Nectar Sleep

Sarah, I truly do apologize if I happened to miss any emails from youWe would be more than happy to send out a replacement mattress for youPlease submit the required photos along with the return form via the email I have sent you so we may begin the return process for your defective mattressI look forward to assisting you with this matter

RESPONSE: Customer received the mattress on May 8,

Please accept our sincerest apologies for the troubles reaching an agentI searched our email system and did not find any emails in regards to the mattress feeling differentI will send you and email to *** to schedule a pickup of the defective mattress and begin the
process of sending out a replacementThank you!

Please accept our sincerest apologies for the delay shipping out your orderI understand how frustrating it is to be told one thing and have things play out another wayThen to finally see the order has shipped, to have it get lost while in transitI apologize for the time it had taken for the
trace to be completedWhen that happens, we are on FedEx's schedule and they have to do what they must to try and locate the orderThis involves contacting the driver and checking every location the mattress had been transferred fromSometimes this process does take longer than business daysWe do call FedEx daily to find if there are any updatesThe moment the package was declared lost, we had shipped a replacement immediatelyI see it is now in transit to your homePlease be sure to let us know if you have any issues with delivery!

Thank you for your responseWe did run in to issues with a certain batch of orders with our labelling system, therefore causing those orders to become stuck in processingWe had to fix this situation for those ordersUnfortunately, the issue had only happened to a certain batch of orders sent out for processingWe were not going to hold other customer's orders that were not affected just because there was an issue with a certain batchWe worked tirelessly around the clock to make sure we fixed the issue as quickly as possibleThe last thing we want to do is just purposely hold anyone's order for that amount of timeWe have procedures and steps we must takeI apologize you were one affected by this situationI am glad the mattress has been delivered and hope you are enjoying it

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, Cathy ***

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, Janice***

Please accept our sincerest apologies for the troubles reaching an agent for your returnWe are severely understaffed at the moment, therefore that has made it difficult to respond to every inquiry in a timely matterWe are currently in the process of hiring help to make sure this never happens
againI see you have been in contact with our Return's Department in regards to scheduling your returnWe appreciate your patience while we schedule a return date

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, Delphine***

We cannot issue a refund because the customer has issued a dispute with their bank. Once the customer revokes the dispute we can issue a full refund.

Complaint: [redacted]I am rejecting this response because: I did indeed receive the mattress on 5-8-2017, however I didn't receive the pillows until 5-30-2017. I've included the tracking information. The problem isn't that I didn't receive the...

items the problem is Nectar Failed to deliver the Mattress and pillows by the timeline they gave me. I was promised delivery on 4-21-2016. Not only did the items come late, but Nectar customer service was lacking to say the least. I contacted them several times by phone and email and never received a response. I also felt that the back order status was misleading and based on the Revdex.com complaints there reviews are also inaccurate. The one line response shows the dedication of nectars resolution team. I'm just another number in a company that doesn't value customer service...Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I am sorry, but did not have any messages to this effect neither on my home phone nor on my cell phone on Friday 3/16/2018. The email trail that I have had with Nectar stops on Thursday 3/15/2018; the email says to contact them with questions, but they do not provide, for instance, a specific number or extension that would be able to directly manage this return. Once would have hoped that they reached out at least one more time after 3/16/2018 to resolve the issue, either by phone or by email. I sent an email back this morning asking for a status update and I called this afternoon, asking for the company to call me back (in a queue).
I just want this matter to be solved.
Sincerely,Delphine[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, Judy [redacted]

RESPONSE: We apologize for the long delay that you had experienced. We have significantly improved our customer service, fulfillment, and customer experience. Due to very strong demand, we had an overwhelming amount of orders that caused long delays. We sincerely apologize for your delay. We have...

gone ahead and refunded you $100 for the long wait that you had experienced.

Please accept our sincerest apologies for the troubles reaching an agent as well as the delay shipping out your pillow. We are severely understaffed at the moment, therefore that has made it difficult to respond to everyone in a timely manner. We are currently in the process of hiring help to make...

sure this never happens again. After accessing your account, your order had an issue with processing and is currently in the process of being reshipped to you. You will see movement no later than the end of the week, We appreciate your patience and understanding!

RESPONSE: The customer requested a refund and received a full refund on  June 2, 2017.

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]

RESPONSE: Customer made a request for a full refund and got a full refund on April 15, 2017

This is correct. We have no other means of refunding an order except for the method of payment at the time of purchase. We have processed your refund for your order 72338 on 3/01/2018 at 8:02amPST in the amount of $204.25. Transaction number:[redacted]. Order [redacted] was refunded...

$896.52 altogether on 3/01/2018 as well. Here is the list of those trascation numbers: 
 [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]We have sent your funds to the financial institution and no longer have them here. Please ask for a supervisor or manager at your banking institution. This has happened hundreds of times with our customers and the banks always mail them a check. I truly do apologize this has happened to you. We unfortunately have no other means of refunding.

I am so sorry for the delay getting your mattress picked up and refunded. I have accessed your account and see the order has since been refunded. We appreciate your patience!