Complaints
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a *** beg from them for my special needs son the package was deleted to the wrong apartment and they are refusing to help me and they are discriminating a specific needs boy who got robbed they owe me $200 they refuse to help
Business Response
Date: 03/04/2025
Unfortunately, once the order is shipped it is in the hands of FedEx to deliver. We did work with the customer to try and locate the package, however, it seems that it was not located. A full refund was provided for the customer.Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a bean bag chair and when I received the package it was a used cover with holes, dog hair, and muddy paw prints. I tried calling, leaving messages, and emails but I can’t get a response from anyone.Business Response
Date: 02/12/2025
We have submitted an order for a replacement cover to be sent to the customer.Initial Complaint
Date:02/06/2025
Type: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.
In December I ordered what was presented on line as a Bean bag chair with Cover. When only the cover was delivered, I was told that's all i ordered. I thought that was misleading sales, but giving them the benefit of the doubt, on January 29, 2025 I ordered a replacement liner with filler foam to go into the cover already purchased. What was delivered on Feb 5 was only the liner -NO filler. even though the delivery notice also says "replacement liner and filler foam". When I emailed them they claim I only ordered the liner. the filler foam would be another $139. I requested a phone call which they ignored. this is false and fraudulent practice. They are stealing from me.Customer Answer
Date: 02/07/2025
subsequent to my filing, I received this email telling me to do exactly what i did in the first place. It is how they display their product that is false.Business Response
Date: 03/31/2025
We no longer have a phone option for customer communications, everything is via email or contact us page on the website or messaging through Amazon.
The original order for the liner has been refunded to the customer.
Customer Answer
Date: 04/07/2025
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. They have delivered the product (filler) and refunded me for the liner -- all of which I assumed was part of my original purchase.Customer Answer
Date: 04/07/2025
The company delivered the final piece of this purchase (filler for bean bag chair) and then refunded me the amount I paid for a liner - all of should have been included with my original purchase. I am satisfied with this response.
Initial Complaint
Date:01/31/2025
Type: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 an Ultimate Sack 5000, which was delivered on Dec 18. I also paid extra for free returns. Upon opening the item it was not as pictured on the website and we were unsatisfied. I followed the instructions on the company's website for return. A return label was issued to me on Dec 28 and I emailed with ****** ****** about the procedure. I was instructed to place a note in the package stating request for refund. I mailed the item back, following instructions to remove the stuffing and only return the outer covering, via ****** ***** confirmed receipt of my package via text on 01/02 at 16:31. ***** website shows delivery at the retailer on 01/07 at 12:10. After no communication from the retailer or refund, I emailed ****** ****** to inquire about my refund. No response. on 01/28 I noticed that the company website shows my return as "canceled" with no explanation. I once again emailed ****** ****** and cc'd the general customer service email address. No response. I have tried to call the customer service phone number, but gotten no answer.Business Response
Date: 02/12/2025
We apologize for the delay in the refund process, we have refunded the order.Customer Answer
Date: 02/24/2025
I did not see the merchant's response before the email from BBB that this complaint was closed. The merchant HAS NOT refunded this purchase to my credit card (or through any other means). My account page on their website simply says my order was canceled.Business Response
Date: 02/28/2025
the refund was processed.Initial Complaint
Date:11/07/2024
Type: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 with Ultimate Sack but decided to exchange the product for a smaller size, as the original product was too large for my space. I paid for the return shipping and sent the item back over two weeks ago. However, since then, I have not received any confirmation regarding the shipment of the new product. I am very concerned, as I am now out $300 and have neither received my exchange product nor a refund. Attempts to contact customer service have not provided me with any clarity or assurance that my exchange or a refund is in process. This experience has left me frustrated and feeling misled by Ultimate Sack’s lack of communication and resolution. I would like Ultimate Sack to either send me the exchange product as promised or issue a full refund as soon as possible.Business Response
Date: 11/18/2024
I apologize for the delay in getting the exchange completed for you, however, it looks like the return and replacement items have been completed. Please let us know if you have any additional concerns.Initial Complaint
Date:10/06/2024
Type: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.
Hello, I ordered an ultimate sack 6000 in late September and received the product quickly. I decided it was too large for my space and submitted an exchange request for an ultimate sack 5000. I paid the $73 to fedex the sack back to the company. In the exchange instructions, it says when I ship out the item I would be billed for the exchange item. That never happened. It has been over a week with no communication and the return was completed last Saturday. I am now out the price I paid for the sack plus shipping. At this point I would like a complete refund, for both the shipping and the ultimate sack. Thank you, *****Business Response
Date: 10/22/2024
It looks like the refund was issued for the original order, and the new product was shipped and delivered to the customer.Customer Answer
Date: 10/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:08/27/2024
Type: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.
