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Nest Bedding, Inc.

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Reviews Nest Bedding, Inc.

Nest Bedding, Inc. Reviews (13)

Upgrading to a different size is not covered under our comfort guarantee
Good morning.
After thoroughly reviewing the situation and listening to the phone call from the customer to my staffthis customer is trying to change to a different size.
I pasted the line above from
our return page that simply states we generously offer a comfort exchange on our mattresses but we don't do size exchanges
We don't give out mattresses for free is someone decides months later they don't like the size of their bedThat is not a comfort issueWe can guarantee
comfort, we have no control over anything else, which is why we expressly state we will deny an exchange over sizeThis customer emphatically stated they
don't like the size despite all their other assertions, accusations, etc.
Foundations are not a comfort product, they simply support a bedThey do not need a days comfort guarantee and can be used with other beds if a customer
potentially exchanged or returned
For this reason, the claim was denied

Complaint: ***
I am rejecting this response because:Nest Bedding did damage my bed frameI have included a photo of the defective bunkie board after it fell apart on top of my bed frameThe bunkie board was assembled on top of the bed frame by a Nest Bedding employee causing the scratches to the bed frameNest Bedding CEO is making disparaging remarks about my characterI am disappointed in the lack of customer service and professionalismNest Bedding made arrangements to remove the mattress only after they got my Revdex.com complaintI still have not received a refund for the 1/2" foundation they never deliveredAt this time I have not received my full refund
Sincerely,
*** ***

+1

Not sure why this customer filed a complaint, she has already been in contact with our delivery staff to pick up the bed and we havealready informed her we authorized a full returnCustomer claims we scratched her bed but that simply is not true, my delivery staffnoted scratches on the bed when we
delivered

Complaint: [redacted]I am rejecting this response because:
It is a matter of comfort 1st and foremost regarding the mattress as nest bedding already knows. I have made that clear since around June 26th and during the mentioned phone call yesterday that they went back and listened to. Just prior to 30 days of trying the mattress I called nest bedding and spoke with [redacted] about how the mattress was still too hard and not really right for my needs and basically expressed my disappointment as she had assured me that it was good for side-sleepers on the day we 1st went to nest bedding to see about finding a new mattress. [redacted] kept pushing me to continue trying the mattress for the remainder of the 100 day trial period, but DID NOT EVER MENTION ANYTHING ABOUT THE FOUNDATION NEEDING TO BE RETURNED WITHIN 30 DAYS OF THE ORIGINAL PURCHASE. Why not? If my wife and I had actually known about this 30 day return policy on their foundations, then we would have returned everything before 30 days, guaranteed! Fact is, neither my wife nor myself had any idea about this strange policy and it rightly seems to both of us that a truly good and sincere company would make it crystal clear to avoid any such confusion, disappointment, etc. But, nest bedding failed in this regard.
Another point worth mentioning is that just yesterday while on the phone with nest bedding, [redacted] tried to offer us the exchange mattress we needed (which is a queen/size exchange) by applying some sort $100 off coupon. [redacted] would not allow us to return the foundation but said nest bedding would include a queen size foundation with the new exchange queen sized mattress for $164. She tried to explain the math, which not being able to see it was unclear to me, but obviously they had figured out a way to do a size exchange with the new queen sized foundation. So, nest bedding is being contradictory when the say in their response to my complaint that "they do not do size exchanges". Why did they leave all of that vital information out of their response? Including the fact that my reason for exchange is a comfort one. The mattress is too hard and my wife and I do not really feel comfortable on such a large bed: it makes us feel too distant from each other. All of this was made crystal clear to nest bedding.
Final point worth mentioning is their allegation that we want a free bed. That is obviously a false accusation. We already paid over $1,800 for the current sleep system in question. It was not free. We simply want them to be honest and uphold their "100 night risk free trial" with genuine integrity. Which, so far, they are failing to do.
In conclusion, we are fine with paying the difference in price for the mattress, but not fine with their ridiculous and unjust attempt to force us to pay for another foundation due to their very "slippery and deceptive" policy regarding their foundations. A "100 night risk free trial" is exactly 100% THAT, no more and no less. As the company implicitly states on their website: "Please keep in mind that what you have the mattress on can make a big difference." So, why do they now say in their response that a foundation is not a comfort issue?
I hope nest bedding can ultimately be honest with themselves, stop putting profit before customer satisfaction, and have the scruples to do the right, fair and just thing. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
They are blatantly ignoring what I am saying, and completely failing to acknowledge anything I have outlined in my complaint against them.
They are twisting the matter into something it is clearly not.
I have been very clear with them and they are willingly turning a blind eye and essentially playing dumb. 
Unless they failed to actually read my original complaint and follow-up responses, they are being no better than the worst companies on the planet.
This is shocking, hurtful and reveals Nest Bedding's true colors.
 
I will outline it again for them (even though they already know what the reality is):
The 1st and foremost issue is the COMFORT LEVEL = BED IS TOO HARD
The size issue is a secondary and minor issue and NOT the reason for this action at all
We simply and fairly wanted to see what our possibilities were in regards to size exchange.
It would be much more COMFORTABLE for us to go down to a queen, and as we said, paying for the cost difference of the different type of softer mattress (alexander signature) is no problem.
The "X" line of their mattress that we currently have is not available in soft, otherwise we would switch to that.
 
Why are they not acknowledging and responding appropriately to what we've been outlining in these correspondences?
 
Nest Bedding is guilty of false and misleading advertising and business practices.
Their blatant neglect and distasteful attitude towards my wife and I is basically wicked.
At this point, until they start treating us in a manner worthy of our sensitivity and intelligence, we are beyond regretful for ever doing any sort of business with them.
 
