Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Juno mattress (owned by Goodmorning.com) in 2021. I LOVED the mattress, up until mid 2024 when the mattress was an absolute rock. Contacting Juno at that time yielded no results. I ended up posting a negative review on Reddit, which then a *** on their ended up providing me a "good will" refund. This is important, as at no point in time was I advised this was a RETURN under any policy. If anything, it should have constituted a warranty ***lacement/refund. Anyway, I took the refund, returned the mattress. I decided to buy another Juno mattress in mid November 2024. Against my better judgement, o But I needed something for the holidays, and they have quick shipping.I know that foam mattresses need to be broken in a bit. But as of today, the mattress is even harder than the original mattress I had! So, I reached out to Juno. I asked them if I would exchange it for another mattress (not refund, just exchange), because I think its defective or something isnt right. They respond back with the typical "it needs time to adjust" and "buy a topper from us". So then I ask them to just start the return process, as I just want to get this over with. They advise me that they cannot do this as I already returned a previous mattress. I told them that the mattress they previously took back was a defect, and should not count towards their return, to which they disagreed.Had a lot of back and forth and sent them everything they asked for for a warranty claim - which they denied. It's unreasonable that a warranty return - due to a bad product - should count towards a regular return/exchange. I wasn't even asking for money back - just an exchange for a non-defectivr mattress. They keep spewing "it just takes time" - well, it's been two months since my last argument with them and it's hard as a rock still. Buyers beware that this company is very unethical and will not stand by their products or warranty.

  

  Business Response

  Date: 10/03/2025

  Hi ********, we want to clarify some misunderstandings regarding your mattress concerns.

  With your first Juno mattress, you were offered the option to return your mattress for a refund in early November 2024, which is separate from warranty coverage. Returns are not permitted under warranty claims; only replacements or repairs are covered. This is why you did not receive another sleep trial with your second Juno mattress purchased in mid-November 2024, as you had already returned a Juno mattress once. Please note that Juno reserves the right to deny a new trial if a previous product has been returned, as we offer one trial per household across GoodMorning.com brands. This return policy information is readily available on our websites.

  We hope this explanation provided some more clarification. We understand this may not have been the outcome you were hoping for. However, if you're still experiencing discomfort with your Juno mattress, we encourage you to explore the recommendations provided by our customer care team to help improve your sleep experience.

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 23042480
  
  I am rejecting this response because:

  Ultimately, the product I received is defective. For anyone who reads this - you will likely get a defective product and Juno (Good ***********) will not provide warranty support. 

  I provided photos to show a comparison between my wife's mattress and my own. Hers is fine - dare I say it's in good shape - but mine is clearly defective. It's pretty clearly defective too, as it's like sleeping on a rock, versus hers that is nice and soft and has been since day one. 

  As for the sleep trial - it's a shame as Juno didn't express to me that a return under a warranty claim (aka, the mattress was clearly defective) voids a future sleep trial. I was never told this. 

  I learned a mistake - but if a company is so h*** bent on avoiding good customer service to save $500 - then so be it. Anyone looking for a Juno mattress should look elsewhere and, as is seen in these transcripts, it's pretty clear Juno has zero after sales support. 

  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 18/03/2025

  Hi ********,
  
  We want to clarify that you received a one-time out-of-trial return for your first Juno mattress as a courtesy from our team. This was separate from a warranty claim, as your original request did not meet the eligibility requirements outlined in the Juno warranty policy, which is readily available to all customers on our websites. Our customer care team provided this exception as part of our commitment to customer satisfaction.
  
  We recognize that you are not fully satisfied with the solutions provided so far. At Juno and all GoodMorning.com brands, we truly value our customers experiences, and we want to ensure we address your concerns. A senior team member will be reaching out to you directly to discuss this further.
  
  We appreciate your patience and understanding. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress in 2019. The company advertised a ** year warranty.This year we noticed significant sagging on either side of the bed and a hump in the middle.I made a warranty complaint. The company acknowledged the issues but said they no longer made my mattress.They offered to replace my mattress with a lesser quality mattress and refused to replace it with the higher quality mattress. The biggest difference between what I had purchased originally and what they have now is the size. My mattress is a medium plush firm ** mattress with a * inch pillow top. The one they are offering is **** and it is a **** pillow top. The sole reason I bought this mattress was for the ultra plush pillow top. If I have to accept the mattress they are offering I will have to buy a new headboard, new sheets and it will substantially more firm then what I can sleep on.The company refuses to offer the more comparable mattress because they say its more expensive.

