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:03/25/2025

  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.

  Bed is sinking and creating back pain that did not previously exist as well as disturbed sleep. The ***************** is negatively impacted husband's health in many ways!

  

  Business Response

  Date: 03/29/2025

  We have spoken with the customer and need a lilttle more information to address the problems with the sleep ********* far we have left several messages for the customer that have not been returned. We are committed to resolving the concerns within reason. The Sleep System is modular and made of components that can be easily replaced and or trouble shooted to see what may be causing the issue. The customer has been unwilling to work together to resolve the issue. We will continue to attempt to contact the customer and make every reasonable attempt resolve their concerns so that they can sleep great.
  

• Initial Complaint

  Date:01/13/2023

  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.

  I ordered a Hard side Waterbed Frame from Waterbed Bargains on 10/5/2022. Waterbed Bargains suggested that I contact Innomax Corporation regarding the delivery. I spoke with *********************** mid-November and he said to call back mid-December. Mid-December, *********************** said the delivery would be made on January 5, 2023 by FedEx.I received the parts to assemble the bed. There were no assembly instructions and no materials list. I called *********************** and he called ***** to the phone who had hands-on experience with assembly. It took hours and I called ***** after each completed step.During my initial conversation with *****, I told him that 2 of the decking boards were a different length than the 3rd decking board. He did not suggest measuring them at that time and I did not think to do it. The discrepancy in the length of the decking boards has prevented me from completing the assembly and use of this $3000.00 waterbed.On Sunday, January 8,23, I searched the Innomax Corporation website and noticed that the ********, ** showroom was open. I called and spoke with ****. I described the problem that the waterbed frame was not sitting correctly on the pedestal because 2 of the decking boards were too short. I detached the frame from the decking and measured the decking: 2@ 85 1/8", 1@ 85 7/8". He said he would check the specs and call me back.**** confirmed that all 3 decking boards should measure 85 7/8". I asked that 3 -85 7/8" decking boards be sent to me. He said that he was unable to authorize the request, but he call me on Monday 1/9/23 with an update.**** called 1/9/23 and said that *********************** had authorized the shipment of the new decking which would ship on 1/10/23 to arrive in ************ around 1/17/23.*******************, Wholesale Mgr. *************) called me late on 1/11/23 asking why I needed this replacement. I explained. It is 1/13/23 and I am still waiting for **** to confirm delivery. He will not return my calls.

• Initial Complaint

  Date:09/05/2022

  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 $2400 mattress from this company based on past experiences with other mattress companies and their terrible warranty. I was assured that they have the best warranty and that they really work for the customer. 3 years later my firm mattress has softened to the point that my back is in pain every night I sleep. I went to the store to address the concern, the salesman comes to review my mattress. I had a yard stick showing the indent, which he quickly moves off and reviews the mattress further. I asked him how much of an indent meets warranty requirements and he tell me 3/4, which I believe that part where the yard stick was sitting meets those requirements, which is right where my hips land. He proceeds to tell me its because of my pillow. Does not listen to me as a person. I change pillows per the recommendation, then get bad neck pain along with my back pain. I call a different person and asked the indent amount and he tells me 1-1.5 inches!!! i mentioned that I was told differently from the store and he was going to push it off to the Loveland store manager and have them contact me, which I never heard from. They are not consistent at all on what they are telling their customers, they dont want to uphold their warranty nor, look at things that favor their customers, they just tell you what you want to hear to sell a mattress. This is a $2400 mattress and here I am having to replace it three years later.

  

  Business Response

  Date: 10/07/2022

  Our District Manager has spoken to her and they are working together to resolve the issue.
  
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