ComplaintsforThe Maple Bed

• Initial Complaint

  27/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought queen mattress from Maple bed ans received it on June 15th, when I installed it on the 18th I noticed that the sizing was wrong. It's 78"x58" instead of the regular 80"x60". I sent an email on the 18th to see what solutions they would have, no answer. I tried calling them but it goes to voicemail, again no answer for a call back. Chat on their website in the morning of June 22nd (Stephanie) and was told she was stetting-up a call for 3pm, nothing. Sent a second email on the 24th no answer. Therefore I think that the company is guilty of false advertising when it says that you can contact them for help and regarding it's return police. Since I did not get a response for a replacement to a "defective" product I have asked them for a refund, but nobody is answering to any of their advertise client services chanels.

• Initial Complaint

  23/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered a regular Queen size mattress from Maple Bed on December 1, 2021 and received the wrong size mattress - a "short queen" that's 6 inches shorter than a regular mattress and meant for an RV. I contacted the company via email on December 16th to report the problem. y message went unanswered, so I sent a second message and took to ******** where I got a hold of someone on December 21, 2021. I provided photos of the problem and the person acknowledged that this was not normal. They committed to sending us a replacement but asked if it could be done after the Holidays since their factories were just about to close. I agreed and they promised to reach out as soon as possible to get this sorted. By January 9, 2022 I had not heard from anymore so I reached out again via ********. I heard nothing and tried again on January 12th and 18th. Finally, on the 18th, someone responded saying that our mattress is in production and that we could expect a tracking number within the next week. We waited again and did not get the promised tracking number within that timeframe. I messaged again on January 29th asking for an update and got no response. I followed up on February 2 and someone responded on the 3rd after I left a negative public review promising me they'd look into it with the support team and get back to me. I responded on the 4th asking why this is taking so long and why they aren't communicating with me. They replied on the 5th that COVID is causing issues but that they would get back to me by the following Mon-Wed (Feb 7-9) with a proper update and delivery dates. I heard nothing again within the promised timeline and checked in on the 10th and the 12th. Zero response. by the 14th, I let them know that I needed a resolution within 48 hours before I took further steps to get this resolved. They again chose to ignore my message (******** shows that they read them all, however) All we want is the correct size of the mattress to be sent to us ASAP.

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