Zquiet

Dear Mr [redacted] ~I just read your complaint and I'm very sorry that you had such a negative experience with our customer service I will fully research your case by pulling your records and listing to your call with Dante Once I am fully briefed on the situation, steps will be taken to train or re-train our agents to ensure that other customers in your situation will not have to resort to a Revdex.com complaint to be heard In the meantime, I will ensure that a credit is applied to your account for the replacement ZQuiet you need If you still have the device that split, we will send you a self addressed stamped padded envelope to send it back for our inspection Rest assured that any cases that appear defective are recorded in our FDA Quality Program logs which are regularly audited by the FDA, so no further action should be needed on your part.I will call you tomorrow once I learn more and to arrange for the return of your device for our inspection My husband and I spend a lot of time working with our customer service staff to ensure the best service possible, and I take complaints very seriously My apologies again for your frustration We will make it right.With Best Regards, [redacted] , President and Co-Founder, ZQuiet

I just left a voicemail message for this customer apologizing for their experience and letting them know that a full credit has gone through today ZQuiet went through a process of changing our order management software this fall and several orders (including theirs) required a manual refund instead of the usual automatic process This order was somehow marked as "credited" when it hadn't been This is not a reflection of our day-to-day business and I am very sorry for the experience Sincerely, [redacted] , President and Co-FounderZQuiet

Mr [redacted] ,Our customer service department posted a credit to your account on 12/29/ We have no control over how long it takes your credit card company to show a credit to your account Please contact your credit card company directly to inquire about why the credit has not posted If they are not able to confirm a credit, please call me immediately at [redacted] .Kind Regards, [redacted] President, ZQuiet

Dear Mr [redacted] ,You contacted our customer service two days ago (9/27/17) stating that our product is a "piece of crap" and that we are "a fraud" because you sent the device back and were not credited for the returnOur return instructions clearly state that an RMA number is needed to return the product which is obtained by calling customer service or contacting us online The reason your card wasn't credited is because you sent the device back without an RMA number, so there was no way for our warehouse to match your package with your credit card information Two days ago when you contacted us, we processed the credit to your card and contacted you to let you know that had happened I'm assuming this matter is now closed.ZQuiet has helped millions of people treat their snoring over the past nine years, and I'm very sorry the product didn't work for you My husband and I started this business to help people, and we are still deeply involved in the day-to-day business (including responding to unhappy customers) I can assure you we are far from a fraud - we are deeply invested in our mission I hope this resolution meets with your expectations.Kind Regards, [redacted] President and Co-Founder, ZQuiet

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I would like to wait until the bank credits the money back into my account because at this point they have record of a credit Regards, [redacted]

Dear Mr***,I read your complaint, researched it with our customer service center, and I agree that your case was not handled properly I'm very sorry for your frustration Even though our records don't reflect receiving your return product, we should have taken your word for it and processed the credit right away The fact that you called twice and were not provided this courtesy is inexcusable I requested that your account be credited $immediately and that was processed this afternoon Please accept my apologies and rest assured that we are taking steps to correct this in the future.Sincerely, [redacted] , President, ZQuiet

I contracted z quiet again as asked, I talked to customer service they said that I would have to pay for another replacement mouth piece This is not to my statifacationI belief that a product should last more then months I want my money backthey said it is only quanteed for days/ they would sell me one for half price I also want my shipping an handling back This is a rip-offThank you [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Sleeping Well takes all complaints very seriously, and we begin by checking our records to follow the customer's experience to better understand the reason behind a BBB complaint. According to our records, Ms. [redacted] never called our customer support number to explain her situation and request a... replacement. We will be happy to send Ms. [redacted] a new ZQuiet free of charge, but request that she please contact our customer service line at 1 (800) [redacted] first if she has any problems in the future. Her replacement will be shipped within 48 hours.ZQuiet devices are made from a strong material, but the useful life can vary depending on the sleeping habits of our customers, such as jaw clenching or grinding teeth. We offer a replacement program for returning customers which will ship a new mouthpiece in regular intervals at a deep discount. It sounds like Ms. [redacted] may be a perfect candidate for that program, and customer service would be happy to help assist her with that in the future.

Dear Revdex.com,As soon as Ms [redacted] provided her phone number in the complaint, our customer service department called her right away and the situation is now resolved We did not have a record of her order because the debit card she used to purchase her [redacted] trial was not accepted by our system, therefore no order was ever submitted It's my understanding that we were not able to fulfill an order for her because she did not have a credit card payment method that was accepted We regret not being able to assist her further, but she confirmed that she was happy with the response from our team.Sincerely, [redacted] President, [redacted]

