The Back Store

Initial Business Response / [redacted] (1000, 5, 2016/09/19) */ We have previously apologized to the customer that she was not satisfied with the product that was delivered to herWe then sent a pre-paid electronic FedEx label to her for her to mail back the wedge As soon as we receive the wedge back, the refund will be issued Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Back Store should not send a replacement product to the consumer which is not equal to the product purchasedThe web site photo should reflect the product being sentThe photo for the product still shows a picture of a full body length (72" long ) wedgeThe Back Store did change the size to match the replacement product (32" long)The Back Store also states the product is made of memory foamThe replacement product had only one inch of memory foam and the rest of the product was made of hard furniture foamCustomer service was very poorThe store should apologize to the customerI have not yet received my refund

We spoke with the customer and gave her several options First, we told her that if her main problem was that the bed was too high, that we would be more than happy to come out and lower the bed for her She declined and wanted to come in and apply the credit for her base towards another
mattress We are currently waiting for her to come in and make the exchange to her satisfaction

Initial Business Response /* (1000, 5, 2016/09/19) */
We have previously apologized to the customer that she was not satisfied with the product that was delivered to her. We then sent a pre-paid electronic FedEx label to her for her to mail back the wedge.
As soon as we receive the wedge back,...

the refund will be issued.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Back Store should not send a replacement product to the consumer which is not equal to the product purchased. The web site photo should reflect the product being sent. The photo for the product still shows a picture of a full body length (72" long ) wedge. The Back Store did change the size to match the replacement product (32" long). The Back Store also states the product is made of memory foam. The replacement product had only one inch of memory foam and the rest of the product was made of hard furniture foam. Customer service was very poor. The store should apologize to the customer. I have not yet received my refund.