WCW Inc.

Customer purchased mattress from Dream Again Series in July 2015Customer had a night sleep trial in which to return for a 100% refundCustomer called in February to say system was not holding air and was uncomfortableWCW replaced left and right air systems at no charge to customerCustomer
called in May to say problem still exists WCW replaced relief valves at no charge to customerCustomer said he just wanted a memory foam mattress like he purchased in 2007WCW no longer manufactures memory foam mattresses, HOWEVER, WCW offered to custom make one at no additional charge in order to satisfy this customer. Custom products are non returnable/non refundable, so no new sleep trial would be offered. WCW also offered to replace the air chambers again, in the event there was a defect in his current mattress.Customer is well past his sleep trial, so customer will not be refunded, but as you can see, WCW will work with this customer to satisfy his needs.Sincerely,*** ***WCW Inc.***@wcwinc.us

This customer had a night sleep trial. Her mattress is years old. We have no record of a request to return. We have a copy of the confirmation signed by the customer stating that she agrees to the terms and conditions. It clearly references the sleep trial and warranty process. WCW has gone above and beyond to try to assist this customer, even changing it from a horizontal mattress to a vertical mattress at no charge, however she is not willing to work with us. WCW stands by it's product and warranty. I would like to add that the year warranty is pro-rated, so if this customer does not help us help her, she will be responsible for 50% of the purchase price of the replaceable component plus shipping after the 10 year mark. It increases by 5% each year after that until the years expires. I would also like to add that there is no owner named PaulWe want this customer to be satisfied, but unless and until she assists us by showing a manufacturer's defect, there is nothing we can do. WCW will not refund any of the purchase price of this product, but will help with warranty issues.SincerelyPatti E***Customer Service SupervisorWCW| Natural Form Sleep Systems

After multiply refusals by WCW,Inc. and their comments that the pictures would have no impact on their decision I decided not to send them.  In May of 2010, when I was to receive the vertical cylinder I asked Karen G[redacted] if she needed them and was told no, I discarded them.  This is my third update to you about the pictures.  I have not gone into detail as I had previously.  I hope this helps you to understand why the were not sent.  They were never requested.  It was I who insisted on sending them, but once I realized, based on their comments they would have no impact I did not bother to send them.  Their notes have to be based on my insistence to send them and not a request by WCW,INC..Very truly yours,[redacted]

The customer purchased a horizontal mattress system from WCW ion 7/23/2008.   In October, she called and spoke to a Representative because her bed felt softer in one spot.  Here are the notes from that Representative:. "She has a single system full, and sits in her bed, to work and...

sits to one corner, she also tends to sleep in one corner. I explained the concept of sleeping in the center of the infl. system, and that with her having one its forcing the air to the opposite side of the mattress. She is going to try to reset the matt. and try it a few days, and is she's not happy she may want to change out to a vertical system." The customer called back in November stating she was still having problems, and the Representative asked her to send pictures of the problem. We have no record of her doing that.  In December of 2009, customer emailed saying she and her sister attempted to troubleshoot the mattress, but she hurt herself and could not continue.This customer signed a confirmation stating that she had a 90 night sleep trial.  There was never a request to return the product.  Finally, in May of 2010, WCW agreed to change out her mattress for the Vertical model, which she had inquired about in October of 2008.  This was done at no charge to the customer. WCW warranty policy states that a manufacturer's defect must be proven with a photograph of the defect and that the customer shall incur any and all shipping and handling fees associated with the item shipped. WCW has gone above and beyond to make this customer happy, at no additional expense to her.    If a manufacturer's defect is discovered, WCW will replace the defective component for a shipping fee only.  The customer is responsible for shipping  once the purchase has surpassed the one year mark.  WCW will not refund this customer, she has had the product for 6 and a half years.Thank youPatti E[redacted]Customer Service SupervisorWCW Inc.