OSO Sleep Customer Service

Mattress Talk General Mattresses Questions
1

I just thought I would share my experience with OSO customer service I had today.
I’ve been considering ordering an OSO mattress for a while now. I’ve been on the fence for months. I was on their site about a week ago and while I was there a box popped up saying for me to enter my email and I would get a promo code emailed to me.

So I did and I immediately received an email with two promo codes. One was for $150 off any mattress size plus two free pillows. The other code was for $200 off any mattress size. Well this offer was enough to tip my scale and order one of their mattresses. So I went to their site about a week after the email was sent. When I began the checkout process and entered the code for the $200 off it didn’t work. I tried all forms of caps and such and still nothing. So I tried the code for the free two pillows and $150 off. No dice. Neither code worked. I thought maybe the code was only good for one day or something. I figured I would contact them directly to ask because I was very interested. They had been on the top of my list for a while now.

I sent a message via their facebook page since their chat option on their website didn’t work after clicking on. I received a fairly quick response after letting them know my email promo code didn’t work. Good sign I thought. They told me to try it in all caps, which I did. Still didn’t work. After some further checking, the person told me the code may have expired, but they would check real quick to find out.

They replied with an answer pretty quickly telling me the promo code I received actually expired LAST summer. They said they hadn’t sent any emails with that promo code out since last summer. Well I beg to differ because you just sent it to me last week. I didn’t say it that way to them. I simply responded that I have a screenshot of the email with the date, time and everything and sent it to them. Mon, Apr 10, 2017 at 1:09 PM

I received another response telling me they “never” sent out any emails like the one I received and they didn’t know what to make of it. Well again, I beg to differ. You just sent it to me last week. They said the only promo code they had going on was the main one listed on their homepage for everyone which was just $50 off. And since they charge tax on their mattress and they basically sent me a promo code then acted like I was crazy for receiving it and pulled the offer, I responded that I probably wouldn’t be purchasing a mattresses with just the $50 off. They simply didn’t care. Their response “We understand, take care!”

My opinion of this company has dropped tremendously. I appreciate the quick response through Facebook, but this company which main company is “Reverie” is apparently treating it’s OSO branch like a second rate company.

They have a chat option on their main website, but it apparently has been disabled. They didn’t even put in enough effort to remove the option off the page. They made it sound like I was crazy for getting this email which they sent me and for which I provided proof. I would provide more proof if necessary. So I pretty much felt insulted. I mean I’m making a pretty big leap of faith buying an expensive product without even laying one finger on it. So the entire process is dependent on how well the company is at backing up their product and their return policy.

Even if this was some time of computer error on their part, they never acknowledged it could be. They didn’t even try to reach out with an offer or apology. They did apologize for the trouble, but that was before they said they “never” sent an email out. Then when I told them I probably wouldn’t be purchasing a mattress from then, they cared so much I got a four-word response of “We understand, take care!”

I’ve never seen a company treat a potential customer this way before. I’m used to companies trying to get business and appreciative of their customers. A lot of companies would have be been like “Oh my goodness, well it must have been some type of glitch in the system, we apologize for that. We know there is a lot of competition out there so we appreciate you wanting to purchase our great mattress. We can’t give you the $200 offer to you and we are sorry about that, but we want your business so how about $100 off, we can make that work?” Something like that. Something to let me know they weren’t giving me a bait & switch, something to let me know they want business and they care about selling their product. Or hey sorry the system did that too you.

I didn’t get anything. I got a big ol’serving of BUPKIS.

A too bad, so sad, see ya later.

Maybe I’m being a little petty, but when I am getting ready to spend a big chunk of change with a company especially on an item I haven’t actually touched yet relying on the faith of their return policy, one thing I do expect is good customer service and a company that cares…not “Take care.”

I plan on posting my experience to Reddit and other mattress review sites, facebook, twitter and anywhere just so other people will know. Maybe it’s no big deal. Maybe they are a great company maybe my experience was an outlier. But I am going to share it everywhere.

Back to the drawing board.

2

Killowatt,

As a fellow consumer in the market I have to 100% agree with you about the importance of customer service and I must say I don’t believe you are overreacting at all. Customer service representatives in general are the face of an organization and the part you will have to deal with in the unfortunate event that you have a problem with one of their products. Based on your initial contact I would say its not a great start and would have me searching for another company. I had a similar situation earlier this week with a company and it turned me completely off to them and cost them an over 3K$ sale. Good luck to you moving forward and not sure if you are considering Nest bedding at all or anything that they have to offer but I’ve had a wonderful experience with them thus far and plan on ordering today.

