Complaints

• Initial Complaint

  28/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  11/19/2023 - Mattress, mattress topper, protector pad and sheet set ordered and paid in full. I was informed at the time of purchase that delivery for custom orders is generally 6-8 weeks and that if there were any issues with comfort, the products could be swapped for a different firmness.01/30/24 - 03/24/24 - Production and delivery delayed without notice from vendor. Numerous emails required to vendor to chase down new delivery date. **** chargeback applied to order due to lack of delivery and poor communication from vendor regarding delivery time.03/24/24 - Mattress, mattress topper and sheet set delivered. Mattress protector pad not delivered with rest of order. Informed product "back ordered" and would now arrive within 1.5 months. **** chargeback reversed.06/03/2024 - Vendor confirmed mattress topper would be exchanged for new one of different density.06/24/24 - Mattress protector pad still not delivered.14/10/24 - Emailed vendor to ascertain when mattress topper will be delivered. Their response sent 17/10/24:"We sincerely apologize for the delay with your order. Please know that we are currently working on the final details to ensure everything is perfect. It will be ready very soon, and we will notify you as soon as it is."10/28/24 - Now nine months after the purchase date, the mattress protector pad remains undelivered, notwithstanding the 6-8 weeks' lead time provided at the time of purchase. Almost two months after I was informed the mattress topper would be exchanged for a new one, no delivery date has been provided by the vendor for the new protector pad. This vendor has poor communication, inaccurate lead times, and fails to honour their product warranties. I am tired of chasing delivery updates and want to return the mattress topper for a refund and cancel the order for the protector pad.

  Customer response

  28/08/2024

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

  Business response

  05/09/2024

  Dear *****,
  
  Thank you for sharing your feedback regarding your experience with us. Please believe that we take our reviews very seriously, as a local business in ********* for over 20 years, dedicated to creating better and safer places for people to sleep.
  
  Our 100% Certified Organic products are of the highest quality, beautifully handcrafted, and custom-made. Our seamstress, *****, is truly a geniusno one can sew better than her, and we've proven that through the loyalty of our customers who return to purchase more of our products. We have a strong reputation for our high-quality goods.
  
  Regarding our delivery times, we sincerely apologize for taking longer than initially promised. As a small business, it can sometimes be challenging to align with our suppliers, and most of our delays are due to supplier issues. For instance, the 100% organic wool protector pad, which you have not yet paid for, has been significantly delayed. We've communicated this to all affected customers, who have been very understanding and know that this product is worth the wait.
  
  As for the complimentary exchange of your topper, this also takes time, as we must reorder the new latex piece from our suppliers. We are a proud, women-led local Canadian business, but we are a small team that has undergone many changes in recent months. This is not an excuse, but it has taken us some time to catch up and train the new members of our small yet wonderful team.
  
  This past week, we have attempted to contact you via email three times to arrange the delivery of your complimentary topper exchange, but we have yet to receive a response. As a result, we are unable to proceed with the delivery until we hear from you.
  
  We appreciate your feedback and will take it into consideration. We look forward to hearing from you soon so that you can enjoy your newly gifted topper with the desired firmness.
  
  Kind regards,
  The inBed Organics Team

  Customer response

  05/09/2024

   
  Complaint: 22208221
  
  I am rejecting this response because:

  1. The business has not communicated to me that the mattress topper which has been paid in full in November, 2023 is ready for delivery at this time. Specific written confirmation to that effect is required. I do not want to waste my time receiving further false assurances from this company regarding expected lead times or target delivery dates (or defensive communication regarding the reason for delay, the length of time the company has been in business, the gender of the proprietor etc, all of which is utterly irrelevant). Either the topper is ready or it isnt.

  2. For context, the mattress protector pad was paid for in full along with the other items in November 2023, therefore it is misleading for the business to state this product was not paid for. After this business failed to deliver the product within the agreed-to time frame (or at all), I initiated a **** charge back which I subsequently reversed, except for this item which was not delivered and for which the vendor provided a refund.

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

• Initial Complaint

  17/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They were initially friendly and helpful in the retail store. We placed an order for two mattresses, which were to be delivered in 3 weeks. One of these was for a guest room and we learned that one of our family members has a severe latex allergy and unfortunately the latex bed was not going to work. I called and spoke with the owner (Jem) on Feb 12, who was understanding on the phone and agreed we would cancel the order for the one mattress, deferring to her sales associate (Priyanka) who would follow-up with the details and arrange the refund. After about a week we finally heard from Priyanka who informed us via email on Feb 19 that they would be refunding the second mattress, less a 10% "admin" fee. We were surprised at the admin fee (given we still hadn't received anything and the mattress had not been manufactured at the time of cancellation), but agreed. A month went by (6 weeks post order) at this point and we still hadn't seen the refund come through, or any follow-up on delivery of the other mattress still on order. I inquired by email and a new staff member said they were the replacement for Priyanka and had no record of the cancellation/refund. We traded many phone calls and emails and spoke with Jem (owner), who said "Yes we agreed to that, but "too bad, we're no longer going to honour the refund" it and you must use it as a store credit instead, proposing that we buy $3000 worth of sheets from them rather than get the agreed refund on the cancelled mattress order. So we're a month a half post ordering, out $6000 with no mattress(es) to show for it and some of the worst customer support I have come across.

