Air Beds Unlimited, LLC Shipping to return an Air Beds Unlimited LLC COSTS UP TO $450 and foundations are non returnable!! Highlands Ranch, Colorado

Customer received a complete refund for a product that was backordered, $69.00

As an employee of Air Beds Unlimited I wanted to pass on two recent developments regarding this "complaint"  First, the Denver/Boulder BBB made following determination to a complaint that was filed by Mr. Swenson.  We quote "The committee determined that since the consumer (Mr. Swenson)requested the return of the bed prior to the minimum 20 night trial period, this complaint will be closed as Out Of BBB Purview due to Buyer's Remorse.  This means it will not be reportable on your Reliability Report."  Secondly, on a complaint that Mr. Swenson filed with the State of Florida.   We quote from Mr. Alan Parkinson, Regulatory Consultant with the Division of Consumer Services "We have reviewed the response (that of Air Beds Unlimited) in the context of the issues set forth in the complaint (Mr. Swenson's) and believe the response to be a satisfactory effort on your behalf to resolve this complaint.  Therefore, I have closed this complaint "CS" which means closed satisfactorily.  We appreciate your efforts and concern with maintaining a good case disposition history on your business.

Our initial response to this customers buyers remorse complaint was to just let our customers read it and they would see that this "customer" really should not have bought the bed in the first place, as he did not have the money.  This is a true example of "BUYERS REMORSE"  Mr. Swenson conveniently leaves out some facts that show that he knew exactly what was expected of him, should he decide to return his air bed, within Air Beds Unlimited's, 30 Night Sleep Trial.  At the same time he makes up his own stories to justify his actions (inflated freight charges, inspection).  He also tries to use someone else's inability to follow the terms of our 30 Night Sleep Trial, to justify his unwillingness to pay for his purchase, after only having his bed for 2 DAYS! 

Let's start at the beginning:  Josh Swenson did indeed call Air Beds Unlimited to order an Air Bed, but not on April 22, 2010 but on April 16, 2010.  At the time of his purchase, our 30 Night Sleep Trial Policy was completely explained to him, as is our tracking/delivery policy, as is our explanation of where to find assembly instructions, explained to all of Air Beds Unlimited customers.  This policy is prominently displayed on every single one of our websites many pages.  A customer cannot buy any product on our website without agreeing to Air Beds Unlimited Privacy Policy/Terms of Service.  The customer then emailed us back on Mon 04/19/10 and he said:

Hi Mike,

I found another dealer who will sell me the same bed @ $2100. This does not include the pillows or mattress topper. So what I would offer to you is to keep the pillows and topper and reduce the price to $2,100. If you agree to this please resend a copy of the order to me corrected with the new price and refund the difference on my card, if you have allready charged it. If you can't meet the price please let me know asap so I can cancel my order and order it from the other dealer. Also, I see that you state your company will beat the price by 10% that would be fine too.

--
Sincerely,

Josh Swenson
904.382.6554

 

He states in his email that he is aware of the minutest of our policies one being our Price Match Policy.  We agreed to the price match and amended Mr. Swensons order confirmation to reflect the discounted sales price.  He was happy because he was in control.

 

On April 30, 2010, Mr. Swenson contacted Air Beds Unlimited and stated that he was not going to be forced to observe the Air Beds Unlimited Bogus minimum 20 Nights use of our products, under the terms of our posted 30 Night Sleep Trial, which he quoted.  He then threatened to contact the BBB if we were to stand by our posted policy.  Mr. Swenson was obviously suffering from a major case of Buyers Remorse.  Incidentally, the BBB rejected Mr. Swensons complaint that he filed with them, after having his bed for 2 days, based in part on their policy that, Buyers Remorse is not a legitimate grounds for a complaint.   Mr. Swenson never said " I explained to Michael that had he been clear up front about his Refund Policy I would never have purchased the bed from him".  From his conversation, there was never any interest on his part to figure out how to make the bed work for him.  There was also no mention in any of Mr. Swensons communications that the bed he received was not as described, damaged or defective in any way.  When we email our customers with the shipment tracking information we close each and every email with the following statement:

