Business Profile

Mattresses

WinkBeds

Headquarters

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Complaints

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

Customer Complaints Summary

39 total complaints in the last 3 years.
13 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:01/08/2025
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.
Purchased mattress April 2024.Their website claims it will work with any adjustable bed.Recently when I lift the head of my adjustable bed, the mattress bunches up under low back causing *************.I have video and photos to back up my claim.Winkbed says that because the mattress looks normal when laid flat, there is nothing wrong with the mattress.
Business Response
Date: 01/15/2025
The mattress is compatible with adjustable frames and customer is in fact using it on an adjustable frame. We are sorry to hear that she has back pain, but it doesn't have anything to do with the mattress.
Customer Answer
Date: 01/15/2025

Complaint: 22782808

I am rejecting this response because: The photo clearly shows the mattress bulging out at low back area. I have not had ************* and as long as I dont bring the head up more than a few inches, I dont have *************, however, when I bring head up any further the mattress bulges up and is very uncomfortable so I can not use this mattress with an adjustable bed. There is a professional mattress reviewer on ******* who has also indicated that Winkbed is not a good mattress for adjustable beds. I have also posted a video on ******* showing how it bulges out as the head of bed raises up. Winkbed says it works with adjustable bases. That is not a true statement.

Sincerely,

*** *******
Business Response
Date: 01/22/2025
Plenty of customers use the mattress with an adjustable base and we sell an adjustable base of our own.
Customer Answer
Date: 01/23/2025

Complaint: 22782808

I am rejecting this response because:
If the mattress works with adjustable beds, then clearly there is something wrong with this mattress because it does not work on my standard, typical adjustable base and the issue is not the base. I can see that Winkbed is clearly unwilling to accept responsibility and have a history of not honoring their warranty. Thankfully I am getting a lot of views on ******* warning people about the mattress on an adjustable base and their poor warranty. The company would have been better off to return my money and get the mattress than to lose buyers who have watched the video showing the defective mattress.
Sincerely,

*** *******
Business Response
Date: 02/02/2025
We'd like to offer the customer to choose any new mattress at 50% off or one of our adjustable bases for 50% off.
Customer Answer
Date: 02/03/2025

Complaint: 22782808

I am rejecting this response because:
Your offer is ludicrous! Anything short of a refund is unacceptable.
Why would I want to buy from a company who doesnt honor warranty of an 8 month old mattress that does not work as it should on an adjustable bed?
Why would I want to buy another mattress, when it would have the same issue? If you think that it would not have the same issue, then you sold me a defective mattress to begin with.
Why would I want to buy another adjustable base, when I have a one that works great? The mattress is the issue not the base.
Sincerely,
*** *******
Business Response
Date: 02/10/2025
The customer hasn't provided any information or evidence to support a warranty claim. The terms of the warranty are attached. We reiterate our offer that customer is eligible to select any new mattress at 50% off.
Customer Answer
Date: 02/11/2025
Again, why would I want to buy an additional mattress for 50% off when the 8 month old Winkbed mattress that I paid a lot for is defective and bulges in one area when used on an adjustable bed. Clearly Winkbed is not going to make it right, so I will have to be satisfied that a percent of those seeing my video will not buy a Winkbed mattress and that is a loss to Winkbed, not me.
Customer Answer
Date: 02/12/2025

Complaint: 22782808

I am rejecting this response because:
Again, why would I want to buy an additional mattress for 50% off when the 8 month old Winkbed mattress that I paid a lot for is defective and bulges in one area when used on an adjustable bed. Clearly Winkbed is not going to make it right, so I will have to be satisfied that a percent of those seeing my video will not buy a Winkbed mattress and that is a loss to Winkbed, not me.

