Complaint Review: Air Beds Unlimited - Internet

Air Beds Unlimited takes great pride in having a 13 year A+ BBB Rating.  We also have a 5 stars review rating with no complaints. All communication prior the purchase and after the RMA was issued has been with Vicky Ballirano.  There has been absolutely no communication with her husband Guy, who filed this complaint.

The air bed was purchased on 09/12/16 and delivered the last week of September, '16.  All customers MUST agree to the Terms Of Service of the Air Beds Unlimited Website, otherwise we cannot sell the customer our beds.  The "Sleep Trial" is part of the Terms Of Service agreement.  This is a Visa Policy which we follow for all of our phone orders that use credit cards.  The website has a box to check. The customer replied back that she agreed to the Terms of Service of the website and would like to proceed.  The Terms of Service has specific instruction in the case of a customer wanting to return a bed.  After having the bed for 2 weeks, Vicky Ballirano contacted us via email and then we contacted her by phone about her and her husband not being able to get comfortable on the separately adjustable air bed.  We made some suggestions for her to try.  We verbally explained the entire return process and she said she would think about it.  She knew what her responsabilities were in returning the bed.  We again requested that she read the procedure of returning a bed, that was found on her priviously approved Terms of Service.   We also told her that all communications about returning a bed had to be in writting, using email.  The customer then emailed us requesting a return of her bed.  We immediately issue her a RMA for the product.  We request, but don't demand, tracking information when the product is on its way back to our return facility.  As per the Terms of Service retun procedure, it is the customers responsibility to pay for the freight of of the return bed,  pay a $75.00 return fee and a deduction for any items that are not returnable e.g. mattress protector, etc..  In the Terms of Service we highlight that we absolutely do not accept COD Returns.  Upon checking the customers return tracking, not only did she ship the return COD BUT FedEx FRIORITY FREIGHT COD  This was the first and only time, in the 13 Year history of our company, where someone sent us back a product COD, much less FedEx Freight PRIORITY COD.    We immediately tried calling the Mrs. Ballinaro (no answering machine) and emailed her at least 3 times, telling her that we would not accept a COD return.  We finally made contact with the customer and she said that "she would talk with "Ann" and have the bed returned back to her in FL and posibly donate it to a women's shelter herself. We continued to monitor the return and the product was not being rerouted, back to her, in FL.

From: Customer Service [mailto:[email protected]]

Sent: Friday, October 28, 2016 11:22 AM

To: '[email protected]'

Cc: ; [email protected]

Subject: COD Shipment of RMA #11264 (Ballirano)

Importance: High

Sensitivity: Personal

Good Morning Victoria:

We have been trying to contact you via phone but the line is busy and there is no voicemail.  As per our conversation from yesterday, our return warehouse does not accept COD Shipments.  This is also stated in our Terms Of Service, which all customers must agree to.  We see that the shipment is still on its way to Denver.  It must be stopped.   Here is the tracking link: 

fedex.com/apps/fedextrack/?action=track&trackingnumber=374195733-2&cntry_code=us

Again, we do not accept COD Returns and the RMA #11264- Air Beds Unlimited (BALLIRANO) WILL NOT BE ACCEPTED.

Air Beds Unlimited Customer Service

airbedsunlimited.com

TOLL FREE 1 866 WAKE RESTED 

(1 866 925-3737 Ext. 2) 

The customer then emailed us back: