Complaints

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke on the phone with the merchant after they did not respond to emails requesting to return mattress during trial period. The merchant said they would extend my trial period a hundred days from the date of delivery of a mattress topper. The mattress topper arrived in December. I called in February to try to the return mattress again but they did not honor their extended trial period.

  

  Business response

  06/08/2022

  Hello *******, 

  Thank you for reaching out. 

  You purchased an AS5 Hybrid on 7/4/2021. On 7/30/2021 your mattress was delivered via ***** tracking 281880347200. All 100-Night Sleep Trial's begin from the date of delivery as indicated on our website.  
  
  You were subsequently offered a complimentary lift layer due to discomfort you reported which included a sleep trial extension of an additional 100 night's added on to your ongoing sleep trial. 

  Your sleep trial concluded on 2/15/2022 in consideration of this extension offered (201 Nights). 

  We received your contact on 3/2/2022 after your extended sleep trial concluded. For these reasons we are unable to accommodate your return request in consideration of the agreed terms. 

  Thank you so much for the feedback you have shared and we apologize for any confusion. Please let us know if you have any additional questions or concerns. 
  
  Kind Regards,
  Porsche
  Customer Experience Lead

  Customer response

  06/08/2022

  What you are saying was not communicated to me during the initial call, email or any of my follow up calls in January or February. I was told that my trial would be extended 100 days 'once topper is delivered' as the result of an undetermined delivery date due to supply chain issues.

  

  Business response

  06/16/2022

  Hello *******, 

  To help resolve your concerns quickly we will authorize a return as a one time courtesy outside of our policy and the terms agreed with the use of our website. In the event of any potential future purchases will be honored as our policies dictate at that time. 

  This is due to the communication from Melyssa whom was a new hire, miscommunicated that our extension starts with the delivery of the mattress topper however, is a total of 200 nights.
  
  I can see how the conflicting verbiage created confusion even with the delivery of the topper taking you past total of the 200 nights communicated. 

  You will receive a follow up email communication from our customer support system with the steps to initiate your return. 

   

  Please let us know if there is anything else. 

   

  Kind Regards, 

  Porsche

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a California King ******** from Amerisleep in 9/13/2021 order number *******, the bed was way smaller than it was supposed to be. I spoke with their customer service agent and we agreed that the bed was in fact defective. The sizing of the best was completely smaller than what a standard cal king is supposed to be per their website. The size dimensions are completely off. The bed is very uncomfortable and not at all what was advertised. They asked me to submit for a warranty, they sent wrong directions multiple times and promised that a manager would contact me for a solution. They swore at least 3 times that a manager would contact me and no one has responded. The directions they requested, I submitted but they were the wrong directions provided by the seller. I've asked for a refund multiple times via email and no one has replied. They promised to send me a topper in the meantime, as the bed is so uncomfortable. I have not received anything nor a response from anyone. Based on how I've been treated, and the horrible customer service. I would just like a full refund. I have never experienced anything like this. The customer service is terrible. The fact that they are making promises and do not follow through seems like very bad business to me and fraud. .

  

  Business response

  06/07/2022

  Thank you for providing the photos I requested this morning. Apologies as we were not alerted to your need for a manager contact. 
  
  I reviewed your original photo images with our manufacturing team and have been advised that due to the skewed alignment of the measuring tool you are using the full length of the mattress is not being measured which will create inaccuracies. 
   
  The full and complete measurement of a California King ******** is 72" W x 84" L with an allowable variance of 1.5" per the ISPA. 
  The length and the width of the mattress do meet that regulation of mattress production and therefore would not meet the manufacturer's warranty terms to be declared defective. 
  
  At this time we are unable to accommodate your request for a refund for your product as this became a final sale on January 9, 2022, the conclusion of your 100-Night Sleep trial, per the terms and conditions you have agreed to with your purchase. 
  
  If you still wish to speak with a manager please advise the best time and preferred contact number so that a call can be scheduled for you. 

  Best,
  Porsche
  Customer Experience Lead

  
  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of Dec 2021 we bought Amerisleep Mattr AS5,order ******* ( we had previously bought that same year model AS3,queen, order 2069512)At the beginning of March 2022,we called Amerisleep to ask for an exchange in the mattress..Wanted to exchange the AS5 King,for another AS3 King due to consistent pain in the back..(pain,due to the softness of the mattress..) the model AS3 never gave pain.. On March 28th we received instructions from Amerisleep of how to proceed with the exchange, we provided all photos, labels dates etc they asked for.. At last in April we received the new model.. Then we reached the company by mails on April; asking for the refund ,($600.00 difference in price) which they had assured us, we will have it in our credit card as soon as they got all the requested stuff that we provided them earlier.. Amerisleep opened a ticket claim for us #****** and ******. Emails sent, claiming thepromised refund: april 03, 04,06, 10, 18, 20.. We called them April 19, talked with ****** (***** Area Manager) promises,promises.. Called again two days later.. Same ****** again..he promised and asked for FIFTEEN more days and at the end we would have our refund made directly to our Visa..Well more than 15 days went by already.. Wrote them yesterday again May 6.. and no response.. This is a lack of respect..they are entertaining us.. and NO refund anywhere.. We abide by they protocols,in everything.. and trusted their money back guarantee.. we DID NOT returned the mattress.. we exchange it.. we have bought a total of THREE mattresses from them.. They have not honor their business protocols..Amerisleep owns me, *************************** $600.00 Thank you.

  

  Business response

  05/14/2022

  Hi *******, it seems our associate ***** B is already supporting you here with a newly scheduled pick-up of your returned mattress. Once the pick-up is processed and confirmed, then we can issue your refund. We aren't able to issue a refund until we have retrieved the old mattress which you originally ordered. Once that's done, we will certainly get the refund processed but unfortunately we can't start the refund earlier since you still have the original mattress in your possession.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/25/2022, I purchased a mattress protector from Amerisleep that totaled $90. Nowhere on the website does Amerisleep mention that they carry PureCare products, and neither do they carry this product in store, as the mattress protector in store was personalized to the Amerisleep brand. I finally received the product today 5/3/2022, and did not receive what I was expecting. I understand the return policy, and that this product does not qualify for a return. However, I strongly believe the circumstances here should prove eligible for a return. This is false advertising. I did not receive what I paid for and if I knew what the actual product was that I was going to receive, I wouldnt have purchased it to begin with. Chat Support was useless and aloof, and of course they do not answer their phone.

  

  Business response

  05/04/2022

  Hello Zayne, 

  Thank you for reaching out.
  
  Amerisleep is a mattress & bedding retailer not a manufacturer, the Cooling Protector is manufactured by PureCare and Branded for Amerisleep purchases.Purchases are made by the retailer from the manufacturer and then the retailer sells the merchandise to the consumer. This is common for majority of retailers. The most familiar example of this is Amazon which is another online retailer. 
  
  We apologize for any confusion, and we understand that this *** not be common knowledge for consumers, however, we assure you there is no intention to falsely advertise as we do not claim we manufacture this product. 

  
  With the use of the Amerisleep Website each consumer is agreeing to the terms of their sales contract. All products on Amerisleep are considered final sale once delivered with the exception of the Mattresses and Seat Cushions as these products are eligible for return under our 100 Night Sleep Trial Guarantee. I have provided our return guideline below (as listed on our website). 
  

  Return guidelines
  - Only mattresses and seat cushions within the 100-night trial period are eligible for return. Please note, we require customers to test their mattress for a minimum of 30 nights during the trial period before opting for a return. If you decide you need to process a mattress return within 30 days (before day 31), we'd charge a $99 processing fee for your early return.
  - No unauthorized returns will be accepted.
  - Authorization to return must be obtained from amerisleep.com via e-mail.
  - All returns are subject to approval.
  - Bed bases including the Adjustable Bed+, the Adjustable Bed, and the Platform Bed are not eligible for a return.
  - Other accessories such as our pillows, mattress toppers, bed sheets, mattress protector, and comforter are not eligible for a return.
  
  
  Please advise if there are any concerns with the product that *** effect the intended use, if so I will be sure to appropriately address those concerns, if any? 
  

  Customer response

  05/04/2022

  Thank you for your response. I understand acting as a retailer for mattress accessories. However this was not clearly indicated on your website for the mattress protector specifically. If I had known what brand youd be carrying, I would not have purchased this from you. Explicitly state what product youre carrying. It should go without saying that this information heavily influences purchasing decisions. Im not impressed with the PureCare product as a brand and I definitely feel like Im being forced to use a product i had no opportunity to do my own research on. Im disappointed in this experience especially considering I just purchased a mattress with you all. I hope I never have an issue with the mattress itself because I have no faith in your customer care at this point. 

• Initial Complaint

  04/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed our order for a king adjustable bed on 3/30/22. On 4/3/22 we canceled the order as we decided we did not want the bed. Were told there would be a 30% restocking fee so decided to engage in what the company called a dispute and someone would call me within 24 hours. We never heard back. Have been following up and been told each time that someone will reach out by the end of the day. They never do. In the latest interaction I asked for the refund net of the restocking fee and they said they couldnt do it and only corporate could do it. So to clarify, they have taken $3200 of our money and provided no product in exchange. Thats called theft. I have no choice at this point but to dispute the charge through the credit card company. I want them to refund / release the charges when the credit card dispute comes through.

  

  Business response

  04/21/2022

  Hello ******, 

   

  Thank you for reaching out. I was unable to locate an existing order with the email, phone, or name listed on your complaint. 

  I was unable to locate your order so I can properly investigate and address your concerns. 

  May I please have the email address associated with your order or confirmation order number you would have received one the order was placed? 

   

  Kind Regards, 
  Porsche 

  Customer response

  04/21/2022

  Porsche - The original order was under my wifes name, ******* Rest, her phone number is ************, her email is ********************* the original order confirmation was *******.  The ticket number for our cancellation was ******.  Thank you in advance for your assistance.

   

  ***

  

  Business response

  04/22/2022

  Hello ******, 

  Thank you for reaching out.

  Amerisleep foundations, Adjustable Beds, and all other bedding accessories on our website are considered final sale items once they are delivered. Cancelations for Adjustable prior to processing (leaving the shipping warehouse) will be canceled without restocking feed as indicated in our FAQ/ Terms of use on the Amerisleep website and linked to the automated post sale emails for your order. However, if a base (or any other foundation on our website) is cancelled, after shipment but before delivery, all customers are agreeing for a 30% restocking fee in the event a cancelation is requested with the use of our website. If the item is delivered no returns will be accepted. 

  Your order was placed on 3/30. Shipped on 4/1. Tracking was shared on 4/4 and cancelation was requested same day. As the order was shipped a reroute back to the shipper was requested on 4/5. However, the base was not returned to the warehouse until 4/21. 
  
  Please forgive my personal contribution to your inconvenience as it appears I missed your schedule call on 4/5 due to ongoing Training sessions. 
  
  At this time we will be preparing your refund. In light of your experience I have requested to reduce your restocking fee. Once that has been reviewed and consider I will advise the final amount of your refund prior to processing. Please note with the active dispute we do have to mediate with your bank before the refund can be finalized. 

  Customer response

  04/26/2022

  Thank you for reviewing and working with us.  It sounds like at the end of the day, youre going to dig in on this restocking g fee.  Its a shame because its extremely short-sighted in my view.  The damage of taking customers through this experience far exceeds the benefit of fully refunding the purchase.  Think of the ramifications before you follow through on this.  Not only do you burn a bridge with a customer who will never purchase anything from you again, but now I tell all my family and friends about my experience, many, if not all of which, will never buy anything from you again.  And never mind social media and its power.  I have to believe that you are smart enough to realize that just responding to any negative feedback with we are well within our rights isnt going to cause potential customers that have heard my negative feedback to want to buy product from you.  
  

  Please do the right thing by your customer, not what some policy says or what youre allowed to do.  
  

  ***

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a bundle ************** with the adjustable base from Amerisleep on 3/18. We were told that the base could take as long as 6 weeks, we were very okay with that. Well half of the base (since its a split we were to receive 2 twin XL bases) arrives a week later to our surprise, very impressed, we waited around all weekend hoping for the other half to show. Sunday evening we decided to at least open the one we received, we opened the box and much to our surprise again the boxes containing the parts were completely shredded open and we only had 2 of the 6 legs.. at this point we're like this is bummer but maybe all the other parts are with the other package. I call Amerisleep on monday letting them know the situation and they were apologetic but didn't seem to baffled. She asked if i could send proof of the problems with pictures so that they could replace the missing parts. I follow suite. I go to send pictures and notice a return label from a previous customers. They send a new base covered in animal hair , again a return product label from another customer. We ask for a refund they follow suite claiming it would take **** days, we got a call today 4/16/22, 2 weeks later, with them giving us stipulations on the refund, at this point they can't even give us detailed info on stipulations, which was to return the bases before they can issues the refund. We already thought it was on its way though, this is where we have the problem. Miscommunication throughout the whole process and we personally reached out a few times on the return because they never gaves us details on how to do so. It's been a month of going back and forth with amerisleep customer services. We just want our refund.

  

  Business response

  04/21/2022

  Hello ********, 

   

  Thank you so much for reaching out and the Feedback you have shared.

  We are terribly sorry for the experience and assure you this is not an experience we intend for our customers. As a result of these circumstances we are already in progress of obtaining a new manufacturer and shipper for our Adjustable Bed Base  and we have you and your patience to thank for that. 

  I reviewed your case and determine that a resolution is already in progress as of 4/18 with a partial refund and upgrade to our ********************** Model. 

  We greatly appreciate you willingness to work with Amerisleep staff to correct your experience. 

   

  Please let us know if there are further concerns to address? 

  Kind Regards, 
  Porsche 

   

  Customer response

  04/21/2022

  
  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,
  
  ***********************************
  
   
  

*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. ↩