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:01/17/2025

  Type:Sales and Advertising 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.

  Nectar Sleep FAQs contain misleading and deceptive information as it relates to 'White Glove Delivery.' After placing my order, I was informed that this service was no longer available/offered yet their FAQ still lists detailed pricing information for this service. This will mislead potential customers when making a buying decision.
  
  Nectar Sleep needs to remove these FAQs immediately to avoid duping other customers in the future. I had to cancel my order after I was informed that White Glove delivery services are no longer provided.

  

  Business Response

  Date: 01/21/2025

  We apologize for the frustration you experienced when placing an order with us. According to our website White Glove Delivery isn't available for purchase but it's still located in the FAQs section for existing customer knowledge. Our records indicate you have canceled your order and the refund has been processed. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 01/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the FAQ is still incorrect and the misleading and deceptive section relating to White Glove Delivery has not been removed. This will fool other buyers and needs to be corrected in order to resolve this complaint.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 01/23/2025

  We would like to apologize again for any misunderstanding or confusion caused by our website resources. We are actively reviewing your feedback for future improvements. If you have any more questions or concerns, please feel free to reach out and our senior customer advocate would be happy to assist you. Thank you for your feedback.

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no action has been taken to correct the deceptive and misleading FAQ information on the Nectar Sleep website. White Glove information needs to be removed or corrected since it is no longer offered. That is the easiest way to resolve this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/15/2025

  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.

  Although this issue was a purchase of a mattress in 2020 the specific mattress cover is 6 months old that added to the issues and under a lifetime warranty. On 12/26/24 our house had a fiberglass contamination due to nectars defective, ineffective mattress covers. This is a known issue and when the mattress was purchased Nectar was already sued by the *** for misrepresentation of their product and not disclosing the fiberglass in them. This resulted in putting us out of our house with a full home remediation. We are being ignored for weeks on a resolution. A family of 4 including two young girls living a nightmare and breathing this in for a long time. I was sent to the general counsel of their company and not being responded to. Can provide more details invoicing and more if needed as this is limited to character amount.

  

  Business Response

  Date: 01/30/2025

  *** ****** takes issue with the purported spread of fiberglass in his home after he removed an outer cover that was not intended for removal. He goes so far as to assert that Nectar was previously sued by the *** relating to the use of fiberglass as a fire retardant in certain of its mattresses. That is simply not true. The company tried to work with *** ****** to reasonably resolve his dispute. His displeasure follows our refusal to pay the more than $6,000 he demands for a whole house professional cleaning.
  *** ****** asserts that he is being ignored, and that assertion is not true. Our customer service team, as well as our Legal Department, have had numerous communications with him regarding his issues. In fact, *** ****** was already refunded $975 and provided a new mattress cover. Additionally, once he threatened legal action, our in-house counsel took over communications and exchanged several emails with him. As recently as 1/7/25, our counsel emailed him and indicated that because he failed to provide requested information related to his claims “we are not in position to offer you anything further.” To date, we have not received the requested information from *** ******.
  We take customer service very seriously, and we are disappointed any time that a customer has an unsatisfactory experience. That said, we have engaged in good faith and reasonable efforts to resolve this dispute as a matter of customer accommodation. On the issue of the mattress itself, while Nectar no longer manufactures with the use of fiberglass, as of just a few years ago virtually every major mattress manufacturer utilized fiberglass because of its high resistance to flames. Fiberglass is a common product that is found in household items. Our mattresses do, and always have, met or exceeded all applicable laws and regulations. We stand by our products.    
  In the end, we believe we’ve fulfilled our obligations to the customer and would like to consider the matter closed.
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  In November 2023, I filed a warranty claim after discovering a physical defect with the mattress. The mattress company provides a cover with a zipper, allowing us to access the defect. Upon opening one corner, we observed large gashes in the foam material. I promptly captured photographs and filed a claim, as I had invested $828 in an item that I expected to have a certain level of craftsmanship. The warranty company utilized by Nectar is called “Extend.” They dispatched a certified technician to inspect the mattress defects. The technician’s report indicated that the cover was pristine, the room was pristine, and the bed frame was pristine. There was no evidence of misuse or environmental issues. I received an email informing me that my entire warranty had been voided due to the cover being removed. I found this decision rather peculiar, yet I comprehend that companies prioritize financial preservation. Subsequently, I contacted Nectar’s customer support, who informed me that their “Forever” warranty was also voided due to cover removal. My primary concern lies in the interpretation of the warranty terms. The warranty states that it covers “– Any physical flaw in the Mattress that causes the foam material to evidence degradation, split, or crack, despite normal usage and proper handling.” However, when I inquired with the customer representative, I discovered that the current warranty structure is essentially equivalent to having no warranty at all. It appears to be a deceptive setup. If a technician that collaborates with Nector’s warranty services arrives to verify a claim and removes the cover to inspect for the defect in question, it would effectively invalidate all warranties. Therefore, I reiterate this for all those who will conduct research for a new mattress: I strongly believe that Nector’s warranty is a fraudulent scheme intended to deceive customers by employing the misleading verbage “Forever Warranty.”

