Sleep E-Z

To whom it may concern,  My name is Jeremy M[redacted], and I am the sales manager for SleepEZ.  I called Revdex.com today and spoke with [redacted] concerning complaint number [redacted], and was advised to email a reply to you directly.  We apologize for the delayed response to this...

complaint, however we did not receive a notification of said complaint when it was initially filed due to the email address in your files for SleepEZ being incorrect.  When last I spoke with a Revdex.com official, I explained that Kristina M[redacted] is no longer with our company, therefore her email address is non-existent.  I then gave Revdex.com my email address as the official address for SleepEZ ([redacted]), and did so again today.  Thank you for taking time to read my response to this complaint.   [redacted] initially called Shawn in late October to get advice on a latex comfort layer for her existing mattress.  She explained that her soft latex layer she purchased from a different company was causing back pain, and asked for Shawn’s advice.  Shawn explained that toppers are used as contour layers only, and the overall feel of any topper depends entirely on what shape your existing mattress is in, as well as the weight of the individual sleeping on the topper.  He explained that at her weight, her current soft topper was much too soft for her.   Based on the information she received from Shawn, [redacted] chose to purchase a medium layer to replace her current soft layer (I have attached a copy of this invoice, which is dated 10/27/15).    She called again in November and spoke with myself to inquire about adding yet more support to her mattress, because it was still a bit too soft.  I recommended a firm layer to place underneath her existing medium layer to add more support.  Based on my recommendation, she decided to purchase a Firm layer, as well as a mattress cover to encase both latex layers purchase from SleepEZ (I have attached a copy of this invoice, which is dated 11/24/16).   I explained to [redacted] that she has 90 days from her purchase date(s) to return her topper(s) if they do not work out (as stated on our website, and I have attached a copy for you to view).    [redacted] was reminded of her option to return her components each time she called during her allotted return period, as per our return policy, and chose not to do so.  As stated above, we have attached copies of both of her purchases, as well as a copy of our return policy, which is available on our website at [redacted].  Please don’t hesitate to email or call my office should you have any questions, or need more information from me.  Again, thank you for taking the time to review my statement concerning this complaint. 

[redacted]SleepEZ[redacted]

I DISH GREEN WITH THE RECOLLECTION OF EVENTS PRO I'D ED BY JEREMY. SHAWN ASSURED ME THAT THE MEDIUM TOPPER, NOT A SOFT ONE, WOULD PRO I DE ME WITH THE COMFORT I WAS SEEKING. IT WAS ABOUT 5 WEEKS AFTER THE PURCHASE THAT THE TOPPER COMPRESSED AND I WAS HITTING THE BED. THAT IS WHEN I DECIDED TO PURCHASE THE FIRM AND ALL AS IN MY STATEMENT. THE MEDIUM TOPPER IS COMPRESSED, PROVIDES NO COMFORT AT ALL AND I DON'T THINKS IT WAS THE BEST CHOICE FOR ME BUT SHAWN ASSURED ME IT WAS AND THAT IT WOULD LAST FIVE YEARS. IT DOES NOT MATTER WHAT THIS TOPPER IS ON TOP OF AS FAR AS IT'S FAILING TO PERFORM IN ANY POSITIVE WAY. I DO NOT BELIEVE THIS ME DRUM TOPPER SHOULD HAVE BEEN RECEIVE DID TO ME CAN SITTING BUT SHAWN INSISTED IT WOULD WORK. I DID NOT KNOW JEREMY WAS LISTENING TO OUR ORIGINAL CONVERSATION. HIS RECOLLECTION OF EVENTS IS INACCURATE. HE DEALS WITH HUNDREDS OF CUSTOMERS...I JUST HAVE TO DEAL WITH HIM. WELL HE WONT RETURN MY CALL AND THERE HAVE BEEN DOZENS OF THOSE. WHY CAN'T THEY ADMIT A MOST AK WAS MADE AS ANY GOOD BUSINESS WOULD DO? I DISPUTE THE ACCURACY OF JEREMY ' STATEMENT. THIS TOPPER IS REALLY A MESSAGE AND NON FUNCTIONAL AND I WOULD THINKS A GOOD BUSINESS WOULD DO SOME THINGS TO CORRECT THE SITUATION.THE TOPPER IS COMPRESSED AND LUMPY...HAS ANYONE CANSIDERED IT MAY BE A FAULTY TOPPER...JUST A SUGGESTION. THERE IS DEFINETLY SOME THINGS WRONG WITH THE PERFORM AND OF THIS TOPPER.

