ComplaintsforPlushBeds

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 mattresses at the different dates first on September 10 received 4 October king size vegan latex with sleep trial ends on 31 December 2023 and second mattress purchased on 26 September and received 20 October botanical bliss full size with sleep trial ends 28 January 2024 Both mattresses were uncomfortable and lack support and being unable to sleep on them I have confort exchange layer ordered but unfortunately terrible pain prevented to sleep on them anymore so after I spoke several times with different customer service representatives by phone and email,make them aware that I wish to return the mattresses and after I have reassured I benefit from 100 nights sleep trial I decided to go ahead and request the return and refund Sadly I was denied return for the first mattress purchased the vegan king size even I am within my sleep trial ending on 31 December 2023 because I am apparently allowed only 1 sleeping trial for 1 mattress per year! I like to point out that the website doesn’t specify that on the general condition for return within the sleep trial and only if you click on the specific product information is stated that is only allow 1 sleep trial therefore if you buy more than 1 mattress same product let’s say you want to buy 5 mattress same model and size you will benefit of the sleep trial for 1 mattress only I strongly believe that the company misleads the customer and try to evade and don’t honour the sleep trial return despite the fact that they charge 149$ for return which I paid for return the second mattress full size Regrettably I have to deal with all this nonsense because the company doesn’t stand behind its poor quality product and I have to pay now for a mattress that I don’t use! I entrusted the company and it’s embarrassing how bad they treated customers when there is a problem! I hope they will let me return the unused mattress and get my 2700$ back or I have to go to court to prevent other people to be scammed!

  

  Business response

  01/18/2024

  Date Sent: 1/18/2024 3:55:20 PM
  

  This situation didn't occur exactly how the customer is stating it occurred. Our new hire Mike did send her the email stating the second mattress couldn't be returned via email but then she was informed that after the weekend the manager would contact her to assist her with the return. The customer called Sunday night on Christmas Eve (12/24) when a manager wasn't present but was contacted on Tuesday, 12/26 once our office reopened. Without any pushback the return was approved and we apologized for the error. Her complaint that we do not allow a trial for 5 mattresses per household is not true and this lie can cost us business with customer's who are looking for more than one mattress. 

  Customer response

  01/18/2024

  
  
  Complaint: 21055284
  
  I am rejecting this response because:

  Business response not accurate and trying to excuse themselves after I clearly been denied return from veterans customer service called Irene,see attached with written response! After considerable effort and complaints I get accepted the return and refund,finally!!! Get in order Plushbeds if you want more customers be honest and upfront with your policy! Waiting for refund now see how this goes 
  
  Regards,
  
  L**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wool mattress topper on October 25th, 2023. It was delivered November 2, 2023. Upon opening the package I was blown away by the horrible odor of dirty sheep. I put it on the bed anyway thinking it might go away shortly. The next day I contacted the company when I woke up and my whole room, myself and my sleeping clothes all smelled like rotten sheep. When I contacted the company they said give it to the first of next week to dissipate the smell. Monday came and the odor was still as bad. I contacted the company and stated that the item was defectively produced and that the extreme smell was not something that was healthy or acceptable for a person to inhale. They told me that animal products have an odor since they are natural. I stated that I am a horse trainer that has 5 indoor dogs and am familiar with animal smells. This is not normal. They then promised to have a manager contact me. That has still not happened. On their website it says no returns unless manufacturer defect. A product with that level of stench is wout a doubt a manufacturer defect. No customer in there right mind would pay over $700 for an item that made them and their entire house smell like a dirty slaughter house.

  

  Business response

  11/22/2023

  I apologize for the inconvenience you have experienced. I understand how frustrating it is to receive a product with such an unpleasant odor, especially when it affects your sleep environment and daily life. Please accept our sincere apologies for any discomfort this has caused you.
  
