Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 17th 2024, I made an Online Purchase with AmeriaSleep for two items, a Mattress for the amount of ******* with a coupon for ****** off, so paying ******* for the mattress, I also Purchased a mattress cover for *****, both Items were shipped by ****** I received the mattress cover, Around 12/4/2024 I had not received my Mattress, I began Tracking and calling ****** I aslo called AmeriaSleep and alerted them that ****** could not locate the Packages, AmeriaSleep said they would trace the Package and let me know in a couple of days, I never heard back from ***********, I called them Several more time and was informed there was nothing they could do until ***** located the Package. On December16th I file a dispute with ****** to Ask the seller for as refund of *******, AmeriaSleep , called my a tird to get me to cancel the dispute. the amerisleep vendor told me they had already shipped another mattress, but he would not Provide me with a tracking number. I told him I would not cancel the dispute until I received the new Mattress, the customer service *** said he was going to cancel the shipment and refund only $576.46 USD, of ******* I spent. , I would like a refund of the rest of the Purchase Price of ******

  

  Business response

  01/01/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process. Our goal is always to provide excellent service, and we regret falling short of your expectations.

  
  We are actively working with ****** to address the dispute and find a way to refund the remaining amount of $472.54. Unfortunately, when a partial dispute is filed, it can limit our ability to refund the full amount directly through ******. Please rest assured that resolving this matter is a priority for us.

  
  Additionally, we are working closely with ***** to intercept and return the replacement mattress that was shipped to you. This step is necessary to ensure that the replacement is accounted for and does not create further confusion or delays in processing your refund.

  
  We appreciate your patience as we work toward a resolution.  If you have any additional questions or concerns, please dont hesitate to reach out to us directly.

  Customer response

  01/01/2025

   The money needs to be refunded , and until the  money is refunded this should remain Open, It very easy for AmeriaSleep to send me a check to my home. **** called me on the 23rd of December, and in threat form, either I Drop the dispute, or he would cancel a shipment of another mattress, which I knew nothing about until the call on December the 23rd.  I explained that I would drop the dispute when the second Mattress arrived, I explained I would lose All ability to dispute if I cancelled, he did not care.  he stated he was calling the Shipment and refunding an amount that he knew was incorrect.. ****** has stated that the refund part amount and there side is closed. ****** Stated the AmeriaSleep should have corrected the Amount.  Sincerely ****** T *******

   

   

  

  Business response

  01/07/2025

  Hello all,

  We are pleased to confirm that the mattress has been successfully delivered, and the guest has been invoiced for the remaining balance of the refund. We sincerely appreciate Mr. ******** patience and understanding throughout this process, as well as the opportunity to resolve the matter to his satisfaction. Should he have any further questions or concerns, we remain available and ready to assist.
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently, I discovered that my Amerisleep mattress that we have had since 2019 contains fiberglass. It is all over our mattress and bed frame. I then contacted customer service,and was again told we have never used fiberglass. I said I understand thats what you have been told but my mattress is full of it. I was then brushed off and told well we dont use it so..I then called back again, frustrated to explain that I get that you may have been told the company doesnt use it, but it clearly does (or did) and was then told to email warranty. After sending an email, with video proof, I was quickly told they started being fiberglass free only in 2022. so they lied to their employees about never using it then. Was offered a replacement. It has been days of back and forth correspondence via email with them asking for more and more photos to try and locate this law tag that isnt on my mattress that I never removed. I am getting nowhere with them, due to the fact that my mattress is missing this tag. Regardless of this tag, I have a clearly false advertised product from Amerisleep, have been lied to multiple times before they admitted they did use fiberglass in the past, its ruining my bedroom, its incredibly itchy on my skin everytime I have to move my mattress around to provide them more and more proof, and Im incredibly angry. Especially going on social media sites such as tiktok to see that they will send influencers free product to promote their business, but made actual customers jump through hoops to make anything right. Absolute awful business practice from this company. So buyer beware, their mattresses DID include fiberglass that leaches through the cover, and will ruin your things. And if you cant find the law tag, then you are out of luck. All I want is a replacement like promised, regardless of this tag that I cannot find, because their mattress is leeching fiberglass all over my bed and belongings and I feel unsafe sleeping on their mattress.

  

  Business response

  11/29/2024

  We are working with this guest within our help desk.  Below is a copy of the reply we have sent to this guest for your records:
  
  Hello ******,
   
  Thank you for your patience while weve been reviewing your concern. Weve been working to locate your order or the original purchase details for the mattress in question. However, its important to note that our warranty does not transfer if the mattress was not purchased new from Amerisleep.
   
  To assist with this process, we kindly ask for the following:
  
  The law tag from your mattress: This information is crucial for us to try and identify the purchase.
  Measurements of your mattress: Specifically, please confirm whether it is a King or California King size. This may help us narrow down our search.
  The name of the original purchaser: You mentioned this was a gift. Providing the name of the individual who purchased the mattress could also assist us in locating the order.
  
