Relief Mart.com Reviews (13)
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Relief Mart.com Rating
Description: HEALTH & MEDICAL - GENERAL, BEDS - WHOLESALE & MANUFACTURERS, FURNITURE - RETAIL, PILLOWS, HEALTH & WELLNESS
Address: 755 Lakefield Rd., Suite H, Westlake Village, California, United States, 91361
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Now, I need another bed for a different room. First I called Sleep Number ordered a 360 twin bed with bells and whistles. I've tried it for over a month. It's not near as good. It's thinner, only has one air bladder and the whole bed moves to every move. One sits on the side and goes all the way to the bottom as the rest of the air moves away. I'm not sleeping all night long, have many wake-ups, and ache in the morning when I get up, usually early. I called Gerald yesterday and ordered a bed from Relief Mart. He gave me the same excellant service as before. What a pleasure. I'm looking forward to my new bed, and get back to real good night sleeping. Thank you Gerald and Relief Mart.
I purchased the following model 600-6CK-AF California King Size Air-Pedic 600 Mattress w/Airflow Transfer System November 8 2017. After two years it has become the worst and most uncomfortable mattress I’ve ever had. One cannot flip this. I only weigh 170 pounds and the mattress is so deformed I sleep on an angle! I filled the air to 100% and an still angled. Sleeping on floor is actually more comfortable. I’m saving up for a temperpedic mattress and then my current mattress goes to the dump. I wasted almost 3000$ when I could have bought a comfortable well-rated mattress from a good company.
I purchased a bed and a base on Nov 3, 2019, for 5600.00. I was told it would be 5 weeks to get the bed. I was ok with that. I received my bed Dec 26, 2019 after being told that some of it went to Seattle( from Pilot, relief mart shipping partner) and they needed to get it back, then they lost some parts, then they sent it to the wrong company and excuse after excuse. They also had trouble finding someone to deliver in my rural area 3 hours from a major town of Portland. The bed was set up today and the remote for the base does not work. When I called relief mart, they said I needed to speak to someone else about the remote. I would never recommend them to anyone else, as I was under the assumption that I was buying a bed from relief mart. The remotes on the mattress were not wireless, no manuals were included and now at three months my chance to return bed if not happy is down to 1 month. I can't use the bed for what I purchased it for and I AM MAD about their customer service and if my bed is not fixed within a week I will be asking for a full refund of my money.
Update: The general manager called me and they refunded my money for the air flow and I appreciate him reaching out and doing so. Received the check 5/4/2020.
We were able to send out the mattress with more than ample time to get their within the time frame we guaranteed, unfortunately, the particular local shipping agents did a very poor job with both their customer service and keeping to the allotted time frame We will no longer use this local shipping agent and have compensated the customer accordingly The customer seems very satisfied now and we were glad we could resolve this matter to her satisfaction
Purchased a bed and a base on Nov 3, 2019, for 5600.00 from Relief Mart. I was told it would be 5 weeks to get the bed. I was ok with that. I received my bed Dec 26, 2019 after being told that some of it went to Seattle( from Pilot, relief mart shipping partner) and they needed to get it back, then they lost some parts, then they sent it to the wrong company and excuse after excuse. They also had trouble finding someone to deliver in my rural area 3 hours from a major town of Portland. The company offered a refund of 300.00 dollars after the shipping delay and I finally received the bed on Dec 26, 2019. The bed was set up today and the remote for the base does not work. When I called Relief Mart, they said I needed to speak to someone else about the remote, that powers the bed base (Revere)., as I was under the assumption that I was buying a bed from relief Mart. The remotes on the mattress were not wireless, the wire on the adjustable base keeps coming out when the bed is bumped, so I have to crawl under the bed and put it back in and no manuals were included.. The mattress broke down on my husband’s side of the bed. I notified Relief Mart on Jan 28, 2020 to let the know and ask what they were going to do about it. I sent them pictures and they stated that their product people would jump on it to get it fixed. They were going to make an insert to firm up the bed and it would be up to me to put it into the bed. This is now March 18, 2020 and no fix. Every week I get an e-mail that they are working on it. My husband rolled off the side of the bed that broke down and scraped his elbow and bruised his hand. I can't use the bed for what I purchased it for. This is what the company suggested to do and then never followed through with it.