 

**A VERY IMPORTANT PS: Sleeping on an Air Bed is a unique experience and is quite different when compared to sleeping on a conventional "Spring" bed.  Most Doctors, Chiropractors and Health Care Professional will tell you that your muscles have attempted to get used to your current "Sleep Surface" and now they may need to be "Retrained" for your New Air Bed.  It is important to give your muscles the time to adjust to your new Air Bed, "Sleep Surface." (We recommend 5-6 nights between firmness adjustments) So, we ask our customers to please immediately communicate any concerns or questions, if any, that they may have, about sleeping on their new Air Bed.  Our sleep consultants have been involved with our Air Bed Technology For Years and can help advise you about how to optimize, your Air Bed, for any of your "Individual" needs.   

This is common sense.  Mr. Swenson did not want the bed to work he just wanted his money back as per his request for a RMA!

As an accommodation to the customer and in the interest to his lack of intent to allow his body to get used to his bed of 2 days, Air Beds Unlimited told the customer that he could request a RMA (Return Merchandise Authorization) according to the posted terms of our 30 Night Sleep Trial and that we would waive the minimum 20 Night part of the policy.  We never said anything about customers defecating their returns but we did say the return must be thoroughly inspected, before a refund could be authorized, which he acknowledges in his RMA request.   According to the terms of our posted 30 Night Sleep Trial, which requires that a customer requests a RMA via email the policy states, and we quote It is the customers responsibility to contact Air Beds Unlimited, VIA EMAIL, for the RMA, On or After the Minimum 20 Night Trial has concluded and before the 30 Night Trial Deadline has Expired.  Again, this way, all parties are aware, in writing, of the requested return, the date of the request and the terms of the RMA. 

On Sat 05/01/10, Mr. Swenson sent Air Beds Unlimited, the following email:

MIchael per our conversation Friday April 30th I am requesting a RMA# to return the Series 8 Emerald bed, and you are waiving the 20 day return policy. I plan to ship the bed in (two seperate boxes and probably two seperate shipments since the second box is lighter and will probably go ground Fed Ex) Fed Ex Freight Monday May 3rd to: 4785 Elati St Unit #2 Denver Co 80216, please confirm this is the correct address for return. Since you discounted the bed set 17% to match usbeds price of $2100, I assume I will be paying $314 for the foundation set, which I have no use for since I will not be buying another airbed. The return of the bed to you is costing me $350 since I don't have an account with Con-Way. Once inspecting the mattress per our conversation you will refund $1783 to my credit card within 14 days, but I would expect it much sooner than 14 days.

 

Regards,

 

 

Josh Swenson

 

In his email he specifically outlines that he will be sending his bed back in 2 shipments.  That the bed was to be shipped to our return warehouse in Denver, Co. (Only found on our 30 Night Trial statement).  He then goes on to state the exact percentage that he expects back after the inspection of the return.  His closing sentence shows his disdain for the time we are allowed to process a return.  Nowhere in his request for a RMA does he mention anything about not being totally familiar with our return policy.  He was the one who brought up the, in his term Bogus 20 Night minimum, before we had a chance to even explain the timeframe. He was happy however because he got his way and he was in control.

 

Air Beds Unlimited then issued Mr. Swenson his RMA, according to the terms outlined/posted on our 30 Night Sleep Trial.  We agreed to issue Mr. Swenson an RMA (Return Merchandise Authorization), prior to the minimum 20 Days of tAir Beds Unlimited 30 Night Sleep Trial.  We did not agree to issue him an RMA immediately. From our policy, which Mr. Swenson got his return information The RMA will be issued within 7 BUSINESS DAYS of Receipt of the Written RMA Request and Returns Must Be Received, at our return warehouse, No Later Than 7 BUSINESS DAYS (weather permitting), after issuance of the RMA. 