Sincerely,

*** *******
Initial Complaint
Date:12/06/2024
Type:Service or Repair 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 am a veteran that is 100% disabled. I bought these mattresses to help me sleep better. They were highly recommended. I bought 2 Twin XL mattresses for my adjustable bed frame. One of the beds came 2 inched shorter than the other. I have medical problems that require I sleep with an elevated head. I have tried ten times to have them replace this mattress. They claim a 120 trail period. They also claim to have a return policy that says you can return the mattress for any reason within the 120 day period. The mattress is also lumpy unlike the first mattress they sent. Please help me. They said I had to wait 30 days before they could help me. I waited 30 days and they still are unresponsive. I have sent over 20 pictures that clearly show the mattress is 2 inches shorter than it should be. That combined with the uncomfortable mattress should be enough to allow me to return the mattress
Business Response
Date: 12/12/2024
We have already replaced the mattress that was the incorrect dimension, which is what the customer and his wife originally asked us to do. So we believe this issue is now resolved.
Customer Answer
Date: 12/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Winkbeds would not act until I asked you to help me. Thank you Better Business Bureau. I am so thankful you are there to help lowly citizens. Hopefully they will send a new bed. I have not received it yet.
Sincerely,

***** *******
Initial Complaint
Date:12/03/2024
Type:Customer Service 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 bed from WinkBeds when moving into a new house. The bed was lost by *** who has said that they will reimburse me for the hotel I had to stay in because I had no bed. WinkBeds has been dodging my calls and emails for information to provide to *** to finish filing my claim. I am not asking Wink for money, I am asking them to provide me with some details of the shipment that *** requires (that I am not able to provide). This incident took place in June 2024. Whenever I managed to speak to someone at WinkBeds they say that they cannot help and do not answer why, they just hang up the phone. One of the customer service **** told me to f*** off (******** ******* is his name) and to stop calling because they can't help me. Whenever Wink "calls" me back, they typically hang up after the first ring.
Customer Answer
Date: 12/05/2024
I have subsequently learned that *** has been trying to contact Wink to have them release some information for my claim to be settled, and Wink has not responded in over 2 months.
Business Response
Date: 12/11/2024
The tracking number for the customer's order is ****************** that is the only information we are able to provide.
Customer Answer
Date: 12/16/2024

Complaint: 22634562

I am rejecting this response because:
UPS has clearly has for more than just the tracking number and this business refuses to provide the information. *** requested paperwork that was sent to Wink (the account holder) and they did not respond with the information.

Sincerely,

***** *****
Business Response
Date: 12/16/2024
We've provided all the information we have.
Customer Answer
Date: 12/17/2024

Complaint: 22634562

I am rejecting this response because:
Why did it take Wink so long to respond to **** Why was I responsible for chasing an answer here because no one at Wink is capable of responding. Sadly *** has said my claim is no expired, I am out almost $2000 because of the incompetence of Wink Beds and their inability to do something simple like respond to a claim from ***. Unfortunately, there is nothing I can do, and no response from Wink is going to be satisfactory.
We can close this request because Wink is grossly incompetent and honestly the worst customer service I have experienced.

Sincerely,

***** *****
Initial Complaint
Date:12/01/2024
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.
The complaint is about Wink ecocloud mattress that i received as a warranty replacement in 12/17/2021 for a failed mattress that i bought from wink before. This mattress never felt good, but few months ago i started with severe pains in my back, most pains getting out of bed in the morning. I am physical therapist and was treating myself with different modalities, lumbar traction, exersize, back support belt, SI joint belt, etc, but in the morning it would be back to square one. I started suspecting that something was seriously wrong with my mattress and started to sleep on a very old mattress in the guest bedroom, which was better. I also saw a chiropractor who determined that i had ****** case of misalignment and i still continue with treatments. One morning my son saw my suffering and swiped the wink bed for his mattress for me to try. He put wink mattress to the side leaning onto furniture. When i looked at the wink bed- my jaw literally dropped down- the bed was almost empty on top and all inside contents dropped down to the floor! I never seen anything like it ever in my life. After i contacted wink company and send them tons of pictures as they requested( just the standing collapsed mattress is plenty to realize that the mattress is a unusable),the response i received was- this is a replacement for a previous mattress and its only done once to a customer. So i end up with 2 failed mattresses in 8 years I just bought a new mattress from a store and delivery guy asked me when removed wink: Oh, wow, thats a very old mattress, its bad where i replied thats its under 3 years old he couldnt beleive it lifetime warrany supposed to be
Business Response
Date: 12/10/2024
We regret to hear that the customer has a series of injuries and that her mattress could not alleviate her pain or other symptoms. That said, pain relief or personal or individual comfort is not something covered under warranty. Should customer wish to try a different mattress from us we'd like to offer them a 50% discount off the retail price under our Any Reason Replacement Guarantee.
Customer Answer
Date: 12/10/2024