  Additionally, we want to clarify that Amerisleep began manufacturing fiberglass-free mattresses in *******. Prior to that, there was no official statement on our website or from employees claiming that earlier models were fiberglass-free. All current staff members have been trained with this updated information applying to current models.
   
  If we are unable to verify the purchase through these steps, or if you are unable to provide the law tag, we would be happy to offer a courtesy discount of 40% off the retail price of a new mattress.
   
  Please let us know if you are able to provide the requested details. We appreciate your cooperation and look forward to assisting you further.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Return for mattress that was within the 100 day trial period. ******** was picked up and refund was approved. This occurred on October 14, 2024 and after several emails requesting status of refund, Ive been informed Im in the queue for refund processing. Every day I email and inquiry and every day I receive the same response that refund is approved and Im the queue for processing. Amerisleep must be processing a lot of refunds since Ive been informed Im in the queue with their accounting for 13 days now. I am still making payments on a mattress I do not own and havent owned since picked up for return on October 14th. Im asking for assistance with getting my refund from Amerisleep.

  

  Business response

  10/29/2024

  Thank you for your patience and understanding as we worked to address your refund request.We know how important this is to you and regret the delay you've ************** pleased to inform you that our accounting team has now processed your refund.
  

  Please keep in mind that your bank may need additional business days to complete their part of the transaction and reflect the refund in your account. If theres anything further we can do to support you or if you have any additional questions, please dont hesitate to reach out.

  
  Thank you again for allowing us the chance to make this right.

  Customer response

  10/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business took immediate action from this complaint and has already issued the refund and the refund was immediately credited back to my account. Unfortunately, it did take filing a complaint to the BBB for the company to take notice of my many refund status requests and take action to finally initiate the refund. I consider this issue resolved and thank you BBB.
  
  Regards,
  
  ******** *******
  
   
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Warranty Claim Delay for Defective $1,600 Mattress Causing Physical Harm To the Better Business Bureau:I am filing a complaint against Amerisleep regarding a defective mattress I purchased in December 2023 for $1,600. The mattress, which comes with a 20-year warranty, has developed a serious defectthe top foam layer has separated and slid to one side, making it impossible to sleep on. I filed a warranty claim at the beginning of the October, and it has now been close to 3 weeks without any ************* a veteran suffering from severe back pain and sciatic nerve issues, this situation is completely unacceptable. I have been forced to sleep on a couch, which has significantly worsened my physical condition. The extended delay in processing my warranty claim is causing me additional pain and suffering due to the lack of a proper sleeping surface. Despite multiple attempts to contact customer service, I have received no helpful information. Only after communicating to them that I was going to submit a complaint with the better business bureau did they reach out to me and only to request additional photos, almost 3 weeks after my claim was filed!The lack of urgency and communication from Amerisleep has exasperated my health issues and caused significant physical harm. At this rate, even if the mattress is shipped immediately, it could be several more weeks before I have a proper bed to sleep on. Given the significant purchase price of $1,600 and the 20-year warranty, I expect a much higher standard of service. I urge the Better Business Bureau to intervene and assist in expediting the resolution of my claim.Thank you for your attention to this matter.Sincerely,****

  

  Business response

  10/22/2024

  Hi ****,

  
  We are very sorry to hear about the difficulties you've been experiencing with your mattress and understand how frustrating the delay has been, especially given your health concerns.

  
  Your warranty claim is actively under review by our ******************** and we are working to expedite the process. We apologize for the delay and the inconvenience caused by this situation.

  
  We are prioritizing your claim and coordinating with our team to resolve it as quickly as possible. We will provide an update within the next 48 hours, including a clear timeline for the replacement mattress.

  
  Thank you for your patience, and again, we apologize for any distress this has caused. Please feel free to contact me directly if you have any further questions or need assistance.

  Kind regards,

  *****

  Customer response

  11/04/2024

  I accept their determination to replace my mattress in accordance with their warranty. However I did not receive a response within 48 hours, including a clear timeline for the replacement mattress as the Amerisleep associate indicated in their BBB response. With that said, I am still waiting for my replacement mattress shipping information. 