3

Thanks for your response. Glad I’m not the only one that feels this way. I went back and read the Facebook messages again just a few minutes ago and the point after I sent them proof of the email and their response just makes me more and more angry. I probably shouldn’t have been quite as nice and let them know they were out of line and pissed me off.

You are exactly right about customer service as well.

Every option is on the table now. I have looked at Nest bedding before. I will take another look, but due to my size I have more limited options than some. Thanks for sharing your experience with Nest. It’s important to hear other people’s real-life experience with an online company.

4

Hi killowatt59,

I’m sorry you had a bad experience with your conversations with OSO. :frowning: I know that can be frustrating. I’d like to ask a few questions and add a few comments to what you already provided, as I wasn’t a party to your emails with OSO.

Do you know what page you were on where you said that promo code popped up? Were you browsing on their site directly or on an affiliate site? I’ve been trying to get that to happen on their site all I’m able to find is the invitation for their newsletter and their $50 promo.

Were there any expirations listed on the promos that you said you received? I did find where there was a Black Friday special quite some time ago, but that’s all. Was this email from OSO directly? Or from Reverie?

Yes, they had removed their chat option a few months ago, but it is still showing up on a few pages that they’ve missed. This was mentioned on the forum a few weeks ago and I notified them of this, but I see it is still showing up on their checkout page.

I’m not sure why they charge sales tax has anything to do with your issue, as they may be required to do this because they have a physical presence in your state. If you did indeed mistakenly receive an offer that had been valid at one time (it seems that you say you received two replies from OSO, one stating that it was an expired offer and then another reply stating that they didn’t send out such an offer), it wouldn’t be an offer that was pulled, but instead an offer sent to you by mistake, which of course can be frustrating as you would have been all set to place your order expecting this discount. Did you take the time to phone them and speak with someone in person about your concerns and get any help in that manner and see if you could get a better resolution that via emails?

I wouldn’t agree that an expired coupon and a missed chat button on a web site quite meets the level of being treated like a “second rate company”, but that’s of course your opinion to have.

I don’t think that anyone is questioning your sanity (and I’m certainly not). If you provided them with a copy of the email and they considered it either erroneous, expired or something else, it really comes down to the offer you say you received not being valid.

What other proof could you provide, and if so, why didn’t you give it to them when you were discussing things with them? Or were you already convinced at that point that coupon was erroneous or invalid?

I completely agree and it’s completely understandable that the customer service you get impacts how you feel about doing business with a company, even though through email exchanges I know it is difficult to get complete responses and infer the tone, especially when those replies aren’t providing you with the accommodations you’re desiring.

However, where I personally part ways here is with you taking what was most likely a mistake and turning it into something personal (I wouldn’t say that you’re necessarily being “petty”), and then making it a point to recruit an army to your side through posting your experience on as many online sites as possible. I personally would view that as a disproportionate response to what was most likely a mistake, and it seems to be more of a “I’ll get my pound of flesh because I feel that I’ve been slighted” reaction. But of course that’s certainly your prerogative to do so. At the very least you could warn people if they receive an erroneous email about this discount and caution them that there may be a computer glitch or error happening.

Even though I’m not of a like mind regarding your planned online response salvo, I sincerely appreciate you taking the time to post your comments and I’m going to make OSO/Reverie is aware of them, as I’m sure they would want to know about your experience. And if I’m able to find out anything else for you, I’ll be sure to post back.

Thanks again for chronicling your experience.

Phoenix

5

I know you back this company and you have to defend it. And that’s fine. I’m just letting everyone know my experience with them. The fact they seem to have a Mickey Mouse operation. They don’t seem to really care. They don’t seem to really be after your business. And if they are that way prior to the purchase, I can only imagine how they will be after they already have my money.

I don’t know what “army” you are talking about. Nothing is going to happen. OSO doesn’t care, so nothing is going to be done about it. And I don’t expect them too. But when spending a lot of money on blind faith, I think it is helpful to people to read other people’s real experience with companies.

6

Do you know what page you were on where you said that promo code popped up? Were you browsing on their site directly or on an affiliate site? I’ve been trying to get that to happen on their site all I’m able to find is the invitation for their newsletter and their $50 promo.

Yes, I was on their webpage. A box popped up asking me to enter my email for a promo code to be emailed to me

Were there any expirations listed on the promos that you said you received? I did find where there was a Black Friday special quite some time ago, but that’s all. Was this email from OSO directly? Or from Reverie?

