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:06/02/2023

  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.

  Dear Better Business Bureau,I purchased a mattress and topper from Posh+Lavish via Mattress World Northwest on February 1, 2022 for $4800 (Ref *********). The mattress began to sag in early 2023. My warranty claim was denied due to my foldable metal frame, which was not specified as unacceptable in the warranty terms at the time of purchase.Only after I invoked the warranty and mentioned potential legal action, did Posh+Lavish alter their warranty terms to exclude my frame. They've offered a one-time courtesy warranty approval, but refuse to honour any future warranty, even if I purchase an approved frame.I find this alteration in warranty terms after my claim to be deceptive. I maintain that my claim should be based on the terms at the time of purchase. I've retained a record of all correspondence.I appeal to the Better Business Bureau for assistance in resolving this issue. I trust your commitment to promoting marketplace trust and hope for a fair resolution while also preventing future deceptive practices.Sincerely,****************************

  Business Response

  Date: 07/19/2023

  Our company mailing address is **************************************************************************. If you can update that in your files, it would be much appreciated

  We are surprised to receive this consumer inquiry in that we have already credited Mattress World Northwest in full on May 15, as an act of goodwill and repurchase, for the ******** and ****** in this complaint so that ****************** could reselect a ******** brand from Mattress World Northwest that would be appropriate for the frame he wants to use.

  
  Thank you for allowing us to explain this inquiry. I have reviewed the emails we have on this ******** and ****** and have personally read all the correspondence *************** has sent our team. We have also spoken with Mattress World Northwest.
  
  Background:
  
  Our ********es are made primarily from latex rubber and are much heavier (two times or more) than most traditional coil or foam ********es available. ********************* Posh+Lavish ********** King ******** weighs over 150 pounds and the ********** King ****** on top of his ******** weighs another 60 pounds for a total of more than 200 pounds. We require our ********es to be placed on a premium frame and a strong ********** for durability and performance because of the ******** weight. ****************** only wanted to use a frame, without a **********, under his ********.
  
  With respect to terms:
  
  A ******** is the coil, foam, air or latex item we all wrap our sheets around and sleep directly on top of. 
  
  A ********** sits underneath the ******** and on top of the bed frame and is defined as an upholstered wood structure with wood slats on top that provides ideal support for heavier ********es like latex and pocketed sprung ********es. A box spring is similar to a ********** in that they sit underneath a ******** and on top of a frame although box springs are not warrantable as they contain springs inside for support and are designed for lighter weight open coil ********es. A picture of our uncovered ********** is attached for your reference.
  
  A frame sits underneath the ********** and has legs that sit on the floor. A picture of one of the most popular frames in the industry is attached for your reference.
  
  As for the specifics:
  
  1. Our warranty calls for both a ********** and a frame under the ******** for proper support and long life. Please see this section of our warranty in exhibit A below. For your reference, the entirety of the warranty can be found at ***********************************************. Not only do we spell out what is approved with regards to frames and **********s in our warranty document but we also detail the same information in the frames and **********s tab on our website: *************************************************************
  
  2. Mr ***********;only wanted to use a frame under his ******** and not use a ********** under his ********. He claims he is using the frame as a ********** in an email to us which follows as exhibit B below.. He also states that his frame meets the requirements for our ********** which it does not and is not a ********** rather a frame.  The manufacturer of this frame describes their product as a frame in this link and advises buyers that they do not need a ********** ************************************************************************************************************************************************; I do understand that this frame manufacturer tells buyers that their frame works without a box spring or ********** but that is certainly not true for a 200 pound latex ******** and ****** which is why we detail and train to what is appropriate and not appropriate for both **********s and frames.
  
  3. The information regarding the need for both a frame and ********** we are sharing with you we have already shared with ****************** in exhibit C before we credited our retailer and allowed him to choose a ******** he could use with his frame.
  
  4. I will also attach ******************* sales receipt. I noted that ***************** did not buy either a frame or matching ********** when he purchased his ********, ******, and ******** protector. The frame he either had or purchased is available online for $345. As a point of reference, the frame sold most frequently with our ******** is generally available for $100 and a Posh+Lavish ********** King ********** is generally available for just under $800. 
  
  5. In regards to updating our warranty moving forward, which would not apply to ***************** and has never been in question, we have updated it as we looked at this frame, the information available online on this frame and tested this frame. Well over 90% of the frames in the industry are sold by a company named ******* and ***** and are the industry standard in all ********, furniture, and department stores. For more than 75 years the only option for frames was whether the ******** size, ******** weight and sleepers weight dictated whether it should have four legs, five legs or six legs. As online retail grows and we find frames made from other random component manufacturers that tell consumers things like "they don't need a ********** with their frame" or that they "will hold up to **** pounds" (example at this link: **************************************************************) as some of these foldable frames say they will, we have added the following verbiage to our warranty document. "Foldable **********s and/or foldable bed frames without L shaped side rails are inadequate for any size ******** and will not support the weight of a Posh+Lavish ******** invalidating the ******** warranty."
  
  Again, we have already provided Mattress World Northwest a credit in full for this ******** and ****** so that ****************** can go into the store reselect a ******** that is appropriate for the frame he wants to use but If I can be of any other assistance in this matter or answer further questions, please let me know.
  
  *****************
  Principal
  
  
  
  
  Exhibit "A"
  Structural damage to a ******** caused by using an improper bed frame or **********. The ******** must be continuously supported by both a matching ********** with an appropriate bed frame or an adjustable ********** or an appropriate platform bed. Appropriate **********s include a matching Posh+Lavish **********, solid surface adjustable **********s, or platform bed with non-flexing slats that are less than 3 apart or slat **********s with non-flexing slats that are less than 3 apart.
  