  

  Business Response

  Date: 01/16/2025

  Thank you for sharing your experience. We're sorry to hear about the trouble you've experienced with your warranty claim, and we appreciate the feedback you have provided. Upon review, our records indicate that the mattress cover had already been removed prior to the technician's arrival, which led to the denial of the warranty claim. While the mattress cover is designed with a zipper for assembly purposes, it is not intended to be removed or washed by customers, as this can affect the warranty and the integrity of the mattress. This information is also outlined in Nectar's warranty policies to ensure transparency. Please be assured that we stand by our forever warranty, and customer satisfaction is a priority for us here at Nectar. A senior customer advocate has reached out to you directly to address your questions and further assist. Thank you again for your valuable feedback!

• Initial Complaint

  Date:01/10/2025

  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.

  Providing false information on their website and immediately switching prices out in the cart.
  
  I built a “custom bundle” the subtotal (pretax) came to $1,698. It specifically said that this was the 78% off price. Once I added the custom bundle to the cart, it doubled the price to subtotal $3,396.
  
  I entered into chat w/ customer service. Sent screenshot of the built bundle (that did not show included products). Chat said that I must have had cheaper products, as in the basic mattress instead of the Premier Hybrid Mattress. I rebuilt the exact same bundle as before sending her screenshot of what’s included and subtotal. Showcasing the Premier Hybrid Mattress specifically, in a 2X quantity. (Two XL twin mattresses to equal a “Split King”), as well as the two adjustable bases, the “Serenity Sleep Bundle” and an extended warranty.
  
  The “team” began reviewing. They told me the price in the photo was not for the quantity I chose… I pointed out how the “what’s included” list included a quantity of “2X” on everything they tried to claim was a 1X qty.
  They blatantly refuse to honor the prices listed on their website and I feel absolutely tricked.
  
  I have ALL the receipts. Screen shots of the promised price with everything included listed as well as the altered cart price AND the entire chat. This company is fraudulent. Attempting to lure us in with good prices and switch out prices once in the cart, hoping you don’t notice the difference.

  

  Business Response

  Date: 01/16/2025

  We apologize for the frustration you experienced when placing an order with us. Our records show that a senior customer advocate has contacted you to assist with processing another order. Please let us know if there is anything else we can do to help!

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased a bed frame and mattress set from this company in August 2024. I phoned the company and complained of back pain and I was planning to return the mattress under a warranty. It was suggested that another option is for the company to provide 2 free toppers to improve comfort for free, so I canceled the return and request the two free toppers to be delivered on December 6th. This is for order numbers ending in -5268 and -5266. The dates for delivery continued to be pushed back. So, when I called 12/27/24 to inquire about the delay, I was told they were behind on orders. So I reminded the rep that the bed is causing back pain, so again I requested to return the mattress and cancelled the free toppers orders. On 12/28/24 I called again to try ordering the two free toppers (by my husband’s request) and was now told I could not re-order the free toppers because I canceled the first order. I got off the phone due to the rudeness of the representative who sounded like she didn’t want to be bothered with the issue. I called the company immediately after, and spoke with a new representative who was much more patient and I informed him of the issue and unprofessional interaction from the previous representative. He apologized and was able to place new orders for the free toppers no problem (orders ending in -5370 and -9408). This order was dated as placed for 1/1/25 and the delivery was set for shipment between 1/6-8. I was suspect about this after the first shipment dates kept getting pushed back, so on 1/8/25…I checked the status and sure enough, the dates are pushed back for estimated shipment for 1/13/2025-1/15/2025. At this point I feel like the company is offering false solutions with ‘free topper’ to wait me out until my warranty expires and it will be too late to return the mattresses. I really just want the toppers delivered in a timely manner before I run out of time to return deadline passes.

  

  Business Response

  Date: 01/15/2025

  We are so sorry that your Nectar mattress isn't as soft as you expected. We take comfort very seriously and want to ensure you get the rest you deserve. One of our senior customer advocates has contacted you to help resolve this. Please respond to them directly to ensure we take care of you quickly!