 

On May 11, 2010 an RMA was issued (7 Business Days, as per our return policy, after Mr. Swenson's request) by Air Beds Unlimited.   It said: 

 

Good Evening Josh:

As per your written request, we are waiving our normal minimum 20 Night Sleep trial.   Your RMA Number is "RMA #4342 - Air Beds Unlimited"  This complete RMA MUST BE PUT ON ALL RETURN ADDRESS LABELS.  The bed must be returned  and received, in original cartons, with all original packaging, at the return warehouse address below, within 7 Business Days, following receipt of this RMA.  This RMA is only valid for 7 Business Days from the email delivery receipt. We will be requesting a "email read receipt" to verify that you did indeed receive this RMA via email and that you accept the return terms.  You can also return this email acknowledging your agreement to the terms of the RMA.   We also ask that you email Air Beds Unlimited (support@airbedsunlimited.com ) with the tracking information of your returned purchase.  Your original form of purchase will be credited, less the $75.00 return fee, within approximately 14 business days, after the Air Bed is received by us and is thoroughly inspected.  We have included a copy of our published 30 Night Sleep Trial, for your records.   If you have any questions, please don't hesitate in contacting us.

Return Warehouse:

Specialty Sleep Services
4785 Elati St., Unit 2
Denver, CO 80216
Phone: 303 296-0953

top of page

30 Night Sleep Trial:

Choosing a new Sleep System is one of the most important decisions one can make. After all, YOU SPEND 1/3 OF YOUR LIFE IN BED!   When you have the quality of products that Air Beds Unlimited has, we can comfortably and without hesitation, offer our customers a true 30 Night Sleep Trial!  Our 30 Night Sleep Trial is a good faith trial!  This means we will allow our customers to use our air beds for a maximum 30 Nights but we expect the customers to use the beds, in good faith, for the minimum 20 Nights.  If you are expecting our beds to immediately cure chronic physical problems or if you are not willing to give your New Air Bed and Body a minimum of 20 Nights to adjust, may we politely suggest, that you do not buy our Air Beds!

Our 30 Night Sleep Trial/Limited Return Policy is this: 

If after a Minimum of 20 Nights and no more than 30 Nights, the customer is not completely satisfied with their Air Bed Purchase, they may return the Air Bed, at their expense, less a minimal $75.00 return fee, for a refund.  You will not be deducted for the original shipping charges to you!*   

A natural question is, "What is your Air Bed return rate?".   Our return rate is incredibly low, < 1/4 of 1 percent and we realize that there is no such thing as the perfect product for everyone.

Sleeping on an Air Bed is a unique experience and is quite different compared to sleeping on a conventional "Spring" bed.  So, we ask you, our customers, to please communicate, as soon as as the need may arise, any concerns or questions that you may have about sleeping on your new Air Bed. (We recommend a minimum of 5-6 nights between firmness changes).  Our sleep consultants have been involved with our Air Bed Technology for Years and we can help advise you, how to optimize our Air Beds, for any of your "Individual" needs. 

There are NO Sleep studies that show that the body needs an acclimation period of 4-6 weeks, to start feeling the benefits of a new sleep surface.  If the bed is properly adjusted and used correctly, your body will know within 30 Nights!  Why should you have to wait for 60-90+ Days to return a product that does not work for you!  There is no advantage to you, the consumer, to have to wait for an extended period of time, to return a product that is not right for you!

*What is Not Covered Under The 30 Night Sleep Trial/Return Policy? 

Adjustable, "Electric" Bed Frames, Wooden Foundations, Bed Legs, Accessories, Replacement Parts, Special Orders, Mattress Pads/Protectors, Pillows, Linens, Incorrect Orders Placed by the Customer, Directly Thru Our Website, (In order to help minimize order/shipping mistakes, please inspect your emailed Order Confirmation thoroughly and notify us of any mistakes or questions), "Special" Delivery Needs and "White Glove Delivery" Charges are Not Covered Under the 30 Night Sleep Trial and are therefore, NOT RETURNABLE OR REFUNDABLE.   

