Business Profile

Mattresses

WinkBeds

Headquarters

This business is NOT BBB Accredited.

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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:02/08/2023
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 mattress from winkbeds in October of 2021. Shortly after purchasing, I've noticed that it is sagging considerably in the middle. I reached out to the company because they have a lifetime guarantee for their mattresses. They were horrible at responding (sometimes taking up to 10 days to hear from) and refused to help resolve the issue. I rotated the bed, check the platform I had it on, you name it. They said my only option was to purchase ANOTHER bed from them at a 50% discount. I would never give this company more of my money. Since they have a lifetime guarantee, I feel that they should refund me my money or give me a new mattress at no charge.
Business Response
Date: 03/02/2023
WinkBeds offers a lifetime limited warranty on our mattresses. After evaluation, this customers mattress does not meet the threshold for a replacement product. However, customer is welcome use our "any reason" replacement guarantee to get a new mattress that *** better suit their needs at 50% off.
Initial Complaint
Date:09/22/2022
Type:Product Issues
Status:
UnresolvedMore 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.
Business never mentioned Side Sleeper mattress is for 130 pound people or less. I learned this on ANOTHER WEBSITE. I called withing 130 days, got an argument. AN ARGUMENT, WINKBEDS!!!!! Now they won't refund as time has gone by. Don't buy from this company. THEY MAKE YOU KEEP THE *** THIRTY DAYS THO YOU ARE NOT SATISFIED. These mattresses are back breakers. DON'T BUY. THEY WILL DESTROY YOUR BACK. YOU WILL HAVE THOUSANDS OF DOLLARS MISSING FROM YOUR ACCOUNT, BUT NO GOOD MATTRESS TO SLEEP ON. HORRIBLY UNCOMFORTABLE. HORRIBLY DECEPTIVE PRACTICES. BUYER BEWARE....SAVE YOUR MONEY!!!
Business Response
Date: 09/29/2022
The mattress customer ordered is not for people 130 lbs or less.
Customer Answer
Date: 10/03/2022

Complaint: 18060636

I am rejecting this response because: It is stated on a ******* website that this side sleeper mattress is for people 130 pounds or less. The website I bought from did NOT state this, unfortunately. Please replace or refund.

Sincerely,

***********************
Business Response
Date: 10/13/2022
It does not state anywhere on the WinkBeds website that this mattress is for people 130 lbs or less. Customer placed this order over a year ago an as such their free trial period has concluded.
Customer Answer
Date: 10/14/2022

Complaint: 18060636

I am rejecting this response because: Again, I called within time period allotted and got an argument. Again, this mattress is for 130 pound people or less, which was stated on one website, but not the other, where I bought this mattress. You need to stand behind your product wink beds. It is in your records where I called and got the argument. I called within the time frame. This mattress needs to be exchanged, no arguments. Just like your website states.

Sincerely,

***********************
Initial Complaint
Date:09/03/2022
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.
The alleged terms and conditions dont apply 1 are unlawful - and winkbeds refusal is in abrogation of ********** and ******** laws.
Business Response
Date: 09/08/2022
Company is compliant with state and federal laws.
Initial Complaint
Date:08/25/2022
Type:Order 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 ordered a bed from Winkbeds and it had 120 days return policy. We have been trying to return the mattress for 2 weeks now, send them several messages to their email ********************************* and received no answers. I tried to call, but the recording says send an email. Before I contact my credit card company to cancel charge, I want to try to resolve the issue
Business Response
Date: 09/06/2022
Customer is welcome to return their mattress within the 120 day free trial period. In order to ensure proper documentation of the of the return, pick up address, and other details the return must be coordinated via email so as to have a record of it in writing.
Customer Answer
Date: 09/06/2022

Complaint: 17769613

I am rejecting this response because: I sent them 2 emails asking for refund and return with all the information and got no responce. In order for me to return, they need to arrange it, and when I get no replies to my emails, what am I supposed to do next?

