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:12/14/2024

  Type:Billing 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 placed an order for a mattress on Dec 2, 2024. Reviewing the options across different retailers I could purchase this mattress from (ex. ************ website vs. ****** or others) AND different options out there (eg. other brands’ products), I decided to buy off of their website. It was important to me that my order was delivered in time for Christmas. I selected ground shipping (5-10 biz days) because it was >23 days before Christmas and I felt I had plenty of time. The website, checkout, and shipping confirmation flows all made no mention that the order would not be fulfilled and then shipped right away. There was no indication that there was a Christmas cutoff time I would miss (despite all of the holiday marketing on the website). As such, I confidently placed my order. On the night of Dec 13th, my wife and I wondered “where is our order?”. I checked my email and realized there wasn’t any shipping confirmation. Then I tried to check the order status online but couldn’t log in. Their customer support was closed, so I tried the chat feature on the site. Also closed. I then received an automated email: “Thank you for your patience, as you may be aware, all of our products are made to order. Your order M1039964 is currently in our production process being made.” That was the first indication I received that my order would not ship right away. This morning (Dec 14) I reach out using online chat who tells me most orders after Nov 27th have a 3wk lead time. What!?!? How could they not tell customers that before buying? And how could they not be proactive in messaging that vs. waiting for me to find out the status of the order? Now due to their predatory marketing, I am unable to order an alternative option in time for Christmas (or must pay a massive premium) because they were not proactive in telling me it will arrive too late. The lack of transparency goes beyond frustrating. It is misleading and unacceptable for a business this day and age.

  

  Business Response

  Date: 12/16/2024

  Emails were also sent last week to all *********** on-line customers that had orders shipping late.  It may have gone into this Junk or Spam folder?  We also sent an email to the customer apologizing for the late shipping of his order on Sunday 12/15/24.  His order shipped today via Fedex Ground tracking: #'s ************ and ************.  An email was sent to the customer this morning on 12/16/24 with his tracking information.  *********** has not heard back from the customer regarding our emails.  No further action is needed at this time since the order shipped complete and it is resolved.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Defective Happsy Products and Unresolved Customer Service Issues

  Dear Sir or Madam,

  I am writing to file a formal complaint against Happsy, a company from which I purchased two king-size organic mattresses, two protective mattress pads, two mattress toppers, and several pillows, with the intention of purchasing more for my spare bedrooms.

  However, the products I received have been severely defective, and the issues have not been adequately addressed. The protective pads I purchased completely failed to protect the mattresses and toppers from my daughter’s nighttime accidents. Urine soaked through the pads and into the mattress toppers, which now emit a nauseating smell. Worse, the odor has combined with the off-gassing from the toppers, resulting in a horrid stench that has made the toppers unusable. This odor persists even after laundering all the bedding, which defeats the purpose of a mattress protector entirely.

  Additionally, the pillows I purchased quickly lost their shape and are labeled hand-wash only, which is impractical.

  To add to the frustration, Happsy only sells queen-size pillows, even though I purchased king-size mattresses.

  I had intended to purchase additional products for our spare bedrooms but can no longer consider Happsy as a reliable option. Given the cost of these products and Happsy’s misleading marketing, 

  

  Business Response

  Date: 10/25/2024

  The customer has emailed us regarding her issue with the waterproof pad and topper.  The replacement waterproof pad shipped yesterday, and the replacement mattress topper is shipping today via ***** tracking: Tracking #************.  We have a new employee for this product line, and she was confused thinking the customer had been refunded on her topper but was not. Based on the customer's email, they are happy with receiving the replacement items.  No further action is needed.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will send the many emails when/if requested. I first contacted to buy/replace a mattress for one I had originally purchased a few years ago. I ended up buying a mattress topper which was the wrong thing. In one of the first of many emails I was told to please send pictures of the damage. After they received this I was told this was a mattress, not mattress topping problem and I have a 25 year warranty/guarantee on this piece. Also discussed was that I wanted to send back the topper I bought, which was still in the unopened box. I was finally told (in emails) that they would call Fedex to pick up unused topper the next day and was sending out my new mattress that I would receive in a few days. Neither happened and this time I called FedEx to discover they never called to issue a pickup. Then I called and when transferred to the correct person she acted as if she could not hear me on the phone and sent and email stating once again they are sending a pickup. When I finally was able to reach by phone I told her I needed to know when they would be coming to pick up and was told to just put it on the porch. I explained i didn't feel comfortable leaving a product worth almost $700 on the porch and she just said it would be fine! Every time I call I'm put on hold, without anyone answering the phone, and told to leave a message and they will call back, which they do not! Last email stated they attached the return label for me to print and I could call for a pickup, but the label was not attached, and once again I was unable to connect with them in any way (online chat, via email or phone). They also put in this email how I should flip the mattress and it would fix the problem, and it won't. I have pictures of that too. I would like them to pick up the topper, reimburse my ******** ******** and honor their warranty by send me the mattress I was promised. All soon since this has been going on way too long

