Complaints

This profile includes complaints for Turmerry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Turmerry.com

  1873 Scott Futrell Dr Charlotte, NC 28208-2702

• 

  Turmerry.com

  3300 Woodpark Blvd Ste L Charlotte, NC 28206-4209

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:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I placed an order for over $1000 on a mattress on July 19, 2025. I emailed the company on July 22nd to ask when will my mattress be shipped. The representative told me it should ship this week. Two days later I asked for a specific date and the representative responded that it is first come first serve. I then asked to cancel my order. I didnt receive a response so I sent another email but have yet to receive a response. I would just like my order to be canceled and refunded.

  Business Response

  Date: 08/05/2025

  Dear BBB Team,
  
  Thank you for notifying us regarding the complaint from Ms. ***** ********.
  
  We have reviewed the matter and would like to provide the following details:
  
  The customer placed an order for a hybrid mattress on July 19, 2025 (Order #*****).
  
  Due to production and shipping timelines, the customer reached out on July 22, 2025, to inquire about the estimated shipping date. Our team responded and informed her that the order was in queue and would ship on a first-come, first-served basis.
  
  On July 27, 2025, the customer requested to cancel the order. We promptly contacted our supplier for confirmation to proceed with the cancellation.
  
  We have canceled the order and processed a full refund on July 29, 2025.
  
  A confirmation email was sent to the customer on July 29, 2025, notifying her that the refund had been processed. Refunds typically take 35 business days to reflect on the customers account, depending on the bank.
  
  Attached herewith are:
  
  1. Proof of the refund transaction
  
  2. The email confirmation sent to the customer
  
  Since the issue has been fully resolved and the refund has been completed, we kindly request that this complaint be removed from our records.

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  Turmerrys response includes false information. I requested to cancel my order on July 25th at 12:57pm EST which was ignored. I then requested a cancellation a second time on July 25th 4:52pm EST which was also ignored. I sent a third email requesting a cancellation and informing the company about my claims against them with BBB and my bank. Turmerry responded on July 27th claiming that they cancelled my order but I didnt receive a confirmation. I asked about the confirmation email and they said I will get it the next day. I sent an email on July 28th at 9:55am EST because I had not receive the confirmation email that they said I would receive. At 10:04 EST on July 28th I received a so called cancellation confirmation email that did not provide any refund details. Turmerry also sent me a screenshot of my order details. They unknowingly sent me more evidence of the fact that they were withholding my refund from me. The screenshot of my order details stated paid and unfulfilled. They refrained from clicking the refund button. On July 29th at 12:24am EST Turmerry finally decided to refund me. I received the real refund confirmation email that had all of the refund details. I do not accept Turmerrys response because it is a lie.

  Business Response

  Date: 08/05/2025

  Dear BBB Team,
  
  Thank you for allowing us the opportunity to provide clarification regarding this matter. We have full documentation to support our statements and are committed to transparency.
  
  The customer first requested order cancellation on Friday, July 25th. Due to staff shortages and technical constraints, we were unable to respond immediately. This was not intentionalwe never ignore customer requests.
  
  Follow-up emails were sent later on July 25th and again on July 26th. Please note that July 26th and 27th (saturday and sunday) were non-working days, which contributed to the delay.
  
  On the next working day, Monday, July 28th, we reviewed the request, confirmed cancellation via email, and immediately instructed our warehouse to halt the shipment. After receiving their confirmation, we processed the full refund on July 29th and sent a confirmation email to the customer. The amount successfully reflected back in the original payment method.
  
  To support this, we have attached the complete email communication history showing the full timeline of actions taken and refund proof, which confirm:
  
  The refund was processed on July 29th as stated.
  
  The customer received the full amount.
  
  There was no intentional delay or misrepresentation.
  
  Throughout this process, we acted in good faith, considering weekends, internal verification, and warehouse coordination to ensure accuracy. Our intention was never to cause inconvenience.
  
  Since the issue is fully resolved and the refund completed, we kindly request that this complaint be closed and marked as resolved, as the delay was unavoidable and not deliberate.
  
