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:07/17/2023

  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 placed an ordered on July 1, 2023, for Awara XL Hybrid mattress and was delivered on . The order #A-13875206. When I got the mattress it did not fit and was to small width, which was un-opened in the orginal box. I spoke to a respresentative and was told to take off the old ***** labels and leave the item on the porch on 7/13 for pick up, which I did. ***** came today with a call tag to pick-up the item, which was picked up on 7/13. So, I contacted Awara who now says they dont know where the pagage is? I dont have a pick-up tag because ********* was picked up on 7/13 by ***** and since I was instructed to remove the old tags and leave the item on my porch, I have no record of the item and Awara has no record that the item was picked-up. So, now Awara is reserching the issue, but I am afraid they will not stand by their procecdueres and the item will not be refunded. I am extremly honest and I do not have the item. Please help me get my refund back. The item cost $846.94 which included tax.

  

  Business Response

  Date: 08/12/2023

  Thank you for sharing your experience with us. We sincerely apologize for the unexpected delay with your order return and for any frustration it caused. Our records indicate that a refund has been processed. We appreciate your patience while we worked to complete your request. If there's anything we can do to further assist you, please let us know.

• Initial Complaint

  Date:07/04/2023

  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 write to express my profound dissatisfaction with Awara Sleep, a company I once regarded as reputable and trustworthy. I purchased a mattress and bed frame costing $3400, but their inability to honor commitments and deliver quality has left me financially disadvantaged.Within six months, the mattress began sagging, turning sleep into an uphill battle, literally. The quality of this high-priced product is undoubtedly subpar, as it deteriorated prematurely.The bed frame, too, has issues. It squeaks persistently despite tightening, disrupting our rest and reflecting the shoddy workmanship of Awara Sleep's products.Awara Sleep advertises a 365-day return policy, which led me to trust them initially. However, when I initiated a return request six months post-purchase, they responded after a year and three months, erroneously declaring the return window closed.When I showed evidence of a one-inch sag on both mattress sides, I was told that this sagging is 'normal' and a claim wouldn't be initiated for less than 1.5 inches. It's unreasonable for a premium mattress to sag so soon.I am deeply concerned that the sagging will worsen, and this negligence by Awara Sleep will cost me significantly with no recourse.I am disenchanted due to their poor-quality products and unresponsive customer service. I seek your intervention for a full refund for the purchased products, as promised under their return policy. I urge Awara Sleep to honor their commitment to their customers.

  

  Business Response

  Date: 08/06/2023

  We are so sorry that your Dreamcloud mattress didn't work out as you hoped. We know how important it is to be able to return your mattress when it isn't working for you. We show that you reached out to start the return within the 365-night trial but there was more than a 30-day period before we heard back to get the return completed. We hate that the return process has caused you frustration and one of our senior customer advocates has reached out to help resolve this for you. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 08/07/2023

   
  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:06/29/2023

  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 bought an Awara Hybrid Mattress online. It was delivered yesterday. I specifically request their firmest mattress. I didn't sleep a wink last night. The mattress is too soft offering little support.I have been diagnosed with Diastolic Heart Failure. It is imperative that I have a firm mattress on my adjustable frame so I can elevate my head thus be able to breathe better.I contacted the company ***************** refusing me a return until their "30-day trial period" is up. They want me to sleep on this mattress for 30 before I can return it. This will be a medical hardship for me.

  

  Business Response

  Date: 07/20/2023

  We understand how disappointing it must be to find that the Awara Mattress hasn't met your needs. We empathize with your desire to return it promptly, although typically it takes around 30 days for your body to fully adapt to a new mattress. Nonetheless, we are glad that you've already gone through the process of having your return approved early with our team. Rest assured, we are committed to assisting you every step of the way to ensure a smooth completion of your return request.

