Linenspa

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]

All warranty claims outside of 30 days need to be directed toward the manufacturer, Lucid Mattress. They may be reached by emailing [redacted]@lucidmattress.com with a copy of the receipt. I don't have any records of any emails with this customer, but regardless, the manufacturer will need to be...

contacted concerning this claim.

Complaint: [redacted]
I am rejecting this response because:
LinenSpa selling LUCID product but you do not have LUCID company address ?.

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. Also Linenspa should look over their website. I attempted to email my complaint directly to them, as directed on website but the email would not go through.
Sincerely,
[redacted]

Hi [redacted], Thank you for bringing your concern to our attention. We are sorry about your situation. From what you have described, you are looking to file a Revdex.com claim with Lucid mattress. We are not the manufacture of the Lucid mattress you purchased however we do sell their products. We are...

Linenspa and manufacture Linenspa products. We have gone ahead and reached out to Lucid on your behalf to help start the warranty claim process. You can expect to receive an email from Lucid within the next 24 business hours. If you need any further assistance with your Lucid product, we would encourage you to contact Lucid directly. Thanks!Linenspa

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.

[redacted],   Thank you for contacting us and bringing this situation to our attention. Using the email you provided in your order I was able to locate an email thread. It looks like your first email correspondence with us was on June 24, 2016 at 9:31pm MST which was after we had closed for...

business hours. We responded the very next business day June 27, 2016 at 10:22 AM MST to help with the return process. We asked for some follow up information to better assist you in the return. You responded later that day at 11:17am MST providing the requested information. We then responded later that day at 11:23 am MST as well, giving you the return options specific to the situation you were in. You then requested further information regarding your return at 11:25am MST. We followed up at 11:28 am MST asking for order information details to answer your question. You then responded at 11:30am MST with the information we requested. We then responded at 11:36 am MST with the information you requested. You then let us know at 11:37 am MST what return option you would like. We then proceeded to process your refund and responded to your message at 12:33pm MST. After which the situation was resolved.   Linenspa

Hi [redacted],We wanted to reach out to you in response to the Revdex.com claim you submitted in January of 2016. Our company was under reconstruction at the time and were in the process of re-organizing our customer service department. Unfortunately, it appears as if your Revdex.com claim was accidentally left...

unanswered. We 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 2015. You said your mattress was causing back pain and you were experiencing some areas that were sinking even though you had been rotating it regularly. We responded with information on how to file a warranty claim. We 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 area. We asked for specific photos to help us determine if your mattress was defective. Our company sells products exclusively online. Because we do not have any retail locations, all of our warranty claims are submitted electronically through email. We 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 companies. The warranty process outlined is very standard in the online mattress industry. Because you choose to not send us any photos of your product, we were unable to determine if you mattress was defective. Although you chose to forgo the warranty process, we would be happy to offer you a 55% refund. If this resolution interests you, please shoot us an email at [email protected] or give us a call at 800.560.9239. Please give reference to this claim and we can get your 55% refund issued. Thanks! EricaLinenspa

Hi! Thank you for reaching out to us through the Revdex.com. We understand that you are not satisfied with the products and can confirm that I had offered a full refund. We apologize for any inconvenience and appreciate your patience. We will be sending a check to you in the mail for the amount that...

you are requesting. The check can take up to 7-11 days, but if you have not received the check within 11 days please call in and let us know. Please let us know if you have any other questions or concerns. Thanks!  GeorgeLinenspa

Hi [redacted],We have attached a copy of your Lucid 20 year warranty. As the seller of this product, Linenspa is not responsible for your warranty and you would need to contact the manufacture directly, Lucid, regarding any warranty claims. We have been in touch with Lucid, and they have informed us of...

your situation. From the photos you provided, it appears that there are some very large stains on your mattress, indicating moisture was introduced and damaged the foam. We sell a variety of different mattress brands, including Lucid. None of the mattresses we sell are advertised as being waterproof, or water resistant. This is why there is a market for waterproof mattress protectors. You are correct in assuming that memory foam can be quite warm and and has a tendency to trap in the heat. It doesn't sound like you had any protection on your mattress to safeguard it from liquids, including sweat. This would explain the stains on your mattress, which in turn would cause Lucid to void your warranty. That being said, we want to help in anyway that we can. Feel free to email us at [email protected] and we will work with you directly to get this resolved. We look forward to hearing from you. Thanks!Linenspa

Hi [redacted], As per the care instructions that we provided you, we do not recommend that the cover be removed for washing. Like with any product, you are the owner and can choose to care for it as you see fit. As the manufacture, we provide recommended care instructions to ensure the lifespan and quality of the product. Unfortunately, you did not follow the manufacture recommended care instructions on the mattress you purchased, which is why you are experiencing some issues. That being, we still would like to help. If you are interested in a complimentary mattress encasement, please email us at [email protected]. Thanks!

The customer contacted Linenspa through our customer service email on 2/17/17 reporting their mattress had mold. Linenspa responded on 2/20/17 letting the customer know that the warranty is offered through the manufacture of the item, LUCID and not the seller LINENSPA. Linenspa 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 Lucid. Linenspa also offered a 25-30% refund to help compensate for any inconvenience. The customer responded on 2/21/17 letting Linenspa know they had previously been in contact with LUCID and the warranty claim had been denied. As 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 mattress. Linenspa responded to the customer on 2/22/17 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 refund. We simply offered the customer a complimentary discount code for any future purchase, which they did not take advantage of.

Complaint: [redacted]
I am rejecting this response because: I'm still being put at fault for their carelessness and the only thing I'm being offered is an encasement. I'm not understanding how I'm being blamed and being only the consumer all I did was follow the care instructions.
Sincerely,
[redacted]

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]

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 practice. Perhaps 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 this. 2) "Everybody else is doing it" is rarely a reasonable response for dishonest practices. The 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 ARE. Thus, for these to be inaccurate dimensions to be intentionally listed is misleading.I certainly welcome the company's $50 refund for my trouble. In fact, they'd already promised this to me then reneged on the offer. It's a shame the Revdex.com had to get involved for them to follow-up on their offer. Whether 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 mystery box pillows are a promotion to sell out of pillows that may have damaged packaging. They are sold as is with no warranty, return, or exchange which is stated directly on the listing. The pillow had never been used or opened and could easily be used without the foam that did not expand...

all of the way by removing it. We offered the customer 20% off of a new one that is not from our damaged packaging, but we never heard back.