Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased two split California king ******** Preferred Enchanted Plush Luxetop M mattresses in September 2014. Over the past 12 months, we've experienced increasing back, hip, and knee pain. Despite rotating the mattresses, the discomfort persists, and we've also noticed spring-related "pings" and sagging edges when getting out of bed.These mattresses are covered by a 25-year warranty, yet after months of inquiries, we were redirected to E.S. ********************************************** We submitted a formal complaint detailing sagging and health issues, as both of us are in our 70s. The company sent an inspector from Integrated Bedding Group, who confirmed visible sagging, calling it "big dips." However, the inspection methodusing a cardboard cylinder and a leveling rope to measure sagstrikes us as inadequate, especially since the edges are also sagging, which skews results.E.S. ********************************************* denied our claim, stating the sagging was "normal body impressions" and "normal upholstery layer settling." This dismisses our legitimate health concerns. They also referenced a Warranty Card stating a 10-year coverage period, contradicting the ****************** our sales invoice. Based on customer feedback, it seems the process is intentionally biased against claims like ours.We also visited two Aireloom retailers and sent E S Kluft photos comparing the sagging in our mattresses to their new ones, but the response from the company was dismissive, suggesting that our preferences had changed over ******* a physician, I can confidently say that the pain we experience is directly related to the mattress condition. We travel frequently and do not have similar issues with other cheaper beds.We are disappointed by the lack of accountability from such a prestigious brand. We hope the company will honor its warranty, particularly for senior customers like us, and replace our defective mattresses.Please refer to the attached Word document named 'E S Kluft CA BBB Complaint' for more information

  Business Response

  Date: 11/19/2024

  Thank you for giving ES Kluft the opportunity to address Mr. ******* concerns.

  
  The Enchanted mattress Mr. ****** currently owns is a plush (soft) mattress designed to conform to the body. It has undergone inspection by a third-party inspection company, which conducts evaluations for all mattress manufacturers within the industry. According to the inspection results on Mr *******'s 10-year-old mattress, the impressions found are within the warranty guidelines, based on these findings, Mr. ******* claim was unfortunately denied.

  
  Additionally, the mattress Mr. ****** is comparing his Enchanted plush mattress to, as shown in the photos he provided, is a ******* Firm (hard) mattress. After 10 years of sleeping on a plush mattress, it seems that Mr. ****** now finds a firm mattress more comfortable. Given this, we suggest that he consider purchasing a firm mattress, as it appears to be better suited to his current preferences.

  
  Regrettably, we are unable to overturn the outcome of his claim on the Enchanted plush mattress. Our warranty policy is in place to cover manufacturer defects as outlined, and no defects were found in this case.

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kluft company does not honor the warranty they offer every consumer once the product found to be defective upon inspection. They ask you instead to contact wherever you purchased the mattress from. In most case the authorized seller does not have their own policy. They make up something considered "Internal Policy" to forfeit the actual manufacturer warranty. This seems to be a violation. They have gotten away with this over the years. There's no way for consumer to reach out to the higher level or any type of support at Kluft company.

  Business Response

  Date: 08/26/2024

  Thank you for allowing Es Kluft to respond to this complaint from ***************. Bloomingdales inspects mattresses claims using reputable 3rd party inspectors and processes all warranty claims for their customers internally, to insure an excellent transaction experience. Their claim process is like a large majority of bedding retailers nationwide. Bloomingdales presidential level customer service team has offered the customer a full refund and or an exchange with an equivalent mattress. *************** has declined both offers for his 9-year-old mattress and is demanding a more expensive mattress but does not want to pay the upgrade difference in cost.
  
  Warranty states if identical product materials are not available at the time of product service, Kluft reserves the right to substitute material or product of comparable quality.

  Warranty card attached.
  
  

   

  Es Kluft **************** Dept

  Customer Answer

  Date: 08/28/2024

   I am rejecting this response because:

   

  FULL REFUND is not what your warranty promises to customers. Although Bloomingdales offer an exchange with an equivalent mattress, the mattress that they suggested (AGATE) is not the equivalent to our mattress. We don't necessary want a more expensive mattress. Based on several written emails with Bloomingdales associates/managers and their counterpart/ ***** at Kluft, the equivalent mattress to ours is ********** It's strange that Bloomingdale's/Kluft refuses to grant this exchange and accusing us of aiming for a more expensive mattress. We have also made a suggestion to keep the defective mattress and receive  a refund so we can find another brand of mattress or to pay half of the price difference between Agate and ******** All were rejected by Bloomingdales/Kluft. Furthermore,it really doesn't matter how old the mattress is, as long as it's within the warranty it must be honored.

