ASAP Answering Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Per our terms and conditions on the contract that customer signed, customers are responsible for merchandise fitting in home, buildings, elevators etcWe delivered the wall bed and it would not fit up the stairs, this was the first delivery which customer paid forThe salesperson on his day off came to measure the stairway and assist in having the wall bed disassembled and re- assembled, Company re-delivered the wall bed (free of charge to customer but company paid the delivery service for the 2nd timeThe customer is responsible for the $to have the wall bed disassembled because this is not part of our installation packageSummarizing the deliveries and salesperson returning to measure we feel we went above and beyond our conditions to satisfy the customerAny damages were explained that once installed we would know more of what needed to be repaired or replacedSometimes with wall beds that are heavily glued and screwed some part need to be changed with other partsAny damages will be covered by Sleepworks at no charge to customerPlease see below terms and conditions on invoice that customers must sign in addition to sale productsApartment Buildings, Coops and CondosPlease note that customer is responsible for insuring that pathways are clear, elevators will fit merchandise or stairways will accept deliverySLEEPWORKS is NOT responsible for merchandise that does not fitSleepworks is not responsible for customer pickups in which the merchandise has been tied or secured to customer vehicleCustomer must secure merchandise

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:THE RESPONSE FROM GREG, MANAGER AT SLEEPWORKS IS A TOTAL LIE I "NEVER ACCEPTED A DEFECTIVE MATTRESS" FROM SLEEPWORKS I ASKED FOR A FULL AND COMPLETE REFUND AS JOE THE SALESMAN AT SLEEPWORKS TOLD ME I WOULD GET BY CHECK SINCE I PAID CASH IN THE TOTAL AMOUNT OF $I HAVE HAD REPLACEMENTS AND ALL WERE ''DEFECTIVE" MATTRESSES THEY SHIPPED TO ME I REFUSED ANOTHER MATTRESS BECAUSE EACH 4-MATTRESSES WERE 'DEFECTIVE' AND ASKED FOR A FULL REFUND WHICH THEY REFUSED TO GIVE TO ME In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: In front of witnesses they said I would have to pay the difference and they have given refunds in the pastAlso, since my second visit to their showroom I have not received a single phone call and my emails have gone unanswered for monthsI also stated my medical condition severely limits my driving so getting to their showroom a third time is very difficultThe heat and discomfort of this mattress is unbearableI am now staying at a friend's home so as to avoid sleeping in that horrible mattressAs for the 10minute wait, a nod and a "be right with you" followed by 30+ minutes waiting does not good service make Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The reason the bed was not delivered the first time was because the delivery men refused to do soThey told me they could not possibly deliver a bed so damagedMy feeling was that they just could not be bothered and wanted to take off for the dayWe were told by the manager when he came to our house that there would be no problem bringing it upstairs when in reality there was no way it could be brought up intactThere was no mention of an extra fee which was actually $200, not $AND the man who did do the installation never fixed the original problem, we have had to fix it ourselvesI don't really want anything else from this company but to cause them a fraction of the hassle they have caused us and for them to have a record that will dissuade other customers from shopping thereThey need to know there is a consequence for being as sloppy and mendacious as they have been to us [redacted]

We have offered to refund the mattress and pick it up at the customers convenienceOnce we pick up the "mattress" we will refund the full purchase priceWe regret we could not satisfy the customer but feel refunding for the mattress is fair and extend a 10% off any future purchase for them, friends and family. Greg

Customer called looking for an organic mattress, she said she was allergic to many thingsI directed her to the Naturepedic website for the Chorus mattress which is "certified organic" and she should make her own decision based on the info they provide and customer was informedThere was not a
large choice for the amount she wanted to spend and the Chorus fit her budgetI explained that "certified organic" has no chemicals and no proteins and is hypo allergenic, anti microbial and has no chemical fire rdantsThis was the reason I asked her to do the research on the website which she did and proceeded to purchase the mattress and foundationIf the customer needed a cotton only mattress she should have notified us and we would have been able to accommodate herThis mattress is "Green Guard Certified" which is the absolute highest standard for organic clean mattresses.We offered to send her a Certified Organic Mattress protector made of only Certified non bleached combed cotton and Green Guard certified at no charge.We would also return the mattress (not foundation) should *** *** purchase an all Cotton mattress from us and also be responsible for the shipping return fee.Below is the customers reply email with our terms and conditions which explains our policies which was clear and readable in all emails with customer._*** *** *** ***
*** *** *** **
*** *** ***
* *** *** *** *** ** *** ** *** ** *** *** ** *** * ** *** *** *** *** * *** *** ***
***
*** ** ***
*** *** *** ***
*** ***
*** *** *** ***
*** *** *** ** *** *** **
*** ***
** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** ** ** ** *** *** *** *** *** *** ***
* *** *** *** *** *** ***
***
*** ***
*** ***
***
*** *** ** *** *** *** *** ***
***
***
*** ***
*** *** *** ** *** *** *** *** *** *** ** *** ** *** ** *** ** *** ** *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** ***
*** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** ** *** ***

