- Report: #1434645
Complaint Review: Sleepgram - Van Nuys California
Reported By:
Lynn -
Chattanooga, Tennessee, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Sleepgram
7850 Ruffner Avenue Van Nuys, 91406 California, United States
Phone:
18772575337
Web:
Sleepgram.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sleepgram Tried telling me I did not order adjustable sleepgram pillow and sent me another product Van Nuys California
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 [email protected] as the so called pillows I received has tags cut out and a stain on one. I wrote to [email protected] 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.
1 Updates & Rebuttals
Sleepgram
California,United States
Sleepgram's response
#2REBUTTAL Owner of company
Thu, 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
