TOPIC:

PLEASE READ THE ENTIRE THREAD TO SEE THE POSITIVE RESOLUTION TO THIS COMPLAINT.

While I really hate to take this to a public forum, I feel I must restate my position about doing business with Flexus Comfort.

The day I posted my positive review for Flexus Comfort I had finally received a refund check for my mattress, and with money in the bank, I considered the matter closed and wanted to provide a positive review for their shop.

Two days after cashing the check I received two e-mails from Flexus Comfort the first stating that since the final box had not been found by UPS they would be cancelling the check they sent. A few hours later they said they would cancel the check for $1896 and reissue a new check for $299?

As I said previously, I was happy to have the refund so I took the high road in my review of Flexus Comfort, but my statement that "they were easy to deal with" could not be farther from the truth and I have an extensive e-mail trail with the shop to prove that point.

On May 25th Flexus Comfort initiated a call ticket to have UPS pick up the 4 boxes containing the mattress at my home.

I watched the UPS driver fill out (4) packing slips, one for each box and hand me 4 copies of the shipping labels. My UPS driver John will swear that he picked up 4 boxes and filled out the (4) packing slips in my possession

Assuming I would hear back from Flexus upon their return and hearing nothing I contacted them by e-mail on June 5th, June 7th & June10th with no response.

On June 13th I contacted UPS to inquire if the packages had been delivered. UPS said that 3 boxes had indeed been delivered and one tracking # was not in their system. I assured UPS that I had watched 4 boxes loaded on to their truck and had 4 tracking slips.

UPS informed me that the company that issued the call ticket is usually responsible for initiating an investigation into lost packages, but they would let me start the process. However, they said all future correspondence would be with Flexus Comfort with a final report going to Flexus in 8 days. I asked the UPS representative about responsibility for the package and they informed me that if the package was not found UPS would compensate Flexus. I sent an email to Flexus immediately after the call providing all the information and the timeline for the investigation, again with no response.

On June 16th I finally received a response from Flexus, with their lack of communication being blamed on a vacation (23 Days??). They said they would investigate and see if they could get a refund out to me on Monday June 19th.

After 8 days with no check in hand I again e-mailed Flexus and asked for an update on the refund. Again I was told a check will be mailed Monday and a check # will be sent by e-mail. Monday came & went with no check # provided by Flexus and 5-days later still no check in hand.

On July 3rd after following up again, I received an email from Flexus stating a check was going out in the mail on Monday with a check #. The old "check's in the mail" story for a 3rd time. I was not too confident about a check ever showing up.

On July 5th I was relieved to see a check actually show up and immediately cashed it.

On July 7 I received the previously referenced two e-mails about the check being cancelled and an additional $299 being deducted from my refund.

Today, July 8th, I replied that this was not my fault they issued the call tag, they sent UPS to my home to pick up the package, I watched the driver load 4 packages onto the truck and have 4 tracking forms in my possession. Flexus said it was my fault, they cancelled the check and are now only willing to offer me $299, even thought I am owed $1,896. Which makes absolutely no sense with them receiving 3 of the 4 boxes back in their warehouse.

First of all, the communication, vacations or not, was horrible in trying to return the mattress and get any updates on its status

Second, they told me 3 times a check was in the mail

Third, THEY initiated the call tag from UPS and never looked into it. While not my responsibility, I contacted UPS and started the investigation and communicated to Flexus what had been done. Additionally as the initiator of the call tag, once picked up the onus falls on UPS not me. Again, since they initiated the call tag one would think they insured the package

Finally, issuing and canceling a check to me because of someone else's screw-up in not a way to treat customers. My bank is going to hit me with a penalty for cashing a cancelled check so I have that to look forward to. Now it looks like I won't get near what is owed to me back.

Again, while I took the high road over these tiresome and drawn out dealings with Flexus Comfort and gave them a positive review I must now retract that and recommend not purchasing from them.

If anyone doubts/disputes any of the above facts or dates I am happy to provide the full e-mail trail confirming every statement I made here. BTW- I informed them I would be changing my positive recommendation here, they didn't seem to care.

