ComplaintsforGoodMorning.com Inc.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 6, 2023 I placed an order with Douglas mattress (Goodmorning is their parent company) My order should have been for one summit mattress Queen (1,299.00 + tax 194.53) and one podium adjustable bed frame Queen (976.65 + tax 156.25). When I received the invoice the total amount was of $4,109.95. On the invoice were the following charges: *two mattress *two comfort sleep bundle (should have been free with the purchase of the mattress) *one bed frame I called Douglas immediately and advised them that my order was for one mattress and not two and that they also charged me for the comfort sleep package. They apologized and told me they would refund the extra mattress and would remove the charges for the comfort sleep bundle. They mentioned that it would take up to five business days for my refund to appear on my **** card. I received the refund in the amount of $2,616.43. My mattress was received as well as the podium. However, the podium was too heavy to bring up the stairs. I called Douglas and mentioned that I was returning the podium. The sent me an email in which they mentioned what needed to be done for the pick up. Pick up went well. However, they never refunded me for the podium instead they charged my credit card. After calling Douglas and speaking with the sales rep she told me that that they had already refunded me and that there was nothing else they could do. I was refunded the overcharge but never refunded the podium. I called ****** **** on September 21, 2023, and spoke with ****** (not sure if she's with dispute or fraud) and asked that the charge be disputed. I was told to send all my invoices and information to credit disputes as fast as I could, which I did and that it would take a while but that they would get back to me. I decided to call the bank yesterday, November 30, 2023, because I had not heard back from them. Now the bank says that it's too late too escalate the refund.

  

  Business response

  02/12/2023

  Hi ***, we're truly sorry to learn about the challenges you've faced. We sincerely appreciate that you brought this issue to our attention, and we want you to know that we take it seriously.

  Our team has been informed of your experience and one of our customer care specialists has already spoken with you on the phone to discuss the matter in greater detail. They have also sent you a follow-up email outlining the next steps we will be taking to address this issue as quickly as possible.

  We realize that this situation has been far from ideal, and we deeply regret that we were unable to provide you with the necessary information earlier to resolve this matter. We share your confusion surrounding the charges, but please know that we are doing everything we can to provide you with the answers you need.

  Again, thank you for bringing this to our attention and for your patience throughout this process.

  Customer response

  05/12/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20943610, and find that this resolution is satisfactory to me. Even though the results were positive, it should not of taken so long for this company to return my money. But I am so happy that this issue is finally resolved.  Thank you, *** for your help! 
  
  Sincerely,
  *** *******
  

• Initial Complaint

  15/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for two Douglas mattresses on July 26, 2023. One was delivered on July 28. The box was damaged, so I peeked inside to see if the mattress was okay. The plastic wrap on the mattress had not been ripped, but when I looked at it, I saw a bug (!). As I took a photo of it, the bug moved. I contacted Douglas right away (live chat) and they agreed to cancel the other mattress delivery, pick up the first one, and give me a refund. I have now (August 15) had 10 emails back and forth with them. They asked for pictures, I sent the pictures. I didn't get a reply, so I followed up. They sent the second mattress. They asked for other pictures, I sent the pictures. I didn't get a reply, so I followed up. They told me that ***** would pick up the mattresses on August 11. ***** picked up one mattress and left the other. I emailed about this but got no reply. It is now August 15 and I still have one mattress and no replies to my emails. Their website says that they will pick up mattresses being returned within 2 days usually, maybe up to 10 days. It's been 3 weeks. There was a live bug inside the plastic around the mattress. The Ticket they assigned is ********. I am starting to panic about getting my $2000 refunded.

  

  Business response

  16/08/2023

  Hello *****, we are truly sorry for the difficulties you faced with the delivery and mattresses. We understand how frustrating it can be to encounter such problems and we want to make things right for you as soon as possible. Our team has been working tirelessly to handle the increased inquiries and we apologize for any delay in our response. Please rest assured that you will receive your refund and a senior member of our team will reach out to you shortly to ensure that everything is taken care of to your satisfaction. Thank you for your patience and understanding.

  Customer response

  16/08/2023

  
  Complaint: 20475764
  
  I am rejecting this response because: I don’t understand this process - they haven’t done anything but tell me that they will do things in the future. That’s the whole problem - they’re not doing what they say they will do. The complaint won’t be resolved until they refund me and pick up the mattress. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  17/08/2023

  Hi, *****. On August 16th, a team member contacted you and we have processed a full refund to your payment method. Our team is working hard to arrange a pick-up for your mattress. You will receive a follow-up call shortly to address any questions or concerns.

