Complaints

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

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  Amerisleep

  7167 E Rancho Vista Dr Ste 137 Scottsdale, AZ 85251-1496

  
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  Amerisleep

  5235 Marathon Ave Ste D110 Fort Worth, TX 76109

• 

  Amerisleep

  11800 Domain Dr Ste 114 Austin, TX 78758-3426

• 

  Amerisleep

  5135 W Alabama St Houston, TX 77056-5827

• 

  Amerisleep

  2905 E Skyline Dr Ste 225 Tucson, AZ 85718-3093

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:05/03/2023

  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.

  Date of purchase: Aug 29 2016 Total price for this purchase: $98.44 I purchased this Memory Foam Pillow along with one of their memory foam beds(separate transaction). This pillow came with a 10 year warranty. Recently I noticed the foam core on the pillow was cracking and ripping. So I contacted the seller about the warranty process. I was instructed to send in photos showing the issue. Which I did. They replied back saying the photos showed improper use and denied the claim. When I inquired to how a pillow could be improperly used, they stated I had been "bending and folding" the pillow. This is false. The only thing I have done with the pillow is lay my head on it when sleeping!I spent thousands with this company and find it beyond sad they would blame the consumer just so they dont have to honor their promised warranty. From reading around the internet, I see I am not the only consumer they have wrongfully denied claims for.I also left a review of my experience on their website, and they refused to post it. Pretty shady business practice.

  

  Business Response

  Date: 05/11/2023

  Dear *****,

  Hope you are doing well.  Thank you for reaching out.  Regarding your recent warranty claim for your Amerisleep Comfort Classic Pillow, I understand that you were disappointed to learn that your claim was denied due to evidence of improper use or care of the product.
  
  Our warehouse team carefully examined the condition of your pillow and determined that there has been extensive pulling, and folding (fluffing), which is not classified as a manufacturing defect but rather normal wear and tear. As a result, we cannot offer a free replacement or refund with your 10-Year Warranty for this product as this claim is ineligible based on the pre established terms. 
  
  I know this news may be frustrating, and I want to assure you that we take all warranty claims seriously and thoroughly evaluate each case. Our warranty covers manufacturing defects only based on the intended use, care, and design of Amerisleep products.
  
  We understand that accidents happen, and we are always here to help you find a solution. Our latest design and technology of the Comfort Classic Pillows are available for purchase with 10% off discount using promotion code TAKE10.  l If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your business and value your loyalty to Amerisleep.

  Customer Answer

  Date: 05/11/2023

  With all due respect, that's garbage. My pillow has never been folded or bent. Who does that with a pillow anyway? My pillow has never left my bed and has been flat since the day I purchased. Your warranty clearly states it covers damage to the foam core. I have damage to the foam core from normal use. Not bending or folding. 10% off another purchase when you refuse to honor your guaranteed warranty is insulting. 

  

  Business Response

  Date: 05/14/2023

  Hello *****, 
  
  After careful review of your claim, we regret to inform you that we are unable to overturn the warranty determination.
  
  We understand how frustrating this news must be, and we want to assure you that we have explored every possible avenue to resolve your claim in a satisfactory manner. Unfortunately, due to the circumstances surrounding your claim, we are unable to offer a replacement pillow under warranty.
  
  However, we value you as a customer and would like to extend an alternative solution to ensure your satisfaction. As a gesture of goodwill, we are pleased to offer you a 30% discount on a replacement Comfort Classic Pillow. This offer is our best and final offer for ineligible claims, and we hope it will help to provide a suitable resolution.
  
  We sincerely apologize for any inconvenience this situation may have caused, and we appreciate your understanding in this matter. We remain committed to providing our customers with the best possible experience, and we hope that this alternative offer will help to restore your confidence in Amerisleep.
  
