Linenspa

Hi ***, As per the care instructions that we provided you, we do not recommend that the cover be removed for washingLike with any product, you are the owner and can choose to care for it as you see fitAs the manufacture, we provide recommended care instructions to ensure the lifespan and quality of the productUnfortunately, you did not follow the manufacture recommended care instructions on the mattress you purchased, which is why you are experiencing some issuesThat being, we still would like to helpIf you are interested in a complimentary mattress encasement, please email us at [email protected]!

[redacted] , Thank you for contacting us and bringing this situation to our attentionUsing the email you provided in your order I was able to locate an email threadIt looks like your first email correspondence with us was on June 24, at 9:31pm MST which was after we had closed for business hoursWe responded the very next business day June 27, at 10:AM MST to help with the return processWe asked for some follow up information to better assist you in the returnYou responded later that day at 11:17am MST providing the requested informationWe then responded later that day at 11:am MST as well, giving you the return options specific to the situation you were inYou then requested further information regarding your return at 11:25am MSTWe followed up at 11:am MST asking for order information details to answer your questionYou then responded at 11:30am MST with the information we requestedWe then responded at 11:am MST with the information you requestedYou then let us know at 11:am MST what return option you would likeWe then proceeded to process your refund and responded to your message at 12:33pm MSTAfter which the situation was resolved Linenspa

Complaint: [redacted] I am rejecting this response because:The LineSpa was the seller when I purchased the mattress but I believe that they also a manufacturer of same, as my receipt clearly indicates the name of the mattress" Lucid by LinenSpa" Also looking through other complaints on Revdex.com website, they previously accepted the responsibility for warranty claims in similar circumstances They are very good at playing the game that they not the manufacturer but only the sellerNot according to the receipt I have from Amazon If one to assume that LinenSpa is only the seller, then they knowingly committing fraud by selling and advertising non existent warranty for items they sellAnother fact confirming that LinenSpa and Lucid is one and the same, is that I sent over ten email requests for warranty claim directly to Lucid over last several months and never heard back from them Within few hours after I filed a claim with Revdex.com accusing LinenSpa of fraud, I immediately received an email from Lucid stating that they heard from LinenSpa that I want to file a warranty claim This is unbelievable after Lucid did not respond to me after numerous direct emails to them but immediately responded "after they heard from LinemSpa" And Lucid asked me for same information that I sent them in every email for the last two months, including pictures and receipts Both business (LinenSpa and Lucid) are one and the same and both are fraud playing the game with customers that they are different and blaming each other where they are in fact the same business Stop playing games and fulfil the warranty you as a seller or as a manufacturer claimed the item has Sincerely, [redacted]

All warranty claims outside of days need to be directed toward the manufacturer, Lucid MattressThey may be reached by emailing [redacted] @lucidmattress.com with a copy of the receiptI don't have any records of any emails with this customer, but regardless, the manufacturer will need to be contacted concerning this claim

Hi,We received a message from the Revdex.com on 3/24/concerning one of our customers She had ordered mattress protectors as well as mattresses Our customer got her shipment but was missing the mattresses with her order When the customer realized this she contacted Linenspa and spoke with a customer service representative about this situation Linenspa was moving facilities and warehouses the weekend (March 17th, 18th, and 19th) that the customer called in The customer service representative made a note to send out the mattresses on the following Monday (March 21th) when Linenspa was available to ship product The note got overlooked though and the mattresses weren’t shipped out on Monday The customer called in to speak with Linenspa about the mattresses, but due to their move Linenspa was having difficulty with their phone system and the customer couldn’t get through To help customers be aware, Linenspa put messages up on their website to inform customers about this situation and asked customers to send emails as a form of communication until the phones were back up When Linenspa received a message through email on March 24th about a complaint, the customer service representative called and emailed the customer informing them of the situation Once the customer replied to the email on 24th saying they still wanted the mattresses to be delivered, Linenspa sent them out According to UPS tracking there has been attempt for delivery UPS will try again tomorrow March 31, 2016.Please let us know if you have any questions.Thanks,Linenspa

