Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a bed from them. It's not comfortable and we are in pain daily from it. We want our money back per the guarantee. I've reviewed the terms outlined in the contract however the terms under which we were sold the mattress were false. There were many falsehoods told to us during the sales process and for that reason, we have a right to terminate the sale. This is certainly NOT the mattress we sampled prior to purchasing! We have given it time to "settle" as well as our bodies time to adjust, but it's absolutely not comfortable to either of us. We were assured the base and the mattress would stay together but neither are true. We specifically complained about a gap in our previous bed but were assured it would NOT be a problem with this base and bed. That is 100% false! There's such a large gap that we might as well be back in the 50's with two separate beds and a nightstand between us!! The mattresses and base both migrate apart and we are definitely not doing anything in the bed to cause this movement. Our granddaughter fell into the gap and I was afraid she was going to fall through to the floor! It is unsafe for anyone regardless of age!! We were told by the salesman the firmness and softness was adjustable on this bed -- just like our previous ***** ****** bed! There are no adjustments at all!!! He said how to do those adjustments would be in the manual we received with the bed, but they aren't there because they do not exist!! That is false advertising! We were sold a bed under false pretenses with false promises! I could go on and on with things we were told and promised about this bed - both mattress and base - that have turned out to be false. I know the goal is to sell beds but not by promising things they are simply incapable of doing!! I want to return the entire bed and cease to do business with a company that is willing to say anything to make a sale.

  Customer Answer

  Date: 04/29/2025

  You can close this ticket.  The company has issued a full refund after the return.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed system from this company at the So. AZ Homeshow on October 27, 2024. At the time of purchase, I was told I was purchasing the bed on layaway, and owed nothing for one year, interest-free. Superior Sleep issued me a Wells Fargo credit card account (something I did NOT agree to at the time of purchase) to place this purchase on credit. I recently learned from Wells Fargo that I must begin making monthly payments NOW, beginning December 2024. I bought this bed under a full understanding that I would NOT have to pay for it for one full year. This was obviously a lie on the part of the Superior Sleep salesman. I wish to have Superior Sleep take back their bed (which I have not yet un-packaged) and cancel my order. This complaint is in addition to an additional lie of theirs: the salesman promised to delay the shipment of my bed until January or February 2025. Instead, the bed shipped in November, 2024, against my wishes. Superior Sleep used corrupt sales tactics in selling me their product. I do not trust this company or their product, and I am requesting they take back their shipment and credit my account to zero.

  

  Business Response

  Date: 12/23/2024

  Thank you for sharing your feedback. We take customer concerns seriously and always aim to resolve any issues to the best of our ability.
  
  Regarding your order, we have all the signed documentation on file, which outlines the terms and conditions of your purchase. In this case, the best course of action is for you to continue working through the official Wells Fargo dispute resolution process, as this is the appropriate channel for addressing your concerns.
  
  As per company policy, we are unable to cancel orders or make adjustments outside of the terms and conditions of your signed agreement. We recommend reaching out to Wells Fargo directly for any further assistance or clarification regarding your Wells Fargo account.
  
  We are committed to providing excellent service and stand by our products. If there is anything else you need, we encourage you to reach out to us through the proper channels.
  
  Thank you for your understanding.

  

  Business Response

  Date: 01/02/2025

  Dear *** ** *****
  Thank you for bringing your concerns to our attention. While I understand your frustrations, I must clarify that the payment terms for your financing are managed by Wells Fargo, and any disputes regarding those terms will need to be addressed directly with them.
  Regarding the delivery request you mentioned, I have reviewed our records and found no documentation of such a request being made or paid for as part of your purchase. If you have additional documentation to share, we would be happy to review it.
  At Superior Sleep, we aim to provide a positive experience for all our customers. I regret that your experience has not met your expectations, but we believe we have fulfilled our obligations based on the details of your purchase agreement.
  Thank you for your time, and I wish you the best in resolving your concerns.