Update March 19, 2020 from Relief Mart (Select a bed)
The new Frame was picked up yesterday from our trucking company late last night. I was waiting for the tracking information to be sent to me so I can enter that into our system and send it to you. Sharon, this new frame will fix the problem that is currently happening. The new frame is reinforced and is 5-10 times more supportive, he won’t fall out of this frame. With that being said, if you still want to return, I completely understand. During this difficult time our country and world is going through, all shipping companies have suspended in-home services. Meaning that we can’t hire anyone to go inside your home due to the risk of spreading the virus. Our shipping companies have completely stopped that service altogether. So, we have a couple options, one, let this new frame arrive, install and test it out, he may love it and you both may not want to return. Option two, if you don’t want to try the new frame that has been picked up, then in order to return the mattress’s you will have to have them prepackaged for our standard shipping company and have them ready outside the home for pick up. If this is not something you are capable of performing, I completely understand, but that puts us both in a difficult position, because again at this time the country is limited to in-home services. My suggestion, would be to accept this new frame, install and test the frame. If you still want to return, then we will both need to work together to get creative on how we can get this picked up if you’re not able to package it on your end. We will continue to help and make things as best as possible for you, I apologize about the delay on this new frame, as we wanted to make something that would be a permanent fix. I also tried to return the adjustable base that we purchased from Relief Mart and this is what they had to say even though the money went to them. We do not have a return policy for the adjustable bases. It is on our website under exchange/returns, once you receive the adjustable bases, they are now yours and non-returnable. Since we produce and manufacture the mattress, we as our own company offer the return policy of 120-night sleep trial, but only for the mattress. We don’t product the adjustable bases, we just offer to sell them to you, since in today’s market, most people buy adjustable base. So, we provide a service, to be able to purchase them. But we are not the sole manufacturer of the base, we don’t supply any kind of return on adjustable bases because it is not our product, even though my money went to them. This is what you must go through to return product. The adjustable bases are non-returnable but the boxes I will send will be for both mattresses to go inside the one box. It is a two piece configuration, like a sandwich, one piece of the box will go down, then the mattress’s both side by side next to each other will go on top of that box, then the second box will sit on top of the mattress, Kind of like a sandwich. The you fold up the sides and tape up the flaps, so it doesn’t open.
Had the mattresses picked up on April 1 and had confirmation it was delivered to Relief Mart on April 6, 2020. The air pump was delivered to them on April 4, 2020.
Spoke with John on April 8 and he stated since I had a dispute with them, before they could refund my money, I would have to close that dispute, called Lisa at bank and closed dispute and they were going to send something to Relief Mart that it was closed. I also told Lisa that if they did not refund all my money to them, I would open up another dispute. She stated that was fine. John informed me that because of the Covid -19 that the accountant would only be in once a week and that they would send directly to Synchrony Bank. They sent the refund to me.
Received a refund of 2648.00 on 4/20/2020 and have been hassling with them since January. This was their response.
The order has non refundable shipping charges. When your order was delayed, we credited back the 300$ as a mattress discount in order for you to accept your order because of the delay. The cost amounts are described as;
$2,699.00 – For the mattress
+
$249.00 – for the air flow transfer system=
$2,948.00 in total
But since we already credited you back 300$ for the delay as a mattress discount.
$2,948.00 - $300 = $2,648.00.
Again, the order has non-refundable shipping charges, the amount of $2,648.00 included the mattress cost and the air flow transfer system cost. The $300 discount has already been sent to you for the delay.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 9931593, and find that this resolution is satisfactory to me Regards, [redacted]
We were able to send out the mattress with more than ample time to get their within the time frame we guaranteed, unfortunately, the particular local shipping agents did a very poor job with both their customer service and keeping to the allotted time frame. We will no...
longer use this local shipping agent and have compensated the customer accordingly. The customer seems very satisfied now and we were glad we could resolve this matter to her satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9931593, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Review: 1. The mattress I purchased arrived a week late. At the time of purchase, I paid $100 extra for expedited manufacturing and was promised by the sale representative, [redacted], that I would receive it no later than Friday, February 7. The mattress arrived on Thursday, February 13 after I was initially informed it would arrive on Thursday, February 6. As a result of this delay, I slept on the floor for four nights and on an air mattress for three nights.2. Relief-Mart and shipping company failed to proactively contact me about changes in the timeline of delivery and consistently provided misinformation. Neither company took ownership of the problem. As a result of these communication failures, I needed to devote significant time and resources to resolving the situation, including: - Being involved in nearly 20 phone conversations totalling in nearly five hours of speaking with Relief-Mart and shipping company.- Taking off three days of unpaid leave from work, which ultimately proved to be unnecessary because the mattress was not delivered on two of the days and on the day it was delivered, it was delivered after workday.3. No party at Relief-Mart or shipping company ever acknowledged the seriousness of the delivery delay. At no point did any party provide a sincere apology that indicated an understanding that the delivery delay was a major problem.Desired Settlement: - I need a refund for the shipping fee and expedited manufacturing fee, totaling $299.00. Given that Relief-Mart failed to ship within the promised week timeline, it is unreasonable for me to pay for this service. - I need a significant refund on the mattress purchase. I paid $1912. As a courtesy for 1) the time and money I have lost in attempting to resolve this issue and 2) the physical pain directly caused by the delivery delay, a refund is necessary.
