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:02/06/2025

  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 a mattress with DreamCloud 5/23/2021 in which it advertises 365 free try and lifetime warranty an excellent mattress in 1/26/2025 I call to request a replacement since this mattress has a hole or sinks the body that makes it very unconformable to sleep in. I sent the pictures of the mattress tag everything they asked, and they said that I will receive a new mattress on 2/2/2025. I received the replacement in which is not the same that I bought so I call, and they say that my mattress has a new version that is the same quality and just give them the 72 hours to full expansion of Mattress and it will be the same. I called again at 48 hours same response I call again at 72 hours and **** was helping me, but the call was disconnected. I call back a person start helping and again the call was disconnect by the 3 time ***** say that a request was summited and we need to wait he will call me back or email me back and that did not happen and I called back today 2.6.25 to be told that the only thing they can do is give me a $40 discount on top of their sell for me to buy their top mattress now. So, I have to keep this mattress that is a lower quality entry level Mattress or spend more money purchasing a new mattress and they do not live to what they say and do very false advertisement. I want my top mattress that I paid for and is comparable to what I purchased. If they can't deliver as they should than they should give me my money that I spent so that I can purchase a quality mattress elsewhere. They advertise a guarantee that they are not delivering to customer and do false advertisement. Not the way to do business.

  

  Business Response

  Date: 02/15/2025

  We sincerely apologize for any frustration caused by the warranty replacement you've received. According to our records, you were sent out the newest version of the original mattress that you purchased and it is correct that there have been some changes made to it since the time of your original purchase. We understand that these changes haven't lived up to your expectations and a senior customer advocate has been in touch to provide a solution. Thank you for your patience as we've work towards a resolution together. If there's anything else we can assist with, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:02/03/2025

  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.

  Ordered DreamCloud medium hybrid mattress plus sheets, pillows, mattress cover. The mattress is not the quality expected - disappointed in quality and sleep comfort. Does not sleep like other medium hybrid mattresses I have slept on. Supposedly they have a 365 night trial period.
  --ordered 11/29/24
  --delivered. 12/7/24
  --emailed. 12/7/24 - out of box, zippered mattress cover separated when used handles to put mattress onto frame. Received response from company to send pics, etc.
  --called customer service number -- asked about returning mattress as very dissatisfied after a week of trying to sleep on it. Not the quality and sleep experience expected from a 'highly rated' mattress. Got a scripted response... told me to wait 30 days and to read the policy. Then call back after 1/7/25. I could not express my dissatisfaction and get any direct response. It was also difficult to understand the person I was speaking with.
  NO success getting a return started. Have disputed the charge on my credit card as well since I am getting no straight answers/solutions.
  
  Reaching out to BBB to get assistance with a full refund for the mattress and free shipping return of the mattress by the company. I am not trying to keep it by any means. I understand the sheets, mattress cover, and pillows have been used and are not things to return/refund. Their special sales prices are listed as well below. The quality of the sheets and mattress cover is poor as well.
  
  DreamCloud Premier Hybrid mattress
  Quantity: 1.
  $849.00
  
  Mattress Protector
  Size: Queen
  Quantity: 1. $39.00
  
  Sheet Set
  Size: Queen
  Quantity: 1 $40.00
  
  Cooling Pillow
  Size: Standard
  Quantity: 2 $70.00

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the experience you’ve had with your purchase, and we're sorry that the mattress and sleep bundle did not work for you. We also regret the issue with the zippered cover tearing and appreciate you bringing this to our attention. We strive to provide high-quality products backed by excellent customer service, and we regret to hear that we did not meet your expectations. Your feedback is valuable, and we’re committed to providing the best overall customer experience. Our records indicate that a return and refund have been processed. We appreciate your patience while we worked to process your request.

  Customer Answer

  Date: 02/07/2025

  
  
  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,
  
  
  
  ***** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/03/2025

  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 received my mattress and upon opening it had a massive black substance and stain on it. The mattress was vacuum sealed and wrapped in about 10 layers of plastic wrap, so I know this is without a doubt a manufacturer issue. It seems to me that someone likely returned this mattress or had already used it and Dream Cloud sent me a mattress that had already been used or returned by another customer. I called their customer service line and they said "the best" they could do was offer me $70 dollars towards the cost of the mattress. I paid $1200 dollars for this mattress. That amount to "resolve" and issue is honestly offensive. I don't know what this substance is. It's sticky and black and smells like oil or some sort of chemical. And it's on my mattress... that I'm supposed to sleep on... They will not offer me a full refund which is so absurd. Would you all rather I contract some sort of rash or issue from this substance and then have an attorney sue you for my medical expenses or just refund the $1200 for clearly giving me a used mattress... it's a very simple request and I'm disgusted by this company. You all offer 365 mattress returns and then ship those used mattresses out to customers saying they are "new." Lawsuit material without a doubt. Someone needs to resolve this issue, but I'm reporting so that everyone possible knows that this company is a scam.

