Complaints

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase an adjustable bed from ***** ** **. I have called this company several times complaining that my base was experiencing issues. Today, ******* ***** ** ** came to my home and delivered a bedroom set. ***** ** ** delivery driver Mr. ***** ******** and his assistant can confirm that upon removing my mattress from the ******** ** **** **** (which has been discontinued) there are scorch marks under my mattress where the vibration motors are located under the base. I called the company and spoke with the most unhelpful, disrespectful agent named ****** ********* who refused to allow me to speak with a supervisor to get further assistance regarding this matter. I requested to have a technician come to my home and see the mattress and the base that caused the issue. I'm requesting the base be replaced. As you can see in image 5 the balls from the vibration motors are sticking up through the bottom of the base. I have attached it to show where the motors are located on the base. The holes where the clamp would hold the mattress in place at the end of the mattress when adjusted. I called a 2nd time and requested a supervisor was placed on hold for over 51 minutes and a supervisor never came to the line the 2nd time I called the nice lady said she would transfer me, and I was sent to a voicemail box instead of a supervisor. This is unacceptable and I will be putting this on my social media so everyone knows not to do business with this company.

  Business response

  06/23/2023

  Good morning, we have contacted the customer informing them that we will be setting up a 1-time courtesy service in which we'll have one of our technicians within their local area service their bases upon receiving the parts required for it along with further inspecting the bases for any other issues just in case. However, when we contacted the customer there was no answer yet we left them a detailed voicemail message requesting them to call us back for any further updates or any further questions should they have any. Thank you.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an adjustable bed frame and have a warranty issue. However, I have called 10 times and have spent hours on hold trying to file a warranty claim. No one ever answers the phone. For example, I have been on hold waiting "for the next available representative for 48 minutes as I am typing up this complaint. There is an option for "call back" and I have tried that numerous times and have never received a return call.

  Business response

  01/03/2023

  We will contact the customer direct within 48 hours. Thanks 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an adjustable bed base from this company a few years ago. It was under warranty when I contacted the company to report a problem with my base being bent, thus causing much pain. The representative, Khadijah**************************************, told me she had never seen a base so bad. She said the company would be sending me a new base with a new warranty. When she finally got the replacement approved, she sent me an email on ******, 2021 stating I would not receive a new warranty. I replied on ****** asking if I could speak with a supervisor to make an exception since I was promised a new warranty. I did not hear back so emailed again on ***** 1 asking again if I could talk to a manager and was told that was not possible: " unfortunately we are working from home right now so I was sent this through our teams app. So I don't really have a number to give I'm so sorry." I emailed again on ***** 3 and 25 stating that although they were working from home via the ********* as she mentioned, the matter mean a lot to me and I was sure if she could be in contact with a supervisor, she could contact them through ***** and request they call or email me. I have not heard from her since then. I feel this is unacceptable. I also believe the quality of this base was lacking to begin with, which was confirmed by the company that picked up the old base. This representative was polite in her initial contact (first call was by phone). However I expected a higher level of professionalism with responses to my last emails. And again, although people are working from home, they still have phones and computers. There is no excuse for not having a supervisor available to reach out to me.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/05/16) */ Customer has been taken care of, a new warranty has been applied with the new base. Objective Complete, thank you.

*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. ↩