This is an email correspondence that draws over several weeks.
Customer: “I would like to return this kids’ mattress. It was advertised as organic, but when I opened it, it had a label that said it was highly flammable!”
Me: “Oh, that sounds strange. Can you please send us a photograph of this label so that we can take it up with the manufacturer? This is supposed to be one of the safest mattresses on the market!”
We email the manufacturer, asking them if they have any idea what the customer is referring to.
Customer: “I threw the label away.”
Me: “The manufacturer says that there is no such label on the mattress.”
Customer: “Yes, there was; both my partner and I saw it, and we are highly-educated people so I think we know how to read!”
We get the manufacturer to send us all the labels and instruction manuals that come with the mattress.
Me: “Are you referring to this label that says, ‘This mattress is made from flame-retardant materials without additives.’?”
Customer: “You marketed this as an organic mattress, and if it is flammable it is not organic!”
Me: *Flabbergasted* “As stated earlier, it is not a flammable mattress. Of course, it will eventually catch fire if you put it on a flame, but this will take longer to catch fire than other mattresses. Furthermore, it is organic and certified as such, as stated in the description.”
Customer: “A product that contains chemicals can’t be organic! You are lying to me and I want to return this mattress!”
I really wanted to ask her if she would like an organic hay mattress, instead, but you know, that WOULD be highly flammable.
