Nectar Sleep

RESPONSE: The customer requested a refund and received a full refund on June 12, 2017

RESPONSE: Customer made a request for a full refund and got a full refund on April 18, 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.   They indeed did refund my money.Sincerely, [redacted]

This customer's items were certainly delayed, but have been delivered. We responded to his email inquiries as quickly as possible and were able to fulfill the items.

This order was delayed but is now in transit, scheduled for delivery on Wed 6/23 as shown in the screenshot - tracking information - attached.

Complaint: [redacted]I am rejecting this response because:
At no time did the company in their responses to me give any certain reassurance that my...

mattress would be delivered in the near future. Company claims that my package was ready to ship from their Washington State warehouse but due to order volumes, their FedEx carrier was unable to it pick-up from facility. I only receive that unlikely response after waiting two weeks from my order dates with no certain update that if my product would be delivered and only after pushing for more details. There initial response was a not very helpful, you have the tracking number please continue watching it for updates. They shipping usually takes 2-3 business from the date of order but I waited two weeks before contacting them and got less than helpful canned responses and other non-responsive answers.It was only after when I filed a dispute with my credit company that the company took any real action in my complaint. Within hours of me filing a complaint with my credit company, the mattress company did ship my mattress from a location in Oregon instead of Washington as originally stated. At no time did the company attempt to notify and reassure me the matter had been resolved and that my mattress was being delivered. This whole matter was poorly handle and from to start to end. It is unlikely that the mattress company could or would do anything to resolve the issue having already taken my money and delivered the product.Sincerely,[redacted]

This order has been shipped and is scheduled for delivery on 6/23. Please see attached tracking information.

Justin, Please accept our sincerest apologies for the delay shipping out your order. DreamCloud is a young and upcoming company that is currently struggling with the demand our mattress has created. I see you spoke with Jason this evening in regards to your order. I see he advised to give this two...

more weeks. We will be following up with any new updates. We appreciate the wait you have endured and we cannot wait to hear what you think about the mattress.

Complaint: [redacted]I am rejecting this response because:
Yes they offered a discount and I countered with $50 more because after waiting 3 weeks and with 3 broken promises I thought that was fair, yet they declined and because of that I cancelled my order because ultimately I shouldn't have to wait a month to receive a mattress and my what I requested was fair when it comes to the discount. Period. Sincerely,[redacted]

Please accept our sincerest apologies for the troubles reaching an agent in regards to your return. I see the mattress has been returned and you were actually refunded for the full when you returned the king. We are waiting for a receipt of pickup and will have our Return"s Department refund the...

difference as soon as we receive that. Thank you!

The mattress has been rerouted successfully and we fully refunded you on 3/19 at 4:44pm PST. Please allow 2-3 business days for the funds to show back in your account. Thank you.

Hello. I have reviewed this complaint and I see that the customer has been fully refunded as seen on the photo attached. Once a label is created and marked as shipped, we are no longer able to pull that order back as it is already in the possession of FedEx. We then have to wait for the product to...

go in to transit and reroute the package back to our warehouse before we can process a refund of any sort. As soon as we received the mattress back, we fully refunded the customer. We have been experiencing a backorder and are doing our best to most closely provide an accurate estimate for the date of shipment. Our estimated shipping time is quoted immediately under the Place your Order button on our site for clear visibility. I would like to add that we are employee owned and operated, and we do not have a president or CEO as we are an LLC. Our business is run remotely and our corporate address is only a place to receive mail. We understand how frustrating it may be to have to experience delays with purchases. We are a young company that is continuously growing and thrive off of feedback such as this.

The service provider called you on 3/16 to schedule a time to pick up the mattress and left a voicemail since there was no answer. Please contact them as soon as possible to schedule your return. Thank you.

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, Amy[redacted]

Complaint: [redacted]I am rejecting this response because: as of today 3/22/2018 the mattress still hasn't shipped.Sincerely,Judy[redacted]

Cathy, please accept our apologies for any frustration caused by our finance order cancellation process. I see there was some trouble completing the form but yesterday we did receive the completed required cancellation document and your order was cancelled and refunded today. Thank you for your...

patience and understanding.

This customer did contact us several times regarding her shipment. The estimated ship dates provided were the best information we had at the time, but unfortunately due to our backorder issues her order continued to be delayed. On 10/30/2017, the customer confirmed they would no longer be able to...

wait. We cancelled and refunded the order in full as shown with the screen shot attached. We are constantly striving to improve our inventory availability and expect to provide a faster service in the immediate future.

This customer requested a cancelation and refund via email back in April and has been refunded for the backordered items purchased. Refund processed on April 26th. Screenshot of refund attached. 
I'm not aware of censorship and will investigate to ensure the team is acting accordingly with reviews and customer comments.

This customer has been refunded and our Returns department has emailed the forms necessary to begin the pick up process.

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]