ComplaintsforClassic Brands Sleep Products

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a mattress less then a year ago and I have been talking to gayle for the last seven weeks all they have done is Run me in circles telling me the mattress will be in in two weeks and then another two weeks and then another four weeks Then they sent a message saying the mattress was shipping and it would be here in two days I never got it I talked to them and they said oh it's not in stock they talked about giving me a refund since They can't provide a mattress Then I was informed today by Gayle That they will try to find a mattress from somewhere else I can't believe anything this place tells me I emailed Gayle Asking for a supervisor to call me I get a response saying I will reach out to her no one ever called this company cares nothing about their customers only ripping them off

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/12) */ Can the customer please email me directly at *****************@classicbrands.org regarding this issue Jim Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Jim I have emailed you and got nothing back I will email you again right now I talked with Gayle today also to let her know that i did reach out to you Business Response /* (4000, 9, 2022/01/17) */ The customer and I are playing phone tag. I will reach out to her again today

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a classic brands queen adjustible bed on amazon. the last year of the warranty, the motor stopped working. I contacted the company by email and by phone over a 11 month period requesting warranty service. They asked for a picture of a tag on the bed, I sent a picture of every tag and the motor, each time I was told it was not the correct tag. When I asked for a picture of what they wanted, I was told they did not have a picture of the tag. This continued until the warranty ran out. I just want a replacement adjustable bedframe. ***** *****

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/07) */ Please email me directly at *****************@classicbrands.org so I can resolve this for you

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a top of the line adjustable bed about 3 and a half yrs. ago. About two months ago the bed frame BROKE IN HALF disabling the ability to raise or lower the bed. I have contacted Classic Brands multiple times but they refuse to offer any help. I paid almost $600 for the bed and I want someone to fix the problem.

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/05) */ Please email me directly at *****************@classicbrands.org so I can resolve this for you Consumer Response /* (3000, 7, 2022/01/11) */ From: Allan M. Sent: Monday, January 10, 2022 2:57 PM To: *****************@classicbrands.org Subject: Broken Bed Importance: High Sent from Mail for Windows RE: BBB contact of January 5, 2022. This issue involves a bed frame which was supposedly a high end adjustable bed. You have advised BBB and they, in turn, provided a copy to us, stating that we should contact you directly in an effort to resolve this issue. We have made several contacts with CLASSIC BRANDS, as well as representatives of the Simmons Corporation, via email, in an effort to resolve the problem with our "premium adjustable bed frame." Our replies from CLASIC BRANDS stated that this frame was a SIMMONS brand product, even though there was no reference to the Simmons name on any of our paperwork. To address this issue, we made several contacts with the Simmons Corporation who advised us that there should be a label affixed to the frame which would identify the manufacturer of the frame and we found that CLASSIC BRANDS was indeed the true manufacturer of said frame. We took a screen shot of said label and provided same to CLASSIC BRANDS, who, to this day, denies being the manufacturer of said frame. It is our position that CLASSIC BRANDS should bear the full cost of replacement and installation because this is a relatively high cost item which clearly should have lasted much longer than it did. Furthermore, we should not have to "do battle" with multiple entities to replace what is obviously a defective piece of merchandise. Your prompt attention would be most appreciated and we hope that an amicable resolution can be forthcoming Sincerely, ***** *. ****** AFM/grm cc. BBB Business Response /* (4000, 9, 2022/01/12) */ Can you please send all of the information you previous sent, along with photos, to *****************@classicbrands.org, this way I can look it over and resolve the issue Jim

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed and warranty through Amazon that was made by this company. My bed is literally falling apart. The legs are caving in under it. It's rickety. It's unsafe and wobbles. I contacted the company in October and my issue is still not resolved. Sometimes it takes a week for the person emailing to answer. I called Wednesday and didn't get a call yesterday. They offered me a new bed but my model is out of stock. I had to ask for a diff type. They told me it would get sent out that day. A week snd a half later I'm told that ones out of stock. At this point, I want refund. I'm not satisfied with their garbage furniture or customer service.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/17) */ Please have the customer email me directly at [email protected] so I can resolve this Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already been in contact with this business for over two months and have yet to receive a response to two different phone calls I've made. Emailing a different email address is not going to resolve my problem. At this point I would just like a refund so that I can buy another bed. Consumer Response /* (4200, 14, 2022/01/18) */ On 1/3, Jim S. said he was going to check to see when a check was sent to me. I've since emailed twice and called twice and I've heard nothing. No refund has been received. Business Response /* (1000, 26, 2022/02/08) */ A check was sent to the customer for a full refund