Complaint: 22624583

I am rejecting this response because:this is a standard bs response from a company that doesnt stand behind their product. Your mattress which is covered by a lifetime warranty didnt even last 3 years, its all loose on inside, has absolutely no support, and caused me severe pain- see all pics. I d like you to sleep on that nasty mattress, see how you would feel. See all pics that prove how all the contests inside the mattress just fell to one side when leaned mattress in upright position.
no one ever need to buy that junk.
i d like to get my money back, and no thank you, i do not want to spend any more money on getting another bad mattress from Wink, no trust here.

Sincerely,

******** *******
Business Response
Date: 12/17/2024
It's clear from the customer's photos that she grossly mishandled the mattress during her ownership, which voids the warranty.
Initial Complaint
Date:11/25/2024
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.
As a follow up to our call, please begin the process of reviewing our mattress under warranty for sagging and lower back issues for both my wife and I.We did lots of remand found many many positive reviews of customers.We believe there may be a manufacturing defect causing our lower back pain.Just to note we did also purchase the power base from you at the same time of the mattress purchase.
Business Response
Date: 12/03/2024
Ok we will begin that process.
Customer Answer
Date: 12/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The understanding is a full replacement or a refund of our monies paid.
Sincerely,

***** *****
Customer Answer
Date: 12/06/2024
We have not heard from WinkBeds so this matter is not resolved or closed. Please reopen this case.

Thank you
Business Response
Date: 12/11/2024
Ok.
Business Response
Date: 12/17/2024
The customer should send an email to ******************************* regarding the supposed warranty claim if they have not already.
Customer Answer
Date: 12/19/2024
Good morning BBB,
we have already contacted Winkbeds about 2 months ago via email and they are refusing to address the defective mattress which is causing both my wife ******* and I lower lumbar back pain.

We would like to thank you for anything you can do to move the needle to a fair resolution yo this very important and troubling situation.

Ciao,

***** and ******* *****
Customer Answer
Date: 12/19/2024

Complaint: 22603635

I am rejecting this response because:
Good morning BBB,
we have already contacted Winkbeds about 2 months ago via email and they are refusing to address the defective mattress which is causing both my wife ******* and I lower lumbar back pain.

We would like to thank you for anything you can do to move the needle to a fair resolution yo this very important and troubling situation.

Ciao,

***** and ******* *****

Sincerely,

***** *****
Business Response
Date: 12/20/2024
We have determined the customer does not have a valid warranty claim. However, we'd like to offer the customer the opportunity to select any new mattress at 50% off the regular retail price.
Customer Answer
Date: 12/20/2024

Complaint: 22603635

I am rejecting this response because: This defective mattress is causing lower back lumbar pain to both my wife ******* and I.

Sincerely,

***** *****
Customer Answer
Date: 12/23/2024
We did provide warranty claim and our response to WinkBeds and while searching ******, although they have positive reviews there are also many many negative reviews and BBB complaints surrounding similar complaints as ours in regards to mattress directly causing back hip pain.
Initial Complaint
Date:11/08/2024
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.
******** customer service, buyer beware! We purchased our Wink bed about 5 years ago and it was great until about the last 6 months - it has started sagging in the middle causing my wife and I both hip and back pain. I reached out to customer service on October 21 making them aware of the issue and sending photos. It is now November 8th and I have sent more than 10 photos and measurements at their request without resolution. Every time I email they just tell me the pictures arent good enough and to send more. The crease is so deep they are accusing me of pushing in when I measure, which I am not. There is a very VISIBLE crease horizontally through the middle of the mattress that is approximately 2 inches deep and clear as day to see - theirlifetime warranty states anything over 1.5 inches is covered. . They also respond at 6:59pm EST each time (their customer service closes at 7pm EST). They are giving me the run around and hoping I just give up. The sad part is I bought the product because it is made in *** and backed with a warranty (supposedly) against defects which it clearly has. The level of customer service is an absolute joke for the price of the product and the owner/CEO should be ashamed for the lack of warranty adherence! I am only asking for a replacement of a clearly defective product, the fact I have been driven to BBB out of frustration is ridiculous.
Business Response
Date: 11/18/2024
In order for us to service a warranty claim the customer must provide photos in accordance with the directions provided.
Customer Answer
Date: 11/25/2024
Complaint: 22533210

