

[redacted] emailed me it was too late, the bed had shipped and was in a warehouse in Va. and they ..apparently she, [redacted] and shipper, could not reach me. Yet, I received the emails and responded in kind.

Now they say they won't deliver the bed until I pay the Balance; however, [redacted], VP Hybrid Nation, stated in email, due to delays, etc. he would give a further $250 discount...but still wanted the balance due before delivery. He later agreed to partial payment to deliver the bed, but now I am very distrustful of the whole deal.

No bed, no more money...that is my position.

I am currently awaiting his answer.. The bed can be delivered by June 17, which is agreeable to me...at which time I will pay the $2438 balance, which reflects the $250 discount [redacted] offered.Desired Settlement: If Hybrid Nation refuses delivery until the balance is paid, then they can issue a refund...or accept payment on day of delivery.

Consumer

Response:

Hello [redacted]

My husband and I made our purchase at the Indianapolis home show 4 or 5 years ago. While attending the show this past weekend we bumped into hybrid-nation again. It was good to see that they were still at the show. We stopped and chatted for awhile. The VP, Damon spoke to us and told us about why they terminated our salesperson, Nick. We were shocked to say the least. Nick was a great guy and everything he told us worked out perfectly. So Im sorry to hear that someone else had a poor experience with Nick. But thats Nick and not the company. So I thought its only fair to defend what is a great company and other than 1 bad apple a good group of guys and gals.

Everything we have requested over the years such as sheets and leg extensions when we got a new bedroom suite has been delivered with out any issues. Actually, when we got a new bedroom suite and had trouble getting our adjustable base to work they came out and set it up for during one of their shows in the area and there was no charge! They did not have to do that. That is INTEGRITY. I thank them so much.

So this weekend we purchased an adjustable single for my mother. Watching Damon work with her, listen to her needs and help her find the right fit has refreshing. There was no rush or pushiness...(is that a word?) Completely different experience than when we visited [redacted].

I WOULD HIGHLY RECOMMEND THIS COMPANY AND THEIR PRODUCT. Dont let 1 persons experience deter you. Do your research. Before writing this review, I searched reviews on them. Really only 1 bad review that was posted by same person on multiple sites. Thats a good track record. If you are looking for something bad about the company you can find 1 or 2 reviews and hang your hat on them only. But that would be very short sighted. 1 or 2 bad reviews never override 100's of good ones.

Thanks Damon for all you have done. You have our vote of confidence and our business for life. Dom and I very grateful. Next time your in Indy, dinner our place... You and your team.

Thanks,

We bought this bed 2 years ago at a home show. I cannot say enough positive things about this bed mattress. My husband and I have never slept better. I 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!!!

Review: We purchased a very expensive bed from them at our local home show. We were assured that we could return the ENTIRE bed. at NO cost to us within 30 days. We tried it for 18 days and could not sleep on it. I called the company and was told our salesman was no longer there. The VP of the company then wrote me and said "[redacted]" had been fired for fraudulently representing the company. Therefore everything he told us was a lie. I have been told we can not return the base (mechanical) at all and would have to pay $1470 to ship this mattress back and then another $1470 to get a new one. We do NOT want the bed at all. We are stuck with a very expensive bed and my calls go unanswered and not returned from the company. Yes, we signed the contract, but "[redacted]" told us that it was just a formality and we had no worries. Like I said...he lied. They will not stand behind their word and I sure as heck do not want to pay for another mattress. Fraud is Fraud. They should stand up and do the right thing by taking back the ENTIRE bed. I doubt they have the integrity to do so.Desired Settlement: We want them to come get the ENTIRE bed and take it back. We can't sleep on it and it cost us $6,000 I am retired and although my husband still works, this is a lot of money for a bed we do not want, nor can use. They will not honor the 30 day guarantee and the salesman was high pressure to sell us the bed. I have tried to contact them, but no use. I have the bank disputing the charges, but I doubt they will be able to do anything. I have a copy of the email from [redacted]. the VP of company telling us our salesman was fired fraudulently representing the company and taking money from the company. Fraud is Fraud in my eyes.

