Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 ordered a pillow top mattress cover on Oct 12, 2024 and received the shipment on December 2nd, 2024. It was a Christmas present from my husband. We did not receive any kind of update between those times so we sent an email on Nov 25th to get an update on when the item would arrive. They replied Nov 26th saying the order has been shipped out. We thought that was poor customer service but waited for the item to arrive. After opening the Christmas present I was not happy with the item. It did not match the picture or description on the website at all, the website described it as 3inches thick and it was possibly -1inch thick. I have other items from them like mattress and pillow and have been happy with them, but this was very poor customer experience so I emailed them telling them I wanted to return it. They sent me a reply saying that I was not the first to say it didnt match the website description and they have not updated it since they changed how they make it. They offered to send a second one for free to try and make it closer to the description. I said I could try that but didnt think it would work for my mattress with all the elastic that needs to be tucked under the mattress. So they said they were going to ship one to try it out and try to make it right. Well they didnt order the free one and I still dont have it and I have sent them 4 other emails stating that I want to return the original one for a refund. I am thoroughly disgusted and disappointed with them and that lack of courtesy and response from anyone. I need this pillow top for my health and my joints per my doctors recommendation. I wanted an organic one and I have ordered from them before. These are expensive and I want my money back since I did not get want I needed the description on the website was falsified and they have not responded to me Since Jan 6th and I have tried everything I can think of to get a return authorization. I cannot locate phone number to call them.

  Business Response

  Date: 06/29/2025

  Thank you for your patience while we reactivated our BBB account. A no-cost replacement was provided and shipped on UPS 1Z8592920302410340. It was agreed that a second topper would be an appropriate accommodation in this situation.

  Customer Answer

  Date: 07/01/2025

  I am rejecting this response because:  My medical needs were not met and my responses after the above communication with lifekind were ignored.  On Jan 6th 2025 I emailed Lifekind to inform them of my need to return due to the product received was not what I ordered on their website.  I received a response Jan. 6th 2025 and was offered the 2nd topper at no cost and communicated I could try it.  They said their description of the 3inch topper on their website was problematic (per their words) and they have not changed it yet and offered me the 2nd topper at no cost to double up.   They sent an email on Jan 7th that it would take 14 days to process the order.  I realized after that communication that even a 2nd topper would not meet my medical needs and to double up would not work for my bed so I sent another email and tried to locate a phone number to call them to continue with requesting the return which was my original request, but there is nothing on their website.  I sent this email on February 24th 2025 requesting a return and received no response.  I sent another email on April 15th, *************************************************************************************************************** the cold with no response to my emails or return requests.  I feel like they purposefully ignored my emails because they didn't want to accept a return or accept responsible for FALSE advertisement after I reevaluated my medical needs and decided that this free replacement to double up would still not provide what I needed medically.   So between the offer to replace the mattress topper on Jan 6th and when I received this replacement shipment May 29th over 5months went by.  I had to find a suitable mattress topper for my medical needs and have both of the lifekind mattress toppers boxed up and ready to ship back, the second shipment box has not even been opened.  I need labels to ship them back and a refund of my original payment.  Thank you.
  

• Initial Complaint

  Date:12/11/2024

  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.

  My OMI mattress failed. Lifekind responded to my warranty claim so I can only assume that Lifekind and OMI are the same essentially one business. Initially they said my mattress was not well supported, which caused the failure. When I sent pictures of my platform frame they now seem to imply that my mattress was overly supported. They will not respond to clarify by email, online chat, or phone. Additionally, I feel they are taking advantage of the local store I purchased from having closed. I followed the warranty instructions from 2017 that was given by the store I purchased from. The warranty requirements may have changed, or I may have been misinformed. Regardless, the mattress was on a flat surface for it's entire life. I am 140 pounds and the failure it clearly located at my buttocks as I typically sleep on my back. I have 2 more bed exactly the same, all on platforms. I'm only 7 years into the 20 year warranty. It seems from the communication I have received thus far that OMI/Lifekind has no intention of honoring the warranty for the current mattress that has failed, nor for the other 2 mattresses should they fail. The local mattress store that replaced the previous one says they no longer sell OMI/Lifekind due to these common failures, and communication issues with the company like those I am experiencing. These mattresses were very expensive and I would never have purchased them without the 20 year warranty or a requirement to purchase additional products from the company to use the warranty. I entered "replacement" below but would accept a return, repair, replacement, etc

  Business Response

  Date: 06/29/2025

  Thank you for your patience while we reactivated our BBB account. Shortly after Mr. ******* contacted the customer service team at ***, a warranty accommodation was made and replacement goods were shipped at no cost. We have provided tracking details with our response here.