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Report: #1434645

Complaint Review: Sleepgram - Van Nuys California

  • Submitted:
  • Updated:
  • Reported By: Lynn — Chattanooga Tennessee United States
  • Sleepgram
    7850 Ruffner Avenue
    Van Nuys, California
    United States

Sleepgram Tried telling me I did not order adjustable sleepgram pillow and sent me another product Van Nuys California

*REBUTTAL Owner of company: Sleepgram's response

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Ordered the Sleepgram 2 pack pillows for $79.99. Advertisement on website stated that the pillows were adjustable and that they were in a zippered case. Showed pictures of how pillows came. My pillows, that I received, had none of what was advertised or shown. The pillows I received were not adjustable and in no way could be opened to do so.

I called, talked with Joy in customer service and was told by her that she did not know what I received but I the down alternative pillows ordered were like all other pillows - zipper case and adjustable insides. She stated that she would issue a full refund and for me to send pictures to help@sleepgram.com as the so called pillows I received has tags cut out and a stain on one. I wrote to help@sleepgram.com and the response was from Skyla stating I ordered the 2 pack standard size down pillows and that was why it was not adjustable and no zipper.

I did not order down pillows and ordered what was advertised as down alternative and adjustable. I responded that the pillows would be returned as they were not helping or being truthful. Skyla to issue full refund but not for shipping. They took no blame for their mistake. I went back on line, checked website again, called and talked with LaKesha (not sure of spelling) and was told the pillows (I ordered) came adjustable and zipper case. It shows all pillows do on their website. Now, So pissed off, I packed the pillows and mailed them back. I ask for them to pay shipping since it was their mistake. Nope. Cost me $51.63 to ship. I want full refund for the pillows and large pillow case, I bought to fit the pillows, including shipping.

This report was posted on Ripoff Report on 03/16/2018 10:48 AM and is a permanent record located here: https://www.ripoffreport.com/reports/sleepgram/van-nuys-california-91406/sleepgram-tried-telling-me-i-did-not-order-adjustable-sleepgram-pillow-and-sent-me-anothe-1434645. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

Sleepgram's response

AUTHOR: Sleepgram - (United States)

POSTED: Thursday, October 04, 2018

Hello,

I've read through the complaint and I'm so sorry to hear about your poor experience. We've revamped efforts to make shopping with Sleepgram an easy and pleasant experience and re-trained our call center representatives and managers several times since your incident. It seems that often frustrations arise from confusion on the part of the representatives, which is why retraining has been key to us even as we develop and release new and exciting products, expand to additional countries, and help sleepers every where. Our customers come first. We have also made crucial alliances with logistics companies like FedEx recently that finally permit us to send return labels to customers - something we're very proud of.

You were in a unique position because your order was the day that we launched our brand-new, adjustable pillow to replace our feather pillow, and it is entirely possible that we made this mistake in ernest error that we could have easily rectified had we known. We have increased transparency and communication with our call center representatives to resolve issues like yours, and haven't had any similar issues for 4 months.

Issues like yours are supposed to (key words) reach us from the representatives but all too often we don't end up hearing about issues until we read them here or on similar sites.

Is there anything we can do to ensure a happy resolution to this problem?

Regards,
Sleepgram

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