Charles H.
Customer Support Laughing at my Financial Situation
Terry from customer support laughed at me when I asked him where my refund was asking me if this was all of my personal money? He did not answer my question as to where my refund was. I have already issued a complaint with the Better Business Bureau and I will not sleep until the world knows how this guy treated me. Look I might be annoying and sure that might make you guys laugh internally but regardless of whether I annoyed you or not or made a big fuss or not this guy still laughed at a customer and made me feel like shit about my personal finances. What information is it to Terry to find out if all of my funds are tied up in this Bed Jet? That was rude!!! I am a customer regardless!!!!!!!!! After I asked him to tell me what my entire refund would be he said "Ugh you're going to make me work now?" Please listen to the call if that's possible. I simply asked why my refund of $586.36 which only $21.40 was returned. Is this how you guys run your company? Is this how you speak to your customer? Really a sad interaction with you guys.
Response from BedjetMay 7, 2025
Thank you for sharing your concerns. I’m sorry the refund process felt so frustrating—our aim is always to make things clear. During your call and in the follow‑up emails, our team explained that all four refunds were released on the same day and that each credit would appear as your bank processed it. Because the orders were separate (four total), payment‑processor rules require one refund per transaction. Most banks post those credits within one to three business days, but the exact timing is entirely up to them. When we provided this information, you indicated it was unacceptable, and the discussion became focused on challenging the timeline and information being provided by our team. I have reviewed the call closely. The comment “You’re going to make me work now” was intended as light humor while the agent pulled up your records; the question about whether you had received “all of the money” was simply to confirm the total refund amount matched your payments. I recognize how those comments may have come across, and I’ve already coached the team to choose their words more carefully in situations like this. In the fifteen minutes before we spoke, our system logged four emails—each opening with the accusation that we were withholding your refunds—and three call attempts. Because our agents were busy with other customers, you experienced a brief hold. When the call connected, you said you had been waiting “for hours,” even though the first call had come in only fifteen minutes earlier. Given the accusatory tone already established by the emails and the immediate tension at the start of the call, the agent’s nervous laugh and informal manner were an understandable, if imperfect, human response. We’re genuinely sorry this interaction unfolded the way it did, and we appreciate your candid feedback—it helps us improve. If you’d like to talk further or have any lingering concerns, please don’t hesitate to reach out to me directly at [email protected]. -Tim, Director of Customer Experience