Cozy Caress from Cozy Pure Organic Mattresses in Norfolk VA

Jul 27, 2009
Rating

Cozy Pure Does Care
by: Rex

Doing honest and ethical business can be a challenge in today's society. Here at Cozy Pure, we hold ourselves to the highest of standards and offer some of the best customer service to be found.

When this customer called, she expressed negative concerns about dealings she had with another organic mattress company, as well as a local mattress retailer.

She said she wanted our most expensive mattress in a king size but she was only able to pay a total of $3,100 because that was all she could afford. She would not budge to pay higher for the mattress she really wanted.

We were offering 2 of our award winning pillows free with the purchase of a mattress and I suggested offering her a greater discount instead of the pillows. She insisted on receiving the free pillows as well as a large discount.

My colleagues advised me not to negotiate with this person because of her dissatisfaction with our competitors, and her insistence to haggle for free and discounted product. I did not heed their advise because I really wanted to help this customer.

Finally after nearly a week of her calling almost daily, a compromise was reached for one of our most popular beds (plus a topper and pillows) while still maintaining her strict budget.

The customer's free pillows were immediately shipped; only to be returned a few days later... unopened! That was the first warning that something was wrong! Perhaps the customer did not understand that the pillows were free?

A few days later, the customer called and expressed her dissatisfaction with the mattress she had purchased; she claimed it was less than the promised thickness and included photos that depicted a distorted angle to imply that there was a defect.

Of course, if there had been a mistake, we would have assumed full responsibility, but there wasn't.

The mattress she received was exactly the same as the hundreds being enjoyed by our customers across the country, in perfect condition; perfect thickness and size.

Perhaps she fell victim to the economy and after placing her order with us, found herself in financial difficulty or maybe she just had a case of buyer's remorse.

Whatever reason she had for wanting to return her purchase, we were more than accommodating. We manufactured and shipped the specific products that she requested and accepted them back and did not charge her a standard restocking fee.

We went beyond anyone's reasonable expectation and still this customer was dissatisfied because we refused to reimburse the affiliated freight costs, which are a third-party service billed to us.

Twenty years of providing quality merchandise has granted us with the ability to proudly and honestly say that our record of customer satisfaction is outstanding. Our customers are treated with dignity, respect and courtesy; the same way we like to be treated.

Cozy Caress from Cozy Pure Organic Mattresses in Norfolk VA

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Cozy Caress from Cozy Pure Organic Mattresses in Norfolk VA