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:01/28/2025

  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 filing a complaint regarding order #**********. I purchased a bed frame and a mattress foundation. I both called and emailed and was not provided with any solutions. I was given advice on how to handle the issue regarding the clearly-defective product. The foundation makes noises as it is not fully compatible with the bed frame that Big Fig claims are compatible. Further, my mattress slips off of the foundation every night. I was advised to purchase anti-slip adhesives from Amazon, and to remove the slip cover from the foundation. I did this, however, the problem still persists. I informed the company I have a double-sided mattress, and that the foundation splinters. Therefore, it will cause damage to my mattress. I was directed to a Sr. Customer Service Rep (supervisor), and was informed that the product is non-refundable, and that they can not provide me with a solution outside of the 20-year warranty. I am requesting a refund, and to return these products to your company. I am completely unsatisfied with the quality of the two products.

  Business Response

  Date: 02/15/2025

  The customer purchased a foundation & bed frame from us in June of 2024. As stated in our policy listed on our website, including in the checkout Cart, our only returnable product is our mattress. The other products, including our foundation & bed frame are not returnable but are covered under their own warranties (also stated on our website). The customer reached out with noise concerns and also stated that their mattress slides around on the foundation too much. While the customer did not purchase our mattress (with which there are no issues with sliding) they did purchase a double sided mattress which is known to cause this issue.
  

  We did provide recommendations for the movement and asked the customer to inspect the products for any damages so that we could assess it for a warranty claim.The customer confirmed there were no damages to the product. Per our policy, the foundation is not returnable and as there are no damages, we declined to offer any replacements or accommodate a return. 

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My complaint is with regard to the information on your website. No where does it state that your frame or foundation is NOT compatible with double sided mattresses. Further, I never stated the foundation or frame was not defective. It is defective. The foundation splinters and the frame squeaks. I am still seeking a refund. 
  
  Regards,
  
  ********* *****
  
  
  
  
   

  Business Response

  Date: 02/24/2025

  Dear BBB:

  Our position has not changed with regard to Customer *****.  With regard to the foundation, we do not state that our foundation it is not compatible, because they are. The issue is with the customers mattress, and stated Customer ***** would experience the same issue with her mattress on any similar hard, supportive foundation or base.  The sliding issue is endemic of the MATTRESS, not the foundation.  The customer listed her frame as fine previously, and our support team told her she was able to submit a warranty claim if she felt her foundation was defective.  She declined to take that action.  We have proposed multiple solutions and the customer simply doesn't have a valid claim or a real interest in resolving any substantive issues with the frame and foundation - as there aren't any. 

  We consider ourselves very flexible and we always go over and above for our customers to address any real issues and have done the same for Customer *****.  Her claims are not founded and if there are real issues, she is welcome to go through the claims process to see if there is a true manufacturing issues with her frame and/or foundation.

  Thanks,

  Jeff *****

  President, BF Sleep LLC dba Big Fig mattress

  
  

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They will not honor the warranty in their bed frame. Said it was not their frame and that I did not order one. I ordered 2. The website does not have order history eariler than 2022.

• Initial Complaint

  Date:04/11/2024

  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 was going to order a mattress on 4/9 time got away from me and I forgot, when I got to work the next say I logged back in to start the process again but was busy so I called my wife and ask her to complete everything she started from the beginning adding the item in the cart and promo code from the prior day to purchase, the system allowed her to go all the way to the end but then had an "system error" I contacted customer support showed them all the screen shots they said to logout and log back in to continue when we did that the promontory no longer worked and the price went up. The following day a supervisor called and said the promo was no longer working that day and it stopped in the morning but the system in the afternoon allowed it to go all the way, later that day when I got home I started from the beginning again and the code no longer work. I don't feel it is right for them to take it all back since they systems was allowing us to purchase the item they should honor what we were gonna get.

  Business Response

  Date: 04/11/2024

  Hi BBB, Regarding the complaint posted by ***** *********;
  

  To be clear, there is no billing adjustment because the customer has not purchased the mattress and tried to apply for financing and was not approved/completed
  
  Big Fig had a promotion that ended on Wednesday 4/10 at 10AM for $500 off.  We understand that some customers start their checkout during this timeframe that the promo changes over (we went from a $500 discount to a standard $350 off) so we have a "Courtesy Code" that we provide to these customers caught in transition that over-rides the lower amount - in this case $350, and provides them with the original discount of $500.  There was an error on our website backend that allowed @10 customers that were given the courtesy code and applied it and received the additional incorrect discount ($500 + $300) - essentially the Courtesy Code is supposed to over-ride the lower discount and NOT add the two together.

