Empty promises and not returning calls
Dear Adjust Sleep Company Customer Service Team,
I am writing to express my extreme disappointment and frustration with the poor service and communication I have received from your team regarding the issues I am experiencing with my bed.
Despite investing a significant amount of money in your product, I have been met with unfulfilled promises, lack of communication, and an overall inability to get assistance with the problems I am facing.
When I reported the issue, I was assured that someone would contact me to resolve the matter. However, despite numerous promises, I have yet to receive a call or any meaningful update on the status of my case.
As a customer who has invested in a premium product, I expect a higher level of service and communication. The lack of responsiveness and follow-through from your team is unacceptable and has left me feeling frustrated and disappointed.
If I had known that getting help with issues would be so challenging, I would have considered purchasing a bed from a local supplier. The fact that your company is unable or unwilling to provide adequate support is alarming and has eroded my trust in your brand.
I hope that you will take my complaint seriously and take immediate action to address the issues I am facing. I would appreciate a prompt response regarding the steps you will take to resolve my case.
Sincerely,
Reinette Mandich
While we understand that it is frustrating when a product you have purchased does not work as expected and we want it resolved as quickly as possible, you can be assured that you will receive the support necessary to resolve the matter. However, to correct one statement, we have in fact contacted you in regards with your concerns. You reside in Durban and our warehouse and service centre is based in Johannesburg. When you contacted us on 12 December, our teams had just left Durban and due to imposed annual shutdowns of the factories, we explained to you at that time that we would only be in Durban again in January and would attend to your concerns in the new year, to which arrangement you seemed to be amicable with especially as the apparent fault was with a non critical system, in other words, the bed was still operational, it was the massage system that was no longer working. We did attempt to problem-solve the matter over the phone as the problem you described is often caused by a plug that my have been pulled out or switched off. On 17 January, our Johannesburg office contacted you and advised that the will be coming to Durban later in the month. We have checked the schedule and a slot has been booked for you for next week and the Johannesburg office will be in contact with you shortly to arrange a date and time once is schedule and routing is finalized. It is very rare that as much time passes before we assist our customers, however, the difference between us and many other "localized" companies is that we don't charge any delivery fees and wherever possible we offer on-site support so that you don't need to take components back to a store even though that component is out of its warranty.
We apologize for the delay in assisting you, however as mentioned above, the distance to our service centre and the time of the year has impacted our normal response time.
Please be assured that your concerns will be attended to shortly.
Yours in Sleep
The Adjust4Sleep Team
While we understand that it is frustrating when a product you have purchased does not work as expected and we want it resolved as quickly as possible, you can be assured that you will receive the support necessary to resolve the matter. However, to correct one statement, we have in fact contacted you in regards with your concerns. You reside in Durban and our warehouse and service centre is based in Johannesburg. When you contacted us on 12 December, our teams had just left Durban and due to imposed annual shutdowns of the factories, we explained to you at that time that we would only be in Durban again in January and would attend to your concerns in the new year, to which arrangement you seemed to be amicable with especially as the apparent fault was with a non critical system, in other words, the bed was still operational, it was the massage system that was no longer working. We did attempt to problem-solve the matter over the phone as the problem you described is often caused by a plug that my have been pulled out or switched off. On 17 January, our Johannesburg office contacted you and advised that the will be coming to Durban later in the month. We have checked the schedule and a slot has been booked for you for next week and the Johannesburg office will be in contact with you shortly to arrange a date and time once is schedule and routing is finalized. It is very rare that as much time passes before we assist our customers, however, the difference between us and many other "localized" companies is that we don't charge any delivery fees and wherever possible we offer on-site support so that you don't need to take components back to a store even though that component is out of its warranty.
We apologize for the delay in assisting you, however as mentioned above, the distance to our service centre and the time of the year has impacted our normal response time.
Please be assured that your concerns will be attended to shortly.
Yours in Sleep
The Adjust4Sleep Team