Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a heater for a mattress we also ordered from Boyds. We received the heater pad but a temperature control unit was also part of the order for which we were charged. We have contacted them by phone and email every day for a week to ask that the temperature control we have paid for be shipped to us. They have not responded and have not shipped the control unit. We would like to either be compensated for the part or have the part shipped to us. The heater pad is worthless without being able to set the temperature.

  

  Business response

  01/13/2025

  Hello - We responded back to the customer's email, letting them know a replacement heater was shipped out and on the way to them.  This was done prior to receiving this notice from the BBB.  We also provided the *** of the replacement heater, which was 01/13/25.  Upon checking the tracking today, ***** shows they moved it back one day due to recent weather delays and the *** is 01/14/25.  We would ask that the customer check their spam folder for our response email, as it was sent on 01/09/25.  Thank you.

  Customer response

  01/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will add that if they business would have contacted me by either email or phone as they claim they did then I would not have had to contact BBB.  
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Boyds air mattress off of Amazon In 2022 the pump went out on our bed two months ago I have called every number to reach out to this company because I cannot go through ******. I paid $2039 for this bed and we have no pump I have talked to a man named **** twice about the issue. He said the pump was covered no cost to us. He would send it out the next morning it has been going on for two months now, and we have not received an air. About the issue. He said the pump was covered no cost to us. He would send it out the next morning it has been going on for two months now, and we have not received an air pump for our bed . you cannot talk to a human being besides this mat I have left over 11 voicemails on his voicemail and to this day 12 2024. I have not received one phone call from this person. ****** will not do anything for us told us to contact this company I have been calling 2 to 3 times a day and leaving a voicemail for him and he has never yet returned one of my calls. I just happened to get him luckily one day because we hadnt received the pump and he said it was shipped out the day after I talk to him it has been two months since I have talked to him and we still have no pump for the bed. The bed is the night air adjustable air mattress adjustable number bed allows, custom customized support on your side of the bed mattress only six chamber queen 13 inches $2039 is what we paid for a queen 6 chamber mattress that we cant even air up now we are sleeping in two holes because the mattress is sunk in this business is a farce. They are not respectful enough to call back people that spent money to support their business. As far as Im concerned they can send me my money back and I will go someplace else and buy a different bed. This matter needs to be taken care of now or we will end up in a court case. I would like a full refund sent to my home address because the card that I put it on through ****** is no longer valid.

  

  Business response

  12/23/2024

  Hello, We sent Mrs. ****** her replacement air processor prior to receiving this message.  ***** tracking (************) shows it is out for delivery today.  ***************** purchased through another retailer, we did not have access to her email address, which is where we forward tracking information.  Per the warranty guidelines, the replacement air processor was sent to Mrs. ****** at no charge and it is set to deliver today.  Thank you.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been emailing customer support since November 2023. The sides of the mattress started breaking down. They asked for pictures and I sent some. Never hear back. Life got busy and I forgot to follow up. Fast forward July 2024... I have emailed with their customer service *** every few weeks since July to get the problem resolved. The support agent has disappeared again and again, or let communication for week(s) without a response only to pop back and say "It's being shipped tomorrow." And then followed by various excuses for why it might not have shipped. Most recently I was told it would be delivered on Oct 23rd. There was no delivery and I haven't received a response from the email is ent or phone call I made.

  

  Business response

  11/18/2024

  We went outside of the warranty guidelines and shipped the customer an entirely new mattress.  The new mattress was received on 11/05/24 and we consider this matter resolved.  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 9, 2024 My husband purchased online a waterbed bladder., it was sent out on July 11th. When we received it we realized that we purchased the wrong one. My husband called first and spoke with ****. **** explained he would be in contact with a RA# so we could return it and reorder the correct bladder. We never heard back from ****. My husband called a couple of more times and the call went to voicemail, my husband left a message on voicemail still no response. My husband sent an email on July 17th no response. I called and left a message on ****** voicemail and called 2 more times. I also called using my son's phone and got ****** voicemail. I also sent 2 emails to customer support on July 23th and 29th again no response. My husband called again on August 8th and got ****** voicemail. We knew we made the mistake and had no problem with paying to have the incorrect item sent back and even said in the voicemail that we wanted to purchase our correct item. The 30 days is almost up for the (no hassle) return. We have tried our best to get in contact with anyone at this company and have gotten 0 response.