Order Return Process and Procedures:

AFTER A MINIMUM OF 20 NIGHTS, A CUSTOMER MAY REQUEST A RMA (Return Merchandise Authorization), VIA EMAIL, TO MEMORIALIZE THEIR REQUEST/DESIRE FOR A RETURN OF THEIR AIR BED.  BY REQUIRING THAT All RMA REQUESTS BY THE CUSTOMER and ISSUANCES BY AIR BEDS UNLIMITED, LLC, BE SUBMITTED IN WRITING, THE CUSTOMER AND AIR BEDS UNLIMITED, LLC, ARE BOTH AWARE OF ALL OBLIGATIONS OF BOTH PARTIES, REGARDING THE RETURN AND REFUND OF THE MERCHANDISE. 

No merchandise may be returned, without an RMA.  No RMA'S will be Issued or Considered Prior to the 20 Night Minimum Sleep Trial Period or After the 30 Night Maximum Sleep Trial Period.  It is the customers responsibility to contact Air Beds Unlimited, VIA EMAIL, for the RMA, On or After the Minimum 20 Night Trial has concluded and before the 30 Night Trial Deadline has Expired.  Again,this way, all parties are aware, in writing, of the requested return, the date of the request and the terms of the RMA.  No RMA'S will be issue after the 30 Night period has expired. The RMA will be issued within 7 BUSINESS DAYS of Receipt of the Written RMA Request and Returns Must Be Received, at our return warehouse, No Latter Than 7 BUSINESS DAYS (weather permitting), after issuance of the RMA. Also, Absolutely NO C.O.D RETURN SHIPMENTS WILL BE ACCEPTED at our Return Warehouse!!   If a Bed is returned without a RMA or after the 7 Business Day Return Window, the return may be subject to an additional 30% Unauthorized Return Fee. (We had someone try to return a bed 7 months after the RMA was issued!  Also, weather and other considerations can be taken into account.) It is the customer's responsibility to arrange return delivery, back to our return warehouse in Denver, CO (see below)!   All returned merchandise must be, but not limited to, original condition, unsoiled, smoke free, undamaged and packed in original cartons and packaging, with all tags in place.   A mattress pad/protector WILL NOT BLOCK SMOKE.  We would suggest that all returns be insured against loss and freight damage.  All Returns Will Be Thoroughly Inspected, Upon Receipt, For Any Damage or Unacceptable Condition, Prior to a Refund Being Issued.  If a returned product is found to be damaged/unacceptable (except freight damage), Specialty Sleep Services will provide complete documentation as to why, after the through inspection, the return was found to have been damaged or ruled unacceptable for return and why there will be no refunds for any damaged/unacceptable returns.

Return Warehouse:

Specialty Sleep Services

4785 Elati St.  Unit #2

Denver, CO 80216

Phone: 303 296-0953

 

Refunds for returns and cancellations will be issued to the original method of payment, within approximately 14 Business Days after receipt at our third party return warehouse and after a through inspection.

 

Air Beds Unlimited Customer Service

www.airbedsunlimited.com

TOLL FREE 1 866 WAKE RESTED 

(1 866 925-3737 Ext. 2)

 

 

Mr. Swenson then emailed Air Beds Unlimited stating that we were to immediately refund his purchase and pick up his bed and pay for return freight to our return warehouse in Denver!  We had already paid the freight charges to have his bed, which he had for 2 days, delivered to him.  He simply was suffering from buyers remorse and he is using the hindsight defense and wants to be portrayed as the victim.  Does this look like a victim (see below).  He requested the return of the bed and we obliged him by issuing a RMA outside of our normal policy time frame.  Mr. Swenson would like us to issue him a refund, get Visa to cancel his charges and have us pick up his bed.  This is the resolution that he was requesting of the BBB, which rejected his claims, due to "Buyers Remorse" not being grounds, for a complaint!  We could not issue him a refund even if we were so inclined!  He has already filled a charge back with Visa. He wants to double dip.  He is still within his 30 Night Sleep Trial.  This is not a legal matter, as much as Mr. Swenson wants people to believe.  You cannot protect someone from their own buyers remorse or whatever his true reason for wanting to return his bed.  There is also the Air Beds Unlimiteds expenses incurred with this transaction I.E.- Freight( $196.00) to the customer, (which we pay ), Administration (Processing the order)&, Marketing (He found us somewhere! Pay per Click Advertising).  Mr. Swenson also misstates that we did not give someone completely not related to this matter, their refund.   That customer never returned their purchase so there was no refund forthcoming!

