Complaints

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

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  PlushBeds

  3233 Mission Oaks Blvd Ste C Camarillo, CA 93012-5094

• 

  PlushBeds

  2637 E Atlantic Blvd Ste # 21969 Pompano Beach, FL 33062

• 

  PlushBeds

  1201 N. Orange St. Wilmington, DE 19801

• 

  PlushBeds

  600 S Curson Ave. Ste 631 Los Angeles, CA 90036

• 

  PlushBeds

  22596 Blue Fin Trl Boca Raton, FL 33428-4642

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:05/08/2025

  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 purchased a matress protector from Plushbeds. When I received it, it had obviously been removed from the bag, refolded, and put back in the bag. It is possibly used, so I contacted customer service to return it. Plushbeds is refusing the return. I want to return the contaminated item and receive a refund of the $149 plus tax that I paid.

  Business Response

  Date: 05/10/2025

  We appreciate the opportunity to respond to the customer's concerns and provide clarification regarding our product and policies.
  
  The customer purchased a mattress protector from PlushBeds and expressed concern that the item appeared to have been used, as it was not folded in the way they expected upon arrival. We understand how important it is for our customers to feel confident in the cleanliness and quality of their purchases.
  
  We would like to clarify that our mattress protectors are packaged in reusable fabric bags, not sealed in plastic or disposable materials. This is a deliberate decision to reduce our environmental footprint. After manufacturing, each protector is hand-folded and placed directly into its fabric bag. Due to the nature of the packaging, the protector may shift or appear refolded during handling or shipping. However, we can confirm that all of our mattress protectors are brand new and have not been used or returned by previous customers.
  
  For additional transparency, we have photographs available showing how our mattress protectors are typically folded and packaged. These match the condition of the item the customer received.
  
  As part of our commitment to hygiene and customer safety, we maintain a strict no-return policy on all bedding products, including mattress protectors. This policy ensures that every customer receives a new, unused item.

  
  We hope this explanation helps clarify the situation. We value the customer's business and their concerns and are always happy to provide further clarification if needed.

  Customer Answer

  Date: 05/14/2025

  
  
  
  
  I am rejecting this response because: It is obvious that the mattress protector that I received had been unfolded, then refolded and put back in the bag. It was possibly used. I explained this to Plushbeds when I initially spoke to them.
  
  
  
  Regards,
  
  
  
  K****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to further clarify our position and address the customer’s continued concerns.

  
  We understand the customer’s concern regarding the presentation of the mattress protector upon delivery. As previously mentioned, all of our mattress protectors are hand-folded and packaged in reusable fabric bags. Because these bags are not vacuum-sealed or plastic-wrapped, it is possible for the contents to shift during handling or transit, which may give the impression that the item was refolded or previously opened. However, we want to emphasize that PlushBeds does not resell used or returned bedding products, including mattress protectors, under any circumstances.

  
  To support this, we provided photographs in our prior response that illustrate how our protectors are typically folded and packaged. The condition of the item the customer received is consistent with this standard.

  
  We did offer to send a replacement mattress protector; however, we were transparent that the replacement would be packaged in the exact same way and could potentially appear similar due to the nature of our packaging method.

  
  Out of respect for all of our customers and in accordance with our hygiene policy, we maintain a strict no-return policy on all bedding items, including mattress protectors. This ensures that every customer receives a new, unused product.

  
  We sincerely regret that the customer is dissatisfied with their experience, but we have made every effort to explain our practices, uphold our policies, and offer a resolution. We stand by the integrity of our product and the fairness of our process.

  
  Thank you again for allowing us to provide additional clarification.

  Customer Answer

  Date: 05/17/2025

  
  
  
  
  I am rejecting this response because: I do not feel comfortable using a mattress protector that has been removed from the packaging and contaminated. At this point, I don't trust PlushBeds to send a brand new replacement. If the company won't provide a refund, I will post this experience in online reviews for other customers to be aware before they spend $150 on contaminated bedding like I did.
  
  
  
  Regards,
  
  
  
  K****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Billing 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 Jan 18, 2025 i purchased a queen organic bliss mattress from plushbeds. The price stated 1799.00, with free shipping. I was charged 199.00 for shipping when the transaction was processed through PayPal. Also, the mattress was too hard, so I requested the return after the 30 days. Their website states free shipping and returns. The site also says I can pay 149.00 for removal service. They charged me 249.00 for the return. At first they said they could not pick it up, then after alot of pushing the facts of their website policy, they agreed to send someone to pick it up, but charged me 100.00 more than what is stated in their policies. In the end, it was the same people who delivered the bed that came to pick it up. So they were not being truthful about having a contractor to pick it up. What I want is a refund of the 199.00 shipping charge, and the 100.00 over charge for the pick up.