  

  Business Response

  Date: 02/12/2025

  We appreciate your feedback regarding the return process and want to assure you that we take these matters seriously. Rest assured, our company does not sell used mattresses to our customers. We are fully committed to prioritizing the health, safety, and comfort of everyone we serve. A Senior Customer Advocate has been in contact with you with a solution. We appreciate your patience as we've worked to resolve this. If there is anything else we can help you with, please don't hesitate to reach out to us directly!

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  07/03/24 Was the date that I ordered a Mattress bundle from Dream Cloud. The purchase was made online, PayPal financed it. I received the bundle separately - they sent 2 mattresses. I thought it was 1 mattress and 1 adjustable base. I called dream cloud to tell them that they were sending 2 bundles. they said, FED X would pick up the extra mattress , they did. Then a week later the 2 pillow/sheets- sets came. Then the 2 frames came almost 2 weeks later. I spoke to the FED X driver about returning the items, the extra frame never came off of his truck. He suggested to me to not accept delivery because I was going to send it back anyway. So that's what we did. He took the pillow/sheet set and the extra frame. The FedEx Driver gave me a tag# for reference.
  
  I spoke to Dream Cloud to make sure that they were aware that I had return the items because PayPal sent me a statement showing that I was being charged for 2 bundles. At which time a dispute was filed. Dream Cloud said it would take them about 3 months to investigate. They asked me to ask PayPal to remove the dispute so it would be easier for them to resolve the dispute. After months of contacting Dream Cloud, they indicated nothing had been settled.
  I spoke to PayPal and they indicated they never heard from Dream Cloud. From speaking to Dream Cloud again in December, they told me that after their investigation they concluded that the ruling was in my favor and that they had paid PayPal months ago. However; PayPal is still saying they have not heard from them. I have paid the purchase price of $1551.00 which is the amount that I owed for one mattress bundle. PayPal is still showing a balance of 1551.00 on my account and expecting payment on 2/3/25 after which the will begin adding interest.
  
  Question: Should I be paying toward this $ 1551.00?

  

  Business Response

  Date: 02/08/2025

  We sincerely apologize for any frustration caused by a delay in you receiving your refund. We have reviewed the dispute internally and resolved any errors that were interfering with your refund and it has now been successfully processed. A senior customer advocate has also been in touch to ensure this is the case. Thank you for your continued patience as we've worked to resolve this issue. If there's anything else we can assist you with, please don't hesitate to reach back out to us directly.

  Customer Answer

  Date: 02/12/2025

  
  
  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,
  
  
  
  ***** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/28/2025

  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 ordered a dream cloud premier hybrid Mattress at the price shown in the first picture. Minutes after ordering I received a call from the number in the second picture. The lady states that I can "upgrade" at no extra charge to their new mattress with improved lumbar support. I do not recall the lady saying it was just a memory foam mattress, even though customer service says the transcript shows she did. I do recall asking if this was the same mattress with improved lumbar support and she said yes. So I said sure. I received my tracking information, and realized I was being sent a memory foam mattress instead of a hybrid. Customer service says they can't stop the shipment, tried to get me to try it, but says I will have to refuse shipment, and when it arrives back to them I can get a refund. Meanwhile they draw interest off my money in their bank. They said I can reorder now, which I can't, or reorder when I receive my refund. This is nothing short of a bait and switch! I hope others do not fall prey to this deceptive practice! I still want to get a DreamCloud Premier Hybrid Mattress, and the bedding bundle, but I want it at the same price I paid in the first picture.

  

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention. We sincerely apologize for any confusion regarding your recent order and upgrade offer. Because we are dedicated to customer satisfaction, for instances where there may be an unexpected delay, we proactively reach out to customers to offer alternative options. While our records indicate that details about the new mattress were provided, we acknowledge that there may have been a miscommunication. Regarding your refund and reorder process, we recognize the inconvenience of having to wait for the return to be processed. Please know that we are committed to resolving this as quickly as possible. A senior customer advocate has reached out to you to better assist. We appreciate your patience while we work to process your request.

  Customer Answer

  Date: 02/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: at this point in time I have not received a refund. Dreamcloud customer service had Fed Ex pick up the mattress and sleep bundle from my home. The sleep bundle seems to have made it to its destination, but the mattress is in Limbo with fed ex. somehow they have the tracking number, but dont know where to deliver it. All other shipping labels are removed. What I need to happen is for Dream Cloud to update the address on tracking number  *************** so the mattress can be returned to them. I called customer service and requested that they do this, but I got a lady who spoke English with a bad accent, put me on hold for a ridiculous amount of time while she checked her resources and did nothing. I am so sick of this! By the way, for some reason, any attempt to reply to the customer service emails, gives me a return of not a valid email.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 02/12/2025

  We sincerely apologize for the return and delivery issues you experienced with ****** We’re happy to confirm that this has been resolved, and your package was successfully routed to the correct return address. Our records also indicate that a full refund has been processed. Additionally, a senior customer advocate is actively working with you to address any remaining concerns as quickly as possible. Thank you for your patience!

