ComplaintsforPersonal Comfort

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to call Personal Comfort Mattress using their their phone number ************** . I needed to speak to them about warranty information because our mattress has a limited 25 year warranty and the mattress loses air. When I call I am subjected to a couple of minutes worth of advertising like ********* and a medical alert buttons. No matter which prompt I use, including #, I am directed to ******* who sounds human, but gives another long spiel about advertisements and talks over anything I am saying like the whole thing was from a recording. I don't get to the department that I need. I requested to have them respond to me by email but to no avail. I can't even ask them to pull up my order for the mattress we bought several years ago using our old email and or old phone number. I spoke to them many years ago and it was business as usual, but now it seems it is not even a real business. My complaint is that Personal Comfort is completely AWOL for my needs.

  Business response

  02/28/2024

  I reviewed the complaint and found no missed calls from this customer. However he is correct that he has a valid 25 year limited warranty and I have reached out to him via phone and email to work with him to resolve any issues he might be having. I also provided him with a direct number to the Personal Comfort **************** team to avoid any missed communication from him going forward. I will ask him to update the BBB once we have resolved his issue.

  Thank you

   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get them to to warranty out the mattress, the sides have collapsed over an inch the pelvic area to shoulders. The air controls on either side no longer work, the Bluetooth has to be rest every time you try to use it. The bed is unusable in the condition it is in but looks brand new

  Business response

  08/21/2023

  I have reviewed the complaint and our recent interactions with the customer. Per our internal process when there is a question regarding a warranty claim the claim and all evidence is reviewed by our warranty team as well as senior manufacturing personnel to determine if the issue is in fact covered and how to best resolve it. This process can take some time and in this case it did. However it was determined to be covered and replacement components were shipped directly to the customer to resolve the issue. The ***** tracking for that shipment is *************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had place an order with Personal Comfort on 7/10/2022. I did not get the mattress until August 08, 2022 but it was not working properly and had to contact the company many times. I paid 3,199.99 for this mattress and was not satisficed with the purchase that I called and ask for a refund as I was told I would have to keep it for 120 days to get a full refund. In the mean time I had called the company over many times regarding this and they actually sent someone to my house to try to fix the problem and it was not the bed frame the problem so they sent me a new pump to help with my sleep. I spend all this money and the company is saying that I had the mattress for more than 120 days so they can't give me a full refund. They did try to help me by sending me a $300 ******** ******* give card so I kept the mattress and I had problems with my back and couldn't get a good night sleep. So on December 7, 2022 I called to have the company honor their 120 day policy and they turn around and said that I was a day over so they can not reimburse the money and can't came get the mattress from me. I had to go out and purchase a new mattress because I was not getting a good night sleep with that mattress. So I have called and ask to see if they can help me and they keep telling me I will get back to you. I have not been able to get an answer from the company. So as of now I am out of pocket $3.199 and $1200 for the new mattress. I couldn't sleep and was not good for my health. I have been to doctors because of my back and since I bought the new mattress my back is a lot better but it will take time for it to be as it was before this mattress. I am attaching all my calls I had with this company. Thank you for your time in this matter ****** ******

  Business response

  03/17/2023

  Please see attached customer order acknowledgement. Customer agreed to the terms and conditions of the sale. Please also see attached terms and conditions. These terms and conditions properly outline what is returnable and what is not. The customer is outside of their trial date. Please see trial terms as well. Trial ended 12/6.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertisement and Scams are what Personal Comfort Company gave me. This is the worst experience I've ever had with a business and want to warn others. Especially during these hard times of the economy. For starters I placed an order ******** on 11-15-2022 which arrived a month and a half later. Despite Personal Comfort's website stating 7-10 days. When I unpacked the bed, it had a hole in the bottom so when the bed is inflated the left side of the Queen bed does not operate as designed. I reached out to the company and raised this matter. PCB response asked for pictures which I sent. I was informed that hole should not alter the performance of the bed. I also mentioned the set did not have all the parts as shown in the video associated with the QSR code of the PCB manual. At one point PCB said I had everything I ordered, then they turned around and sent me items they stated I was missing. I paid for all the upgraded premium options in my order. However, PCB sent me out the basic (not premium item) of the missing item. I requested to have the order I made picked up and returned to PCB many times and now PCB wants to charge me for a rip mattress that was that I received ripped, If I elect to return my order. With the audacity of saying my unused accessories cannot be returned. Personal Comfort Choice, if you have any humane inside of your soul respect your websites' claims and don't scam. I should be issued a payment from Personal Comfort, for all this stress that they put on my soul. I can never remove this experience from my life. Therefore, I cannot accept Personal Comfort attempting to rob my hard earnings as a proud American. Especially considering Sleep Number and other companies' options are avail. Which don't have low BBB ratings like Personal Comfort. I wanted to give Persona Comfort as smaller company and chance.

