Nest Bedding

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.

- 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.

I would not recommend this mattress if you have back issues or want a mattress to last more than 2 years. Save your money and go somewhere else. The one star is for Nest’s customer service. Everyone I have talked to has been really nice. Their customer service people are great. The bed and the policies are zero stars.

After a few months with the replacement mattress, exact same issue. So, it wasn’t a fluke - it’s a problem with design/quality. The middle of the bed was great…which is not an option for a couple. When we contacted customer service, we were given a list of photo “proof” we needed to send in order to “qualify” for our lifetime warranty. Making customers jump through hoops to “prove” an issue that they've already acknowledged seems like poor customer service.

We were then informed that the amount of sag/depression was “within the normal range”…for what? A ten-year-old mattress? Not one less than six months old. So, we sucked it up, having no other options and not feeling like we should have to pay for another new mattress in that period of time. For the past two years the indentations have gotten progressively worse, to the point that I now cannot sleep on my right side facing the middle of the mattress. I wake up with my arm numb because it angles up, pinching the nerve in my shoulder.

I see that they’ve changed a lot about this mattress since 2018 (replaceable foam?) so maybe this is happening to fewer people, but it incenses me that we have to purchase a new mattress after less than 24 months with this one. And the snarky answers from Nest's “customer service” to people who post negative reviews on their site…not the best look for a “premium” company. Since we are out $1,600 with no sense of care or concern from Nest, I’ll do what I can to ensure others are not taken in the same manner. Who knows, maybe things have changed at Nest, but they’ve lost at least one customer.

After contacting customer service again they said they couldn't get into contact with operations and that's all I've heard. Even after several more emails from me I am still being ignored. I tried to write a review on their website but it never showed up on their website. It appears they delete negative reviews so DO NOT TRUST THEM. Then I come on here to write a review and see that recently they have been getting very poor reviews about mattress quality and customer service. It appears I picked the wrong company to spend my hard earned money on. Hopefully I will get my mattress someday. If I do I will promptly change my review to reflect my experience.

After I moved, I contacted the company again to see if I could still donate the mattress. They said that their policy says that I must find somewhere to donate the mattress within 30 days, or the return is not honored anymore. So that was that, they would not even consider an exchange at that point. Now I am stuck with the most uncomfortable $1300 mattress. I don’t even sleep on it most nights, I’d rather sleep on the couch, that’s how horrible it is! I am just going to throw it away and buy a mattress from a regular mattress store.

I truly recommend that people go to a mattress store and lay on the mattress before they buy it. I also do not recommend this company since they want you to find somewhere to donate the mattress and not many organizations want used mattresses. I agree that this whole 90-day trial mattress is very wasteful if you end up not liking the mattress. Also, if you lead a busy lifestyle, spending time trying to donate a mattress to get your money back from a one that didn’t work out is a big waste.