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:04/02/2025

  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.

  I ordered ViscoSoft 4" Matress Topper with Cover March 23rd, 2025. Received March ******* at 3:08 pm. Opened around 3:30 before calling ViscoSoft at 3:48 spoke to "*********" immediately of my concerns ************. The Topper has mass areas of yellowing throughout edging and most importantly wide depth yellowing on ends (head/foot) all across. ********* in sales stared to send pictures abd someone would be in touch ***** hrs. March 28th ***** send a quick question "if the packaging was damaged " March 28th I immediately replied "there was no visible damage. March 31, ***** state the yellowing is from "machines or the packaging process" and gave me steps to wash it off!? I kindly and frustrately responded how unacceptable this is besides the fact it's not my responsibility or how would she know I'm in a position to do this. Many levels this response is concerning. In addition I stated the emails are not addressing the problem or concerns, the emails appear to be written in AI blanket scripted responses and not helpful. Also, email on the Amazon platform from ViscoSoft are contradicting, then those from personal inquiries re the issues. Secondly we received the "shorter" height topper 2" paid for the 4" 4 " Topper (3" topper +cover 1.5 = 4" ) Their 3" topper (2" topper +1.5 cover 3") Their pictures descriptions are also off by the math making each 4.5 or 3.5 . As of March 31, ive attempted to call the company multiple times to no success. Their system states due to high call volume they will call you back- or press * to remain on hold- which hangs up the call! I've attached many pictures of the yellowing and measurments to the company via email and thru ******. As of to date the company has not respond further and still remains impossible to reach, unless you try Sales- reach in that case only reverts you to someone will be in touch. Nevertheless, yellowing and incorrect size for this pr

  

  Business Response

  Date: 04/04/2025

  We understand your concern about the yellowing of your memory foam topper, and were happy to provide some insight.Yellowing is a completely normal and natural occurrence in memory foam. It happens due to oxidation, which is a harmless reaction when the foam is exposed to air and light. This does not affect the performance, comfort, or durability of your topper in any way. However, a full refund has been issued as requested and the topper can be discarded. Unfortunately, the contact in multiple different ways (email, amazon chat and phone) caused this case to be marked as resolved, which is why the lack of support was provided. 

  Kind Regards,

  Viscosoft Team

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/27/2025

  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.

  Shortly after I ordered a mattress topper from this company on ******, I realized I had ordered the wrong size. I checked the status of the order and it hadnt been shipped yet, so I requested a cancellation so I could get the correct size. Time went by and my cancellation was not honored - they shipped the product anyway, therefore, my only option was to request a refund while awaiting for this package to arrive to me. This required me to inconveniently wait for the package to arrive, find a place to print the label, then carry this large, heavy box to *** to ship the item. In the meantime I did contact someone from viscosoft who said to just return item when I receive the package and I can just order again, however, it is taking so long for them to refund my money I cant actually order the product again yet as Im still waiting for my refund. Most companies refund the money once its returned to the post office but I guess this company is different. I have checked the status of the return and it is showing that they have received the package I sent back. I would like my money refunded as quickly as they decided to ship out without honoring my cancellation. I am starting to feel scammed. I have put in a dispute with my bank and waiting for a resolution.

  

  Business Response

  Date: 03/03/2025

  Thank you for reaching out. We do apologize for the inconvenience this has caused. When orders are placed they are immediately sent to the warehouse for processing so that the items can be delivered in our promised time frame. Unfortunately, this means that we cannot always cancel orders if they have passed a certain fulfillment stage. Since the product was ordered through ********** instead of our site, they are the ones that process the refund. However, if you can provide us with your Amazon order number we can look into the refund and see if we can assist with pushing it along. 

  Kind Regards, 

  Viscosoft Team

• Initial Complaint

  Date:02/14/2025

  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 have been trying to procure a refund for 6 months. They do not disclose their strange return policy that is very cumbersome and inconvenient. The pad is very heavy and hard to wield and hardly anyone excepts donations for mattress pads. I offered to ship it back to them in August and they still wouldn't refund my credit card or work with me to pick up the mattress pad. I just want a refund. I think for all of the trouble and inconvenience they should make it right with me and and issue the refund despite being past the 90 days. Their return policy is not on their website and I would never have ordered it if I would have known. If for any reason you are unsatisfied, you can return your mattress topper, sheets, protector, pillows, comforters, or blankets for a full refund up to 90 days after purchase. Mattresses are eligible for a full refund up to 120 days after purchase. To start the return process please enter your name, order ************** address below.I am still waiting for my refund FROM JULY. Order No.:94446 The mattress topper has been donated and it took me 6 months to find a charity who would take it. I cannot underscore my utter disgust and disappointment in your poor product performance, customer service and return process. Your company should be transparent about your return process; it is inconvenient and burdensome. I would have NEVER ordered from your company had I known that I would still be dealing with a heavy mattress topper 6 months later.Please refund my credit card immediately. Thank you,*******

  

  Business Response

  Date: 02/14/2025

  We sincerely apologize for the frustration youve experienced. Our goal is always to provide a smooth and transparent return process, and we regret that this was not your experience.

  We did provide alternative return options and did not receive further contact or a request for additional assistance, so we believed you had decided to keep the item. We understand that finding a donation center may have taken time, and we truly appreciate your efforts in doing so.

  While your order is beyond the 90-day return window, we want to work toward a resolution. Please reach out to us directly so we can assist you further.

  Best,

  Viscosoft Team