It's all available in black and white in the communication history.
Maybe they'll finally be open, honest and transparent this next time...?
So far this experience proves that they are unwilling and possibly incapable of doing so, likely due to to the implications it would present and reveal about their company and it's underlying motives contained within their twisted policies.
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nestbedding.com
As the customer stated, she tore and snagged the mattress, damaging it. When the delivery company came to her house and inspected it,...

they noted the damage along with a stain. When asked about the damage, the customer admitted she dragged it and caused the damage. Our return policy clearly states it must be in a non-damaged non-stained condition.

Initial Business Response /* (1000, 7, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nestbedding.com
As the customer stated, she tore and snagged the mattress, damaging it. When the delivery company came to her house and inspected it, they...

noted the damage along with a stain. When asked about the damage, the customer admitted she dragged it and caused the damage. Our return policy clearly states it must be in a non-damaged non-stained condition.

Initial Business Response /* (1000, 5, 2014/05/21) */
This customer purchased a mattress from Nest Bedding about a year and a few months ago, and within a week called to say the bed was sagging. These beds at the time were made with solid latex and heavy gauge steel coils, so the likelyhood...

the bed failed in the first week was very unlikely. When we further investigated the issue, it was discovered that Ms. [redacted]'s boyfriend at the time had put the platform together wrong which led to the bed severely dipping and in retrospect likely damaging the mattress. However, at the time, simply putting the center support together correctly seemed to solve the issue and did not hear from the customer again. Then, in January, we received another call from the customer of sagging yet again. More photos came with the same type of sagging. We requested an onsite inspection at which time our owner conducted the inspection and deemed that the mattress was dipping, consistent with having been damaged in the first place. The owner decided to replace it anyway to avoid conflict, however, Ms. [redacted] had a new boyfriend there at the time of inspection who declared replacement of the mattress was not good enough, he demanded a full refund. Our owner reminded them that the mattress was well past the return period but has a 10 year warranty and that the he would kindly replace the mattress, in fact, offered to upgrade to an all latex mattress at no additional expense. Ms. [redacted] and her new boyfriend then threatened to write a bad review if they did not get a refund. Since the customer and her new boyfriend were acting in a threatening manner our owner become uncomfortable and left quickly. A few days later Ms. [redacted] contacted our [redacted] store manager [redacted] and agreed to take the replacement mattress, which is constructed of solid layers of pure latex rubber, the most durable material you can use. Just a few months later our owner received yet another email from Ms. [redacted] demanding a refund saying the replacement mattress was sagging as well. The photos supplied showed the mattress perfectly normal with a very slight within spec impression in the wool top. The customer supplied photos showed this plainly, which is quite normal in the wool quilted top and does not affect the support of the latex layers. When requesting additional photos, only more emails of demands for a refund. Our policy clearly states our return policies and our warranty policies. As Ms. [redacted] noted we do have many happy customers, we do anything within reason to make them happy. There is absolutely nothing wrong with the replacement mattress and it continues to enjoy a 10 year warranty. Thank you for your time.
Consumer Response /* (3000, 11, 2014/06/24) */
I filed a complaint on May 19, 2014. Case # XXXXXXXX. However, I was unable to respond by the June 2nd date you provided. How to proceed?
I am wondering what my next step is since I missed the deadline to respond to the counter complaint?
Purchase price of the product.
Business Response /* (4000, 13, 2014/06/25) */
The customer damaged the original product but we replaced it with an upgraded product at no charge despite the customer demanding a refund after more than a year. Our return period for refunds expired in this case, yet as a courtesy to the customer we replaced it with a new, more expensive model at no additional charge in the interest of customer service.
Now the customer is sending pictures of the replacement mattress, again, demanding a refund, almost 2 years after the original purchase, again, for a product she damaged when her then boyfriend put the original mattress on a platform he constructed improperly by incorrectly assembling the platform's center support.
We have more than satisfied our terms of our agreement and more than bent over backwards to accommodate this customer in the area of good will.
Consumer Response /* (-5, 15, 2014/06/25) */
I filed a complaint on May 19, 2014. Case # XXXXXXXX. However, I was unable to respond by the June 2nd date you provided. How to proceed?
I am wondering what my next step is since I missed the deadline to respond to the counter complaint?

We've picked up the mattress and refunding the customer this is resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I think [redacted] simply doesn't understand how things work. First of all [redacted].com is the manufacturer of the bed he bought. Nest Bedding was the retailer. He has a warranty issue. [redacted] the company will fix the issue or replace it for 20 years under their warranty. We as the agent and...

retailer for [redacted] directed our customer to them as they are awesome at taking care of the rare warranty issue. In fact, [redacted] has been in contact with [redacted] to fix the issue. From some strange reason [redacted] thinks Nest Bedding should fix his bed. We are the retailer, not the manufacturer. The bed is being fixed. This is not a valid complaint as the customer has been in contact with [redacted] and they are actively taking care of his warranty claim. It should be further noted that all this was explained to the customer yet they continue to try to disparage our company with numerous online reviews that reflect their misunderstanding of how warranties work when retailers handle 3rd party products. Nest Bedding didn't make the bed nor warranty the bed [redacted]. Your bed has a 20 year warranty from the company that made it. They are fixing it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Our comfort guarantee covers comfort issues not changing your mind about the size. If you decide you want to change sizes months after you buy the products you have to take personal responsibility for your choice it's not our companies responsibility to pay for your choices

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Address: 835 San Pablo Ave, Albany, California, United States, 94706-1602

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