ComplaintsforCraftmatic Internet Sales

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About a month ago my 73-year-old grandmother ordered a bed from craftmatic, due to health issues she needs the bed. We paid $2500 for the bed and have yet to receive it. I have called the company nine times and have spoken with the shipping department 5 times about the delivery of the bed. We did not order the delivery and setup just delivery and yet, still, the bed has not yet arrived. I tried speaking with customer service and they are rude and hang up on you. I am very displeased and request to have a full refund, but have difficulty getting in touch with customer service, and the phones hang up on you when pressing numbers to try and connect to shipping or customer service. When you do get through you get a voicemail for shipping which you barely ever get a call back or you get a rude customer service agent.

  Business response

  05/13/2022

  We do not show you as a Craftmatic customer. Please provide the customer information (Name, phone number) so we are able to investigate.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a bed from craftmactic on 2/18/2022 well that is when it came I brought the bed sometime in January I believe and didnt come until two months later and I have been calling every day to see when will I receive they gave me the run around bout that finally it came 2/18 and that after the first attempt to bring to my apartment the elevator was to small the delivery guy said which it was the second delivery guy slid right in elevator. So when I receive it wasnt like they said it was the matteres seemed used and had holes I told the delivery guys they said they will report. The bed doesnt fold. The side I sleep on is already denting it hasnt been a full month before the bed is getting out of shape. So now Im calling for a refund they told me I had to wait for the 30 day trial is up I called back now they giving me the run around. Not picking up or would pick up and hang up after saying oh ***************** again. So I had my granddaughter call and they told her delivery and refund had to send a form to agree to pick up we send back and then thats when they start the return process I received a letter from them today 3/28 stating o need to send the bed back myself to there headquarters and then **** business days they will see about a full refund. When I brought bed in full I bad a first 500$ then another thousands of dollars for it.

  Business response

  04/05/2022

  On the first delivery attempt the elevator was out of service. Bed was delivered on the second attempt. Customer requested a return and was sent the return acknowledgement and has not responded. We have resent the acknowledgement again today.

   

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had the bed for almost 3 years. the power plug got unhooked and it is under the bed. we are both in wheelchair and hard to get someone to see what is going on. have call the company many times and they say call this other number so i did many times on hold for every. then they say call this number they work on beds of all types. so i did . he said no he don't do that . check the book for they bed i have no book them he was the only one that said you might have to program the bed with the control. got more out of him then i did the company . the mattress's sure have not held up for what they cost. you can be sure that there will never be a good comment from me or send any one your way. All a big joke for what they cost. My husband has a c pap machine and wants the head up. but can't do that .you also need handles on the mattress to make it easies to move them around. to me they are not made for handicap people. have no ticket of any kind when it came

  Business response

  04/08/2022

  Not sure what resolution the customer wants. The bed being unplugged would not be a warranty repair.

  Business response

  05/03/2022

  Our service department will be happy to walk you through programming the remote over the phone. They can be reached at ************ and select service from the menu. To have someone come out would require a technician. The minimum cost is $175 however in most cases this is not necessary and we can help you over the phone.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Craftmatic Bed in November over the internet. Finally delivered in December after many phone calls concerning when the delivery would take place.Delivery arrives. Delivery men refused to remove old mattress and box springs. Several phone calls to carrier and Craftmatic to resolve problem. This was spelled out in contract .... must remove mattress and box spring from home. Had to pay carrier to remove same. Slept on the mattress 3 days. Unhappy with same. Called Craftmatic to take advantage of the refund policy. Was told had to keep mattress for 30 days before returning same. Kept it 31 days as required. Numerous phone calls to **************** Manager known as Danai proved futile. Would not respond to emails or phone calls. We acknowledged their policy concerning return and pick-up by email. Never received the necessary RA for return. Finally had to call our credit card company to file dispute and have credit card charges reversed. Had our own carrier pick up Craftmatic and returned to company.*************************

  Business response

  04/08/2022

  We are investigating this incident. It appears the customer disputed their credit card and was refunded by the credit card company. Once a dispute is entered we are unable to refund until the dispute is settled. In this case it appears that because the merchandise was returned we did not attempt to dispute the dispute.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased two beds on August 18, 2021, and we are now attempting to cancel both orders. My Wife and I have been attempting to contact to cancel BOTH Order # RO-XXXXX/Order #RO-XXXXX. They advised us that when the first bed was delivered that the old bed will be taken away, and that we can then return the Craftmatic bed at any time. They have refused to answer our calls, emails and refused to cancel the other UNDELIVERED order. Both Orders must be cancelled effective immedielty, and we are demanding that their delivery team come to **** ***** ***** ********** PA XXXXX and remove this bed. I am demanding delivery team pick up the delivered Craftmatic bed immedielty at no cost, since your delivery team refused to remove the old bed as advertised and promised and forced us to have old bed removed at our own cost.

