ComplaintsforDynasty Mattress
Mattresses
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We received our mattress. However, the box itself was soaked in water. When we opened the box and unfolded the mattress, the mattress itself was wet and smelled like mildew. We had to remove from our home and put outside because the smell of mildew was very overpowering. I emailed customer service, and their only solution for us was to wash the mattress cover. I will not have myself or others sleeping on a mattress that has bacteria on it, and I should not be asked to wash a mattress that they sent us wet. I would like a refund or a replacement ASAP.Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased an adjustable bed from dynastymattress website back in May 2020. This purchase was for the DM9000s adjustable bed. I searched for several weeks trying to find the best bed with the best warranty. There were several company's to chose from but I chose this company and this bed because the warranty was a 10 year warranty on the frame, parts, and labor. All of a sudden the bed stopped working. So I had no choice but to reach out to Dynasty Mattress for help. I have been trying for a week to get a response from this company. To file a claim on the warranty or just to speak to someone about replacement parts. I have sent 2 emails from my email account. I have called three times and actually left a voicemail for someone to reach out.I have started a chat on the website which did not get a response even after 22hours. I have sent three warranty claims thru the warranty claim section on their website. Which states there will be a response within 24 hours. It is posted everywhere that you will get a response within ***** hours. I have called both numbers that is posted as contact numbers online and either get a recording that the call can't go thru or music playing with the eventual hang up. I have tried everything I know to do to get in contact with this company and get help with a warranty that was guaranteed with purchase of this product. A warranty that is posted all over their website. If they do not intend on backing their products with the warranty promised at the time of purchase. Then the company should not be allowed to sell a product under false pretenses. I would have never paid the price I paid knowing there was no warranty on this bed. I would have found one from another company. I feel like I was scammed. When the company clearly has no intention of upholding the promises they make at the time of purchase and the false advertising of such warranties with the purchase of one of their adjustable beds.Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The seller claims to offer a full refund on its mattress within 100 days of purchase but actually charges a 20% restocking fee in addition to making to purchaser bear the cost of finding a freight company and paying for shipping to ********. The total cost to return the item is closer to $200 of the $419 spent. I have not used the product although it was unboxed. This amounts to a deceptive advertising practice. I want the full refund advertised of $419 I have attached their page from Amazon and the follow up return communication.Initial Complaint
05/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This business advertised on their website that they were having a sale with 40% off site-wide; however, the prices did not reflect the 40% discount. I also had a code to use for an additional 15% off. I have sent multiple emails about this - I finally got a reply from ****** who advised he would send me an invoice reflecting the advertised discount - this invoice was NEVER received!!I have left messages (no one ever answers the phone) and I have sent many many emails with NO RESPONSE!!So it sure looks like false advertising that they never intended make right????I have purchased two mattresses in the past and had a friend purchase one as well. I am very disappointed to be treated this way!Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They say 10year warranty on this product. Tried to File a claim and done everything they said. tried to contact via phone no answer. called 800 number and left messages. Still no response.Initial Complaint
03/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered the DM9000F Series Adjustable Bed Base Frame with **************** glove setup sounded good until the 300 pound box was left at the curb in the snow. I received an email from Dynasty Mattress requesting a review and when I tried to leave a review the website would not accept a bad review.Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased an ************* 10 memory foam mattress after reading reviews. It was fine for the first year or so.Then it started to become harder and developed a sag in the middle. I followed all maintenance guides. I called was asked to send photos I did. Never heard back. Then called was told to flip the mattress which wasnt possible. Called back was told that was wrong information and i should by a topper. Warranty states sagging is covered and so did an employee. Its only 3 years old cant sleep on it anymore its hard and painful to try and sleep on. Once again i was asked to send photos and..again no one answers my calls or emails me back.Website states 30 year warranty, employee stated sagging of more than an 1.5 is covered. Mine is lime 2-3 sag. Photos show approx 1.5, but i dont have anything long enough to put across the entire distance. It would be over 2.5 if i didInitial Complaint
07/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Dynasty Mattress on Amazon seven years ago, 01/22/2016 . This mattress came with a 10-year warranty. My mattress has indentations in it. I filed a warranty claim 2.5 weeks ago, 07/11/2023. I exchanged over 30 emails, and left at least a half dozen voicemails. The issue is still not resolved. The company keeps jerking me around. They had me send pictures of the defect 3-4 times. Every time they email (they will not call). they want me to do something more. For example, they wanted to know the width of the mattress, I emailed 72". Then they wanted the length and width. Then they wanted pictures showing the length and the width. I told them to look at the pictures I already sent. The length is shown in the pictures. I asked them to call me SEVERAL times and they refuse. I've told them I want a refund of $579.00 or credit on Amazon for $579.00 or the mattress replaced with an exact same model of mattress. Because of the run around they were giving me, I promised I would do everything in my power to let people know the poor customer service I received.Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Aug. 20, 2019 $1,381.49 A Lifetime Warranty which I recently saw they changed to 10 years, May 13, 2022 emailed the company about the motor on my adjustable base being really loud, I have been going back and forth with them through emails and they keep requesting ***************** (which I have sent), taking the legs off which I cant do because I am disabled, taking the bed off rug which it has never been on a rug. There were times that months would go by with no communication from them. I finally started to contact them through Amazon and the last time they responded was Jan. 31, 2023 then I sent 2 messages and no response. I spoke to someone at Amazon and they sent a message June 27, 2023 also no response from Dynasty so I contacted Amazon in regards to the A to Z warranty and Amazon sent another message to Dynasty Jul. 10, 2023 requesting a return label because I have had it with all the run around they were giving me so I just wanted my money back. I called Dynasty Jul. 17, 2023 and explained to them I was fed up with all the run around since May 2022 and wanted my money back they told me I would have to send it back to them and I told them I was not incurring that cost as this has been going on for over 1 year and they have made no effort to fix it I told them I was going to contact BBB and the girl hung up on me.Order #***-6203163-8522621 I have all emails but I cant upload all of themInitial Complaint
07/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I order a ********************** that was a flex head king . This ********************** goes with a bed ***** I purchased and does not work with other **********************es.I got a regular king ********************** I've emailed repeatedly and while they admit fault and and say they will refund the money nothing has happened for days.They won't return my calls or emails.It was a ****** ********************** I am having surgery and I have told them time is a factor . I do not believe they had any intention of refunding me.They say they would buy didn't give a time frame and now have stopped all communication.I can't afford another **********************es without this money being refunded .Also at first they wanted me to return the ********************** as an exchange /return I said it wasn't an exchange/ return.I received the wrong product I received something I didn't pay for. I am still either waiting for what I did pay for or a reimbursement for selling me something they did not have.They wanted me to mail back the ********************** .I said that would be over a 100 bucks and I could not afford that and again it was their mistake.If they wanted me to do that to send a paid for shipping label and I would be happy to send it.Then they asked if I wanted it for half price ?I said no we have a bedframe that cost us quite a bit to give us a flex head adjustable bed and that we needed that style of ********************** to make it work.So then they wanted me to donate it and after proof of donation I would get a refund.I said I would be happy too , if I can find a place that will take it but that we can talk about what I should do with the wrong ********************** once they solved the problem of either reimbursement or they could just send me what I actually paid for.I didn't want to give away my proof of the wrong ********************** or have them say how do we know you donated "that" **********************..I have emails of all of this.I tried to be nice -ish but they were frustrating and again time is a factor .If you can help if be grateful.Thank you
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Customer Complaints Summary
13 total complaints in the last 3 years.
7 complaints closed in the last 12 months.