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:04/08/2025

  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 placed an order #N-******** for a Nectar Luxe Memory Foam Mattress and today it showed delivered in a location I didn't recognize as my home. I immediately reached out to customer service via live chat. I was ultimately told by the agent that they would need to investigate the matter and nothing could be done for me until it's completed. This is very frustrating as this is not a cheap item and really anticipated on receiving this for the new house. At this point I would just like my money back to my credit card as I relayed to the agent and would prefer to go and purchase a mattress in a store. It is very unfortunate that Nectar does not want to resolve the issue immediately and rather put me through a long process for something that is not my fault. Please make things right and just give me my money back.

  

  Business Response

  Date: 04/17/2025

  Hello *******,

  Thank you for reaching out. We’re truly sorry to hear about the delivery issue you experienced, and we completely understand how upsetting that must have been. Especially with the excitement of moving into a new home. This is certainly not the experience we aim to provide, and we sincerely apologize for the frustration it caused. We’re glad to confirm that the issue has since been resolved. If you have any further questions or need additional assistance, please don’t hesitate to reach out. Thank you again for your patience, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 04/18/2025

  
  
  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:04/07/2025

  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.

  Ordered a mattress upon a recommendation. They company states they give referral of $100.00 and also a discount to the purchaser for $100.00 off their purchase. My referral person was my step mother. I spoke with the company 3 times regarding this and was told each time that we would have our refund in 3-7 days. Each call took an hour or more of my time. My step mother called also to try to get her refund. She was told exactly the same thing along with a promise of getting her money. That did not happen. This has been going on since June of 2024. They have made a false claims and I feel they should be held accountable.
  ORDER #**********
  ORDER DATE: June 28, 2024 for $1998.88

  

  Business Response

  Date: 04/17/2025

  Thank you for taking the time speak with us and allowing the opportunity to address and resolve the issue regarding your promotion. I'm glad we were able to reach a resolution and bring this matter to a close.
  Should you have any questions or concerns in the future, please don’t hesitate to reach out. We're always here to help.

• Initial Complaint

  Date:04/01/2025

  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 purchased the Mira Bed Frame from Nectar Sleep in late 2024 for approximately $369. Upon delivery, the slats were visibly stained with what looked like dried blood and had a foul odor. After a delayed response, I was sent a full replacement set, not just slats, which created issues with my apartment’s package area. Management had to request the unused boxes be returned to sender.
  
  I was left with a half-assembled bedframe during the holidays for over a week, disrupting my home. After assembling the replacement slats, the metal center supports bent out of shape within 3 months, making the bed unsafe. I’ve experienced back pain and have been forced to sleep on the floor nightly just to avoid injury, then move the mattress back up each day.
  
  I’ve reached out to customer service multiple times. They offered another replacement part, which I declined — I’ve now received two defective bedframes. I clearly asked for a full refund due to repeated product failure and its impact on my health and living situation.
  
  This situation has not been resolved, and I have not been escalated to a manager despite asking. I am seeking a full refund and formal acknowledgment of the repeated product defects and burden caused.

  

  Business Response

  Date: 04/05/2025

  We sincerely apologize for this issue; this is not at all the kind of experience we aim to provide our customers and we are taking this issue very seriously. A Senior Customer Advocate has been in touch and, according to our records, a full refund has been processed. Thank you for bringing this matter to our attention so that we can investigate this concern further and for your continued patience as we've worked towards a resolution together. If you have any other questions or if there's anything else we can assist you with, please let us know.

• Initial Complaint

  Date:03/26/2025

  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 originally purchased a mattress from Nectar Sleep with a discount code of "sopuphq" that made my order total, $1036.68, after my purchase I noticed that they do referral codes for $100 off mattresses if someone refers you. A family member of mine just purchased a mattress from Nectar as well, so I asked to cancel that order to be able to use the referral code. They allowed me to do that. I called them in order to be able to do this, when I called them I order a new mattress under the notion that they would provide me with both discounts, which an agent that I was speaking to over the phone said they would "create a one-time exception" to be able to use both codes for the new order. I followed through and purchased a new mattress with the referral code as the discount which is the amount of $1058.94. The agent explicitly stated they would apply both codes to them. I then contacted Nectar through a chat window post-purchase and post-phone conversation to ensure that both discounts would be applied. I was then told by the agent via chat that they would not honor both discounts and only honor the referral code. I asked them to clarify that multiple times, which I have recorded on file. I also asked if the phone call was recorded and they said that it was, but I do not have access to them right now. I notified the agent that I would be filing claims to the FTC, BBB, and PA State Attorney General's office so they were aware of the claims. The way that I see this there are multiple things wrong. I purchased the mattress under the idea that I would be getting both discounts, I did not. This is, in my opinion, in deceptive business practices and false advertising. I also think that this is misleading sales practices, and could claim promissory estoppel as well since the original discount was cheaper and I relied on this information to my detriment.

  

  Business Response

  Date: 04/02/2025

  We sincerely apologize for the confusion surrounding our referral program and understand how frustrating this must be. We truly value the loyalty of our customers, and we deeply appreciate your desire to join the Nectar family. Your satisfaction is our top priority. Our records showed that a Senior Customer Advocate has reached out to you with a solution, and we are committed to resolving your concerns. Thank you for your patience as we work to make things right.

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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.

  March 11 2025 the bed arrives was told it would be plush it was firm was told give it till me to fully inflate still firm
  
  The massager was to massage it just vibrated.
  
  
  Called not even ten days later to send product back was told they would pick up 3-5 days
  
  They never came
  
  Than was told they have no one to pick it up and to get rid of it myself through donations or on side of the curb for pick up
  
  They advertise they would pick up d they would guarantee the bed was good and plush
  
  They lied. It was neither
  
  I told them sense they lied I'm putting the bed outside as I never agreed to any of this mess.
  
  I didn't agree to a bed that was not working properly or. Firm bed
  
  I than asked they cancel the Automatic withdrawal they refused
  
  They asked that I tear the tag off and it's against the law in Texas to tear tags off mattresses
  I will be reporting to fair trade and regulations agency as this has been a mess
  
  I paid for assembly and other fees

  

  Business Response

  Date: 03/30/2025

  We are sorry that your mattress and adjustable bed frame didn't work out as you hoped. We work hard to ensure the return process is as simple and quick as possible, and regret that our pickup team was unable to retrieve your items. We work hard to service as many areas as possible and are ever-expanding. We were able to complete your return, and your full refund was processed on 3/26/2025. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:03/17/2025

  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.

  We bought the Nectar Bamboo Platform Bed Frame and Nectar Premier Hybrid Mattress both in California King.
  
  The bed frame claims to be "Extra Supportive. Strong, sturdy, and silent foundation rigorously tested to ensure all bedtime activities. Slats engineered for noise minimization, optimal support and breathability." (****************)
  
  The bed was broken from just sleeping. My boyfriend and I were not able to even test the "bedtime activities". Just going to sleep broke the center of the bed. The frame is not built strongly as it suggests, the middle support could be broken with my hands. The frame also has no weight limit listed. The mattress itself is 130+ lbs, my boyfriend is about 250lbs and I'm around 300 lbs. Thats about 700ish lbs of weight? Again, no weight limit is listed.
  
  The mattress claims it won an award for side sleepers and back sleepers. My hips have never hurt more sleeping on my side and my shoulder has been hurting since attempting to sleep on my back.
  
  20 days into the purchase when the bed broke we requested a refund from Nectar since due to the build of the bed frame, we knew that getting a replacement wouldn't be worth it. While they said they require 30 days of sleeping in the bed to get adjusted to it after such poor quality of a bed frame build we were told that they would make an exception to the 30 day policy.
  
