Sleep Comfort Adjustable Beds

As of today I have never received any refund that Sleep Comfort has promised to me even though every single time I call them I get one of two of the exact same stories now which are either that they have already mailed out my check and I should receive it soon or they will be mailing out the following business dayYet after many days go by and nothing ever shows up here I call back once more and get the same of the two responses! I very much doubt they are actually truly going to refund my money now that they in fact have their product back on their premises and the really sad thing is I never was the bad person here! I was conned, lied to, swindled out of money on a product I didn't order which turned out to be faulty and defective and they treated me like I was a horrible person throughout the entire thing! And now they have both my money and their bed and I am left broke with no bed! I simply want my money back and nothing more! I don't understand why they are being so cruel about this! It has been almost days since they sent someone to comeback and get the bed and their letter very clearly states they would process my refund as soon as the bed was picked up not when it was received back by them yet they still continue to delay things for me leaving me with nothing at all! Very cruel and careless!

The request for proof that the beds were shipped has never been made by Mr***
prior to his last response you submitted to usThe shipper manifest which shows the loading of
the merchandise is produced by the shipping company and one of the items that can take up to
days to acquireThis is one of the reasons refunds can take up to business days to process
Attached is a copy of the shipper manifest showing the loading of the merchandise
ordered onto the truck on October 8thWhen Mr*** called to cancel his order it was too
late to prevent the shippingOnce on the truck the merchandise cannot be unloaded until it
reaches the desti*** point
Once again, his cancellation and refund was handled timely and within industry standard
due to the nature of the product and expense of shippingAlthough we could have charged Mr
*** the full shipping fee of $390.as a courtesy we only charged him $His request for an
additional $is unwarranted
If you have any additional questions, please call me at 858-487-
Regards,
*** ***
Sleep Comfort Adjustable Beds
Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
***
***
They did not show me any proof that the been shipped and they would not let me cancel the order the day beforeI Think they owe me the two hundred dollars they charged

All Sleep Comfort Adjustable Bed customers receive both a Lifetime limited warranty and A 90-Day In-home trialMany bedding companies offer an in-home trial on their products which allows customers to exchange and sometimes return their mattressesFor those companies that also sell adjustable
bases, it is industry standard that the adjustable base be excluded from the in-home trialTypically, internet companies will print the terms of their 90Day in home trial on their website so potential customers have access to read them before purchaseMs*** does state in her letter that:“I recalled reading the 90-Day in home trial, but did not understand that this would not include a refund.”I have downloaded and attached a copy of the webpage that she recalls readingIt states:“If you are not completely satisfied after sleeping on your mattress for a full days, simply call us within days of delivery to authorize the exchange of your mattress for one that is firmer or softer....The Sleep Comfort 90-Day InHome Trial policy does not apply to adjustable bases.”The website clearly state that the adjustable bases are not part of any trial periodIn addition, Mrs*** accepted delivery of her Sleep Comfort adjustable bed and signed a proof of delivery form (attached) that states right above her signature “The 90Day in-home trial applies only to mattresses.”I do believe that Mrs*** simply made an honest mistake and thought she could return the bed after deliveryHowever, that does not change the fact that we do not have a return policy and her attempts to return a non-returnable product is frustrating her and leading to untrue accusationsShe disparages Sleep Comfort's policy by stating that Sleepy's provides an opportunity for refund with their vendor in-home trialSince she provided the website address I visited the website and have attached their vendor in-home trial policyThe vendors covered include Tempur-pedic, Laura Ashley, Serta, King Koil, Beautyrest and BroyhillThe in-home trial policy clearly states "Adjustable foundations and frames are excluded from In-Home trials.”I understand that Mrs*** was in a lot of physical pain many years before purchasing a bed from Sleep ComfortHer bed was delivered on October 29* and on November 2" she was calling our office demanding to return her bed because she was experiencing painWe did offer to exchange her mattress under the terms of the 90-Day in-home trial, but she refuses to accept any action other than a return for a full refundAlthough she is not entitled to return her bed Sleep Comfort will continue to honor the terms of its In-Home trial and Lifetime warranty.Sincerely,*** ***

