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:09/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Made a purchase of a brand new king size mattress. Purchased May 21st 2025.Delivered May 30th, 2025.Paid $1876 Shop local big mistake.Owner told us many lies.Manufactured in *********, brand new. Lie. ******* bed manufactures Surrey none.Bed is used or re covered. Smells, vacuumed and collected hair, white dust, bugs possible.We were assured no refund meant dont worry I will make certain you are happy with purchase and work with you if not. Lifetime warranty so dont worry you can get refunded.This mattress is lumpy, saggy, stinky and we are terrified where it may have come from. I texted owner gave him all the valid reasons for a full refund. He called me back.Sounded drugged or drunk it was before noon.Said no problem I will refund you and keep bed. He hung up.I texted back and asked him to text me that he will fully refund.I have his texts and recorded call from him where he agreed to fully refund us.He went off on me and said there is nothing he will do.

  Business Response

  Date: 09/06/2025

  The complainant did purchase a New Mattress from us on May 21, 2025. We had to order it from the factory which is very much located in ********* (we have included the invoice from our supplier). Upon time of purchased they were told that All Sales are final, but they are covered under a 10 year warranty and we will do our best to make it right if they were unhappy. The Mattress was delivered by the Owner of the company on Friday May 30th as noted on the bill of sale at around 12:45. The complainant was there and took delivery of the mattress (unwrapped and placed in their primary bedroom). When the delivery was complete the customer/complainant seemed to be happy. Even laying on the bed before the owner left. No word from them for a week until Friday June 6th at 11:03am a very accusatory and confusing text message was received (see attached). After calling immediately the company owner realized that it was going to be hard to come to a resolution over the phone so diverted to text to have a record. We never said that we were not going help resolve the situation. Actually the complete opposite (Again see attached texts).

  Also attached is the Bill of Sale where it clearly states All Sales Final, which the complainants signed and we point out to all our customers.

  We always try to resolve any issues with our customers when they are reasonable and courteous. But being accused of lying and misrepresenting ourselves is not something we do. We were open and honest with all our sales and unfortunately this has escalated to this.

  The product does still have a warranty which will be honoured if anything is wrong with the mattress from the manufacture.

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23439869
  
  I am rejecting this response because:

  Owner did lie. Called me after my text explaining I had to get away due to bed. Explained why we want a refund that owner told ***** we did not like bed, do not worry never had one returned, except once, while twice. Once was my fault the other was refunded.
   Owner then said he will refund and keep bed via telephone call. We do not want bed. It is wrapped and in garage as not to contaminate my home. I am not hostile just very, very disappointed to be taken advantage being seniors. Trying to shop locale led us to a stinky room with old beds. I would like a copy of the manufactured bed you delivered and contact information of manufacture please. Sold a product that is not what we purchased. 
  you decided by your own admission in the text not to do anything to help.

  We stand by full refund.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 24/06/2025

  As seen in the response. The interaction and complaint keep changing and have no proof. We have submitted all evidence on our end and don't see anything from the complainant. We did not lie. Why would someone purchase a mattress from a "stinky" store? We did not say we weren't going to help. Stated in the text "That's not what I said" as in we did not say no, we were still working on the complaint from them but they are difficult, mean and unreasonable . The customer still has the product and we have no clue what condition it is in now that they have put it in a Garage. 

  Customer Answer

  Date: 24/06/2025

   
  Complaint: 23439869
  
  I am rejecting this response because:
  
  His response is almost comical. Our complaint remains the same. I did call ****** to express concern before delivery. Mentioned smell, sag all concerns we had in store. As a very good salesman he convinced me I am silly to be concerned. Stated again and again if anything is not satisfactory he will make it right. 
  These are the texts, is their anything that would suggest we are hard to deal with or mean? 
  We most certainly are not. *** donates time to boards and we do charity work. If we were mean and hard to deal with you would be the only person to say this. Proof please.
  Yes you lied too many times. You had us trust you. We received a mattress we did not purchase. You gave us the one underneath the floor model or gave floor model 3 years old I am guessing. Or your own and kept new mattress. As you told us this is the one you have. 
  our complaint is we paid for an item we did not receive. It is not the same mattress.

  your mattress can be picked up anytime. Our garage is spot less. It is in a  King size plastic bed bag I purchased. Exactly as it was day it was dropped here. 
  We are and will continue to ask for full refund and take away of mattress. I assure you it is exactly the same as when it was dropped off. 

  I can not seem to attach text message files. 
  too large.

  I will reply to BBB message with the text messages you have thought to be mean

  
  Regards,

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