ComplaintsforNolah Sleep, LLC

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed and product still has not shipped. Very difficult to contact seller.

  Business response

  12/04/2023

  In checking on this concern I see that the order was placed on Saturday 11-25-23.  Our website indicates that mattresses require between **** business days production time during this busy holiday season.  The mattress shipped on 12-4-23 which was the 6th business day from order placement.
  
  ****** did reach out to us over the weekend while our *************************** was closed to enquire about his shipment and we responded with a ***** tracking number Monday morning upon our return.
  
  Customer Service is very important to us and wed be happy to assist ****** if he has any additional questions or concerns and we hope he loves his new mattress.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This has nothing to do with the mattress. Simply it was not a good match for my wife and me.Rather this is 100% to do with this companies lack of adhering to its stated policy regarding returns listed on its own website.We are now (2) weeks from when the mattress was picked up from the firm that they use. No issuance of a refund and the only correspondence received was acknowledgement of the return when WE reached out.Why is the (2) weeks important? This is their claim via email that it takes to receive a refund. Which by the way is NOT listed on their website.

  Business response

  11/03/2023

  We believe this was a simple misunderstanding and has now been resolved to the customers satisfaction.  
  
  Our process is that the customer emails us the donation receipt confirming pickup once the mattress is removed so that we may process the refund.  We send these instructions out via email to the customer once we schedule the pickup. We never received the pickup receipt from *******.  However, once he alerted us to the fact that the mattress had been removed, we were able to email the vendor and get a copy of the receipt. His refund was processed within 5 business days from our receiving confirmation of the mattress removal.  
  
  We are sorry for any confusion around the process and we hope that ******* is now satisfied with the resolution.  

  Customer response

  11/07/2023

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company is falsely advertising a luxury firm mattress that was not firm enough to even support my small child. It also says there is edge support. The mattress edge is so flimsy the construction of the mattress due to the roll pack way it is shipped does not allow construction for an adequate edge support. I want a full refund and will gladly return the mattress. I do not want to exchange, I feel this company is also hiding negative reviews.

  Business response

  06/28/2023

  On **** 20th, ******** contacted us expressing concerns about her newly delivered mattress. She found it to be softer and lacking in edge support compared to her expectations for a Luxury Firm model. In order to assess whether there might be a defect in the mattress or if it was simply a matter of personal preference, we requested photos from ********. She declined to provide photos at that time and expressed no interest in a replacement or exchanging it for a firmer model.
  
  Since our company offers a 120-night in-home trial, we were happy to proceed with arranging a pickup of the mattress for a full refund. The pickup is currently scheduled for **** 30th.
  
  Our Luxury Firm model, which ******** had purchased, falls within the medium firmness range. This level of firmness is a popular choice as it strikes a balance between comfort and support that tends to work well for various sleep positions and body types.  However, determining the best mattress firmness level for an individual is subjective and depends on a variety of factors such as sleep position, body weight, and comfort preferences. 
  
  We were sorry to hear that this wasnt the best choice for ********* needs and are working to quickly address her request.

  Customer response

  07/04/2023

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Nolah 10 *********************** on 11/25. Quality was fine, but it was not as advertised since reviews appear to be selective, curated PR, leaving customers unable to make informed decisions. Consumers cannot make an informed decision if the company hides reviews below 5 stars. They also make it hard: I had to ask 5 times via e-mail to get a link to review the product, after which the review disappeared, unposted. As an online-only company, consumers have no choice but to trust company-posted, and apparently curated, reviews which did not allow me to make an informed decision. This is a deceptive business practice. I had to ask customer support *5 times* to get a link to review the mattress I returned, and I had to mention BBB to finally get the link. I wrote a review, which was not posted. Nolah claims 4.7/5 customer rating for this product, with reviews apparently open and in chronological order, but there are no reviews posted since 10/26/22, including mine, and I could not find any reviews less than 5 stars. There is also no way to search reviews for type of sleeper or by rating, and those posted appear to be selected and curated by the company, which does not allow consumers to make an informed decision - this is a deceptive business practice. I'd appreciate a refund of the $99 for return fee since, as a consumer, I was not given access to full and accurate information (in the form of full and honest reviews) by this online-only company. I also suggest BBB encourage Nolah to publish *all* reviews and allow all customers access to all reviews so consumers can make an educated choice. How many other customers returned their mattresses and did not follow up 5 times to get the review link? For those who did, how many of those reviews were actually published to allow consumers to make an informed decision? Ending this deceptive practice will benefit Nolah as well since consumers would be able to see accurate customer reviews, not selective PR.