  Customer response

  18/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20475764, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Pricing on website was $1,728.48 (shipping and taxes) included but I was charged $2,298.35 on my credit card. I contacted business this morning and they said they have cancelled order and issued full credit (which I will supposedly see in 1 to 5 business days) but they haven't committed to respect their online pricing for what I ordered. What I would like to see is them respecting their online pricing, sending me the ordered items and respecting their $1,728.49 by sending me credit for the difference between $2,298.35 and $1,728.48.

  

  Business response

  08/08/2023

  Hi, ******. We strive to provide our customers with a seamless shopping experience, and we apologize that yours has not been. There was an error in our system that charged you for your free comfort sleep bundle. This isn't typical of our systems, and we apologize for this mistake. 
  
  The customer care team member you spoke with about the billing error cancelled your order and requested that you be refunded in full. Unfortunately, we cannot reverse the request once an order has been cancelled. We apologize for the inconvenience this has caused, and the agent will be followed up with. 
  

  A senior team member will contact you shortly to make things right. We sincerely apologize for your shopping experience and look forward to the opportunity to improve your experience.
  

  
  

  Customer response

  11/08/2023

  
  Complaint: 20436385
  
  I am rejecting this response because:

  I'm not too sure what is the status as of today so that's why I'm rejecting for now and to establish where we are and as we have 10 business days to respond to these. ******* from customer service called me and confirmed that I would receive reimbursement for the extra costs they had incorrectly charged to my **** card. I thought we had talked this through and she confirmed that she would try her best to get me expedited delivery. I also asked if there would be any further compensation for these troubles and mishandling of my file but never received a response. I've now received 2 credits on my **** card today so I'm not sure what this means...? Is this compensation offered and delievry will follow? I just don't know as I've gotten no response from my last email communication from them. So, as this point, I'm just asking for clarification as I'm still waiting for the King mattress I ordered and I wish to receive it as my son as already left with our other bed so we're kind of in limbo right now and I need to know what is the status. Thanks!

  
  Sincerely,
  
  ****** *******

  

  Business response

  11/08/2023

  Hi ******, 
  
  We are truly sorry for any confusion that may have occurred with your order. We understand the inconvenience caused by the incorrect billing for your free comfort sleep bundle, and we want to assure you that your previous order has been fully refunded. We've placed a new mattress order at no cost to you, and it is currently in production.
  
  A senior member has reached out to you to provide more information. We understand you're eager to receive your new mattress, and our team is working hard to ensure your replacement mattress is shipped out to you as soon as possible. We understand that miscommunication can be frustrating, and we apologize for any inconvenience caused.

  Customer response

  18/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20436385, and I'm super happy with them recognizing the mishandling of my order and coming through big time with very generous compensation. It was more than I could have ever hoped for and they have restored my faith that ***** * **** ***************** is a serious company which takes customer service seriously. Thanks to their management team for stepping up, I'm very grateful. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  13/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from ****. After checking tracking it shows it was delivered I reached out because the photo the delivery service had taken was not my address. **** told me they would investigate and have ***** investigate as well just couldn't provide a timeframe of how long it would take. With that being said, I ended up purchasing a mattress from Ikea as my wife and I had nothing to sleep on. (we just moved into this house) **** ended up sending a replacement but before it was sent I asked the agent if they could simply refund as we had to purchase a mattress from ikea due to the inconvenience and explained the situation. She advised me via chat that I would either need to refuse the delivery of the replacement or just chat with an agent to get a return label to send the replacement back. Today I contacted **** (***************) and they advised me I couldn't return the product because it was a replacement and that I couldn't return it. No where on the website does it mention I cant return it actually states they have a 120 day return policy and now I'm being refused my right to return a product and refund a product I don't want or need.

  

  Business response

  14/04/2023

  Hi, ******.
  
  We're sorry to hear about your shopping experience with ****. As we ship our mattresses using third-party couriers, our courier partners thoroughly investigate any delivery disputes we receive. 
  
  After investigating, ***** concluded that their driver delivered the package to the address on the shipping label. This doesn't mean another situation may have happened outside of *****'s control. Although our customer care team is not authorized to provide direct refunds for delivery disputes, they can ship out replacements, or customers can file a chargeback on their credit card. We regret if these two options didn't align with your expectations and the inconvenience they caused.
  
  We've escalated your feedback to the appropriate party to be thoroughly reviewed so we can continue to improve our service. We see that your replacement mattress has been delivered, and our customer care team will contact you shortly. Our customer care team is happy to arrange a ground call tag and have ***** pick up the package on Monday, or they can provide a shipping label so you may take the parcel to a ***** shipping centre. Once the mattress has been redirected, we'll provide a full refund to the original payment method. 
  
  

  Customer response

  14/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19933756, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a twin "Juno" memory foam mattress on 22-Feb-2020, the mattress has been fitted to a suitable bed and only used as any normal mattress would be used. It has in fact never been removed from the bed in the time we have owned it. Recently when the mattress cover was removed to wash it was identified that the top foam layer of the mattress has split along the length of the mattress in multiple areas. I contacted the manufacturer and with only a handful of photos to base a decision they have determined the mattress damage is not due to a manufacturer defect and would be considered wear and tear. I do not believe that a 2 year old mattress with multiple 8-10" tears in the top portion of the mattress is normal wear and tear as their warranty specifically states it covers this type of damage. Warranty states "Any physical flaw in the mattress that causes the foam material to split or crack despite normal usage and proper handling", this is the exact scenario and they are just deciding that this is not a warranty claim.

  

  Business response

  10/05/2022

  Hi, ****. We're sorry to hear that your Juno mattress isn't everything you hoped it would be, and you didn't receive the response you were hoping for from our customer care team regarding your warranty claim.

   

  As mentioned, our warranty covers any physical flaw in the mattress that causes the foam material to split or crack despite normal usage and proper handling. 

  
  
  Mattress care goes beyond providing a suitable base for a mattress. It is crucial when moving or rotating an all-foam mattress to lift it from the bottom rather than pulling on the foam to drag it into place is essential. Pulling or digging hands into the foam can cause the foam to split. Based on where the cracks in the foam are on the mattress — specifically near the edges, it was determined they were caused by accidental mishandling. 
  
  
  Any physical flaws caused by unintentional misuse are not covered in our warranty, and we regret any inconvenience this has caused. We recognize the outcome of your claim may not be what you were anticipating and sincerely apologize for any frustration, but there is no evidence to support that the mattress was received in less than perfect condition. Fortunately, the damage reported is purely cosmetic and should not impact the mattress's performance. We recommend trying the suggestions offered by our customer care team. 
  
  
  
  
  

  
  

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business won’t stop contacting me in attempt to solicit further endorsements I have asked them to stop and they refuse

  

  Business response

  08/11/2021

  Hi, *****. We're sorry to hear that you no longer wish to receive our emails. Rest assured that we have removed you from all of our lists, and you should not receive any more emails. If you have any questions or concerns, please call ************** to speak to our Customer Care team directly. 

  Customer response

  08/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  28/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Goodmorning has repeatedly failed to provide the mattress I paid for, and has unhelpful customer service. At this point I don’t even have an order number, my account on their website says the item was delivered, but that delivery was immediately returned as it was not the product I ordered.

  

  Business response

  28/09/2021

  Hi ******, 

  
  We wish for all our customers to have a great experience with us, and we apologize that yours has not been. 
  We take pride in delivering high-quality products to our customers and make all of our mattresses to order. When your original order was placed, ***** * **** mattresses were shipping within 1-15 business days, with an additional 1-7 estimated business days for delivery. We do our best to make shipping and delivery timelines readily available on our website and regret if this information wasn’t made clear to you. 

  According to our records, initial communication with our Customer Care team began in early September 2021. Although your original mattress was within our shipping timelines, our Customer Care team requested that your order be expedited and issued a partial refund to help improve your experience. 

  Unfortunately, a queen-size mattress was delivered instead of a king-size mattress, and we sincerely apologize for this error and the inconvenience it caused. Our team made arrangements to have the wrong size mattress picked up and requested a replacement. You were informed that your replacement mattress would be subject to similar shipping timelines as your initial mattress, and our Customer Care team requested that your replacement be prioritized. As an apology for the situation, Our Customer team provided additional reimbursement and two complimentary pillows. 

