The Pure Sleep Company

Thank you for giving us the opportunity to respond to this complaintOn [redacted] **, this customer received a full refund of $ [redacted] to a Visa card ending in *** In addition to refunding the purchase price and California sales tax, as we promise to do in our terms and conditions, we also refunded the shipping costs which we normally don't doHowever in this case, the customer either refused to accept delivery of this order or the [redacted] deemed it to be undeliverable for some other reasonThe prior seems more likely but the customer claims that he never got itIn cases where the customer never actually gets their order delivered, we do refund shipping costs, even though they are real costs that we incur Because the customer claimed that he never received his order, we treated it as a delivery that was simply missing at the time he calledWe therefore told him that our procedures call for us to wait up to fourteen days to see if it gets delivered (either to him or to us) before we process a refundAs you can see, it didn't take that longIn fact, we received his returned order on [redacted] **, and as I already noted, his refund was processed one week later on [redacted] ** Best regards, ***

Initial Business Response / [redacted] (1000, 9, 2015/07/30) */ Customer called on 6/regarding status of his return shipmentAt that time customer service advised package had not yet been receivedCustomer indicated he had tracked it but could not provide tracking numberCustomer was also advised that absent actual receipt of package we would have to have a tracking number or other proof of delivery showing package was delivered to our warehouseSince customer had apparently not retained record of his tracking number he was advised to contact post office for help recovering the tracking numberTo date package has still not been received at our warehouse

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ We're sorry the customer is unhappy with her order. However, our backend systems do not have capability to issue partial credits. If customer still desires refund, she can call our customer service to obtain a return authorization(RA) number... and then return the goods. In order to take advantage of this, she must call by December 29. The toll free number is (XXX) XXX-XXXX. Operators are available 8:00am to 8:00pm EST, Monday through Friday. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has nothing to do with being satisfied with order. I clicked on the link to do 30 day FREE trial and was charged FULL price. Then called and spoke with someone who said he couldn't help me nor cancel the order and was rude. He also told me the website isn't set up for firefox (which I was in) so I'm worried about security of using my card. Along with saying he is the ONLY person there. I've already filed with my bank who went to the website as well and saw the link and made a call to your "customer service" and agree is rude and unwilling to help. The bank stated that if I receive the product then reject it to mail carrier and if pure sleep does not refund my money then they gladly will. [redacted] I hope you understand that your customer service agent stated that he would not help me. Said that there was no one else there. He said he is a manager and there are no other managers. He said "go right ahead" when I said I was going to my bank. He said "I don't care" when I said I would file a complaint with BBB. I don't want to do business with bc of the error in billing but even more because of this representation of your company [redacted] Final Business Response / [redacted] (4000, 22, 2016/01/19) */ Our warehouse has no record of receiving anything from customer. Can customer please provide a tracking number or copy of receipt for postage paid to return goods. Final Consumer Response / [redacted] (4200, 24, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can use your tracking number that it was shipped with. Once entered, you will see that it was refused by me and sent back and picked up by yall

This customer ordered our product on 9/12/ [redacted] and it shipped on 9/13/**We have a day money-back guarantee but we will accept returns that come back a bit laterHowever that is not the case with this customer He called on 11/7/ [redacted] to get a return authorization but was told that he was three weeks past the cutoff for our thirty day guaranteeHe then tried to get [redacted] to reverse the charge but we explained the facts of the situation to them and they agreed that we acted correctly and did not reverse the charge So he called back and told our customer support agent that he would not get off the phone until we agreed to let him return his unit for a refundAfter some time, he told the customer support agent that he was going to the bathroom and the customer support agent told him that if he left for this purpose, the call would be disconnected, which is what happened Based on our review of the situation, we do not think that our customer support representative acted rudely at allQuite to the contrary, we think that our representative acted very professional when confronted with an unusually rude, pushy and inconsiderate customer who apparently feels that rules are for everyone else but himWe therefore believe that there is no corrective action required on our partPlease respond if you disagree

