ComplaintsforManta Sleep LLC
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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Manta Sound mask purchased from online retailer. In December. Received on 12/8/24. Gave to boyfriend as a Christmas gift.He mentioned that mask was coming off in middle of the night often because the Velcro isnt strong. I thought maybe he was just rolling over and it came off. On 7/1/24, the mask came undone from backpack at the airport and was lost. I informed company of loss due to product defect. The Velcro defect is well documented in their online reviews. When they said they wont send me a replacement, I commented on social media about the defect and company not standing by their product. They deleted my comment and blocked me from social media. Deceptive.Business response
07/15/2024
Hello BBB Support Team,
Thank you for informing us about the complaint filed by *******************. Ms. ****** contacted us on July 2, 2024, via *********************************** reporting that she lost her sleep mask at the airport due to poor velcro. However, the primary issue is that she lost the mask, and if the velcro was indeed faulty, she would have contacted us sooner to address the problem. Instead, she is now demanding a replacement without providing proper documentation.
Our warranty policy (*********************************************************************************) clearly states that we require photo or video evidence of the defect, and the defective item must be returned to us for further investigation before a replacement can be issued. Since the mask is lost, we are unable to process a replacement. Claims referencing similar reviews on our website are invalid without the defective item being returned to us.
Despite this, we offered Ms. ****** a 15% discount on a future purchase as a gesture of goodwill. We cannot offer a 25% discount or higher, as those discounts are exclusively available during limited-time promotions or special events.
Given these circumstances, we kindly request the removal of this complaint from our business profile, as it unfairly impacts our rating.
Thank you for your understanding and consideration.
Best regards,Laneza *******
Manta Sleep | Customer Success Lead
*********************************
Initial Complaint
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear **************:I will be filing a grievance today with local media in addition to the ********** ************************* as your company refuses to refund my defective order. Further, you will see in a prior email from February 22, 2024, that your company staff stated I would not have to return this item due to inconvenience to me, and now reneges on this telling me I must return the defective item even though I have stated I am now traveling for work and have no access to the defective item.This is purely appalling and harassing behavior from Manta Sleep and its associates, and I demand immediate refunding in full of my order and immediate escalation of my resolution request to ******************* (CEO), whom I have copied on previous emails.Please be advised that at this stage you are causing me severe distress, and should this matter not be resolved with a full refund today as promised in previous communications, I am engaging local media to ensure all consumers are aware of your shady business practices and reneging on promises to your paying consumers. I also demand a telephone contact today by your company senior management to aid in this resolution.This matter is extremely time urgent and I demand full and immediate refund of this defective product prior to all aforementioned actions.Initial Complaint
05/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I never received my item. I tried to call Manta sleep via email 2x and via Instagram and still have no response. Not sure how else to contact them.Business response
06/07/2023
Hi!
On May 26, ************** contacted us regarding her package, claiming that she hadn't received it. Our dedicated agent promptly responded to her, offering assistance. The agent provided her with helpful tips to track down the package, as it was marked as delivered according to the tracking information available. You can access the tracking details using the following links:
******************************************************************************************
**************************************************************************************
Initially, DHL handled the package, but the final delivery was entrusted to ***** Regrettably, we didn't receive any further communication from ************** until June 1, when she reached out again via a separate email to request to return the item she had ordered. She explained that it was intended as a gift but, due to the delay, she could no longer use it for that purpose. Our agent promptly addressed her concern and sent her a return label on the same day. However, we haven't received any response from her since then. In order to follow up, our agent sent her a reminder email on June 5. As of now, we haven't received any further communication from her.
To provide you with a comprehensive overview, I have attached screenshots of our correspondence with **************, as well as screenshots of the tracking links confirming the delivery of her order. Please don't hesitate to reach out if there's anything else we can assist you with.
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.