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  SupSleep is quite obviously avoiding the true and easily understandable issue.  This is NOT a Wells Fargo issue.  This is, again, an issue with SupSleep employing lies and deceptive tactics in the sale of their products.  I trusted the chatty and friendly salesman, which was my mistake, because he characterized SupSleep as a small company with the flexibility to accommodate its customers.  And for the massive price of their product, I expected some nominal accommodation regarding the delivery date, and definitely expected his "pay nothing for a year" promise to be valid.

  I'll give you one bit of advice, Superior Sleep; stay away from the So. Arizona Homeshow this year and maybe forever.  I'll be there, and I will be confronting your salespeople.  You can bet on that.
  

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a split queen bed approximately a month or so ago. One side stopped functioning! I’ve been trying to reach the company by phone and text since Thursday night. Today is Tuesday at COB. Regardless of the time I call during business hours, only an answering service answers. No one returns my call. I’m paying 450.00 dollars a month for a bed that doesn’t work! If they refuse to repair, they can pick up and refund my cost! Thank you

  

  Business Response

  Date: 06/07/2024

  Dear BBB Representative and ****** *****:
  
  We sincerely apologize for the inconvenience ****** ***** experienced while trying to reach us regarding the split queen bed issue. Our company was closed for an annual convention, which regrettably delayed our response time. We understand how frustrating it must have been to not receive prompt support, especially when dealing with an urgent issue.
  
  Regarding the specific concern raised:
  
  Issue Resolution: We have since resolved the problem with **** *****' bed. The issue was related to pairing the remote with the bed. A service order was set up for a technician to assist, but it was noted that the customer successfully resolved the issue prior to the technician's visit. As per the technician's report, the bed is now functioning correctly.
  
  Customer Support: We deeply regret that our annual convention caused a delay in our response. We understand the importance of timely customer support and are taking steps to ensure that such delays do not occur in the future, even during company-wide events.
  
  Follow-Up: Our warranty team has confirmed that the service and claim have been successfully closed. If **** ***** experiences any further issues or has any remaining concerns, we encourage her to reach out directly to our customer service team.
  
  We value our customers and are dedicated to providing the best possible service and support. Once again, we apologize for the inconvenience caused and appreciate the opportunity to address and resolve this matter.
  Thank you for your understanding.
  
  Sincerely,
  
  Superior Sleep Experience Customer Support

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased bed January 6, 2024. We picked it up January 7, 2024 after the Montgomery County Home Show ended. We were told by **** ******** we had a 90 day return policy. He NEVER mentioned that the bed we purchased had zero day return policy. I reached out to him on January 14, 2024 wanting to return the bed. The company was set up for two weekends in a row and I offered to drive it back to the home show so they could load it back on their freight truck with their display equipment. He said he couldn't do that. He again stated we had a 90 day in home trial. To me that means if I'm not happy after 90 days then I can return and get my money back. When the company got involved they said I had no return policy whatsoever and I could do a mattress swap only. So I tried to stop payment through ***** *****. They called me last week and said they tried everything and Superior Sleep Experience would not budge on their zero return policy. They would only agree to the 90 day mattress swap. Guess what? It has been longer than 90 days. I have text messages. I tried to warn other potential buyers on their ******** posts and they have blocked me.

  

  Business Response

  Date: 04/09/2024

  Thank you for sharing your experience, although we're disappointed to hear about your dissatisfaction.
  
  We understand the frustration that can arise from a miscommunication, and we apologize if there was any confusion regarding our policies. It's important to clarify that, as stated in the signed agreement, purchases of floor models are considered final and are non-returnable and non-refundable. This information is provided upfront to ensure transparency and clarity for all customers.
  
  We empathize with your desire for a refund, but our policies are in place to maintain consistency and fairness for all customers. While we're unable to facilitate a return for your floor model purchase, we're more than willing to explore other options within the scope of our policies, such as a comfort exchange for a mattress of a different firmness level.
  
