Business Profile

Mattresses

WinkBeds

Headquarters

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Complaints

This profile includes complaints for WinkBeds's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:03/08/2024
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.
On 1/22/2024 I placed an order for the WinkBeds ******************* for $338.94, order number *******. When the foundation arrived, it was damaged to a degree that it would cause issues with the products safety and functionality. I contacted WinkBeds and was refused a return with the reasoning the platform foundation was a final sale item and not eligible for return. Upon further inquiry, the business offered to send a replacement part, however multiple parts are damaged and unusable. ************** from the business were excessively long with around 48 hours passing without communication. Over *********************************************************************************************************************** refund.Additionally, their advertising is contradictory regarding the return policy. After placing the order, I received an email from WinkBeds stating Your 120 Night Trial Awaits in bold text. The website also advertises a 1 year warranty on the product, however warranty terms are unavailable to the consumer on the website anywhere.
Business Response
Date: 03/18/2024
We have offered to replace any damaged part or piece of the product free of charge. The free trial period is not in any way contradictory as it only applies to mattresses, and this product is a bed frame.
Customer Answer
Date: 03/18/2024

Complaint: 21407765

I am rejecting this response because:
Federally, retailers must accept returns if the product is defective. The merchant must prove the bed frame was not damaged when they sold it. Goods must be satisfactory and as described.
The merchant should be obliged to issue a refund since the bed frame is materially damaged, breaching the contract. The item is protected by warranty, which means it should be fit for its purpose. Due to the damage to the product, it is unusable and should be able to be returned.
Additionally, following the purchase, WinkBeds directly sent an email to me directly stating "YOUR 120 NIGHT TRIAL AWAITS" if this is not the case for the product I purchased, it is false advertising.

Sincerely,

*****************************
Business Response
Date: 03/27/2024
This product is clearly listed as final sale and not returnable on our website. See attached image. There is no false advertising, contrary to the customer's assertion. There is no evidence the product was damaged or defective. As a courtesy, we sent extra parts to the customer in good faith to try and leave them satisfied with the purchase.
Customer Answer
Date: 03/27/2024

Complaint: 21407765

I am rejecting this response because:
No replacement parts were ever sent. Images of the extensive damage to the bed frame were sent to customer service.
Sincerely,

*****************************
Initial Complaint
Date:10/09/2023
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 ordered a ******* plus online. Was fine for the first week. I changed the sheets, and while doing so a tear along the bottom seam occurred. Contacted ******* had to submit several photos. The sent a new mattress. Shortly after the same thing happened. Changing sheets another rip but this time on both sides. Contacted ******* l, was told they can't help me.
Business Response
Date: 10/16/2023
We did our best to try and appease this customer by replacing their mattress after they ripped the seam while changing the sheets. Unfortunately we cannot replace it a second time due to the customer's own actions.
Customer Answer
Date: 10/17/2023

Complaint: 20712600

I am rejecting this response because:Of the poor build quality. Very poorly made and no quality control. Next step is to file a court claim.

Sincerely,

***********************
Initial Complaint
Date:08/22/2023
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.
Purchased ******* Plus in March 2021 with a lifetime guarantee. Mattress is now sagging and company will not issue a refund.
Business Response
Date: 08/30/2023
We offer a limited lifetime warranty and "any reason" 50% replacement option (terms are attached). This customer's mattress does not show visible defects that would make it eligible for a free replacement under the warranty. Customer is eligible to replace their mattress at 50% off under the "any reason" replacement guaranty.
Initial Complaint
Date:08/04/2023
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 bought 2 mattresses from Wink and within ******************************************************************************************* different mattress I was told that my 120 day trial would be voided and I must finish 120 day trial before I could do any returns or exchanges. So I waited 2 days before my ********************************************************* my 120 day trial period so I needed to wait although it was only one day left August 2nd trail period was up. I called today August 3rd one day after my trail period and was told my trail period is up and I no longer could exchange or have the mattress picked up that I now had to keep it because my trail period expired. I am so confused and angry I just want my mattress to be picked up and to get a refund the mattress doesn't fit my bedframe anyway I need twin XL and its twin. I told them this as well in live chat day 10 of me receiving my mattress. I have to get back surgery and this mattress is way to firm I need someone to please assist in picking up and refunding my money since trail ended yesterday and I attempted to call with no success.
Business Response
Date: 08/17/2023
We have gotten in touch with the customer to resolve the issue.
Initial Complaint
Date:07/17/2023
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.
I purchased a mattress (EcoCloud model) from Winkbeds.com on March 25, 2023. The mattress arrived as expected. After trying the mattress for a period of time, I requested to return the mattress on July 15th via email per the telephone number provided. Upon my request, I was told that I was ineligible for the 120 night sleep trial advertised on their website because I had previously purchased and subsequently returned a mattress with them before. The previous mattress was purchased more than 5 years prior and was a different model (TheWinkBed). At the time of purchase, I was unaware that the 120 day sleep trail did not apply to my purchase, nor did WinkBeds notify me that all sales were final and I would not have an opportunity to return the mattress, purchased online sight unseen. I attempted to work through a resolution with the company and continue to get a canned response from the customer service representative. I have asked twice to be contacted by a supervisor with no contact being made. I do not believe my purchase of the first mattress five years ago, a different model, with different sleep trial terms at the time are covered in the language of the new 120 day sleep trail as the two mattresses and trials are materially different. Lastly, I understand that WinkBeds needs to have provisions in place to prevent consumers from consistently buying and returning mattresses but that is very far from the case here. What business would not want the opportunity to earn a customer back after 5 years with their new product? I am requesting that WinkBeds honor their 120 night sleep trial and fully refund our mattress.
Business Response
Date: 07/25/2023
The terms of our free trial period are clearly stated on our website. If a WinkBeds mattress is returned or exchanged, that customer and shipping address will not be eligible for additional 120 night trials. Trial is limited to one mattress per customer and shipping address.
Customer Answer
Date: 07/25/2023

