ComplaintsforNest Bedding, Inc

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 21, I ordered an Easy Breather pillow. On Jan 30, it arrived. On Feb 13, I submitted a form to return the pillow. ***************************, a customer service rep, responded and asked me if he could send additional filling. I refused twice and asked to start the return process 6 times between Feb *****. I called the customer service line and was hung up on without having spoke to anyone. I tried to online chat with them and ************************* ignored my complaints and redirected me to another online form. I have filled out the online return form at least 6 times with no resolution. I truly believe this company is attempting to run out the time for a return and refuse my return. If this is not resolved, I will be disputing the charge with my credit card company.

  Business response

  02/20/2023

  We're very sorry to hear the return request was not being answered. The initial attempt to help with sending more fill was a genuine attempt to assist with the comfort issues. We are looking into what happened with the lack of communication with our agent, but would like to offer our sincere apologies about that. Upon looking into this complaint, we see that ******** has already requested the return label for the customer, following their Live Chat conversation. We hope that resolves all issues, and are here to help if there's anything further! 

  Customer response

  02/20/2023

  I am rejecting this response because: ******** has not sent me a return label as has been claimed. 
  

  Business response

  02/22/2023

  Our notes indicate that the team sent over a return label to the email address on file, yesterday. Please check your spam folder, and let us know if you are still not seeing it. We'd be happy to work with you on getting the label to you to complete your return. 

  Customer response

  02/25/2023

  I am rejecting this response because:I have received the label but I will not close this dispute u til the refund is complete. I am skeptical that the company will actually issue a refund due to an underlined portion of ******************* last email .
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ********* Signature Hybrid king size bed from Nest Bedding on July 24, 2019 in the amount of $1625.47.I have been having issues with the bed for the past six months and have not been able to reach anyone on their customer service line or their chat line.This bed is no longer giving me the support it used to. It is actually painful to sleep in this bed and I am having neck problems and lower back problems when I do because of it.I was told this mattress had a 20 year guarantee however I cannot contact anyone to discuss this issue.

  Business response

  02/06/2023

  We're sorry to hear the customer is having some comfort issues with the mattress. We don't see any record of contact previously, but do see that he was able to get in touch with our team on the same day this complaint was filed. Our team is currently working to assist the customer with this claim, and hoping to help!

  Customer response

  02/11/2023

  I am rejecting this response because: Though I have been communicating with ************************* regarding this issue and have been complying with his requests such as more photos, questions regarding care and sleeping habits and even sleeping with the mattress on the floor without a frame I still dont have a resolution.  Please repair or exchange as I didnt pay all this money for a mattress to sleep on a couch.
  

  Business response

  02/16/2023

  Our team is still working through the process of this claim. We need to gather these points of further information so that we can assess what the problem may be. We ask that the customer please be patient while working with our team on this claim. Thank you.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been having issues with the mattress we purchased and it has progressively gotten worse, ****************************** (now known as Sparrow Series). We called NestBedding and was asked to submit a number of photos to show the lack of support and indentations with the mattress.They responded that they would replace our mattress with a much lower priced (Quail Series). We said thats unacceptable and gave out several reasons which included pointing out that even their website states that the Sparrow is the replacement for the Alexander ********** Please note that these mattresses look very different. We just want the same series mattress we bought as we like the look. The Quail is much cheaper and looks the part.We received communication on Oct 26 that they would replace with the Quail, we said thats unacceptable and wanted the same series as the replacement, not a cheaper one. I have left a number of voice messages and emails with no response. The customer service person that is assigned never picks up the phone. I totally feel they dont care about customer service.

  Business response

  11/07/2022

  Hello and thank you for expressing your concerns about our warranty process. The ************************** was a mattress that was all memory foam and was discontinued in October 2021. The mattress that you are refereeing to, which is the *************************** is a foam and spring mattress, which has now been named the Sparrow. The mattress that you are requesting to replace your current mattress is not the same mattress and is not of equal value, which is why the request was initially denied.  The Quail was the recommended replacement since it was closest to the cost and comfort that you paid at the time. After further review, my team will reach out with other alternatives, but the Quail is going to be the most similar to a comfort swap to the mattress you currently own. I have requested our team reach out ASAP. We are seeing you sent in a ticket early this morning, but are not seeing any further emails from you since we last discussed the Quail being the best replacement option. I do see a request was made to get an update around 2-3 days and it has now been 7 since you last emailed. We apologize for the lack of communication. Hope a solution is able to be found. 
  
  

  Customer response

  11/08/2022

   
  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 am happy to say that Nest Bedding will honor their warranty and provided a solution that satisfies both parties. This issue has been resolved.

  Thank you,

  ***

  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pillow and received delivery of it on August 26th, 2022. Within a week, I contacted nest and asked to return the pillow. I got major pushback. The rep told me to remove some filling and give it some time. I did exactly that and the pillow is terrible. I contacted them again today and they tell me the window to return it has now passed. This is clearly not good. They refused my return when I was within the window!!!

  Business response

  10/21/2022

  We're sorry to hear the customer found this to be an unfair practice. The customer reached out shortly after receiving their pillow with a comfort concern. Our team will always try to assist where we can, and made a suggestion for how to make the pillow more comfortable. Our agent did also give further instructions for how to proceed with a return at that time. The customer did not follow through with that at any point during their trial/return period. We cannot be responsible for the customer not continuing the return process within their trial/return period. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed from Nest and made sure to print the warranty, as they change. We have multiple springs that are stuck in a pressed down position, all in a single row on the base of the mattress. I jumped through multiple hoops of multiple emails and tons of different irrelevant pictures, including pictures of the sag measuring beyond the required 1", but they simple wrote me and said "Our warranty team said the sag is not enough". No other explanation. Due to the sag being in a row, the fabric sticks up without pressure and glides over the bad springs. Pressure is needed to show this, and perhaps this is the problem. This dip lies in the middle of my back, and I can feel it, even with their foam topper over it and cover over it. I would like them to honor their warranty of either replacing it, or repairing it. I ideally want to exchange it for 2 twin XL mattresses and pay the difference and get the movable bases, which would help their "bottom line". But them doing nothing is against the warranty contract.

  Business response

  08/26/2022

  We would like to thank the customer for bringing this to our further attention, and for working with our team on a warranty claim.The photos as submitted are not showing a permanent impression in the mattress greater than 1", without pressure being applied. The 1" threshold, with no pressure being applied, needs to be met for a warranty claim to be granted. If the customer can show this threshold being met, either now or with further use of the mattress, we will gladly replace or repair their mattress as needed. We would like to offer our sincere apologies for our agent not providing a further, thoughtful explanation of this decision, and would encourage the customer to please work with us further if seeing any increase in the impression beyond 1". 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been dealing with Nest Bedding about a mattress problem for a prolonged period of time to no avail. I have been interacting with customer service for months with *******... and his position keeps changing contradicts his earlier position. He ultimately agreed to send a replacement firm mattress. However, we had a medium firm mattress that worked well for a relatively long period of time. Therefore, that's what I requested. But, now it appears we are playing games and wavering on his position. nest doesn't seem like a reputable company, since they are reluctant to honor their guarantee. I see other comparable problems with other complaints filed against their company.

  Business response

  08/17/2022

  The customer had written in after experiencing some comfort issues on the mattress. Our **************** team member worked with the customer to review what may be the issue. After reviewing photos of the mattress and foundation, it was determined that there wasn't any defects in the mattress, and that the foundation was offering adequate support. Although the customer is outside of their trial period, and the mattress does not meet warranty requirements, our team still offered the customer a free replacement insert to address the customer's comfort issues. This was offered to the customer as a courtesy, and they were given the option to choose between Medium or Firm. This seems to be where some of the confusion lies, in the choice between Medium or Firm. The offer itself has remained consistent, but the customer does have a choice between firmnesses. After reviewing the correspondence, a replacement mattress was never offered. We are sorry for any confusion on that, but we are still looking to help! We hope the customer can continue to work with us on the solution of a replacement insert!

  Customer response

  08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that we will accept the offer for the bed insert, although we disagree with several statements made in their original reply to you.  We will gratefully accept and try the insert, but still contend that we have adequate indentations in the mattress to expect a complete replacement.  NEST offers a lifetime warranty against indentations of 1 inch or greater.  It is not easy to see in photos and it is unfortunate that they will not be able to personally view it to make a decision, but we contend that the mattress did not hold up as they stated it would.  We have attached two pictures of the mattress, although as stated, it is not easy to determine the degree of the dent.  We are disappointed that it took this level of complaining before any action was taken by NEST. 

  Respectfully submitted...

   

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

  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend and I were shopping for new bed frames. We walked into the Nest Bedding location in ****************** looking for a sturdy and stylish frame. We fell in love with the ******************* Platform/Stable. I made the sales associate aware that I was moving to *******, ** for a military move. The sales associate told us that they could have the new bed frame delivered and assembled at our new house in *******, ** through their "white glove" service. My girlfriend and I finalized the purchase on the Nest ******************* Platform/Stable (Nest Order #******) on 26 May 2022 for $2,180.37. We received confirmation that delivery would be made by *** (Nest's delivery company) on 17 June 2022 to our Seaside, ** address. When *** delivery came they realized that they forgot 1 of the 2 boxes so we had to decline the delivery. They rescheduled the delivery to 24 June. When 24 June came around we received notification that the *** delivery would be rescheduled for a 2nd time to 1 July 2022. On 30 June 2022, they rescheduled again and pushed the delivery to 8 July 2022. I contacted Nest and *** customer service to make them aware of the missed deliveries. Both companies responded and promised me that the bed frame would be delivered on 8 July 2022. On 8 July 2022 I checked the status of my delivery on ***s website and it stated "Cannot Perform Stop : Consumer fully refuses the order." I did not refuse the order. We were here at the delivery address the entire day waiting for this delivery. No one from *** arrived. I called *** customer service to get clarification and the customer service representative informed me that the real reason behind the missed delivery today was because of a missing box. The same box that was missed in the first delivery. I have wasted days planning my days around these deliveries. Nest and *** are giving me the run around. We still want the bed frame and we want a real delivery date! We also want monetary consideration for time wasted.

  Business response

  07/11/2022

  We would like to thank the customer so much for bringing this to our further attention. XPO is a 3rd party company that was hired out for this delivery and we are in communication with them to fix this issue ASAP. We are sorry for the inconvenience and will contact the customer directly to help further resolve this issue. It looks like there is currently a delivery scheduled and we will be keeping a close eye on that with our team. 

  Customer response

  07/13/2022

  I am rejecting this response because: I have not received delivery of my product nor do I have a confirmed delivery date. Nest bedding ************* reached out to me and apologized for the inconvenience. He has agreed to refund me a portion of my purchase for my troubles. Once I receive my refund and receive delivery of my bed frame without any defects I will accept Nest Bedding's response as agreed in the attached email.
  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought the pillow due to great Wirecutter recommendation but the pillow sagged so much as to increase back pain within 6-9 months of purchase. I contacted customer support several months ago as there is a "24 months warranty." They reluctantly sent us more "filling" but honestly, it doesn't solve the problem--pillow still sags through the night and causes great back discomfort. At this time, Nest customer support says they can't do anything else and won't offer a refund so we're out $142.48 for a single pillow bought 4/28/21! Sending a separate note to Wirecutter but hoping you at Better Business Bureau can please help get us a refund.

  Business response

  04/28/2022

  We have attempted to contact the customer via email to try and correct this issue. We see where some additional care could have been taken on our teams part, and we would like to offer replacements for these pillows. We believe our team did not send the correct amount of replacement fill, and we would now like to replace the pillows entirely. The customer is outside of their money-back return period, so we would not be able to issue a refund. We do, however, stand behind our product and would like to help resolve this issue.

  We are hoping to help, ***** Please respond to our emails so that we can work with you to replace your pillows.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company acknowledged that our ~3yr old ~$3,500 bed is failing and offered (in writing and in accordance with their lifetime warranty) to replace our bed free of charge. They also allowed us the option (after we asked) to choose a slightly different replacement option at no charge to us. We chose the second slightly different option and they said they would ship it. A couple weeks later we asked if the new bed had shipped. The company responded that they would not replace the bed unless we paid them, and sent us a request for funds. We refused and requested that they honor their original promise. After emailing back and forth they finally said they will send us a piece of the bed to insert and restated that they will not honor the original agreement (this is also not aligned to their warranty). I would be fine with this arrangement if other components that they are not replacing were not also failing and likely to fail again if replaced with the same component. I've provided a full email chain and original receipt. Happy to give more if needed. Happy with either solution below...at this point I do not trust the company and would prefer to end any association with them so refund is fine as well. I would take them to small claims but I would likely spend more time and money litigating than it's worth.

  Business response

  04/08/2022

  Thank you for providing this information. It was not to our knowledge that we had a misinformed employee email that offer as it is our policy to replace at similar cost and likeness of materials and the employee misinterpreted our final decision on your warranty matter. That is why when discussing the upgrade fee with another employee, there was confusion about our proposed solution and it seemed like we were flip flopping, which has now resulted in this issue. Regardless, now that we have looked into the matter more and have evaluated the defective component of this mattress, our decision to offer a free layer replacement is what is available.

  
  As per our warranty agreement "In the event that we in our sole discretion determine that your Defect is legitimate as per this Limited Warranty, your sole remedy will be a repair or replacement of your mattress with a comparable size and model mattress. In the event that your size and/or model is discontinued, we will provide the most comparable Nest Bedding mattress product available as a replacement at our sole discretion." We have the right to repair the mattress, and the offer to replace the defective layer is what is available at this time.

  
  If you want an upgrade to the more expensive mattress, the ****** we will ask that you pay the extra cost as it is a more expensive mattress. These mattresses were made to have their components replaced if they are defective, and the base layer has shown no dip over 1 inch. If the day comes that it does show a dip greater than 1", then that layer will be replaced and if a replacement is not available, then the whole mattress will be replaced.Tell us why here...

  Customer response

  04/13/2022

  I am rejecting this response because:

  
  1) Nest continues to claim that the ***** is not the camparable model to the mattress we purchased from them in 2019 (~3yrs ago).  After the warrantly claim was initiated Nest changed the product presentation on their site and claimed my bed was not comparable to the *****.   Both products have basically the same description and components described on their website.  The ***** is the only product on their site that is All Organic Latex (both top and foundation layer).  The ***** web page even states that it was formerly the product we purchased. The is disingenuous and I think other customers should be aware that they will not get the warranty as advertised when they buy this product. 
  See wayback machine from close to purchase date (Apr 2019) - https://web.archive.org/web/20190502041846/https://www.nestbedding.com/   AND   https://web.archive.org/web/20191002225037/https://www.nestbedding.com/products/certified-organic-mattress
  See wayback machine from ~Feb 2022 when claim started - https://web.archive.org/web/20220202081546/https://www.nestbedding.com/
  See current site - https://www.nestbedding.com/products/organic-all-latex-mattress   (the page even states that the ***** was formerly known as the Certified Organic All Latex)

  See attached receipt from purchase which identifies our product as the Organic Latex Mattress

  
  2) Nest claimed that there was a mistake made by an emaployee only after this complaint was lodged. They claim having stated such in phone conversations but this is not the case...I was instead told things like a change of manufacturer on thier part meant my mattress was not comparable to the ***** (which I show above to be the same product based on Nest messaging to consumers.  Review of the emails provided will show that the employee confirmed the initial resolution (which was later withdrawn) with their management before confirming.  Subsequent to Nests withdrawl of the originally agreed solution, Nest personnel were polite but from a customer viewpoint it seemed clear that Nest was scrambling to avoid having to honor it's warranty as described.  The partial replacement they are currently effecting leaves us with a failing foundation layer.  I think consumers should be aware. 

  
  

  Business response

  04/13/2022

  Thank you for the additional feedback. Our warranty states that its up to the discretion of our company to decide what mattress we replace any defective mattress with. We also have a right to repair the mattress before we decide to replace it. It also says that we can replace with a comparable mattress. While this can at times be an organic option, the Dove and ***** are not the same mattress or a direct comparable mattress to what you had previously purchased, as well as it costing significantly more than the previous mattress. We are also executing our right to repair the product before we move forward with a replacement. 
  
  I also see that our resolution to repair the mattress, by sending a new comfort insert has been agreed upon and is being processed. I have attached the email thread as well as a screen shot of this agreement. 
  
  We do apologize for the mistake that on of our employees made in regards to this matter. We are using that as a learning experience for our whole team. We do believe this was communicated to you as a mistake during a phone call with a member of our management team. Again, we do apologize for this error, but we would like to continue working with you to resolve this issue per our actual warranty terms.

  Customer response

  04/18/2022

  I am rejecting this response because: We only accepted the partial replacement b/c the business refused to do anything else.  We felt forced to accept or throw away a $3,500 matress that is only 3 yrs old. In all my emails  to Nest Bedding accepting the current remedy I clearly stated that my acceptance was under duress and I was not satisfied with the solution offered, nor do I feel it agrees to their warranty or original promise for resolution.

  
  

  I see what the business is stating about 'discretion', however their warranty is very clear and only applies discretion to:

  1) verification that a defect is legitimate (see #1 below, we cleared this hurdle)

  2) replacement in the case of discontinued size and/or model.  (see #2 below, they basically affirmed in email the ***** is compareable and state it is the same model renamed on their site)
  

  
  

  https://www.nestbedding.com/pages/nest-warranty

  WARRANTY OVERVIEW 

  Nest Bedding ("Nest Bedding, we, us) provides the buyers of our product (you) with a limited warranty (Limited Warranty) against certain product defects for as long as you own the mattress from the date of your purchase for the lifetime of the mattress. In the event of a defect, we will repair the defect or replace it with a current comparable model and size of a Nest Bedding mattress.    

  
  

  This clearly states they will either fully repair or replace with a current comparable model.  The only place 'discretion' is mentioned is pasted below. 

  
  

  IV. YOUR WARRANTY REMEDY

  In the event that we in our sole discretion determine that your Defect is legitimate as per this Limited Warranty, your sole remedy will be a repair or replacement of your mattress with a comparable size and model mattress. In the event that your size and/or model is discontinued, we will provide the most comparable Nest Bedding mattress product available as a replacement at our sole discretion.

  
  

  1. Defect Legitimacy - Nest Bedding acknowledged in email that our defect is legitimate. (see promise to replace in emails below)
  2. Compareable size and model - Nest Bedding acknowledged in email that our bed is compareable to the ***** by stating they would replace with the ***** at no cost (see emails below).  As shown in the wayback machine snapshots,  at the time that I initiated the complaint (2/8/2022) the ***** was still called the 'Certified Organic All Latex' which is the model we bought.  The  'Certified Organic All Latex'  was renamed as the ***** and continues to say on their site that it was formerly the  'Certified Organic All Latex' .  The site acknowledges that they are one in the same.  The descriptions and components are the same.  

  
  

  I ask again for the company to honor it's warranty as stated and correct our failing 3yr old mattress with a full repair with  'Certified Organic All Latex' parts or comparable model, as promised.  Please keep in mind that Nest Bedding originally promised, in writing via email, to honor the warranty with the (*****) or allow us to sub the Dove ( a lower model ) at no cost ot us (in fact they offered a refund of the difference if we chose Dove). We chose the Dove b/c we felt it may last better and they assured us on 3/14 the replacement was being ordered and would be on it's way soon.  Subsequent to this there has been almost a month of back and forth where Nest Bedding tried to ask me to pay, tried to tell me that a change in manufacturing partner on their part meant my model was not the *****, and now refuses to effect full repair or replacement.

  
  

  Please see selected supporting emails below...full email chain attached to original complaint. 

  
  

  
  

  ------------------BEGIN EMAILS---------

  ***************************** (Nest Bedding) Mar 14, 2022, 9:19 AM PDT Hi ****, Great! I will have my team get this ordered right away. Can you kindly provide the best delivery address as well? Respectfully, ***************************** Customer Service Representative Nest Bedding 1811 **************************************************, 95928

  ****.brookes Mar 14, 2022, 5:43 AM PDT Hi, Apologies. I somehow missed this email coming in.  Let's go with the Dove hybrid organic latex with the difference credited back to us.  Thank you for facilitating the swap!  We are hopeful that the coil version with the ability to replace the latex layer will allow us to avoid this situation in future.  :-)  Cheers, Please ship to: 497 **************** ********, **  05477 --- *******************************, CPA, CGMA ************ **************************   "The foundation of every state is the education of its youth."  - Diogenes of Sinope, Greek Philosopher, c. 323 BC

  ***************************** (Nest Bedding) Mar 10, 2022, 9:00 AM PST Hi ****, Thank you for writing back in and I apologize for the delay. At this time, it is your choice of model and my team will either refund the difference, do a straight claim for the *****. Please let me know which model you are interested in and I will get this ordered right away. Respectfully, ***************************** Customer Service Representative Nest Bedding 1811 **************************************************, 95928

  ****.brookes Mar 10, 2022, 6:57 AM PST Hi *******, Checking in.  Any updates on which mattress they will send?    Cheers, --- *******************************, CPA, CGMA ************ **************************   "The foundation of every state is the education of its youth."  - Diogenes of Sinope, Greek Philosopher, c. 323 BC

  ***************************** (Nest Bedding) Mar 2, 2022, 9:35 AM PST Hi ****, Great, thank you for this! I have provided this information to my team as well and have followed up to get this rolling in the right direction, I will reach out as soon as I have heard back. Thank you again! Respectfully, ***************************** Customer Service Representative Nest Bedding 1811 **************************************************, 95928

  ****.brookes Mar 2, 2022, 9:24 AM PST Hi, I spoke with my husband and if the 'Dove' King (euro) medium with cost diff comp is an option, I think we would want to go that route. The understanding being that it maintains the lifetime warranty and we can request replacement 'parts' if a particular part fails rather than having the whole mattress go to waste.  If Dove is not an option we would stick with ***** King (euro) medium and cross our fingers that it lasts this time with the improvements to QC and materials.  :-)  Thanks!  Looking forward to getting back to a good nights sleep! Please send to: 497 **************** ********, ** 05477 ************

  Business response

  04/18/2022

  *** mattress after further inspection is shown to only have dipping that is visible and measurable in the accessible 3 inch latex layer, which was measured and sent to us by the customer. *** 6 inch base layer does not have any measurable defect that can be shown at an inch or more.  *** design of this mattress is made to be able to replace components if one is found to be defective or if the customer wants to renew their comfort. After examination, we have found that the only issue with this mattress is the 3 inch layer, which has been offered to the customer to be replaced free of charge. Our warranty dictates that we have the right to repair a mattress, which is the path we are offering the customer. Once the has been replaced, the mattress will be fully operable again and no further action will need to be taken.  *** customer has also been informed that if the base layer is found to have similar wear and tear of an inch or more, that layer would be replaced as well at no cost to them. *** customer has accepted this option that is available to them and Nest Bedding has already ordered the replacement 3" latex component.   *** customer is unhappy because they want us to replace their entire mattress with a new organic mattress that is $1200 more than what they had payed from a different brand. This was rejected by our company and we are going forward with the right to repair the mattress as per our warranty dictates. 

   

   

  Customer response

  04/27/2022

  I am rejecting this response because: 1) I'm not willing to accept at this point until I actually see the 3" layer arrive and confirm it is the correct item as described.  I also am not willing to accept until we can confirm whether replacement of the 3" layer makes any difference.  ************** layer shows sag and when both layers are combined it meets the 1" test described to us and accepted by Nest.  

  2) I did not request a different 'brand'.  Last I checked we bought a Nest Bedding mattress (see original purchase rcpt in complaint docs) and I requested replacement with a Nest Bedding mattress, same brand.   I did initially ask if the company would be willing to do a slightly lower model than our current model because the lower model (Dove) had a spring foundation and would likely not experience the sag we have seen in the foam foundation we own ****** / formerly known as: Certified Organic All Latex ).  *********** said, in writing, they would be willing to make the swap and stated it was being ordered.  Later they changed their mind. That aside I still do not  have delivery of any replacment or replacement parts.  I accepted (under duress) to try a 3" replacement on 4/7.  I finally received an order notice the last time I responded to BBB on 4/18...more than 10 days later, as of today I still have no shipment notice.  It's been ~3months now since the original reach out to Nest Bedding.  I'm upset because I feel mislead and have had to spend significant time to get any semblance of adherence to warranty for a bed that I paid a good amount for and should have lasted at least 10years but has only lasted 3. 

   

  
  

  Business response

  04/27/2022

  A warranty resolution has been proposed, agreed upon and the replacement layer is in production. The customer has not received it yet because it is in production and needs to ship after completion. If this replacement does not resolve the issue, she may work with us further on a warranty claim at any time. 
  
  We do regret the error made by our ******** Service agent, and this has been explained in full. We reserve the right to repair or replace any defect under warranty, and we are attempting to do just that. We are replacing the defective component of this mattress. In the event that a model is no longer available, it is not up to the customers discretion to determine what would be a comparable model. We are operating entirely under our warranty agreement and attempting to solve this customers issue per this agreement. 

  Customer response

  05/11/2022

  I am rejecting this response because:  The proposed replacement still has not arrived.  It has been a month since this partial measure was accepted on April 11.  It was promised to be a **** business day turnaround.  This complaint remains unresolved until the issues with our mattress are fully addressed and we can sleep again in a mattress that has not turned into a very expensinve hammock shaped foam pad.
  

  Business response

  05/12/2022

  We are very sorry for this delay and it will ship soon. Production and shipping are unfortunately still strained due to supply chain issues from current economic events. We are working with our teams to get this out as soon as possible and to keep the customer informed.

  Customer response

  05/16/2022

  I am rejecting this response because:  This is continuing to drag out for months and at this point I have little faith that the proposed solution will help.   Nest Bedding is offering only the top layer while the foundation layer is clearly also breaking down.  I've also found that it appears I am not the only consumer with this issue (https://www.consumeraffairs.com/furniture/nest-bedding.html ).  I suspect Nest Bedding is aware these beds are breaking down and their interaction with me leads me to suspect that they are scrambling to avoid losing greater losses than they have already incurred.  Also sending me the same thing to likely have it break down again in a few years does not solve when you are talking about a product that is expected to last 8-12yrs minimum (especially at this price point). 

   

   

  
  

  Business response

  05/17/2022

  We would like to thank the customer so much for their business and continued feedback, we really appreciate it! We are happy to be working hard on the replacement as the agreed upon solution. We understand the frustration with the delay, as supply chains are currently a bit strained, but appreciate any patience with this process. Thank you again, and we're hoping to have this resolved as soon as possible.

  Customer response

  05/23/2022

  I am rejecting this response because: Continuing to reject until this is fully resolved.  Holding further feedback pending action this week by Nest Bedding to either resolve this monetarily or get a ******** date in place to deliver warranty replacement.  This will also stay open pending foundation layer determination if only a top layer is supplied.

  Regarding supply chain:  I understand supply chain issues.  However, I also don't see the ***** in a King size medium firmness (previously known as the Certified Organic Latex Mattress which we purchased) shown as out of stock or delayed delivery on the Nest Bedding site as of this writing (see screenshot). This raises some questions about the supply chain delay statement made by Nest Bedding.

  
  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date bought Nest Bedding ************************** 11/24/2017 Paid Mattress $1199. With frame and pillows $1475 Warranty Committed (From website) Your Nest Bedding mattress has a limited Lifetime Warranty! Nest Bedding ("Nest Bedding, we, us) provides the buyers of our product (you) with a limited warranty (Limited Warranty) against certain product defects for as long as you own the mattress from the date of your purchase for the lifetime of the mattress. In the event of a defect, we will repair the defect or replace it with a current comparable model and size of a Nest Bedding mattress. In email 11/26/2021 Nest said warranty now 10 yrs Nature of Dispute : Upholding Warranty 1. Bed is defective after reaching 4 years of use. Internally the mattress does not support 2 people without excessive sagging, unevenness, ****************** aches 2. Nest will not acknowledge any issue. Denied warranty request and replace. Told no issues seen. 3. Model is now discontinued. Replacement redesigned and renamed recently to make the wear item / defective part replaceable 4. Warranty process is time intensive (4+ hours of my work over wks), wholly subjective , and unnecessarily complex. Emails, phone calls, measuring, and pictures required and intended for the customer to be denied and no warranty replacements. Process does not capture our issues 5. During purchase my concern about help was assured by comprehensive warranty and customer support Resolve - Nest said You might also want to unzip the mattress and look under the foam layers and see if the sagging is caused by the coils or if it is a breakdown of the foam. Not having the model that unzips I am unable to check. This is evidence that the coils or foam is a known issue and why my model is no longer sold.Worked through warranty steps 11/26/2021 until 3/6/2022 when they closed & rejected as did not meet Nest definitions of defective. Offered a 30% discount on a replacement product. Order# *****

  Business response

  03/09/2022

  Thank you for letting us know about your experience. We are sorry to hear that you feel this way about your warranty claim. Our team does need to collect photos of any warranty claim so that we can review the issue and assess any damage or defect. We do appreciate that you worked with our team to provide those photos, but unfortunately we were not able to see any defects. The photos that we ask for (of the mattress surface, tags, foundation, and a weight test if applicable) will show any defects with the support of the mattress. We are always happy to revisit a warranty claim with you, but the mattress will need to meet our warranty parameters (1" of permanent impression in the foam, or a significant difference in sinkage with a weight test) before we can replace it.

