Complaint Review: Bsleep.com, Better Sleep, Bsleep - Poughkeepsie New York
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- Author Confirmed
- Bsleep.com, Better Sleep, Bsleep 36A South Gate Drive Poughkeepsie, New York U.S.A.
- Phone: 800-810-4370
- Web:
- Category: Bed & Bath
Bsleep.com, Better Sleep, Used, Dirty Mattress, wrong item, won't refund, uncooperative Ripoff Poughkeepsie New York
*Author of original report: Response to BSleep's rebuttal
*Author of original report: Response to BSleep's rebuttal
*Author of original report: Response to BSleep's rebuttal
*REBUTTAL Owner of company: Response To Rip Off Report From Larry Rochester, NY
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We purchased the "Nature's Comfort 5000" a supposedly 100% talaly latex mattress and box spring by phone from bsleep.com.
The first sign of trouble was that bsleep said it hadn't been sent, that they didn't have that model available due to lack of covers. Then bsleep said is was already sent days earlier.
It arrived Saturday, May 14 2005, around noon. The day was sunny and dry.
Around 2:30pm, I brought the bedframe up to our bedroom in the box bsleep sent it in, removed them from the box and then plastic and put them on the bed. There was no complaint with them.
I then removed the mattress from the bsleep box. I kept it in the plastic sheeting and moved it to the bedroom with the help of a neighbor. In the bedroom, with myself, my neighbor, my wife and my mother-in-law present, I removed it from the plastic and put it on the bed.
First, the mattress was not what we ordered. It was apparently the bsleep, or Better Sleep, "Nature's Comfort 6000".
My wife and mother-in-law noticed a dark spot about the diameter of a pencil eraser in the center of the mattress. It was surrounded by a fainter ring a little smaller than a dime. It appears to be a menstral stain. We later noticed this whole thing was surrounded by yet another, fainter ring about a foot in diameter. My wife guessed that it was a water stain from when the tried to clean the mattress. There were also dark hairs on the mattress.
Suspecting that we didn't get what we ordered, I opened the zipper mattress cover to see what was inside. The base appeared to be polyeurothane foam. I later unzipped it more and it appears to be about 8" poly on the sides and 10" on the ends. (Their website claims they use NO polyeurothane foam. I have saved copies of the bsleep.com website.) False advertising. I estimate that 33% of the mattress is polyeurothane foam!
I called Bsleep at 800-810-4370 at about 5pm that day and spoke with Steve Sullivan, the man who sold us the mattress. I told him about the stain and the polyeurothane. He claimed that everything they send out is new, but he didn't have any reponse to the polyeurothane foam. It was Saturday and Steve said I would need to speak with customer service on Monday. I told him we wanted a refund, not a replacement.
My wife called customer service on Monday and was told we would need to speak with Gary, the owner of bsleep. I tried getting hold of Gary on Tuesday and ended up speaking with Steve and leaving a message. He claimed at that point that the polyeurothane is for support--plausible, but that's not what he or the website claimed when we bought it.
I spoke with Steve again on Tuesday or Wednesday. He said he left a message for Gary and would leave another.
Finally I called on Thursday, May 19. Steve said that once we returned the mattress that they would refund the purchase price minus the shipping cost. I told him we wanted a full reimbursement plus reimbursement for our return shipping costs. I told him if we didn't get that we would contact the BBB. He said ok. We hung up.
I afterward checked their website and confirmed this to be their return policy for beds returned within the first 90 days--but not for defect. In fact, it has to be returned in the original packaging and only after 60 days but before 90 days. This, however, is not a return because we simply do not like the mattress. It is a return because the mattress is apparrently used (dirty, at least), is the wrong mattress (the 6000 instead of the 5000), and is not what they claimed (it has polyeurothane foam in it--about 30%!)
They have been totally uncooperative. We'll see if we even get any of our money back. I am sure they've sold many mattresses that are 33% polyeurothane to unsuspecting consumers. The mattress is supposed to be 100% Talalay latex, which is much more expensive. No wonder they can beat other people's prices.
Larry
Rochester, New York
U.S.A.
This report was posted on Ripoff Report on 05/19/2005 09:33 AM and is a permanent record located here: https://www.ripoffreport.com/reports/bsleepcom-better-sleep-bsleep/poughkeepsie-new-york-12601/bsleepcom-better-sleep-used-dirty-mattress-wrong-item-wont-refund-uncooperative-ri-143332. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#4 Author of original report
Response to BSleep's rebuttal
AUTHOR: Larry - (U.S.A.)
SUBMITTED: Saturday, April 29, 2006
This is a response to BSleep's rebuttal.
We finally did get a full refund of everything and bsleep even paid for the return shipping. I should have posted an update, I apologize. However, it didn't come without a lot of persistence on our part and without being ready to pursue further remedies.
