Complaints

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

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  Turmerry.com

  1873 Scott Futrell Dr Charlotte, NC 28208-2702

• 

  Turmerry.com

  3300 Woodpark Blvd Ste L Charlotte, NC 28206-4209

• 

  Turmerry.com

  10308 Scotch Pine Cir Charlotte, NC 28262-2421

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:04/19/2024

  Type:Customer Service 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.

  Tried to contact company by phone, as this is a hi-dollar purchase, and I wanted serious answers to serious questions in person, and not from a chat bot. Each and every time I was greeted by "Leave a message", from each extension. I left numerous messages, and when they did finally call back, each time I would answer, no one was there, and the phone would just click. My phone works---I had it checked, and it's fine on my end. After a week of these shenanigans, I wondered if I really want to do business with them: if I run into problems with their product, how would I even get a hold of them, if I can't get a real person on the other end, do I just leave a message? I don't think so. Then I thought I'd check out BBB complaints on Turmerry, and lo and behold, they have a C+ rating. And most of the complaints relate to poor communications and customer support. Why should I spend several thousand dollars with people like this, when ******** has a better product, a BBB rating of A+, and the first and second times I called, I immediately got answers from actual family members who owned the company. Sure, they're more expensive, but Talalay latex is more durable than Dunlop, and, in talking with them, I feel they will bend over backwords to make me happy, unlike Turmerry. Turmerry needs to clean up their act if they really want to be in business, or else close the doors. So far, I would give them a "D". Not at all impressed. Fair warning to mattress buyers out there...........

  Business Response

  Date: 04/23/2024

  We apologize if we had any communication problems with our phone support. We are always striving to give the customer a better experience

  Customer Answer

  Date: 04/23/2024

   
  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:03/14/2024

  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 purchased a mattress and dual adjustable base at the end of February of 2023. Now in March of 2024 the head/upper portion of the base is stuck in the upright position. There is no online help. I reached out to Turmerry and spoke with a representative in another country. I explained I cannot sleep in the bed when stuck in the upright position. I also explained I had searched online i.e. there website, *************** etc for potential fixes for Turmerry bases or other adjustable bases. Nothing worked. The representative was rude. I sent 3 emails explaining I needed a solution. The representative said she had to speak with her supervisor. 5 hours later, 3 emails and 2 unsuccessful phone calls I received no response or help with their faulty product. I will ask for a new base or refund if no one gets back to me.

  Business Response

  Date: 03/18/2024

  The adjustable base brand is Ergomotion and we are in touch with them to get this fixed, will get back to you on this soon and take care of the defective item.

• Initial Complaint

  Date:12/29/2023

  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.

  Order # ***** I received a refund of ****** on 12/13/23 for two items 1. Bed topper and 2. side pillow. The company instead put the refund towards the half moon pillow instead of the side pillow. The company stated this would be notated. This complaint was completed through a BBB complaint as indicated in the uploaded documents.When I returned the half moon pillow and contour pillow, the company refused to give me the refund of $110.40 on these two items I returned via ***** (return document uploaded). I also attached the BBB complaint that shows the company saying that they applied the refund to the half moon pillow instead of the side pillow.I want my refund of $110.40 for the 2 items I returned. The Half moon pillow and contour pillow.

  Business Response

  Date: 01/02/2024

  Hi,

  The additional refunds were issued to customer.

• Initial Complaint

  Date:12/05/2023

  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 November 30, 2023, I received the products I ordered. The side sleeper pillow was not the medium firmness I ordered, but I received a firm. Please find enclosed a copy of the pillow marked firm for the side sleeper pillow. Also find a photo of a square cutting in the topper and it looks as if it was also glued into place to sell this topper. I advised the company that these items would need to be picked up. I will not pay to drive these items to a place for donation, pay someone to ************** it to the place of donation, and pay for printing the label. These are additional expenses and time consumption that should not be placed on me as the consumer who was sent incorrect and damaged products. This company should take financial burden and have these items picked up and shipped back. I have been in contact with this company since I received this company without resolution of this matter. I want a full refund of what I paid for these items ($198.40)

  Business Response

  Date: 12/11/2023

  Hi ,

   

  We have Refunded $198.40 as customer requested, please donate the items to a charity like Goodwill or Salvation Army.