MR. SWENSON IS NOT A VICTIM!

 

Our initial response to this customers buyers remorse complaint was to just let our customers read it and they would see that this "customer" really should not have bought the bed in the first place, as he did not have the money.  This is a true example of "BUYERS REMORSE"  Mr. Swenson conveniently leaves out some facts that show that he knew exactly what was expected of him, should he decide to return his air bed, within Air Beds Unlimited's, 30 Night Sleep Trial.  At the same time he makes up his own stories to justify his actions (inflated freight charges, inspection).  He also tries to use someone else's inability to follow the terms of our 30 Night Sleep Trial, to justify his unwillingness to pay for his purchase, after only having his bed for 2 DAYS! 

Let's start at the beginning:  Josh Swenson did indeed call Air Beds Unlimited to order an Air Bed, but not on April 22, 2010 but on April 16, 2010.  At the time of his purchase, our 30 Night Sleep Trial Policy was completely explained to him, as is our tracking/delivery policy, as is our explanation of where to find assembly instructions, explained to all of Air Beds Unlimited customers.  This policy is prominently displayed on every single one of our websites many pages.  A customer cannot buy any product on our website without agreeing to Air Beds Unlimited Privacy Policy/Terms of Service.  The customer then emailed us back on Mon 04/19/10 and he said:

Hi Mike,

I found another dealer who will sell me the same bed @ $2100. This does not include the pillows or mattress topper. So what I would offer to you is to keep the pillows and topper and reduce the price to $2,100. If you agree to this please resend a copy of the order to me corrected with the new price and refund the difference on my card, if you have allready charged it. If you can't meet the price please let me know asap so I can cancel my order and order it from the other dealer. Also, I see that you state your company will beat the price by 10% that would be fine too.

-- Sincerely,

Josh Swenson
904.382.6554

 

He states in his email that he is aware of the minutest of our policies one being our Price Match Policy.  We agreed to the price match and amended Mr. Swensons order confirmation to reflect the discounted sales price.  He was happy because he was in control.

 

On April 30, 2010, Mr. Swenson contacted Air Beds Unlimited and stated that he was not going to be forced to observe the Air Beds Unlimited Bogus minimum 20 Nights use of our products, under the terms of our posted 30 Night Sleep Trial, which he quoted.  He then threatened to contact the BBB if we were to stand by our posted policy.  Mr. Swenson was obviously suffering from a major case of Buyers Remorse.  Incidentally, the BBB rejected Mr. Swensons complaint that he filed with them, after having his bed for 2 days, based in part on their policy that, Buyers Remorse is not a legitimate grounds for a complaint.   Mr. Swenson never said " I explained to Michael that had he been clear up front about his Refund Policy I would never have purchased the bed from him".  From his conversation, there was never any interest on his part to figure out how to make the bed work for him.  There was also no mention in any of Mr. Swensons communications that the bed he received was not as described, damaged or defective in any way.  When we email our customers with the shipment tracking information we close each and every email with the following statement:

 

**A VERY IMPORTANT PS: Sleeping on an Air Bed is a unique experience and is quite different when compared to sleeping on a conventional "Spring" bed.  Most Doctors, Chiropractors and Health Care Professional will tell you that your muscles have attempted to get used to your current "Sleep Surface" and now they may need to be "Retrained" for your New Air Bed.  It is important to give your muscles the time to adjust to your new Air Bed, "Sleep Surface." (We recommend 5-6 nights between firmness adjustments) So, we ask our customers to please immediately communicate any concerns or questions, if any, that they may have, about sleeping on their new Air Bed.  Our sleep consultants have been involved with our Air Bed Technology For Years and can help advise you about how to optimize, your Air Bed, for any of your "Individual" needs.   

