Complaints

This profile includes complaints for Charles P. Rogers Beds's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charles P. Rogers Beds

  26 W 17th St New York, NY 10011-5710

  
• 

  Charles P. Rogers Beds

  213 E 59th St New York, NY 10022-1413

  
• 

  Charles P. Rogers Beds

  300 Route 17 North 26 West 17th Street East Rutherford, NJ 07073

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:10/04/2024

  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.

  Hello, we purchase a Lifetime Charles P. Rogers mattress in late January. We were told it was being made. We get the mattress and it's post dated from October. We were unable to sleep on it for 3 weeks as we had ordered a new bed and sheets to match the delivery time of 5-6 weeks. It was laid out in our dining room As soon as we could lay on it on our bed we could tell we were rolling off the edges. We called for support and were told work on the foundation. We hired handyman, we reinforced the new beds legs with steal legs...everything we could think of. The mattress continued to hurt us(mind you this is a 25- 30 year mattress). We kept calling for help and they kept saying continue to sleep on it. The last time we called, ******, was horrible and stated it was because we had the boxsprings the wrong side up (that was only after the 12th time taking this extremely heavy mattress apart did I accidentally read the directions wrong which would've only been the wrong side up for 2 days). The label on the mattress itself states "it does not even require a boxspring"...****** stated bc of my latest error it voids all warranty. Despite the fact he cannot prove nor disprove the truth I was stating. Also, on a recorded line, ******* stated "there is nothing you can do to hurt a Lifetime mattress". We are out 4k and this mattress feel horrendous and the photos speak for themselves. The middle poofs up, the edges roll in, we roll off the sides. They won't honor their warranty and request more money stating "its a comfort issue"...it is NOT a comfort issue it is a defect with the base of the mattress...not the cassetts. Look at all the puckering in how it is sewn. We believe this mattress stayed rolled up since October and mailed to us in January. We want a replacement and for this old one to be removed.

  Business Response

  Date: 10/22/2024

  We appreciate your feedback regarding your recent mattress purchase. However, we must address some critical points about the situation.
  From the outset, Charles P. Rogers has made every effort to assist you, even as it became clear that the challenges stemmed from improper installation. The foundations were positioned upside down, which resulted in inadequate support for the mattress. This misstep significantly affected the products performance and is a direct result of setup choices made during installation, which did not include professional assistancea service we do offer to ensure proper setup.
  It is concerning that youve opted to post disparaging comments about our staff while weve simply adhered to the same policies that apply to all customers. We cannot accept false claims or attempts to bypass established procedures, as doing so would not be fair to our entire customer base. Despite your efforts to redirect responsibility for the installation error, we have been clear about the need for correct support for the mattress to function properly.
  While we are willing to work with you to find a resolution, it must be understood that any replacement or additional service will require you to accept accountability for the improper setup and cover the associated costs. This approach is in line with our commitment to fairness for all customers.
  We remain available to discuss this matter further if you are open to a collaborative solution that includes acknowledgment of the role installation played in this situation.

