Zinus, Inc.

Initial Business Response /* (1000, 5, 2015/02/11) */
We contacted the customer and explained how to re-sync the remoteAll is fineShe had been given incorrect contact informationThank you!

Unfortunately the incorrect tracking number was sharedThe correct tracking would be ***, and it shows delivered on Friday the 2ndThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to meThis business showed no
remorse for its terrible customer serviceThey just apologized for the delayed shipped, not the fact the reps were not knowledgeable and gave me misleading information.
Sincerely,
*** ***

We apologize for the Fedex shipment not movingWe have sent another today via FedEx Expedited: 780004276610
It should arrive in the next few daysWe apologize for the delay

Spa Sensations is a Zinus brandWe have reached out to the customer offering a refund in exchange for the mattress being returnedThank you

We have reached out to the customer to provide exchange instructions. We have reviewed this order and determined that this was shipped and fulfilled by Amazon. The customer will need to contact Amazon and request for an exchange if the odor of the mattress does not dissipate. Once
the customer requests this with Amazon, they should be able to get an exchange started. We will work with the customer through all steps to make sure this exchange is successful. If you have any questions, please reply
Sincerely,
Zinus Inc

Customer was confused over the different delivery dates. We were able to speak with the customer over the phone and answer all questions she had for us. Her 2nd shipment is set to be delivered today and she satisfied with the
outcome
***

This part was unavailable so we have sent out a complete replacement frame with Fedex Tracking ***We apologize for the delay

We are processing a refund check for this Amazon customerThank you

A full refund has been given to this customer on June 6th, with our apologies for the shipping issues

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, Pamela***

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, Breana ***

We have went ahead and communicated with the customer We have set them up with a a replacement and some pillows for the inconvenience We also provided a pre-paid return label to return the incorrect item back to us Mr*** agreed to all terms and was happy that he was able to
reach an agreement with us over everything Once again we apologize for the inconvenience. Sincerely,Zinus Inc

We are happy to assist with a refund once proof of product donation is received
Thank you

Dear customer, we are sorry about thisSounds like a manufacturing defect and we advise you to contact the manufacturer for assistance
***
Thank you!

We are so sorry for the issues with your refundWe worked with Affirm to get it processed todayWe thought it was done originally but there was a technical error
Thank you!

Revdex.com:I don't know if it was because my filing a complaint or what, but I did receive a call the same day I filed the complaint from the Director of Marketing and within days now
have received response to the actions being takenI have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI appreciate your support.Sincerely, Tashika ***

Initial Business Response /* (1000, 5, 2015/03/10) */
We are sorry that this customer had a hard time reaching us by phoneOur policy is to ship orders within 24-hours of receipt, and promise arrival within 5-working days after shipmentMr***'s mattress is scheduled to be
delivered Friday within that time frameWe have tried to contact him by phone to see if there is anything more we can assist with but have been unable to reach himThe difference in time zones might be an issue as we are in the office 8-Pacific time and he lives in *** CityThank you
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bed arrived today a full week after orderingI am still frustrated that it took full days just to have the bed picked up from their facility by Fedex and the difficulty reaching them by phoneI received only one phone call from the company and trust they will reach out to me to confirm that the bed met our needs
Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will await their credit to my credit card.
Thank you for your prompt service! It is appreciated. Sincerely, Mary ***

A replacement has been sent FedEx tracking*** Thank you