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:04/08/2025

  Type:Service or Repair 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 am being given a difficult time regarding a stain. I don't understand why it's so complicated to send someone out to clean it, especially since stain removal was highlighted as one of the key benefits at the time of purchase.

  Business Response

  Date: 04/10/2025

  Claim *********

  Claim results are based on a direct comparison with the 10-year limited warranty found at ****************************************************. Our warranty covers one-time incident only. Customer filed a claim in 2023 but claim was closed and denied due to no response from the customer. Another incident occurred on March 25, 2025. Customer confirmed both incidents. Due to the long-term and multiple incidents on the mattress, we were not able to offer any coverage. We did offer the customer a courtesy replacement mattress protector.

   

  Sincerely,

  ********* *. 

   

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  My issues initially started when my mattress developed 2in deep indentation. I filled a claim with Mattress Warehouse, the supplier I purchased the mattress and mattress protector from (purchased 09/02/2018), I filed the claim on 01/27/2025. Mattress Warehouse required a physical inspection. After evaluation, Mattress Warehouse instructed my to file a claim with the maker of the mattress protector on 02/20 which was Bedgear. I filed a claim with Bedgear on 02/24/2025. After explaining that I filed my claim per Mattress warehouses direction, Bedgear denied my claim for the damage to my mattress caused by their faulty protector. The stain is caused by sweat which is a bodily fluid. Per BedGear's 10 year limited warranty "This warranty will be applied to the original owner if the mattress protector, when properly applied and cared for, within ten (10) years from the date of purchase, becomes accidentally and permanently stained or damaged from: FOOD OR BEVERAGE NORMALLY CONSUMED BY HUMANS HUMAN OR PET BODILY FLUIDS. After talking to the Bedgear staff they are stating that this warranty does not cover general soiling such as body oil. Sweat is a bodily fluid and they have denied my claim, which I do not understand, their policy is conflicting. They also stated that my claim is denied because I did not report the incident to them within 5 days of the stains occurrence. I initially reported by claim to the Mattress Warehouse because I purchased the mattress and protector from them as it was required for my 10 year mattress warranty to be valid. If was having an issues with my mattress why would call the mattress protector company when ****************** was the company that sold it to me. If we take to account that filed my claim on the 01/27 the day I found the depression and stain I technically filed a claim within 5 days. My mattress has been damaged due to Bedgear's product failing which caused the indentation. Bedgear claim Number *********

  Business Response

  Date: 03/11/2025

  Claim *********

  Claim results are based on a direct comparison with the 10-year limited warranty found at ****************************************************. Sweat stain or staining caused by build up of perspiration is not covered under the limited warranty since we cover only one-time accidental stains which must be reported within 5 days of the the incident to GM Warranty Services. This time-frame is crucial, as warranty coverage includes mattress cleaning, and timely reporting allows us to facilitate the necessary cleaning process effectively. Delayed reporting can impact the success of stain removal.

  Although the claim did not qualify under our limited warranty, we offered a courtesy cleaning for the mattress. We are pending customer's response to send us back the courtesy cleaning acknowledgement before we can arrange a cleaning of the mattress.

   

  Thank you,

   

  ********* *.

   

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Firstly, according to Bedgear's 10-year limited warranty,the protector is supposed to cover accidental stains caused by human bodily fluids. Sweat, being a bodily fluid, clearly falls under this category. The warranty specifically states that it applies to "HUMAN OR PET BODILY FLUIDS." Despite this, my claim was denied on the grounds that sweat is considered general soiling, which contradicts the warranty terms. Sweat should not be excluded as it is an inevitable bodily fluid, and the mattress protector should provide the promised protection against it.

  Secondly, I reported the issue to Mattress Warehouse, where I purchased both the mattress and the protector, on 01/27/2025, the same day I discovered the problem. Mattress Warehouse directed me to file a claim with Bedgear, which I did on 02/24/2025. Your claim that the incident must be reported within five days is problematic, as I followed the direction given by Mattress Warehouse, the authorized dealer from whom I bought the protector.Given that I reported the issue to the authorized dealer promptly, this should be considered within the required timeframe.
  

