ComplaintsforBeyond, Inc.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  "I ordered a chest of drawers online, and not only was it never delivered, but I received no communication about the delay. After waiting 7 days, I had to call myself to find out what was going on, only to be told that a refund would be issued and that I’d need to reorder the item. Now, the price has doubled, making it impossible for me to repurchase it at the original cost. This is absolutely unacceptable. I’ve waited patiently for over a week, and your response is that you simply can’t ship it? A refund doesn’t solve the problem—I want the chest of drawers I paid for, at the price I originally agreed to. This level of service is beyond disappointing."

  

  Business response

  09/09/2024

  To Whom It May Concern:

  The agent was not able to issue a replacement due to restrictions. 

  The customer was offered the option to place an order and they would be assisted with the price. 

  The customer has not responded. 

  Sincerely
  Bed Bath & Beyond
  
  

   

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22245243, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mohammad Almalawani

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently purchased a 4 inch thick queen size Down alternative material mattress topper from what I thought was Bed Bath and Beyond online it had their name and logo on the site. When I received my purchase it was less than what they had advertised, I couldn't find customer service and they had a AI text and I texted them with pictures and my complaint and they messaged me back saying that "in 2023 Overstock combined with Bed Bath and Beyond to create an amazing shopping experience." This was not advertised where I ordered from. This is totally misleading and the product I received was not what was advertised! Is there any legal action I can take because of being misled and thinking I was ordering from a company that I was not ordering from! This is false advertisement! On my bank statement it states that "Bed Bath & Bey" as merchant details. It gives a phone number in Utah "800-843-2446"

  

  Business response

  09/05/2024

  To Whom It May Concern:

  Overstock purchased the rights to the name Bed, Bath, & Beyond in 2023.

  Overstock has the legal right to the name. 

  Sincerely
  Bed Bath & Beyond
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 5, 2024, I placed order ********* for $1,747.08. When the delivery team arrived on August 27 and began unboxing the items, they informed me that the merchandise was damaged. They immediately contacted Bed Bath & Beyond's customer service to report the issue, reboxed the damaged items, and removed them from my home for return. I also contacted Bed Bath & Beyond's customer service to report the damage, informed the representative that I had not accepted the order, and requested a refund. I was told that my concern needed to be escalated to the oversized department, which would take three days for a response. I expressed that this was unacceptable, as I needed immediate assistance, but was again told it would take three days. Later, I received an email from customer service stating that the initial information was incorrect and that it would actually take five days to receive a response. Despite this, seven days passed without any follow-up, so I reached out again. I was once more told that the oversized department would handle the issue, and that I would hear back in an additional 4-5 days. This situation is unacceptable. It has now been eight days, and the oversized department has not contacted me. I received damaged merchandise, which was returned by your delivery vendor, yet Bed Bath & Beyond is still holding my payment. I expect a refund to be processed immediately.

  

  Business response

  09/13/2024

  To Whom It May Concern:

  
  The customer has been refunded for the item that arrived damaged and also refunded for the assembly fee as that was cancelled.
  An email will be sent to the customer today that will confirm the refund for her records.
  
  Sincerely.

  
  Bed Bath and Beyond

  Customer response

  09/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: the merchant did not provide a full refund. I am still owed $61.51
  
  Sincerely,
  
  ****** *****

  

  Business response

  09/18/2024

  To Whom It May Concern:

  
  Any time an item is returned, the Welcome Rewards that were earned on the purchase are debited from the customer’s Rewards account. The reason that $60.57 was not refunded was because the Rewards earned on this particular order were used on another purchase and Bed Bath and Beyond cannot debit them from the account, so it is withheld from the refund.

  The customer purchased a daybed. The customer earned rewards from this purchase. The rewards were used to purchase another item.
  The daybed was returned so the rewards earned on the purchase are taken away. Since the customer used rewards earned from the daybed and no longer has the daybed and has been refunded, the rewards used on the other purchase cannot be taken away. That is why they are taken from the refund.

  
  Sincerely,
  
  Bed Bath and Beyond 

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I do not accept this response for the following reasons:

  Unjust Deduction from the Refund: The purchase of the daybed and any rewards earned from that purchase are two separate transactions. Any other purchase made is also a separate transaction. I did not make this purchase for the rewards, and they should not be factored into the refund process. While I do believe the rewards earned after can be forfeited, you don't get to deduct them from my refund that is due on this order. I PAID IN FULL FOR THIS ORDER, and you owe me a full refund back to the original payment method.

  Lack of Transparency and Lack of Informed Consent: At the time of the original purchase, it was not clearly explained that rewards earned AFTER THE PURCHASE would be deducted from the refund if the item was returned. This lack of clarity is unfair and creates unnecessary confusion. It also undermines the value of the rewards program, as customers are unaware of the potential financial consequences tied to returning items. Additionally, there was no option to opt out of this rewards system, leaving customers with no control over how it impacts their refunds.
  

  Unfair Business Practice: Withholding the money from my refund effectively treats rewards as cash tied to the original purchase, which goes against the notion of rewards as a bonus for future purchases. If rewards are truly meant as an incentive for loyal customers, they should not be retroactively penalized in the form of a partial return in instances which a full refund is due. This practice is unjust and inconsistent with the way rewards programs are designed to function.
  

  Deducting the rewards from my refund after they’ve been used in another transaction is unjust. A fairer approach would be to honor the full refund for the daybed in full and put the rewards account into the negative, like other retailers with integrity do.

  
  Sincerely,
  
  ****** *****

  

  Business response

  09/25/2024

  To Whom It May Concern:

  You earn Welcome Rewards dollars when a customer has a Welcome Rewards membership. If an item is returned the rewards dollars are removed. If the rewards dollars were used on another purchase those Rewards dollars are subtracted from the refund.

  Welcome Rewards Terms and Conditions: *************************************************************************************

  In Part:
  WELCOME REWARDS:
  Welcome Rewards accrued under the Program are credits earned on every eligible purchase and are deposited into your Rewards Bank after the item you purchased has shipped. Welcome Rewards may be used to make eligible purchases through Bed Bath & Beyond. You may check your available Welcome Rewards balance at any time by navigating to your My Account page, clicking the Welcome Rewards link in the left-hand navigation pane, then viewing Rewards Summary. If you return an item, the Welcome Rewards earned pursuant to the Program for that purchase will be deducted from your Rewards Bank. If you lack sufficient Welcome Rewards in your Rewards Bank, the Welcome Rewards earned on previous purchases will be deducted from your refund on a dollar-for-dollar basis.

  
  Sincerely,

  
  Bed Bath and Beyond

  Customer response

  09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The explanation provided is irrelevant to my situation. It claims that Welcome Rewards from a previous purchase will be deducted from a refund on a dollar-for-dollar basis. However, I did not have any prior purchases before buying the daybed in question. According to this policy, the rewards from this purchase would only be deducted from a future refund if I returned an order made after this one. Therefore, I am owed a full refund as outlined in my previous email.

  Additionally, since no earlier order exists, my rewards account should not reflect a deduction, and should instead go into the negative. The company's actions suggest deceptive and fraudulent behavior. I received a defective and damaged daybed, and I expect a full refund.
  
  Sincerely,
  
  ****** *****

  

  Business response

  09/27/2024

  To Whom It May Concern:
  
  8/5/2024  The customer purchased the Magnolia Manor Antique White Twin Daybed
  
  The customer earned $60.57 in Rewards.  Rewards can be used on future orders.  Welcome Rewards work the same as cash.  
  
  Rewards are earned on dollars spent.  When a customer returns an item, the Rewards are removed from the account as the customer has no longer earned the Rewards.
  
  8/21/2024 The customer purchased the Serta Perfect Sleeper Midsummer Nights 11" Plush Euro Top Mattress.
  
  The customer used $78.47 in Welcome Rewards earned from two orders.  The customer paid $384.19 via CC for a $462.66 due to using their Welcome Rewards. 
  
  The $60.57 in Welcome Rewards earned on order ********* would not have been available to use on order ********* due to the item being returned and refunded. 
  
  The customer would have received a full refund for order ********* if they had not used the Welcome Rewards on order *********.  
  
  To issue a full refund would result in the customer only paying $402.14 in total out of $462.66 for order *********.  
  
  The customer accepts the terms and conditions for Welcome Rewards when signing up for the membership.  The information can be found on the site under Welcome Rewards Program Terms and Conditions.
  
  ********************************************************************************************
  
  WELCOME REWARDS
  Welcome Rewards accrued under the Program are credits earned on every eligible purchase and are deposited into your Rewards Bank after the item you purchased has shipped. Welcome Rewards may be used to make eligible purchases through Bed Bath & Beyond. You may check your available Welcome Rewards balance at any time by navigating to your My Account page, clicking the Welcome Rewards link in the left hand navigation pane, then viewing Rewards Summary. If you return an item, the Welcome Rewards earned pursuant to the Program for that purchase will be deducted from your Rewards Bank. If you lack sufficient Welcome Rewards in your Rewards Bank, the Welcome Rewards earned on previous purchases will be deducted from your refund on a dollar-for-dollar basis.
  