The email was from [email protected] sent April 10, 2017 1:09 pm. There is an expiration date written very small at the bottom. I didn’t notice this until after the fact. But why would they send me a promo code with an expired expiration date?

I’m not sure why they charge sales tax has anything to do with your issue, as they may be required to do this because they have a physical presence in your state. If you did indeed mistakenly receive an offer that had been valid at one time (it seems that you say you received two replies from OSO, one stating that it was an expired offer and then another reply stating that they didn’t send out such an offer), it wouldn’t be an offer that was pulled, but instead an offer sent to you by mistake, which of course can be frustrating as you would have been all set to place your order expecting this discount. Did you take the time to phone them and speak with someone in person about your concerns and get any help in that manner and see if you could get a better resolution that via emails?

Well many companies don’t charge sales tax for online purchases. To my knowledge there is nothing listing a physical place in my state, but that could be the case I guess. It doesn’t really have anything to do with the issue other than it makes the mattress more expensive compared to others who don’t charge sales tax. That’s all I was saying. I have not phoned them. I thought about it, but I talked to a person on their chat who tried to help, but once I showed the picture of the email either thought I was lying (pretty much implied that much) or didn’t care. Didn’t even acknowledge they could have sent it or it was a mistake.

I wouldn’t agree that an expired coupon and a missed chat button on a web site quite meets the level of being treated like a “second rate company”, but that’s of course your opinion to have.

See this reinforces the fact that they treat the OSO part of their company as a back burner or second rate. They’ve told a long time ago that the chat function option is still on the website, yet they haven’t taken it down. They have apparent glitches in their system which they refuse to acknowledge or fix, so it could happen to somebody else.

[color=black] I don’t think that anyone is questioning your sanity (and I’m certainly not). If you provided them with a copy of the email and they considered it either erroneous, expired or something else, it really comes down to the offer you say you received not being valid.

What other proof could you provide, and if so, why didn’t you give it to them when you were discussing things with them? Or were you already convinced at that point that coupon was erroneous or invalid?[/color]

They never even asked. They basically thought I was nuts or making it up. I could have forwarded them the email THEY sent me directly instead of a screenshot, but they didn’t care.

[color=black]I completely agree and it’s completely understandable that the customer service you get impacts how you feel about doing business with a company, even though through email exchanges I know it is difficult to get complete responses and infer the tone, especially when those replies aren’t providing you with the accommodations you’re desiring.

However, where I personally part ways here is with you taking what was most likely a mistake and turning it into something personal (I wouldn’t say that you’re necessarily being “petty”), and then making it a point to recruit an army to your side through posting your experience on as many online sites as possible. I personally would view that as a disproportionate response to what was most likely a mistake, and it seems to be more of a “I’ll get my pound of flesh because I feel that I’ve been slighted” reaction. But of course that’s certainly your prerogative to do so. At the very least you could warn people if they receive an erroneous email about this discount and caution them that there may be a computer glitch or error happening.

Even though I’m not of a like mind regarding your planned online response salvo, I sincerely appreciate you taking the time to post your comments and I’m going to make OSO/Reverie is aware of them, as I’m sure they would want to know about your experience. And if I’m able to find out anything else for you, I’ll be sure to post back.

Thanks again for chronicling your experience.[/color]

[color=blue][b]Well I know this is a company you back and you have to do your best to defend them and that’s fine. But this company is has glitches in their system, they refused to admit or fix that caused them to renig an offer sent to me. Or this is some type of bait & switch. It could be either. But the way they treated me when I brought this to their attention and even showed them proof is unacceptable to me.
It made me lose respect for this company. When buying a product unseen and untouched there is a blind faith consumers put into a company. And if this is the way they handle customers prior to a purchase, I would hate to see how they handle things after they already have my money.

Will they have another glitch when I need to make a return? Will they tell me they “never” received my documentation for a return? Will just blow me off until the trial period is expired? Customer service is everything when using blind faith to make an expensive purchase. And I am going to tell people about my experience. Period. People should know. I sure the heck want to know what real consumer’s experience with companies are.

I don’t know what army you are talking about. Or what exactly you expect to happen. I am simply sharing my experience. OSO isn’t gong to do anything. They don’t care. They apparently don’t need business that bad. And I don’t expect them to do anything. It’s fine. There are so many companies out to choose from.[/b][/color]

7

Hi killowatt59,

Thanks for the information your provided.

I was curious if you remembered the exact web page, as I was attempting to recreate what you said happened to you. I understand if you don’t remember the exact page, but you said you were on their actual web site, which helps.