  Customer Answer

  Date: 03/01/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I was able to reach a Lori at Naturepedic and she did send me a label to return the topper, but she said I could not receive a replacement on warranty for the mattress because it is Latex, and latex doesn't break down.  I was told to "flip" the bad sides to the middle of the bed and they should straighten out.  When I asked if I should video myself flipping it just in case this doesn't work so I can get a new one and was told "it should straighten out".  I'm not happy with this.  I have attached the pictures below and I will forward the emails where they say I will be sent a new one and the one where she said no. 

  

  Business Response

  Date: 03/07/2024

  The customer was frustrated because she was having difficulty scheduling pickups regarding product. This happens frequently as we do not control the carrier. When a customer first calls, we do offer them common solutions to their problems that have worked for other customers so they can avoid the headache of shipping an item back - such as flipping the mattress. The customer didn't want to pursue those avenues ... so we have completely refunded her money (receipt attached) and supplied her with warranty items. The customer is now satisfied and has attempted to withdraw her complaint from the BBB - she was instructed complaints cannot be withdrawn, but that the matter should be closed. Thank you. ***** on behalf of ***********

  Customer Answer

  Date: 03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the issue has been resolved. 

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried three times to reach out to you guys and discuss my issues with one of the two pillows I have purchased.. the most recent person, frank, could not even respond within a timely manner when I asked him a question about forwarding my issue to customer service.. I asked if I should stay in the chat or if I would get a call. And ***** cannot give me an answer unfortunately. I ordered two pillows my wife loves her pillow and it does perfectly for her. I ordered a larger pillow for myself and since using this new pillow I've had neck pain almost every night.. I get up between three to four times a night to fluff the pillow since there's not enough of the pla inside of there. ***** said that I would need more PLA but that's about it. How do I get this issue resolved? If this is something that I have to purchase, I would like a refund and send my pillow back. Thank you for your time. PLA Pillow with ******* Fabric ***: *****

  

  Business Response

  Date: 03/07/2024

  Dear BBB,

  The customer was fully refunded their money. Basically, it came down to they did not like the feel of their pillow ... our agent attempted to answer their questions and concerns ... but ultimately, the customer just wanted their money back ... which request we have granted. The matter is over and the customer is satisfied. ***** on behalf of ***********

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a queen sized EOS pillowtop Naturepedic mattress (latex free) for $6076.01 on 2022/08/04 Policy stated on website: 100 night free trial money back guarantee. I confirmed on Naturepedic chat with customer support agent Daleth, that this is the Canadian policy on the EOS. I called within the 100 days policy, as I received a defective product. (Mattress was buldging/ sagging out on all sides. Springs were bent and sticking out. My deep pocket sheets would not fit over corners and ripped at the seams.) I was instructed to email photos before any return could be made. My first email was sent within the 100 days on 2022/10/17 with photos, as requested. I was told to make adjustments to the bed layers and send the photos back. Adjustments did not correct the defective mattress. I went through their process over the course of months making adjustments and taking photos and videos. No solutions were offered nor was a return. Instead, Lori from Naturepedic kept bringing up my bed frame dimensions as an issue. My bed frame was sold to me on the same date by one of their Canadian vendors. I contacted the vendor and was assured that the frame is specially designed to handle minor variations that come with handmade mattresses. The vendors structural specialist looked over the Naturepedic case and said the bed frame would not cause the evident issue they saw with the mattress. Naturepedic ignored my requests to resolve this case yet kept asking for adjustments and photos. I ordered another bed frame to prove to them it was not the issue so I could get my money back— and the mattress was still defective on an entirely different frame that measured the exact width the mattress claims to be. This is a defective mattress. I patiently complied with their process before they would honour their return policy, as instructed in the first phone call. I shouldn’t have had to prove to them this is not a bed frame issue.Stop dragging it out and ignoring customer calls.

