Nectar Sleep

The customer received a full refund on May 20,

RESPONSE: Customer requested a refund and received a full refund on May 30,

Complaint: ***
Thank you for the partial refund I will be keeping this ticket open until the pillows arrive
Sincerely,
***

Our records show that we have emailed this customer twice, and sent a Facebook message once, regarding picking up the mattresses(She received two in error and paid for one.) She has not responded to any of these messages for the pickupThe email address she has on file is ***.
Once she responds to an email asking her to fill out the form and return back to us, we will set up either a FedEX pickup if the item is unopened, or a local pick up service if it hasn’tWe can’t schedule that without her information in the formI’ve attached the form if you’d like to pass it along to her.
In order to begin the process of coordinating your pick up, please provide an answer to the information below. Full Name: ___________________________Phone number: _______________________Address of pickup including zip code: ______________Requested Date of Pickup: ______________________Preferred hour pickup window: __________________Special Instructions: ___________________________Has the mattress been opened:___________________________
Reason for Return: ______________________________________________________
______________________

Josh, after reviewing your account it looks like a return was scheduled for your foundation today via FedEx ground and are currently working on scheduling a return for your mattressPlease keep an eye on your inbox for an email from our Return's DepartmentAs soon as everything has been returned,
we will fully refund youThank you!

The customer's order was backordered and the date we anticipated the order to ship was unable to be met due to further delaysWe offered a credit for the delay which he declinedCustomer requested a cancellation and refund, which we carried outCustomer has been refunded and the order has been
cancelled

RESPONSE: Customer requested for a return and refundThe customer received a full refund on May 10,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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

Customer received mattress on April 26,

Please accept our sincerest apologies for the delay shipping out your DreamCloud mattressDreamCloud is a very young and upcoming company struggling to keep up with the demandWe appreciate every bit of feedback and utilize this to better improve our customer serviceI have accessed your account
and see the order is now in transit and will deliver on 3/We appreciate you hanging in there with us and hope you will love the mattress!

Complaint: ***I am rejecting this response because: While the company "claims" they have refunded my money and that it should be in my bank 2-days, it has not been posted yetThey have received the product back in their warehouseA company that totally ignores all attempts at contact is one not to be trustedNectar had numerous excuses as to why they were unable to answer their phone, emails, or chats for days, but amazingly as soon as they received the Revdex.com complaint they suddenly found the time to respondBut not so quick to return ones moneyI'm waiting Nectar. Sincerely,Kathy***

Please accept our sincerest apologies for the delay shipping out your DreamCloud mattressWe are a very young and upcoming company simply struggling to keep up with the demandI see that you reached out to Stella on the 26th of March and cancelled the orderYou have been fully refundedPlease
allow 2-business days for the funds to show back in your accountThank you!

Please accept our sincerest apologies for the delay in shipping out your order as well as the troubles reaching an agentWe are a very small team with a high contact volumeWe are currently in the process of hiring more people to assist us in answering all incoming contactsI have accessed your
account and see your order has since shipped via FedEx groundYour tracking number is: *** and it shows delivery for this Tuesday, 2/by the end of the dayI also applied a $refund for the troublesI do once again apologize for that wait and hope you find the mattress to be well worth it!

Customer received mattress on April 18,

Terry, Please accept our sincerest apologies for the troubles returning your mattressWe are currently in the process of locating a service provider that is willing to pick up a used mattressWe understand we mention "no hassle returns" which is trueWe do run across some areas where we have yet
to find a provider right awayWe are in the process of locating one and will email you the moment we locate oneThank you for your patience and understanding!

Customer received the mattress on April 21,

Please accept our sincerest apologies for the delay sending out your DreamCloud mattressWe are a very young and upcoming company that has been struggling with the sudden demandWe are working extremely hard to overcome this as we speak! I did look over your account and saw a cancellation request
had been madeThe order was cancelled as of yesterday eveningPlease allow 2-business days for the funds to show back in your accountThank you!

Customer received mattress on May 30,

Complaint: ***I am rejecting this response because: Again they provide information. On March 1, they created a label for the mattress to be shipped, they never authorized it to be picked up from their facility and shipped out until March 5th. We did in fact receive the mattress on March 9th, so they actually did ship it out almost a month after ordering and taking our money. They say that they provide accurate information at the time you speak with them while they post the opposite on facebook. They took our money on 2/9/promising hour shipping and did not ship until March 5th. After hours on the phone and them issuing us credits for inconveniencing us and missed shipping dates they did finally ship it. This is just poor business practice. They continued to take new orders and would ship those out prior to shipping others that were promised weeks ago. Read it in their facebook replies. When they do not like your comments, they block you and do not allow you to post on their facebook page. There are a lot of angry customers and I think they need to tell customers the truth or to stop taking your money and holding it for almost a month before shipping out the mattress. Again they left me no recourse but to file a complaint the 5th time they missed their shipping date and wasted hours of our time with unanswered private messages, long hold times to only be disconnected. Sincerely,*** ***