  Customer response

  03/09/2022

  I am rejecting this response because: No resolution was offered.   The method they require to verify a defect is completely subjective and depends on the customer putting a weight on, at various places, and measuring depths.  Depending on the weight I can get various results and readings and depending on how I push the tape measure down it varies greatly.  There is no standard weight size or amount.  The instructions are very cryptic made on PowerPoint.    Because I am honest I did not make the results skewed but it is possible to do that.   A customer telling you the product does not work should be sufficient and a reputable company would want to know why.  The only concern NEST has is an outdated inaccurate process to review pictures and tell me the mattress is fine.  This is rejected because NEST BEDDING is not addressing the issue that this mattress has a defect and issue .   It is no longer made, because the top foam layer needs replaced or other structure and wears prematurely.  It is not usable at this point and 4 years old. 
  

  Business response

  03/09/2022

  Thank you so much for the additional feedback. Because we know that not all of our customers will have the same units of weight measurement, we just ask that you use the same weight for all measurements. Keeping that consistent and placing that same weight in different sections of the mattress gives us an accurate idea of how the mattress is reacting to weight in different spots. We actually ask that the tape measure being used is not pushed down, as that will skew the accuracy of the measurement. The reason for the redesign of the mattress to have the replaceable foam inserts was to ease the process of an exchange (and keep perfectly good, brand new exchange mattresses out of landfills), and not due to a known defect. You are always welcome to continue working with us and give the process another try. Wed be happy to reopen the conversation with you if able to provide the necessary photos. 

  Customer response

  03/09/2022

  I am rejecting this response because:  I have followed the photo process multiple times, far beyond any reasonable request.  The issue is not about following a photo process, it is about honoring a warranty and the picture process is intended to discourage customers from getting a resolve, and is subjectively be decided that there is no issue.   When 2 people are using this mattress it sinks to an uncomfortable and unusable level, additional photos are not going to show that because I am not photographing a person and sending that online.   The warranty process is designed so that it cannot be utilized.  If the rationale is the foam defect has to be 1 inch depression,  then exactly **** mm is a defect and **** m is not?  What about 20mm? Please advise.  I am out of patience in taking the bed completely apart and reassembling to provide sets of photos that are decided as insufficient or item is not defective. It is.  I do not have anyone to assist to do what is being requested.  Hold a measuring tape to a stick to a weight and stand on the far wall of the room?  My arm is only 3 feet long.  You have not provided an exact standardized weight to use and coordinates on the bed and approved measuring device.  Why is NEST insisting on pictures of a ***** lb weight when a person weighs 180 lb?  I think you misunderstand the intent of this dispute.  Have been going back and forth for months and NEST is putting all the responsibility back on the consumer when they have an issue.  I also do not appreciate my reviews being removed, or coded so they are unable to be viewed from the website when NEST asked for my feedback.   It is not a fair review system that only shows positive reviews of new mattresses and does not include all reviews.   Also the new model is replaceable is exactly the reason I am contacting NEST for warranty help since the item I have does not have the replaceable part - it is deteriorated to the point of not being usable.

  
  

  Business response

  03/10/2022

  We would like to keep working with you, but we will need to see photos showing a defect in the mattress that meets our warranty parameters, as agreed upon at time of purchase. The intention of these photos is not to discourage or inconvenience you, but we need to see sufficient evidence of any defects before we can consider the mattress defective. We have specific photo requirements that do show us when these defects are present. Please continue to work with our **************** team on this, but the photos will need to show a 1" sag in your mattress as indicated under acceptable warranty coverage.

  Customer response

  03/10/2022

  I am rejecting this response because:  The photos have been provided which do show the criteria requested.  This is rejected as not a resolution.  
  

  Customer response

  03/11/2022

  If additional photos are required above the 20 sent I would request specific information to be able to to meet the requirements of NEST bedding.  I will need to know how many photos are required, of what, what weight is to be used, the exact distance they need to be taken at, what precise coordinates on the bed they are to be taken at, and what is the objective the photos are intended to communicate to meet the requirements they are asking for.  

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