ComplaintsforGood Night Naturals

• Initial Complaint

  12/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On or about 11/2018, **** the owner seemed very confident about his mattresses+helped me choose a mattress +topper. After hearing his comments and trying out the mattresses, I chose a firm mattress and a medium firm 2 inch talalay topper. When I was ready to order, however, surprisingly **** told me he thought I should order the medium 2 inch talalay topper not the medium firm because I would be happier with the medium. He was confident and I trusted his opinion since he owned the company, was an expert and had experience with his products. I was the layperson who trusted his expert word so I followed his advice and ordered the medium. HE WAS WRONG. The talalay topper was too soft for me. I am a very busy person and travel a lot. I thought I would get used to the soft talalay topper over time but never did. After covid hit us and businesses were back to normal, I informed **** that I should have ordered the medium firm as I had originally wanted. I assumed that **** would want to cooperate with me in good faith to resolve the unfortunate situation that he basically caused. His quote (#****) to order me a new medium firm topper is $392.80 plus $75 for shipping to Las Vegas. I was willing to pay for his cost to order me a medium firm up to $200 which I thought was more than fair given the facts. He basically refused. He offered to pay for the shipping cost of $75 even though I told him I would pick it from his store to save the $75! I could not believe the bad customer service I received from ****. I request a $392.80 refund for the bad topper he told me to buy and I will return it to him. **** told me to try to buy another topper online from another company. I paid him over $******** total for the mattress, frame, and topper and he has refused to reasonably resolve this problem. After seeing how **** is handling this, I now believe he may have had a Medium topper in stock and wanted to get rid of it. I think he saw me as an easy victim.

  Customer response

  01/19/2022

  I believe he is not abiding by BBB ethical standards. I do not want other innocent customers to be taken advantage of by him. He appears to be very nice which is why I trusted his advice when he told me to buy the medium instead of the medium firm which I originally wanted to order. His refusal to work out a good faith settlement is disturbing. I would like to publish to the public that he is not a good business to buy from. In my opinion, he is not to be trusted and does not deserve to be backed by the Better Business Bureau.

*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. ↩