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:12/02/2025

  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.

  Oct 3 2024 I bought a mattress from Haven mattress online. $699 plus taxes $838.34. I chose the 100 day trial.Mattress came to ********* QC folded in a box with a free bundle - sheets, mattress protector, 2 pillows. Nov. 12 2024 I emailed it was too hard & it has an incline/ bump on one side. Their reply it takes a while to settle in and since I had a 100 day trial I should give it a chance, rotate it. I emailed again Dec. He replied to put a quilt to help with the hardness as I may want to buy a topper. I tried it, Hardness issue solved, I bought their topper. The incline/hump issue on one side remained. I emailed again in January 7, 2025 issue is still there. He called me and asked what my weight is, I told him (under 190). He replied that I should consider upgrading to the hospitality mattress as I need something to accommodate my weight. Feeling embarrassed I said I may consider it. He informed me that now the 100 day trial is over and now it's the 10 year warranty which has different conditions. I sent him an email Jan 17th saying I would be interested if it was for $200 more as at this point I had already spent $200 more on the topper. I sent a screenshot of their current hospitality mattress on sale & said I would pay $200 more to get it.NOWHERE on website did it mention WEIGHT restrictions. So an average man or 2 people cannot sleep on that mattress? Again I email with a recap. They want a video of me rolling around on the bed. I sent video of me pointing to where the issues are. They say it is not defective. Last message was he will upgrade to an off market mattress with more springs that can accommodate my weight for $700 more. When I said he wasn't up front with me in Nov. & that he delayed me he said he would refund me $700 minus the $389.99 (for the free sheet bundle - that I did not choose.) My resolution choice: I would like a hospitality replacement for this defective mattress for $200 with a full warranty OR a full refund of $838.34.

  

  Business Response

  Date: 13/02/2025

  Hi *********
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and want to work collaboratively toward a resolution that meets your needs while ensuring fairness for both parties.
  
  We hear you.
  We understand how frustrating it can be when expectations arent met, and were committed to clarifying any misunderstandings and addressing the situation promptly. While were disappointed to hear about your experience, we appreciate the opportunity to improve.
  
  Next Steps for Resolution:
  
  Review & Investigation: To resolve this effectively, wed like to investigate your concerns thoroughly. Could you kindly provide additional details (e.g., specific issues encountered, or documentation) via email? This will help us expedite our review. As per standard warranty policies, The customer needs to provide evidence of a fault or material defect. The photos submitted did not meet that minimum standard. Thus manufacturing of goods warranties can not apply based solely on customer's opinion.
  
  Flexible Solutions: Depending on the outcome of our review, were open to discussing options such as replacement, credit toward something more to your comfort or other mutually agreeable terms.
  
  Respecting Your Preferences:
  We acknowledge your request to communicate solely via email, and well honor that. However, to avoid delays, we encourage you to respond promptly to our inquiries. If at any point youd prefer a call to streamline the process, were happy to accommodate. In our experience 100% email communications may imped timely progress of a solution for both sides.
  
  A Note on Policy:
  Looking at the notes on file. We feel confident that you were well researched on Haven's published 100-night trial and end dates on your order. Your initial comfort concern was fully addressed with a heavily subsidized ($325 comfort topper). Discounted below our cost to $175. Haven in the spirit of good will covered 100% shipping from our factory to you.
  
  Your order took advantage of the 50% off How to Host mattress being offered on promo when purchased in a bundle.
  Here as a review is the product description form the website page where you ordered.
  Bundle Includes:
  "1 x Waterproof Mattress Protector: Extend the life of your mattress with our waterproof protector that ensures spills and accidents never interrupt sleep quality. $130 value
  1 x Soft Microfiber Sheets Set: Dress your bed in our luxurious, soft-touch sheets designed for ultimate comfort and ease of care. $100 Value
  Poly Pillow Pairs: Complete your bedding with our standard size plush poly-filled pillows, offering the perfect balance of support and softness. $80 Value
  Night Time Pillow Spray: Elevate your dreams with this natural blend of essential oils in a small glass spray $20 Value
  
  * Mattress only qualifies for 100-night risk-free returns. You'll love it, or we'll buy it back from you for what you paid;"
  
  
  There is an area of confusion on our formal complaint that will be addressed in our filing with BBB. There has never been published offer by Haven that you were to receive a FREE BUNDLE. This is exactly opposite to the digital contract we formed when you added the product to your cart and checked out online.
  It is our experience that consumers shopping other mattress across multiple brands may blend the offers of one company to another. but we sell all our bedding products and didn't have a FREE multi-item bedding offer with mattress purchase.
  
  Our Commitment to You:
  We value your patronage and want to ensure you feel heard and respected. Please reply at your earliest convenience so we can move forward.
  
  Thank you for your patience and cooperation.
  
  Warm regards,
  ***** ****
  
  
  
  

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22931820
  
  I am rejecting this response because:

  As per Haven's response:

  I have attached a copy of the screenshot of my checkout receipt.   Because the top line shows the sheets and the price for it shows $0 I took that to mean it was free.
  
  
  I have a video of me rolling on the bed like Haven requested.  I will try to attach it.  If I can't, I will  email it with the case number.  Please note my issue is that when I have been laying down for a few hours it becomes difficult to roll towards the edge.  It's almost like the edges are reinforced  so I can only sleep in the middle.  Please note that I did not see any weight restrictions when I was buying my mattress so I was surprised in January when ****** suggested that I upgrade to one that could support my weight.
  
