ComplaintsforAmerisleep

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28, 2023, I bought an "Organica" Cal-King size mattress from Amerisleep based on their advertising a 20-year warranty. Around March of 2024, the mattress started to get soft spots on both sides. These soft spots started to get bigger and eventually the mattress became unusable because of severe back pain and sciatica it created.I contacted Amerisleep and talked to ***** via email, reporting the issue. He asked that I start a formal complaint and take various pictures, which I did. I was then contacted by ******** asking to take more pictures, which I did. ******** then emailed me back saying that "Based on the images you've submitted, your mattress does not display a visible indentation deep enough to qualify as a manufacturing defect" and the warranty would not cover it, and once your mattress meets the criteria outlined in our warranty policy, feel free to reach out and we will review accordingly, totally ignoring the fact that we cannot use the mattrass at all anymore. After that, he had the gall to send me a customer satisfaction survey. The measuring techniques I was asked to perform and take pictures of do not show the underlying soft spots and indentations of the mattress. The problem cannot simply be shown by measuring a surface indentation. The 20-year warranty is absolutely useless in my case, and after less than a year, we cannot use this mattress any longer. I was going to accept a replacement hoping for a better outcome, but now I am asking for a full refund.

  Business response

  06/12/2024

  Thank you for your feedback regarding your Organica Cal-King ******** and our warranty process. We apologize for the inconvenience and frustration you've experienced.
  
  We aim to ensure all customers have a comfortable sleep experience. Upon reviewing your images and information, our team found no visible indentations deep enough to qualify as a manufacturing defect under our warranty policy.
  
  We understand your discomfort isn't visible in the pictures and regret any distress caused. Our warranty covers specific manufacturing defects, and without visible indentation, we can't honor the claim for a replacement or refund.
  
  However, we value your satisfaction. As a goodwill gesture, we can offer a 50% discount on a new ********. Please contact our customer service team to discuss this option further.
  
  Please note, using a solid, flat surface is essential to avoid such issues. We believe the uneven box spring *** have caused the problem.
  
  We apologize for the inconvenience and appreciate your understanding.

  Customer response

  06/12/2024

  As seen in the numerous photos I provided, it is not a boxspring that we have, it is a box without springs in it that might look like a boxspring to you, and is actually topped with sturdy plywood. Hence the response that the "uneven boxspring" has caused the problem is not valid. The mattress is sagging on both sides and so much so that I am unable to sleep on it. I again reiterate that the indentations and sagging cannot be seen by just sending you measurements via photos, even though there are clear indentations and sagging spots visible in the photos as well.

  As such, I request a full refund, based on the warranty. I would rather avoid going to court over this. 

   

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a problem with their mattress topper it continually slides to the bottom of the bed and pulls the bottom sheet off of the bed. I asked about this before I bought it and was told that it would work great on an adjustable bed

  Business response

  12/21/2023

  Hello all,

     We have reached out to this guest and have come to a resolution for this matter.  We are currently refunding a partial amount to this guest.

  Thank you,

  ***********

  Customer response

  12/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  October 6th, 2023 Order #******* Purchase Amerisleep foundation. This was an online purchase. Their website has several references to the following where the details on their foundations are posted: "We only advise making sure the slats are thick enough and wide enough for sag-free support, with no more than **** inches between the slats. Too-wide spaces leave room for the mattress to dip between the slats, causing premature loss of support". They also show pictures which make the foundation appear to have a solid slat base and use the term "slat pack system" as a superior slat system. The spacing of the slats was of premier importance to me as it is recommended by most mattress manufacturers that slats should be no more than 3" apart for a foam type mattress. The foundation that was delivered to me has slats 5 inches apart, almost twice the recommended spacing on their own website. The slats also don't fit well between side railings and have to be forced in. Lastly the box arrived completely beat and ripped up, as was the fabric on the inner side of the side railings. I provided pictures of the box, the ripped fabric and the slats. Because the slats are covered in fabric (however nothing like pictured on their website) it is a little hard to tell but the slats have 5 inch gaps between 3" slats with a total of 10 slats in a queen size 80 inch length. They offered a $75 credit for the ripped fabric and suggested i buy extra slats to fill in the spacing. They also have no warnings when placing the order that their foundations are not returnable and all sales are final, thankfully I did not buy one of their mattresses. Requests to speak to a manage during business hours were denied telling me none were available. Twice i was told they will contact the support team to follow up at what felt like a delay tactic.