  Business response

  02/09/2023

  Dear Renell,

  We sincerely apologize for the issues you have experienced. We have raised this issue internally and someone will be reaching out.

  Regards,

  Personal Comfort

  Customer response

  02/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Renell *******

  Personal Comfort  continues to lie and not take ownership of this matter. As of this day I have not been contacted about the damage bed I was sent. I am now forced to report the financial transaction from Personal Comfort as a bait switch and false advertisement to my bank. Below is an upset customer review on Personal Comfort's website , exposing them about their bogus return fee charges and false return policy claim. Personal Comfort bed rails are mostly squishy and don't show a retained form as other "soft sided" air beds do. Our bed is already bowing outward in the center of both sides. I do believe the old style of bed would not have done that, but we got the "new style" because that is what Personal Comfort now sells.
  Yes, we did talk about sending it back in the return period, but paying for shipping and packing a bed the "popped out" and inflated seemed too daunting. Additionally they have a policy of, "Some models may require a restocking fee of $149 or 25% depending on the model and if there was any customization". We had no customization but paying anything to "get out" of a bed we were not happy with seemed like a rip off. So why did we not take the hit and pay something to get the return and just get out of the bed? Because while the old Comfortaire bed needed a new mattress bladder and inner foam, we had kept it and knew what it was like when it was right. I opt to put my energies and money into our old bed from a company that has long gone out of business and we'll buy replacement parts from other sources and control our outcome. This new bed will soon be relegated to ...... dunno; dump, store it in the attic?

  Business response

  02/22/2023

  Hello,

  The original order is attached. The original order indicates customer agreed to the terms and conditions of Personal Comfort. The terms and conditions are also attached. We disagree with the false advertising claims. Please take the time to read through the order and terms regarding delivery. 

  Thank you,

  Personal Comfort
  
  

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: Personal Comfort terms that I signed  was for a 120 day satisfaction guarantee assigned to their return policy. Til this day despite my request ( nunerous of emails)for  a return process started and shipped an RMA approval. Personal Comfort refuse to honor their return policy. They are trying to delay until that 120 days is lapsed. Not to mention the focal point of Personal Comfort selling me a damaged  product. Which I provided pictures as legal proof.
  
  Sincerely,
  
  Renell *******

  Business response

  03/10/2023

  We have been in constant contact with this customer. He claims he is missing items from his order but refuses to
  send photos or confirm what he thinks is missing. Per our manufacturing team the mattress was assembled
  completely, packaged immediately and delivered to the customer whole. Our Customer Service team went over a
  breakdown of his mattress component by component multiple times without finding anything missing. The customer
  did send a photo of his bottom cover that had a hole in it. We replaced this component without question and at no
  charge. The customer has accused our CS team of calling him a liar because we advised him he does not appear to
  be missing any items. Since 2/9/2023 we have had no further contact with this customer.
  As of this time we have done everything possible to address the issues with little or no assistance from the customer.
  Per our terms and conditions, he has a 120-night trial on his mattress that has not expired. However, also per our
  terms and conditions all accessory items including his adjustable power base are not subject to the 120-night trial and
  are therefore not returnable. Terms are listed below:

  
  Returns
  120 Night Risk Free Trial Terms*
  Eligibility Requirements:
  1. You purchased through www.personalcomfortbed.com
  2. You participated in one comfort enhancement
  In the event that this mattress does not meet your comfort needs, your mattress has a 120-Night Sleep Trial. To be
  eligible; you must have purchased your bed at www.personalcomfortbed.com and not in a retail store, reseller, or
  through any other third party. You must also allow us to work with you on one comfort enhancement to be performed
  at any time during the trial period (retail value up to $300.00), so if you are not sleeping comfortably, call us
  immediately. The comfort enhancement does not extend the trial period. We stand behind our products and take
  pride in the fact that we strive to offer our customers a 100% satisfaction guarantee. When you make a decision to
  purchase a number bed from Personal Comfort®, we will do whatever it takes to continue to earn your business
  and your referrals. *Your trial date starts on the date you receive your mattress.
  LIMIT ONE 120 NIGHT RISK FREE TRIAL, PER MATTRESS, PER CUSTOMER, PER HOUSEHOLD.
  120 NIGHT RISK FREE TRIAL AVAILABLE ON ADVANCED, ELEGANCE AND REJUVENATION SERIES
  MATTRESSES ONLY, YOU MUST SLEEP ON MATTRESS FOR 45 NIGHTS AND YOU MUST ALLOW FOR AT
  LEAST ONE COMFORT ENHANCEMENT TO QUALIFY.
  ACCESSORIES, FOUNDATIONS, POWER BASES, METAL BED FRAMES, FURNITURE, BRACKETS, CHILI
  PADS and BEDDING (SHEETS, PROTECTORS, PADS, ETC.) ARE NOT RETURNABLE. PUMPS, AIR
  CHAMBERS, HOSES, CONNECTORS PURCHASED AS REPLACEMENT PARTS FOR COMPETITORS BEDS
  ARE FULLY WARRANTIED AND DO NOT QUALIFY FOR 120 NIGHT RISK FREE TRIAL TERMS.
  

  Thank you.
  

  Lonny ******
  Personal Comfort

  Customer response

  03/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Renell *******

  Proof of their lies Kaitlyn from Personal Comfort clearly stated she did get my picture showing the damaged mattress that was sent to me....

  Also noticed Personal Comfort last response still does not honor or accept my email stating I wanted this order returned .

  I am requesting BBB to advise Personal Comfort to remove their 120 night guarantee policy from their website ,  because they refuse to honor it with me.

  From: Kaitlyn A <********************************>
  Sent: Tuesday, January 10, 2023 8:19 AM
  To: Renell ******* <******************>
  Subject: Re: PCB
  
  Hello 
  
  
  Happy Tuesday ! 
  I just wanted to check in . Is the photo that you sent me a hole in the air chamber, or the bottom of the mattress?
  
  On Thu, Jan 5, 2023 at 8:17 AM Kaitlyn A <********************************> wrote:
  
  Hello , 
  
  
  Good morning & happy Thursday! 
  
  
  I am so sorry for the issues . As soon as I get into the office today I will reach out to our warehouse again .

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Adjustable base sold to me by Personal Comfort has stopped working. I have reached out numerous times to Personal Comfort **************** Request #****** and continue to get told they are "escalating" my request. I have received zero attempts to help resolve the issue from Personal Comfort or Reverie (the mfr) Reverie who Personal Comfort keeps telling me to contact (I have both called an emailed them multiple times and filled out a contact form online) - getting the run around from both Personal Comfort and their supplier.

