Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  dear Better Business Bureau,i purchaseda T&F mattress on 4/19/24 through ******. i made this purchase based on several friend recommendations and extensive online research. i figured if i spent more money on a nicer mattress, it would take care of me and last a long time.upon switching to my new mattress, i noticed some twinging in my low-back. it wasnt painful, so i figured my spine was probably just adjusting to my new mattress ... however, since the initial purchase, this low-back twinging has steadily has increased to the point of pain that's intolerable and undeniable. i'm in excruciating pain when i first wake up in the morning, every morning.i've been sleeping witha pillow under my knees to try to mitigate the sag under my hips, but this is a temporary solution at best.i didn't reach out to T&F during the 100- night free sleep trial because idesperatelywanted this mattress to work out and my ************* didnt manifest until AFTER the sleep trial had expired. when i finally reached out to T&F a few weeks ago, they informed me that since there isnt a physical defect with my mattress, they won't do anything to help. i spent half my savings on this mattress, and i can't afford to replace it.if thisT&Fmint mattress is too soft for me (a 6'2, 200 lb, back-sleeper), i suspect this issue will apply to MANY other humans out ******** summarize: i purchased a T&F mattress for $1851.79, and i've proven that it's destroying my low back ... but T&F says there's nothing they can do to make this right. Tuft & Needle lacks any sense of integrity and regard for its customers its solely about making money at the expense of their ************ asking for a full refund from T&F, so i can purchase another mattress that wont damage my spine. thanks so much for your assistance. gratefully,****

  

  Business response

  12/18/2024

  Hi ****,

  I'm so sorry to hear about your back pain. As someone who experiences back pain myself, I can truly empathize.

  We offer a 100-night sleep trial to ensure customers have time to try the mattress at home and determine if the comfort (size, pressure relief, support, cooling, etc.) is the right fit for their sleep needs. We understand everyone is different, and unfortunately, there has yet to be a one-size-fits-all mattress developed. After the 100 nights, we no longer offer returns or refunds on our products.

  We do provide a ten-year limited warranty on our mattresses that covers any physical defects like sags or compressions that impact the quality of the mattress. In this case, we were unable to confirm a defect in your mattress and do not believe a warranty replacement will solve your problem. If the mattress is simply too soft to fit your sleep needs, a replacement will quickly pose the same issue.

  You mentioned wanting a refund. Any refund or exception to the 100-night return window would need to be discussed with ******, your point of purchase.

  In her email, ******** mentioned that a firming topper might help. We have had customers use these with great results.

  You are welcome to file another warranty claim in the future if your mattress does develop a defect covered by our limited warranty. I know this is not the answer you were hoping for, but I wanted to provide as much information as possible about our policies and ability to help here.

  Thank you,

  Customer response

  12/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory. however, *** been able to process a refund through ******, so no further action is required. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  i would like my story to be shared as a review for potential future customers who may experience the same misfortune with Tuft & Needle  

  
  Regards,
  
  **** ***********
  
   

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/28/23 I purchased a T&N Signature 9.5 mattress from ******. It arrived with a very strong petroleum odor that did not dissipate even after being aired out on a screened in porch for days. We contacted the company and was told that this odor is not normal and were sent a replacement. This replacement mattress had the same strong odor and after several months we have had to remove it from our childs bedroom due to headaches and an uptick in her asthma symptoms. We contacted T&N again, to file a warranty claim, and were told it does not fall under warranty and that there is nothing they will do for us as they had already sent a replacement. As we have previously owned (and loved) three other T&N mattresses, we know that there is NO odor within 1-2 days after unboxing. I strongly feel that this falls well under "Any manufacturing defect, including faults in materials or manufacturing defects as laid out in the warranty. If no odor should be present, there is obviously a defective material used in manufacturing to cause this smell. Also, as we are not a chemically sensitive family, the issue does not appear to be excluded under "(g) individual or personalized allergies and sensitivities; and (h) naturally occurring cotton, fabric or foam aromas." I have been in touch with ******, their insurance company, and both have stated this is a manufacturing issue. I have offered to have T&N (or the parent company, *******) come out and assess the issue, but I was told they do not do that. I am happy to send along any documentation needed, including receipts, email exchanges etc. I am seeking a refund for the $511.69 we paid for this defective mattress. I have help on to this mattress for this purpose and will be happy to return it for this full refund.

  

  Business response

  11/12/2024

  Hi *********,
  
  Thank you so much for sharing your feedback and experience with us. I'm very sorry to hear about the frustration and potential loss of sleep this issue has caused you. I want to see if we can help resolve this for you.
  
  I understand that my team has informed you that scent issues are typically not covered by our limited warranty, as they are usually related to customer preference or sensitivity. However, I appreciate that you mentioned having had several T&N mattresses in the past without encountering this issue.
  
  Since you made your purchase through ******, we unfortunately do not have access to your funds and are unable to process a refund directly. What we can do is send you a replacement mattress to see if that resolves the problem.
  