  Customer Answer

  Date: 02/12/2025

  
  
  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. After rejecting the first response, just hours later I received the address for delivery, and got that part straightened out. I found that my inability to email customer service was an iOS update issue and had nothing to do with Dream Cloud. It has been unfortunate, and frustrating, but it looks like they are doing right by me!
  
  
  
  Sincerely,
  
  
  
  ****** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/24/2025

  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.

  Dreamcloud has a lifetime warranty on their mattresses. My mattress tore when I was moving last week exposing the foam on the mattress. I reached out to them to request a warranty replacement on 1/20/25. In less than two hours, also on 1/20/25 they wrote to say:Hello ******Thank you for messaging us. I've reviewed the photos and can see that your DreamCloud mattress does not meet our eligibility requirements due to the mattress being soiled. Mattresses that are soiled or have experienced environmental damage such as mold/stains are not eligible for return or warranty claims. Unfortunately, I won't be able to approve your warranty claim request.If you'd like more information, you can refer to our warranty here for details: ******************************************Feel free to let us know if you have any questions.Kind regards,***** *.Customer Success TeamI contend that the “soil” they are referring to is normal wear and tear and did not affect the integrity of the product. Nor was my product ever exposed to “mold/stains”. This is an attempt on their part to not honor their warranty. A fact I let them know on 1/21/25. Please find attached pictures of the “dirty” mattresses. I hope you will find in my favor as this is an embarrassing way to try and dishonor a warranty.

  

  Business Response

  Date: 02/05/2025

  We sincerely apologize for any frustration caused by our warranty process. While it is correct that staining may void our warranty, according to our records, your warranty request was approved and a replacement has been delivered to you. Thank you for bringing this matter to our attention. If there's anything else we can assist you with, please let us know!

• Initial Complaint

  Date:01/24/2025

  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.

  MATTRESS IS UNDER WARRANTY STILL.
  
  On January 20, 2025 I submitted this complaint regarding the denial of my mattress warranty claim on January 16,2025 by DreamCloud Sleep for Order ********. I purchased a DreamCloud mattress on May 29, 2018, which is covered under their EverLong Lifetime Warranty. According to their warranty policy, indentations exceeding 1.5 inches, not resulting from an improper foundation or misuse, are covered under their terms. Despite providing evidence showing that the indentations meet this threshold and demonstrating that the mattress has been used on a proper platform base, my claim was denied.
  
  DreamCloud Sleep has denied my warranty claim solely on the grounds that stains are present on the mattress, stating that “stains will permanently void the warranty.” However, the warranty policy provided on their website and in the warranty documentation does not explicitly state that the mere presence of stains voids all claims. The policy specifies that structural damage “caused by” stains or liquid damage is not covered, which is different from denying a claim outright due to incidental or minor staining unrelated to the defect in question.
  
  Lack of Justification:
  
  I have communicated with DreamCloud Sleep multiple times, providing photographic evidence that the stains in question are superficial and do not contribute to the structural indentations affecting the mattress. Despite this, DreamCloud Sleep has continued to uphold their denial without offering any substantiated evidence that the stains have caused the defect. Their refusal to honor the warranty without adequate justification is both unfair and misleading.

  

  Business Response

  Date: 01/28/2025

  We apologize for the trouble you experienced with the warranty replacement process and appreciate your feedback. While it is true that staining will void your warranty and trial, we understand that this policy has added to your frustration. A Senior Customer Advocate has been in contact with you with a solution. I appreciate your patience as we've worked to resolve this and, if there is anything else we can help you with, please don't hesitate to reach out to us directly!

  Customer Answer

  Date: 01/29/2025

  
  
  Dear Better Business Bureau,
  
  
  We acknowledge the response from DreamCloud Sleep and confirm that a representative has been in contact with us, resulting in the successful replacement of our mattress. As my issue has been resolved, I accept the business’s response and consider this matter closed.
  
  
  However, I would like to formally address the company’s assertion that staining will void your warranty and trial. Upon reviewing the warranty terms, we found that the language does not explicitly state that stains alone void the warranty. Instead, the policy refers to structural damage caused by staining, which is a materially distinct condition. If legally challenged, a blanket policy voiding a warranty solely due to staining”without demonstrating resultant structural damage”would likely be deemed unenforceable.
  
  
  While I appreciate the resolution of my case, I recommend that DreamCloud Sleep provide clearer and more precise language in its warranty terms to prevent potential misinterpretation in the future.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/17/2025

  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.