This is common sense.  Mr. Swenson did not want the bed to work he just wanted his money back as per his request for a RMA!

As an accommodation to the customer and in the interest to his lack of intent to allow his body to get used to his bed of 2 days, Air Beds Unlimited told the customer that he could request a RMA (Return Merchandise Authorization) according to the posted terms of our 30 Night Sleep Trial and that we would waive the minimum 20 Night part of the policy.  We never said anything about customers defecating their returns but we did say the return must be thoroughly inspected, before a refund could be authorized, which he acknowledges in his RMA request.   According to the terms of our posted 30 Night Sleep Trial, which requires that a customer requests a RMA via email the policy states, and we quote It is the customers responsibility to contact Air Beds Unlimited, VIA EMAIL, for the RMA, On or After the Minimum 20 Night Trial has concluded and before the 30 Night Trial Deadline has Expired.  Again, this way, all parties are aware, in writing, of the requested return, the date of the request and the terms of the RMA. 

On Sat 05/01/10, Mr. Swenson sent Air Beds Unlimited, the following email:

MIchael per our conversation Friday April 30th I am requesting a RMA# to return the Series 8 Emerald bed, and you are waiving the 20 day return policy. I plan to ship the bed in (two seperate boxes and probably two seperate shipments since the second box is lighter and will probably go ground Fed Ex) Fed Ex Freight Monday May 3rd to: 4785 Elati St Unit #2 Denver Co 80216, please confirm this is the correct address for return. Since you discounted the bed set 17% to match usbeds price of $2100, I assume I will be paying $314 for the foundation set, which I have no use for since I will not be buying another airbed. The return of the bed to you is costing me $350 since I don't have an account with Con-Way. Once inspecting the mattress per our conversation you will refund $1783 to my credit card within 14 days, but I would expect it much sooner than 14 days.

 

Regards,

 

 

Josh Swenson

 

In his email he specifically outlines that he will be sending his bed back in 2 shipments.  That the bed was to be shipped to our return warehouse in Denver, Co. (Only found on our 30 Night Trial statement).  He then goes on to state the exact percentage that he expects back after the inspection of the return.  His closing sentence shows his disdain for the time we are allowed to process a return.  Nowhere in his request for a RMA does he mention anything about not being totally familiar with our return policy.  He was the one who brought up the, in his term Bogus 20 Night minimum, before we had a chance to even explain the timeframe. He was happy however because he got his way and he was in control.

 

Air Beds Unlimited then issued Mr. Swenson his RMA, according to the terms outlined/posted on our 30 Night Sleep Trial.  We agreed to issue Mr. Swenson an RMA (Return Merchandise Authorization), prior to the minimum 20 Days of tAir Beds Unlimited 30 Night Sleep Trial.  We did not agree to issue him an RMA immediately. From our policy, which Mr. Swenson got his return information The RMA will be issued within 7 BUSINESS DAYS of Receipt of the Written RMA Request and Returns Must Be Received, at our return warehouse, No Later Than 7 BUSINESS DAYS (weather permitting), after issuance of the RMA. 

 

On May 11, 2010 an RMA was issued (7 Business Days, as per our return policy, after Mr. Swenson's request) by Air Beds Unlimited.   It said: 

 

Good Evening Josh:

As per your written request, we are waiving our normal minimum 20 Night Sleep trial.   Your RMA Number is "RMA #4342 - Air Beds Unlimited"  This complete RMA MUST BE PUT ON ALL RETURN ADDRESS LABELS.  The bed must be returned  and received, in original cartons, with all original packaging, at the return warehouse address below, within 7 Business Days, following receipt of this RMA.  This RMA is only valid for 7 Business Days from the email delivery receipt. We will be requesting a "email read receipt" to verify that you did indeed receive this RMA via email and that you accept the return terms.  You can also return this email acknowledging your agreement to the terms of the RMA.   We also ask that you email Air Beds Unlimited (support@airbedsunlimited.com ) with the tracking information of your returned purchase.  Your original form of purchase will be credited, less the $75.00 return fee, within approximately 14 business days, after the Air Bed is received by us and is thoroughly inspected.  We have included a copy of our published 30 Night Sleep Trial, for your records.   If you have any questions, please don't hesitate in contacting us.