  The customer was refunded based on the terms and conditions for using Welcome Rewards. 
  
  Sincerely
  Bed Bath & Beyond
  
  

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue at hand pertains to the condition of the order I received, specifically the Magnolia Manor Antique White Twin Daybed, which arrived damaged. Given that the product was faulty, a full refund is due in accordance with my consumer rights, irrespective of any rewards programs.
  As the order in question was not received in satisfactory condition, as pointed out by your own delivery vendor, I am entitled to a full refund of the amount paid.
  
  Sincerely,
  
  ****** *****

  

  Business response

  10/02/2024

  To Whom It May Concern:

  The customer was refunded in full.  Part of her refund, $60.57,  applied to order ********* since the Welcome rewards were no longer available to be applied to the order. 

  The customer agrees to the terms and conditions for Welcome Rewards by using the program.  They state:  If you return an item, the Welcome Rewards earned pursuant to the Program for that purchase will be deducted from your Rewards Bank. If you lack sufficient Welcome Rewards in your Rewards Bank, the Welcome Rewards earned on previous purchases will be deducted from your refund on a dollar-for-dollar basis.

  ********************************************************************************************

  Bed Bath & Beyond is abiding by the terms and conditions of the Welcome Rewards program. The customer has been refunded in accordance with the terms and conditions. 
  

  Sincerely
  Bed Bath & Beyond
  
  

  Customer response

  10/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not accept the resolution proposed because I was not refunded in full for the order in question. There was no previous order where Welcome Rewards were applied to this transaction, which would justify deducting rewards from the refund for THIS order.
  The only matter at hand is the current order, which was delivered damaged, as confirmed by your company's delivery vendor. I am owed a full refund for this order, as the product received was in an unacceptable condition.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a mahogany desk from Bed Bath and Beyond, however, I was sent aok desk instead. I never took the desk out of the package as I opened the box a saw it was not mahogany. Upon returning the desk within the 30 days timeframe, Bed Bath and Beyond referred me a third-party, possibly located in China. Neither the third-party nor Bed Bath and Beyond will issue a full refund and a return postage stamp for me to return the product.

  

  Business response

  09/04/2024

  To Whom It May Concern:
  
  The customer purchased their item from a Marketplace Seller.  They handle their own customer service.  Bed Bath & Beyond provides information that at an item is shipping from a Marketplace Seller.  This information is provided under the title of the item on the product page,  a notification in the cart stating  Marketplace Seller item(s) is in cart, when the customer is placing the order, and in their order history. 
  
  The account history has a "Contact Seller" button. A pop up window will appear where the customer can state the reason for the contact and their requests.    
  
   Marketplace Sellers do not have the customer's email address as that is blocked.  The program used to facilitate communication between the Marketplace Sellers and the customers does not allow for attachments.  That is why an email address is asked for in order to send a label. 

  Bed Bath & Beyond does not get involved unless the Seller is not assisting the customer.   The Seller contacted the customer.

  The Seller offered a discount to keep the item.  Customer normally want to be offered options which they can accept or deny.  The Seller did not state that they would not accept a return.  They asked the customer to provide an email address to send the item. 

  The customer responded: Again, no.  I want the full refund and the return mail or a Bed Bath and beyond in Florida.  If not I will put the purchase issue on social media as well as TV and News media.  This is my last request and final request
  No.  I want a full refund and you are responsible for the shipping cost in order for me to send the table back.  What is XLservice?  Is this company in China?
  My dealings is with Bed Bath and Beyond.  I have no business with an unknown third party merchant.  Bed Bath and Beyond step up and send the return label as it is was your company who sent me the wrong item.

  The customer did not provide an email address in any of their replies. 

  It is recommended that the customer provide an email address to the Seller so that a label can be sent.  Bed Bath & Beyond does not provide labels for Marketplace Seller returns. 
  
  Sincerely
  
  Bed Bath & Beyond
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item from Overstock.com. Item was titled “Media Center with Electric Fireplace Included” I ordered and paid for the item, and when it came, I did not receive the fireplace. I called customer service and was informed the fireplace is not actually included as stated in both the title and description of the item.

