Sleep Innovations, Inc.

Complaint: ***
I am rejecting this response because: It does not address the fact that you rejected my warranty claim originally? Why? Your representative SPECIFICALLY told me that the cover is not covered under warranty, despite the fact the paperwork in my hands says it does I am more concerned that his response was part of a company policy to not honor claims and to blow them off to save money Now that I have registered a complaint with the Revdex.com suddenly my warranty claim will be honored? Something fishy about your company or the representative that handled my claim
Regards,
*** ***

Good afternoon - Innocor advised of process to replace the pillow - complete a form (to capture contact information, etc...), provide a photo displaying the defect, and a copy of the receipt and was advised that we would replace the pillow.  We offered to regular mail or email these...

instructions to him.  I have included these instructions in this email.  Once we receive the required information, a replacement will be shipped.  Please let me know if I can provide any additional information.  Best regards - Kristen N[redacted]

Complaint: [redacted]
I am rejecting this response because:
They totally avoided the info I put in my complaint about their rude and disrespectfulness.They want a picture sure ill send 1. But they need to deal with the disrespect they showed me. A American consumer.Thank you to all
Regards,
[redacted]

Review: We purchased an item from a local retailer, made by Sleep Innovations Inc. This purchase was Father's Day 2014. The product was a pillow, purchase price was approximately $50. Product consists of a foam material with a fabric cover. Warranty period is 5 years. I informed Sleep Innovations, Inc, early September 2014, that the fabric cover failed. It closes around the foam material via a zipper, and the zipper line split open. The zipper will not close the zipper line now. I had never touched the zipper before, I use a pillow case to cover the entire product. I remove my own case for washing, but never the fabric cover. The response I received from Sleep Innovations, now calling themselves Innocor, was "We have received your inquiry about your cover. The cover is not covered under the warranty. You may be able to purchase one from your local bedding store or online." However, the warranty pamphlet I have that came with the product clearly states the following at the top "Sleep Innovations, Inc. warrants the fabric cover and the foam material in this product will be free from defects in material and workmanship." This indicates to me their customer service has a policy to not honor the warranty as advertised, or they have been misinformed by management. Either way, this is their problem and they should have at least asked me to ship the pillow cover to them for inspection. I just assumed my issue wouldn't be worth their time and they would simply ship me a new pillow cover. Apparently I was wrong.Desired Settlement: I obviously should be entitled to have my product serviced via the warranty advertised in the product, but it is equally if not more important that I have a letter on company letterhead from management stating that they do warranty items similar to mine, as advertised. "Sleep Innovations, Inc. warrants the fabric cover and the foam material in this product will be free from defects in material and workmanship." So I know future consumers with a defective product will not be ignored. Thank you, [redacted]

Business

Response:

Dear [redacted] Thank you for contacting Innocor Comfort, formerly Sleep Innovations! We apologize that you are having an issue with your pillow cover. However, we will be happy to assist you with a warranty replacement claim. Below is the information that we require in order to proceed with your claim. Please be aware that if your original product has been discontinued, it may be replaced with a comparable or upgraded model that is currently available. Also note that if your claim is approved and you receive a warranty replacement that your warranty does not begin from that date; your warranty will continue from your original date of purchase. Please provide the following via e-mail (preferred method) or US Mail: · Photos (digital are preferred) of the pillow showing the defective cover.· The UPC bar code from the box if available.· Provide the manufacturing date and the serial number that are stamped on the law tag and/or box.· The completed claim form which is attached/enclosed.· The original sales receipt.o If you do not have a sales receipt, you will need to mail in your cover at your expense to the following address.§ Innocor Comfort [redacted]

[redacted] Attn: Customer Service We will review your claim and all documentation upon receipt and will contact you via e-mail or telephone with the status of your claim. All approved claims will be provided with a tracking number once your replacement has been shipped. All replacements will be shipped via [redacted] Ground and may take up to 1-3 weeks to be delivered. You can follow the progress of your replacement on the [redacted] web site. We hope this information has been helpful. Please feel free to contact us at [redacted] or send an e-mail to: [redacted] if we can be of any further assistance. Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It does not address the fact that you rejected my warranty claim originally? Why? Your representative SPECIFICALLY told me that the cover is not covered under warranty, despite the fact the paperwork in my hands says it does. I am more concerned that his response was part of a company policy to not honor claims and to blow them off to save money. Now that I have registered a complaint with the Revdex.com suddenly my warranty claim will be honored? Something fishy about your company or the representative that handled my claim.