• Initial Complaint

  Date:01/04/2025

  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 this bed 4/24. Have had issues with the mattress being hard as a rock, not firm. Received a topper to make the bed sleepable. Topped wont stay on. Asked for another option 12/24. Was told I could return the mattress then have a new one shipped once to return was processed or spend another $2k to get a new mattress. Asked to have mattress picked up and returned a week ago. I also asked to have a manager contact me and sent an email. Mattresse has yet to be picked up. Called today 1/25 and was told the agent didn’t process because they were uneasy about it because I’d be without a bed. Then was given the runaround and given no options to get a mattress I could sleep on

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing this to our attention. We’re sorry the Nectar mattress didn’t meet your needs and that the soft topper failed to improve your comfort. We apologize for any miscommunication with your request and for any inconvenience this caused. Your feedback is invaluable, and we’re committed to your satisfaction. According to our records, the return has been completed for the mattress, and your refund has been processed. We appreciate your patience as we worked to resolve your request. 

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you did not make this return easy. I wasn’t able to return the entire set up and am stuck with a base that I don’t need. I feel due to the lack of customer service because I had requested a return and the rep didn’t put it in because he was ‘concerned’ I wouldn’t have a bed is ridiculous. I had to call in yet again to get the return processed. Which took more time out of my day and then being told you won’t take the base back when I was originally told I could return the entire set up. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 01/17/2025

  Thank you for your feedback. We sincerely apologize for the challenges you encountered during your return process. Your time and satisfaction are important to us, and we regret any misunderstanding regarding your request. Our records indicate that a senior customer advocate has attempted to reach you by phone and email to provide further assistance, please reply to them directly at your earliest convenience. We appreciate your patience and cooperation as we work to resolve this as quickly as possible.

• Initial Complaint

  Date:01/01/2025

  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 a mattress from Nectar on December 8, 2024. Unfortunately, an accident occurred that damaged the mattress. I have protection through my credit card company, which requires a repair estimate form from the manufacturer to process my claim. Despite multiple attempts to resolve this matter with Nectar, they have failed to provide the necessary documentation or any form of assistance that would allow me to proceed with my claim.
  
  I have been subjected to repeated back-and-forth communication with Nectar’s customer service team, but none of their responses have been helpful or adequate. This delay and lack of resolution have caused significant frustration and left me without recourse to address the issue.
  
  I expected a higher level of service from Nectar and am disappointed by their inability to provide even the basic support required in this situation. I am seeking your assistance to address this issue and urge Nectar to take immediate action to provide the required repair estimate form or equivalent documentation.
  
  Thank you for your time and attention to this matter. I look forward to hearing from you regarding any next steps.

  

  Business Response

  Date: 01/09/2025

  We are so sorry to hear you're having issues with your mattress. This is never the experience we want for any of our customers. We take our warranty very seriously and one fo our senior customer advocates has reached out to you directly to help get this resolved for you. Please respond to them directly so we can ensure you're taken care of!

• Initial Complaint

  Date:12/30/2024

  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.

  Purchased a mattress bundle in May. It was delivered with a bent bed frame which they quickly replaced and were great about. However after getting the replacement bed frame and finally able to try out the mattress it wasn’t a perfect fit. I called and spoke to someone who was kind and offered to try a mattress cover. I did and wasn’t able to feel a good fit. I called again (as told to-and backed by the mir 365 day trial) and then was told a company (sharetown) would take care of the return and full refund, great. But Sharetown only came once unscheduled/many hours before our confirmed time. Then didnt schedule anything, and didn’t respond at all to my last inquiry. I haven’t heard anything since September. I just want the return processed so I can order something else.
  
  The company has always been receptive and kind but the return company feels like a scam. ???

  

  Business Response

  Date: 01/07/2025

  We are so sorry that your Nectar mattress didn't work out as you hoped it would. We try to make our returns as straightforward as possible and hate that the process caused you frustration. One of our senior customer advocates is working with you to complete your return. Please let us know if there is anything else we can do to help!

  Customer Answer

  Date: 01/11/2025

  
  
  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:12/30/2024

  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.

  Purchased mattress/adjustable base bundle 21NOV2024; installed in newly renovated guest room 21DEC2024. Discovered that I could not connect Headboard to Base - instruction manual said I needed to purchase separately available headboard brackets. Not an issue; don't mind buying them separately, however, after MULTIPLE calls to Nectar Sleep (who, apparently, has service based in the PHILIPPINES) I am unable to get the brackets - they are claiming they don't sell them even though their manual specifically says they are available. Not only that, the phone number on their instruction manual is INVALID and despite numerous calls to their service department, I was unable to make any headway in obtaining the brackets.