  Business response

  01/19/2023

  The power base for this order was manufactured by Reverie. Reverie handles all warranty issues after the point of sale. Personal Comfort has made every good faith effort to assist the customer. Reverie's customer service number is ************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased: 11-21-22, "Split King" A7, Order # ********, @ $3,203.81 Wife has COPD. Need foot/head adjustability. Delivered, 11-28-22 via Old Dominion: Tracking #: *********** NOTE: Not disclosing any names in this narrative. Complaint # 1: Waited 8 days for set up. No coordination with carrier. 3 texts, 2 phone calls, 11-21-22 thru 11-28-22. Asked Customer Service (CS) to coordinate w/carrier. No action for a week! American Direct Logistics arrived 12-06-2022, for set-up. Complaint # 2: Pump would not pair w/controllers. Called CS. Offered pump/controllers, next day! Replacement arrived 12-13-22. I offered to pay for next-day delivery. No action. Forced to sleep on couch for 7 nights. Complaint # 3: Contacted co-founder. He offered $200.00 credit & $50.00 card. We accepted both. No idea things would get worse! Complaint # 4: CS has incorrect email address. Requested change since 12-12-22. Email addressed established, Oct 20-22, for 1st purchase. Can't log into account. Contacted several people, several times, text/email. No response! Complaint # 5: Bed system failed 12-28-2022. Contacted co-founder several times since 12-27-22. Sent messages pleading for help. Wife forced to sleep in recliner, for last eight (8) nights. PLEADED w/co-founder, to "please" do something. We have heard nothing since 12-22-2022. We have been respectful/polite, each time we reached out for support from CS! We have not been abusive to anyone. We are seniors, in our mid-seventies. Asking Personal Comfort to honor our request to refund our money & remove bed system. Can't go any higher than co-founder. Asking BBB to intervene. This is our 2nd purchase from Personal Comfort. I have documentation supporting our claim. No reason to exaggerate. I am a retired US Army Lieutenant Colonel. Asking for full refund, minus $250.00 = $2,953.81. Need to buy competitor's system, ASAP to accommodate wife's medical condition (COPD).

  Business response

  01/12/2023

  Demo beds and accessory items are final sale and non-returnable. Mr. ********* was given a $50 AMX gift card, $200 off their order and a visit was made by the Co-Founder of the company. During that visit Co-Founder was informed by Mr. ********* that everything was working and "we are square" (verbatim). See attached order. Mr. ********* agreed to the terms and conditions of the order. See attached terms and conditions.
  See Attachment/File: Personal Comfort Bed New Order ********

  Customer response

  01/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: 
  
    Personal Comforts’ response to the BBB is misleading and disingenuous. We have been pleading with the co-founder about a second (2nd), additional issue since 22 Dec 2022. As of 27 Jan 2023, he has not  responded. That is what prompted our complaint to the BBB.
     The “verbatim” comment stated is accurate.  The “comp” of credit and AX gift card was strictly based on our initial purchase  issue. It was explicitly about me having to sleep on our couch for six (6) nights, because initially, the inflation pump and controllers would not inflate properly. The "verbatim" statement and "comps" are only relevant to the initial new, defective inflation pump and wireless controllers.
    Personal Comforts’ explanation that the  purchase was a “demo” is wholly inaccurate. We ordered the system via phone. We spoke Russell Spring. to purchase the system. This bed was offered to us as a demo, with the declaration that it would be sanitized to state sanitation guidelines. He did NOT caution us, nor advise us that this purchase was a “final” purchase. Had he, we would not have purchased it. The bed was purchased solely for its ability to adjust at the head/foot areas, addressing my wife’s diagnosed, serious COPD condition.
     The  “accessories” statement in the response is distorted and inaccurate. A Replacement pump and controllers were sent to us, to replace the initial defective operating inflation system.  That took delivery took six (6), after we were told "overnight" delivery. By any reasonable measure, these items simply cannot be described or considered as “accessories”!
     Lastly the response from Personal Comfort to the BBB, is deceptive and distorted. We contacted BBB because after the replacement pump and controllers arrived, we are still struggling with an expensive system that is still not functioning as advertised, designed, described, and sold! Repeated pleas have been ignored. This is our second Personal Comfort bed system purchase, which works perfectly. Our first purchase is Oct 2020. This is NOT a simple case of “we don’t like it”.
     We must reiterate that the co-founder has completely ignored our appeals for help, since 22 December 2022. We have communicated directly, via his personal  email address, to help us resolve the subsequent failure of this bed unit! We are senior citizens in our seventies. We petition the BBB to negotiate our case to Personal Comfort to do the right thing, return our money and remove this system, so that we can purchase a similar competing system to address my wife’s medical condition. Previously, we have purchased three (3) "Select Comfort" bed systems and not once did we ever have a "customer service" issue.
  
  Sincerely,
  ******* *********

  Business response

  02/01/2023

  Dear ********

  We have escalated this issue up to Craig M***** **. He will be reaching out to you directly to help resolve this issue you are having. Thank you for your patience and understanding.

