ComplaintsforApollo Mattress, Inc.
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Complaint Details
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Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I have two mattresses from this company purchased at different times for different houses. Both have failed in less than a year. They never expanded to a true King size, they are concave at the corners, they are sinking in the middle. They are supposed to be covered under an extended warranty, but the company website no longer exists. They are still selling through ******* but did not respond to my message through *******. I am attaching pictures to show as best as I can the failure of the mattresses. Shown are pics of both mattresses on king platform frames. The mattresses don't even come close to matching the frame size. They are at least 2" short in both directions. The toper (which is appropriately sized) hangs over the mattress. The corners of both mattress are concave, looking horrible and cheap on a platform frame. I want the owner to honor the warranty and refund for both mattresses.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Mattress falling apart. No way to contact for warranty claim.Initial Complaint
08/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
RE: Luma Sleep Order Number *************************************************************** the morning, so we wondered if it was the mattress. The All Latex Slumber System that I ordered from Luma Sleep in July 2019 was sagging in excess of the ****" indentation guideline for replacement under warranty, so I contacted Luma Sleep via the warranty form on their website on July 16, 2023. They initially told me that my claim was potentially warrantable, but they needed me to send pictures, which I emailed to them at the email address provided that day. In response that email, I got a vacation response saying that the individual would be out of office until July 21st.I followed up via email on 7/27 and 7/31, left a voicemail on either 8/******/3 (and have called on 4 other days on which it was just sent to voicemail), and submitted a message through their website on 8/4. I have heard nothing from Luma Sleep since the initial July 16th communications and am still waiting for resolution to my warranty claim by them.Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ive been trying to get Luma Sleep to honor their warranty on a mattress that sagged in less than a year. They asked for pictures and claim they cant see proof of sagging when it's clear on the pictures. I have a disabled mother with chronic back pain and this is tiring to deal with.Business response
04/11/2023
Luma Sleep has replaced the customer's ********************** at no cost for the product or delivery. Order **** was delivered on 4/4/23. *****************************************************************************************
The communication/email exchange with the customer's daughter is attached.
********************** provided the customer with a replacement product even though the customer did not provide Luma with a picture demonstrating that the mattress qualified for a warranty replacement. (depth of indentation > 0.75")
Please let us know if additional information is needed.
Thanks for your assistance,
Team Luma
Customer response
04/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.