Nectar Sleep
Reviews and Complaints

On August 26 I ordered a mattress and special purchases of sheets pillows and mattress protector Labor Day special. Money was taken out of my account two days later on August 28. Delivery date was set to be 3 to 7 business days. No reliable tracking available. After one week , Texts through *** were placed and was asked to be patient as the warehouse was processing my order. A week later a text again through nectar support, resident, I was asked to be patient warehouse was processing my order and I was refunded $40. An email was sent out after the third week detailing my communications with the support team and was told again that my order was in process in the warehouse. At the fourth week A phone call correspondence between the nectar support system and myself I was told again that the order was being processed in the warehouse, and offer of another $40 to be refunded For the inconvenience, by the end of the conversation I requested my order to be canceled immediately. I was told they had to wait for the warehouse to receive my cancellation order and order from my account to be refunded. It is now been five weeks after multiple phone calls emails and text correspondence I have been refunded a partial payment and still waiting for my warranty refund. Payment for merchandise was withdrawn from my account within two days, a refund the $40 was also refunded to my account in two days. The refund of the mattress took seven days. In my phone and email follow up correspondence I explained to nectar, resident, that if payment has been made by Monday last last week then I would be finally a grievance with the complaintsboard.com, Complaintsboard.com. In retrospect, I should have done my homework Prior to purchasing this mattress after reading the reviews here, I am not surprised to hear that these customers have also had the same issues I have. This business needs To be terminated so that other people are not taking advantage of as we have.

1st off I Google mattress with the highest reviews and Nectar was #1.

Since I've bought it and tried leaving my own review I see that they do don't post negative reviews to their site, only 5 stars.

I'm normally not a "Karen" but I don't want anyone else making a $1500 mistake like I did with their 365 night trial.

They say you have a 365 day trial and then when I tried to return it after the 1st night I slept on it, I was told I could not return it for the 1st 30 days.

Okay, so after the 30 days I try again. They then ask questions if it was too soft and if I'm a hot sleeper and if I'd like a FREE mattress topper that will fix those problems. I of course said, sure.

It slides around and did NOT fix those problems. I write them again. They then want pictures of the mattress. I send them. They finally agree to the return except they don't actually take returns.

They contact some charity in your city and then tell them to contact you to schedule a pickup. It took over a week for them to contact me.

I then wonder if my headboard and frame are included in the return and contact Nectar again to make sure and here is their exact response:

Your frame was delivered on 03/24 and is outside of the 50 night trial period. The mattress would be the only item you are eligible for a refund on. I do apologize for this news.

Please let us know if you have additional questions.

The 1st email I sent to them was on April 6th and then again April 27th that is when I received:

Thank you for that information! I would love to send you one of our free FIRM gel toppers to assist with comfort and coolness. Accepting this topper doesn't stop you from returning should it not work for you. You have until 03/25/2022 to initiate a return so if it doesn't help we would continue the return process and you can keep the topper and gifts to use with your next mattress. If its okay to send you one, please confirm the below.

Notice it says I have until 2022? Yeah.. apparently that's a lie.

God ! Why didn't I check the Complaintsboard.com before buying.

I'll keep it short and sweet (wish they would have)

I order the Mattress May 10th.

Mattress arrived 13 days later with the pillows. Pillow were made not Nectar Brand and were not even identical, made of different material. I have the photos.

Reported this to them, they said they were sorry and sending the correct Nectar branded pillows.

Mattress is 10 inches in the middle and 9 at the corners. Mattress did not come in a branded duffle.

It is May 28th the "Luxury Sheets" just arrived, and they are off brand also. 70% cotton 30% Polyester. NO WHERE ON THE SITE SO THEY OFFER THESE SHEETS OR THESE PILLOWS.

I only purchased the mattress because I was in the market for some pillows and the deal seemed fine.

They have a 365 return policy. So I'll be disputing the charge on my credit card, and waiting the 30 days so they arrange to that this garbage back. DO NOT BUY FROM THEM. You will have the same experience.

Mattress feels nice compared to a spring day that it arrived. Even with the bootleg pillows. I wanted to make it work. I forget which night on the bed this is, but I am now suffering from the worst back pain I've ever felt in my life. I practice Brazilian Jiujitsu and have never had back problems, ever, but now I do.

If you really want to spend 860$ on a Mattress, wait two weeks to get it, get bootleg pillows, ghetto sheets (did I mention they were stained?) develop back pain, and get so hot at night that you think you and your girlfriend have a fever (and possibly Covid-19) then please check out there site as quick as possible.

I don't waste my time with bad reviews unless I really want to save someone else from the experience I just had. I'm on the bed now, because I have no choice. I guess we'll go back to the twin bed until the mattress stores open back up.

Better than the misery of enduring sweating with the air conditioning on and being in so much pain you can't bend down to put your slippers on.

STAY AWAY, please.

I ordered a mattress from this company on 5/25. It was advertised to come with free sheets valued at $150 and a free mattress protector valued at $99. The sheets were the first item I received. I instantly knew that these sheets were not the same ones advertised on their website. They were sheets I found for $30 on Amazon. I reached out to the company via chat - the only way to get a hold of them. They informed me that they were out of stock of the "luxury sheets" and that they could send me new sheets but they could possibly end up being the same $30 sheets I already received. They additionally asked that I mail back the first set of sheets I received. I asked for my order to be cancelled which they refused to do even though the rest of my order was not set to ship for at least another 10-20 days. Next I received the mattress protector. Again this item was not what was advertised on their website. I waited on the live chat again and demanded that my order be cancelled. I was told that when they are out of stock they use their "partner" companies to send items of similar quality. The mattress protector I received was worth $40 on Amazon. When the live chat associate began to get my order cancelled I received an e-mail stating that I should try to donate my mattress. I informed the *** rep that I didn't have the mattress and they asked where it was. I explained that they have still not shipped the mattress, something I would assume they would be able to see in reviewing my order. After an hour arguing with this person I was informed my order would be cancelled and that I would receive an e-mail in 24-48 hours confirming this. That was at 3pm on 6/15 and I have yet to receive an e-mail. I am now almost an hour into waiting for the third time to speak with someone on the live chat. This company continues to advertise sales and free items on their website that they do not have in stock. They are lying to customers and the company in general is a joke. They need to be shut done. This has nothing to do with COVID-19 and everything to do with this company's inability to function. DO NOT DO IT!

I'm not even sure where to start but I would highly recommend that you look elsewhere if you're thinking about purchasing a mattress online. I've personally purchased mattresses for myself a few times due to moving and for friends and have had wonderful experiences with Leesa, Tuft & Needle & nest beds and this is the first time I've felt the need to express how awful Nectar Sleep is and how much worse their customer service is.

First, they claim that their beds ship out in 14-21 business days, but in reality, your bed ships out well over 1.5-2 months after you order. When you get 'updates' through email, it is even more frustrating. You get a delivery time frame of a week for shipping, and each email just moves that week out one or two more weeks. No explanation, no reason, no discounts provided for additional wait times.

It's like if you go to a restaurant and they tell you 30 min wait, and it keeps extending by 30 minutes until the restaurant is about to close. You wonder why you showed up at 5:30pm and it's almost 10 and you are starving but kept on a hook that you might be seated in the 'next 30 min'. This is literally what it feels like to try to buy a Nectar mattress.

Beyond that, customer service is of no help. All they are good for after asking you to verify your order is to tell you the SAME set of delivery timelines. That's it. They can't even tell you which warehouse it comes out of. They actually literally say they have no way to contact the warehouse (this is a lie?) and many other lies about what they don't know or have NO ABILITY to know, because you know they need to know for business reasons.

