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:06/06/2025

  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.

  ***** to owner via phone prior to purchase. I stated that I needed a bed rail compatible with adjustable base Sleep Number bed. He stated a specific bed rail model would work and said its compatible with adjustable bases even though the manufacturer states it is not. He stated its because the manufacturer doesnt want to pay for safety testing to have it certified, but that it will work for the bed. I went ahead and purchased it based off his recommendation. I called the manufacturer a couple days later and they stated it poses a great safety risk and said they do not recommend I install it on an adjustable base bed. I contacted the owner for a refund and he said I would be responsible for shipping back as well as restocking fee. He recommended a product that poses a safety risk, and he is not willing to work with me to waive the shipping or restock fee. The item is still in transit to me via ***** and we havent even received it yet, but the owner is still unwilling to waive any return or restock fees, even though he recommended a product that poses a safety risk to my elderly mother.

  Business Response

  Date: 06/06/2025

  I recommended (not guaranteed) a bed rail based on 20 years of experience attaching the same bed rail that was ordered to adjustable beds. The manufacturer only stopped recommending the rail for adjustable beds in the last year because they have not taken the expense and time to get it federally certified for adjustable beds. We do not advertise the bed rail on our website as a bed rail for adjustable beds. However, if someone calls, I do offer the bed rail as a possible option that might work (not guaranteed) but to read the description on our website which states the manufacturer's both past and current recommendation and why.

  Per our return policy, the product had already shipped when the customer wanted to cancel the order so, per our return policy, I notified the customer what the return costs would include. I recommended the customer to refuse the delivery so it would cost the customer the least amount in return costs, which include the return shipping cost and manufacturer restocking fee. The manufacturer and/or distributor charges us a restocking fee for any return order which is then passed onto the customer. Our return policy is clearly stated under our policies page on the website. The customer agreed to all of our policies when they checked the box that agreed to all of our terms and condition upon checkout when placing the order online.

  The credit card used on the order will be credited, less any return costs and fees, after we receive the credit from the distributor.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23419484
  
  I am rejecting this response because:
  
  Prior to purchase, the owner stated to me over the phone that the bed rail WILL work on my mothers bed, not MIGHT work, so that is why I went ahead with the purchase. I even stated to him the brand and type of bed and he stated it would work, and he left no area of uncertainty. Being I was misinformed, I would like to return for a full refund. 

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/10/2025

  I cannot control how someone will interpret "could" or "might" into "will" like it is guaranteed. Does he have audio proof? It appears the customer is not being honest or forthright. We have been having a separate email conversation in which I have been trying to work with the customer to return the product at the least expense to him, including waiving restocking fees. Instead of refusing delivery as I suggested would be the least expensive cost to him, he accepted it and took the product out of the box, and still tried to attach it to the bed. However, I still offered the product to be returned without a restocking fee. The customer just pays for the shipping.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23419484
  
  I am rejecting this response because:

  The owner emailed me and asked me if I wanted to open the box and see if it worked first, or if I just wanted to ship it back. I chose to open the item since he gave me that option, but it was not compatible with the bed (which was the opposite of what he advised me over the phone). Also, its unfortunate and ironic that he is calling me a liar in his last response on here. At this point, I will be reaching out to my attorney on this matter going forward. 
  
  

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/06/2022

  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.

  I bought a walker for my mom from AD because they had online chat support which ****** & others did not and ******* there helped compar it with her old one (now broken) to select this new one. He said the seat may be slightly snug for her & it is worse far worse and tight. Also their system alerted me to get a matching cup holder at exit that does not fit ( a break wire interferes with attachment point). Upon contact wanted 20% re-stocking & shipping costs to exchange it despite the fact that they had recommended these products and it was not based on a mistake on my part.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Contact Name and Title:**************************
  Contact Phone: **********
  Contact Email:***************************
  The consumer was aware of the model product purchased, including all dimensions, and placed the order online after our conversation. As stated, I warned the consumer of the seat dimensions and to check all dimensions first prior to ordering online. The consumer agreed to our Terms & Conditions during the checkout process when ordering online. These include the Return Policy which states the consumer is responsible for the 20% restocking fee and return shipping costs. The cup holder is compatible with the product ordered. However the consumer is responsible for assembly.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No! This problem has occurred because of their giving me wrong advice on what to purchase so this stuff about restocking fee should not apply. 1) Before ordering they told me the seat might be slightly snug and it is terribly so; 2) the cup holder does not fit firmly because there is a break wireline that goes over the attachment area, so I cannot attach it.
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  Consumer agreed to the return policy which includes the restocking fees and return shipping fees when she checked the box during checkout that agreed with the Terms & conditions. It is also no longer returnable because it is passed the 30 day return window, as the return policy also states.
  
  Regarding the cup holder, verify you received the correct CH-1101 cup holder. See assembly instructions attached which specify the model Nova 4286 model you received. The brake wire can be moved or attach the cup holder in a different location. There is more than one location where the cup holder may attach.
  
  
  Consumer Response /* (4200, 11, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfair. We bought based on their advice. SLIGHTLY snug is not same as uncomfortable tight seat. Now I get to move a wire I guess too.