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: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.

  
  
  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. 

  

  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!

• 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.

  
  
  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: 01/04/2025

  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.

  

  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.

• Initial Complaint

  Date:12/13/2024

  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.

  On Nov 28th 2024 we order a mattress, frame and sheets. The Frame and Sheets came right on time and the matress didn't. Called the company and they said it was a ***** issue. They were going to create another shipment. Said we would get an email when shipped. Called back a few days later again. Same comment. I asked to speak directly to someone at nectar or supervisor they said I can't. They offered $50 credit and they would create a new shipment. Chatted back a couple more times because we still have not received an email that it was shipping. Still the same issue they are blaming *****. I don't believe that. It is now 12/12/24 with no shipping confirmation from them and no one I can talk to to verify the order and shipping.

  

  Business Response

  Date: 12/18/2024

  We apologize for the unexpected delay you've experienced with your Nectar mattress. This is not at all the kind of experience we aim to provide our customers. According to our records, your order was delivered successfully. A Senior Customer Advocate has reached out to you to establish a direct line of communication and to assist further with any questions or concerns you may have.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  
  
  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. 

  keeps my husband awake. With all of this, I have since started to sleep on my couch and on my previous mattress that I had put in my guest room. this quality of product is not what was advertised and shows poor workmanship. This does not work after maybe two or 2 1/2 months of actual use. We had a technician come out and he was testing the beds and said yes it is the motor and has gone out and he is surprised that this company did not send a replacement before hand and who knows when it will actually arrive. We’re not pleased and all we are asking is to please take back the extra firm mattresses and this bedframe. Take back everything on this order and I will freshly wash the sheets if needed. We are not satisfied with this purchase whatsoever. I do not want the go around on the 60 night trial for a bed frame or 365 night mattress with warranties on both. This is absolutely ridiculous and we as customers are not satisfied with this purchase.

  

  Business Response

  Date: 12/20/2024

  We sincerely apologize that you've received items that don't live up to our quality standards and, while we understand that comfort can be subjective from person to person, we're sorry to hear that your mattress hasn't been a great fit for you. A senior customer advocate has reached out to assist you with your return request; please respond directly to the email that's been sent so that we can ensure this is resolved. Thank you for your continued patience as we work towards a solution together.

• Initial Complaint

  Date:12/02/2024

  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.

  Order NO.: N-1*******
  Order Date.: 06 Nov, 2024
  
  Order: Nectar Premier Hybrid Mattress - DEFECTIVE PRODUCT - Premature Dipping and Sagging in less then 30days of delivery. Defect or POOR QUALITY!
  
  Delivery Address:
  ****** ** Delivery Method:
  Standard
  Order Total
  Delivery:
  FREE
  Taxes:
  $90.93
  Order Total:
  $1,389.93

  

  Business Response

  Date: 12/03/2024

  We are very sorry to hear that the Nectar Premier Hybrid mattress didn't meet your expectations. Your satisfaction is important to us, and this is not the experience we aim to provide. We stand by the quality of our products and are committed to addressing any concerns promptly. Our records indicate that a senior customer advocate has reached out to help resolve your concerns. If you have any questions, please reply directly to them so we can provide further assistance.

• Initial Complaint

  Date:12/02/2024

  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 order the split king mattress and adjustable base premium on November19 online. We got the Oder petty quickly we got it on Saturday November 23.. but there was only one twin xl base.. when we order it told us with a slit king it had two xl twin mattress but when I picked the base it showed me a king base nothing on there ever said I need to order two.. I called and was told I could buy another one at full price.. I asked to speak to a supervisor and the customer service guy told me they don’t work weekends.. then I hung up with him and had to call back they nice guy told me he was very sorry and he would have one over night to us.. so Sunday came and went .. and nothing Monday I got notified from my cc company that nectar was trying to take money out.. so I called back and said I was not paying for it this was not my fault.. again I was told a supervisor was going to call me In 24 hours we’ll let’s just say no one ever called I call on Tuesday and again today.. and I was told the same thing.. my husband had just had back surgery and I need the bed so he could sit up.. I a very very sad by the customer service from this company… very rude and it’s a multi million dollar company I really doubt it would have hurt them to send me another base… very very bad customer service.. now I have a return and I am hoping it will happen… or they can send me a base and it will all be good.. thank you

  

  Business Response

  Date: 12/07/2024

  We apologize for any frustration this issue has caused you. A senior customer advocate has been in touch to confirm that a single bed frame was purchased with the original order and to help provide a resolution. Thank you for your patience and for bringing this matter to our attention. If you have any further questions, please respond directly to the email that was sent.