In the end, stay far far far away from Nectar. Their business practices are shady, they won't tell me what they will do with my information and they also said they keep your information for life for warranty reasons, and cannot tell you anything about your order, and you can't even cancel your order until 7 days after you get the mattress which you'll never get. When they make a mistake, they don't own up to it and blame it on circumstance (oh it was chat vs. call). I'm surprised they don't have enough complaints at the FTC. What fail.

I am extremely disappointed with my purchase. I bought two full and one king size mattress. When I first received my mattresses, the bundle gifts that was so called worth $399 was misleading and I complained to them, they resolved the matter and gave me the resident bundle. I was so naïve thinking since they understood that they were at fault and took care of the matter so I waited to open my mattress later on. I didn't think they will falsely lie about giving me the nectar premium pillows and instead just gave me some aftermarket random pillows. If I knew that this how they do their business, I would've opened the mattress right way so that I wouldn't have this issue because those nectar premium pillows were rolled together with the mattresses. I was in dismayed when I opened the mattresses with random pillows, not the nectar premium pillows that was what I had purchased including an email confirmation with pictures and words what the pillows would be. I thought calling them that they would've rectify the issue but instead they said" they don't have the nectar pillows anymore and I should've complained to them within 90 days", I never thought a business will do such a thing like that. If I knew that they would just put a different item and claim that it was that, would I be so ignorant to not open it? They try to just offer me $30 dollars for the inconvenience and shoved me off while my purchase was $2489.85. I thought they would be better to at least just give me the nectar lush pillows due to their negligence because they claimed that they don't have the nectar premium pillows anymore. The reason why I'm writing this review is to let everyone know how they scam their customers of their products and not to fall for it. The amount I paid, you would've thought they would provide you outstanding customer service. I have my email order confirmation with pictures, words that show what products I should be getting and they shoved me off saying that this is your fault for being ignorant and not opening the product in time. I just couldn't believe this is something or anyone that can encountered when you think a brand name mattress will definitely be better than that.

This has to be the worst service experience I have ever experienced with any company. Honestly, Genevieve was probably the best part of this catastrophe. After ordering a replacement remote control for an adjustable bed frame, which seemed so wonderfully effortless upfront, it was decided by Nectar that an entire adjustable base was shipped instead. This seemingly generous offer to replace the whole unit resulted in much of my time wasted over the course of 6 weeks, extreme frustration, and now the hassle of having to dispose of the existing base, which is in mint condition. On top of that, the replacement was initially shipped to the incorrect address despite me having confirmed the correct address at least three times with two different people. When I discovered it was at the incorrect address, I notified the Nectar team on the same day. After around 10 days, it had still not been collected with an agent telling me to reach out to FedEx myself to correct their mistake. During this time, the focus of the customer service team was on the solely on the shipment delivered to the incorrect address, constantly badering me for more information and endless assistance. How hard would it have been for them to call their FedEx rep and ask them to collect the box? All the while, as the customer waiting on the delivery of the adjustable base, I was receiving no information on when I would receive the replacement despite asking numerous times for an ETA. I needed to arrange for the trash collectors to remove the old base, and wanted that to happened around the same time as the delivery. That did not happen. I was not provided with a tracking number this time around, and the delivery person delivered the shipment on the curb without ringing the doorbell or notifying me of the delivery. A neighbor rang my doorbell to tell me I had a delivery on the street, which I then had to drag inside myself. I live alone up two flights of stairs. There isn't much I can think of that could've made this situation worse. Thanks for the free $25 dollar blanket, Nectar! My time is worth a lot more than a blanket I don't even need and I certainly could've done with out the aggrevation of this debacle.

BUYERS BEWARE: FALSE ADVERTISEMENT ON PROMOTIONS- REPORTED TO FTC

I purchased the Nectar Mattress during their 4th of July promotion in 2020. The promotion was for free nectar pillows, a nectar mattress protector, and the nectar bed sheets. Their promotion explicitly has a picture of the nectar items on their site and explicitly state the value of the items (the sheets are worth 150 since the nectar bedding retails for 150 on their site).

A month and a half later, I receive the sheets in the mail but they are a 40 dollar sheet set (it is this one: https://www.amazon.com/Signature-Hotel-Collection-Softest-Microfiber/dp/B07X51BR5M).

I contact Nectar and they acknowledge that the sheets they sent me are $40 and offer to refund me $40. The reps state that this refund is not equal to the value promised, ", ***. If I can only provide the equal value of the sheets that was promised, I would've done so. However, there's a scope I can only reach."

IMPORTANT: They also told me that any items in their promotion are not promised to be the actual items (they can be from third party partners) nor are they promised to actually be the value listed. This was never stated on the promotion during purchase anywhere but I was told when asking for assistance on this the following "Upon checking back and forth with our team, it seems that we are moving on to sending non nectar branded promotional items but of course still luxury and great quality items."

Their promotions in the past (I cannot say regarding the future) are very much false advertising, at least in this instance. They use pictures and links of their products and cite those dollar values but will send you other third-party items for the free promotional items which are unexpected and not of equal value.

This is very troubling and I would advise not to purchase from this business. I have a saved transcript of our chat regarding this false advertising in their promotions and included it with this review because I think transparency on this matter is of upmost importance: https://drive.google.com/file/d/1paDwieYHN1yhpi964RTfU4GgChBodmbF/view?usp=sharing.

Also, you can see other reviews posted on many review sites like ConsumerAffairs regarding the same promotion and the same problem happening.

Worst *** experiences I have ever dealt with. I waited a month for my mattress. I emailed 4 times and had zero responses. I tried to chat online as that is the ONLY other option, they took off the option to call in. I tried to chat online 4 times as well and after waiting an hour each time I had to leave to work. I finally got through to the chat the last time after waiting an hour. The person I chatted with did not care to help and took 5-7 minutes to respond to EACH message in the chat, I had to type something each time so the chat wouldn't close from not response for so long. This is no exaggeration, I was on the chat for an hour and half after the initial one hour wait to talk to someone.
They advertised a promo deal for 4th of July for their sheets and protective cover, I have the email receipt stating exactly the same thing. They instead advertised something they were never planning to deliver, which is what the guy on chat said, they instead used a third party and delivered mind you a month and a half later these items which were cheap and not what they advertised. The person on chat asked for my receipt to show the exact wording and after I produced this for him proving my point on their false advertising on time to ship and promo deal, he said well that's not how we do it even though my receipt said exactly as I was explaining. He said they couldn't do anything to help me. They had no management to talk to. That he would have someone call me, which never happened. The bed is subpar at best. It smelled terrible for a week, I aired it out for 3 days and still smelled terrible a solid week and still has a smell to it. I'm a side sleeper and my hips and shoulders are sore in the morning and it's hot to sleep on! NOT WORTH THE MONEY OR PAIN OF DEALING WITH THEMl! I have since read so many reviews about returning the bed and don't even want to think about the process, since trying to contact them to even get the bed has been insane. This company is so disappointing in so many ways. Go with another brand please and save yourself the pain of dealing with this company. I really don't know how there are positive reviews. We have a guest bed from amazon for $250 thats more comfortable and cheaper and ships in two days, no smell.

