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Business Profile

Mattresses

EGOHome

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 a mattress online 12/07/24 for 591.29. confirmation email shows $539.99 along with a different order# than the one in the attached confirmation message following purchase. No communication from the store. No response to email. Phone not answered when I call and it doesn't accept voicemail. Social media site has other people commenting on not being able to contact business and not receiving the mattress they ordered.

    Customer Answer

    Date: 12/19/2024

    Package received 

     

    Business Response

    Date: 12/24/2024

    Hi,


    Thank you for bringing
    these concerns to our attention. We greatly value customer feedback and are
    committed to addressing the issues outlined in the complaint. Please find our
    responses below:
    Dispute Amount
    The mattress purchased online is priced at $591.29, as reflected in the bill details. The discrepancy noted in the confirmation email, which shows $539.99, is due to the $51.30 sales tax.

    Order Number
    The order number is ******** *** ****** ********* is the order confirmation code, which is automatically generated when the order is locked. Both numbers refer to the same order.
    We remain dedicated to
    transparency and continually enhancing our customer service and compliance
    standards. Should you require further clarification or have additional
    questions, please do not hesitate to contact us.

    Best regards,
    EGOHome Team

  • Initial Complaint

    Date:11/26/2024

    Type:Product Issues
    Status:
    Resolved
    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 10, 2024 I purchased a mattress from EGOHome. They claim to make their mattresses in the USA and offer a 100 night free trial with free shipping and returns. After just 1 night on the mattress, we couldn’t sleep and our back pain was exacerbated. I immediately contacted the company to return the mattress. It took over 48 hours to receive a response, even though the website states within 48 hours. The email received back had Chinese on it. After viewing the tag on the mattress, we realized that the mattress is actually made in china and finished in the USA. This is not disclosed anywhere. The customer service is even based in China and very unhelpful and delayed. We are now being told we need to pay $50 restock fee, deceiving the original “free shipping and returns” advertisement. Company is a total joke.

    Business Response

    Date: 12/05/2024


    Dear *****,

    Thank you for bringing these concerns to our attention. We take customer feedback seriously and would like to address the points raised in the complaint as follows:
    1. Response Time
    We apologize for the delay in responding to the customer’s inquiry. Due to the high volume of orders around the Black Friday sales period, our response times were longer than usual. Regarding the concern about the use of Chinese in customer service, we’d like to clarify that the Chinese text referenced was solely part of an email address. All communications with the customer were conducted entirely in English.

    2. "Made in USA" Labeling Concern
    Regarding the complaint about our product's labeling and website description, we acknowledge that the website states "Made in USA" while the tag indicates " Cover Made in China Filled and Finished in USA." Our mattresses are made with foam produced in the U.S., and the covers are imported, with the final assembly completed in the U.S. We are currently conducting an internal investigation with our Marketing and Compliance teams. Based on our findings, we will take appropriate measures to ensure our marketing materials fully comply with relevant regulations and provide accurate product descriptions.


    3. Restocking Fee
    After investigating the customer complaint about being charged a $50 restock fee, we have found that this fee was not applied to the customer. As for the "Free Shipping and Returns", we are still conducting a thorough internal investigation and will ensure that all future advertisements are more accurate.


    4.Customer Service Team Location
    Regarding the customer’s concern about our customer service team being based outside the U.S. Due to cost considerations, some of our customer service representatives are based outside of the United States. To optimize resources and provide efficient customer support, we have both U.S.-based and international customer service teams. This approach allows us to deliver assistance across different time zones and accommodate a high volume of inquiries, particularly during peak shopping periods such as Black Friday. Utilizing international customer service teams is a common and effective practice in the e-commerce industry. For example, leading companies like Amazon and eBay employ international teams to handle customer inquiries and provide 24/7 support. Similarly, many e-commerce businesses, regardless of size, leverage this strategy to maintain high service standards while managing operational costs.

    5.Full Refund Issued
    We have issued a full refund to the customer for the product in question in November. Please see attached for more details.

    We are committed to maintaining transparency and continuously improving our customer service and compliance practices. Please feel free to reach out if additional clarification or information is needed.

     

    Best,

    ******

     

    Customer Answer

    Date: 12/06/2024



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22605143, and find that this resolution is satisfactory to me.

    A full refund was issued and I appreciate that they will update their site to better represent the manufacturing process and return process.



    Sincerely,

    ****** ****

EGOHome is NOT a BBB Accredited Business.

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