I wanted to post this in a separate thread because I think Customer Service like this should be known and SleepEZ deserves props for it.

As some of you who have followed my posts about buying latex layers know, I ordered 2 layers from SleepEZ: one natural Dunlop 1 and 1/2" layer and one natural Talalay layer that was 1" thick.

The Talalay layer came with a rather badly done seam (glued piece) down one side and while it does not affect the feel of it my fear was that it might deteriorate over time more so than if it were a complete un-glued piece and that it just "looked like a second".

The Dunlop piece had flaws but as he told me those pieces do tend to have such flaws so it is not unusual for them. I think that point could be argued in this case as a couple of the flaws were in my view more than just "minor" but the point is I did not have to argue the point because SleepEZ "made me an offer I could not refuse". No, not in the "Godfather" sense...

As soon as Shawn, the President of SleepEZ, got my email he called me on the phone. He said, without asking me any questions or any discussion, "We want to refund you your $49 shipping and subtract the price of the Talalay layer and you can keep both pieces. That [Talalay] piece should have never gone out like that., and I'm sorry."

So I said "Thank you, I appreciate the professional manner in which you handled this, and I will let people know you did so."

Anyone can make a mistake, but what counts is when someone admits the mistake, apologizes for the mistake and does their best to make it right. I don't know if he read this forum. I did not mention it to anyone. It seemed to me that when he saw the photos he was just very unhappy that the seamed Talalay piece had gone out that way.

I think that anyone can safely order from SleepEZ and not worry about getting a bad piece like that Talalay, as he said it was a mistake and was obviously upset about it. I don't know what happened but my guess is that it was someone in the warehouse or ? who was not paying attention or didn't know or whatever. Shawn's attitude about it was such that I am sure he nor his company want to send out shoddy merchandise.

It actually makes me feel very good that a company in this day and age cares about their products and their customers!

Jim,

     Good to hear there are responsible companies out there that care about customer service.

Jeff

Good to hear.

Nice Post JimSocal.

I have been investigating their product and i must say that I am pretty impressed with the product and your post.

I would not be afraid to buy from them again. They have great customer service.
In fact if my wife's mattress breaks down and we need another Talalay layer I will buy from them.

I'd like to second Jim's comments about SleepEZ. They have been wonderful to work with. Phone calls are answered promptly. Email response time is a little slower at 3 to 4 days.