  Business response

  10/25/2023

  Hello BBB and ******,

     We are currently working with ****** to have this item picked up from her home and a refund issued.  We will update here once these steps are complete.
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress from Amerisleep in April 2023. After using it turns out the comfort and side support has become troublesome for us. In addition, the mattress is causing allergies for my spouse. **************** only provided statements as to what the mattress is able to do and guiding me the 100 day trial period page on the website and stating the policy is very strict and they ****'t do anything. I requested they do a partial refund because the mattress is unusable by me due the medical concerns and they were not willing to do anything at all and stated this is the only solution which is keep the mattress and no refunds of any kind.

  Business response

  05/20/2024

  We regret the inconvenience and frustration you've encountered with your recent purchase of an Amerisleep mattress. Your feedback is invaluable to us, and we are committed to ensuring your satisfaction.
  
  We understand the importance of a comfortable and allergen-free sleep environment, and we're truly sorry to hear that the mattress hasn't met your expectations. Our goal is always to provide products that enhance your well-being and quality of life.
  
  In light of your concerns, we'd like to offer a resolution. We are prepared to provide a partial refund for your purchase as a gesture of goodwill and to address the issues you've raised. Please reach out to us directly at your earliest convenience, and our customer service team will promptly assist you in arranging the partial refund.
  
  Your satisfaction is of utmost importance to us, and we are dedicated to resolving this matter swiftly and to your full satisfaction. Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we work to make this right for you.
  
  Thank you for choosing Amerisleep. We look forward to resolving this issue together.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress with a 10 year warranty in 2019 from Amerisleep. 2 years in (2021) it had to be warrantied. 2 years later again, it needs to be. I've sent in all of the photos and documentation they've asked. Both last time and this time they made me strip apart the bed multiple times as they wanted more photos. I even gave them the same escalation photos they asked for last time. They told me it would be 2 to 3 days and I've heard absolutely nothing. I'm a disabled ************ veteran in the main reason I got their bad was they promised it would help my back. Sadly I sink in and there's holes (soft spots) that basically provide me no support..

  Business response

  07/21/2023

  Hello all,

    This customer is currently having there warranty claim reviewed and fulfilled.  This ticket was opened with our company on Monday July 17th.  We have been in communications with this guest daily, and are currently waiting a reply from the guest with a current shipping address.

  Thank you,
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 10, 2023, I placed an on-line order with Amerisleep to purchase Queen size Cooling Mattress Protector at a cost of $90.00 (free shipping). I received a confirmation email at 9:24pm on 5/10/2023 and was given an order number #*******. On May 17, 2023, I received an email at 6:13 pm that Amerisleep was going to "up-grade" my order by providing me with a new and improved cover, at no extra cost. "We have some fantastic news for you! As a valued Amerisleep customer, we're delighted to inform you that your recent order for our mattress protector will be upgraded - free of charge - to our brand-new Amerisleep Cooling Mattress Protector!...."On May 26, 2023 the product was delivered with a confirmation email sent at 11:21am. What I received was a fitted plastic sheet! This is not the product I ordered (and this is the 3rd protector from this company, so I know what I should have gotten). If anything, this protector should have **** better than what I had hoped for. On June 6, 2023, I reached out to the customer service department. The representative asked me to send pictures/video of the product. I sent pictures. On June 7th, the company emailed me stating they could neither send me the correct protector or refund me. I was more than willing to send back the one they sent me (at their cost). On June 13, 2023, I called customer service again, this time including a video. On June 15th, I received the same response from the company. " We regret to inform you that the waterproof mattress protector is a nonreturnable item, as stated in our return policy. This policy is in place due to hygiene considerations and to ensure the highest standards of cleanliness and customer satisfaction. We understand that this news may be disappointing, and we genuinely apologize for any inconvenience it may have caused you."They made the mistake and need to make it right. I did NOT change my mind.Your site would not allow me to upload the video.

