Savvy Rest, Inc.

Good Afternoon,As a bedding product, Our "no return policy" brings reassurance to our customers that all the products received from us are new I understand in your situation that it's difficult also when you don't like a product We can make exceptions and will be glad to offer an
exchange toward another product of equal or greater value.In addition, we have consulted with our Marketing team to consider your suggestion of making the policy clearer on the cart.Please return pillow to Savvy Rest *** *** *** *** ** *** with the carton marked with *** ***.Thanks*** ***

Thank you for letting us know of the complaint.*** has made it clear that we have not met her expectations. Understanding that she was pregnant and expecting very soon, gave us compassion to deal with her extreme reaction to her unmet need As she states in her complaint, each of
our personnel attempted to kindly explain that the wool pad could not do what she expected. We are sorry that her expectations were not met but the product is not defective and is working exactly as it is intendedThe product is made moisture resistant just as it is described. When placed on a mattress, it offers a barrier to absorb perspiration and dirt (moisture-resistant).However, what *** explained to me on the phone was that her child had an accident on the mattress and by the time she got to it(approx minutes), the urine was soaked in. I agreed that yes that would happen within minutes. She expressed that for a busy mother, dealing with a bed wetting accident that minutes was fast and I agreed with that too. The issue, however, is that this product will NOT bead up and hold liquid for even a minute likely. I also expressed that for a denser, less absorbent product, she could "felt" the product or add additional Lanolin to the product but even doing this would NOT keep liquids from going through in minutes, only a waterproof product would do that The issue to me is that *** expected something from a moisture resistant product that acted more like a water proof product. Although each of our staff, attempted to understand and address her frustration, we cannot make the product something that it is not. She is clearly angry that her child pee'd on the mattress and wants us to pay. The product was not defective. We do not sell a water-proof product. We listened and gave her suggestions to make it more resistant and we were kind! Our intent has been to assist and certainly did nothing to show ill-will or contempt (I will also note that we have not been able to find a record of her purchase directly from us or from the dealer in Oregon which is near her so we don't even know that this is our product.)However, it was clear, after we didn't offer her money back, she then became vindictive. Not only did she make a number of negative comments on various social media avenues but she then contacted friends and family to use their voices negatively. After our attempts to address her issue showed unfruitful, we blocked her and even that we kindly explained. We have enclosed a couple of those for your review. It is always sad when someone has such anger in their lives. We are sorry for her disappointment but as a very ethical, caring company, we clearly have nothing more we can do to assist ***.Sincerely, Twila R***Operational ManagerSavvy Rest, Inc***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Good Afternoon,As a bedding product, Our "no return policy" brings reassurance to our customers that all the products received from us are new.  I understand in your situation that it's difficult also when you don't like a product.  We can make exceptions and will be glad to offer...

an exchange toward another product of equal or greater value.In addition, we have consulted with our Marketing team to consider your suggestion of making the policy clearer on the cart.Please return pillow to Savvy Rest [redacted] with the carton marked with [redacted].Thanks[redacted]

Review: I buy many household items online. I searched for a pillow and found Savvy Rest, which touted natural latex, organic cotton pillows. I bought one and the day it arrived, I put it in a pillowcase and tried it. I found it too hard and the even lessor neck contour was too wide for my neck. I went to the Savvy Rest website with the intent to return or exchange it. I had to navigate quite extensively before I came upon their return policy which stated that pillows cannot be returned. While I understand a concern for cleanliness of a "used" pillow, I would not have bought the pillow if I knew that that was the case. At any rate, I did not touch the pillow except to put it into a case. I sent an email to Savvy Rest customer support, outlining what I have here, and received no reply at all. Savvy Rest should have made it clearer, and not practically hidden, the fact that pillows could not be returned. Savvy Rest allows for mattress latex covers to be returned or exchanged, and touts that fact readily seen on their website.That gave me confidence that they would stand behind all of their products including returns if not satisfied. I think I have a valid case to be accommodated for a return or exchange.Desired Settlement: A refund or exchange.

Business

Response:

Good Afternoon,As a bedding product, Our "no return policy" brings reassurance to our customers that all the products received from us are new. I understand in your situation that it's difficult also when you don't like a product. We can make exceptions and will be glad to offer an exchange toward another product of equal or greater value.In addition, we have consulted with our Marketing team to consider your suggestion of making the policy clearer on the cart.Please return pillow to Savvy Rest [redacted] with the carton marked with [redacted].Thanks[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,