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:03/05/2025

  Type:Delivery 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 ordered a mattress online on February 1st and received an email confirmation same day. I received an email same day, Feb 1, confirming my account registration with ****. However, I never received an email with shipping information for the mattress. I did receive an email from ***** that my delivery from "*************" was en route, and that it was due to arrive Feb 7 between 10:10 am and 2:10 pm. Nothing was received. My spouse works from home and a 115 lb mattress box is impossible to miss. I had no further communication from ***** until Feb 13 when I received an email saying the delivery was completed on Feb 7 at 10:00 am. Again, we did NOT receive any delivery of the mattress, and neither did any of our neighbors with whom we checked. We went in person to ***** and spoke with a representative who confirmed no photo was taken to confirm delivery, recommended we have Zoma file a report. I reached out to ********** customer service via email, ****, who after several days said they would "file a trace" with ***** which would take 10 business days. It has now been 13 business days and despite my requests to ****/**** for updates I have heard nothing regarding the ***** trace. Instead they have now asked us to file a police report. I have done so, though this feels disingenuous to file a theft of something that was never delivered in the first place. I have numerous times requested my money simply be refunded. It has now been over a month and we are out $1300 and have no mattress. Our Zoma order # *****. My request is for a full refund.

  

  Business Response

  Date: 03/06/2025

  Thank you for your patience while we reviewed this matter. We have received the police report case number you provided and will now proceed with forwarding your case to our refunds department. Please keep an eye out for further updates via direct email. If you have any additional questions, feel free to reach out to us directly.

• Initial Complaint

  Date:02/17/2025

  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.

  Purchased mechanical medical bed with 10 year warranty. Motor began to malfunction. **************** is unavailable by telephone. Email only. Several emails have been sent back-and-forth over the past several months. In each email I was asked for the same serial number and proof of purchase information with assurances someone would get back to me. No assistance, service or replacement has been offered.

  

  Business Response

  Date: 02/26/2025

  Since your adjustable bed was purchased in 2021, it now falls under the 
  Years 3-10 Limited Warranty. However, as a courtesy, we have arranged 
  for a motor replacement as a one-time goodwill gesture. Please note that
  labor costs for the motor replacement are not covered.
  
  We have also reached out to you via your support ticket to assist with the next 
  steps. Please let us know if you need any further assistance.

• Initial Complaint

  Date:12/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 the Zoma Start mattress on 12/12/24 for $524.25. The website advertised 1-day shipping. Several days later the order still said awaiting fulfillment online. I tried to contact customer support but they said the warehouse was not in and they couldn't ask them. I then submitted a ticket and called back at a later time. On call I was told the order would go out the next day (around 1 week later) but it still did not go out. Responses to my ticket came in that completely ignored my concern and said the order is placed and will be updated when it ships. When I asked for any sort of explanation or apology or any sort of reconciliation, the ticket was closed on me. The company is clearly false advertising and lying to customers. For such a big purchase, advertising 1-day shipping but then not shipping for 1 week without any explanation or apology is unacceptable.

  

  Business Response

  Date: 12/24/2024

  Thank you for taking the time to share your feedback. We truly regret the frustration and inconvenience youve experienced with your recent order. We understand how important timely shipping is, especially for such an important purchase, and we sincerely apologize that we did not meet your expectations.

  
  To clarify, our team strives to process and ship orders as quickly as possible. However, there are times when unforeseen delays at the warehouse can impact our typical timelines. While this does not excuse the delay or the communication you received, we want to assure you that your concerns are taken seriously, and were committed to improving both our processes and how we communicate with our customers.

  
  As a gesture of goodwill, we would like to offer you one of the following options:

  
  *A $50 discount on your purchase, or
  *A complimentary pillow to enhance your sleep experience.

  
  Please let us know which option works best for you, and we will process it promptly. Your feedback is invaluable, and we are committed to ensuring a better experience moving forward.

  
  Thank you for bringing this to our attention, and we hope to regain your trust in the future.

  Customer Answer

  Date: 12/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a $50 reimbursement would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** *********
  
   
  

• Initial Complaint

  Date:12/27/2022

  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.

  In trying to work with **** for a return for a mattress, and after several attempts to contact them through customer service means it was extremely difficult to get ahold of anyone. Overall, the business takes an extremely long wait time for reimbursement. About a month if not more. I am just wanting my money back.

  

  Business Response

  Date: 05/09/2024

  We regret the delay in processing your return and any inconvenience it may have caused. We understand the frustration stemming from these delays and want to address them directly. The specific cause of the delays was due to a backlog in our processing system, which led to longer wait times than anticipated. To rectify this, we've implemented a more efficient processing system and increased staffing levels to ensure quicker turnaround times in the future.
  
  In addition to these process improvements, we've enhanced our customer service to better assist you in resolving any issues promptly. We now offer a callback feature, allowing you to schedule a time for a member of our team to reach out directly to address your concerns. We understand the importance of effective communication, and this enhancement aims to eliminate any communication barriers you may have experienced in the past.
  
  We value your feedback and want to ensure your satisfaction moving forward. If you have any further concerns or require immediate assistance, please feel free to reach out directly. We're committed to addressing any further concerns you may have.

  Customer Answer

  Date: 05/14/2024

  Although that *** be true that they have implemented such changes. I have no way of validating or verifying this and do not accept this response.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  Ordered mattress June 22, 2022 - Order # ***** Mattress delivered July 8 2022 - ***** Tracking ************ Requested pickup of mattress on Oct 7, 2022 (well within the 100 day risk free trial) Zoma chat ID ****** After multiple attempts with no response, finally someone replies on Oct. 24 2022 Nov 3 2022 Sharetown (Mattress removal company dispatched by ****) received request.Waiting on new mattress to be delivered I told them I'd contact in a few days which was acceptable. ********* rep shows up at residence a few days later unscheduled and in error. He says "wrong customer". I call a day or two later to schedule pick up. He says its no longer in his queue and **** needs to submit another request to ********* to pick up mattress.Finally after many days emailing I get someone at Zoma to send request to ********* on Nov 21 2022. ********* auto reply says we will be contacted in 3-5 business days. On business day 5, I replied to their auto email saying mattress is ready. They reply "Unfortunately, we are unable to complete your pickup. Please reach out to Zoma Sleep for further assistance on your return. "I then replied to both **** and ********* from this email stating they're are unable to pick up mattress.I just need the mattress picked up and my money refunded.Please see supporting documents.

  

  Business Response

  Date: 05/09/2024

  We regret the inconvenience and frustration you've encountered with the pickup of your mattress, especially considering the original pickup was scheduled for November 21st. 
  
  
  Your feedback is important, and we acknowledge any delays or miscommunications that *** have occurred. Upon reviewing your case, we identified challenges with our pickup partner, which led to delays and confusion. The guest reported issues with our original pickup partner on November 29th, prompting us to swiftly arrange for an alternative pickup partner on December 1st. Fortunately, they successfully picked up the item on December 3rd. 
  
  
  We appreciate your understanding as we have since remodeled our pickup processes thanks to feedback such as yours, aiming to prevent similar issues in the future.