  Thirdly, although a mattress cleaning was offered as a courtesy, it clearly excludes replacement of the mattress or further cleaning, this proposed solution does not address the indentation caused by the stain, which is a direct result of the mattress protector's failure. The stain and resulting damage have voided my mattresss warranty, and a simple cleaning does not remedy the indentation or restore the mattress to its original condition. The protector's failure has caused irreversible damage to the mattress, and this goes beyond what a cleaning can fix.
  In light of the above points, I request that Bedgear reconsider my claim and take responsibility for the damage caused. This should include either a replacement of the damaged mattress or appropriate compensation for the irreparable harm caused by the protector's failure.
  

   Finally, I would like to highlight that I have taken all necessary steps to maintain and care for the mattress protector as per your guidelines. This stain is a one-time accident, not caused by repeated or multiple stains. Thus, my claim qualifies under the terms of your warranty.

   Thank you for your understanding and prompt attention to this matter.

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

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair 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 initially purchased two mattresses, one queen and one king, along with mattress protectors, from The Brick. When I first tried to make a warranty claim through The Brick, I was told that I had to go through Bedgear due to a stain on the bed and the mattress protector not holding up.I made a warranty claim for my queen mattress, which was never resolved. Subsequently, I had an issue with my king ******** and opened a new claim. However, the company did not believe that my initial claim was for the queen mattress.At the time, I was unable to locate my receipt, but I have since found it and emailed it to the company. This receipt confirms that my first claim was indeed for the queen mattress. Despite this proof, the company still did not honor a replacement mattress for my KING.If my initial claim had been handled correctly, I would not have had to spend additional time and effort on this issue. The product did not meet my expectations, and I am entitled to a replacement mattress.

  Business Response

  Date: 08/26/2024

  Customer filed 2 claims with GM ***************************************
  
  Claim *****-filed in 11/26/19- closed due to no response. No information was provided if filing for King or Queen.
  Claim *****-filed in 5/17/22-claim for King mattress. Was denied due to previous claim. Customer stated filing for King but was not able to provide provide proof of purchase for queen mattress. We offered courtesy cleaning. Customer accepted our offer of courtesy cleaning and signed waiver back. Mattress was cleaned  6/14/22.

  Customer called back in November of 2023. Advised of courtesy cleaning. 
  ********'s signed waiver that claim was denied but was offered as well a discount code (50% discount code for ***********) but claim remains denied.

   

  Thank you,

  GM Warranty Services

   

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I disagree with the response and believe I should receive a refund for my mattress. My issue isnt just about the stain; its about the mattress not holding up as it should. The Brick should honor a replacement mattress, but because theres a stain, they refuse to do so, citing the warranty. The mattress protector warranty should still cover the replacement, and if my claim had been trusted from the start, I would have been entitled to a new mattress. I dont agree with the resolution offered, especially since I cant try out the replacement mattress being offered at a 50% discount. Paying in USD isnt worthwhile given the exchange rate, and I cant even test the mattress in-store to see if its a good fit. 

   

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

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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.

  On June 26, 2015, we purchased a Bedgear DRI-TEC 5.0 performance mattress protector for our Tempur-Pedic Cloud Supreme mattress at a cost of $169.99. This product came with a 10-year warranty. On June 23, 2024, the mattress protector was stained by human bodily fluids, prompting us to contact GM Warranty Services, the company that handles warranty claims for Bedgear mattress covers. GM Warranty Services denied our warranty claim (#*********) on the grounds that "The warranty offers coverage only for stains or damages for mattress protectors that are fully intact and show no signs of damage." However, this reason for denial is not listed in their warranty coverage terms.We have always cared for the mattress cover according to the provided directions and are dissatisfied with the denial of our claim, as the mattress protector failed to perform as promised. Although GM Warranty Services offered a replacement for the mattress cover, this does not address the issue of the staining that the protector failed to prevent. When we expressed our dissatisfaction with their proposed solution, they offered a courtesy cleaning. However, they stated that the cleaning would only be provided if a local technician was available, and they would not replace the mattress if the cleaning was unsuccessful. Additionally, they voided the remainder of our warranty coverage upon sending the replacement mattress cover.Given that the company did not honor their warranty terms and terminated our warranty coverage prematurely, we are requesting a full refund for the mattress protector.

