We represent Spring Air International, LLC (SAI) SAI is willing to honor the warranty and provide a replacement mattress provided that you submit photographic evidence of the warranty issues and pay for shipping of the mattress which is anticipated to cost approximately $ Please
respond with details regarding the mattress defects and photos showing such defects Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
We were not made aware that we had to pay for transpotation until we got the email stating the claim is valid As a matter of fact the salesman *** *** used how fabulous the warrant you was suppose to be as a selling point (All verbally no paperwork other than order was given to us) So in other words the consumer is paying for your defective products to be replaced
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
In response to the consumer's complaint we did explain how the warranty is processed. We understand the consumer's frustration on how the process works, however this is a standard nationwide warranty. I have attached a copy of the warranty card and highlighted under what is not covered the portion...
where it states transportation costs to and from the factory for repair or replacement is the responsibility of the consumer. The other option the consumer has is to bring the mattress to the factory and they will repair or replace while they wait if made by appointment. We apologize for any inconvenience this has caused the consumer.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I do not feel we should be held responsible to pay for something faulty the company sent to us, nor do I feel we should drive to Chelsea. This is an absolute poor practice and humiliation. If this is the decision we will eat it and shop elsewhere, however I will make it known to others that they ship defective products and then expect the consumer to pay to correct the defective products they sent.
Regards,
[redacted]
We do apologize for any inconvenience this may have caused the consumer, however this is how the warranty process works. We did offer another option to the consumer. The factory is more than willing to repair or replace the bed. If the consumer does not want to use the option we offered, there is nothing more that we can do.
When Ms [redacted] called this office, she proceeded to tell us her situation with her mattress. We informed her that she would need to contact the factory that made the mattress about the complaint. We explained that she would need to look at the law tag that is attached to the mattress to find that...
information. Once she found that information we would have gladly given her that number, however, Ms. [redacted] became combative and argumentative when our customer service person tried to explain all this to her. Ms. [redacted] proceeded to threaten with a law suit said she was an attorney and asked for the customer service person name and by law this person did not have to give it, but she would not let up and that's when she was hung up on.The second call we received from Ms. [redacted] she wanted to complain about the customer service person she spoke to and proceeded to engage in a conversation, then informed us that the phone call was being record for insurance purposes. Being an attorney as she claimed she should know that by law she is to inform the person she is speaking to that the conversation is being recorded prior to engaging in any verbal contact, which she did not. So that is when she was hung up on the second time. We are a marketing and licensing firm, not a manufacturer. Ms. [redacted] needs to look at the law tag to find out what exact factory made that particular mattress and proceed with contacting them. We did nothing wrong. We informed her on how to proceed and she was the one that was not listening or being cooperative.
We represent Spring Air International, LLC (SAI) SAI is willing to honor the warranty and provide a replacement mattress provided that you submit photographic evidence of the warranty issues and pay for shipping of the mattress which is anticipated to cost approximately $ Please
respond with details regarding the mattress defects and photos showing such defects Thank you
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
We were not made aware that we had to pay for transpotation until we got the email stating the claim is valid As a matter of fact the salesman *** *** used how fabulous the warrant you was suppose to be as a selling point (All verbally no paperwork other than order was given to us) So in other words the consumer is paying for your defective products to be replaced
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
In response to the consumer's complaint we did explain how the warranty is processed. We understand the consumer's frustration on how the process works, however this is a standard nationwide warranty. I have attached a copy of the warranty card and highlighted under what is not covered the portion...
where it states transportation costs to and from the factory for repair or replacement is the responsibility of the consumer. The other option the consumer has is to bring the mattress to the factory and they will repair or replace while they wait if made by appointment. We apologize for any inconvenience this has caused the consumer.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
I do not feel we should be held responsible to pay for something faulty the company sent to us, nor do I feel we should drive to Chelsea. This is an absolute poor practice and humiliation. If this is the decision we will eat it and shop elsewhere, however I will make it known to others that they ship defective products and then expect the consumer to pay to correct the defective products they sent.
Regards,
[redacted]
We do apologize for any inconvenience this may have caused the consumer, however this is how the warranty process works. We did offer another option to the consumer. The factory is more than willing to repair or replace the bed. If the consumer does not want to use the option we offered, there is nothing more that we can do.
When Ms [redacted] called this office, she proceeded to tell us her situation with her mattress. We informed her that she would need to contact the factory that made the mattress about the complaint. We explained that she would need to look at the law tag that is attached to the mattress to find that...
information. Once she found that information we would have gladly given her that number, however, Ms. [redacted] became combative and argumentative when our customer service person tried to explain all this to her. Ms. [redacted] proceeded to threaten with a law suit said she was an attorney and asked for the customer service person name and by law this person did not have to give it, but she would not let up and that's when she was hung up on.The second call we received from Ms. [redacted] she wanted to complain about the customer service person she spoke to and proceeded to engage in a conversation, then informed us that the phone call was being record for insurance purposes. Being an attorney as she claimed she should know that by law she is to inform the person she is speaking to that the conversation is being recorded prior to engaging in any verbal contact, which she did not. So that is when she was hung up on the second time. We are a marketing and licensing firm, not a manufacturer. Ms. [redacted] needs to look at the law tag to find out what exact factory made that particular mattress and proceed with contacting them. We did nothing wrong. We informed her on how to proceed and she was the one that was not listening or being cooperative.