That is definitely their marketing email, so it’s curious that this was sent out to you. I’m hoping there weren’t others sent out the same email by mistake.

Understood. If they have a physical presence in your state, online companies are required to collect sales tax.

You’re correct, all of those chat buttons should be removed, as the chat has been discontinued for some time. The one I reported to them on the FAQ page is still there, and then I discovered one on the checkout as well.

Why not forward it to [email protected]? If there is a reoccurring glitch in their system and this is happening to other people at least you would be helping those people not get incorrect emails.

While they are a member of this site, that is not my job at all to defend them, and if you’ve been a member here for a while and spent some time on the forum you’ll see that this is not at all the case of what goes on here (you can refer back to Select Foam as an example). I’m more interested in finding out the details of your situation and seeing if I can find a solution and make something constructive out of your situation, in case there is a glitch in their marketing to keep others from being misinformed, regardless of whether or not they are a site member. I understand your frustration, which is why I am attempting to find out all of the facts for you and anyone else perusing this thread. While there are certainly a few problems here that need correcting, and I don’t think that mistakes are ever a good thing, “honest” mistakes are part of human nature and will always happen. The circumstances behind a mistake, and what happens after a mistake is made, are both more important to me than the mistake itself. Perfection is an ideal to be worked towards, not a realistic expectation or a standard that can be used to judge the quality or integrity of any business.

Sending out an expired coupon offer is definitely a “glitch”, but if an offer is sent to you in error from any company it’s not a renege or “bait and switch”, but a mistake. But I also agree it would be nice if they would have offered something else to make up for the error.

Totally understandable. I’ll continue to see if I can find out any more information about this and I’ll post back if I find out anything else.

Phoenix

8

Hi, I’m another potential customer that can confirm this is indeed an issue and can tell you how to reproduce a similar “error”. If you go to their website and click on “blog” at the bottom of the page. Then scroll down and click on the blog entitled “Six reasons you didn’t sleep last night”. Scroll down again to the bottom of that page and you’ll see a button that says, “I want to save $100”. Click on that and it will prompt you to enter an email address.

I did the above last week and they emailed me a code. Today, I tried to place an order with this code and I got an invalid code message. I do not see an expiration date on this code anywhere in the email. In fact, I did the same thing about three months ago and I got the same exact code, however I hadn’t made up my mind about ordering anything at that time. Now, when I was finally ready to order, I thought perhaps that code may have expired, so I repeated the procedure last week to make sure I have the latest code (which in the end turned out to be the same code). But, as I said, it did not work.

I emailed customer service and I’m also gonna call them tomorrow during business hours. I have a bad feeling that I’m gonna encounter the same response as the OP. Yes, his/her promo discount was a different amount than mine and the way he was prompted for his email to get the promo code was different than mine. But there seems to be a general problem over there. Perhaps these codes have expired and they only have one prom code active – the one on their homepage. But then they need to either update their website or honor the error, which is theirs and not that of the potential customer.

Thanks.
-jack

9

Just to follow up, I posted the text of the email from OSO here, with the promocode blocked out (just in case they don’t want the code to be publicly known):

Your coupon code from OSO (2)
People
OSO [email protected]
To xxxx
Apr 19 at 1:17 AM

Having trouble reading this email? View it in your browser

OSO
SHOP ABOUT REVIEWS FAQ

One step closer to refreshing rest.

OSO

SLEEP WELL

If you’re having trouble sleeping, sometimes the problems are right beneath you. With the OSO mattress, you get a soft and firm option in the same bed to give your body support where it needs it.

With free shipping and 101 nights to decide if it’s right for you, what do you have to lose? Try the OSO mattress today (erm, tonight).

Enter the coupon code below at checkout to save $100.

tag
Your code:
XXXXXXXXXXX

SHOP NOW

Terms and conditions
Free shipping in the contiguous United States. $100 off any size OSO mattress purchased from OSOsleep.com. A mattress recycling fee will be charged for California, Connecticut, and Rhode Island.

www.ososleep.com

No? You gotta go? OK—well, we’ll miss you and your cozy little inbox!
Unsubscribe here.

10

Hi Jack123,

Welcome to the Mattress Forum! :slight_smile:

Thanks for taking the time to post back about the coupon you found. I had gone through their web site trying to find any coupons, but obviously not in the detail that you did. While the coupon isn’t the same as what killowatt59 said they received in the email, I still appreciate you posting this.

