ComplaintsforAmerisleep

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an Amerisleep mattress in Oct. 2022. ******** arrived Oct. 16, 2022. The box was destroyed. Call company told to open box & look for damage - none found. After a few nights sleep we noticed the bed was dipping in the middle - rolled to the middle of the bed. Inspected mattress and it seemed / looked like spring were missing from the middle of the back of the mattress. There was a divot on the back. Chatted with ****** (same person we made the purchase with). He asked for pictures which we provided. ****** then wanted pictures of the box - provided on November 1, 2022. No response no communication. Chatted with ************** Sent her the same pictures at her request. No response. Called customer service talked to Storm - sent her the same pictures - no response. Called customer service again talked to *********** - couldn't me anything. We called the store on November 23, 2022 talked with ****** "absolutely I have a few calls to make then I'll call the warranty department and call you back" it's December 6, 2022. The store will no longer answer our calls and we have no resolution. We need help getting this mattress issue resolved. We need our mattress replaced as we are now having back issues do you the sinking in the middle of the mattress. Please help. Thank you.

  

  Business response

  12/07/2022

  Hello ******, 

  I appreciate your patience. We apologize for the delay. There has been an influx of customer interactions, and we are working on them in the order they were received. 
   
  At this time, our Product Quality & Warranty Team is requesting additional documentation to move ahead with the determination of your claim.
   
  Please follow the steps below.
  
  What We Need:
  1. Please share a legible photo of the manufacturing law tag for your mattress so that we may share your claim with the proper warehouse that has fulfilled your order and request a replacement accordingly. 
  
  We appreciate your cooperation while we work to finish your claim.
  
  Please let us know if you have any additional questions or concerns.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer response

  12/07/2022

  I am not accepting this response.  We have submitted ***** photos at their request to this point and no action has been taken by Amerisleep.  Additional photos are being sent today 12-7-2022. I will wait to see what communication I receive from Amerisleep in the near future.

  

  Business response

  12/12/2022

  Hi ****** and ******,
   
  At this time, we've just placed a new order for your free warranty replacement under order number (2084690). It appears the main reason for the confusion and repeat request were that there were mulitple email addresses used to submit photos to customer service and it was not clear that we also needed photos of damaged found after the product was opened. We are so sorry for the confusion. 
   
  Please allow 7-10 business days for this item to ship. 
   
  Once your new product arrives, please donate/dispose of your original shipment using your local trash pickup service, donation centers, or recycling facility of your choice. 
   
  We also recommend the services of ****** to help you remove your existing product(s).
   
  Please let me know if you have any additional questions at this time.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer response

  12/14/2022

  I am going to wait until the mattress arrives to accept and close this complaint.

   

  Thank you,

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

• Initial Complaint

  11/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My designer and I placed an order (*******) and quickly realized we needed to cancel. Both of us called AmeriSleep customer service and tried to cancel and process a refund. Despite customer service telling us the order was cancelled, the base and mattress pad were sent several days later. We had to refuse delivery and call ***** and **** Now we are out of pocket a large sum of money and are facing a restocking fee for something that we canceled. It has been over 5 days and there has been no refund.

  

  Business response

  11/18/2022

  Hello ******, 

  Thank you for reaching out. I have reviewed your help ticket details and determine the fee can be waived for your order. The terms & conditions agreed to with every purchase states, purchases that include an adjustable bed base will be considered final sale once it leaves our warehouse (typically ships in 1-3 business days) and if a cancellation is requested during transit or delivery is refused 30% off the Retail price (before promotions) will be assessed as a restocking fee. Returns for this product are not accepted after delivery. 
  
  There was a a 24 hour delay in correspondence for the cancellation to be completed (cancellation requested 7/11 order shipped 7/12; cancellation submitted to fulfillment center 7/12). 
  
  In light of this review we will waive this fee and I have requested for priority processing of your refund instead of standard processing. Please allow an additional 5 business days from the date of this response for your funds to be sent to your bank. Please note after the refund is sent there may be more time for your credit or debit card company to make the funds available this is not dictated by Amerisleep as it is based on the internal processing time for your banking facility.  
  
  You will receive a follow up email from our support system shortly to advise the refund adjustments. 
  
  Thank you for bringing this to our attention we appreciate your feedback and consideration. 
  
  Kind Regards, 
  Amerisleep 

  Customer response

  11/18/2022

  
  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,
  
  *****************************/***********************
  
   
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Amerisleep (amerisleep.com) for a king ** mattress on 9/4/22 for $1,349 USD. The mattress was delivered 9/17/22. We tried the mattress and it was not to our satisfaction. We contacted Amerisleep Customer Support to return the product after 30 days per the terms of their stated return policy. The mattress was picked up for return as authorized by Amerisleep on 10/24/22. Amerisleep replied that they were preparing my refund for processing on 10/26/22. Subsequent calls and emails have not been responded to and no refund has been processed as of 2:15pm EST on 11/16/22 (16 business days following acknowledgement of return).

  

  Business response

  11/25/2022

  Hello *****, 

   

  Your refund was prepared and added to the refunds queue as of 11/21 with an 18 business day processing time as our email update advised. We have expedited your refund and it has been sent to your credit or debit company. Please allow an additional 5-7 business days for your credit or debit card company to reconcile the funds into your account. 

  We appreciate your patience thus far. Please let us know if there is anything else we can assist you with at this time. 

   

  Kind Regards, 

  Amerisleep.com

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Amerisleep AS3 hybrid mattress on September 11, 2022. After completing the 30 day trial and deciding the mattress was not to my liking, per their policy, I contacted customer service on October 26th to initiate a free return.Customer service opened a ticket for me (#******* and asked me to prepare documentation for the return including photographic evidence, which I promptly submitted the next day. I was told customer service would respond right away to schedule a collection date for the mattress. 2 weeks later, after over 5 emails and 10 phone calls to their customer support, I cannot get a single response from this company. No one will respond to my follow up emails, voice mail messages, and the representatives from the customer support line do not pick up after holding for an extended period of time, simply redirecting to voice mail. No one will acknowledge my emails or confirm they have received the documentation and will initiate the mattress collection. After reading the complaints lodged with BBB, I am very concerned that Amerisleep is intentionally delaying the return process to avoid refunding me for this mattress. It feels very dodgy that I have essentially been "ghosted" after submitting the necessary return documentation. What company doesn't even answer their customer service calls or acknowledge receipt of numerous emails over the course of weeks? This is not acceptable for a purchase of this price range.Potential customers should be aware that Amerisleep's "free return after trial period" is at best fraught with difficulty and unresponsiveness, and at worst a completely dishonest scam to wear customers out and extend beyond the return period without refunding the customer.

  

  Business response

  02/21/2023

  Hello ******, 
  
  Thank you so much for reaching out. We are sorry for the delay in the handling of your refund processing due to a high volume of customer contacts our response time increased. Your refund was completed as of 12/16/22. We appreciate your consideration and the opportunity you have provided us. 
  
  Please let us know if there is anything else. 
  -------------------------------
  
  Always Appreciated, 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am seeking a replacement of Amerisleep mattress -order #******* AS3 Hybrid (Size: King (76" x 80") placed on 09/01/2020 for Grand Total: $1,469.30 USD After 2 years of owning this mattress, taking good care of it and following every guideline for the warranty , mattress developed a structural defect- there is a very noticeable 7 " rip in foam layer, foam sides are protruding through the mattress cover and if one lays on that mattress portion, can feel innerspring coils under the foam. As per Amerisleep company warranty policy, this type of defect in the mattress falls under full replacement warranty.On 09/26/22 I submitted an intitial complaint via Amerisleep customer service email ***************************** describing the issue and submitting multiple evidence pictures and the request for the defected mattress to be replaced with the same size and model. Same day, I received an automated email reply that my "request (#******) has been received and is being reviewed by our support staff. You should receive a response within 2-3 business days".There hadn't been any type of contact from Amerisleep. On 10/24/22 I sent an email asking for a reply and advised that I am preparing to file a BBB complaint.On 10/27/22 I submitted a second email complaint through the Amerisleep portal and via email ***************************** with all information and pictures and received a similar automated reply with request #******. Amerisleep is completely ignoring my emails.

  

  Business response

  11/10/2022

  Hello, 
  
  Thank you so much for reaching out. First and foremost we are sorry for the delay in response. We have received a high volume of customer contacts and are handling them in the order they are received. 
  
  You may have already received and email update from our logistics department as of yesterday. However, your claim is in review with the warehouse so that a free replacement can be issued. 

  We appreciate your patience thus far. 
  
