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Complaint Details
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Initial Complaint
07/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Bought an adjustable base and it was supposed to come with 3 different size legs. Emailed the company explaining the situation tha the other 2 sets of legs were not given to me. Spoke with a women who took my complaint and said she would get back to me because she had to telll her supervisor. I have texted this women 2 times a week for the past month, no reply what so ever. No body picks up the phone. My husband and I are both seniors and short, its hard to get in and out of the bed. Please help. Thank you
Business response
07/19/2024
Hello
We have reached out to the customer as of today, 7/19th and left a voicemail message and sent a follow up email to assist her with the leg issue. We have been waiting on her proof of purchase to assist that we have yet to receive.
Thank you
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 20, 2024 I contacted BBB after not receiving return requests either via email or phone contact from Reverie concerning repair of our bed. The next day I heard from Reverie by phone. I shared with them the problem and they asked for model numbers about the bed. They said I had the wrong controller and proceeded to send me "supposedly" the correct controller. As my friend and myself installed the new controller we discovered that the "new" controller did not offer the same features as my original system. I immediately contacted the support person to whom i was assigned and also have contacted the company support line. I have heard no response. I would like them to send to me the correct controller.Business response
07/17/2024
Hello,
Today, 7/17th, we have reached out to the customer requesting additional photos of parts that the customer mentioned were sent in error. Once the photos are received, we wcan move forward. We were forced to leave a voicemail message
Thank you
Customer response
07/23/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]They promised to send the correct unit in an expedited way and i have yet to receive the unit, nor have I received a shipping notification.
Regards,
***********************Business response
07/24/2024
Hello,
As of today, the part is in route, tracking number
1Z8X731V0357116311, delivery date July 25th
Thank you
Customer response
07/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A number of years ago, I purchased a Reverie Adjustable Bed Frame through Art **** Approximately 3 years ago, it took 27 days to get any type of contact with the company. Currently I have a remote control that no longer works. Went to their website and ordered what was suggested as a replacement for my my existing remote. This was after 3 weeks of calling their tech support number, occasionally leaving a call back number (most times, the line just hung up). I have sent two emails to the company with no response received. I would like to hear from their technical team as to what I need to do to allow my bed to function again.Business response
06/21/2024
Hello,
We have spoken to the customer as of 6/21/24, and is in the process of assisting. Currently waiting on the base information so we can swap out the control box so he can use his remote.
Thank you
Customer response
06/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It has come to my attention this company is falsely charging my credit card every month on the 29th day of the month $20.43. I do not recognize the company name nor the Hayden ** address. I do not believe I have ever ordered from them any item. I only realize now that Dec/29/23, Jan/29/24, Feb 29, 2024, March 29, 2024 and April 29, 2024 I have had deducted every month $20.43. I would have to continue to look if there are more charges in 2023. These people are slick and continue (I read comments from others for fraudulent charges monthly). Why is nothing done through court. I have no tickets because I have not received any merchandise nor do I have a history of emails for purchases I can print off to make this legitimate.Business response
05/30/2024
Hello,
We reached out to the customer and advised via voicemail that we are not the company charging her fraudulently and she should notify her bank immediately. I let her know that we do not offer a subscription or membership of any kind, however, she is more than welcome to submit docs so we can further assist.
Thanks
Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 14. 2024 Reverie took $20.73 from my banking account. And on January 13, 2024 Reverie again took $20.73 from my banking account, And on January 6, 2024 Reverie took $3.28 from my banking account. I have never heard of this company. If I can not have a refund, then just make sure they can't deduct anything from my account again!Business response
04/29/2024
Hello,
I reached out to the customer today, 4/29/24, and let the customer know that we did not charge them the fees. It was company that we are not affiliated with and they should take action with their financial institution. Also sent an email.
Thank you
Customer response
04/29/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*******************Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This Business somehow compromised my Debit Card by charging me $20.67 out of my Bank account. I have never heard of this Business nor authorized them to charge my account. My Bank sent me a fraud alert and now I have to get a new card and call my subscription to change payment information.Business response
04/23/2024
Hello,
We have reached out to the customer via phone today, 4/23/2024 and let him know via voicemail message that we are not the company that charged him. He can provide docs if he would like to pursue the matter but we are not affiliated of any kind with the company he saw a charge from.
Thank you
Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Reverie split king adjustable bed frame with a ************* of the two control boxes previously failed and now the second of the two has failed. I have been trying to contact the company for over a month. No one ever answers or returns my calls.Business response
03/14/2024
Hello,
We have reached out to the customer via phone to further assist with the base as of today, 3/14th and left a voicemail message. We also followed up with an email. We are currently waiting on a response.
Thank you
Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My elderly 82 old father has a reverie adjustable bed and has no power. I have done all the troubleshooting and no luck. Since December 2023 I have called and left messages as they asked and I have not received a call back. I have emailed as well and no response. It' 3.5 years old and there is a warranty. I would like to get his bed fixed and would like someone to please get back to me. Thank youBusiness response
03/07/2024
Hello,
As of today, Feb 7th, I have reached out to the customer to assist with the complaint and left a voicemail message. I have also followed up with an email as well. Waiting on a response.
Thank you
Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am having a unique issue with our Reverie adjustable bed. I have been trying for a month to speak with any human at Reverie. All 3 customer service phone numbers I have been able to find, the phone simply rings and *********** am not able to leave a message. One of the phone numbers says I am caller 2 in line before disconnecting me. I want an actual phone number to contact a human at Reverie to discuss our situation. I need service and its impossible to get in touch with anyone at Reverie! How is it possible this company is A+ rated??Business response
02/22/2024
Hello,
We show that we had responded to the customer's voicemail on Jan 16th and was unable to reach him. We did speak with ***************************** on Feb 20th and it appears this customer is all set.
Thank you
Initial Complaint
01/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried contacting the company for a warranty issue (bed remote) 12/27/23.I called first and was notified there were two calls ahead of me. After a couple of minutes I was told to leave a name and number. So I emailed the company (************************************************) and received an automated reply that their response time was Email responses - 2-3 business ***** replied to their email after several days- 1/6/24. Then again on 1/10/24. And finally today (1/20/24).At this rate, my warranty is going to expire before they respond.Maybe that is their plan.Business response
01/22/2024
Hello,
As of today, we have reached out to the customer via, ************************** to further assist with his warranty issues.
Thank you
Customer response
01/31/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*************************
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Get a QuoteCustomer Complaints Summary
81 total complaints in the last 3 years.
39 complaints closed in the last 12 months.