ComplaintsforReverie

Bed Sales

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Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a Reverie split king adjustable bed frame with a ************* of the two control boxes previously failed and now the second of the two has failed. I have been trying to contact the company for over a month. No one ever answers or returns my calls.
Business response
03/14/2024
Hello,
We have reached out to the customer via phone to further assist with the base as of today, 3/14th and left a voicemail message. We also followed up with an email. We are currently waiting on a response.
Thank you
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My elderly 82 old father has a reverie adjustable bed and has no power. I have done all the troubleshooting and no luck. Since December 2023 I have called and left messages as they asked and I have not received a call back. I have emailed as well and no response. It' 3.5 years old and there is a warranty. I would like to get his bed fixed and would like someone to please get back to me. Thank you
Business response
03/07/2024
Hello,
As of today, Feb 7th, I have reached out to the customer to assist with the complaint and left a voicemail message. I have also followed up with an email as well. Waiting on a response.
Thank you
Initial Complaint
02/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am having a unique issue with our Reverie adjustable bed. I have been trying for a month to speak with any human at Reverie. All 3 customer service phone numbers I have been able to find, the phone simply rings and *********** am not able to leave a message. One of the phone numbers says I am caller 2 in line before disconnecting me. I want an actual phone number to contact a human at Reverie to discuss our situation. I need service and its impossible to get in touch with anyone at Reverie! How is it possible this company is A+ rated??
Business response
02/22/2024
Hello,
We show that we had responded to the customer's voicemail on Jan 16th and was unable to reach him. We did speak with ***************************** on Feb 20th and it appears this customer is all set.
Thank you
Initial Complaint
01/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I tried contacting the company for a warranty issue (bed remote) 12/27/23.I called first and was notified there were two calls ahead of me. After a couple of minutes I was told to leave a name and number. So I emailed the company (************************************************) and received an automated reply that their response time was Email responses - 2-3 business ***** replied to their email after several days- 1/6/24. Then again on 1/10/24. And finally today (1/20/24).At this rate, my warranty is going to expire before they respond.Maybe that is their plan.
Business response
01/22/2024
Hello,
As of today, we have reached out to the customer via, ************************** to further assist with his warranty issues.
Thank you
Customer response
01/31/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

*************************
Initial Complaint
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a purple bed with reverie bed motor, which is under warranty. I have left several voice messages and opened multiple support tickets with no call back. Website says agents are available from 8-6 EST Mon-Fri. When I call, it says there is one caller ahead of me with a wait time of 2 minutes. After about 6 minutes, it transfers me straight to voicemail, Says that I will receive a call back in "a few business days." This is unacceptable, particularly being that they don't call back at all. My bed is stuck in the upright position and I cannot use it. This is a warranty item and I need this replaced immediately. I feel like I paid $5000 for a product that is not warrantied as claimed.
Customer response
01/19/2024
The company reached out to me to resolve, but only because I had the email of the nice woman that I worked with over a year ago, and I contacted her directly. I am surprised she is still there. I feel like I would have never gotten in contact with them if it were not for that.
Business response
01/22/2024
Hello,
This customer's warranty issue has been completed and resolved. This customer is all set.
Thanks
Customer response
01/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *************** to have been resolved. I am still waiting on the motor to arrive, but it is true that they do not answer the phones or return voicemails. Had I not had the email address of the woman I worked with in 2022, I may not have ever reached them or heard back. There are many others with this same complaint, and Reverie must do better.
Regards,
*************************
Initial Complaint
01/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They updated their bed app and now it won't work. Try to call, never answer but let messages with no response. Sent emails with no responses. It's been over a month.
Business response
01/22/2024
Hello,
We have reached out to our mutual customer as of today. We left a voicemail message and was unsuccessful in reaching out to the customer.
Thanks
Customer response
01/23/2024
They called and left a message to call back at the same number I have called an left many messages at.
There was also an email sent with a direct line I also left a message with from the person who called/email.
I have also returned an email to this person with my questions and concerns. At this time, there have not been any responses.
Customer response
01/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
The company ha reached out and helped me resolve the issues with my adjustable base bed.
No further actions required.
*********************
Initial Complaint
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Post November 2019 (either 2020 or 2021) I purchased a Reverie R450 Power Base. It came with a 20 year limited warranty. In December of 2023 it stopped working. I checked all the troubleshooting tips offered on their website to no avail. I believe a part needs to be replaced. I called them numerous times and usually got a recording to wait for the next available customer service representative. No matter how long I waited eventually the call disconnected (on their end). I once got a "please leave a message and we will contact you" recording. I left a detailed message including my phone number but never was contacted. I emailed them 1/9/24 and got an automated acknowledgement email that said it could take up to 48 hours for a response. That was over a week ago. No response. I see this is a familiar problem with this company.
Business response
01/22/2024
Hello,
We do have record of the customer reaching out and have reached back out to her as of today, 1/22/24, via email to further assist this customer with resolving her issue.
Thank you
Customer response
02/02/2024
I was unable to respond to the original email and would like to take this opportunity to update the situation.
******* responded in a timely manner and sent me the part needed to fix the problem. I am completely satisfied with their response.
***************************
Initial Complaint
01/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a Reverie powerbase under the Purple mattress brand.The powerbase is not working and the customer service department at ********************** does not answer phone calls or emails to discuss a resolution.I have reviewed the trouble shooting suggestions on their website and it appears the Control Module on the unit is defective and no longer working.I have noted many others have had this problem as well.The control module is under warranty, however, they have not responded to my numerous phone messages and emails. It has been 40+ days since I begin trying to contact them. Their number is ************.I would like to talk with them and have them send a replacement control module so I can use my bed as advertised.
Customer response
01/18/2024
This matter has been resolved.
Thanks!
Business response
01/19/2024
Hello,
As of January 17th, the warranty claim was submitted and completed. This customer's issue has been resolved and is all set.
Thanks
Initial Complaint
01/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased R400Adj Power Base Feb 2020. Base no longer works, will not connect to remote. Have tried all recommended troubleshooting videos. Have attempted to contact company 5 times in the last two weeks both by phone (where you can only leave a message) and by message on their website with no response. Unit is supposed to come w/20 year warranty. I'm pretty sure I need a new control box. I need to know how to get one. A simple response from them and I wouldn't have had to file this complaint.
Business response
01/18/2024
Hello,
We have spoken to this customer as of 1/18th and started the warranty claim process. We are just waiting for the customer's proof of purchase.
Thank you
Customer response
01/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
01/14/2024
Complaint Type:
Billing Issues
Status:
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.
On 1/14/2014 reverie-go.com charged my credit card $20.95. I have never heard of this company. The charge is fraudulent. Would like the charge reversed. Could let my credit card know this is a fraudulent charge if Reverie doesnt reverse the charge of $20.95.
Business response
01/17/2024
Hello,
We have responded to the customer via email advising him that it was not our company that charged him fraudulently. We let him know that he would have to reach out to "reverie-go" directly via whatever contact number that was provided via the bank statement to get the issue resolved.
Thank you

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