  Thank you for your continued loyalty, and please do not hesitate to contact us if you have any further questions or concerns.
  Best regards,
  Amerisleep

  Customer Answer

  Date: 05/19/2023

  I decline the 30% off offer. After this issue with your fake warranty, I will be taking my money and business elsewhere, to a company that honors warranties and appreciates their customers. Clearly that is not Amerisleep. 

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  On 02-11-23 since the website did not specifically specify the Amerisleep foundation wood slat spacing (which was very important to me and I wanted one with spacing 3 inches or less to ensure my mattress is properly supported) I reached out through the companies website and utilized their chat feature. I chatted with ***** and ****** at the ******* Amerisleep Galleria who confirmed the slat spacing on the foundation was **** inches. On 02-12-23 I received a call from *********************** from the same **************** who advised she got my phone number from the cart I had started online and she was calling to answer any questions I had. I again asked her what the the slat spacing was and she said **** inches and she stated there is no way Amerisleep could sell a foundation with wider spacing because their own mattress warranty requires spacing of ****. I made the purchase of the foundation on 02-13-23. The foundation was delivered to my home on 02-21-23. I opened it and did not see damage even though box was very damaged however the wood slat spacing was actually 5 inches, no where near the **** inch spacing I was promised. I called the ******* store right away and spoke with ***** who advised I should assemble the bed foundation and send pictures of the spacing, and assured me they would resolve the situation since I was given wrong information about the product. He admitted he even measured the foundation himself the day of the chat on 02-11-23 but he measured one in the store that now he realized they dont even sell anymore. I sent photos showing the 5 inch spacing. After that day no one has called me or contacted me so I kept calling being reassured each time they were still working on it. Tuesday ***** I still had not heard anything so I sent ****** an email advising to please contact me with how they could resolve. She sent email that because Helix (the brand of mattress I have) doesnt require 3 inch slats the sale is final. I request a refund or more slats.

  

  Business Response

  Date: 03/02/2023

  Hello, 
  
  Thank you for reaching out. 
  
  We are deeply sorry for any confusion or frustration that you may have experienced due to our team's miscommunication of our product specifications and warranty terms. It is not our intention to mislead our customers or provide inaccurate information.
  
  To clarify our warranty terms state is ****" for foundation that are not purchased with our brand. However consumers who purchase an Amerisleep mattress and foundation combined will still have a valid claim honored because the Slat-pack system with the Amerisleep Foundation reinforce our slats with center supports to keep you and your mattress sufficiently supported.
  
  Our Galleria team may have mistakenly quoted our standard warranty instead of the specific product specifications. We understand that this may have caused you additional stress and frustration.
  
  While we acknowledge that you may still have been dissatisfied even if you had confirmed the specifications prior to purchase, we understand that this situation could have been handled better if we had provided our staff with the proper knowledge and information to accurately guide our customers. 
  
  You have been granted a return for this final sale item and your refund is currently being prepared in light of this experience. 
  

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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 firm mattress from Amerisleep 09/29/22. After we slept on it for a week the mattress belied in the center and we couldn't sleep on it. I've called our salesperson and she left a message and sent an email to the customer service. No respose at all, just propaganda emails. Finally got an email letting me know that we're still covered under 20 yr. warranty and asked what problem we have and to take pics of the mattress,the tag, order# and the spring box we bought brand new. I've emailed the pics 11/02/22 and, of course no response. I've called the cusomer service 12/06/22 and *********** asked again for the pics, which I have provided 11/02/22, asked again about the spring box and the delivery address. Didn't understand why because they have delivered the order to our address. Called again12/09/22 spoke to Storm and was told that the warranty department will reevaluate and get back to me.It is very disappointing and frustrating. We haven't had a mattress to sleep on for over 2 monts and nonexisting customer service.At this point, I'd like to get a refund and purchase a mattress from somebody else.They also advertise a 100 days trial period to test and return at no cost.Thank you ***********************

  

  Business Response

  Date: 12/20/2022

  Hello *****, 

  We apologize for the delay in response. This is due to high demand and an influx of customer contacts. 

