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:11/29/2023

  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.

  I purchased a mattress topper under the pretense that I could return it - it literally stated "Free shipping and returns" on the page. Come to find out, per their return policy, toppers are non-returnable. I dowloaded the website page when I purchased the item because since then they have changed it! To me this shows guilt, especially because I have been reaching out not only to their customer support but my credit card company did as well (unfortunately, nothing they could do, so I am now here filing a complaint).
  
  If you Google “false advertising” the following definition is given: “False advertisement is untrue or misleading information given to you to get you to buy something.” That photo on the product page clearly stated free shipping and returns, and therefore led me to buy something I would not have otherwise bought (i.e., if it was stated as final sale, I would not have purchased). Additionally, there is no link or reference to the return policy on the copper topper page, there is no indication of final sale, etc. This matches the definition of false advertisement and I hope to proceed with getting my money back based on this.

  

  Business Response

  Date: 11/30/2023

  Our website does state free shipping and returns on our home page as well as all over the site for MATTRESS purchases.  The cut and paste attached does reflect what was and still remains on our site, Free shipping and returns (for mattresses), warranty, Made in America, Certified CertiPUR.  When you are on the actual topper page where you place the order for the topper, the website clearly states this product does not qualify for a trail period and does not qualify for returns.  This customer did dispute the purchase with the bank, but as stated to them, the customer placed an online order from the product page - which discloses the trail and return policy, the item purchase was shipped and delivered.  The topper is not an item returnable.  Our website also has a FAQ, Warranty and Return policy, as attached - that also again clearly states toppers are not eligible for return.  Our customer service team has worked with this customer and responded with facts.  "as per our return policy; Pillows, Bed Frames, Adjustable Foundations, Sheets, Pads/Protectors, and Toppers are not eligible for refund or the 120-Night Trial. However, our toppers do have a 3-year warranty.
  Please click below and please read our entire policy below." - which is attached.  

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  
  
  I have been contacted by the company after the response made by the business in reference to complaint ID ********, and I accept it, as they have offered a refund.