Much of this may sound familiar judging from the other reports here but the following is a chronology of my dealings with Simply Organic Sleep:
After quite a bit of comparison shopping for an organic mattress I decided to order from Simply Organic Sleep. (If only I had noticed their initials spell SOS!)
On January 16th, I ordered a mattress from Simply Organic Sleep, I used a Debit Card to pay, and I was told at that time it would be delivered within three weeks (February 6th). I explained how I had visitors coming and was delighted that they could turn this around within my time frame.
On January 26th, I received an invoice via email. I logged into my bank account and saw that a company named Natural as Sleep debited the full amount from my account.
On January 28th, I called them to inquire whether the mattress had shipped yet and to obtain a tracking number. I was told by customer service they would check and get back to me. Later that day, I received a call informing me that it had not but no other information about the order.
On January 31st, I called again to inquire as to my orders status, but the only information I could get was that it still had not shipped.
On February 2nd, I emailed customer service and explained I had visitors coming and needed the mattress by the delivery date for my guests. I called customer service and was told they would look into it for me. I never heard back.
On February 4th, I called and left a message for customer support explaing my concerns about the mattress arriving on time.
On February 5th, I received an email from Coralee in customer service apologizing for the delay due to the holidays and their ongoing sale. The email assured me that my order would SHIP the next day and that I would receive an email no later than 9:00 pm with my tracking number. That email never came.
On February 9th, after the original delivery date, I left a voice mail and emailed again requesting the tracking number.
On February 12th, After I had been told my product was going to ship, I called and spoke with Gayle who apologized and gave me a story about them getting a bad batch of latex. I asked Gayle to cancel my order immediately. She assured me that shed send an email with instructions for canceling my order and getting a refund through her accounting department. She never sent the email. (I also received the same bad latex story via email from Coralee who offered another two to three week delay before shipping.) I called Susan in Accounting myself at the number listed on the website left a message and never received a call back.
On February 13th, I received another email from Gayle asking if I really wanted to cancel my order. I responded yes. But was never sent the promised information for obtaining a refund. At this point, I figured I better get the bank involved. They taken my money but did not deliver the product as agreed. So I opened a dispute with my bank.
Just for laughs, I had a friend call and inquire about the sale. She called and asked about the same mattress I had ordered and was promised that if she placed an order that day that she would receive her mattress within three weeks. Imagine that! A bad shipment of latex, customer orders already delayed, and yet they still are promising potential customers three week delivery! Customer service lies, stalls and ignores messages and emails.
About a week and a half into my dispute I received a call from an outside consultant asking what they could do to make things right. Nothing. Just refund my money. Finally, a few days later my account was credited.
Oh and by the way. When I first researched this company I found a website called greenmattressreviews.com that at the time was a single static page of glowing testimonials about Simply Organic Sleep. The same testimonials that appear on the SOS website. Since then, they have converted the site to another website with guess what: Organic mattresses for sale. I guess when the going gets tough you change your name and start doing business as someone else. Sorry to be so long winded but this company really got under my skin. Apparently they are also now doing business as livefortomorrow.com. Ugh!!! (Note: as of today April 16, the green mattressreviews.com site was offline and a new site greenmattresses.com is online at the same IP address.) Give me a break! How many DBAs are these folks taking peoples money and not delivering under?
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