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:09/24/2022

  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.

  The warranty states that any dip more than 1 inch is not acceptable and the mattress will be replaced. What they did not state is that the mattress will likely never dip more than an inch, but the mattress will become much easier to compress in these areas like hips, shoulders, etc. This causes the hammock effect when you lay on it, but returns to its original level shape after you get up, technically not dipping and not replaceable under warranty. While the mattress looks level, it doesn't show how some areas are much softer than other areas. You can't flip it, only rotate the mattress, and I have tried that several times. If you weigh over 190lbs, not a mattress I would recommend.

  

  Business Response

  Date: 10/01/2022

  Thank you for bringing this to our attention, your feedback is valuable. We stand by our forever warranty and customer satisfaction is very important to us. We are more than happy to assist you with any warranty questions or issues you may have, for life. We're always here to help and would love the opportunity to make your experience better. A senior customer advocate has reached out via email to assist with any warranty issue you may be experiencing and we hope to hear from you soon.

• Initial Complaint

  Date:09/23/2022

  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.

  Order Information
  Order #: XXXXXXX
  Order Date: July 17, 2019
  Amount: ********
  Item Purchased: ************************* mattress, with lifetime warranty.
  
  Mattress originally arrived damaged in shipping, requested a new one. Had to pay to dispose of the first one when the replacement mattress arrived. Replacement mattress lasted a very short time before failure. Started to sag heavily under little weight. Requested a full refund as it was still under their ***** night trial" got the run around and then no response. Over a year later I requested a warranty after sleeping on the defective mattress. Now I am getting the run around again, I have provided photos, moved the mattress around several times to get the bottom, the tags, etc. They are requesting that I do an absurd "weight test" to prove what I have already shown in pictures. Company is deliberately trying to avoid honoring their warranty. Mattress is to the point were it is causing back problems and we sleep in the guest bedroom.
  
  Initial request: *******
  Request for *************** ******** *******
  Warranty request: *******

  

  Business Response

  Date: 09/28/2022

  We apologize for the trouble you experienced with the warranty replacement process and appreciate the feedback you have provided about your experience. Your satisfaction is a priority to us and we understand your frustration with the process. A replacement mattress has been approved and is now processing for shipment; we appreciate your patience and thank you again for your feedback. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:09/20/2022

  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.

  Nectar indicated that order ********** has been cancelled and a full refund has been issued, processed on refunded on 07/24/22 to my credit card ************** however, a refund was never issued as this was not the payment method for this order-this order was placed ************************************ I have been battling******* since they are saying that they never received a refund from you and as you can see, I have not had any additional orders with you other then the one order (**********) that was placed via **************** which has been both charged and paid off in the amount of $2,630.88.
  
  Order numbers ********** and ********** were both through******* and should both be cancelled and refunded back to ******.
  
  I have attached a copy of my statement from **************** showing the charge and have included the details from my******* account showing that I still have a loan to pay on the $1,315.44 order that is due for a product that I never received.
  
  To recap:
  
  Order ********** using payment method******* should be cancelled and refunded
  Order ********** using payment method******* should be cancelled and refunded
  Order ********** has been received and paid for using ****************

  

  Business Response

  Date: 09/30/2022

  We appreciate you reaching out to us about the orders you have placed. We understand your concern about ensuring your refund has been successfully processed. We show that you have four orders total and three of those have been canceled and all funds have been refunded back to the original payment method used. Order ********** was placed using a credit card and once the order was canceled the refund was processed back to the card used. One of our senior customer advocates has reached out to ensure this is taken care of. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 10/04/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Thank you for your help

• Initial Complaint

  Date:09/14/2022

  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 mattress from Nectar and within the 1st week of sleeping on it I was unable to sleep at all due to the pain and discomfort the mattress was causing. I reached out to their customer service and was told I hadn't had it long enough to qualify for a return. Another 10 days goes by and now I'm in so much pain from trying to sleep on the mattress that I started sleeping on my couch. Again, I tried to call and have this mattress returned and was told I was still 10 days away from being qualified to return it. They even went as far as to say that despite my pain I needed to suffer through another 10 days before they could do anything about a return.

  

  Business Response

  Date: 09/22/2022

  We regret to hear that the Nectar mattress was not a good fit for you and apologize for any discomfort; this is not the kind of experience we wanted you to have. We understand your frustration with our return policy and we're sorry for any inconvenience with the process. Please know that your satisfaction & feedback is very important to us. One of our senior customer advocates has reached out to you directly to establish a direct line of communication and ensure your request is addressed as quickly as possible.

