|
|
|
Email Complaints about Fire Retardant from Land & Sky Mattresses |
|
|
 |
|
|
|
Sent: Monday, May 12, 2008 9:49 AM
To: Ginny - Ecobaby & Pure-Rest Organics; Customer Service
Subject: Synthetic material in zippered Sagittarius
Ginny & Dottie,
We did not open my parents' replacement mattresses right away because they are in the process of moving. I went over to set them up last night and there was a 9" flap of a synthetic material sewn to the edge of the top cover. The best I could tell, this was meant to tuck in between the inner layers and the side cover. What is this???? It is like a thick paper (1/16th inch thick) but it doesn't tear. It is not woven. It does not have an odor. I can only imagine that it has something to do with passing the fire safety tests. I am furious that I was not informed of this new design and am truly hoping that you are not aware of it. I have attached pictures for you to see. This material is not listed on the law label.
What other mattresses is this material in?
Needless to say, my parents are very upset and frustrated by Land & Sky's inability to get them the right mattress and foundation.
I have also attached pictures of the law labels for the zippered Sagittarius and the wood slat foundation because I am concerned about what they say.
The wood slat lists the following components: Natural cotton base cover, bonded pad and wood frame. The PureRest material is on the outside, so why doesn't it say organic cotton? Is the inner layer not organic? What is bonded pad? It doesn't sound natural.
Marny Turvill, M.D.
Healthy Green Goods
Evanston, IL
______________________________________________________________________________________
From: Marny Turvill
Sent: Thursday, July 10, 2008 5:32 PM
To: Ginny - Ecobaby & Pure-Rest Organics
Subject: FW: Morrison mattress
Ginny,
Please let me know if you reached Paul today on the progress of the Morrison replacement items that he promised would ship this week AND about the fate of the incorrect items that they were originally shipped.
You will recall that they originally received two twin Standard Sagittarius mattresses rather than the zippered model that was ordered. They also received two twin 8-inch foundations with a) bonded pad rather than wool batting in the cover and b) cheap muslin on the top and bottom, including unfinished and fraying edges on the bottom. They are willing to buy these two mattresses and foundations but only at a significant discount (far more than the 15% initially offered by Paul).
Please remind Paul as he is determining an appropriate discount that
a)Land and Sky first misplaced the Morrisons’ order for five weeks and never admitted this despite weekly or twice weekly inquiries from Dottie on the status of the order,
b)they sent the wrong items (both mattresses and foundations),
c)the foundations that they sent were not even organic,
d)the correct mattresses that they later sent were not organic because they had added (against product specifications) a flap of FlameBreaker inside the cover,
e)we have now been waiting six weeks for a replacement cover without the FlameBreaker and
f)we have now been waiting five weeks for replacement foundations.
This is beyond absurd! Given the number and magnitude of the errors in this case, the wholesale prices for these two mattresses and two foundations should be below Land and Sky’s cost by at least the amount they would have to pay for return shipping to retrieve the items. Also, the cost they consider for the foundations should be that of the NON-organic and poorly made foundations that were sent, not the high-end organic foundations that we ordered and paid for in February!
Thanks!!
Marny Turvill, M.D.
___________________________________________________________________________
From: Marny Turvill
Sent: Monday, June 30, 2008 2:25 PM
To: Customer Service
Cc: Ginny - Ecobaby & Pure-Rest Organics;
Subject: Hitchings mattress
Dottie,
As we discussed earlier today, please call Paul at Land and Sky to discuss the problems with the Johnson mattress. Here are the details:
HGG PO #790 from 4/5/08. PureRest Invoice #88068 – Full Zippered Sagittarius with Firm/Medium/Soft layers.
Shipped ~ 5/9/08 (well outside the promised 2-week lead time) and arrived to customer 5/13/08.
The customer had back pain on the mattress (history of back problems), but more significantly felt like she had been hit by a truck in the morning after sleeping on it. This did not resolve after a week of sleeping on the mattress. I then discovered that this mattress had a flap of FlameBreaker material and ordered a replacement cover on 5/19/08. They still have not received this replacement cover! When the customer cut the FlameBreaker flap out of the cover, the feeling of being hit by a truck went away, but she was still having back problems, so she went back to sleeping on her old mattress and felt fine in the morning. She then experimented with sleeping on her old mattress with the FlameBreaker material next to her, and she woke up without back pain but again feeling like she had been hit by a truck (stiff all over and very groggy). Clearly, she was reacting to the FlameBreaker material!
The customer did some experimenting with sleeping on different combinations of layers and was most comfortable sleeping on just the firm layer. Since 6/6/08, we have repeatedly inquired about the possibility of getting an extra firm layer for the Zippered Sagittarius but have never gotten an answer.
HERE IS WHAT WE NEED:
1.A replacement cover for a Full Zippered Sagittarius WITHOUT FlameBreaker or any non-wool flame retardant (as the original design specifies!)
