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Business Profile

Mattresses

Perfectly Snug

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:09/04/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for a mattress topper on 3/18/25 and received it on March 3/27/25 and on 3/27/25 I requested to return the item. On 4/2/25 it was confirmed delivered by ***. I reached out to the company just to double verify and they did not respond. I reached out again to the company to be advised on when refund will be issued and company did not respond. The topper was not used, i just did not like the bulky plugs at the top of it. I followed all of their return instructions promptly but they have not communicated with me. They received their merchandise in new condition and I just want my money back.

    Business Response

    Date: 11/04/2025

    Good morning,

    Thank you so much for facilitating in this matter.  

    Attached you will find screenshots of our conversation with Ms. ****** as well as our full Return Policy including all the places on our website and in our customer interactions where they have opportunity to read it in full. 

    Ms. ***** was sent a response to her inquiry regarding when she would be refunded on the very same business day she sent it, as can be seen in the first screenshot. Her claim that we did not respond must be a misunderstanding, therefore -- perhaps it went to her spam folder. We do acknowledge that her first request was on the Saturday prior (April 5th, two days earlier than her follow up on April 7th - Monday morning), but we do not have a team monitoring inboxes on weekends. We apologize for the inconvenience. 

    In our response we reminded Ms. ***** of the return policy she had already been sent (email conversation also attached) that indicates it can take up to 30 days for our team to complete the product inspection for return. This is because we are a small team, and the same people responsible for building and fulfilling new orders also take care of this. We are unable to process returns before completing an inspection, as it is the case that past individuals have either not shipped back the actual product, returned a severely damaged product, returned an oversized product where excess shipping fees applied as per policy, etc. The delay is in no way meant to slight or harm our customers who have enjoyed a free trial in good faith! We simply have to apply the same policy to everyone. 

    It is also worth noting that while Ms. ***** ordered the ***** Topper without checking that the cord length would be suitable for her. We offered to help remedy the situation with the cords by finding a solution that would work. Ms. ***** did not take us up on this offer and decided not try our ***** Topper, but we are still covering the shipping of her ***** Topper both ways. This is an expense of $400-500USD for a Queen ***** Topper. We believe this shows that we are acting in good faith. A holdback would only occur should we find damage in her return, etc. 

    Ms. ******* ***** Topper has been inspected as of the writing of this email, and there were no issues with it. She will be refunded in full as per our return policy. 

    Thank you again for your time, and please don't hesitate to reach out should you have any further questions. 

    Warm Regards,

    Dusty
    Customer Experience Manager 

    Customer Answer

    Date: 11/04/2025

     
    Better Business Bureau:

    This complaint had been filed prior to the business responding, which occurred on the same day and there was no way for me to cancel the complaint.

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Zorriana *****

Perfectly Snug is NOT a BBB Accredited Business.

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