I am rejecting this response because the seller has refused provide a reasonable resolution based on their own warranty policy. I have provided over 10 photos over the course of over a month and a half of back and forth with their ****************** team who respond to each message 48 hours or more later and literally 1 minute before they shut off their phones for the day at 7p EST. I have never seen such a poor customer service/care/communication in my life. The photos clearly show a minimum 1.5" dip in the mattress as well as a very visible line where the crease is from side to side. Everytime I provide photos I am contiually told they aren't good enough or I am "pushing into the pillowtop" which is inaccurate....it only appears that way because of HOW DEEP the dip in the mattress is. I have been and will continue to request a full replacement of the mattress due to manufacturing defect resulting in a dip of 1.5" or larger per the companies' warranty they so proudly advertise but then do not honor.

Sincerely,

****** *********
Business Response
Date: 12/02/2024
The photos provided do not show a manufacturing defect causing a valid warranty claim. In the interest of fairness however, we are happy to offer this customer a new mattress at 50% off the retail price.
Initial Complaint
Date:09/17/2024
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 bought a queen size bed from winkbeds in 2021 for my mother. She is about 130 pounds and in 2024 she started complaining about her mattress sagging several inches and her back is badly hurting. I rotated the mattress many times but didnt fix the problem. I contacted winkbeds for an exchange They declined and offered to provide a new mattress at reduced rate. I asked for a warranty of a few weeks so my mother 98 years old can try and confirm its good. Winkbeds declined.
Business Response
Date: 09/26/2024
We regret to hear the the customer's elderly mother is not comfortable 3 years after purchase. We are happy to offer this customer the opportunity to purchase any new mattress at 50% off the retail price under our "Any-Reason" replacement guaranty.
Customer Answer
Date: 09/26/2024

Complaint: 22300257

I am rejecting this response because:
1) if Winkbeds has a lifetime warranty as they advertise then it shouldnt matter its 2 or 3 years if usage.
2) the criteria mattress industry has adopted to call it defective is most unreasonable and it is made so that a user can never claim the warranty. It says 1.5 of sag with no weight. This is not how a mattress is used. If it sags 5-6 with my mothers weight of less than 130 pounds then its defective.
3) Winkbeds tends to say their mattress requires rotation every 2 months or so. It is insane to expect for 98 year old woman to do I have done the rotation task often whenever I visited her.
4) Winkbeds offer of 50% discount on a replacement mattress comes with a major flaw. Winkbeds does not provide any warranty on the replacement mattress not even a few weeks. I asked for just 2-3 weeks to make sure my mother is comfortable on the new mattress and that there is no excessive sagging. Winkbeds denied even this short term warranty. As you see this is not acceptable and any company who is touting life time warranty made in *** etc should take care of their customers with compassion and common sense.

Sincerely,

****** *******
Business Response
Date: 10/04/2024
No mattress company or any other business would warranty a 98 year old woman's "comfort" 3 years after purchasing the product. This mattress doesn't have any visible defects or problems. The customer is simply looking to get a new mattress for free, which we will not offer. Our 50% off offer stands, but our advice to this customer would be to take his mother to a mattress store so that she can pick out a mattress that she feels comfortable on.
Customer Answer
Date: 10/05/2024

Complaint: 22300257

I am baffled and very sad to see that Winkbeds blames customer my 98 year old mother and labels their quality issue as customers greed to get a free mattress. What a display of lack of understanding customer issues. This web site is full of Winkbeds customers complaining about the same quality issues at Winkbeds. Rather than addressing their quality issue they blame customers. ********************** is the one who is greedy and not acknowledging their poor quality control. I have already bought another mattress for my mother so its not our greed Winkbeds. It is your poor quality and its lack of a real comprehensive plan to address your customers issue. Very sad to see this.