  Customer response

  01/15/2025

  The manufacturer eventually reached out and did replace the mattress. It took just about a month and a half for it to finally be approved and replaced. Along the way, they initially denied the warranty claim because they falsely assumed that the bed was not supported properly without having ever asked for clarification or additional photos. Upon recontacting the company and asking why it was denied, I provided additional photos of the mattress and the mattress support. Once they reviewed those photos and evidence, they eventually agreed to replace my mattress. Despite having agreed to replace the mattress, it took well over a week for it to ship from their factory to my residence. All said and done, it was around a month and a half of total time without a usable mattress before I had my replacement mattress in hand.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28, 2023, I bought an "Organica" Cal-King size mattress from Amerisleep based on their advertising a 20-year warranty. Around March of 2024, the mattress started to get soft spots on both sides. These soft spots started to get bigger and eventually the mattress became unusable because of severe back pain and sciatica it created.I contacted Amerisleep and talked to ***** via email, reporting the issue. He asked that I start a formal complaint and take various pictures, which I did. I was then contacted by ******** asking to take more pictures, which I did. ******** then emailed me back saying that "Based on the images you've submitted, your mattress does not display a visible indentation deep enough to qualify as a manufacturing defect" and the warranty would not cover it, and once your mattress meets the criteria outlined in our warranty policy, feel free to reach out and we will review accordingly, totally ignoring the fact that we cannot use the mattrass at all anymore. After that, he had the gall to send me a customer satisfaction survey. The measuring techniques I was asked to perform and take pictures of do not show the underlying soft spots and indentations of the mattress. The problem cannot simply be shown by measuring a surface indentation. The 20-year warranty is absolutely useless in my case, and after less than a year, we cannot use this mattress any longer. I was going to accept a replacement hoping for a better outcome, but now I am asking for a full refund.

  

  Business response

  06/12/2024

  Thank you for your feedback regarding your Organica Cal-King ******** and our warranty process. We apologize for the inconvenience and frustration you've experienced.
  
  We aim to ensure all customers have a comfortable sleep experience. Upon reviewing your images and information, our team found no visible indentations deep enough to qualify as a manufacturing defect under our warranty policy.
  
  We understand your discomfort isn't visible in the pictures and regret any distress caused. Our warranty covers specific manufacturing defects, and without visible indentation, we can't honor the claim for a replacement or refund.
  
  However, we value your satisfaction. As a goodwill gesture, we can offer a 50% discount on a new ********. Please contact our customer service team to discuss this option further.
  
  Please note, using a solid, flat surface is essential to avoid such issues. We believe the uneven box spring *** have caused the problem.
  
  We apologize for the inconvenience and appreciate your understanding.

  Customer response

  06/12/2024

  As seen in the numerous photos I provided, it is not a boxspring that we have, it is a box without springs in it that might look like a boxspring to you, and is actually topped with sturdy plywood. Hence the response that the "uneven boxspring" has caused the problem is not valid. The mattress is sagging on both sides and so much so that I am unable to sleep on it. I again reiterate that the indentations and sagging cannot be seen by just sending you measurements via photos, even though there are clear indentations and sagging spots visible in the photos as well.

  As such, I request a full refund, based on the warranty. I would rather avoid going to court over this. 

   

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a problem with their mattress topper it continually slides to the bottom of the bed and pulls the bottom sheet off of the bed. I asked about this before I bought it and was told that it would work great on an adjustable bed

  

  Business response

  12/21/2023

  Hello all,

     We have reached out to this guest and have come to a resolution for this matter.  We are currently refunding a partial amount to this guest.

  Thank you,

  ***********

  Customer response

  12/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  October 6th, 2023 Order #******* Purchase Amerisleep foundation. This was an online purchase. Their website has several references to the following where the details on their foundations are posted: "We only advise making sure the slats are thick enough and wide enough for sag-free support, with no more than **** inches between the slats. Too-wide spaces leave room for the mattress to dip between the slats, causing premature loss of support". They also show pictures which make the foundation appear to have a solid slat base and use the term "slat pack system" as a superior slat system. The spacing of the slats was of premier importance to me as it is recommended by most mattress manufacturers that slats should be no more than 3" apart for a foam type mattress. The foundation that was delivered to me has slats 5 inches apart, almost twice the recommended spacing on their own website. The slats also don't fit well between side railings and have to be forced in. Lastly the box arrived completely beat and ripped up, as was the fabric on the inner side of the side railings. I provided pictures of the box, the ripped fabric and the slats. Because the slats are covered in fabric (however nothing like pictured on their website) it is a little hard to tell but the slats have 5 inch gaps between 3" slats with a total of 10 slats in a queen size 80 inch length. They offered a $75 credit for the ripped fabric and suggested i buy extra slats to fill in the spacing. They also have no warnings when placing the order that their foundations are not returnable and all sales are final, thankfully I did not buy one of their mattresses. Requests to speak to a manage during business hours were denied telling me none were available. Twice i was told they will contact the support team to follow up at what felt like a delay tactic.

  

  Business response

  10/25/2023

  Hello BBB and ******,

     We are currently working with ****** to have this item picked up from her home and a refund issued.  We will update here once these steps are complete.
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress from Amerisleep in April 2023. After using it turns out the comfort and side support has become troublesome for us. In addition, the mattress is causing allergies for my spouse. **************** only provided statements as to what the mattress is able to do and guiding me the 100 day trial period page on the website and stating the policy is very strict and they ****'t do anything. I requested they do a partial refund because the mattress is unusable by me due the medical concerns and they were not willing to do anything at all and stated this is the only solution which is keep the mattress and no refunds of any kind.