I wanted to see if this worked for me, so I went to the page and received my own coupon with a code just as you described. I went into the system to place an order and my code worked (there was no expiration on my email as well). I tried it in all caps and all lower case and it worked each time, so I’m not sure if you and I received the same code or why there would be a discrepancy. The blog post was from last year, about a month before Black Friday, so it would be odd for it to still be active, but nonetheless it is!

I think that your best option is to do what you plan on doing and phone them directly, as you’ll usually get your best and most immediate results that way. I’ve also contacted them with your comments.

I hope that you’ll have a few minutes to post back here with the results of your conversation. Maybe they’ll have some insight into this. Without giving away these codes, was your code a “polite way of telling you to rest”?

Thanks again for sharing!

Phoenix

11

Hi Kilowatt,

We wanted to reach out to you directly to let you know that we’re sorry about the experience you had with us. We’re definitely not in the business of making people feel brushed off and we want to make sure that we can make things right with you.

We did some digging and it looks like there was a very small window of time during which our development site was open as we were revamping our public facing website. It seems like the stars (mis)aligned and brought you to the development site, which is how you ended up being served the mismatched email with the expired offer code.

All of the tech jargon aside, we want to say that we’re honestly sorry for the mix-up and we’d love the opportunity to earn your trust back by not only giving you a $250 discount code but also by treating you to 2 pillows, entirely on us. If you’ve already found yourself another mattress, please know that the offer for the pillows still stands. If you’re interested, please drop us an email at [email protected].

We’ll also be sure to share your feedback with our customer service team so that we can deliver not only speedy responses but more thoughtful ones. Hope to hear from you soon.

The OSO Team

12

Hi Jack123,

Thank you for bringing this to our attention. If it is not too much trouble, could you send me an email at [email protected]? I will personally look into this situation as well and make sure you received the correct discount code.

Thanks.
Dylan

13

Just wanted to post a follow up. After reading the above post, I emailed Dylan and he was quick to respond and provided me with my own custom $100 off code, which did indeed work. I placed an order for a queen mattress and am looking forward to receiving it.

I don’t know what the problem was with the original promo code. Dylan told me the code appeared to be still active on their end, and Phoenix mentioned above that it worked for him. It did not previously work for me however. I entered it in lower case, upper case, and even cut and pasted it. This combined with Kilowatt’s experience led me to believe that there was some kind of problem on their end. At any rate, Dylan told me that their tech support team is looking into it.

In the end, I have to say I’m overall happy with OSO. I can understand that there can be problems or mistakes (whether on the company’s or customer’s end). But ultimately in this case, they were willing to quickly and satisfactorily resolve it. And they also seem willing to resolve Kilowatt’s problems. So I’m willing to give them the benefit of the doubt.

Thank you again Dylan (and Phoenix) for helping to resolve this issue.

14

Hi Jack123,

Thank you for taking the time to reply and let us know how things turned out. That’s great news.

Well, the best news is that you were able to receive your discount. I’m happy that you posted here and we were able to notify OSO and help get this resolved for you. I’m also unsure why the code worked for me and not for you, but at least you helped bring this to the attention of OSO (and potentially others) who may have a similar issue, and they were able to issue you a new code that worked.

I appreciate your mindset and I think that’s a very healthy way to approach issues like this. Companies want to know if there is an issue so that it may be quickly resolved, as they are not in the business of creating distractions or inconvenient obstacles for their consumers – that’s not the best way to do business :cheer: . Too often consumers take errors like this as personal affronts and aren’t interested in a resolution, only a soapbox (just look anywhere online). By bringing an issue like this forward, it allows for a correction of the problem by the company, and also (and most importantly) a resolution to your initial request of getting your coupon.

Thank you for taking the time to post about this and allowing OSO to help out with your question. And I’m looking forward to learning about your opinion of your new mattress once you’ve had a chance to sleep upon it for a while.

Phoenix

15

Hi OSO Sleep,

Thank you for taking the time to reply to these two concerns and provide an explanation for both. I appreciate you monitoring the forum and responding to my requests for information.

Phoenix

16

I want to thank DYLAN from OSO Sleep for reaching out to me. I really do appreciate them taking the time to do so. It does show they care. And that’s an important trait for a company. It looks like he found out through this forum so that shows they are motioning for customer feedback.

I haven’t decided if I am going to order their mattress yet, not because I doubt the company, but because I don’t know if the mattress is right for me. I would love to get JACK 123 opinion since he has ordered one.

Once again thanks everyone for the responses and I appreciate OSO reaching out.