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:02/16/2025

  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 the nectar mattress and enjoyed it very much up until recently as it has been causing me extreme back pain due to the foam no longer supporting me properly. I reached out to the nectar team and after sending pictures, was told I am
  Not covered under the warranty because the mattress was stained. The area of concern is not stained and the stain has nothing to do with the defect, yet they insist they cannot help me. The warranty does state it doesn’t cover environmental damages (stains) but this is an unrelated issue on a mattress that happens to have stains in other areas. They seem to be skirting the warranty despite my pictures of unstained mattress clearly showing degraded support structure vs other areas of the mattress.

  

  Business Response

  Date: 02/23/2025

  We apologize for the difficulties you encountered with the warranty process and appreciate your feedback. While our policy states that staining voids the warranty and trial, we understand your frustration. A Senior Customer Advocate has already reached out with a solution. We appreciate your patience and please don't hesitate to contact us directly if you need any additional support.

  Customer Answer

  Date: 02/24/2025

  
  
  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:02/16/2025

  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.

  Bought a nectar mattress only for it to leak fiberglass. Nectar says they don't use it, however this is not the case. The Premium mattress is full of it. They keep on ignoring the fact that they do this, and lie through their teeth about it.
  
  There is a danger tag on the bottom saying do not open. I've seen other cases within the last few months of others having the same problem.

  

  Business Response

  Date: 02/25/2025

  *** ******* complains that his Nectar-brand mattress is "full of" fiberglass. We previously corresponded directly with *** ******* and assured him that his mattress does not utilize fiberglass as a fire retardant. While Nectar -- as well as virtually every other major manufacturer of mattresses -- did utilize a sock containing glass fiber to comply with federal flammability requirements, our company moved away from fiberglass years ago. *** ******* purchased his mattress in December 2024, so we can confidently say his mattress does not contain any fiberglass. Instead, fire retardation standards are met primarily through the use of a rayon-based sock that encapsulates the mattress. We are disappointed that *** ******* is unsatisfied given that ******** **** prides itself on a first class customer experience. We hope this fully addresses *** *******'s complaint. Please let us know if you have questions or concerns. Otherwise, we will consider the matter closed.

• Initial Complaint

  Date:02/10/2025

  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.

  I purchased a Nectar Luxe Memory Foam Mattress on 2/4/2025. The amount of the mattress was $1335.36 taxes included. I received the mattress through home delivery on 2/6/2025. I set the mattress up that evening and began using the mattress. The website states it is not necessary to wait to sleep on it and it was okay to begin usage immediately. After two nights sleep it was very apparent this " luxe cooling mattress"did not cool and was extremely uncomfortable to sleep on .
  I contacted Nectar through email to let them know we did not care for this "Luxe" mattress and that it was not meeting our needs.*I was told over the phone weeks before that Nectar has a 365 return guarantee and there would be no worries if we decided to return. This is what made me go with this company. I have contacted Nectar several times through email stating we want to return this mattress. They are using several tactics to avoid this return. Asking how we sleep, telling us we need to wait at least 30 days to break in the mattress to avoiding emails all together. NONE of this will help. I simple want to return my mattress as promised I could.

  

  Business Response

  Date: 02/12/2025

  We regret to hear that your mattress hasn't been a good fit and that the return process has been challenging. Our return policy includes a 30-day adjustment period, as it often takes time for the body to fully adapt to a new mattress. We understand this can be frustrating, and we're here to help in any way we can.  A senior customer advocate has reached out to assist you directly. If there's anything else that we can assist you with, please don't hesitate to reach back out.

• Initial Complaint

  Date:02/08/2025

  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.

