ComplaintsforAwara Sleep

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DO NOT PURCHASE A MATTRESS FROM THIS COMPANY!!!! I spent over two hours on the phone with this company and they refused to let me speak to a manager. I cannot speak to the quality of mattress because ours never came, but their customer service is atrocious. They say they ship within 2-5 business days, but after 11 business days they still had no date of shipment to provide. The headboard was delivered after 2 business days and the mattress was no where to be found. They would rather cancel your order than let you speak with a manager. After this issue I researched the company further and think we may have actually dodged a bullet. Other reviews state their "forever warranty" and "365 day trial" are scams.

  

  Business response

  08/06/2024

  We understand the importance of providing our customers with the most accurate shipping dates and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience and we value every bit of feedback we receive. It is never the experience we want for any of our customers and we greatly thank you for your patience and understanding. A Senior Customer Advocate has attempted to connect with you to assist. Please reply directly to the email if you need further assistance. Thank you for the feedback you have provided.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased this mattress seven months ago. After about 5-6 months we started noticing it was starting to deteriorate. After about another month we were experiencing back and hip pain. The mattress was dented were I slept. I weigh 118lbs. The bed has a lifetime warranty AND a 365 night guarantee. I reached out to the company and was told to send pics. I did and they saw a spot on the bed and said due to the stain we cannot honor the warranty. It is a tea stain our daughter spilt we had a cover on bed and this is how much went through. We are not trying to send back due to a stain but rather the quality of bed in less than a year. They refused to even discuss this. I have spoke with a total of three people now, and no one will respond to their original emails. We are seeing a chiropractor twice a week to get our backs in alignment and we just purchased a new bed. I have also enclosed receipt for the new bed we purchased today as well as the receipt for the Awara Bed (dispute price). Images are labeled.

  

  Business response

  08/01/2024

  Thank you for reaching out and sharing your experience. We are truly sorry to hear about the issues with your Awara mattress.  Your comfort and satisfaction are of utmost importance to us, and we regret that your experience has been less than satisfactory. Regarding the warranty claim, our lifetime warranty is guaranteed for any defect in materials and workmanship, and our warranty policy specifies that it can be voided due to staining and soiling. We understand your frustration with our warranty process and also understand that accidents happen. For these instances, we offer mattress protectors and recommend extended mattress coverage to ensure that you are covered. We value your feedback and are committed to providing you with the best possible support. Our records indicate that a senior customer advocate has reached out to you to help resolve your concerns. If you have any questions, please reply directly to them so we can provide further assistance.

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have not received a refund as promised; see attached email correspondence from representative from AWARA.  My ******** ******* bank states they have not had a refund initiated.   

  
  Sincerely,
  
  ******** *****

  

  Business response

  08/07/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced regarding your refund. According to our records, the refund was processed. Additionally, our records show that you have been contacted by a senior customer advocate and have confirmed the refund with your bank. We appreciate your patience and understanding while we worked to resolve this matter.

  Customer response

  08/09/2024

  
  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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• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a king sized *************** Hybrid Mattress online from the Awara Sleep Company on March 16, 2024. The mattress is advertised on their website: www.awarasleep.com for the sales price of $1,614.00. I also added a 10 year Accidental Damage protection for the mattress for an additional $109.00 and a sleep bundle (2 pillows, sheets, and mattress protector). Total price with tax was $2,071.29. The website stated that the products ship within 2-5 business days. On March 19th, 2024 I received the sleep bundle but the mattress was still shown as In-Processing. When I called **************** on 3/19/2024 they said the mattress would be delayed but could not give me an estimate for the ship date. As of today 4/14/24 (a full month after my order), the company still has not shipped the mattress. After many back and forth calls with ****************, they still cannot provide a ship date. They offered me a substitute lower quality mattress for a reduced price, but I told them I wanted the mattress that I selected. There is still nothing on the website that reflects the item I ordered is out of stock or has a longer ship date. Nor will they tell me when they could fulfill the order. So this feels like a bait-and-switch to me. The company should be able to tell me approximately when I will receive my order should I decide to wait. I will likely be asking for a full refund if they still cannot forecast a ship date, but the point is that a company should be able to tell a customer if a product is no longer available or if it is temporarily out of stock, the website should reflect that and they should not be taking any new orders for that product.

