Natural Form Medical

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

In response to the complaint filed on 11/10/2016, Natural Form Sleep Systems would like to respond by sharing additional information regarding this situation. We mfga specialty mattress that was suggested to the consumer by her chiropractor based on their experience with this surface
helping manage medical challenges similar to hers. The product has an internal air system which appeared to fail at the end of the second year of use, something that doesn’t happen often and that we do provide a warranty against. As our warranty states, after year one the consumer is responsible for freight chargesIn this instance we shared the freight charges with the customer, approx$to help provide best customer service. In September, customer called again stating same issue, which is unique, but we again offered to replace the failed component and not charge any freight or product charge, pick up the failed system and test for irregularities. The consumer was not accepting of this through many conversations and wanted a completely new mattress at no cost or a complete refund. We explained that was outside our abilities, especially after years, but again reiterated the offer of a new system for her mattress or a deep discount on a mattress with newer technology. Our offer remains to stand behind our warranty of replacing the failed component and our further offer of a deeply discounted price on our newer technology. We feel that we are going above and beyond our responsibility and feel it’s unfortunate that we cannot meet this customer’s expectations, but are happy to supply what we have offered in hopes that the consumer can once again achieve the quality sleep she has experienced over the past three years