  Business Response

  Date: 03/24/2025

  Thank you for bringing this matter to our attention. We take customer feedback seriously and aim to provide transparency regarding all transactions and policies.
  On January 18, 2025, Tammy Brooks placed an order online for a Queen Organic Bliss mattress. During checkout, she opted for an upgraded delivery service, which included in-home setup, as well as mattress removal. The total charge for these services was $199, as reflected on her invoice. While we do offer free standard shipping for mattresses, the additional charges for in-home setup and mattress removal were clearly outlined during the checkout process and were properly billed.
  When Tammy later decided in March that the mattress was not a suitable fit, we informed her that our third-party removal service provider had stopped servicing her area as of February 2025. In an effort to assist, we offered her the option to donate the mattress or give it to someone in need, with the understanding that a full refund would be provided under those circumstances. However, Tammy expressed that she did not wish to go through with donation and preferred to pay for the removal service.
  We then reached out to our original mattress removal provider and arranged an exception for her. The cost for this exception was $249, which we communicated to Tammy before proceeding. Tammy agreed to the price and authorized the charge. The mattress removal was carried out by the same delivery service team that initially delivered the mattress, which is standard practice when such arrangements are made.
  We understand Tammy's frustration and empathize with her concerns, but given that the services were clearly outlined, agreed upon, and successfully delivered, we are unable to offer a refund for the shipping and removal charges.
  We hope this explanation helps clarify the situation. We value our customers and remain committed to providing quality products and services. If there is anything further we can assist with, please don’t hesitate to contact us.

• Initial Complaint

  Date:01/31/2025

  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.

  The company advertises on their front page of their website "TRY FOR 100 NIGHTS, RISK-FREE". I bought a mattress and tried it and didn't like it, and they told me i had to pay a $149 transportation fee to return it.
  
  This is not risk free and should not be advertised as such and i want to be made whole.

  Business Response

  Date: 03/13/2025

  Thank you for sharing your feedback.  Our 100-night sleep trial, as outlined on our website, is designed to give customers ample time to decide if the mattress is right for them. 
  
  We also note that you chose our optional concierge mattress removal service, which was provided at a fee of $149. This service is offered to help make the return process as convenient as possible, but it is not a required part of the return.
  
  We value all of our customers and hope that you’ll consider PlushBeds again in the future. Our goal is always to ensure that each person finds the perfect mattress for their needs, and we remain committed to making that process as easy and transparent as possible.

• Initial Complaint

  Date:01/17/2025

  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.

  On Dec 23, 2024, I telephone PlushBeds to order a mattress because their website malfunctioned. Order number 33104260. I received confirmation of my order on the 23rd.
  
  On 2 January, I received an email from the Customer Service Manager that production was delayed. The email stated my order would be shipped the 2nd week of January.
  
  On 9 January, I received an urgent telephone call from Customer Service stating my mattress was in production and they needed to set a delivery date. They proposed 13 January, which did not work for me. We agreed on 14 January.
  
  I received no shipping notices, no tracking notices. I also received no mattress. I sent an urgent email on 14 January asking when I might receive my mattress. I have received no response.

  Business Response

  Date: 01/17/2025

  Thank you for bringing this issue to our attention. I sincerely apologize for the frustration and inconvenience caused by the delays in fulfilling your order. Due to production slowdowns related to ongoing fires in our region, we faced unexpected delays, which impacted the timely delivery of your mattress. Per your request the order is now cancelled and refunded.   The refund should appear in your account shortly, depending on your payment method and bank processing times. We deeply regret the inconvenience and lack of communication you experienced, and we truly appreciate your understanding during this challenging time.

  Customer Answer

  Date: 01/17/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22824548, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  K****** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/17/2024

  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.

  My order was partially refunded. The order was returned. The representative mentioned they will be waving the return fee. I was debating whether or not to reorder, but ultimately decided to not reorder. Now the company has decided to do a partial refund despite our original agreement.

  Business Response

  Date: 10/17/2024

  After reviewing the phone calls between our customer service team and the customer, I found the recording from June 24th where it was stated, "We'll go ahead and decide to do the $149 because we do not want the mattress." We interpreted this as an agreement to proceed with the return rather than opting for a replacement. The phone recording is not in a file type that's allowed to upload but we can send it directly to the customer or the BBB upon request. 
  
  As a result, PlushBeds deducted the $149, in line with our original agreement with the customer.
  
  

• Initial Complaint

  Date:12/26/2023

  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.