  

  Business response

  04/18/2024

  We understand the importance of providing our customers with the most accurate shipping estimates possible and we are very sorry that we were not able to anticipate the delay that impacted your order. We appreciate you letting us know about your experience as we are working tirelessly to provide the best experience possible and we value every bit of feedback we receive. Our records indicate that you have canceled the order. We are sorry you did not get a chance to give the Awara mattress a try and appreciate your patience while we worked to assist you with your request. If you have any questions please let us know.

  Customer response

  04/18/2024

   
  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,
  
  *****************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Awara mattress in October and have found it to be uncomfortable and within their return period still. I asked for a return and for them to pick up the mattress; however, their partner only has 1 day available to pickup the mattress within the next month. This is totally unacceptable and it's merely impossible to move this mattress due to its size and weight, so I couldn't do anything with it myself. Furthermore, the charities in my area don't just come pick up mattresses and their timing to pick things up in general is tremendous, so this is not an option. I have explained these things to the company already, but they are not providing a better solution for the mattress pick up. They lured me in with easy return process and now they are not fulfilling. The order number is ************

  

  Business response

  04/23/2024

  We are so sorry to hear about your frustration with the return process and would like to thank you for the feedback you have provided about your experience. Our records indicate that a return was completed and a refund has been processed; thank you for your patience while we worked to assist you with your request and for the feedback you have provided. If you have any questions or if there is anything we can do to further assist you please let us know.

  Customer response

  04/25/2024

   
  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,
  
  *******************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a King sized AWARA mattress about a year and a half ago for $1900. The selling points of this mattress were that it claimed to be made with all natural products and materials. Also that it has a 100% satisfaction guaranteed as well and a "Forever Warranty". The bed has always been a bit short of a normal sized king but we dealt with the inconsistent measurement. however, the main concern was how quickly the mattress is deteriorating with normal use. The springs are breaking down and falling through the bottom part of the mattress. This makes the bed very uncomfortable and there are visible dips in the mattress. We have been in contact with the company since January to attempt to get this resolved and have been requesting to get a replacement mattress sent out. After sending all the requested pictures of the mattress along with a description of the problem, it was indeed confirmed that we have a "defective" mattress that is eligible for a replacement mattress to be sent out. Being in contact with a service representative via email, she stated a mattress would be sent out in 1-3 days. a week came and went and there was no mattress and no tracking number for the replacement order. After contacting Awara again (and the same CSR) I was told that no mattress had been sent out yet. Week after week we are getting told one lie after another, even over phone and at this point, we just want our money back! Bottom line is this company has lied to us about the use of natural products, we recently found out that it is made in *****, this mattresses measurements are not true king size and no "forever warranty" exists. Now the company is refusing to keep their contract of replacement upon defect as well as that it uses natural products and in fact, breaks this contract by lying to prospective customers that a "forever warranty" exists when it is a false promise just to lure buyers into a false sense of security. A worthless, empty warranty! REFUND!

  

  Business response

  04/13/2024

  We sincerely apologize for the experience you've had with your Awara mattress and the delay in receiving the replacement offered. We regret any inconvenience or frustration this situation has caused. At Awara, we stand by our Forever warranty and are committed to ensuring that our customers receive the high-quality products and services they deserve. Our records indicate that you have been in contact with a senior customer advocate who is actively working to assist with your request. Thank you for bringing this matter to our attention and we appreciate your patience while we work to complete your request.

  Customer response

  04/15/2024

   
  Complaint: ********
  
  I am rejecting this response because: my husband and i have been informed that we will now receive a full refund and have provided the requested banking information for a direct deposit of our full refund. It has been about 7 business days now and have still not received our refund. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/21/2024

  We are so sorry to hear about your frustration with the return process and would like to thank you for the feedback you have provided about your experience. Our records indicate that a return was completed and a refund has been processed; thank you for your patience while we worked to assist you with your request and for the feedback you have provided. If you have any questions or if there is anything we can do to further assist you please let us know.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The mattress was advertised as having 100% Organic Cotton and 100% Organic Wool. The tag states Polyester, Rayon, Wool, and Cotton. None of which is labeled as organic. It was advertised as an organic mattress. It is not.