I purchased 2 adjustable base bad frames from Nectar with 2 mattresses. Nectar said it will take 2 days to deliver and the moment after I paid for my order it said in details it will take about 2 weeks to month to receive the adjustable bases. I got tired of waiting for this delivery so I canceled the 2 adjustable bases order. I received the 2 adjustable bases 2 days later, after I canceled the order. I contact them immediately and request a return for them. They provided me with a FedEx tracking number and FedEx came out pick them up next day. I checked the tracking number and it showed me, it was delivered to Nectar. I contact to Nectar and they give me a refund for 1 item only, even though I returned the two items. Their excuse was they received only one box with 1 tracking number so couldn't refund me fully. I emailed them my security camera footage that FedEx has picked up two boxes and told them Nectar provided me only one tracking number and FedEx put on the shipping label not me and they said they would contact their team and FedEx. After that, they never contact me back so I talk to FedEx guy who pick up the items and he told me they only provided them one tracking number so his manager told him to wrap them together and deliver them. He gives me his full name and his managers and their POC info. I forwarded this information to Nectar and I received the same email that they will contact their team and FedEx. That's it. I never received any contact from them or the refund from them. I am still planning to contact my credit card company to open a dispute for a refund. This was such horrible experience. They don't even know how to open a claim to their mail carrier or how to track their packages. You will need 3 things before you purchase anything from Nectar. 1. Free times to deal with their own mess. 2. Use a credit card so you can open a dispute if they don't refund you. 3. Security cameras will help you to open the dispute when you provide evidence to your credit card company. Dealing with Nectar is a waste of time and money. For your information, try sleeping on your carpeted floor before you purchase a Nectar. Their mattress feels just like you are sleeping on your carpeted floor, very firm. Also, you can feel your spouse's every movement all night long. I can't believe that they even have a simple good review.

Wife reviewed this company a month or two ago. We had a lot of issues. See Danielle R. review for recap. We did end up getting ALL of our money back after talking to numerous employees and never receiving our full order. She ended up having to threaten alerting the news media to their bad business practices and promised to use social media to reach out to all of their disgruntled customers and begin a class action lawsuit if they did not refund our money in full. Over $2300. They said they would do it and shooed her off of the chat. Proceeded to refund everything except nearly $500 for the "free" gifts and directed her to the policy website. She told them that whether they had kept it for the gifts or not... The total they kept was wrong. The gifts only added up to $399. She also told them that she had no plans to abide by or adhere to a policy that they themselves did not follow and demanded our money be returned in full. They then told her that they hadn't refunded all of our money because the pillows were not returned. She directed them to their own website where it is stated that the pillows are rolled up with the mattresses and asked if they only paid attention to the policies that said they could keep our money before demanding it be returned in full again. She let them know that our lawyer was waiting for the go ahead and asked to speak to a manager. They refused and commented that a manager would say the same things and again said they wouldn't be returning all of the money. She promised them she would keep hassling them until they returned it and directed them to their many horrible reviews as well as reminding them that they had already been in trouble with the government once and let them know that it would cost them more money to have to go to court over all of the customers they had wronged than to give us what we spent back. She told them they would end up paying court fees for all the people that would end up involved in a suit as well as having to return all the money they had stolen during a world crisis. The accusation/ news of which would likely cripple their company anyway. After 2 hours in a chat with 2 different people... We were refunded all of our money. Two days later we got an email that our order was delayed? They have turned off their phones and most comments on social media pages. HORRIBLE ***! THEY ARE THIEVES AND LIARS!

I ordered a Nectar mattress. It included a "free" mattress protector and free pillows. I didn't need one and tried to delete it from my cart, but it kept popping back in. Oh well, I thought; it's a "free gift". The mattress arrived quickly and was easy to set up. That was the last easy thing about it.
It was quite firm, which isn't my preference. It was difficult to roll over on. There is no edge support, so if you sit on it to tie your shoes or sleep close to it - it will dump you out. The pillows were like rocks. No wonder they were free...their only other option would be paying someone to take them!
Because of this, I decided to take advantage of their "guarantee". It took weeks of work to get a partial refund. I spent HOURS on hold on the phone and on chat. Chat reps offered "fixes" and "freebies" to keep it, but when I declined them, they ultimately said they couldn't help and to send an email. Emails were ignored. An eventual phone conversation led to the refund process being started. The first email offered me $175 to keep the mattress. I declined. I got no response. An hour on hold, followed by a 5 minute phone conversation finally provided me with instructions on how to proceed: I donated it and sent photos of the donation receipt, as they requested. Several days later, I received an email saying they were refunding part of what I'd paid. They were deducting the "free" mattress protector from my refund. I called again. After 1.5 hours on hold, I was told it was in the "terms and conditions" that it wouldn't be refunded. I went back and looked again. Nope. Not there. It was never mentioned in the few emails I got, it was never mentioned verbally. The rep didn't care. If I'd been given the option of refusing it, or at some point told that I would be charged for it, it would be a different story.
The bottom line is this company is going to do whatever they can to keep your money. They don't care about customers - and it shows. My 2-star review (which included positive as well as negative) on their website was deleted - AFTER they confirmed and responded to it. Their facebook makes comments un-viewable. It's clear that they're getting comments and reviews that they don't want people to see. What you can find is all about how awful the *** is, how they ignore customers, and are not helpful. Wish I'd researched that before I fell prey to their scam.

I have to be honest, I've been going back and forth with their team for over a month now and every time with a new person needing to hear what the problem is and it's getting very irritating.
I placed this order on June 5. When placing the order, it stated that my order would ship in 7-10 business days which was fine. June 8 I received an email stating my order will be delayed by 7-14 business days. I could not wait this long so I immediately reached out regarding cancelling my order with no response. On June 12, I received another email stating another 7-14 day delay. I got on a chat with Benjamin O asking to cancel. I was not being listened to and the responses I was getting were "We cannot cancel the order" "It is being processed" and "You'll get it really fast and then you can return it with no problem" Obviously it was not being processed and shipped "really fast" because I had received emails delaying it 14-28 days. On June 14, I finally received a response to my email send on the 8th saying "It looks like we were already able to assist with this" and not offering any further help. June 15 I received an email stating items are running further behind and will ship separately. June 23, the first part of my order arrived - the mattress protector. June 24 another part arrived - the sheet set. July 1 finally the mattress arrived. July 2 I reached out via chat to begin my "no problem" return with Jared M. I was told that he had to consult the team and he would have to get back to me. An hour into the chat, it disconnected because he was consulting and we had no reason to be typing. An hour after that, I was told to confirm my address and phone number to set up a pickup by FedEx. 4 hours after that, I received confirmation that FedEx would pick up all 3 items (mattress, mattress protector, and sheet set) on July 3 between 8a-6p. I followed all of the instructions and covered the shipping labels as requested, yet FedEx came and took away the two small items and left the mattress - they didn't just leave it nice and standing where I put it, they knocked it over and moved it.

I have been trying to get in touch for another week now to get this mattress picked up and technical issues continue to happen with the chat feature.

I have already sent pictures of my unopened mattress and the shipping label (which is now covered). Please refer to my email to Jared M of those are needed again.

I am now only receiving responses to my emails once per day and in the middle of the night. I refuse to pay for this since I have done everything in my power to cancel and now to return my order and it's like they are holding me hostage.

