Wenzel Company

Hello, We've researched this complaint and have concluded that our Customer Service Representative provided accurate and great customer servicePlease see the attachments for all customer correspondence and other documentationTo summarize, the customer reached out via email on 8/stating that he had an issue with our Insta-Bed productHe stated that it wasn't holding airWe responded back within hours, providing clear instructions on how to begin the air bed replacement processOur instructions are very clear and concise and does not require much effort on the customers endThe customer responds days later stating that he doesn't have a proof of purchase or anyway to show that he is the original purchaser, which is required per our warranty language (limited)There is a bit of back and forth going on (all enclosed), but ultimately the customer states that he was just wanting to notify us of the decline in product quality and wasn't looking for a replacementWe respond the next morning with alternative ways to find a receipt as we were looking to stand behind our productThe customer then mentions that he has PTSD and is a veteran and cannot remember where he purchased the mattressTwo hours later, our rep states that without a receipt and given the circumstance, that we could offer the customer a 50% off couponThe customer accepts, unhappilyThe customer was given coupon code [redacted] and the customer purchased a new airbed on 9/20/for $(50% off) Given the situation and all the informatin provided, I hope that you will see that we were willing to work with the customer and made multiple offers to rectify the situationPlease advise if any other information is requiredSincerely, [redacted] SrManager of Consumer Services(303)

Hello, We've researched this complaint and have concluded that our Customer Service Representative provided accurate and great customer service. Please see the attachments for all customer correspondence and other documentation. To summarize, the customer reached out via email on 8/1 stating...

that he had an issue with our Insta-Bed product. He stated that it wasn't holding air. We responded back within 24 hours, providing clear instructions on how to begin the air bed replacement process. Our instructions are very clear and concise and does not require much effort on the customers end. The customer responds 3 days later stating that he doesn't have a proof of purchase or anyway to show that he is the original purchaser, which is required per our warranty language (limited). There is a bit of back and forth going on (all enclosed), but ultimately the customer states that he was just wanting to notify us of the decline in product quality and wasn't looking for a replacement. We respond the next morning with alternative ways to find a receipt as we were looking to stand behind our product. The customer then mentions that he has PTSD and is a veteran and cannot remember where he purchased the mattress. Two hours later, our rep states that without a receipt and given the circumstance, that we could offer the customer a 50% off coupon. The customer accepts, unhappily. The customer was given coupon code [redacted] and the customer purchased a new airbed on 9/20/16 for $87.47 (50% off).  Given the situation and all the informatin provided, I hope that you will see that we were willing to work with the customer and made multiple offers to rectify the situation. Please advise if any other information is required. Sincerely, [redacted]Sr. Manager of Consumer Services(303)