  

  Business response

  12/12/2023

  Thank you for bringing this to our attention. Our records indicate that a return and refund were approved and processed for your Awara mattress. We regret that we were not able to keep you as a satisfied customer, but we're always happy to learn more about how we can make things better. Thank you for your valuable feedback.

  Customer response

  12/16/2023

   
  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,
  
  *******************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 7, 2023 I purchased a Natural Hybrid mattress, order # A********* for $1,401.62 directly from the Awara website. The mattress arrived smaller than advertised, but I wasn't going to make a big deal out of it. (no I do not have pictures.) The mattress soon after was subject to a spill. I searched the website to find a care sheet and could find none, the mattress tag itself did not have care instructions, and therefore I went to online reviews and recommendations for cleaning this mattress. I found information that claimed the cover could be removed and washed, and all would be well. After washing this cover and air drying it, the cover and mattress shrunk 4 inches in length and 2 in the width. Only when I contacted this company to get advice on what to do was I informed that the mattress cover was not supposed to be removed. The mattress cover has a zipper. Every other modern mattress that I have owned, comes with a zipper so you can remove the cover and wash it. This seems like a ploy to get customers to void their warranty, as the warranty states removal of the cover for any reason voids the warranty. So why put a zipper on this product at all? Speaking of the warranty, *****'s website provides an easy link to a warranty page that is not the TRUE warranty page. The customer service rep that I spoke with sent a link to this true warranty page, and when I asked where they pulled it from as it was different from the website, I was told that I had to scroll all the way to the bottom of the website, where there is another warranty button that looks very similar to the more obvious one, but takes you to a different page. This company is intentionally misdirecting their customers, not providing information, and then blaming their customers for not knowing the information that was craftily hidden from them. They should not be offering a "forever warranty" if it is near impossible to have their products last.

  

  Business response

  10/11/2023

  Thank you for bringing this to our attention, your feedback is valuable. We're very sorry to hear about what happened to your Awara mattress, it's unfortunate and we understand that accidents can happen. Our full warranty information is published on our website and it is never our intention to mislead customers, we want our customers to be well-informed so they feel confident in their buying experience with us. We stand by our Forever Warranty for any Awara mattress used within our warranty guidelines. Our support team is available via chat, email & phone to assist with warranty and/or care information for all Awara products; we encourage our customers to reach out to us directly for all product-related questions to make sure that they have accurate information. A senior customer advocate has reached out to you to establish a direct line of communication. If you have any questions please reply to them directly so we can provide further assistance.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company advertises shipping in 2-5 business days. I purchased a mattress from this company on 7/21/23. I reached out regarding the status of my order. I was told there was a slight delay and assured the mattress would ship soon and be delivered by the end of the week (7/28). I requested updates, met with more false assurances, and on 7/27 emailed saying I clearly wasnt getting the mattress by 7/28. I requested the order be cancelled and refunded. I was told the order was processing and they were unable to stop this process, but they would refund if possible. If it was too late they would assist with a return. I emailed again on 8/2 saying to immediately cancel and refund, with no response. They continue to claim everything is pending and that they are unable to refund me. My tracking number still works and currently (8/10) says the order is awaiting shipment, so they clearly still have not cancelled the order. I am out almost $1100 and this company continues to make excuses for why they havent refunded me. The company, their support team, and advertising practices are highly unethical.

  

  Business response

  08/29/2023

  We're sorry to hear about your experience and for the unexpected delay with your order. We see that the order was returned, however, when we attempted to refund your order, we were alerted that we could not due to a chargeback on the transaction. When an open dispute is under review, we are prevented from issuing a refund until the dispute has been resolved. As soon as we see the dispute is no longer under review with your payment processor, we can then proceed with finalizing your return and refund. We are waiting for the conclusion of the dispute which can take up to 3 months. We are very sorry for any inconvenience and appreciate your patience and feedback.

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

   

  The previous statement from Awara does not at all reflect my experience with the company. I never received the item, nor did it ship, so there was no return. As for the refund, I was never informed of any transaction being flagged from anywhere. This whole response makes no sense, as it has no relevance. The issue is the delay in refunding me, and the blatant lies the company would make in regards to the processing of the refund. 
  