  

  Business response

  09/04/2024

  To Whom It May Concern:

  
  08/15/2024
  The customer purchased the Cindy Traditional 58" Media Console TV Stand for TVs Up to 55" With Electric Fireplace Included by HULALA HOME Option: White
  There was an error on the part of the supplier when the product name was entered onto the website. That is in the process of being corrected or has been based on current information.
  There were two different options offered on the site. One has a fireplace, and one has a shelf. There is a different price per option.

  There is a screenshot attached showing the options.

  
  The supplier has offered to refund the cost of the item due to the error and no return of the product is necessary.

  
  The link to our terms and conditions:  **********************************************************************
  
  Sincerely,

  
  Overstock.com

  

  Business response

  09/11/2024

  To Whom It May Concern:

  
  The customer has been refunded for the purchase of the TV stand without the fireplace insert. The TV stand does not have to be returned. The website has been corrected. 

  
  Our terms and conditions in part:

  Prices, Availability, And Errors
  Products on the Sites are subject to change without notice. Errors will be corrected when discovered. Our Sites contain a large number of products, and it is always possible that, despite our best efforts, some of the products listed on our Sites may be incorrectly priced, the quantity or availability of a product may have changed just prior to you placing your order or other errors may be displayed on the product page. We will normally verify prices, availability and confirm there are no errors on the product page as part of our dispatch procedures.
  Where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Sites, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error.
  On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty. On very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our inventory, our third-party fulfillment provider's inventory, or a Marketplace Seller’s inventory. You agree that we may rescind our acceptance and cancel your order without penalty if the product you ordered is unable to ship due to unavailability.
  We reserve the right to correct any errors, inaccuracies or omissions on a product page. We reserve the right to rescind our acceptance and cancel your order without penalty in the event there is an obvious and unmistakable error on the product page, in our reasonable discretion. If you have already received your order, we will do our best to resolve your concern.
  Terms and Conditions link: **********************************************************************
  
  Sincerely,

  
  Bed Bath and Beyond

  Customer response

  09/12/2024

   
  Complaint: 22232867
  
  I am rejecting this response because:
  This is the exact same response that was posted by them two days ago- literally exactly the same. I was not satisfied with it then, and am still not now. I will pursue legal action at this point. 
  Sincerely,
  
  Jennifer Walters

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase-8/5/24 from Bed, Bath & Beyond (BB&B)/Overstock. The main item was a 7-piece Outdoor Rattan Furniture Patio Set and a cover for the same. I contacted customer service via email, with messages from BB&B and the "partner." Box 1&2 arrived on 8/7/24 with the ******************* on the boxes. Box 3&4 arrived on 8/14/24 with *************** on the boxes. While all boxes were sealed and undamaged, it was apparent that boxes 3&4 were not new, but repackaged with internal packaging opened. The instructions included in Box 1 showed the item number HW71503. While the 4 boxes contained many parts, including the parts listed on the itemized part sheets in each separate box, there were 17 items missing. We provided the specifics & pictures in the emails. First the "partner" responded wanting HALF the items back-not the whole set, but half-yet claimed they were unable to fulfill the order. If you cannot fulfill the order, why would you need HALF the items back? The set is still listed for sale on the BB&B website despite the "partner" clearly stating that they cannot complete the order because they do not have the parts. When confronted with this information the "partner" states that we should be issued a full refund & DO NOT NEED TO RETURN THE ITEMS. After confirming that this is how we wanted to proceed, a different representative, who clearly did not review the prior correspondence, tells us we need to repackage & send everything back. We were told we would received a full refund in the email chain with BB&B & the "partner" without the need to return these items on 8/19/24. BB&B emailed on 8/20/24 that the refund was successfully processed & would take 3-5 business days. On the 6th business day, I contacted customer service by email & received no response. On 8/28/24 I contacted customer service on the phone & was told that this would be resolved by the end of business on 8/29/24. I received no call back, no email, no refund, & no final resolution.

  

  Business response

  09/03/2024

  To Whom It May Concern:
  The customer was refunded for the set on 8/31.  The refunded amount was $618.73.  The customer had two additional items on the order so a refund of $743.62 is incorrect. 

  The delay in the refund was due to a misunderstanding by the agent who understood that the partner had issued the refund.  