Dear Mr [redacted] ,I'm very sorry to hear that you were inaccurately contacted by our collections agency, and we will be glad to remove you from the list It sounds like we either never received your returned device, or perhaps it was accidentally not linked property to your account which triggered our system to charge the card on file Whenever a credit card is declined, we send a series of three emails to the cardholder to communicate the issue and allow them to remedy the situation before it moves to collections Apparently, these emails were not received or read by you Either way, it is a very unsettling feeling to be contacted by a collections agency for a matter you assumed was closed, and for that we apologize Our customer service representatives would have been happy to help you, but we have no record of you calling to discuss this with us after our last contact with you on 7/14/when the RMA was given.We will immediately remove you from collections, but please be aware that the postcards they send are sometimes pre-printed, so it's possible that you may receive one or two more Rest assured this has been taken care of My apologies again for your experience, and I'm very sorry ZQuiet wasn't the solution to your snoring.Kind Regards, [redacted] , President and Co-Founder

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedPlease let Zquiet know I finally got in touch with the rep [redacted] after filing this complaint and she was very helpfulI thank the business for responding quickly to my concerns and for issuing me a refundAs of now I would like to close the this case with the Revdex.com Regards, [redacted]

Dear Mr***,You are absolutely correct about our policy and I apologize that the charge appeared on your card I will speak to our customer service lead today to find out where the error occurred, and ensure that the $charge is reversed immediately Should you have any
further issues or wish to discuss this further, you can contact me personally at: ***.With Kind Regards,*** ***President & Founder, ZQuiet

Dear Mr*** ~I'm very sorry for your experience in trying to reach ZQuiet to return your product I asked our customer service team check your phone number against our call log, and the hold time you experienced was not acceptable I can understand you coming to the conclusion
that we are trying to manipulate our customers into not returning, but I assure you that it is not true We received a spike of calls this morning and were short-staffed due to illness, which crated a long hold queue.We have credited your account for the return of your device, and have waived your requirement to return it You've been through enough hassle! Simply discard it Please accept my sincere apologies for your experience, and best of luck finding a successful snoring solution.Kind Regards,*** ***, President, ZQuiet

Dear Mr*** -My sincere apologies for your experience with ZQuiet Based on what happened I can understand your assumption that we are dishonest, but I can assure you that this was a mistake by a new customer service agent and not regular practice Upon reading your complaint I
immediately contacted our customer service center to request a full report and learned that the agent you spoke with (***) put in the request for your refund Shortly thereafter she accidentally cancelled your refund in an effort to correct a similar mistake with another account I have been assured that your credit has been applied and that you will not receive any further charges.I'm terribly sorry for the confusion and your frustration, as well as the time you spent trying to resolve this I'm also very sorry to hear that ZQuiet didn't treat your snoring problem As a token of goodwill, I will request that you receive an additional refund of the (usually non-refundable) $trial cost My husband and I started this company eight years ago to help people who had a similar problem to ours, and I'm pleased to say that we have helped many hundreds of thousands of people sleep better We are actively involved in the day to day management of the company and committed to providing the best experience possible for our customers I'm very sorry we failed you in this instance.If you would like to contact me personally, please email me at ***.Kind Regards,*** ***, President and Co-Founder

We are sorry to hear about this customer's frustration with the trial offer and cancellation process When a customer is unhappy with a phone call through our service center, I always request to hear the recording, however the phone number listed on this complaint did not come through our
system If the customer would like for me to personally review the call, please have them contact me at *** with the phone number that was used to call our customer service so that I can address the specific claim on the representative trying to get them to call back It's possible that the order was not in our system yet, in which case a call back would be needed Otherwise our agents are trained to promptly process a cancellation.Our order process is simple The trial offer and the total cost of the device at the end of the trial are both featured on the landing page and are in compliance with regulations for pricing disclosure After ordering, a customer is sent an email which includes the phone number of our customer service center if they have any questions Following that, an email is sent when the product is shipped containing the same number It shouldn't require an "exhaustive search" to find our phone number if the customer is reading our correspondence.Our agents cancel orders every day, and without a phone number to address this specific situation, I am unable to understand where things went wrong My suspicion is that perhaps this customer tried to cancel only moments after placing the order and the agent was unable to help the because there is a delay in orders coming through the website to our software at customer service.My husband and I run this business together with the objective of helping people sleep better and making people happy is our goal It's always disappointing to hear from someone who has not had a good experience at ZQuiet, and I offer my sincere apologies Sincerely,*** ***, President & Co-Founder

I called the customer as soon as the complaint came in and explained that when ordering through our phone system, it takes a period of 12-hours to translate the information to our order software, which is why our customer service agent wasn't able to see the order right away (Orders placed
on the web are visible within minutes) I also explained that the full price of the product is disclosed at the very beginning of the phone ordering system, so perhaps he missed hearing it We disclose all of the details of our day trial, including the full cost of the device, during the ordering process and on the order confirmation email, shipping confirmation email and the packing slip.I assured the customer that his order would be cancelled and provided him with my direct phone line if he has any other problems or concerns I did not hear back from him, so I assume his order was cancelled and that his credit card was properly credited.Kind Regards,*** ***President, ZQuiet

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Thank you for handling this situtation in a fast manner I will zquiet luck on there product
Regards,
*** ***