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I have said before, I say again, while I appreciate Mr. [redacted]’ thoughts, but this does not help me address the loss of money.  I have spent over $3,000, and Mr. [redacted] offers no recourse.  Yes, Mr. [redacted] has expressed a willingness to honor the 90-day trial period, but, there is no understanding that if an additional mattress is not helpful, I am left in the same position.  If I exercise the right for the mattress exchange, if it is not helpful, what will be the offered compensation?  Another mattress?  At what point does the failure of an adjustable bed warrant a refund of the purchase price?My misunderstanding was, in part, due to Sleep Comfort’s failure to indicate that they do not refund the purchase price for the purchase of their beds.  I reviewed the policy again this morning – it is confusing.  It offers mattress exchanges; it requires a certain number of days within the home before considering an exchange; there is an exchange fee; but it never says, with clarity, “please be advised there is no refund of the purchase price once an adjustable bed has been purchased.”  This type of statement would cause consumers to recognize the significance of the purchase, and to ensure that they understand this is a final purchase.  Sleep comfort does not say this.A change in mattress is unlikely to help me – I say this because it is the nature of the adjustable bed that prevents a good night’s rest.  I’m sorry that I misunderstood the policy; I am sorry that I didn’t get better clarity from the sales representative; but mostly, I am sorry that I trusted this company to do the right thing – to see a grieved consumer and to try to make the situation right.  Mr. [redacted]’ remedy does not assist me with my lack of sleep, the continued body aches and pains, or the loss of my finances.  AsI’ve said before, I am an older woman (I didn’t say before, but in all honesty, I will be 70 years old in July), living off of my social security.  I used a substantial portion to purchase this bed, and now that  the bed is not working, I am seeking a refund.  Mr.[redacted] – where is the room for era?  Do your business practices not allow for remedying a misunderstanding?  Sleep comfort boasts on its website of it being “the #1 Rated best adjustable bed company in America,” and they cannot afford to help one of their customers in this predicament?  I’m sorry Mr. [redacted], but that seems like bad business.I continue to request a refund of the purchase price – I understand if there would be some sort of shipping/re-stocking fee which would require that the amount be diminished – I’m just trying to minimize my losses at this point.  Would you please, in this one instance, refund my money.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I have very serious issues with this company and their very bold lies!!! Every single word that comes from them is a complete and total lie!!! I never contacted them and requested that they not submit payment back to me in the form of the previously agreed to refund nor was I the one to make that decision whatsoever!!! It was them that demanded that I must accept their check only after I informed them that I couldn't verify the card number in full because the card previously used and not the account involved had been canceled after the issues I previously had involving them in the first place!!! They could have very easily refunded all charges straight back to my account as per our original agreement they simply refused to and as far as taking 10 days to refund my money that too was a huge joke!!! They took nearly a month from the date they confirmed they actually received my email by actually talking to me on the phone and this was after I repeatedly sent said email to them and got fussed at for contacting them just to even validate they ever got it in the first place which I still feel I had every right to do considering they drug this entire thing out so very long! For a company that claims they have been trying to work with me on this were that really true they would have made this entire thing right from the start yet they were determined to either force me to keep a product I didn't order and was terribly unhappy with and deceived by their employee into getting, settle into getting a replacement that might have been worse than the first after already having been tricked and lied to or lastly paying them to take back something that I never agreed to get in the first place because I trusted their salesman and all of his lies when he told me I was getting the thing I actually wanted which clearly was never this defective bed! And for everything they claim they don't actually assist customers with defective products without causing them pain and suffering and a lot of money! So in the end I lose $450.00 of my money on a bed I never actually used more than 2 hours the entire time it sat here and they abused my trust and me as a disabled person! They took advantage of me because they thought I was not capable of thinking or reacting for myself and the ways the people spoke to me on the phone were uncalled for and should be reported to someone and never allowed to happen! People should never be put through that whether disabled or not it is just plain wrong and for those people to think they have the right to take advantage of people is cruel! All in all they mistreated me and they stole from me simply because they felt I was someone they could take advantage of and I won't allow or stand by while that keeps happening! ]
Regards,
[redacted]