  We requested a refund on 3/15/2025 and were told we would receive the refund the same day. We received nothing. On 3/17/2025 we called again and this time we were told that they are happy to do a warranty for the bed frame but they will not allow for a refund for at least 30 days due to their policy.
  
  Nectar provides false claims online about their own products and does not hold their word, which is on a recorded phone conversation.
  
  Please assist in a refund so we can stop sleeping on the floor.

  

  Business Response

  Date: 03/26/2025

  ****,

  Thank you for sharing your experience with us. We deeply regret the inconvenience and understand that the frame and return process may not have met your expectations. Your feedback is incredibly valuable to us, and we take your inquiry seriously.

  We are committed to delivering high-quality products, and we regret your experience didn’t reflect the standards we aim for. We’ve fully addressed your inquiry, and we’re pleased to confirm that your refund has been processed.

  We genuinely appreciate your trust in Nectar and remain dedicated to providing you with the best possible experience. If you have any further questions or need assistance, please don’t hesitate to reach out.

• Initial Complaint

  Date:03/17/2025

  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 purchased a Nectar Premier Hybrid mattress for $1,600 from **** ** ****, relying on Nectar’s Forever Warranty for protection against defects. When my mattress developed a manufacturing defect (stitching coming undone), I submitted a warranty claim, which Nectar confirmed was covered. They directed me to **** ** **** to process the replacement. However, both companies have failed to uphold their responsibilities, leaving me stuck in a cycle of blame-shifting.
  **** ** **** initially approved my warranty claim, but then stalled the process for over three months, delaying my replacement. When the replacement was finally arranged, they attempted to downgrade my mattress and demanded an additional $699 plus tax to receive the correct model. When I refused, they later tried to charge me $500 on the day of delivery, which was never disclosed beforehand. At the last minute, they suddenly claimed my mattress was “covered in urine stains” and reversed their approval entirely, using this as an excuse to deny my replacement. This accusation is completely false and appears to be a last-minute tactic to avoid honoring the warranty. Their responses to my concerns have been aggressive and dismissive.
  Meanwhile, Nectar refuses to step in and enforce their own Forever Warranty™. Their emails confirm that my mattress qualifies under the warranty, but they claim they “do not have access” to my purchase details, even though they are the manufacturer. Instead, they continue to redirect me to **** ** ****, a retailer that is clearly acting in bad faith. This lack of accountability from both companies leaves me without a resolution for a warranty that was promised as a lifetime protection.
  I urge Nectar to intervene and enforce their warranty instead of allowing retailers to evade responsibility. Customers should be aware that Nectar’s Forever Warranty is meaningless if purchased through third-party retailers, as they refuse to step in when issues arise. Home of I expect a resolution.

  

  Business Response

  Date: 03/23/2025

  Thank you for sharing your experience, and we sincerely apologize for the frustration and inconvenience you've encountered. We completely understand your disappointment, as your situation does not reflect the quality of service or warranty protection we expect to provide to all of our customers. We take your concerns seriously, and we regret the delays and confusion you've experienced. A Senior Customer Advocate has already reached out with a solution. We 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!

• Initial Complaint

  Date:03/13/2025

  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 requested a refund in November 2024 from Nectar sleep for a mattress I purchased from them. They gave me the refund on November 17, 2024. I initially paid with ****** and I got the refund email confirmation from Nectar and ****** but I never received the actual refund. They returned it to a closed credit card and my bank never received the refund. My bank opened an investigation with **** since they still can’t find the refund and Nectar refuses to help because they claim the refund went through even though they sent it to an expired/closed card. Nectar sleep refuses to cancel the refund and try an alternative method to get my refund even though my bank and I have contacted them several times about the refund not going through. This dispute has been ongoing since the beginning of December 2024. My bank also needs a 23 digit acquirer reference number from nectar to continue investigating the refund with **** and I have asked nectar for this acquire reference number and they keep giving me an incorrect one.