  I will have someone from our team reach out to you tomorrow to discuss this possibility further.
  
  Warm Regards,
  
  ***** *****
  

  Customer response

  11/14/2024

  Below is a copy of the email I have sent to the manufacturer in response to the offer to replace the product. As we have already replaced the mattress with one from another company, a replacement would not be helpful. We also feel it would not be helpful due to the possibility of the same odor issue. Again, I am kindly requesting a refund for a return of the product.
  

  Hi *****, 
  Thank for your very kind words and attention to this matter. I deeply appreciate it. Unfortunately ****** is not able to provide a refund as they have a fairly small refund window and I was working with Tuft and Needle directly during that time. I have discussed this issue with their insurance company as well and they are unable to put a claim through due to this being a manufacturer issue. They both have referred me to you, the manufacturer. 
  
  At this time, I have already purchased a mattress from another company as I needed one right away and did not want to risk another mattress with the same order.  Unfortunately it seems that materials have changed in production of your mattresses and the resulting odor is not going to work for us. 
  I am kindly requesting a refund of this product. I still have the mattress in my possession as I did not want to get rid of it until this was resolved. I will happily send it back to your company in anyway that I can for this refund.
  Thank you,
  ********* Jascot 

  

  Business response

  11/15/2024

  Hi *********,

  Thank you for your response. I understand that you are not interested in a replacement at this time as you have already replaced the mattress. Unfortunately, we do not have access to the funds you used for this purchase since Target was your point of purchase. We will not be able to issue a refund for this issue.

  The issue does not qualify for a warranty replacement under the terms of our warranty, but if you change your mind and decide you would like a replacement, the offer to send out a replacement as an exception to our policy is applicable until January 31, 2025. Feel free to reply directly to the thread with ***** if you decide to take us up on this offer.

  Thank you, 

  ***** Scott 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Tuft and Needle mattress and am attempting to return as the mattress was incredibly firm and not cooling as advertised. The website made it seem this would be an easy process, but it has been a nightmare both attempting to contact customer service and receive a response as well as to have this returned/donated. I have been going back and forth with them for about a month with no end in sight, communicating with ************** who continues to lie. I wanted to donate this as a landfill is incredibly wasteful, but the company is now saying *************** a charity they list multiple times in their own suggestions for mattress removal and disposal, is not an approved charity. They said this was because some locations do not accept mattresses, but are not willing to make an exception as my local one does. Their website has several instances of conflicting information with this, but customer service is denying this and swears they make this clear (which they do not). They do not even follow their own policy and cannot get a straight answer. They have also shared all of my personal contact info with an external company, RXO, to pick it up without my consent and this company has proceeded to contact me repeatedly in all forms multiple times a day. This is a huge privacy violation and I had to block the companys messages because they were contacting me so much.I want a refund and to be able to donate the mattress as your website outlines. This return option has been scammy, and I will never buy from this company again. Terrible experience and do not recommend at all. For this price, buy a real mattress instead of a foam in a box version, because customer service does not care.

  

  Business response

  03/05/2024

  Hi ****,

  I am so sorry to hear you aren't happy with your return experience with Tuft & Needle. I understand a mattress is a big, important purchase and feeling like it's been more difficult to return than you expected is disappointing. 

  After reviewing your correspondence with our internal Customer Experience team (updated as of March 4, 2024) I can see that we have agreed to make an exception and you will be donating to your local *************** It appears you have your pickup arranged for next week. As soon as we have the photo of the mattress being removed via the ************** truck we will process your refund right away.

  We appreciate your feedback on our website, we will be reviewing the information provided on how to donate an "old mattress" versus how returned mattresses must be managed to ensure we are being as clear as possible.

  Thank you!

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

   

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a matress from Tuft & Needle because of their 100 day trial period. I have tried it, and the matress was not for me. This complaint concerns the advertised return policy. I initiated my return and was told that I had to find a charity that would accept the matress, and then I would receive my refund. According to the T&N return policy, they will provide a list of organizations and will assist with the return. I was not provided a list of charities pursuant to this policy. I have attempted phone calls and emails several times and received no response or assistance. I am unable to return the matress and receive a refund without a list and without assistance. T&N is not abiding by their own stated return policy and I cannot receive my refund. Horrible customer service that just disappears when you ask any question and hangs up while asking a question.

  

  Business response

  11/13/2023

  Hi *******,

  Thank you for taking the time to share your feedback and frustration regarding your recent experience trying to contact Tuft & Needle. We understand prompt and actionable communication is key to good customer service and we have let you down.

  We are experiencing a large volume of contacts and are taking longer than we would like to respond. I am so sorry our delay in getting back to your emails caused concern over our return policy.

  Someone on the team will reach out to you today to process your refund and share options for the mattress removal. 

  Please don't hesitate to reach out if there is anything I can help you with in the future.

  Warm Regards,

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

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

*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. ↩