  We appreciate your understanding and hope to find a resolution that meets your needs within the parameters of our policies.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: ********
  
  I am rejecting this response because this terrible policy is not to maintain fairness to all customers.  It is to maintain 0% accountability held against the vendor of the product.  Your company has no return policy.  You might as well brag that you have a 100% customer satisfaction rating because no one has ever returned your product.  The truth is you will not allow anyone to return your product.  Your motto should be "We made a sale. We got paid. We're not even sorry because we have your hard earned money and you'll never see it again. Don't complain about us on the internet or we will sensor your comments by having you blocked.   We can't risk you influencing anyone prior to us tricking them into buying a non-returnable product for thousands of dollars."

  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/10/2024

  Thank you for your response. We understand your frustration, but we must reiterate that our policies are in place to ensure consistency and transparency for all customers. As stated in the signed agreement you entered into at the time of purchase, floor models are considered final sales, and refunds are not permitted.
  

  While we empathize with your desire for a refund, we must adhere to the terms of our policies. It's important to note that our policies are communicated upfront to all customers to avoid any misunderstandings.
  We regret any inconvenience this may have caused you, but we cannot accommodate a return outside of our policy guidelines. If you have any further questions or concerns, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 67 yo 100% disabled vet. Went with friends to Alamo Dome Feb 25. They bought a superior sleep mattress. THEIR mattress was DELIVERED, SET UP AND EXTRA GARBAGE REMOVED ON 26 Feb. I also bought bed same day. Mine to be delivered in 4-6 weeks, appointment to be set up for delivery and I was told all I had to do was set up bed and given an instruction sheet. March 11 my grand says a bed is being delivered out front. I go and it's my bed on a pallet. The delivery guy says they are leaving it on the driveway and WILL NOT bring it in house. He leaves. I call the company (The Lees), "so sorry, not supposed to happen like that" (lies- says on the delivery sheet "can deliver with customer not home". Company also calls and reiterates the "not supposed to happen". Bed is super heavy. Could not shift it between my SIL, daughter and myself. I had to go buy lifting straps and a heavy furniture dolly mover ($106.24) and arrange for a paid helper ($300). Got it inside after much struggle. Set bed up and was left with all the boxes from the bed (3), all the extra plastic material and the huge pallet. I had to arrange for J* **** ******** to pick up garbage ($389.70). Company emailed said "sorry we are only paying $106.24". I expected the same level service my friends received. They are guilty of lying. Expected an appointment set up, bed delivered into house and all their extra bed material removed. NONE OF THAT HAPPENED. My friends - *** and ***** ******, New Braunfels. I have all copies of receipts, invoices and emails.

  Customer Answer

  Date: 03/22/2024

  Hi.  Tried to email your resolution department * ******   Email kept failing to go through.  I did, however leave a voice mail.   Superior Sleep reached out to me and rectified my complaint.  So please close my complaint.  Thanks so much for being an agency that helps the consumer when it feels like you can get no help from anyone!   Thanks again.  ****** *****

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mattresses are horrible. We were told when we purchased the bed that there was a 90 day comfort guarantee. We were never told that guarantee was only on the mattresses and that we'd be responsible for the return shipping. There was nothing in the display or in the hour long conversation with the salesman that there wasn't any kind of a return policy. The massager option is very loud and clunky sounding, far from relaxing The bed is very noisy when you try to make any changes to the head or foot elevation. The mattresses do not stay together to be king size, there's always a canyon between them. The bases do not stay together to make the king size.The salesman told us to get ratchet straps to hold them together when I called him when the bed arrived. He said that there wasn't anything provided by the company for that problem. We have not been able to find an app to be able to control the bed, like we were told there would be. The usb plugs on the side of the bed have already stopped working.

  

  Business Response

  Date: 12/11/2023

  Dear **** *** ***** ********
  
  I trust this message finds you well. We appreciate you bringing your concerns to our attention and providing us with valuable feedback. We understand that your experience with our product has not met your expectations, and we sincerely apologize for any inconvenience this has caused.
  