  We are still willing to work it out to resolve this matter.

   

   

   

  
  

  Business Response

  Date: 09/04/2024

  As mentioned previously, our warranty requires repair or replacement of any defective product, and if an identical model is not available, substitution of a similar model will be provided.  
  **************** has been offered the equivalent replacement for his 9-yr old mattress from *************, which is the Kluft Agate. In addition, ************** has made extensive efforts to accommodate ****************, including a full refund, but the customer has declined all options. 
  Additionally, customer service from E.S. ********************** has confirmed with the customer numerous times that the Agate ********************** is the most comparable option available today.  If the customer wants to work out a different model, that would be accomplished through the retailer and is at their discretion, as is it outside the warranty guidelines.
  We are confident that the warranty is being upheld through Bloomingdales.  They have gone above and beyond the Kluft warranty guidelines to assist **************** in this situation. 

   

  Thank You,

  ES Kluft Customer Service 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:

  First of all there's NO such thing in the warranty stating that you can offer any mattress as you're please.  I have copy/paste the warranty on Kluft's website at the bottom of this message. I have also attached a copy of the warranty with higlights.

  It's mind blowing why KLUFT is forcing the ***** series as a replacement. We have lower back issues and AGATE is a firm mattress. Otherwise we would have accepted that. There's been many complaints on BBB against this company since they don't offer a professional and customer friendly service. It's a shame.  As mentioned in our previous message we have a few statements (in writing) from ************** store specialist and their KLuft's **** that the  EMERLAD is the closest line to our defective mattress. Long story short KLUFT has until this Friday to work this out otherwise Kluft's Agent Mr. ************************* will be served once we have filed a lawsuit  for breach of warranty. Maybe at that time Kluft realizes it's easier to pick up the phone and solve customer's issues instead going to court.

  MATTRESS WARRANTIES
  Kluft warrants to you, the original purchaser, that if your Kluft mattress or
  foundation fails because of a defect in material or workmanship outlined in the
  Mattress Warranty Card by the manufacturer during the amount of years (reference
  the warranty code on the law tag on your Kluft product) of the original
  puchase date, Kluft will repair or replace such warranted item. In this case, you
  will not be charged for any repair or service to the unit except for transportation
  cost. You must have a copy of the original store purchase receipt clearly showing
  the date of purchase and the purchase price along with this warranty card. If
  Kluft determines that repair is impractical, you will be furnished a substitute unit
  of same or similar color, design, style, and quality. You will be charged for any
  transportation charges. (See mattress product care & attention for instructions on
  how to properly care for your mattress.)
  

  
  

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the Aireloom Oiji mattress that I purchased from Ortho Mattress in July 2023, which was delivered in August 2023. Initially, the mattress met my expectations; however, by early 2024, I noticed significant sagging on the left side when facing the mattress. This issue has progressively worsened over time.Upon contacting Ortho Mattress to address this concern, a representative was dispatched to assess the condition of the mattress. It was confirmed that the mattress is indeed sagging. Despite this, I have been informed that the mattress will not be replaced. The reasons provided include that the sagging is not deemed deep enough, despite it exceeding 8 inches, and the presence of a stain on the mattress.I would like to clarify that I have always used a waterproof mattress protector, and subsequently added a mattress topper, both of which now exhibit a similar stain. This staining is likely a result of the yellow backing of the mattress protector and not due to any spillage on my part.Furthermore, I was verbally assured of a 10-year warranty at the time of purchase, but I did not receive any written documentation outlining the terms of this warranty. As a result, I was unaware that stains could potentially void the warranty. It is concerning that the warranty terms were not clearly communicated to me, nor was I provided with a warranty pamphlet for reference.As a single mother and student, investing over $6,000 in a mattress was a significant financial commitment made with the expectation of receiving a product that provides both comfort and durability. The current state of the mattress, coupled with the lack of support from Ortho Mattress, is unacceptable.I respectfully request that Ortho Mattress and Aireloom honor the warranty and replace both the mattress and the adjustable base. I believe this is a reasonable request given the circumstances and the investment made in your product.

  Business Response

  Date: 03/13/2024

  Thank you for sharing and allowing us the opportunity to address ************** complaint. The Ojia Luxetop M2+Plush is the softest mattress we manufacture. The materials will settle, and the mattress will become even softer. A complaint was filed on behalf of ************** by ***** and a third-party inspection company inspected her mattress on 3/3/24. The findings were 3/4 on the left side and 3/8 on the right. Warranty states sagging over 1.5 is a manufacturing defect. In this case, it does not exceed warranty guidelines, so this claim was denied. The inspector indicated there is an 8 stain on the mattress. It did not report it was sagging over 8. There is also a 12 stain on the topper. Warranty states we can and will deny claims due to stains on the mattress due to sanitary reasons.  ************** claim was not denied due to stains,it was denied because there are no manufacturing defects as outlined in the warranty policy.
  