  Business response

  01/19/2023

  Oops, we made a mistake and can understand ****** frustration.
  
  Instead of relying on automated responses, we prefer the personal touch of dedicated customer service agents to assist our customers.Sometimes this means we make mistakes, like we did here. 
  
  We initially told ***** it would be approximately 3 weeks before he was sent a link to leave a review. When he pushed for one sooner, we did send him the link.However, in hindsight we should have also more clearly explained that his review, along with others would not be published until our new review system went live. 
  
  We let him know that we are currently in the process of updating our website, and we have run into some issues with the review portion during this transition. Our team is actively working to resolve these issues and once we have completely transitioned to the new review system, ****** review will be visible along with the other reviews we have recently collected, both positive and negative.
  
  Although his mattress is rated as a medium feel, ***** felt his mattress was too firm for his needs.  Mattresses are very subjective and what feels firm to one person may actually feel too soft to another.  ***** felt like visibility to more reviews would have enabled him to make a different purchasing decision and we agreed.  As such we did waive the transportation fee to pick up and return his mattress and he was refunded in full the same day his mattress was picked up.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January, 27th I purchased a Nolah Mattress for the amount of $1,983.40 USD.My mattress is not even 6 months old and the amount of motion transfer that is happening is preventing my wife and I from sleeping a whole night.The smallest turn from anyone causes the mattress to shake and move. We placed it on the floor and it didn't help at all, so we made sure it wasn't the foundation.I emailed the company with videos showcasing the amount of transfer it causes and they say this is normal. However, I have another mattress with coils and have had others over the years. They don't behave like this and I have never experienced anything as bad as this mattress' motion transfer. I couldn't upload the videos here, as it doesn't allow for it, but happy to send wherever needed.The company seems to be dodging responsibility for a subpar quality product and I'd like to have my money back. I can return the mattress or do whatever they tell me, but this is not acceptable for an almost $2000 purchase.

  Business response

  08/12/2022

  We have been in active communication with the customer to try and get a better understanding of their concerns as this was a very unusual complaint.  We received a video from them on 8-8-22 and asked that they allow us a few days for review and analysis. On 8-12-22 we offered to replace the current mattress with either the same model or a different model if they prefer. 

  Customer response

  08/18/2022

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 03/06/2022, I placed an online order (Order# *****) to Nolah Mattress for the total of $2,829.70. I purchased a Nolah Evolution 15 King ********* Nolah Platform Bed ***** ******************* A Mulberry Protection Warranty, and received 2 complimentary pillows. The item in question is the Nolah Platform Wooden Bed Base - King for $449 I received the materials throughout the week and unboxed the bedframe/base over the weekend, namely the day of Saturday, 03/12/2022. The box it came in was a bit rough, and when we opened the box, we immediately thought the materials looked very flimsy and cheap. The legs for the bedframe/base had scratches right out the gate, and the screws were stripped already. In any case, we thought, "Maybe it will be sturdier once it's put together?" Nope. Not at all. We built it per the instructions, made sure it was done correctly, and even when I sat on it by myself (I'm 130lbs) -It moved and wobbled. We made the decision to pack it back up and return it immediately. It's currently back in its original box.Following that, I sent an email explaining the issue to ****************************************** and they told me, "Thank you for reaching out. Due to the nature of the product, there is no return or trial period. However, the base does include a 10-year limited warranty." I simply want my money back for this. A warranty won't help me when the product is built his poorly. I sent a reply and gave them an opportunity to respond, but they seem to have poor customer service skills when it comes to things like this. (Based on the reviews I'm now reading online.)

  Business response

  03/16/2022

  ***** reached out to us over the weekend with an email request to return her platform base but did not fully outline her concerns or include any photos to help us in determining if the base was faulty, if it was damaged during shipping or if it was assembled incorrectly. Most concerns with the platform bed are due to incorrect assembly and can be resolved after a phone call with our support team.
  
  Her request to return was escalated to our **************** manager on Monday who processed her full refund the same day.
  
  It is our belief that her concerns were addressed and resolved to her satisfaction within 1 business day. The last response we received from the customer was Thank you so much we truly appreciate it.

  Customer response

  03/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did provide a full refund.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a Full Size Nolah Mattress last year. Received it beginning of September 2020. For the last 2 months I have been waking up in severe pain. Back, ribs, and neck. I called Nolah and told them my problem. They told me to send pictures of the mattress. I sent them many pictures showing that the foam was coming out the sides of the mattress. That is probably why the bed feels very hard. I'm sleeping on the hard core. I cannot sleep in this bed anymore because I am in so much pain if I do. They wanted more pictures and I sent them. Warranty Inquiry *****. The bed is supposed to be 10 inches high. From the foam coming out the sides its around 8 1/2 inches which means the foams have failed. I rotate the mattress every 3 months as required. I am the only person sleeping on this mattress and I weigh 130lbs. Their warranty says Lifetime on the mattress. I only had a year. They sent me an email stating that if I send them another $366 they will send me another mattress. Seriously!! They say Lifetime Warranty and they are asking me for more money?? Their mattress failed and I cannot sleep on it. Are they taking advantage because I'm a senior? I just want my money returned and they can take their mattress. If they say Lifetime Warranty and their mattress failed a little over a year and they want more money from me? That sounds ridiculous. I would like a full refund of my money. The mattress was very expensive to just let this go. They are not standing by their Warranty. I do not want to do business with this company. Especially asking for more money for their faulty mattress. I just want a full refund of my money for this mattress. Not an honest company.

  Business response

  12/09/2021

  We would love to assist ***** with her warranty claim, however, her request has been put on hold pending her submission of the required photos needed.

  The original photos we received did not show any manufacturers defects. When we asked for additional photos that better illustrated her concerns, she said she is unable to send any more. 

  As a goodwill gesture we did send her a complimentary topper. We also provided her an option to bypass the warranty process if she did not want to submit the needed photos and buy a new mattress for 50% off. 

  We stand by our products and take warranty claims very seriously, but we can not move forward until we receive additional information from *****. 

  Customer response

  12/09/2021

  I am rejecting this response because I did send many pictures and they asked for more and I sent those also. They are still asking for more. Those were sent again.They must have about 15 photos and I think they are using this as an excuse not to stand behind their warranty. It's been since September 2021. The more I send the more they want and nothing is being resolved. They should send someone out to look at the mattress.I cannot sleep on it. I have been sleeping in a chair. Not acceptable. Because of severe health reasons I cannot lift the mattress as they want me to. I already told them that.The pictures I sent show everything about the mattress with the foam coming out the sides and hard on top because of that.I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  12/22/2021

  As we previously stated we would be happy to assist ***** with her claim, however, it is on hold pending additional information from her.
  
  She did send us photos of her mattress but none of the photos indicated any defects with the mattress. 
  
  We are unable to complete this claim until we receive the documentation we requested.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nolah Bamboo mattress protector after I purchased the Nolah hybrid and loved the mattress. My issue came after the first night when the protector didnt stay on the mattress. I thought it was an issue since it was new but two months later it still slips off. The mattress protector cannot protect the mattress is it slides off every night. I contact Nolah and they seemed to not care, stating it was not a returnable producteven if it doesnt work as intended!Ilthey also state different return policies. On the website it states there are no returns but in my order confirmation email it plainly states 120 night in home trial. They mentioned the trial is only for mattresses but my order is only for the protector and does not mention a mattress anywhere. In summary: the product I purchased doesnt function as Nolah has it marketed. I would tred lightly when ourchasing the mattress protector. The Hybrid mattress, however, has been really nice.

  Business response

  08/10/2021

  Due to the nature of the product there is no return or trial period on opened bedding which is stated on the website.  However, within hours of receiving ********** request, it was reviewed and he was issued a full refund.  I believe this issue is resolved to the customer's satisfaction.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a brand new mattress from this company after a recommendation from my Orthopedic Surgeon as I have adhesive capsulitis in both shoulders and my preferred sleeping style is on my sides. The mattress showed up yesterday later than their published lead time, but was easily unwrapped and installed. However, I was sadly disappointed in the first night’s use as I awakened every 2 hours with sharp pain in the shoulder I was sleeping on. I immediately took the new mattress off and put the old one back on. I’ve sent an email to the company requesting flexibility as I chose not to pay extra for their return policy as most if not all of their competitors don’t charge for returns. Their standard policy requires 120 nights, I honestly can’t afford 1 more sleepless night with pain. I have offered to pay shipment back and also offered for them to apply the charge for pick up & disposal of the old mattress to be applied and their answer, NO. Very disappointing.

  Business response

  07/16/2021

  Mr ****** emailed us his concerns on July 15th, his ticket was escalated to a team leader who called him later that same night.  They agreed to a resolution and he thanked us for our offer and accepted it both on the phone and confirmed in email.

  Customer response

  07/22/2021

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

*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. ↩