for those that remember I got a SleepEZ 13000 and hated it…just couldn’t get comfy. Posted here and got help; called to return before the 90 days and they gave me an ‘extension’ because they really wanted me to be happy and wanted to send new layers to try…I explained I would be traveling for about 3 weeks and wouldn’t be able to try new set up out much, no problem. I should have at least received written notice of extension with a date. I didn’t.
Every night when I went to bed I thought this bed is so soft and comfy [it really feels nice] maybe tonight I’ll sleep…but every morning by 4 or 5 I would wake up uncomfortable [mostly lower back] and toss and turn and finally give up and say I hate this thing. LOL.
When I called to return it after trying many options and still not sleeping, I was told sorry. After some phone tag for about a week, I emailed my saga and offered to pay something just so I could sleep…and we then played phone tag again…
I finally talked to Jeremy again and Shawn said I could return the bed but I had to pay a bit to do so…fine by me.
Frankly I just want to sleep through the night…I couldn’t imagine trying to live with this bed.
Off to find a mattress so I can finally sleep…
I wanted to give an update in case anyone wondered…
i editied this post to delete the amount paid because as Phoenix said it’s case by case, I just wanted to post the update to my saga. Thanks.
I’m sorry to hear that things didn’t work out for you as well but I’m glad to see that they made an exception and you were able to return the mattress even though there are extra costs involved.
I normally call a member manufacturer in situations like this so that I can find out all the circumstances that are involved and I understand that when you talked with Jeremy you were aware that you had gone past the extension and that you were grateful that they were able to make an exception in your case and allowed you to return the mattress so perhaps your husband wasn’t aware that the extension was for a month.
Sometimes situations like these puts a manufacturer between a “rock and a hard place” because when they make exceptions to their policies and the exceptions are posted publicly then it “de facto” becomes a new policy in terms of customer perception and other customers then expect to receive the same exception which of course isn’t possible. In many cases this can lead to hard feelings when a customer doesn’t understand that exceptions are only exceptions and not something that would apply to other customers. In one case Shawn told me about an unusual situation where he gave something to a customer and thought he was being helpful but when they posted about it publicly they had calls for over a year from customers that wanted the same thing being disappointed when it wasn’t possible. It probably ended up costing them sales from customers who would otherwise have purchased except for their disappointment that they wouldn’t receive the same “benefit”.
I thought that they were being fair with what they offered you and it’s certainly a better option than not being able to return the mattress at all which would be the normal policy after the extension expired but Shawn (the owner) can be somewhat of a “soft touch” sometimes. He had just returned after being away for some time with his daughter and after my call he talked with Jeremy and I understand that they were going to contact you (which I believe they now have) and suggest that you just pay for the return shipping and no restocking fee which would save you a few hundred dollars. I didn’t reply to your post right away because I was hoping that you would connect with them first and then post the results of your conversation on the forum to bring us up to date.
Of course since this is also “public” on the forum there is also a real risk that someone else may also believe that their circumstances are similar enough to yours that they should also be entitled to the same exception and may be disappointed or even become angry when it’s not possible but they said that they were willing to take the risk and hope that it doesn’t lead to other customers having hard feelings if they say no to similar requests in the future.
While it would have been great if you could have provided a little more detailed information in your other posts that may have “pointed to” some other options that may have worked out for you … I also understand that sometimes it’s easier or less frustrating to start out all over again when so many things you’ve tried already haven’t seemed to work and the thought of more “detective work” or making more changes can be discouraging. I also hope that you find a mattress that works out better for you the next time.
Of course you are always welcome to post any comments or questions you may have along the way as you look for a new replacement mattress as well.
I didn’t think I was being unfair to them. I posted that I knew I was over my 90 days and explained the circumstances. I appreciated they would take it back. We played lots of phone tag for 2 weeks which was a bit frustrating for both parties. I just wanted to give my experience. I appreciated the help trying to make it work from both SleepEz and this forum.