  All warranty cards are physically attached to the mattress. We also post our warranty policy on Aireloom.com under the warranty tab at the bottom of the page.
  Ive attached the inspection report and the warranty policy for you to view. The third-party inspectors are not employed with ES KLUFT, they are independent inspectors that work for all bedding manufactures.
  
  Based on the findings of the third-party inspector and our warranty policy this claim will remain a denial and we consider this a closed claim. 

   

  ES KLUFT & COMPANY 

  WARRATNY DIVISION

  Customer Answer

  Date: 03/13/2024

   I am rejecting this response because:
  
  Other than the tag there was nothing attached. To have a customer pay more than $6k and the ********************** sagging less than a year of ownership and use an excuse of a stain to justify not repairing or replacing is fraudulent.  No liquid has ever touched my bed. I work hard for my money and wasting money like this is disheartening. Please have someone call me. 

  Business Response

  Date: 03/19/2024

  We are sorry you do not accept the denial against your warranty claim however, mattress was inspected by 3rd party and based on the inspection report your mattress was not deemed defective under the manufacturing warranty guidelines. 

  Unfortunately, we cannot replace nor exchange mattress under these circumstances. 

   

  ES KLUFT WARRANTY DEPT.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a mattress as a gift from this company 5 years ago. The mattress is very uncomfortable and deformed ve now. I called costumer service and they told me the warranty is 10 years on the mattress but they cant help me because I dont have the receipt . The person who bought passed and I cant ask for the receipt.

  Business Response

  Date: 11/01/2023

  Thank you for bringing this complaint to our attention and we do take them seriously. As the manufacturer, we provide a warranty to the original owner who purchased from a certified retailer as a new mattress/set. The receipt will provide the name of the retailer the mattress/set was purchased. Aireloom is the manufacturer and we do not process warranty claims for the retail stores. If ********************** had a receipt, we can direct her back to the retailer store to file a warranty claim.  Warranty does not cover "as is, clearance or floor sample" items. The purpose of the receipt is to provide proof of the legitimacy of the transaction. 

   

  Thank you,

  Aireloom Customer Support Services

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bed has major sagging and was kept in proper foundation and well maintained with no stains but scamming IBG inspector that came by wrote report says mattress is in normal impression. Decided to file complaint after seeing many users also having problems with same mattress and the same IBG inspectors. IBG is Aireloom's and ********* lap dog to protect them from warranty claims. Warranty still valid within 10 years

  Business Response

  Date: 10/26/2023

  Thank you for bringing this complaint to our attention and allowing us to provide feedback on this claim. Warranty policy states sagging over 1.5" is a manufacturing defect. ******** currently has a 7/8" impression. I've attached the inspection report with all the measurements and photos provided by the third-party inspection company. I've also attached the warranty card outlining what is covered under the warranty policy. 

  I understand ******** is unhappy with the results of his inspection but unfortunately, we cannot replace his mattress under these circumstances. 

   

  ES KLUFT CUSTOMER SERVICE

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

  ****************, ** 91730

  Customer Answer

  Date: 11/06/2023

   I am rejecting this response because:
  
  

  Thanks for handling my case.  I'm aware of what they said and all they do is repeat the same 1.5" of sag requirement to be covered by warranty.  In reality there is more than a 1.5" sag, the mattress has a gap where there is practically no supportive material.  How they measured the mattress was from the outer cloth layer to the base which is wrong because the outer cloth layer is stretched when the mattress is lying flat and hiding the fact there is no support in that gap.  You can also research Aireloom mattresses having the same defect and complaints on Google.  

  
  

  This gap is probably caused by the adjustable foundation but the salesman and Aireloom states that it should not cause the mattress to sag even with adjustable foundations.  The mattress and foundation were both bought and approved my ********* which is an authorized dealer of E.S. Kluft.  The 10 year warranty is covered by E.S Kluft.  

  
  

  I have attached a simple diagram to show this problem.  

  
  

  
  

  Business Response

  Date: 11/07/2023

  Thank you for contacting ES Kluft regarding this response.We have contacted ******** Sleepworld and as a courtesy, they approved a second inspection with a different inspector. Based on the findings of this 2nd inspection, the final determination will be made on this claim.
  
