Soldier Shop Inc.

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In front of witnesses they said I would have to pay the difference and they have given refunds in the past. Also, since my second visit to their showroom I have not received a single phone call and my emails have gone unanswered for months. I also stated my medical condition severely limits my driving so getting to their showroom a third time is very difficult. The heat and discomfort of this mattress is unbearable. I am now staying at a friend's home so as to avoid sleeping in that horrible mattress. As for the 10minute wait, a nod and a "be right with you" followed by 30+ minutes waiting does not good service make.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:THE RESPONSE FROM GREG, MANAGER AT SLEEPWORKS IS A TOTAL LIE.  I "NEVER ACCEPTED A DEFECTIVE  MATTRESS" FROM SLEEPWORKS.  I ASKED FOR A FULL AND COMPLETE REFUND AS JOE THE SALESMAN AT SLEEPWORKS TOLD ME I WOULD GET BY CHECK SINCE I PAID CASH IN THE TOTAL AMOUNT OF $829.00. I HAVE HAD 4 REPLACEMENTS AND ALL WERE ''DEFECTIVE" MATTRESSES THEY SHIPPED TO ME.  I REFUSED ANOTHER MATTRESS BECAUSE EACH  4-MATTRESSES WERE 'DEFECTIVE' AND ASKED FOR A FULL REFUND WHICH THEY REFUSED TO GIVE TO ME. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

This has been resolved, we replaced the mattress and customer has accepted. Greg   Greg L[redacted]General ManagerSleepworks, The Authority in Handmade and Natural Organic mattresses[redacted]

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the...

mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your ANot all the information Mr. L[redacted], stated is correct, he offer to send me a mattress cover, if I would agree to pay the fee, $129.00, or $200.00.  My response was I purchased a mattress topper, which is thicker than a mattress cover, and it did not stop the burning mattress. The mattress he wanted to sell me was $2,000.00 - $5,000.00, and I explained that my Health Insurance, would not cover the cost,  I am disable, and I am not able to purchase such an expensive mattress and box spring. The mattress was equipped with wool, and I mention to him I was allergic to wool, so he sent me (3) test samples, and once again I stated I had a reaction to the wool. He assured me this was a special order, hand made, organic mattress, and it would not be a problem for me.   He totally ignored my allergy to wool, and I have a Prescription from my Primary Care Physician, Stating I am allergy, to wool.  Mr. L[redacted], needs to accept the fact that the Naturepedic mattress is not 100% organic, it has 16% wool, the 72% cotton is not organic,and the 12% Batting, is not organic as stated. I received the 100% Organic mattress today, and I am very pleased with it.  Please see the attached copy delivery by [redacted] on 06/**/17, The The correct resolution for Sleepworks Mattress, is to close this transaction.Thanks, [redacted]nswer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]