Linenspa is a sister company to Lucid and Linenspa offers Lucid products on various sales channels Depending on the sales channel or portal, the way the seller is listed can potentially be confusing Lucid stands behind it's products and as soon as we notified Lucid of the complaint Lucid wanted to quickly respond to begin working with the customer We asked them to look into why they hadn't responded to prior emails and Lucid conducted an investigation and discovered that their email spam filter had filtered out the customers' email before it appeared within their warranty resolution email inbox Lucid assures us that this customer should not have further issues with their email to Lucid being filtered out as spam I have checked on the status of this warranty request and Lucid has informed Linenspa that the customer is working with Lucid on providing the documentation to process their warranty claim The customer informed Lucid at their last correspondence that they were stuck out of the country due to their flights being canceled for bad weather in New York We have full confidence that Lucid will stand by the warranty and work with the customer.JoshLinenspa

Hi [redacted] ,We wanted to reach out to you in response to the Revdex.com claim you submitted in January of Our company was under reconstruction at the time and were in the process of re-organizing our customer service departmentUnfortunately, it appears as if your Revdex.com claim was accidentally left unansweredWe recently realized we had not responded to your Revdex.com claim and want to make this right with you.From your complaint, you provided information that you purchased a Lucid brand mattress in August of You said your mattress was causing back pain and you were experiencing some areas that were sinking even though you had been rotating it regularlyWe responded with information on how to file a warranty claimWe asked for a copy of your original purchase receipt to provide proof of purchase, and pictures of the mattress to determine the depth of the depressed areaWe asked for specific photos to help us determine if your mattress was defectiveOur company sells products exclusively onlineBecause we do not have any retail locations, all of our warranty claims are submitted electronically through emailWe do not have the means or resources to send representatives to homes of individuals who file warranty claims.Our mattress warranty process is similar to other mattress companiesThe warranty process outlined is very standard in the online mattress industryBecause you choose to not send us any photos of your product, we were unable to determine if you mattress was defectiveAlthough you chose to forgo the warranty process, we would be happy to offer you a 55% refundIf this resolution interests you, please shoot us an email at [email protected] or give us a call at Please give reference to this claim and we can get your 55% refund issuedThanks! EricaLinenspa

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We are sorry to hear about this situation Once we became aware of the shipping issue we arranged with our shipping department to get the replacement product on its way The tracking for this replacement is: [redacted] We are committed to providing our customers with quality products quickly Occasionally there are shipping errors and when they occur we will promptly correct them as we become aware of the situation [redacted] ’s product according to UPS is out for delivery today

Complaint: [redacted] I am rejecting this response because: I was not able to find the information the company referred to from the ISPA that apparently would confirm that this is industry practicePerhaps the company can be more specific about where dimension guidelines for the industry can be found.?That said: 1) LinenSpa's misrepresentation of their mattresses seems to be more drastic than any evidence I can find of other companies doing this2) "Everybody else is doing it" is rarely a reasonable response for dishonest practicesThe company does not state in their specs for their products what size bed frame their various mattresses are intended for but, instead, states what the mattress dimensions AREThus, for these to be inaccurate dimensions to be intentionally listed is misleading.I certainly welcome the company's $refund for my troubleIn fact, they'd already promised this to me then reneged on the offerIt's a shame the Revdex.com had to get involved for them to follon their offerWhether I receive this refund or not, the company should not continue to misrepresent their product, which was the focus of my Revdex.com complaint Sincerely, [redacted] ***

The customer contacted Linenspa through our customer service email on 2/17/reporting their mattress had moldLinenspa responded on 2/20/letting the customer know that the warranty is offered through the manufacture of the item, LUCID and not the seller LINENSPALinenspa was honest in letting the customer know that it was not likely the item would be covered under warranty due to misuse or abuse and failure to follow care instructions but provided the warranty email for LucidLinenspa also offered a 25-30% refund to help compensate for any inconvenienceThe customer responded on 2/21/letting Linenspa know they had previously been in contact with LUCID and the warranty claim had been deniedAs well Lucid contacted Linenspa and had worked out a 20% discount code if the customer would like to make a future purchase for a new mattressLinenspa responded to the customer on 2/22/letting them know that they had been unaware of this offer, as Lucid contacted the warranty department of Linenspa to get the discount code and that the customer service department we would move forward in honoring the discount code of 20% off, as this was the initial complimentary offer by the warranty department of Linenspa The warranty for this mattress is exclusively offered through LUCID the manufacture and Linenspa, the seller, has no authorization to permit or deny a warranty replacement or refundWe simply offered the customer a complimentary discount code for any future purchase, which they did not take advantage of

The customer purchased this mattress off of Amazon, that is sold by our company LinenspaThis mattress is manufactured by a company called LucidWe purchase this item directly from Lucid to then resell on different sites such as AmazonThe 25-year warranty that is included with this product is
offered by the manufacturing company LucidLinenspa is the seller of the item and deals with returns of items within days of purchase and can assist with warranty claim within those same daysIf the customer wishes to get a refund or replacement, under the warranty, they will need to work directly with the manufacture LucidRegardless of where the item was purchased, any warranty claim would need to be submitted to and processed by the manufacture of the item, which in this specific case is LucidTo be helpful for the customer the contact information for Lucid is below: Lucid Mattress [email protected]

We were contacted about a return due to a better price through a different sales channelOur return policy through Amazon (link below) states that we will take a return for any unopened/unused item within days of purchaseReturn shipping is only covered if there was an error on our end or a
defect in the productSince this return was per the customer's request and not due to any problems, it does not qualify for free return shippingWe processed a return label for the customer so that she could take advantage of our shipping discounts, but we will need to withhold the shipping cost from the refund to cover the cost. Prime eligible items are fulfilled and shipped by Amazon with returns taken care of by Amazon as wellThis item was not offered on Prime as it was a seller-fulfilled productThe second link below is to the product page on Amazon which shows the item is seller-fulfilled and not Prime eligible (states ships from and sold by Linenspa)http://www.amazon.com/gp/aag/details/ref=aag_m_rt?ie=UTF8&asin=&isAmazo...⇄

On November 3, we received an email from *** stating that he purchased four of our pillows and that only three had expanded to their full shapeOn the same day, November 3, 2017, Linenspa responded and asked for a copy of his receipt to verify that he was the original purchaser and the date
of purchase*** provided us with a receipt showing that he only purchased one of his Linenspa pillows from Walmart.com for $He did not provide us with any other receipts for the other pillows he purchased claiming he had already returned those other pillows to the purchasing vendors for a full refund We offered to send him a replacement pillow at no charge to him once he confirmed his shipping addressWe shipped him a replacement pillow the next dayOn November 13, *** reached back out to us and said that the replacement pillow was having the same expansion issueWe offered to issue him a full refundOn Nov 14th, Linenspa issued a full refund for $to *** through check and informed him per his email address that he can expect that refund shortly

We apologize for any inconvenience, but we cannot assist you furtherFor any specific company information regarding Lucid, you need to contact Lucid directly

Hi *** ***, Thank you for contacting us regarding you Linenspa Memory Foam MattressWe are sorry to hear that you’ve had an issue with one of our mattresses and want to do our best to help youWe have attached a pdf of the care tag located on your mattressAs you can see from the tag, we
do not recommend that the zippered cover should be removed and launderedThis is for a couple of reasonsPer Federal regulation, all mattresses must have a flame-rdant componentLike the majority of companies in this industry, we use a fiberglass flame rdant on many of our mattressesThis meets federal regulation and allows our mattresses to be CertiPCertifiedBe assured that the fiberglass is not harmful, but can cause slight irritation, which is why we recommend that you keep your cover on (see attachment)That being said, we do want to help and would be happy to provide you with a complimentary mattress encasementIf this interests you, please email us at [email protected]!