  Business response

  26/03/2022

  To Whom it May Concern,
  We would like to respond and dispute in regards to our customer ******* ****. 
  Order Date January 28th for $5905.88. He himself used his credit card with our ***** terminal . He wanted 2 King mattresses custom made, he wanted something we have in stock on the same night as he stated that he just moved into the new home and he had nothing to sleep on. 
  It was made very clear that he is getting 15% off on both mattresses because he was buying two mattresses. Please see the attachment of the invoice.
  8” Mattress - He picked up a new mattress on the same day of purchase and had the option to exchange the inside core of his mattress if the customer wanted.
  
  9” Mattress- Second mattress, he picked 6” of cores on the same day, we were just going to deliver 3” and a cover to make his whole mattress ready. 
  On February 12th, we received a call after 16 days from ordering, when the order was nearing completion . The customer was not truthful while stating the owner agreed to do the refund over the phone. It was mentioned that we will have to consider what to do because we have a store policy that is No refunds, Exchange only. Please see attachment of the invoice.
  This policy was stated very clearly on the invoice that the customer had received. Also, when he made the payment at the terminal we had a sign at the payment desk that states our store policy. 
  We are a custom made mattress and bedding store. Our vendors do not give us refunds, so we cannot offer refunds to our customers. However, we will exchange.
  Please see attached invoice and attachment of our Warranty page.
  On february 19, we gave the customer an option to make their mattress without latex if allergy was the issue and also we discussed with the customer saying that if we were to refund, there will be a cost that we incurred that we would need to consider. We mentioned the restocking/admin fee in that email. The customer never agreed nor did he want to discuss the 15% discount based on volume pricing of two mattresses nor the credit card charges we incurred. 
  Customer has been demanding and trying to bully us with each call and email to do what he wants with no regards to discussion or our store policy.
  The customer has given a google review, where he is making a claim that he spent $6000 and he has no beds. The truth is he has one of the King mattress and a part of the second King mattress since January 28Th and is being fraudulant by claiming the full amount of his purchase when he has most of his order in his house.
  
  
  We were trying to do his delivery but he demanded that he will not accept the delivery until we issue a refund for the second bed. Please refer to the email attachment.
  Their could be a possibility that customer knew if he ordered two mattresses, he will get volume discounting but he will cancel the second later.
  
  Tell us why here...

  Customer response

  28/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response from the business is not truthful or accurate and does not resolve the complaint. At this point (two months from order) I have not received either mattress or a refund as was previously agreed.
  
  
  These are the full details of the order and what was "received".
  
  
  This was the order:
  Mattress #1: 8" King Mattress, 6" of Medium & Medium-Firm split, 2" of Soft, Cotton case.
  Mattress #2 (Cancelled on Feb 12): 9" King mattress, 7" medium and 2" Soft, cotton case.
  
  When we placed the order, the following was provided:
  A) 1 8" mattress cover/case that was in stock. 
  Above filled with "temporary" soft foam provided (2" Medium Firm bottom, 2" Medium middle, 4" Soft top) from demo/showroom stock - not the medium/medium firm that was on the order as it was not in stock and Priyanka was going to swap this when it was available. This was never intended to be the final product - the vendor proposed to provide this temporarily because they were backordered on the actual product, quoting that it would arrive in 2-3 weeks and be swapped out.
  
  B) Two loose pieces of 3" foam, both medium. Was to be swapped when the second mattress was delivered.
  
  We spoke on the phone February 12 and cancelled the order for the second mattress due to a Latex allergy, confirmed in writing by Priyanka that it was cancelled and would be refunded (less a 10% "administrative and restocking" fee).
  
  
  After cancelling this, we purchased another non-latex king mattress from another vendor, which was delivered shortly thereafter.
  
  We weren't informed that the business didn't intend to honor the cancellation until nearly a month later when we inquired as to the status of the delivery of the first mattress and the refund on the second. 
  
  
  Sincerely,
  
  ******* ****

  Business response

  09/04/2022

  Regarding the email that Priyanka sent she was incorrect to send that email and I did contact the customer in regards. Not only did he decline any restocking fee and admin fee he also refused to acknowledge he was given a 15% discount based on volume. He was given an option for a wool bed with no latex or store credit. We have policies we have followed for 17 years. 

  Customer response

  26/04/2022

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

   

  The vendor confirmed they were refunding the second mattress both verbally and via email. I didn't hear otherwise (that this was a "mistake" and they "decided not to issue a refund") until nearly a month later when I reached out to them. In the interim we had already purchased another mattress elsewhere since they confirmed the refund.