  Sincerely,
  Personal Comfort

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 25th, 2021, I purchased a queen mattress with extended service plan for 5 years. The bed did not deliver the benefits that were promised throughout the website, ads, and phone conversation with the sales person. During the trial period only, dozens and phone calls were made and emails sent to resolve the issues and it literally took several months and who knows how many hours of waste of our time. We finally gave up and stopped communication with this unhelpful and incompetent sales team. My husband totally refused to use the mattress and I ended up throwing out furniture of another bedroom to use it just for myself due to my shoulder and backpain that made me restless all night. Early this summer, I realized that my back pain is getting worse, and the reason being deflated mattress every other day after I pumped air to my comfort level. I made several more calls but they were not answered. I then started to email in early September and after weeks on wasting my time and energy, they asked me to return the pump for service which I did a month ago. I am at the end of my rope here and can't understand why a business like this is even allowed to exist. I have lost my working mattress and furniture, I have tried to work with them for 2 YEARS, I have spent hours in troubleshooting it myself, I am unable to use the bed, and they last response to me was on 12/27 when I inquired about the status of pump saying "I am truly so sorry for this delay and I am reaching out to our warehouse again now for an urgent update on the status of the pump repair. I will update you today.". The resolution I am seeking at this point is complete REFUND of my purchase and the boxes that I can use to send this garbage back to Personal (dis) comfort. I should have read these complaints before I purchased it and I hope others can benefit from this and avoid making mistake that I made.

  Business response

  01/12/2023

  Customer Tamkeen ***** ordered their product on Jan 25th, 2021 and it qualified for a 120 night risk free trial that ended on 6/12/2021. Customer received two free comfort enhancements to help appease customer's comfort level. Customer's pump was repaired and serviced under warranty free of charge. Customer agreed to Personal Comfort terms and conditions at the time of purchase (see attached). Personal Comfort has made several good faith efforts to go above and beyond company policy by offering free items to Customer during their trial.
  *** **************** ******** ******* *** *** ***** ********

  Customer response

  01/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It is obvious that the seller is still ignoring the facts and using the false narrative that is part of this business from day 1. 

  1. A very long trial period is enforced by the seller and requires that the buyer spend hours of their time trying to fix a rubbish product. We had no choice but to reach out to the seller repeatedly and they sent a couple of pieces to put on top of the existing mattress. Those additional pieces too, did not deliver the comfort that we were expecting and my husband and I ended up separating our bedrooms because this one is not comfortable for 2 people. By the time the trial period ended, we were already in separate bedrooms and too fed up of wasting our time, with no result.

  2. after my complaint, the seller sent the new pump back (after 6 weeks) and lo and behold, the pump was not the problem in the first place as I mentioned in my complaint. After 2 days of use, the air is leaking again (see pictures).

  3. Seller was never interested in troubleshooting the problems, they were just checking the boxes and throwing more junk at me hoping I will go away. I repeatedly requested to talk to a technician to troubleshoot the issue before shipping the pump back but no success. What kind of an air mattress business thinks that it is a pump issue when the air is leaking from the mattress? I am shocked that this business is allowed to operate with such impunity.

  
  Sincerely,
  
  Tamkeen *****

  Business response

  01/31/2023

  I have reviewed the rejection response from the customer and found that our original response is valid and still applies. We offered (2) comfort enhancements at no charge to the customer and are willing and ready to continue working with them on their comfort. The air loss issue was troubleshot with the customer in good faith and a probable solution was implemented. If the solution failed to resolve the issue then additional troubleshooting would be required to identify and resolve the issue. This customer has a 5 year extended warranty so any manufacturer defects or mechanical failures found not directly attributed to customer action would be covered at no charge. At this point the customer is 500 days outside of their initial 120 night trial period and return/refund are not options. 

  Customer response

  01/31/2023

  
  Complaint: ********
  
  I am rejecting this response because this is still waste of my time. I was forced to waste my time with the seller for months when they sent a couple of pieces to resolve my issues, none of them worked. 

  The latest claim that they are making regarding fixing the pump, is another huge waste of time. The problem WAS NOT identified correctly, and NO ONE bothered to get on the phone and trouble shoot the issue. I had the bed without air pump for 6 WEEKS and on my complain on this forum, they returned the pump which DID NOT solve the issue, just like I predicted. See pictures attached.

