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:06/12/2023

  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.

  Purchase of 2 King ********** 9/5/18 valued at $2500. each for which we paid $1500. each 8/20/18 the mattress were replaced through warranty exchange after meeting the standards for a warranty exchange. The first mattresses were *********. The second set of mattresses were Malouf Brand. We were given a copy of the warranty with the original purchase. I was under the impression both of the sets of bedding were from the same company but when I called *********, I was asked to read the info off the tags on the mattresses, the second set of mattresses were Malouf mattresses. After spending almost 2 years of calls and E-mails with Wellsville Bed and Performing one task after another to ensure we met their standards for the warranty issue, I finally wrote my last E-mail explaining my disappointment with ********** for not standing behind the warranty. After receiving another phone call from Wellsville Bed requesting yet another set of photos, I lost my temper and told them I was contacting the BBB and filing a petition in Small Claims Court for $3,000. A few weeks later, I received another call from Wellsville Bed wanting to resolve the issues. I asked if my letter had been reviewed and he wanted to know what it said. I* was told OK, we will wait for the notification of the BBB decision and hung up the phone. Every time I thought we were working toward a resolution of the warranty issue, more requests for additional info -- more photos, more tag info -- same info in different venue. I felt like a circus animal in performance. I was more than ready to resolve the issues, but ********** was not. I have a terminal Kidney Disease that causes me to spend a lot of time in bed between 3 day a week dialysis. I could no longer sleep in my bed due to the discomfort. We "had" to purchase new mattresses. My daughter has Lupus with a lot of spinal nerve issues that are inoperable. I asked them to send out a rep. to see the mattresses, only to be told they did not do that.

  Business Response

  Date: 06/20/2023

  We have not heard back from this customer since our last communication with them on 12/08/2023. We are more than happy to continue to assist them, however, there was additional information that we requested which was not provided to us. Please contact ********************** and that is something that we can continue helping with your claim. 
  
  Thank you,

  Malouf Team

• Initial Complaint

  Date:04/21/2023

  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.

  I ordered items for Malouf Sleep on 4/6. The total was $896.75. Not too long after this purchase, I reached out and mentioned that I forgot to add a discount code. Someone responded the next day, stating that my order had already been shipped. However, these items still had not arrived 3 days later. On 4/10, I began inquiring about a return. By 4/11, I finally received both items. I went to *** and shipped them both back immediately, based on the instructions I received from a Malouf Sleep representative. Here are my *** tracking numbers: **************************************** These were delivered and received by ******** on 4/13. But then on 4/14, I received an email stating that they had not heard back from me. I immediately expressed my concern and shared the tracking information above. Since that time, there has been radio silence. Its been 6 business days and I have not received a refund or even a reply email.

  Business Response

  Date: 04/25/2023

  We received communication from this customer and responded to them as soon as we were able to do so. We respond to correspondences in the order they are received, as explained to the customer, response may take longer than normal. With that said, this customer is being refunded for their purchase.
  
  Thank you,
  Malouf Team