Sincerely,

****** *******
Initial Complaint
Date:08/28/2024
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.
We had an issue with th mattress two months after purchase but was told to wait and se if it got better as we would get use to its feel. well, it's been 5 months, and it has gotten much worse as it feels like a hammock. Sagging in the middle causing back and side ack. they said it has to sag 1.5 inches to be refunded. It sags 1 inch. But it only sags bad when layed in. My wife and I are sleeping in our guest room waiting for the warranty that they said was lifetime. We just want to return it!
Business Response
Date: 09/17/2024
We are sorry to hear customer isn't comfortable on their mattress. Since there's not visible evidence of any manufacturing defect and the free trial period ended months ago, we'd like to offer this customer a new mattress at 50% off the retail price under our "Any Reason" replacement guaranty.
Customer Answer
Date: 09/21/2024

Complaint: 22208727

I am rejecting this response because: If the mattress sags when I lay on the mattress like a hammock after six months, why would I want to purchase another that I am sure would do the same. The specification they use is flawed for sags as the mattress only sags when you lay on it. There for I reject their offer and would like my purchase returned and they can have their mattress returned to them.

Sincerely,

******* *****
Business Response
Date: 09/30/2024
In the interest of good business we are happy to re-iterate our offer to the customer that they may choose any new mattress at a 50% discount.
Customer Answer
Date: 09/30/2024

Complaint: 22208727

I am rejecting this response because: That is not what the warranty projects to the customer at the time of purchase. I am very disappointed with "Wink " beds. If they are interested in making happy customers, return 50% of my purchase cost.

Sincerely,

******* *****
Initial Complaint
Date:08/13/2024
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 ordered a King **** Wink Beds mattress (Firm) last year and it was delivered on October 5th, 2023. After sleeping on the mattress for three months, I realized that the mattress was too firm and was the reason I was experiencing back pain and musculoskeletal issues. Wink Beds advertises a 120-day guarantee, as part of which a customer can exchange a purchased mattress for another if they are not satisfied. This return policy was one of the reasons I purchased the mattress from Wink Beds.On January 5th, 2024 (well within the 120-day guarantee window), I reached out to Wink Beds to ask for a softer mattress as an exchange as part of the warranty. They denied my request because my household had exchanged a different mattress for a different reason and they now claimed that the guarantee was limited to 1 per household. This is deceiving because it is not stated clearly during the purchase process. As a loyal customer, I was being penalized for purchasing multiple mattresses. I continued sleeping on the mattress as I was told I had no recourse but my back conditions continued. I reached out to Wink Beds again to seek a remedy. This time, I asked to take advantage of their "exchange program" a program that advertises a replacement mattress at any time, at a cost of 50% of the retail price of the mattress. The current retail price is $1699, which means a 50% cost would be $849.50. However, they are asking me to pay $999. This company continues to advertise guarantees and other consumer programs, only to change the terms after the fact when a customer actually wants to take advantage of one of them.
Business Response
Date: 08/30/2024
The customer is welcome to participate in our "any reason" replacement guaranty program. This program offers customers the opportunity for existing customers to exchange their mattress to any other mattress from WinkBeds after their free trial period has concluded for 50% off the current full retail price. The current retail price of the mattress customer wants to buy is $1,999. Therefore, the price quoted is correct.
Initial Complaint
Date:08/08/2024
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 bought a mattress from Winkbeds at the end of May, 2023 for $1199. Just a year later with normal use, and my weighing only 105 lbs, I noticed that almost all of the stitching on the top of the mattress has come apart. I sent the details and pictures to the company, and, despite its lifetime warranty against defective workmanship and materials, the company refuses to do anything about this defect, calling it normal wear and tear, which it certainly is not. (Interestingly, on its website it attempts to distinguish itself from other companies who refuse such claims for this very reason.) In complying with the companys request for additional photos, including the mattress tag, I also discovered that its advertising claims of a 100% natural mattress containing organic cotton, wool, and no chemicals or synthetic materials are false. Instead, the tag lists regular cotton, rayon, latex, and resin pad (no wool) and lacks any of the advertised certifications. I relied on their false advertising/promises, and a reasonable standard of workmanship, when I purchased this mattress. I believe I have been defrauded, and certainly have a defective mattress, and am asking for a full refund. Im happy to return the mattress at the companys expense.
Business Response
Date: 08/30/2024
Hello,
The customer's EcoCloud mattress is covered by warranty against manufacturing defects as fully described in the warranty paperwork delivered together with the mattress. Wear and tear or damage caused to the mattress by the customer's use is not covered by the warranty. When the mattress was delivered in 2023 no such rips or tears were present and there was no manufacturing defect. We understand customer's frustration however, and we are happy to offer a replacement product at 50% off the retail price under our "any reason" replacement guaranty.
Customer Answer
Date: 08/30/2024

