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:07/03/2025

  Type:Delivery 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 mattress from Nectarsleep.ca on Jun 25, 2025. I ordered this mattress because they were advertising that you receive a free serenity package with my order. The serenity package includes 2 pillow, a sheet set and a mattress protector for no extra charge. The package is worth $500. So, I placed the order knowing this was a good deal. I get phone call and email on July 2, 2025 saying that they cancelled the serenity package because of long lead times and they don't know when these will be in stock again. I told them that I was willing to wait for it because this is the reason why I had ordered the mattress in the first place. I get a follow-up email saying that this is discontinued and they have to cancel. I went to check on the website on the same day July 2, 2025 and they are still offering this deal to customers. I have included picture I took that you can see clearly that they still offer this package. I want them to fulfill my order. This to me is a bogus offer to get customer to purchase the mattress expecting to get the serenity package. False advertisement.

  

  Business Response

  Date: 07/09/2025

  Thank you for reaching out and sharing your concerns with us. We completely understand your frustration and appreciate you taking the time to explain your experience in detail. We would like to sincerely apologize for the inconvenience and disappointment regarding the Serenity Package associated with your order placed on June 25, 2025. We recognize that this promotion played an important role in your decision to purchase, and we are sorry to hear it was removed after your order was placed. Our records indicate that a Senior Customer Advocate has since contacted you directly to address the issue and has provided a solution. We appreciate your patience throughout this process, and we want to assure you that we’re committed to preventing similar issues in the future. If there’s anything else you need, please don’t hesitate to reach out. We’re here to help and will make sure your concerns are fully addressed.

  Customer Answer

  Date: 07/09/2025

  
  
  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:06/20/2025

  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.

  I purchased a Nectar Sleep mattress in Nov 2022 for approx. $771 using ******* based on marketing that did not disclose any use of fiberglass or hazardous materials and no mention of it in their product description and specifications. The mattress came with a lifetime warranty. I never removed the factory mattress cover, and I always use a separate Resident brand mattress protector over it, under my sheets.
  
  After moving the mattress to a new apartment in Spring 2023, both my cat and I began experiencing worsening health issues. I developed fatigue, chronic eye and skin irritation, and persistent coughing. My cat was diagnosed with asthma, which worsened despite environmental changes, medical treatment, and spending hundreds to identify the cause. After exhausting all other explanations, I was advised to inspect the mattress and identified fiberglass fibers under and around the bed, leaking from beneath the mattress, despite never tampering with the cover.
  
  I collected and submitted photo evidence, fiber samples, a vet clinical summary, and invoices. My first support chat was ended without assistance, and the second agent refused to escalate my claim to a senior support advocate. Only after lodging a formal complaint via email and then following up on that email a second time did I receive a response from a Senior Advocate, but still with no clear resolution offered.
  
  I am requesting a resolution that fully aligns with many publicly documented cases facing the same issues:
  
  A full refund
  A certified fiberglass-free replacement mattress
  Safe disposal of the current hazardous mattress
  
  This product has compromised the health and safety of my household, contaminated personal belongings, and caused significant distress. Nectar’s negligent nondisclosure of hazardous materials, the lack of consumer outreach to recall hazardous mattresses, their lack of urgency, and their dismissive response are unacceptable. I am seeking a complete and fair resolution immediately.

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  

  Hello, 

  
  

  I am reaching out regarding my complaint against Nectar Mattress *********; I received a response from their Customer Care Advocate today with a full resolution, including a replacement mattress, a full refund, and the safe disposal of my hazardous one. 

  
  

  best wishes, 

  *******

   

  
  

  ***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:05/31/2025

  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.

  Package left outside the mail room and nectar putting me on constant hold for hours and disconnecting the chat logs multiple times offering a refund and not providing it. I have tried to reach them and talk to them but constant disconnections are having no resolutions mentioning it is better to call me and let me know what is the issue and still nothing from them no call backs no nothing
  
  Order **********
  
  I received the first part of the order the serenity sleep bundle but the mattress delivered at a different time is not showing up and looks to be stolen or left outside the mail room or in front of a door that isn't my door.
  