  Business Response

  Date: 07/31/2024

  Claim *********

  We have reached out to the customer and offered a resolution for the mattress protector warranty claim. 

   

  Thank you,

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

  Customer Answer

  Date: 08/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/17/2024

  Type:Order 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 ordered sheets, covers, and pillows from Badger. Was advised a claim would be filed with ***** over the matter and updated after receipt of the package which the box collapsed due to poor packaging and shipping. ****** advised to wash and then update with photos and advised I could provide photos but the pillow case wouldn't show easily the impact of washing which never should have been needed had they sealed the box to keep bugs out. The only offer was a 30% discount off a future order which would be fine if this order issue addressed but asking the customer to pay for another product due to poor packaging and now a unwillingness to update on the ***** claim which sounds like the company is getting the claim paid for but the customer is unable to get resolution (refund or new product sent) is poor service and also unacceptable given the price. Requesting someone higher within Bedgear take ownership and would welcome the conversation.

  Business Response

  Date: 07/24/2024

  Case *********

  Our customer service team have reached out to the customer to verify if products were damaged from shipping and customer confirmed no. Customer was initially asked if they have taken images but customer stated they have thrown the boxes away and have washed the products. Customer was advised to send photos if they see any damages. Customer was offered 30% discount code but was advised we cannot offer a refund if there's no damages.

   

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

   

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I advised the pillows were dirty and was a result of the damage from poorly packaging them where the box would be broken quickly.  I confirmed with/ photos from ***** it was visible the box was indeed destroyed and was instructed to wash the pillows which I did.  I was also advised to send pics which they never provided an email.  And the pillows after washing were not the same and best described as "lumpy" which is not what any of my other pillows have been and these weren't prior to washing either.  

  Long story short, it's disappointing Bedgear things when a sale is running that buying these at 60% off and offering me the option to buy more from them at 30% off when the damaged product is not what I paid for in the first place is good business practice.  Why would someone spend more money with a business when the current issue remains unaddressed and potentially have a repeat issue?  Recounting of the facts by the company isn't accurate which aligns with my experiences to date including the manager who was dismissive from this company when we last spoke.  Seems the best resolution is not buying this brand anymore and posting reviews elsewhere to help others learn from my experiences.  Pretty bad service by any standard honestly.  

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

  Business Response

  Date: 07/25/2024

  We have reached out to the customer and advised to send images for the pillows. Pending response from the customer.

   

  Thank you,

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

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I didnt find any email in my inbox as cited.   The manufacturer also has done next to nothing in showing resolution    Ive purchased other items for our needs and am happy with them.   I will not be buying from this company ever again as the service is poor, the willingness to resolve without the customer having to spend money is shameful   Nor does bedgear convey themselves as a business interested in shipping things properly or having the shipper held accountable.   The experience is bad top to bottom and made a simple request as they could have just shipped new pillows.   Its fine, ****** learned   Some companies prefer word of mouth advertising and thats what they will get from our household.  Avoid this company for the described reasons   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair 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 matress from Rooms to Go on 06/18/2021 and purchased a matress protection warranty. On June 3 2024, I called on the phone to file a claim. I explained that the matress had urine and blood stains from a few days ago. I was asked "how many stains". I told the rep that it was one large spot with what appear to be "about 15 little spots". The Rep then sent me an email to complete with some additional information such as as purchase date, address etc. I returned the email with the information requested. Within a couple hours, I received an email stating that "Thank you for your response. We do not handle the extended warranty for Rooms To Go purchases made before December of 2020. Please reach out to Rooms To Go regarding your warranty claim.". I responded by letting them know that the purchase was AFTER 2020. I clearly provided them with the 06/18/21 date on the initial email.A couple days later, I received an email stating that the claim was denied due to: The warranty offers coverage only for stains or damages reported to ************ or ************************** within 5 days of the incident causing the stain or damage to occur. The warranty excludes coverage for: "...repeated or multiple stains or multiple locations of stains." The warranty excludes coverage for: "...any Long term stains..."They didn't even bother to ask me to send pictures or send someone to examine the damage. It seems like this company's intent was to deny the claim from the start, beginning with their initial email that the purchase date was prior to 2020. The then proceeded to find some other excuse to deny the claim with no further explanation or additional details from me. This company's practice appears to be deceptive. Their product failed and they're looking for excused to not honor the claim. The claim number is *********

