Complaints

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from this company on 6/10/22 and payments began 7/13/22. The mattress was advertised and purchased as new. However, I received a USED mattress with the tag already removed, which is illegal. The mattress return was initiated 8/29/22 (before the 100 night trail with a full refund was over). The mattress was returned on 9/17/22 (picked up by one of their companies that takes the mattresses). As of today (10/25/22), I have yet to receive my money back. I have made multiple calls and emails with the company and we are getting nowhere. The mattress is no longer in my possession, I want my money back now. There is absolutely no reason for this. I was using Klarna for my payments and I stopped the autopay so this company would not receive any more money from me. ****** keeps saying Ive missed payments because this company has yet to cancel it on their end. This could go against my credit.This company is a fraud and a scam. I will make it known to everyone I know that this company does not deserve anyones business. But before I do that, I want my money back. In addition, I will be reporting this to the Attorney General.

  

  Business response

  11/04/2022

  Hello ******,

   

  Thank you for reaching out. Our deepest apologies for any inconvenience as this is not the experience we intend for our customers. Your refund has been processed as of 11/3 at this time, an email notification has been sent by our ********************* as well. 
  
  Per Klarna Terms & Conditions agreement for financing, credits for refunds and returns are not treated as payments; you must still make the Minimum Payment Due in a Billing Cycle during which your Account received a credit, unless the credit reduced the balance to zero.
  
  For payments made with Klarna financing, your refund will be processed to your original form of payment based on the payment plan chosen. For full refunds, youll be refunded for the amounts paid towards the returned item(s), and you wont be charged for any further payments for that particular item. For partial refunds, well be deducting the amount from the total amount due. This just means youll be able to complete your payment plan earlier as Klarna will adjust your payment plan based on the partial refund amount (however, your monthly payments will still remain the same as the partial refund will apply towards the later months in your payment schedule).
  
  Please let us know if you have any additional questions or concerns. 

   

  Thank you for your patience as we worked to complete your help ticket. 

   

  Kind Regards, 
  Amerisleep 

  Customer response

  11/09/2022

  Id still like to make it known again, that I received a used mattress, advertised as new. This place is a scam. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Amerisleep is not issuing me the refund I am owed for a mattress I returned to them (and provided all necessary documentation of the return for them) over a month ago. I have been following up and and been told its still processing but its been more than 15 business day time frame they promised and I am still waiting on the refund of over $1400. I returned the mattress on august 22 and shared the documentation with Amerisleep on august 28. Its now October 18 and I am concerned this company is just going to try and keep my money.

  

  Business response

  10/19/2022

  Hello ****,
  
  Thank you for reaching out. 
  
  We've encountered a system issue that prevented several pending refunds from appearing in the processing queue. This has caused an increase in pending refunds and has extended our normal processing time. 
  
  Please note the previous email from our support team advised that refunds may take up to (15  business days Monday-Friday, not including weekends/holidays) to process. As indicated in our last email, your refund was prepared and added to the refund queue to process on 09/27/2022. All refunds are processed in the order they are received. Your refund will be sent to your bank account anytime between now and, at the latest, 11/09/2022. Once your bank facility has received the refund, it will reconcile the funds into the most recently active account. 
  
  As of 10/18 5:39 PM AZT, accounting reported this order is expected to be refunded by the end of this week. 
  
  We believe the system issue has been resolved, and our team is working diligently through the backlog as quickly as possible. We ask for continued patience while reconciling this matter and greatly appreciate your patience thus far.
  
  Please let us know if you have any additional questions or concerns.
  
  Always Appreciated,
  Porsche
  Amerisleep |************
  Monday-Friday| 9 AM - 6 PM MST

  Customer response

  10/20/2022

  
  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

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April, I purchased a split king *** frame and 2 king ********** for use on the frame. Within the 100 days, I requested to return the **********, the frame was not eligible for return. A new king ******** was ordered that cost less. The old ********** were picked up on August 16. On August 19, I received an email saying the refund would be processed. I did not receive it. I received another email on September 8, after I made a phone call, saying they are sorry for the delay and will process the refund. I did not receive the refund and called again. After this call, I received an email from a supervisor saying the refund for ****** plus tax would be processed.I still do not have the refund. I have made at least 5 calls checking on the refund that have not produced results. Emails to the supervisor have not been answered. I need this money to be returned to me.