Business
Response:
We were able to send out the mattress with more than ample time to get their within the time frame we guaranteed, unfortunately, the particular local shipping agents did a very poor job with both their customer service and keeping to the allotted time frame. We will no longer use this local shipping agent and have compensated the customer accordingly. The customer seems very satisfied now and we were glad we could resolve this matter to her satisfaction.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9931593, and find that this resolution is satisfactory to me.
Regards,
Review: I ordered the top of the line mattress from reliefmart/tempflow on September 16th, I was told by the sales person that they can take 2 weeks to produce, which is honestly a bit of a concern right off the bat as I am purchasing the flagship product and apparently just getting chucked in line.Regardless it has been 3 weeks now and I have recieved no notification it has been done, I called at the two week mart and was told that " the sales person shouldnt have told me that " ( ridiculous ) and mine should be done in the next few days, I called wed, now they say friday or monday, oct 7th. I have inquired if there is anything that can be done as I purchased the mattress on the knowledge that I would receive it in roughly 3 weeks I feel this is a complete bait and switch situation and would like have picked a competitor that could have honored the terms set in the purchase. whenever the mattress is actually completed, it will take roughly another week to be sent to a " main hub " and then I need to set another apointment to get it shipped directly to me from that hub. This is starting to look like a month to a month and a half process, all the while they of course have recieved the payment instantly.Desired Settlement: I would like a mattress to be shipped to me as soon as possible. In an attempt to honor the terms that were set forth. Waiting another two to three weeks when we are already past time is unacceptable.
Review: After extensive research online I contacted Relief Mart to purchase a mattress on July 4, 2013. Based on their Revdex.com status I felt that I was dealing with a reputable company. I was guaranteed that my mattress, topper, and pillows would be delivered by the end of July. I contacted the company several times as the month ticked by. I was finally contacted on August 2, 2013 with delivery instructions for my "White Glove Delivery." I was told that my bed would be delivered on August 9, 2013. I took the day off, and in the late afternoon, when no one showed up I called the delivery company, and was informed that my delivery would not be until the next day. This was ten days late for "White Glove Service" that I paid a premium for. When the delivery arrived, my pillows were missing. I immediately contacted Relief Mart. They did not respond. I sent email and called several times. It is now September 5, 2013 and I still have not received my pillows, and the relief I was promised to reduce my back pain has not happened either. I paid almost $2000 for just a mattress, no box spring! Once this company gets your money they do not take your calls or answer your emails.Desired Settlement: I would like a full refund for this purchase including the shipping to send this bed back to the company.
Review: Ordered first mattress in late February 2013. Arrived April 2013. Website states a 120 day sleep trial. Contacted company in mid July and asked for a refund. Sales person told us we just ordered the wrong mattress and that they would send us a new one of a different model. After assuring us that the 120 day sleep trial would be reset, we agreed and the new mattress arrived 9/27/2013. Around the 11/25/2013 we called to request a return authorization. Once again the sales person tried to talk us into another solution. We said we would think about it over the weekend. After a very difficult week of trying, we finally contacted the same person and tried to get the return authorization. He refused and once again gave us many excuses and reason why we should not get one and that he was more than willing to send us another solution. When we refused that he said we had no other option that he only agreed to a one month extension of the sleep trial. We would never have agreed to that after the first experience since we felt the first mattress was actually defective.Desired Settlement: We understand in their written sleep trial info on their website that the refund will be the value of the mattress minus the shipping cost. We felt this was fair and would be willing to settle for that.
Business
Response:
We consider this a special circumstance, as customer did not seem to understand the extra 30-day time extension that we granted for them to try the new product out (they thought that they would be able to get an additional 4 months) and we cannot adequately determine whether we conveyed this properly, so we have taken responsibility and issued the refund to the customer.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9830139, and find that this resolution is satisfactory to me pending receipt of the actual refund check.
Regards,