  I have checked with others regarding this and even filed a claim with Fedex and received a email that this package was either lost and they can't help me out at all
  
  Regarding chat logs they have access to everything I don't care what the trace comes back saying the fact I have to wait in a new apartment for a new mattress or results is crazy. I'll end up buying a new mattress myself while they do what they have to do.

  

  Business Response

  Date: 06/11/2025

  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience you’ve experienced during this process. Please know that we take your concerns seriously and are committed to resolving this matter for you.
  Also, thank you for working with us on this lost-in-transit situation. We’re glad we’ve been able to assist you thus far. We are working closely with you to have the mattress returned, and we truly appreciate your cooperation and patience throughout this process.

• Initial Complaint

  Date:05/27/2025

  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.

  In July 2024 we saw advertising for nectar while we were looking into purchasing a new mattress. We saw advertisements on commercials and then on website for "365 night trial," which made us feel more comfortable buying a "box mattress" from a company. When looking online at nectar sleep, there are banners and lots of advertising regarding the "365 day trial" and purchasing bundles. We decided to purchase a bundle to include the mattress and an adjustable frame made by nectar for their mattresses.
  
  After giving time to adjust to mattress and knowing we had a year to return if not comfortable, I attempted to initiate return process in April 2025. The mattress has been causing me aches if laying for too long - hip and back stiffness/pain. The representative talked me into trying out a mattress topper. After a month with the topper we have decided to just pursue returning and going the traditional route vs box mattress to ensure it meets our needs.
  
  I have spoken to several representatives, telling me that the 365 trial is solely for the mattress, and that a "bundle" simply means a discounted price for purchasing several items. I was told nectar representatives can NO LONGER refunds for bed frames and sent a link to return policy.
  
  I am unsatisfied with the service and misleading nature of the advertising. Through the entire website consumers see the 365 night trial - no where but the refund policy page or frequently asked questions does it define that the policy solely pertains to the mattress. Even on the checkout page the trial is advertised again - when you have several items in your cart, and doesn't specify it only being for the mattress. I am being told after spending almost 4,000 dollars that I can only be refunded for the mattress because I am outside of the window for the bedframe. Why would a consumer want to keep a nectar bedframe and return a mattress?

  

  Business Response

  Date: 06/06/2025

  We sincerely apologize for any misunderstanding regarding the trial for your bed frames and for any frustration this has caused you. A Senior Customer Advocate has been in touch to help with your return request and, according to our records, your refund has been processed. Thank you for your continued patience and cooperation as we've worked together to resolve your issue. If there's anything else we can help you with, please don't hesitate to reach back out to us directly. 

• Initial Complaint

  Date:05/26/2025

  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 nectar mattress about 6 years ago, the mattress has been taken care of very well. It supposed to have a lifetime warranty but I contacted nectar to let them know the mattress has become uncomfortable. The sides have began to lean it is like air is coming out no longer comfortable I have back & neck problems. They had me to send where the sides were giving in which I did then they asked for pics in which I sent, then they asked for measurements, I am not doing all that this mattress was guaranteed & I need them to hold up to they end of the warranty, I paid 1699. for this mattress & want a new one sent cause they put the warranty behind the purchase I didn’t. My king size sheets don’t stay on here anymore they are loose. Mattress bulking in middle

  

  Business Response

  Date: 05/28/2025

  Thank you for reaching out and for being a valued Nectar customer for the past six years. We're very sorry to hear that your mattress is no longer providing the comfort and support you need. That’s certainly not the experience we want for any of our customers. Our goal is to make the warranty process as smooth as possible while also ensuring we gather the right information to fully evaluate your claim. The additional request for measurements is part of our standard procedure to verify qualifying warranty issues like excessive sagging or structural breakdown, and it helps us determine the best resolution for you. That said, our team is committed to standing behind our Forever Warranty, and we want to make this right. One of our Senior Customer Advocate has reached out to help get this resolved for you. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I haven’t heard from anyone so how did they reach out
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 06/06/2025

  Thank you for taking the time to share your concerns, and we sincerely apologize for any confusion or frustration you've experienced. We can see that you’ve been in contact with a Senior Customer Advocate who has been assisting you throughout this process. We’re happy to confirm that your replacement mattress has been approved under the terms of our Forever Warranty and is currently scheduled for delivery later this week. At Nectar, we stand behind the quality of our products and are committed to honoring our warranty. We appreciate your patience and the opportunity to make this right. If you have any further questions or need additional support, please don’t hesitate to contact us. 

