Initial Business Response / [redacted] (1000, 5, 2014/05/21) */ This customer purchased a mattress from Nest Bedding about a year and a few months ago, and within a week called to say the bed was saggingThese beds at the time were made with solid latex and heavy gauge steel coils, so the likelyhood the bed failed in the first week was very unlikelyWhen we further investigated the issue, it was discovered that Ms***'s boyfriend at the time had put the platform together wrong which led to the bed severely dipping and in retrospect likely damaging the mattressHowever, at the time, simply putting the center support together correctly seemed to solve the issue and did not hear from the customer againThen, in January, we received another call from the customer of sagging yet againMore photos came with the same type of saggingWe requested an onsite inspection at which time our owner conducted the inspection and deemed that the mattress was dipping, consistent with having been damaged in the first placeThe owner decided to replace it anyway to avoid conflict, however, Ms [redacted] had a new boyfriend there at the time of inspection who declared replacement of the mattress was not good enough, he demanded a full refundOur owner reminded them that the mattress was well past the return period but has a year warranty and that the he would kindly replace the mattress, in fact, offered to upgrade to an all latex mattress at no additional expenseMs [redacted] and her new boyfriend then threatened to write a bad review if they did not get a refundSince the customer and her new boyfriend were acting in a threatening manner our owner become uncomfortable and left quicklyA few days later Ms [redacted] contacted our [redacted] store manager [redacted] and agreed to take the replacement mattress, which is constructed of solid layers of pure latex rubber, the most durable material you can useJust a few months later our owner received yet another email from Ms [redacted] demanding a refund saying the replacement mattress was sagging as wellThe photos supplied showed the mattress perfectly with a very slight within spec impression in the wool topThe customer supplied photos showed this plainly, which is quite in the wool quilted top and does not affect the support of the latex layersWhen requesting additional photos, only more emails of demands for a refundOur policy clearly states our return policies and our warranty policiesAs Ms [redacted] noted we do have many happy customers, we do anything within reason to make them happyThere is absolutely nothing wrong with the replacement mattress and it continues to enjoy a year warrantyThank you for your time Consumer Response / [redacted] (3000, 11, 2014/06/24) */ I filed a complaint on May 19, Case # XXXXXXXXHowever, I was unable to respond by the June 2nd date you providedHow to proceed? I am wondering what my next step is since I missed the deadline to respond to the counter complaint? Purchase price of the product Business Response / [redacted] (4000, 13, 2014/06/25) */ The customer damaged the original product but we replaced it with an upgraded product at no charge despite the customer demanding a refund after more than a yearOur return period for refunds expired in this case, yet as a courtesy to the customer we replaced it with a new, more expensive model at no additional charge in the interest of customer service Now the customer is sending pictures of the replacement mattress, again, demanding a refund, almost years after the original purchase, again, for a product she damaged when her then boyfriend put the original mattress on a platform he constructed improperly by incorrectly assembling the platform's center support We have more than satisfied our terms of our agreement and more than bent over backwards to accommodate this customer in the area of good will Consumer Response / [redacted] (-5, 15, 2014/06/25) */ I filed a complaint on May 19, Case # XXXXXXXXHowever, I was unable to respond by the June 2nd date you providedHow to proceed? I am wondering what my next step is since I missed the deadline to respond to the counter complaint?
