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:08/27/2022

  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.

  It started out with me inquiring about a mattress and what money, if any I would get knocked off if I didn't want their "********** accessories". (pillows, cover etc.). I was told I would received 100 off. The next day I purchased through an email link titled "Price drop alert: Get up to $499 in Accessories Included". This had the mattress advertised as 1499 and a photo of the bundle as well for 0.00. I clicked that link. During checkout (it was late around 2:00AM), I did chat with I believe ***. He assured me that 100 would be a credit to my credit card account the next day. I contacted Nectar numerous times spending approximately 2 1/2 hours to get my 100.00 back. All they gave me was a run-around. They would not honor what their employee put in writing. At that time I decided to return the mattress. They would not initiate the return process until I received it. Once received I asked for a return label. They sent an email and I responded. I did not hear back in the 24 hours they promised. I did chat. They would only give me a tracking number. The tracking number was a *** one, and they provided *****'s number. I kept asking over and over for a label and they would only answer with generic statements not answering my question. *** will not pick this up as I do not have a label and they will not bring a label. A Nectar employee even told me that *** would bring a label. After calling ***, *** says they never bring labels. I have disputed this with my credit card company as well. I am now stuck with a mattress that I have no way of returning until a label is provided. SCAM company all over. I also am disputing with my credit card company.

  

  Business Response

  Date: 09/08/2022

  Thank you for bringing this to our attention. We are so sorry to hear about your experience with your purchase and return process. Your frustration is understandable, as this is certainly not the kind of experience we want for our customers. We are working tirelessly to meet all customer expectations and requests; we regret we were not able to keep you as a satisfied customer. Our records indicate that a return and refund have been processed. We appreciate your patience while we worked to assist you with your request. If you have any questions, please reply directly to the email we have sent you so we can provide further assistance.

• Initial Complaint

  Date:08/23/2022

  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.

  I purchased a queen mattress set from Nectar in July 2022, which comes with a complimentary sleep bundle that includes pillows from the brand Resident. Nectar also sells a Resident-branded pillow on their website, which is marketed as "overstuffed" but "customizable" since the foam is removable. I had also previously purchased a king set from Nectar, which came with complimentary pillows that had removable foam.
  
  The Resident pillows I received were NOT customizable. The inner pillow is fully sewn up and does not allow you to remove the foam. Further, the pillows were extremely overstuffed and impossible to sleep on, causing terrible neck pain.
  
  I reached out to customer service and they said that the Resident pillows that come in the complimentary sleep bundle are completely different (???) from the Resident pillows sold on the website, and that the complimentary pillows are not customizable. This is extremely deceptive marketing, especially because the complimentary sleep bundle is a principal selling point of deciding to shop with Nectar in the first place. Why would they include pillows that are not even sold on the website? Because they know that it is a less desirable product and throw it in with the bundle, knowing that customers will assume it is the same as the Resident-branded pillow that they sell on the website.
  
  They offered a 10% discount on the pillows with removable foam, but that does not make up for the bait and switch they are pulling with customers, especially ones who have shopped with them repeatedly. The only way to make this right would be for Nectar to send me the pillows with removable foam FREE OF CHARGE.

  

  Business Response

  Date: 08/30/2022

  We are so sorry that the pillows you received weren't the pillows you expected. This is never an experience we want for any of our customers. One of our senior customer advocates has reached out to help find a solution that works for you! Please let us know if there is anything else we can help with.

• Initial Complaint

  Date:08/18/2022

  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 mattress contains fiberglass. No instructions were sent with the mattress. I took the cover off fiberglass spread. I have issues with itchy skin and wheezing. I have since replaced the mattress with a more expensive mattress. I am trying to get a refund from a product that is not fit for a particular purpose.

  

  Business Response

  Date: 08/25/2022

  We are so sorry to hear about the issues you had with your mattress, this is never an experience we want for any of our customers as your safety and satisfaction are our number one priority. One of our senior customer advocates has reached out directly to help you complete that return for a refund. Please respond to them at your earliest convenience so we can take care of you as quickly as possible!

• Initial Complaint

  Date:08/14/2022

  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.

  Placed order with the company. Was delayed for days in processing. I cancelled my order and now have been charged full fee along with the purchase arriving tomorrow. So as soon as I say cancel they conveniently charge to get the money and disregard any cancelling. I want my money back today for this inconvenient charge. Have told chat people who are now giving the run around on my refund

  

  Business Response

  Date: 08/19/2022

  We are so sorry for the experience you had with us and we want to assure you this is never the experience we want any of our customers to have. Your satisfaction is very important to us, please know that we would never ignore your request. Our records indicate that a return & a refund has been processed, we appreciate your patience will we work 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:08/10/2022

  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.

  (Complaint taken over the phone ********************** staff, LST, on 08/10/22.)***Consumer purchase a mattress and frame from Company 8 years ago. The mattress is warranted for life but the frame has a shorter warranty period. Company has replaced the frame once. Now broken again, Consumer contacted Company about the frame but they said the warranty is now out of warranty.

  

  Business Response

  Date: 08/15/2022

  Thank you so much for reaching out to us. One of our senior customer advocates has reached out to work on finding the best solution for you. Please respond to them at your earliest convenience so they can get you taken care of!

• Initial Complaint

  Date:08/10/2022

  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.