Business

Response:

April 9, 2015[redacted] ID: [redacted] Disputed amt: $6000.00On January 23, 2015 [redacted] purchased floor/demo unit sleep system. On February 18th 2015 [redacted] contacted me to inquire about our Comfort Exchange program. She wanted to change her mattress selection from a split mattress to a 1pcs mattress. After taking her call, while away from the office, I returned to my office and pulled up her account. I drafted an email and sent it on Feb. 18th 2015. The email is included below. I noticed that [redacted] purchased a demo unit and signed the comfort exchange option on her sales agreement. This stood out for 2 reasons1. The Comfort Exchange option is not available on demo purchases.2. Comfort 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 it. We permitted [redacted] to exercise her exchange option. The issue is [redacted] does not want to operate by the terms and conditions set forth in the sales agreement she signed. The reason demo units are not eligible for the Comfort Exchange program is because these units are purchased at a discounted price. The 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 wanted. Facts she was well aware of before finalizing her purchase. Termination of a contracted representative has nothing to do with this matter. We honored the exchange he offered her. Her 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 split. The cost for that was $250. 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 system. Unfortunately, I had to inform her there are no returns on special orders, custom orders and demo units. Again, all things that she agreed to on the sales agreement. The 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 furniture. At this point she threatened to bash online with [redacted] and [redacted] which she has done and attacked our credibility while failing to maintain her own. We contacted [redacted] March 13th, 2015 prior to filing a response to her dispute with her lender. She refused to make any effort to resolve the issue. We were offering to make the exchange without requirement to pay the cost difference in price, only the shipping cost would be assessed. I am more than happy to extend that offer one last time. We 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 cost. The option to use a 1 piece cover is still available as well.[redacted] Specific verbiage in [redacted]'s agreement.[redacted]ALL SALES ARE FINALAllow 2-4 weeks for delivery. Delivery dates are NOT guaranteed and failure to meet approximate date shall not constitute grounds for cancelation or refusal of any order. Shipping charges for refused or returned orders shall be at the expense of the customer. There is a 25% cancelation fee on all canceled orders. Special orders, custom orders and orders that have already shipped are non-cancelable and nonrefundable. Customer is responsible for insuring the correct order and sizes are reflected on this order. Changes to delivery after product has left the warehouse, including wrong sizes due to customer error, will be subject to a minimum $399 redelivery fee. The 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 omitted. The 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, Pennsylvania. Customer 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 30 Day Comfort Exchange for most of our mattresses. Comfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furniture. Limit one Comfort Exchange per customer. If 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 manufacturer. Please contact us for a list of manufacturers. Customer 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 products. This is an exchange policy not a return policy. The 30 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 you. I was able to locate your account. You purchased a Floor Model Seduction. You were inquiring about making a comfort exchange. You would like to change from a split mattress to a 1 piece king mattress. Below is the terms and conditions of the comfort exchange program. Floor models are not eligible for the comfort exchange however, since you were given that option on your contract we will honor the request to exchange. Here are the terms of the comfort exchange you signed during your purchase:Comfort ExchangeWe offer a 30 Day Comfort Exchange for most of our mattresses. Comfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furniture. Limit one Comfort Exchange per customer. If 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 manufacturer. Please contact us for a list of manufacturers. Customer 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 products.

Review: I purchased a split king at the [redacted] Home show in Jan. 2015. We bought the demo so we received it after the show closed, After several days we decided to upgrade because this bed was just not comfortable. We paid an additional $1484 for the upgrade plus shipping. We had also been promised by the salesman Nick a 7 day 6 night cruise voucher to sweeten the deal. It was written on the sales contract. It never happened. Upon speaking to Damon later he said they never gave out a cruise like that. I also requested instructions from Nick on how to register my warranty because I didn't find anything in the paperwork about it. He said to register it with [redacted], the company that made the foundation and it would cross over. As for the trip, Damon attempted to find us something but could not offer us anything comparable so we just let that go. It was 8 weeks before we received our upgraded mattress and by that time one side of the bed was bed was beginning to roll down and sag on the edge. Bogi came to pick up the original mattress after we received the new one and I mentioned the sagging and described it to him. He said the split kings were not individually produced but rather a king cut in half. It was the cut edge that was sagging and to turn it around. Hmm... Also said Nick was no longer there and concerning the cruise, Nick would do anything to get a sale.