  Firstly, regarding the issue with the mattresses and the 90-day Comfort Guarantee, we acknowledge the importance of clear communication. We apologize for any misunderstanding and would like to clarify that our Comfort Guarantee is indeed for mattresses only. However, we are committed to ensuring your satisfaction and are willing to assist you within the terms of this guarantee.
  
  To address the concerns you raised:
  
  Massager Noise/USB Port Function/Bed Adjustment Noise: We apologize for the inconvenience caused by the noise from the massager. This is certainly not the experience we intend for our customers. We recommend contacting our warranty department at ************** to file a claim for any potential warranty-related issues.
  
  Mattress Separation and Bases: We are sending you side brackets to address the separation between the mattresses. Regarding the bases, using ratchet straps or zip ties is a practical solution for maintaining stability in split beds, and we appreciate your understanding of this unique feature.
  
  App for Bed Control:  We apologize for any confusion regarding the availability of an app for bed control. To access convenient bed controls, we recommend downloading the "Symphony Sleep" app from the App Store or Google Play Store, depending on your device's brand. Simply search for "Symphony Sleep," download the app, and follow the provided steps for easy pairing with your bed. We appreciate your understanding, and we hope this adds to your overall sleep experience.
  
  If you choose to utilize the Comfort Guarantee, we are more than willing to assist you with an exchange within the specified terms. Additionally, we are willing to offer a complimentary mattress topper to enhance your comfort.
  
  To request a mattress topper, or discuss the Comfort Guarantee further, please contact our customer service at 866-566-0008 or [email protected].
  
  Once again, we apologize for any inconvenience you've experienced. Your satisfaction is of utmost importance to us, and we are committed to working towards a resolution that meets your expectations.
  Thank you for your understanding and patience.
  

  

  Business Response

  Date: 01/22/2024

  I've responded to this customer's complaint on numerous occasions occasions now as well as assisted her via phone and email in my office.  I'm not able to accommodate her request for a refund.  Please assist me with closing this complaint, as we've exhausted every reasonable measure to assist this customer short of a refund, which isn't available to her, per the terms of her signed contract.  

  
  

  Customer Answer

  Date: 01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: As stated in the attached conversation snip it, the manufacturer stated that our satisfaction is of the utmost importance. But yet in order to get the plush mattress that we'd like to try not only are we responsible for the return shipping of the unusable mattress but we must also give them a $500 deposit in order to get the exchange to happen. None of this information was mentioned. Nor was it included on the photo copy of only a part of the sales agreement that the salesman used for us to place our order. 
  If you're not willing to provide a full refund that's fine. But I'd like to see if we can reach some kind of a compromise. Your product and the service that has come with it is no where near the high cost of $7,400. If we can not come to a compromise then I would request that better business bureau get involved in the mitigation of this case. 
  

  Thank you 

  ***** *******
  
  Sincerely,
  
  Carie Johnson

• Initial Complaint

  Date:04/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended the Harrisburg home and garden show in Harrisburg Pennsylvania. We went to the stand at superior sleep had for their beds. We agreed on a bed and they told us it would be 2 to 4 weeks for delivery. That was on March 5, 2023. We have not heard anything from them. I have reached out numerous times via email, telephone, text. Somebody by the name of “******* “ did text me back and said that it would be delivered within a week. It has been two weeks since that date. I notified them today that we are canceling this order, and I notified the credit card company who we were going to finance through and cancel the card.