  Ordered on 12/1/24. Received on 12/4/24. Dream cloud hybrid mattress.
  Had problems sleeping on it right off. They sent me a free topper to try. Didn't help. They wanted to sell me a nectar mattress. I wasn't interested.
  They require 30 day trial before return. After 30 days I contacted for return and refund. This mattress has hurt my back and hip since day one.
  Now comes the run around. After accepting the return request on 1/7/25. I've been told different pick up time frames. They now have hired share town to do the pick up. As of today I still have the mattress. Share town is now giving me 30 days to do one of 3 choices which require me to find a charity of their liking to accept the mattress and for me to bring it to them and get special documents on heir letterhead to mail to share town for their approval then they will submit info to nectar for refund in abt 10 days.
  I'm 70 years old and don't have the ability to do what they are now requesting.
  I didn't contract with share town. My contract is with " dream cloud" nectar. Nectar needs to resolve this. It's their responsibility. I'm not a storage facility to hold this for up to a year and they have no right to keep my money for that extended time either.
  I am expecting them to refund me soon and they need to pick up this mattress or supply me with a shipping label and have a shipping company pick it up to package and return.

  

  Business Response

  Date: 01/22/2025

  We're so sorry to hear that your mattress wasn't a good fit for you and that you've had such issues in getting the return completed. While our pickup partner ShareTown may not be available for each of our customers, we understand that handling the donation on your own may not always be feasible and we truly regret any frustration this has caused you. A senior customer advocate has been in touch to help complete your return and, according to our records, we can see it's been completed and your refund processed. Thank you so much for your continued patience as we've worked to resolve this issue. If there's anything else that we can assist you with, please don't hesitate to reach back out to us directly.

  Customer Answer

  Date: 01/23/2025

  
  
  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.

  It's been picked up and refund is processing.  Thank you....
  
  
  
  Sincerely,
  
  
  
  ****** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/13/2025

  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 ordered a split King frame and mattress om 11/27/2024. They should have been 2 XL Twin beds that set together but worked independently for the head and foot adjustment. Everything arrived mostly on time. I had requested a professional set up from them but they had no one in Colorado to do that. We set it up and one mattress was 1 1/2 inches taller. We waited for them to level up but they did not. I contacted Dream Cloud with many pictures of the difference in the mattress heights and ask what we could do about this. They sent another mattress that was supposed to match up to the taller one as it measured 13" inches in height. The additional one they sent was better but the padding on the top of the mattress was still minimal compared to the original one which I feel was correct. I was told how to get rid of the mattress that didn't work but you can't donate a used mattress. They told me they had no one to pick it up. So, I have three mattresses. One is the 13" mattress by measurement and two that are 11,75 inches. The height is too different to set side by side and the padding is 1.5 Inches different. I ordered 13" mattresses for both the beds in the original order. I sent them pictures of the tags on the mattresses and they are all the same. I have contacted them repeatedly to ask them to explain to me what is going on with these mattresses and they have stopped responding to my emails. I would expect to see a line down the center because they are separate beds but they should not be 1 1/2 inches difference in height. I am se sending you many pictures. The first 4 are of the original first two mattress and the next several are of the replacement sent next to the original. I have many emails I can send you if needed.
  Thank you.
  ******* ***********

  

  Business Response

  Date: 01/22/2025

  We're very sorry to hear that the mattress and replacement you received didn't live up to our quality expectations. While defects are rare, they do happen which is why we stand by our Forever Warranty. According to our records, a senior customer advocate has been in touch to help you further with your warranty and to assist with removal of the old mattresses as needed. We see that a replacement is now on its way and we'll continue to work with you until we can be sure that this has been properly resolved. Thank you for all of your patience and for bringing this matter to our attention.

• Initial Complaint

  Date:01/01/2025

  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 have contacted this company a number of times and been told my mattress was refunded after it was damaged in transit which I reported immediately via phone. I was told to send in the email informing me of the refund that they would refund it. I have not received any sort of response since then even though I did what I was told. I have 2 emails telling me it was refunded as well but it never was. I was told to donate the mattress which I did. So now I'm without a mattress and my money. I find it funny that they have a year warranty and donate so many mattresses yet I can't even get my money back for a matter out of my control.

  

  Business Response

  Date: 01/11/2025

  We sincerely apologize for any misunderstanding regarding your refund. According to our records, we see that a refund was processed for a missing item on your order at the time you reported that issue and that, unfortunately, the email confirmation that was sent listed the incorrect amount. Since that initial conversation, a separate return request was initiated for your mattress which is currently in progress. A senior customer advocate has reached out to ensure the return is completed. If you have any questions, please respond directly to the email that has been sent. We will continue to monitor the return and work with you until this has been resolved.