Plushbeds provided the wrong return packing information and doesn't horner their "free shipping and return" policy.
Hi, my name is ****** ****. My husband, ****** ****, purchased a latex king-size mattress for our 5 years anniversary from Plushbeds.com (order number XXXXXXX, sales price $1,999). We found out that the mattress is too hard for my husband and too soft for me, so I contacted Plushbeds at X-XXX-XXX-XXXX and talked to a customer rep named ******. She agreed to send me two half-king size toppers for $50 plus $99 shipping (total $149), one is harder and the other is softer. She said after I return the original topper, they will refund the $99 shipping cost (their website always advertises "free shipping").
After two weeks when I final received them, I tried to replace the original king size topper on my own (my husband was out of town). The toppers are heavy (around 100 lbs, about my size) and awkward to move. After I finally removed the big mattress and inserted the two small ones to the zippered mattress cover (it has to be exact fit, otherwise it won't close), I found out one of the two new ones was the wrong size. Very frustrated, I took the small ones out and slept on a bed without a topper.
After I reached out to Plushbeds, ****** told me that she didn't know what size of the small mattress they had sent and asked me to "get a ruler" to measure it and call her back; otherwise "nothing I can do". Within the entire conversation, no apologizes, what I heard was "I don't want you to be upset. Listen, I want you to do this..." Aren't the seller/manufactory not supposed to know what size of the product they sold or shipped? With full of frustration, I asked to talk to the customer service manager. Unfortunately ****** IS the manager. After I called multiple times and left a few messages, an Assistant Manager named *** finally called me back.
*** said she will send me a replacement and asked me to pack the original 100-lb topper back to the ORIGINAL box and they will refund me the $99 shipping cost. With no other options, I asked three friends over to help me lift and squeeze the topper to the ORIGINAL box. When I called for pickup, *** said that she "didn't know the original box was for king-size", so I have to either pay for the $99 return shipping, or "find a box meet their free shipping requirements", which is a mini-refrigerator size box and it's IMPOSSIBLE for me to fit in a king without a professional compress machine.
She provided the wrong information, but why the customer becomes victims? Where can I find the "right" box and who can I ask again to help me to take the 100 lbs topper out and where can I find a compress machine to insert a king to a mini-refrigerator size box? I was very upset and questioned *** about her misleading packing information and Plushbeds' false "free shipping & returning" advertisement. Then she said she will arrange a pickup and will refund me the $99 per receipt. However, 5 minutes later she called me back and changed back to her original statement - find a box "meeting their free shipping requirements" or pay for the &99 shipping. I was so frustrated that did not want to discuss with them further. Then a couple of minutes later, *** called again and switched back to her second opinion - arrange a pickup and refund me the $99 after they exam the mattress.
They shift so quickly and are not trustful. Unfortunately I have to say this is the WORST customer service I have ever experienced in my ENTIRE life! I am really tired of calling them for 20+ times, "argue" with their "free shipping and return" policy, and facing these rude customer service people who even didn't apologize for their poor attitude and service! I am now asking for the full refund of the $149 back to my credit card, and hope the management is aware of the issue and Plushbeds can provide more professional customer service.
Thanks for your help & hope this unpleasant experience didn't ruin your day. Please contact me with any questions & look forward to hearing from you!
A full refund of the $149 back to my credit card
Business' Initial Response
Dear Better Business Bureau,
Thank you for bringing this matter to our attention. We pride ourselves on exceptional customer service and were not aware of this customer's discontent until receiving this complaint as this comfort exchange transaction occurred 7 months ago and we were not aware of Mrs. ****'s experience at the time.
In reading the complaint, Mrs. **** was working with *** in our customer service dept, who was in training at the time, however it seems the bigger issue is that our free shipping policy of her original mattress order was taken out of context, leading to a misunderstanding of our comfort exchange policy.