• Initial Complaint

  Date:05/05/2023

  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 an Awara mattress on March 19, 2023. My first warning should have been when the company charged me twice. They did fix that problem quickly, so that issue is not outstanding. However: I requested a refund for the mattress I did purchase, and I still haven't got a refund.The company promises that their product can be returned for any reason within 365 days. I requested a return on April 30. I had to spend more than an hour talking with customer support, who first tried to tell me that the mattress could not be returned without the tags, and interrogated me repeatedly as to whether I had removed them. He asked me to send photos, which I did, but he also tried to say that the return was subject to "approval," based on the photos. I asked four times: when had that information been communicated to me, and how? He did not answer. It's now the fifth business day since I sent the photos, and I still don't have my money back. I sent a message yesterday asking for a follow-up, and I have heard nothing. I see from the complaints here that I am not the only one. I hope I don't have to resort to small claims court.

  

  Business Response

  Date: 05/25/2023

  We apologize for any frustration you may have experienced through our return process. While we try to make the process as smooth as possible for our customers, unfortunately there are occasional hiccups and we thank you sincerely for your feedback so that we can continue to grow and improve. According to our records, your return was approved and your refund has now been processed. If you have any additional questions, please don't hesitate to reach back out!

• Initial Complaint

  Date:02/20/2023

  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.

  On January 31, 2023, I purchased a mattress from Awara--order #**********--and received the mattress on 2/7/23. After sleeping on it for several days, it became very clear that the mattress was too soft; my spouse and I had severe lower back pain. On February 19th I phoned Awara, explained the situation, and told them I'd like to return the mattress. My customer service agent, "*****", asked for two photos of the mattress, one showing it on the bed, and one showing the tags. I sent the photos via text as asked, and ***** confirmed he received them. Next, ***** asked if I'd like a "firm topper" for the mattress and or a $175 discount and I declined. ***** asked to put me on hold for "computer problems" first, then to "get my supervisor's approval." ********** ***** forgot to mute his ****, and we just sat there, there was clearly no communication going on--just his breathing and the background noise of the boiler room. Finally ***** came back, said that it was their policy that we had to keep the mattress for a month, and that the mattress would be eligible for return on March 7th. I asked where in the *** was that stated, because I could not find that policy anywhere on the website. ***** was unable to help because this policy is, in fact, nowhere on Awara's website. I told *****, this "policy" was not on their website, and would he prefer that I contact my credit card company with a chargeback, or a refund from Awara? ***** put me on another longer hold, forgot to mute his **** again, then returned and said "unfortunately we need to be firm on this policy, you cannot return until after March 7th." At that point I ended the call, and will be contacting my CC company with a chargeback. Oh, and by the way, when I asked ***** what country I was phoning, I was told ***************, "but our call center is based in *******." When I hung up, I immediately received an email asking me to rate my interaction, claiming the the call center was in *****************. More lies.

  

  Business Response

  Date: 03/13/2023

  We are disappointed to hear that your Awara mattress was not the perfect fit for you. For the benefit of new customers, we recommend taking at least 30 days to adjust to a new mattress. We certainly appreciate you providing us with your feedback regarding your sleep and customer service experience. Our records indicate that your return has been completed and your refund has been processed. We are working tirelessly to provide the best customer experience possible and we value every bit of feedback we receive.

• Initial Complaint

  Date:01/28/2023

  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 purchased a pillow from Awara. The website says they have 50 days return policy. It turns out that if you open the pillow you cannot return it. So they really don't have a trial period because you can't use it. I have contacted company several times and post reviews that never end up on their website and then they respond to my review by telling me to contact their customer service. When I contact them they just tell me there is nothing they can do. It is an endless loop to make it seem like they are responding but never do. I would like a refund because I believe their return policy is deceiving.

  

  Business Response

  Date: 02/18/2023

  We're very sorry to hear about your experience and for any misunderstanding with our return policy. Your feedback is valuable to us here at Awara as we continue to work tirelessly to provide the best experience possible. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.

  Customer Answer

  Date: 03/10/2023

   
  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:09/06/2022

  Type:Delivery 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.