They admitted in their rebuttal that the mattress had polyurethane in it. As I said, I estimate it was about 33% polyurethane. However their website at the time said, "Absolutely no polyurethane." I have a copy of it. (They have since changed it, to their credit.) Besides, polyurethane deteriorates years before latex so we didn't want that. (I think it's just a way to save money, anyway. We have a bed that is 100% latex from another company now and I couldn't be happier.)
They did offer a credit, but we wanted our money back--it wasn't what was advertised, or what we ordered, and it had that dirty spot.
We did refuse to ship the mattress at first because they wanted us to pay for the shipping--a hefty $200. Again, it wasn't what was advertised or what we ordered, and it was dirty. They eventually scheduled and paid for the shipping themselves, at which point we were glad to ship it back.
As for it all being lies. We have witnesses, a number of pictures, receipts, and a copy of their old website. Hey, you can even see a copy of their old website on the web archive:
It says no polyurethane. Now who's lying?
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
#3 Author of original report
Response to BSleep's rebuttal
AUTHOR: Larry - (U.S.A.)
SUBMITTED: Saturday, April 29, 2006
This is a response to BSleep's rebuttal.
We finally did get a full refund of everything and bsleep even paid for the return shipping. I should have posted an update, I apologize. However, it didn't come without a lot of persistence on our part and without being ready to pursue further remedies.
They admitted in their rebuttal that the mattress had polyurethane in it. As I said, I estimate it was about 33% polyurethane. However their website at the time said, "Absolutely no polyurethane." I have a copy of it. (They have since changed it, to their credit.) Besides, polyurethane deteriorates years before latex so we didn't want that. (I think it's just a way to save money, anyway. We have a bed that is 100% latex from another company now and I couldn't be happier.)
They did offer a credit, but we wanted our money back--it wasn't what was advertised, or what we ordered, and it had that dirty spot.
We did refuse to ship the mattress at first because they wanted us to pay for the shipping--a hefty $200. Again, it wasn't what was advertised or what we ordered, and it was dirty. They eventually scheduled and paid for the shipping themselves, at which point we were glad to ship it back.
As for it all being lies. We have witnesses, a number of pictures, receipts, and a copy of their old website. Hey, you can even see a copy of their old website on the web archive:
It says no polyurethane. Now who's lying?
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
#2 Author of original report
Response to BSleep's rebuttal
AUTHOR: Larry - (U.S.A.)
SUBMITTED: Saturday, April 29, 2006
This is a response to BSleep's rebuttal.
We finally did get a full refund of everything and bsleep even paid for the return shipping. I should have posted an update, I apologize. However, it didn't come without a lot of persistence on our part and without being ready to pursue further remedies.
They admitted in their rebuttal that the mattress had polyurethane in it. As I said, I estimate it was about 33% polyurethane. However their website at the time said, "Absolutely no polyurethane." I have a copy of it. (They have since changed it, to their credit.) Besides, polyurethane deteriorates years before latex so we didn't want that. (I think it's just a way to save money, anyway. We have a bed that is 100% latex from another company now and I couldn't be happier.)
They did offer a credit, but we wanted our money back--it wasn't what was advertised, or what we ordered, and it had that dirty spot.
We did refuse to ship the mattress at first because they wanted us to pay for the shipping--a hefty $200. Again, it wasn't what was advertised or what we ordered, and it was dirty. They eventually scheduled and paid for the shipping themselves, at which point we were glad to ship it back.
As for it all being lies. We have witnesses, a number of pictures, receipts, and a copy of their old website. Hey, you can even see a copy of their old website on the web archive:
It says no polyurethane. Now who's lying?
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
#1 REBUTTAL Owner of company
Response To Rip Off Report From Larry Rochester, NY
AUTHOR: Will - (U.S.A.)
SUBMITTED: Thursday, January 05, 2006
This customer is absolutely lying about the entire report. We actually upgraded the customer to a Nature's Comfort 6000 Mattress, because the Nature's Comfort 5000 mattress was not in stock. The customer complains that the bed had polyurethane in it, which is true. (The edges around the latex had polyurethane to give the mattress proper edge support so it would have a nice sitting edge. So far 2 upgrades for no extra charge...Now the customer wants to make up a story of blood stains and dark hairs...Which is totally fabricated. The customer was offered a credit on the order and he refused it. We asked them to ship the bed back and they refused to. We offered to replace the cover and they refused it. We as a company did everything in our power to accomodate this customer and they simply refused to be helped. Please do not believe anything you hear on this site as it is inaccurate and untrue. Any one that has questions about this ordeal please call us before you assume that this report is true at all. Thank you for your consideration.
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