  We take all customer concerns seriously, and I assure you that we are committed to resolving this issue promptly. We acknowledge your concerns regarding the quality of the product and the customer service manager has already assisted you with your issue. If there’s anything else we can assist you with please do not hesitate to contact us. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 7th, my wife and I purchased a bed, frame, and sheets from Plushbeds. The promotion at the time included free items such as a sheet set, mattress protector, and two king-sized pillows, which motivated us to make the purchase. We ordered a split king bed with all the aforementioned items, with a total spent of $4832.00. However, it has been quite frustrating as everything has been delayed from what was expected, based on their website and customer service. We have received all the items except for the mattress protector, which has been showing as in stock. However, customer service has been telling me for weeks that they are waiting for the factory to provide them with tracking information. At this point, I am not sure what to do except file a complaint to get this order completed. I also want to add that I submitted a review on their website detailing the situation, but it was never published. I am concerned that they are selective about what their customers see. I would appreciate any help to get the remaining item that we ordered. our order #3****22

  

  Business response

  11/17/2023

  
  
  Thank you for bringing this issue to our attention. I apologize for the inconvenience you have experienced with your recent purchase from Plushbeds. I understand how frustrating it can be when items are delayed. 
  
  Firstly, I assure you that we value your feedback and are committed to addressing your concerns. We apologize for the delay in receiving the mattress protector, I noticed that our team informed you the free mattress protector was delayed and we would ship it out as soon as possible. Upon checking for a status update FedEx has informed us the mattress protector was delivered to your home. I
  
  Once again, I apologize for these inconveniences and frustrations. We appreciate your patience and understanding throughout this process. If there is anything else we can do to assist you or enhance your experience with Plushbeds, please do not hesitate to let us know. We are here to help and ensure you with your purchase.
  
  
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had high expectations for my PlushBeds mattress given the premium price and the company’s reputation for quality. Regrettably, both the mattress and foundation have been nothing short of disappointing. Upon returning to our PlushBeds mattress after a temporary switch to a $350 Costco mattress, the comfort level was noticeably inferior. The lack of support has led to sleepless nights and even back pain, impacting our well-being significantly. To make matters worse, the foundation uses what can only be described as pallet-quality wood, resulting in a very unstable product. Assembly was a nightmare; no instructions were included, the textile zipper broke easily, and we were expected to use wing nuts as hardware. Additionally, the wood was poorly processed, leading to a mess during assembly and multiple splinters. Customer service initially offered a post-trial comfort exchange but later revoked this offer, proposing a 50% discount on a new latex topper as a remedy. This doesn’t address the core issues we’ve faced or meet the level of quality and service I expected when investing in PlushBeds. I urge potential buyers to consider all options and read reviews carefully before making such a significant investment. With my experience, I can only give this product a 2-star rating.

  

  Business response

  10/12/2023

  Thank you for taking the time to share your feedback. We apologize for your experience.
  
  We understand that comfort is subjective and can differ from person to person. That's why we offer a comfort adjustment option within 100 nights of delivery. In your case, the mattress was delivered on March 22, 2022, and we didn't receive any comfort-related issues until January 1, 2023, which is 185 days after the trial period ended. However, we still went out of the way to find a solution for the issue. Unfortunately, we didn't receive a response from you regarding this option.
  
  Considering that you have now had the mattress for over 18 months we are happy to extend a discounted offer on a topper or alternatively, encourage you to proceed with a warranty claim if you feel there is an issue. 
  
  Regarding the foundation issue, as you may recall you reached out to us upon its delivery, we agreed there was a manufacturer’s defect and we issued you a 100% refund at that time. We then took that issue up with our supplier and that issue was resolved 18 months ago. To clarify, you received a 100% refund for your foundation 18 months ago. We are happy to send you details of the transaction for your records if needed. 
  
  If you have any further concerns please let us know. We are here to assist you and ensure your satisfaction.

  Customer response

  10/12/2023

  
  
  Complaint: 20728216
  
  I am rejecting this response because: They knew it was problematic from the get go and they want me to spend more money on top of the thousands that I have spent with them to be able to get a good nights rest. The quality overall of the company and product is poor. I suddenly had a responsibility taking care of my uncle 1500 miles away in Arizona under hospice care and it consumed almost a year of my time taking care of him so I wasn't available to take care of the quality issue. You can see the other complaints about the company and know im not trying to get something free.
  
  Regards,
  
  F*** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  10/13/2023

  Please feel free to contact us and proceed with a warranty claim. If you have any further concerns please let us know. We are here to assist you and ensure your satisfaction.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Cooling Gel Mattress Topper for $627.00 on July 25th (Order # 3****38) which, according to their website: - keeps you sleeping cool and confortable every night - the cooling infised gel adds softness with no loss of support and soothing pressure relief In fact the topper did NOTHING to cool bed (our primary reasin for buying) and - because of the lack of support in the material (causing indentations) created pain in my wife's neck and pain, requiring an appointment with her chiropractor. When notified, the company stated that they do not do refunds for toppers.

  

  Business response

  08/24/2023

  We appreciate the feedback you provided regarding your experience with our Cooling Gel Mattress Topper. We sincerely apologize for the inconvenience. 
  

  While it is important to note that such issues are rare, we want to assure you that we take your concerns seriously. In our attempt to better understand the situation and assist you, we did reach out and inquire about how the topper was being used and the surface of your mattress. It's crucial to mention that while the Gel Topper provides support, it naturally adapts to any surface it is placed over. Unfortunately, we did not receive any specific information that could have helped us to assess the topper you received, regardless an exception was made, and we accepted the return and refund of the topper.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Medium Firm hybrid Plush Bliss Mattress in February 2023. By summer it began to sag. There are indentations that remain after the mattress rests for awhile but the trough that sinks when we sleep on the mattress has resulted in back pain for two adults who are not overweight. The foundation is a Danish Modern Teak slatted frame. There is no reason for the mattress to break down this quickly. We were told by customer service that this is natural indentation. For us, it is a matter of quality sleep and pain. We will have to replace the mattress. It was very expensive and we are retired, on a fixed income. We would like to return the mattress but it is beyond the 100 day trial period. It seemed fine when we first slept on it but it does have a 25 year warranty. The problem did not develop during the first 100 days. Since we need to buy a firmer mattress somewhere, we need either a firmer mattress or a refund to help us purchase a mattress that will suffice.

  

  Business response

  08/21/2023

  
  
  Thank you for reaching out to us regarding your concerns with your mattress. We appreciate your feedback and understand the importance of resolving this matter promptly. We also understand the importance of quality sleep and addressing any pain or discomfort you may have experienced. As a company, we take pride in the durability and high quality of our products. That's why we offer a lifetime warranty on our mattresses, as we believe in their long-lasting performance and customer satisfaction.

  As per our records, we have previously sent you the warranty instructions on August 6th, requesting photos to proceed with your warranty claim. However, despite our follow-up efforts, we have not yet received the necessary photos from you. We would like to assure you that we are committed to finding a suitable resolution but require these photos to proceed with the process.
  
  In light of this, we have taken the initiative to resend the warranty instructions to you. We understand that providing photos may involve some inconvenience, but it is necessary for us to accurately assess the situation and proceed with the warranty claim. We genuinely value your assistance and understanding in this matter.
  
  Once we receive the requested photos, our team will thoroughly evaluate the situation and work towards finding a resolution that meets your expectations. Your satisfaction and quality of sleep are important to us, and we want to ensure we address any concerns you may have.
  
  If you have any questions or require any further assistance, please do not hesitate to contact our customer support team. We are here to provide guidance and ensure your experience with our products is a positive one.
  
  Thank you for your cooperation, and we look forward to receiving the necessary photos to progress with your warranty claim.
  
  

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pillow from this company. I want to return it and they have a hidden non-returnable policy on their pillows. All over their website you see 100 day sleep trial and money back guarantee. But apparently that only applies to the mattresses. Why would you be able to return a mattress and not a pillow? You have to scroll all the way down the product page and in small font it states its non-refundable. That should be in bold or bright font right next to the item so people know. I absolutely would have NEVER purchased this pillow if I thought I couldn't return it. It's a pillow! That is such a subjective purchase for a buyer. You have to feel it to see if you like it. You can't know from looking at it online. So now I just have to eat the loss of $152? It is unreasonable. I just received the pillow and I want to return it right away. Im not trying to return something weeks later.

  

  Business response

  07/14/2023

  We are truly sorry to hear that you are not satisfied with your purchase. Unfortunately pillows are not returnable and this is clearly stated on our website. Please feel free to contact us if you have any additional questions or needs. We are sorry for your experience.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In early December I contacted Plushbeds to inquire about a latex mattress for an RV I had ordered. My RV was not expected to be ready until the spring of 2023 so I did not need to actually buy the mattress so soon. I was informed by the salesman, John (the sales manager) that it would be best to purchase this mattress right away since the price was set to increase the next day. He assured me that Plushbeds would hold the mattress for me until I was ready for it, then would deliver it within a week of being notified that I was ready. He even told me that “we do this all the time so it is no problem”. Given this assurance, I purchased an Evo Green 8” Queen Short RV Mattress. I paid $1229.60. (Order #3270430) The dealership in Colorado called us on May 25 to let us know that the RV had arrived. We live in Maryland so we arranged for pickup on June 5 to allow us time to travel across the US to receive it. We called Plushbeds customer service on May 25 to request delivery of the mattress to the RV dealer in Colorado. I emphasized that the dealer is closed on Saturday afternoon and on Sunday so the delivery would need to be made during their regular business hours. We were told that it would be delivered the following week. When the mattress had not arrived by June 1, I reached out to Plushbeds to check on the delivery status since I had not received any tracking information. I spoke with Maria at Plushbeds who initially said the order had not been shipped, put me on hold repeatedly, then said it was being processed by FedEx (expected delivery Sunday June 4). I asked to speak to a manager. I was told that Mary would call me back by the end of the business day. Mary didn’t call. Today I called twice and each rep said my case was already expedited to management and I would need to be patient and wait for a manager to call me. This is a very time sensitive issue because we have a 1700 mile trip home and, without this mattress, we will be sleeping on a plywood platform.

  

  Business response

  06/08/2023

  Thank you for contacting us and providing us with the details of your situation. Based on our previous communication on May 25th, where you informed us that you were ready to receive your mattress at your RV dealer in Colorado, we promptly removed the hold on your order as per your request. Subsequently, it took us 6 business days to prepare your order for shipment, and it was dispatched on June 6th. The mattress is currently on its way and is expected to arrive at your RV dealer in Colorado by the end of the day.
  
  Regarding your request to speak with a manager, it seems that there was a mistake in our communication channel, and your escalation was not received by our customer service manager. We are actively working on improving this process to prevent such oversights in the future. I understand that our Customer Service Manager has now reached out to you and presented a couple of compensatory options to make up for any inconvenience caused by the delay. While we are unable to reimburse your hotel expenses until the mattress arrives, the discussed options are still available for your consideration.
  
  Please feel free to contact us if you would like to further discuss this matter or if you have any other concerns.

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a full size mattress. The 12" Luxury Bliss on April 26,2022 and recieved it on May 10, 2022. Order # 3256945. I called the company because it was a firm mattress not what I ordered. Then I had to call them because the mattress wouldn't fit on my bed. They had me taking numerous pictures and send to them which I did. I was told it had to go somewhere else to be discussed. We'll I got the answer right away instead. GO BUY A NEW BED! They took away my 120 night trial. Which now I couldn't send the mattress back. The mattress was too firm for me plus it was a queen size mattress. One side of the mattress hangs over the side of my bed because I have a full-size bed. It is new. They told me to go buy another new bed. Obviously a queen size. I do not want a queen size bed. All my bed linens are full size and they do not fit the mattress. Again I ad to send many pictures wit no results. They won't stand behind their products which is very expensive for me. It took me a long time to save $1,300. I am retired. Again they had me take the bed apart and send more pictures which makes me very angry because they do nothing about my issue. Today Again, I had to take the bed apart. It is a very heavy bed and beig a tiny elderly woman takes a lot out of me. Again I had to take pictures and send them. This time I opened the bed and took the latex out and on the latex it said QUEEN SIZE. It is molded into the latex. They can't deny that now. I'm sure they will think of something. They are not very kind or nice to talk to. Since the mattress is a definite queen size, I do not want anything from this company since they do not stand behind their products. I had to put up them for over a year. Which they are very difficult to do business with them. Many phone calls, pictures, they would not help me. Now I have the proof that it is a queen size mattress. I just would like a refund back of all my money. I really deserve more than that! But I just want my full refund of the mattress