2.An Extra-Firm (42-44 ILD) 3-inch Full layer AND a Firm 3-inch Full layer for the Zippered Sagittarius for them to try to determine which combination will best prevent her back pain. If the extra-firm is not available, then send two firm layers. These are being requested as part of the 30-day comfort guarantee on individual layers. The original request was made well within the 30-day period.
3.Due to the delays already endured by the customer in getting the mattress originally and now the replacement cover and replacement layers, the customer should NOT be charged any shipping costs for the replacement layers or the return of the original layers once they decide which layers will work to prevent her back pain.
4. The cover and the two replacement layers must be shipped no later than Monday 7/7/08, or the customer will return the mattress at Land and Sky’s expense due to unacceptable problem resolution.
Marny Turvill, M.D.
____________________________________________________________________________________________
From: Marny Turvill
Sent: Wednesday, July 16, 2008 10:36 AM
To: 'Paul James'
Subject: Johnson, Morrison and HGG orders
Paul,
Here is my understanding of the outcome of our conversation today. Please reply with confirmation that you agree or let me know where you differ. Thanks again for all of the time you spent helping me to understand the various mattress material issues.
Johnson
You will send
1. One Zippered Sagittarius Cover (fully organic), Full
2. One Zippered Sagittarius Layer, firmest Firm, Full
You will issue PureRest a 25% credit for the original Zippered Sagittarius Mattress, Full
These items will be made tomorrow (Thursday, 7/17/08) and shipped either 7/17/08 or 7/18/08.
Morrison
You will send
1. Two Zippered Sagittarius Covers (fully organic), Twin
2. Two 8-inch Wood Slat Foundations (fully organic), Twin
You will issue PureRest a 25% credit for the original two Standard Sagittarius Mattresses, Twin, and for the original two 8-inch Wood Slat Foundations.
These items will be made tomorrow (Thursday, 7/17/08) and shipped either 7/17/08 or 7/18/08.
Healthy Green Goods
You will send:
1. Zippered Sagittarius Layer (fully organic and upholstered), Firm, Twin
2. Zippered Sagittarius Layer (fully organic and upholstered), Medium, Twin
These were originally ordered with a 3-inch soft topper back in March and have been paid for. This was PureRest PO #9367 to you. We cancelled just the topper on 6/15/08 and have been issued a refund for that, but we have not received the two layers. Please look into this PO and see if these two layers can possibly be added to the other items being made for us tomorrow.
Thanks so much!
Marny Turvill, M.D.
_________________________________________________________________________________
From: Marny Turvill
Sent: Monday, August 04, 2008 1:17 PM
To: 'Paul James'
Cc: Customer Service; Ginny - Ecobaby & Pure-Rest Organics
Subject: Mattress follow-up
Paul,
I wanted to touch base with you about our various mattress issues now that you are back from your trade show. Below are my comments and questions. If you could please look for answers and then give me a call, I would very much appreciate it.
1.The second set of foundations and the replacement covers arrived to the Morrisons last week. The foundations are fine. The covers again have the FlameBreaker flap. I have to say that we are all dumbfounded by this! I would have thought, after all of the problems with this order, that you would have personally inspected these covers before they shipped. Obviously you don’t care. The Morrisons will be returning one set of covers to you immediately and the other once they have obtained a replacement from another vendor. Once you receive the second set, you should issue PureRest a full credit for the two twin zippered Sagittarius covers.
2.As far as Dottie can tell, you have not yet issued credits for either the Morrison or Johnson orders. She found one credit issued by you on 7/17/08 (your credit memo #71708), but does not know what this is for. It does not match either of the above amounts. Please look this up and let Dottie know what it is for.
3.If you have not already done so, please immediately issue PureRest the credit that we agreed on for the Morrisons order: 30% of two twin standard Sagittarius mattresses and 30% of two twin 8-inch wood slat foundations This credit should have been issued when we first agreed upon it, as it was not contingent on the return of any merchandise.
4.The Johnsons return items (the cover as well as the medium and soft layers for a full zippered Sagittarius) were received by Land and Sky on 7/30/08. If you have not already done so, please immediately issue PureRest the credit that we agreed on for the Johnsons order: one full zippered Sagittarius mattress less 50% of the firm layer that they have kept
5.A Twin Harmony mattress for my customer Evgeni Charakchiev (going to Wilmette, IL) was on Dottie’s list as having shipped on 7/30/08, but she could not find UPS or Bax tracking information. Can you please confirm that it has (or has not) shipped and get me the tracking number ASAP so that I can alert my customer?
6.I need to know if the Queen Zippered Sagittarius and 8-inch Wood Slat Foundation for my customer Kevin Wilson (PureRest PO #10102 from 7/16/08) has shipped yet.
7.Finally, I need an honest answer: Does the zippered Sagittarius mattress pass the fire safety testing without the FlameBreaker flap?
Thank you for your prompt attention to these issues.
Marny Turvill, M.D.
|
|
|
|
|
|
|
