Nest Bedding

They did finally offer a refund/replacement after I posted a critical review on Yelp, but still refuse to post my review on their site. I didn't take them up on the refund given that refusal & the continual poor customer experience. I'd advise others to ensure they want to do business with a company that only cares about their corporate best interest in the end. If you do, be warned of my experience where the product quality woefully missed the price point and they only offered to do the right thing when I publicly "disparaged" their company.

I find the negative comments difficult to believe. My son was initially sent the wrong mattress but was easily and quickly satisfied with Nest’s policy. He donated it and received the correct mattress. No problem. No bad faith. I ordered on a Thursday night and it showed up the next Wednesday evening in time for Thanksgiving. Arrived much quicker than expected. It was fun and easy to unpack and get onto the bed. It’s a thick mattress but our sheets fit fine. No sleeping adjustment required...I slept great the first night. I think my husband feels like I’ll never leave the guest room if he doesn’t buy the King. Lol.

After the one year mark of owning the mattress, I reached out to Nest Bedding customer service to see if they would exchange the mattress. After lots of back and forth, they asked me to send in pictures of the mattress without the sheets. The mattress had a protective sheet over it so the condition of the material was like new. In the photo, you could not see any indentations in the mattress, which is obviously expected, so they were not willing to exchange the mattress. I asked Nest Bedding if they would send a worker out to inspect the mattress in-person but they did not agree to this. I highly suggest spending your money on a more reputable company. The mattress was expensive and has led to nearly a year of bad sleep.

When I reached out to Nest about getting a new bed the employee I was emailing with told me I would get 50% off the new mattress because I had a "lifetime guarantee". Well a few weeks later I budgeted for the new mattress and was ready to purchase but when I reached out the new guy I was speaking with told me it was only a 30% discount and that the other employees was incorrect and would get spoken too. He proceeded to tell me that I would need to do a warranty check and send in pictures of the sinking mattress. So I proceeded to do so, and no response until I followed up a few days later to see what was happening.

Nonetheless he couldn't see any problem...which I figured would happen. So he said they would have someone contact me to physically come look at the mattress. At this point it has been a few weeks of this whole ordeal and I just let him know I would take the loss and go with a different mattress company that has it together a little more. Keeping in mind this whole time I never tried to get a free mattress or a refund. I simply wanted to purchase a new different mattress for the 50% off I was told in the beginning, but now I'll be purchasing elsewhere.

This is a huge red flag for me because every picture I sent is clearly under the covered defects on their site. If you look at their warranty on their side, it clearly states "Visible indentation or sag of the foam mattress greater than one (1) inch that is not a result of improper use, an improper bed, bed base or foundation, including damaged caused by the use of flexing or bowed slats" is covered. I have sent in multiple pictures, angles of the bed sagging about 2 inches with zero weight. I've been "bedless" for almost 2 weeks, because my back hurts so much sleeping on this mattress, but however long it takes I will continue to jump through these hoops.

I will continue to jump through these hoops because this is a very expensive mattress in comparison to other bed in a box mattresses and I don't want to throw away ~1300 dollars, but we warned that you will be jumping through these hoops in the future. Just for reference we have a king sized bed, I am ~180 pounds and my partner is ~110 pounds. The base we use is an adjustable bed. I will be more than happy to continue to write updates on this to show to the consumers regarding what I genuinely believe everyone will face in the future.

I was clearly and plainly told via an email that I would in no way be affected on future purchases. And that I would be entitled to a new trial period, AND a return AND an exchange if need be. Then several months later I decided to try a new mattress from them that was better but still not providing the low back support I needed so I decided maybe Saatva or Avocado (something with zoned coils) would be better.

ONLY AT THAT POINT was I then told that I was no longer entitled to an exchange nor could I return the mattress. That it was final sale and I had to keep it no matter what issues I had. Then they point to a NEWLY CHANGED policy saying I can't return it if I've purchased in the past. How convenient that it was never mentioned at any point during my MANY MANY communications with them both in the past and recently. Not when I returned my previous mattress, not before I purchased my new one, not after I purchased the new one, nothing.

I was even given a LONGER trial in an attempt to get me to keep the mattress. But ONLY at the point where I mentioned returning the mattress was I suddenly told that I couldn't return my mattress and I was not entitled to a trial at all. So basically someone's lying and or being deceitful. Either the first customer service rep lied to get me to buy a new mattress knowing I couldn't return it. Or the new rep is lying because he knows I'm entitled to a return but he doesn't want to offer me one.

In addition they have never addressed my repeated mentions of the fact that I was very clearly told that I could try, exchange and return new mattresses in the future without issue. Well that was the farthest thing from the truth. It took 9 days to respond to me and that response only came about the day after I threatened to complain to the BBB. Then they give me excuses saying they have no proof of them ever telling me I could have more return and/or exchanges. So I respond by providing them this proof via past email correspondence. Which was of course followed by another 6 days of silence and multiple ignored messages. Apparently their method of handling the issue is to ignore me, provide me with invalid excuses, and then ignore me again when I show proof instead of admitting their own fault.

The worst part is my initial experience was great. But they ruined it now and I wouldn't trust them again in the future. Unless you're 100% sure you want a mattress that you've never even slept on before (which is no one), I could no longer recommend Nest Bedding. The mattresses themselves aren't bad. But the experience of finding the right one for you isn't worth the hassle.

48 hours later I receive a call from the NYC store manager (who helped me initially) saying that they cannot take back the mattress for a refund unless it's for a comfort issue, and that the mattress being too tall is not a comfort issue. The mattress is not the right fit for multiple reasons -- height, firmness and overall size! Yes, I understand that firmness can be adjusted perhaps, but the other factors in being satisfied with a mattress here are simply non negotiable.

FROM NEST'S SITE: "If a mattress exchange is not for you, worry not. As much as we hate to lose you from the Nest Bedding family, we also understand that sometimes our product may not be the right fit for your needs. Nest Bedding offers free returns on mattresses after the 30th night of your 100-night trial." Your so-called return policy is just lip-service to make customers believe that they are getting a different shopping experience from traditional mattress stores, but it is exactly the same if not worse! You fail to honor what is very clearly stated on YOUR site in plain English. Avoid Nest Bedding unless you are 1000% percent sure on your decision in buying a mattress. Otherwise you can kiss your ** goodbye. F- IN CUSTOMER CARE