At this point I would give zero stars if I could. I have not actually received the mattress, so I can't review the product itself, but the "***" this company "offers" is pure ***. Ordered a mattress, mattress protector, pillows, and sheets, and immediately received an email saying it would be shipped in 5-7 business days. Great. Three days later got an email saying the order was delayed an additional 5-7 days. Seven days passes *** zero update. Spent an hour in an online queue to speak to someone via their chat function (as they have suspended all phone operations at this point). Within 5 minutes of someone speaking to me, they said they sent me an email to continue communications in that manner. Why would I wait to speak with someone via chat if I wanted to communicate via email? I refused and continued the chat. The representative did not speak in full sentences and often times gave nonsensical "answers" to my questions. For example: "we are doing it all to have it by this week but for we will let you know for any updates." I'd wager English was not their first language, which is fine in and of itself. But is this company really allowing people who are incapable of actually forming sentences to work for them? Thankfully, there is an option to have a transcript of any chat messages emailed to you, so I have proof of their inability to form sentences (which includes the above example). My question was simple, what is the status of my order? I could not get a direct answer. They have the order but it has not been processed. At this point, I need a mattress. I opted to cancel the order and receive a refund so I can purchase from a different company. Oh, but they can't do that because the order is being processed currently. But I was just told it wasn't processed! This went on back and forth for some time before I lost my patience and asked to speak with someone else. Nope. This woman refused to connect me with ANYONE else. Eventually she said she would put in a request to cancel the order, but it may be too late and it may still ship. If that's the case, I'll have to wait for the items to arrive, return them, and then eventually they'll start a refund process. I have no clue if she actually put in a cancellation request or not due to her inability to speak in complete or full sentences. I have received no further correspondence from them stating the order has been cancelled or that a cancellation request has been made. I had to email customer support afterwards to see if anyone else could tell me. So far, no response. I'll have to start emailing and getting in their chat queue daily until someone can give me an answer. Apparently no one at this company knows what orders they have, what their status is, or how to do even the most basic of ***. All I know is that they were more than happy to immediately take my money and will, maybe, one day, refund it. Long story short, AVOID NECTAR AT ALL COSTS!

Back in 2018 I order a mattress, pillows, cover and 2 sets of sheets, the sheets back then said organic cotton in the website, I received them and they were indeed organic. Now I wanted to purchase another 2 sets and went ahead and did it, trusting that the company wasn't going to have a 180 degrees changed in 2 years, stupidly I pulled them both out of the package, because I wanted to wash them and use them, again trusting this company and all I get is a synthetic smell like Barbie hair and go and look at the label and see a completely different thing, my past sheets say 100% organic cotton GOTS certified, made in India and this one say Standard Textile 65% cotton and 35% polyester, Made in Mexico, I immediately put them back in the plastic bag as best as I could and went to chat with a representative asking him if the quality has changed, I'm also a little confident that I can return them because they claim all over a 50 DAYS SLEEP TRIAL ON SHEETS, what they don't tell you is that those have to be unopened, how are you supposed to try them without opening them? Makes no sense. Well the representative fought with me and tried to argue with me telling me that I bought exactly the same sheets as 2 years ago that it was on my records, I told him I can't sleep in non organic sheets because my skin is extremely sensitive and I would have not spend $150 in each set for non organic sheets, literally Target organic sheets are better quality, he again proceded me to tell me I was in the wrong even though I'm sitting here looking at the labels in my old sheets. Then another rep contacted me on the phone telling me that due to the confusion they would make and exception and return my sheets, also she never acknowledge the fact they did use to be organic, telling me they have a sister company called AWARA who is the one that sells organic items, well that company wasn't created until 2018 so maybe those sheets went there, I looked up the reviews and filter the word organic and there's 10 people talking about how much they love their new organic sheets, all back in 2018, so I am not crazy, even though both reps continue to think I never purchased that. Bad part comes when Marion V, the customer success advocate after she told me on the phone they will take the sheets back and also on email, this is what she wrote; Thanks so much for speaking with me today! As discussed - We will proceed with the Sheet return - I will just need the following photos before proceeding: -A photo of the package in full After I sent the picture of the sheets in package she sent me an email this night now telling me this; Thanks for sending in those photos! Unfortunately, Nectar bedding accessories that have been opened aren't eligible for a return or refund due to the nature of these items. I understand that the previous representative informed you that we can proceed with the sheets return, however, we have to abide by the company policy to not process any opened accessories. What?! How is that even right, you just changed your mind like that? What am I supposed to do with $300 worth of sheets that I can't use? What kind of company changes their quality so much in 2 years! Is not fair that I was mislead like that by your company, I simply expected the same quality and an ethical company that backs up what they claim! I just want you to stand up for what you told me and give me my money back for those subpar quality sheets.

Poor service, Poor quality mattress. Stay away! I waited 2 months for this company to get it together after I ordered a mattress and regular base in July. On July 7th, I called to change the base to an adjustable one. After much calling and emailing, they refunded me for the plain base, and I paid for the adjustable one. This separated my order. So the white-glove service was now only for the mattress. I asked for everything to be delivered together, and they assured me it would be. I paid $149 for white-glove service to install it with the adjustable frame and remove the old bed. They use CWS to deliver through Ryder trucking. Three weeks later, the mattress arrived alone. I refused it because white-glove service would entail unboxing. I was told everything would be delivered simultaneously. I called repeatedly, no answer. After a long wait, support said they'd keep the mattress until the base arrived. Four weeks later, the base came without the mattress. I waited three more weeks for the mattress from abroad. On September 14th, I finally had both pieces. However, the delivery guys refused to assemble the base or remove more than one piece of my old bed. I contacted support, frustrated and demanded immediate action. They arranged for CWS to fix this. I received a robotic call with a scheduler number. The earliest date for white-glove service was September 29th, two weeks away. I'm 70, and assembling the frame was challenging. I prepared the frame, unboxed the mattress, and waited for it to expand. The service was terrible. The mattress has no edge support, it collapses when you sit, and the sides let you roll off. Don't buy from them. They can't organize anything. The mattress is poorly made, and their white-glove service is just delivery by incompetent people. They owe me $149. The customer service was inept, and the mattress will be returned. 365 nights to try it out, but it only took one. I regret not checking reviews before considering NECTAR.

After purchasing my mattress in July 2024, I decided it was not going to work well so I asked for a return. I went through the process of taking the photos requested, the mattress return was approved. They handed it off to Sharetown to pick it up but Sharetown was unable to do it in my area. They want me to haul it off to Donation center and I’m a 75 year old man. I couldn’t even get the local Salvation Army to pick it up. Therefore, it will be impossible to return it under their warranty and get my money back. This is not the easy process of return they stated in their sales advertising.

