Nectar Sleep

Complaint: [redacted]
I am rejecting this response because the order hasn't been fully fulfilled after more than a month!  I received part of the...

order, but the pillows that were from the same order never arrived.  
I also noticed the response from the business has an attachment for [redacted].  I have no idea who that is or why that was attached in my case.  I've reattached it for your convenience.
Regards,
[redacted]

We cannot find the customer in our database - we don't have any orders with that name or under the address provided.We will need an order number or the name of the person under which the order was made.

We apologize for the very long delay in receiving your pillows. We have refunded you $150 (the cost of the pillows) and will send the pillows when they are in stock.

Please accept our sincerest apologies for the troubles returning your mattress. I have accessed your account and see our Returns Department found a provider willing to pick up the mattress. The pickup date is scheduled for 4/03. We appreciate your patience!

Nectar Mattress finally gave me my tracking number and shipped my package after a month of waiting the issue has been resolved.

Complaint: [redacted]I am rejecting this response because: No attempt was made to answer any of my email inquires, other than the automated "we are busy email". There was literally zero support. The contract we had wasn't just that I would get the items but that I would get them when you said they would be here. Nectar has some serious customer service bugs to work out....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, Diane[redacted]

Hello, Our records indicate that the mattress was indeed delayed, however, was delivered on June 21st. The customer has been informed. [redacted]Customer Support

Please accept our sincerest apologies for the delay shipping your mattress. We had an issue with our shipping labels, which has since been resolved. Your mattress has shipped. You can track that here: [redacted]

Complaint: [redacted]I am rejecting this response because:
The case will be settled, again, once the mattress is out of my house and the full amount refunded to my credit card. The messages that have been sent by the business indicate that the return operations are not set up nationwide, not even in a major urban area (top 10 in the US) like the one where I reside. I was advised last week that their preferred provider did not service my area, and that they were awaiting the response of a different provider, and that the fall-back plan was for them or for me to find a local charity to donate the mattress. As of 3/19/2018 9am EST, the business website asserts a "free, hassle-free pickup". I beg to differ.
Sincerely,Delphine [redacted]

Michael, your order has been refunded and cancelled as of 3/27/18. We are very sorry that the shipment was delayed and for the frustration caused.

We are extremely sorry for the inconvenience that you have encountered with your return request. I cannot tell you how sorry we are that your return request has not been processed after you had already requested a return so long ago. We have immediately refunded you and someone will be in touch in...

the next day or so to schedule the pickup of the mattress.

John, please accept our sincerest apologies for the troubles reaching an agent in regards to receiving an update on your order. We are severely understaffed at the moment, therefore it has made it difficult to assist every customer in a timely manner. We are currently in the process of hiring a few...

dozen new employees to make sure this never happens again. I did just take a look at your account and see that your order has shipped. Please, feel free to track the progress here:
 
[redacted]

Hello. Thank you for your feedback. First off, I would like to apologize for the amount of time it has taken to get your mattress picked up. That is not the way we want to do business, especially when we try and make it as easy as possible to return your order and fully refund you as soon as...

possible. We do sometimes, have trouble locating a service provider to pick up the used mattress is some areas. We have countless notes from our returns department assuring us that they were trying to locate a charity or a donation center that would be willing to take the mattress. This is something we are striving to improve daily as we grow and expand our business. As far as the quality of the mattress goes, it sounds like you may have received a defective mattress unfortunately. We would have been more than happy to exchange that for a fully functioning one to you at no cost. Our mattresses are built to have even support from edge to edge. Any signs of the edge giving out, we will replace the mattress, as that is defective and not how our mattresses should be. I also looked over your account and noticed that you have been fully refunded $821.50 as of 12/04/2017. If you have any other questions, please feel free to reach out.

Please accept our sincerest apologies for the troubles returning your mattress! We are lacking service providers in some areas unfortunately. I do see one has since been located and the order has been refunded. Please allow 2-3 business days for the funds to show back in your account. Thank you!

Can you let the consumer know that we have movement on his tracking information for his missing pillows? They may track their shipment's current status with FedEx Tracking Number [redacted]
 
Thanks

RESPONSE: We are extremely sorry for the ridiculous delay in your order. Not sure how this came about. Your mattress will arrive at your home on June 16, 2017. We have gone ahead and given you a full refund for the mattress for the ridiculously long delay. Apologies again and we feel terrible that...

you had gone through this experience.

Please accept our sincerest apologies for the delay in getting your mattress delivered. I do see this order has since been delivered. We hope you are enjoying your 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. I will note however, that the service Nectar strives to deliver and what they ACTUALLY deliver are significantly different. I was less than impressed with the customer service received by the phone monkeys at Nectar. Sincerely, [redacted]

The customer received a full refund on May 25, 2017