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: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!