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:04/11/2023

  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 ordered a bed from Night air on 3/24/23 for $2699.00. I was sent a confirmation of purchase saying I would receive another email when my order was ready. I have contacted them via email at [email protected] and left messages at 800-289-2693 with no response. I would still like to get the bed I ordered, but at this point I probably have to pursue a refund.

  

  Business Response

  Date: 05/15/2023

  Hello - We apologize for the inconvenience this caused **** ********.  Unfortunately, we were out of stock of the item she ordered and she should have been notified immediately.  Her order has been canceled and she has been refunded the full amount.  Thank you.   

• Initial Complaint

  Date:03/17/2023

  Type:Delivery 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.

  We purchased a softsided waterbed with a lifetime warranty on the bladder from **** Speciality Sleep, ********************************************, phone #************. I know they are listed as **** Sleep on the BBB than what is on our purchase agreement but it has the same address and phone number. I called February 24th and left a message, no one responded. I called March 4th and someone answered. I told him our mattress was leaking. I gave him my order number, which he was able to look up, showing lifetime warranty purchased and he said he would get a replacement sent out tomorrow and we should get it in 5 to 7 days. I was amazed at how easy and fast it was to get a replacement bladder. I called March 9th to see if there was a tracking number and had to leave a message, no response from ****. I called March 14th because our mattress has not been delivered, left message, again no response. I've called multiple times today. Their message says "for immediate assistance, dial 0 or stay on the line", no one has picked up and I've tried dialing 0 and staying on the line and still end up being told to leave a message. We are sleeping in our daughter's bed and it is killing my back. I want to know if they are actually sending a replacement or if they're not.

  

  Business Response

  Date: 04/04/2023

  A replacement mattress was sent out for this customer and it is set to deliver on 04/05/23.  The customer has been notified with tracking and the ETA.  We did not receive a response back from the customer to confirm they received the information.  The customer has a direct email and phone number for any future assistance they may need.  Thank you.

  Customer Answer

  Date: 04/05/2023

  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,
  
  ***************************************

• Initial Complaint

  Date:02/03/2023

  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 12/13/22 I paid $158.00 for two twin xl mattress toppers. After setting up one we decided to return them both because it wouldn’t hold air for months as advertised and instead would continuously deflate making it necessary to re-inflate daily. I’ve tried contacting Top Aire to start the return process but all email and chat messages have been ignored.

  

  Business Response

  Date: 02/06/2023

  ***** *******

  We responded to your email request for a return on 01/09/2023.  We received an email back stating the email was rejected after several attempts.  We are more than happy to assist you with a return and refund.  If you would please call us directly at ************, or email me at ************************* we can assist you.

   

  Thank you.

  TopAire

• Initial Complaint

  Date:09/23/2022

  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.

  Night air will not answer my customer service request to fix my air loss problem. Called and emailed several times with no response.
  1 side of my mattrass keeps losing air. Terrible customer service

  

  Business Response

  Date: 09/23/2022

  We communicated with **** several times and provided him 2 sets of spare parts to fix his issue.  We also spoke to him today on the phone, prior to receiving his message and offered him another solution, which he took us up on.  We consider this matter resolved.  Thank you.  Night Air

   

• Initial Complaint

  Date:08/24/2022

  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.

  Purchased an inflatable air mattress. One side is leaking after 2 days. The warranty should cover a replacement. I have emailed twice and no response. I have called many times. Twice i was told a new was shipping but it never came. Most of the other phone calls i make no one ever answers the phone. This is an identical problem to a complaint i read that someone filed in May. This appears to be a very poor company when it comes to honoring the warranty. Original order number ***. Ordered online from *********** which appears to be something related to Boyd Night Air. When you call the number from the website the voice message says Boyd Night Air.

  

  Business Response

  Date: 08/25/2022

  Hello *****,

  Please check your spam email as we responded to your email and request.  You may have missed our response.  

  Thank you.

• Initial Complaint

  Date:08/04/2022

  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.

  I purchased a **** mattress in 2020 during covid. I have fibromyalgia and spinal stenosis.. The only mattress that I had ever been able to sleep on without pain, previously, was a **** mattress. So I tried to buy another one like my previous 1. However when I got it it did not come up to the 14" it was supposed to be, the corners are pinched and the bed is so hard that it makes me miserable to sleep on. I contacted **** and they asked for pictures . When I took the pictures I had lost the email the man had given me so I tried to call him again. This began a 2 year process of calling them over and over and over and over again leaving them several messages writing several messages and getting no response. So I'm stuck with this bed that is supposed to be 14" high, it's only 9" with pinched corners and a bed so hard that it causes me extreme pain to sleep on. And **** won't even respond to me. It exacerbates my fibromyalgis pain and my back is now painful all the time. I've told them this several times in messages and still gotten no response.

  

  Business Response

  Date: 08/04/2022

  Hello Jen,

  I am sorry to hear about the experience you are having with your mattress.  We would certainly like to address that with you.  I checked our email across the entire company and I cannot locate an email coming to anyone at **** Sleep from the email address provided in this claim. I also checked our system for any orders shipping to a *****************.  I did locate some orders under that name, but none of them appear to be for a 14" mattress.  Can you please do me a favor and email **************************************** and I will assist you with this matter.  I will just need any information you have about when it was purchased and where it was purchased from, as I do not show your order in our system.  It could be it was bought from a 3rd party.  Once I have more information, we can move forward.  You can also call my direct line at ************, or *********************  I look forward to hearing from you.

  Thanks - ************

  Customer Answer

  Date: 08/04/2022

  I apologized. I just looked it up in my email at the receipt and it was a 12" mattress. I have gone directly to the website and typed up my complaint several several times and sent it in and I've gotten no response except for a ***** responded to me one time but then he wouldn't respond again

  

  Business Response

  Date: 08/05/2022

  Hello,

  My apologies that ***** did not respond to you.  ***** is no longer with our company and he has not been with our company for a little over a year.  Can you please reach out to me via email at **************************************** , or via phone at ************ and I will assist you with this matter.

  Thank you.

  ************

  Customer Answer

  Date: 08/16/2022

  Hello.   The company did reach out to me with a resolution. I was intending to wait until they had fulfilled it before stating I was satisfied. They said they were going to mail me a new mattress but he has not been responding to me for a little bit now. I have not heard anything 4 probably a week and I requested instead a tracking number or shipping date. I've heard nothing

  

  Business Response

  Date: 08/16/2022

  Hello ******** - please allow some time to process your warranty claim and get your new mattress shipped out to you.  It has not been a full week since the last time we communicated.  We are going above and beyond with honoring your request with a mattress replacement that is above the category of mattress initially purchased.  We appreciate your patience and we will send you tracking in shortly.  Thank you.

  Customer Answer

  Date: 08/18/2022

  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,
  
  *****************