ComplaintsforNest Bedding, Inc

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from nestbedding.com which comes with life time warranty. I am noticing structure issues with mattress and have shared full details of this along with pictures but unfortunately Nestbedding is not willing to cover warranty. It's very clear that mattress is broken and has structure issue but they are claiming this as typical wear and tear which is not case here.I would like nestbedding to relook this and provide replacement considering it's structure issue and got bended in center.

  Business response

  03/26/2024

  We appreciate the customer submitting this and letting us know about their experience. As our team was still in the process of working with this customer, we have taken further steps to assist since this complaint was first filed. We would be happy to keep working with the customer, and ask that they continue to do so as well. We are working with our team to fully assess this warranty claim. Thank you. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had two purchases from nest bedding for a queen hybrid mattress about 4 or 5 years ago with a lifetime warranty...first order 12-3039 for a total of $999.00 not including tax; it had to be returned and was credited towards a more expensive mattress order number 12-3224 for $1399 not including tax. approximately 4 or so years ago....the edge of the mattress was sagging and did not have the same original firm.... .i contacted the company....about 35 emails and weeks of back and forth and a slew of question.. how much did i weigh?,...did i sleep alone ?etc.... i was told to send a picture of the mattress when that was done. then a picture of the box spring..then another request for a picture of the slats....i am disabled senior citizen and this was difficult to have someone lift the mattress for these repeated requests as i could not do so ...they often responded but never resolved the situation...all i wanted was for someone to check the mattress to see if anything could be done as i was not getting the same support as was anticipated... then it got to the point where i became tired of this constant back and forth with no resolution ...consequently a report to the better business bureau

  Business response

  01/18/2024

  We would like to thank the customer for this feedback about their experience, and for working with our team. We do need examples of the warranty claim so that our team can review, but this is not intended to cause any inconvenience. We are sorry this has been a difficult process. We would also like to apologize that the last email with photos that was provided was overlooked and did not receive a response. Our team will reach out right away to discuss some solutions. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress in 2016 with a warranty on it. I reached out on October 26 asking about filing a warranty claim. I received a quick response that gave me instructions for submitting photos. I submitted the photos on October 29 and have only received one response to emails since then, which said they were sending the photos to the warranty department. I have sent multiple emails and left phone messages and have not gotten an update. I am disappointed because the customer service at ******************** was excellent when I first purchased the mattress. I guess this is how they get around honoring their warranty they just stall and dont answer.

  Business response

  12/01/2023

  We'd like to sincerely thank the customer for bringing this to our attention and apologize for the delay and lack of previous correspondence. Our team had approved this warranty claim, and we are escalating this for immediate follow up. Our team should be in touch within the next hour with next steps for the warranty replacement options. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first reached out to your team in July regarding a warranty replacement due to a sizeable dip in my mattress. It is now august and I have yet to hear back from anyone. I have reached out weekly for updates and have received a few responses from **** that are literally illegible and cut off mid sentence, without even telling me the answers to my questions. I have called numerous times and spoken to chat agents, all to no avail. I am literally being ignored by your company and I am at a loss of what to do at this point. I dont understand how you can just abandon your customers once you have their money? This should take 2 weeks **** not 3 months.

  Business response

  09/27/2023

  We would like to thank the customer for bringing this to our attention. We are very sorry for the technical glitches experienced with the correspondence from our ******** Service agent and are looking into what caused that issue. We are deeply sorry that this has caused any delay in the warranty process as well and are escalating this to management right away for further attention. She should be hearing from management shortly to continue the expedited process of a warranty review. We want to truly express that every customer claim and complaint is taken very seriously, and that there was no intentional attempt to ignore or delay this matter. We hope to resolve this with the customer as soon as possible! 

  Customer response

  10/05/2023

  I am rejecting this response because: The manager did reach out to me on 9/29/23 to promise movement of this case and to assure me that he would move the warranty process along. However, it has now been one week, and I have yet to receive a response and am back in the same position as previously. This isn't good enough and I would really appreciate someone provide a warranty claim status today.

  Thank you,
  ************;   

  Business response

  10/05/2023

  We would like to apologize for the additional time taken in this matter. We do have a team that needs to review all warranty claims, but we apologize that it has taken longer than expected to review the additional information. That being said, we have escalated this even further, and our team will be moving ahead with a resolution. The customer can expect to hear from us by the end of the day, and we hope this properly addresses the claim. 

  Customer response

  10/12/2023

  I am rejecting this response because: the company has still not responded to my emails or tried to provide a warranty replacement. I am still being ghosted and now have to proceed legal action 

  
  

  Business response

  10/12/2023

  We believe this recent rejection was submitted before our team reached out today. A solution has been proposed and the item has been ordered. We do apologize for the further delays in the process, and will be continuing to look at that as an example of how to improve. We hope the proposed solution fixes the issue, but if there are any continuing problems we would encourage ******* to please reach back out to us. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a king ***** mattress on 5/17/23. It was delivered on 5/27/23. After trying the mattress for over 30 days per their policy I submitted a return request on 6/29/23 to get a refund and return the mattress. I received an initial reply on 6/30/23 that didn't move forward with the return but instead just tried to sell me on something else. I replied again on 6/30/23 stating that I wanted to return the mattress and received no response. I followed up attempting to get a response on 7/4/23 and 7/7/23 and still did not receive a response. I submitted a new request through their site on 7/10. After doing that, on 7/11/23 I received a new response from a new person on the prior ticket. Again they asked a variety of sleep questions instead of doing anything about the return but this time also asked for several pictures to be able to do the return. I replied on 7/12/23 with the pictures reiterating I wanted a return and refund. They replied on 7/13/23 with a question about one of the pictures and I replied the same day with the answer. I have not heard from them since. I emailed again on 7/15/23 telling them I wanted the return and to respond to me by 7/17/23. It is now 7/18/23 and I have not heard anything. From what I can tell they are doing everything they can to stretch this out (now almost a month) to delay/avoid the return even though their policy is very clear that you can return. I want my money back and they are welcome to send someone to pick up the mattress as well if they'd like as I do not want it.

  Business response

  07/19/2023

  We appreciate the customer bringing this concern to us. We're very sorry to hear things have not been working out with the mattress, but will continue to work with them on a return. Our intent of gathering sleep information and photos is an attempt to help, as we truly believe we can help with most comfort issues. We do also need to confirm that the mattress is being used on a proper foundation. As long as the foundation meets our criteria we will happily honor the return request (most foundations do meet our criteria, and if it does not, we will work with the customer on a solution first). We do apologize for the delay in a response, as the agent the customer was working with was out for a few days. We have escalated this for immediate attention, however. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a mattress from Nest Bedding on 12/24/2022. At the time of purchase, I selected the Extend Protection Plan. On 5/30/23 my husband called Nest bedding & explained that my son had an accident. The individual (*****************************) at Nest bedding stated he would follow back up with us, since the protection plan is handled by a separate company (Extend). He told my husband that a link would be sent to his email to start the claim. The email never came & Nest never followed back up with us. My husband called a second time on 6/1/23. ******* stated that it was sent to the wrong email (by his error) previously and that it would be sent again. We received the email on 6/1/23 & my husband submitted a claim. We did not hear anything, so on 6/7/23 my husband called back. The representative (*************************) said that a cleaning kit was sent to us as this was the first step in the process. There was no communication of this & the guidelines state that we may provide you with a cleaning kit or advice on how you may be able to remove the stain if you would like to try removing the stain yourself. If you do not, or if you decide that this method does not fully address your covered stain. Based on this statement alone, we could have moved onto step 2 without having to wait to receive the cleaning kit because we didnt feel comfortable doing it ourselves. We could have been in contact with the professional cleaner days prior. My husband called back on 6/8/23 w no resolution. Extend states that ********************************* has been notified, but that it can take up to 3-5 business days for them to reach out to schedule an appt. Fast forward to today, we still have no mattress & an appt for the professional cleaner has not been set up. My son has been without a mattress for almost 2 wks. I am going to have to purchase another mattress from a different company, while I am still paying for our current mattress which is unusable.

  Business response

  06/23/2023

  We would like to thank the customer for bringing this to our attention, and we're sorry to hear they have been having a difficult time getting action and info from Extend. Extend is an external company that offers this service, but we will certainly reach out to the customer and to Extend to see how we can assist further. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 1st, 2019 we ordered a Nest Natural Hybrid Latex Kind Plush bed for $1,699. For the first two years the bed was great and provided the expected levels of support. In the last six months we have had issues with the top foam layer not properly supporting us during sleep and causing back issues. We reached out to the Nest Bedding support to report the issue. Over a week period starting May 16th, ************************************************************************ multiple rounds with back and forth. This included pictures of the foam layer which has deep tears in the areas where we sleep. The other areas of foam are not affected. As a result of the deep tears when we sleep the foam layer does not hold and compresses much more than the first two years of ownership. Ultimately they have denied the warranty claim saying this is a normal part of the production process. They offered a small discount (10%) on buying a new foam layer for $575. Note that this appears to be a common complaint from other customers and starting in 2021 Nest began offering one free foam layer replacement as part of their lifetime renewal exchange. This does not apply to people like us that purchased a bed before 2021.We would like Nest bedding to stand behind their product and provide a replacement and hopefully better manufactured foam top layer. I've included a few pictures of the issue, where you can see the large tears in the foam and then a picture with a small 5 lb weight on the middle part of the bed where the foam is fine and on the part where I sleep. You can see even a small amount of weight causes a much deeper indent in the bed.

  Business response

  05/31/2023

  At this time we have reviewed all photos provided by the customer and there are no issues that we found with the mattress that falls under our warranty guidelines. Fixes to their comfort issues where offered, but the customer has rejected them so far. We would be happy to continue working with the customer, but there may not be any cost-free solutions at this time. 

  Customer response

  05/31/2023

  I am rejecting this response because: Nest has a very narrow view on what they cover in their warranty which seems optimized to reduce warranty claims. I provided a short video (*******************************************) showing clearly the large breaks in the foam comfort layer and the impact of that issue with just a small level of weight. This seems to be a common issue with their mattress looking at other complaints and in fact if you buy a mattress today they include one free comfort **********.

  The solution they provided was a small 10% discount on buying a new foam layer which lists for $575 nearly 1/3 of what we paid at the end of 2019 for the whole mattress.  I would like them to replace the defective foam comfort layer or worst case provide a much higher discount given the early failure of the foam layer included with the original purchase.

  
  

  Business response

  05/31/2023

  Small tears in the latex are not something that is covered under our warranty, but as previously mentioned we are still willing to work with the customer. Our new policy of offering a free layer is not in response to any issue with the latex (as we also carry this policy on our memory foam based mattresses) but is intended to prolong the lifespan of the mattress. We want to reduce the amount of waste within the industry by giving our customers a chance to refresh their mattress when needed, instead of replacing it and adding another mattress to a landfill. While we can't grandfather every previous customer into this new policy, we understand the frustration and would be happy to offer a higher discount on a replacement layer as a solution. The customer can reach out to ********************************* to discuss a higher discount on a replacement layer. 

  Customer response

  06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in direct reference to my concern, and find that this resolution is satisfactory to me. I connected with them directly and they are replacing the layer after I provided some videos of the issue which showed the problem more clearly.

  Thanks for the help getting this resolved!
  

  
  

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2019 we took delivery of an organic latex hybrid mattress from Nest bedding. We paid $1492 for the mattress. It was delivered to our then home (in ********* **, we currently reside in ******, **) and installed by a delivery team of two.Fast forward to this past month when we washed the outer zippered cover after a pet accident. Thankfully the mattress itself was not soiled. However upon removal of the cover, we noticed the mattress (the latex part) was significantly larger than the base. We thought it was odd but it wasn't until we tried to put the mattress back into the zippered cover that we realized the mattress lookedoversized compared to the base and might be an issue worth inquiring about.On behalf of my husband and myself, I contacted Nest and asked two things: if I could buy a new outer zippered cover for my mattress which is now rebranded as Dove (was told this mattress is also no longer available) and if the latex topper/mattress was meant to be significantly oversized. They asked for photos which I sent and also told me the cover was not for sale separately.Thus ensued an exchange over 8 different emails resulting in Nest stating they cannot help me with any part of this since we washed the outer cover. I said the size of the mattress topper is a separate issue discovered only by unzipping the cover for washing (which means if sized incorrectly it has been hidden from us since purchase). I asked repeatedly for the size dimensions of the mattress topper (the latex part) and Nest repeatedly avoids answering this question.If Nest can provide the actual specifications for my mattress/latex topper to confirm it is the correct size, the issue will be resolved.If this is not a unique design feature, and the oversized mattress/latex topper is not the correct size, why wouldn't Nest be responsible for correcting something that was paid for and never delivered? To do anything less would be misrepresentation of goods and fraud.

  Business response

  04/10/2023

  Please refer to the photos the customer provided. The cover, which should not have been washed, has shrunk after being washed and now the latex comfort layer will not fit back into the cover. The layer clearly fit in the cover before it was washed, as there was not a problem with this mattress for the previous 4 years of ownership. We cannot be responsible for the non-washable cover shrinking when washed. However, we know this is an unfortunate circumstance and we'd still like to assist by offering a discount on a replacement mattress. We will have our **************** team reach out to the customer to offer that. 

  Customer response

  04/10/2023

  I am rejecting this response because:

  Two things can be true at the same time: 1. the mattress fit in the cover before it was washed (and still fits the box spring which is a standard queen size component) and 2. it may never have been the right size topper to begin with. 

  For almost $1500 I expect to get what I paid for, and since I discovered by happenstance a potential issue related to the size of the topper I am asking for clarification to confirm that I got what I paid for. If I buy a Lexus SUV I do not expect to open the hood to find a **** Fusion and if I did, I most certainly would be at the dealership asking for my Lexus. The fact that I could drive the car unknowingly with **** Fusion parts would not change the fact that I paid for a Lexus and expected to get that.

  This is not a complicated request. I can only speculate as to why Nest won't confirm the size specs of the queen size topper but it seems self evident.

  
  

  Business response

  04/11/2023

  The size of the latex layers was never an issue before the cover shrank after being washed. Washing the cover guaranteed that their latex layers will never fit back into the cover, and we are not responsible for this occurrence. We do sympathize with the situation the customer has created, however, which is why we are offering a discount on a new product at this time. We are not liable for mishandling of the mattress/components.

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  

  I have emailed BBB to withdraw my complaint.

  The matter is resolved.

   

  Thank you.

   

  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Febuary 14th i ordered a new matress and pillows from nest bedding for a total of $2,144.15 USD,Order number ******. The matress arrived roughly 3 weeks later on march 9th with a hole on the side of it and the inside coming out. That day took I pictures of the tear and messaged the company. On March 14th I heard back from someone. I spoke with *********************** a customer service representative, who said that they had missed a seam and would give me $300 for the mistake.(this never happened) I told them I wasn't worried about that, and that I was concerned about getting the mattress I paid $2,000 for fixed. He responded they couldnt fix it and I could try to do it myself. I responded I didnt want to pay $2000 for a matress that was "maybe" put togeather correctly. I asked for a refund and since the company has ceased communications with me. This was obviously a manufacture defect which is supposed to be covered under their warranty. I reached out to my legal council and they advised the first step i should take is to submit a complaint through the BBB.

  Business response

  03/23/2023

  We are currently working with the customer on getting a full replacement for the mattress that was damaged. We're sorry for the delay and any miscommunication about what options were available, but are hoping to resolve this with the replacement. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Owl Natural Latex Hybrid x 1 ***** Internal ****** Med/Firm mattress in August, 2022. It arrived damaged. Upon initial contact the company suggested we purchase our own repair kit. Upon further interactions, they agreed to replace it. The replacement arrived at the end of October, 2022. Everything on the mattress indicates it is the same mattress; however, the bed is significantly softer and appears defective. When I contacted the company requesting a refund for two consecutive defective mattresses, and appealing to their 365 day "risk-free" period (**********************************************************************************), which states "If an exchange isn't right for you, we understand and we will work with you to return your mattress purchase." They refused, only offering to exchange the mattress topper. We have clearly stated that we believe the mattress is defective and an exchange is not right for us. They continue to refuse to allow us to return our mattress purchase. I have attempted to resolve this with their customer service. They state they have provided an explanation for why they are refusing a return, but none has been given - all they have ever said is that "there is no option for a return and refund for your order," but offer no explanation for why their advertised policy does not apply to my order.

  Business response

  03/09/2023

  Damage to the first mattress was brought to our attention by the customer. As we could not determine when this damage occurred, a replacement was granted. Upon receiving the new mattress, the customer did cause damage to the cover when unwrapping the mattress. Per our return policy, damage caused by the customer does void their privilege to return or exchange. That being said, our team does want to work with the customer on their comfort claim, and has approved a comfort layer exchange to assist in their comfort. We do want to assist with making them more comfortable, even if the return and refund is not approved. 

  Customer response

  03/09/2023

  I am rejecting this response because:

   

  The mattress arrived without proper packaging. The box fell apart while opening because it was not taped together. It also did not contain instructions for unwrapping the package. I notified Nest about these problems via email. They were dismissive of my concerns. So, I called them to request instructions for opening it. I followed the instructions their customer service person provided. I stopped shortly thereafter because the instructions were causing the outer layer of the mattress to rip. I sent him photos (attached) via email (see attached transcript). He replied, "After discussing this matter with my supervisor, we would highly advise that you apply less pressure to the mattress and use the tool at an upward angle to slowly cut the plastic." I replied that I was going as delicately as possible and that it was snagging at any angle I used, and requested better instructions. Nest did not respond. So I found a ******* video that showed how to open the mattress. It demonstrated that how to cut through the outer layer, let the mattress unroll, then cut through the inner layer of packaging. 

  Nest refused to take accountability for how the improper instructions that one of their customer service staff and a supervisor provided caused damage to the mattress. I did not include this in the original case because the snags clearly would not impact the core firmness of the mattress. I am requesting the exchange because the core part of the bed is sagging on both sides of the mattress. Based on the documented fact that this damage resulted from their instructions and their own words state that it does not impact the mattress, this is not a valid reason to nullify their exchange policy, nor is it valid to support their refusal to refund a product that has been defective on two separate occasions. That Nest blames me for their actions and is now using that as the excuse to not issue a refund leaves me feeling quite disgusted.

  
  

  Business response

  03/13/2023

  We are currently offering the customer a fix for their comfort issues to help with the firmness and support. Due to the damage they caused to the mattress, a refund will not be available however, per our policies. 

  Customer response

  03/14/2023

  I am rejecting this response because:

  This response ignores my documentation that the damage caused was due to the instructions they offered over the phone and via email. They need to take accountability for the role they played in causing this damage. I trusted them as experts in their product, and they provided instructions that damaged it. 

  It also ignores the fact that the problem with the mattress is in the core of the mattress, not with the topper they are offering to replace. Denying a refund for a sagging core because of the minor surface damage depicted in the photos is like denying cancer treatment because the patient got a paper cut while opening their insurance policy.

  
  

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