Sincerely,

*************************
Business Response
Date: 09/15/2022
Our team did respond to the customer to help with the return pickup.
Initial Complaint
Date:08/19/2022
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.
On 7/29/21 I purchased a full size "soft" side sleeper mattress from *******. I paid about $1,200 for this mattress. I got the mattress and the very first night it was totally uncomfortable. I gave it a fair chance and slept on it as long as I could stand. I called and asked them to pick it up and send me a different mattress called the "Luxury Firm" mattress. This "soft" mattress was so hard, it was like sleeping on concrete. They argued it was softer than the luxury firm, then they suggested putting a mattress topper on it. I did that and it did not work- as a result, the time went by and I did not get it returned within 120 days. They failed to mention on the phone or on their website that this mattress is for people who weigh 130 lb or less. I had to find that out on another website. I have contacted them. They do not want to honor the 120 day return, but if they would have told me the very first time I called within the 120 days that you have to be 130 lb or less for this mattress and if they would have just accepted the return and shipped the mattress I wanted, I would not be here complaining today. I tried to work with them by contacting them via email to buy another mattress at a half off price like their websites states you can do if you purchased a mattress with them before, which I have. So I got on the chat line with them on their website and they told me to go and email them back. I did. Still no info. I feel I'm getting the runaround and I'd like to get this mattress returned and get the second mattress I requested in the first place at no charge. It's like pulling teeth to return a mattress in 120 days or otherwise. I get suggestions on how to doctor up a new mattress, arguments, and deception with this company. Please help me get this mattress returned for a "Luxury Firm" mattress, at the original free agreement. This is no $1200.00 mattress. It is a step above a futon mattress and I really don't have money to throw away again. Thanks for your help!
Business Response
Date: 08/30/2022
As customer is no longer within their ********* free trial period, we can no longer accept a free return. Customer is welcome to select any other mattress for a 50% discount under our "Any Reason" 50% off replacement guaranty.
Customer Answer
Date: 08/30/2022

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.

Sincerely,

***********************
Initial Complaint
Date:08/02/2022
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.
The first king size mattress I bought from Wink beds developed a serious dip that prevented us from sleeping. Since it was still under warranty, they picked up the old mattress and replaced it with another. When the second mattress failed - still under warranty - I asked for a refund. I received confirmation that I would get the $1800 refund after they picked up the second mattress. They scheduled and picked up the second mattress. I exchanged emails with them and called several times. On the forth attempt to resolve this by telephone, I was put on hold repeatedly for long times and told there was no supervisor available, and hung up on. Further attempts to contact them resulted in my phone call going to voicemail, even during various business hours. It was only after calling from a different phone number that it got through, only to have the rep say that there was no supervisor available, he was not allowed to discuss this matter with me, and hung up! ( I have this conversation recorded, please let me know how to get you an audio copy.) I am obviously being blown off as they wait for the warranty to expire. Please help me either recover my money or my replacement mattress (which I will attempt to sell) as per the promise I was given by the company. Thank you!
Business Response
Date: 08/26/2022
We are currently investigating this issue.
Business Response
Date: 09/08/2022
We replaced the mattress customer purchased in 2018 under the terms of our warranty in April 2021. We also allowed customer to also keep the defective mattress. From April 2021 until June of ******************** possession of two ********************** mattresses. Customer in 2022 requested that the original defective mattress be picked up, which we did in June 2022. Customer is now in possession of 1 ********************** mattress that is in good condition and no longer has a free trial period. Therefore customer is not entitled to a refund.
Customer Answer
Date: 09/15/2022

Complaint: 17661702

I am rejecting this response because:
This line is FALSE:- From April 2021 until June of ******************** possession of two ********************** mattresses. -
The 1st mattress was replaced in 2018 and the original mattress was picked up. IT FAILED IN 2020! In 2021 I requested a refund and was told I would receive one per previous attached email. My apartment is so small it is physically impossible to have 2 mattresses. Besides, it's only my wife and I - we don't need another mattress! I was upset because they did not pick up the mattress at the time indicated, so my disabled wife and I had to navigate around that mattress for a week! This also does not excuse the company BLOCKING MY PHONE NUMBER so I am unable to talk to them! Please let them know I have contacted "Channel 5 on Your Side" and they are willing to do a report in September on Wink Beds (News Channel 5 exposes fraud in *******.) I am very upset at the cavalier treatment of my case by WinkBeds and Will pursue this! Thank you BBB for your assistance.
Sincerely,

***********************************
Business Response
Date: 09/29/2022
We've tried to resolve the dispute with this customer and sent them multiple mattresses but there doesn't seem to be any progress.
Customer Answer
Date: 10/01/2022