  

  Business Response

  Date: 01/04/2025

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused while attempting to obtain the headboard brackets for your adjustable base. Our records indicate that an order for these parts has been processed and will ship as soon as they are available. Your feedback is invaluable, and we greatly appreciate your patience as we work to resolve this promptly. One of our specialists has reached out to assist you, please don’t hesitate to reply directly to them with any additional questions or concerns.

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wish to reopen this complaint – They finally finished my guest bedroom remodel and I tried to install the brackets they sent today – THEY DO NOT FREAKIN’ FIT OR EVEN LOOK LIKE THE BRACKETS IN THEIR INSTALLTION MANUAL. NO THEY HAVE NOT MADE GOOD ON THIS. 
  
  
  
  Sincerely,
  
  
  
  ***** ************

  

  Business Response

  Date: 01/25/2025

  We sincerely apologize for the frustration and disappointment you've experienced with the brackets. We understand how important it is for the parts to align with your expectations and the installation manual, and we regret any inconvenience this has caused. A senior customer advocate has reached out to you to establish a direct line of communication. Thank you for your valuable feedback and patience while we work toward a resolution. 

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This company has the WORST customer service ever. The telephone number on their instruction manual doesn't even go to their customer service - it goes to someone totally unrelated to them (who was actually kind enough to try to locate the correct phone number for me). Their instruction manual SPECIFICALLY has instructions for installing the Headboard brackets which supposedly can be purchased separately. I have tried FOUR (4) sets of brackets, two of which were sent to me by the company, one of which they recommended I purchase from ******, and one that was provided by their partner Hislop, and NONE of them fit this adjustable base. Their customer service is located in The Philippines and they do not understand the English language and are EXTREMELY DIFFICULT to deal with. They told me that A) the base I had wasn't one they sold (WRONG-I have the receipt) and B) adding the headboard brackets installation of which IS IN THEIR INSTRUCTION MANUAL would void the warranty on the base. They have LIED repeatedly to me and have been as UNHELPFUL as possible. I am returning the bed for a refund but I don't expect that process to be any less painful. This company should have an F rating with the BBB. They are absolutely AWFUL.
  
  Sincerely,
  
  
  
  ***** ************

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This company has the WORST customer service ever. The telephone number on their instruction manual doesn't even go to their customer service - it goes to someone totally unrelated to them (who was actually kind enough to try to locate the correct phone number for me). Their instruction manual SPECIFICALLY has instructions for installing the Headboard brackets which supposedly can be purchased separately. I have tried FOUR (4) sets of brackets, two of which were sent to me by the company, one of which they recommended I purchase from ******, and one that was provided by their partner Hislop, and NONE of them fit this adjustable base. Their customer service is located in The Philippines and they do not understand the English language and are EXTREMELY DIFFICULT to deal with. They told me that A) the base I had wasn't one they sold (WRONG-I have the receipt) and B) adding the headboard brackets installation of which IS IN THEIR INSTRUCTION MANUAL would void the warranty on the base. They have LIED repeatedly to me and have been as UNHELPFUL as possible. I am returning the bed for a refund but I don't expect that process to be any less painful. This company should have an F rating with the BBB. They are absolutely AWFUL.
  

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

  

  Business Response

  Date: 01/29/2025

  Thank you for bringing this to our attention. We sincerely apologize that the brackets did not fit as expected. While our product manuals aim to provide guidance, compatibility can sometimes vary based on model versions. We understand how this has led to inconvenience and apologize for the conflicting information you received. Our customer support staff is trained and skilled to handle all inquiries, and we regret to hear that the service provided did not meet your expectations. Your feedback is valuable, and please know that this is not the kind of experience we want our customers to have. Our records indicate that the return process was completed and a refund has been processed. Thank you for your patience and accommodation while we worked to complete your request. 
  

  Customer Answer

  Date: 01/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  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:12/18/2024

  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 a mattress with ***** and opened it in October 13 2024 i am very dissatisfied with product they offered for a claim for defective i told them it's not defective i could not sleep on it complaint was filed before the expiring date i also had an online chat that they erased by representative **** no copy was provided to me earlier today around 10:15pm dec 18 2024

  

  Business Response

  Date: 12/27/2024

  We're sorry to hear that you haven't been satisfied with your mattress and we sincerely apologize for any frustration you've experienced with our return process. Our goal is to always provide our customers with a hassle-free experience and we hate to hear this hasn't been the case for you. A senior customer advocate has been in touch to assist you until this matter has been resolved. Thank you for your continued patience as we work towards a resolution together.