I would like to formally state that Sleep Comfort is a scam company that apparently sets out to deceive their customers! They say and offer one thing with very clear guarantees on the phone tricking customers into making purchases telling them they are most definitely getting the exact products they are describing and seeking right down to the smallest details then when any questions arise they talk around them and request the customers make all discussions on the phone so there is no records of proof for later disputes! So later they are able to say it is their word against the customers which is terribly cruel and unfair and I very much encountered this experience! They told me they had a 100 day return/refund policy and that I was getting the exact bed I described to the man neither of which was true!!! Not only this but my bed was defective and my only option was to get a repair and pay more money for an exchange of a mattress at first even though I didn't request this one at all and IF I wasn't happy after that then we'll tough so I fought that and they told me after that I had to pay them 450.00 to return because they were willing to give in and return it even though they didn't normally do this... Even though the man that sold me the bed guaranteed me this right from the start without the fees and to top this off their very own website states they incur all shipping on defective products so they do nothing but lie to customers because they incur nothing for defective products the customers pay for that! And the customers suffer very much for that! And the people they sent out to get the bed for which they took my 450.00 (which was a lot of my hard earned money by the way for absolutely nothing whatsoever...) came with a very old beat up van and not a professional truck so I in no way believe they actually hired someone to come get it!!! I believe they just wanted my money and someway somehow they were going to get some of it!!!I am a disabled human who can't get around very well and my sole reason for getting this bed was to get a comfortable place to rest and die in but they ruined this for me and for that I will never ever forgive them! I don't know exactly how much longer I have left on this planet and the least they could have done was to not make this any moe difficult on me than it already was but their cruelty went above and beyond and nobody deserves to go through what I went through! I honestly believe that if they treat me this way they will continue to do this to others and it is very wrong! They currently have my bed back and at this time have forced me to agree to take a check of a lesser amount of 450.00 less than the price I spent originally which is outrageous considering I don't work and can't earn more money if I tried anymore so I am hurt and angered at their treatment and how it now prevents me from doing anything for myself in the future now! And the fact is they simply just don't care because it doesn't hurt them! I have a degenerative brain disease that will kill me very soon and all they had to do was honor their agreement but they couldn't do that much! They could only lie and steal from a poor defenseless dieting woman! Very sad indeed! If this is any measure of the type of character they are trying to represent with their business I don't see them succeeding very long! They told me they were going to send me out a check as of a week ago...As of this point I haven't received any money from them. I can honestly tell you that I haven't had any reasons so far to trust them so I'm not going to hold my breath about this either! I do wish that they had done the right thing and simply just taken back the bed and given me my full money back! I would have found that more respectable! As of right now I can only say I am very disappointed in them! They did nothing but fight and attack me and I mean this literally! Anytime I would attempt to talk to anyone on the phone they would treat me as though I were not human on the same level as them! They would talk down to me and treat me like I were ignorant or belittle me to the point of tears! Telling me I had no right to call after not getting an email which I should have a right to do but they would say I was causing delays in their system. How can a phone call telling them I didn't receive an email from them and I needed to know when they were coming to pick up the bed possibly delay things??? If I didn't call them to find this out they had to know I might be away from here and miss the pick up completely so this was uncalled for and cruel! I hope you can see and understand why this entire thing has been such a nightmare for me here! And just in case you need confirmation of this too I do have witnesses to each and every single one of their cruel phone calls where they were verbally cruel to me and even the ones that had me so upset I was crying and begging them to please stop treating me that way saying what they were doing was unfair and wrong! Sincerely, [redacted]

Mr. [redacted]s entire complaint is based on his assumption that he could return his adjustable base unit after receiving it. Unfortunately he made an assumption that was incorrect and nothing we offer him will satisfy his demand to return an unreturnable product. His admits that our website does not make the statement that the adjustable base unit can be returned. However he continues to believe that we offer a 90 Day money back guarantee “in so many words” as he stated. Clearly our website states in writing the exact opposite (previously provided). In fact, it is industry standard for the adjustable base to be non-returnable. However, once a customer accepts delivery of the merchandise they do have a 90-Day in-home trial on the mattress.Mr. [redacted] has simply made a mistake regarding this issue and has become very frustrated. We do understand his frustration and we have worked diligently with Mr. [redacted] to find a viable solution to his situation. However, he refuses to exchange his mattress for any other Sleep Comfort mattress and he is refusing to return the mattress to the factory for credit. Unfortunately he continues to make requests outside the scope of our policies and falsely accuses our offices of not assisting him.To be clear, when Mr. [redacted] first called our office he was comparing our bed to a similar bed by a competitor which he told us was over $1,000 more than our product. That competitor also has a non-return policy on the adjustable base unit. His latest demand was for us to buy this competitors mattress for him. Alternatively, we have offered a credit for his mattress once it is returned. He is currently refusing to return the mattress and refusing to incur any fee to exchange his mattress for another mattress.At this point we are at an impasse with Mr. [redacted]. We will continue to honor the policies and warranties we offer every Sleep Comfort Adjustable Bed customer.Sincerely, [redacted] Sleep Comfort Adjustable Beds