  Customer Answer

  Date: 12/15/2023

   
  I am rejecting this response because: the refund of $198.40 has been paid.   However, the half moon booster was refunded instead of the side sleeper pillow. Please correct refund to the correct item. Thank you. See attachment. 
  

  Business Response

  Date: 12/16/2023

  Sorry for the mixup, the proper amount has been refunded, now it is not possible to correct the customer pays back the full amount and then we need to adjust again. Anyways we will post a note that the wrong item but right amount was refunded.

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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.

  3/17/2023 - I purchased (2) Twin XL mattress pads from Turmerry for each side ***************** split king size bed. My total was $451.67 I specifically purchased from Turmerry because of their highly advertised 120 night sleep trial. They ask you to try the mattress pad for a minimum of 30 days, up to 120 days, during which time, they will provide you with a full refund if you are not satisfied and return the product. My husband and I have not been sleeping comfortable and have decided this product is not for us. I sent an email 5/30/2023 to request a return. On 5/31 I received an email back with a link to initiate my return and a statement that I could only return (1) of each like item purchased, meaning I could only receive a refund on ONE of the topper pads I purchased. This information is not seen anywhere on the Turmerry website. It was highlighted and accessible only on the email that was sent to me. I would have never purchased this item if I didn't believe that they offered a 120 night sleep trial for my entire purchase! No one would purchase a mattress pad for half of their bed. This policy makes no sense. If my husband purchased his topper and I purchased mine separately, then we could return both? Turmerry does not offer a "split king" size, so the purchase of 2 would always be necessary. Below are screenshots of the Turmerry website, including the sizes available, the advertisement of the 120 night sleep trial, and their "shipping & returns/return & refunds" page and my receipt of purchase.

  Business Response

  Date: 06/04/2023

  Our return policy is clearly stated here: ***************************************************************

  As a small business, we only allow one return per category but we have been working with the customer to resolve this matter and facilitate return of two toppers and for the refund to make our customer happy.

  Customer Answer

  Date: 06/07/2023

   
  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:11/01/2022

  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.

  Company has not issued my refund for an item that was cancelled way back Oct 4th. Their rep replied to my email and confirmed that that order has been cancelled as it has not shipped and it was not available at the time order was placed. However, up to now they only refunded one of the two items in that order. They also emailed me Oct 28th asking if the other item will be cancelled by the same rep who confirmed on Oct 4th that it has already been cancelled. Fro the total of $123.36 USD they only refunded $51.83, so they still owe me $71.53. I need the refund asap because it has now been a month.

  Business Response

  Date: 11/08/2022

  Customer returned a pillow and we issued a refund. We asked if customer wanted a refund for the other pre-order pillow which was not yet shipped, but customer did a chargeback immediately without giving us time and we accepted the chargeback so now it goes through chargeback and she should get a refund based on how fast her bank processes it. If it were not a chargeback we would have refunded that same day or by next day of request.

  Customer Answer

  Date: 11/08/2022

   
  I am rejecting this response because: I requested oct 3rd to cancel that order and their CS **** ***** conformed Oct 4th that it has been cancelled but come Oct 28th, which is almost like 1 month later, the same staff sent me an email asking if he will cancel that order. It was incompetence but also it appears they are just delaying to keep my money for as long as they could that's why I filed with Citibank and BBB. Nov 1st I reversed that dispute and it has been a week now. They are just delaying this for as long as they could beyond reasonable timeframe. With all other establishments, 2 -3 BD is a reasonable timeframe but it has been a week now and still no refund. I demand refund now! It has been over 1 month from the day I requested cancellation of that order that has not even shipped! There is no reason for you to keep that money when that item never shipped. Very poor customer service and problem solving.    
  

  Business Response

  Date: 11/10/2022

  We spoke to the customer over the phone, and the customer is full refunded.