Complaint: 20334547

I am rejecting this response because:
The statement on the website, provided by the business states that upon return I would not be afforded another 120 day sleep trail. I have never received a 120 day sleep trial for a purchase from WinkBeds. At the time I purchased the first mattress more than 5 years ago, I received a materially different sleep trial of a shorter duration. In addition, if winkbeds has the data to reject a return claim after 5 years, then they have the ability to provide notification at the time an order is placed that the sale is final with zero opportunity to seek a refund or return. I believe this is a predatory tactic that is misleading to customers in my situation, especially given the lack of specificity in their return policy regarding timelines or product lines. It is confusing that the company name and the name of one of their mattresses are named the same and that name is also used in their policies. I continue to request a full refund and return of the mattress purchased. Thank you for your consideration.
Sincerely,

*****************************
Business Response
Date: 07/31/2023
The customer did receive a free trial with purchase, as does every single one of our customers. Customer also received paperwork explaining the free trial and warranty terms together with the product they originally purchased. This paperwork explains the free trial is limited to one per customer and shipping address.
Customer Answer
Date: 08/01/2023

Complaint: 20334547

I am rejecting this response because:
I believe it is beyond unreasonable for me to be expected to retain or remember sleep trial and warranty information from a purchase and subsequent return of a mattress purchased more than five years ago. I will reiterate that WinkBeds choosing to not notify people, when they clearly gather and retain enough information to do so, that they are disqualified from their sleep trial at the time of purchase can only be seen as predatory. In addition, since that purchase, WinkBeds has continually sent me email marketing, advertising their new 120-night sleep trial without any indication that I may not qualify for the trial when I previously had a 101-night sleep trial 5 years ago. I have attached a few emails I received leading up to our purchase this year. When receiving these emails, I am led to believe that I do qualify for the trial, a belief that gave me confidence in ordering a mattress online sight unseen. Go on ********, order a mattress, if you don't love it, we'll give you a full refund. I am seeking to return this mattress at no cost to me and receive a full refund.
Sincerely,

*****************************
Business Response
Date: 08/17/2023
We provided a screenshot detailing our free trial and warranty terms, which the customer received the benefit of on their first order. Accordingly they were not entitled to a second free trial period on their subsequent order. Our response directly relates to the issue at hand.
Customer Answer
Date: 11/02/2023
As I shared in my previous messages and attached emails, any objective person can reason that the marketing by WinkBeds provided confidence that I was making an expensive purchase online with minimal risk. The marketing materials made no mention of the restriction on the sleep trial, even encouraging me to purchase with the comfort of the sleep trial. In addition, the screenshot provided by the business states that if a WinkBed is returned or exchanged, that customer and shipping address will not be eligible for "additional" 120-night trials. When I purchased the first mattress more than 5 years ago, the company was offering a completely materially different guarantee that was not a 120-night trial, it was only 101-day sleep guarantee with different terms. Given this difference, it was my understanding that since I had not previously had a 120-night sleep trial that this policy did not apply to my previous purchase. In addition, I still hold that the business had the data, including name, address and email address on file to deny my claim under the sleep trial but failed to warn me or make it explicitly known to me that I was ineligible. I was completely unaware that the purchase I was making was final, something that I can only consider to be a predatory practice. I am still seeking a refund and return of this mattress. It is clear to me that this company failed to provide clear consistent messaging regarding the sleep trial, taking minimal efforts to prevent consumers from this scenario, and fails to recognize and accept responsibility for their actions that contributed to this situation.
Business Response
Date: 11/10/2023
We understand customer's frustration and would invite them to take advantage of our "Any Reason Replacement Guaranty" where customer can select a new mattress of their choosing for 50% of the retail price.
Customer Answer
Date: 11/13/2023

