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:05/20/2024

  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.

  I purchased a bed from Deal Beds in January of 2023 and it broke. The legs collapsed while we were sleeping and my husband ended up on the floor at 2am. I filed a claim and I was told it is still under warranty and that they will either repair it or replace it. I had their ************************* come out and inspect the bed and they said it needed to be replaced, that it was irreparable. They connected me to Servco the people who deal with their claims and I have been speaking to them since and they said they keep speaking to Deal Beds and after the fourth try I decided that 8 months is a little long for a claim to be processed when I feel unsafe sleeping on the bed that I have car jacks holding up.

  Business Response

  Date: 06/01/2024

  We apologize for the trouble you've experienced with your adjustable bed. We understand the distress caused by the bed collapsing and the subsequent delay in processing your warranty claim.
  Please contact our customer service team at ************** so we can resolve this issue promptly. If the bed is non-repairable, we will assist you in getting a replacement immediately.

  Your satisfaction and safety are our top priorities.

  Thank you for your patience.

  Customer Answer

  Date: 06/13/2024

  No one from this company ever calls me back. I've constantly have to follow up. They have now said they are no longer going to replace the bed but they are just going to get new legs which broke off to see if that's a fix. This process is not resolved yet. My last conversation with them was June 10th and that's because I called them.

  Customer Answer

  Date: 06/25/2024

  Date Sent: 6/13/2024 6:36:00 AM
  No one from this company ever calls me back. I've constantly have to follow up. They have now said they are no longer going to replace the bed but they are just going to get new legs which broke off to see if that's a fix. This process is not resolved yet. My last conversation with them was June 10th and that's because I called them.

  Business Response

  Date: 06/25/2024

  We completely understand your concern, and we would like to assure you that this will be resolved accordingly. Please keep in mind that the warranty is handled by the manufacturer, but they are making the necessary arrangements under the warranty coverage to resolve the issue with your adjustable bed. This appears to be the appropriate solution, but if replacing the legs does not fix the problem with your adjustable bed, they will proceed with next steps. 

  We are here to help, so please don't hesitate to reach out with any questions or concerns during the warranty claim process. We appreciate your patience and understanding. 

  Thank you

  Customer Answer

  Date: 06/26/2024

  After receiving the company's response through you i phoned them immediately on the next business day and they told me they were going to replace the legs and that they would call me back it has now been 3 weeks and and I've heard absolutely nothing they have no longer moved on this claim, on my complaint, they have done absolutely nothing to resolve this issue. I don't know what needs to happen now if you need to contact them again because whenever I contact them I get absolutely nowhere with no results.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21734726
  
  I am rejecting this response because: I have called them several times and there is still no resolution to the situation. They never return calls, I am always following up and still receiving no resolution.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/09/2024

  I have called several times to the company and they keep putting me off. I phoned yesterday July 8th and I was told by their customer service department that it has to go through Servpro. The answer to my complaint through the BBB is please call our number for customer service and will be happy to help. They asked me when they told me that it had to go through Servpro if I wanted to call back later that day and I said no I have never heard from them that I would like a call back and the gentleman said okay we will call you back later today, and I still have heard nothing. So I am initially right back where I started. I have heard nothing from the company, nor Servpro who they say needs to be the main contact, create a resolution to this issue.

  Customer Answer

  Date: 07/09/2024

  I have called several times to the company and they keep putting me off. I phoned yesterday July 8th and I was told by their customer service department that it has to go through Servpro. The answer to my complaint through the BBB is please call our number for customer service and will be happy to help. They asked me when they told me that it had to go through Servpro if I wanted to call back later that day and I said no I have never heard from them that I would like a call back and the gentleman said okay we will call you back later today, and I still have heard nothing. So I am initially right back where I started. I have heard nothing from the company, nor Servpro who they say needs to be the main contact, create a resolution to this issue.

• Initial Complaint

  Date:04/25/2024

  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.

  March 30, 2023 purchased queen size iDealBed 4i custom adjustable bed base from Dealbeds.com for $749. January 15, 2024 contacted DealBeds about issues I was with the frame. **** was the representative we interacted with as my husband and i spoke with her on the phone explaining the situation and sending pictures and video from under the bed as requested. She opened a warranty ticket for us and got the process started. On or around 1/26/24 technician came to inspect and photograph bed frame. He said it should be replaced as the frame is faulty. That evening while trying to use the defective bed, a break in the platform occurred while trying to raise the foot. The bed is now completely unusable. We checked with warranty company and Dealbeds weekly. ServeCo said they sent tech report to the manufacturer (meaning Dealbeds) and it was in their hands. Dealbeds repeatedly told us the frame was being replaced they were just waiting for a final signature. This went on for three weeks. Then Dealbeds said the manufacturer wanted more pics. We were appalled at their runaround. Reluctantly, we gave in and a second technician from a different company visited on 4/4 and took pics. He too told us that it should be replaced. Phone notations indicate weve contacted Dealbeds weekly to check on the situation. At no point have they called me or answered emails. 4/11 was told by **** they reached out to manufacture but no response.4/18 was told no response from manufacturer but they could send me a new bed if I pay $300 shipping. I said no. **** offered to reduce it to $199 and argued that I was responsible for shipping despite my manual doesnt say that in the warranty. 4/25 told the same thing but I asked **** about the manufacturer response he told me that they declined due to break. He claimed break was present in first tech photos and it was not. Sending it to quality control. Over 3 months and no fair resolution. I want frame replaced and shipped for free as company claimed.

  Business Response

  Date: 05/01/2024

  Thank you for reaching out with your concerns about the adjustable bed frame purchased in March 2023.
  We understand the frame has experienced structural damage after eight months of use. Under the manufacturers warranty, such issues typically fall outside the standard coverage, which focuses on technical malfunctions and parts replacements for up to three years.
  Although the manufacturer did not approve the claim due to the nature of the damage, we recognize the importance of your satisfaction and comfort. To support you better, we have decided to make an exception and approve the replacement ourselves. We have also offered to reduce the shipping cost for the new frame to $199.00.
  We appreciate your understanding that our limited 10-year limited warranty, provided by the manufacturer, does not usually cover full replacements at no cost under these circumstances. However, we are committed to ensuring that your experience is as positive as possible and are here to help facilitate this process.
  Please feel free contact us to proceed with the replacement or if you have any further questions.
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21626584
  
  I am rejecting this response because:
  In the last communication with Dealbeds before filing a complaint with the BBB, they said they would send it to quality control department. Theres been no communication about this. 
  in addition, the warranty as it is written in the manual, for my bed does not read the way the company has responded. Nor have their prior communications matched up with this response.  I can a picture of this, if needed. 
  Also, the damage to the bed should be covered as it is a defect in the frame. That was noted by at least two technicians. In fact, the initial video and photos that we sent showed the damage and the company repeatedly commented the frame would be replaced. 
  Dealbeds continues to create runarounds. Over a month ago, when I spoke with the supervisor, I even suggested that they simply replace the bed and wait for the manufacturer to deal with them. I was told that its not how they work. However, a month later, a different representative suggested the same solution but with me paying a ridiculously expensive shipping fee. 
  
  This ordeal has taken 3 1/2 months so far. So I dont think the company really cares about the consumer as they pretend. At this point, I am seriously considering filing in small claims court for all of the stress, deception, mismanagement, and lack of honoring the one year warranty. 
  

  In an effort to compromise and finally get a resolution and an end to this ongoing nightmare, I am willing to have a new bed frame shipped and will pay $100 for the shipping. I believe by doing this I am  demonstrating my willingness to meet the company halfway. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/11/2024

  We'd be glad to work with you as far as the shipping fee. Please contact our customer service directly at your earliest convenience, so that we can further assist you with this matter and make the necessary arrangements. 

  We look forward to hearing from you soon!

  Thank you

  Customer Answer

  Date: 05/13/2024

   
  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. I have called Dealbeds before accepting and they agreed to the $100 shipping. I have made that payment and am waiting for a new frame to be shipped. Thank you BBB for helping to resolve this four month ordeal. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2024

  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.

  The product arrived and is similar to a pillow I already had but it smells so horrible it made me nauseated. My family all smelled it to verify it wasnt just me. The pillow smells like moldy rotten bananas and the company is saying my only way to get a refund is to spend $21 to send it back. They shouldnt be allowed to sell faulty and rotten products. I would have never purchased it had I known and Id never recommend anyone buy from there. They just have the facility not climate controlled with produce or something to cause that smell.

  Business Response

  Date: 04/02/2024

  Thank you for bringing your concerns to our attention. We're truly sorry to hear about your experience with our product. Some new bedding items may have a distinct "new pillow smell" from the materials being sealed after manufacturing, but the description you provided suggests something far beyond the typical scenario and seems very unusual. In light of this, we have gone ahead and issued a full refund for your purchase, as we value your business and your satisfaction is of utmost importance to us. Please note, there is no need for you to return the item; you may keep or discard it as you see fit.

  It's our hope that this resolution demonstrates our commitment to customer satisfaction, even in the most unusual of circumstances. Should you have any further questions or concerns, please do not hesitate to contact our customer service team.

  Thank you

  Customer Answer

  Date: 04/02/2024

   
  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

  Date:03/20/2024

  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.

  Purchased Feb 20, 2020 bed frame has 20 year warranty and it is clearly stated on the product manual. I purchased a bed frame from Deal Beds, which soon developed serious stability issues. Despite following the recommended process, which involved a warranty claim and a visit from a technician named **** from ***************************, the issue has not been resolved. **** initially advised that a full replacement of the frame was necessary due to the unfixable nature of the stability issues. However, his official report later contradicted this by claiming the frame was fixed and met manufacturing standards, a statement echoed by the warranty company. This false reporting has left me with a defective, unsafe product.Further complicating the issue, Deal Beds has ceased communication through Amazon, violating the platforms seller policy and forcing me to seek alternative contact methods. I have reported the seller to Amazon for this lack of responsiveness and misinformation.Additionally, the South ************* regional manager for *************************** contacted me attempting to persuade me to remove my negative reviews. In this conversation, he admitted the technician, who he described as their best, might have been motivated by commission to alter his service reporta concerning revelation that suggests unethical practices.This entire experience has not only involved receiving a defective product but also encountering misleading service reports, unethical attempts to manipulate customer feedback, and a blatant disregard for consumer safety and satisfaction.

  Business Response

  Date: 04/02/2024

  We sincerely apologize for the difficulties you've encountered with your adjustable bed purchase and the warranty service. We understand the frustration this has caused and appreciate your patience as we've worked to address these concerns.

  We've taken your feedback seriously and have been in close communication with the manufacturer and their warranty department to ensure that your case receives the attention it deserves. They are now fully informed of the issues you've experienced and are prepared to assist you further in resolving this under the warranty coverage.
  Please accept our apologies for the overall inconvenience this situation has caused. We are committed to ensuring that your issue is resolved satisfactorily. Should you need any additional assistance or have further questions, please do not hesitate to contact us directly.

  Thank you for bringing this matter to our attention, and again, we apologize for the difficulties you have faced.
  

  
  

• Initial Complaint

  Date:10/24/2023

  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.

  They completely misrepresented a return policy issue and are charging me 399.00 to return a box spring mattress when the item cost was 400.00. I canceled the order before it was shipped, and they still charging me.
  Also, they refused to give me any documentation and emails concerning the issue of my order.

  Business Response

  Date: 10/26/2023

  Please accept our sincere apologies for any inconvenience or
  confusion you might have experienced regarding your recent purchase from us. We
  value your business and would like to provide a detailed explanation to address
  the concerns raised in your complaint.

  On October 9th, you placed an order with us for a mattress
  and box spring set. Two days later, on October 11th, we received your request
  to cancel the box spring while continuing with the mattress order. We
  immediately relayed your request to the manufacturer. We appreciate your prompt
  communication and immediately relayed your request to the manufacturer. Unfortunately,
  we were informed that the production of your order was already underway, and
  thus, it was not possible to cancel the box spring at that juncture.

  We promptly communicated this situation and provided you
  with the option to refuse delivery of the box spring. During this
  communication, we outlined that a return fee would apply, which would be
  deducted from your refund for this item. This was to ensure that you had all the
  necessary information to support your decision-making process.

  Following your choice to refuse delivery of the box spring,
  we wanted to extend a gesture of goodwill considering the circumstances. As
  such, we reduced the return fee from the standard $399 for oversized items to
  $199. We hope this reduction demonstrates our commitment to your satisfaction. We
  processed a partial refund to your original payment method on October 26th.

  Regarding your request for a copy of our internal
  communication with the manufacturer, please understand that we are unable to
  share these details due to confidentiality and business protocols. However, we
  assure you that all efforts were made to accommodate your request within the
  constraints of our operational processes.

  We genuinely hope this clarifies the situation and
  demonstrates our dedication to resolving any issues amicably. Should you have
  further questions or require additional assistance, please do not hesitate to
  contact us directly. We are here to ensure a positive experience and value your
  feedback.

  Thank you for your understanding, and we look forward to
  serving you better in the future.

• Initial Complaint

  Date:08/07/2023

  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 ordered a mattress cover for a certain kind of mattress—split head queen mattress cover— online at dealbeds.com. When the order hadn’t arrived after two weeks, I followed up by calling their customer service phone number and spoke with someone named “Mick” with an Australian accent. He told me that the particular item that I ordered had been discontinued and they could send me a more expensive one at no extra charge to me.
  The order did arrive, but it was totally wrong size. All I got was two twin size regular mattress covers. The salesman where we bought our mattress suggested deslbeds.com bc they were the best place to get one from. What a joke! I’ll be calling him to let him know what a scam deslbeds.com is before any other of his customers go through this experience. I just want my money back in the amount of $109.99 so that I can buy one off *******

  Business Response

  Date: 08/14/2023

  First and foremost, we truly apologize for any confusion or inconvenience this has caused you. We value your business and always strive to meet the expectations of our valued customers.
  After your initial purchase, we indeed contacted you to inform you that the item you had chosen was out of stock. A comparable alternative was then proposed and accepted. The size of this item was a "Split Queen", consistent with your original order. We understand there may have been some confusion regarding the specific size distinctions, notably between a "Split Queen" and a "Split Top Queen". To be clear, we do not carry or advertise the "Split Top Queen" size.
  We're genuinely sorry for any misunderstandings that may have arisen. We have noticed that your return request was already authorized, and a prepaid return label has been issued. Please be assured that upon receiving the returned item, we will promptly process your refund.
  Again, we sincerely apologize for any inconvenience this might have caused you. We hope that despite this hiccup, we will have the opportunity to serve you again in the future.

  Thank you for shopping with DealBeds!