Initial Business Response / [redacted] (1000, 7, 2015/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@nestbedding.com As the customer stated, she tore and snagged the mattress, damaging itWhen the delivery company came to her house and inspected it, they noted the damage along with a stainWhen asked about the damage, the customer admitted she dragged it and caused the damageOur return policy clearly states it must be in a non-damaged non-stained condition
Complaint: [redacted] I am rejecting this response because: They are blatantly ignoring what I am saying, and completely failing to acknowledge anything I have outlined in my complaint against them They are twisting the matter into something it is clearly not I have been very clear with them and they are willingly turning a blind eye and essentially playing dumb Unless they failed to actually read my original complaint and follresponses, they are being no better than the worst companies on the planet This is shocking, hurtful and reveals Nest Bedding's true colors I will outline it again for them (even though they already know what the reality is): The 1st and foremost issue is the COMFORT LEVEL = BED IS TOO HARD The size issue is a secondary and minor issue and NOT the reason for this action at all We simply and fairly wanted to see what our possibilities were in regards to size exchange It would be much more COMFORTABLE for us to go down to a queen, and as we said, paying for the cost difference of the different type of softer mattress (alexander signature) is no problem The "X" line of their mattress that we currently have is not available in soft, otherwise we would switch to that Why are they not acknowledging and responding appropriately to what we've been outlining in these correspondences? Nest Bedding is guilty of and misleading advertising and business practices Their blatant neglect and distasteful attitude towards my wife and I is basically wicked At this point, until they start treating us in a manner worthy of our sensitivity and intelligence, we are beyond regretful for ever doing any sort of business with them It's all available in black and white in the communication history Maybe they'll finally be open, honest and transparent this next time...? So far this experience proves that they are unwilling and possibly incapable of doing so, likely due to to the implications it would present and reveal about their company and it's underlying motives contained within their twisted policies 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] ***
I think [redacted] simply doesn't understand how things workFirst of all [redacted] .com is the manufacturer of the bed he boughtNest Bedding was the retailerHe has a warranty issue [redacted] the company will fix the issue or replace it for years under their warrantyWe as the agent and retailer for [redacted] directed our customer to them as they are awesome at taking care of the rare warranty issueIn fact, [redacted] has been in contact with [redacted] to fix the issueFrom some strange reason [redacted] thinks Nest Bedding should fix his bedWe are the retailer, not the manufacturerThe bed is being fixedThis is not a valid complaint as the customer has been in contact with [redacted] and they are actively taking care of his warranty claimIt should be further noted that all this was explained to the customer yet they continue to try to disparage our company with numerous online reviews that reflect their misunderstanding of how warranties work when retailers handle 3rd party productsNest Bedding didn't make the bed nor warranty the bed ***Your bed has a year warranty from the company that made itThey are fixing it
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]
Initial Business Response / [redacted] (1000, 5, 2014/05/21) */ This customer purchased a mattress from Nest Bedding about a year and a few months ago, and within a week called to say the bed was saggingThese beds at the time were made with solid latex and heavy gauge steel coils, so the likelyhood the bed failed in the first week was very unlikelyWhen we further investigated the issue, it was discovered that Ms***'s boyfriend at the time had put the platform together wrong which led to the bed severely dipping and in retrospect likely damaging the mattressHowever, at the time, simply putting the center support together correctly seemed to solve the issue and did not hear from the customer againThen, in January, we received another call from the customer of sagging yet againMore photos came with the same type of saggingWe requested an onsite inspection at which time our owner conducted the inspection and deemed that the mattress was dipping, consistent with having been damaged in the first placeThe owner decided to replace it anyway to avoid conflict, however, Ms [redacted] had a new boyfriend there at the time of inspection who declared replacement of the mattress was not good enough, he demanded a full refundOur owner reminded them that the mattress was well past the return period but has a year warranty and that the he would kindly replace the mattress, in fact, offered to upgrade to an all latex mattress at no additional expenseMs [redacted] and her new boyfriend then threatened to write a bad review if they did not get a refundSince the customer and her new boyfriend were acting in a threatening manner our owner become uncomfortable and left quicklyA few days later Ms [redacted] contacted our [redacted] store manager [redacted] and agreed to take the replacement mattress, which is constructed of solid layers of pure latex rubber, the most durable material you can useJust a few months later our owner received yet another email from Ms [redacted] demanding a refund saying the replacement mattress was sagging as wellThe photos supplied showed the mattress perfectly with