  I purchased 2 mattresses at the different dates first on September 10 received 4 October king size vegan latex with sleep trial ends on 31 December 2023 and second mattress purchased on 26 September and received 20 October botanical bliss full size with sleep trial ends 28 January 2024 Both mattresses were uncomfortable and lack support and being unable to sleep on them I have confort exchange layer ordered but unfortunately terrible pain prevented to sleep on them anymore so after I spoke several times with different customer service representatives by phone and email,make them aware that I wish to return the mattresses and after I have reassured I benefit from 100 nights sleep trial I decided to go ahead and request the return and refund Sadly I was denied return for the first mattress purchased the vegan king size even I am within my sleep trial ending on 31 December 2023 because I am apparently allowed only 1 sleeping trial for 1 mattress per year! I like to point out that the website doesn’t specify that on the general condition for return within the sleep trial and only if you click on the specific product information is stated that is only allow 1 sleep trial therefore if you buy more than 1 mattress same product let’s say you want to buy 5 mattress same model and size you will benefit of the sleep trial for 1 mattress only
  I strongly believe that the company misleads the customer and try to evade and don’t honour the sleep trial return despite the fact that they charge 149$ for return which I paid for return the second mattress full size
  Regrettably I have to deal with all this nonsense because the company doesn’t stand behind its poor quality product and I have to pay now for a mattress that I don’t use! I entrusted the company and it’s embarrassing how bad they treated customers when there is a problem! I hope they will let me return the unused mattress and get my 2700$ back or I have to go to court to prevent other people to be scammed!

  Business Response

  Date: 01/18/2024

  Date Sent: 1/18/2024 3:55:20 PM
  

  This situation didn't occur exactly how the customer is stating it occurred. Our new hire Mike did send her the email stating the second mattress couldn't be returned via email but then she was informed that after the weekend the manager would contact her to assist her with the return. The customer called Sunday night on Christmas Eve (12/24) when a manager wasn't present but was contacted on Tuesday, 12/26 once our office reopened. Without any pushback the return was approved and we apologized for the error. Her complaint that we do not allow a trial for 5 mattresses per household is not true and this lie can cost us business with customer's who are looking for more than one mattress. 

  Customer Answer

  Date: 01/18/2024

  
  
  
  
  Complaint: 21055284
  
  
  
  I am rejecting this response because:

  Business response not accurate and trying to excuse themselves after I clearly been denied return from veterans customer service called Irene,see attached with written response! After considerable effort and complaints I get accepted the return and refund,finally!!! Get in order Plushbeds if you want more customers be honest and upfront with your policy! Waiting for refund now see how this goes 
  
  
  
  Regards,
  
  
  
  L**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/07/2023

  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.

  I purchased a wool mattress topper on October 25th, 2023. It was delivered November 2, 2023. Upon opening the package I was blown away by the horrible odor of dirty sheep. I put it on the bed anyway thinking it might go away shortly. The next day I contacted the company when I woke up and my whole room, myself and my sleeping clothes all smelled like rotten sheep. When I contacted the company they said give it to the first of next week to dissipate the smell. Monday came and the odor was still as bad. I contacted the company and stated that the item was defectively produced and that the extreme smell was not something that was healthy or acceptable for a person to inhale. They told me that animal products have an odor since they are natural. I stated that I am a horse trainer that has 5 indoor dogs and am familiar with animal smells. This is not normal. They then promised to have a manager contact me. That has still not happened. On their website it says no returns unless manufacturer defect. A product with that level of stench is wout a doubt a manufacturer defect. No customer in there right mind would pay over $700 for an item that made them and their entire house smell like a dirty slaughter house.

  Business Response

  Date: 11/22/2023

  I apologize for the inconvenience you have experienced. I understand how frustrating it is to receive a product with such an unpleasant odor, especially when it affects your sleep environment and daily life. Please accept our sincere apologies for any discomfort this has caused you.
  
  We take all customer concerns seriously, and I assure you that we are committed to resolving this issue promptly. We acknowledge your concerns regarding the quality of the product and the customer service manager has already assisted you with your issue. If there’s anything else we can assist you with please do not hesitate to contact us. 

• Initial Complaint

  Date:11/02/2023

  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.

  On September 7th, my wife and I purchased a bed, frame, and sheets from Plushbeds. The promotion at the time included free items such as a sheet set, mattress protector, and two king-sized pillows, which motivated us to make the purchase. We ordered a split king bed with all the aforementioned items, with a total spent of $4832.00. However, it has been quite frustrating as everything has been delayed from what was expected, based on their website and customer service. We have received all the items except for the mattress protector, which has been showing as in stock. However, customer service has been telling me for weeks that they are waiting for the factory to provide them with tracking information. At this point, I am not sure what to do except file a complaint to get this order completed. I also want to add that I submitted a review on their website detailing the situation, but it was never published. I am concerned that they are selective about what their customers see. I would appreciate any help to get the remaining item that we ordered. our order #3****22

  Business Response

  Date: 11/17/2023

  
  
  Thank you for bringing this issue to our attention. I apologize for the inconvenience you have experienced with your recent purchase from Plushbeds. I understand how frustrating it can be when items are delayed. 
  
  Firstly, I assure you that we value your feedback and are committed to addressing your concerns. We apologize for the delay in receiving the mattress protector, I noticed that our team informed you the free mattress protector was delayed and we would ship it out as soon as possible. Upon checking for a status update FedEx has informed us the mattress protector was delivered to your home. I
  
  Once again, I apologize for these inconveniences and frustrations. We appreciate your patience and understanding throughout this process. If there is anything else we can do to assist you or enhance your experience with Plushbeds, please do not hesitate to let us know. We are here to help and ensure you with your purchase.
  
  
  

• Initial Complaint

  Date:10/12/2023

  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.

  I had high expectations for my PlushBeds mattress given the premium price and the company’s reputation for quality. Regrettably, both the mattress and foundation have been nothing short of disappointing.
  
  Upon returning to our PlushBeds mattress after a temporary switch to a $350 Costco mattress, the comfort level was noticeably inferior. The lack of support has led to sleepless nights and even back pain, impacting our well-being significantly.
  
  To make matters worse, the foundation uses what can only be described as pallet-quality wood, resulting in a very unstable product. Assembly was a nightmare; no instructions were included, the textile zipper broke easily, and we were expected to use wing nuts as hardware. Additionally, the wood was poorly processed, leading to a mess during assembly and multiple splinters.
  
  Customer service initially offered a post-trial comfort exchange but later revoked this offer, proposing a 50% discount on a new latex topper as a remedy. This doesn’t address the core issues we’ve faced or meet the level of quality and service I expected when investing in PlushBeds.
  
  I urge potential buyers to consider all options and read reviews carefully before making such a significant investment. With my experience, I can only give this product a 2-star rating.

  Business Response

  Date: 10/12/2023

  Thank you for taking the time to share your feedback. We apologize for your experience.
  
  We understand that comfort is subjective and can differ from person to person. That's why we offer a comfort adjustment option within 100 nights of delivery. In your case, the mattress was delivered on March 22, 2022, and we didn't receive any comfort-related issues until January 1, 2023, which is 185 days after the trial period ended. However, we still went out of the way to find a solution for the issue. Unfortunately, we didn't receive a response from you regarding this option.
  
  Considering that you have now had the mattress for over 18 months we are happy to extend a discounted offer on a topper or alternatively, encourage you to proceed with a warranty claim if you feel there is an issue. 
  
  Regarding the foundation issue, as you may recall you reached out to us upon its delivery, we agreed there was a manufacturer’s defect and we issued you a 100% refund at that time. We then took that issue up with our supplier and that issue was resolved 18 months ago. To clarify, you received a 100% refund for your foundation 18 months ago. We are happy to send you details of the transaction for your records if needed. 
  
  If you have any further concerns please let us know. We are here to assist you and ensure your satisfaction.

  Customer Answer

  Date: 10/12/2023

  
  
  
  
  Complaint: 20728216
  
  
  
  I am rejecting this response because: They knew it was problematic from the get go and they want me to spend more money on top of the thousands that I have spent with them to be able to get a good nights rest. The quality overall of the company and product is poor. I suddenly had a responsibility taking care of my uncle 1500 miles away in Arizona under hospice care and it consumed almost a year of my time taking care of him so I wasn't available to take care of the quality issue. You can see the other complaints about the company and know im not trying to get something free.
  
  
  
  Regards,
  
  
  
  F*** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/13/2023

  Please feel free to contact us and proceed with a warranty claim. If you have any further concerns please let us know. We are here to assist you and ensure your satisfaction.

• Initial Complaint

  Date:08/21/2023

  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.

  Purchased Cooling Gel Mattress Topper for $627.00 on July 25th (Order # 3****38) which, according to their website:
  
  - keeps you sleeping cool and confortable every night
  - the cooling infised gel adds softness with no loss of support and soothing pressure relief
  
  In fact the topper did NOTHING to cool bed (our primary reasin for buying) and - because of the lack of support in the material (causing indentations) created pain in my wife's neck and pain, requiring an appointment with her chiropractor.
  
  When notified, the company stated that they do not do refunds for toppers.

  Business Response

  Date: 08/24/2023

  We appreciate the feedback you provided regarding your experience with our Cooling Gel Mattress Topper. We sincerely apologize for the inconvenience. 
  

  While it is important to note that such issues are rare, we want to assure you that we take your concerns seriously. In our attempt to better understand the situation and assist you, we did reach out and inquire about how the topper was being used and the surface of your mattress. It's crucial to mention that while the Gel Topper provides support, it naturally adapts to any surface it is placed over. Unfortunately, we did not receive any specific information that could have helped us to assess the topper you received, regardless an exception was made, and we accepted the return and refund of the topper.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team.