IntelliBED

To Whom It May Concern:I have include with this response the invoice signed by *** *** when she purchased the product from our storeAt the bottom of the invoice you will notice that our policy very clearly states "All Sales Are Final • No Refunds" *** was aware of this policy at the
time of purchaseWhenever a mattress is purchased from our company there are costs incurred that we cannot recoupThese costs would not have been incurred if they had not entered into the transaction in good faith to purchase the mattressThey are now wanting to back out for personal reasonsOur policy clearly states that this is not an option for them but in trying to work with them we offered the option to cancel for $We do not feel it necessary to provide documentation regarding our costsThis is less than 10% than the total and we feel it is a very generous offer, especially when our policy clearly states all sales are finalWe will allow the *** to proceed at this point with the $cancellation fee but if further time and effort is required on our part, we will enforce the full terms of the signed contract. Corey B***General Manager

This response is written in reply to the compliant submitted on March 29, 2016, which we received yesterday via US mail.  On Saturday, March 19, 2016, intelliBED held a warehouse sale at its Utah manufacturing / factory store.  The salesperson assisting this customer explained as...

part of the sales process that the purchase of merchandise in our Utah retail and factory stores is subject to our "exchange only" policy.  The salesperson entered the customer's order into our system and processed the order per the customer's request after explaining the exchange policy.  The customer picked up the product on Tuesday, March 22.  A week later, on Tuesday, March 29, one of our retail stores received a call from the customer's wife (who was not present during the purchase of the product) demanding that we allow her to return the mattress.  We again took the necessary time to explain to her the terms and conditions associated with her husband's purchase, and again mentioned that this had been explained to him at the time of the purchase.  The wife then called the salesperson who had sold the product to her husband and informed our salesperson that the return option was a "bad policy" and threatened to report us to the Revdex.com.  We have reached out again to the husband who purchased the product and suggested that they give more time to adjust to the new sleep surface.  We have many very satisfied customers who have found that by allowing sufficient time to adjust to the new sleep surface they find that our products provide the comfort and support they need.Thank you.