Lifekind, Inc.

I am rejecting this response because:1)If the smaller one (photos attached) falls within the company's standard for the full size, why was I instructed to proceed with exchanging/returning by Lifekind when I first contacted them on August 30th, 2017? As the Lifekind return policy states, I would have not been able to act upon my own judgement when it comes to returning/exchanging; I needed to first contact Lifekind to acquire the returning numberI have never concluded the item to be defective myselfWhatever the problem was, the fact is the two pillows I had received were different in size and I needed to exchange one of themIf this truly was Lifekind's standard, I should have been informed so upon my first contact by LifekindInstead, I was encouraged to go ahead and ship it back by Lifekind, only to waste my time, money and energy.2) I have never received $gift certificate from LifekindLifekind sends a $coupon (on any order of $or more) to anybody who writes a review on productsI wrote a review and Lifekind automatically sent me the coupon "$off any order of $or more"This is not a gift certificateThis is a sales promotion only to benefit Lifekind

I am rejecting this response because: In my letter to this company I informed them that I wished to have a refund for the bed they have caused such problems with.*** *** said no Despite the fact that Lifekind cost me more than the bed in wasted time and hiring people to sit at my home to wait for them based on lies they were coming I have been a loyal customer for almost a decade and referred so many customers to Lifekind and the first issue I've had or return every they treated me like a waste of time and ignored me.Lifekind is a terrible company They sell promises They do not make it right when they betray a customer.Without a refund I cannot accept their meager response of after repeated and repeated and repeated efforts they simply send a bar that costs nothing.They need to step up and own their behavior. Dr***

I am rejecting this response because: I have no way to get the rails There is no agent number that they sent for this new delivery How do I get the rail delivered? Who do I call for that? Nothing was provided for this new to actually be completed delivery

We asked to have the product returned to us to do an inspection to see if the item was in fact defective. If it was just an exchange that was requested, the customer would still have been responsible to pay return shipping. We don't feel that we erred or have treated this customer unfairly. The gift certificate that we offered her for her discontent, has been mailed to her which is why she has not yet received it

Exchange policy is unattainable.

One of our product specialist had an email conversation with [redacted] regarding the delivery. Here are the notes from that conversation: Confirmed address where the damaged rail is; got reply it is outside the garage, swap can be done anytime. Notified [redacted] at AIT.*Later - [redacted] asked if it was okay to be left outside even in the rain; advised the customer said it was fine without a signature.Contact made with the customer today:[redacted], As stated in my previous email the freight carriers are going to replace the damaged right side rail outside by your garage; there is no need for you to be there, that is why nobody has called you.  If you would like to speak with the local agents they are [redacted] however, it is not necessary since there is no signature required for delivery.  The exchange is scheduled to happen today between 8 am and 12 pm, and again you are not required to be there.I apologize if there was any confusion, we coordinated with freight carriers since it is inconvenient for you to be away from work and family obligations to sign for the delivery, and also to accommodate the fact that the second rail was at another location.If you have any questions or concerns please contact me directly for further assistance.The freight carrier has confirmed that this delivery has been made.  We will have the Proof of delivery by tomorrow.This issue should be resolved.

In order to ensure that our customers choose the mattress best suited for them, each customer at Lifekind goes through an extensive interview process with a product specialist before making a mattress purchase. Medical needs, sensitivities to materials and sleeping habits are discussed. In addition,...

every customer is informed that Lifekind does not give outright refunds.  In the event that a customer is not satisfied with their purchase, we offer a 90-day comfort exchange policy, in which the customer may exchange their mattress within 90 days of the original purchase for another, and a credit for the original mattress will be applied to the new mattress.  if the customer opts for the comfort exchange, it is explained to them that they will be responsible for shipping one-way.  Lifekind made every attempt to resolve the customer's dissatisfaction with their mattress, but to no avail. In a final effort to placate the customer, Lifekind agreed, against our policy, to take the mattress back and to refund the customer all monies except half of the shipping, which came to $265.00, which was their responsibility for shipping one-way. We arranged to have the mattress and box springs picked up from the customers' home, and once the items arrived back at the factory and the paperwork processed, we issued the customer credits Totaling $3122.50.  ($3387.50 less the $265 for shipping on-way)The original order for this customer was placed July 21 2014.  The customer needs to understand that they are accountable for their choices.  They chose to buy the mattress and agreed to the terms of the purchase, and yet now they don't acknowledge that we have bent over backwards to accommodate them.  We did not charge them a restocking fee, we did not charge them to pick-up the mattress and box springs, and we gave them back half of their original shipping amount.  This complaint has gone on way too long, and the customer needs to know that despite all the negative comments and complaints that they choose to post across the internet, we will not refund them the $265.00. Take accountability for your part in the transaction.   Let it go.

