ComplaintsforINTELLIbed
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Complaint Details
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Initial Complaint
03/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We ordered a mattress (an intellibed g series g-2 hybrid) and it came without a law warranty tag. So we didn’t accept it from delivery, they ordered a second one and still came without a law tag. Mattress firm told us to accept it and they’d get a new one out. The new one also came without a law warranty tag.Initial Complaint
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In November 2019 we purchased a King size Sapphire Intellibed mattress, which cost almost $3,000 (invoice attached). The mattress weighs 180 lbs and took 4 persons to place it in our bedroom. After only 2 years of use, it began losing its firmness, and in 2.5 years began sagging. We purchased it because we need a firm mattress. An unfirm mattress causes me back pain, and decided on Intellibed after watching their link for the video and based on their website see here Crucial was their 20-Year “No Nonsense” Warranty (per their website), yet once I filed a warranty claim: I received a standard form letter (attached are documents I was sent). Though their website claims a “no nonsense 20-year warranty” the following are excluded: Firmness preference of the product and Material softening. We purchased this because we needed something firm, and not one which works only for a few years. Intellibed’s behavior to date is highly disappointing: 1. Why exclude firmness and material softening? One shouldn’t buy an item not knowing what will happen in the future. 2. How can one fit a king-size mattress on a bedroom floor besides the bed frame? Why do we have to place the mattress on the floor to measure the sagging? Are their box springs not reliable? 3. How do they expect us to lift such a heavy mattress on to the floor and then be able to lift it again and place it back on to the box spring? 5. Given the mattress’ weight, how can they recommend rotation on a monthly and later a biannual basis given its weight (180 lbs.)? Is this professional? No one informed us about the above prior to purchase but only when we filed a claim. This is highly unprofessional and understand the warranty is not what it claims to be. Consumers need to know the truth to avoid buying an expensive item and being unpleasantly surprised later. We ask BBB’s help to resolve this and have the warranty honored. Consumers need to be aware of surprises which avoids Intellibed from honoring their warranty.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.