Response to Complaint [redacted] - [redacted] - Our repair policy, which is available on our website and in the attachment, states that the cost of repairing a Queen Biomat from the 4th year and on, is $(repair) and $(cost of top), totaling $Dave was not satisfied with these costs, therefore we reduced it to $130, much less than what we usually charge- It is also clearly stated in our policy that the customer is responsible for shipping costs to send the product in for repair or replacementUsual shipping costs for this type of item would be approximately $800-$1,due to the shipping weight and dimensionsWe understand that shipping is expensive, so we extended our discounted shipping cost, which came out to $- We believe we have provided various options to fulfill Dave's requests
Hello [redacted] hope you had a nice weekend. too bad I can’t say the same for the cunning and slick folks of richway. when I was sold the problematic mattress topper 4 years ago by a mendacious MLM sales agent I was promised repair, for any reasons, in a fast and reasonable manner at a local repair office. There is nothing local about a repair in HI especially for a resident of NJ. Perhaps the company didn’t meet its expansion goal of reaching out to the east coast. But to thrust upon the consumer the exorbitant cost of shipping is corporate irresponsibility at its best. Also, the “discounted” shipping rate of $450 was something totally unknown to me. Besides, isn’t it up to UPS or FedEx to determine the rates of shipping. To make matters worse, I am a disabled person with a severe mobility impairment. I would have to expend extra costs to employ individuals to assist me in receiving repairs. I understand the $130 charge for the repair (which shouldn’t have happened in the first place) but the cost of shipping for a very unlocal repair gives me miffs and vexes. I would like to reject/deny the resolution/rebuttal set forth by richway.
Thank you for your mail with very good newsAnd I appreciate your good help and make this case close wellI wish Richway's customer service will make our valuable customer Ms [redacted] happyWe will send "UPS" return sticker to her, When she received this sticker, she put that sticker on her old Biomat Box and call UPS to pick it upThen UPS will send to usAfter she confirm to send old Biomat shipping, we will send repaired product to her from EU countrySo, she does not need to pay anything as Custom duty or etcWhen you send me confirmation of above conditions, we will send her UPS sticker immediatelyThank you Sincerely yours Calvin K**
Dear Ms*** ***Thank you for your mail dated March 16, regarding above subject case ID *** caseCustomer name is Ms*** *** from England.Briefly Explain this case:1)Her Purchasing date is 11/12/(months ago from today)*See addendum A2)We got her defect report at
11/30/ (After month later after purchased)*See Addendum B3)We got her original product and send new product from Korea, before we sent from Factory, Factory inspected all function is working well.•See Addendum C4)We sent new product by Air with no Charge, and we did not charge for exchange new Product*Company paid shipping charge from Korea to England more than $700 5)Company Refund Policy:According to refund policy in order form which she signed clearly indicated that refund Terms and Condition is within month•See addendum D6)Company Offer to her.We will change another new product or we will give you total credit for purchase any other company product.7)Shejust insist 100% refund after year later.*See addendum E (e-mail communication with her)Thank you
I am going to need to cordially decline the offer to share the name of the dodgy MLM sales agentI was never a snitch, and I am too old to become one nowI don’t want to participate in the housekeeping at richway that is surely to ensueInstead of internal finger pointing, richway should be more concerned about the current problemHowever, I will be more than happy to furnish the little record of the transaction that I possessAlso below is my response to the businesses latest replyFor a year old transaction that didn’t even generate the basic sales receipt, is it naïve of me to expect a detailed description of the repair and warranty agreement by the unscrupulous agent back thenWe are going around in a merry go round of he said and she saidAs mentioned before, we are only ruminating on the same details without a real resolutionI wish to find the most amicable and reasonable solution possibleLet’s focus only on the tangible factors of this problemFact 1: I purchased a mattress topper from richwayFact 2: there is a hole in the heating element of the mattress topperFact 3: in regards to my health and safety, I need to rectify this peccadilloFact 4: the only way to attain this imperative repair is for me to mail/ship the mattress topper all the way to Hawaii or Korea for a very unlocal repairI realize this is my biased point of view, but I firmly believe that a big company like richway should have the fortitude to stand behind its productsI am not asking your company to reinvent the wheelJust, assisting in finding a happy mediumLike I said before, I understand $for repairs, but to fork over an arm and a leg for repair shipping sounds very asinine
We accept and await UPS sticker.We shall of course confirm when collection has been made and that the product is in good working order.Many thanks to you and *** *** for your assistance.Best wishes,*** & *** ***
Hello [redacted] hope you had a nice weekend. too bad I can’t say the same for the cunning and slick folks of richway. when I was sold the problematic mattress topper 4 years ago by a mendacious MLM sales agent I was promised repair, for any reasons, in a fast and reasonable manner at a local repair office. There is nothing local about a repair in HI especially for a resident of NJ. Perhaps the company didn’t meet its expansion goal of reaching out to the east coast. But to thrust upon the consumer the exorbitant cost of shipping is corporate irresponsibility at its best. Also, the “discounted” shipping rate of $450 was something totally unknown to me. Besides, isn’t it up to UPS or FedEx to determine the rates of shipping. To make matters worse, I am a disabled person with a severe mobility impairment. I would have to expend extra costs to employ individuals to assist me in receiving repairs. I understand the $130 charge for the repair (which shouldn’t have happened in the first place) but the cost of shipping for a very unlocal repair gives me miffs and vexes. I would like to reject/deny the resolution/rebuttal set forth by richway.