  Business response

  06/16/2023

  Re: BBB Complaint ID: ********
  
  Dear *************,
  
     We are writing in response to your recent complaint filed with the Better Business Bureau regarding the refund for your purchase. We sincerely apologize for any inconvenience or frustration this matter may have caused.   After a thorough review of your case, we understand the importance of resolving this issue to your satisfaction. We take our commitment to customer satisfaction seriously and would like to inform you that we will honor your request for a refund.
  
     We apologize for any confusion or delay in processing your refund initially. Our team has taken immediate action to rectify this situation, and we are currently processing your refund. You can expect the refund to be issued within 5-7 Business days. We will also reach out to you separately to provide more specific details regarding the refund process.  At Amerisleep, we deeply value your business and want to ensure that you have a positive experience with our products and services. We appreciate your patience and understanding throughout this process, and we apologize once again for any inconvenience caused.
  
  Should you have any further questions or concerns, please do not hesitate to contact our customer support team at **************. We are dedicated to resolving this matter to your complete satisfaction.  Thank you for bringing this issue to our attention, and we appreciate your understanding as we work to rectify the situation. We remain committed to providing exceptional service and addressing any concerns promptly.
  
  Sincerely,
  
  ************************
  Amerisleep

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase: Aug 29 2016 Total price for this purchase: $98.44 I purchased this Memory Foam Pillow along with one of their memory foam beds(separate transaction). This pillow came with a 10 year warranty. Recently I noticed the foam core on the pillow was cracking and ripping. So I contacted the seller about the warranty process. I was instructed to send in photos showing the issue. Which I did. They replied back saying the photos showed improper use and denied the claim. When I inquired to how a pillow could be improperly used, they stated I had been "bending and folding" the pillow. This is false. The only thing I have done with the pillow is lay my head on it when sleeping!I spent thousands with this company and find it beyond sad they would blame the consumer just so they dont have to honor their promised warranty. From reading around the internet, I see I am not the only consumer they have wrongfully denied claims for.I also left a review of my experience on their website, and they refused to post it. Pretty shady business practice.

  Business response

  05/11/2023

  Dear *****,

  Hope you are doing well.  Thank you for reaching out.  Regarding your recent warranty claim for your Amerisleep Comfort Classic Pillow, I understand that you were disappointed to learn that your claim was denied due to evidence of improper use or care of the product.
  
  Our warehouse team carefully examined the condition of your pillow and determined that there has been extensive pulling, and folding (fluffing), which is not classified as a manufacturing defect but rather normal wear and tear. As a result, we cannot offer a free replacement or refund with your 10-Year Warranty for this product as this claim is ineligible based on the pre established terms. 
  
  I know this news may be frustrating, and I want to assure you that we take all warranty claims seriously and thoroughly evaluate each case. Our warranty covers manufacturing defects only based on the intended use, care, and design of Amerisleep products.
  
  We understand that accidents happen, and we are always here to help you find a solution. Our latest design and technology of the Comfort Classic Pillows are available for purchase with 10% off discount using promotion code TAKE10.  l If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your business and value your loyalty to Amerisleep.

  Customer response

  05/11/2023

  With all due respect, that's garbage. My pillow has never been folded or bent. Who does that with a pillow anyway? My pillow has never left my bed and has been flat since the day I purchased. Your warranty clearly states it covers damage to the foam core. I have damage to the foam core from normal use. Not bending or folding. 10% off another purchase when you refuse to honor your guaranteed warranty is insulting. 

  Business response

  05/14/2023

  Hello *****, 
  
  After careful review of your claim, we regret to inform you that we are unable to overturn the warranty determination.
  