To whom it may concern,  My name is Jeremy M[redacted], and I am the sales manager for SleepEZ.  I called Revdex.com today and spoke with [redacted] concerning complaint number [redacted], and was advised to email a reply to you directly.  We apologize for the delayed response to this...

complaint, however we did not receive a notification of said complaint when it was initially filed due to the email address in your files for SleepEZ being incorrect.  When last I spoke with a Revdex.com official, I explained that Kristina M[redacted] is no longer with our company, therefore her email address is non-existent.  I then gave Revdex.com my email address as the official address for SleepEZ ([redacted]), and did so again today.  Thank you for taking time to read my response to this complaint.   [redacted] initially called Shawn in late October to get advice on a latex comfort layer for her existing mattress.  She explained that her soft latex layer she purchased from a different company was causing back pain, and asked for Shawn’s advice.  Shawn explained that toppers are used as contour layers only, and the overall feel of any topper depends entirely on what shape your existing mattress is in, as well as the weight of the individual sleeping on the topper.  He explained that at her weight, her current soft topper was much too soft for her.   Based on the information she received from Shawn, [redacted] chose to purchase a medium layer to replace her current soft layer (I have attached a copy of this invoice, which is dated 10/27/15).    She called again in November and spoke with myself to inquire about adding yet more support to her mattress, because it was still a bit too soft.  I recommended a firm layer to place underneath her existing medium layer to add more support.  Based on my recommendation, she decided to purchase a Firm layer, as well as a mattress cover to encase both latex layers purchase from SleepEZ (I have attached a copy of this invoice, which is dated 11/24/16).   I explained to [redacted] that she has 90 days from her purchase date(s) to return her topper(s) if they do not work out (as stated on our website, and I have attached a copy for you to view).    [redacted] was reminded of her option to return her components each time she called during her allotted return period, as per our return policy, and chose not to do so.  As stated above, we have attached copies of both of her purchases, as well as a copy of our return policy, which is available on our website at [redacted].  Please don’t hesitate to email or call my office should you have any questions, or need more information from me.  Again, thank you for taking the time to review my statement concerning this complaint. 

[redacted]SleepEZ[redacted]

I have read the original complaint by Mrs. [redacted].  I called her immediately upon reading her complaint to apologize and resolve the issue.  Mrs. [redacted] purchased a latex mattress from our company on December 5th, 2013.     During our phone conversation today,...

 Mrs. [redacted] informed me of the problem she is having with her mattress, and explained to me which of her mattress components are defective.  I then informed her that we will replace her defective layers, and ship them to her today.

Fantastic customer service. Everyone we spoke to today went above and beyond to ensure our questions were answered and out order placed correctly. Thanks

Review: I purchased an all natural Select Sleep Organic King 10,000 Latex Mattress on December 5, 2013. In the late fall of 2014 the latex bed started sagging on both sides. In January of 2015 I contacted the salesman ([redacted]) and explained that we are now experiencing back pain from the sagging. [redacted] advised that the latex was defective and we would have to identify which pieces that needed replacement. I was instructed to remove all six latex pieces and lay them on the floor individually. Take individual photos and feel for any differences of the latex edges and centers to identify the defective pieces. We used a level to provide the manufacturer with obvious sagging imperfections. Once we had the photos I was instructed to send them to [redacted] at [redacted] and to also call him. I called [redacted] and sent the photos on January 15th. I spoke to [redacted] as [redacted] was on another call and could not speak to me. [redacted] confirmed that she did receive my email with all of the photos attached. She then explained to me that they would replace one layer at a time and that she would have [redacted] call me back. I called again the following week and spoke to [redacted]. Again [redacted] was on the phone and could not take my call. I called again and [redacted] was not available. Sleep EZ was recommended to me by the Mattress Underground as a reputable organization with high regards to customer service. I find this statement to be misleading and will report my experiences.Desired Settlement: There are three latex pieces that are defective that I would like replaced with new latex.

Business

Response:

I have read the original complaint by Mrs. [redacted]. I called her immediately upon reading her complaint to apologize and resolve the issue. Mrs. [redacted] purchased a latex mattress from our company on December 5th, 2013. During our phone conversation today, Mrs. [redacted] informed me of the problem she is having with her mattress, and explained to me which of her mattress components are defective. I then informed her that we will replace her defective layers, and ship them to her today.