a very slight within spec impression in the wool topThe customer supplied photos showed this plainly, which is quite in the wool quilted top and does not affect the support of the latex layersWhen requesting additional photos, only more emails of demands for a refundOur policy clearly states our return policies and our warranty policiesAs Ms [redacted] noted we do have many happy customers, we do anything within reason to make them happyThere is absolutely nothing wrong with the replacement mattress and it continues to enjoy a year warrantyThank you for your time Consumer Response / [redacted] (3000, 11, 2014/06/24) */ I filed a complaint on May 19, Case # XXXXXXXXHowever, I was unable to respond by the June 2nd date you providedHow to proceed? I am wondering what my next step is since I missed the deadline to respond to the counter complaint? Purchase price of the product Business Response / [redacted] (4000, 13, 2014/06/25) */ The customer damaged the original product but we replaced it with an upgraded product at no charge despite the customer demanding a refund after more than a yearOur return period for refunds expired in this case, yet as a courtesy to the customer we replaced it with a new, more expensive model at no additional charge in the interest of customer service Now the customer is sending pictures of the replacement mattress, again, demanding a refund, almost years after the original purchase, again, for a product she damaged when her then boyfriend put the original mattress on a platform he constructed improperly by incorrectly assembling the platform's center support We have more than satisfied our terms of our agreement and more than bent over backwards to accommodate this customer in the area of good will Consumer Response / [redacted] (-5, 15, 2014/06/25) */ I filed a complaint on May 19, Case # XXXXXXXXHowever, I was unable to respond by the June 2nd date you providedHow to proceed? I am wondering what my next step is since I missed the deadline to respond to the counter complaint?
Initial Business Response / [redacted] (1000, 7, 2015/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@nestbedding.com As the customer stated, she tore and snagged the mattress, damaging itWhen the delivery company came to her house and inspected it, they noted the damage along with a stainWhen asked about the damage, the customer admitted she dragged it and caused the damageOur return policy clearly states it must be in a non-damaged non-stained condition
Complaint: [redacted] I am rejecting this response because: They are blatantly ignoring what I am saying, and completely failing to acknowledge anything I have outlined in my complaint against them They are twisting the matter into something it is clearly not I have been very clear with them and they are willingly turning a blind eye and essentially playing dumb Unless they failed to actually read my original complaint and follresponses, they are being no better than the worst companies on the planet This is shocking, hurtful and reveals Nest Bedding's true colors I will outline it again for them (even though they already know what the reality is): The 1st and foremost issue is the COMFORT LEVEL = BED IS TOO HARD The size issue is a secondary and minor issue and NOT the reason for this action at all We simply and fairly wanted to see what our possibilities were in regards to size exchange It would be much more COMFORTABLE for us to go down to a queen, and as we said, paying for the cost difference of the different type of softer mattress (alexander signature) is no problem The "X" line of their mattress that we currently have is not available in soft, otherwise we would switch to that Why are they not acknowledging and responding appropriately to what we've been outlining in these correspondences? Nest Bedding is guilty of and misleading advertising and business practices Their blatant neglect and distasteful attitude towards my wife and I is basically wicked At this point, until they start treating us in a manner worthy of our sensitivity and intelligence, we are beyond regretful for ever doing any sort of business with them It's all available in black and white in the communication history Maybe they'll finally be open, honest and transparent this next time...? So far this experience proves that they are unwilling and possibly incapable of doing so, likely due to to the implications it would present and reveal about their company and it's underlying motives contained within their twisted policies 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] ***
I think [redacted] simply doesn't understand how things workFirst of all [redacted] .com is the manufacturer of the bed he boughtNest Bedding was the retailerHe has a warranty issue [redacted] the company will fix the issue or replace it for years under their warrantyWe as the agent and retailer for [redacted] directed our customer to them as they are awesome at taking care of the rare warranty issueIn fact, [redacted] has been in contact with [redacted] to fix the issueFrom some strange reason [redacted] thinks Nest Bedding should fix his bedWe are the retailer, not the manufacturerThe bed is being fixedThis is not a valid complaint as the customer has been in contact with [redacted] and they are actively taking care of his warranty claimIt should be further noted that all this was explained to the customer yet they continue to try to disparage our company with numerous online reviews that reflect their misunderstanding of how warranties work when retailers handle 3rd party productsNest Bedding didn't make the bed nor warranty the bed ***Your bed has a year warranty from the company that made itThey are fixing it
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]
We've picked up the mattress and refunding the customer this is resolved