  Hello and thank you so much for taking the time to help out
  
  I wanted to reach out because I purchased a nectar mattress and LOVE it!! It’s the only thing I sleep on and have come to enjoy your mattress so much
  
  I recently however have been discovering this weird, shiny particles all throughout the room, floors, mirrors, etc…
  
  I noticed it was prevalent when the lining of the nectar mattress wore off and these thin, shiny, short particles are everywhere
  
  I read online it could be the fiberglass material and am very scared, I haven’t slept on the mattress since and am afraid of doing so

  

  Business Response

  Date: 02/25/2025

  *** ********* purchased two mattresses back in 2020. In December 2020 he was provided a free replacement cover due to complaints of the original cover fraying. A couple of months later, in February 2021, *** ********* requested a return of both mattresses. Through discussions with our customer service team, he agreed to keep one of the mattresses after receiving a discount, and the other mattress was returned. *** ********* was refunded his entire purchase price for the returned mattress. Four years after accepting a discount and keeping one of the mattresses, in February 2025 *** ********* filed this BBB complaint, alleging that he is concerned about the use of glass fiber as a fire retardant. As you may know, as of just a few years ago most mattress manufacturers used fiberglass to comply with federal flammability requirements given its superior resistance to flames. Regardless, our customer service team again accommodated *** *********, this time agreeing to pick up his old mattress and replace it with a new one that does not utilize glass fiber. We stand by our commitment in that regard, but we are still waiting on the customer to provide details on the pickup. We will continue working with *** ********* to pick up his old mattress. As such, unless you have questions or concerns, we will consider this matter closed.

• 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.

  To Whom It May Concern,
  
  I am writing to file a formal complaint against Nectar Sleep regarding their refusal to honor a cashback reward for a Black Friday promotion that was tied to Rakuten.
  
  Details of the Incident:
  
  Date of Transaction: 11-27-24
  Rakuten Cashback Promotion: Black Friday special on purchases made through Rakuten, where Nectar Sleep was offering a cashback incentive.
  Transaction ID/Order Number: Order Confirmation ***********
  Issue: Despite following the promotional guidelines and completing my purchase through Rakuten's platform during the Black Friday event, Nectar Sleep has refused to reward the cashback that was promised as part of the promotion. I have provided all necessary documentation, including the Rakuten receipt, and contacted both Rakuten and Nectar Sleep multiple times.
  
  Resolution Sought: I respectfully request that Nectar Sleep:
  
  Honor the cashback offer that was promised during the Black Friday event via Rakuten.
  Provide a clear explanation as to why my cashback claim was denied.
  Ensure that this issue is resolved promptly to prevent future customers from facing similar issues.
  I trust the Better Business Bureau will assist in facilitating a fair resolution to this matter.
  
  Thank you for your time and attention.
  
  Sincerely,
  ******** *******

  

  Business Response

  Date: 02/11/2025

  We are sorry that the cashback didn't process as it should have. We work very closely with our partners and we completely understand your frustration when you didn't get your rewards. One of our senior customer advocates has reached out to ensure you get your refund. Please let us know if there is anything else we can do to help!

  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:01/31/2025

  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.

  *******
  ***************
  
  Featured by *****
  
  Save on home improvement with these credit cards
  
  [*******] Re: Re: [*******] An update on your missing Nectar Sleep Mattress Cash Back ********** *********]
  *****
  /
  Inbox
  
  
  
  ******* Member Services
  This email was sent by the organization that owns the logo shown.
  ***************
  From:
  ****************************
  To:
  ******** 
  Thu, Jan 30 at 9:02 PM
  
  ##- Please type your reply above this line -##
  Member Services (*******)
  
  Jan 30, 2025, 20:02 CST
  
  Hello ********,
  
  At this ***e we are not supporting members over the phone. We apologize for the inconvenience and we're still happy to assist you with any of your questions over email.
  
  When you shop through ******* in accordance with the terms set forth by ******* and the store, the store pays a commission to *******. This commission is what we pass along to you in the form of Cash Back. Since this order was not automatically reported, we submitted a request for payment to Nectar.
  
  Nectar responded to our request for payment to inform us that no commission would be paid to ******* because credit for this order was awarded to someone other than *******. Since orders are private transactions between you and the store, ******* is not provided with any additional or more specific information.
  