• Initial Complaint

  Date:09/13/2022

  Type:Delivery 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 ordered a Nectar mattress and frame. We were told we would get both at the same time. Luckily, we didn't dismantle the old bed!!! The mattress has been sitting in it's box for over a week, and we were just informed that the frame isn't in stock!! No where on their website when ordering did it say they were out of stock. We called about the issue, and the employee said it was listed in the lower part of the website. WHY WOULD I LOOK TO A SEPERATE PART OF THE WEBSITE WHEN I AM ORDERING A PACKAGE DEAL FROM THEM!!!! We feel misled, and now have to move around a box in our living room waiting for the frame to arrive. I really hope their mattress lives up to the hype, or we will be returning it and the frame promptly, and pursue civil damages.

  

  Business Response

  Date: 09/15/2022

  We are so sorry to hear that your bed frame and mattress shipping time frames created this inconvenience. We understand your frustration and we appreciate your patience with this unexpected delay. We show that your bed frame has now shipped and is expected to be delivered on 9/16/2022. One of our senior customer advocates has been working with you directly to get this resolved. Please reach out to them directly if you have any further questions or concerns so we can ensure it is handled promptly. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:09/13/2022

  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 an adjusting bed frame from Nectar Sleep for $999. It ceased to function as intended (some of the details had fallen off under normal usage) and Nectar sent me a replacement under warranty without notifying me of the fact that it would be a different model. The replacement was sourced from a different supplier (the original model was no longer available) and was missing a number of features the original one had (such as a "zero gravity" mode and a higher rise angle of the foot section). Furthermore, the replacement arrived with a flaw that makes it so that the massage mode is unusable (another warranty replacement has been offered but due to the weight of the item and the difficulty in installing it, it is not a practical solution, plus it wouldn't resolve the original issue of missing features). The best resolution Nectar was able to come up with was a partial refund of $75. This is not acceptable, as the inconvenience we have suffered and continued to suffer is worth more than 7.5% of the purchase price.

  

  Business Response

  Date: 09/19/2022

  We are so sorry to hear that the Adjustable bed frame you received was not as you expected. We always try to provide the customer with the closest item to the original as possible. In this case it was a newer model but it didn't have some of the features your previous one had. In order to better assist you; one of our senior customer advocates has reached out to help get you taken care of. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 09/20/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  The company reached out and offered additional compensation. Although the amount is still not ideal ($175 - I was looking for $300), I am willing to let it go.

• Initial Complaint

  Date:09/12/2022

  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 purchased a Nectar mattress in July 2020 after doing much research about mattresses that worked best to support persons over 200lbs, w/o sinking or loss of support. I read a ton of online reviews and watched a number of ******* videos before making my decision to purchase. I felt confident in Nectar's advertising which made clear that I'd have one year to try it out and if there were issues, I'd be issued a refund and they'd recycle the mattress should it begin to fail. Within 6mos of purchase, the mattress had already begun to sink under me which made it obviously uncomfortable to sleep and was extremely disappointing. I decided to contact customer support to begin the refund process. Well, that experience, emailing and sending proof photos to the representative, was upsetting, to say the least. I sent at least 5 separate photos detailing as best as I could that the mattress was sinking. I was told to lay a broom across the area to show depth. That made no sense to me since a broom would only sit atop the surface of the mattress and was not a 200-lb human person. After becoming so frustrated with the process, I gave up, I wish I had fought harder based on the principle alone, but it was just too frustrating. I rotated the mattress many times over the past 2yrs, and today it is literally flipped upside down (which is not how it is intended to be used) simply because that is better than sleeping in deep holes every night. It makes no sense that in today's technology age, I'd purchase a mattress that is unusable after only 2yrs, though I only needed 6mos so see it was not what the advertising promised). I am very extremely frustrated that I missed the 365-day (refund) window, but not because of a lack of trying, which I assume is working exactly as it was designed, so Nectar would not have to honor the promises they made in the advertising. I hope they will do the right thing and allow customers to get compensation when their purchases do not work out as intended.

  

  Business Response

  Date: 09/14/2022

  We are so sorry that your Nectar mattress did not work out for you as you hoped. We understand your frustration with the return process and would like to thank you for the feedback you have provided about your experience. We appreciate your continued patience as we work with you to complete your return request. One of our senior customer advocates has reached out to get this taken care of for you. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:09/12/2022

  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 mattress on 8/5 for my fiancée and I. I was very excited about the purchase because it seemed like it would be great for her back issues and our overall comfort. She started experiencing increasing asthma issues, until we eventually removed the cover and found the underside of the bed infested with mold.
  