  ************

  

  Business response

  10/04/2023

  Thank you for your feedback. We acknowledge that there was an unexpected delay with the shipment of your order and we sincerely apologize for any inconvenience this caused. Our records indicate that your order shipped and was in transit at the time you requested a refund; the refund was pending the order's return to our warehouse. We're very sorry if this process was not properly communicated and we understand your frustration as a result. This is not the kind of experience we want you to have.  A senior customer advocate has reached out to establish a direct line of communication, please reply to them directly if you have any questions or concerns so we can further assist. 

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Your company fails to acknowledge or attempt to remedy the fact that I was blatantly lied to by the numerous representatives I spoke with. Every single person provided either conflicting or obviously incorrect information. 

  Sincerely,
  
  ************

  

  Business response

  10/10/2023

  We sincerely apologize for your disappointing experience with *****. We take customer satisfaction seriously and we regret that we fell short in providing you with a satisfactory buying experience. We greatly value the feedback you have provided and we will continue to work diligently to improve on providing the best customer experience. A senior team member has been attempting to reach you to further discuss your concerns & provide any additional assistance. Please reply directly to them so they can assist with an amicable resolution on the matter. We look forward to hearing back from you!

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an ordered on July 1, 2023, for Awara XL Hybrid mattress and was delivered on . The order #A-13875206. When I got the mattress it did not fit and was to small width, which was un-opened in the orginal box. I spoke to a respresentative and was told to take off the old ***** labels and leave the item on the porch on 7/13 for pick up, which I did. ***** came today with a call tag to pick-up the item, which was picked up on 7/13. So, I contacted Awara who now says they dont know where the pagage is? I dont have a pick-up tag because ********* was picked up on 7/13 by ***** and since I was instructed to remove the old tags and leave the item on my porch, I have no record of the item and Awara has no record that the item was picked-up. So, now Awara is reserching the issue, but I am afraid they will not stand by their procecdueres and the item will not be refunded. I am extremly honest and I do not have the item. Please help me get my refund back. The item cost $846.94 which included tax.

  

  Business response

  08/12/2023

  Thank you for sharing your experience with us. We sincerely apologize for the unexpected delay with your order return and for any frustration it caused. Our records indicate that a refund has been processed. We appreciate your patience while we worked to complete your request. If there's anything we can do to further assist you, please let us know.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I write to express my profound dissatisfaction with Awara Sleep, a company I once regarded as reputable and trustworthy. I purchased a mattress and bed frame costing $3400, but their inability to honor commitments and deliver quality has left me financially disadvantaged.Within six months, the mattress began sagging, turning sleep into an uphill battle, literally. The quality of this high-priced product is undoubtedly subpar, as it deteriorated prematurely.The bed frame, too, has issues. It squeaks persistently despite tightening, disrupting our rest and reflecting the shoddy workmanship of Awara Sleep's products.Awara Sleep advertises a 365-day return policy, which led me to trust them initially. However, when I initiated a return request six months post-purchase, they responded after a year and three months, erroneously declaring the return window closed.When I showed evidence of a one-inch sag on both mattress sides, I was told that this sagging is 'normal' and a claim wouldn't be initiated for less than 1.5 inches. It's unreasonable for a premium mattress to sag so soon.I am deeply concerned that the sagging will worsen, and this negligence by Awara Sleep will cost me significantly with no recourse.I am disenchanted due to their poor-quality products and unresponsive customer service. I seek your intervention for a full refund for the purchased products, as promised under their return policy. I urge Awara Sleep to honor their commitment to their customers.

  

  Business response

  08/06/2023

  We are so sorry that your Dreamcloud mattress didn't work out as you hoped. We know how important it is to be able to return your mattress when it isn't working for you. We show that you reached out to start the return within the 365-night trial but there was more than a 30-day period before we heard back to get the return completed. We hate that the return process has caused you frustration and one of our senior customer advocates has reached out to help resolve this for you. Please let us know if there is anything else we can do to help!

  Customer response

  08/07/2023

   
  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,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