  You can view this by clicking the "See Rewards" link on your Account page here: https://***************/account
  
  We appreciate your understanding.
  ******* Member Services Supervisor
  ***********
  
  
  ********
  
  Jan 29, 2025, 06:26 CST
  
  ***,
  
  I just want my cash back for my "LEGIT" mattress purchase. PLEASE reply with a phone number so I can talk to a live person.
  Thank You!
  
  On Tuesday, January 28, 2025 at 04:28:15 PM EST, ******* Member Services wrote:
  
  This is the email I received from *******. My account was hacked and my cash back went to someone else. I want my cash back! $301.41. MY ACCOUNT WAS HACKED, YOU OWE ME THIS MONEY, YOU GAVE IT TO ANOTHER!

  

  Business Response

  Date: 02/05/2025

  We're sorry for any inconvenience or frustration with your purchase experience. This is not the kind of impression we want to leave you with. Regarding ******* rebates, as the merchant, we can only confirm the purchase with ******* once the order is completed. However, we do not have access to apply the rebate to ******* accounts. Upon review of our records, we found that no ******* rebate or cash reward was applied to this order. Customer satisfaction is very important to us, and we always honor rewards and referral programs that meet the applicable guidelines. A senior customer advocate has reached out to you to establish a direct line of communication and offer further assistance. Please reply directly to them if you have any questions.
  

• Initial Complaint

  Date:01/29/2025

  Type:Customer Service 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.

  Upon return of a queen-size mattress, Nectar Sleep processed a refund as outlined in their return policy. However, the refund was issued as a digital gift card, redeemable only for online purchases, rather than to the original payment method. Requests for alternative refund options, including check, money order, or credit to the original payment source, were denied. This restriction precludes the application of the refund towards the credit card debt associated with the original purchase.

  

  Business Response

  Date: 02/05/2025

  We are so sorry that your Nectar mattress didn't work out for you as you hoped. We work very hard to ensure the return and refund process is as simple as possible. Our process is to refund back to the original payment method, upon processing your refund the financial processor blocked the payment as they only have a refund window of 180 days. Our next steps in this case are to issue a Prepaid Mastercard® that is delivered digitally and securely directly to the customer. You have already received your digital card and you may also receive a physical card by contacting the financial institution that issued you the Prepaid Mastercard®. We do understand your frustration and we are happy to continue to assist in any way we can. One of our senior customer advocates has reached out to ensure we can answer any further questions or concerns you have.

  Customer Answer

  Date: 02/06/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Given the company's size and reputation, alternative refund options beyond gift cards are expected to mitigate transactional limitations and enhance customer satisfaction. Specially when they offer a return policy that exceeds the 180 days paypal refund policy. I sincerely hope we can find a better solution to this matter
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/13/2025

  We attempted to issue your refund to the original payment method but were unable due to restrictions outside of our control and we understand your frustration with the alternative. When we are not able to successfully process the refund to the original payment method, this is our normal process to provide refunds to our customers securely. We apologize that the Prepaid Mastercard® isn't your ideal form of refund and are ready to assist with any questions you might have. We have processed your full refund to the Prepaid Mastercard®, which you have in your possession, and if you need a physical copy please feel free to reach out to the financial institution that issued you the card, they are happy to help!

  Customer Answer

  Date: 02/18/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Their response lacks a practical solution, offering only an explanation. While they provide a 365-day return policy for their mattress, their financial processor's 180-day refund window creates a conflict. Issuing a digital card for refunds appears strategically convenient, potentially restricting customer spending to online purchases.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 02/18/2025

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

  I request an alternative payment method because the mattress purchase was made using a credit card, and I aim to settle the outstanding balance to zero. with the digital card provided, it is impossible to repay this debt.

  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/25/2025

  We have processed the refund using our normal refund process. The full amount has been made available via a Prepaid Mastercard® with the option to also get a physical version of the card. We understand that this option wasn't ideal for you but this is the process we have in place and are unable to process the refund another way.

