Business Profile

Home Furnishings

PlushBeds

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for PlushBeds's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

25 total complaints in the last 3 years.
5 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.

Initial Complaint
Date:08/21/2023
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.
We purchased a Medium Firm hybrid Plush Bliss Mattress in February 2023. By summer it began to sag. There are indentations that remain after the mattress rests for awhile but the trough that sinks when we sleep on the mattress has resulted in back pain for two adults who are not overweight. The foundation is a Danish Modern Teak slatted frame. There is no reason for the mattress to break down this quickly. We were told by customer service that this is natural indentation. For us, it is a matter of quality sleep and pain. We will have to replace the mattress. It was very expensive and we are retired, on a fixed income. We would like to return the mattress but it is beyond the 100 day trial period. It seemed fine when we first slept on it but it does have a 25 year warranty. The problem did not develop during the first 100 days. Since we need to buy a firmer mattress somewhere, we need either a firmer mattress or a refund to help us purchase a mattress that will suffice.
Business Response
Date: 08/21/2023

Thank you for reaching out to us regarding your concerns with your mattress. We appreciate your feedback and understand the importance of resolving this matter promptly. We also understand the importance of quality sleep and addressing any pain or discomfort you may have experienced. As a company, we take pride in the durability and high quality of our products. That's why we offer a lifetime warranty on our mattresses, as we believe in their long-lasting performance and customer satisfaction.
As per our records, we have previously sent you the warranty instructions on August 6th, requesting photos to proceed with your warranty claim. However, despite our follow-up efforts, we have not yet received the necessary photos from you. We would like to assure you that we are committed to finding a suitable resolution but require these photos to proceed with the process.

In light of this, we have taken the initiative to resend the warranty instructions to you. We understand that providing photos may involve some inconvenience, but it is necessary for us to accurately assess the situation and proceed with the warranty claim. We genuinely value your assistance and understanding in this matter.

Once we receive the requested photos, our team will thoroughly evaluate the situation and work towards finding a resolution that meets your expectations. Your satisfaction and quality of sleep are important to us, and we want to ensure we address any concerns you may have.

If you have any questions or require any further assistance, please do not hesitate to contact our customer support team. We are here to provide guidance and ensure your experience with our products is a positive one.

Thank you for your cooperation, and we look forward to receiving the necessary photos to progress with your warranty claim.
Initial Complaint
Date:07/14/2023
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 purchased a pillow from this company. I want to return it and they have a hidden non-returnable policy on their pillows. All over their website you see 100 day sleep trial and money back guarantee. But apparently that only applies to the mattresses. Why would you be able to return a mattress and not a pillow? You have to scroll all the way down the product page and in small font it states its non-refundable. That should be in bold or bright font right next to the item so people know. I absolutely would have NEVER purchased this pillow if I thought I couldn't return it. It's a pillow! That is such a subjective purchase for a buyer. You have to feel it to see if you like it. You can't know from looking at it online. So now I just have to eat the loss of $152? It is unreasonable. I just received the pillow and I want to return it right away. Im not trying to return something weeks later.
Business Response
Date: 07/14/2023
We are truly sorry to hear that you are not satisfied with your purchase. Unfortunately pillows are not returnable and this is clearly stated on our website. Please feel free to contact us if you have any additional questions or needs. We are sorry for your experience.
Initial Complaint
Date:06/05/2023
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.
In early December I contacted Plushbeds to inquire about a latex mattress for an RV I had ordered. My RV was not expected to be ready until the spring of 2023 so I did not need to actually buy the mattress so soon. I was informed by the salesman, John (the sales manager) that it would be best to purchase this mattress right away since the price was set to increase the next day. He assured me that Plushbeds would hold the mattress for me until I was ready for it, then would deliver it within a week of being notified that I was ready. He even told me that “we do this all the time so it is no problem”. Given this assurance, I purchased an Evo Green 8” Queen Short RV Mattress. I paid $1229.60. (Order #3270430)
The dealership in Colorado called us on May 25 to let us know that the RV had arrived. We live in Maryland so we arranged for pickup on June 5 to allow us time to travel across the US to receive it. We called Plushbeds customer service on May 25 to request delivery of the mattress to the RV dealer in Colorado. I emphasized that the dealer is closed on Saturday afternoon and on Sunday so the delivery would need to be made during their regular business hours. We were told that it would be delivered the following week. When the mattress had not arrived by June 1, I reached out to Plushbeds to check on the delivery status since I had not received any tracking information. I spoke with Maria at Plushbeds who initially said the order had not been shipped, put me on hold repeatedly, then said it was being processed by FedEx (expected delivery Sunday June 4). I asked to speak to a manager. I was told that Mary would call me back by the end of the business day. Mary didn’t call. Today I called twice and each rep said my case was already expedited to management and I would need to be patient and wait for a manager to call me. This is a very time sensitive issue because we have a 1700 mile trip home and, without this mattress, we will be sleeping on a plywood platform.
Business Response
Date: 06/08/2023
Thank you for contacting us and providing us with the details of your situation. Based on our previous communication on May 25th, where you informed us that you were ready to receive your mattress at your RV dealer in Colorado, we promptly removed the hold on your order as per your request. Subsequently, it took us 6 business days to prepare your order for shipment, and it was dispatched on June 6th. The mattress is currently on its way and is expected to arrive at your RV dealer in Colorado by the end of the day.