  Customer Answer

  Date: 10/25/2024

  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 take full accountability for the last time I installed the boxsprings upside down. My statement is the truth and the upside down boxsprings had only been that way after the 12th time I took apart the mattress to trouble shoot it and was ******* as it was late and my Husband needed a bed to sleep on that night. At that time, I misread the instructions and flipped them I acknowledge my error in an email with ****** the following day or two. And I corrected it instantly when I sent ****** more pictures. I recounted all my steps, with my husband, after we last spoke to ****** and we took the mattress apart yet again. I can recall pulling the instructions out of the box the boxsprings came in day 1 and know for a fact I followed all instructions property in the intial install as I am a very Type A person who always protections ever last high end purchase I make. After we last spoke and pulled the boxsprings up again and looked at how they fold when positioned correctly ,as instructed, it confirmed that I indeed had them on correctly the entire time minus the last flip which I do own full heartedly as my own error but that was extremely short lived and in no way could have caused this mattress to curl up about an inch or more on every last corner. It also could not have caused the tufting buttons to be sewn tighter randomly on different parts of the mattress and to pucker (which I have been recently looking at and questioning if this is contributing to the issue with the uneven surface areas).  This is not a comfort issue, as ****** states, as I do not find the cassettes to be defective, nor the top cover, nor the boxsprings but the actual mattress base itself is what I am stating I believed to be defective. ******, stated had the boxsprings been flipped, that the mattress would recover in approximately 6 weeks time. The mattress has not recovered nor can I sleep on it without pain so I don't sleep on it at all. If I were trying to be dishonest I would not have been communicating for months trying to troubleshoot. If you had believed my boxsprings were installed improperly then that could have been addressed months ago in my approximately hour long conversation with ****** that I can guarantee, at that time had he asked for pictures of the boxspring position that he would have received the pictures as proof they were on correctly but I was never asked for those pictures at the time of troubleshooting. 
  Side Note: I do find we fit into the category of a 1-1.5 inch mattress discrepancy per warranty requirements on this Lifetime mattress and we are calling upon Charles P. To send us a mattress base that does not curl up on the corners, buldge in the middle, and roll on either side. Again, our last mattress, bought years ago, is perfect to this day and we have never had a single complaint on it. I have also read other BBB complaints that also state they have a buldge in the middle. 
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ******* '****' ********
  
  

   

   

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

  
  Sincerely,
  
  ******* '****' ********
  
  
  
  
   
  

  Business Response

  Date: 11/05/2024

  Dear BBB,

   

  We addressed the complaint in our original response. Unfortunately, the documentation submitted by the customer supports the reality that the foundations were incorrectly installed for quite some time. The contradictions in the customer's statements to the ******************** and her recorded calls and submissions with Charles P. Rogers in this case further support our position that this customer has shown a willingness to use any means necessary to pressure us into meeting her demands. We remain committed to addressing any comfort needs she may have with her mattress, within the previously outlined policy.

   

  Thank You,

  ******

  Customer Answer

  Date: 11/06/2024

  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 

  Same story from Charles P. ******* end. Can you show proof they were flipped for the entirety of the time? Can you show proof you address this issue when we called and spoke with ****** for troubleshooting on why this mattress was so uncomfortable?

   

   

   

   

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

  
  Sincerely,
  
  ******* '****' ********
  
  
  
  
   
  

• Initial Complaint

  Date:09/10/2024

  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 the ******************* Platform Bed v9 in Tiger Mahogany with white glove delivery service for $1,299.42 on January 25, 2021. The bed has since be buckling at the bass with the wood paneling detaching and the center steel support beams having bent. I spoke with customer service regarding the issue as per their website The built in steel structural support used in our beds is guaranteed against manufacturing defects for as long as you own your Charles P. Rogers bed. Simply return it to our factory and we will repair or replace it at no charge exclusive of transportation costs. Our service department is always available to dispense advice and touch-up supplies or to arrange non-warranty repairs.When my husband spoke with the head of customer service over the phone, they claimed that moving the bed as much as 2 inches would result in the support beams bending and would be outside the warranty coverage. No where does it state that the bed cannot be moved even an inch - it seems ridiculous that a bed is this fragile. In fact the care instructions on the site only state to dust: How do I care for my wood bed?Simply dust when necessary with a dry, soft cloth. Spills can be blotted up immediately with a clean cloth or paper towel. That's it! There is no need for application of polishes or oils. Remember, it is a normal occurrence that over time air, sunlight and handling will slightly change the color and sheen of our natural wood beds. Irregularities in the wood such as grain patterns, small knots, or other characteristics are not defects, rather desirable qualities inherent to genuine hardwood construction. I am completely shocked by the treatment I received especially given that I have older family members who have CPR beds that remain in great condition. I would have expected a certain level of quality for the amount spent or for their willingness to resolve an issue with an unhappy customer and to stand by their warranty after only 3 years of ownership.

  Business Response

  Date: 09/10/2024

  I have attached a response letter to the customer sent this morning regarding the mishandling of their bed. The customer has expressed a strong and assertive stance on utilizing external resources to resolve the issue without taking responsibility for the damage caused to their bed. Attached is a snapshot for a video submitted by the customer affirming our diagnosis of the issue and stance on the complaint. Please let me know if you require further information
  
  
  
  
  "Hello *****,
  
  
  Thank you for reaching out, and we appreciate the kind words regarding our sales and delivery teams.
  