I wanted to note that I should have gotten a new deadline once we agreed to an extension. I think that was an error on my part and therefore I expected them to either deny me or make me pay something. I was relieved to be able to return it for a fee. I was happy to know I didn’t have to sleep on this bed for years to come because we paid for it.
I think it’s important for people to know good and bad. I consider this good overall.
Overall the company had good customer service and care about their clients. That is a good thing. But I did not like the bed and I was given an extension. I had to pay to return it. They were willing to take it back. Those are the facts.
I don’t think you were being “unfair” so much as your initial post was a little harsh and didn’t recognize or acknowledge that they had made an exception to allow you to return the mattress after your extension ran out. It read (or at least I read it) as being more critical and disappointed with SleepEZ than the mattress when they had really gone above and beyond to help you.
I can certainly understand your disappointment with buying a mattress that didn’t work out for you and if I was in the same shoes I would be disappointed as well but I appreciate that you edited your post and the additional comments you made so that it’s clear that your disappointment was with your mattress rather than with SleepEZ.
Thanks for feedback. This is common salesman practice to talk the customer into leaving an item for more weeks and “orally” promising to accept it back after official return terms. Always need to get a written consent. They should not charge you extra for return.
You are not, they tricked you.
I was thinking about buying the mattress from them. Now I need to do more research on them.
I was thinking about buying the mattress from them. Now I need to do more research on them.
thanks again. [/quote]
Your post is completely uniformed and quite frankly ridiculous and has no basis in fact. Even the OP would disagree with you and were happy with the service and the exception they received from SleepEZ. If you are prone to these types of irresponsible postings then I would caution you that they are against the rules of the forum here and this is not a site where members are welcome to post inflammatory comments that have no basis in fact and this is a sure way to lose your posting privileges here. I certainly welcome reasonable commentary or complaints that are factual in their content or based on personal experience but this isn’t a license to post irresponsible information or opinions where you have no knowledge of the circumstances or make allegations that are only about your own beliefs or biases that can harm the reputation of an ethical manufacturer (whether they are a member here or not). There are many other sites where you can post these types of comments where facts don’t make any difference. This isn’t one of them.
This is a moderated forum where fair, balanced, and reasonable comments are “expected” from everyone that posts here which is why I wrote the forum rules. It isn’t a “free for all” where “anything goes”. It is meant to educate and inform the people who come here and is not a site where unfair, unreasonable, or inflammatory comments or “conspiracy theories” that say more about someones “suspicious” nature than about SleepEz (who you don’t know anything about or you wouldn’t have been asking about them) won’t be challenged.
While similar types of comments have been the topic of discussion on many other occasions or in other circumstances with other manufacturers or retailers (some of which are members and some which aren’t) … in this case they were told and were aware of the length of the extension (their “standard” extension is 30 days) and were aware that they went past it which is why they were happy with the exception they received.
Your comment that “they were tricked” is the one that triggered my comments and if you choose to make this type of allegation against a reputable manufacturer (or anyone else) then you need to include some factual information that can substantiate your allegation or innuendo that are specific to that manufacturer. On this site … consumers are held to the same level of responsibility and accountability for what they post as manufacturers or anyone else. Your post would be similar to me publicly disclosing your name and posting that you were connected to a business that was purposely trying to harm a competitor because these types of comments are “what these type of people do” without knowing anything about you or the circumstances behind your post or having any evidence that this was anything more than my uniformed opinion.
Your comment wasn’t factual at all … it was a direct allegation that was only based on an opinion that has nothing to do with any personal experiences you have had with SleepEZ or any facts that would validate what you posted and that not only didn’t take into account the rest of the posts in the topic but also chose to ignore several decades of evidence and the experiences of thousands of people to the contrary (even more than over 3 years of history and feedback on this site). In other words … it was just one more “inflammatory” statement that unfortunately many anonymous posters choose to make on the internet from time to time that has no basis in fact … and which is the reason for my warning to you.