Regards,

Review: On July 16th, 2013, I placed an order through [redacted] and paid for the expedited shipping which estimated a 2-6 business day delivery. After about 8 business days, I sent my first e-inquiry regarding the status of my order. I received an automatic confirmation to let me know it could take up to 2 days to receive a response. Roughly 4 days after my initial status inquiry, I sent another. Once again I received the same automatic response and several days later (at this point it is about 2 and a half weeks from when the original online purchase was made), I received an actual response saying that my package must have been lost in transit. They asked if I still wanted the package sent and I told them yes. I stated that if I received the replacement package by a certain day (a reasonable deadline), I would forget the fact that I paid extra money for expedited shipping and still had not received the package 3 weeks later. Needless to say, the package did not come in that time frame and when it finally did arrive, it was the complete wrong size. So much so that the product is not even usable. I called the number on the shipping box and after a few days of e-mails and phone calls, I sent the customer service rep the information requested and they said they would review and provide me the product I ordered. A couple of days ago, I received a response from the company stating the following: "In reviewing your information, we have to advise you to contact [redacted] directly for a replacement. We do not sell Novaform directly to [redacted] this was a third party purchase which is not covered under the warranty criteria." It has now been over a month since the purchase was made and I have to start all over again trying to find the correct contact and get them the necessary information. All that has been accomplished is I am $200 poorer and have 45lbs of useless product that I must dispose of because there is no way I can ship it back. This has been nothing but a month long pain.Desired Settlement: I would like them to send the correct product as I had originally ordered as well as to be refunded the shipping costs.

Business

Response:

Dear Customer,

We regret to here of your situation with the purchase of our product through [redacted]. The information you received from Sleep Innovation’s is correct. We do not sell Novaform products through [redacted], so third party purchases would not be covered by Sleep Innovations. However, in an effort to provide excellent customer service, we would gladly offer you a one-time replacement topper. We have your information on file, just please confirm your address and we will ship you this right away. Please email me directly at [redacted]

Best Regards,

Sleep Innovations, Inc.

Toll Free number [redacted]

Review: I have neck problems. so we bought a 2 pack of pillows. pillows are called memory foam gel pillows.

1 pillow is great the other is deformed and flat upon removing it from pack. does not fluff up either.

called company. talked to orlando s[redacted]. first orlando said its stores fault.. but store dont open pillows. store sells them in original packaging from shipper or business. orlando said take picture of bad pillow. take picture of good pillow take picture of recipt. also send pillow. orlando said I pay postage out of my pocket.

1 if pillow worked I wouldnt have to call them. I wouldnt have to spend my hard earned money on postage.. I asked to speak with supervisor. kristy was her name. she wouldnt tell me her last name. but she did say I can put what ever name I like on complaint.

anyways she gave another story about filling on paperwork. and a lot of double talk. I really didnt understand her. when I said I dont understand she said thats how it is in new jersey. I dont even know what that means

well she conferenced orlando on line. when I asked questions they said I was being to aggresive and they wont stand for this. they said they will disconect call.

I then said thats what you do to get people off the phone that bought your broke product they hung upDesired Settlement: I want a new pillow thats not broke. if they want the defective one. fine. they pay postage.

or my money back.

its a simple $20 pillow

thruthfully I believe its making my neck worse. but it is deformed.

they say they sell a good product and thats what I expect

and and apology from kristy whoever her name is. she is just so unprofessional. I dont like bulling phone tactics

thast all

thank you all very much

Business

Response:

Good afternoon - Innocor advised of process to replace the pillow - complete a form (to capture contact information, etc...), provide a photo displaying the defect, and a copy of the receipt and was advised that we would replace the pillow. We offered to regular mail or email these instructions to him. I have included these instructions in this email. Once we receive the required information, a replacement will be shipped. Please let me know if I can provide any additional information. Best regards - Kristen N[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They totally avoided the info I put in my complaint about their rude and disrespectfulness.They want a picture sure ill send 1. But they need to deal with the disrespect they showed me. A American consumer.Thank you to all

Regards,

Review: I purchased a memory foam mattress topper from this company on Mar 15 2010 with a 10 year warranty. I recently contacted them as the foam no longer has any memory support whatsoever. This is evidenced by the fact that I now wake up every morning with a back ache. I sent them the documentation they required for proof of sale and a short video showing how the foam now reacts to pressure. It showed memory foam with no memory foam characteristics whatsoever. It now reacts to pressure just like any normal foam. They did not accept my proof and refused my claim and will not even answer any further e-mails.Desired Settlement: I just want a new topper shipped out to me.

Business

Response:

Dear Consumer,

Thank you for taking the time to contact us. We regret to learn of your disappointment with your topper and appreciate your letting us know.

Here at Sleep Innovations we have spent several years researching new technologies, designs and unconventional materials that can aid in sleep. Every product is clinically tested and has passed strict regulation requirements. Therefore, we are able to sell our products with confidence.

As a one time coutesy, we will gladly replace your topper. Your request has been processed and your new topper should be received in 5-10 days.

Sincerely,

Sleep Innovations, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted]