RV Supplies
Wilderness RV MattressThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/03/2025
Type:Product IssuesStatus: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.
I ordered a mattress at the end of October 2024 and received it November 4. Two weeks after receiving the mattress it started lumping up all over on the top. They said that was normal wear and tear - after two weeks! Then they requested pictures of the lumps. Sent numerous photos with a ruler and circling the large lumps because they couldnt see what we were talking about. Timeline is now December 30 January 11 we received a new mattress. No correspondence. I emailed and asked if they were going to pick up the defective mattress and they said to discard it - which entailed cutting it up and finding a dumpster to use. Opened the new mattress and the top is full of runs! Sent pictures and they said we will take care of it. That was on January 27, 2025. No correspondence or response since then I have requested a refund every few weeks and still no response This is supposed to be 100%risk free. I am out $946.58 and have to discard yet another mattress and no longer have an available dumpster or anyone to cut it up. No ******* wants it either!I just need my money refunded.Customer Answer
Date: 04/20/2025
I have not any response from any of my emails to RV Wilderness Mattress or any contact from them whatsoever. My mattress is continuing to deteriorate with runs in the top fabric and sinking spotsInitial Complaint
Date:03/24/2025
Type:Service or Repair IssuesStatus: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.
Used company prior in April 2019; loved the rv mattress so decided to purchase 1 for my bedroom. Contacted ************ spoke with ***** explained what I needed she stated we have the exact mattress in queen for your room. Sent me a email to purchase from email. The bed I received was not the exact bed. ***** the ceo stated after I wanted refund for uncomfortable hard mattress said they changed the mattress his opinon better in 2022. If I was given that info I would not of purchase the mattress. I'm very picky about my mattress and need a good sleep to wake up feeling my best. Back to ***** stated for me to get a refund I would need to send email to: ************************. i received a response from ***** via email, I HAVE TO SLEEP ON MATTRESS FOR 30 DAYS to receive option(s) for a refund. I asked him after 30 days what are my options. He said he being kind because the refund doesn't apply to me because I'm a returning customer. It's only for a first time buyer so they're not stuck. I'm a returning customer and now I'm stuck because they did not give me the exact bed and they're just playing games on the refund. I need a bed to put in my new bedroom. I'm sleeping outside in my RV the great mattress I purchased from them the first time. I want a complete refund now. I CANNOT LAY ON THAT HARD MATTRESS FOR 30 DAYS MY BACK WAS KILLING ME LAYING ON IT FOR A WEEK. thanks for your help.Customer Answer
Date: 03/26/2025
emails sent back & forth:
Me: We had ordered previously from wilderness rv and loved our RV bed. Looks similar but material has changed drastically. Our sleep is important to us plus our backs too. On top of that the queen home mattress doesn't even fit our queen frame. ******* also on label different manufacturer out of AZ. Thanks for your help. ***** ************
Response from *****(wilderness mattress) Hello!
Your mattress did come from the same manufacturer, the mattress did change in late 2022 though. We actually upgraded all of the components to much higher quality than we used previously. The mattress now has cooling technology, a more durable coil, and a higher density foam; nearly eliminating flattening in the foams that we were seeing before.
Our sleep trial is normally for new customers only, its designed to give people a chance to try it out without being stuck. Since you did purchase before, you wouldnt normally be eligible. I tend to disagree when it comes to those who purchased the previous style vs our new style, so I will allow you to take advantage of the sleep trial.
We do require that you keep the mattress for 30 days to fully test it and make sure that you are fully acclimated to the new mattress. If, after that 30 days, you still feel like its not the mattress for you, please reach back out to us and well discuss options with you.
Thanks,Me:*****,
Thanks for your quick response. We're sleeping on our RV mattress until we find a replacement. I'm from ** and they're different manufacturers looking at labels. I felt the cooling function awesome but my back is killing me too hard for me. I need you to please pick up and refund my money please. Thanks for being a great company and ***** never told me the warranty was any different from our other bed. Thanks *****. *****: My husband said we can drop off at shipper in AZ if it will make this easierCompany: *****,
I promise it is the same manufacturer. Weve only ever used the same manufacturing in *******. I have offered to give the comfort trial, even though its not part of our policy. We do have a 30 day use requirement though. It takes time to adjust to a different mattress.