  

  Business response

  02/21/2023

  Hello ***, 
  
  Thank you for reaching out. We are terribly sorry for the delays in handling your refund processing, as this is not the experience we intend for our customers. Due to a system issue and payment processing restriction, a refund check was printed and sent on 11/8/22. We appreciate you allowing us the opportunity to serve your sleep needs and hope you are enjoying more restful sleep. 
  
   Thank you for your purchase. 
  
  Please let us know if there is anything else. 
  

  
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mattress for $2,259 on June 28, 2022. Returned it unused in July. Have called and/or emailed them 5 - 10 times and every time they tell me the refund is being processed. It has been almost 3 months and still no refund. This is obviously a pattern for them given the prior complaints on here. Refund my money.

  

  Business response

  10/12/2022

  Hello, 

  Thank you for reaching out. We deeply apologize for the processing time of your refund. We'd encountered a system issue that prevented several pending refunds from appearing in the processing queue.

  The order 2075465 I found associated with your address has been refunded. Your refund was completed as of 11:55 AM MST  today as indicated in our email, in the amount of $2149.00 for the return of the AS5 **************************************** you are having issues locating the funds please contact your banking facility for further information. 
  
  We appreciate your patience and allowing us the opportunity to serve your sleep needs. 

  Please let us know if there are any other questions. Thank you. 

   

  Kind Regards, 
  Amerisleep

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BBB, please help! Amerisleep is not a trustworthy company, and refuses to refund my money, despite returning the ******** and providing all required documentation. In June 2022, I purchased an AS3-Hyrid King ******** (order #*******). Within the authorized return window, I decided to return the ******** and purchase a different one of another firmness. I opened a return request (#******) and began the process. As requested by the company, I provided pictures of the ********, coordinated with the authorized third-party to pick-up the ********, and submitted all the required paperwork to Amerisleep on 10 August 2022. I had to call Amerisleep numerous times to get them to acknowledge via email on 29 August that the return was complete. Amerisleep said it was "coordinating" my refund. On 1 September, I contacted Amerisleep again to inform them I still had not received my refund. Not until 7 September did Amerisleep respond, and again, simply stated that my refund was coming, but that it could take up to 15 days for them to start the process of contacting my bank. On the evening of 27 September, I called the company stating that I still had not received the refund and that tomorrow (28 September) was the 15th day. As of the night of 28 September, I still have not received the refund, nor does my bank indicate there is a pending transfer (refund). PLEASE HELP! I returned all merchandise on 10 August but I still cannot get my owed $1,549 dollars on 28 September! Documentation attached.

  

  Business response

  10/03/2022

  Hello *****,
  
  First and foremost, we are deeply sorry for the delay in processing your refund. We've encountered a system issue that prevented several pending refunds from appearing in the processing queue. This has caused an increase in pending refunds and has extended the processing time we previously communicated.
  
  We believe the system issue has been resolved, and our team is working diligently through the backlog as quickly as possible. In light of your experience we have requested priority processing and your refund is expected to be sent to your bank within the next 72 hours. 
  

  We ask for continued patience while reconciling this matter and greatly appreciate your patience thus far.
  
  Please let us know if you have any additional questions or concerns.
  
  Always Appreciated,
  Porsche
  Amerisleep |************
  Monday-Friday| 9 AM - 6 PM MST

  Customer response

  10/05/2022

  
  Better Business Bureau:
  
  Thank you for your help in working towards a resolution. After you contacted the company, I received a response from them. Unfortunately, the company provided an excuse and asked for continued patience. I replied to them that I already drafted a complaint to the ****************************** of the ******* state attorney general (the state where the company is headquartered), and that I would submit the complaint if the refund wasn't initiated within 3 days. Magically, all the challenges I faced from 10 August to 3 October were suddenly resolved, and I received my refund within about 12 hours of sending that email. 

  Thank you again for your help. The issue is now resolved.

  The sad irony of all of this is that I told Amerisleep the day I began the return process (in late July) that I immediately wanted to use the refund to purchase a different model of their mattress line. I obviously will no longer be doing that.