  

  Business Response

  Date: 07/03/2025

  Thank you for bringing this to our attention. We're sorry to hear that your Medium-Plush mattress is no longer meeting your expectations.
  
  After reviewing your order, we see that our team has offered a replacement Logan & Cove Frontier mattress, which is ***" shorter than your original one. We understand that this is a concern for you. Hence, we have escalated this case to a senior team member so that your warranty claim can be re-assessed, so that they can provide you with the best solution possible. They will be in touch with you directly regarding this.
  
  We appreciate your patience and understanding.
  

  Customer Answer

  Date: 08/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******-*****

• Initial Complaint

  Date:15/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB team:I am writing to express my significant dissatisfaction with the series of events regarding my mattress purchases and subsequent issues with support and warranty from Logan and ******* December 2021, I purchased my first ***** size mattress for $******** followed by an adjustable base in January 2022. Unfortunately, the pillow top material of the initial mattress separated from the foam, causing uncomfortable bunching when I slept. When I reported the issue, I was disconcertingly blamed for tossing and turning, leading to the problem.The company offered me a one-time mattress exchange, making it seem like a favor. However, the replacement mattress was * inches shorter than the frame. The third mattress was delivered without notifying me in advance, resulting in me having to locate and move it by myself within my apartment complexan exhausting task for someone of my age, **, requiring a two-person crew to manage normally. This unfortunate situation caused me significant back and body pain.Currently, the third mattress is exhibiting defects, with all four corners curling between 1 inches up to 3 inches. I have photographs that clearly showcase the issues with the mattresss craftsmanship.Given that ***** and **** prides itself as one of the leading mattress companies in ******, promising a **-year warranty, I am disheartened by the continuous challenges I face. Their team seems to find ways to skirt warranty terms, requiring me to measure and justify the product's defects repeatedly.I request intervention to resolve the persistent issues with my mattress. I would like my money back. I believe It's important that this company upholds the promise of quality and customer satisfactionmoreover, a respectful and dignified service to those who trust their brand.Sincerely ***** ****

  

  Business Response

  Date: 15/01/2025

  Hi *****,
  
  Thank you for reaching out and bringing your frustrations to our attention. We sincerely apologize that our mattresses seem to have missed the **** on multiple occasions. As we hope is evident by our team's replacement of your first two mattresses, we take customer feedback to heart and aim to do everything we can to provide quality products and service the first time around, and satisfactory resolutions when something goes awry. 
  
  The edges of our mattress's curling is not a case we've often seen, but we understand that it lessens your experience on the mattress. Our team reached out to you to receive further documentation of your mattress, as it is a fixed part of our warranty claim process. Please rest assured that it is not designed to inconvenience you in any way; instead, it allows our team to do their due diligence as we are an online-only operation and rely on these photos for mattress assessment. 
  
  Helping people get great sleep is our passion, so our care team will follow up with you shortly, as they never heard back from you regarding your most recent claim. We look forward to resolving this situation for you. 

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Juno mattress which was delivered on August **. JUNO offers a *** night sleep trial - it is prominently advertised on their website - so on December ** I initiated a return. I received * emails on December **. The 1st said they were having trouble finding a charity partner to take the mattress, & the *** informing me they could not give me a refund because their policy is that only one sleep trial is permitted across "all their brands" and I had previously bought a Douglas mattress and returned it in July. I responded via email saying I had no idea Juno and Douglas are the same brand. No, they are 2 different brands with different websites CLEARLY & PURPOSEFULLY marketed that way with NO mention of the fact that these are the same! They have separate & different websites, with different products, different sleep trials, & different details. EVERYTHING IS DIFFERENT. At the very bottom of the website it has the goodmorning.com details - at the VERY bottom. But as a customer who has already purchased & returned a Douglas mattress, I'm no longer looking at their website so how am I supposed to know that ********************************************* are the same?! They offer a TONNE of information on their products and sleep trials - LONG pages of information - on which it is said over and over & over again that you are buying a JUNO mattress. They NEVER mention that you are in fact purchasing a Goodmorning mattress, & NOT a Juno mattress. Even under the Sleep Trial page - ************************************************** - they make ZERO mention to the fact that this mattress is a Goodmorning.com mattress & not a Juno mattress. They also do not mention anything about being Goodmorning, same as Douglas, nor do they link to their official Return Policy. Everything is marketed as being JUNO. In the very fine print of their return policy they mention that ********************************************* are goodmorning brands, but they purposely & maliciously omit this information on ALL of their marketing to deceive their customers.

