Nectar Sleep

Hello [redacted]
 
We have processed this customer's pillows with tracking number [redacted] 
 
Can you please reach out to the consumer and let him know his pillows are on the way and see if we can get this complaint closed with a positive...

result?
 
Thanks. 
 
--
[redacted]
Customer Success Supervisor

Janice, please accept our apologies for the frustration caused by our Returns process. I see your pick up was scheduled for 3/28/18 and your order was refunded in full on 3/29/18. I also see Jennifer has emailed you confirmation of the refund on 3/29. We are sorry you did not enjoy the mattress, and...

appreciate your patience while we processed your return.

RESPONSE: We are extremely sorry for the long delay. Your order has shipped and is on it’s way to [redacted]. IT will arrive on June 22, 2017 by end of day.
We have gone ahead and refunded you $15 for the very long delay that you have incurred.

We have shipped the customer’s pillows via FedEx Tracking number - [redacted]
Customer should receive pillows by 9/6/2017
A credit of $50 was applied to the customer’s order on 6/19/2017 for the inconvenience caused by the delay of his mattress and he accepted.

RESPONSE: Customer made a request for a full refund and got a full refund on April 26, 2017

We are very sorry for all the inconvenience that you have gone through.
We cannot process your refund as you have made a chargeback request from your financial institution. 
Someone from our team will contact you in the next day to schedule a return of the additional mattress.

Please accept our sincerest apologies for the delay shipping your order. We have the product available to ship, our warehouse did run in to an issue with the labelling system which in return, caused orders placed from this time period, to become stuck in processing. I looked at your account and see...

the order has since shipped and will deliver tomorrow, 3/15 by the end of the day. Feel free to follow the progress here:
 
[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 regardless of it being a lame excuse. I did finally receive the mattress (lucky, I guess, as I have heard some never receive theirs) and am returning it. I am moving beyond this horrible experience and looking for a different mattress. thank you for your assistance. Sincerely, [redacted]

Please accept our sincerest apologies for the troubles returning your defective mattress. We are experiencing higher than normal incoming contact volume which has in return slowed down our response time. I have accessed your account and see our Return's Department has been in contact with you...

recently in regards to returning your mattress. Unfortunately, our pickup provider is not available in all areas of the country quite yet. So we are reaching out to our backup provider in hopes they may be able to assist us. As much as we do not like to have issues like this arise, we appreciate it just as much because this will now become one area we will have covered once we locate a provider. We appreciate your patience and understanding.

RESPONSE: The customer has been refunded $150 for the delay in pillows on June 16, 2017. The $150 was sent via paypal

Diane, we do sincerely apologize for the issue that further delayed the shipment of your mattress. While high demand is the reason for the initial wait, once your order was processed for shipment we ran into another issue with the shipper that caused further delay which was unrelated to demand. We are working to ensure these shipment issues are not an issue going forward and are very sorry that your order was caught up in the delay. Our intention is to be as transparent as possible when issues such as this arise, and we apologize for the frustration caused.

Complaint: [redacted]I am rejecting this response because: This company continues with their unethical business practices. They are engaged in a huge marketing campaign and whenever anyone posts a negative...

comment about their service or their product on social media or their website they delete the post and block the customer. I believe that is is a form of unlawful censorship which they continue to do at this time with malice. I would hope that the Revdex.com puts a permanent strike on the Revdex.com site regarding this business.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: They state that they are a young company simply struggling to keep up with the demand. If this is true why then did they lie repeatedly to me rather than tell me the truth. Several different reasons for the delay in shipping were given to me. Each one different than the one before. I was never told that they were struggling to keep up with the demand. Consumers need to know that they are being strung along with false information from a company that has no respect for its customers. Nectar's response should have been an apology for lying to me and wasting my time. Sincerely,Diane [redacted]

Revdex.com:I have reviewed the response (and confirmed the return of funds) made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Kim[redacted]

Hi Tiffany. Please accept our sincerest apologies for the troubles reaching an agent in regards to returning your mattress. We are severely understaffed at the moment which has in return made it difficult to respond to every customer in a timely matter. We are in the process of hiring additional...

customer service agents to make sure this is no longer an issue and all customers can be assisted quickly. I have accessed your account and see that Corrine has emailed you earlier this evening in regards to scheduling your return. We appreciate your patience and understanding while we schedule a time to return the mattress.

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]

Please accept our sincerest apologies for the troubles reaching an agent as well as the delay in shipping. We have a very small team currently and are struggling to keep up with the demand. We are currently in the process of hiring much needed help to make sure this never happens again. I see the...

mattress has since been picked up and is on its way back to the warehouse. Since the payment has been disputed, we must wait for this process to be completed before we can refund in any way. The dispute triggers a freeze on all of our access to your account. They do this in order to protect you since you are filing a claim against the charge with our company. So in terms of refunding, we have to wait while the claim is in process and your credit card investigates. Thank you for your understanding.

Please accept our sincerest apologies for the troubles reaching an agent in regards to returning your second defective mattress. We are looking in to the reasoning as to why there seems to be an increase in defective mattresses. I wholeheartedly apologize for the troubles acquiring a mattress that...

is not defective. I see we have sent your email over to our Returns Department for scheduling. Please give them time to respond to your email confirming the pickup date as they are slightly behind and are trying to assist everyone as quickly as possible.I have just emailed them alerting them this is an immediate matter and needs to be handled as quickly as possible. Thank you for your patience!

This order was delayed but has now been delivered as of 6/20 as shown by the screenshot attached.