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Sutera complaints

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145 East Columbine Avenue
Santa Ana, CA 92707-4401 | Get Directions

(844) 200-8925

http://www.sleepsutera.com

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Total Amount in Dispute:
$64.00

Total Amount Settled:
$64.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Sutera closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Sutera

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6/15/2023

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $63.57 Amount Settled: $63.57

Customer Complaint

6/1/2023

Had this product for about a week and then proceeded to return it. After 6-7 emails with them asking me the repeating question of why I wanted to return it, they said they would refund the money...after I sent them some kind of number off the shipping packaging! Literally the box it was mailed it? Because the pillow came wrapped-up in a cloth bag without this infamous "Batch Number". I have also contacted the BBB because they are frauds! If your happy with the pillow-great. But forget the 100 guarantee. NOT GOING TO HAPPEN. Resolution Sought Refund my money.

Company Response

6/2/2023

Thank you for your inquiry. We're sorry that we've not met your expectations. Our records show you were refunded on March 17, 2023 and an email was sent to this email address confirming the refund of $63.57

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