Initial Business Response /* (1000, 5, 2015/02/13) */
We have had several conversations with Mr ***
and expressed that we are sorry for the delayed
shipping timetable, and lack of communication
We have made a goodwill offer of a $discount off
of a floor model chair that Mr
*** expressed
an interest inThis is a "best" offer and my understanding is Mr *** has made the purchase
and we are delivering it tomorrowI hope that we can retain
Mr *** as a customer
Thank you for your efforts
Initial Business Response /* (1000, 5, 2014/12/19) */
Dear Revdex.com and *** ***,
I'm sorry Ms *** is disappointed in her mattress
We show this was purchased delivered in February of
2012, and we facilitated a warranty replacement from
Spring Air mattress company last monthMy
understanding is this particular mattress has a bulge
We have offered to replace this with the same mattress, or if the customer chooses a completely
new matt and box from one of our other fine
manufacturesWe would base this re-selection
on the customers purchase price, and would even allow for a 10% differential if another model
were slightly moreIndustry bedding warranties
can run years or more, and warranty replacement
does happen from time to timeOffering a refund
on a purchase over years old is not something we, or likely anyone else in our business would
considerWe work hard to satisfy our customers,
but a "like" product warranty change out is the extent of what we are willing to do
I will hold the goodwill offer and pricing open
for days from todayI would be the best connection to get a re-selection started if Ms
*** wishes to take advantage of this
Thank you for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We already accepted Schneiderman's replacement which arrived with huge lumpsIt's like sleeping on the side of a cliffThe defective mattress affects our sleep & the muscles in our back and neck each day resulting in painWe are asking to be taken off this circus rideSchneiderman's resells defective mattresses and then replaces them with another used defective mattress & charges us for each delivery totaling $so farNo thanksWe want off this scam so we can shop at a store with integrity
Final Business Response /* (4000, 9, 2014/12/23) */
I'm sorry Mrs *** feels the way she does,
The mattresses are new stock, and again, not known
to have problemsAgain, we have offered to replace
the mattress with the same mattress, or go outside
of what a typical retailer would do, and offer
a comparable matt and box from another vendor
We have a full line of bedding options, and my assumption is the customer would need a
different mattress? Again, a refund from 1/years ago is not a reasonable action in our mind,
so we will declineAgain, with the customers
cooperation we are willing to assist in resolving this matterThis is our firm answerThank You
I have reached out to Ms [redacted] to obtain some more detailed information. Protection 1st furniture plans are well known and respected in the industry,and we generally have more favorable reviews. No plan covers "anything" and I believe we represent it fairly at point of sale, and in this case itwas a...
very established selling associate. The customer is issued a document with the written terms of the plan, and can cancel it without explanation in the first 30 days and receive a full refund. I am following up with the information Ms [redacted] provided, and we agreed to re-connect the first part ofnext week after I do some research. Thank you for your efforts
Good morning, I reached out to Mr [redacted] this morning to gather some details on what led to the disappointment. After our conversation it appears that [redacted] was uncomfortable with the details on the sleep trial terms coming up at the...
end or the transaction. We pride ourselves on our integrity and sound business practices, and take any customer disappointment to heart. Although a number of retailers offer sleep trials on bedding, and have similar criteria, our 365 day time frame is exceptional. I've invited [redacted] Back into the store to see if we can re-gain his confidence. We'd very much like to have an opportunity to show [redacted] our very best.
Initial Business Response /* (1000, 5, 2015/02/13) */
We have had several conversations with Mr ***
and expressed that we are sorry for the delayed
shipping timetable, and lack of communication
We have made a goodwill offer of a $discount off
of a floor model chair that Mr
*** expressed
an interest inThis is a "best" offer and my understanding is Mr *** has made the purchase
and we are delivering it tomorrowI hope that we can retain
Mr *** as a customer
Thank you for your efforts
Initial Business Response /* (1000, 5, 2014/12/19) */
Dear Revdex.com and *** ***,
I'm sorry Ms *** is disappointed in her mattress
We show this was purchased delivered in February of
2012, and we facilitated a warranty replacement from
Spring Air mattress company last monthMy
understanding is this particular mattress has a bulge
We have offered to replace this with the same mattress, or if the customer chooses a completely
new matt and box from one of our other fine
manufacturesWe would base this re-selection
on the customers purchase price, and would even allow for a 10% differential if another model
were slightly moreIndustry bedding warranties
can run years or more, and warranty replacement
does happen from time to timeOffering a refund
on a purchase over years old is not something we, or likely anyone else in our business would
considerWe work hard to satisfy our customers,
but a "like" product warranty change out is the extent of what we are willing to do
I will hold the goodwill offer and pricing open
for days from todayI would be the best connection to get a re-selection started if Ms
*** wishes to take advantage of this
Thank you for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We already accepted Schneiderman's replacement which arrived with huge lumpsIt's like sleeping on the side of a cliffThe defective mattress affects our sleep & the muscles in our back and neck each day resulting in painWe are asking to be taken off this circus rideSchneiderman's resells defective mattresses and then replaces them with another used defective mattress & charges us for each delivery totaling $so farNo thanksWe want off this scam so we can shop at a store with integrity
Final Business Response /* (4000, 9, 2014/12/23) */
I'm sorry Mrs *** feels the way she does,
The mattresses are new stock, and again, not known
to have problemsAgain, we have offered to replace
the mattress with the same mattress, or go outside
of what a typical retailer would do, and offer
a comparable matt and box from another vendor
We have a full line of bedding options, and my assumption is the customer would need a
different mattress? Again, a refund from 1/years ago is not a reasonable action in our mind,
so we will declineAgain, with the customers
cooperation we are willing to assist in resolving this matterThis is our firm answerThank You
I have reached out to Ms [redacted] to obtain some more detailed information. Protection 1st furniture plans are well known and respected in the industry,and we generally have more favorable reviews. No plan covers "anything" and I believe we represent it fairly at point of sale, and in this case itwas a...
very established selling associate. The customer is issued a document with the written terms of the plan, and can cancel it without explanation in the first 30 days and receive a full refund. I am following up with the information Ms [redacted] provided, and we agreed to re-connect the first part ofnext week after I do some research. Thank you for your efforts
Good morning, I reached out to Mr [redacted] this morning to gather some details on what led to the disappointment. After our conversation it appears that [redacted] was uncomfortable with the details on the sleep trial terms coming up at the...
end or the transaction. We pride ourselves on our integrity and sound business practices, and take any customer disappointment to heart. Although a number of retailers offer sleep trials on bedding, and have similar criteria, our 365 day time frame is exceptional. I've invited [redacted] Back into the store to see if we can re-gain his confidence. We'd very much like to have an opportunity to show [redacted] our very best.