Thank you for your mail with very good news. And I appreciate your good help and make this case close well. I wish Richway's customer service will make our valuable customer Ms. [redacted] happy. We will send "UPS" return sticker to her, When she received this sticker, she put that sticker on her old Biomat Box and call UPS to pick it up. Then UPS will send to us. After she confirm to send old Biomat shipping, we will send repaired product to her from EU country... So, she does not need to pay anything as Custom duty or etc. When you send me confirmation of above conditions, we will send her UPS sticker immediately. Thank you. Sincerely yours Calvin K**
Response to Complaint [redacted] - [redacted] - Our repair policy, which is available on our website and in the attachment, states that the cost of repairing a Queen Biomat from the 4th year and on, is $240 (repair) and $600 (cost of top), totaling $840. Dave was not satisfied with these costs,...
therefore we reduced it to $130, much less than what we usually charge. - It is also clearly stated in our policy that the customer is responsible for shipping costs to send the product in for repair or replacement. Usual shipping costs for this type of item would be approximately $800-$1,000 due to the shipping weight and dimensions. We understand that shipping is expensive, so we extended our discounted shipping cost, which came out to $450.79. - We believe we have provided various options to fulfill Dave's requests.
Our response is below: I sincerely apologize for the negative experience you had with one of our sales agents and the misinformation he/she provided. All of our sales agents should be aware that items requiring repairs get sent to Hawaii. This information is also available on our company website. I also apologize that the shipping discount was not forwarded to you during your communication with our customer service representative. To clarify, according to our policies, customers are responsible to pay for return shipping to the company if requesting a repair. We would like to extend to you our discounted price (provided by UPS) for return shipping fees in this instance. Since your order was with the seller, not directly with the company, we do not have your records in our system. If you could provide us with your sales agent's information, we can try to track whom you purchased from and contact them to see if we can get their cooperation to resolve this matter. Out of courtesy, we have extended a special reduced repair cost and discounted shipping cost to accommodate your situation. At this time, this is the best offer we can provide to you. Thank you,
Response to Complaint [redacted] - [redacted] - Our repair policy, which is available on our website and in the attachment, states that the cost of repairing a Queen Biomat from the 4th year and on, is $(repair) and $(cost of top), totaling $Dave was not satisfied with these costs, therefore we reduced it to $130, much less than what we usually charge- It is also clearly stated in our policy that the customer is responsible for shipping costs to send the product in for repair or replacementUsual shipping costs for this type of item would be approximately $800-$1,due to the shipping weight and dimensionsWe understand that shipping is expensive, so we extended our discounted shipping cost, which came out to $- We believe we have provided various options to fulfill Dave's requests
Hello [redacted] hope you had a nice weekend. too bad I can’t say the same for the cunning and slick folks of richway. when I was sold the problematic mattress topper 4 years ago by a mendacious MLM sales agent I was promised repair, for any reasons, in a fast and reasonable manner at a local repair office. There is nothing local about a repair in HI especially for a resident of NJ. Perhaps the company didn’t meet its expansion goal of reaching out to the east coast. But to thrust upon the consumer the exorbitant cost of shipping is corporate irresponsibility at its best. Also, the “discounted” shipping rate of $450 was something totally unknown to me. Besides, isn’t it up to UPS or FedEx to determine the rates of shipping. To make matters worse, I am a disabled person with a severe mobility impairment. I would have to expend extra costs to employ individuals to assist me in receiving repairs. I understand the $130 charge for the repair (which shouldn’t have happened in the first place) but the cost of shipping for a very unlocal repair gives me miffs and vexes. I would like to reject/deny the resolution/rebuttal set forth by richway.