  Customer Answer

  Date: 06/10/2025

  
  
  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:05/11/2025

  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.

  I purchased a King-size bed (which includes two Twin bases) from Nectar Sleep in December 2024. The two Twin bases are supposed to operate together as a single King adjustable bed. The bed was working fine until April 2025—about four months later—when the left side became stuck with the head portion raised. Nothing I do will lower it. The lower part of the base still functions, but the upper part remains stuck in an upright position, making the mattress uneven and uncomfortable to sleep on.
  
  I contacted Nectar via their website chat on May 1, 2025, and they directed me to file a service request at serveco.com, which I did the same day. The following day, I received an email requesting photos, which I promptly provided. Since then, I have received no updates, no technician has contacted me, and no solution has been offered.
  
  It has now been 12 days that I haven’t been able to properly use my bed. I am deeply disappointed, especially considering the price of the product and the lack of effective customer service. I expect a prompt resolution or replacement, as this is unacceptable for a product of this value.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this to our attention. We are very sorry for the inconvenience you have experienced with your king-size adjustable bed. We understand how important it is to have a fully functioning bed, and we regret any delay in providing a resolution. A senior customer advocate has reached out to you to help resolve your concerns and establish a direct line of communication. Please know that your satisfaction is very important to us, and we appreciate your patience while we ensure this is handled as quickly as possible.

  Customer Answer

  Date: 05/19/2025

  
  
  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:04/27/2025

  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 live in Central Florida. I ordered an adjustable bed frame from Nectar as a gift for my 82-year old parents in South Florida. Nectar used FedEx to ship the product. I received an email about an unexplained "delay" during shipment. In my experience, these unexplained "delays" often occur when the shipper has severely mishandled the package. Predictably, the shipping box showed a lot of significant damage when FedEx delivered the package to my parents in South Florida. The FedEx driver acknowledged the damage, and the FedEx driver agreed that it was likely the product was damaged inside the box. I told my parents to not open the box, and I told my parents I would contact Nectar customer service. I have contacted Nectar customer service five different times. I have sent four different emails to Nectar customer service. I also had a very long and very tedious chat session with Nectar customer service. Nothing is accomplished no matter how many times I contact Nectar customer service. Sometimes they answer my emails. Sometimes they do not answer my emails. Even when they do answer my emails, they do not answer any of my questions. My parents took many photos of the damaged box with one of their iPhones. I included those photos with the third of four emails. Nectar customer service claimed they couldn't open the photos because of a format issue. My 82-year old parents took the photos using the default format on the bestselling cellphone in America. Originally, my parents were very excited about the gift. At this point, however, this transaction has caused too much family discord. I have tried over and over again to interact with Nectar customer service in a constructive and courteous manner. However, I cannot keep contacting Nectar customer service in perpetuity. I need a full refund from Nectar. Lastly, I have all of the emails showing I have attempted to interact in a constructive and courteous manner with Nectar.

  

  Business Response

  Date: 04/28/2025

  We are so sorry to hear that the adjustable bed frame you purchased for your parents arrived damaged. This is never the experience we want for any of our customers. One of our senior customer advocates has reached out to you directly to help get this resolved. Please respond to them at your earliest convenience so we can ensure you and your parents are taken care of!

