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:28/01/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 December 9th, I had conversation with an Employee named Gerian, at Directbed. I enquired about a twin hi/low bed for my Father. I wanted to know if it would arrive at my Dad's facility before the 20th of December. He confirmed it would so, I placed the order on December 10th.
  
  I got an email on Dec. 11th, 2024 saying that they didn't even have the bed. I asked him to cancel the order and expressed my concern as to why he would say he did. Now it feels like he wanted my sale.
  
  During that call he said that they had the one size up and it would still arrive on time. No new bill of sale was sent for me to approve. I got an email on Dec 17th saying your items are on the way.
  
  Nothing arrived for Delivery on or before the 20th, like promised. I emailed Directbed bed on the 23rd asking for instructions on returning ( the bill only showed the old bed that I canceled and I never did approve the changes in writing because they were to send an updated bill. Directbed never replied to that email.
  
  I never received a call for delivery until January 7th. Now the shipping company, direct bed are playing he said she said on a transaction I wasn't able to go over before they sent an undisclosed bed. The shipping company said I would be responsible for storing fees and they couldn't wait any longer so it was sent back. I agreed because I didn't feel safe accepting a delivery when I had no idea what was actually sent.
  
  Now directbed is trying to blame it all on me and charging me penalty for a bed that was canceled before it was sent. I just want fair treatment. They have made a lot of errors and mistakes. I have included what I can find for evidence, there may be more as well. I have no proof of phone conversation or chat feature through their website.

• Initial Complaint

  Date:10/08/2023

  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 contacted Direct Bed and bought a mattress with great expectations the fellow was great at selling it to me.It was late and long waited but no worries .I actually imitally wanted a different bed but that was going to be a 6 month wait I believe so I chose their Cambridge suits king.Aftwr not long it developed bulges in the fabric and was extremely uncomfortable.i called and talked to someone and we qent through warranty .I took pictures removed the tags did all they asked and I waited for a while and then we got our new one the same one.Why not it may be a one off.After using this one for a few months the folds from how they rolled it were not leaving so it feels like your laying on a bunch of cut mattresses like gaps between each peice .I Gave it time and it did not flatten or expand properly like.it got bent or something .I co tacked someone very vaguely asked for pictures after a long time of emails and I mean weeks .I did that .and 2 months latter I have no reply .I called and was given the brutal cold shoulder and I tried to say I did email at least a dozen or more times and he said he was going to hang up so I swore and hung up myself let's be honest unlike direct bed.I ha e emailed at least a dozen times and a dozen called a dozen voice mail messages and I then emailed from my brother I law's email wow they got back to me .I then said there is life there and Gave my name number adrwss postal code phone number and again they avoid me .I want my warranty on this mattress done expedited and an answer to why I was avoided .

  Business Response

  Date: 19/08/2023

  Customer has had their mattress replaced under warranty free of any charge including no shipping. The customer had the requirement of returning the mattresses waived  so it could be properly assessed. They also were allowed to use a credit toward another mattress if they chose to which they declined. When the customer contacted us about the mattress the second time we asked them to send in pictures. Those pictures were sent to the warranty team to be assessed as well. This can take some time. The customer became ******* to our staff when they were not given an answer as we have not had an approval or denial ********* ***** ***** ******** ********** ** ** **********. This has caused another delay in answering the customer as we do not feel that our staff should have to deal with people who feel that ******* employees is ok. The end result of this is the customer warranty has been denied on the basis that the pictures show minor cosmetic defects that do not affect the performance of the mattress. The picture does show a crease in the quilt however it is not deep enough to qualify as anything other than cosmetic.  If the customer feels that this is in error they are free to ship the mattress to our warehouse and we can do a further examination.

• Initial Complaint

  Date:13/06/2023

  Type:Service or Repair 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 bed 2 years ago April from direct bed. I have severe back hip and shoulder problems and on disability and use the last of my savings to purchase this bed because of my injuries from a car accident as it was hard for me to get in and out of bed so I got an adjustable bed. February of this year I'm laying in bed and the leg breaks and then another leg breaks. My little dog was under the bed and almost squished her. I called direct bed about the problem they told me to take pictures of the legs or bring them down so I did took him to the store they took pictures. Then he tells me after over a month or so that I need pictures of the legs showing that they don't screw in. I took these pictures in a video and sent it to them showing the legs won't screw in and they just slide out I had to have a friend lift the bed up so I could do this. Then after I send the pictures after my friend had already put the bed down they tell me now they need a picture of the whole frame I can't do this as I had surgery on my hand and I don't like asking people's for favors all the time. They are saying that the frame is not warrantied yet it's supposed to be a 25-year warranty for the frame. I'm frustrated as I've had a hard time sleeping as it is and now I haven't slept in months because of this. I frustrated I don't know what to do I talked to them again they say they want pictures of the whole frame. Like I said I'm a disability I can't afford to buy a new bed I spent over $2,000 on this bed.

  Business Response

  Date: 19/06/2023

  Dear ****,
  We hope this message finds you well. We have recently been notified of your complaint on the Better Business Bureau website regarding the issues you have been facing with your adjustable bed purchased from Directbed two years ago. We understand the frustration and inconvenience this situation has caused you, especially considering your disability.
  

  Firstly, we want to clarify the warranty process and our role as Directbed. After the initial year, Directbed primarily facilitates the warranty, but we do not make the final decisions on whether to accept or deny warranty claims. Instead, the decision lies with the manufacturer or the supplier. Our responsibility is to assist you throughout the process and ensure that the necessary information and evidence are provided to the appropriate parties.
  

  We acknowledge that you have already taken some steps to address the issue, such as taking pictures of the broken legs and bringing them to our store. We sincerely appreciate your cooperation in this matter. However, it appears that there has been some confusion regarding the specific pictures required to assess the warranty claim. The manufacturer or supplier may request specific documentation to evaluate the extent of the damage and determine the course of action.
  In your case, we understand that you have experienced difficulty providing the requested pictures due to your recent surgery and your reluctance to frequently ask for favors. We apologize for any inconvenience this has caused you. We want to assure you that our intention is to find a resolution that meets your needs and restores your comfort. To move forward, we kindly ask you to provide pictures of the whole frame, both the top with the mattress removed and the entire bottom of the adjustable bed frame as per the supplier's requirements.
  

  We understand that this may pose a challenge for you, and we apologize for any inconvenience. However, obtaining the complete set of pictures will allow us to reopen your warranty claim and move closer to a solution. We genuinely want to help you regain a restful sleep, given the circumstances you've endured for the past months.
  

  It is important to maintain a respectful and professional tone in our interactions. ******** at our employees is not conducive to resolving the issue at hand, and we kindly ask for your understanding in this matter. We are here to help and want to ensure a positive outcome for you.
  

  We believe that capturing the required pictures and allowing the warranty process to proceed will be the most effective way to address your concerns and find a suitable resolution. If, for any reason, you are unable or unwilling to provide the requested pictures, we regretfully inform you that we may be unable to assist you further.
  

  We understand the financial strain this situation has placed on you, and we want to find a solution within the terms of the warranty. Please let us know at your earliest convenience if you can proceed with taking the necessary pictures or if you have any further questions or concerns. We are committed to providing you with the support and assistance you deserve.
  Thank you for your understanding, and we look forward to working towards a resolution together.
  

  Sincerely,
  Steve 
  Customer Support Representative

  Directbed.ca