They even sent a link to a modified return policy located at a different domain in an attempt to change the terms I agreed to when I purchased the product. 2022, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. Both attached. International Association of Better Business Bureaus. It came almost 3 weeks later. BBB Business Profiles generally cover a three-year reporting period. Customer Reviews are not used in the calculation of BBB Rating, of those, 99 complaints were closed in last 12 months. (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com. All rights reserved. All the best, Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com. What happened? I said this was unacceptable and that I was going to return them both. However, you have the option to keep your order for a 50% refund if you wish to do away with the hassle and the cost of returning your item/s. Now they are telling me I have to pay to ship them back and also a 15% restock fee. I checked with the Post Office and they didn't have it. I would have to pay to return the pillows which would have cost me over half of what I was charged for them.overall I would lose 75% of my money.this is highway robbery! This is mistake, please make a correction before I receive the product, Father's Day 20% offer was not applied at checkout. First,I am being charged for $200.00 instead of $100.00. Sutera Dispute Resolution 949-561-1019 support@sleepsutera.com. To do this, please reach out to your bank/credit card company to inform them that you no longer want to dispute this transaction. Before I take any further action, can you please provide a written statement committing to providing shipping labels at no cost to me, a full refund, and no additional fees? All the best, Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com. Pissed Consumer 2022 All Hi Jeffrey, Please be informed that the charge on your account was only $116.54 for 2 Sutera Pillows that were placed online, you can contact your Financial Institution for further verification. Kindly respond with your decision and email support@sleepsutera.com as soon as possible to process your request. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Greetings Traci! I called to have them send me an RMA label to ship one back.they refused to do this,insisted I ordered 2 instead of 1. You can keep or dispose the unit. After contacting Sutera a few days later, a rep. explained the manufacturing process. Please advise sutera that I will accept their offer to receive a 50% refund without returning the pillows,less 15% restocking fee. Rights Reserved, You Are About to Contact PissedConsumer.com, I ordered only one bath stone, but I was charged for 3. Please advise them to rethink their response. (The consumer indicated he/she DID NOT accept the response from the business.) Hi Jeffrey, The 50% refund was already processed last 05/23/21, for further verification, you can contact your Financial Institution Thank you for your patience in regard to this matter. One 30 minute call, 11 emails and several Sutera lies later, I still don't have free shipping labels. Greetings Jeffrey! What can we help you with. I ordered a pillow from Sutera on 4.12.21; order #S2259622. Note that complaint text that is displayed might not represent all complaints filed with BBB some consumers may elect to not publish the details of their complaints, some complaints may not meet BBBs standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. Do you have something to say about Sutera? Thank you. I was informed any chemical smell still remaining is not from the 'natural gassing' process. ComplaintsComplaints for SuteraPillowsView Business profile. To process the refund, follow the instruction given or email support@sleepsutera.com. Our sincerest apologies for the inconvenience. Companies are selected automatically by the algorithm. We would like to help and process the refund as quickly as possible. A company's rating is calculated using a mathematical algorithm that evaluates the information in your profile. Unless I get a RMA return label I will not pay this outrageous shipping charge. I purchased one sutera pillow which was to be delivered in 3to5 days. The modified policy references Gadget Web LL, not Sutera LLC. Purchase Date: 4/2/2021 $141.51 total ($62.21 & $79.30) Dispute: 4 pillows arrived with a strong chemical smell. Let us know your decision. The algorithm is subject to change in future. How is that free? 30 days later & the pillows still smell. Never have I dealt with such an untrustworthy company. Hi Sutera, Previously I received a similar response with the promise of free return shipping, and no additional fees. (The consumer indicated he/she DID NOT accept the response from the business.) They told me that the pillow was delivered on April 30th, to my mailbox. They informed me that they would charge me a 25% restocking fee and would not issue a return label. We would like to offer a reshipment of the items you never receive. They will NOT refund my money even though I never got the pillow. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. Pros: To return your item for a refund (less 15% restocking fee), please write your order #********** on the outside of the package and send it to the following address: Returns 2695 Customhouse Court San Diego, CA 92154 Once your package is on its way, please send us an email with the corresponding tracking information. Regarding your refund, 100% refund will be processed once your bank/credit card company have confirmed with our merchant processor that there is no longer a dispute, please email us at support@sleepsutera.com, and we will be able to process your refund within 3-5 business days. By that statement alone, this product is defective. Hi Shery, Please accept our sincerest apologies for the inconvenience this has caused. Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com, (The consumer indicated he/she ACCEPTED the response from the business.). Please let us know if there is anything else we can assist you with at this time. Please let us know if there is anything else we can assist you with at this time. The normal process for a dispute takes over 60 days to settle, and there is a chance that the dispute will fall in our favor. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Hi Kelly! Sutera will not honor their posted defective warranty policy to waive restocking fees & provide free Shipping labels. I checked with neighbors and no one had the pillow. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. This is still unacceptable. Once they have confirmed with our merchant processor that there is no longer a dispute, please email us back, and we will be able to process your refund within 3-5 business days. Thank you, Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com. Hi Kelly, For your convenience, there is no need to return the items. We have received your request for a refund. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. Well guide you through the process. Kindly let us know if you wish to take advantage of this offer instead. Kindly respond with your decision and email support@sleepsutera.com as soon as possible to process your request. I emailed the company to tell them I wanted to return them and they offered me a 10% discount and $50 credit for use in their store. BBB is here to help. BBB Business Profiles are subject to change at any time. We tried to process your refund, but we were unable to do so because of the dispute you made with your bank/credit card company. After your return is received and inspected, you will be getting a confirmation of the refund. We have received your request to return your item. Thank you, Sutera Dispute Resolution 1-949-561-1019 support@sleepsutera.com. The lavender smell does not smell like lavender but more like a chemical odor that is causing me to have migraines. Secondly, it means I am still liable for the cost of shipping the pkg Back which will cost me probably half of the cost of the initial double charge. BBB Business Profiles may not be reproduced for sales or promotional purposes. However, you have the option to keep your order for a 50% refund if you wish to do away with the hassle and the cost of returning your item/s. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. The algorithm parameters are: user's rating, number of resolved issues, number of company's responses etc. I ordered 2 pillows, they were supposed to smell like lavender and they were supposed to have a 30 day money back guarantee. Awful customer service, Really bad cutler service, Husband did not like it, Failed to provide tracking information, Sutera is ranked 114 out of 284 in Bed and Bath category. Kindly let us know if you wish to take advantage of this offer instead. As a matter of policy, BBB does not endorse any product, service or business. We have received your request to return your item. After your return is received and inspected, you will be getting a confirmation of the refund. To return your item for a refund (less 15% restocking fee), please write your order #S509640 on the outside of the package and send it to the following address: Returns 12510 MicroDrive MIRA LOMA, CA 91752 Once your package is on its way, please send an email to support@sleepsutera.com with the corresponding tracking information. Company accepts paypal, Ordering online is convenient, Cons: One rep. agreed to honor their defective product warranty, but never followed through with sending labels. The Sutera representative never followed through and sent the free shipping labels. They sent 2 pillows instead of one & charged me over $200.00,($100.00) each plus tax..I never opened the boxes containing the pillows. My order: Order #: ******* Your Order Will Appear as SleepSutera.com on your Bank Statement Your Billing Address: Traci L***** *************************************** Your Shipping Address: Traci L***** *************************************** Order Summary Product Quantity Price 2 Sutera Lavender Zen Pillows 1.0 $ 95.94 Sub Total: $ 95.94 Taxes: $ 9.69 Shipping: $ 0.0 Grand Total: $ 105.63 Sutera ********************************************************** Copyright; 2021;sleepsutera.com. Our sincerest apologies for the inconvenience. Please verify if this is your correct Shipping Address on file: **********************************************************.
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