ComplaintsforDormeo North America, LLC (DormeoUSA.com)

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 12, 2023 I ordered The Premium Mattress Topper by Dormeo which included a 30 day minimum "Try before you buy" guarantee and a charge of $20.00 with the remaining balance due ($454.05) at the end of the minimum trial period. The 30 day minimum trial period did not begin until the mattress topper was received on March 16. The product receipt confirmation from Dormeo reads as follows: "We want you to be fully satisfied with your product and ask that you give it a minimum of 30 nights before being eligible to return it within our 100 night guarantee. If you're not completely satisfied you can then request a refund. You can start the refund process by contacting Customer Care at [email protected]." On April 20, 2023 I received an additional email indicating that the trial period had been completed and therefore I could seek a refund if necessary. On May 4, 2023, I made a request to begin the refund process. Dormeo requested that I donate the mattress pad to a store such as GoodWill however I found that such charities will not accept mattresses or mattress pad donations. I had the impression that Dormeo had no intention of honoring their 100 night guarantee so I placed both charges indicated above, in dispute with my credit card company. Dormeo gave me the option to throw away the mattress pad, photograph it in the trash bin and submit the photos for a refund, which I did. If they would have given me that option to begin with we could have avoided this whole mess! Because the charges were in dispute, Dormeo referred me to their credit card processor, Blackcart and a person by the name of Justin. Justin told me via email that because the charges are in dispute, a refund cannot be processed and I would have to cancel the disputes. Sadly, I followed his guidance because I cannot start a dispute a second time. Now I have not heard from him or Dormeo since. Now I'm out the mattress topper and $474.05! I have the emails to verify the above statements.

  Business response

  08/07/2023

  Thank you for getting in touch.  We can appreciate that the product will not always work for everyone, so here is what we would please ask for as part of our 100 night guarantee refund policy. In the spirit of being kind to our planet, we ask that you donate, recycle or discard your product. Depending where you live, there are places that may accept donations. If you live in an area that does not accept these donations we ask that you please recycle or discard your product. Send us a photo of the donation receipt or recycling/discarded product receipt in a email, mail or messenger and we will promptly refund you in full.  Our customer provide very positive feedback that when able they can give back to the community and someone in need.  

  We require that this process is completed within 30 days of your refund request with proof of receipt or discarding.   If a chargeback is initiated by a customer unfortunately Dormeo is not able to refund till the Credit Card Company resolves the dispute.  This can take upwards of 4-6 weeks.  This is why we work closely with all customers to resolve their refund process in a timely and professional manner. 

  We are glad we are able to  refund your purchase in full and we hope you are able to find the sleep you deserve in an alternative solution.  

  Customer response

  08/26/2023

  [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 20406607, and find that this resolution would be satisfactory to me. Thank you for your help. It wasn't until this complaint was filed that this company took my concern seriously and finally issued a refund as per their own agreement. They had not intention of issuing a refund otherwise.

  Thank you again for your help,

  Larry ****

  
  
  
   

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Dormeo Mattress Topper on 10/27/2022. They guarantee that if you do not like it, they will refund your money after you agree to keep it in your house for 30 days. After 2 days we hated it; it smelled and was very hard. So, we called to say we would be returning it after only having it two days. They said that as long as we got a receipt that it went to a charity and waited the 30 days, they would refund our credit card. The next week, we bought a new mattress from ******** **** ** ************** **. They said that they donate all old mattresses to Homeward Bound, a charity that gets Veterans into new homes. The ******** *** ***** wrote out a receipt for the mattress topper (attached) and we thought this would be fine. Today, Dormeo told us that this receipt will not suffice. They were not specific when we called to say we would request a refund. We feel we have been scammed by some "fine print." Please help us get this $480.32 refunded to our **** ****. We did what was asked of us and now are told it is not good enough. Thank you.