  
  
  Sincerely,
  
  Tamkeen *****

  Business response

  02/22/2023

  Hello,

  Please see original order receipt and acknowledgement of the terms and conditions. Customer agreed to these on the original order. Terms and conditions are also attached. Customer received two free premium comfort enhancements and is outside of their trial window. We will not be accepting a return. Customer shall not continue to re-open this case. 

  Personal Comfort

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This transaction was made in my partner's name. But I handle all of the paperwork, etc. A few months ago, we bought both a bed mattress and a base from PersonalComfort. We were told that the base was " the best that is out there "... over the next several days we learned that it was a third-party that they used, and that that third-party sold a better base. We also learned as we put the bed together that there was a leg, damaged and threading damaged. In order to get a new leg, we went through a huge hassle and for two weeks have to sleep on the couch. We were told we be compensated for this and we weren't. So, being misguided, during sales, receiving a broken face, we just wanted to return it to them. We love their mattress, there is no problem. The mattress at the base needs to go back to them. They are refusing to take the base back.

  Business response

  12/26/2022

  The customers' initial complaint was that the adjustable base we sold them was not a top-of-the-line product. However, the Power Flex 4 adjustable base sold to the customer is the top model in the ******************** catalog of products. While the manufacturer of the adjustable base does sell additional models the adjustable base the customer refers to is a wall hugger style adjustable base and does not work well with our mattress specifically the Flexhead style ordered by the customer and for that reason is not in our catalog of products.
  Per the terms and conditions available on our website www.personalcomfortbed.com and agreed to by the customer our adjustable bases are not subject to return.
  We are actively working with this customer to address the issues mentioned and get a replacement adjustable base shipped and installed to replace the customer's damaged base. Once this course of action gas been approved by the customer and replacing the damaged adjustable base has been completed Personal Comfort will initiate a conversation with the customer regarding reasonable compensation for any inconvenience this may have caused. We hope to have this matter resolved quickly.
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2022 I purchased a new mattress and adjustable base from Personal Comfort. The bed was delivered on October 21, 2022. This purchase was over $10,000! I took my old mattress/bed set apart and removed it from my bedroom. I started to assemble our new bed realizing one of the legs for the adjustable base was bent. Unable to assemble the new bed, I contacted PersonalComfort. Personal Comfort told me they would send me a new leg. Unfortunately it's been two weeks and I still haven't received a new leg!! I have to sleep on an air mattress/couch because I'm can't assemble the new bed without it!! Personal comfort told me they would compensate me for my troubles and they still have yet to deliver on ANY of the promises they have made!!!!!

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/11/17) */ Customer received and had installed an adjustable base with a damaged leg. Personal Comfort sent a replacement leg and it was discovered that the original damaged leg had caused stripped or damaged teh bolt hole. We escalated to the manufacturer who agreed to send a replacement. The adjustable itself is not returnable so at this time we are discussing the replacement with the customer and hope to have this issue resolved soon.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Personal comfort is the worst disgustingly miserable bunch of POS losers I have ever dealt with! There are many complaints and many of these complaints, are very similar if not exactly like mine! After several months of fighting with this ******* named Lonnie M*****, who is a manager for the company, told me he would refund me for my mattress and they scheduled a date for to be picked up which it was picked up about 5 weeks ago! They have not refunded me my money there is no excuse in the universe why I would not get a refund now that they have their very flawed merchandise back in their possession! I have spoken with customer service for the last 2 weeks they keep promising me a check and they will not send me out a check every single one of these people are trained liars. The CEO, Scott s****** will not return my phone calls! Lonnie M*****'s name is mentioned in several complaints with this bureau. I need my refund, and these people need to be stopped or put out of business for unethical business practices

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/25) */ This customer has returned our product and has been refunded for it against our policy due to his abusive behavior towards Personal comfort staff. He has threatened violence against myself and my family to the degree that a restraining order had to be filed. He has been barred from purchasing our products going forward but continues to call both business and personal cell phones of staff and management simply to abuse them verbally. As a company we will no longer engage with this customer. Additionally it has come to our attention that he has been banned from purchasing from our direct competitor as well.

*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. ↩