ComplaintsforSnuggle-Pedic

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this mattress from this business 2/2019 and have several ill dealings with this business since my purchase. The biggest issue is this mattress was supposed come with a 10 year and the line was sold to another company. I was told that even though the business was sold they would still be addressing warranty in-house at select-a-bed. I had a component of my mattress fail and inquired about warranty replacement and was then told they were now not handling any warranty claims and contact the new owners. I also contacted the new snuggle pedic with the information provided from select-a-bed and absolutely no further contact has been made. I am very angry that I paid $1200 for this mattress and now have a warranty that is completely useless. I just had to pay $350 to order a replacement component for the mattress because of this deceit. I would help in seeking resolution for this problem, and possibly get reimbursed for the components for what should have been warrantied.

  Business response

  12/13/2021

  Business Response /* (1000, 8, 2021/11/04) */ We are happy to assist further with this issue. The customer contacted us via email on 9/30 detailing the issue stated above. Our customer service team followed up on 10/1 requesting proof of purchase and photos of the mattress. We did not receive a reply to our follow-up email. We sent an additional follow-up email 11/3 to request supplemental information on the issue. In order to further assist this customer, we will need detailed photos of the issue on the mattress and proof of purchase (receipt, invoice, etc.). We will also need the full product name/ID to reference. Once received, we are happy to address this issue with the customer. Thanks! Consumer Response /* (3000, 10, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received an email from the company as stated. I contacted them through the website and waited several days for a response before filing this complaint. I was also told that when the company was sold that my purchase documentation would be forwarded to the new owners. I am beyond frustrated with everything surrounding this purchase and the poor way that business has been conducted since taking delivery of my order. This certainly reflects poorly on small business who offer a warranty for a mediocre product when nobody will take responsibility or seek resolution to a consumer's issue. I feel completely taken advantage of and neglected by this company. Business Response /* (4000, 12, 2021/11/22) */ We reached out to the customer via email requesting proof of purchase. Please see attached PDF versions of emails. We also requested this information in our BBB response. Without providing a valid proof of purchase and product information, we are unable to take any further steps. If the customer can provide this information, we are happy to assist. Thank you.

*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. ↩