  

  Business Response

  Date: 06/23/2023

  Dear ******,
  
  The short story is our CEO has decided to just refund the customer her entire amount. Even though we did nothing wrong and provided a quality product, the headache of dealing with this is just not worth it. For your purposes, here is what happened:
  
  The customer, residing in Canada, purchased a mattress from us on August 4, 2022.
  
  In October of 2022, the customer emailed about issues they were having with the mattress … namely, having possible bulges on the sides and it not fitting on the platform frame they purchased from Restoration Hardware – not us. This is not a typical issue with our products. In fact, it is the first time we have ever heard of such a complaint.
  
  Our customer service representative, Lori, attempted to work with the customer to understand their issues. Lori secured photos and video of the unzipped mattress so she could see if it was correctly assembled. (Our mattress unzips for customization. It consists of an outer encasement … and four rectangular pieces that make up the inside … two sections of coils and two sections of micro coils that provide the soft feel.) Lori also shared those photos and videos with Ken, our factory manager that oversees quality control. Lori also shared the photos and video with JC, who is one of our sales managers that also used to work in production.
  
  Throughout November and December, there is a chain of emails back and forth of us trying to advise the customer what she needed to do to correct any perceived issues. In December, the customer again emailed Restoration Hardware and Lori. The customer indicated that since Restoration Hardware sells our mattresses, that their platform bedframes must “work” with our mattresses.
  
  Lori responded with what our review and research revealed:

  
  The platform bed measures 60 x 79.25 from outer edge to outer edge, the mattress measures 60 x 80, Also there is no support on the sides of the platform.
  In video #2 the latex needs to be stretched in length to fill out the quilt
  In video #3 the mattress as well as the platform measure 60 inches wide, there is no additional support on the sides of the platform for the mattress
  In video #5 the mattress is not sitting evenly on the platform; it is over to the side as well as not centered on the head and foot area

  
  Note that even if her platform was .75” short (less than ½” on each side), it would not be the cause of any alleged bulging issues. According to our team that reviewed the photos and video, she did not have everything lined up correctly … and once she was instructed on how to do that and correct it … the bed no longer had any bulges. Also, she previously did not have the mattress centered on the platform – and once she did center it – there were no issues. She also mentioned an issue with her sheets - we did not sell her any sheets and have no idea what sheets she was attempting to use. 
  
  After supplying the customer with this information and appearing to solve the problem with proper alignment of the components and centering of the mattress on the platform, we did not hear from her for over six months until on June 9, 2023, when she emailed saying she wants a full refund 10 months after the purchase.
  
  As stated, we are going to refund her money … but this is really an unfortunate shakedown. We are a family business. Thanks to inflation, raw materials have skyrocketed, yet we continue to manufacture the best products using the best, most qualified personnel. We employ and pay a premium for the most skilled Amish craftsmen in our factories instead of manufacturing in China or on the cheap with machines like other companies do. Our entire existence as a company … including the livelihoods of hard-working employees … is jeopardized when a customer like this has buyer’s remorse and wants their money back after we have literally spent thousands of dollars on the product, its manufacture, our employee time dealing with her bogus complaints, shipping costs, and now, a very expensive mattress that will likely end up in a garbage dump.
  
  Please advise if you need anything else from me. Also, we would be quite troubled if this customer continued to make ... or the BBB in any way published ... her potentially defamatory claims. 
  The issue is moot ... she will get all of her money back ... and our company will continue to manufacture incredible, highly respected products right here in Northeast Ohio.
  
  Thank you,
  ***** *******
  General Counsel
  
  

  
  

  Customer Answer

  Date: 06/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank Naturepedic for choosing to do the right thing.
  
  Regards,
  
  ***** *******