We appreciate this customer's feedbackWe looked into this matter and discovered that returned product was getting held and processed in batches, resulting in excessive delays in processing refundsWe changed the process such that returns are now processed much more frequently, thereby preventing such long delays for customers seeking refundsWe are very sorry for the delay experienced by this customer but have now refunded his purchase price, and as noted already, we not only appreciate the opportunity to respond to this complaint, we actually appreciate the complaint itself as we agree that the process was not adequate and it was through this feedback that we were able to make improvementsThank you very much!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
I haven't been refunded, this response is a lie.Sincerely,*** ***

According to our records, $*** was refunded to the *** card ending in *** on 8/12/**If this credit does not appear on this credit card account, please let us know and we will pursue the matter with the credit card processorIn any case, we are very sorry for the delay in processing this refundWe looked into the matter and uncovered a problem that delayed the processing of returned merchandise that we had actually receivedAs a result of this and one other similar complaint, we took steps to correct the problemAs a results, returns and refunds should now be processed in a much more timely manner

Initial Business Response /* (1000, 9, 2015/07/30) */
Customer called on 6/24 regarding status of his return shipment. At that time customer service advised package had not yet been received. Customer indicated he had tracked it but could not provide tracking number. Customer was also advised...

that absent actual receipt of package we would have to have a tracking number or other proof of delivery showing package was delivered to our warehouse. Since customer had apparently not retained record of his tracking number he was advised to contact post office for help recovering the tracking number. To date package has still not been received at our warehouse.

Initial Business Response /* (1000, 5, 2015/06/08) */
We are sorry the customer is unhappy with the amount of time it took for us to issue refund. However, she was in fact respectfully asked to please allow 2-3 weeks for refund to be processed. The USPS tracking information she provided indicates...

her package was received at our warehouse on 5/4/2015 at 5:42pm. Normally refunds are processed within a few days of receipt. However some times there are delays (due to a variety of good reasons). In this case the refund was issued on 5/21/2015 -- a little more than 2 weeks after receipt of package. Since refund has already been issued there is nothing further we can do.

Thank you for giving us the opportunity to respond to this complaint. On [redacted], this customer received a full refund of $[redacted] to a Visa card ending in [redacted].
In addition to refunding the purchase price and California sales tax, as we promise to do in our terms and conditions, we also refunded...

the shipping costs which we normally don't do. However in this case, the customer either refused to accept delivery of this order or the [redacted] deemed it to be undeliverable for some other reason. The prior seems more likely but the customer claims that he never got it. In cases where the customer never actually gets their order delivered, we do refund shipping costs, even though they are real costs that we incur.
Because the customer claimed that he never received his order, we treated it as a delivery that was simply missing at the time he called. We therefore told him that our procedures call for us to wait up to fourteen days to see if it gets delivered (either to him or to us) before we process a refund. As you can see, it didn't take that long. In fact, we received his returned order on [redacted], and as I already noted, his refund was processed one week later on [redacted].
 
Best regards,
[redacted]

Subsequent to this complaint, we received a second, nearly identical complaint (#[redacted]) so we looked into the matter and discovered that returned merchandise was getting held and processed in batches. The problem was that they were not processing these batches frequently enough. We have now...

taken corrective action to avoid such long potential refund delays, and of course, we have refunded this customer's purchase price. We are sorry for the unnecessary delay and appreciate being informed of the problem and being given the opportunity to correct it.

Final Consumer Response /* (2000, 9, 2015/07/27) */
Company has refunded my money. This issue is resolved.

Initial Business Response /* (1000, 10, 2015/06/19) */
Customer's original order was shipped to her on January 26, 2015. At that time we were running a buy-one-get-one free offer so customer received 2 kits subject to our standard 30 day money back guarantee which allows customers to return...

product for any reason for refund as long as they call and request refund withing 30 days of receipt. Customer called on April 28 to request return/refund. This was more than 3 months after original shipment so our customer service rep was correct in telling customer the product was not returnable due to being well beyond the warranty period.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If their product does not last outside the warranty period, why would anyone purchase this item? It was my understanding that the warranty was more along the lines of if the product works or not. I was pleased with the way the product works, but it is unacceptable that the product will not last. I should not have to purchase new products every 3 months. I want my money back!