  

  Business Response

  Date: 03/22/2025

  We sincerely apologize that you haven't received your refund. We understand how frustrating this situation must be and we are committed to providing any assistance we can to help you and your bank locate those funds. On our end, the refund was successfully processed back to ******, the original payment processor, from here, it would be up to ****** and your financial institution to locate the refund. We understand that you've requested the refund be canceled and attempted to be sent to an alternative payment method, but as we see that ****** has accepted the funds, we're unable to do so. A Senior Customer Advocate has reached out to provide al the information we have to help with the investigation and to provide further assistance. We will continue to be in touch until we can ensure that you've received your refund. If you have any questions, please respond directly to the email that's been sent. Thank you for bringing this to our attention and for your continued patience.

• Initial Complaint

  Date:03/01/2025

  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’m two months postpartum, desperately needing a new, more firm mattress. I called nectar prior to ordering my mattress and was gaurenteed I’d get my mattress by 2/28. My mattress has been delayed and is now not reaching me until 3/3. My mattress was in. My state then ended up 4 states away and nectar is saying it’s out of their control and they have to submit a trace without offering me a refund and purchase of my order. I was guaranteed on the phone 3/1 mt mattress would arrive today and they’re saying it’s lost. I’ve asked 6 times to speak to a manager and the manager refused to take my phone call telling the employee, ***, there’s nothing they can do. They’ve yet to provide any resolution to my issue and stole my money and won’t give me my product. Terrible business.

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for the unexpected delay you experienced with your Nectar mattress. Providing a smooth and positive experience for our customers is our top priority, and we regret this wasn't the experience for you. Our records show that your order has been successfully canceled and your full refund has been processed. If you have any further questions or concerns, please don't hesitate to reach out to the Senior Customer Advocate who previously contacted you. We appreciate your patience and thank you for allowing us to assist you.

• Initial Complaint

  Date:02/20/2025

  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 purchased a Nectar Premier Memory Foam mattress on Feb 15 and requested home delivery. I received an email notification that the mattress would be delivered Feb 17 between 9:20a-1:20p . It wasn't. I contacted customer service Monday evening (1st call) & was notified the bar code was damaged and the mattress would be delivered Feb. 18. It wasn't. I called Nectar cust. service (2nd call) and was told the package had been delivered to a different address (a ***** store location) and would be delivered to my house. It wasn't. On Feb. 19 I received a recorded ***** message the package was at their store & I needed to pick it up there. I called Nectar, selected the option to receive a callback and not lose my place in line. Never received the callback (3rd call). After waiting 2½ I called Nectar again (4th call) & was informed it would be delivered before the end of the day. It wasn't. Received another ***** automated message at 8am Feb 20. Called ***** customer service and was informed the shipper stipulated store pickup only, no home delivery. I called Nectar again (5th call). Requested to speak to a manager. Request was declined. Instead I was told they would look into it and get back to me. I haven't heard anything since. ***** and Nectar Case #: C-*********. Order # **********. Tracking #************.
  
  This shipment was part of a two-item order to be shipped to my home address The first item was delivered to my home but arrived water damaged. The box was water soaked underneath the outer protective plastic and clearly happened before shipping. Nectar replaced that, but between the two shipments this order has been a fiasco. I spent nearly $1,000 and still have no mattress and no resolution.

  

  Business Response

  Date: 03/02/2025

  We sincerely apologize for the frustrating experience you’ve had with your order and the challenges you encountered with both ***** and our customer service team. We completely understand how disappointing and inconvenient this has been, and we truly regret any stress it has caused you.
  After speaking with Sarah regarding these issues, we took immediate action to find a resolution that meets your needs. We have addressed the miscommunication with ***** and our internal teams to ensure that situations like this are handled more efficiently in the future. Our goal is to provide a seamless experience for our customers, and we recognize that we fell short in this instance.
  We appreciate your patience and the opportunity to make this right. If there is anything further we can do to assist you, please don’t hesitate to reach out.

  Customer Answer

  Date: 03/03/2025

  
  
  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.