  

  Business response

  11/11/2024

  We communicated with ************** directly over a month ago.  We informed ************** that she had been refunded for the order she placed in error.  We also informed her that we could not place the correct order for her over the phone, as she was using ****** services to pay for the order and that can only be completed by the customer placing their own order via our website, as we cannot gain access to their ****** information.  ************** acknowledged the refund for her original order, that was placed in error, followed by ************** placing a new order for the correct item.  The new order was shipped to ************** immediately and she received her new order close to 20 days ago.  

  
  

  We consider the matter resolved and the customer satisfied.

  
  

  Customer response

  11/13/2024

  The complaint I lodged with Boyds Waterbeds has been satisfactory resolved.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Have been trying to reach **** customer support over the past few weeks both by email and phone (leaving message) and receive no response. We own two ***** beds and are trying to find out the cost to replace a MA7105 air pump that is no longer functioning for a bed purchased in 2016-17 timeframe. Weve had similar problems in the past trying to contact customer support and this is yet another very frustrating experience.

  

  Business response

  04/22/2024

  Hello - We have touched base with the customer and resolved their concern.  Thank you.

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 2 x Twin XL (as a split king) **** mattresses on Amazon from the Nite Air Beds on the last week of Feb 2024. After receiving the beds, and trying them out for a few nights, they were extremely hard, due to the 3" foam that was included as being very hard. We called mid-March 2024 and was told that a new softer foam layer would be sent out for both beds as well as a new zippered case to fit it all around the mattress.We waited a week and called again, and was told that we would receive these items 3/27/2024. We never received any tracking to validate, and we are now into April with nothing received from them. This seems to be a pretty standard operating procedure as evidenced by other complaints. We reached out again, and **** replied stating he would get status by the next day, and a week or more later, no responses, and no comfort items sent. If we aren't able to resolve this using with the 100 night trial policy due to working with them on one comfort upgrade but not receiving it, we will have met all criteria for the free return of 30 days of sleeping on the mattresses and trying to work with the customer service on a change to the beds.

  

  Business response

  04/11/2024

  Hello - **************** has been provided his tracking for his comfort enhancement provided at no charge.  Thank you.

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I did receive the 3" egg carton foam which means it is really a 1.5" foam topper and it softens up the bed a tiny bit. We ended up just adding a 3" Tempurpedic foam topper from ****** to the bed, and that made a huge difference, much more over this foam that was sent by ****. 
  
  It is a shame it took 3 weeks and finally a BBB filing to get a response and action however. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 24, 2023, I bought a ****** ***** 612 6-Zone Number Bed and receivd Oct. 30, Order #****. I called Night Air Beds on Nov. 27, and spoke to the **************** Manager, ************************, requesting help with posible suggestions of better 'comfort' on the bed as I was not having any luck at all with my own air level adjustments.I explained that no matter what air level adjustments I made, nothing seemed to be working for better comfort. He suggested I could try a comfort mat top, and they could send it out to me as soon as possible, no charge. I repeated that I had made adjustments that did not seem to be working and would try a comfort mattress top to try 'with' current top and/or without current top.He said it would shipped out as soon as possible. I waited almost 1-1/2 weeks and no tracking number or shipment for the mattress top had yet arrived.On Dec. 6, I called again about the shipment and was told by ************************ that the mattress top was shipped and due to arrive Dec. 8. Dec. 8, it did not arrive, and the holidays were in full swing. I was not able to contact them again until January 4, ****, and told ************************ that I still had not received the mattress top and that, considering the hardship of me dealing with the current mattress I had purchased Oct 30, 'I would prefer, since I have not received a mattress top as previously requested", that "I would prefer a refund since I had not received a matress top" and I was told a couple times that one was shipped.He accepted my decision and sent me written instructions for what parts of the bed were needed in return for a refund. I asked, in regards to their refund policy, and indicated that I felt I had honored return policy as I requested a matress top, but never received and he immediatly said once I return the box of bed parts back, that I wil get a full refund. I agreed. Jan. 12, still no Fed Ex to pick up my box of bed parts. No email replies, calls or anyone answering my calls.