They are not upfront about the return policy. They don’t tell you that you’re going to have to remove 30 pounds of foam out of the beanbag if you have to return it. That’s very messy not to mention unsafe having to get foam all over your house many of the pieces are very small And it’s not safe to breathe in foam particles not to mention it could be dangerous to my pets if they get a hold of it. We went back-and-forth over and over and they are refusing to work with me on this. I finally told him I said I’ll let God deal with y’all because He in charge anyways and he can handle all things. I can’t argue with this because it’s insane to expect someone to get 30 pounds of foam all over the place and mess up their environment. Then you’ll see the attached response apparently they didn’t like that, but I’m serious when I say that because I’m just one small person over here I can’t do anything about this same person knows it’s not reasonable to take out probably 30 trash bags full of foam and throw it all the way I mean first of all where am I gonna dump it at? Are they gonna pay for the dump fee? Second of all, I don’t want foam getting all over the place. They have refused to communicate any further with me, which is a good thing because it wasn’t making any progress anyways and they are not helpful. That’s exactly why I said God will deal with it. I’m not the first one to complain about this and honestly at this point if they don’t refund it that’s fine , but I want everyone else to hopefully will be smarter than me and read these reviews first before they go make a purchase from them. If they want me just to send the liner the green part and I can throw away the foam in the sack that’s fine. Just like they did for another lady on here in July that had the same problem. I assure you, I am not gonna take out all that phone. It’s not gonna happen.Business Response
Date: 08/28/2024
Our policy to return the liner and cover only is to make it more convenient for the customer to return the item if necessary in a reasonable manner. It is difficult to return the entire sack given its size and difficulty in compacting it to get back in a box for return. If she would like to return just the cover only and discard the inner liner with the foam in it we will provide a full refund, no problem. We cannot provide a refund without receiving at least a portion of the product back.Customer Answer
Date: 08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:06/03/2024
Type: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.
On April 18, 2024 I paid $426.99 to Ultimate sack for A 6000 “6 ft” beanbag, A free blanket For spending so Much on my purchase paid extra for free returns and exchanges, a replacement cover for the”6 ft” bean bag and also in my purchase I was to receive a footstool. My order number is *********. The beanbag didn't measure over barely 4 foot if even that I have a picture of it and when I contacted the company they said they would send me more foam which they eventually did but the footstool was worse than laying your feet on top of a soft pillow and useless because it just fell over and again the bag was not anywhere close to 6 feet and I was told to lay on it to make it expand on the sides even though from seam to seam it is not more than 4 feet if even that can't possibly get bigger and I've laid on it with as much weight as I could possibly put on it and I don't know what else to do but it's not getting bigger. I email them answer : 25 more pounds of foam so at this point I am bursting out of the foam that has gotten all over my house trying to put it into the bag tell him I wanna refund before it’s past my return date n I’m told to mail back the cover and the lining except the insides so I asked them where they wanted me to put it and they never answered me but I'm not gonna take their trashy foam without even having a liner on it to put in my trash because it would get absolutely everywhere so basically I just paid five hundred dollars to get the trash and **** left over from the cut up foam that gets again everywhere and let them take both of the Things that are keeping this foam that is terroristic from getting all over my house and what am I supposed to do with the foam? How am I supposed to return the foam? They wanted me to basically keep the trash and they leave me with almost 100 pounds of shredded foam I did not return it because I'm not getting the stuff everywhere nor having nowhere to put it or setting it in my trash like that without a linerBusiness Response
Date: 07/23/2024
We emailed a return label for the customer to return the covers and blanket for a full refund. No items were received back to us and as is our return policy, we must receive these items in order to provide a full refund. Once these items are received back to us a full refund will be provided for the customer.Customer Answer
Date: 07/23/2024
I am rejecting this response because:
They want me to send them all the liners and all the covers but keep the TRASH inside of it. That consists of me keeping millions and I mean millions of shredded foam trash. I mean close to a hundred pounds of fluffed up foam junk. Where do I throw that away or how even? It is impossible to throw away that much fluffed up foam withno liner around it? Where do I do that safely and without that big of a vehicle none the less? MAKE IT MAKE SENSE! I cannot send back the liners if I have no Safe way of throwing away all that junk foam that you stuffed it full of. So keep the garage and throw a little away each week or what exactly? The foam can't be environmentally safe and If it is how do I lug that much to wherever it is that it's supposed to go? Take back the entire bean bag and figure out how your picking it up from my house or refund me my money. Had the junk been what I read in the description to begin with as I'm the size n make in description when I bought it and not stuffed full of ripped up old bed toppers it would not need to be returned to begin with!!!!!!!!!!!!!!!!Business Response
Date: 07/29/2024
The liners do not need to be returned, just the outer covers. We will be happy to provide a full refund once those are received.Customer Answer
Date: 08/03/2024
I am rejecting this response because:
If you are saying you only want the two green top covers for the “6ftbeanbag” and the green top cover for the footstool and I get a FULL refund then email me the shipping label that will mean I don’t pay shipping with this label correct? I also must add that I will still post a review explaining I’m still left with a sack of junk mattress foam cut up into tiny pieces and have no environmentally safe way that won’t cost an arm and a leg to dispose of. I also wont close this case until I RECIEVE my FULL refund. I don’t trust the crooked.Customer Answer
Date: 08/08/2024
No, I’ve been waiting every single day for it in my email and it has not came. I never got one to begin with except the one they sent me where they wanted me to keep all the foam and give them back even the liners I haven’t been able to it since I first got it and opened it. I’m pretty sure so no I do not have a return label and I’ve waited every single day for it in my email and they have not sent it so I do not have a return label that’s why I asked them to send me one. I only gave a ride on certain days of the week n post office closes at 530. They play too much. And I’m getting left with literally junk scrap foam they cannot tell me good way too to dispose of this junk in an environmentally safe way. This is ridiculous.so to clarify NO I DO NOT HAVE A QR ANYTHING NOR LABEL IN MY EMAIL FROM THEM!!! I believe I did at one time but no longer do I so I NEED ANOTHER ONE!! This is crazy!Customer Answer
Date: 08/08/2024
Thank you guys I appreciate you!! Forgot that part!Business Response
Date: 08/15/2024
I have resent a return label to return the covers to us. We will refund fully once we receive them back.Customer Answer
Date: 08/21/2024
I was able to receive a mailing label from them and return a footstool cover to beanbag cover and the free blanket. They gave me so I’m just waiting on my refund I guess. It has since mailed out
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