Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a mattress several years back which has a warranty. I have been experiencing problems with it sinking and causing chronic back and neck pain. I contacted the company last year which I have the email since they would not response after numerous phone calls. I gave up trying to reach them. It was impossible. End of last year until now I am suffering greatly. Called at least 30 times in 2 days ,( I have phone contacts saved on my phone) if needed and all I get is a robot making it impossible to get a live person. constantly repeating my name and either hanging up on me or transferring me to a so called operator claiming over an over again that no one can take my call and hanging up. I misplaced my receipt because so long ago but still searching. I wasn't asking for money back but a replacement. It is not normal wear and tear. The mattress has been defective for quite some time. The photos I sent as well to the company. I slide off the edges of the mattress especially when I get up at night from bed to use the bathroom causing me to fall. The other photos are the measurements that they requested. I would not recommend this product or company to anyone . Poor, Poor. Poor customer service. ! I dont know how they stay in business. I am 71 years of age and they want me to do all these outrageous things to send them. most company's will come out to you and dot their own measurement, I also sent a photo of the foundation bought. It was approved before I purchased the mattress from the bear company reassuring me that it met the requirements and specs for their mattress. I did everything they asked. Now I am having a hassle.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent out a warranty claim on 2/28/2023 and as of 3/29/2023 no response was received. I can only assume they do not provide any meaningful warranty coverage since they seem to ignore my emails.- I purchased the mattress on 6/14/2019 - I paid ****** USD for the ************************************ are small damages all over the mattress from the seams gradually breaking open over the past few years - No response from the company for a month - Order #*****

  Business response

  03/31/2023

  We do apologize for any delayed response from the claims department. Our warranty is for manufacturing defects. A mattress will get wear and tear on it over the years. In looking at your photos and information, we do not see this as a qualified claim. We highly recommend using a mattress encasements and protector to help extend the life of your mattress.  

   

   

  Customer response

  04/02/2023

  
  Complaint: 19870680
  
  I am rejecting this response because:
  
  I had shown manufacturing defects on the sides of the mattress, and the mattress wore down unusually fast so that must also be due to a manufacturing defect.
  
  
  
  Regards,
  
  ***************************

  Business response

  04/03/2023

  We will have the claims department review your claim again. Thank you. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for my Order #******. I originally purchased a mattress from this company in December that was lost in transit and never arrived so I was re shipped a new mattress that was taking a while to arrive. It was being shipped to a fed ex holding center. Because it was taking so long, I concluded I didnt even want the mattress and once it was delivered Id return it but a rep emailed me telling me I couldnt return it because a lot of customers commit fraud that way. So now youre associating me with other customers and wont let me return my mattress I spent my money on? Then I went to pick up the mattress today from fed ex and was told the mattress wasnt there. I called customer service and the ********************** and bundle was delivered to TWO DIFFERENT STATES. I called in and reported this and was told Id get a call back. Then I just got an email saying it seems like Im committing fraud because I said I received the mattress, then said I didnt. What the f*** I never said I received the mattress #1! I said I wanted to return my unopened never used mattress because my idea was to have Fed Ex just ship the package back to the company until I was told no. I had no intentions at this point of wanting to get a mattress from this s*** company. Then today when I called saying the mattress was never even delivered to the correct place which shows on the tracking by the way!! I was told it seems Im committing fraud. These are HUGE accusations to accuse someone of! I would never recommend anyone to buy from this company unless you want to be accused of fraud and never get your items!! ??????? It it is the most disrespectful and disgusting thing to accuse someone of fraud just because they misunderstood my emails to them. Youre keeping my money on an undelivered item but Im the one doing miscellaneous things? No this company is a scam!!

  Business response

  02/02/2023

  We do have internal procedures to help prevent fraud. We take all fraud seriously. In this case, this customer (who's name on the shipping and billing address is different from the one filing this compliant), had this same exact issue with another product they purchased from us 2021 - said it wasn't delivered and tried to get a refund - we did not issue a refund then. We are surprised that they would then buy a mattress from us after that first experience, but they did and the same exact story - said it wasn't delivered and trying to get a refund.

  When ***** says it was delivered and the customer says it wasn't, that creates issues that require a good deal of internal investigation to make a decision on how to proceed which is why we highly encourage all customers to select "Signature Required" on all mattress orders in order to help prevent delivery issues.