Return Warehouse:

Specialty Sleep Services
4785 Elati St., Unit 2
Denver, CO 80216
Phone: 303 296-0953

top of page

30 Night Sleep Trial:

Choosing a new Sleep System is one of the most important decisions one can make. After all, YOU SPEND 1/3 OF YOUR LIFE IN BED!   When you have the quality of products that Air Beds Unlimited has, we can comfortably and without hesitation, offer our customers a true 30 Night Sleep Trial!  Our 30 Night Sleep Trial is a good faith trial!  This means we will allow our customers to use our air beds for a maximum 30 Nights but we expect the customers to use the beds, in good faith, for the minimum 20 Nights.  If you are expecting our beds to immediately cure chronic physical problems or if you are not willing to give your New Air Bed and Body a minimum of 20 Nights to adjust, may we politely suggest, that you do not buy our Air Beds!

Our 30 Night Sleep Trial/Limited Return Policy is this: 

If after a Minimum of 20 Nights and no more than 30 Nights, the customer is not completely satisfied with their Air Bed Purchase, they may return the Air Bed, at their expense, less a minimal $75.00 return fee, for a refund.  You will not be deducted for the original shipping charges to you!*   

A natural question is, "What is your Air Bed return rate?".   Our return rate is incredibly low, < 1/4 of 1 percent and we realize that there is no such thing as the perfect product for everyone.

Sleeping on an Air Bed is a unique experience and is quite different compared to sleeping on a conventional "Spring" bed.  So, we ask you, our customers, to please communicate, as soon as as the need may arise, any concerns or questions that you may have about sleeping on your new Air Bed. (We recommend a minimum of 5-6 nights between firmness changes).  Our sleep consultants have been involved with our Air Bed Technology for Years and we can help advise you, how to optimize our Air Beds, for any of your "Individual" needs. 

There are NO Sleep studies that show that the body needs an acclimation period of 4-6 weeks, to start feeling the benefits of a new sleep surface.  If the bed is properly adjusted and used correctly, your body will know within 30 Nights!  Why should you have to wait for 60-90+ Days to return a product that does not work for you!  There is no advantage to you, the consumer, to have to wait for an extended period of time, to return a product that is not right for you!

*What is Not Covered Under The 30 Night Sleep Trial/Return Policy? 

Adjustable, "Electric" Bed Frames, Wooden Foundations, Bed Legs, Accessories, Replacement Parts, Special Orders, Mattress Pads/Protectors, Pillows, Linens, Incorrect Orders Placed by the Customer, Directly Thru Our Website, (In order to help minimize order/shipping mistakes, please inspect your emailed Order Confirmation thoroughly and notify us of any mistakes or questions), "Special" Delivery Needs and "White Glove Delivery" Charges are Not Covered Under the 30 Night Sleep Trial and are therefore, NOT RETURNABLE OR REFUNDABLE.   

Order Return Process and Procedures:

AFTER A MINIMUM OF 20 NIGHTS, A CUSTOMER MAY REQUEST A RMA (Return Merchandise Authorization), VIA EMAIL, TO MEMORIALIZE THEIR REQUEST/DESIRE FOR A RETURN OF THEIR AIR BED.  BY REQUIRING THAT All RMA REQUESTS BY THE CUSTOMER and ISSUANCES BY AIR BEDS UNLIMITED, LLC, BE SUBMITTED IN WRITING, THE CUSTOMER AND AIR BEDS UNLIMITED, LLC, ARE BOTH AWARE OF ALL OBLIGATIONS OF BOTH PARTIES, REGARDING THE RETURN AND REFUND OF THE MERCHANDISE. 