Complaint: 17661702

I am rejecting this response because:
The following latest statement from Wink Beds is FALSE: "We've tried to resolve the dispute with this customer and sent them multiple mattresses but there doesn't seem to be any progress".
Point1: *********** has actively blocked by calls and refuses to speak to me reasonably.
Point 2: The have not initiated any contact whatsoever at any time regarding this.
Point 3: The "canned" responses to this BBB inquiry clearly shows a lack of attempt to resolve anything.
Please allow he to restate the issue;
Fact 1: The initial bed (now referred to as BED #1) failed within the warranty period. Wink beds said they'd replace it.
Fact 2: Wink beds initiated a return pick up of the old bed (BED#1) and delivered the new bed (Bed#2.)
Fact 3: Bed #2 ALSO failed during the warranty period. Wink beds said they would REFUND the bed (see attached email.)
Fact 4: Wink beds scheduled a pick up of BED #2 TWICE (The pick up company failed to meet their agreement.)
Fact 5: Wink beds refused to issue a refund, claiming I still had a bed.
Fact 6: On the third attempt for me to contact Wink Beds, all calls during business hours were sent to voicemail or hung up on. I called more than 43 times.
Fact 7: When I called posing as a new customer trying to buy a bed, they answered the phone and before I could reveal ANY information (my name, reason for calling, mention of previous attempts,) I was put on hold by the male rep and when he returned he said he "didn't have the authority to discuss my account" and hung up.
This proves Wink beds did refuse to resolve this issue in any reasonable way. I will not accept anything less than monetary recompensation for this, or I will continue pursuing justice though our local television station's program "5 on Your Side" in *******. I assure you the damage done by exposing this fraud would not be worth ignoring my case. Honestly, I hate to resort to mean strong arm bullying tactics, which is why I am attempting to resolve this through the BBB. The least that Wink Beds can do is have someone with the authority contact me and speak reasonably to me about this. Whenever anyone calls, there is no manager available. SInce any reasonably half-wit realizes this a blow-of tactic, I am hopeful but extremely skeptical this will yield results. Thank you.
Sincerely,

***********************************
Business Response
Date: 10/13/2022
******** acknowledged in their last response that they are still in possession of the replacement mattress we sent to him, despite two pickup attempts. Since customer never returned that mattress he is not entitled to a refund.
Customer Answer
Date: 10/14/2022

Complaint: 17661702

I am rejecting this response because:
OK, this is RIDICULOUS!!! Did they even read my response?!? Please stop and read what I wrote! I thought I broke it down as simply as possible.
I DO NOT HAVE ANY MATTRESS!!!!!!!!!!!!!
YOU HAVE ALREADY PICKED UP BOTH MY MATTRESSES!!!!!
It's right there in black and white. How can you deny something so simply put?
Let me state it again since this is the third time you could not understand my writing: I -DO-NOT-HAVE-YOUR- MATTRESSES. YOU-HAVE-ALREADY-PICKED-UP-BOTH-MATTRESSES.
Wink Beds STILL refuses to communicate directly with me to resolve this. They are clearly sending the BBB canned responses.
I demand that I receive some direct attempt to resolve this from Wink beds. I have even given you my telephone number. Call me today.
TO THE BETTER BUSINESS BUREAU: Please have a rep from your organization contact me ASAP. I need further assistance. Thank you.

Sincerely,

***********************************
Business Response
Date: 10/25/2022
We have repeatedly asked the customer to provide proof that both mattresses were picked up by our team, but he cannot do so. Our records and the records of our pickup partner both show that only one mattress was picked up.
Initial Complaint
Date:07/22/2022
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.
Purchased queen ******** on 9/4/2021 for $1354. Mattress was properly cared for and rotated per Winkbeds' instructions. Mattress collapsed to the extent that it was causing acute back pain for both me and my wife by June 2022 (approx 9 months). Attempted to file a warranty claim with Winkbeds, but Winkbeds said that bed had not collapsed "enough" for them to provide a warranty replacement. Mattress is clearly defective and unfit for the intended use. I am seeking a warranty replacement or refund for the ********.
Business Response
Date: 08/02/2022
The warranty claim was denied as the mattress did not meet the requisite criteria.
Customer Answer
Date: 08/03/2022

Complaint: 17612761

I am rejecting this response because: Mattress is clearly defective and causing acute back pain for both me and my wife. Business does not deny this.

