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Complaint Details
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Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Tuft and Needle mattress and am attempting to return as the mattress was incredibly firm and not cooling as advertised. The website made it seem this would be an easy process, but it has been a nightmare both attempting to contact customer service and receive a response as well as to have this returned/donated. I have been going back and forth with them for about a month with no end in sight, communicating with ************** who continues to lie. I wanted to donate this as a landfill is incredibly wasteful, but the company is now saying *************** a charity they list multiple times in their own suggestions for mattress removal and disposal, is not an approved charity. They said this was because some locations do not accept mattresses, but are not willing to make an exception as my local one does. Their website has several instances of conflicting information with this, but customer service is denying this and swears they make this clear (which they do not). They do not even follow their own policy and cannot get a straight answer. They have also shared all of my personal contact info with an external company, RXO, to pick it up without my consent and this company has proceeded to contact me repeatedly in all forms multiple times a day. This is a huge privacy violation and I had to block the companys messages because they were contacting me so much.I want a refund and to be able to donate the mattress as your website outlines. This return option has been scammy, and I will never buy from this company again. Terrible experience and do not recommend at all. For this price, buy a real mattress instead of a foam in a box version, because customer service does not care.
Business response
03/05/2024
Hi ****,
I am so sorry to hear you aren't happy with your return experience with Tuft & Needle. I understand a mattress is a big, important purchase and feeling like it's been more difficult to return than you expected is disappointing.
After reviewing your correspondence with our internal Customer Experience team (updated as of March 4, 2024) I can see that we have agreed to make an exception and you will be donating to your local *************** It appears you have your pickup arranged for next week. As soon as we have the photo of the mattress being removed via the ************** truck we will process your refund right away.
We appreciate your feedback on our website, we will be reviewing the information provided on how to donate an "old mattress" versus how returned mattresses must be managed to ensure we are being as clear as possible.
Thank you!
**************
Initial Complaint
11/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a matress from Tuft & Needle because of their 100 day trial period. I have tried it, and the matress was not for me. This complaint concerns the advertised return policy. I initiated my return and was told that I had to find a charity that would accept the matress, and then I would receive my refund. According to the T&N return policy, they will provide a list of organizations and will assist with the return. I was not provided a list of charities pursuant to this policy. I have attempted phone calls and emails several times and received no response or assistance. I am unable to return the matress and receive a refund without a list and without assistance. T&N is not abiding by their own stated return policy and I cannot receive my refund. Horrible customer service that just disappears when you ask any question and hangs up while asking a question.Business response
11/13/2023
Hi *******,
Thank you for taking the time to share your feedback and frustration regarding your recent experience trying to contact Tuft & Needle. We understand prompt and actionable communication is key to good customer service and we have let you down.
We are experiencing a large volume of contacts and are taking longer than we would like to respond. I am so sorry our delay in getting back to your emails caused concern over our return policy.
Someone on the team will reach out to you today to process your refund and share options for the mattress removal.
Please don't hesitate to reach out if there is anything I can help you with in the future.
Warm Regards,
**************
*****************
Initial Complaint
09/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My transaction occurred on 9-18-2021, it was for an amount of $699.83, the order number is 4963-9735-4301-37. The issue I have is thats I feel that Tuft and Needle wasnt being transparent about their transaction process, they like many other companies allow me to use an automated credit card system in this case Apples Apple Pay but instead of enabling me to verify that my information is correct and afterwards enter in a promotion or discount code, they finalized the purchase without any further notice. Now I have to wait between **** days to use the money I would have had to buy a mattress because of their extremely flawed transaction system.Business response
09/22/2021
Hi ****,
My name is ***** and I am on the Customer Experience team at Tuft & **********************. Thank you so much for taking the time to share feedback regarding your purchasing experience. I am so sorry to hear about your experience using Apply Pay on our site. We certainly do not want customers to be caught unaware by a purchase going through before they are ready; specifically because the funds are captured right away and do take **** business days to return. The agent you spoke with on September 19th shared feedback with our purchase experience team and they are looking into our process and will ensure it is as clear as possible for customers.
Your refund was processed on September 18th; if the funds have not returned to your account by October 1st please reach out to us and we can look into what might be causing a delay.
Please don't hesitate to reach out in the future if you have any questions, concerns, or further feedback to share.
Warm Regards,
**************
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.