ComplaintsforBoyd Night Air

• Initial Complaint

  04/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Have been trying to reach **** customer support over the past few weeks both by email and phone (leaving message) and receive no response. We own two ***** beds and are trying to find out the cost to replace a MA7105 air pump that is no longer functioning for a bed purchased in 2016-17 timeframe. Weve had similar problems in the past trying to contact customer support and this is yet another very frustrating experience.

  

  Business response

  04/22/2024

  Hello - We have touched base with the customer and resolved their concern.  Thank you.

  Customer response

  04/22/2024

  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

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 2 x Twin XL (as a split king) **** mattresses on Amazon from the Nite Air Beds on the last week of Feb 2024. After receiving the beds, and trying them out for a few nights, they were extremely hard, due to the 3" foam that was included as being very hard. We called mid-March 2024 and was told that a new softer foam layer would be sent out for both beds as well as a new zippered case to fit it all around the mattress.We waited a week and called again, and was told that we would receive these items 3/27/2024. We never received any tracking to validate, and we are now into April with nothing received from them. This seems to be a pretty standard operating procedure as evidenced by other complaints. We reached out again, and **** replied stating he would get status by the next day, and a week or more later, no responses, and no comfort items sent. If we aren't able to resolve this using with the 100 night trial policy due to working with them on one comfort upgrade but not receiving it, we will have met all criteria for the free return of 30 days of sleeping on the mattresses and trying to work with the customer service on a change to the beds.

  

  Business response

  04/11/2024

  Hello - **************** has been provided his tracking for his comfort enhancement provided at no charge.  Thank you.

  Customer response

  04/15/2024

  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 did receive the 3" egg carton foam which means it is really a 1.5" foam topper and it softens up the bed a tiny bit. We ended up just adding a 3" Tempurpedic foam topper from ****** to the bed, and that made a huge difference, much more over this foam that was sent by ****. 
  
  It is a shame it took 3 weeks and finally a BBB filing to get a response and action however. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 24, 2023, I bought a ****** ***** 612 6-Zone Number Bed and receivd Oct. 30, Order #****. I called Night Air Beds on Nov. 27, and spoke to the **************** Manager, ************************, requesting help with posible suggestions of better 'comfort' on the bed as I was not having any luck at all with my own air level adjustments.I explained that no matter what air level adjustments I made, nothing seemed to be working for better comfort. He suggested I could try a comfort mat top, and they could send it out to me as soon as possible, no charge. I repeated that I had made adjustments that did not seem to be working and would try a comfort mattress top to try 'with' current top and/or without current top.He said it would shipped out as soon as possible. I waited almost 1-1/2 weeks and no tracking number or shipment for the mattress top had yet arrived.On Dec. 6, I called again about the shipment and was told by ************************ that the mattress top was shipped and due to arrive Dec. 8. Dec. 8, it did not arrive, and the holidays were in full swing. I was not able to contact them again until January 4, ****, and told ************************ that I still had not received the mattress top and that, considering the hardship of me dealing with the current mattress I had purchased Oct 30, 'I would prefer, since I have not received a mattress top as previously requested", that "I would prefer a refund since I had not received a matress top" and I was told a couple times that one was shipped.He accepted my decision and sent me written instructions for what parts of the bed were needed in return for a refund. I asked, in regards to their refund policy, and indicated that I felt I had honored return policy as I requested a matress top, but never received and he immediatly said once I return the box of bed parts back, that I wil get a full refund. I agreed. Jan. 12, still no Fed Ex to pick up my box of bed parts. No email replies, calls or anyone answering my calls.

  

  Business response

  01/15/2024

  Hello,

  We have scheduled another ***** pick up for the items that need to be returned in order to process a refund.  The carrier did not complete the initial pick up request.  The 2nd pick up request is scheduled for 01/16/24.  The carrier tracking number for that pick up is 997350400024081.  The customer will be informed as well.

  Thank you.

  Customer response

  01/16/2024

  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

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called and left 3-4 messages, and emailed the company to have them send O-rings. I have received no return calls, but I did get a robo-response to my email 12/20/23 stating "Ticket #*****: Your ticket has been created" with a note that they would contact me. I have yet to hear from them. I am very disappointed, as I have had dealings with this company a couple of times over the years we have had our bed, and they have always been very helpful and cooperative,

  

  Business response

  01/03/2024

  Hello - The requested spare part is on the way to the customer and they should be receiving it in 2-3 business days.  Thank you.   

  Customer response

  01/04/2024

  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

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress with this company. It was under warranty, and I made a complaint about the bed tray. It is bowing and starting to fall apart. This is causing the air pockets to shift and my husband and I are waking up with back pain. I started corresponding with the company back in February 2023, they asked me to send pictures and I did. After I sent pictures they stopped returning emails and phone calls. Finally in November, I did receive an email saying that they would be replacing the tray to the bed, they forwarded me the invoice showing that it was approved and would be sent to me. I was told that I would have tracking information for it within 24 hours. It is now 6 weeks later and I have yet to receive that tracking information and I have not received the replacement tray. I have again called and emailed several times, but they will not respond.

  

  Business response

  12/22/2023

  Hello - We appreciate Ms. ******** patience while we determined the best coarse of action for her replacement.  We have upgraded Ms. ****** from a model that is 2 years old to a brand new model.  We have informed her of this upgrade and sent her tracking for the items she will be receiving.  We will continue to honor our warranty the best way possible, which can include replacing an item with a similar piece, or in the case, upgrading the customer as an appreciation for their patience.  Thank you.  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an Twin XL ultra **** bed on 01/22/23 and received it on 02/08/23. Order # ****. The bed comes with a 100 night sleep trial. Since I was having comfort issues (too firm), I contacted the company on 04/12/23 and 04/23/23 through email with no response. I called the company on 05/03/23 and was told they were going to send a different comfort layer and mattress top to accommodate the additional height of the new layer. I received nothing. Two weeks passed (05/17/23) and I called the company again and was told it was on backorder but was now in stock and I would receive it in a week or less. I received nothing. Two more weeks passed, and I called the company again. Could not speak to anyone but could leave a voicemail. Received an email from the customer service manager later that day (05/31/23) saying that he would give me a tracking number the next day but that never happened. I emailed on 06/13/23 and received a response on 06/14/23 again that I would get a tracking number the next day. I still do not have a tracking number after emailing again on 06/21/023 and 06/26/23. I have tried calling the company several times only to get an option to leave a voicemail or sometimes the voicemail is full, and no message can be left. I only want the new comfort layer and cover as promised by the sleep guarantee. I am also concerned that the warranty that came with the bed will be useless if I do have any issues in the future as there is no customer support.

  

  Business response

  07/05/2023

  Hello,

  We certainly understand the customer's frustration.  Unfortunately, our new shipment of air beds and air bed accessories is delayed and not expected to arrive for another 60 days.  We have reached out to the customer to confirm their intentions to either wait for the arrival of the new parts, or if they would like to proceed with a return and a refund.  Please note, this is not a warranty or defect issue.  This is a free of charge comfort enhancement that is being requested.  We have every intention of honoring that free of charge comfort enhancement when we receive the part the customer has requested.  We will wait to hear back from the communication we sent to the customer about how they would like to move forward.

  Thank you.

  Customer response

  07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20273027.  They have offered a replacement comfort layer when they are back in stock in 60 days or a return if I do not want to wait.  I have replied to their email stating that I am choosing at this time to wait for the guaranteed replacement comfort layer when they are back in stock.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bed from Night air on 3/24/23 for $2699.00. I was sent a confirmation of purchase saying I would receive another email when my order was ready. I have contacted them via email at [email protected] and left messages at 800-289-2693 with no response. I would still like to get the bed I ordered, but at this point I probably have to pursue a refund.

  

  Business response

  05/15/2023

  Hello - We apologize for the inconvenience this caused **** ********.  Unfortunately, we were out of stock of the item she ordered and she should have been notified immediately.  Her order has been canceled and she has been refunded the full amount.  Thank you.   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a softsided waterbed with a lifetime warranty on the bladder from **** Speciality Sleep, ********************************************, phone #************. I know they are listed as **** Sleep on the BBB than what is on our purchase agreement but it has the same address and phone number. I called February 24th and left a message, no one responded. I called March 4th and someone answered. I told him our mattress was leaking. I gave him my order number, which he was able to look up, showing lifetime warranty purchased and he said he would get a replacement sent out tomorrow and we should get it in 5 to 7 days. I was amazed at how easy and fast it was to get a replacement bladder. I called March 9th to see if there was a tracking number and had to leave a message, no response from ****. I called March 14th because our mattress has not been delivered, left message, again no response. I've called multiple times today. Their message says "for immediate assistance, dial 0 or stay on the line", no one has picked up and I've tried dialing 0 and staying on the line and still end up being told to leave a message. We are sleeping in our daughter's bed and it is killing my back. I want to know if they are actually sending a replacement or if they're not.

  

  Business response

  04/04/2023

  A replacement mattress was sent out for this customer and it is set to deliver on 04/05/23.  The customer has been notified with tracking and the ETA.  We did not receive a response back from the customer to confirm they received the information.  The customer has a direct email and phone number for any future assistance they may need.  Thank you.

  Customer response

  04/05/2023

  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

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/13/22 I paid $158.00 for two twin xl mattress toppers. After setting up one we decided to return them both because it wouldn’t hold air for months as advertised and instead would continuously deflate making it necessary to re-inflate daily. I’ve tried contacting Top Aire to start the return process but all email and chat messages have been ignored.

  

  Business response

  02/06/2023

  ***** *******

  We responded to your email request for a return on 01/09/2023.  We received an email back stating the email was rejected after several attempts.  We are more than happy to assist you with a return and refund.  If you would please call us directly at ************, or email me at ************************* we can assist you.

   

  Thank you.

  TopAire

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Night air will not answer my customer service request to fix my air loss problem. Called and emailed several times with no response. 1 side of my mattrass keeps losing air. Terrible customer service

  

  Business response

  09/23/2022

  We communicated with **** several times and provided him 2 sets of spare parts to fix his issue.  We also spoke to him today on the phone, prior to receiving his message and offered him another solution, which he took us up on.  We consider this matter resolved.  Thank you.  Night Air

   

*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. ↩