Initial Business Response /* (1000, 5, 2015/12/08) */
We're sorry the customer is unhappy with her order. However, our backend systems do not have capability to issue partial credits. If customer still desires refund, she can call our customer service to obtain a return authorization(RA) number...

and then return the goods. In order to take advantage of this, she must call by December 29. The toll free number is (XXX) XXX-XXXX. Operators are available 8:00am to 8:00pm EST, Monday through Friday.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has nothing to do with being satisfied with order. I clicked on the link to do 30 day FREE trial and was charged FULL price. Then called and spoke with someone who said he couldn't help me nor cancel the order and was rude. He also told me the website isn't set up for firefox (which I was in) so I'm worried about security of using my card. Along with saying he is the ONLY person there.
I've already filed with my bank who went to the website as well and saw the link and made a call to your "customer service" and agree is rude and unwilling to help. The bank stated that if I receive the product then reject it to mail carrier and if pure sleep does not refund my money then they gladly will.
[redacted]I hope you understand that your customer service agent stated that he would not help me. Said that there was no one else there. He said he is a manager and there are no other managers. He said "go right ahead" when I said I was going to my bank. He said "I don't care" when I said I would file a complaint with Revdex.com. I don't want to do business with bc of the error in billing but even more because of this representation of your company [redacted]
Final Business Response /* (4000, 22, 2016/01/19) */
Our warehouse has no record of receiving anything from customer. Can customer please provide a tracking number or copy of receipt for postage paid to return goods.
Final Consumer Response /* (4200, 24, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can use your tracking number that it was shipped with. Once entered, you will see that it was refused by me and sent back and picked up by yall

Initial Business Response /* (1000, 5, 2015/08/28) */
We are sorry the customer is unhappy with our product and services. When customers call to request return authorization our reps always advise customer to make sure return package is clearly marked with the return authorization number to ensure...

we have information we need to issue refund to correct customer. Some customers fail to do this and it causes delays. Our reps also advise customers to allow at least 2-3 weeks as we have no control over how fast the post office moves. In this particular case, the customer did contact us several times by email via our trouble ticket system but apparently neglected to provide information needed to figure out where her package was located. In any case, the package was finally located and a refund was in fact issued on 8/24/2015.

This customer ordered our product on 9/12/** and it shipped on 9/13/**. We have a 30 day money-back guarantee but we will accept returns that come back a bit later. However that is not the case with this customer.
He called on 11/7/** to get a return authorization but was told that he was three...

weeks past the cutoff for our thirty day guarantee. He then tried to get [redacted] to reverse the charge but we explained the facts of the situation to them and they agreed that we acted correctly and did not reverse the charge.
So he called back and told our customer support agent that he would not get off the phone until we agreed to let him return his unit for a refund. After some time, he told the customer support agent that he was going to the bathroom and the customer support agent told him that if he left for this purpose, the call would be disconnected, which is what happened.
Based on our review of the situation, we do not think that our customer support representative acted rudely at all. Quite to the contrary, we think that our representative acted very professional when confronted with an unusually rude, pushy and inconsiderate customer who apparently feels that rules are for everyone else but him. We therefore believe that there is no corrective action required on our part. Please respond if you disagree.

We appreciate this customer's feedback. We looked into this matter and discovered that returned product was getting held and processed in batches, resulting in excessive delays in processing refunds. We changed the process such that returns are now processed much more frequently, thereby preventing...

such long delays for customers seeking refunds. We are very sorry for the delay experienced by this customer but have now refunded his purchase price, and as noted already, we  not only appreciate the opportunity to respond to this complaint, we actually appreciate the complaint itself as we agree that the process was not adequate and it was through this feedback that we were able to make improvements. Thank you very much!

Initial Business Response /* (1000, 5, 2015/09/10) */
We're sorry the customer has not yet received his package. Our records indicate the package was shipped on 2/2/15 to his address in Canada. Canadian customs officials may have re-routed his package to his local post office so that they can...

collect the Canadian GST/HST tax due. Customer should check local post office to see if this is the case.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
I have recieved a refund in the full amount. Thank you very much for your assistance in this matter.