I ordered 2 Aero air mattresses online for a Girl Scout camping trip. I inflated both mattresses in the late morning only to find the queen terribly losing air by the time we got ready for bed. The twin sport all-terrain had also suffered air loss and this was with NO person even sleeping on them yet.
By morning the queen was all but deflated and made for a very miserable nights sleep and the twin was well on it's way with only my Kindergarten daughter sleeping on it... 52 pounds.
I immediately called upon returning home, spoke to customer service, explained the situation, and they issued me a return number and scheduled to have them picked up.
A month went by and I had not received any type of refund so I called and spoke with Ben in customer service. He put me on hold and came back to say he put the request in and I would get confirmation within 48 hours.
On 6-15-09 I was notified that I had received a $112.43 refund BUT I PAID $190.98 so I immediately called back to ask why. I again spoke to someone in customer service only to be put on hold and when they got back on line they read me the request they had submitted to find out where the rest of my refund was and I was told I would know something in 48 hours.
On 6-19-09 I called back again - EVERY TIME YOU CALL YOU CAN EXPECT AT LEAST A 1/2 HOUR HOLD before you ever speak to a human - I spoke with Ben in customer service again only for him to put me on hold, read me the notes already posted to my account, and tell me he submitted another request and I would hear something either by Email or by phone within 48 hours.
On 6-24-09 I called again - after waiting my initial 1/2 hour I spoke to Adrian in customer service but this time when he put me on hold somehow we were disconnected. So... I called back and was lucky enough to speak with BEN in customer service. This is the 3rd time for Ben. We went through the same process only he said he personally walked over to the returns department and spoke with them so same ol' same ol' I shoudl be hearing something VERY SHORTLY. Now he has changed from the 48 hours to very shortly. He has no other contact numbers, no manager, no boss for me to speak to. I just have to sit and wait for them to contact me.
They provided defective materials and can't even tell me why I have only received a 59% refund on my purchase price.
Terrible - Terrible company to deal with.
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