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 and the matter has been resolved
Sincerely,
*** ***

This has been resolved, we replaced the mattress and customer has accepted. Greg Greg L***General ManagerSleepworks, The Authority in Handmade and Natural Organic mattresses***
***

Per our terms and conditions on the contract that customer signed, customers are responsible for merchandise fitting in home, buildings, elevators etc. We delivered the wall bed and it would not fit up the stairs, this was the first delivery which customer paid for. The salesperson on his day off...

came to measure the stairway and assist in having the wall bed disassembled and re- assembled, Company re-delivered the wall bed (free of charge to customer but company paid the delivery service for the 2nd time. The customer is responsible for the $150 to have the wall bed disassembled because this is not part of our installation package. Summarizing the 2 deliveries and salesperson returning to measure we feel we went above and beyond our normal conditions to satisfy the customer. Any damages were explained that once installed we would know more of what needed to be repaired or replaced. Sometimes with wall beds that are heavily glued and screwed some part need to be changed with other parts. Any damages will be covered by Sleepworks at no charge to customer. Please see below terms and conditions on invoice that customers must sign in addition to sale products. Apartment Buildings, Coops and CondosPlease note that customer is responsible for insuring that pathways are clear, elevators will fit merchandise or stairways will accept delivery. SLEEPWORKS is NOT responsible for merchandise that does not fit. Sleepworks is not responsible for customer pickups in which the merchandise has been tied or secured to customer vehicle. Customer must secure merchandise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The reason the  bed was not delivered the first time was because the delivery men refused to do so. They told me they could not possibly deliver a bed so damaged. My feeling was that they just could not be bothered and wanted to take off for the day. We were told by the manager when he came to our house that there would be no problem bringing it upstairs when in reality there was no way it could be brought up intact. There was no mention of an extra fee which was actually $200, not $150. AND the man who did do the installation never fixed the original problem, we have had to fix it ourselves. I don't really want anything else from this company but to cause them a fraction of the hassle they have caused us and for them to have a record that will dissuade other customers from shopping there. They need to know there is a consequence for being as sloppy and mendacious as they have been to us. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In front of witnesses they said I would have to pay the difference and they have given refunds in the past. Also, since my second visit to their showroom I have not received a single phone call and my emails have gone unanswered for months. I also stated my medical condition severely limits my driving so getting to their showroom a third time is very difficult. The heat and discomfort of this mattress is unbearable. I am now staying at a friend's home so as to avoid sleeping in that horrible mattress. As for the 10minute wait, a nod and a "be right with you" followed by 30+ minutes waiting does not good service make.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:THE RESPONSE FROM GREG, MANAGER AT SLEEPWORKS IS A TOTAL LIE.  I "NEVER ACCEPTED A DEFECTIVE  MATTRESS" FROM SLEEPWORKS.  I ASKED FOR A FULL AND COMPLETE REFUND AS JOE THE SALESMAN AT SLEEPWORKS TOLD ME I WOULD GET BY CHECK SINCE I PAID CASH IN THE TOTAL AMOUNT OF $829.00. I HAVE HAD 4 REPLACEMENTS AND ALL WERE ''DEFECTIVE" MATTRESSES THEY SHIPPED TO ME.  I REFUSED ANOTHER MATTRESS BECAUSE EACH  4-MATTRESSES WERE 'DEFECTIVE' AND ASKED FOR A FULL REFUND WHICH THEY REFUSED TO GIVE TO ME. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the...

mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your ANot all the information Mr. L[redacted], stated is correct, he offer to send me a mattress cover, if I would agree to pay the fee, $129.00, or $200.00.  My response was I purchased a mattress topper, which is thicker than a mattress cover, and it did not stop the burning mattress. The mattress he wanted to sell me was $2,000.00 - $5,000.00, and I explained that my Health Insurance, would not cover the cost,  I am disable, and I am not able to purchase such an expensive mattress and box spring. The mattress was equipped with wool, and I mention to him I was allergic to wool, so he sent me (3) test samples, and once again I stated I had a reaction to the wool. He assured me this was a special order, hand made, organic mattress, and it would not be a problem for me.   He totally ignored my allergy to wool, and I have a Prescription from my Primary Care Physician, Stating I am allergy, to wool.  Mr. L[redacted], needs to accept the fact that the Naturepedic mattress is not 100% organic, it has 16% wool, the 72% cotton is not organic,and the 12% Batting, is not organic as stated. I received the 100% Organic mattress today, and I am very pleased with it.  Please see the attached copy delivery by [redacted] on 06/**/17, The The correct resolution for Sleepworks Mattress, is to close this transaction.Thanks, [redacted]nswer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]