• Initial Complaint

  Date:04/25/2025

  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 bought a Bed from Nectar Sleep in June of 2024. The last few months the bed has been destroying my body, I wake up and everything is sore and I walk hunched over for the first hour or so. My husband is also having problems. I contacted Nectar on Tuesday April 22, 2025 through email. I received a phone call and email back asking for more information, pictures of the bed, tags, etc. I sent them the information and received another phone call telling me that in order to receive a new bed through their warranty, I have to buy another bed, they'll come take this bed and then refund my money. I think this is insanely unfair practice, considering I don't have the money in which to do this and don't understand why it has to be this way in the first place. I replied back to the email asking these questions, with no response. If my washing machine broke under warranty, I don't have to buy a new washing machine, they bring me a new one and take the old one away. Leaving me to feel as if this is a scam. And since I haven't had a reply, and cannot seem to leave a review, I feel as if Nectar Sleep company is practicing Unfairly. I'm well withing my warranty terms of 365 nights to have my mattress replaced. I've searched the internet and their website about their replacement practice and have found nothing stating that I need to buy a new bed, to have the money refunded after I receive the bed. I've also noticed a class action lawsuit against Nectar for selling beds "at a discounted price" when it's not a discount at all, but the actual price of the bed. I don't care about the lawsuit, I care about receiving a Bed that is not going to hurt my body more than it already does everyday without having to "Buy a new mattress, and then receive a refund". That makes no sense unless they're trying to scam me out of money. The mattress I have now is in perfect condition, besides the massively uncomfortableness.

  

  Business Response

  Date: 04/26/2025

  We are very sorry to hear about your experience with your Nectar mattress and for any inconvenience you've encountered. We regret any misunderstanding with your warranty claim, and we appreciate the valuable feedback you have shared about your experience. Upon review of your warranty claim and correspondence, our suggestion for a different model that would be a better fit for your sleep experience was misunderstood. At Nectar, we stand by our 365-night trial and forever warranty; customer satisfaction is very important to us, and we are committed to ensuring that our customers receive high-quality products and services they deserve. A senior customer advocate has contacted you to establish a direct line of communication and further assist. Thank you for your patience while we work to resolve this for you as quickly as possible. 

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried working with Nectar, all they could come up with was a Return/Refund. They absolutely did nothing to correct the situation.  I found a different bed that cost the same exact amount as the bed I bought,  they tried to say they couldn't do an exchange as the other bed didn't cost the same, it absolutely did and I sent screenshots. They almost sounded like a robot with their responses, completely inhuman. Then they tried to get me to return the bed for a refund, how would that help? I'd be out of a bed until they decide to put the money back into my account. I read their warranty terms,  and absolutely nothing says they cannot do an exchange for a different bed. I also read through their reviews. Not One bad review, and as a paying customer I couldn't even leave a review.  It's almost as if every single "review" was either AI, or Paid actors. How can a company that big have that many satisfied customers? It's false. And they advertise an almost ongoing "sale", when I've read through the lawsuit against them and its just them selling the beds for normal prices. This is the worst company I have ever bought from and I don't understand how they're still in Business.  I've never been so angry and disappointed. I did not want my money back, I wanted them to help me in getting a different mattress that didn't hurt my body every night/morning,  but they refused to work with me and now I'm Stuck. I don't have the money laying around to buy a new bed and I'm upset that this is what I'm stuck with due to negligence from this company.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 04/29/2025

  Thank you for your valuable feedback. Our goal is always to ensure our customers are satisfied, and we regret that our solution didn't meet your expectations. We understand how inconvenient this situation has been and apologize if our communication came across as impersonal. We value all reviews from verified customers and encourage honest feedback. We're very sorry to hear about your frustration with our process so far. A senior customer advocate has reached out to you to establish a direct line of communication for any additional questions or concerns you may have. 

   

  Customer Answer

  Date: 04/30/2025

  
  
  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. The company chose to work with me. I appreciate that. 
  
  Thank you BBB for getting me the help I desperately needed with the company.  
  
  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. 

  Customer Answer

  Date: 05/21/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  About a month ago I reached out to the BBB for help with the Nectar company not helping me with a mattress problem. As soon as I contacted you, I received an email back from them telling me there was really nothing they could do. Problem not resolved I stated I was still not satisfied with their response. Then, all of a sudden they were working with me. I got approved for a new mattress. Now, 4 weeks later, I've still not received the new mattress and I'm being told that it's "not in stock" and would i rather just have the same mattress I already have, that's been hurting my body, instead of waiting for the different mattress I was "one time approved " to receive. My one year warranty is coming up, and I absolutely feel as if they are pulling some shifty process as to not send me the Luxe mattress they said I was going to receive. After getting a phone call and email last night saying the mattress was out of stock, I went onto their website, where lo and behold, it's in stock and on sale. I have absolutely no faith in this company whatsoever and will now only deal with them through the BBB. As I said, 4 weeks of back and forth emails, asking for what they told me I would receive, just to be told its not "in stock", when their website states otherwise. I believe completely that they never had any intention of sending the different mattress, but to keep me happy and keep the bbb away, they said whatever they could to get me to go away. But at this point it's the disrespect and lies that have thrown me completely into feeling as this company really does not care. Still can't leave a review either, how does a company like this have no bad reviews? Because they don't allow real people to put up reviews. Im also considering talking to my lawyer about this situation.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/24/2025