  This happened in just one month! Our apartment has no signs of mold, the mattress was on a well ventilated frame, and now we're without a mattress and the money we spent on it, and my fiancée is having issues with asthma and headaches. We cannot return the mattress as we had to immediately remove it for health concerns, though we have a picture of the underside. We assume that the mattress somehow got wet during shipping or in the factory. We really wanted to give nectar a try, but now it seems like a costly mistake.

  

  Business Response

  Date: 09/20/2022

  We are very sorry to hear about your Nectar mattress and would like to thank you for the feedback you have provided about your experience. Your safety and satisfaction are very important to us. We can see that one of our senior customer advocates has reached out to you directly to assist you. We appreciate your patience while we address your concerns and expect to have you taken care of as expeditiously as possible. Please reply directly to the email we have sent you so we can ensure this is the case.

• Initial Complaint

  Date:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress and a bed frame from Nectar on 9/5. Per a special, it came with a sheet bundle. I needed this item by Friday 9/9 as it was a gift. When I saw that the mattress was still being processed, that Friday, I made the decision to cancel my order on Saturday as the two items were no longer needed(the bundle arrived, but I needed the mattress and the frame, not the sheets). As I tried to contact customer support through their email, I did not receive a reply from them when I replied back requesting that I wanted to cancel my pending order. I decided to try the chat service that they had and that was not working either as it had a two minute wait but twenty minutes had elapsed and no one helped me start the return process. The next day came and the status of the items were the same - the frame was on its way to a Fed Ex facility and the mattress was still being processed. I decided to give the chat feature another go and finally connected with someone. That person wanted me to take delivery of the frame and to chat with them again when I took delivery of the frame so they could file a return. The CSR agent also let me know that they could submit a cancellation request today but that a shipping label had already been printed and that needed to be voided and therefore the mattress would ship out before it could be voided(voiding takes 2-3 days, per CSR agent). I found it odd because I had just checked the status of the mattress right before and during the chat and it still said processing. Therefore, something happened during my cancellation request that during my cancellation request, the status changed to waiting for carrier pick up. I find it suspicious that my cancellation request led to a change in order status. I am not going to be taking delivery of any product (mattress or frame) and would like a full refund of what I paid. I have already notified my credit card company and they too will be investigating.

  

  Business Response

  Date: 09/20/2022

  Thank you for bringing this to our attention, your feedback is always valuable. We're very sorry to hear that our order processing time didn't meet your expectations and apologize for any frustration with the cancellation request. Please know that your satisfaction is very important to us. Our records indicate that your order has been returned and a refund processed. We appreciate your patience while we worked to assist you with your request. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply directly to the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:09/10/2022

  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 mattress in April 2022, the mattress height should be 13 inches but it is only 12inches, which is the height of the basic mattress. Unfortunately, there was a tragic death in the family two days after the mattress was delivered, which caused me to be out of the country until July 2022. Additionally my roommate delayed their move so my house to house and pet sit while I would be out of the country, so I did not have the empty guest room to move my old mattress to, so I kept the Nectar mattress in the box. My roommate moved on 9/6/22 and I opened the mattress on 9/8/22, after 24 hours I measured the height of the mattress to see if it reached the desired height before I could sleep on it and noticed that it was 12 inches instead of 13 inches. The mattress cover also appears as if it is too big for the mattress and the zipper is higher on one side than the other etc. I reached out to Nectar and they said because it was in the box for 90 days they can't do anything. With a loss in the family and affairs to be put in order, opening the mattress was just not not a priority, I also was not going to open it and put it on the floor. The mattress came with a 365 risk-free guarantee so I didn't think that Nectar would not take responsibility for sending me an incorrect product. I should not be paying an additional $400 for a premier mattress when I received the basic mattress. Keeping the mattress in the box should not cause it to lose 1 inch in height. I would hope Nectar would empathize with my situation that caused the mattress to be opened late and at minimum, refund the difference between the basic and the premier mattress. Under no circumstances should a customer pay additional money for an incorrect product.

  

  Business Response

  Date: 09/13/2022

  Firstly we are so sorry to hear about your loss, you and your family are in our thoughts. Secondly, we understand your frustration with your mattress. Our 90-day policy is in place because when the mattress is not expanded before those 90 days are up it can lead to the foams not expanding properly which is what you experienced with your mattress being shorter than expected and causing the mattress not to fill the mattress cover. We see that our team has been able to assist in getting you a new mattress sent out. We hope you enjoy your new Nectar mattress, please let us know if there is anything else we can do to help!