ComplaintsforSavvy Rest, Inc.
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Complaint Details
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Initial Complaint
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/22, I bought a mattress from Twila R****** of Savvy Rest (SR). Although she explained in detail to me and my friend the latex exchange policy and that pillows are non-refundable, she said nothing about no return/refund of the mattress. On 12/8, 47 days later, I received the mattress. It was set up on 12/11. Couldn't tolerate it. On 12/13 I called Twila and asked for a return and refund. She said they can’t because of GOTS/GOLS certifications. When asked, she said exchanged latex is used in their show rooms. I have researched GOTS/GOLS certification criteria and the return/refund policies of GOTS/GOLS certified mattress companies, i.e., 5 of SR’s competitors. All accept returns and give full refunds, one gives full after 365 days with a $** processing fee. On 12/14, Twila, called about a customer in Oregon who might buy my mattress if SR would inspect and ship to her. I called then emailed Twila I could not meet woman's cost expectation. When Twila did not return my call on 12/16, I emailed Michael P****, SR’s president. No response. At 9:42 AM, 12/17, Twila emailed, “I will make an exception and allow a return with the following conditions: 25% restocking charge if the unit is brought back to us in new condition. Or we can send someone to rearrange layers for you so the mattress is softer.” At 2:50 PM, she emailed, “20% discount for Black Friday Sale on mattress would have been a discount of $****** producing a credit of $****** with tax. OR returning the mattress to me at the 25% restocking charge would produce a credit of $******** plus $****** tax total $*******.” On 12/18, I emailed, “…I donate the mattress to one of my local group homes, shelters, or similar non-profit. The recipient signs a proof of donation letter that cites the full value of the mattress ($********) and the donor as Savvy Rest, 4414 Ivy Commons, Charlottesville, VA 22903…. In turn, you issue me a credit of $*****." I meant to write $****. As of now, no response.Customer response
12/22/2021
Resolution reached today, 12/21/2021.Thank you!***** ** *********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.