No merchandise may be returned, without an RMA.  No RMA'S will be Issued or Considered Prior to the 20 Night Minimum Sleep Trial Period or After the 30 Night Maximum Sleep Trial Period.  It is the customers responsibility to contact Air Beds Unlimited, VIA EMAIL, for the RMA, On or After the Minimum 20 Night Trial has concluded and before the 30 Night Trial Deadline has Expired.  Again,this way, all parties are aware, in writing, of the requested return, the date of the request and the terms of the RMA.  No RMA'S will be issue after the 30 Night period has expired. The RMA will be issued within 7 BUSINESS DAYS of Receipt of the Written RMA Request and Returns Must Be Received, at our return warehouse, No Latter Than 7 BUSINESS DAYS (weather permitting), after issuance of the RMA. Also, Absolutely NO C.O.D RETURN SHIPMENTS WILL BE ACCEPTED at our Return Warehouse!!   If a Bed is returned without a RMA or after the 7 Business Day Return Window, the return may be subject to an additional 30% Unauthorized Return Fee. (We had someone try to return a bed 7 months after the RMA was issued!  Also, weather and other considerations can be taken into account.) It is the customer's responsibility to arrange return delivery, back to our return warehouse in Denver, CO (see below)!   All returned merchandise must be, but not limited to, original condition, unsoiled, smoke free, undamaged and packed in original cartons and packaging, with all tags in place.   A mattress pad/protector WILL NOT BLOCK SMOKE.  We would suggest that all returns be insured against loss and freight damage.  All Returns Will Be Thoroughly Inspected, Upon Receipt, For Any Damage or Unacceptable Condition, Prior to a Refund Being Issued.  If a returned product is found to be damaged/unacceptable (except freight damage), Specialty Sleep Services will provide complete documentation as to why, after the through inspection, the return was found to have been damaged or ruled unacceptable for return and why there will be no refunds for any damaged/unacceptable returns.

Return Warehouse:

Specialty Sleep Services

4785 Elati St.  Unit #2

Denver, CO 80216

Phone: 303 296-0953

 

Refunds for returns and cancellations will be issued to the original method of payment, within approximately 14 Business Days after receipt at our third party return warehouse and after a through inspection.

 

Air Beds Unlimited Customer Service

www.airbedsunlimited.com

TOLL FREE 1 866 WAKE RESTED 

(1 866 925-3737 Ext. 2)

 

 

Mr. Swenson then emailed Air Beds Unlimited stating that we were to immediately refund his purchase and pick up his bed and pay for return freight to our return warehouse in Denver!  We had already paid the freight charges to have his bed, which he had for 2 days, delivered to him.  He simply was suffering from buyers remorse and he is using the hindsight defense and wants to be portrayed as the victim.  Does this look like a victim: http://www.facebook.com/profile.php?id=1094764226&ref=search&sid=toyJ2Z7Aw57gmTM7dRCsdA.3274484381..1  He requested the return of the bed and we obliged him by issuing a RMA outside of our normal policy time frame.  Mr. Swenson would like us to issue him a refund, get Visa to cancel his charges and have us pick up his bed.  This is the resolution that he was requesting of the BBB, which rejected his claims, due to "Buyers Remorse" not being grounds, for a complaint!  We could not issue him a refund even if we were so inclined!  He has already filled a charge back with Visa. He wants to double dip.  He is still within his 30 Night Sleep Trial.  This is not a legal matter, as much as Mr. Swenson wants people to believe.  You cannot protect someone from their own buyers remorse or whatever his true reason for wanting to return his bed.  There is also the Air Beds Unlimiteds expenses incurred with this transaction I.E.- Freight( $196.00) to the customer, (which we pay ), Administration (Processing the order)&, Marketing (He found us somewhere! Pay per Click Advertising).  Mr. Swenson also misstates that we did not give someone completely not related to this matter, their refund.   That customer never returned their purchase so there was no refund forthcoming!

MR. SWENSON http://www.facebook.com/profile.php?id=1094764226&ref=search&sid=toyJ2Z7Aw57gmTM7dRCsdA.3274484381..1 IS NOT A VICTIM!