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I want
to begin by saying that I appreciate Mr. [redacted]’remarks that he
believes I made “an honest mistaken” and though I could returnthe bed
after delivery.”  My complaint isnot an attempt to be deceitful, so to Mr. [redacted], thank you.  But,
I think Mr. [redacted] is misrepresenting the intent of my statement,
including about the comparison between SleepComfort and Sleepy’s.  I was not trying to “disparage” Sleep Comfort – but simply making a case that other companies do accept the return of their beds.  I
also want to express that since this was my first ‘adjustable’ bed,
honestly, I did not know or understand that the ‘adjustable base’ was
different from the bed itself.  I can admit my mistake.  The problem is that Mr. [redacted] suggest that an “honest mistake” on my part, should cost me over $3,000.
If I can speak frankly, in almost allareas of life, refunds are permitted.Businesses
thrive and grow on the assurance given to their customersthat “if you
are not satisfied with your purchase for any reason, you mayreturn the
item for a FULL REFUND.”  This is the case with clothing and department stores; it is the case forretail stores; it is the case for grocery stores.  While we as customers sometimes take forgranted that we can return an item, again, this is generally the world ofbusiness.  And this is not limited to thelocal ‘[redacted]’ or ‘[redacted]’s’ or ‘[redacted],’ but it is also seen in LARGEPURCHASES as well.  Motor
vehicles can bereturned – whether under lease or purchase (I can admit
that in thoseinstances, the purchaser may incur some fees or cost for
returning the item,but it can be returned and at least a partial refund
is available).  Even
in purchasing a home – where there arecontracts, and lawyers have to
look at documents – still, there is a processbefore finalizing the
purchase that allows the buyer to ‘back away’ from thedeal if there is
an issue.  My
point isthis: in almost all cases, there is a refund available to a
purchaser – BUT inthe few circumstances where there is no refund
available, THE SELLER ALWAYS SAYS SO.
I will not
print up any onlineadvertisements, or make any copies of old receipts
in my possession which wouldprove that refunds are such a normal part of
life, or that when there is norefund available, that it usually says so
- I think Mr. [redacted] would agree thatthose circumstances exist.  But whenthere is no refund, the seller should say so.Why?  So
that the consumerunderstands the finality of the purchase; that when
the purchase is made, it isfinal; and so that the buyer understands that
no matter what happens after thepurchase, once finished, its finished.Sleep comfort does not do this.Sleep comfort does not tell you in their “90 day in home trial” thatonce you make your purchase, there will be no refund.  In
my day, a purchaser did not have to“guess” at what his options were
after making a purchase; the seller would tellyou, “look, this is it.  If you want it,you buy it, no exchanges, no refunds”.Rather
Sleep Comfort says everything BUT the fact that there is norefund, and
leaves a purchaser to “Deduce” or figure out that because they say“x”
and “y,” then “z” must not be included.That’s
an unfair assumption for Sleep Comfort to make as to itscustomers – it
puts the customer in a position to figure out his/her optionafter
purchase if something should go wrong.
Mr. [redacted] acknowledges my mistake.  My
complaint here is not to be a nuisance orto cause harm to Sleep
Comfort’s business (As I pointed out, many people havesaid and written
mean and awful things about Sleep Comfort online – I havenot).  I’m not running any scams, ortrying to “Get rich.”  I am trying to getmy money back.  I cannot afford to lose$3,000 because of a mistake.  Mistakesare
supposed to be fixed – Mr. [redacted] is telling me that my mistake, which
cameabout because of the body pains that I suffer and my attempts to fix
them(being nearly 70 years old) that can’t be fixed, and now, I just
have to sufferit.  That is very unfair.  Once more, If Sleep Comfort does not permitrefunds – which are a common, normal part of life, WHY ISN’T IT ON THEWEBSITE?  WHY AREN’T THEY TELLING CONSUMERS THERE’S NO REFUNDS IN THE TELEPHONE CONVERSATION FOR PURCHASE?  WHY DO I HAVE TO LEARN THERE IS NO REFUNDTHROUGH A COMPLAINT WITH THE Revdex.com? And now, I have no money, I don’t have a good bed, my sleep is still very, verypoor.  Please help me.Regards,
[redacted]