  
  However, we need to address the concerns you've raised regarding your ***** platform bed for $999 on 1/25/21. Upon careful review of the photos and details you've provided on 9/4/24, its clear that the misalignment of the center support leg is due to mishandling. Specifically, dragging the bed with the mattress still on it, rather than lifting it, caused the center support leg to bend. This, in turn, led to the middle of the platform losing support and cracking under excessive weight.
  
  
  Its important to emphasize that this damage does not reflect a design flaw or a structural defect but rather improper handling in the home. As a company with centuries of experience in bed manufacturing, we are well-versed in identifying the causes of such damage. If this issue fell within the scope of our structural warranty, we would gladly honor it. However, mishandling of the bed does not qualify for warranty replacement just as it wouldn't with any other company.
  
  
  We would also like to address your approach to resolving this matter. While we always welcome communication from our customers, its important to understand that attempts to bully or threaten our employees, including filing complaints with outside agencies, will not compel us to deviate from our established policies. Our commitment is to uphold these policies in a fair and uniform manner for all customers, ensuring that everyone is treated with the same level of respect and consistency.
  
  
  To begin repairing the bed, the first step would be to remove the mattress and check if the center support leg can be realigned with the floor. If its damaged, you may need to replace either the leg alone or the rail and leg, depending on the extent of the damage. One leg is $45, while the rail with the leg is $145. Once the rail and leg are addressed, the damaged platform can be replaced at a cost of $95. All service parts order are exclusive of transportation costs. Should you wish to move forward with the the repair, we are happy to assist in resolving the issue with your bed.
  
  
  We trust this clarifies our position and appreciate your understanding. Should you have any further questions, please dont hesitate to reach out."

  Customer Answer

  Date: 09/10/2024

  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 have provided clear evidence that the support beam is not structurally sound, as it has bent during normal use. However, the company is unjustly attempting to shift liability onto me, falsely claiming that I moved the bed in a manner that caused the leg to bend. Their response is both unfounded and unacceptable.
  
  First, Charles P. Rogers asserts that I did not follow proper instructions when moving the bed, thereby causing the damage. However, they failed to provide any such instructions at the time of purchase or with the product itself. This omission of critical guidance indicates a breach of their duty to provide proper usage and care information for their product. Shifting the burden of proof to me without having supplied the necessary instructions is not only unreasonable but also legally unsound.
  
  Second, they claim that moving the bed constitutes misuse of the product. However, from a common-sense standpoint, it is entirely normal for a customer to reposition a bed within their home. Such an action clearly falls within the bounds of ordinary customer use and should not invalidate the warranty. Their assertion is an attempt to wrongfully categorize standard use as misuse in order to avoid their contractual obligations.
  
  Charles P. Rogers is attempting to avoid their legal obligation under the warranty by making unfounded claims about improper usage. The warranty was offered to cover defects in materials and workmanship, and a structural failure of the support beam falls squarely within these parameters. By refusing to honor the warranty, they are engaging in deceptive business practices intended to deflect responsibility and avoid honoring their contractual obligations.
  
  I am requesting the Better Business Bureaus assistance in holding Charles P. Rogers accountable for this breach of warranty. I seek a full refund.
  
  I urge the BBB to push for a resolution in this matter and ensure that Charles P. Rogers complies with their warranty terms and conditions. Their conduct not only violates basic principles of consumer protection but also damages the trust between businesses and their customers. 