  Customer Answer

  Date: 02/26/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company demonstrates no interest in resolving this matter and has not engaged in collaborative efforts to identify a suitable alternative solution. They continue to provide the same repetitive response without offering any viable alternatives.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/29/2025

  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 have reached out to Nectar half a dozen times to resolve an issue I have filed with them and gotten no further help. The mattresses are supposed to have a "Forever Warranty" well that is complete bull. I reached out to the company and informed them that this mattress was killing my back and I had paid for the upgraded comfort and cooling technology thinking I was doing myself some justice. Well I was wrong. After the 3 round of emails and gathering information to them they said they would send me out a new mattress. Well that's fine but the one I have currently is killing my body physically. I am a Disabled Vet with a ot of back and nerve issues from service connected injuries. This bed cam HIGHLY recommended not only for comfort but for the customer service. Well, I must be the one that all 4 of the associates I have delt with have just given me the basic run around. They will send a new mattress but they will not let me PAY them to upgrade the one I currently have. I didnt even ask for a FREE upgrade. I said I would pay the difference if they were willing to ship me a new one free anyway. They then offered to return my current mattress and said I could place another order but not until my current mattress gets picked up?!?!?! Am I supposed to sleep on the floor????? This is ridiculous and al I am asking is that they make this whole situation right since it has taken me almost 2 weeks and I have not gotten anywhere.

  

  Business Response

  Date: 02/04/2025

  We sincerely apologize that you were having issues getting your warranty completed, this is not at all the kind of experience we aim to provide our customers. 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: 02/06/2025

  
  
  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:01/22/2025

  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 bought the Mira bed frame and headboard from Nectar and it was shipped to me missing most of the hardware and instructions to assemble the frame. I spoke to them over the phone and they agreed to send the missing parts via mail. The instructions were emailed to me.
  
  Instead of sending the parts, they sent a whole new frame and headboard. This new frame and headboard were also missing pieces required to assemble. I now have two incomplete bed frames and headboards from Nectar.
  
  I reached out to Nectar via their website chat function and there is no way for me to leave a review on their website to warn customers about this problem. The only way they said they can receive reviews is direct messages via social media. It seems to me that they are selling inadequate products and not allowing customers to write an honest review about their business. This feels wrong to me and I don't trust them to fix their ways or post my review if I messaged them.

  

  Business Response

  Date: 02/01/2025

  We sincerely apologize for the issues you’ve experienced with the assembly instructions and the missing hardware for the bed frame you received. We strive to provide high-quality products backed by excellent customer service, and we regret to hear that this was not your experience. Please know that we encourage all customers to share feedback through an email invitation sent after order completion, allowing for transparent and honest reviews on our website. Your feedback is valuable, and we appreciate the opportunity to improve our processes. A senior customer advocate has reached out to further assist and work toward a resolution. Please reply directly to them for any additional questions or concerns you may have.
  

• Initial Complaint

  Date:01/20/2025

  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.

  On September 2nd, 2024 I purchased a mattress, adjustable bed frame (massage) and sheet set for a total of $2,027.99.
  Since we have had the adjustable bed frame, it has been loud and also sounds like the motor is about to die (sometimes the massage is really, really quiet, and other times really loud). I purchased another adjustable bed frame (with mattress) for our son and his frame doesn't make the same noises or sound anything like ours.
  In addition, my husband and I have been experiencing back and hip pain on a daily basis since we've had it. The first time I contacted Nectar they offered me a mattress topper to help with the pain we've been experiencing. When I contacted Nectar a second time, to do an exchange on the mattress, they tried to get me to downgrade to a less expensive model which is fine. Nectar proceeded to tell me that I needed to enter payment for the cheaper mattress, in which then I would get refunded the price of the premier mattress after they picked up. I already paid $2,027.99 for the mattress..Why should I pay another $800 before getting refunded for first mattress. For the defective bedframe, I was given another phone number to contact. Now I just want a refund. I am extremely frustrated and I am tired of being in pain.

  

  Business Response

  Date: 01/30/2025

  We are so sorry that your mattress and adjustable bed frame didn't work out as you hoped it would. This is never what we want for any of our customers. One of our senior customer advocates has reached out to help get this resolved for you. Please respond to them directly to ensure you're taken care of!