Thanks, Also, we dont actually take the mattress back, whether by drop off or pickup. We have a donation process that you will have to follow when your trial is complete.
Thanks,Me: *****, what are our options after 30 days?
Company:Im offering the full comfort trial, so it can be refund or exchange.
Thanks,Me: *****: I ordered via email because I wanted the exact same bed. ***** did have my **** and said I ordered in 2019. She said no problem she had the exact same bed in queen. You stated in your email it changed 2022. If I would of known that, I would of chose not to purchase. A mattress is very important to me so I trusted it would be exact and save time and wake up refreshed. My back is hurting with this new firmer mattress; I cannot sleep on that mattress. So I'm sleeping on the one I purchased in 2019. So what are my options for a refund? I need to get another bed for my room. Thank you. *****
Company:
***** I have given you your options, extending beyond what is normally offered because of your situation.
Thanks,Me: *****, your skating around my question. What are my option(s) after 30 days so I may prepare myself. I'm sleeping in my RV and want to sleep in my new home. I need a new bed. After 30 days, what are my option(s)? You gave me a option; I need to sleep on bed for 30 days then what?? ***** in addition: if my back is excruciating hurting but you won't give me a refund unless I sleep on this mattress for 30 days? I work and I need rest. I CANNOT sleep any longer on this bed. Your extending beyond doesn't apply when your reply sent me info to pay same bed through my email and ***** stated exact same bed. I cannot sleep on your wrong mattress you changed because it's too hard for my back. I'm asking for a full refund now. I am sleeping in my RV so my back stopped hurting. I'd like to find another mattress and put inside my new house so I can sleep.
Company *****,
The 30 day requirement has been there since the beginning. This is there because it takes longer than a couple of days to determine if a mattress is suited for you or not. The mattress changes quite a bit in the first week or two, plus you adjust to the mattress.
Also, since the beginning, we have not allowed comfort refunds beyond the first purchase. I have allowed this part of the policy to not apply to you because of the mattress change.
I do not give information of what happens after the 30 days because we want to ensure youre not doing it early. I mentioned to you there will be a donation process for refund or exchange. That lets you know what can happen, just not how to accomplish it until it comes time.
Thanks,Me:From yourself * i mentioned to you there will be a donation process for refund or exchange.
I saw on the website after looking donation process. Everyone knows 2nd hand, goodwill etc have for years, they do not take mattresses. So that would be an extreme lie on your policy part. So that is defeating the purpose for me as a consumer to receive fairness. I received help from your representative in ordering the same mattress but turns out its not the same. So you can be fair or unfair. I've already notified the BBB of AZ. ***** ************
***** did tell me we can't talk on the phone because you like a records through email. Thanks for that.Company: *****,
We have been in business for quite some time and have always required a donation for the refund. Even during the height of COVID, customers were still able to find locations that would take a donation. Once again, all things to be discussed when it comes time.
Reporting us to the BBB doesnt really help your case at all as we arent required to offer you a refund. Im trying to help and still offer the refund, because we do care about our customers and understand there are different circumstances. Youre saying thats not good enough, I could have just turned you away instead as per our policy.
Thanks,Me:***** you think you right and your wrong. Error in communication all the way around. Here in ** no donations for mattresses since covid. So that's what your stating. Your not doing me any favors. Your representative was wrong saying exact mattress from 2019 but actually changed 2022. Give me my refund so I can move forward with another mattress. I'm older and quality of life is important to me. I tried for a week extreme back pain too hard. So I'm asking you why are you making me suffer?; let me me forward to purchase a mattress so I can sleep inside my home instead of outside in my RV. 30 days AZ getting hot.
That's the end of the corresponding emails between me & wilderness mattress.
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