  
  

  In all, we have neither of the two mattresses we ordered many months later and are out the nearly $6000 we spent with nothing to show for it.

  
  

  At this point to resolve this issue we want either:

  a) The one mattress still on the original order to be delivered, and the second refunded as promised, or;

  b) A complete refund of the purchase price.

  
  

  Thank you,

  *******

   

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

  Business response

  26/04/2022

  We stand behind our store policy that is on the invoice and at the payment terminal at work, which is clear no refunds only exchanges. The customers invoice clearly states also that he was given 15% off for purchasing two mattresses. The customers has one mattress in his house and it comes with no charge exchange as explained at the time of purchase. It is false to say that verbally he was told he could refund. The customer just does not want to accept our store policy. The email was misleading by the part time employee and the 15% discount was not even noted. Perhaps because Priyanka speaks English as a second language. We would like to deliver the second mattress (this includes the exchanges of density) or have the mattress returned by the customer to our location where he picked it up.

  Customer response

  30/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  The business acknowledges that their employee cancelled the order of the second mattress and confirmed it was being refunded (this was both verbally and in writing, the email attached to this complaint). In the response below, they now claim this was because either "the employee was part time" (?) or "English was their second language". In any case, there was no notification to me as a customer that they were not going to honour this until a month later. In the meantime we purchased another mattress elsewhere. So while mistakes happen (if clearly stating a refund was coming was indeed a mistake) it is not my responsibility and the retailer must honour the agreement.
  
  With regards to the request below to return the temporary foam pieces to the store, I am more than happy to do so. I have requested now for over a month that they pick them up at their convenience, but I can certainly arrange to get them to their store, if that means they will be issuing a refund?
  
  If those are returned to the store, will a full refund be issued?
  
  
  Sincerely,
  
  ******* ****

  Customer response

  04/05/2022

  Hi ****,

  It was first discussed on the phone on February 12th, then followed-up with the attached email from Priyanka on Feb 19th and confirmed by phone shortly thereafter that we indeed wanted to proceed with the cancellation and a refund less 10%. Please see attached screenshot - last line "if you still want to cancel we have to deduct 10% off for restocking and admin fee because your order has been processed".
  
  Regards,

  *******

  Business response

  04/05/2022

  Our policy as written on the invoice states no returns but exchange available. Because English is the second language of Priyanka she wrote a confusing email. We also offered 15% off the mattresses if he purchased two. The customer took one mattress home and pieces of latex for the second. He wants to return the one in his house and have us delivery the other. He is not honest in his dealings but asked for volume pricing and cancelled with Visa the entire order. He still has the first mattress and extra latex at his house. We can make a latex free mattress that is still certified organic as mentioned and he can exchange for non like items if he likes. He would need to return the extra latex pieces of course.

  Customer response

  08/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  I do not have either of the two mattress ordered here, that is completely false. When I purchased the mattresses, the vendor said they were out of stock but would deliver in 3-4 weeks (this was over 3 months ago now). All they had in stock at the time was one mattress cover (which I have and have no requested to return). They also offered and provided some sample foam pieces from the showroom in place of a mattress which they were to pickup when they delivered the actual mattresses.

   

  This never happened and as a result all we have to show for our $6000 purchase is one mattress cover and a couple pieces of their foam sitting in the corner which they refuse to pick up.

   

  The previous message asked if we could return these to the showroom. As I said, I am happy to do so - but will a refund actually be issued at that point? The vendor also brought up a quantity discount for ordering two. This was never explicitly discussed, however I am willing to accept subtracting that discount if they refund the mattress which was cancelled on Feb 12 (and deliver the other mattress).

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

  Business response

  10/05/2022

  We stand with our policy, of no returns, exchange only. In the last 7 months Canadians have seen how stores have put into place policies that some of us would not agree with, such as masks or no service. We have a right as well to have a store policy for our custom made mattress store. It has been the policy of ours since 2005. The customer can have a mattress without latex as we make certified organic wool mattresses, as well as latex rubber mattresses. This offer was made but ignored. The customer took home new ( not showroom items) from our inventory. The customer took a zippered fabric encasement made with silk wool blend and pure latex rubber king size cores to customize the mattress. The customer has made many demands and we did feel bullied and disregarded on terms, from the beginning. The customer just refused to accept our policies. The customer also refused delivery on the date of delivery even though the delivery team was on their way. The latex rubber cores can be exchanged and that was the plan in the beginning as the customer had no mattress at all ( I believe because he was moving into a new home). He took the king mattress and latex cores for the second king mattress on the day of purchase. We had the case custom made and the latex rubber cores custom ordered. Our vendors do not take returns so we also offer the same, no return policy for custom products. We can make the second mattress with certified organic wool and the same king silk wool blend encasement as ordered, as well as, exchange any latex rubber cores to softer or firmer, as a one time only exchange as our website states.

*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. ↩