  Thank you for your understanding and consideration.
  
  Sincerely,
  R B

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  Very dishonest company. 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I ordered a king size mattress topper, order *****. Unfortunately, I think it was too soft and I started having really bad back pain. The site wants you to try it for at least 30 days. I did, but no good. I contacted the site and requested a return. I sent pictures showing that the topper was not only undamaged, but had been in a cover. The return was approved and I was told to just donate it. I looked EVERYWHERE but no one will take bedding. I contacted turmerry again and was told if I couldn't find someone to cut it up and throw it away. This just broke my heart. More c*** in landfill. Why don't they just get it back and recycle it? Seems pretty obvious. Anyway, I tried again, asking if I could give it to a disabled veteran through the local VA/**************. Turmerry said yes, I set up the pickup. I sent a picture with the topper out on my porch to be picked up and asked if it was ok. Yes. Ok. They picked it up and left a receipt, which I sent. Then, nothing. Then, a hurricane. My house got a little moosh and I was without power for 15 days and internet for 3 months. When I was finally able, I checked and still no refund. I contacted turmerry and they just said No. Now, I am out the money and don't even have the topper to show for it. The whole thing feels like a con. If it was just a return thing I could just have proof of shipping. But, they set a window too far out to go through my bank, create an impossible return situation, and then just put you off. If they require you to donate, then they need to facilitate that. Find a way to partner with local shelters or something. I want my money back. I did everything they asked. This feels to not be in compliance with ********-**** Wararnty Act if in nothing else creating an unreasonable barrier to their returns. I think the idea of donating is great, but they know that no one accepts bedding. Not even new.

  Business Response

  Date: 08/12/2025

  Dear Team,
  
  Thank you for reaching out regarding the complaint submitted by Mr./Ms. ***** ******. We would like to provide clarification on this matter.
  
  Customer created the Order: March 15, 2024

  Order delivered on: March 16, 2024
  
  Return Initiation Date: July 2, 2024
  
  Donation Instructions Provided: July 17, 2024
  
  Donation Proof Submitted: October 22, 2024
  
  Our latex mattress topper trial period is ***************************************** our communications. Customers are required to complete the return process including the submission of donation proof within this trial window of 120 days.
  
  In this case, the donation proof was submitted 95 days after the close of the 120-day trial period and lacked the necessary clarity for verification. This was communicated to the customer via email, and the policy details are publicly available on our website.
  
  Our return policies are the same for all customers, and we do not make exceptions for individual cases, as doing so would undermine the fairness and trust we strive to maintain for all of our customers.
  
  While we appreciate the customers effort in arranging a donation, we were unable to approve the return request because it was not completed within the specified timeframe and did not meet the documented requirements.
  
  We respectfully request that this complaint not be accepted as valid, as our return policy and procedures were not followed despite clear communication and written guidelines.
  
  Sincerely,
  ****** ***
  

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I didnt like the mattress topper and I have been in communication with them multiple times and they told me to donate it and I donatedit to a Goodwill in ******, *********, and after the fact after I donated it, they want a picture which I cant provide

  Business Response

  Date: 07/29/2025

  We communicated proper instructions to the customer. Initially, he was unwilling to submit the proof of donation, but he later submitted the donation documents on July 24th, and we proceeded with the refund.

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service 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.

  Tried to contact company by phone, as this is a hi-dollar purchase, and I wanted serious answers to serious questions in person, and not from a chat bot. Each and every time I was greeted by "Leave a message", from each extension. I left numerous messages, and when they did finally call back, each time I would answer, no one was there, and the phone would just click. My phone works---I had it checked, and it's fine on my end. After a week of these shenanigans, I wondered if I really want to do business with them: if I run into problems with their product, how would I even get a hold of them, if I can't get a real person on the other end, do I just leave a message? I don't think so. Then I thought I'd check out BBB complaints on Turmerry, and lo and behold, they have a C+ rating. And most of the complaints relate to poor communications and customer support. Why should I spend several thousand dollars with people like this, when ******** has a better product, a BBB rating of A+, and the first and second times I called, I immediately got answers from actual family members who owned the company. Sure, they're more expensive, but Talalay latex is more durable than Dunlop, and, in talking with them, I feel they will bend over backwords to make me happy, unlike Turmerry. Turmerry needs to clean up their act if they really want to be in business, or else close the doors. So far, I would give them a "D". Not at all impressed. Fair warning to mattress buyers out there...........

  Business Response

  Date: 04/23/2024

  We apologize if we had any communication problems with our phone support. We are always striving to give the customer a better experience

  Customer Answer

  Date: 04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a mattress and dual adjustable base at the end of February of 2023. Now in March of 2024 the head/upper portion of the base is stuck in the upright position. There is no online help. I reached out to Turmerry and spoke with a representative in another country. I explained I cannot sleep in the bed when stuck in the upright position. I also explained I had searched online i.e. there website, *************** etc for potential fixes for Turmerry bases or other adjustable bases. Nothing worked. The representative was rude. I sent 3 emails explaining I needed a solution. The representative said she had to speak with her supervisor. 5 hours later, 3 emails and 2 unsuccessful phone calls I received no response or help with their faulty product. I will ask for a new base or refund if no one gets back to me.

  Business Response

  Date: 03/18/2024

  The adjustable base brand is Ergomotion and we are in touch with them to get this fixed, will get back to you on this soon and take care of the defective item.

• Initial Complaint

  Date:12/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Order # ***** I received a refund of ****** on 12/13/23 for two items 1. Bed topper and 2. side pillow. The company instead put the refund towards the half moon pillow instead of the side pillow. The company stated this would be notated. This complaint was completed through a BBB complaint as indicated in the uploaded documents.When I returned the half moon pillow and contour pillow, the company refused to give me the refund of $110.40 on these two items I returned via ***** (return document uploaded). I also attached the BBB complaint that shows the company saying that they applied the refund to the half moon pillow instead of the side pillow.I want my refund of $110.40 for the 2 items I returned. The Half moon pillow and contour pillow.

  Business Response

  Date: 01/02/2024

  Hi,

  The additional refunds were issued to customer.

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On November 30, 2023, I received the products I ordered. The side sleeper pillow was not the medium firmness I ordered, but I received a firm. Please find enclosed a copy of the pillow marked firm for the side sleeper pillow. Also find a photo of a square cutting in the topper and it looks as if it was also glued into place to sell this topper. I advised the company that these items would need to be picked up. I will not pay to drive these items to a place for donation, pay someone to ************** it to the place of donation, and pay for printing the label. These are additional expenses and time consumption that should not be placed on me as the consumer who was sent incorrect and damaged products. This company should take financial burden and have these items picked up and shipped back. I have been in contact with this company since I received this company without resolution of this matter. I want a full refund of what I paid for these items ($198.40)

  Business Response

  Date: 12/11/2023

  Hi ,

   

  We have Refunded $198.40 as customer requested, please donate the items to a charity like Goodwill or Salvation Army.

  Customer Answer

  Date: 12/15/2023

   
  I am rejecting this response because: the refund of $198.40 has been paid.   However, the half moon booster was refunded instead of the side sleeper pillow. Please correct refund to the correct item. Thank you. See attachment. 
  

  Business Response

  Date: 12/16/2023

  Sorry for the mixup, the proper amount has been refunded, now it is not possible to correct the customer pays back the full amount and then we need to adjust again. Anyways we will post a note that the wrong item but right amount was refunded.

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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.

  3/17/2023 - I purchased (2) Twin XL mattress pads from Turmerry for each side ***************** split king size bed. My total was $451.67 I specifically purchased from Turmerry because of their highly advertised 120 night sleep trial. They ask you to try the mattress pad for a minimum of 30 days, up to 120 days, during which time, they will provide you with a full refund if you are not satisfied and return the product. My husband and I have not been sleeping comfortable and have decided this product is not for us. I sent an email 5/30/2023 to request a return. On 5/31 I received an email back with a link to initiate my return and a statement that I could only return (1) of each like item purchased, meaning I could only receive a refund on ONE of the topper pads I purchased. This information is not seen anywhere on the Turmerry website. It was highlighted and accessible only on the email that was sent to me. I would have never purchased this item if I didn't believe that they offered a 120 night sleep trial for my entire purchase! No one would purchase a mattress pad for half of their bed. This policy makes no sense. If my husband purchased his topper and I purchased mine separately, then we could return both? Turmerry does not offer a "split king" size, so the purchase of 2 would always be necessary. Below are screenshots of the Turmerry website, including the sizes available, the advertisement of the 120 night sleep trial, and their "shipping & returns/return & refunds" page and my receipt of purchase.

  Business Response

  Date: 06/04/2023

  Our return policy is clearly stated here: ***************************************************************

  As a small business, we only allow one return per category but we have been working with the customer to resolve this matter and facilitate return of two toppers and for the refund to make our customer happy.

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Company has not issued my refund for an item that was cancelled way back Oct 4th. Their rep replied to my email and confirmed that that order has been cancelled as it has not shipped and it was not available at the time order was placed. However, up to now they only refunded one of the two items in that order. They also emailed me Oct 28th asking if the other item will be cancelled by the same rep who confirmed on Oct 4th that it has already been cancelled. Fro the total of $123.36 USD they only refunded $51.83, so they still owe me $71.53. I need the refund asap because it has now been a month.

  Business Response

  Date: 11/08/2022

  Customer returned a pillow and we issued a refund. We asked if customer wanted a refund for the other pre-order pillow which was not yet shipped, but customer did a chargeback immediately without giving us time and we accepted the chargeback so now it goes through chargeback and she should get a refund based on how fast her bank processes it. If it were not a chargeback we would have refunded that same day or by next day of request.

  Customer Answer

  Date: 11/08/2022

   
  I am rejecting this response because: I requested oct 3rd to cancel that order and their CS **** ***** conformed Oct 4th that it has been cancelled but come Oct 28th, which is almost like 1 month later, the same staff sent me an email asking if he will cancel that order. It was incompetence but also it appears they are just delaying to keep my money for as long as they could that's why I filed with Citibank and BBB. Nov 1st I reversed that dispute and it has been a week now. They are just delaying this for as long as they could beyond reasonable timeframe. With all other establishments, 2 -3 BD is a reasonable timeframe but it has been a week now and still no refund. I demand refund now! It has been over 1 month from the day I requested cancellation of that order that has not even shipped! There is no reason for you to keep that money when that item never shipped. Very poor customer service and problem solving.    
  

  Business Response

  Date: 11/10/2022

  We spoke to the customer over the phone, and the customer is full refunded.

  Customer Answer

  Date: 11/11/2022

   
  I am rejecting this response because: while ******* on the phone told me it has been refunded, the refund does not reflect on my credit card yet so until then I will reject. 
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  In July I ordered a *************** Loft Latex pillow and paid $93 for it. It arrived July 29. It was Not firm, rather softer than my 4 year old latex pillow from a different company that I was seeking to replace. I looked into returning it since the website said I could. Then **** of customer service informed me that it would cost me $20 to mail the pillow back and that would be deducted from my refund. I found that excessive. I ended up mailing the pillow myself US PS tracking and insurance for $13. I have proof that it arrived in ********* on August 29. Since that was near to Labor Day I waited to give time for refund. Nothing. I began emailing again to **** with no reply. Today, September 19 I emailed 3 different times and started a chat. **** replied stating that the pillow was received used and covered all over with hair! This is Not True. I did Not use the pillow. I did Not return it covered all over with hair! I believe they are either lying or talking about someone elses return. They have condescended to return the pillow to me. Thats unacceptable in light of their website which doesnt say Anything about fees for returned pillows. Plus, I believe theyre not being honest about the condition of the pillow. I wish I had thought to take a picture of it prior to returning it. They have requested over and over that I leave them a positive review. I left some less than positive reviews and they have been removed. I Should know better than to believe any businesss all Great reviews. Clearly, they arent honest in their dealings. I would Love my $93 back!!

  Business Response

  Date: 09/20/2022

  We have issued a full refund for the order.