Thank you for your mail with very good newsAnd I appreciate your good help and make this case close wellI wish Richway's customer service will make our valuable customer Ms [redacted] happyWe will send "UPS" return sticker to her, When she received this sticker, she put that sticker on her old Biomat Box and call UPS to pick it upThen UPS will send to usAfter she confirm to send old Biomat shipping, we will send repaired product to her from EU countrySo, she does not need to pay anything as Custom duty or etcWhen you send me confirmation of above conditions, we will send her UPS sticker immediatelyThank you Sincerely yours Calvin K**
Dear Ms*** ***Thank you for your mail dated March 16, regarding above subject case ID *** caseCustomer name is Ms*** *** from England.Briefly Explain this case:1)Her Purchasing date is 11/12/(months ago from today)*See addendum A2)We got her defect report at
11/30/ (After month later after purchased)*See Addendum B3)We got her original product and send new product from Korea, before we sent from Factory, Factory inspected all function is working well.•See Addendum C4)We sent new product by Air with no Charge, and we did not charge for exchange new Product*Company paid shipping charge from Korea to England more than $700 5)Company Refund Policy:According to refund policy in order form which she signed clearly indicated that refund Terms and Condition is within month•See addendum D6)Company Offer to her.We will change another new product or we will give you total credit for purchase any other company product.7)Shejust insist 100% refund after year later.*See addendum E (e-mail communication with her)Thank you
I am going to need to cordially decline the offer to share the name of the dodgy MLM sales agentI was never a snitch, and I am too old to become one nowI don’t want to participate in the housekeeping at richway that is surely to ensueInstead of internal finger pointing, richway should be more concerned about the current problemHowever, I will be more than happy to furnish the little record of the transaction that I possessAlso below is my response to the businesses latest replyFor a year old transaction that didn’t even generate the basic sales receipt, is it naïve of me to expect a detailed description of the repair and warranty agreement by the unscrupulous agent back thenWe are going around in a merry go round of he said and she saidAs mentioned before, we are only ruminating on the same details without a real resolutionI wish to find the most amicable and reasonable solution possibleLet’s focus only on the tangible factors of this problemFact 1: I purchased a mattress topper from richwayFact 2: there is a hole in the heating element of the mattress topperFact 3: in regards to my health and safety, I need to rectify this peccadilloFact 4: the only way to attain this imperative repair is for me to mail/ship the mattress topper all the way to Hawaii or Korea for a very unlocal repairI realize this is my biased point of view, but I firmly believe that a big company like richway should have the fortitude to stand behind its productsI am not asking your company to reinvent the wheelJust, assisting in finding a happy mediumLike I said before, I understand $for repairs, but to fork over an arm and a leg for repair shipping sounds very asinine
We accept and await UPS sticker.We shall of course confirm when collection has been made and that the product is in good working order.Many thanks to you and *** *** for your assistance.Best wishes,*** & *** ***
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Hello [redacted] hope you had a nice weekend. too bad I can’t say the same for the cunning and slick folks of richway. when I was sold the problematic mattress topper 4 years ago by a mendacious MLM sales agent I was promised repair, for any reasons, in a fast and reasonable manner at a local repair office. There is nothing local about a repair in HI especially for a resident of NJ. Perhaps the company didn’t meet its expansion goal of reaching out to the east coast. But to thrust upon the consumer the exorbitant cost of shipping is corporate irresponsibility at its best. Also, the “discounted” shipping rate of $450 was something totally unknown to me. Besides, isn’t it up to UPS or FedEx to determine the rates of shipping. To make matters worse, I am a disabled person with a severe mobility impairment. I would have to expend extra costs to employ individuals to assist me in receiving repairs. I understand the $130 charge for the repair (which shouldn’t have happened in the first place) but the cost of shipping for a very unlocal repair gives me miffs and vexes. I would like to reject/deny the resolution/rebuttal set forth by richway.
Thank you for your mail with very good news. And I appreciate your good help and make this case close well. I wish Richway's customer service will make our valuable customer Ms. [redacted] happy. We will send "UPS" return sticker to her, When she received this sticker, she put that sticker on her old Biomat Box and call UPS to pick it up. Then UPS will send to us. After she confirm to send old Biomat shipping, we will send repaired product to her from EU country... So, she does not need to pay anything as Custom duty or etc. When you send me confirmation of above conditions, we will send her UPS sticker immediately. Thank you. Sincerely yours Calvin K**
Response to Complaint [redacted] - [redacted] - Our repair policy, which is available on our website and in the attachment, states that the cost of repairing a Queen Biomat from the 4th year and on, is $240 (repair) and $600 (cost of top), totaling $840. Dave was not satisfied with these costs,...
therefore we reduced it to $130, much less than what we usually charge. - It is also clearly stated in our policy that the customer is responsible for shipping costs to send the product in for repair or replacement. Usual shipping costs for this type of item would be approximately $800-$1,000 due to the shipping weight and dimensions. We understand that shipping is expensive, so we extended our discounted shipping cost, which came out to $450.79. - We believe we have provided various options to fulfill Dave's requests.
Our response is below: I sincerely apologize for the negative experience you had with one of our sales agents and the misinformation he/she provided. All of our sales agents should be aware that items requiring repairs get sent to Hawaii. This information is also available on our company website. I also apologize that the shipping discount was not forwarded to you during your communication with our customer service representative. To clarify, according to our policies, customers are responsible to pay for return shipping to the company if requesting a repair. We would like to extend to you our discounted price (provided by UPS) for return shipping fees in this instance. Since your order was with the seller, not directly with the company, we do not have your records in our system. If you could provide us with your sales agent's information, we can try to track whom you purchased from and contact them to see if we can get their cooperation to resolve this matter. Out of courtesy, we have extended a special reduced repair cost and discounted shipping cost to accommodate your situation. At this time, this is the best offer we can provide to you. Thank you,