  

  Business response

  01/15/2024

  Hello,

  We have scheduled another ***** pick up for the items that need to be returned in order to process a refund.  The carrier did not complete the initial pick up request.  The 2nd pick up request is scheduled for 01/16/24.  The carrier tracking number for that pick up is 997350400024081.  The customer will be informed as well.

  Thank you.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called and left 3-4 messages, and emailed the company to have them send O-rings. I have received no return calls, but I did get a robo-response to my email 12/20/23 stating "Ticket #*****: Your ticket has been created" with a note that they would contact me. I have yet to hear from them. I am very disappointed, as I have had dealings with this company a couple of times over the years we have had our bed, and they have always been very helpful and cooperative,

  

  Business response

  01/03/2024

  Hello - The requested spare part is on the way to the customer and they should be receiving it in 2-3 business days.  Thank you.   

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress with this company. It was under warranty, and I made a complaint about the bed tray. It is bowing and starting to fall apart. This is causing the air pockets to shift and my husband and I are waking up with back pain. I started corresponding with the company back in February 2023, they asked me to send pictures and I did. After I sent pictures they stopped returning emails and phone calls. Finally in November, I did receive an email saying that they would be replacing the tray to the bed, they forwarded me the invoice showing that it was approved and would be sent to me. I was told that I would have tracking information for it within 24 hours. It is now 6 weeks later and I have yet to receive that tracking information and I have not received the replacement tray. I have again called and emailed several times, but they will not respond.

  

  Business response

  12/22/2023

  Hello - We appreciate Ms. ******** patience while we determined the best coarse of action for her replacement.  We have upgraded Ms. ****** from a model that is 2 years old to a brand new model.  We have informed her of this upgrade and sent her tracking for the items she will be receiving.  We will continue to honor our warranty the best way possible, which can include replacing an item with a similar piece, or in the case, upgrading the customer as an appreciation for their patience.  Thank you.  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an Twin XL ultra **** bed on 01/22/23 and received it on 02/08/23. Order # ****. The bed comes with a 100 night sleep trial. Since I was having comfort issues (too firm), I contacted the company on 04/12/23 and 04/23/23 through email with no response. I called the company on 05/03/23 and was told they were going to send a different comfort layer and mattress top to accommodate the additional height of the new layer. I received nothing. Two weeks passed (05/17/23) and I called the company again and was told it was on backorder but was now in stock and I would receive it in a week or less. I received nothing. Two more weeks passed, and I called the company again. Could not speak to anyone but could leave a voicemail. Received an email from the customer service manager later that day (05/31/23) saying that he would give me a tracking number the next day but that never happened. I emailed on 06/13/23 and received a response on 06/14/23 again that I would get a tracking number the next day. I still do not have a tracking number after emailing again on 06/21/023 and 06/26/23. I have tried calling the company several times only to get an option to leave a voicemail or sometimes the voicemail is full, and no message can be left. I only want the new comfort layer and cover as promised by the sleep guarantee. I am also concerned that the warranty that came with the bed will be useless if I do have any issues in the future as there is no customer support.

  

  Business response

  07/05/2023

  Hello,

  We certainly understand the customer's frustration.  Unfortunately, our new shipment of air beds and air bed accessories is delayed and not expected to arrive for another 60 days.  We have reached out to the customer to confirm their intentions to either wait for the arrival of the new parts, or if they would like to proceed with a return and a refund.  Please note, this is not a warranty or defect issue.  This is a free of charge comfort enhancement that is being requested.  We have every intention of honoring that free of charge comfort enhancement when we receive the part the customer has requested.  We will wait to hear back from the communication we sent to the customer about how they would like to move forward.

  Thank you.

  Customer response

  07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20273027.  They have offered a replacement comfort layer when they are back in stock in 60 days or a return if I do not want to wait.  I have replied to their email stating that I am choosing at this time to wait for the guaranteed replacement comfort layer when they are back in stock.
  
  Sincerely,
  
  *********************

*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. ↩