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Business Profile

Mattresses

Resthouse Sleep Solutions Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:16/06/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My spouse and I have had an ******** ********* ** ** experience with this company! We purchased a sheet set along with a matching duvet cover a few months back. Unfortunately, there is a major flaw with the sheets. Whatever type of dye they use interacts with the bodies Sebum (natural oil that our skin produces). Anywhere your skin touches will result in dark patches/stains being produced. They do not come out in the wash either. From just one sleep, our sheets were ruined! After a gruelling back and fourth with this company via email (them claiming we somehow ruined our sheets), they finally agreed to sending us a replacement set. Well the exact same thing happened with the replacement set! So clearly there wasn’t an issue with the dye lot of the original sheets. This is simply just a flaw with the sheets and they should not be selling them. I sent photographs of all of the dark patches/stains on the sheets which show where our heads and bodies rested. The company agreed to let us return our merchandise for money back. We received an email that the products we returned were delivered to the warehouse. ** ** ***** a couple of days ago I receive an email saying they will only be refunding the sheets and pillowcases and not the duvet cover! What use is a duvet cover to us, when we do not have the sheet set!? This certainly was NOT communicated CLEARLY in any fashion from the customer service representative. We were sold faulty merchandise and had to fight for our money back for us to then be told we would only be receiving a portion of the refund? The worst part is they said we either have to pay out of pocket to have the duvet cover shipped back to us or they will donate it to charity. The company should be doing something for US with the time, energy and stress this has caused. * **** ***** ******** **** **** ******** ******* ** ** ***** I expect a full refund for all of our merchandise. We purchased the sheets and duvet cover AS A SET.

    Business Response

    Date: 27/06/2023

    Thank you for your time reviewing this matter. We feel that Resthouse has dealt fairly and in good faith with this customer throughout the process. We have been courteous and professional ** ***** ** ********* ** ******* ******** *** ******* **** *** ********* As is clear from the timeline below, we have gone above and beyond our 30-day return policy over the last six months attempting to satisfy them. Even though we do not agree that there is anything wrong with the product, anything that the customer considered flawed or faulty has been replaced and/or refunded in full.

    For full transparency, if there is anything we could have done better in our dealings with this customer it would be an early shipping error made due to a new employee, which was corrected promptly.

Resthouse Sleep Solutions Ltd. is NOT a BBB Accredited Business.

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