I began to notice a profound collapsing of one side of the bed and a lesser amount on the other side around Nov. In Jan I contacted Hybrid Nation about this. After numerous emails and many photos they agrees to replace one side. They would do this even though I never registered my warranty. What?? Seems Nick lied about how to register it properly. Now Damon wants me to pay shipping to send the mattress and also to send the old one back. This is a defective product made with inferior materials. I should not have to pay to correct their error. I would like a refund, I no longer have any faith in this company or its products. I would like to update Revdex.com about my dispute with Hybrid Nation concerning my defective mattress. A previous email from Damon on March 2, 2016 stated that my mattress was in production and would probably be ready to ship the following week. It was in this email that he gave me quotes on the shipping fees that I objected to. On March 8 I emailed Damon and informed him that I would like to continue with the process to replace the mattress and that I understood about the shipping fee. I also checked on arranging shipping myself. On March 11 I emailed and asked when it would be ready as I had a possible shipper I could arrange for on March 15. On march 14 he responded that he would check. That is the last time I heard from him. I no longer wish to deal with Hybrid Nation. I feel they are putting me through this extended delay because of my complaint to Revdex.com. My opinion is they provide a sub-standard product and provide sub- standard, even antagonistical customer service. I would appreciate a full refund of $6236.Desired Settlement: Refund

Business

Response:

Mrs. [redacted] is mistaken. Her replacement mattress is sitting here ready to ship. I told her that her mattress was ready. Its been ready for weeks. In our last correspondence she stated she found some other shipping companies to compare rates with. She requested a quote from our shipping company and I provided one. We have been waiting to hear back from her concerning shipping. I never received any response whatsoever informing us if she wanted to use our shipper or her own. Cant 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 times. If Mrs. [redacted] has an issues she knows she can contact me directly via email or phone. Once she contacts us and informs of how she would like her replacement shipped, we will be more than happy to ship it. The sooner I know, the sooner I can schedule delivery. If she prefers to use her shipping company I just need to know when they will arrive to pick up the item. She should contact me directly finalize shipping details.

Consumer

Response:

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.

Regards,

[redacted] And [redacted]Jennifer, Damon never informed me that the mattress was ready. On 3/11 I asked if he had a date that it would be ready because I had a possible carrier that could pick it up. He responded on 3/14 that he would check on it. That was the last I heard from him.

Review: At the Jacksonville, FL Home and Patio Show on Oct. 3, 2014, we purchased several mattresses for a December 2014 delivery. Total price of $6,428.50. At the time of sale, we paid a deposit of $1,628.50 (25% deposit). [redacted] was the company rep. The Seduction and Obsession mattresses were marketed as:

1. Foam material manufactured by Hybrid-Nation in Erie, PA

2. Mattresses assembled by Hybrid-Nation in Erie, PA

3. Gel foam infused with graphite

4. Sample gel foam infused with graphite block of 4" x 4" used to show thickness and resiliency.

On Oct. 6th, 2014, I requested my deposit monies be refund because I wasnt comfortable with discrepancies between what we learned and saw at the Home Show and the Hybrid Nations web site (Hybridnationsleep.com). We became suspicious. Between Oct. 7th and 10th several email exchanges occurred between myself and [redacted]. The company remains unwilling to process my refund. The company remains unwilling to provide to me:

1. Where is the manufacturing location where the foam is manufactured

2. What mattress information is written on the mattress labels.

3. What are the construction layers within the mattress.

4. The location where their chemist monitors regularly the foam production line. This is a claim listed on Hybridnationsleep.com.

5. Why Hybridnationsleep.com doesnt mention the 4 gel foam infused with graphite.

[redacted] maintains the position that my purchase sales has a 25% cancellation charge which represents deposit monies. He maintains the position his company incurred expenses between Oct. 3rd and Oct.6th, 2014. He claims his system is always on searching for corn and soy commodities resulting in spending money on my order between Friday PM, Saturday, Sunday and Monday AM

.I raised concerns to Hybrid-Nation within 72 hours of my purchase. They basically want to keep deposit monies without incurring expenses and they use their sales contract as a way to accomplish this.Desired Settlement: A full refund of deposit monies of $1,628.50

Business

Response:

On October 3,2014 Mr. & Mrs. [redacted] purchased a sleep system in the amount of $6428.50. The [redacted]’s placed an

initial deposit in the amount of $1628.50, which is 25% of their purchase. 25% down is required as a deposit

because all of our products are custom made or special orders. The 25% is required to start the production

process. It is the minimum allow to be placed as a deposit because there is a 25% cancellation fee on all canceled

orders. Our sales agreement, signed by [redacted], clearly states ALL SALES ARE FINAL. Additionally, the

agreement clearly states that Special orders, custom orders and orders that have already shipped are noncancellable

and non-refundable. Their 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 customer. NOT ONLY DID Mrs. [redacted]