  Business Response

  Date: 09/13/2024

  Thank you for your response. We understand your frustration, but we must reiterate our position regarding your ***** platform bed.
  Your bed was installed and fully operable for over three years without issue. The damage to the center support rail occurred sometime after its delivery and installation, and how this damage took place is unknown to us. What we do know is that the bed was delivered in perfect condition, structurally sound, and free of defects. The center leg is twisted and no longer flat on the ground, thte only way this happens is it was either hit by something being shoved under the bed or damaged when moving the bed, neither issue is our obligation to repair and soley of the customers.
  To claim that the bed is not structurally sound because it has now been damaged is unfounded. It is essential to distinguish between a product that is defective when manufactured and one that becomes damaged after years of use or mishandling. Your bed does not exhibit any manufacturer defects and therefore does not fall under our structural lifetime warranty. This warranty covers defects in materials and workmanship but does not extend to damage caused by mishandling, misuse, or external factors in the home.
  Your assertion that we are obligated to provide specific instructions on how not to damage a bed is unreasonable. It is common sense to care for one's furniture and ensure it is handled properly. We trust that our customers will use their products responsibly, and it is not standard practice, nor are we legally obligated, to provide instructions on avoiding damage.
  Regarding your use of legal terminology, we want to make it clear that we stand by our policies and the warranty terms as outlined. The Better Business Bureau (BBB) is a third-party organization that facilitates communication between businesses and consumers, but it does not hold any legal authority to compel us to take actions that are not in accordance with our company policies. We have responded to your complaint in good faith, and our obligations under the BBBs guidelines have been fulfilled.
  At this point, we consider the matter closed, as our position remains firm: the bed was not defective at the time of delivery, and the damage it has incurred is not covered under warranty.
  Thank you for your understanding.

  Customer Answer

  Date: 09/17/2024

  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 must respectfully disagree with your position regarding the ***** platform beds structural integrity and the assertion that a steel support beam bending within a mere three years of standard use should not be covered - quite perplexing. A reasonable customer expectation for a bed, especially one marketed as a premium product, is for it to endure far beyond such a short period without suffering structural damageparticularly from normal wear and tear. I am concerned that the companys interpretation of warranty is so narrow that it fails to protect customers from any reasonable product failures over time. It is pretty unfortunate that Charles P. Rogers does not stand behind its products in the manner expected for high-end goods and it is also clear from this exchange that the company prioritizes disclaiming responsibility rather than ensuring customer satisfaction and upholding the quality expected of premium furniture.
  
  While you consider the matter closed, I remain an unsatisfied customer. I will, of course, relay this experience to others so that they may understand the level of customer service is unpolished to say the least.

  
   
  

• Initial Complaint

  Date:12/18/2023

  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.

  RefNo: ****************** Cust ID: ****** On **/**/2022 I purchased the ********** Cool Knit ****************************** for $166.69 (with Tax). I expected this to be waterproof, as the title and packaging suggests, however my dog threw up on the bed and it went through to the mattress. This is my second mattress protector from this company. Could it be possible that this one is defective? I sent them an email and this was the response: " Upon reviewing the product description you provided, we acknowledge that it does state the presence of an integrated waterproof membrane designed to protect against spills. However, it's important to note that the term "waterproof" is often used in the context of providing resistance to liquids, but it does not imply absolute impermeability. We would like to clarify that our product is water-resistant, not waterproof. Water-resistant materials are designed to repel water to a certain extent, but they may not completely prevent penetration under certain conditions. The intention is to offer protection against common spills and stains, providing a level of safeguarding for your mattress. Regarding your request for a refund or replacement, we would like to highlight that our encasement is non-refundable once opened, unpacked & used."If the item was water resistant I would not have purchased it. What Does It Mean To Be Waterproof? When a label is waterproof, it is completely protected when it comes in contact with moisture, including direct exposure to water. I believe this product packaging overpromised and underdelivered in which a refund should be offered.

  Business Response

  Date: 12/18/2023

  Hello *****,
  

  I am sorry to hear that you faced this problem, and I can understand how frustrating it must have been for you.
  
  Please know that our encasement is designed to be waterproof, but only on one side. The other five sides are translucent, and you can see through them. The waterproof side has a thicker membrane, and it is visually apparent. We have found that in very rare cases, some customers have installed the encasement upside down, resulting in stained mattresses.
  
  We are committed to providing you with the best possible product and service, and we want to ensure that you are satisfied with your purchase. Please let us know if there is anything we can do to assist you further.
  
  Thank you for bringing this to our attention, and we appreciate your continued business.
  
  
  Sleep Well,
  Charles P Rogers

  Customer Answer

  Date: 12/19/2023

  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]

  I can assure you that it was on properly. The membrane is visually apparent, as you stated. The complaint is that this was not waterproof, but water-resistant or defective. I am asking for my money back for the purchase since it is not even a year old, and it has failed.
  This is the first time I have ever used BBB but I feel strongly that if an item is labeled waterproof it should be waterproof. I prefer to keep this in writing and not on a phone conversation. 