  At the earliest opportunity please reply to the email our logistics department has shared so that we may confirm the intended shipping address. 

   

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

   

  Kind Regards,
  Amerisleep 

  Customer response

  11/10/2022

  Business reached out to  me and requested lots of additionnal pictures of mattress base to be submitted in addition to the ones I have already sent. The complaint resolution is pending their evaluation of those pictures.

  

  Business response

  12/01/2022

  Hello *******,
  
  I appreciate your patience. At this time, our Product Quality & Warranty staff is asking for additional documentation to move ahead with the determination of your claim. It appears only 1 photo was not shared so that we may proceed this photo has been requested 3 times in total. 
   
  Please follow the steps below.
  
  What We Need:
  1. Image of your Manufacturing Law Tag (Registry Number and Manufacturing Date - located under the blue zip cover of your mattress)
   
  We have provided an example photo of what we need; without this tag, we cannot match your purchase with the right manufacturing partner to issue a free replacement. 
   
  If the tag is no longer attached to the mattress, according to our warranty terms, your warranty will be voided, and a free replacement will not be issued. 
   
  However, we can offer a 50% discount on a new mattress purchase (with a new warranty & sleep trial) if you choose. This offer will be valid until the end of 2022 and can not be combined with any other offer. If we are unable to pursue a claim as our terms dictate. 
  
  We appreciate your cooperation while we work to finish your claim.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer response

  12/07/2022

  Business continues to ask for product tags that with the information I already submitted. I resubmit all the pictures of the original tags and will wait on their response.

  

  Business response

  12/12/2022

  Our warranty department has created a replacement order for this customer, Order *******. 
  
  Please allow 5-7 business days for this product to ship on standard processing time. Automated email updates with tracking will be sent. 
    
  Once the new mattress arrives per our terms and conditions of the warranty, disposal or donation of your defective mattress will be completed as our consumer sees fit. 
  
  I appreciate your patience. Please let us know if you have any questions or concerns.
  

  
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my second amerisleep as3. No where does it mention it's a hybrid. On my invoice or in my cart. I received an amerisleep as3 hybrid. It's a totally different mattress. I called customer service and they stated due to supply chain shortages they temporarily changed the product names and if you order an as3 you get an as3 hybrid. So they're sending out wrong mattresses hoping you won't return a **** dollar mattress. Also they charge a 100 dollar restocking fee.I attached an invoice that shows I ordered an as3. And a picture of the mattress I received being an as3 hybrid.

  

  Business response

  11/04/2022

  Hello *****, 

   

  Thank you for reaching out. 

   

  I see that we already have a return in progress for you. All of our all foam mattress were removed from our website and all of the products photos and descriptions exclusively displayed all hybrid details. Due to consumer feedback we updated the website to change the title pages to include hybrid. 

  To help improve your experience we will waive the $99 early return processing fee that is part of the 100-Night sleep trial policy so you will be refunded in full for the mattress. We appreciate your feedback and consideration.
  
  Please let us know if there is anything else. 

   

  Kind Regards, 

  The Amerisleep Team  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from this company on 6/10/22 and payments began 7/13/22. The mattress was advertised and purchased as new. However, I received a USED mattress with the tag already removed, which is illegal. The mattress return was initiated 8/29/22 (before the 100 night trail with a full refund was over). The mattress was returned on 9/17/22 (picked up by one of their companies that takes the mattresses). As of today (10/25/22), I have yet to receive my money back. I have made multiple calls and emails with the company and we are getting nowhere. The mattress is no longer in my possession, I want my money back now. There is absolutely no reason for this. I was using Klarna for my payments and I stopped the autopay so this company would not receive any more money from me. ****** keeps saying Ive missed payments because this company has yet to cancel it on their end. This could go against my credit.This company is a fraud and a scam. I will make it known to everyone I know that this company does not deserve anyones business. But before I do that, I want my money back. In addition, I will be reporting this to the Attorney General.

  

  Business response

  11/04/2022

  Hello ******,

   

  Thank you for reaching out. Our deepest apologies for any inconvenience as this is not the experience we intend for our customers. Your refund has been processed as of 11/3 at this time, an email notification has been sent by our ********************* as well. 
  
  Per Klarna Terms & Conditions agreement for financing, credits for refunds and returns are not treated as payments; you must still make the Minimum Payment Due in a Billing Cycle during which your Account received a credit, unless the credit reduced the balance to zero.
  