  

  Business Response

  Date: 02/01/2025

  Hi, there. We are sorry to hear about this confusion, and that our return policy was not made as clear as it could've been. We have escalated you to a senior member of our team, who will reach out to you soon with a solution. We appreciate your patience in the meantime. 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: ********
  
  I am rejecting this response because nothing has been done. I have not received a refund nor has a senior member reached out. The mattress has been ready for pick up in my apartment for *** weeks now and I expect a refund. I am not to blame nor should I be penalised for the predatory marketing practices of this company. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/01/2025

  Hi, Salla. We apologize deeply that it took a couple of days for our support team to get back to you. ******** told us she was able to get in touch, and that our team was able to provide a satisfactory resolution.

  We apologize again that our brand structure was not made more clear to you ahead of your purchase. We've approved the return of your Juno mattress, and our team is reviewing your feedback so we can better ourselves as a company going forward. 

  We appreciate your honesty and the opportunity to make things right. We hope you find a sleep solution that works perfectly for you. 

  Customer Answer

  Date: 09/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:26/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August ** I place an order for a Juno mattress and duvet. A free gift was included with my order. I received a confirmation of the order once placed. Upon checking my order status I notice that the mattress, the whole reason for the order, was back ordered. Prior to this there was no suggestion that this item was not in stock. The next morning I checked my credit card and saw the amount for the entire order had been charged. The two other items in the order were pending shipping, with the free with order items being shipped immediately. The *** item which was a duvet had a delivery timeline of * days. I continued to monitor the mattress order and noticed that the delivery date had been pushed out further than originally indicated. I contacted customer service and inquired on * different occasion about what was happening. I received * different explanations for the delay (one was they were moving warehouses and the other that the materials were delayed) but ultimately decided to proceed with my order. After 5 business days the free gift arrived and the duvet order was updated with a further delay. I contacted customer service again as I had a timeline to meet for university. After determining the mattress would not arrive I decided to cancel the mattress but keep the duvet which was schedule to arrive the next day. I provided the info that was needed to send the free gift back and awaited my duvet. As of today, I have been charged for the entire order, the duvet was cancelled by the company in error and I have paid for all of these items but received nothing. I cannot get a refund due to the company not having provided me with a shipping label, which therefore means they havent gotten their free gift back. So I have paid $*** for nothing. **************** is terrible and despite doing absolutely nothing wrong other than trusting this company, I am out $*** and cannot get a shipping label nor a refund from this company.

  

  Business Response

  Date: 27/08/2024

  Hi ***** ****, we're sorry to hear that your order didn't arrive as quickly as you would have hoped.  We do our best to display each product's shipping and transit times on our website so customers know when they can anticipate receiving the items they ordered. We apologize if this information wasn't made readily available to you and for the inconvenience this caused.
  
  While our mattresses are being transported from our manufacturing team to our fulfillment center, our system may flag the item or order as "back-ordered" rather than "processing" or "pending shipping," this is something our team is looking to rectify. We regret the confusion this has caused and empathize with your frustrations.
  
  A senior customer care team member attempted to contact you today by phone. Unfortunately, she could not reach you, so she left a voicemail and sent a follow-up email.
  
  Our team is working diligently to have our courier partner pick up the order items you no longer wish to keep as soon as possible. We have requested that your refund for your mattress order be processed. Our courier partner will bring a shipping label when they retrieve the parcel. 
  
  Our senior team member will try to contact you again as soon as possible. We apologize that your experience with us hasn't met your expectations, and we appreciate the opportunity to make things right for you.