This is the last response I will make with regards to this former customer.  Our company stands behind our products, our customer service, and our integrity to treat the customer fairly.  We will not be  bullied into paying someone to silence their rants.

We received the std wool pillow back, and during inspection of the product it was determined to fall within the proper specifications for the product; therefore, not a defective item.  Customers will sometimes declare an item defective if they can visually see a difference in the product. ...

Pillows lofts can often appear different upon receiving them after shipment due to the product settling or one item have another item placed on to top.  Our pillows are also hand made and there may be slight variances even between two pillows of the same loft.  So what the customer may feel is defective, may not an accurate statement with regards to our manufacture guidelines.  We routinely refund a shipping cost if the product is truly defective.  Although we did not refund the shipping, we did offer this customer a $20.00 gift certificate to use on a future order.

I am rejecting this response because:   With Lifekind's inability to do the right thing, Karma has already come to bite this company in the back. Because of my position in many of the Environmental Illness  groups as well as the huge amount of people who seek my help and advice through other venues I  know of 9 or 10 people who were going to buy from this company but did not after hearing about my experience. They bought elsewhere because they  did not want to deal with a company that so easily broke the law and continues to deny and make excuses for it.  In adding up the numbers Lifekind's unwillingness to refund the $265 they owe me has cost them upwards of $40,000 or more.  I'm sure this amount will go ever higher as I will continue to let people know of my experience with Lifekind so that it will not happen to them.  I have all the correspondence and the lawyer's letter.  The proof is on my side.  As the saying goes....."you made your bed, now you can lay in it"   In this case with  Lifekind Inc.  this couldn't be more appropriate!

On 1/12/18 we received word from the customer that one of the side rails on the frame she purchased was damaged. Understand that we buy these frames from the manufacturer and do not open every box to make sure that the product is damage free.  We verified with our warehouse that we had a...

replacement part available that we could send.  The shipment was scheduled to leave our warehouse on 1/18/18 at no additional cost to the customer. On 1/31/18 the customer contacted us to find out when she could expect delivery, and we gave her the local agent’s name and phone number. On 2/5 18 the customer contacted us saying she could not accommodate the 5-hour time slots offered by the delivery company on 2/6/18, but that she could do a week-end appt. Our customer service team checked with the freight company to find out if week-end delivery was possible, but the local agents don’t work on Sunday , and were short staffed on Saturday.    The local agents say they showed up on 2/6/18 at 1:30, knocked twice, rang the doorbell, and have called every day since to reschedule.  They are not able to email  the customer (which is her preferred method of contact ), but the agents said they would call and monitor until the delivery is complete. I don’t know what day the customer had someone waiting for the delivery, but it is not uncommon to have to wait for deliveries or repairmen to show up, so making time to get that done is the least stressful way to deal with those situations. Lifekind has made every attempt to satisfy the customer’s need, and we don’t have control over the freight companies or the customers.  We have sent replacement rails to the customer to solve the problem, and have offered to have the agents leave the replacement parts outside at her location if she prefers.  We don’t even need to get the damaged piece back if that makes it any easier.  She will need to cooperate with the local agent to make that delivery possible.  We feel we have done our part and hope this event is quickly resolved.

They sold me poor quality bed sheets for the price of high quality bedding. They pilled after 3 washings, they replaced them once and the sheets pilled again. Now they won't do anything about it. The cotton is thin and doesn't feel right for organic cotton.

