Zquiet

Dear Revdex.com,I asked our customer service manager to research this case and she affirmed that our phone wait times have been very short all day They were not able to match Ms*** phone number with any that came through our system Our concern was that perhaps Ms*** has an incorrect
number for our customer service, or there was some kind of problem with her calling us from *** ***, so we called her at the number she provided on her complaint and received a recording that the phone number was not recognized We will try again tomorrow.Ms*** noted in her review of *** that she believes we are a "ghost" company with no real customer service center "making millions of dollars delivery nothing" I can assure her that after six years and hundreds of thousands of sales, this is absolutely not the case I spent 1/day personally training our call center agents last week because we pride ourselves in providing excellent service for a quality product that changes lives and improves health and relationships.This appears to be a simple communication problem that we will certainly resolve and ensure that the product arrives as soon as possible With Kind Regards,*** ***Founder and President, ***

Dear Ms***, I sincerely regret that you feel our advertising wasn’t clear about the full price of *** We offer the $trial to encourage customers to try the product without a substantial up-front purchase. The second (and only) payment of $is disclosed throughout
the checkout process. On the website it is shown on the homepage, during the questionnaire process under “trial program details”, on the order confirmation email, and on the packing slip/invoice that is delivered with the product. Similarly, the full disclosure of the trial specifics are mentioned throughout our call center script. I can assure you that it is certainly not our intention to deceive our customers We are able to offer this buying experience because the satisfaction rate is so high. Once you receive your ***, I hope you find the success that hundreds of thousands of others have by enjoying quiet, peaceful sleep. If for any reason you are not happy with the product, simply let us know within days and we will gladly cancel the second payment. *** ***, Director of Finance and Administration, Sleeping Well, LLC

Dear Mr*** ~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,*** ***, President and Co-Founder, ZQuiet

*** regrets the frustration felt by *** *** and has issued a full refund to his credit card The phone number to return a product is listed in the offer details at the bottom of each website page, in the confirmation email, shipping notification email, and with specific instructions on
the packing slip enclosed with the product *** ***'s observation that there is no FAQ in the customer service section about how to return the product is a good one, and we will add that information to our website within the next week. Sincerely,*** *** *** ***

Mr***,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 ***.Kind Regards,*** ***President, ZQuiet

Ms***, We will issue a full credit today.Please keep the free ZQuiet we sent with our compliments.We are glad to hear that ZQuiet successfully stopped your snoring.You may wish to speak to your dentist regarding a custom device

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 # ***I will appreciate if the business can provide details about my order and ETA My job requires of international communications and calling overseas from ** is never a problem, less so to the *** The number I used to call CS is the one provided in the website, the receipt and I also tried the number registered in the Revdex.com for them, which is not an number I called from my office and my cel phone and I received a fast busy signal, therefore no answer occured therefore no phone call can be recorded The company needs to be aware of the impact caused in us customers when an order is placed and experience what I have in these past days since I placed my orderMany of us are afraid of been taken advantage of when purchasing through the internetAnd if doubt is created we need to act immediatly I needed an answer and through this channel (Revdex.com) I was able to aquire it My number is *** ***
Reasgards,
*** ***

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 # ***Please add your rejection comments below.
After several emails and promises from the President of this company, I still do not show a credit on my credit cardThe customer service is some of the worst I have ever seenThis matter can only be resolved after I receive the credit of I am dueThere has been plenty of time to issue the credit despite the holiday season
Regards,
*** ***

Ms***,I am sorry to hear about your troubles with out customer service departmentI have contacted our lead agent and I have given her the details of your complaintI have authorized her to give you a refund and she will contact you when it is completeFurthermore, I will listen to the
customer service calls and be sure to address this issue with our staff. *** ***Director of Accounting and Administration

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

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]

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

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]

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 statifacation. I belief that a product should last more then 2 months.  I want my money back. they said it is only quanteed for 30 days/  they would sell me one for half price.  I also want my shipping an handling back.  This is a rip-off. Thank 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. Please let Zquiet know I finally got in touch with the rep [redacted] after filing this complaint and she was very helpful. I thank the business for responding quickly to my concerns and for issuing me a refund. As of now I would like to close the this case with the Revdex.com
Regards,
[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 7/14/16 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

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 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 $79.95 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

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 Revdex.com 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.