  Sincerely
  Bed Bath & Beyond
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered several items. I received emails stating items were out of stock, one of which was matching. I called and the man overseas said it would be cancelled, no problem, as I ordered in plenty of time and it hast "been assigned a carrier/shipping(. ( No cost. Cabcdlked.) They didn't cancel, because they don't understand Englis, as promised. Now I receive the promised as cancelled items and want $77 to return cheap planters. BTW, the matching pots were shipped that they emailed me, stating weren't in stock. The 2 things I wanted grew not shipped at all. The curtains?? The blanket. They're still selling it, twice now, then an email states it's out of stick. They're system is very messed up. They promised to cancel this entire order. On top of that I see now that in this month returns are free. Regardless of that, I was promised to cancel tgis order, that there was no problem, then I receive it snd they want $77 to return it. Deceitful promises made overseas. I had to tell them I had to order twice because if getting all these items emailed as out if stock, and tgis previous order was promised to be cancelked, then I learned they only cancelled an item, not an order because they don't understand tge different words, order and item, promising to cancel an order. When canceling the 2nd order , he saud was eithin the time eindiw and plenty of time, no shipping set up, that he ensured me both would be cancelled, but if I received anything frim tge first order, not to worry he wrote it in, and there wint be an issue. Wrong. I received the 2nd order, now they want an exorbitant amount to return what should have been cancelled. I want my cancelled item picked up free, as it should have been cancelled as promised by the Phillipines rep. Since they went overseas, the customer service is lying, making promises to cancel, not canceling, and charging outrageous return costs. I have to go gather more copies of emails regarding items sold not in stock, deleted from order

  

  Business response

  09/06/2024

  To Whom It May Concern:

  
  The customer has been contacted by a specialized customer service agent. The return cost mentioned by the customer has been waived by 85%.

  There was one item on the order ********* that the customer thought had been cancelled but shipped out to the customer will be returned by the customer with a free return label that has been emailed to the customer.

  The free returns mentioned in the customer’s complaint refers to a customer with a Welcome Rewards membership. The refund is issued as in-store credit not to the method of payment.

  
  Sincerely,

  
  Bed Bath and Beyond

  

  Business response

  09/09/2024

  To Whom It May Concern:

  
  There was a misunderstanding. In your complaint you wrote: “On top of that I see now that in this month returns are free.”
  My reply was referring to that comment that free returns were for Welcome Rewards members and their refund would be in store credit if they chose to use that free label.

  When your items have reached the warehouse and have been checked in you will receive your refund. It will be placed on your method of payment.
  Once items are returned and refunded a credit will be placed on your method of payment in the amount of $65.00. This credit will take care of all the return shipping fee except $12.50 will be all you will pay for the return. This is being done as an exception for you.

  A label had been sent to your email to return the curtains if you wish to. The return fee has been waived and you will receive a full refund. You will need to take the box to a UPS drop off with the label attached.

  
  Sincerely,

  
  Bed Bath and Beyond

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22219947, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Donna Verducci

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not completed the exchange with the company yet but I asked them to tell me how they arrived at an astronamical return policy but after a couple of emails to them I cannot get an answer. I strongly feel this is illegal as I am now left with an item I don't want but coerced into keeping it. Any help from you would be wonderful. Here is the situation: .Ordered area rug. Chose wrong color. Price was $55.45. Ask for return/shipping form. Company informed me that the cost of returning this item was $22.00 and it would be deducted from my $55.45 purchase leaving me with $33.45. I was stunned. I know I have to pay a return fee but one that is almost half of the purchase of the rug. Of course they are online only so it's impossible to take it to a local branch. I need an intervention from BBB please.

  

  Business response

  08/30/2024

  To Whom It May Concern:

  The return shipping cost is determined by UPS per the size and weight of the item and the shipping distance. 

  The customer can return the item on their own for a full refund.

  The customer will be responsible for the successful return of the item. 

  Sincerely
  Bed Bath & Beyond
  
  

  Customer response

  08/30/2024

   
  Complaint: 22215370
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mary Hansen

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Bed ***************************** concerning a mattress purchase that has resulted in significant dissatisfaction and ongoing health issues. My case number with the company is 30410835.On July 2, 2024, I purchased the Slumber Solutions 14-inch Gel Memory Foam Choose Your Comfort Mattress in the Firm option from Bed *****************************. The mattress was delivered to me on July 7, 2024. However, upon receiving and using the mattress, I discovered that it is not firm as advertised. Instead, the mattress is far softer than expected, causing severe discomfort and back pain that was not present with my previous bed.I have purchased the exact same model of mattress four years ago through Overstock.com, and it was genuinely firm and met my expectations. This current purchase was meant to replace that mattress, but the quality and firmness of this new mattress are not consistent with my previous experience.I promptly reached out to Bed ***************************** to request a return or exchange, but my request was denied. The company has informed me that the mattress is non-returnable for Buyers remorse reasons and that the manufacturer has confirmed that the correct mattress was sent based on a law tag photograph. However, this explanation does not address the core issue: the mattress received does not match the advertised firmness, leading to physical discomfort and unmet expectations.This issue is not a matter of subjective comfort but rather a case of receiving a product that does not align with its advertised specifications.Despite my attempts to resolve this issue amicably, Bed ***************************** has refused to process a return or exchange, effectively leaving me with a product that is unusable and harmful to my health. I find their refusal to address this matter fairly and their reliance on the manufacturers claims to be unacceptable.

