Simply Organic Sleep Merchandise shipped inappropriately, lost, damaged, no refund and no merchandise. Dedham Maine
I ordered an organic mattress from Simply Organic Sleep, in August 2007. My credit card was charged immediately (Aug 21, 2007) but no bed arrived for weeks. I was told by the shipper and the company that the bed was lost. After weeks of this, some of the merchandise arrived in boxes torn open and damaged. The website for the company advises that one rejects merchandise that arrives damaged, however, they send the merchandise not requiring one to be home so that damaged merchandise can be left at your door so you cannot refuse it.
After weeks of refusing the merchandise that kept coming back to me no matter how many times I refused it, and of sending pictures of how the merchandise arrived, damage and all, I received no promised refund.
I began threatening with action and got an email stating my account would be credited (it was not) and that a shipping fee and restocking fee would be charged, 15% restocking in addition to shipping. I was informed that the merchandise was not damaged and that I would not have had fees had I cancelled my order prior to delivery! What kind of logic is this customer service person using? How would I have known it would arrive damaged so that I could cancel before shipping?
Also, the customer service person denies knowing of the damage tho this agend sent me a bill of lading with her name on it, to pick up the damaged merchandise!
So after weeks of this I would like to formally complain and expose the bad business practices of this company. With doing a little research I found out that this company had done similar things under a different company name.
Sandra
Dickinson, Texas
U.S.A.
1 Updates & Rebuttals
Simply Organic Sleep
Louisville,Kentucky,
U.S.A.
Half Truths told on Merchandise shipped inappropriately, lost, damaged, no refund etc
#2UPDATE Employee
Wed, November 14, 2007
Dear Sandra,
1) YOU DID order your bed at the end of August and it was shipped within the 3 weeks it was promised to be delivered Sept. 11th but IT WAS LOST!
2)DHL HAD MISPLACED IT and when all NOT some of the boxes were finally delivered in October it was definitely damaged although we had no knowledge of this at the time!! and WE CERTAINLY UNDERSTAND YOUR FRUSTRATION. Dealing with shipping and freight problems is stressful for everyone. Your refusal was proper.
but it's at this point "half truth's" enter the picture:
- IT WAS packaged appropriately in the same manner as every other mattress we ship
- DHL says they made only ONE ATTEMPT to deliver it and our office simply received the message it was REFUSED. Nothing about damages
-You E MAILED THE ACCOUNTING DEPARTMENT ABOUT A REFUND. She only had information about A REFUSAL from our tracking department. She then replied to that e mail quoting the company's policy about refusals, letting you know there was a shipping & restocking fee. Also explaining if you had cancelled the bed before shipping these fees wouldn't have applied. SHE THEN IMMEDIATELY REFUNDED YOUR CREDIT CARD MINUS THOSE FEES. So why you would intimate NO REFUND, NO MERCHANDISE we do not understand.
TO GO A STEP FURTHER, when she was informed and you sent pictures of the damages THE NEXT DAY she ALSO refunded your restocking fee and shipping.
We apologize for the aggravation but some things are just completely out of ones control. We DO NOT control the freight companies and must depend on there service which occassionally lets us down. We do however try to rectify the situation as soon as we have ALL THE FACTS. Which I believe was done in your case.