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:04/20/2023

  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 purchased a 7k+ bed from Relax in Comfort in 2021. I was promised a 10yr warranty and that the bed was top of the line winning multiple awards, etc. I was also told that they had a ohine number I could trouble shoot any issues I had. I had issues with it from the start, but was told by the owner Don that I couldn’t return it, but could exchange it for a more expensive beds last month the bed stopped working. The bed stopped working a month ago and when I called Don, he said the warranty was null and void because the manufacturer went out of business or something happened. He is not sure and the phone number to the ReSt bed manufacture to troubleshoot the bed was not working and that they are not returning emails. So I’m out of a bed and out of 7k+.

  

  Business Response

  Date: 04/20/2023

  As a 3rd generation small family business, and the oldest back care & sleep specialty store in America, we pride ourselves on our reputation and dedication to our customers.  We offer only legacy brands with the best record of past performance. Our sleep solutions now offer Tempur-Pedic the J.D. Powers #1 rated mattress in America, and Personal Comfort, the #1 rated number bed in America. ReST Bed is a derivative of the Personal Comfort brand with award winning technology and was voted the #1 smart bed in 2020 by the Sleep Industry Association.

  ReST Bed cancelled all retail partners last year - and decided to sell only direct to the consumer.  Although we have been fired by ReST Bed we continue to do  our best to facilitate all warranty claims.  The warranty is provided directly from the manufacturer - as a retail showroom our role is to help facilitate the process with ReST Bed. I have personally had ongoing communication with Ms. *******, her characterization of my responses are  grossly mis stated in her complaint.  (copies of emails attached for the BBB's review)  I have been professional and offered assistance at every step.  We are limited in our role as a facilitator - I cannot force ReST Bed to respond- especially since they terminated our account last year.

  I am working on a solution to help Ms. *******, that would include exchanging out the ReST Bed chamber and pump system with the Personal Comfort system at a nominal cost.  This would be the last resort, assuming ReST Bed does not resume operations.  ReST Bed has many BBB complaints and has been non responsive to the BBB.  It is our desire to help our customers to the best of our ability with a reasonable and practical solution- providing a refund , due to an issue outside of our control, which is strictly due to a manufacturer's warranty issue is not reasonable or practical.

   

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the owner Don said he is working on a solution that would enable me to swap out of the ReST Bed technology at a nominal cost, but has not responded to several emails from me after.. I asked when I should expect his solution to finalize as I’m sleeping on the couch due to the faulty bed he sold me. I am still waiting on a response after his initial reach out. One of his workers in store offered her help as a response to the email, however it involves getting past the part that’s not working on my bed and therefore is not helpful.
  

  I will be satisfied with the reply once Don has come up with a solution and starts to out that solution into play. 
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 04/26/2023

  It seems we may of mis communicated this week- I called ****** this week and she indicated she was recovering from knee surgery and she asked if would it be possible for her to call me back when she felt better.  I have the cost to re-configure her into a compatible number bed model- for less than 10 cents on the dollar based on her original purchased item.  While it is unfortunate that ReST Bed has gone radio silent for many months, and may be closed down forever, I have summoned my industry connections the past 40 years to help offer a cost effective solution for not only Sydell, but any other ReST Bed customers that may follow.  I will email ****** the updated information.