  All mattresses are inspected in the same method for all manufacturers by a third-party inspection company. There is only one way to inspect a mattress, and the technicians all receive proper training and are knowledgeable of how to correctly perform these inspections. If there is a lack of support, it would be measurable during the inspection and notated in their findings.
  
  In Mr. *** case regarding a gap in the mattress, all quilted mattresses will show a crease where the head lifts for the adjustable base.  Not just Aireloom/Kluft products.  This is not a sag but is the normal expectation for using this type of base.   A sag would be a defect and measurable by the inspection company. 

• Initial Complaint

  Date:08/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/21/22 I purchased an AIRELOOM BAY PREFERRED COLLECTION AMARGOSA STREAMLINE LUXURY FIRM EASTERN KING MATTRESS from Mancini's Sleepworld in Santa Rosa California for a total price of $5359.58 from salesperson **** *******. I expressed my needs for a firm and supportive mattress - he assured me this mattress with its Latex topping would remain the same firmness it felt in the store. He assured me that I could exchange the mattress at a pro-rated price even after the initial trial period (which was a set fee for refund or exchange). **** ******* is no longer an employee of the store. After about 7 months the latex topping began to soften dramatically. The bed now sinks terribly, to the point my partner has to grab the edge of the bed to pull herself out of the bed if we are both on it. I am a fit 6'0" male at 195lb and she is a petite female at 5'4" 135lb. I enquired to Sleepworld with no reply, not knowing Theo is no longer an employee. Eventually my complaints made it through to ******** ******, who assured me of the 10 year warranty - and set up an inspection. During the inspection, the inspector from Integrated Bedding Group commented that he saw the way the sides of the bed were deformed and there was definitely an issue - however, Heirloom declined any warranty claim saying it was within normal parameters. The bed is continuing to degrade, it is creating pain, discomfort, and sleeplessness. For a $5000+ product I am in awe that this is not being addressed by the dealer or manufacturer.

  Business Response

  Date: 08/21/2023

  Hello,

  
  Thank you for allowing ES KLUFT to reply to this complaint.  Our retailer ********* ********** *rocesses all claims for their customers directly, based on published warranty guidelines.  I’ve attached the inspection report as well as the warranty card outlining the policy.   The policy states that sagging over 1.5” is deemed as a defective mattress.  Per the 3rd party inspection company’s report, this customer has 7/8” impressions which does not indicate a manufacturing defect, based on the guidelines.  We do not approve individual reports, and the determination is made by the 3rd party company using our guidelines.  ********* ********** would deny claim based on the report they received back from the inspection company.
  
  Regarding the initial agreement Mr. ******* mentions, this is not something ES KLUFT can address as this does it fall under the warranty guidelines. 
  

  Sincerely, 

  Senior Customer Service Rep

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Airloom and this is now my 3 replacement. My last replacement was February 2023. I reported the problem of defective mattress and they stated the mattress is defective but I must pay $400 for them to deliver the mattress from Rancho Cucamonga Ca to Los Angeles Ca. I unfortunately don’t have income to replace this mattress for the 3rd time. I have advised the company, how many times do they expect a customer to change mattresses and have to pay. Unacceptable for a mattress to fail this many times in less than 5 years and pay $400 for deliver to replace. I would like a refund.

  Business Response

  Date: 08/08/2023

  Thank you for providing us with the opportunity to reply to this message. Ms. ********* first warranty claim was for a different manufacturer, which was IComfort.  Please note that this was not an Aireloom product and the customer worked directly with Sit N Sleep regarding this exchange into an Aireloom mattress.  The second Mattress was found defective, and as a courtesy Sit N Sleep picked up the mattress from our facility and delivered it to Mrs. *******. To this point, no delivery fees have been paid out by customer.  Our Warranty Policy states that the customer is responsible for freight charges when a replacement is approved. Ms. ******* was offered a brand-new mattress and was provided an option to pick up from our Rancho Cucamonga facility at no charge.

  
  The Warranty card is attached, as well as the customers receipt of purchase from SNS., ES KLUFT will stand by the warranty policy and the customer will be responsible for freight charges or has an option to pick up mattress as no charge, as previously offered. 

  Customer Answer

  Date: 08/08/2023

   I am rejecting this response because: I am on a fixed income, and don’t have a vehicle. I have no means of getting this mattress from the company. I’m currently suffering with the current mattress, and wondering how many more times will I have to replace these mattresses. I am requesting a refund to get a more reliable mattresses. I should not have to replace a mattress in less than 6 months. With both sides on the mattress now bulging out  with a down slope only allow me to sleep in the middle unless I would fall out the bed.