Rem Sleep Solutions

We called the customer multiple times today and her phone continues to go to voicemailYesterday she hung up on us in mid conversation The customer has not paid for the mattress/adjustable base that she receivedWe refused to deliver the mattress until the customer paid for
the mattress and adjustable baseThe customer refused to pay until delivery was madeWe repeatedly told the customer this was against our policy and that she must pay prior to deliveryThe customer continued to fight us about thisAs a one time courtesy, we delivered the product without receiving paymentThe customer called less than an hour after delivery saying she was dizzy on the bed and wanted to return itWe offered to replace the mattress if she was not comfortable but she needed to sleep on it to at least try it outShe didn't even sleep on the mattress and was asking for a return...on a product that she did not pay forAt this time we are seeking payment for the product that she promised she would pay for after delivery which did not happen

We contacted *** and sent out a replacement mattress at no expense to herThis past week we received an additional call asking for a refund and explained to her that was not part of the contract and offered several options but she hung up the phone on usWe called back hoping that it was a
disconnected call and again reiterated the options the we would like to offer but apparently *** has decided to go to the Revdex.com vs contacting usPlease have the customer contact us so that we can continue to assist in helping her with a better night's sleep

Hi ***...you are absolutely correct in this situationThe only thing we need is your credit card numberIt appears as though *** 'swiped' your card so we do not have a record of thatI will call you tomorrow (Friday ) to correct thisSorry for the delay but this will absolutely be
rectified! Thank you, *** Cell (*** *** ***) pls feel free to call me directly
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We previously spoke to the customer informing him that since we no longer carry the exact model we were upgrading him to the new lineWe sent out a new one piece mattress to the customer and at that time he contacted us indicating that he was not satisfied with that mattressWe offered a refund on the costs associated with the replacement mattress that he paid We sent an email in writing detailing this and at that time he indicated that he thought he was getting a refund on the original purchase which was not the situationHe then indicated he would be contacting the Revdex.com for resolution and this is where we are at today as a replacement has been sent from the original purchase in year The customer is not satisfied with that replacement

We have offered to refund the customer the cost of the replacement mattress. In no part of our discussion did we offer a refund of the complete sleep system that was originally purchased in If there was a miscommunication on our end we would like to clarify that the customer can keep the replacement mattress at no cost and we will refund the charges associated with the amount charged as a courtesy for that replacement mattressThe customer may keep the replacement at no chargeThe original order was a split mattress...as a courtesy we sent a one piece mattressWe will refund the shipping costs associated with this purchase

We have sent two replacement foundations to the customerIt currently is with the *** shipping company in Toronto and we are awaiting final delivery notification. *** our customer service manager will contact *** tomorrow to update us on setting an appointment with the customer. Thank you, ***

We will send someone to the location to measure to see if there is more than a 1" indentationIf there is we will offer to replace the mattress FOB Placentia CA....delivery and setup would be $or the customer is welcome to pick it up at our placentia location

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I called and left Rem Solutions a voice mail not understanding the $balance that they are referring tooI do not want another replacementI want my account credited and they can come pick up their productI have talked to *** several times and voiced my concernsShe was very pleasant and apologized that we are so uncomfortableI'm just upset that we didn't go with Sleepy insteadI should be able to get a credit especially since we never received what we tested at the home showThe sales person never explained that All Sales were FinalWe mad a $dollar purchase that I thought would change our lives but instead my husband is sleeping on the recliner and I'm at times sleeping on the couchWe are a married couple who had not sleep together since the delivery of the rem Solution bedThe Bottom line is that I didn't receive what I tested and thought that I ordered so it doesn't matter if "all
sales are final" - I didn't receive what I paid for

Our customer service manager will be contacting this customer today to further discuss a resolution

Our customer service manager contacted *** today in an effort to resolve these outstanding issues documented in her complaint to the Revdex.comWe will replace the bed that is not functioning with the adjustable base at this time or offer a refund back on the cost of the furniture if
we cannot meet the customer's satisfaction on the furniture*** our manager will be in contact with the customer again on Thursday March 12th to further discuss a resolutions

Our written contract is very simple and very clear that indicates all sales are finalWe do offer a comfort exchange policy and perhaps there was some confusion regarding thisYes you can return the mattress for an exchange in the first days if you are not comfortable with the mattressWe can
certainly reach out to this customer to see if we can get her sleeping better