Complaint: 22110508

I am rejecting this response because: the bed is defective. The stitching unraveled after a short period of time with light use. I also did not receive the organic, natural mattress I ordered, I believe this company is engaged in fraud and/or labeling violations and I will take this up with the relevant governmental agencies and the court.

Sincerely,

******** ********
Business Response
Date: 09/17/2024
The customer's allegations are untrue.
Customer Answer
Date: 09/23/2024

Complaint: 22110508

I am rejecting this response because: The attachments to my complaint clearly substantiate my allegations. If my allegations are untrue. then tell me, at a bare minimum, Winkbeds, where is the wool in my mattress? Where is the organic cotton? How is the fact that the stitching is unravelling after a year of light use not a manufacturing defect, especially in light of your acknowledging it as such with other customers? ********************** sold me something different from what it advertised. It also failed to make good on its warranty. The company claims this mattress is built to last a lifetime, yet it didnt even last a year. As with most people, Ive had a lifetime of mattress ownership. Each has lasted at least ********************************* other issues. Because of this companys poor workmanship and misrepresentations I now own a $1200 piece of garbage and have to buy another mattress. Winkbeds did not give me what I paid for and I want my money back.
Sincerely,

******** ********
Business Response
Date: 09/30/2024
When customer received their mattress the stitching was fully intact and there were no issues related to the manufacturing. If there was a manufacturing defect, it would have been obvious when the mattress was delivered and had she reported it, a valid warranty claim would have existed. In this case, customer has owned the mattress for about a year and the issue she is complaining about happened during her ownership not during the manufacturing process. Customer is welcome to choose any new ********************** mattress to purchase at a 50% discount under our "any reason" replacement guaranty.
Customer Answer
Date: 10/09/2024

Complaint: 22110508

I am rejecting this response because: I am rejecting this response because: You have failed to make any good faith effort to resolve my complaints. Your website states if you ever find your mattress is defective in any way, well replace it at zero cost or hassle to you under our Lifetime Warranty (emphasis on the word lifetime). Instead of honoring your warranty, you are offering to have me purchase yet another discounted mattress from you under your any reason lifetime replacement option, which your website indicates is for those who decide [they] need a different firmness level or [] simply want[s] to trade in [their] current mattress for a fresh one. Understand that I am not trying to exercise an option here. I did not simply decide I no longer like the mattress - the mattress is defective and falling apart. Your claim that stitching issues would have been obvious upon delivery is baseless and undermined by the fact that the issue continues to get worse over time (see attached photos depicting continued unravelling since I filed my complaint). I do not know how I would have determined at the time I received the bed whether the stitching would withstand normal use. What I do know is that Ive owned numerous beds in my lifetime and have never had one come apart at the seams, even after a decade or more of use. I also know that this bed was made for sleeping on and should not have come apart from that use, especially when I weigh less than the average person. A lifetime warranty by its very nature covers defects that reveal themselves during the period of ownership, not just those that may have been apparent upon delivery. In fact, your warranty indicates that the mattress is covered for the full period of ownership. Can you show me where your warranty states that I was required to detect, predict and report stitching issues at the time of delivery for them to be covered under your lifetime warranty against defects? You claim the stitching was fully intact at the time of delivery. Can you show me that statement is true? The fact that I do not have a trained eye and did not examine or apply a tension test to each stitch at the time of delivery does not mean defects do not exist. The fact that the mattress is coming apart after such a short period of light use clearly demonstrates that it is defective. There is simply no other logical explanation.
You have also failed to respond in any way to the fact that the materials listed on the tag attached to the mattress are materially different that those you advertise on your website and upon which I relied in deciding to buy the EcoCloud mattress. If the mattress contained wool as advertised, it had to be listed on the tag. The fact that it is not listed (see attached photo of the tag) leads me to believe your advertising claims are false. If you were acting in good faith, not only would you recognize the defect and uphold the terms of your warranty, you would refund my money as I clearly did not get the mattress you advertised. Your offer to sell me a new mattress with the same misrepresentations and defects, and with absolutely no warranty, for 50% off the original price is NOT in any way a good faith effort to resolve my complaint and is, frankly, insulting. I am once again asking you to do the right thing and refund my money.