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress topper from the company that was supposed to be gel memory foam and cost almost $100 dollars. It was purchased through Amazon. I used it for 6 or so months but I didn't feel it was useful so I put it in my spare bedroom in storage. I recently was cleaning out and was donating it so took a few pictures for them to see what it looked like, including pictures of the inside. After donating it, I suddenly realized the inside didn't look anything like the listing- it was just regular egg crate foam. I contacted the company and they told me to complete a warranty claim and after me questioning warranty versus completely different product, they stopped responding.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/12/17) */ Hi Please email me directly at *****************@classicbrands.org so I can resolve this for you Consumer Response /* (2000, 7, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have said via email that they will be sending a refund check.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a " Classic Brands Cool Gel Ventilated Memory Foam 10-Inch Mattress Bed-in-a-Box, Queen" off of Amazon for $303.27 on January 23, 2021. After having the mattress for only 4 months I removed the mattress cover AS INSTRUCTED ON THE COVER to wash it (again following the correct washing instructions, ex. Cold water, tumbled dry low). That night I put the cover back on the mattress and my boyfriend and I became itchy all over. We turned on flash lights onto the bed and noticed fiber glass all over our bed, bedding, dresser, clothes, every belonging in the bedroom, my DOG and his bed. It took us hours in the middle of the night to get ourselves mostly completely cleaned. It then took weeks for us to remove all of the fiber glass and about 200$ on cleaning supplies and proper cleaning gear to make sure we didn't inhale the fiberglass of get it on our bodies again. We had to throw out the mattress, all of our bedding, some of our clothes and personal belongings. We were unable to sleep in our bedroom for the entire month we were cleaning it until we felt it was safe enough to return. I reached out the Amazon who told me it was too late after the purchase to get a refund from them and I had to reach out to Classic Brands. So I then did that and spoke with someone who told me they would email me a warranty form, and they never did that. So I had to call again and this woman emailed it to me while I was on the phone and told me all the pictures of the mattress I would need to include. Well considering the mattress was covered in and shedding fiberglass everywhere we had thrown it out so I am unable to provide the photos they need in order to get the warranty refund. I have photos of the fiber glass all over our bedroom and belongings and the dogs bed. I have read other complaints where people have had a similar fiberglass issue.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/11/09) */ Please email me directly at *****************@classicbrands.org so I can review this issue

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a king size mattress for a family in need. The mattress is brand new and covered in black mold and gunk. I've emailed this company and dealt with gale. She requested multiple information duplicate times being ridiculous. I gave her everything. The last thing she wanted after giving her all this proof was a law tag. I just had back surgery I lifted this KING Size heavy mattress up to tey and take a picture for her. The tags were dangling by threads clearly look at what they sent us! She wouldn't help us because the tags came off due to there negligence. She didn't care these babies didn't have a bed or had asthma issues. I want a full king size replacement 14" gel with 2 pillows. If these baby's get sick due to black mold I will get a lawyer. This company lacks human decency. Gale should be fired.

  Business response

  01/25/2022

  Business Response /* (1000, 9, 2021/10/27) */ A new mattress is being shipped to the customer Consumer Response /* (2000, 11, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a queen size adjustable bed on September 2, 2020, with a three-year warranty. On July 29, 2021 the remote stopped working. I changed the batteries to two different sets, and did all of the troubleshooting I could. Nothing traumatic happened to the remote; it's just been sitting on my nightstand all this time. If I push the flashlight button down hard while pushing the batteries up, the light will come on, but I can't get it to control the bed at all. I've tried unplugging and plugging the bed back in. I reached out to Comfort Brands via email three times, and tried calling four. I also tried contacting them on Amazon and after 5 weeks have still not received a response. The bed is supposed to be under warranty, though if it's just a remote I'll even buy that -- I just can't get a response from them, at all, to do so. They've been completely unresponsive. A repair or a replacement would be fine.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/09/08) */ The new remote is shipping out today and will arrive in 2-2 days Consumer Response /* (2000, 7, 2021/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business says I should receive the replacement in two days, and I trust they'll follow through if anything else is needed in good faith. Thank you.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a queen sized Classic Brands Cool Gel Memory Foam mattress on July 25, 2021 which failed to expand properly. I was left to dispose of the mattress on my own. I left it in my apartment until I could afford for someone to come move it, as its heavy. A day later I woke up in tremendous hives, redness and patches all over my body. After researching other horror stories with memory foam mattresses, I discovered that this bed was fiber glass infested and immediately drug it onto the balcony of my apartment. I threw out all brand new sheets, blankets, pillows, clothing, etc - and had to purchase specialized equipment in order to remove most of the fiberglass from my bedroom and home. I emailed the company and dealt with Jim ******, who offered (then retracted the offer) to remove the bed from my home. He also assured me that I would be reimbursed for my spendings. He has never called or resolved this issue, and only responds when I reach out threatening to take maters further.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/08/24) */ A settlement agreement has been sent to the customer. once signed, we will send the check out to them Consumer Response /* (3000, 12, 2021/09/01) */ I did not receive the check as promised. I was provided a legal document to sign for the reimbursement funds, and was told that I would be updated once accounting processed, but I have not heard back from anyone. I emailed Jim ****** over a week ago. I followed up about the check 2 days ago and he has not responded to my email.

*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. ↩