  Our Customer Care team is in communication with our Manufacturing Team to try and get an update for you — and they continue to monitor the situation. Our Manufacturing Team is experiencing a high volume of orders and is working diligently to complete all orders, including your replacement mattress. As the replacement is going through our Manufacturing Team, there is no new order number. Once your replacement is ready to ship, you will receive tracking information. 

  
  We do our best to make our processes clear to our customers, so they know what to expect, and we apologize that your experience has not been everything you hoped it would be. Our Customer Care team will contact you directly as soon as they have a proper update for you. Of course, if you wish to cancel your order and receive a full refund, we can accommodate to do so. For any questions about your order, please call ************** to speak to our Customer Care team directly.
  
  

  Customer response

  29/09/2021

  
  Complaint: ********
  
  I am rejecting this response because: this is not an attempt to resolve issues in Goodmorning’s manufacturing and shipping. I would also add that it has become clear that GoodMorning’s internal communications are at issue, as the manufacturing department have repeatedly failed to offer any update to customer services. Furthermore, the proposed resolution of canceling the order is disposable, it demonstrates that we, as customers, are disposable. It cancels the issue, discarding us, treating us like we are the ones at fault, rather than adequately apologizing for letting down paying customers. 
  

  When we made this order, we were given a 7-15 day estimate for delivery. My wife and I have been sleeping on air mattresses since moving into our first home in the country (nice “welcome to Canada” GoodMorning). We have consistently been given feeble apologies and no realistic estimates on when we will actually receive the product we paid a premium for. 
  

  My proposal for an adequate apology is a 50% refund and a mattress delivered within the next 7 days, this 7 day turn around should be more than achievable if GoodMorning is the company they advertise themselves to be. Personally, if I was running the business myself, I’d be so embarrassed I would personally apologize, issue a 100% refund, and still deliver within 7 days, but I recognize GoodMorning likely doesn’t have such capability.
  

  I am offering GoodMorning the opportunity to fulfill our contract, and deliver the product promptly. I will still accept the product, which we need urgently. Any apology on top of that will help us to understand that this isn’t standard operation for the company, and they are truly regretful. I am, ultimate, offering GoodMorning the opportunity to actually make this right.

  Sincerely,

  ****** **********

  

  Business response

  29/09/2021

  Hi ******, 

  
  We are sorry to hear about your sleeping arrangement and appreciate your feedback — it has been passed on to the appropriate parties for review. We value all our customers and always aim to provide them with the necessary information to make the right decision for themselves. Although we hate to see our customers go elsewhere, we offer them the opportunity to cancel their order and receive a refund so they may find a mattress that can be delivered within the timeline that works best for their schedule. It was not our intention to offend you by offering this option.

  
  We do our best to inform customers that our mattresses are made to order. Additionally, we provide shipping and delivery times across our website to give insight into how long it may take to receive a new mattress. Shipping and delivery timelines are separate. Although our mattresses ship within 1-15 business days, there is an additional 1-7 estimated business days for delivery. Depending on size and brand, it may take up to 20 business days (excluding weekends and holidays) to receive your order. We apologize if these timelines were not made clear to you and the inconvenience this has caused. 

  
  Our Manufacturing Team is experiencing a very high volume of orders and we are working diligently to complete all orders in a timely manner, including yours. Unfortunately, although our Customer Care team requested that your replacement be prioritized, they informed you that they could not guarantee exact delivery dates. They also communicated that shipping and delivery timelines could be similar to your original order. We regret that your experience has not met your expectations. However, we cannot provide additional reimbursement as our Customer Care team has already provided a partial refund and complementary products. 

  
  Our Customer Care team sent you tracking information for your replacement mattress on September 27, 2021, and arranged for you to receive alerts once ***** picked up and scanned the package. Sometimes our emails land in the junk or spam folder, so we recommend checking all your email folders if this email is not in your primary inbox. According to the ***** website, your mattress is in transit and on its way to you. 

  
  We hope you love your mattress! Should you need anything else, please contact us at *********************** or call **************. 
  

  
  

  Customer response

  29/09/2021

  
  Complaint: ********
  
  I am rejecting this response because: inadequate response. I believe the company only shipped a mattress upon receiving contact from

  the BBB, and value their public reputation over the actual customer experience. I will except an apology in the form

  of a partial refund to compensate us for this experience - at that point I will be able to believe that this is not standard practice, and that GoodMorning values it’s customers. Goodmorning’s behavior cannot just be explained away.

  
  
  Sincerely,
  
  ****** **********

*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. ↩