Re:[redacted] (ID # [redacted])Dear Ms. [redacted],Mr. [redacted] visited our website and then called our office to speak directly with a representative. He called several times and spoke with two separate sales representatives. The terms of our 90-Day in-home trial are clearly stated in writing on our website...

and was explained properly by the company representatives. On our home page, there is a clear and large ICON that links directly to the 90-Day In-Home trial page so you can easily find and read the policy. Contradicting such easily accessible information would be foolish and counterproductive. Attached is a copy of that web page. Mr. [redacted]'s complaints states four times that our 90-Day In-Home trial is “Free”. NOWHERE does is say the 90-Day In-home trial is “Free”. In fact the actual policy clearly states the cost associated with the trial period.“New mattresses will be shipped to your home for a $90 fee per mattress. Customers may also exchange for a more expensive mattress. You will be responsible for any difference in price and the shipping cost of $90.”Knowingly, mattress comfort can be subjective. That is the reason for the 90-Day Inhome trial. However, Mr. [redacted] misunderstood the terms of the 90-Day In-home trial and was unwilling to accept the terms we offer to everyone. He made demands outside the scope of his order and refused any attempts to work on a compromise.We continue to honor the terms of the 90-Day In-home trial should Mr. [redacted] choose to exchange his mattress for any other mattress we provide. His request for a full refund is not warranted under the circumstances.[redacted]
[redacted] Sleep Comfort Adjustable Beds

Once again I take serious issue with the comments made by Mrs. [redacted] in her recent letter. Subsequent to our last communication to the Revdex.com, Mrs. [redacted] agreed to be responsible for the return shipping fees. She asked that we pick up the bed and credit her credit card account less the agreed upon return shipping fee.On the day we picked up the bed from her home, she instructed us NOT to credit her credit card as agreed. She explained she no longer had the credit card and wanted a check instead. Visa/Mastercard regulations require that credits/returns not processed to the credit card be requested in writing. We explained this to Mrs. [redacted] and sent her a form to sign whereby she agreed to a check refund to be processed in 10 days in lieu of a credit to her credit card.Once we received her signature on the request for check refund, her refund was processed and mailed within 10 day as stated. She has received her check which cleared our bank account on April 15, 2016.Regards,[redacted]

Rebuttal to Sleep-Comfort’s message from the Revdex.com: 1.       First paragraph: Conformation with delivery instructions were never received via email on the day of ordering. A hard copy of order was never received via mail to our home address per my  request on 11/17. One copy of the order was emailed per my request on December 21, 2015.We did receive notice from the shipping company changing shipping dates on two occasions before delivery on 3rd scheduled shipping date.2.       Third paragraph: We telephoned Company within 90 days of delivery to exchange mattress. However, we were told to expect a call back. We are awaiting written proof of our telephone call from our telephone provider which will show that we did telephone Sleep Comfort within the 90 day period. 3.       Fourth paragraph: Sleep Comfort currently and previously has and had an active Facebook  page that clearly states a 90 day money back guarantee along side the Revdex.com logo. I believe this has been withdrawn, although we did print out proof that it was in effect when we wrote.They also said that if it had been within the 90 days, the cost of the exchange would be $500 plus $90 delivery. My wife called separately and was told that an exchange would be at no cost plus $90 shipping. This was also quoted to us when we first called to order the mattress.We are not demanding anything of Sleep-Comfort, only asking for what we were told to expect.We additionally, and most importantly, want the Revdex.com, which we and the general public respect and rely on, to know about Sleep-Comfort’s misleading advertising and general policies.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Their advertising is deceptive and does state, if not in exact words, 90 day no risk. Meaning it can be returned. As with regard to their statement that I was unreceptive to try and work with them this is a lie. [redacted] asked me to go to another store a competitor called [redacted] and get a price from them on their bed. It took me a while to get to their store but I did and I called [redacted] back and she refused to take my call. You can go to their web advetisement and see for yourself how misleading thier advertisement is. They say try one with no obligation. If that is not money back guarantee I don't know what is. They also say they will save you thousands of dollars. When I went back and asked them about the bed I was thought I was buying [redacted] said that if I wanted to pay more money I could get one but I would have to return the bed at my cost. With an incrased price I would have been paying the same for Sleep comofrt as [redacted]. Where is the thousands of dollars of savings they promised in thir ad. They sold me a cut down version and knowing that most people get rid of thier old bed making it hareder to return thier bed at our cost. On top of that they will only take back the mattress and not the frame. What a scam. I fell for it but I hope you will notify others of their decitful practices. Make them change thier ad so other senior cistzens are not scamed like we were. Money is hard to come by when living on a budget.