  

  Business response

  05/30/2023

  Thank you for contacting us and expressing your concerns regarding your mattress purchase. Unfortunately, your mattress is nine months outside of the 100-night sleep trial period, so our standard return policy will not apply. I want to clarify that we do not take away trials on mattresses. However, our policy outlines free comfort adjustments, and returns are no longer available once the mattress is outside the sleep trial period.
  
  Concerning the size issue, we appreciate your understanding that the mold size alone is not a definitive indicator of the finished product's size since we use Queen size layers to create Twin and Full-size mattresses. To better assist you, we kindly request that you provide specific measurements or dimensions of the mattress you received. This information will allow us to accurately assess the situation and work towards finding a suitable resolution. Additionally, if you have any pictures showing the size discrepancy or any other relevant information, please share them with us.
  
  If your mattress falls within the standards for a warranty claim, our team can assist you in initiating a warranty claim. Please let us know if you would like to explore this option.
  
  While we may not be able to offer a full refund or return due to the elapsed time since your purchase and the trial period, we remain committed to finding a resolution that satisfies your needs to the best of our abilities.
  
  Thank you for your cooperation, and we look forward to assisting you further.

  Customer response

  05/30/2023

  
  
  I am rejecting this response because: I have been dealing with this company for a year now. They took away my 120 day trial after I received the product. Now it is 100 days. I didn't want the product after a week but they said they took away my trial. They asked for pictures which I sent but then ignored about the problem. The mattress is too wide for my bed. They told me togo buy another bed to fit their mattress. Seriously?? Never heard of a company telling you to purchase something else to fit their product. They just got a lot of my money and don't want to stand behind their product. All they do is keep asking for pictures and do nothing about anything. Their way of ignoring me. Last week I sent many pictures again because the part of the mattress that hangs off my new bed has springs coming out the side. Again many pictures and measurements. They were sent and I never heard from them. This is why I had to write to BBB. Again they want more pictures. Always more pictures. They were just taken last week. Why can't they look at those and the measurements? Another way to ignore me. I had to take the whole bed apart. I am a senior lady and it is not easy for me to keep taking it apart when they have many many pictures of this mattress. Again their way of ignoring the issues. End result for me: REFUND
  I am tired of going around and around with this company and not getting results. The only thing they keep saying is pictures and nothing gets resolved. REFUND!!
  Regards,
  
  L**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These are the two $230 pillows you sent me. I’ve invested in an adjustable base bed frame and a latex mattress from you guys. I received these yesterday and I’m so disappointed! I just spoke to Jess who told me I cannot return them bc I opened the box. You should be ashamed for selling these to your customers. How else were we supposed to know how they looked and felt without opening the box? I won’t be shopping here again for obvious reasons but just know we’ll make sure this doesn’t happen to another customer. $200 down the drain. You should be ashamed, plushbeds. Order number: ******* I spoke to Jess in customer service and she informed me that pillows cannot be returned if you open the box. How else will you know what your received if you don’t open the box. This is deceitful and your product quality has gone down the drain. First photo is what I ordered and second photo is what was shown! Those are not the same!

  

  Business response

  04/26/2023

  We have read your concern and deeply apologize about the experience described. After looking into your account, I see that a refund was provided to you. Please allow a few business days for this to reflect in your account. We appreciate you being a return customer and please let us know if we can assist you further.

*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. ↩