  From: *****************
  Date: Friday, September 2, 2022 at 2:47 PM
  To: ******************
  Subject: Message from *******
  
  Awara Mattress order cancelled and returned as package received was damaged. Did not open the box as the content (mattress) obviously had been USED and returned by previous buyer in its original box. Awara or any mattress store should NEVER sell USED mattress.
  Sent from ***********************************
  
  RESIDENT
  NE
  Hi, *************
  Order Details
  We've Delivered It!
  Your order has been delivered. We hope you love it!
  Order NO.: **********
  Order Date.: 04 Jul, 2022
  Delivered Jul 13, 2022
  Status: Delivered
  Tracking #: ***************
  Awara Mattress
  $1499. $1799
  Queen60in x 80in x 12in
  Delivered Jul 12, 2022
  Status: Delivered
  Tracking #: ***************
  Tranquility sleep bundle $0
  Delivery Address:
  *************
  ***************************************************
  United States
  (925) 393-2517
  Delivery Method:
  Standard
  Payment Details
  
  ******
  Order Total
  Sub-total:$2,298
  Discount:-$799
  Delivery:FREE
  Taxes:$77.66
  Order Total:$1,726.66
  
  ******
  Your loan confirmation
  ******* - Awara has processed your order, and your loan has been confirmed!
  We'll keep in touch with email and *** payment reminders, and you can access your account at ******.com/u.
  
  Your Loan Breakdown
  With ******, you'll never have to pay compounding interest, hidden fees, or unexpected costs. What you see is what you'll pay!
  $1,726.66
  Loan amount
  Your Payment Schedule
  Aug 6, 2022 $167.05
  Principal: $125.42
  Interest: $41.63
  
  There's no financing involved as product was cancelled and returned. Shipping is FREE as indicated on invoice above.

  

  Business Response

  Date: 01/01/1900

  Business Response /* ****** ** **********) */
  We are so sorry that the mattress box arrived damaged and was not up to your standards. This is never the experience we want for any of our customers. We see that you asked for a return and refund instead of a replacement and even though we hate to lose you as part of the Awara family we understand. Our shipping policy states free shipping when being delivered within the contiguous US. Purchases being delivered to AK, HI, Guam, etc. will incur a non-refundable shipping fee. We have processed a full refund back to your original payment method excluding this shipping fee and applicable taxes for that fee as it is non-refundable. We hope you find your dream mattress soon and please let us know if there is anything else we can do to help!
  
  
  Consumer Response /* ****** ** **********) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A copy of the invoice from Awara, as copy also provided to *** indicated FREE shipping, and no shipping amount was listed. The total amount in invoice was the amount that ****** picked up as the total amount of the order and basis for their billing. I have also provided that copy. However, I don't have any knowledge of any internal arrangements that Awara and ****** have as it wasn't disclosed. What Awara shows on the invoice and ****** on their billing matched. It is the copy I have. Consumers go and sign for by what the total invoice on the order and what the finance company's total billing shows. All other fees should be disclosed on the invoice and not indicate as free. Awara should consider filing a claim with their shipper/carrier if in fact the package was damaged in transit. In regards to not requesting a replacement but a statement refund, I opted for the latter due to the uncertainty of getting a brand new mattress, especially Awara's offer of the 365 days free trial. For hygienic purposes, people don't buy/sell used mattress and even charitable organizations refuse to accept donation of the item in this condition. I would appreciate a full refund as indicated on Awara's invoice and coordinate and reconcile with ******'s billing so I am cleared of any balance outstanding and due.
  
  
  Business Response /* ****** ** *********** */
  We appreciate the information you have provided. Our shipping is free within the contiguous US. Shipping fees will apply for orders being delivered to AK, HI, Guam, etc., and are non-refundable. This fee would have been disclosed at the time of checkout under the shipping information when you went to finance through ******. One of our senior customer advocates has reached out to you via email to ensure you have a direct point of contact. We look forward to getting this taken care of for you.

  Customer Answer

  Date: 09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  A copy of the invoice from Awara, as copy also provided to BBB indicated FREE shipping, and no shipping amount was listed. The total amount in invoice was the amount that ****** picked up as the total amount of the order and basis for their billing. I have also provided that copy. However, I don't have any knowledge of any internal arrangements that Awara and ****** have as it wasn't disclosed. What Awara shows on the invoice and ****** on their billing matched. It is the copy I have. Consumers go and sign for by what the total invoice on the order and what the finance company's total billing shows. All other fees should be disclosed on the invoice and not indicate as free. Awara should consider filing a claim with their shipper/carrier if in fact the package was damaged in transit. In regards to not requesting a replacement but a statement refund, I opted for the latter due to the uncertainty of getting a brand new mattress, especially Awara's offer of the 365 days free trial. For hygienic purposes, people don't buy/sell used mattress and even charitable organizations refuse to accept donation of the item in this condition. I would appreciate a full refund as indicated on Awara's invoice and coordinate and reconcile with ******'s billing so I am cleared of any balance outstanding and due.