Nectar Mattress is a joke! Quality is terrible. Customer Service is terrible. I purchased a Nectar Mattress on 10/13. It was delivered near the end of October. Upon arrival the headboard that was purchased with the mattress was damaged. I called CS immediately. I was told I have to send an email to report the damage and send photos. I took the photos and went ahead and put together the headboard, foundation, and put the mattress on it because I had three additional people here to help me and didn't have a bed to sleep on. The mattress and all the other parts are over 127lbs. I had to have help to bring it inside and set it up. In the mean time, Nectar said the photos were not clear enough to do anything for me. I was not able to move the bed out by myself to take any additional photos right away but I reviewed the photos I sent. They were perfectly clear. From the start of sleeping on the nectar mattress I woke up every morning with horrible back pain. I am 36. I have never really had any back issues. Every morning my lower back hurts so bad that I can't pick up my son, who is in preschool. He's little, he needs help brushing teeth, get dressed, etc. For me to bend down to help him put pants or shoes on is next to impossible. I wake up in the middle of the night almost every night just from the pain in my back. Many nights I end up in my son's bed to sleep from the pain being unbearable. I contacted customer service again to let them know that I wanted to return the bed, foundation, and headboard. They suggested sending me a 2" foam pad to make it more comfortable. By this point I had already purchased a 3" foam pad in an attempt to sleep without waking up from my back hurting so bad. I can hardly walk when I first get out of bed. Several days passed and I contacted CS again. They came back and offered me a partial refund of $300.00 and said that they would not accept my headboard because it was damaged and it was past the allotted return period. When I purchased all of the items, I specifically set a reminder alarm on my calendar so I would know the exact date that I had to return if I didn't like it. Magically, the return period is now past the required return period. I am now stuck with a foundation and damaged headboard that they wouldn't stand behind in the first place after it arrived already damaged. The mattress is already breaking down and creating a divot where my husband sleeps. He's not a big guy. The mattress that I got rid of for the nectar mattress was 16 years old and was just starting to get those "divots". The nectar mattress was only 2 months old when this began. The pictures they request of the nectar mattress and headboard have a tag on them with a very light, light blue stamp of some sort of numbers. It's very difficult to see up close in person and on a photo it is even more difficult but the picture has to be of the entire tag so it's next to impossible to get a clear close up to read the stamp without leaving out any of the rest of the tag. Again they said the images weren't clear. After sending them all the information and pictures (they request an obscene amount of pictures), numerous times, for the returns all of the sudden they said "upon further review" mattress is "stained". The lighting in my room is not great and casts shadows. The so called stains are shadows in the pictures, which you can clearly tell are shadows. There are absolutely Zero stains. I have 3, yes 3, mattress protectors on the mattress. I have had to call people over on several different occasions to help move the mattress to get the requested pictures. The images are still not good enough. Nectar mattress is by far the worst product I've ever purchased and their customer service that makes you jump through hoops but leads to endless circles. I have sent picture after picture trying to meet their requests. I have spent over $1500 on the most uncomfortable, heavy piece of junk. The $100 mattress from Sam's Club I bought 3 years ago for my daughter is higher quality than the Nectar mattress

Order placed 6/1. Have contacted multiple times to return what I have received and cancel remaining items, but have yet to receive a return label. On 6/1 I purchased a full size mattress and bed frame, plus my order was eligible for free gifts - 2 pillows, mattress protector and a set of sheets. Website stated order would ship in 7-10 days because of COVID, which I accepted. The first item I received was the mattress protector on 6/16. The mattress was received on 6/24. A second mattress protector was also delivered around 6/24. The sheet set was received on 6/29. The pillows never arrived, but customer service advised they are in the box with the mattress. The bed frame has yet to arrive. It is now 51 days after the original order was placed; well beyond 7-10 days. As I had not received the bed frame, I did not open the mattress or any of the gift items. I left the gifts with their original packing, including shipping bags and did not unseal the mattress shipping box. Multiple times from 6/16-6/26 I attempted to contact customer service via their chat and email to ask for shipping updates. The chat queue would be in the hundreds of people and multiple times I waited until they closed and still never made it to the front of the line. On 6/26 I finally spoke to *** and asked to start my return process of the mattress and gifts and to cancel the bed frame as it had not yet arrived and we would be leaving the shipping address soon. She encouraged me to take a $150 discount to keep everything, but if I accepted I would waive my right to return the mattress via their satisfaction guarantee. I was told if I declined the offer that day I would only be able to receive a $125 discount for waiving the guarantee and keeping the mattress in the future. I did not want to commit to keeping a mattress that I could not open and put on the bed frame. After much back and forth I received a $25 refund and was told I could receive the additional $125 discount once the bed frame arrived. Later that day, someone finally replied to one of my customer service emails and I was offered a $35 refund to waive my guarantee and keep my entire purchase. The difference in offerings was a cause for concern to me. We were about to be away for two weeks so I decided to see if the bed frame arrived while we were gone and go from there. We returned on 7/15 and the bed frame still had not arrived. I considered keeping everything to be kind to a business during COVID, but the entire time that I've been waiting to receive my items I continue to be emailed and texted the same deal that I fell for and their website still states 7-10 day shipping, which is just a lie so I want to return everything and have a full refund. On 7/15 I waited hours in line with their customer service chat to start the return process for the mattress and free gifts and to cancel the bed frame as it was not 45 days since I ordered. The agent I chatted with had my order number and contact information already when we were disconnected by my internet. Instead of calling me to finish the transaction, I had to go to the end of the chat queue again and they closed before I could speak to someone. So I sent an email to customer service requesting my return label. I received a reply asking for photos of my shipping label and the unopened mattress box. I also included photos of the unopened gifts. The email stated I had 5 days to send the photos or my return was waived. I immediately sent the photos and was then sent the same offer from 6/26 of a $125 discount to keep my items, but with a waiver form to complete. I replied that I want a full refund and have yet to receive a reply with the labels. I am currently in line AGAIN for their chat to get the return labels. My husband is on a 10 month deployment to the middle east right now, I work full-time, and have two toddlers. This should have been a simple purchase, but the back and forth with customer service has now consumed HOURS of my time and is infuriating, especially as they continue to advertise false delivery timelines.

Admitted they had sent me a faulty product, lied twice about shipping the replacement, hasn't shipped still. My original order was *** for a King Size Mattress and King Foundation. The foundation cracked under normal use, despite being well within the weight limit. I spoke to *** in customer service on 4/9. They told me that the company would replace it due to it breaking when it shouldn't have. I have an email (dated 4/9) from *** stating that the item would be shipped in 5-7 days and that tracking information would be sent to me. I clarified with *** that it was a full foundation being sent, and they emailed back confirming that yes, it was a replacement foundation being sent to me. 10 days later, on 4/19, I still had not received the item nor tracking information. I followed up with an email to *** asking for an update; I received no response. On 4/22, I spoke with*** During this conversation, *** informed me that my original request had actually been denied, but no one told me (I can only assume I would not have ever been told, as I am the one who was following up and that is the only way I found out). *** spent time with the company and said it was fully approved. I asked how I could be sure it wouldn't take another several weeks (I asked multiple times) and *** assured me that it would be to me within 5-7 business days. (A timestamped transcript of our entire conversation is attached). I received no item, and again, no tracking information. On 5/1, I spoke to ***. *** told me that my item had still not even shipped, but they "expected" it would be the following week that it would ship; she could give me no way to guarantee any shipping time. After pointing out that their website says 2-3 days for shipping (for the king foundation, if I were to buy it from their website), she admitted that this was untrue and that they were "working to get it updated" which is false advertising--their website still says 2-3 days. They offered me $35 for the delay, however, I pointed out that I have not been able to sleep in my bed for over 3 weeks, and have been lied to twice, stating that this wasn't acceptable--I still do not have a bed to sleep in due to the broken foundation. I suggested that at this point, her company should be offering not only the replacement shipped immediately, but a refund on the product due to my spending about 2 hours each time I have to reach out (their customer service is very hard to get ahold of, long wait times, and long wait times even within the chat session). *** refused this. I then inquired about a refund (they have a 365 day trial, and at this point I thought maybe I should just return the mattress and foundation, and buy a new one from another company so that I actually have a bed to sleep in). She told me I would have to dispose of it--generally, this costs money, so I inquired about that. She then told me to take a picture in of the mattress and frame being taken away by the garbage truck to prove I've disposed of it to get a refund...I clarified that she was actually asking me to stand outside for hours to get a picture of a garbage truck taking my products away, and she in fact said yes that was their process (mind you, their website says they will find you a donation center..so that is also a lie). At this point, I was incredibly fed up. I asked for a manager and was told it would be 2-4 hours. They clarified that it would be by phone; I waited up to get the call, happy I would at least get to talk to a manager and explain my concerns. Unfortunately, it was a canned email with no actual information, and no chance to actually speak to a manager. Also, within this conversation, she also admitted the first person was only going to send me a leg, not a foundation, another lie. In sum; they stated 4/9 that they would replace my foundation within 5-7 days. They denied the request after saying that, but did not inform me. On 4/22 they again assured me 5-7 days. On 5/1, they still had not shipped and no clue when it will.

Nectar still has not delivered our mattress a month later, will not cancel the purchase, and will not provide a return label for frame/headboard. Order #: N-XXXXXXXX Date: 9/20 Payment Method: Affirm Amount: *** Purchased a King sized Nectar mattress, along with a Frame + Headboard set on 9/20. A mattress protector, sheet set, and pair of pillows were included with the purchase. The free gifts shipped on 9/21 and were delivered on 9/25 (UPS #1Z4VXXXXXXXXXXXXXX.) The frame + headboard set shipped on 9/28 and was delivered on 9/30 (FedEx #XXXXXXXXXXXX.) The mattress was advertised as being delivered within 7-10 business days. (Their side now says shipping within 3-5 business days.) After placing our order, the shipping date on our order page said 9/29-10/8. On 10/5, we reached out to Nectar via online chat to inquire about the delayed shipping. We were offered a *** partial refund for our trouble, which we accepted. That refund was never confirmed via email, and never posted to Affirm. On 10/6, we reached out to Nectar via online chat again. We were offered another *** then *** off our purchase. We declined and requested to cancel unless the representative could give us an exact shipping date. They could not. They requested cancellation and told us we'd receive confirmation within three business days. Confirmation never came. On 10/8, our mattress tracking info changed to 10/8/10. On 10/11, we reached out to Nectar via online chat a third time. We reiterated our request to cancel. The representative told us that the previous estimate of three business days was incorrect, but that the mattress had been submitted for cancellation. We were told it would happen "as soon as possible." On 10/14, our mattress tracking info changed to 10/15-10/22. On 10/15, we reached out to Nectar via online chat for a fourth time. Frustrated and no longer wishing to do business with this company at all, we reiterated our request to cancel and also requested a return of the frame and headboard. We were offered a *** credit, which we again declined. We were told the cancellation request was still pending and the shipment of the mattress (which hasn't shipped) would be "rerouted." We were sent a return request form for the frame + headboard (which is still unopened and unused.) We filled it out and submitted it on 10/15. We have not received ANY follow up communication to initiate a return. On 10/16, our mattress tracking info changed to "processing." We have also contacted Nectar on their social media platforms, including Twitter, Facebook, and their parent company Resident's Facebook. They do not respond. In fact, Nectar deleted our Facebook message. We are filing a dispute with Affirm in addition to this complaint. Nectar's support team lacks the ability to process requests, completely fails to provide timely estimates, and seems to have no intention of providing any assistance. Despite offering small, partial refunds for inconvenience, they never actually process these amounts. No money is actually taken off. It's all for show. Please note, Nectar's return policy dictates that the frame + headboard must be returned within 50 days of delivery. I have no doubt that they are waiting to process our request until after the 50 days has expired so that they can deny us. We understand that there are shipping and logistics issues effecting mattress manufacturers around the country due to the rerouting of supplies to ramp up production of PPE in the fight against COVID-19. That does not excuse the blatant lack of communication, inability to process simple requests, and flat out use of customer's money as a no interest loan. It is unacceptable, and we do not want to do any business with this company. We are happy to return Nectar's "free gifts" as well (the $399 value of these products can be easily disputed.) They are unused, and were only opened to inspect tags (other complaints against Nectar allege them using knockoff brands for their free gifts. Ours were, in fact, branded "Resident", Nectar's parent company.)

I emailed Nectar 2 weeks ago requesting my order placed in May be cancelled and $1300 refunded. They have not completed this after several requests. I ordered a mattress and foundation from Nectar (***) on 5/31 in the amount of ***. Payment processed from my credit card on 5/31. I emailed Nectar on 7/22 requesting my order be cancelled because I could not wait any longer. Below are portions of our email exchanges (most recent to oldest). Not enough room for everything. I'm getting a complete runaround. Please help. Sat, Aug 1, 2020 We are waiting on the warehouse to confirm that the mattress shipment has been canceled . I see that the foundation shipping label has been created and is waiting on a final scan from FedEx to be reflected as in transit. Once FedEx scans this into their system, the delivery date will update and become valid! At this time you will also receive a separate shipping confirmation from Nectar. We look forward to you receiving your order! Please reach out with any additional questions or *** Sat, Aug 1, 2020 wrote: Please explain to me in detail your barrier for cancelling my order and refunding my money? Also Fedex did not attempt to deliver the foundation today as you stated in an earlier email. This is starting to feel like a scam. Fri, Jul 31, 2020

Purchased product (bed frame) never shipped after 1.5 months, customer service unresponsive & non-existent, now Nectar won't cancel/refund my order On May 16th I ordered a Nectar Queen Mattress and Adjustable Bed Frame during their Memorial Day sale: (Order #: ***). It was advertised that we get $399 worth of free products for purchasing the deal (mattress cover, pillows & sheets) and that the mattress was $200 off. I ended up finding out after purchasing that these "free gifts" were not worth $399, and that there was actually no sale because Nectar mattresses have never actually been sold for more money than what I purchased it for, so there was never actually a sale & this wasn't a deal. That is super unethical, and I am upset that I was scammed, but that is not the reason for this complaint. I placed the order on May 16th. I got an email on May 20th that said part of my order had been shipped- the bed frame. Though, when I looked at FedEx tracking (tracking number: ***) to check the delivery date, it said, "the delivery date was pending and would be updated when FedEx received the package" which means that even though the label was created, the package was never actually given to the carrier to ship. It must have still been in the warehouse. I figured that Nectar must be delayed, so I waited a few days. In that time, all of the other products shipped and arrived (the mattress, pillows, mattress cover & sheets). FedEx was still showing that they were waiting for Nectar to give them the box, so I decided to reach out. I waited in the chat box on their website (www.nectarsleep.com) for a few hours before I got to message with a representative. I spoke to *** H. He told me that they were extremely backed up and to wait a week. I reached out via email on May 27th expressing my concern about the bed frame never being given to FedEx. I got a response on June 4th. We went back and forth for over a month. *** kept saying that it was a FedEx error, when it was not, it was Nectars error, because they never even gave FedEx the product to ship! They were lying and trying to blame FedEx instead of looking into the issue. *** H. stopped writing me back... I had asked to be escalated to a manager at that point. He has not responded to that email chain since June 17th. I kept getting told... we don't have a date range, but it'll come. Since then I had tried to reach out via social media. Facebook, Instagram, messages on ads, private messages- and I've gotten no responses. I learned then that the company was DELETING NEGATIVE REVIEWS AND COMMENTS to make it look like everyone was happy with their product... when in reality, thousands of people were upset and in the same situation that I was in. I reached out via email again on June 27th, still have not received a response. I have tried calling 5 times. The phone lines were disconnected for a while. It seems now they are turned back on, but I was on hold for 2.5 hours then was hung up on before getting through. I can not get in touch with customer service. I waited for over three hours today (7/2) to talk to someone in the chat box on their website, this time I requested a refund. The rep I spoke to (I did not get her name) told me that she put through "the request for a refund" but could not process the refund herself and that someone would reach out to me via email to let me know IF I was able to get a refund. I asked how long it takes to get a confirmation email and a refund and she told me... "I can't give you a time frame." So. Basically: 1. I ordered a product (that was part of a scam, it seems) 2. Product was falsely shown that it was shipped, when it was not. 3. Nectar lied and said that it was FedEx's fault, when it is not. 4. Customer service dropped off the face of the earth & I can't get anyone to help or even LOOK INTO why it hasn't been shipped 5. Requested a refund, but was told "maybe" I am at a loss for words & don't know what to do. This feels like theft & is incredibly unethical. Meanwhile Nectar posts "sales" and false ads every single weekend.

