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Business Profile

Bedding

John Matouk & Co

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bedding.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Hello, I am emailing to report an issue with Matouk. I returned my order R581444958 and am supposed to receive a refund for my order, but I still have not received my refund.. I am emailing so that the return can be processed

    Business Response

    Date: 10/07/2024

    The customer processed a return for her ************************** order ********** using our self service returns portal. The return label was ***** tracking number ************ which was shipped on 10/2 and delivered to our ********** facility on 10/4. Refunds are processed within 5 business days of receiving the items, as they need to be counted and confirmed by our finance team. The customer reached out via phone, chat and email on 10/4 and was told by multiple associates that the refund would be processed within 5 business days. This morning, once again we provided confirmation that the refund was being processed this week no later than Thursday 10/10 by 5pm. All of the staff members that the customer have spoken to have requested a rush refund so we do expect to have this completed and processed sooner than Thursday. To be fully transparent with our returns process we do include language on our returns FAQ section to notify how long the returns process takes between the package being received and the refund being processed. ********************************************************************** Should you like any additional screenshots regarding correspondence, please let me know and I will be happy to provide them.

    Customer Answer

    Date: 10/07/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Thank you, I have mention before to disregard the expedition, it is mentioned in the chat.. thank u very much :)

    Regards,

    ****** ***** Sahinn N

  • Initial Complaint

    Date:11/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a number of linen products from Matouk on October 1st, including an M074 Ceylon Satin Stitch Full/Queen Duvet Cover for $270.72. Within a couple of weeks, one of the ties on the duvet cover ripped off, leaving a hole in the cover. I drove to Matouk's store (an hour drive from our apartment) on November 5th and asked if they could replace the cover due to the damage. They said they could re-stitch the cover, but they could not replace the cover because it was part of "normal wear and tear." I found this unlikely since the cover started breaking down within weeks of purchase. Moreover, a repaired cover would take several days and would not return the cover in the new condition we had expected from the original purchase. Everyone at the factory was polite, but we would like to receive a replacement duvet for the damaged duvet cover.

    Customer Answer

    Date: 11/29/2022

    I have not heard from the business in response to my complaint and I had already reached out to them previously on their contact us page on their website with no response as well. 

    Business Response

    Date: 12/29/2022

    **** my name is *********************** and I'm calling in response to case number ********, This is regarding the duvet cover that was faulty when our team offer to repair as a standard we do have a right to repair first and then replace that the item is an error or if it doesn't meet satisfaction with our our warranty period. I'm in this case and naturally wanted to satisfy our customer. So we did move forward with the replacement order. I did reach out to our customer Mr. ******************* and we submitted a new place an order and it is shipping out. So on our end this case is been resolved and closed.

John Matouk & Co is NOT a BBB Accredited Business.

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