  Our website, emails, SMS, Countdown clock AND our team are all overt in that the promo for $500 off had ended and the $350 discount was now in effect.  No "Bait and Switch" because we never offered any "Bait", beyond the normal discount to "Switch" anyone too.  At no time did the website advertise any discount beyond the older $500 and the new $350.  There was never any communication or direction that we were providing an $850 off discount.  The customer ********* was attempting to use a $500 off code on top of the automatically applied $350 off because he realized the site had an error and was trying to take advantage of our goodwill in providing the Courtesy Code. He was trying to check out earlier in the day, before the error was caught so he was getting a discount of $850 off. For some reason, his Bread Financing transaction didn't go through (we are not sure if Bread declined him or what the issue exactly was), so he let it go and tried it again a few hours later and at that point the code issue had been fixed by our technical team on our end. He reached out upset that he wasn't getting the larger discount and asked to speak to a supervisor.

  The Supervisors comments are below:

  Customer Support Manager:
  "I talked to him this morning and he claimed it was a bait & switch. I explained that it was not, because this code was not advertised anywhere on our site at the time, there was a countdown clock the day before to show the $500 off sale was ending, and the email/text promos all said the code was ending. In my opinion, it was a loophole that he was upset was fixed before he could take advantage of it and did not warrant honoring the $850 discount. I did offer to honor the $500 off sale for him to try to diffuse the situation, but told him it could not be used with the $350 discount as well. He hung up on me after that."

  The Customer was well aware of the proper discount and attempted to take advantage of us because of a technical discount code error.  We are not going to provide any discount to this customer beyond what is currently active on the site, given his blatantly dishonest attempt to take advantage of us, and for being rude and discourteous to our team.  The customer ********* has not purchased anything from our company and we will not be adjusting any billing or additional discounts to accommodate this request.  

  Jeff *****,

  President, BF Sleep LLC dba Big Fig Mattress

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *********
  
  
  I find it funny that the president of the company is saying I am/ was trying to be dishonest about ordering a product from his company that his website allowed, it showing his leadership and business ethic. As far as being rude I would love for them to produce the phone and chat logs to show me being rude for asking for what was given to us on their website and them not wanting to honor it. Also we were approved for the financing options so for them to question that also shows their business standards and ethics. Due to the leadership shown and their willingness to slander and lie about events myself and family will gladly take our business elsewhere  that has leadership and management that doesn't quickly lie and bad mouth their clients.
  
   

• Initial Complaint

  Date:05/28/2023

  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 purchased a mattress and also paid extra to have my old mattress taken away. I was sent information to schedule the removal. I scheduled an appointment and no one ever showed up. I contacted Big Fig and they sent me the information, again, to schedule an appointment. I scheduled an appointment for removal two more times and still no one showed up. I tried calling the company and got no answer. I have sent mssages to Big Fig with no response. The old mattress has been sitting in my driveway for over a month and it needs to be removed immediately.

  Business Response

  Date: 06/09/2023

  Hi BBB,

  Big Fig Mattress has an automated pickup scheduler and Ms. **** was contacted and our agent explained the process and sent the email to the email address she provided - twice, and both times she neglected to schedule her pick-up.  We also contacted the pickup service and they also have no record of her scheduling or reaching out to pickup her mattress.  We sent an additional email and attempted to call her with no response.  In addition, Ms. **** was NOT charged for pickup.  The state of California requires retailers to offer this service for free, which we do.  There is an $11.00 Mandatory recycling fee required for us to collect, which we remit back to the state.  So, we have a process, we have communicated several times to her and all she needs to do is answer the email, pick a date and click SUBMIT.  We are also here to help if she would like to call or chat during normal business hours - we are happy to help.  It appears she had a pickup scheduled for yesterday and it was noted as COMPLETED.

  I hope this resolves the issue.

  Jeff B****

  President BF Sleep LLC dba Big Fig Mattress

  Business Response

  Date: 06/09/2023

  Hi BBB,

  Big Fig Mattress has an automated pickup scheduler and Ms. **** was contacted and our agent explained the process and sent the email to the email address she provided - twice, and both times she neglected to schedule her pick-up.  We also contacted the pickup service and they also have no record of her scheduling or reaching out to pickup her mattress.  We sent an additional email and attempted to call her with no response.  In addition, Ms. **** was NOT charged for pickup.  The state of California requires retailers to offer this service for free, which we do.  There is an $11.00 Mandatory recycling fee required for us to collect, which we remit back to the state.  So, we have a process, we have communicated several times to her and all she needs to do is answer the email, pick a date and click SUBMIT.  We are also here to help if she would like to call or chat during normal business hours - we are happy to help.  It appears she had a pickup scheduled for yesterday and it was noted as COMPLETED.

  I hope this resolves the issue.

  Jeff B****

  President BF Sleep LLC dba Big Fig Mattress

• Initial Complaint

  Date:05/31/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 had purchased a big fig mattress. As per their policy we were allowed to return when we were not satisfied. We scheduled a return and the mattress was picked up. We have not received our refund. This business has almost no telephone customer service agents available. Calling them is futile as is trying to chat. We tried both.