This is the absolute worst mattress…
This is the absolute worst mattress company to deal with. To start out, I purchased their Alexander bed several years back and had a plethora of bad experiences associated with that purchase. I ordered and paid for a king bed and they sent me a queen bed. After taking several photographs and sharing it with them, they advise me to see if the bed would grow on the frame and to just let it expand, even though it was obvious that it was a queen.
So after having to deal with disposing of that bed and a headache of bringing the new bed to the second floor of my home for a second time that but only lasted a short period of time until the springs gave out.
After fighting them to honor their warranty, they finally did, then exchanged it for their new sparrow mattress. Three years after the fact, their foam degraded, and they refuse to replace it under their lifetime comfort exchange warranty. They claim because I did not purchase the bed and that it was given to me under a warranty. They were exempt from having to honor the comfort warranty, even though it clearly states that that mattress is eligible for that comfort warranty.
The rationale is, they exchanged their original mattress which I paid for with a newer model so therefore, I never purchased the replacement. Absolutely insane logic.
They instead want me to spend $600 to replace the foam. Now I am stuck with a mattress that I cannot use. That is only three years old.
Save yourself a headache and purchase from a reputable firm. One that honors their warranties and has a commitment to customer service.
This company is terrible. You cannot even get in touch with a live agent. They have to call you if they want.
I am dealing with the Better Business Bureau right now with them and to date, they have ignored their requests for intervention
Reply from Nest Bedding
Hello Don,
Thank you for sharing your feedback. We are sorry to hear that your experience with Nest Bedding has left you frustrated.
We recognize that there were challenges associated with your original order, including receiving an incorrect mattress size. While that issue was corrected, we understand that the process was inconvenient and required additional effort on your part.
We also understand your disappointment regarding the warranty replacement and your more recent request for a complimentary comfort layer exchange. However, we would like to clarify an important distinction. The Sparrow mattress you received in 2023 was provided as a warranty replacement for your original Alexander Signature Hybrid mattress after your warranty claim was approved. At the time the replacement was authorized, you were informed that the replacement mattress would carry warranty coverage but would not include Lifetime Renewal Exchange eligibility.
Because the Sparrow was issued as a warranty replacement rather than a new retail purchase, it is not eligible for a complimentary Lifetime Renewal Exchange under the terms of that program. We understand that you disagree with this policy interpretation, but our team has applied the same program terms that were communicated during the warranty replacement process.
We would also like to clarify that Nest Bedding has not ignored requests from the Better Business Bureau. We take all customer concerns seriously and have responded through the appropriate channels.
While we recognize that this outcome is not the one you were seeking, we appreciate the opportunity to review your concerns and provide clarification.
— Nest Bedding Customer Care