  Business Response

  Date: 06/06/2024

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  In regards to our customer's situation, we have reviewed their account in its entirety. Rooms To Go offers a 1-year warranty against manufacturer's defects. Theirs expired as of 6.19.22. Bedding has a longer limited warranty our company will honor. Neither covers stain issues.Unfortunately, stains are considered consequential not a defect.
  
  Please understand the consumer is responsible for the general maintenance of their product. If the set is not maintained it voids the purpose of the warranty. Stains would be under BedGears purview to review.These mattress protectors are serviced by GM Warranty services. The customer would need to contact them directly should they wish to dispute their claim denial.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you for your understanding.
  
  ********************
  Presidential Assistant

  Customer Answer

  Date: 06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  my complaint is not with Rooms to go. The warranty fo4 matress protection was purchased from GM warranty Services via Rooms to Go. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2024

  Claim *********

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

  Date filed: 6/3/24

  Claim results are based on a direct comparison with the 10-year limited warranty found at **************************. Although warranty is provided with our products, some of our retailer partners handles warranty in-house and Rooms To Go handles warranty for purchases prior to December of 2020. Part of our review process is to request email confirmation from our customers regarding their claim information. Customer confirmed on 6/4/24 by email information below :

  Store address? *************************************************
  Date of purchase: June 18, 2020

  3.           Incident Information
  What substance spilled onto your mattress? Human urine/some blood stains too
  Incident Date for urine stains? from couple months ago
  Incident Date for blood stains? 
  If there are stains on your mattress, how many? multiple stains/15+

  Although the customer did correct purchase date to 6/18/21, the claim was denied based on our warranty policy and coverage. The warranty only covers incident reported within 5 days of the incident and excludes coverage for multiple stains. We can only approve claims that are within what our warranty covers. 

   

  Thank you,

  GM WARRANTY SERVICES

   

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did not properly verify the nature of the claim by requesting pictures or any other attempt. They simply denied the claim based on a perceived technicality on how many stains are on the mattress and when the incident occurred. The point remains that their product failed 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair 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 purchased a new mattress from rooms to go for our son here last Ausust 2022. We were very instant that we needed a water proof mattress cover for our son since he was potty training, we were told by the sales woman that we needed a mattress cover anyways for the warranty to be valid. The Warranty is with Bedgear Gm Warranty services...Fast forward to that past few months and our son has had a few accidents. The mattress cover is not water proof by any means... and has soaked thru to his almost $1000.00 mattress!!!! The mattress stinks, rooms to go said we have to contact the warranty company for the mattress cover. We contacted Bedgear, first person says no problem, send us all the information, then they deny our claim.. stating that we needed to contact them in 5 days, something we were never told by rooms to go. They also claim, that it doesn't cover repeated stains by humans... well what else would make stains on a mattress???? A cow? humans are what sleep in beds... This is absurd, we were told this bed cover was water proof, which it is not and if it failed we would be covered by a warranty. Now we have a mattress that's a little over a year old, something we spent a lot of money on and now needs to be replaced. Were very unhappy, I'm pretty certain this is an issue with this company and were not the only ones going thru this.

  Business Response

  Date: 01/02/2024

  Claim *********

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

   

  Warranty is provided with the mattress protectors and claim results are based on our warranty policy found at **************************. The warranty only covers one-time incident and must be reported within 5 days. Claim was denied due to failure to report the incident within 5 days and there were multiple incidents. We have offered a courtesy replacement mattress protector pending customer's response.

