Lifekind

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 purchaseMedical needs, sensitivities to materials and sleeping habits are discussedIn 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 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 availIn 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-wayWe 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 $ ($less the $for shipping on-way)The original order for this customer was placed July 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 pithe 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 $Take accountability for your part in the transaction Let it go

On 1/12/we received word from the customer that one of the side rails on the frame she purchased was damagedUnderstand 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/at no additional cost to the customerOn 1/31/the customer contacted us to find out when she could expect delivery, and we gave her the local agent’s name and phone numberOn 2/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 apptOur 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/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 completeI 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 situationsLifekind 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

One of our product specialist had an email conversation with [redacted] regarding the deliveryHere are the notes from that conversation: Confirmed address where the damaged rail is; got reply it is outside the garage, swap can be done anytimeNotified [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:***, 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 am and 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

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

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 backBecause 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 or people who were going to buy from this company but did not after hearing about my experienceThey 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 $they owe me has cost them upwards of $40,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!