   

   

   

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

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

  Customer Answer

  Date: 12/21/2023

  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 the packaging claims to be waterproof and it was not.  One employee claims the product is water resistant and the next employee insults me by suggesting I put the product on incorrectly to avoid refunding $166 for a product that failed.  Charles P Rogers has not addressed the real problem and has given nothing but excuses. The mattress protector is not satisfactory quality and did not match the retailers description. A refund of some kind should be offered. 
  
  

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 01/23/2024

  We have sufficiently addressed the situation, we cannot offer a refund on a used bed linen because it was installed and used improperly. We ask the BBB to please close this complaint.

• Initial Complaint

  Date:04/06/2023

  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.

  Bought a bed and frame set for near 5k. It's has been less than a year and the bed has sunken in on both sides leaving a large hump in middle. Due to this I have had MULTIPLE nerve issues. Last problem happened last week and sent me to hospital.Asked for a replacement, they refused unless I could prove it by following a ******* video. This would require me to move the bed which weighs over 150 pounds by myself when I am currently unable to lift my left arm or move my neck. I didn't ask for a refund or a payout I just asked they replace the defective items. CSR Sunshine refused to escalate or take my problem seriously.Next step is filling a lawsuit in the Washington State Courts.

  Business Response

  Date: 04/06/2023

  Dear valued customer,
  We are sorry to hear about the issues you have been experiencing with your bed and frame set. We understand that this has caused you a great deal of discomfort and inconvenience.
  We would like to remind you that documentation of any warranty issue is mandatory for us to be able to assist you effectively. We have made repeated efforts to assist you, but unfortunately, we have been met with anger and  threats of legal action instead of the necessary information required to provide you with assistance.

  
  We would like to reassure you that we take all customer complaints seriously, and we are committed to resolving any issues in a timely and satisfactory manner. However, we do require proof of the defect in order to initiate a replacement or repair.

  
  If you still believe your mattress is defective we would like to encourage you to follow the steps outlined in the warranty documentation within the ******* video provided, as this will enable us to evaluate the issue and provide you with an appropriate resolution.

  
  We understand that moving the bed may be difficult for you, given your current physical limitations. We would be happy to arrange for an assistant to help you with this, if needed.
  

  Yesterday, a set of replacement parts were sent to you at no charge after your wife sent us pictures of your bed, at that time we advised you to rotate the mattress. Your wife informed us that she would have no trouble finding someone to help with the installation of the replacement parts and rotation. I would like to remind you that regular rotation is part of the necessary maintenance of any mattress.

  Thank you for your understanding and cooperation.
  Sincerely,

  Charles P Rogers

  
  

  Customer Answer

  Date: 04/06/2023

  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:

  The business is being disingenuous.  My anger was only in response to the lies and medical advice offered by the *** ****** over the phone.  I recorded the call as he called me, I did not call him, and he preceded to try and convince me that NY LAW prevents them from honoring any warranty without photo proof.  When I explained I was in the hospital with nerve damage, and unable to comply with those requests and that I was not looking for compensation or reprieve his response was "You can't get nerve damage from a bed in less than a year"  Funny.  My doctor **************** The one who actually EXAMINED me.  When I explained that to him, he explained I had no choice.  I told him he had until Wednesday by Close of Business to respond or I would seek legal action.  At this point I asked them 4 times previously to stop contacting me unless the contact was to setup a time to come and replace both the mattress and the frame.  Once I explained the damage in detail, he replied "That sounds like the culprit"  When I asked then how I am supposed to prove this to him he said I had to REMOVE the mattress place on flat ground, take the bed frame partially apart to get pictures of the top and bottom.  I was then told to measure the droop on both sides.  I again explained I can not move my left side of my body and he told me that at a cost he could recommend me a company to do this all for me.  I told him I used an appholstry hammer to re-attach parts of the frame that were not put together fully during the initial install, he said ok.  I apologized to him for my anger, but explained to him that I have already talked to 2 other people who were unwilling to help and at this point I feel like I am being run around in circles.