That's terrible and I really hope in the end you are able to get this resolved. Have you reached out to your credit card company that you put the charges on to see if there is anything you can do? If you have all of the documentation you can also try reaching out to the BBB which I will say has been able to help me a lot in the past on issues where companies were at fault and I had the documentation to prove it.

I had originally considered a mattress from Flexus and emailed them twice, once via their webform and another via the email address on their site. Neither were ever responded to. I finally called a week later and ended up speaking to the very person I was emailing who even accidentally acknowledged he saw my emails but obviously never responded. He seemed really knowledgeable and I I do believe they sell a good product at a good price but as someone who does customer service for a living this just rubbed me the wrong way and I moved on from them. While I don't know all the details of your situation I do hope you're able to get an outcome that is satisfactory given all the issues with the missing box.

@landale1 Thanks for your message and thoughts! I contacted my CC company yesterday after receiving notice that they cancelled the refund check. They said they will investigate and get back to me, though that bill was paid off long ago.

I'm glad to have a very detailed e-mail trail from start to finish, in the event this gets any uglier, though with them having 3/4 boxes back and UPS with the other and me with nothing, not sure it can be uglier.

I was so upset I couldn't sleep at all last night as my mind just kept racing wishing I had never done business with them. As I type this I can feel my blood pressure going up so I will stop now.

Hammer

Hi Hammer,

Sorry it took me a day to get back to your post, but I wanted to contact Flexus to see if I could assist with your situation. I was able to speak with Henry and he was unaware of your predicament and took a bit of time to investigate and it turns out that your return/refund was not handled properly through some confusion/improper handling by one of his customer service representatives, so he is going to take care of this for you, so I would expect you to be contacted by him soon to get this resolved and your refund properly processed. He was appreciative of me (through you) bringing this to his attention, and I'll let him provide you all of the details. Basically, this was a processing error and he wants to get it corrected for you ASAP.

Please post back and let me know once you've had everything straightened out and your refund is processed fully.

Phoenix

Phoenix - That is truly amazing support (no pun intended.) Your effort to resolve this situation is yet another testament of your commitment to forum members and in maintaining the reputation of this forum, as well as the advantage of dealing with your recommended providers. Kudos!

My name is Henry and I am the owner of Flexus Comfort Mattress. I first became aware of this return and the ongoing issues this morning, as the person you have been dealing with did not advise me of the situation. I would first like to apologize for the confusion, frustration and inconvenience this has caused you. I can assure you that in our 13 years in business, we have never previously had a situation like this occur regarding a return or refund and it will not happen again. We will make sure to rectify the problem, hopefully to your satisfaction and in as timely manner as possible, and make you whole, as we value all of our customers and our reputation in the industry.
To explain what occurred, it seems there was sort of a “perfect storm” of events occurring here. First, UPS, for reasons unknown to me, did not utilize our account number in creating the shipping labels/call tags, even though we made the arrangement for the pick-up. The general practice is to issue the return labels/call tags under our UPS account number. This makes it possible for our company to track our packages. Since they did not use our account number, it created confusion when we only received three packages as opposed to four. Because our account was not used, when we tried to track the fourth package, UPS would not provide us with any information on the package, nor would they allow us to file a claim on the package, which we would normally do. So, this caused a delay in the refund. The refund could not be completed until the package was received or accounted for in some fashion by UPS.
Our understanding was that the customer filed a claim and it would be under investigation. At around the same time, the person handling this return went on an extended vacation and did not advise me or anyone else to keep an eye on the investigation nor forward any e-mails to anyone. I believe this is the reason some of your e-mails went unanswered. I sincerely apologize for this oversight, we have addressed it and it will not happen again.
On June 27th, we received some forms from UPS via mail to fill out regarding the claim. We completed the forms and faxed them to UPS on July 3rd. On the same day, we issued and mailed you a check for the full amount of $1896. On Friday July 7th, we received a call from UPS requesting proof that we were billed for that return label/call tag, which, as I explained earlier, we do not have because they did not ship the package under our account number. As a result, they indicated they would not be compensating us for the lost package because they have no proof that it was shipped.
After being advised of the denial of the claim, our employee put a stop payment on the check and advised you or attempted to advise you that he would re-issue a check in the amount of $1896, minus $299 for the lost package, which is the amount we would have received under the claim. Had I known of the situation, I would not have authorized this action, as it is not the customer’s fault that UPS did not handle the shipment properly, that they lost a package or that they denied the claim. I would have allowed the full refund to process. Since this was the first time anything like this has occurred, our employee sincerely believed he was taking the appropriate action.
As you can see, it was the original UPS error and package loss, exacerbated by our inability to communicate with you while the investigation was pending , the denial of the claim and the wrong choice of action, that caused this problem. It was truly a unique, isolated and unusual situation. As I stated, although we did not receive all four packages and the claim was denied, we will nevertheless be providing you with a full refund, as well as compensating you for any bank charges you have sustained. Again, we sincerely apologize for the inconvenience. If you have any further questions or concerns you may communicate with me directly via e-mail at Henry...at..flexuscomfort.com. Thank you.