  For payments made with Klarna financing, your refund will be processed to your original form of payment based on the payment plan chosen. For full refunds, youll be refunded for the amounts paid towards the returned item(s), and you wont be charged for any further payments for that particular item. For partial refunds, well be deducting the amount from the total amount due. This just means youll be able to complete your payment plan earlier as Klarna will adjust your payment plan based on the partial refund amount (however, your monthly payments will still remain the same as the partial refund will apply towards the later months in your payment schedule).
  
  Please let us know if you have any additional questions or concerns. 

   

  Thank you for your patience as we worked to complete your help ticket. 

   

  Kind Regards, 
  Amerisleep 

  Customer response

  11/09/2022

  Id still like to make it known again, that I received a used mattress, advertised as new. This place is a scam. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Amerisleep is not issuing me the refund I am owed for a mattress I returned to them (and provided all necessary documentation of the return for them) over a month ago. I have been following up and and been told its still processing but its been more than 15 business day time frame they promised and I am still waiting on the refund of over $1400. I returned the mattress on august 22 and shared the documentation with Amerisleep on august 28. Its now October 18 and I am concerned this company is just going to try and keep my money.

  

  Business response

  10/19/2022

  Hello ****,
  
  Thank you for reaching out. 
  
  We've encountered a system issue that prevented several pending refunds from appearing in the processing queue. This has caused an increase in pending refunds and has extended our normal processing time. 
  
  Please note the previous email from our support team advised that refunds may take up to (15  business days Monday-Friday, not including weekends/holidays) to process. As indicated in our last email, your refund was prepared and added to the refund queue to process on 09/27/2022. All refunds are processed in the order they are received. Your refund will be sent to your bank account anytime between now and, at the latest, 11/09/2022. Once your bank facility has received the refund, it will reconcile the funds into the most recently active account. 
  
  As of 10/18 5:39 PM AZT, accounting reported this order is expected to be refunded by the end of this week. 
  
  We believe the system issue has been resolved, and our team is working diligently through the backlog as quickly as possible. We ask for continued patience while reconciling this matter and greatly appreciate your patience thus far.
  
  Please let us know if you have any additional questions or concerns.
  
  Always Appreciated,
  Porsche
  Amerisleep |************
  Monday-Friday| 9 AM - 6 PM MST

  Customer response

  10/20/2022

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April, I purchased a split king *** frame and 2 king ********** for use on the frame. Within the 100 days, I requested to return the **********, the frame was not eligible for return. A new king ******** was ordered that cost less. The old ********** were picked up on August 16. On August 19, I received an email saying the refund would be processed. I did not receive it. I received another email on September 8, after I made a phone call, saying they are sorry for the delay and will process the refund. I did not receive the refund and called again. After this call, I received an email from a supervisor saying the refund for ****** plus tax would be processed.I still do not have the refund. I have made at least 5 calls checking on the refund that have not produced results. Emails to the supervisor have not been answered. I need this money to be returned to me.

  

  Business response

  02/21/2023

  Hello ***, 
  
  Thank you for reaching out. We are terribly sorry for the delays in handling your refund processing, as this is not the experience we intend for our customers. Due to a system issue and payment processing restriction, a refund check was printed and sent on 11/8/22. We appreciate you allowing us the opportunity to serve your sleep needs and hope you are enjoying more restful sleep. 
  
   Thank you for your purchase. 
  
  Please let us know if there is anything else. 
  

  
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mattress for $2,259 on June 28, 2022. Returned it unused in July. Have called and/or emailed them 5 - 10 times and every time they tell me the refund is being processed. It has been almost 3 months and still no refund. This is obviously a pattern for them given the prior complaints on here. Refund my money.

  

  Business response

  10/12/2022

  Hello, 

  Thank you for reaching out. We deeply apologize for the processing time of your refund. We'd encountered a system issue that prevented several pending refunds from appearing in the processing queue.

  The order 2075465 I found associated with your address has been refunded. Your refund was completed as of 11:55 AM MST  today as indicated in our email, in the amount of $2149.00 for the return of the AS5 **************************************** you are having issues locating the funds please contact your banking facility for further information. 
  
  We appreciate your patience and allowing us the opportunity to serve your sleep needs. 

  Please let us know if there are any other questions. Thank you. 

   

  Kind Regards, 
  Amerisleep

*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. ↩