   

   

• Initial Complaint

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The shipment tracking tool showed that my mattress was delivered to my new apartment. But instead of it being the mattress, it was pillows. The tracking numbers somehow got swapped between the two products. Mattress hasnt even shipped yet.I specifically waited for the mattress to arrive, as I have no other furniture in the apartment yet.Ended up sleeping on the floor...Customer service has been mostly patronizing, without any indication that this is a priority for them. Nor are they communicating about how this will be resolved.I am now facing a situation where I moved and am without a mattress for at least another week (probably longer).I was offered a $50 credit and no update on when I will be receiving a mattress....un-"Bear"-able

  Business response

  01/03/2023

  Our mattresses ship in **** business days from the time the order is place and this is stated on our website and FAQ. The customers mattress was shipped on the 7th business day after he placed his order which is within our stated time frame. We can not expedite orders or offer express shipping. Pillows ship separately.

  Unfortunately, there was a computer error in delivering the proper tracking number with the proper product which we apologized about and provided a $100 refund for inconvenience, but the mattress would not have arrived any sooner than when it did regardless of the computer error. 

  Customer response

  01/04/2023

  
  Complaint: 18630233
  
  I am rejecting this response because:

  During the entire process the business chose to ignore how their error impacted me, and continually pointed to the fact that they delivered the mattress within the timeframe that is outlined in their shipping policy (congrats?)

  When in reality, my issue was that the technical error on their end provided me incorrect shipping information for the mattress, upon which I based my move on. I ended up wasting an entire night looking for the mattress (which said it was delivered), cancelling plans for a guest to visit the following night, and ended up purchasing and sleeping on an air mattress for a week.

  Had I known the mattress was not coming for another week, I would have pushed my move off until It arrived...but they really cant seem to understand that it was the delivery of incorrect information that mis-informed my planning that is the issue. Not the inability of their operation to expedite orders.

  Yes, they provided me with $100 refund... only after multiple back and forth, and even then it was more to just shut me up than to actually show ownership of the issue on their side.

  Sure... Ill take the $100, but it hardly makes up for the inconvenience incurred (and barely covers the cost of the air mattress I had to purchase). And would have preferred to have my order expedited had it been possible... which they are adamant in repeating is not.

  Mattress is fine as a product... but **** was this customer support experience triggering during an already heightened state of moving....

  
  
  Regards,
  
  ***************************

• Initial Complaint

  06/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a mattress from Bear a week ago, based on "reviews" on several mattress websites. When i came to find out that those reviews, are actually paid product marketing, i attempted to cancel my order. In addition, many of the positive reviews that have been placed on sites such as ******* have been placed by Bear's own employees. Also, I tried to obtain evidence/research studies that Bear has obtained to support the scientific claims that they make about their mattresses, but apparently none exist.I contacted the company yesterday, and I spoke with an employee named ******, that he was able to cancel my order. Last night, I received an email stating the mattress was shipped and would be delivered on Sunday.At this point, I was told by another employee ,****, that my order was not "canceled, " but the mattress was rerouted to Bear's warehouse in **********. Keep in mind that ***** still reports the mattress as to be delivered to me on Sunday.I have asked for my refund several times now, but am told the company will not return the money I already paid them. **** stated that, when and if, Fed Ex return the order to them, they will look into it.

  Business response

  06/27/2022

  Hi -

   

  I am sorry you had a poor experience.

  1. Your order was cancelled and you received a refund. We do ask orders to be cancelled within 24 hours (you cancelled multiple days later) to prevent the mattress from shipping and having to try and redirect the mattress during shipping. What we don't want to do is issue a full refund and you still get the mattress (which can happen). Once we confirmed that ***** had updated the address correction to send the mattress to us, we were able to issue a FULL REFUND the same day.

  2. As for advertising, we work with a lot of content and affiliate partners (as do almost all product companies including most mattress companies). Content/affiliate marketing is very common, but we have no control over the editorial. We work hard to make quality products that our content partners can support. As for reviews, we encourage all product owners to provide their feedback - it helps us improve. 

  3. As for Celliant, there have been many studies on the efficacy of Celliant. I encourage you to check out www.celliant.com to learn more. There is also information on our website. 

  Again, we do apologize about your experience and happy to let you know that you have been refunded in full.

  Best,

  Bear Mattress Customer Team

  Customer response

  06/28/2022

  
  Complaint: 17483442
  
  I am rejecting this response because:   I have yet to receive a refund, despite what the company has proclaimed.

  Now they are trying to Gaslight me as well!

  Nothing has been resolved.

  
  
  Regards,
  
  *******************

  Business response

  07/05/2022

  Please note, we did issue a refund to this customer yesterday - I know he is saying he didn't get it, but it takes 2-3 days for the credit card processor to actually put it back on his credit card. You can see it is leaving us on Wednesday, June 29 - so before needing to respond again, it might be good to follow-** in a day or two with him.

  
  

  

*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. ↩