Mr. [redacted]’s response states that he is “not demanding anything of Sleep-Comfort, onlywhat we were told to expect.” Unfortunately what he is expecting is outside the terms of ourtrial period. As with all customers he did receive a 90-day in-home trial. All of his issuesrevolve around the 90-day in-home trial expiration date. Here is a summary of the relevant facts:10/12/151:50pm Mr. [redacted] received his bed and signs a proof of delivery (copy   previously provided). 2/12/16 90-Day in-home trial expires 2/16/16 7:58am Mr. [redacted] calls our office to exchange his mattress which he states is too hard.2/16/16 8:25am Mr. [redacted] tells sales representative he received his bed on December 21* And is within his 90-Day in-home trial.2/16/16 11:46am Customer Service leaves message on both phone numbers for Mr. [redacted]2/18/16 12:28pm Mr. [redacted] calls back and speaks with customer service regardingexchanging mattress.Because Mr. [redacted] kept informing different people in our office he was covered under the 90-Day trial period when it had expired resulted in conflicting cost information. However, the reality is his trial period had expired and any new mattress would need to be purchased. Nonetheless, although not required to do so, customer service quoted a greatly reduced price of $590 to purchase the mattress he wanted. As a courtesy to Mr. [redacted] we will still allow him to take advantage of this offer for the next 14 days. He can call us directly to take advantage of this offer.Regards,Brian Thomas

I have read the complaint filed by Mrs. [redacted] and although we disagree with the
description of the events we are allowing the beds to be returned by Mrs. [redacted].
The beds ordered by Mrs. [redacted]'s can be ordered with or without a decorative bed skirt.
Her two beds were delivered with "all the parts"...

however, the decorative bed skirt on one bed
was not attached to the base unit with Velcro. In addition she notified us that the timer on one of
her massage motors was turning off too quickly. A technician was sent to replace the massage
motor and attach the decorative bed skirt.
According to the service technician the massage motor was replace and a new bed skirt
with Velcro was attached to her bed as requested. The service technician stated that both he and
Mr_ [redacted] were satisfied-with the service but Mrs. [redacted] did not like the "look" of the new.-bed
skirt. She felt the fit was not right and stated the original bed skirt fit better. She instructed the
service technician to removed the attached bed skirt and place the mattress back on the base unit
which he did as instructed. Without the bed skirt, the exposed Velcro caused slight scratches to
the fabric on the mattress. Even though the damage was caused because the service technician
was following the customers instructions, to keep Mrs. [redacted] happy we agreed to replace both of
her beds with two new beds.
 
Two new beds were ordered and shipped to Mrs. [redacted]. Unfortunately, although the
order was placed correctly, the warehouse shipped in error, the beds without the decorative bed
skirt attached as before. We did apologized to Mrs. [redacted] for the error, but because the
decorative skirt can easily be attached we assured her this would be done immediately. Mrs.
[redacted], however, decided not to accept delivery of the new beds. A few days later she called
asking to return of the initial beds delivered. Mrs. [redacted] does have a 90 Day trial period to
return the beds. Rather than allowing us to repair or replace the beds she has chosen to return the
beds within the terms of her 90 trial which she is entitled to do. She has been issued an RMA
number to return the beds and is in the process of doing so. Her account will be refunded when
the beds are received at the factory.
The SKU numbers for the bed with and without the decorative bed skirt is only different
by one number. This error should never have happened but Sleep Comfort did its best in a
timely manner to rectify the situation. As a courtesy we even agreed to replace the entire order
with new beds. It is frustrating for both the customer and the company when an item is not
shipped as ordered. Although this problem is not unique to any company, we strive everyday to
be error free. We are sorry Mrs. [redacted] has decided to cancel her order but we respect her
decision to do so.
If you have any additional questions, please call me at ###-###-####.
Regards,
 
[redacted]
Sleep Comfort Adjustable Beds
Customer Service

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]