agree to this but she signed paperwork on 2 occasions (sales agreement and credit card receipt) that clearly stated

her return options and the terms of the agreement. Therefore Mr. & Mrs. [redacted] have the option to cancel. They

have exercised that option. However they are not entitled to a refund of their deposit. I believe Mrs. [redacted] thought

she was protected by the 72 hour right to rescission law for in home purchases. Mrs. [redacted] fails to understand that

through our sales agreement she has waived her right to exercise that option. In effort to prevent the [redacted]’s from

forfeiting the $1628.50 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 area. They would have received their order

by now. Mrs. [redacted] did call and speak to her salesperson, requested to cancel, and agreed she was aware of the

cancelation policy. This 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 agreement. However we have allowed them to cancel their

order.

If you have any other questions please feel free to contact me directly.

Consumer

Response:

[redacted] 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. [redacted] has not

answered our previously provided questions:

1. 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.

[redacted] 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, 3 days after we

signed the sales agreement, [redacted], 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 [redacted] on October 6th, 2014 and email

exchanges with [redacted] between Oct. 7th and Oct. 10th, 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 [redacted]'s business practices is the adjustable bed frames we saw at the Home Show were identified as a Reverie frame with 4 corners to keep the mattresses from slipping (see picture). The picture of their frame on the web site does not look like the frames [redacted] sold to us. Their web site indicates Oasis 5D base (picture attached). During my conversation with [redacted] 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.

[redacted] 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 [redacted] this date corresponded to our

move-in date and we couldn’t accept an earlier date; in fact we told [redacted] our

preference would have been Thanksgiving weekend; but we were flexible because

[redacted] was driving down and we were being considerate of the holiday

weekend. Now that [redacted] mentioned

this, I wouldn’t be surprised he would demand a redelivery fee of $399 because

he would claim our mattresses left the warehouse and we couldn't accept delivery.

Just like the person who attended a February 2014 Home

Show in Virginia, we are fearful to give [redacted] 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.

[redacted] 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 $1,628.50.

Review: My husband and I bought a bed and put it on layaway from a February 2014 ** Home Show. The rep. we were working with never follow-up with us for monthly payments on our layaway plan as promised. After following up a few times on my own, I received a phone call from another rep. in late June about financing that was available (we were never told about this option)to receive our bed more quickly. We put the purchase on their financing account and took delivery of the product on 7/15. A few days after sleeping on our mattresses we noticed a height difference with the split king set that caused a gap in the middle. Then we noticed the custom made bed was manufacturing incorrect and wasn't the correct firmness (I am a diabetic and have some circulation issues and the bed was causing numbness and pain in my shoulders, and back)and they also installed the cooling gel on the wrong mattresses. After speaking to our rep. [redacted] about our concerns and issues, several times we were referred to a VP named [redacted]. So far the issue is still not resolved and [redacted] is asking for more money and not allowing us to exchange or return the mattress without paying for the mistake which was on their end, not ours as the customer. I have various emails that have been exchanged if necessary to support this issue with this supplier.Desired Settlement: I will hire a consumer rights lawyer if this goes on much longer as two weeks have already lapsed. The other concern we have is that the mattresses we have are not labeled so my biggest fear is if we somehow exchange this product for another one that is could still be incorrect. Customer service is poor and they don't offer a reliable warranty on their products after the first year of the purchase date is up.

Business

Response:

October 25, 2014[redacted]ID:[redacted]Disputed amt: $5000.00On February 22, 2014 [redacted] purchased a sleep system in the amount of $5000.00. The sleep systemordered was a split king. This means the mattress is split into 2 pieces so that consumers can independently adjusttheir sleeping position and select the firmness they prefer. [redacted] initially placed her sleep system on lay away.Later decided to take advantage of our financing option. Sleep system was delivered. [redacted] then called her salesrepresentative 15days later to say that she did not like the split in her mattress and wanted to know if she couldexchange it for a solid 1 piece mattress. An exchange we permit for a fee. [redacted] didn't want to pay more so thenher complaint was that there was that their beds firmness wasn't right. In the case when a customer purchases asleep system and for whatever reason they feel the firmness isn't right they can opt for a Comfort Exchange. Thisallows them to exchange the mattress for a different firmness. The customer pays for cost of shipping and anydifference in price. This is all stated clearly on our sales agreement and website. [redacted] was unhappy with that aswell. Then her complaint became a height difference between the 2 mattresses. A claim we have been unable tosubstantiate through pictures. Nevertheless, if that is the case, we consider that a warranty issue. Our warrantyclearly states that we at our option will repair or replace the mattress at no costto the customer however thecustomer is responsible for any and all shipping cost. [redacted] didn't like that response either. Again these were allpolicies that she was well aware of at the time of signing the contract. Our sales agreement, signed by [redacted], clearly states ALL SALES ARE FINAL Additionally, the agreement clearly states that Special orders,custom orders and orders that have already shipped are non-cancellable and non-refundable. Their purchasequalifies as a: sale and is final, as well as a special order, meaning an order not readily available to the public madeby special request of the customer. NOT ONLY DID [redacted] agree to this but she signed paperwork on 2occasions (sales agreement and credit card receipt) that clearly stated her return options and the terms of theagreement. It is clear that [redacted] is making any attempt and cla im that she can think of to the get out of thecontract she signed. This is nothing more than attempt to slander, defame and assassinate the character andintegrity of our company and personnel. It doesn't take 15 days and 2 other complaints to realize there is a 1"difference in the height of the mattress! Nevertheless, on 3 separate and documented occasions I have offeredthem to:1. Send them a replacement mattress.2. Let them select another firmness.3. Make a lpiece mattress for them.This is everything they exactly asked for and I offered it at NO Cost to them. Again what they wanted. They haveresponded with an attorney and the case is pending litigation. Their attorney's letter asked the same of us and weagain for the 4th time stated we are willing to exchange their mattress for no cost under our warranty which the[redacted]s haven't even registered. All of our conversations have been in writing and documented for legalpurposes.The options for the [redacted]s are the same as they are for everyone. We have made every attempt to remedytheir issue with absolutely no help from them. They are trying to find a way out of the contract to get a full refund.Which is the reason they are seeking litigation as opposed to accepting our offer to meet and exceed theirdemands, in your (Revdex.com) paperwork their statement when asked for a desired response was to hire an attorney.They are not interested in allowing us to correctan issue and are using the Revdex.com as a pawn to discredit our companywith errant statements such as our warranty is only good for 1 yr. Really? It's a lifetime warranty but I will gladlyadjust hers to lyr. if she prefers.Once litigation is complete we will forward the outcome to the Revdex.com.If you have any other questions please feel free to contact me directly.[redacted]Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest[redacted]

Review: Purchased a mattress and reclining frame at the [redacted] home show and had delivered. While delivering the reclining frame, the delivery individuals damaged the footboard of our bed set, putting a large gash on the top of the foot board. Delivery individuals notified my wife of the issue and left. Upon seeing the damage on my return from a business trip the following day, I contacted Hybrid Nation to notify them of my dissatisfaction and need for them to rectify. I was told I would receoive a call from the location that sold it to me, they never called back. Called back the following week and they returned my call after their Corporate office notified them for the 2nd time. [redacted], the owner of the location, told me the claim was not timely and they would not fix or replace. I informed him I contacted them the day after delivery but did not receive a call back from his location. He then proceeded to call me a liar stating they track all phone calls. Again, I asked them to rectify the damage they created. [redacted] contacted me 2 weeks later on 3/13/2015 and told me that there was depreciation on the $300 footboard and that we owed them for picking up our old mattress ($100), so they would credit our card $87. This is not acceptable as there was no communication on cost for picking up old mattress, both at the time of purchase at the [redacted] Home Show or when the old mattress was picked up at time of delivery. Nothing on the contract either. Also, I contend depreciation on a piece of furniture that was perfectly fine before delivery. [redacted] has been rude to both my wife and I during this entire process. Jus tlooking for Hybrid Nation to fix the issue they created.Desired Settlement: I want full replacement of the footboard. Hybrid Nation delivery individuals damaged and they admit to damaging. Hybrid Nation also has a quote to fix the footboard. I want either a complete satisfactory fix of the footboard or replacement.