Review: We bought a very expensive bed from Lifekind in good faith. I have an adjudicated illness for the last fifteen years and needed this kind of natural bed. The bed has problems. We have not been able to sleep well, and we both have severe aches and pains that we have never had from another bed. My husband slept on another bed for two nights to see if that would give him pains and it didn't. The other issue is that the metal in the bed is severely harming me. My doctor only recently told me about the connection between my MCS, EMF and a mattress with metal. I called as soon as we realized that it was the bed that was causing these issues and asked for an exchange. I was told that they would do that for me and I was appreciative. The problems started because [redacted] quoted me prices that I wrote down one day and they seem to have steadily changed each time I spoke with her. It created a lot of confusion and worry because I needed to have a safe bed asap. We asked to talk to Jerry, and she asked me to let [redacted] know by email what we were looking for. She seemed very nice and we awaited hearing back from [redacted]. According to my conversations with [redacted], I asked for what we originally talked about and when we last spoke by phone, the prices had changed yet again. I called [redacted] to try to get to the bottom of why the prices kept changing and she wouldn't take my call. Subsequent calls to Lifekind proved fruitless. When I identified myself the phone it would go dead. After six times of this someone told me that they were instructed not to talk to me and the phone went dead again. Apparently Lifekind was okay with keeping my money and leaving us with a defective bed. We had to contact a lawyer who said they were breaking the law called the Calif. Consumer Legal Remedies Act. set forth in the Calif. Civil Code Section 1770A and 1770 A2. A few days after they received the lawyer letter, they refunded most of the money owed less $265. We have tried to recover the $265 to no avail.Desired Settlement: We would like Lifekind to make us whole by refunding the rest of the money they owe us. We had to buy from another company and pay costs that we would not have had to pay if Lifekind had done what they said they would do. It is not correct for them to keep any of our money since they changed the rules and were breaking the law. We hope that they will step up and finally take care of this as it should have been. We look forward to a resolution.

Business

Response:

In order to ensure that our customers choose the mattress best suited for them, each customer at Lifekind goes through an extensive interview process with a product specialist before making a mattress purchase. Medical needs, sensitivities to materials and sleeping habits are discussed. In addition, every customer is informed that Lifekind does not give outright refunds. In the event that a customer is not satisfied with their purchase, we offer a 90-day comfort exchange policy, in which the customer may exchange their mattress within 90 days of the original purchase for another, and a credit for the original mattress will be applied to the new mattress. if the customer opts for the comfort exchange, it is explained to them that they will be responsible for shipping one-way. Lifekind made every attempt to resolve the customer's dissatisfaction with their mattress, but to no avail. In a final effort to placate the customer, Lifekind agreed, against our policy, to take the mattress back and to refund the customer all monies except half of the shipping, which came to $265.00, which was their responsibility for shipping one-way. We arranged to have the mattress and box springs picked up from the customers' home, and once the items arrived back at the factory and the paperwork processed, we issued the customer credits Totaling $3122.50. ($3387.50 less the $265 for shipping on-way)The original order for this customer was placed July 21 2014. The customer needs to understand that they are accountable for their choices. They chose to buy the mattress and agreed to the terms of the purchase, and yet now they don't acknowledge that we have bent over backwards to accommodate them. We did not charge them a restocking fee, we did not charge them to pick-up the mattress and box springs, and we gave them back half of their original shipping amount. This complaint has gone on way too long, and the customer needs to know that despite all the negative comments and complaints that they choose to post across the internet, we will not refund them the $265.00. Take accountability for your part in the transaction. Let it go.

Business

Response:

This is the last response I will make with regards to this former customer. Our company stands behind our products, our customer service, and our integrity to treat the customer fairly. We will not be bullied into paying someone to silence their rants.

Consumer

Response:

I am rejecting this response because: With Lifekind's inability to do the right thing, Karma has already come to bite this company in the back. Because of my position in many of the Environmental Illness groups as well as the huge amount of people who seek my help and advice through other venues I know of 9 or 10 people who were going to buy from this company but did not after hearing about my experience. They bought elsewhere because they did not want to deal with a company that so easily broke the law and continues to deny and make excuses for it. In adding up the numbers Lifekind's unwillingness to refund the $265 they owe me has cost them upwards of $40,000 or more. I'm sure this amount will go ever higher as I will continue to let people know of my experience with Lifekind so that it will not happen to them. I have all the correspondence and the lawyer's letter. The proof is on my side. As the saying goes....."you made your bed, now you can lay in it" In this case with Lifekind Inc. this couldn't be more appropriate!