  I have reviewed your ticket details and have determine the photos that were requested were successfully received and deeply apologize that you were not provided a determination on this claim as of yet. 

  Based on the documentation you have provided you have been using a traditional box spring for your foundation under the AS1 Queen all foam mattress. 

  Amerisleep mattresses are designed to be used on solid, non-spring foundations (with a slatted or solid surface) and platform bed frames, and they can also be paired with an adjustable bed base. A box spring is only allowed to be used with at least a three-quarter inch (****) sheet of moisture-resistant plywood placed over the entire box spring, as this creates a solid barrier between the mattresses base and the box spring's inside coils/wires. 

  Insufficient substitutions for this material, improper foundations, platforms, box springs, or other bases on which the mattress is placed will void your Amerisleep mattress warranty and all other expressed or implied warranties.
  
  The box spring in use will cause premature sagging of a foam mattress. 
  
  You still have full use of your 100-Night Sleep Trial and since you have requested a refund as your desired solution we will send you the steps to complete a mattress removal but please keep in mind wherever you may purchase next if it is a foam based mattress it would be best to have a solid platform or slats no more than 2" in spacing for optimal support and longevity in your product. 

  Please let us know if you have any additional questions or concerns. 

   

  King Regards,
  Amerisleep

   

  Customer Answer

  Date: 12/20/2022

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

  For your information, and I repeat, the spring box has a solid base. I've emailed you several times the pictures and the tag from *****, where you can clearly see that.

  I'll accept the refund.
   

  
  

• Initial Complaint

  Date:12/08/2022

  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.

  Amerisleep has a 100 day sleep trial with description here : https://amerisleep.com/sleep-trial I ordered bed on May 30th, 2022 Bed delivered on June 7th, 2022 (this is when sleep trial starts)I requested a return on August 2nd, 2022 (56 days into the sleep trial)I have e-mailed, called, and have full documentation. The company continues to ignore my e-mails (or asks me to open up a new ticket and provide proof of the original return e-mail)And their phone number ************ does not go to a Live Person -- Do not purchase from this company. -- 100 Day Sleep Trial is a scam -- Memory foam mattress is terrible quality (hence why I want to return)To resolve this complaint I would like a check for the full amount mailed to the address on the order.Amerisleep Support Ticket numbers: ******, ******, ****** I've been holding on to this bed for 184 days now and no longer have room to store it. I'm going to throw the bed away. Amerisleep will probably say that voids the 100 day sleep trial but they are really in the wrong here by not having any communication with the customer.

  

  Business Response

  Date: 12/09/2022

  Hello ****, 

   

  Thank you for speaking with me. 

   

  As we discussed your return request was originally denied as the accessible communications indicated that are return was not requested until 11/8/22 after the conclusion of your 100-Night Sleep Trial on 9/27/22. 
  
  You were able to provide me a transcript of your original attempt to request a return and we have now schedule a mattress removal for your purchase. 

  We are terribly sorry for the confusion and delay and appreciate you allowing us the opportunity to adequately address your concerns. Once your mattress removal is complete we will prepare and process your refund. 

   

  Please let us know if there is anything else we can assist you with. 

   

  Warm Regards, 

  Amerisleep.com 

• Initial Complaint

  Date:12/06/2022

  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.

  We purchased an Amerisleep mattress in Oct. 2022. ******** arrived Oct. 16, 2022. The box was destroyed. Call company told to open box & look for damage - none found. After a few nights sleep we noticed the bed was dipping in the middle - rolled to the middle of the bed. Inspected mattress and it seemed / looked like spring were missing from the middle of the back of the mattress. There was a divot on the back. Chatted with ****** (same person we made the purchase with). He asked for pictures which we provided. ****** then wanted pictures of the box - provided on November 1, 2022. No response no communication. Chatted with ************** Sent her the same pictures at her request. No response. Called customer service talked to Storm - sent her the same pictures - no response. Called customer service again talked to *********** - couldn't me anything. We called the store on November 23, 2022 talked with ****** "absolutely I have a few calls to make then I'll call the warranty department and call you back" it's December 6, 2022. The store will no longer answer our calls and we have no resolution. We need help getting this mattress issue resolved. We need our mattress replaced as we are now having back issues do you the sinking in the middle of the mattress. Please help. Thank you.

  

  Business Response

  Date: 12/07/2022

  Hello ******, 

  I appreciate your patience. We apologize for the delay. There has been an influx of customer interactions, and we are working on them in the order they were received. 
   
  At this time, our Product Quality & Warranty Team is requesting additional documentation to move ahead with the determination of your claim.
   
  Please follow the steps below.
  
  What We Need:
  1. Please share a legible photo of the manufacturing law tag for your mattress so that we may share your claim with the proper warehouse that has fulfilled your order and request a replacement accordingly. 
  
  We appreciate your cooperation while we work to finish your claim.
  
  Please let us know if you have any additional questions or concerns.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer Answer

  Date: 12/07/2022

  I am not accepting this response.  We have submitted ***** photos at their request to this point and no action has been taken by Amerisleep.  Additional photos are being sent today 12-7-2022. I will wait to see what communication I receive from Amerisleep in the near future.

  

  Business Response

  Date: 12/12/2022

  Hi ****** and ******,
   
  At this time, we've just placed a new order for your free warranty replacement under order number (2084690). It appears the main reason for the confusion and repeat request were that there were mulitple email addresses used to submit photos to customer service and it was not clear that we also needed photos of damaged found after the product was opened. We are so sorry for the confusion. 
   
  Please allow 7-10 business days for this item to ship. 
   
  Once your new product arrives, please donate/dispose of your original shipment using your local trash pickup service, donation centers, or recycling facility of your choice. 
   
  We also recommend the services of ****** to help you remove your existing product(s).
   
  Please let me know if you have any additional questions at this time.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer Answer

  Date: 12/14/2022

  I am going to wait until the mattress arrives to accept and close this complaint.

   

  Thank you,

  *********************

• Initial Complaint

  Date:11/17/2022

  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.

  My designer and I placed an order (*******) and quickly realized we needed to cancel. Both of us called AmeriSleep customer service and tried to cancel and process a refund. Despite customer service telling us the order was cancelled, the base and mattress pad were sent several days later. We had to refuse delivery and call ***** and **** Now we are out of pocket a large sum of money and are facing a restocking fee for something that we canceled. It has been over 5 days and there has been no refund.

  

  Business Response

  Date: 11/18/2022

  Hello ******, 

  Thank you for reaching out. I have reviewed your help ticket details and determine the fee can be waived for your order. The terms & conditions agreed to with every purchase states, purchases that include an adjustable bed base will be considered final sale once it leaves our warehouse (typically ships in 1-3 business days) and if a cancellation is requested during transit or delivery is refused 30% off the Retail price (before promotions) will be assessed as a restocking fee. Returns for this product are not accepted after delivery. 
  
  There was a a 24 hour delay in correspondence for the cancellation to be completed (cancellation requested 7/11 order shipped 7/12; cancellation submitted to fulfillment center 7/12). 
  
  In light of this review we will waive this fee and I have requested for priority processing of your refund instead of standard processing. Please allow an additional 5 business days from the date of this response for your funds to be sent to your bank. Please note after the refund is sent there may be more time for your credit or debit card company to make the funds available this is not dictated by Amerisleep as it is based on the internal processing time for your banking facility.  
  
  You will receive a follow up email from our support system shortly to advise the refund adjustments. 
  
  Thank you for bringing this to our attention we appreciate your feedback and consideration. 
  
  Kind Regards, 
  Amerisleep 

  Customer Answer

  Date: 11/18/2022

  
  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,
  
  *****************************/***********************
  
   
  

• Initial Complaint

  Date:11/16/2022

  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 with Amerisleep (amerisleep.com) for a king ** mattress on 9/4/22 for $1,349 USD. The mattress was delivered 9/17/22. We tried the mattress and it was not to our satisfaction. We contacted Amerisleep Customer Support to return the product after 30 days per the terms of their stated return policy. The mattress was picked up for return as authorized by Amerisleep on 10/24/22. Amerisleep replied that they were preparing my refund for processing on 10/26/22. Subsequent calls and emails have not been responded to and no refund has been processed as of 2:15pm EST on 11/16/22 (16 business days following acknowledgement of return).

  

  Business Response

  Date: 11/25/2022

  Hello *****, 

   

  Your refund was prepared and added to the refunds queue as of 11/21 with an 18 business day processing time as our email update advised. We have expedited your refund and it has been sent to your credit or debit company. Please allow an additional 5-7 business days for your credit or debit card company to reconcile the funds into your account. 

  We appreciate your patience thus far. Please let us know if there is anything else we can assist you with at this time. 

   

  Kind Regards, 

  Amerisleep.com

• Initial Complaint

  Date:11/07/2022

  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.

  I purchased an Amerisleep AS3 hybrid mattress on September 11, 2022. After completing the 30 day trial and deciding the mattress was not to my liking, per their policy, I contacted customer service on October 26th to initiate a free return.Customer service opened a ticket for me (#******* and asked me to prepare documentation for the return including photographic evidence, which I promptly submitted the next day. I was told customer service would respond right away to schedule a collection date for the mattress. 2 weeks later, after over 5 emails and 10 phone calls to their customer support, I cannot get a single response from this company. No one will respond to my follow up emails, voice mail messages, and the representatives from the customer support line do not pick up after holding for an extended period of time, simply redirecting to voice mail. No one will acknowledge my emails or confirm they have received the documentation and will initiate the mattress collection. After reading the complaints lodged with BBB, I am very concerned that Amerisleep is intentionally delaying the return process to avoid refunding me for this mattress. It feels very dodgy that I have essentially been "ghosted" after submitting the necessary return documentation. What company doesn't even answer their customer service calls or acknowledge receipt of numerous emails over the course of weeks? This is not acceptable for a purchase of this price range.Potential customers should be aware that Amerisleep's "free return after trial period" is at best fraught with difficulty and unresponsiveness, and at worst a completely dishonest scam to wear customers out and extend beyond the return period without refunding the customer.

  

  Business Response

  Date: 02/21/2023

  Hello ******, 
  
  Thank you so much for reaching out. We are sorry for the delay in the handling of your refund processing due to a high volume of customer contacts our response time increased. Your refund was completed as of 12/16/22. We appreciate your consideration and the opportunity you have provided us. 
  
  Please let us know if there is anything else. 
  -------------------------------
  
  Always Appreciated, 

• Initial Complaint

  Date:11/04/2022

  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 am seeking a replacement of Amerisleep mattress -order #******* AS3 Hybrid (Size: King (76" x 80") placed on 09/01/2020 for Grand Total: $1,469.30 USD After 2 years of owning this mattress, taking good care of it and following every guideline for the warranty , mattress developed a structural defect- there is a very noticeable 7 " rip in foam layer, foam sides are protruding through the mattress cover and if one lays on that mattress portion, can feel innerspring coils under the foam. As per Amerisleep company warranty policy, this type of defect in the mattress falls under full replacement warranty.On 09/26/22 I submitted an intitial complaint via Amerisleep customer service email ***************************** describing the issue and submitting multiple evidence pictures and the request for the defected mattress to be replaced with the same size and model. Same day, I received an automated email reply that my "request (#******) has been received and is being reviewed by our support staff. You should receive a response within 2-3 business days".There hadn't been any type of contact from Amerisleep. On 10/24/22 I sent an email asking for a reply and advised that I am preparing to file a BBB complaint.On 10/27/22 I submitted a second email complaint through the Amerisleep portal and via email ***************************** with all information and pictures and received a similar automated reply with request #******. Amerisleep is completely ignoring my emails.

  

  Business Response

  Date: 11/10/2022

  Hello, 
  
  Thank you so much for reaching out. First and foremost we are sorry for the delay in response. We have received a high volume of customer contacts and are handling them in the order they are received. 
  
  You may have already received and email update from our logistics department as of yesterday. However, your claim is in review with the warehouse so that a free replacement can be issued. 

  We appreciate your patience thus far. 
  
  At the earliest opportunity please reply to the email our logistics department has shared so that we may confirm the intended shipping address. 

   

  Please let us know if you have any additional questions or concerns. 

   

  Kind Regards,
  Amerisleep 

  Customer Answer

  Date: 11/10/2022

  Business reached out to  me and requested lots of additionnal pictures of mattress base to be submitted in addition to the ones I have already sent. The complaint resolution is pending their evaluation of those pictures.

  

  Business Response

  Date: 12/01/2022

  Hello *******,
  
  I appreciate your patience. At this time, our Product Quality & Warranty staff is asking for additional documentation to move ahead with the determination of your claim. It appears only 1 photo was not shared so that we may proceed this photo has been requested 3 times in total. 
   
  Please follow the steps below.
  
  What We Need:
  1. Image of your Manufacturing Law Tag (Registry Number and Manufacturing Date - located under the blue zip cover of your mattress)
   
  We have provided an example photo of what we need; without this tag, we cannot match your purchase with the right manufacturing partner to issue a free replacement. 
   
  If the tag is no longer attached to the mattress, according to our warranty terms, your warranty will be voided, and a free replacement will not be issued. 
   
  However, we can offer a 50% discount on a new mattress purchase (with a new warranty & sleep trial) if you choose. This offer will be valid until the end of 2022 and can not be combined with any other offer. If we are unable to pursue a claim as our terms dictate. 
  
  We appreciate your cooperation while we work to finish your claim.
   
  Kind Regards,
  Porsche
  Amerisleep | ************
  Monday-Friday|  8 AM - 5 PM MST

  Customer Answer

  Date: 12/07/2022

  Business continues to ask for product tags that with the information I already submitted. I resubmit all the pictures of the original tags and will wait on their response.

  

  Business Response

  Date: 12/12/2022

  Our warranty department has created a replacement order for this customer, Order *******. 
  
  Please allow 5-7 business days for this product to ship on standard processing time. Automated email updates with tracking will be sent. 
    
  Once the new mattress arrives per our terms and conditions of the warranty, disposal or donation of your defective mattress will be completed as our consumer sees fit. 
  
  I appreciate your patience. Please let us know if you have any questions or concerns.
  

  
  

• Initial Complaint

  Date:10/27/2022

  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 my second amerisleep as3. No where does it mention it's a hybrid. On my invoice or in my cart. I received an amerisleep as3 hybrid. It's a totally different mattress. I called customer service and they stated due to supply chain shortages they temporarily changed the product names and if you order an as3 you get an as3 hybrid. So they're sending out wrong mattresses hoping you won't return a **** dollar mattress. Also they charge a 100 dollar restocking fee.I attached an invoice that shows I ordered an as3. And a picture of the mattress I received being an as3 hybrid.

  

  Business Response

  Date: 11/04/2022

  Hello *****, 

   

  Thank you for reaching out. 

   

  I see that we already have a return in progress for you. All of our all foam mattress were removed from our website and all of the products photos and descriptions exclusively displayed all hybrid details. Due to consumer feedback we updated the website to change the title pages to include hybrid. 

  To help improve your experience we will waive the $99 early return processing fee that is part of the 100-Night sleep trial policy so you will be refunded in full for the mattress. We appreciate your feedback and consideration.
  
  Please let us know if there is anything else. 

   

  Kind Regards, 

  The Amerisleep Team