Sincerely,

***********************
Business Response
Date: 08/11/2022
While we of course don't wish back pain on anyone, just because someone experiences back pain does not mean their mattress is defective. After evaluating photos of the product a determination was made that this mattress is not defective.
Customer Answer
Date: 08/13/2022

Complaint: 17612761

I am rejecting this response because:
Your website says "And 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 mine) I find that my mattress is defective. I would like it replaced at zero cost or hassle to me. See https://www.winkbeds.com/pages/company
And here's your warranty language:
OUR LIFETIME DURABILITY PROMISE
Were proud to be the only mattress manufacturer that includes a Full Replacement Lifetime Warranty.
Thats right. In the unlikely event your mattress develops any kind of defect during your lifetime, contact us and well immediately replace it at zero cost or hassle to you.
No strings attached.
Details here:

Any physical flaw in the Mattress due to a manufacturing defect that causes the foam or spring material to evidence DEGRADATION, split or crack, despite normal usage and proper handling. (emphasis mine).
I find that the foam and spring are evidencing degradation in that they now cause both me and my wife back pain.
In both cases, my expectation is that you will honor the terms advertised on your website.

Sincerely,

***********************
Business Response
Date: 08/26/2022
Our team reviewed pictures of the mattress and they do not show the "collapse" as described. Further, the customer's "acute back pain" is not something covered under warranty.
Customer Answer
Date: 08/26/2022

Complaint: 17612761

I am rejecting this response because: Picture was of unloaded mattress. Mattress fails under load (when a human is laying on it).

Sincerely,

***********************
Business Response
Date: 09/01/2022
As there is no visible defect to the mattress, the warranty claim was denied. We sympathize with customer's situation and welcome them to purchase a new mattress for 50% off under our "Any-Reason" 50% off replacement guaranty.
Customer Answer
Date: 09/01/2022

Complaint: 17612761

I am rejecting this response because:
Your website says "And 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 mine) I find that my mattress is defective. I would like it replaced at zero cost or hassle to me. See https://www.winkbeds.com/pages/company
And here's your warranty language:
OUR LIFETIME DURABILITY PROMISE
Were proud to be the only mattress manufacturer that includes a Full Replacement Lifetime Warranty.
Thats right. In the unlikely event your mattress develops any kind of defect during your lifetime, contact us and well immediately replace it at zero cost or hassle to you.
No strings attached.
Details here:

Any physical flaw in the Mattress due to a manufacturing defect that causes the foam or spring material to evidence DEGRADATION, split or crack, despite normal usage and proper handling. (emphasis mine).
I find that the foam and spring are evidencing degradation in that they now cause both me and my wife back pain.
In both cases, my expectation is that you will honor the terms advertised on your website.

Sincerely,

***********************
Business Response
Date: 09/08/2022
The customer's bad back is not evidence of degradation of the foam or any other component of the mattress.
Customer Answer
Date: 09/08/2022

Complaint: 17612761

I am rejecting this response because:

Your website says "And 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 mine) I find that my mattress is defective. I would like it replaced at zero cost or hassle to me. See https://www.winkbeds.com/pages/company
And here's your warranty language:
OUR LIFETIME DURABILITY PROMISE
Were proud to be the only mattress manufacturer that includes a Full Replacement Lifetime Warranty.
Thats right. In the unlikely event your mattress develops any kind of defect during your lifetime, contact us and well immediately replace it at zero cost or hassle to you.
No strings attached.
Details here:

Any physical flaw in the Mattress due to a manufacturing defect that causes the foam or spring material to evidence DEGRADATION, split or crack, despite normal usage and proper handling. (emphasis mine).
I find that the foam and spring are evidencing degradation in that they now provide inadequate support for use.
In both cases, my expectation is that you will honor the terms advertised on your website.

Sincerely,

***********************
Business Response
Date: 09/15/2022
The full text of our limited warranty is attached.
Customer Answer
Date: 09/16/2022

Complaint: 17612761

I am rejecting this response because: Company has failed to respond to earlier comments.

Sincerely,

***********************
Business Response
Date: 09/29/2022
Customer could not provide evidence of the mattress "collapsing" which is required for a warranty replacement.
Customer Answer
Date: 10/03/2022

Complaint: 17612761

I am rejecting this response because:
WinkBeds has never seriously responded to the substance of my complaints. They are gaming the BBB system to deceive customers as to the true state of customer acceptance of their "resolution."

Sincerely,

***********************
Business Response
Date: 10/13/2022
That is simply not true. The team carefully reviewed the evidence provided and determined a manufacturing defect does not exist.
Customer Answer
Date: 10/21/2022

Complaint: 17612761

I am rejecting this response because:
I encourage you to read the entirety of the thread and ask yourself if WinkBeds is acting in good faith and keeping the promises they make on their own website.

Sincerely,

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

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WinkBeds is NOT a BBB Accredited Business.