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Business Profile

Mattresses

PureTree

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.

If you've experienced an issue

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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 status

Complaint type

  • Initial Complaint

    Date:05/06/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 does not respond to their customers via e-mail or phone. I've had multiple issues with the pillowcases of which they've had to replace it twice in the one year since I bought the pillow. During my recent issue, I e-mailed the company to inform them of the issue and they asked about my shipping address to send a replacement. I never heard back from them again. I followed up with them twice in a week to ask for tracking confirmation that my replacement had been sent out to which they did not reply. I did end up getting the item but what kind of a company does not respond to their customers like that after multiple attempts? I'm now leery to even use the new pillowcase for fear that the same issue will happen again and the company will not be responsive to any future inquiries. It seems like a shady way to do business and it does not seem they are much of a reputable company or not well-staffed or trained. This will be my first and last purchase from this company due to the lack of communication and I hope that no one else will make the mistake of purchasing an expensive product like a latex pillow only to have a very cheaply made pillowcase to go with it. I expected better quality and communication standards from a company such as this.

    Business Response

    Date: 05/09/2024

    HI ********,

    Thanks for your email.

    We have sent two free replacement pillowcases twice on two separate occasions to the customer when she voiced her concerns, one last year and one this year. Please let us know if there's a need for a third replacement.

    We are currently in the middle of changing ownership. The new owners of the company will be taking over in about two-four weeks and will honor a third replacement if needed.

    Thank you. Have a good week.

    Customer Answer

    Date: 05/09/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution 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,

    ***********************

     

PureTree is NOT a BBB Accredited Business.

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