Simply Organic Sleep
Louisville,#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.