No 365-day free return after only 3 months. Gave gifts that could not be opted out /are way overvalued--& deducts overvalued amount from refund. We ordered 2 twin XL mattresses from Nectar on Apr 10, '20, which were advertised as a 365-Night Home Trial so you can try Nectar risk-free for a full year and with Free Shipping & Returns: "Return for an entire year as easily as sending an email." Order *** by Visa. At that time, Nectar was offering free gifts, which I did not see anywhere to opt out of when ordering, so I did not open anything from its original packaging until I was sure I was going to keep the mattresses. On Jun 3, '20, I contacted Nectar to request a return of the mattresses as I was sleeping too hot which in turn made me restless during the night. I was told by ***. that I qualified for a return but then never heard back about getting them picked up. On Jun 8, 20, I contacted Nectar again to see when the pickup would be and on Jun 10, '20, I was told by Ana C. that Nectar did not have a means to pick up in my area (even though I live in the 5th largest metropolitan area in the US) and I would have to find a way to donate the mattresses and send them confirmation of donation. I replied that was not possible as charities were not allowed to take mattresses, and I even checked in nearby Virginia. They gave me several other options to dispose of the mattresses, which were also unavailable (bulk trash pickup has been discontinued in our area due to virus manning issues and in the month since I have not been able to find a way to dispose of these mattresses). I was also informed I would have any refund be deducted by the amount of the free gifts. But when I protested, their representative *** said they would accept the free gifts back without affecting my refund if I sent pictures showing they hadn't been opened--and a picture of the tracking label off the shipping box, which I no longer have as it had been 2 months since receipt. This made it impossible to return these items--just because I no longer had the box they shipped in--which is unreasonable. My complaint: Risk-free returns does not mean I have to find a way to dispose of the mattresses and provide satisfactory proof of disposal. I no longer even have confidence that if I was able to dispose of the mattresses, that Nectar would accept any proof. The free items include 2 pillows Nectar valued at $99 each--which I accept I will have to pay for as they came wrapped inside the mattress box and therefore are not in any kind of original packaging. The 2 sheets and 2 mattress protectors, valued each at $150 (total $600 of the $1206.28 charge!), are in original packaging (pictures attached) and should be accepted for return and not charged to me against any refund. The 2 mattress protectors Nectar valued at $150 each can be found at Walmart for $30.79 (picture attached). The 2 sheets Nectar valued at $150 are no-name and just come plain in a plastic wrapper and are also not of the quality to be worth $150. I feel this "free gifts" issue was a trick by Nectar to force people to have to keep the mattresses by sending them inexpensive items that Nectar valued way above actual cost and making that overvalued amount a deduction against any refund. Even if I could find a way to dispose of the mattresses and Nectar accepted some kind of proof of disposal, my refund would only be $408.28 from a *** purchase. Request Complaintsboard.com assistance in having Nectar comply with its advertising that my mattress purchase was risk-free with free returns (not my having to find a way to dispose of them) and also to not have the $600 in free items I never even wanted--nor opened--be returned and not charged against the mattress return. Specifically, request free pick up of mattresses and return of unopened mattress protectors and sheets and only have refund deducted by the valued amount of the 2 pillows that did

Purchased a king size mattress and slept on it for one night. Contacted Nectar about returning and were informed that we would lose $400 of our refund My name is *** and my wife is ***. We are not rich folks. In fact, we are quite the contrary. We live paycheck to paycheck, and my wife is disabled and on disability, so we live on a very tight budget. I was forced to stop working and to go on unemployment due to the Covid-19 risk within my profession, so our budget has been even tighter. Earlier this month, we decided to spend a little bit of the money that we have been able to save to buy a new mattress. My wife had been sleeping on the couch for almost a year, because the mattress that we had was so horrible for her back. She has Degenerative Disc disease and Sciatica. We tried our best to do our due diligence and research mattresses as best we could. From our research, it seemed that the Nectar mattress was going to be our best option for our money. With a 365 night trial period, and a lifetime warranty, we felt really good about our purchase. We would finally be able to sleep in the same bed together again. We were so excited. Our troubles began immediately after ordering our Nectar mattress when we almost immediately received an email stating that our delivery would be delayed by a couple of weeks. Like I stated, we are not rich people, so an almost $*** purchase is a big deal to us, then to be told immediately that it would take a couple weeks extra for delivery was pretty aggravating to say the least, but we understood. We understand that the pandemic has a lot of things moving at a snails pace right now. I wish that would have been the end of our issues, but unfortunately it wasn't. We were also given some "free gifts" with our purchase of the mattress. 2 pillows, a sheet set, and a mattress pad, with a retail value totaling $399, but none of which did we need because we have all of those things, but hey, they were free gifts. When we finally received our mattress, I got it unboxed and let it rise as instructed. We had yet to receive the mattress cover or the sheets at that point, so we still couldn't sleep on the mattress because we wanted it to be protected from any type of accident that may occur. We had our own mattress pad, but we figured we would wait for the Nectar one since it retails for $150 and MUST be super protective for that kind of price. The mattress cover finally arrived days later, (still no sheets), but we were excited nonetheless. We would finally be able to go to bed together that night. We went to bed and all seemed well, but about 5 hours into the night, my wife got up in EXTREME pain and could barely move. She had to move back to the couch to finish her sleep. The next morning we were so extremely disappointed. We wanted the Nectar to be the answer to our prayers, but it just wasn't. We both found comfort in knowing that we had the 365 night trial and would be able to get our money back for the mattress. We contacted Nectar customer service literally the day after our first attempt at sleeping on the mattress. We were told that we had to try the mattress for 30 nights to be able to get a refund. My wife responded to them letting them know that we would not be trying the mattress out for the 30 days because she could barely walk after laying on it for merely 5 hours. Nectar responded and said that we could go ahead and return the mattress for a refund. After about a week of back and forth and jumping through hoops, Nectar informed us that they had arranged to have our mattresses picked up by a local person that would be donating the mattress. We were fine with this. We then received an email stating that we would be given our refund, but it would be minus the cost of the "free gifts". This is what made my blood boil. First of all, we didn't "request" these "free gifts", they were arbitrarily given to us because we were purchasing the mattress. Second, they were to be "FREE GIFTS". What company gives you free "gifts" and then wants to be paid for them when someone initiated a return?