  We understand how frustrating this news must be, and we want to assure you that we have explored every possible avenue to resolve your claim in a satisfactory manner. Unfortunately, due to the circumstances surrounding your claim, we are unable to offer a replacement pillow under warranty.
  
  However, we value you as a customer and would like to extend an alternative solution to ensure your satisfaction. As a gesture of goodwill, we are pleased to offer you a 30% discount on a replacement Comfort Classic Pillow. This offer is our best and final offer for ineligible claims, and we hope it will help to provide a suitable resolution.
  
  We sincerely apologize for any inconvenience this situation may have caused, and we appreciate your understanding in this matter. We remain committed to providing our customers with the best possible experience, and we hope that this alternative offer will help to restore your confidence in Amerisleep.
  
  Thank you for your continued loyalty, and please do not hesitate to contact us if you have any further questions or concerns.
  Best regards,
  Amerisleep

  Customer response

  05/19/2023

  I decline the 30% off offer. After this issue with your fake warranty, I will be taking my money and business elsewhere, to a company that honors warranties and appreciates their customers. Clearly that is not Amerisleep. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 02-11-23 since the website did not specifically specify the Amerisleep foundation wood slat spacing (which was very important to me and I wanted one with spacing 3 inches or less to ensure my mattress is properly supported) I reached out through the companies website and utilized their chat feature. I chatted with ***** and ****** at the ******* Amerisleep Galleria who confirmed the slat spacing on the foundation was **** inches. On 02-12-23 I received a call from *********************** from the same **************** who advised she got my phone number from the cart I had started online and she was calling to answer any questions I had. I again asked her what the the slat spacing was and she said **** inches and she stated there is no way Amerisleep could sell a foundation with wider spacing because their own mattress warranty requires spacing of ****. I made the purchase of the foundation on 02-13-23. The foundation was delivered to my home on 02-21-23. I opened it and did not see damage even though box was very damaged however the wood slat spacing was actually 5 inches, no where near the **** inch spacing I was promised. I called the ******* store right away and spoke with ***** who advised I should assemble the bed foundation and send pictures of the spacing, and assured me they would resolve the situation since I was given wrong information about the product. He admitted he even measured the foundation himself the day of the chat on 02-11-23 but he measured one in the store that now he realized they dont even sell anymore. I sent photos showing the 5 inch spacing. After that day no one has called me or contacted me so I kept calling being reassured each time they were still working on it. Tuesday ***** I still had not heard anything so I sent ****** an email advising to please contact me with how they could resolve. She sent email that because Helix (the brand of mattress I have) doesnt require 3 inch slats the sale is final. I request a refund or more slats.

  Business response

  03/02/2023

  Hello, 
  
  Thank you for reaching out. 
  
  We are deeply sorry for any confusion or frustration that you may have experienced due to our team's miscommunication of our product specifications and warranty terms. It is not our intention to mislead our customers or provide inaccurate information.
  
  To clarify our warranty terms state is ****" for foundation that are not purchased with our brand. However consumers who purchase an Amerisleep mattress and foundation combined will still have a valid claim honored because the Slat-pack system with the Amerisleep Foundation reinforce our slats with center supports to keep you and your mattress sufficiently supported.
  
  Our Galleria team may have mistakenly quoted our standard warranty instead of the specific product specifications. We understand that this may have caused you additional stress and frustration.
  
  While we acknowledge that you may still have been dissatisfied even if you had confirmed the specifications prior to purchase, we understand that this situation could have been handled better if we had provided our staff with the proper knowledge and information to accurately guide our customers. 
  
  You have been granted a return for this final sale item and your refund is currently being prepared in light of this experience. 
  

  Please let us know if you have any additional questions. 