[redacted] contacted Linenspa concerned about the dimensions listed for her 6" innerspring mattress. [redacted] noted that the dimensions for the mattress are slightly smaller than what is listed. Linenspa assured [redacted] that this is a standard practice within the bedding industry. Bed frames are made...

with specific dimensions in mind, (For example, a Queen frame is 60x80). So for a mattress to fit correctly on the frame, the mattress needs to be smaller. Like all other bedding manufacturers, Linenspa adjusts their sizes to allow for the best "fitting together" of their bedding products. For examples of this, please refer to the International Sleep Products Association (ISPA) for further information. We sincerely apologize for any confusion regarding this and would be happy to issue the customer a $50 refund. Linenspa has emailed the customer asking for an address verification. Because her order was placed and fulfilled by Amazon, Linenspa does not have any access to her payment or shipping information. Once we confirm her correct mailing address, we will send her a check for $50 and apologize for any inconvenience this may have caused.

Complaint: [redacted]
I am rejecting this response because:The LineSpa was the seller when I purchased the mattress but I believe that they also a manufacturer of same, as my receipt clearly indicates the name of the mattress" Lucid by LinenSpa".  Also looking through other complaints on Revdex.com website, they previously accepted the responsibility for warranty claims in similar circumstances.  They are very good at playing the game that they not the manufacturer but only the seller. Not according to the receipt I have from Amazon.  If one to assume that LinenSpa is only the seller, then they knowingly committing fraud by selling and advertising non existent warranty for items they sell. Another fact confirming that LinenSpa and Lucid is one and the same, is that I sent over ten email requests for warranty claim directly to Lucid over last several months and never heard back from them.  Within few hours after I filed a claim with Revdex.com accusing LinenSpa of fraud, I immediately received an email from Lucid stating that they heard from LinenSpa that I want to file a warranty claim.  This is unbelievable after Lucid did not respond to me after numerous direct emails to them  but immediately responded "after they heard from LinemSpa"   And Lucid asked me for same information that I sent them in every email for the last two months, including pictures and receipts  Both business (LinenSpa and Lucid) are one and the same and both are fraud playing the game with customers that they are different and blaming each other where they are in fact the same business   Stop playing games and fulfil the warranty you as a seller or as a manufacturer claimed the item has. 
Sincerely,
[redacted]

Linenspa is a sister company to Lucid and Linenspa offers Lucid products on various sales channels.  Depending on the sales channel or portal, the way the seller is listed can potentially be confusing.  Lucid stands behind it's products and as soon as we notified Lucid of the complaint Lucid wanted to quickly respond to begin working with the customer.  We asked them to look into why they hadn't responded to prior emails and Lucid conducted an investigation and discovered that their email spam filter had filtered out the customers' email before it appeared within their warranty resolution email inbox.  Lucid assures us that this customer should not have further issues with their email to Lucid being filtered out as spam.  I have checked on the status of this warranty request and Lucid has informed Linenspa that the customer is working with Lucid on providing the documentation to process their warranty claim.  The customer informed Lucid at their last correspondence that they were stuck out of the country due to their flights being canceled for bad weather in New York.  We have full confidence that Lucid will stand by the warranty and work with the customer.JoshLinenspa

Hi,We received a message from the Revdex.com on 3/24/16 concerning one of our customers.  She had ordered 2 mattress
protectors as well as 2 mattresses.  Our
customer got her shipment but was missing the mattresses with her order.  When the customer realized this she contacted
Linenspa...

and spoke with a customer service representative about this situation.  Linenspa was moving facilities and warehouses
the weekend (March 17th, 18th, and 19th) that
the customer called in.  The customer
service representative made a note to send out the mattresses on the following
Monday (March 21th) when Linenspa was available to ship product.  The note got overlooked though and the
mattresses weren’t shipped out on Monday. 
The customer called in to speak with Linenspa about the mattresses, but
due to their move Linenspa was having difficulty with their phone system and
the customer couldn’t get through.  To
help customers be aware, Linenspa put messages up on their website to inform
customers about this situation and asked customers to send emails as a form of
communication until the phones were back up. 
When Linenspa received a message through email on March 24th
about a complaint, the customer service representative called and emailed the
customer informing them of the situation. 
Once the customer replied to the email on 24th saying they
still wanted the mattresses to be delivered, Linenspa sent them out.  According to UPS tracking there has been 1
attempt for delivery.  UPS will try again
tomorrow March 31, 2016.Please let us know if you have any questions.Thanks,Linenspa