ComplaintsforBig Fig Mattress

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  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

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

*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. ↩