Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/12/2024
Type: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 and adjustable bed from Cloverlane on 05/17/2024. I paid $3360 for both. After a week, I tried calling and sending emails about my order. I was told that 7-10 business days I should receive my order.
After 3 weeks, I was told my order wouldn't be ready until the week of August 14th. I told them that I needed a bed now, not in August. I also asked to talk to a supervisor in the U.S.A. Their call center is in the Philippines. I asked for a supervisor, they couldn't help me. I asked for a supervisor's supervisor, they told me they're weren't allowed to give me a name or email. Terrible customer service!! I need a bed now!!
Business Response
Date: 06/17/2024
We sincerely apologize for the unexpected delay you experienced with the shipment of your order and any inconvenience caused. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. We see a senior customer advocate is working with you to provide a solution. Thank you again for your patience and we hope to have this taken care of for you very soon.Customer Answer
Date: 06/18/2024
Complaint: ********
I am rejecting this response because:I've been asking to talk to a supervisor for months. The only reason someone finally contacted me, I contacted BBB.
The customer service Cloverlane has is horrific. I know that Cloverlane doesn't care about me, I'm just a number.
Customer service promised me several times that a supervisor would call me. I waited 3 days before I finally got a call back.
My emails (12) I've sent, nobody responded to any of them.
I was told by the supervisor that my order won't be ready until mid August. I ordered my bed on May 17th.
I don't understand how a company can sell you a product that they don't have. Making promises and they're lying. I was initially told that my bed would arrive in 7-10 business days, it's been over 6weeks.
Sincerely,
****** *******Business Response
Date: 06/23/2024
We do apologize for all the issues that have occurred with the communication about your order. We can completely understand your frustration and we apologize for any inconvenience that was caused. Our records show that the order was canceled and has been refunded. If you have any more questions or concerns, please reach out to us and we would be happy to help.Initial Complaint
Date:05/20/2024
Type: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 ordered rwo different twin xl mattrases for my and my wifes comfort. but clover nectar sister ****** decided to send what they wanted to send and now my wife has to sleep on a very hard matress then we find out from customer service is that the mattress is on back order but they decided to send what they wanted to fill the orderBusiness Response
Date: 06/02/2024
We are so sorry for the experience you had with us here at Cloverlane, this is never the experience we want for any of our customers. One of our senior customer advocates has reached out to ensure you have been taken care of. Please let us know if there is anything else we can do to help by responding directly to them!Customer Answer
Date: 06/03/2024
Complaint: ********
I am rejecting this response because: No one has reached out to me on this matter.
Sincerely,
***********************Business Response
Date: 06/05/2024
We are sorry for your experience with the wrong mattress being delivered. One of our senior customer advocates reached out to you on 5/21/2024 to help and both parties came to a resolution. They have also followed up to ensure you that we are in the process of getting this resolved for you. Please let us know if there is anything else we can do to help!Customer Answer
Date: 06/05/2024
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.
Sincerely,
***********************Initial Complaint
Date:04/19/2024
Type: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.
Purchased a king hybrid mattress bundle from cloverlane with a split king base on 4/8. Price was $3633.72. They offered white love service. I was told that they would deliver and assemble my items. I asked if they would take away the mattress AND box spring. I was told yes. On day of delivery they came and set up everything, but stated they were only tasked with taking the old mattress. When evaluating the bed and remote there was a 12 in gap between bed and mattress. When I asked about it I was told I would need to play around with the remotes to fix. I also can hear scraping on the bedframe. I was told it was due to it rubbing on the slats that they DIDNT remove. I called cloverlane and the number on the website is not functional. I had to do an instant chat to get the number. I called the 4-5 times over the next 6 hours. They wouldnt let me speak with a supervisor, I was told I would have to wait 1-2 business days to hear from a supervisor. I called and requested a refund/return, which their website says I have 365 nights to return. I was told that they couldnt process a refund until 30 days after delivery and it would be a prorated refund based on the mattress being unboxed/open. The mattress being opened is the whole point of assembly! They tried to offer me a $50 inconvenience fee but no timeline on resolution. My only options at this point is to hire someone to come out and fix it, leave it as is and wait the 30 days, or take everything off the bedframe and fix it myself. Their customer service was of absolutely NO HELP!Business Response
Date: 04/27/2024
We sincerely apologize for the trouble and frustration this situation has caused you. Our main priority is always to provide our customers with an easy and hassle-free purchase and we truly regret that this was not your experience. According to our records, a senior customer advocate has been in touch to help with a solution. Thank you for taking the time to leave us this feedback so that we may continue to improve. If there is anything else we can assist you with, please don't hesitate to reach back out to us directly.Customer Answer
Date: 04/29/2024
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.
Sincerely,
***************************
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