Nectar Sleep

Please accept our sincerest apologies for the troubles sending out your mattress on time. We experienced an issue with a new labelling system which we had high hopes of helping to get all orders processed for shipment much faster. It ended up being the exact opposite of that. It had caused orders...

from this time frame to become "stuck" in processing for a longer than normal time frame. We had worked tirelessly to find and correct the issue. It took a few tries to correct, which is why the dates kept changing. Our agents and supervisors were doing their absolute best to accurately provide a shipping time frame. Unfortunately, the issue with the labels made it difficult to accurately quote that. We have since corrected the issue by completely doing away with that system and are now back to shipping within 1-3 business days. I do see this order is now in transit. We hope the wait will be worth it!

We are working to correct our supply chain delays. This order was delivered on 6/21. Please see screenshot for tracking verification.

Please accept our sincerest apologies for the troubles receiving your replacement. When we receive notice a customer has received a defective product, we do need to have photos of the defect as well as photos of the tags on the mattress so we can track down what happened at the warehouse. As soon as...

we received the form and photos, we had moved the email over to our Return's Department so they could schedule a pickup of the defective mattress. We then immediately contacted our warehouse to ship out a replacement. The request was made on the 14th of March and the replacement shipped on the 16th. We do ask for two business days so we may process the order for shipment. I see the mattress is now in transit and will deliver tomorrow. We do admit, contacting us has been a lot more difficult than we had hoped. We are currently in the process of hiring help to make sure this does not happen again. Things such as this do take time though.Thank you for your patience and understanding.

I do apologize for the time it has taken to get your mattress shipped out to you. I have accessed your account and see the order has shipped and will be at your doorstep soon! We hope you will love the mattress and we truly do appreciate your patience throughout this process.

I do apologize for the time it had taken to get your mattress returned. I do see the mattress has since been returned and we have refunded $ 821.50 back to the card on file. Please do allow 2-3 business days for the funds to show back in your account. Thank you.

According to FedEx tracking, the mattress was delivered on May 8, 2017. The customer said that they did not get the mattress and wanted a refund. Before a refund could be issued, the customer requested a chargeback throught the credit card company. The chargeback had been approved by the...

credit card company and we can therefore not issue a refund.