Bought a mattress from one of the big bed-in-a-box companies about four months ago. It was supposed to be great for heavier people. It wasn't. I contacted them within the trial window and they said they'd arrange a pickup and refund. That was seven weeks ago. I've called six times, emailed twice, and each time I get a different story. Has anyone actually gotten their money back? I'm starting to think I'll never see it.
Returns
Anyone had trouble getting their mattress refund
I went through something similar. The pickup is usually handled by a third-party logistics company and that's where it falls apart. The mattress copany blames them, they blame the mattress company.
Did you pay by credit card?
Debit card. I know, not ideal. I've already filed a dispute with my bank but they said it could take 45 days.
Yeah debit is tougher. With a credit card you can do a chargeback and it usually lights a fire under them. Bank dispute is still worth doing though.
What company? That matters a lot. Some of them are fine and some drag it out hoping you give up.
Took me almost three months to get a refund from one of them. The trick was posting a public complaint on their social media page. Got a response within a day. Not saying it's right that you have to do that that, but it worked.
Read the fine print on the trial period. Some of theem define "dnation" in a way that means you have to find a charity that will accept a used mattress, and a lot of places won't. So the pickup never happens and the clock keeps running. There was a class action about this a few years back.
The donation thing is a real loophole. They're counting on the fact that most charities wont take a mattress with no fire tag or any signs of use.
Have you tried escalating to a supervisor, and getting a ticket number? Also put everything in writing. Phone calls disappear, emails don't.
I had one that kept "rescheduling the pickup" for weeks. Turned out the local partner they used had gone out of business and nobody told me. Once I figured that out I called corporate directly and it got sorted in about ten days.
Yeah the local partner thing is common. The call center doesn't actually know what's happening on the ground.
Also document the condition of the mattress. Photos, video, the law tag. If they try to claim it was damaged or not eligible you'll have proof.
If your bank dispute goes through, keep the mattress somewhere safe until it's resolved. Don't let a pickup get scheduled and then have them lose it and dispute your dispute.
The social media complaint is something I hadn't tried. I'll do that today and keep the photos. The pickup has been rescheduled twice already annd nobody seems to know which company is supposed to be doing it.
Ask them in writing for the name and contact info of the logistics company. If they can't provide one, that's useful for the bank dispute.