   

  Once he realized I was serious, he got his manager to email me.  His manager claims that by fixing the install they never finished, I broke the bed and most likely they wouldn't fix it.  I again explained I am going to pursue legal action if they don't want to meet me half way, I asked him to take a step back from the situation and realize what I am asking for.  I am not asking for them to accept any liability, I am not seeking litigation for damages related to the numerous pinched nerves, doctor visits or loss of quality of life due to not being able to sleep more than a couple hours and being heavily medicated from the issues related to their product.  He tried calling me the next day, my wife answered the phone and he convinced her to accept only the "base support" as replacement.  This is basically a piece of particle board that sits under the bed and the struts that support it.  THAT IS NOT what I asked to happen.   That is NOT acceptable to me.  To further add insult once my wife took the pictures he tried to claim because I was so heavy the sag on the mattress was due to my weight.  Unfortunately for him, it was my wifes side he was talking about.  I don't respect people who call my wife fat.  So in closing:

   

  They already admitted fault through *******

  They have been harassing me daily with no intention to actually replace the products with working substitutes.

  One of their *** teams tried to give me medical advice against what my doctor had already suggested.

  This is literally one of the worst interactions with a company I have ever had.  They are clueless to what the other in their departments are doing.  They have obtuse and purposely written warranties to try and dissuade buyers from excercing their rights and I HOPE **************** defends a land owner and tax paying citizen of their state from predatory business practices like Charles *******************  I want NO further communications to me or my wife unless it is to setup a ************* to replace the mattress and box springs.  

   

   

   

   

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

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

  Business Response

  Date: 05/01/2023

  Subject: Response to Your *********************************************** you for taking the time to express your concerns. We understand that you are upset, and we appreciate your feedback. However, we regret to inform you that we will not be engaging in this type of dialogue.
  
  At Charles P Rogers, we strive to maintain a professional and respectful environment in all of our interactions. We believe in addressing concerns and resolving issues in a constructive manner. If you would like to discuss your concerns further, we encourage you to reach out to us through a more appropriate channel, such as a phone call or a scheduled meeting.
  
  We remain committed to addressing any legitimate concerns and finding a resolution that is satisfactory for all parties involved. If you are willing to participate in a respectful and productive discussion, please feel free to contact us directly at ************ or *************************************************** .
  
  Thank you for your understanding, and we hope to have the opportunity to address your concerns in a more constructive manner.
  
  Sincerely,
  

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

  Director of Customer Experience

  Customer Answer

  Date: 05/01/2023

  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]

   ***,

  You can double speak all you want.  I don't care.  You are a disgraceful company, using disgraceful tactics to push a subpar product on not only ******** citizens, but **************** at inflated prices.  I am filing before the lawsuit two different complaints.  One with the Washington State AG, and one with the New York AG.  Once both of those have been posted, I will move forward with a smalls claim court case in **************** in the maximum allowed amount.  You can choose to not engage all you want, this doesn't change the situation you and your support team have put the company in.

  Again here are the FACTS:

  You have an employee who broke ******** law under article 131 sub section 6524.  He claimed "It is impossible for you to get nerve damage from a bed" You were notified and refused to act.

  You have the same employee who broke ******** BAR rule 5.5 which states no member of ******** may practice, or give legal advice without a license.  Your employee stated "It's requied by law that you send me pictures before I can honor the warranty" 

  You admitted fault multiple times.  First when you told me that by sleeping on the bed, continued medical costs and complications would not be the fault of the manufacturer.  This shows you admit fault, that there was an issue with the bed, and you know about it by giving me advice on how to mitigate the damage through discontinuing use of the mattress.  You also admitted fault when my wife finally got help and sent the pictures as requested, showing improper install leading to damage of the "support" platforms that rest on the frame, and hold the bed and top cover.  Not to mention the THOUSANDS of reviews I have garnered and cataloged across the internet from various sources showing the same issue related to the one I am having.
  