Complaint: 20334547

I am rejecting this response because:
The solution proposed is a discount on another purchase with the same company, still without the sleep trial I was offered. I am still seeking a full refund on my mattress purchase. At a minimum, if the company is willing to take a 50% reduction on a future purchase, why not make the offer on my current purchase by providing a partial refund, recognizing their part in this matter.
Sincerely,

*****************************
Business Response
Date: 12/05/2023
In accordance with our company policy clearly stated on our website, each customer and household is entitled to a single 120-night free trial period. This customer used their ********* free trial period and returned a mattress purchase for full a refund. Therefore, future mattress purchases are no longer eligible for the same free trial period. We understand customer is not happy with their mattress and we invite them to select any new mattress at 50% off.
Initial Complaint
Date:05/30/2023
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.
Defective bed. Photos sent. Corners collapsed. Never filled in. They refuse to discuss.
Business Response
Date: 06/02/2023
We have discussed the issue with our customer.
Customer Answer
Date: 06/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:03/27/2023
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 ordered a bed platform (which costs about $250), because the frame that I originally bought ((which is $100 less) didnt come with a platform. There werent any other affordable options. They ask me to pay the additional money to get that platform sent out. They canceled my original order for the frame. I receive this product and it is of very poor quality. I messaged them to try and return it and they have refused to saying its a clearance item. This is unacceptable, because the platform is unusable especially for a person of a heavy weight like myself. They need to give me my money back!As you can see by the pictures attached, they dont have very many options (only 3). There is a heavy frame for about $100 something. Then there is the platform for $250 approximately, which is the one I bought. Then the next level up is $1000 mechanical type platform which I cant afford. The platform I got is so badly made.
Business Response
Date: 04/04/2023
The item purchased by the customer is a final sale item and clearly indicated as such on our website.
Customer Answer
Date: 04/04/2023

Complaint: 19860754

I am rejecting this response because regardless of whether this is a clearance item (which sales person who spoke to me didnt advise me), you cannot sell something thats very poor quality. No one would sell an item of this quality. That is unacceptable.
if this was a good quality item, that would be something else, but it is not. It is so far from good quality that I am ashamed on behalf of your company.
I buy things from clearance all the time. it does not mean that you can sell garbage in clearance. And this item was bought online, so I had no way to examine it before I bought it!! How can you in good conscience sell THIS for money and not accept a return??
Sincerely,

*******************
Business Response
Date: 04/11/2023
The item is extremely popular and of good quality. The return policy is clearly written on the product page.
Customer Answer
Date: 04/11/2023

Complaint: 19860754

I am rejecting this response because: this is not an item suitable for large people and it is poorly made. I have better expectations from a $100 frame from Amazon.
Even the mattress had threads coming off of it right out of the sealed bag. I took pictures. I think they might have sold me someones returned item.

Sincerely,

*******************
Business Response
Date: 04/20/2023
Our items are very high quality and we would never resell a used mattress.
Customer Answer
Date: 04/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I got my refund for the platform bed. Thank you!