Regarding your request to speak with a manager, it seems that there was a mistake in our communication channel, and your escalation was not received by our customer service manager. We are actively working on improving this process to prevent such oversights in the future. I understand that our Customer Service Manager has now reached out to you and presented a couple of compensatory options to make up for any inconvenience caused by the delay. While we are unable to reimburse your hotel expenses until the mattress arrives, the discussed options are still available for your consideration.

Please feel free to contact us if you would like to further discuss this matter or if you have any other concerns.
Initial Complaint
Date:05/29/2023
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 ordered a full size mattress. The 12" Luxury Bliss on April 26,2022 and recieved it on May 10, 2022. Order # 3256945. I called the company because it was a firm mattress not what I ordered. Then I had to call them because the mattress wouldn't fit on my bed. They had me taking numerous pictures and send to them which I did. I was told it had to go somewhere else to be discussed. We'll I got the answer right away instead. GO BUY A NEW BED! They took away my 120 night trial. Which now I couldn't send the mattress back. The mattress was too firm for me plus it was a queen size mattress. One side of the mattress hangs over the side of my bed because I have a full-size bed. It is new. They told me to go buy another new bed. Obviously a queen size. I do not want a queen size bed. All my bed linens are full size and they do not fit the mattress. Again I ad to send many pictures wit no results. They won't stand behind their products which is very expensive for me. It took me a long time to save $1,300. I am retired. Again they had me take the bed apart and send more pictures which makes me very angry because they do nothing about my issue. Today Again, I had to take the bed apart. It is a very heavy bed and beig a tiny elderly woman takes a lot out of me. Again I had to take pictures and send them. This time I opened the bed and took the latex out and on the latex it said QUEEN SIZE. It is molded into the latex. They can't deny that now. I'm sure they will think of something. They are not very kind or nice to talk to. Since the mattress is a definite queen size, I do not want anything from this company since they do not stand behind their products. I had to put up them for over a year. Which they are very difficult to do business with them. Many phone calls, pictures, they would not help me. Now I have the proof that it is a queen size mattress. I just would like a refund back of all my money. I really deserve more than that! But I just want my full refund of the mattress
Business Response
Date: 05/30/2023
Thank you for contacting us and expressing your concerns
regarding your mattress purchase. Unfortunately, your mattress is nine months
outside of the 100-night sleep trial period, so our standard return policy will
not apply. I want to clarify that we do not take away trials on mattresses.
However, our policy outlines free comfort adjustments, and returns are no
longer available once the mattress is outside the sleep trial period.

Concerning the size issue, we appreciate your understanding
that the mold size alone is not a definitive indicator of the finished
product's size since we use Queen size layers to create Twin and Full-size mattresses.
To better assist you, we kindly request that you provide specific measurements
or dimensions of the mattress you received. This information will allow us to
accurately assess the situation and work towards finding a suitable resolution.
Additionally, if you have any pictures showing the size discrepancy or any
other relevant information, please share them with us.

If your mattress falls within the standards for a warranty
claim, our team can assist you in initiating a warranty claim. Please let us
know if you would like to explore this option.

While we may not be able to offer a full refund or return
due to the elapsed time since your purchase and the trial period, we remain
committed to finding a resolution that satisfies your needs to the best of our
abilities.

Thank you for your cooperation, and we look forward to
assisting you further.
Customer Answer
Date: 05/30/2023

I am rejecting this response because: I have been dealing with this company for a year now. They took away my 120 day trial after I received the product. Now it is 100 days. I didn't want the product after a week but they said they took away my trial. They asked for pictures which I sent but then ignored about the problem. The mattress is too wide for my bed. They told me togo buy another bed to fit their mattress. Seriously?? Never heard of a company telling you to purchase something else to fit their product. They just got a lot of my money and don't want to stand behind their product. All they do is keep asking for pictures and do nothing about anything. Their way of ignoring me. Last week I sent many pictures again because the part of the mattress that hangs off my new bed has springs coming out the side. Again many pictures and measurements. They were sent and I never heard from them. This is why I had to write to BBB. Again they want more pictures. Always more pictures. They were just taken last week. Why can't they look at those and the measurements? Another way to ignore me. I had to take the whole bed apart. I am a senior lady and it is not easy for me to keep taking it apart when they have many many pictures of this mattress. Again their way of ignoring the issues. End result for me: REFUND

I am tired of going around and around with this company and not getting results. The only thing they keep saying is pictures and nothing gets resolved. REFUND!!