  Business response

  12/05/2022

  Dormeo worked with this customer regarding their request to donate their mattress per Dormeo's refund policy.  The customer has been refunded for the product they purchased the same day they submitted their donation receipt.   Dormeo asks that in the spirit of being kind to our planet, the customer donates or recycles their product. Depending where you live, there are places that may accept donations. ***** ********* ******* *** ********* ******* ******** ***** ****** ** * ***** ********** ********.  The confusion arose when the customer donated the topper to a Mattress Store which was not a registered charity however Dormeo contacted the store and was able to confirm that the the topper was donated to a local veterans shelter.  This is great news and we are please that the topper is able to help someone in need.  

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 6, 2022 I purchased a King Size Mattress Topper from Dormeo USA via ******.com. The first time I contacted them was early October 2022 via their customer service number about warranty information. I was directed to their website and checked all the qualifications for a warranty replacement of this mattress topper. When I emailed them with the required documentation, and then continued to send more and more photos per their requests, I was then told I do not qualify for a warranty replacement for their sagging, defective product that is causing massive amounts of hip and back pain (I have since removed the topper) because it is on a pillow top mattress. Which is it not and you can clearly tell that from the photos sent to them. I have now gone back and taken a photo of the case that protects and keeps the latex mattress together, with a tape measure to show that it is approx. 1/2" - 3/4" of cotton cloth. No padding. No pillow top. This company offers a 10 year warranty, it is the only reason I was willing to spend this much on a topper. I wanted a replacement originally, because I wanted to believe it was just a defective product. But now I think they just make a shoddy product and screw their customers over and I would like a refund now. I have attached in depth photos with descriptions

  Business response

  12/18/2022

  Thank you for reaching out to Dormeo regarding your concerns.  Dormeo stands 100% behind our products.  Dormeo provides a 100 night sleep guarantee for a customer to contact us to start the refund process if they are not fully satisfied with the product.  Our warranty claim approval rate is 98.2% as long as proof of purchase and pictures of the manufacturing defect are provided. Dormeo's warranty states body impressions ¾ of an inch or more in depth that are not associated with use of an improper or unsupportive mattress or foundation are covered by the Warranty. In some cases unsupportive mattresses or foundations can included a pillow top or raised surface that does not provide a supportive surface that can result in slight body impressions.  After reviewing the images provided it was identified that the impressions were not equal or greater than 3/4 inches and that the mattress surface was not a flat/smooth surface.  The mattress surface had a raised pillow top style surface that did not provide the supportive base required to qualify for our Warranty Policy to be valid.  If we can help in any other way please do not hesitate to contact Dormeo.  

  Customer response

  12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Again it is a solid latex mattress this is not a pillow top I even included the brand and photos of it completely flat. This company is making excuses and they know it. They are liars that do not stand with their products. This warranty acceptance number is false. Reading reviews they've screwed numerous customers if you dig into social media. 
  
  Regards,
  
  
   

  
  

  Business response

  01/02/2023

  Hello and thank you for your response.  We are sorry that you are not satisfied with our response and warranty policy.  We wanted to also reiterate our positive warranty claims percentage which you have dismissed.  As discussed in our response, by the evidence shown, including measurements, your claim does not meet our warranty policy.  We are sorry we could not provide you with an answer to your pleasing and that you are still not getting the sleep you deserve. We hope you are able to find a solution in the near future.  Please stay healthy and safe.  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/19/22 I purchased what was advertized as a non foam mattress cover for $395.52 on my debit card, confirmation * ******* the sales representatives name was Lacey. Upon receipt I received a foam mattress and quilted cover. I've since have attempted repeatedly to reach out to them via [email protected], 888-291-1153 without any response from either. They won't even receive my calls to the sales department anymore. The product is totally different from what they advertise on their infomercials. I would like a refund or payment adjustment. This is fraudulent activity and I hope you can help me. That's a lot of cash for a foam mattress Thank you

  Business response

  09/09/2022

  Hello ****** and thank you for reaching out to Dormeo.  We are sorry you are not getting the sleep you deserve.  We have received your messages and have tried to contact you on multiple occasions by both phone and email.  Your email was also identified as invalid and we have not been able to successfully reach you through email.  You have likely provided an incorrect email. In order to help you we ask that you please contact [email protected] and our team will be more than happy to resolve your concern.  We will also attempt to continue to call you as well.  We look forward to working with you.  Take care.  

*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. ↩