Nest Bedding

In conclusion, while not every single customer gets back pains from Nest mattresses, in the event that you do, they will likely do very little to help unless they can extract more money from you. So why take that risk? There are tons of companies that make better mattresses, care more about customers and their experiences. Sadly Nest is not one of these companies and if they end up going out of business their lifetime replacement on a comfort layer will likely end up being useless.

I’m donating my Nest mattress to charity after one year of use. The Alexander mattress gave my partner and I back pains from day one. It's so bad we now sleep in our living room and use the mattress to store unfolded laundry. We reached out to Nest with our problem but the best they could do is offer us a firm comfort layer for $450 with no money back guarantee!!! So in other words the company does not back its own product and wants you to shoulder the cost in the event their proposed solution does not work out. Customer service is also sketchy and unprofessional. They won’t respond for days, if you are lucky enough to get a response and some of their senior managers sound like chat bots when responding to customer emails.

I would also take the positive reviews online with a large grain of salt as they might be paid for and/or influenced by Nest. Instead consider reviews from non profits who run Nest mattresses through independent tests, which suggest they aren’t as good as you might think. Bottom line; Don’t waste your time with Nest. They produce poor products, have poor customer service and don’t stand by their product or customer. The exact antithesis of a brand that is supposed to reflect quality, sustainability and doing the right thing.

A couple weeks later I asked for an update on how soon we might receive the replacement. Nest bedding then refused to honor the promise already made in writing to replace the bed and tried to get us to pay a fee for replacement. We refused and they told us all they could do was to send the upper foam layer even though the thicker foundation layer is also clearly breaking down. Nest Bedding claimed that our bed was not comparable to the Piper (even though they previously acknowledged in writing that it was and their site said it was the same). They have now changed their website so it does not state that the Piper was formerly called the Certified Organix All Latex (it used to explicitly state that before I pointed it out...check the wayback machine Mar-Apr 2022). Under duress we accepted the partial replacement with their promise that they would send the foundation if the issue still existed fter we received the upper layer.

Once this was agreed to partial replacement we checked in a bit later on status and they had not even ordered it! We checked in 12 business days after it was ordered and still no progress. It's been more than a month since the top layer was ordered and closing in on 4 months since we first notified Nest Bedding of the issue. I am now seeing here many reviews from people who have had a Nest bed break down and have also had warranty issues. I don't see these reviews on Nest Bedding's site or social media. I suspect they prune them. I would not buy from this company again. I will update this review if/when we get resolution.

Well, our new bed arrived and appeared to be under-sized. As in, several inches not wide or long enough. We decided to give it time to relax. Maybe it would expand into our bedframe with use. 3 months into sleeping on it, I began to have neck and back pain for the first time in my life. I am fit, healthy, and have never been in any accidents. Unfortunately, we didn't put it together that it could be from our bed until 9 months into sleeping on it. I reached out to Nest and was met with an offer to purchase a different comfort level of foam insert. That's it, buy something else from us. In answer to our bed being undersized...a demand for pictures and statement that "soft goods have an exception up to 1 inch". Ok. We sent our pics to Nest showing that our bed is short by 1.5 inches and skinny by nearly 2 inches.

We also discovered that the foam latex layer on one side of the bed is totally different than the other. Different densities, one has air vents, the other doesn't. One side is falling apart, the other isn't. This mattress was totally thrown together without care or consistency. After 270 nights, Nest doesn't care. We're past our 100 night trial period. We have received zero response after sending the requested photos of the size measurements and degraded foam. Thus far, this company appears to be a scam. They seem to "filter" their reviews on their website so all you can see are positive, rave reviews and zero complaints or criticisms. If I could go to the dump and find our old King Koil, it would be preferable to this mattress. At least I would know that I'm sleeping on garbage. Perhaps if they deemed their customers worthy of a response and some service after they've received their money, this review would be kinder.

So today, I review the warranty, because my back can no longer take this mattress. Apparently, there needs to be a visual deformation, on the mattress, of at least one inch for the warranty to be accepted. I feel like a fool that I purchased from this online retailer for thinking this expensive mattress would be different than any other mattress. And I am so disappointed that one of the more expensive mattresses available did did not last for at least 5 years.

Days pass - we're now on day 6 ordering, and the status still says "awaiting production" and I've gotten no response to help me understand what this means and when I may get the bed. Now we all have different circumstances; for me, my dog just tore his ACL/CCL and is having surgery soon. I now have greater urgency to start this transition and get my child into a bed so that I can focus on him at night post-surgery. I decide to cancel the BKB and buy locally.

I call the customer service line, since I still haven't gotten a response from the email from the webpage. I sit on hold and finally get sent to a voicemail. I leave a number with my order details and that I want to cancel. Miraculously, within the hour, I get an email that my order is shipping with FedEx! We've gone from awaiting production to shipping in the time it took for them to listen to voicemail that I wanted to cancel. I send two response emails and call back. I again sit on hold and again have to leave a voice message. I'm furious at this point. I canceled my order after complete lack of response, now it's shipping.

A short while later, I get a call back, to which the man tells me that I can't cancel without incurring a hefty fee because the bed has now shipped. First, the bed (miraculously) shipped after I called to cancel, and second, the bed is still sitting in Phoenix - all they've done is print the label. FedEx doesn't even have record of the package yet when I click on the tracking number. The man tells me that I was given the COVID delay policies and that they're actually exceeding the production time, and made me verbally tell him that I saw and read the policy. Sure, I did. Does that mean I can't change my mind due to changing circumstances? And does that mean that you can highroad me and quick try to ship me a bed so you can keep your sale? So he says he will call his guys and see if they can pull the package back since it hasn't yet shipped. NO RESPONSE.

So I hear nothing back, although the man said he would let me know if they could pull the package back. Since I'm sick of getting no response to emails (three in total) and leaving voicemails on some line (two in total), I try their chat function. I check to make sure that I'm within their business hours (I am), and would you guess it? NO RESPONSE. It's been 14 hours and I've still gotten no response. And would you guess what I woke up to this morning? A shipping confirmation that FedEx has picked up the bed from their facility. So, if you want to take your chances you have no need to contact customer service, then this sounds like this is a great bed. But if something comes up and you need to contact the company, prepare yourself for the worst customer service. They don't care about you - just selling you a product.

Original Review: Aug. 12, 2020

I purchased an Alexander Signature Hybrid twin XL mattress and mattress cover from Nest Bedding on July 3. On July 13 after not receiving any updates on when the mattress would be shipped I received an automatic shipping update on July 16 that it was shipped Fedex. The mattress was delivered July 21, which was great. The mattress is great but I sent customer service an email August 5 asking to return it as I'm wanting to upgrade to a Queen size. I received an email right away, on August 5 asking for:

- Picture of what the mattress is on, the bed frame/foundation and supports.​

I sent the photos on August 10, as well as left a voicemail on their customer service number. I'm still waiting on a response as I would like to return the mattress/schedule a donation before the 30 day trial is over.