  

  Business Response

  Date: 04/19/2023

  Dear *** *********
  We are sorry to hear about the inconvenience you experienced with the order you placed at the Harrisburg home and garden show. We value our customers and take their concerns seriously. However, we would like to clarify some aspects of your complaint.  We acknowledge that we agreed on a delivery time frame of 2 to 4 weeks for your order. Unfortunately, due to unforeseen circumstances, we were unable to fulfill that delivery commitment. We understand that this delay caused you inconvenience and frustration, and we apologize for that. We are also sorry for the difficulty you faced in getting in touch with our team. As a small business, we strive to provide the best customer service possible, but it appears that we fell short in your case. We take full responsibility for any miscommunication or lack of communication that occurred during this process.
  We are disappointed that you have chosen to cancel your order and would like to offer our sincere apologies for the inconvenience caused. However, we respect your decision and will ensure that the order is canceled and your credit card refunded promptly.
  In closing, we would like to express our regret once again for the inconvenience caused and assure you that we will take steps to ensure that such situations do not occur in the future. If you have any further concerns or questions, please do not hesitate to reach out to us.

  Customer Answer

  Date: 04/19/2023

  [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 is satisfactory to me.
  Regards,
  *** ********

• Initial Complaint

  Date:04/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a bed to be delivered in 3 to 4 weeks from this company. it’s been almost 2 months and my bed has not been delivered. they cashed my ck. communication from superior sleep is very difficult. they won’t answer the phone. please help get my money back or get my bed. it was over 6,000$. thanks

  

  Business Response

  Date: 04/19/2023

  Dear *** ******
  We apologize for the delay in delivering your order, and we understand your frustration. We take all complaints seriously and would like to assure you that we are doing everything we can to resolve this issue.
  Upon investigation, we have found that the shipment was delayed due to unforeseen circumstances beyond our control. However, we have been in constant communication with the shipping company to expedite the delivery process and ensure that your order reaches you as soon as possible.
  We understand that you have been waiting for your order and we apologize for any inconvenience this may have caused. We assure you that we are taking all necessary steps to ensure that your order is delivered promptly.
  Our customer service team is available to assist with any questions or concerns that you may have. We are committed to providing the best possible customer service and will do everything we can to ensure that you are satisfied with your purchase.
  We would like to offer our sincere apologies for any inconvenience you have experienced and assure you that we will do everything in our power to make things right.
  Thank you for your attention to this matter, and please do not hesitate to contact us if you have any further questions or concerns.

  Customer Answer

  Date: 04/19/2023

  [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 is satisfactory to me.
  Regards,
  **** *****

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my wife bought the adjustable base and mattress at a show room, our sales person was someone named ***. We liked How it felt and everything so we bought it. The salesperson also promised us we would get sheets and pillows for free. The sheets came up in my wife’s receipt (since we split the purchase price) but when I put my money down I didn’t even get a receipt to begin with. I found that fishy. So we get our bed after a week or two, and the mattress did not feel anything like it did like it did in the show room. The salesperson told us what bed we have at the moment before we purchased it and we said a box spring mattress, immediately he went on saying the mattress does not have springs in it and that it’s made out of some gel material. The mattress is nothing more than springs and a couple foam pieces. Furthermore, we try to get in contact with *** about the sheets and pillows and he does not respond whatsoever and still hasn’t responded up to this day. I tried getting in contact with that text message support system and I did but it led to nowhere. He/she just told me what’s the name on the receipt and never texted back. I am frustrated because I was lied to and because I want a full refund for me and my wife but it seems impossible with all the other people on here trying to get a refund as well. This type of service is unacceptable, me and my wife work hard for our money and to just get scammed is frustrating.

  

  Business Response

  Date: 09/19/2022

  Hello,

   

  I spoke with ******* this morning and explained to him that he had a 90day comfort guarantee on the mattress portion only per his receipt that he signed if he wished to do a swap. I also told him that the sheets he had ordered were on backorder and we are upgrading him to another color of sheets and he was okay with that. Pillows were not a part of his receipt as you can see but I told him that I would get the pillows out as well asap. When explaining the 90day comfort guarantee that is on his receipt he said he was okay with receiving the pillows and sheets and was not going to do an exchange at this time. 

   

  Thank you, 

  ******* *********