  Customer Answer

  Date: 11/11/2022

   
  I am rejecting this response because: while ******* on the phone told me it has been refunded, the refund does not reflect on my credit card yet so until then I will reject. 
  
  

• Initial Complaint

  Date:09/20/2022

  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.

  In July I ordered a *************** Loft Latex pillow and paid $93 for it. It arrived July 29. It was Not firm, rather softer than my 4 year old latex pillow from a different company that I was seeking to replace. I looked into returning it since the website said I could. Then **** of customer service informed me that it would cost me $20 to mail the pillow back and that would be deducted from my refund. I found that excessive. I ended up mailing the pillow myself US PS tracking and insurance for $13. I have proof that it arrived in ********* on August 29. Since that was near to Labor Day I waited to give time for refund. Nothing. I began emailing again to **** with no reply. Today, September 19 I emailed 3 different times and started a chat. **** replied stating that the pillow was received used and covered all over with hair! This is Not True. I did Not use the pillow. I did Not return it covered all over with hair! I believe they are either lying or talking about someone elses return. They have condescended to return the pillow to me. Thats unacceptable in light of their website which doesnt say Anything about fees for returned pillows. Plus, I believe theyre not being honest about the condition of the pillow. I wish I had thought to take a picture of it prior to returning it. They have requested over and over that I leave them a positive review. I left some less than positive reviews and they have been removed. I Should know better than to believe any businesss all Great reviews. Clearly, they arent honest in their dealings. I would Love my $93 back!!

  Business Response

  Date: 09/20/2022

  We have issued a full refund for the order.

• Initial Complaint

  Date:08/26/2022

  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 ordered a pillow from Tumerry on 8/12/22. Unfortunately the pillow was too firm for me and I needed to return it. I contacted Tumerry on 8/23/22 to start the return process. After answering a series of questions. I was told that I would get a full refund minus the amount for shipping. If I knew I would be paying to return the pillow I would have never bought it. Their website claims a full refund. If I am paying for a label, that is not a full refund. There is no where on their website that claims that I would have to pay for shipping to return a pillow.

  Business Response

  Date: 08/29/2022

  We have not advertised anywhere saying we issue shipping labels for returns for pillows. Customers can try the item and send it back for full refund and they have to use their shipping. If they would like us to give  a label we can do that but it will be deducted from the refund. https://www.turmerry.com/pages/shipping-and-returns

   

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17770028
  
  I am rejecting this response because: advertising a full refund is misleading/false. advertising, since the company is deducting shipping. They also do not advertise in their return sections that a shipping label amount is deducted from the refund or a customer has to purchase their own shipping, which is a lie of omission and again false/misleading advertisement. The company knows that they are being deceiving as customers in the past have complained of the same issue and yet they have not corrected their website if this is a practice they wish to move forward with. Since this is the case I am requesting a full refund a prepaid shipping label. If they wish to move forward with customers paying for shipping I request they update their website accordingly. Trying to sell pillows through deceptive practices like misleading advertisements is illegal. 

• Initial Complaint

  Date:06/13/2022

  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 ordered a Firm Mattress Topper - Ord# *****-SO. It was received in April 2022. Topper felt soft. After a week, I had the worst neck and back pain. I emailed ****************************** my concern twice. No response. Then, I Requested Return. Return policy is 60 days. Website says they respond in 1 business day. All phone recordings say, high call volume - well get back..... Since April - I have left 11 voicemails at 2 different phone numbers & 3 different extensions. All recordings have the same voice message. I have also emailed Turmerry 7 times. Over 6 weeks - No Response from Turmerry!!! Warranty ends soon. I doubt Ill get my money back! Total joke of a Company! Liars. Scammers. Please also Note: Turmerry has also continued to SPAM me every few days with advertisements or requests for a good review in exchange for money! Im guessing this is how they got their reviews in the first place. I responded to several of these advertisements as well requesting return. It is the same link: ******************************. Still - No response.

  Business Response

  Date: 06/20/2022

  Hi,

   

  Please note your return request is not accepted  as it has come after 60 days of receipt.