  Customer Answer

  Date: 28/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****************************

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6, 2023 I placed an order with Douglas mattress (Goodmorning is their parent company) My order should have been for one summit mattress Queen (1,299.00 + tax 194.53) and one podium adjustable bed frame Queen (976.65 + tax 156.25). When I received the invoice the total amount was of $4,109.95.
  On the invoice were the following charges:
  *two mattress
  *two comfort sleep bundle (should have been free with the purchase of the mattress)
  *one bed frame
  I called Douglas immediately and advised them that my order was for one mattress and not two and that they also charged me for the comfort sleep package. They apologized and told me they would refund the extra mattress and would remove the charges for the comfort sleep bundle. They mentioned that it would take up to five business days for my refund to appear on my **** card. I received the refund in the amount of $2,616.43. My mattress was received as well as the podium. However, the podium was too heavy to bring up the stairs. I called Douglas and mentioned that I was returning the podium. The sent me an email in which they mentioned what needed to be done for the pick up. Pick up went well. However, they never refunded me for the podium instead they charged my credit card. After calling Douglas and speaking with the sales rep she told me that that they had already refunded me and that there was nothing else they could do. I was refunded the overcharge but never refunded the podium. I called ****** **** on September 21, 2023, and spoke with ****** (not sure if she's with dispute or fraud) and asked that the charge be disputed. I was told to send all my invoices and information to credit disputes as fast as I could, which I did and that it would take a while but that they would get back to me. I decided to call the bank yesterday, November 30, 2023, because I had not heard back from them. Now the bank says that it's too late too escalate the refund.

  

  Business Response

  Date: 02/12/2023

  Hi ***, we're truly sorry to learn about the challenges you've faced. We sincerely appreciate that you brought this issue to our attention, and we want you to know that we take it seriously.
  

  Our team has been informed of your experience and one of our customer care specialists has already spoken with you on the phone to discuss the matter in greater detail. They have also sent you a follow-up email outlining the next steps we will be taking to address this issue as quickly as possible.
  

  
  We realize that this situation has been far from ideal, and we deeply regret that we were unable to provide you with the necessary information earlier to resolve this matter. We share your confusion surrounding the charges, but please know that we are doing everything we can to provide you with the answers you need.
  

  Again, thank you for bringing this to our attention and for your patience throughout this process.

  Customer Answer

  Date: 05/12/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20943610, and find that this resolution is satisfactory to me. Even though the results were positive, it should not of taken so long for this company to return my money. But I am so happy that this issue is finally resolved.  Thank you, *** for your help! 
  
  
  
  Sincerely,
  
  *** *******
  

• Initial Complaint

  Date:15/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two Douglas mattresses on July 26, 2023. One was delivered on July 28. The box was damaged, so I peeked inside to see if the mattress was okay. The plastic wrap on the mattress had not been ripped, but when I looked at it, I saw a bug (!). As I took a photo of it, the bug moved. I contacted Douglas right away (live chat) and they agreed to cancel the other mattress delivery, pick up the first one, and give me a refund.
  
  I have now (August 15) had 10 emails back and forth with them. They asked for pictures, I sent the pictures. I didn't get a reply, so I followed up. They sent the second mattress. They asked for other pictures, I sent the pictures. I didn't get a reply, so I followed up. They told me that ***** would pick up the mattresses on August 11. ***** picked up one mattress and left the other. I emailed about this but got no reply. It is now August 15 and I still have one mattress and no replies to my emails. Their website says that they will pick up mattresses being returned within 2 days usually, maybe up to 10 days. It's been 3 weeks. There was a live bug inside the plastic around the mattress.
  
  The Ticket they assigned is ********.
  
  I am starting to panic about getting my $2000 refunded.

  

  Business Response

  Date: 16/08/2023

  Hello *****, we are truly sorry for the difficulties you faced with the delivery and mattresses. We understand how frustrating it can be to encounter such problems and we want to make things right for you as soon as possible. Our team has been working tirelessly to handle the increased inquiries and we apologize for any delay in our response. Please rest assured that you will receive your refund and a senior member of our team will reach out to you shortly to ensure that everything is taken care of to your satisfaction. Thank you for your patience and understanding.

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: 20475764
  
  
  
  I am rejecting this response because: I don’t understand this process - they haven’t done anything but tell me that they will do things in the future. That’s the whole problem - they’re not doing what they say they will do. The complaint won’t be resolved until they refund me and pick up the mattress. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 17/08/2023

  Hi, *****. On August 16th, a team member contacted you and we have processed a full refund to your payment method. Our team is working hard to arrange a pick-up for your mattress. You will receive a follow-up call shortly to address any questions or concerns.

  Customer Answer

  Date: 18/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20475764, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pricing on website was $1,728.48 (shipping and taxes) included but I was charged $2,298.35 on my credit card. I contacted business this morning and they said they have cancelled order and issued full credit (which I will supposedly see in 1 to 5 business days) but they haven't committed to respect their online pricing for what I ordered. What I would like to see is them respecting their online pricing, sending me the ordered items and respecting their $1,728.49 by sending me credit for the difference between $2,298.35 and $1,728.48.