   

  Thank you,

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

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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 bought one of these dri tec sheet sets from the brick in may of 2023. they claim to have a 365 satisfaction guarantee. however my sheet set has started to fall a part after only a few months of use. i sent them pictures and the invoice. the first person i spoke to from bedgear ********** said oh no problem we should replace that under warranty. they told forwarded my request to GM warranty who asked for more pictures witch i provided them ASAP. then they denied my claim.after another call they said we won't honour the warranty unless u ship it in at your cost.what kind of satisfaction guarantee won't cover the sheets under normal use and then wants me to spend my money shipping the sheets in at my cost.plus what am i suppose to sleep on well i'm waiting around for the shipping and for them to inspect the sheets.

  Business Response

  Date: 11/21/2023

  Claim *********

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

  BEDGEAR sheets are covered with a one-year limited warranty for manufacturing defects. We have requested photos of the damage on sheets from ********************** as part of our review process and it shows runs on sheets. The claim was denied since the warranty excludes coverage for runs on sheets. ********************** called after regarding his denied claim. A return was requested for quality inspection. Our ************************************************************************************ order to get the benefit of this limited warranty. 

   

  Thank you,

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

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Why should i have to spend my money shipping in your failed product. what kind of sheets fail after only a few months my last set of sheets lasted 7 years before they needed to be replaced. plus if i ship them in what am i going to sleep on for the weeks/months it  takes to get there and be checked.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/22/2023

  A return of the defective product is required by our warranty if you are filing under the one-year limited warranty. If found defective, we are happy to provide a replacement of your sheet set once we receive the defective sheets. Shipping time is **** business days. 

   

  Thank you,

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

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  ok and how am i suppose to sleep well this return is taking place its going to take weeks for it to get there and time for processing and if u still reject the claim then i have nothing. on top of that i have to spend my money shipping the item in that is not good customer service in anyway shape or form.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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 mattress protector from ***************** on 8/30/22. The mattress protector claims to be waterproof & the company says they will replace your mattress if it doesn't. The bed protector leaked through & dog Urine ruined my mattress. I submitted a claim with GM. initially they were super responsive & prompt to reply to emails asking for more photos, more receipt, more photos of the bed, the mattress cover etc. Once I fully supplied everything they asked for they no longer responded to my emails. They have not contacted me or replied since 6/28/23. Your help to resolve this matter would be greatly appreciated.

  Business Response

  Date: 07/19/2023

  Claim *********

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

   

  We have offered a resolution to the customer after our second review. Customer purchased a ********************** mattress protector by itself and warranty is limited to one-year from purchase date. The limited warranty provides a replacement protector for a qualified claim. Although the claim did not qualify for a mattress cleaning, we have offered a courtesy cleaning to the customer as well as a replacement mattress protector.

   

  Thank you,

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

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising 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 king size purple mattress on 12/26/2021 with a " mattress protector" that should protect the mattress from stains. I called in to Bedgear for warranty or to resolve the issues with stain reported. I received an email back that it was denied due to incident not being within 5 days. Though I reported it happened on Monday which is almost 4 days ago. There are other 3 stains which I am not sure what days those happened. Had I known that this cover would not protect my mattress I would not have purchased.

  Business Response

  Date: 07/17/2023

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

  Claim was denied based on our Ten-Yar warranty guidelines for the mattress protector. Warranty only covers stain reported within 5 days of the incident. Customer filed claim 7/13/23 and stated incident within the week but also mentioned previous incident and this was confirmed via email as well.  Although warranty is provided, warranty excludes coverage for multiple incidents or multiple stains.

  Sincerely,

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

   

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  What kind of warranty is this? I was not made aware that it had to be reported within 5 days nor was I provided written warranty information at the time of purchase. This cover that is supposed to protect the mattress is worthless provides NO protection at all. The fact that I reported this last stain at 4 days does not cover either? 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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