The customer is supposed to return the product for repairWe do not offer refunds for this purchaseCustomer assumed by returning the item they can get a refund that is not the caseThe item can be repaired but not returned for a refund

We have been in contact with this customer and she has confirmed that she has received her refundShe is not sure where this complaint came from but she has confirmed that she is satisfied
Thank you,
*** ***
President
REM Sleep Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have tried to get a hold of the REM president as they requested in their message but haven't been able to get trough and the message on his voicemail is that the voicemail box is fullMy phone number has changed due to a new jobThe new one is ***I am open to the company replacing the mattress as per their warranty however after all the hassle of the original delivery and sfailure (which we paid for), the failed promise of rectifying that solution by providing a set of high end sheets, the failure of the mattress to remain as firm and comfortable as guaranteed, the repeated inability to get a hold of them for long periods of time when first, second, and third contacts were made, I do not feel that I should have to pay for the shipping of the new mattressI would like them to replace the mattress, ship it to me at their expense and ideally, provide the sheet set they promised me
Regards,
*** ***

Please have the customer contact us at the main office at *** *** ***Before we can complete any further action the customer does need to pay for the product in fullThe remaining balance is $We would be glad to send out another replacement custom made to help improve the customer'sleepOur customer service manager is *** and she has been kept aware of the situation and will be awaiting the customer's callWe did attempt to call the customer previously but have not heard back at this time to the main officeWe are open am to pm Pacific Time Monday through FridayThank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First I did not hang up, my phone died and I was not in a hurry to reconnectI have not yet received the comfort that we tested at the Home ShowI was informed that we needed to pay $and they could send out another softer mattressThis has become overwhelming and mean while we are suffering until they get it rightI was informed of this being a final sale not at the home show but on the phone but they haven't even gotten it right to be a final sale and its not what we picked out for it to be a final saleI just want the company to come get their product and refund my credit account
Regards,
*** ***

We do log our incoming calls and do not see thisPlease call me directly at *** *** *** so that we can move forward on this. Thank you,
*** ***PresidentREM Sleep Solutions

To Revdex.com RepresentativesI wish to thank you for your assistance. After a delivery issue, I have finally obtained the two foundation mattresses. The queen did arrive soiled in two areas but I was able to clean them up. I really appreciate everything you did on my behalf. Thank you so very much.*** ***

We have spoken at length with this customer and we are going to replace the entire bed at no cost to this customer Thank you, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my
complaint. For your reference, details of the offer I reviewed appear below
Date: November 3,
I received a call from *** (Pres of REM Solutions) at the 6:00pm
Friday, Oct 30, saying he had alternatives.
I called him back today, Monday, Nov 2.
He claimed to have foam from Europe or pads that would make the bed
cooler. I told him that he had an
opportunity to assist me when I originally called on Oct (as documented in
the complaint) but had not done so (yelling at me, coming up with ridiculous
excuses for why the bed runs hot and then never returning the call, as
promised, to remedy the issue). I told
him, at this point, I was not interested in trying new foam beds nor cooling
pads as I was told when I bought the bed that they had solved the heat issue
and this was not true. I also told him
that, from the way he treated me, it was clear that I was not the first customer
to complain. And that, even when I told
him I would have to take the issue to the Revdex.com, he never called back (meaning
that he wasn’t even prepared to protect the reputation of his company). And that the only reason he was calling now
was because of the complaint ,not to service me as a customer (as evidenced by his responding to the Revdex.com in a matter of minutes but waiting till 6:00pm that night to leave me a message). I told him that the only solution I was
interested in was a refund of my money.
I also told him that I filed the issue with the company within the
day trial period and that the issue was something that I had spoken to the
sales person about before buying the bed and he, the sales person, told me the REM had solved the
heat issue with their foam mattress. As
such, the bed was sold to me under pretenses
*** (President of REM) told me that their contract states
there is no refund. I told him that his
sales person told me I had days to try out the bed and I could return it if
there was any problem (specifically related to the heat issue as that is what I
was concerned about). I have witnesses
to validate what the sales person told me about the day trial and return. I feel as if this company, REM Solutions, is
trying to rip off customers by making promises in order to make the sale and then not
honoring those promises when there is an issue.
And there is definitely no customer service, starting from the President
on down. I am willing to go to the press
about this issue as the dollar value is not insignificant and, from the way the
President spoke to me, I am confident I am not the only dissatisfied customer
of this company
Regards,
*** ***