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:02/06/2023

  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 am writing to you to complain of an encounter with Best Sleep Centre *** *** ***** ******* *********
  I recently bought 2 mattresses from Best Sleep Centre. One Queen size (Firm) which I saw in the store and tested for firmness. 2nd mattress (Full size) I asked for a firm mattress which I was told is not available. While in the store, the salesperson Ed S*** says we just found one in the warehouse. I asked that both mattresses be delivered to Winnipeg Beach cottage. They were delivered on Friday, May 26th.
  (I did not see the full-size mattress as I trusted the salesman) ** **** ** **! However, the full-size mattress was not firm, but rather soft. I phoned today (May 29th) to the store explaining that the full-size mattress was not acceptable as it is not firm as requested. Could they do an exchange. I don’t know who I spoke to but the man was insulting, rude, screamed at me. “You saw what you bought”!! Exchange will cost you double delivery. $****** x 2. Needless to say, I was shocked with this outburst. I feel as a customer, I do have some rights-one of which I am not obliged to keep a product, expensive, which I am not happy with. Please help me as I do need a mattress that is firm. **** * *** ********  The contract does say 120 days for an exchange – no returns- The cost of exchange according to the company is $****** x 2. Since I am in Winnipeg Beach “delivery charge”.
  * ** ******* ** *** ** *** *** **** **** ******* ** ********* *** ***** *** ****** ******** I feel I am stuck with an expensive mattress which is not what I requested. * ***** **** ********** *** ******** ******* * **** *** ** *** *** ****** ** ****** ***** *** *** **** ***** ****** ***** *** ******* ***** ********* ** *** ***

  

  Business Response

  Date: 05/06/2023

  She bought two adjustable beds and two mattresses on one visit, she canceled the two adjustable beds on the next visit. Two weeks later they were delivered and 2 days later after delivery she then phoned to say she did not get the same mattresses as she ordered that they were different. One is a full on her order and one is a queen. They are both Aviara firms. So she was asked for photos and if they are different we would exchange it no charge. We simply need a photo. She never spoke to me face to face about this problem in the store but simply on the phone. She kept saying she got different mattresses and I said simply send me some photos. This was not good enough and then she said she was lied to and pressured into the purchase even though she came back on her own at least three times and made multiple payments to complete the order. One on the 11th on on the 13th and one on the 24th. There is no pattern of pressure there? 

   

  This is simple if she sends a photo and the two mattresses are different than on the invoices we will exchange for free. This was explained. If it's a matter of her feeling that they are different which she did 2 days after they were delivered, which is not enough time for a mattress to break in and such; she has a comfort guarantee and that has a charge.

   

  Please have the lady send photos of the two mattresses and we will gladly exchange the mattress for free if it is different. 

   

  She has not done the first thing asked of her so we can try to solve her problem, she has just said we lied, we pressured and we are unethical. She said it on the phone the first time she called and she said it to you. I do not recall talking to her face to face except when she canceled her original order. If we did it could have gone the same way, send photos and we will help you. **** ********* ** *** **** ** ** *** *** *********** 
  
  

   

  I need a couple photos.