Plushbeds is proud of offer some of the best user experience policies online. To minimize the risk of ordering the wrong mattress firmness, we offer a 100 night comfort exchange policy for a nominal shipping cost. As our website clearly states, here is our comfort exchange policy:
100 Night Comfort Exchange
Ordered the wrong mattress firmness? Not a problem. Simply call one of our mattress specialists at X-XXX-XXX-XXXX and ask for a one-time comfort exchange. For a nominal shipping charge of $45 and a $100 deposit, we'll send you out a new top layer of 100% natural talalay latex (either softer or firmer, depending on your needs).
Simply unzip the cover of your mattress, and exchange the existing top layer with the new one for a perfect night's sleep without the hassle of sending back your whole mattress.
Just put the old latex layer in the box, and send it back to us with the UPS label we provide. Once received, we'll send it out to our 3rd party liquidators and refund your $100 deposit. We don't believe a sale in final until you are sleeping peacefully and happily in the comfort of your new mattress.
To be clear, upon request, we would send out a replacement top layer of 100% natural latex ($400 retail cost) for only a flat $45 round-trip shipping fee + a $100 deposit. Once the customer returns the original top layer of latex, their $100 deposit is refunded back to them.
On January 31st, Mrs. **** called and requested a comfort exchange, however she wanted it split in half with a different firmness on each side. She also expressed she did not want to pay the $45 shipping or $100 deposit for this request. She was told that while there would be no additional fees to customize a different firmness on each side of her bed, she would be required to pay the $45 shipping fee + the $100 deposit as our comfort exchange policy is clearly stated on our website. Mrs. **** proceeded with her comfort exchange and paid $145.00, and a custom order for a new top layer of latex (different firmness on each side) was ordered.
On Friday, February 8th, Mrs. **** called to say she received the new custom top layers (she received 2 different custom pieces of natural latex to accommodate her custom firmness request), but 1 of them was 2" too short. Our customer service manager submitted an order for a replacement to be sent to Mrs. **** at no extra cost.
On March 25th, Mr. **** called to say he needed to return the original comfort layer so he could get his $100 deposit back. Instructions were emailed to him, acknowledging that we would send him a return UPS label once the package was ready to ship, and once the comfort layer was received back to us, his $100 refund would be promptly refunded.
We never received the original comfort layer back, and, as some customers decide to keep both their original layer and their replacement layer ($400 natural latex comfort layer for only a $100 deposit), we assumed this was the case with Mr. and Mrs. ****, until receiving this complaint, now several months later.
We regret that Mrs. **** did not fully understand our comfort exchange policy and was under the assumption that comfort adjustments were completely free, yet we were charging her $145 for shipping costs (when $100 was a refundable deposit).
In looking through her account, we accommodated her comfort exchange per our policy clearly stated on our website. We upgraded this request to customize the firmness of each side of her bed at no additional cost. We immediately sent her a replacement latex layer (additional $200 value) upon her indicating it was 2" short, and we sent complete instructions on returning the original layer, where we would pay the return shipping costs, and refund their $100 deposit once received.
I'm not sure if Mrs. **** was trying to package both the original comfort layer and the shorter replacement in the box, but was disheartened to hear of her frustration while speaking with *** in our customer service center, who based on Mrs. ****'s comments, seemed to be confused, as our goal is to serve our customers until they are satisfied.
Upon receiving this complaint, our customer service manager immediately reached out to Mrs. **** to hear her concerns. Due to the confusion experienced with ***, who was in training at the time of Mrs. ****'s comfort exchange request, and her struggle with packaging her comfort layers, we informed Mrs. **** that she could keep all comfort layers ($600 of natural latex), and we have refunded both her $45 shipping fee and her $100 deposit the same day notification of this issue was received. Additionally, we also sent Mr. and Mrs. **** a set of king size latex pillows for the inconvenience.
We truly value our customers and our customer service team works extremely hard to service their needs and requests. While we regret Mrs. **** did not have a pleasurable experience initially, we hope our response has demonstrated our commitment to satisfying our customers.