Sincerely,

******** Levinson
Sincerely,

******** ********
Business Response
Date: 10/16/2024
We've determined that customer does not have valid warranty claim based on the photos provided. If customer is unsatisfied with that determination, she is welcome to ship her mattress back to us at her own expense for further evaluation, per the terms of the warranty (attached). The recourse for a valid warranty claim is a replacement mattress only, not a refund. That said, we are willing to offer this customer a partial refund in the amount of $300 to settle this. This is our final offer.
Customer Answer
Date: 10/25/2024

Complaint: 22110508

I am rejecting this response because:  When I was shopping for mattresses last year, I was concerned about the health effects of synthetic materials and chemicals such as fire ******ants used in most mattresses. I sought a mattress that only used natural materials - specifically organic cotton, wool and latex. I also specifically sought out mattresses that were Oeko Tex and **** certified. Your website identified the ******** mattress as exactly that and I purchased it, for $1199, relying on those representations. Approximately a year after receiving the mattress, I noticed that the stitching was coming undone. In making my warranty claim, you asked for photos of the stitching as well as a photo of the tag attached to the mattress. When I took a picture of the tag, I discovered that you did not deliver the mattress that you promised. There is no wool in this mattress, it doesnt appear to be made with organic cotton, nor does it bear the advertised certifications. On top of that, it is clearly defective.

I dont know what you stand to gain by having me spend hundreds of dollars more to send this mattress back to you for further evaluation, other than to discourage me from continuing to ask for whats right - either the mattress that was advertised, without defects, or a full refund. You can see the tag and the stitching issues in the pictures Ive already sent and you already know what materials were used in constructing the mattress. Im happy to send additional photos and video if you'd like and have attached some additional photos here. It is difficult to show given the file size restrictions on this platform, but almost every single stitch is coming undone. Again, however, the stitching is not the only issue here and your warranty terms become irrelevant in the face of the fact that you did not deliver what you promised. Even if the stitching were the sole issue, I dont know how you could possibly explain the unraveling of almost every stitch as anything other than a defect that you should cover under warranty. It is really quite egregious.

Frankly, your offer to give me 1/4 of what I paid for the mattress is insulting. Even the poorest mattress shouldve lasted approximately 7 years and here I am having to buy a new one a little more than a year after giving you $1200. Your offer has no rational basis, doesnt come close to compensating me, and is not made in good faith. If you were acting in good faith, you would reimburse me and delete the misrepresentations from your website so that other consumers are not similarly misled. I want nothing more than to get this mattress out of my house, but simply cannot afford to purchase a replacement. At this point, Im so exasperated that I would be willing to accept $1000 so that I can replace it with the lowest priced alternative I can find (and for which Ive verified the advertising claims to be true).

Sincerely,

******** ********
Customer Answer
Date: 10/25/2024
I just submitted a rejection of the business' last response, but I was having problems with your website and I believe only one of my 5 attachments went along with it. Can you please include the attachments that I have attached hereto? They are necessary as the company claims they cannot tell anything is wrong with the mattress. Thank you.
Customer Answer
Date: 10/25/2024
Here is one more. I had the same problem with your website again. When I hit the "proceed" button, it didn't do anything so I started fiddling with the attachments and it randomly sent the message. Thank you for your help in getting all of these attached.

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