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:05/08/2023

  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.

  Dec 22, 2021 i financed a mattress through bed heads and acmia leasing. Now 5/8/23 the mattress is severely dipping 1+. The middle of the mattress . The pillow top is scrunching randomly. I rotate the bed every 30 days to ensure normal wear across the bed but it has not mattered. I contacted the company about the issue and she stated that just because I have a few minor stains they will not replace my mattress even though I have a 10 year warranty.I have major medical issues with my back, neck, and hips. I specifically told her that when I bought it. No where in my contract or via verbal agreement did this company or owner indicate I could not have any stains or needed to purchase a mattress protector.I want my bed replaced. I feel like the photos show much more of a shadow and make the few small stains look worse than they really are. I dont have great lighting in this room.

  Business Response

  Date: 05/15/2023

  We're very sorry that your mattress isn't working out for you but there's nothing we can do with regards to the warranty.  As clearly stated in the info I've pasted below, the warranty is voided if there are stains of any kind on the mattress.  In the photos that you sent **, there are numerous and obvious stains all over the mattress and therefore the warranty is voided.  We are a small business that works directly with the manufacturers and are obligated to abide by the rules they set forth.  The best that we can offer is to sell you a new bed at our cost but given that the manufacturer will not accept your mattress as a warranty return, we are unable to simply absorb the cost of replacing your mattress. 

   

  ******* Warranty Info==

  Exclusions
  
  This warranty does not apply to and excludes:
  Consumer firmness/comfort preference.
  Normal changes in softness or recovery time of high density foams, including memory foam, due to normal use, temperature, or humidity.

  Normal body impression(s) as indicated by your warranty code (see chart).

  Consumer bed height/weight preference.
  Cover (fabric) and handles.
  Corner guards.
  Bent border/grid wires.
  *****, cuts or tears.
  Vermin infestations.
  Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury.
  Mattresses used with an inadequate foundation and/or support system.
  Adjustable foundations (see owners manual for details on warranty coverage).
  Merchandise sold as-is, distressed or floor model/sample.
  Claims made outside the 50 *************, ********************, *********** or *******************.
  Transportation, inspection, or removal costs of product, except in **********.

   

  How to Avoid Voiding Your Warranty
  If your mattress has a liquid stain on it, this isnt covered by your warranty. Theres more, though. If your mattress has a stain, nothing is covered by the warranty. Any type of damage done once the mattress is at your house, including a liquid spill, means the entire warranty is voided. If there were to be a manufacturers issue from the factory and the mattress has been damaged in your home, you wont be able to take advantage of the warranty you would have otherwise been owed. You dont want this to happen! This is why a mattress protector is so important. 

  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20030187
  
  I am rejecting this response because:

  The warranty exclusions and limitations details were not disclosed at the time of purchase verbally or in writing. These important details should have been disclosed at the time of purchase and finance. If this mattress is defective and the company will not take care of the issue why would anyone give them more money and buy another bed taking the risk that it will also be defective or that warranty will not be upheld! It is obvious to me the company does not care about their customers, customer service, and stand behind the warranty regardless of a few minor stains knowing they cannot Refurbish or Resell a used mattress which why a few minor stains should be irrelevant! I will continue sharing my story on ******** and other so I media platforms about their business because of the lack of care and concern about this issue. No one should spend this kind of money on furniture or bedding for it to break down in 1 year! I told ***** when I bought it I have major medical issues and back problems and I needed a good bed! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  DATE: 09-09-2022 TOTAL AMOUNT: $1,100.00 Business DID NOT DISCLOSE to me, all sales terms.At the time of the sale with this business, I requested the mattresses to be shipped to me, directly. although requested, the business did no such thing. This was discovered, when the tracking number provided, showed them as "Delivered" to the warehouse instead. The business took four days to have then dropped off at my door. After setup and use, discovered these mattresses were not acceptable. Contacted business. They claimed "All Sales Final". Tried to come to an acceptable solution. Business "Ghosted" me and blocked by phone number. Subsequently spoke with the Manufacturer. According to Manufacturer, these mattresses have a 101 day comfort guarantee, if ordered and shipped directly to me. The manufacturer informed me that since these were shipped to the warehouse, the comfort guarantee was null and void and the sale was "final" with no comfort guarantee or warranty. Did an honest review of business online. Representative chose to personally attack me on the internet, rather than deal with this issue. An employee of the business took it upon himself to contact me and told me he would try to make things right. To date, no attempt has been made, on part of the business.