  The mattress I bought from Nectar came with a "Forever" guarantee that states:
  
  THE FOLLOWING DEFECTS ARE COVERED:
  Any manufacturing defect in the assembly of the Mattress Cover.
  
  Over the 2 years I've owned the mattress the cover has gradually slipped around, deforming the mattress.
  
  I contacted Nectar on July 23rd to initiate the warranty replacement. A Nectar agent requested a photo of the problems on the mattress. I sent photos as requested. On July 25th, at 12:20 the Nectar agent responded "We can certainly send you a replacement mattress for you! Let me just confirm first if your shipping address is still the same..."
  
  The Nectar warranty department and I have since had a lengthy email chain where they've claimed, untruthfully, that there's a stipulation that no mattress will be warranty replaced if it is stained. The warranty does say that the mattress won't be returned exclusively because of staining, but it does not state that stains void all aspects of the warranty.
  
  I'm returning the mattress for a manufacturers defect only. Yet they maintain I have to 'spot clean' it until there are no stains, which isn't possible. I've spent a couple hours cleaning the mattress according to their instructions and they have now refused to accept the return based on the stains.

  Customer Answer

  Date: 08/11/2022

  ***Document Attached***
  
  The issue is with the mattress cover gradually migrating toward the center of the mattress. The gray part of the mattress actually should be on the side and should not be showing at all on the top of the mattress. The third pic shows the mattress after I cleaned it with a method they suggested, which made the stain worse. They're falsely claiming that there's a clause in the 'forever' warranty that voids all other aspects of the warranty if there are stains on the mattress. Given that all mattresses will be stained to some extent after 2 years of normal nightly use, they can wiggle out of pretty much any warranty commitment.
  See Attachment/File: ************************************

  

  Business Response

  Date: 08/13/2022

  We apologize for the trouble you've experienced with the warranty replacement process and appreciate the feedback you have provided about your experience. Your feedback is valuable and we appreciate your patience while we work to resolve your concern. We appreciate your effort to meet the requirements and apologize for any inconvenience. A senior customer advocate has reached to you to help resolve your concerns and establish a directly line of communication to discuss the warranty process and to ensure your concerns are addressed as quickly as possible.

• Initial Complaint

  Date:08/09/2022

  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 bed last year and received the bed. We followed the instructions of setting up the bed. After having the bed for almost a year. I was changing my sheets and mattress protector (first time changing mattress protector) I noticed there was a large dark spot under the zipped mattress protector. I unzipped the cover and noted a large amount of mold covering the mattress. I called nectar to request a refund or exchange. They explained that this is an environmental issue and due to me unzipping the mattress cover I voided the warranty. My mattress delivered to my house, has never been exposed to any type of excess moisture and there is no reason why my mattress should be covered in mold. I requested to speak to a supervisor multiple and was told the supervisor**** would call me within 24 hours. I did not receive a call so I called back 3 days later. I was told yet again that my request for a supervisor call was pending. I requested a phone call within 24 hours because I did not want them to use the excuse of "we are passed the 365 sleeps" to disregard my complaint. I finally spoke with**** for about 4 minutes and she said she was going to touch base with her team and call me right back. After several calls back to Nectar, this still has not been resolved. I sent pictures over as they requested and they have not provided any action to remedy.

  

  Business Response

  Date: 08/10/2022

  We are disappointed to learn about the condition you found your mattress in. We sincerely apologize that this has been your experience thus far. One of our senior customer advocates has reached out to look into this issue further for you. Please respond to them at your earlier convenience so we can get to the bottom of this as quickly as possible for you!

• Initial Complaint

  Date:08/08/2022

  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 am a 71 year old woman with ******* *********** ********** ******** bought a mattress and frame from Nectar Sleep online in February of 2022. I slept on it one night and it was extremely uncomfortable. I got in touch with the company and asked them to pick the mattress up. They told me to take photos of the bed and then kept giving me the runaround. They are still asking for photos and ignoring me. I've just found out there has been a class action suit against the company. I am returning to Massachusetts on the 9th of this month be (August) for health reasons and to be closer to family. I am now responsible for getting rid of a mattress that might be potentially harmful to someone else, I will have to pay to have it removed from my home so I can move. I want the mattress removed now and would like compensation for the cost of the mattress. I will accept a replacement of another brand of mattress when I relocate to **************

  

  Business Response

  Date: 08/14/2022

  We are disappointed to hear that your Nectar Mattress was not the right fit for you; we thank you for trying it out. We are more than happy to proceed with the return request of your mattress, however, we have not received the required documentation to move forward. Our senior customer specialist has reached out to you to assist with your return. We look forward to working with you to get your return completed. Please respond to our latest email with any further questions or concerns you may have.

• Initial Complaint

  Date:08/02/2022

  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. Accidentally used an email address I had closed the account on. Nectar could not locate my order. I received that mattress but had already ordered a second one. They both showed up. I requested a return and the first mattress was picked up on 7/12/22. I want that money back. $1183.00. If I do not hear from them within 2 weeks I will fly out to ***************** or wherever and file suit but that will include airfare, time off work and I'm not a low salary peon, legal fees and motel. I do not have supporting documents other than the email of the mattress being picked up and the debit to my account.

  

  Business Response

  Date: 08/04/2022

  We appreciate your feedback regarding your return. We see that the return has been completed and your full refund was processed. Please let us know if there is anything else we can do to help!