  Business response

  11/15/2021

  Business Response /* (1000, 8, 2021/10/08) */ Undelivered order was cancelled and refunded in full. Instruction was provided on the 30 day in home trial for the order that was delivered. Consumer Response /* (3000, 10, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand they refunded the original price on one beds (we purchased two), but they delivered another bed and then without our knowledge, removed and disposed of all of the packaging for the return of the bed without our consent. As a result, we are unable to effectuate a return, and was essentially forced to use their carrier to return the bed at a cost of ***** As a result, they removed the packaging in an effort to make it impossible for us to return it. They represented that I could not return the bed without using their company, and then sent the attached email asserting that I can return it myself anyway. They are consistently lying in their communications with us. Very deceptive practices. Complaint Response Date bumped because: Federal Holiday Business Response /* (4000, 19, 2021/11/12) */ Bed has been picked up and customer has been refunded. Consumer Response /* (4200, 21, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That was not the issue whether they would refund the purchase price. The issue was they purposefully removed the packaging materials to demand their company to pick it back up, and they charged **** for the shipping. This company is making money on shipping these poor quality beds back to their warehouses. I want them to reimburse me for the shipping price because they failed to permit me to ship the bed back. Business Response /* (4000, 23, 2021/11/15) */ You can always ship the bed back yourself. You are responsible for return shipping. I challenge you to find a better price. Believe me we have tried. We only offer it as a service. We actually lose money on it and have discussed increasing the price or not offering the service at all.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a King Craftmatic bed (2 twin XL mattresses plus power bases) on July 20, delivered on August 2. Paid $4,081. Mattresses were extremely uncomfortable, however it was made clear to me that I could not request a return/refund until after 30 day period. On Sept 1, 2021 I contacted Craftmatic and stated I wanted a return RMA. I was repeatedly transferred to "dead" voicemails or disconnected. I repeatedly attempted to contact someone in customer service, but was given the runaround. On Sept 3rd I received a reply asking for more information and stating they needed something in writing, which was provided. As of 9/10/21, the company has still not provided a return RMA. They claim to have contacted a company but will not provide me with a name or contact number for the company. Want a FULL REFUND to compensate for aggravation and lack of customer service - company was advised there are medical issues being impacted and bed needs to be removed ASAP.

  Business response

  10/12/2021

  Business Response /* (1000, 9, 2021/10/08) */ Bed has been picked up but because of a credit card dispute filed by the consumer we are unable to refund until the dispute is settled. Obviously the information the consumer said they received from the shipping company was incorrect because the bed was picked up quicker then it was delivered. Consumer Response /* (3000, 11, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Got tired of waiting for response from Craftmatic regarding when the credit would be issued, so filed a dispute with Amex. Amex investigated and issued the credit. So tired of the repeated lies from this company and Danai in particular. Bed was picked up but ONLY AFTER I FILED THIS DISPUTE and advised them of same. I am accepting the AMEX credit and want nothing further to do with this company. Complaint Response Date bumped because: Federal Holiday

• Initial Complaint

  08/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been dealing with the service department since May. I have mattresses that are needing replacement due to age. We bought adjustable bed and mattresses in 2013. We have a warranty, have sent pictures of the mattresses and labels. Have been contacting them frequently leaving messages and emails, first they were going to charge **** each for replacement mattresses, then when I was about to pay, they said there is no replacement for them, then they said to send pic of labels and increased price to ***** each. I refused to pay new price because it was their error. I also need a brace for base **** They will not return my calls now. I had purchased a frame for the bed but had to cancel due not having replacement mattresses. It's a *** King adjustable 2 twin mattresses.

  Business response

  11/05/2021

  Business Response /* (1000, 12, 2021/10/08) */ The photos that were send of the mattresses were reviewed by both our company and the mattress manufacturer. No defect was shown in the photos. The mattresses are warrantied against manufactures defects however the photos provided do not show any defect. I will have a service advisor contact the consumer and see if we can assist in replacing the mattresses.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i HAVE A CRAFTMATIC ADJUSTABLE BED THAT NEEDS REMOTE CONTROL TO RAISE AND/OR LOWER THE BEDS HEAD OR FOOT. MY REMOTE BROKE AND I NEED TO BUY A REPLACEMENT AND CANNOT GET THE COMPANY TO REPLY TO MY REQUEST.

  Business response

  11/05/2021

  Business Response /* (1000, 13, 2021/10/08) */ Our records indicate multiple attempts to contact the consumer for service. Nothing in the notes indicates that during previous calls the problem was the remote control. We have made the previous contact attempts to try and troubleshoot what the problem is. Consumer should call our service department Mon-Fri between 8am and 4pm EST at XXX-XXX-XXXX

*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. ↩