  

  Business Response

  Date: 09/13/2022

  We appreciate the information you have provided. Our shipping is free within the contiguous US. Shipping fees will apply for orders being delivered to AK, HI, Guam, etc., and are non-refundable. This fee would have been disclosed at the time of checkout under the shipping information when you went to finance through ******. One of our senior customer advocates has reached out to you via email to ensure you have a direct point of contact. We look forward to getting this taken care of for you.

• 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.

  I want to return the mattress that has a no questions asked 365 night trial return. I can't sleep at night on the mattress and do not usually have sleeping problems. Awara customer service said I can't return it before 30 days. But this is not stated in the return policy.

  

  Business Response

  Date: 01/01/1900

  Business Response ** ****** ** *********** */
  We regret to hear that the Awara mattress was not a good fit for you and apologize for any discomfort, this is not the kind of experience we want you to have. We understand your frustration with our return policy and we're sorry for any inconvenience with the process. Your satisfaction & feedback is very important to us. Our records indicate that a return has been processed and we appreciate your patience while we work to assist you with your request. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.
  
  
  Consumer Response ** ****** ** *********** */
  (The consumer indicated he/she ACCEPTED the response from the business.)

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:08/01/2022

  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.

  I purchased a mattress and bed frame with a headboard. I received the mattress as per the scheduled delivery. However, I did not receive the bed frame and headboard. It was to be delivered through *****, but the ***** driver not only delivered it to the wrong address but also the wrong zip code. The ***** agent in all their wisdom delivered it to entirely the wrong city (2 cities away I might add).
  
  It was to be delivered on 7/28/22 and still has not been received as of 8/1/22. We were told we had to wait for ***** to attempt to retrieve the package. We were also informed that ***** was given 3 attempts to retrieve the package. After the third attempt if the package was not recovered then Awara could ship out another package that would take 3-5 business days to be delivered.
  
  Now the 3 attempts that ***** is allotted to retrieve the package does not mean 3 business days. It has thus far been 3 business days and ***** has yet to even attempt once to retrieve the package. So, it has now been a week that my wife and I have been sleeping on our mattress on the floor.
  
  The day after we were informed that it had been delivered to the wrong address we asked Awara if they could ship out a new package so that we as the customer were not being inconvenienced. Unfortunately, the only people we have been able to speak with are located in a call center in the ***********. They barely speak English and are unable to offer any assistance other than to apologize and inform us that there are policies and procedures that they are required to follow. That as the customer we would just have to wait until Thursday 8/4/22 if ***** is unable to retrieve the package by then. Then another bed frame and headboard could be sent out. Although, the new order would not be processed until Friday 8/5/22, or Monday 8/6/22 at the latest, and then it would be 3-5 business days until delivery. The 2nd delivery would arrive around 8/11/22, or 8/12/22. That is 10-11 business days late.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2022/08/09) */
  We sincerely apologize for the unexpected delay you experienced with the shipment of your Awara bed frame & headboard and we are very sorry for any inconvenience caused. We certainly understand your frustration and appreciate you letting us know about your experience as we are working tirelessly to provide the best experience possible. Our customer support team is trained and skilled to handle all inquiries and we regret to hear that the service provided did not meet your expectations. Our records indicate that a refund was processed for the bed frame & headboard. We very much appreciate your patience while we worked to assist you with your request. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.
  
  
  Consumer Response /* (2000, 7, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After 2 weeks they finally agreed to issue a refund for the headboard and bed frame. It has not completely processed yet, but I am hoping at this point there will not be any further issues.

  Customer Answer

  Date: 08/11/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  After 2 weeks they finally agreed to issue a refund for the headboard and bed frame. It has not completely processed yet, but I am hoping at this point there will not be any further issues.