  This isn't going to go away.  This is a situation where you have gotten conceded to the point where you think you are untouchable.  You unfortunately have found the diamond in the rough who knows exactly how to deal with companies like yours.  I will make sure to include both **************, and ********************** in my complaint.  You have a great day, and the continued attempts to demean my character when you were told I was on 5 different medications due to the complications, muscle relaxers, steroids, and pain killers, shows what kind of company you are.  You knew not only was I on all those medications, you were also informed by my wife and I through multiple phone calls I had not slept more than 2 hours at a time in over 2 weeks.  You aren't the good guy you think you are, and I am going to spend every waking minute I have finding justice.

   

  Sincerely,

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

   

   

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

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

• Initial Complaint

  Date:01/03/2023

  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.

  [... RefNo: ****************** / Cust ID: ****** / Order #: ****************** / Date: 12/05/2022 / **** ********** / Description: *************** *********, Antique Black / Cost: $1,099.00 / Delivery Date: 12/23/2022 ...]. I've only received a headboard and side scrolls. The side and bottom rails (that the headboard and scrolls attach to, has again been sent to the wrong address. The correct address and phone is:1878 ******************************************************** ************** I've provided this information repeatedly and they repeatedly lie about the shipment. The number "425" MUST be on the address or again ***** will NOT be able to deliver. Again. The tracking # received from the **************** Manager is ************ for ****** Once again, the address used is incorrect. The correct address is: ************************************************************* I have spoken to their representatives and repeatedly I'm told another explanation why the bed has not arrived. Or I am told a lie about our conversation. They had no problem taking my money. I no longer trust anything they say seeing as how *** received numerous lies about when the product would arrive.

  Customer Answer

  Date: 01/13/2023

  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:08/08/2022

  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.

  Charles P Rogers sales persons have stated to me many times that with a lifetime mattress they will send me at least 2 cassettes in a 365 day period without any issues, I was even told they would make me a special one if I was not happy. Never was a cost mentioned or was I told that the mattress was unreturnable. The store will not give me or exchange a new cassette as stated on my receipt and the website unless I pay 500$. That is not mentioned anywhere or are you told that when you purchase the mattress. This is a very short version of months of arguing with people that refuse to help. I have a 3500$ mattress that is very hard and uncomfortable and nothing can be done unless I pay more money? purchase date 5/21/2022 $3410.93

  Business Response

  Date: 09/02/2022

  Dear BBB,

   

  This customer was thoroughly explained our policies before her purchase, during her visit to our ** showroom. I personally explained them all to her, it wasn't until she slept on the mattress that her comfort complaints turned into no one told me. We have attempted to help this customer within our posted policies and will continue to do so.

   

  Thank You,

  ******

  Director of CX

• Initial Complaint

  Date:07/25/2022

  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 received a damaged bed abs have not been able to return it or receive a refund or even resolve on getting the issue fixed . Manager called me a bully for trying to solve a problem with a $2500 broken bed .

  Business Response

  Date: 07/25/2022

  Dear BBB, 

   

  We have attempted to resolve this issue with the customer, however, she has been relentlessly persistent to return an item that is not eligible for return. The customer ordered a daybed from us with trundle and two mattresses. Unfortunately the trundle piece arrived damaged. The customer also hired her own assembly team to assemble the product, unfortunately they did not assemble the bed correctly. We instructed the customer on how to set up the bed properly, she refused this. We sent a team to her house at no charge to replace the damaged trundle piece and assemble the bed properly. She refused to allow them to deliver the new trundle and assemble the daybed correctly. The customer was informed in writing that her bed was not returnable once opened. We have attempted to assist her in every way possible and only been met by unreasonable demands and hostility. We would love the opportunity to assist the customer in getting her bed setup properly and trundle replaced but cannot approve a return.

   

  Thank you,

  ******

  Customer Answer

  Date: 07/25/2022

  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]

  This business has a purposely misleading refund policy and a problem with the quality of their products .
  
  
  Bed arrived damaged  /  the bed frame was loose / the trudle was dent and didnt properly come together and  was  unsafe for use so I asked  to refund the bed  because I was unhappy with a $2500 damaged item .  
  
  
  The store manager called me a bully for trying to resolve receiving a $2500 damaged item 
  
  
  There is no clear refund policy ( see receipt ) The refund policy is purposefully misleading and is different for each item at the store . (looks like the business has 43 complaints with BBB so Im not the only one )
  
  
   Was advised after receiving damaged /broken /unusable bed thats its one of the items not returnable .  All refund policys should be clearly stated to consumers . Basic consumer law.
  