Regards,

L**** ******
Initial Complaint
Date:04/26/2023
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.
These are the two $230 pillows you sent me. I’ve invested in an adjustable base bed frame and a latex mattress from you guys. I received these yesterday and I’m so disappointed! I just spoke to Jess who told me I cannot return them bc I opened the box. You should be ashamed for selling these to your customers. How else were we supposed to know how they looked and felt without opening the box? I won’t be shopping here again for obvious reasons but just know we’ll make sure this doesn’t happen to another customer. $200 down the drain. You should be ashamed, plushbeds.
Order number: ******* I spoke to Jess in customer service and she informed me that pillows cannot be returned if you open the box. How else will you know what your received if you don’t open the box. This is deceitful and your product quality has gone down the drain.

First photo is what I ordered and second photo is what was shown! Those are not the same!
Business Response
Date: 04/26/2023
We have read your concern and deeply apologize about the experience described. After looking into your account, I see that a refund was provided to you. Please allow a few business days for this to reflect in your account. We appreciate you being a return customer and please let us know if we can assist you further.
Initial Complaint
Date:04/18/2023
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 purchased a 100% latex mattress topper March 13; order number 3274962.
I paid a total of $496.08 for a 100% Natural Latex Mattress Topper, King / 2 Inches / Med-Firm.
The mattress topper zi received is damaged.
Plush Beds claims the damage is a natural occurrence of latex and will not accept a return.

The topper I received is damaged. It has a hole in the middle that goes straight through to the other side. They applied a patch to it. This is a defective product, which they tried to fix before selling to me. I am dissatisfied with the product.

I contacted customer service several ties and they insist it is not defective and it is a natural occurrence of latex. They told me to look up natural latex online. The hole that goes straight through to the other side is a not a void or natural occurrence of latex. I believe they sold me a defective product and they don’t want to admit it.

They refuse to accept a return and a refund for the damaged mattress topper they sent me.
Business Response
Date: 05/02/2023
Thank
you for contacting us about your purchase. During the manufacturing process, minor cosmetic defects can appear in latex
– these cosmetic defects do not, however, affect the support of your topper. I have let our customer service manager know of your concerns, and you
will hear from our support team to assist you further. To help expedite
the process, please send pictures of your topper to [email protected]
Initial Complaint
Date:03/14/2023
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.
This company advertise their mattress topper as Extra Firm (*************************82), but its as soft as a marshmallow. I paid $529.48 on Jan 2, 2023. When I initially received the product I thought they had made a mistake and sent me the wrong item, there is no way this can be considered firm in any universe when it is as soft as a marshmallow. I contacted customer service and they offered to replace it with another item that is supposed to be firmer. The replacement looks and feels identical to the initial item received. How in the world can they advertise it as 'Extra Firm' when it is as soft as a sponge cake. It is criminal for them to call it 'Extra Firm'. Very deceptive. Its a scam. The company should remove any indication on their website that the product is firm or extra firm. No one in this world can honestly say the product is anything close to being firm. They are flat out lying and cheating people.
Business Response
Date: 03/15/2023
Thank
you for contacting us about your purchase; we are sorry you didn’t love your
latex topper. Firmness levels can be subjective to each sleeper, so we add ILD ratings to the product page so customers can compare firmness. We understood you were not happy with the firmness of the original topper sent to you, and as
a gesture of customer service, we sent you a replacement of the firmest latex
available on the market.
It can take time for your body to adjust to the
support of latex. Experiencing proper support may actually feel uncomfortable
initially, and we recommend allowing your body 30 - 60 nights to adapt to this
new support. Transitioning from what we are used to sleeping on, to organic
materials can take time to become accustomed to, but the rewards are well worth
it.

As
with all of our bed top items, toppers (pillows, toppers, bedding, covers,
duvets, etc.) are nonrefundable.

Customer Answer
Date: 03/17/2023

I am rejecting this response because:
Isn't it misleading to call something 'Extra Firm' when it is as soft as a marshmallow?? Is that even legal? This is dishonest business practice. Very misleading to call something 'Extra Firm' when it is very soft. The topper offers 'ZERO' support.

Regards,

***h. Aka J*** *****

Business Response
Date: 03/28/2023
Thank you for your feedback; phrasing around firmness is an industry
standard based on IDL ratings (which we add to the product page for reference) and our customer support team is available 24/7 to help clarify any questions about
firmness levels. As a gesture of customer service, we sent you a
replacement of the firmest latex available on the market, however as with all
of our bed top items, toppers (pillows, toppers, bedding, covers, duvets, etc.)
are nonrefundable.

