ComplaintsforNest Bedding, Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been attempting to return my mattress for the past two weeks now. I waited for the required 30 days to initiate the return. I was told that I would need to take apart my bed frame and place my mattress on the floor to try it out. They are stating that I must do this because my bed has slats. I took apart my bed frame and have now had my mattress on the floor for quite some time. I have been emailing them to continue the return process, but have not heard anything back. This has been one of the worst return experiences ever. You cannot reach anyone via phone, they only work through email. This has been an extremely unpleasant experience and I just want to return this mattress already. We are upset with the quality of the product and do not want it. I don't understand why it has been so hard to initiate the return process. The website states that customers have 90 days to try it out. I need someone from the company to contact me and initiate the return process.Business response
11/23/2021
The customer wrote in on November 15th requesting to return the mattress. We initiated the process, per our policies, by requesting photos of the mattress. This process is to guarantee the original customer is still in possession of the product, to ensure it is undamaged so that it can be donated, and to confirm the product was being used correctly (i.e. on the proper foundation). When we received the photos on November 16th, it was found that the mattress was used on bowed slats. Per our policy's terms of use, the return was denied until the customer could show they sampled the mattress on a proper foundation. On the 18th, the customer confirmed they would do so and let us know if their comfort improved within the next few days. On the 22nd, they reached back out to say it hadn't improved and they would like to move forward with the return. The associate they reached out to was not immediately available to respond. Another associate was able to assist within 24 hours, and the customer has already been contacted to continue with their return process. All processes and procedures have been upheld per our terms of service that are agreed to at the time of purchase by the customer.Customer response
11/23/2021
I am rejecting this response because:I will accept once I have been contacted by the pick up company and the refund has been initiated.Thank youBusiness response
12/02/2021
Hi *******, we see the refund has been processed at this time and just wanted to follow up.Customer response
12/03/2021
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.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
21 total complaints in the last 3 years.
3 complaints closed in the last 12 months.