  Customer response

  03/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a firm mattress from Amerisleep 09/29/22. After we slept on it for a week the mattress belied in the center and we couldn't sleep on it. I've called our salesperson and she left a message and sent an email to the customer service. No respose at all, just propaganda emails. Finally got an email letting me know that we're still covered under 20 yr. warranty and asked what problem we have and to take pics of the mattress,the tag, order# and the spring box we bought brand new. I've emailed the pics 11/02/22 and, of course no response. I've called the cusomer service 12/06/22 and *********** asked again for the pics, which I have provided 11/02/22, asked again about the spring box and the delivery address. Didn't understand why because they have delivered the order to our address. Called again12/09/22 spoke to Storm and was told that the warranty department will reevaluate and get back to me.It is very disappointing and frustrating. We haven't had a mattress to sleep on for over 2 monts and nonexisting customer service.At this point, I'd like to get a refund and purchase a mattress from somebody else.They also advertise a 100 days trial period to test and return at no cost.Thank you ***********************

  Business response

  12/20/2022

  Hello *****, 

  We apologize for the delay in response. This is due to high demand and an influx of customer contacts. 

  I have reviewed your ticket details and have determine the photos that were requested were successfully received and deeply apologize that you were not provided a determination on this claim as of yet. 

  Based on the documentation you have provided you have been using a traditional box spring for your foundation under the AS1 Queen all foam mattress. 

  Amerisleep mattresses are designed to be used on solid, non-spring foundations (with a slatted or solid surface) and platform bed frames, and they can also be paired with an adjustable bed base. A box spring is only allowed to be used with at least a three-quarter inch (****) sheet of moisture-resistant plywood placed over the entire box spring, as this creates a solid barrier between the mattresses base and the box spring's inside coils/wires. 

  Insufficient substitutions for this material, improper foundations, platforms, box springs, or other bases on which the mattress is placed will void your Amerisleep mattress warranty and all other expressed or implied warranties.
  
  The box spring in use will cause premature sagging of a foam mattress. 
  
  You still have full use of your 100-Night Sleep Trial and since you have requested a refund as your desired solution we will send you the steps to complete a mattress removal but please keep in mind wherever you may purchase next if it is a foam based mattress it would be best to have a solid platform or slats no more than 2" in spacing for optimal support and longevity in your product. 

  Please let us know if you have any additional questions or concerns. 

   

  King Regards,
  Amerisleep

   

  Customer response

  12/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  

  For your information, and I repeat, the spring box has a solid base. I've emailed you several times the pictures and the tag from *****, where you can clearly see that.

  I'll accept the refund.
   

  
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amerisleep has a 100 day sleep trial with description here : https://amerisleep.com/sleep-trial I ordered bed on May 30th, 2022 Bed delivered on June 7th, 2022 (this is when sleep trial starts)I requested a return on August 2nd, 2022 (56 days into the sleep trial)I have e-mailed, called, and have full documentation. The company continues to ignore my e-mails (or asks me to open up a new ticket and provide proof of the original return e-mail)And their phone number ************ does not go to a Live Person -- Do not purchase from this company. -- 100 Day Sleep Trial is a scam -- Memory foam mattress is terrible quality (hence why I want to return)To resolve this complaint I would like a check for the full amount mailed to the address on the order.Amerisleep Support Ticket numbers: ******, ******, ****** I've been holding on to this bed for 184 days now and no longer have room to store it. I'm going to throw the bed away. Amerisleep will probably say that voids the 100 day sleep trial but they are really in the wrong here by not having any communication with the customer.

  Business response

  12/09/2022

  Hello ****, 

   

  Thank you for speaking with me. 

   

  As we discussed your return request was originally denied as the accessible communications indicated that are return was not requested until 11/8/22 after the conclusion of your 100-Night Sleep Trial on 9/27/22. 
  
  You were able to provide me a transcript of your original attempt to request a return and we have now schedule a mattress removal for your purchase. 

  We are terribly sorry for the confusion and delay and appreciate you allowing us the opportunity to adequately address your concerns. Once your mattress removal is complete we will prepare and process your refund. 

   

  Please let us know if there is anything else we can assist you with. 

   

  Warm Regards, 

  Amerisleep.com 

*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. ↩