Henry - Glad to see that you stepped in and made this right. It demonstrates again the quality of companies that this forum associates with and helps to support. After seeing such a reasonable response and apology from you I would have no hesitation in dealing with your company. Nice to have you so well represented on this forum.

Hi Henry,

Thank you for taking the time to post back here on the forum and find a solution for our site member. While mistake happen, I'm glad you were able to find the cause, make corrections and complete the refund process for this client.

Phoenix
Note added later: Henry I just realized that you provided your email address and the automated spambots that are monitoring the site can acquire your email address for spamming. I recommend that you edit your last post and remove the @ symbol from your email address and replace it with "AT" or something similar.

As I said in my last post, the treatment I received from Flexus Comfort regarding my return was not optimal. As a small business owner myself, I ALWAYS treat my customers the way I would want to be treated, even though that is sometimes a painful process. Based on a final communication from Flexus I felt I had reached the end of a fair settlement and, only then, posted my experience here.

I greatly appreciate The Mattress Underground's willingness to get involved to remedy my situation. When I first joined this forum I was a bit jaded having seen all the other mattress sites that claimed to be objective, but weren't. This experience has proven to me that Phoenix runs the forum with a truly objective view of the industry!

Henry came on here and validated what I had previously stated and provided fair rationale for why ''some" of the issues happened. As a business owner I could totally see how some of those things fell through the cracks and I am glad that he has put procedures in place to prevent that from happening to future customers.

Henry stepped up and returned my deposit and my bank fee for the cancelled check and even refunded my mattress return fee, something he really did not need to do. With the check in my bank for a week, yesterday I called my CC company and cancelled the dispute I had filed over the charge.

After seeing Henry's post I went to work on UPS doing everything within my power to help them locate the missing box. Providing contact info for my driver, who will swear he loaded all the boxes onto his truck, providing photos of the boxes, UPS package slips and contacts I reached out to. I sincerely hope UPS now does the right thing by Henry and either finds the missing box or pays them for the lost contents.

Henry is taking a bath from a financial standpoint on this transaction, something I have done more than a few times in my business. But I hope his willingness to do more than than necessary to correct this situation is enough for you to trust them as a shop you can feel good about doing business with. I know its restored my trust and respect in Flexus Comfort.

Peace,

Hammer

Hi Hammer,

Thank for the follow-up with your shipping situation and the eventual positive resolution with Flexus and Henry. I do appreciate you taking the time to provide a bit of closure with this. Unfortunately, mistakes happen, and this may just be a case where UPS has a box floating around that will never be found. But I am happy that Henry did take care of things for you to your satisfaction, and as you're well aware sometimes when you own a business you have to step up and take responsibility for the (in)actions of others, and I'm happy this was done for you.

And thank you very much for your kind words about the site and our objective nature. That means quite a lot!

Phoenix