  
  I also have a picture of the slats on my bed base showing it is less than 3" as  ***** requested.
  

  Thanks for your help
  

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

  

  Business Response

  Date: 24/02/2025

  Here are some notes to clarify the contract we formed. 
  We advertised the mattress heavily during this promotional period as SAVE 50% off the How-to-Host mattress when you purchase the bundle
  
  The above product description describes the content of the bundle and the price of each item, Only the mattress part of the price would vary as the Twin mattress would be priced less than the other sizes accordingly. 
  It clearly shows the prices the customers were paying for the bundle items. 
  
  The customer did provide a screen shot of her post order confirmation page. This email is automated to be send AFTER the order has been made. The line item that they circled reads 2 times in row. Bedface Sheets SHIPPING. = $0.00. This doesn't imply that when the customer checked out 10 minutes prior and purchased $100 microfibre sheets in her bundle that NOW these sheets are valueless and free. Rather that we are shipping it at no-additional freight charges.
  
  Going forward. The insurance policy that we had in place to cover the mattress being retuned in the first 100-night has expired.
  Only the mattress carries that option and all the item in the bundle were marketing and sold as not returnable. 
  This was clearly advertised on line, in the product decription and in the return policy section of the website.
  
  Haven has offered to consider coverage under our 10-year limited warranty coverage for indentations or deformations related to the coil suspension.
  
  Also, Haven has never made a position that 170 lbs sleeper do not meet our weight limits. Our staff is trained to respond to any customer.
  Customer compains the bed it too firm in their percpetion = recommend something softer
  Customer concern is that the bed is too soft in their perception,. = Recommend something firmer.
  
  By nature of the materials needs in prodcution. Firmer more supportive mattresses are more expensive to produce and sell at higher prices. 
  This 50% off How to host hospitality mattress sold for a low price including shipping
  
  1) so far the customer has not completed the warranty return details showing a defect to be fixed or replaced
  2) customer has rejected an offer to have us heavily subsidize the purchase of a higherline, more supportive mattress. 

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22931820
  
  I am rejecting this response because:

  Dear BBB and Haven,
  I am no longer interested in the back and forth with Haven.

  Please send Haven the Response to Haven's points (next) and paste my comments (at the bottom) for the public awareness on your website.
  

  Response to Haven:
  Re #1.
  The mattress doesn't show the incline from the top view as it is inside the mattress. As I explained many times, I feel it once I have been laying on the bed and I cannot roll over.
  Re #2.
  I am not interested in Havens offer of a refund. The total $838.34 I paid minus $389 for the double bed sheets, mattress protector, 2 pillows, and lavender spray that was part of the bundle. It doesn't make sense for me to do the refund.

  I am also not interested in their offer for an upgrade. As I said verbally to ******, I would be interested in upgrading to the hospitality mattress as per his suggestion in early January. As per his words I required a higher end mattress 'to support your weight'. I said I would be interested at a cost of $200 more (that was approximately the cost posted online for the island of ***** hospitality mattress bundle at that time, and I had sent a screenshot. He came back later and said he would sell me an off-market mattress for $700 more. So no, I am not interested in paying $700 more.

  
  ******
  BBB - PLEASE ADD MY COMMENTS below to your website for public to see. I understand Haven will be given the opportunity to comment as well. Thank you.

  
  RE: Haven mattress 100 DAY TRIAL/REFUND POLICY
  Please be cautious when dealing with Haven mattress.
  

  100-day trial - they kept telling me to give the mattress a chance. My trial ran out from giving it a chance. 10-year warranty is in place and different rules apply.
  

  Mattress Problem - I found it too hard and after talking to them I bought a mattress pad from them to improve the hardness. Also, I find that the mattress goes upwards to the side after laying in it over an hour and I have a hard time rolling around. However, my trial ran out after giving it a chance. A 10 year warranty is in place now I need to provide proof it is broken. Their example was broken springs. so even though it is inside the mattress there is nothing I can do to prove it.
  

  Refund Policy - I was offered a refund. The total price minus the cost of the bundle. In my case, the total $838.34 I paid minus $389 for the double bed sheets, mattress protector, 2 pillows, and lavender spray that was part of the bundle. So even though it appears to be $0 at time of purchase, it isn't, it's a bit misleading. So verify.
  *Be Aware and Read their return policy. * At anytime a bundle is in effect it will need to be deducted from a refund if ever a person is not satisfied during the 100 day trial or 10 year warranty.  It is not risk free.
  

  Upgrade Offer - Verbally I was told I required a higher end mattress such as the hospitality mattress 'to support your weight. I said I would think about it. I then emailed that I would be interested at a cost of $200 more (that was approximately the cost posted online for the island of ***** hospitality mattress bundle at that time, and I had sent a screenshot.) He called and verbally offered to sell me an off-market mattress for $700 more. So no, I am not interested in paying $700 more. If weight restrictions are a problem for a mattress, it should be listed on the website.
  

  Communication - Always do your communicating via email so you have a trail, not by spoken conversation. They can be very convincing about trying it out and even ask personal questions ie. about your weight and then verbally make an other kind of offer.
  Read their fine print. Be very careful. Read everything 2-3 times.  email and question it first..
  
  Sincerely,
  
  ********* *******