• Report: #897137
Complaint Review:

Simply Rest

  • Submitted: Wed, June 13, 2012
  • Updated: Fri, October 12, 2012

  • Reported By: JimmyH — Weatherford Texas United States of America
Simply Rest
2010 E University Dr. Tempe, Arizona United States of America

Simply Rest refuses to honor money back guarantee Tempe, Arizona

*UPDATE Employee: Multiple Attempts to Refund

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I purchased the bed and ended up not liking it. They have a 100% money back guarantee, so I called to return it. They gave me a list of instructions to follow, and called UPS for me. They said I would get the refund credited back to my card in about 14 days after receiving the bed back.

They didn't tell me when the bed arrived, I had to call and ask. They again confirmed the refund to be credited back to my card 14 days after the date they received the bed. On the 15th day, I called. They said the card was bad so they sent a check. I should get it in 4-7 business days. It did  not come.

I called and asked for a manager. I was on hold for a significant amount of time. When he got on the phone he said they decided to try my card again and it worked. I should have it in 2 days. An email was sent to me "confirming the refund." The thing had a time stamp on it. Not the email, but the transaction. It was stamped during the time I was on hold.

This means they never tried to do it in the first place, they never intended to send a check, and they decided to try while I was on hold waiting to complain. All of this has taken up 5 months. I was told the refund would be in my account Monday 6/11. It was not. So I called and the manager said there must be a problem at my bank. He asked that I call them and then call him back to let him know what they said.

They said he is an idiot, they don't hold money being put into accounts. I called him back, he said he would look into it and call me back today, Wednesday the 13th. No call of course. I will be taking my situation to court.

This report was posted on Ripoff Report on 06/13/2012 02:57 PM and is a permanent record located here: http://www.ripoffreport.com/reports/simply-rest/tempe-arizona-85281/simply-rest-refuses-to-honor-money-back-guarantee-tempe-arizona-897137. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Multiple Attempts to Refund

AUTHOR: SimplyRest Customer Service - (United States of America)

On 2/09/2012 this customer ordered a 2- Series Air Bed, Queen Size from us. We immediately put the order through and shipped it out via FedEx; tracking #388439815149997.

Soon after delivery the customer contacted stating he was dissatisfied with the mattress. However, per our return policy no mattress can be returned for the first 30 days. This trial period we require because it can take up to 15 days to adjust to a new mattress. This 30 day period ended 3/22/2012.

At that time we began the the return process with the customer per the guarantee in out 90 day sleep trial. The mattress was picked up on April 14th and was confirmed received back as of May 1st. Upon confirmation of the receipt of the mattress the process of issuing a refund began. Refunds take 7-15 business days to issue. This made May 22nd the 15th business day.

We however, were unable to issue a refund due to incorrect credit card info. We therefore contacted the customer on the 22nd to update the information.

One June 8th we attempted to refund the customer, transaction ID ******8131. According to our credit card processing system, Authorize.net. The refund went through properly and its subsequent issues were handled in a timely manner as far as we could see.

However, on June 12th the customer contacted us again stating he had not received his refund as of that day. We immediately contacted authorize.net and found that their had been a transaction error and that the refund had not been process even though a confirmation had been sent.

Given this information it was decided that a check would be sent out in order prevent any further errors. The customer was informed that the check was sent on June 14th, and was told that it would arrive on June 19th per the estimated arrival date provided by Bank of America.

The 14th of June was the last documented communication with the customer. We assumed at that time that the check had been received and that this matter was closed.

Per our records their were multiple issues in properly issuing a refund, however each was dealt in a timely and prompt manner. The refund was successfully issued and received.
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