  
  My handyman advised the manager that parts are missing for proper assembly was ignored 
  
  
  The delivery man they sent after 6 weeks confirmed the bed trudle is damaged and the bed is not assembled incorrectly but is in fact missing proper hardware ! 
  
  
  Its been 6 weeks of back and forth and all the manager does is call
  me a bully ( see email) for trying to resolve a very simple problem .
  
  
  This is bad business and consumer freud . 

   

   

   

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

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

  Customer Answer

  Date: 07/28/2022

  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:

  
  

  My receipt does not clearly state that I am purchasing a decorative bed that is not refundable -especially since its damaged.

  
  

  If this merchant wanted to resolve this it wouldnt require 2 months.  A new bed would have been sent or a refund issued . Thats why this merchant has 73 BBB complaints! 

   

   

   

   

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

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

  Business Response

  Date: 08/01/2022

  Dear BBB,

   

  The receipt I attached very clearly says decorative beds are non returnable once opened. We tried to assist this customer however as mentioned she refused to allow us to assist her. No further action to be taken.

   

  Thank you,

  ******

   

• Initial Complaint

  Date:06/29/2022

  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 a Lifetime 10 mattress from Charles P Rogers after doing a lot of research . They advertise a 100 day comfort guarantee; which I found out later didn't include the mattress I bought .However the mattress I bought did say I could exchange the cassettes up to ****************************************************************** way to exchange the cassettes. I paid ******* for the mattress ; I also bought their foundation because one man on reviewing the company had said they voided his comfort guarantee because he didn't have their foundation; after ordering the mattress online the next day I called and spoke with a sales person who also told me I would need a mattress protector so I didn't void my guarantee. I told him I had a ****** dollar one from Saatva I was going to use and he said that would be sufficient. At no time did he inform me that the mattress I was purchasing didn't have a 100 day comfort guarantee!After 90 plus days we had tried really hard to get used to this bed and it wasn't working so we called and were told in an email our bed wasn't covered with a comfort guarantee but that we could exchange the cassettes , we called back to do that only to be told we would have to pay for these cassettes !!! No where in the reverie guarantee do it say anything about a cost involved with exchanging the cassettes. We have spent right ******* dollars and they are run least bit interested in standing by their product. They are very arrogant when speaking to them and literally called me a liar that I didn't speak to a salesman when I did! He said I ordered online and I did for the mattress but I ordered the foundation from a sales person and we discussed my mattress and the comfort guarantee!This is dishonest advertising and needs to be stopped.

  Business Response

  Date: 07/15/2022

  DEAR BBB, 

   

  We feel this customer's claims are unfair and unjustified. The customer bought a mattress with a lifetime warranty and *********** adjustment trial, meaning they can adjust the comfort layer twice within the first year for a very steep discount. The customer decided they did not like our policy and they were unwilling to work with us even when presented with multiple options. Their only response was that they would attack us online. This complaint is nothing more than a follow through on the threat to bully and intimidate our company. I will attach the policy below. We would still welcome the customer the opportunity to work with us to find the best comfort level for their sleep needs.

   

  + LIFETIME MATTRESS COMFORT GUARANTEE
  Your comfort is Charles P. Rogers' top priority. Our Lifetime Mattress Guarantee lets you exchange the cassette(s) of your Lifetime mattress to achieve your desired feel.
  Applies to Lifetime 8, Lifetime 9, Lifetime 10
  A) The Lifetime Mattress Guarantee requires you keep your cassette(s) for 30 days from the receipt of the mattress. The Powercore spring units in our mattresses are designed to keep your body in natural alignment and provide long lasting comfort. As a result it may require some time for your body to adapt to the proper support.
  B) You must unbox the mattress within 14 days of receipt.
  C) Guarantee is limited to two cassette replacements within a 365 day period after receipt of mattress. Defective mattress units will be repaired or replace at no charge. 100 day comfort trial does not apply to Lifetime 8-9-10 models.

   

  Best,

  ******