Bests & Worsts Reviews from Amazon

I bought the full-size Shiki Futon mattress with a custom purple cover. It arrived quickly and in excellent condition. I came home from work one day, and there it was, waiting in a large box in my foyer. All I had to do was take the mattress out of the box, slip the cover on, and move it onto the bed. I thought it would be heavy, but I only needed one other person to help me. The mattress feels firm, so be prepared if you are used to softer mattresses. Although my first transaction with J-Life was smooth, the second one was pretty upsetting. I ordered a second mattress, and, unlike the first time, J-Life told UPS (without my knowledge and without saying so in the fine print of the delivery confirmation) to obtain an in-person signature confirmation. After the first delivery attempt, I signed the slip along with a written note of consent to UPS saying that they could leave it at the door. Since I work full time, I was not able to sit at home all day to wait for the package to arrive. After the second attempt, the UPS deliveryman left a note saying that my signature and consent did not suffice; at the seller's request, I had to sign in person. The end of the story is that I never received my package, and UPS shipped it back to J-Life, charging J-Life an $82 return fee. I wrote to J-Life describing the situation and asking if we could treat the situation like a product return. J-Life responded quickly, saying that they would investigate the issue. I wrote two follow-up emails over the next two weeks asking about the status of my return. Unfortunately, I never heard another word from then, so I finally called the company, requesting a phone call from a customer service representative. The good news is that they got back to me the very next morning. The first woman I talked to was very responsive, sympathetic and understanding. She also gave me the precise amount that J-Life had refunded to me, the refund date, and the breakdown for the refund amount. I said everything sounded good, that I was happy to pay the restocking fee, but that it would help me a lot to get a refund on the return shipping fee, since I never received the product--nor was it my fault. After some discussion, during which she listened carefully but articulated how J-Life did not feel at fault either, I offered to split the difference. Since she was new on the job, she said she didn't have the authority to issue me a partial refund, but she would have her manager call me back as soon as possible that day. The manager called me immediately. Big plus! But she was very rude, often cutting off my sentences, raising her voice, telling me that I should have made more of an effort to collect my package (I communicated with UPS multiple times, and as a student, I don't have a car and was not able to drive to a warehouse to pick up the box). After hearing her side of things, I felt more inclined to agree that J-Life did indeed send the product to me in good faith, but I pointed out that the only flaw that created this confusion was their failure to communicate to me from the outset that they would require an in-person signature. Even when I had accepted that she was not going to grant me a refund, partial refund, or even store credit, she kept yelling at me: "We are not going to do this for you! Nobody here is going to give you refund! I'm absolutely won't do it! We paid for it, and we're not giving you a gift!" The strangest thing the manager said to me was: "I'm sorry, I really wish I could give people their money back, but if I did that, then we'd go out of business." The truth is, I was a repeat customer asking for not all of my money back, but only $41 out of a $121.39 deduction. Because of that mere $41 and her rude, loud conduct on the phone, she just lost one more customer, plus all the people I would have told to buy from from J-Life based one my first (flawless, impressive) interaction with the company. She could even have offered me $82 in store credit, which I would have gladly used to buy more products from J-Life, and the company would have made hundreds more dollars that way. It is okay to say no, but there is no justification for being rude and antagonistic to a fellow human being.