  

  Business response

  08/28/2024

  To Whom It May Concern:
  
  The manufacturer is the source for information on the mattresses they ship.  They would know how they label the mattresses and how they confirm the firmness.  
  
  The manufacturer stated, in part : We have verified that the consumer did receive the mattress that was ordered.  The handwritten number 1050 confirms it is a Firm mattress that the consumer received.
  
  The mattress has a 4.6-star rating with ****** reviews.  
  
  The manufacturer has allowed returns when there has been a confirmed shipping error.  Errors are discovered via the Law Tag.   
  
  The return was reviewed by agents, a supervisor and a manager.  
  
  Sincerely
  Bed Bath & Beyond
  
  

  Customer response

  08/28/2024

   
  Complaint: 22207860
  
  I am rejecting this response because:
  
  Sincerely,
  
  Wiltrina Jones

  Customer response

  08/28/2024

  
  Thank you for your response, but I must reject your conclusions.
  
  While I understand that the manufacturer claims to have verified that the correct mattress was shipped based on the handwritten number on the law tag, this does not address the core issue: the mattress I received does not meet the advertised firmness level, regardless of what the law tag indicates. My experience with this product contradicts the manufacturers claims, as it is much softer than the firm mattress I ordered, leading to significant discomfort and back pain.
  
  I appreciate that the mattress has a high overall rating, but product ratings are not a substitute for addressing individual *************************************************************, especially when the product received does not align with its advertised characteristics. The fact that others may have had a positive experience does not negate my valid concerns about the quality and firmness of the mattress I received.
  
  I also understand that returns are typically only allowed when there is a confirmed shipping error. However, this is not a simple case of a shipping errorit is a case of product misrepresentation. The mattress I received is not fit for the purpose for which it was advertised and purchased, and this is a situation that should be addressed by your company, not dismissed based on a technicality.
  
  Given the circumstances and the impact on my health, I urge you to reconsider your position. I believe a company of your stature should be committed to customer satisfaction and resolving issues when products do not meet the standards advertised.
  
  Please escalate this issue to a higher level of management if necessary. I am confident that a reasonable solution can be found if my concerns are given the serious attention they deserve.
  
  Thank you for your continued attention to this matter.
  
  Sincerely,
  Wiltrina Jones
  

  

  Business response

  08/29/2024

  To Whom It May Concern:
  
  The manufacturer is the source for information on the mattresses they ship. They would know how they label the mattresses and how they confirm the firmness.  
  
  The manufacturer stated, in part : We have verified that the consumer did receive the mattress that was ordered. The handwritten number 1050 confirms it is a Firm mattress that the consumer received.
  
  The mattress has a 4.6-star rating with ****** reviews.  
  
  The manufacturer has allowed returns when there has been a confirmed shipping error. Errors are discovered via the Law Tag.  
  
  The return was reviewed by agents, a supervisor and a manager.  The return was denied and is denied. 
  
  Sincerely
  Bed Bath & Beyond

  Customer response

  08/29/2024

   
  Complaint: 22207860
  
  I am rejecting this response because:
  
  I have received your repeated responses, but my stance remains unchanged. The mattress I received is not firm, as advertised, and is causing significant discomfort. The manufacturers assertions and law tag verification do not address the actual issue: the product does not meet the advertised specifications.
  
  I am requesting a full refund, and I expect you to arrange for the mattress to be picked up. If this issue is not resolved promptly, I will be forced to dispute the charge through my bank.
  
  This is my final request before taking further action.
  
  Sincerely,
  Wiltrina Jones
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  08/23/2024

  To Whom It May Concern,
  
  We are unable to locate an account with the contact information that has been provided. There is also no attachment found or us to refer to.
  Please share the email address that was used to place your order, your phone number or the 9-digit order number.
  Sincerely,
  
  Bed Bath and Beyond

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