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:08/16/2024

  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.

  In summer 2023, my wife and I purchased and paid for 2 twin XL Naturepedic (NP) Halcyon Arcadia mattress sets with adjustable bases ($13,241.09) after her anterior disc replacement surgery. We hoped this would provide her spine much needed support. We were assured that the odor that was present in the store would not be an issue. My wife, senior citizen, has asthma and mast cell response that is elicited in the store. Upon delivery, there was an immediate odor. It was unsafe for my wife and I did not accept delivery. The store was provided with a letter of concern from her physician. The Franchisee offered a 50% refund which he stated is the manufacturers policy. We in good faith asked if we could have them air out the mattress for an extended period of time to see if it helped. They agreed. During this time my wife continued to seek treatment to reduce her autoimmune response. At no time was there a stipulated period of time, verbally or in writing as to when this must be resolved. At no time was it communicated that the 50% refund offer would end if the treatment did not work. We operated in good faith, so much so that we purchased a different mattress (>$4K) for our guest room from this store. We have come back to the store, each time my wife began having asthma symptoms that escalated. I recently received a terse call from the Franchisee demanding we take delivery or he would dispose of our beds and stated that there are no other offers. I then contacted ************** in ****, speaking briefly to a rep. *** told me to send an email that she would forward to the manager. The manager responded to me that since I did not purchase the mattress directly from them, i.e., through their website or in person in ****, they could not get involved. I then filed a BBB complaint against them in **** but the BBB felt that I needed to address this case in ** and referred me back to the store. Since the Franchisee has already stipulated his response to me, I am seeking your advice regarding next steps as the ** store is not a member of the BBB. Regardless of the extended period of time this has taken, I have asked that since the mattress was in my home for less than ***** minutes, I am seeking some level of compassion to resolve this amicable as for the past 10+ months, they have had my full payment and I have had nothing in return. My wife has a documented health concern and her health is paramount. Both parties tried to make this work, but unfortunately the mattress is unsafe for my wife. Our hope is that the Franchisee would reconsider his position. Please note that on the receipt it states all sales are final. I did not sign this as we knew that there was a corporate policy in place and we shared that with the Franchisee.

  Business Response

  Date: 09/03/2024

  I feel it is professional to respond to ******************* complaint. There has been excessive time and effort spent trying to please *************** and his wife related to the purchase of their organic mattress. He purchased this mattress on 7/8/23 and accepted delivery on 9/26/23. Both *************** and his wife were home for the delivery. She did not stay long, stating she had to quickly go to an appointment. Within a half hour of delivery he called back and demanded the mattress to be picked up and stored in our store to air out. We accommodated this request, but with the agreement this would be received back by the customer in a reasonable time frame due to lack of storage space at the store. Several appointments were cancelled and rescheduled by the customer; when they did come we made arrangements of moving around merchandise and mattresses for their meetings. Attached is a signed sales receipt by *************** with the ALL SALES FINAL, NO REFUNDS OR EXCHANGES, policy clearly stated. We made an exception and an offer was made to ***************, during the mattress storage period for Naturepedic's Corporate Return Policy, the 50% refund towards store credit; this was declined by the customer. The communication was ongoing, attempts to please this customer, but no solution was good enough or acceptable. The mattress remains in the store to date. He was notified in July 2024 that we need to make arrangements for delivery due to storage space and location of mattresses in the store continuing to be an issue on our side. *************** said he would get back to us with his decision on delivery and this complaint surfaced shortly after that call.The mattress has aired out per their request and is still in the store over one year post purchase. Honestly, we feel used after over a year's worth of this exchange and insulted after this formal complaint. We have done everything in our power to attempt to please *************** and his wife while empathizing with their concerns. We should not be held financially responsible as a business especially after making considerable attempts to problem solve with ***************.

   

  Thank you, 

  Lukasz / Owner 

  Customer Answer

  Date: 09/05/2024

   
  I am rejecting this response because:
  ******: my complaint was not meant to insult you. It was merely to come to an agreement on how to end this situation amicably. The Halcyon mattress sets simply are creating a problem for my wifes health. We wanted it to work. We trusted the store, we bought more product, but this bed has not changed its smell and subsequent reaction to her respiratory problems. ******, you did offer us a refund of 50% late last fall and not a store credit and all I am asking is for us to part ways with each sharing in the loss, you have beds that were never used that could be sold or donated. I am appreciative of your attempts to work with us but there was never a time ultimatum given until just recently. Can we please equally accept ownership of the problem, part friends and move on. I believe that is fair and reasonable. Happy to reengage directly with you if you are amenable to my resolution. ****

  Business Response

  Date: 09/09/2024

  Dear *********************.  As stated in my previous response, we went above and beyond to help you with this situation. We have done everything that you have asked of us plus more. It has now been over a year and there are no monetary refund options.  If you would like to contact the store directly we may be able to work out a discount towards another product in our store.  Thanks for your understanding and we look forward to hearing from you.