• Initial Complaint

  Date:11/13/2024

  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 ordered two mattress and two sleep bundles for a total of $2k+. Our order was placed on hold until we moved into a new place, I told the company the place was vacant until then. I called on Thursday the 7th, I was told by the representative our packages would arrive the 14th. It arrived the 9th at 3pm when the house was vacant. When we arrived on the 9th at 6pm, the package was not there. There was no signature request even though we asked for it. They dropped off the package at a vacant home with no signature. I called the company and asked where the package was and why it was dropped off with no signature, all they kept repeating was sorry for the “inconvenience” and there was proof of delivery and to offer a $50 “appeasement.” They would not answer why there was no signature request and would not answer why it was delivered early to a vacant home, when I called beforehand on Thursday to share the home would be vacant- to avoid this happening. I asked to speak with a manager and was told a manager was unavailable and would not tell me anything different. I asked to speak to a manager again and they shared a manager would call me Monday morning at 8 am CST or 4-6pm. No one called me or left a message, I waited for the call. I received an email from someone in transit that said there was proof of delivery and that was it. I responded to the email and asked why it was delivered to a vacant house without a signature. I have not heard back. The company is not responding to me and no manager has reached out to me.

  

  Business Response

  Date: 11/22/2024

  Thank you for sharing your feedback with us. We sincerely apologize for the frustration and inconvenience caused by your recent delivery experience. While we strive to provide accurate shipping timeframes, it’s clear that the early delivery in your case caused unexpected challenges. In general, our deliveries via FedEx generally do not require a signature. However, we do offer a white glove delivery service with additional options at checkout for customers needing alternative arrangements. Our customer support staff are trained and skilled to handle all inquiries, and we regret to hear that the service provided did not meet your expectations. A senior customer advocate has reached out to you to establish a direct line of communication for any additional questions or concerns you may have. Thank you for your patience while we work to resolve this for you as quickly as possible. 
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  On 11/19/2023 I purchased a Copper Nectar mattress from an authorized Nectar dealer. Their website states ALL mattress are covered by 365 day trail. The mattress is not working for my husband and I. Our back issues are getting worse and we have decided this mattress is not compatible with us. The retailer we bought from no longer carries and told me to contact Nectar. Nectar said they will not honor trial because retailer no longer carries their product.
  I would like Nectar to stand behind their advertised trial and provide a refund and stop providing excuses.

  

  Business Response

  Date: 11/16/2024

  Thank you for reaching out and bringing this matter to our attention. We’re sorry to hear that the Nectar Premier Copper mattress hasn’t been a good fit for you and regret any discomfort this has caused. This is not the experience we want for our customers. For purchases made through retail stores, refund requests must be processed directly with the retailer. We understand how this process can be frustrating and apologize for any inconvenience. We stand by our 365-night trial guarantee for mattresses purchased from our website. And please be assured that we will honor our forever warranty for any valid warranty claim for defects in workmanship with a replacement mattress; this includes purchases made through an authorized Nectar retailer. We appreciate your valuable feedback. A senior customer advocate has reached out to establish a direct line of communication and assist with any additional questions you may have.

• Initial Complaint

  Date:11/13/2024

  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.

  11/3/24 I contacted customer service with an email regarding our mattress breaking down. I received a response from ******* requesting pictures and I took multiple pictures and submitted them. I needed clear pictures of the tags the mattress without any stains and showing it is on a supportive frame. All pictures submitted and no one responded the email was received and ignored. I resent the email and received another excuse for more pictures. The bed comes with a warranty I don’t have stains I am not overweight nor my husband it is completely failing in under 6 months I don’t want it. They make you spend so much time with excuses it took 4 phonecalls and 3 emails to get my old mattress removed when it was supposed to be arranged with the delivery of the new one. Horrible customer service I am not happy with spending over 1k on a crappy mattress that won’t last a year. 

  

  Business Response

  Date: 11/21/2024

  We are very sorry to hear that the Nectar mattress didn't meet your expectations and the frustration you experienced during the warranty process. A Senior Customer Advocate has been in contact with you to assist. If you have any other questions or concerns please feel free to reach out to us. We appreciate your patience and thank you again for your feedback.