RestOnClouds.com

Review: My husband and I ordered a ThermoPlush 9" Select Mattress on 10/24/11; Order #[redacted]. Our mattress was supposed to come with a "Lifetime Warranty" which was the main reason we selected it over competitors' products. In about a year our mattress had completely broken down and was causing me significant back pain. It was at this time I left my first message for RestOnClouds.com. We rotated the mattress which helped for a little while until that side also broke down, I would awaken multiple times during the night with pain. Ultimately, the pain it has created has gotten so bad I have left our marital bed to sleep in our guest bed. I have left two messages for RestOnClouds.com Customer Service line as well as emailed them and have not had any response. I have also tried calling them several times where my call goes to voice mail and I have not left a message. I know that my pain ste** from the mattress because I travel frequently for work and do not have pain when sleeping on other mattresses.Desired Settlement: I am requesting a full refund because this company obviously has no interest in upholding their promised "Lifetime Warranty" - they can't even be bothered to return a phone call!

Business

Response:

Case ID [redacted]

Inboxx

ROC Customer Care <[redacted]>

2:42 PM (19 hours ago)

to me

[redacted],

Thank you for your assistance with this case. As noted, our company did not receive any correspondence from the Revdex.com regarding this complain until we received a letter in the mail on October 25, 2013. We promptly contacted **. [redacted] regarding her complaint. We were told by **. [redacted] that she had "tried to contact us numerous times" and did not receive any response. Searches through our email system show no attempt to contact us via email and searches through our phone system show no messages from her phone number.

We have been in touch with **. [redacted] regarding her alleged warranty issue. From what we can deduct so far (we are still waiting to hear back from her) this is a comfort issue with the product she purchased and not defective merchandise. Further, if this was a warranty issue, it would be addressed by the manufacturer as we do not offer the warranty directly and should not affect our good standing.

This customer has slandered our name online via the website [redacted]!, and we are hoping that the Revdex.com would not contribute to helping a customer continue to damage our name with unsubstantiated claims. You will find through a simple online search that there is not a single other complaint about our company in the almost 10 years we have been been in business.

We will continue to assist **. [redacted] the same way we would assist any of our customer (Revdex.com report or not) and hope we will be able to help her find a suitable solution.

RestOnClouds.com

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