  Thank you for taking the time to share your experience. We regret the frustration this situation has caused you and sincerely apologize for the unexpected delay in fulfilling your order. Your comfort and satisfaction remain extremely important to us, and we appreciate the opportunity to correct the issue. Please know that we encourage all customers to share their experiences through an email invitation automatically sent after order completion, allowing them to submit reviews directly. This process is designed to ensure that all feedback—positive or negative—comes from verified customers and is presented fairly. Our records indicate that a senior customer advocate has been working with you. Thank you for your patience and understanding while we work to complete your request. 

  Customer Answer

  Date: 05/28/2025

  
  
  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:04/21/2025

  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 just purchased a king size mattress and picked it up in store and they did not have any adjustable bed frames that we wanted so I ordered a king size one/two twins together on the Nectar website Order #N-******** and the order stated it was delivered but I never got anything from Fedex. I also seen the photo and did not recognize where exactly it was left so i reached out to customer service immediately and told them about me not getting my order and they were not helpful in any way. They told me they would investigate and then after all the time I waited see what options are available. This is very disappointing as I did not get my order and do not expect to have my money held while they "investigate". I just want a refund back to me as I would like to just go shop around at stores to find one rather than wait so much time and have to put my mattress on the floor.

  

  Business Response

  Date: 04/24/2025

  We sincerely apologize for the inconvenience caused by the missing adjustable bases during your delivery. We truly appreciate you taking the time to share your experience with us. Your feedback is incredibly valuable as we continuously strive to improve and provide the best possible service. According to our records, your order has been fully refunded. If you have any further questions or concerns, please don’t hesitate to reply directly to the email sent by our Senior Customer Advocate. We're here to help in any way we can. Thank you again for your patience and understanding.

• Initial Complaint

  Date:04/09/2025

  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.

  On Dec 19th I went to Nectarsleep.com where it says on every banner that there is a 365 risk free trial of their mattresses. It says:
  
  "Nectar provides you with a full year, 365 nights to enjoy Nectar and figure out if Nectar is right for you. If you decide for any reason that Nectar is not your ideal mattress, we’ll remove the mattress from your home and refund your payment 100%. Our risk free trial is 3 times longer than any other we have seen. Fewer than 3% of Nectar sleepers return their Nectar."
  
  I then went to "where to purchase" and purchased DIRECTLY from an authorized dealer that they list on their website. Mattress Firm of Glastonbury, CT.
  
  The mattress was sold to me as the same medium foam Nectar Mattress that I had already had, I just wanted to upgrade to a king from a queen. I have photos with a weight on it to show it is NOWHERE near similar. It is unusable.
  
  I tried to contact Nectar and they said they will not honor their trial because I bought it elsewhere. I bought it through a company that I was connected to DIRECTLY through their website. Mattress Firm of Glastonbury said they will charge me $349 to return the mattress. I do not want the mattress. There is something very wrong with the mattress. I can send photos. It is unsleepable and asking me to pay $349 to return this is insane. That is a $38% restocking fee.
  
  I was told the two pictured mattress would be the same in feel. As you can see in the pictures the weight on the one with the grey diamonds is much more sunken. I sink so deep into the mattress I had to go to the chiropractor. I was promised this purchase was "risk free" with "free returns". That is what I expect. I want to return this item now with no restocking fee. I would like a full refund.

  

  Business Response

  Date: 04/10/2025

  We are so sorry to hear that your mattress hasn't worked out as you hoped it would. We work very hard to be able to extend our warranties and trials to all of our customers. One of our senior customer advocates has reached out to you via the email you provided here. We understand your frustration and truly do want to be able to help. Please respond to them directly to ensure we remedy this as quickly as possible!