Internal Use Only
XPO Freight Contacts
Account Manager: Natalie Allen [email protected]. Rock Farm Freight Contacts. Vice President of Solutions:. [email protected]. 815 573 0186. Director Of Solution Services:. [email protected]. 563 559 7185. Senior Manager of C
Retention and Comfort Exchanges
RETENTION/COMFORT EXCHANGE. This document is to be referred to when a customer is asking about returning or not comfortable in their current mattress. Empathize with the customer, but keep things positive. Here are few example phrases that keep you i
Overnight Shipping Request Procedure
When requesting an overnight shipment follow these steps.
American National Contacts
Main number: 951 273 7888. Pam Thieme: [email protected] x1010. Karen Galloway: [email protected] x1008. Bernadette Kovack: [email protected] x1003
Vendor Contact List
Malouf:. 800 517 7179. Chili:. 877 235 6271. Dream Fit:. 256 734 3937. [email protected]. Reverie:. 716 951 7965 (Internal use only). 800 973 8374 (customer line). Base Warranties:. [email protected]. Accessory Orders:. [email protected]
Personal Comfort Return Address
Mattress Returns. American National / Kansas City, MO. Contact: Schonn Sudduth. 4400 N.W. 41st Street. Suite 200 - Docks 32-34. Riverside, MO 64150. Phone: 816-506-7640. Email: [email protected]. Pump Repairs. Americal National. Contact: Lorena.
Manna Contact Procedure
Manna Contact Procedure. First, contact Team 1 at [email protected]. No answer within 4 hours: Email Paula Wendel at [email protected]. No answer: Email Chris Heilman [email protected]. No answer: Email Yared
Mattress Swaps
If a customer wants to swap their mattress for another mattress of a different configuration (Ex. changing a queen to a king or a split mattress to a standard), the new mattress will become a final sale item. You must inform the customer and ask if t
Order Status Definitions
Pending (Pending financing, layaway, waiting for check): We are waiting for payment before we can invoice the order. Awaiting Fulfillment: Order is paid in full and is in the process of being sent to vendors. In process: Order has been confirmed by
Reverie Base Model Conversion
In the case that Reverie does not have the Personal Comfort branded bases in stock, they may send out their own bases. These models are the same, with one exception, reverie has to add the Bluetooth module to their base, the customer will need to plu
Returns (RMA Process)
Note: Final sale items (sheets, pillows, bases, etc) would require manager approval to return and have a restocking fee of 25% of the items retail price. Mattresses. Note: There is always a restock fee of 149.99 on the classic series. Note 2: All ret
Trial Period Info
The customer is encouraged to sleep on the mattress for 45 nights to avoid a restocking fee of 149.99 or 25% depending on which mattress line it is(this is not a hard-line policy and should not be treated as such, depending on the circumstances it ma
Comfort Issues
When a customer is feeling as if they are not as comfortable as they should be, there are two elements you need to explore, their sleep setting and the comfort layers. The sleep setting is what provides the customer with support and holds their bodie
Pump Issues
Diagnosing pump issues:. Pump sounds as if it's but not pumping air:. 1. Check the cords and ensure that there are no restrictions (Kinks, pinches, compressed under furniture..etc). Correct any obstructions and check to ensure the airflow is restore
Controller Issues
Diagnosing controller issues:. Display not showing:. 1. Disconnect the controller from the pump and plug it in on the other side. If the controller is still not functioning properly, it will need to be replaced. If the controller functions no