Complaints

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.

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  *** ordered a mattress topper from sleep on latex through ******. The mattress was damaged and defective. Ive tried to box the item up to return it, but it does not fit in the box. Ive went to *** and ***** to get the biggest box they have available and it does not fit the topper. The topper arrived vacuumed sealed and its impossible to ship back unless its vacuumed seal. Ive called customer service and chatted with seller through ****** and they give the same repetitive response of sending the box. When I asked what size box was, I already had tried that box and told them. They refuse to refund me since I cannot return the item because of how big it is. ****** cannot refund me either because sleep on latex is third party seller. They dont handle my concerns and repeat the we can send a box even after I tell them Ive tried the biggest box size and size of box they mentioned and it doesnt fit. Terrible service.

  Business Response

  Date: 12/16/2024

  Thank you for sending this.  I'm sorry that it was missed, it was inadvertently marked as Spam. 
  
  The BBB does send out a lot of marketing emails which are marked as Spam in our **************** platform, so I hope you understand that this is an easy mistake to make.

  Regarding the customer complaint, I have attached the entirety of our conversations with the customer through the Amazon Messaging platform.  There was one phone call with the customer regarding the delivery prior to the item being delivered.  We do not have any record of other phone calls with the customer (it's possible that they called on a number not associated to the order in our system).  

  I think there was some confusion because this item was purchased on ****** and the customer was sometimes communicating through Amazon **************** instead of directly with us.  I believe that some of the interactions attributed to us by the customer actually took place with Amazon ****************.  

  We send our mattress toppers out compressed in a box.  Because they are compressed, our customers sometimes have trouble repackaging them in the same box.  To help make the return process easier, we send out large boxes for returns at no extra charge.  It seems to me that the customer tried buying a larger box from ***** or *** and they did not have a suitable box and they concluded that we could not have larger box.  The boxes that we send out are likely larger than anything sold in these stores and our customers usually have no problems repackaging them in the larger box.  

  Regardless of the actual ability of the customer to return the topper in one of our larger boxes, our **************** Team recognized that there was a misunderstanding that would be difficult to resolve and very quickly agreed to issue a full refund without requiring a return.  A full refund was issued on October 31, the same day this complaint was filed.  I have attached the order page and transaction record of this order from Amazon.

  I hope this is satisfies this request and is sufficient to close this complaint but please let us know if you need any further information.  

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  After going back and forth and having to cause a scene I did receive a refund but it was not easy to get.

   

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

• Initial Complaint

  Date:11/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Re: Amazon Order #***-9669511-1060268 I purchased a PureGreenOrganic Latex mattress from Amazon. It was left on the ground in my driveway in the rain. The driver did not alert me that it was being dropped off and it was quite far from the front door to move into the house.. Three people had to help me bring it in the house since I am a 70 year old woman.The mattress I received was not firm but Standard Medium. I ordered and paid for a firm mattress. I am requesting a Pure Green Latex Mattress Topper be sent to me as soon as possible to make up the firmness. I can provide photos of proof wrong mattress was delivered.I am told in order to return the mattress it needs to be returned in original box and packaging. In order to unwrap the mattress the box needed to be torn open to decompress mattress and there is no way to compress the mattress to return. In addition that would leave me without a mattress to sleep on since I donated the mattress to charity. I called Sleep on Latex Mattress directly at the request of Amazon. They refuse to help me. They are claiming its Amazons problem not theirs. Amazon is denying its their problem.