  
  *************************
  
   

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is so awful. Stay away!!!! I purchased a bed frame that was originally about $1200 however with a promotional discount I got it for $700. This is for the Amerisleep Bed Frame without the adjustable base. Now I normally don't buy expensive stuff like that but because I wanted a snug fit for my mattress (which I also bought from Amerisleep) I went ahead and purchased it. To me the frame was definitely not worth $700. It was no different from the bed frames you can get on Amazon. But the color was nice so I decided to keep it. Within a month I heard a loud bang from underneath the bed and it turns out that it was the middle legs that holds up the mattress. There are 3 plastic legs that hold up the bed frame that of course they don't show on their pictures. Anyways, these cheap plastic legs would tilt every time i would move since I have hardwood floors. Then the wood on the base would come out of its place (a small socket) and slowly all of the wood on the base would fall out. If one wood piece falls out then it's unusable bc then the others will follow in a matter of seconds. I asked for help and eventually they sent me a pair of legs after 3 weeks and they never told me it was on its way. They also sent me 2 pieces instead of 3 at this point I was exhausted with dealing with such a company. I tried changing the 2 piece they sent over but it's just the way the frame was built. I tried those furniture placement holders but it doesn't really work for those plastic pieces. And about a week ago I decided to post my review on their website thru the link they sent to my email, that would eventually be posted on their website. Nothing!! I checked back for days and nothing was posted. I sent an email asking about my review but clearly they've chosen not to post it because i had given them a 1 star. Then I get an automated email from a *********** or ********* that said rate our customer service without addressing my main issue SMH.

  

  Business response

  08/30/2022

  Hello ********, 
   
  Thank you for reaching out. 
   
  First & foremost, my deepest apologies for the issues with your Amerisleep Bed Frame.  
   
  I have taken over your help ticket at this time and will help provide you with your desired resolution. 
   
  I have submitted your request to refund the platform Bed Frame or exchange it for the Amerisleep Adjustable Bed Base+.
   
  To help advocate your concerns, quickly resolve your help ticket, and work with our production warehouse, may we please have new photos of the issues you are experiencing after the replacement center leg support was provided on 7/11/2022? 
   
  What We Need: 
  1 photo/ video displays your current Bedroom setup with the Bed frame in full view. 
  1 photo/ video of the center leg support in its current state.  
  Once the requested documentation has been received, I will add it to the communication I have already sent requesting your desired outcome to help illustrate the concern. 
   
  We appreciate your cooperation and continued patience while we work to resolve your help ticket.  
   
  Please let us know if there is anything else. 
   
  Kind Regards,
  Porsche
  Amerisleep |************
  Monday-Friday| 9 AM - 6 PM MST

• Initial Complaint

  08/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  HiI ordered an AS1 mattress from Amerisleep on June 1st, 2022 with Order number (#*******).There wasn't any tracking number for the shipping attached on placement of order.I called their customer care on 7th June where they told me that the order hasn't been shipped yet. They clearly stated that they provide a tracking number few days before the delivery but they didn't provide any.I received a tracking number on email 13th June, 2022 which said that the mattress was already delivered but I neverreceived any. On the same day I called their customer service (#************** to ask for an update and they responded that there might be some confusion on the tracking and they shall investigate and ensure that the mattress will be delivered soon with no action item on my end.I again called their customer care where the agent said that the mattress was delivered at the wrong address and they are shipping a new one and I shall receivean updated tracking number soon. I did not receiveany update nor the mattress from the company.On 10th August, they sent an email where they refused to provide the mattress or the refund.I look forward to getting this matter resolved ASAP.Thanks,- - ******

  

  Business response

  02/21/2023

  Hello ******, 
  
  Thank you for reaching out. We apologize for any inconvenience. 
  
  According to our interaction history, an email was sent on 6/13/22 with tracking. The delivery was completed earlier than the estimated delivery originally provided by ***** carrier system on 6/11/22. We received a phone contact on 6/13/22 from you advising that the package was not received and a lost package claim was initiated with the carrier for your order. We received a response from ***** after several transmissions with our logistics advising the claim was denied and the package was found successfully delivered which was advised to you on 8/9/22. A replacement was offered pending the receipt of a replacement report for theft of the delivery was filed and shared with our customer service department. We received no response from our contact and your help ticket was ultimately timed out due to no response. 
  
  Thankfully we were able to make contact with you again on 9/12, the police report was obtained, and a replacement was delivered on 9/25. We appreciate you allowing us the opportunity to address your concerns and thank you for being a loyal customer since 2020.  
  
  Please let us know if there is anything else. 

  Customer response

  02/21/2023

  
  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

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased full King *** kit came with adjustable ***s , mattress are 2 twin XL. One of the mattress has sunk in, its sunk in 1 inch and causing me back pains. Called amerisleep for warranty and they sent me over instructions on how to submit the claim with all required pictures and angles. Sent all required photos on July 28th 2022 , after more the a week with no response I sent a follow up email asking for an update on August 8 2022. I have yet to receive a repone with the warranty. After spending more thank ***** on a *** I expected better customer support

  

  Business response

  08/12/2022

  Hello Nosdiel, 

  Thank you so much for reaching out. 

   

  Our deepest apologies for the delay in response due to high demand. All customer inquiries are addressed in the order they are received.  I have requested to have your claim review as priority at this time to expedite the resolution of your help ticket. 

  You should receive an email update by the end of the day if you have not already. 
  
  We appreciate the opportunity to address your concern. 

   

  Please let us know if there is anything else we can assist you with. 
  
  Kind Regards, 

  Porsche 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a King ********** online on 6/3. Item arrived in torn/damaged box. Foundation and pieces were completely covered in wood shavings/powder. All ********** materials also had a toxic glue smell that did not dissipate. Foundation came with an instruction pamphlet for a Queen size (NOT a King). The thin slats, ***** and pieces did not even match the instruction photos/booklet. After trying to put the pieces together, the ***** was unstable, wobbly, uneven and boards fell through the gaps as the pieces did not fit across the ***** (and not as originally advertised). Tried using the ***** for a few nights which led to severe neck/back pain never experienced (from the defective ***** and thin uneven boards moving/fall into gaps causing the mattress to sink). Attempted to call Amerisleep several times week of 6/6 for immeidate refund and pickup of their defective *****. Could not get through as their phone system will put you on hold for *****+ mins and then disconnect; this has been an ongoing problem every time I have tried to call them. I finally had to call a store associate to put me in touch with their CS team, and I have had to go in person to a store out of state to get any kind of response. Have continuously chased Amerisleep by phone (*****+ call attemps) and email (on #** to date) with no resolution (proof of phone record and email history available upon request). I have been asked to submit multiple rounds of the same pictures, videos (stating/showing same issue) and then told weeks later they failed to submit to their team for review and the ticket closed. I was also accused of not putting together the ***** correctly when the pieces and instructions do not even match what was sent or advertised, and their CS team cannot even tell that they still sent me the same instructions for the Queen ***** when mine is a King that looks ********************** *****. How can I have a replacement when it is the same exact faulty product? More details to add to this

  

  Business response

  08/04/2022

  Hello Jen, 

  Thank you for reaching out. We deeply apologize for the delay in response due to the volume of requests we have received while handling your case. 

  The experience you received as a result of the carrier mishandling your package is not one we intend for our consumers. We appreciate you allowing us the opportunity to make it right. 

  I see that we have successfully reviewed and resolved your help ticket as of today 8/4. 

  Tracking has been shared for your replacement foundation via your email help ticket. 

   

  Thank you for allowing us to serve your sleep needs. 

   

  - Amerisleep Team 

  Customer response

  08/04/2022

  
  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

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the AS3 Hybrid on Apr 20, 2022 as well as a bed frame & 2 Flex Pillow. On June 29 I sent a request to return the bed as the coils are pushing out the side. It is within the 100 day return guarantee. I have received no reply when send to their email address **************************** I sent in 6/29 & 7/4.

  

  Business response

  07/08/2022

  Hello Whitney, 

  Thank you so much for reaching out. 

  We see that ******* was able to handle your request as of this morning. 

  All of email help tickets advised it may take 2-3 business days(Monday-Friday not including weekends/holidays) for our initial response. There was a slight delay due to the big sale & short staff however, your request is being handled. 

   

  Please let us know if you have any additional questions or concerns. 

   

  Best, 

  Porsche 

  Customer Experience Lead

   

*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. ↩