  
  
  An appropriate bed frame must completely support the **********. This Limited Warranty applies to queen and king ********es and **********s only if they are used on an appropriate bed frame with a rigid center support, having at least 5 legs or 5 cross slats. 
  
  
  Exhibit "B"
  From: **************************** <****************>
  Date: Thursday, May 11, 2023 at 2:01 PM
  To: Posh+Lavish Assistance <*********************************>
  Subject: Re: Foundation
  Dear ********,
  
  I hope this message finds you well. I am writing to follow up on our previous correspondence regarding the warranty claim for my Posh+Lavish ********. I appreciate your response; however, I believe my case has merit and I would like to further explain my position.
  
  As previously mentioned, I am using a ****** bed frame as a ********** for my Posh+Lavish ********. Upon reviewing the warranty terms, I have found that the ****** frame meets the requirements specified for an appropriate **********. The warranty clearly states that slat **********s with slats less than 3" apart are acceptable, and the ****** frame has slats that are within the acceptable range.
  
  I understand that Posh+Lavish has the right to require proof of the quality of the ********** used with the ********. I am more than willing to provide any additional information or evidence that *** be necessary to demonstrate the suitability of the ****** frame as an appropriate ********** for the ********.
  
  I have taken great care to ensure that both the ******** and ********** are in a sanitary condition and have not been subjected to any misuse or abuse. I am confident that the issue I am experiencing with the ******** is due to a manufacturing defect rather than any other external factors. As a loyal customer, I trust that ********************** will honor the warranty and address the issue accordingly.
  
  I would like to resolve this matter amicably and without further complications. However, I want to be clear that if this issue isn't resolved, I will be pursuing this case through small claims court. I sincerely hope that it doesn't have to come to that, and we can find a mutually satisfactory resolution soon.
  
  Please let me know the next steps in the warranty claim process or any additional information you *** require. I appreciate your attention to this matter and look forward to your prompt response.
  
  Best regards,
  
  *****
  
  
  
  
  Exhibit "C"
  
  From: Posh+Lavish Assistance <*********************************>
  Date: Thursday, May 11, 2023 at 8:38 AM
  To: **************************** <****************>
  Subject: Re: Foundation
  *****,
  
  A couple things while you do your research.
  
  Most importantly, your ******** will not perform correctly or last a long time on this frame. Before we get into the technicalities of words or terms, I do want you to know that as I have checked that fact with our ******** architects. If you buy the proper frame and **********, you will be able to minimize what has already happened because of the gap space of your frame.
  
  As for terms, please review the following on our website:
  
  It is important that you have a frame and a ********** underneath your Posh+Lavish ********.
  Posh+Lavish ********es are extremely long lasting when properly supported by the proper frame and **********.
  
  Your ******** should be placed on either a proper ********** and frame or slatted platform bed and not directly on the floor.
  
  The ******** must be continuously supported by a matching ********** with an appropriate bed frame. 
  
  We give very specific directions on the ********** you need built specifically for the weight of our ********es.
  If you are buying a flat ********** with your new ********, please invest in a matching Posh+Lavish **********.
  
  
  
  Exhibit "D"
  
  Posh+Lavish ********es are extremely long lasting when properly supported by the proper frame and **********. Our ********es have one of the longest warranties with lowest body impression limits available in ***************** but will only perform optimally when they are properly supported by the right support system underneath.
  
  
  
  If you are not buying an adjustable ********** with your new ********, please do not reuse ****************** or box springs from your previous ********. 
  
  
  
  If you are buying a flat ********** with your new ********, please invest in a matching Posh+Lavish **********. We make three **********s models; a high profile which is 9" tall, a low profile which is 5" tall and a super low profile which is 2" tall. Our ********** is made out of solid spruce wood rather than composite materials. It has 14 slats in a queen. The slates are approximately 2 3/4" apart.
  
  
  
  --
  Posh+
  Lavish
  
  
  Exhibit "D"
  
  This Limited Warranty applies to queen and king ********es and **********s only if they are used on an appropriate bed frame with a rigid center support, L-shaped side rails, having at least 5 legs or 5 cross slats. Foldable **********s and/or foldable bed frames without L shaped side rails are inadequate for any size ******** and will not support the weight of a Posh+Lavish ******** invalidating the ******** warranty.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20132606
  
  I am rejecting this response because:
  
  Dear BBB Representative,
  
  I hope this message finds you well. I write this email to share my experience with Posh and Lavish, a mattress company that I believe did not act in good faith during a recent warranty dispute. While I am no longer seeking a resolution for my case specifically, I believe it's important for you to be aware of their practices.
  
  To provide some background, I purchased a Posh+Lavish mattress on February 1st, 2022. After facing issues with the product, I reached out to them for a resolution under their warranty policy. During this process, they changed the warranty terms on their website and then used these new terms as grounds to deny my claim. 
  
  While they eventually provided me with a credit that I used to purchase a mattress from a different manufacturer, it's important to note that they did not honor their original warranty. Furthermore, their correspondence with me and their responses to the ****** ********** of ******* contain many inconsistencies, as they mixed the old warranty with the updated one and included irrelevant information to make it seem like they were in the right.
  
  I would like to emphasize that if the Better Business Bureau believes it is appropriate to pursue this matter independently, I would encourage you to do so, as it appears that Posh and Lavish has not acted in good faith. While I am no longer seeking your direct assistance, I trust that you will convey my disappointment with their handling of the situation and the expectation for a fair resolution.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  *************************