  

  Business Response

  Date: 08/08/2023

  Hi, ******. We strive to provide our customers with a seamless shopping experience, and we apologize that yours has not been. There was an error in our system that charged you for your free comfort sleep bundle. This isn't typical of our systems, and we apologize for this mistake. 
  
  The customer care team member you spoke with about the billing error cancelled your order and requested that you be refunded in full. Unfortunately, we cannot reverse the request once an order has been cancelled. We apologize for the inconvenience this has caused, and the agent will be followed up with. 
  

  A senior team member will contact you shortly to make things right. We sincerely apologize for your shopping experience and look forward to the opportunity to improve your experience.
  

  
  

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: 20436385
  
  
  
  I am rejecting this response because:

  I'm not too sure what is the status as of today so that's why I'm rejecting for now and to establish where we are and as we have 10 business days to respond to these. ******* from customer service called me and confirmed that I would receive reimbursement for the extra costs they had incorrectly charged to my **** card. I thought we had talked this through and she confirmed that she would try her best to get me expedited delivery. I also asked if there would be any further compensation for these troubles and mishandling of my file but never received a response. I've now received 2 credits on my **** card today so I'm not sure what this means...? Is this compensation offered and delievry will follow? I just don't know as I've gotten no response from my last email communication from them. So, as this point, I'm just asking for clarification as I'm still waiting for the King mattress I ordered and I wish to receive it as my son as already left with our other bed so we're kind of in limbo right now and I need to know what is the status. Thanks!

  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 11/08/2023

  Hi ******, 
  
  We are truly sorry for any confusion that may have occurred with your order. We understand the inconvenience caused by the incorrect billing for your free comfort sleep bundle, and we want to assure you that your previous order has been fully refunded. We've placed a new mattress order at no cost to you, and it is currently in production.
  
  A senior member has reached out to you to provide more information. We understand you're eager to receive your new mattress, and our team is working hard to ensure your replacement mattress is shipped out to you as soon as possible. We understand that miscommunication can be frustrating, and we apologize for any inconvenience caused.

  Customer Answer

  Date: 18/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20436385, and I'm super happy with them recognizing the mishandling of my order and coming through big time with very generous compensation. It was more than I could have ever hoped for and they have restored my faith that ***** * **** ***************** is a serious company which takes customer service seriously. Thanks to their management team for stepping up, I'm very grateful. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:13/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from ****. After checking tracking it shows it was delivered I reached out because the photo the delivery service had taken was not my address. **** told me they would investigate and have ***** investigate as well just couldn't provide a timeframe of how long it would take. With that being said, I ended up purchasing a mattress from Ikea as my wife and I had nothing to sleep on. (we just moved into this house) **** ended up sending a replacement but before it was sent I asked the agent if they could simply refund as we had to purchase a mattress from ikea due to the inconvenience and explained the situation. She advised me via chat that I would either need to refuse the delivery of the replacement or just chat with an agent to get a return label to send the replacement back. Today I contacted **** (***************) and they advised me I couldn't return the product because it was a replacement and that I couldn't return it. No where on the website does it mention I cant return it actually states they have a 120 day return policy and now I'm being refused my right to return a product and refund a product I don't want or need.

  

  Business Response

  Date: 14/04/2023

  Hi, ******.
  
  We're sorry to hear about your shopping experience with ****. As we ship our mattresses using third-party couriers, our courier partners thoroughly investigate any delivery disputes we receive. 
  
  After investigating, ***** concluded that their driver delivered the package to the address on the shipping label. This doesn't mean another situation may have happened outside of *****'s control. Although our customer care team is not authorized to provide direct refunds for delivery disputes, they can ship out replacements, or customers can file a chargeback on their credit card. We regret if these two options didn't align with your expectations and the inconvenience they caused.
  
  We've escalated your feedback to the appropriate party to be thoroughly reviewed so we can continue to improve our service. We see that your replacement mattress has been delivered, and our customer care team will contact you shortly. Our customer care team is happy to arrange a ground call tag and have ***** pick up the package on Monday, or they can provide a shipping label so you may take the parcel to a ***** shipping centre. Once the mattress has been redirected, we'll provide a full refund to the original payment method. 
  
  

  Customer Answer

  Date: 14/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19933756, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****