  

  Business response

  05/20/2024

  We regret the inconvenience and frustration you've encountered with your recent purchase of an Amerisleep mattress. Your feedback is invaluable to us, and we are committed to ensuring your satisfaction.
  
  We understand the importance of a comfortable and allergen-free sleep environment, and we're truly sorry to hear that the mattress hasn't met your expectations. Our goal is always to provide products that enhance your well-being and quality of life.
  
  In light of your concerns, we'd like to offer a resolution. We are prepared to provide a partial refund for your purchase as a gesture of goodwill and to address the issues you've raised. Please reach out to us directly at your earliest convenience, and our customer service team will promptly assist you in arranging the partial refund.
  
  Your satisfaction is of utmost importance to us, and we are dedicated to resolving this matter swiftly and to your full satisfaction. Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we work to make this right for you.
  
  Thank you for choosing Amerisleep. We look forward to resolving this issue together.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress with a 10 year warranty in 2019 from Amerisleep. 2 years in (2021) it had to be warrantied. 2 years later again, it needs to be. I've sent in all of the photos and documentation they've asked. Both last time and this time they made me strip apart the bed multiple times as they wanted more photos. I even gave them the same escalation photos they asked for last time. They told me it would be 2 to 3 days and I've heard absolutely nothing. I'm a disabled ************ veteran in the main reason I got their bad was they promised it would help my back. Sadly I sink in and there's holes (soft spots) that basically provide me no support..

  

  Business response

  07/21/2023

  Hello all,

    This customer is currently having there warranty claim reviewed and fulfilled.  This ticket was opened with our company on Monday July 17th.  We have been in communications with this guest daily, and are currently waiting a reply from the guest with a current shipping address.

  Thank you,
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 10, 2023, I placed an on-line order with Amerisleep to purchase Queen size Cooling Mattress Protector at a cost of $90.00 (free shipping). I received a confirmation email at 9:24pm on 5/10/2023 and was given an order number #*******. On May 17, 2023, I received an email at 6:13 pm that Amerisleep was going to "up-grade" my order by providing me with a new and improved cover, at no extra cost. "We have some fantastic news for you! As a valued Amerisleep customer, we're delighted to inform you that your recent order for our mattress protector will be upgraded - free of charge - to our brand-new Amerisleep Cooling Mattress Protector!...."On May 26, 2023 the product was delivered with a confirmation email sent at 11:21am. What I received was a fitted plastic sheet! This is not the product I ordered (and this is the 3rd protector from this company, so I know what I should have gotten). If anything, this protector should have **** better than what I had hoped for. On June 6, 2023, I reached out to the customer service department. The representative asked me to send pictures/video of the product. I sent pictures. On June 7th, the company emailed me stating they could neither send me the correct protector or refund me. I was more than willing to send back the one they sent me (at their cost). On June 13, 2023, I called customer service again, this time including a video. On June 15th, I received the same response from the company. " We regret to inform you that the waterproof mattress protector is a nonreturnable item, as stated in our return policy. This policy is in place due to hygiene considerations and to ensure the highest standards of cleanliness and customer satisfaction. We understand that this news may be disappointing, and we genuinely apologize for any inconvenience it may have caused you."They made the mistake and need to make it right. I did NOT change my mind.Your site would not allow me to upload the video.

  

  Business response

  06/16/2023

  Re: BBB Complaint ID: ********
  
  Dear *************,
  
     We are writing in response to your recent complaint filed with the Better Business Bureau regarding the refund for your purchase. We sincerely apologize for any inconvenience or frustration this matter may have caused.   After a thorough review of your case, we understand the importance of resolving this issue to your satisfaction. We take our commitment to customer satisfaction seriously and would like to inform you that we will honor your request for a refund.
  
     We apologize for any confusion or delay in processing your refund initially. Our team has taken immediate action to rectify this situation, and we are currently processing your refund. You can expect the refund to be issued within 5-7 Business days. We will also reach out to you separately to provide more specific details regarding the refund process.  At Amerisleep, we deeply value your business and want to ensure that you have a positive experience with our products and services. We appreciate your patience and understanding throughout this process, and we apologize once again for any inconvenience caused.
  
  Should you have any further questions or concerns, please do not hesitate to contact our customer support team at **************. We are dedicated to resolving this matter to your complete satisfaction.  Thank you for bringing this issue to our attention, and we appreciate your understanding as we work to rectify the situation. We remain committed to providing exceptional service and addressing any concerns promptly.
  
  Sincerely,
  
  ************************
  Amerisleep

*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. ↩