Business

Response:

March 31, 2015 [redacted] ID: [redacted] Disputed amt: $300.00 On February 18, 2015 [redacted] received his sleep system. During the delivery process the footboard to the bed frame was damaged in the form an impression (scratch) that removed some paint from the surface. The delivery personnel immediately notified [redacted] of the damage. After viewing the damage she said it was fine. The 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 repair. A few days later her husband, [redacted] contacted us about the damage. He asked if there was anything we could do to compensate him for the damage. I 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 approval. Damage claims, usually the insurance company has a window of time to collect pertinent data and make a decision, for our insurance company its 45 days. I personally expedited the process for [redacted] and not only was I successful at completing the process in much less than 45 days (within 14days), I was also able to secure an approval. The company analyzed the photos sent in by [redacted] & contacted 2 furniture repair services located near [redacted]. During this entire process [redacted] claimed the footboard was valued at $200.00. However during claims process we discovered the item was valued at $300.00 for one in new, unused condition. So the valuation was based on the $300 figure not the $200 stated by [redacted]. The item was 5 years old. The insurance company determined the depreciated value of the item was now $87.26. On March 17th 2015 [redacted] opted to receive the payment of $87.26 instead of the repair which would have restored the item to as close to original form as possible. Then, after opting for and accepting the payment [redacted] files a complaint seeking more money. Allegations of them being treated rudely are inaccurate as well. We were courteous throughout the entire process. We may not have been able to tell them the things they wanted to hear but we weren’t rude. I would gladly post all the email communication to prove so. The item is 5 years old, every court would give a depreciated value as well. We understand a customers attachment to their personal items and the intrinsic value these items hold. This sometimes blinds us to what the true value of one’s item might be. I have included the acceptance email from [redacted] as well as proof of the credit issued in the amount of $87.26. 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] Sr. Executive Vice President Hybrid-Nation Sleep Science

Consumer

Response:

Review: Problem:

The adjustable base on my bed is not working consistently. I have called the frame manufacturer and they are going to send service out to my house. Unfortunately before we can proceed I require sales information from Hybrid Nation Sleep Science.

Attempts at Contact:

I have been trying to contact Hybrid-Nation Sleep Science but their toll free number has been disconnected [redacted]. I located their answering service number and have left several messages this week (7/6, 7/7, 7/10/15) with no return call. When I pressed the answering service for a resolution they gave me the direct line, that was the toll free number above. They were unaware the toll free number is disconnected.

Need from Company:

I require the invoice number, a copy of the warranty and date of purchase.Desired Settlement: I would like to receive copies of the original sales receipt along with a copy of the warranty.

Business

Response:

[redacted] attempted to contact us while we experiencing intermittent service outages over a period of about a week. However our direct/main line remianed fully functional. Once [redacted] contacted us through our support address, she received an immediate response. We have corresponded via email. I am currently waiting for her response. Email string is below:

Review: We bought a Hybrid Nation mattress at the [redacted] Home and Garden Show on February 27, 2015. Just a mattress, not a base. We were told by [redacted], the salesman, that it would take two weeks for us to get our bed. On March 11th we received a welcome email from C[redacted] in Sales and Customer Service. In that email it was stated that our bed would soon be going into production. By March 16th, we still had received no word about the delivery of our mattress, so we called the Hybrid Nation number at [redacted]. The person who answered took a message and said we'd be called. We weren't. We called [redacted]'s number, which he'd given us at the home and garden show. When he returned our call, he was not specific about when we would receive our bed. The next email we received was on March 26th, also from [redacted], apologizing in advance for the delay of delivery due to overwhelming response to the free bases the company offered. We did not order a base. Then she stated that they oversold the free base event. Then there was mention of [redacted] strikes as another reason for delay of delivery. Today, April 7th, we called the company and couldn't through and kept calling the [redacted] number and then, out of the blue, [redacted] answered. We told him we wanted to know when our bed would arrive. He hemmed and hawed and pulled a number of "oh, about a week or so" and we pushed for an answer. He said, about a week, and we asked if that was 5 business days. He again, hesitated, and then said that was about right. We said we'd be calling back on the 13th. At this point, we're no longer interested in the bed. There is virtually no reliable customer service. We feel we've been taken. Desired Settlement: The product has not shipped. That was verified today in our conversation with [redacted] at Hybrid Nation. According to our contract, because the product has not been shipped, we want the contract cancelled, the cancellation fee waived and the $90 sales tax we paid credited back to the credit card used at the point of sale.

Business

Response:

Its unfortunate that [redacted] wants to cancel. The [redacted] strikes have caused havoc for many companies in multiple industries in the US. This caused a delay in the arrival of materials used to fabricate products. I corresponded with authorized user on the account. She requested to cancel despite the fact that item is ready to ship. (Email communication was sent to customer advising of shipping delays. We were proactive in making contact to inform). Typically this is not permitted. However, I did receive approval for this particular case.[redacted] has been refunded. The credit voucher is attached.

Consumer

Response: