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:03/04/2025

  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.

  Entered by BBB staff AT. The consumer purchased a mattress approximately 4 months ago; he agreed to make 4 monthly payments of $64.27 each. He gave the business his credit card number to make the  payments. After the 4 monthly payments were made, the business charged an additional $250.00 onto his credit card. He called the business and was told the $250.00 was put back onto the credit card. The money has not been put back on his credit card. The consumer wants the $250.00 put back onto his credit.

  Business Response

  Date: 03/04/2025

  Hello ******,

  Thank you for getting in touch. We have reviewed charges placed on your order and have found no such extra charge. I have attached a record of the charges we have placed in line with the agreed upon payment plan. Please note that an element of your payment plan agreement was the holding of funds throughout its duration, these authorisation holds are subsequently voided and we have verified these transactions were voided on our side. We discussed this with you over the phone in January also.

  For this reason it is important to view your statement in full as it appears today to see the transactions on your account, as these voided transactions often will not show as refunds, they will just be removed as transactions.

  If you can provide further information for the exact amount and date of this transaction you believe to be duplicated, we would be happy to investigate further.

   

• Initial Complaint

  Date:01/28/2025

  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 purchased some pillows from this company. They shipped them through ***** and on the day the shipment arrived I was home and the delivery person did not deliver to me. He never rang my doorbell and left the package on the side of my house where they was stolen. I try to contact the company and they told me I need to contact ***** and make a complaint to them and they said “ As ***** has delivered this package with an accurate delivery image to the address provided on your order, we would unfortunately be unable to open a claim for this or offer a replacement at this time.”

  Business Response

  Date: 01/28/2025

  Hello Anita.  We are sorry for the package being stolen.  As discussed, we have provided clear proof of the package being delivered to your residence.  We unfortunately cannot be responsible once the package has been delivered.  To make customers aware we send package delivery updates by email.  Customers would receive both an out for delivery and delivered package message.  It is important to be aware of these updates and retrieve the package in a timely manner to avoid any theft.  This is very important when customers live in high traffic areas.  

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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 pad and received it with no information at all and *** tried repeatedly to call customer service and leave all information and told someone would call me back but no one ever does tried to contact company but was told number has been disconnected but they sure keep taking payments out this has been going on for two weeks

  Business Response

  Date: 10/04/2024

  Hello *****.  We wanted to apologize for any confusion regarding our phone number contact details.  We had just transitioned to our new ************* number ************** and in error our agent during your transaction conversation provided the historical number.  We have reminded all agents of our new number, and we are glad we were able to clarify your concerns and questions when our agent called you back.  We are pleased that you are enjoying your topper and now getting the sleep you deserve.  Take care.  

  Customer Answer

  Date: 10/24/2024

  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.  
  
  Please see attachment.
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/24/2024

  Our customer ***** ***** had been using a legacy phone number to contact us and was provided a new number to contact our customer support team.  We spoke to the customer around their concerns on two fronts.  First that she had an outdated phone number in which we apologized and added a monetary discount that she happily accepted for her inconvenience.  Secondly, she requested hard copy of her receipt and the better sleep guide.  Unfortunately, and factors out of our hands our customer care agent had a mandatory evacuation of their home as they were in the path of both Hurricane ****** and ******.  Luckily our agent is safe and settling back into her home and will mail as soon as she can.  We appreciate your understanding of these situations.  Our primary focus is on the safety of our employees and customers. 

  Customer Answer

  Date: 11/08/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Please See Attached
  

  Business Response

  Date: 11/08/2024

  Hello *****.  We understand your frustration and we have confirmed now that our agent is safe and settle back in after the storms that the paperwork you are requesting has been mailed.  However, to make sure, I have asked for the information to be mailed again.  We always recommend sending by email to avoid these issues and delays.  Which is our standard process.  Our agent has also called you to answer additional concerns you may have. We appreciate your understanding.  

  Customer Answer

  Date: 12/02/2024

  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.  
  
  Please see attachment.
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:10/02/2024

  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.

  I spoke via telephone with Dormeo ***************** back in June of 2024 Some emails sent to them came back as undeliverable. More recently, ***************** voicemail recording simplycuts out, taking no information. Also read the " Untrim." Please thoroughly read what was written by myself on September 22nd of 2024. It begins with; the words; "Dear *** or Madam" The emails follow:Sent from *** on Sun, Sep 22, 2024, at 11:12 PM, Dormeo ************* <*******************************************************************> wrote:Hello ****,Thank you for reaching out and sharing your feedback with us. We understand that our product may not be the right fit for everyone. Since you are beyond our 100-day trial period, we would like to offer you a one-week window, starting today, to dispose of the topper in your outdoor trash bin and send us a picture as confirmation.Please note that if we do not receive the picture within this timeframe, we wont be able to process a refund. We truly appreciate your understanding and are here to assist you if you have any further ************** regards,*** On Sun, Sep 22, 2024, at 10:01 PM, **** ****** ******************** wrote:Dear ***s or Madam;Recently I received a message from whomever Dormeo hired to do Customer Surveies. As in ; "How are you enjoying your Dormeo Topper?"As per my via telephone conversation. No, Not.Of course Dormeo cannot receive returns of even unused toppers.The situation is- no one wants it. Period. The trash man won't take ***** husband and I both have disabilities. Since the date of original purchase, I can lift no more than 8 pounds, due to ' compression ' fractures of the spine.If your company actually cares about Customer Satisfaction, mail a check for 396 dollars to the address on file.If you wish to have someone come get it, an organization from ******* ************ or elsewhere, simply call ************ to arrange a date and approximate time.**** ******. September 22, 2024 5:56 p.m.Hide trimmed content

  Business Response

  Date: 10/03/2024

  Hello ****.  Thank you for getting in touch with Dormeo.  We can appreciate that the product will not always work for everyone.  We can see that we have been in communication with you over both email and phone to resolve your concerns.  We have a very generous refund policy which is part of our 100 night guarantee. For opened and used items, in the spirit of being kind to our planet, we ask that you donate or recycle your product. Depending where you live, there are places that may accept donations. (e.g. Goodwill, Habitat for Humanity, Womans Shelter, Youth Hostel or **********************). Some of these will even come pick them up for you! If you live in an area that does not accept these donations we ask that you please recycle your product. Send us a photo of the donation or recycling receipt in a reply to this email or to one of our online contact methods, and we will verify your donation with the organization/donation center. Once this is done, we will refund you in full. As we understand taking to a local donation center can be a challenge we suggest discarding with your outside waste bin and providing a picture.  As a last resort we can send a return shipping label once the package has been prepared to ship back.  Note that we do not reuse any products and that they are discarded.  This assures our customers that all product they receive are new from our factory. We are glad we have been ale to work with you through one of these options so that you have received your refund.  Take care. 

• Initial Complaint

  Date:06/18/2024

  Type:Product 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.

  Ordered a mattress topper from *****. ***** delivered it to the wrong address. They could not find it. ****** customer care has given me the runaround. ****** was to gmail me a lost package form so they could replace the mattress or give me a refund. I havent received it.

  Business Response

  Date: 06/19/2024

  Hello and thank you for reaching out to Dormeo.  We are sorry for the delivery error by ***** and we have address your concerns with them.  Regarding our immediate response to this issue and as discussed with you, based on your item not properly being delivered, we will process a refund.  If we can help you with any other concerns or questions please let us know.  Take care.  

   

   

  Customer Answer

  Date: 06/28/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2023

  Type:Product 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.

  On March 12, 2023 I ordered The Premium Mattress Topper by Dormeo which included a 30 day minimum "Try before you buy" guarantee and a charge of $20.00 with the remaining balance due ($454.05) at the end of the minimum trial period. The 30 day minimum trial period did not begin until the mattress topper was received on March 16. The product receipt confirmation from Dormeo reads as follows: "We want you to be fully satisfied with your product and ask that you give it a minimum of 30 nights before being eligible to return it within our 100 night guarantee. If you're not completely satisfied you can then request a refund. You can start the refund process by contacting Customer Care at [email protected]."
  
  On April 20, 2023 I received an additional email indicating that the trial period had been completed and therefore I could seek a refund if necessary.
  
  On May 4, 2023, I made a request to begin the refund process. Dormeo requested that I donate the mattress pad to a store such as GoodWill however I found that such charities will not accept mattresses or mattress pad donations. I had the impression that Dormeo had no intention of honoring their 100 night guarantee so I placed both charges indicated above, in dispute with my credit card company.
  
  Dormeo gave me the option to throw away the mattress pad, photograph it in the trash bin and submit the photos for a refund, which I did. If they would have given me that option to begin with we could have avoided this whole mess!
  
  Because the charges were in dispute, Dormeo referred me to their credit card processor, Blackcart and a person by the name of Justin. Justin told me via email that because the charges are in dispute, a refund cannot be processed and I would have to cancel the disputes. Sadly, I followed his guidance because I cannot start a dispute a second time. Now I have not heard from him or Dormeo since. Now I'm out the mattress topper and $474.05! I have the emails to verify the above statements.

  Business Response

  Date: 08/07/2023

  Thank you for getting in touch.  We can appreciate that the product will not always work for everyone, so here is what we would please ask for as part of our 100 night guarantee refund policy. In the spirit of being kind to our planet, we ask that you donate, recycle or discard your product. Depending where you live, there are places that may accept donations. If you live in an area that does not accept these donations we ask that you please recycle or discard your product. Send us a photo of the donation receipt or recycling/discarded product receipt in a email, mail or messenger and we will promptly refund you in full.  Our customer provide very positive feedback that when able they can give back to the community and someone in need.  

  We require that this process is completed within 30 days of your refund request with proof of receipt or discarding.   If a chargeback is initiated by a customer unfortunately Dormeo is not able to refund till the Credit Card Company resolves the dispute.  This can take upwards of 4-6 weeks.  This is why we work closely with all customers to resolve their refund process in a timely and professional manner. 

  We are glad we are able to  refund your purchase in full and we hope you are able to find the sleep you deserve in an alternative solution.  

  Customer Answer

  Date: 08/26/2023

  [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 20406607, and find that this resolution would be satisfactory to me. Thank you for your help. It wasn't until this complaint was filed that this company took my concern seriously and finally issued a refund as per their own agreement. They had not intention of issuing a refund otherwise.

  Thank you again for your help,

  Larry ****

  
  
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:12/05/2022

  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.

  We purchased a Dormeo Mattress Topper on 10/27/2022. They guarantee that if you do not like it, they will refund your money after you agree to keep it in your house for 30 days. After 2 days we hated it; it smelled and was very hard. So, we called to say we would be returning it after only having it two days. They said that as long as we got a receipt that it went to a charity and waited the 30 days, they would refund our credit card.
  The next week, we bought a new mattress from ******** **** ** ************** **. They said that they donate all old mattresses to Homeward Bound, a charity that gets Veterans into new homes. The ******** *** ***** wrote out a receipt for the mattress topper (attached) and we thought this would be fine.
  Today, Dormeo told us that this receipt will not suffice. They were not specific when we called to say we would request a refund. We feel we have been scammed by some "fine print."
  Please help us get this $480.32 refunded to our **** ****. We did what was asked of us and now are told it is not good enough.
  Thank you.

  Business Response

  Date: 12/05/2022

  Dormeo worked with this customer regarding their request to donate their mattress per Dormeo's refund policy.  The customer has been refunded for the product they purchased the same day they submitted their donation receipt.   Dormeo asks that in the spirit of being kind to our planet, the customer donates or recycles their product. Depending where you live, there are places that may accept donations. ***** ********* ******* *** ********* ******* ******** ***** ****** ** * ***** ********** ********.  The confusion arose when the customer donated the topper to a Mattress Store which was not a registered charity however Dormeo contacted the store and was able to confirm that the the topper was donated to a local veterans shelter.  This is great news and we are please that the topper is able to help someone in need.  

• Initial Complaint

  Date:11/25/2022

  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.

  On May 6, 2022 I purchased a King Size Mattress Topper from Dormeo USA via ******.com. The first time I contacted them was early October 2022 via their customer service number about warranty information. I was directed to their website and checked all the qualifications for a warranty replacement of this mattress topper. When I emailed them with the required documentation, and then continued to send more and more photos per their requests, I was then told I do not qualify for a warranty replacement for their sagging, defective product that is causing massive amounts of hip and back pain (I have since removed the topper) because it is on a pillow top mattress. Which is it not and you can clearly tell that from the photos sent to them. I have now gone back and taken a photo of the case that protects and keeps the latex mattress together, with a tape measure to show that it is approx. 1/2" - 3/4" of cotton cloth. No padding. No pillow top. This company offers a 10 year warranty, it is the only reason I was willing to spend this much on a topper. I wanted a replacement originally, because I wanted to believe it was just a defective product. But now I think they just make a shoddy product and screw their customers over and I would like a refund now. I have attached in depth photos with descriptions

  Business Response

  Date: 12/18/2022

  Thank you for reaching out to Dormeo regarding your concerns.  Dormeo stands 100% behind our products.  Dormeo provides a 100 night sleep guarantee for a customer to contact us to start the refund process if they are not fully satisfied with the product.  Our warranty claim approval rate is 98.2% as long as proof of purchase and pictures of the manufacturing defect are provided. Dormeo's warranty states body impressions ¾ of an inch or more in depth that are not associated with use of an improper or unsupportive mattress or foundation are covered by the Warranty. In some cases unsupportive mattresses or foundations can included a pillow top or raised surface that does not provide a supportive surface that can result in slight body impressions.  After reviewing the images provided it was identified that the impressions were not equal or greater than 3/4 inches and that the mattress surface was not a flat/smooth surface.  The mattress surface had a raised pillow top style surface that did not provide the supportive base required to qualify for our Warranty Policy to be valid.  If we can help in any other way please do not hesitate to contact Dormeo.  

  Customer Answer

  Date: 12/20/2022

  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.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Again it is a solid latex mattress this is not a pillow top I even included the brand and photos of it completely flat. This company is making excuses and they know it. They are liars that do not stand with their products. This warranty acceptance number is false. Reading reviews they've screwed numerous customers if you dig into social media. 
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 01/02/2023

  Hello and thank you for your response.  We are sorry that you are not satisfied with our response and warranty policy.  We wanted to also reiterate our positive warranty claims percentage which you have dismissed.  As discussed in our response, by the evidence shown, including measurements, your claim does not meet our warranty policy.  We are sorry we could not provide you with an answer to your pleasing and that you are still not getting the sleep you deserve. We hope you are able to find a solution in the near future.  Please stay healthy and safe.  

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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.

  On 8/19/22 I purchased what was advertized as a non foam mattress cover for $395.52 on my debit card, confirmation * ******* the sales representatives name was Lacey. Upon receipt I received a foam mattress and quilted cover. I've since have attempted repeatedly to reach out to them via [email protected], 888-291-1153 without any response from either. They won't even receive my calls to the sales department anymore. The product is totally different from what they advertise on their infomercials. I would like a refund or payment adjustment. This is fraudulent activity and I hope you can help me. That's a lot of cash for a foam mattress Thank you

  Business Response

  Date: 09/09/2022

  Hello ****** and thank you for reaching out to Dormeo.  We are sorry you are not getting the sleep you deserve.  We have received your messages and have tried to contact you on multiple occasions by both phone and email.  Your email was also identified as invalid and we have not been able to successfully reach you through email.  You have likely provided an incorrect email. In order to help you we ask that you please contact [email protected] and our team will be more than happy to resolve your concern.  We will also attempt to continue to call you as well.  We look forward to working with you.  Take care.