Customer Answer
Date: 03/31/2023

I am rejecting this response because:

I guess this is how you stay in business, by misleading people and scamming people out of their hard earned cash. You and your company should be ashamed. Such a dishonest company, no integrity and no honor. This is just wrong Karma will visit your company one day. As far as I am concerned, your company cheated me.

Regards,

***** *** J*** *****
Initial Complaint
Date:03/08/2023
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.
After owning my queen size Plush mattress for 5 years and 2 months, it has collapsed completely. It has about 2 and a half inches of sag in the middle. Plushbeds states that they have a 25 year warranty. However, this is far from the truth. After contacting their support, and sending them all the requested pictures, they have told me that they do not ever replace mattress'. They said they will only possibly replace certain layers of the mattress, which is certainly not stated on their website. This is 100% false advertising. In my case, they will not replace anything. I even removed the mattress from the box spring and placed it on the floor to take picture of the horrendous sagging. Which cost me money because I had to have handy men do this since the mattress is very heavy, and my back is in pain from sleeping on this mattress for so long.
Business Response
Date: 03/13/2023
Thank you for contacting us with your concerns. Latex is an
organic material where some impressions can naturally form on a mattress. These
impressions only influence the top layer of a mattress and in no way compromise
the overall support. As an industry standard, mattress manufacturers define
substantial sagging at more than 1.5 inches. In general, this sagging and
indentation can occur due to the following:

• Imbalanced
weight distribution.
• Prolonged
usage.
• Inadequate
maintenance and care.
• A mattress
paired with a low-quality or improper foundation.

We are happy to continue
helping you with your limited lifetime warranty claim; the warranty team is waiting
for photos (requested on February 18, 2023) to continue processing
your claim.

Should you have any additional questions, I am here to help you.

Customer Answer
Date: 03/15/2023

I am rejecting this response because: The mattress has failed. The picture attached clearly shows the sagging significantly exceeds 1.5 inches

Regards,

L**** ******

Business Response
Date: 03/15/2023
Thank you for sending over this picture; please submit the additional photos requested so we may continue with processing your warranty claim.
Customer Answer
Date: 03/16/2023

I am rejecting this response because: The additional pictures were sent.I resent an additional picture showing the sag exceeds 1.5 inches as Plush beds requires for it to be covered under warranty.The sag is almost 2.5 inches.

Regards,

L**** ******
Initial Complaint
Date:02/03/2023
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 ordered this new mattress because I had purchased one from the same company around 2013-14. That mattress was the best mattress I have ever slept on. I moved out of state and figured it was worth $3000.00 + dollars to repeat my purchase again.
The NEW mattress is very very different from the last one. I have no problem with the fact the company changed how they made the mattress my problem is they will not return it. I Have emailed and called and have been waiting to return something I CAN NOT sleep on. It has been too many nights of not being able to sleep. My husband and I are very uncomfortable, in pain, and irritable.
Please tell me how you want me to return these 2 XL twin mattresses to you. I can not take it any longer.
I will be happy to return the two unused new pillows and sheets also. I am going to buy an even more expensive set of mattresses, so this has nothing to do with buyers remorse. And, like I said I purchased from your company in the past.
Please and thank you.
Business Response
Date: 02/11/2023
Thank you for contacting. I understand you are currently speaking with our customer service manager to resolve your concerns.
Initial Complaint
Date:01/31/2023
Type:Product 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.
Purchase December 30th 2019. I don't recall how much we paid for it but can find that information if needed. Order number 29****6. 25-year warranty states we should be covered. Each layer of the king size mattress came in two separate layers, they now separate with the 2 inch gap in the middle of the bed regardless of repositioning and turning. Contacted the company, they agreed it's a problem but said we would have to pay they almost $500 for one solid piece. No resolution was offered on their behalf. I would like them to provide it at their cost, as stated in their warranty.
Business Response
Date: 02/15/2023
Thank you for contacting us. Our split King and Cal King mattresses come with split layers for customers who use an adjustable foundation. While this is not a defect to the mattress, as it is built this way for customers who order a split mattress, I do see our customer service manager is working with you to help resolve your concerns.
Customer Answer
Date: 02/17/2023

I am rejecting this response because: the company has lied about their product in their response, as well as offered to send us the product for a smaller fee but still a few hundred dollars, they have not honored their warranty

Regards,

J****** ******

Business Response
Date: 03/28/2023
Thank you for your feedback. The split layers are not a defect to
the mattress; therefore, it would not qualify for a warranty replacement. However,
a gesture of customer service was offered to replace the top layer with one
solid piece, which you accepted. The solid layer was made for you and was delivered on 03/10/23.
Customer Answer
Date: 03/28/2023

I have reviewed the response made by the business in reference to complaint ID 18957630, and find that this resolution is satisfactory to me.

Regards,

J****** ******

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PlushBeds is NOT a BBB Accredited Business.