Sincerely,

*******************
Initial Complaint
Date:03/20/2023
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.
I bought a winkbed in 2021 wanting the plus for heavier people firmness. I was discouraged from purchasing it by the sales rep who recommended the luxury firm though I explained I had a disability that made it difficult. We moved into our home after living in hotels for several months after movers stole our belongings including the winkbed mattress. I purchased 2 new winkbed mattresses was told I could exchange them if the firmness level was not helpful for our disabilities. I confirmed multiple times over the phone with sales reps this would be possible. They are now stating it is not possible though I have purchased 3 mattresses from winkbeds over the past year and 4 bed frames including 2 malfunctioning bed frames. Additionally a bed frame they delivered is malfunctioning the motherboard does not work with the leg lift function I would like a refund of that bed frame. I was initially just going to request a replacement of the motherboard but it would require paying a handyman again to assemble the bed and more money and investment into winkbeds that is not worth it.
Business Response
Date: 03/29/2023
We exchanged the mattress per the customer's request and it was delivered on February 11. We are waiting to hear back from the customer on the status of their adjustable base.
Initial Complaint
Date:03/07/2023
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 the Gravity Lux Mattress from WinkBeds with the assumption that I would receive this product with a 120-day trial period, and the purchase receipt makes no indication that the sale of the mattress would be final. I would like a full refund of the purchase price since I requested the return prior to the end of my trial period. You can see I made the purchase on 12/30/2022, and I requested a refund on 3/3/2023, well within the 120-day trial, which does not actually start until receipt of the mattress, which was not until 1/10/2023. If you look at their trial period policy, it states that if you return a Mattress that you are not eligible for another trial. I originally purchased their WinkBed, which is the brand and model of their hybrid spring and memory foam bed. I returned this product, then I purchased their Gravity Lux brand bed, which is completely different from their WinkBed, and they are claiming I am not eligible for a trial of the Gravity Lux, but that was not made clear to me when I purchased. WinkBed was not forthright about their policy nor is it clearly apparent that the two brands fall under a single trial period. They should have contacted me prior to fulfilling my order to ensure that I was aware that I would no longer be eligible for a trial of their all-foam mattress, which is completely different product from their WinkBed. I feel like I was not fully informed upon my purchase or is there any evidence on my purchase order of the Gravity Lux that it would be a final sale purchase. I want a full refund from WinkBed since I requested the return within the 120-day trial as indicated on their website. I have attached all pertinent documentation.
Business Response
Date: 03/21/2023
Our 120 night free trial period is limited to one mattress per customer and shipping address. As this customer had already purchased and returned a mattress, the second purchase is not eligible for a free trial period. The customer made mention of these terms in the complaint.
Customer Answer
Date: 03/25/2023

Complaint: 19547921

I am rejecting this response because:
In the attached purchase order, there is no statement that my purchase is a final sale. If WinkBeds has no hidden agendas, then why did they not inform me at purchase that this would be a final sale? Had I known that, then I would have cancelled my order.

Sincerely,

**********************
Business Response
Date: 03/29/2023
The terms of our free trial period are clearly stated on our website and on the accompanying materials that are delivered together with the mattress.
Customer Answer
Date: 03/29/2023

Complaint: 19547921

I am rejecting this response because: WinkBeds is not forthright in the sales of their products. It is not clear that trial is only for one mattress, regardless if you are trying out a completely different product in their line of mattresses. They could have easily informed me that according to their records that the purchase of the GravityLux would not be eligible for a trial. Winkbeds does not stand by their product, which I received and the quality is dismal at best. The all foam mattress has never uncompressed fully, clearly the quality of their foam is subpar, yet they do not want to honor the quality of their products to their customers.

Sincerely,

**********************
Initial Complaint
Date:02/12/2023
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.
Purchased this mattress under the impression that it will relieve back and hip pain but it has worsen it. I brought this to a wink representative and was told that i should give it a bit more time. After some time It was too late and was now force to keep the mattress. I taught maybe give the mattress some time but it has been maybe about 3 years or more and its getting to the point that my wife and I life is terrible. Every morning we wake up with the worse body aches, its terrible and stressful. I have brought this issue to wink bed many times but they keep on asking to do measurements and stuff but I dont believe the bed has problems with sinking its just either defective or maybe its sinking or whatever they call it. We are not getting younger and im afraid this will affect us for the worse in the future.
Business Response
Date: 03/02/2023
WinkBeds offers a ***************************************************************** exchange their new mattress. As this customer purchased there mattress 3 years ago, they are no longer eligible for a free return or exchange. They are however welcome to purchase a new mattress at 50% off under our "any reason" replacement guarantee.
Customer Answer
Date: 03/03/2023

Complaint: 19391117

I am rejecting this response because:I have asked to have someone come and check the bed themselves. I dont want to make any mistakes plus the bed sinks in when someone is laying on it, one cannot see it sink when no i e is laying on it. I dont understand why you cant send anyone to do the measurements.

Sincerely,

*************************************
Business Response
Date: 03/21/2023
Unfortunately, the customer's hip pain is not something covered by warranty. Also, as customer indicated, there is no visible evidence that the mattress is in any way defective. We do not send representatives to a customer's home for any type of inspection.
Customer Answer
Date: 03/22/2023

Complaint: 19391117

I am rejecting this response because:
I dont think its dented down. It the whole bed in general. If they dont understand this they I guess i give up for now.
Sincerely,

*************************************
Business Response
Date: 03/30/2023
For warranty coverage to apply there must be a visible defect to the mattress.

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