Complaints

This profile includes complaints for Personal Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Personal Comfort

  204 W 2nd St Ellis, KS 67637-2026

• 

  Personal Comfort

  1679 S. DuPont Highway, Suite 100 Dover, DE 19901

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: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.

  I spoke with a representative over the phone and made a purchase for a bed. I was advised it is 10% refundable if I was not happy with it after the trial period. I have been in communication with this company for more than 3 months trying to get the mattress returned. They have been giving me the run around & telling me the rep I originally dealt with is no longer with the ************* their refusing to refund my full amount of the purchase! I don't think it's right at all that they are only refunding me a quarter of the total price. Not a professional company whatsoever

  Business Response

  Date: 10/25/2022

  Response files attached.
  See Attachment/File: Noam_response

• 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.

  I am attaching a detailed report and I have phone logs to show 100s of phone calls to try and reach the manager/resolve our problem. We have a Split King adjustable bed, and what we now know is that, because of their construction and lack of magnets - unlike their competitor - the mattress slides off the base if you adjust it. We have gone around and around with their "no service" customer service manager. He agreed by email to take everything back this spring, and then he turned around a week later and emailed that they had changed their minds. No reason, nothing!?! We have tried many times to escalate it and we can't get through to an owner. We disputed the charge with ********* and were turned down saying it was a quality issue and to go back to the merchant - who has been horrible, disreputable, and unwilling to do anything. Their response to the dispute was to very politely say they were "eager to work it out". Their solution for us has been to offer a $200 gift card on a purchase over $6,000. We tried for much longer than we should have to work it out and are now faced with moving ahead with a lawyer. We would like your assistance. We know of many others who have received your assistance with this company.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/08/26) */
  **************
  Personal Comfort
  PO#********
  Purchase Date: 07/24/2020
  This customer is well outside of the Personal Comfort 120-night trial which the customer agreed to per the terms and conditions of the sale and as such the merchandise is not subject to a return or refund. Last customer contact was on 6/16/2022. Several Personal Comfort customer service agents have worked with customer directly including myself. Each time an issue is resolved, or a solution is offered the customer finds another issue that requires our attention. We have sent technicians to assess the situation, and nothing has been found. There was an issue during the installation where the corner retainer bars were not installed correctly but this has been resolved. Personal Comfort has also offered to replace in it entirety the side of the mattress they continue to have issues with however the customer refused. We are eager to address the issues the customer is having and will continue to work with them to resolve. If they have any questions or continue to have comfort issues they can call and speak to a sleep specialist at 877-776-0431.
  Sincerely
  Lonny M*****
  Personal Comfort
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have NOT solved the problem. In fact they denied there being a problem for a long time, then admitted there was. The first "technician" sent came and agreed with us. He saw the problem and reported back. The next "technician" had no idea why he was there. They record calls for training and the calls can be listened to. There were many of them, as our phone logs show, and they tell the story. Please request them. Personal Comfort pushed us off and kept requesting pictures that we sent and then re-sent. They had us try this, they had us try that, always coming back to not solving the problem and telling us we were on our own. They say that they agreed to replace the side we had trouble with and we said no. That is not true. I sent you the original statement that includes emails from them: one says they will replace everything and the next one, a week later, says that they changed their minds. Take a look at what we sent you. They are horrible and lying and we are stuck with this bed that was over $6,000. They even suggested that they would be happy to give us a $200 gift card. ????? At every turn they have made it seem like it was all us as they are doing now, that we are the only ones to have ever had this problem. We have since come to learn that their competitor has a magnet system that holds the mattress in place BECAUSE of this very problem. With a split king, the mattress moves off the base when the bed is raised and lowered. It "travels" because there is nothing to keep it from doing so. The whole point of this bed is for it to raise and lower, and what kind of quality and support is there if the mattress worn't stay on the base. We have seen other complaints and know we are not alone in our issue and how they are treating us. Their response to our complaint here is untrue. We would be happy to speak with someone. Please read what we sent and let us know if you need more proof or would be willing to speak with us. This nightmare has gone on for far too long. We stupidly thought that they would do the right thing. Unfortunately they have proven bad business and no integrity.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  Again, as mentioned this customer is well outside of the Personal Comfort 120-night trial which the customer agreed to per the terms and conditions of the sale and as such the merchandise is not subject to a return or refund. As also stated in the terms and conditions of the sale the adjustable base was as agreed to by the customer always a final sale item and was not at any time subject to return. The assertion that there is an inherent flaw in the sleep system is not borne out by years of data and a lack of similar complaints. That is not to say this customer is not having an issue or that we have not done our due diligence attempting to resolve it. We offered to replace the mattress in question this offer was refused by the customer and not rescinded by Personal Comfort. We are as previously stated eager to address the issues the customer is having and will continue to work with them to resolve. If they have any questions or continue to have comfort issues they can call and speak to a sleep specialist at 877-776-0431.
  Sincerely
  Lonny M*****
  Personal Comfort

• Initial Complaint

  Date:08/03/2022

  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.

  On 11/21/16, I purchased a Personal Comfort King Size, Split, Single Sleeper (Sku #**************** Order #********). The purchase price was $1,149.99 with shipping. Personal Comfort states that "(t)his mattress also comes with a 25-year limited warranty."
  
  Several months ago, one of the air chambers began to loose air. I performed the trouble shooting steps provided on Personal Comfort's website to help identify whether the leak was caused by a defective air chamber or air control unit. After performing the tests, the leak stayed on the same side of the mattress. Next, as instructed, I called 800-694-4088, ext. 2.
  
  Since May, I have spoken to customer service representatives at Personal Comfort on at least four separate occasions. Each time, I was directed to Personal Comfort's warranty agent*****************************************************************
  
  I have left several voice messages with ************************************. to no avail. No one at ************************************. has ever returned any of my calls. I have reported this to Personal Comfort to no avail.
  
  Consequently, I am left to conclude that Personal Comfort's 25-year limited warranty is misleading and/or demonstrably false.
  
  Any help that you can render in resolving my complaint will be appreciated.
  
  Thank you,
  *************************************************************************************
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/10) */
  I have reviewed the history on this issue and found that the customer was contacted for support on 8/1/22 and that the part needed to correct the issue he was having was purchased and did ship on 8/4/22. The delayed customer communication has been addressed internally and will not be an issue going forward. I have also attached a copy of the warranty showing what is covered and at wha stage of ownership the coverage occurs. The information can also be viewed online at:
  https://www.personalcomfortbed.com/25-year-limited-warranty
  If there any questions I can be reached at 877-776-0431 ext. 1021.
  
  
  Thank you
  Lonny M*****
  Personal Comfort