ttress has been delayed for weeks and minimal communication was given about it's arrival. I feel I do not matter as a customer. I purchased a mattress from Nectar Sleep on April 14th and at the time received an email confirming the expected time for shipping as well as any delays I may encounter. It stated that my order would be expected to ship within 1-2 business days and that due to high demand the free accessory items may take an additional 2-3 business days to ship. The next day I waited 5-10 minutes for the chat service on the Nectar site to connect me with *** (customer service representative) as my old mattress was returned and I now did not have a mattress for myself and my fiance until the Nectar mattress arrived. *** informed me on April 15th that the mattress was currently waiting for the carrier to take the package from the Warehouse and that it would take two additional business days to ship out. I stated that was fine and I appreciated him giving me that detail. This being said-I was under the impression that the bed ships out on April 17th and then arrives somewhere between April 22nd and April 24th. I then see on April 16th that an item is on the way, but it was the sheet set (an accessory) in transit-still no mattress. On April 20th, I still have no update on the whereabouts of my mattress, so I reach out a second time via chat and phone to speak with someone regarding the latest on the shipping details. I came into contact with ***. She stated she was sorry for the delay and that she would work to get me this information and that the warehouse was experiencing delays. I stated that I was upset that it took me reaching out to Nectar 3 times in order to get the delay information and this should be automatically communicated if it affected the expectation of shipping. I also had her submit an escalation request on my behalf to get someone from the management team to assist me in getting my order shipped as soon as possible since it has now been 4 business days since I ordered and this was expected to ship after 2 business days. *** reached out to me on the evening of April 20th to state that my items would be arriving "soon". I responded stating that I did not think "soon" would be a satisfactory response after already waiting 4 business days for my mattress to simply ship out for delivery. I followed up on April 22nd and April 23rd to get some sort of detail on my mattress. I never received a response to either of these emails and still no update on the mattress delivery. Prior to this, on April 18th I reached out to the Nectar Sleep Twitter Page direct messages to hopefully get some updates. They responded on April 20th stated slight delays in the warehouse and I then asked for any additional updates. They responded on April 22nd stating that the item is still waiting to ship from the warehouse and had a tracking #. They stated that they would personally try to reach out to the order processing team the next morning and help get this resolved and that it should be shipped out by the end of the week and likely to us by April 28th. At this point we are reaching about 6 business days from purchase to ship. An email was finally sent out on 4/25 stating that there were delays and I received a response on 4/25 from Twitter stating that now it would ship out in the beginning of the following week, which would now be 8-9 business days to ship. Keep in mind that even currently, the Nectar website still states that items would be shipped out in 2-5 business days, which is false advertising based on my experience. *** mattress finally shipped out on *** 4/27 which is 9 business days from when I purchased the mattress. I was offered a $35 credit for my trouble via the Nectar Sleep Twitter account and upon some thought I found this is insulting as I paid $800 for the mattress. This would be less than 5% refund. I want something done about this because the lack of communication I received through this process has been extremely inconvenient and borderline infuriating and makes me feel like I do not matter as a customer.

Purchased mattress in December and needed to replace it recently. Current product is entirely different and of much lower quality. I bought my first Nectar Queen mattress on 11/12 Order***, at a cost of $670 (cc pay). Due to a mold problem in our home this year, we disposed of the 2017 mattress, and my partner *** ordered a new one from Nectar, expecting the same high quality product. The 2/17 *** Queen size Nectar at a cost of $799 and a mattress protector for $89 *** is an entirely different mattress. The mattress is hard and the edges push down, making it smaller. *** and I regularly fall off the bed, and this was not an issue before (also neither of us are large people). I suffer from insomnia and arthritis, and relied on this bed as part of my pain and mental health management. I now cannot sleep and have increased physical pain. Nectar became a part of Resident on 5/21. I contacted customer service on 3/24. *** from Resident Home's "Customer Success Team" replied on 3/28: "We've found that a plush topper has solved this issue for many customers and we'd love to offer you a 2" gel memory foam mattress topper at no charge to see if this can help. If you're interested in trying this option instead of returning, let us know and we'll send one out to you." On 3/29, I replied and said yes, we would like to try the topper. Customer Success replied on 3/31 and sent *** (topper). After receiving it in the mail a few days later, we tried this. The topper is larger than the bed, is made of low quality material, and did not resolve the issue. On 4/9 at 3:27am EST, I sent messages to Nectar Mattress' founders: *** on LinkedIn. On 4/9 at 3:25pm, I received an email from *** of Resident Home, who said she is on the leadership team at Nectar. *** said the company updated the design based on customer feedback; although upon my research, 2017 reviews seem mostly very positive, consistent with my experience in 2017. *** suggested I try a newer, higher end mattress offered by Nectar called the "Nectar Lush" and said "we can get a great deal for you, with the same sleep trial, of course". On 4/9, I asked if this was more similar to the 2017 version. Her response on 4/10 was : the Nectar Lush is a little taller than the current Nectar, measuring 12" high rather than 11" high so it feels a little plusher than the Nectar. The layers are slightly different, with a cooling cover, gel-coated memory foam, a high density memory foam, and a supportive base foam. I have one myself and I've never slept better!" On 4/10, I detailed my full experience to ***, and asked for a "Nectar Lush" King sized mattress, at no additional cost, due to our experience. I received no response from ***. I received an email from *** of Resident's Customer Success team. She denied my request, and stated that they would issue a $150 discount on the "Nectar Lush" queen size mattress. Nectar is currently selling a "Nectar" queen sized mattress for $799 and a "Nectar Lush" for ***. If I am correct in my understanding, the product purchased in 11 is now selling under a different name "Nectar Lush" for an additional $729- more than twice the cost of my original purchase in 2017. This seems unethical. Their website includes ALL reviews for the Nectar mattress, which is misrepresentation, as the reviews in prior years are for an entirely different, much higher quality mattress. Resident is selling a VERY different, low quality product at a higher price under the same brand name. I submitted a one star review on 4/12. It was not published on their website, although a five star review from the same day was posted. I received an email on 4/12, stating that Nectar commented on my review: "We are sorry you feel that way. I do show that several advisors have been in contact with you to attempt to resolve your issue, however you have declined our offers". This is inaccurate. We tried the topper. T

Horrible Customer Service. (Please read before you buy) 1. Why make a customer wait 30 day to throw out a mattress that Nectar never had any intention I bought Queen mattress on 7/30 Order Number N-XXXXXXXX and it was delivered on 8/06. I bought a Queen size mattress and received it on August 6. After sleeping on the mattress for about 3 weeks my lower back was killing me. I called the customer service line (8/24) and requested a return and refund. Please keep in mind that Nectar has a *** nights sleep trial, which highlands free shipping and free returns. I was told that I would have to keep the mattress for 30 days and after the 30 days I could return it. The customer Service representative told me that the trial would end on 9/5 and after the trial they would be a happy to process my refund. She said, was emailing instruction for my return and to follow the instruction. I had to take picture of the mattress and of the two tags on the bottom of the mattress. I took the picture and went a head provide the requested information that night 8/24 so that on 9/5 the process would be easy. I resent the email from 8/24 on 09/05 with the same pictures and was told that I could not return the mattress until 9/6 because the is when my 30 day trial end. So I was up at 12:30 am 9/6 re-sending the email from the night (9/5) before to get this mattress return to Nectar and get it out of my formal dinning room. First, they offered me a 2' gel topper, I declined and requested my refunded because the mattress is not firm enough for my back. Next, they offer me a mattress with their sister company, but at this point, I am over nectar and want to end this relationship. I declined the offer of new mattress with their sister company. So here is where Nectar breaks it promise of free shipping and free returns. They told me that don't do free returns because they don't sell refurbished mattresses. Then, I received this email making it my responsibility to find a non-profit for the mattress and then they would issue my refund. Nectar's email: "Thanks for your patience as we process your request! At this time, I am unable to locate a charity to assist with the pick up of your Nectar Mattress. To complete your return we suggest the best option is to dispose of the item locally. We would love to help you to continue your return as quickly as possible, and in order to move forward with your return, we recommend recycling your mattress through a local provider. We do have some sources and suggestions to help you find some mattress recyclers near you, and I've provided some links below: - Mattress Recycling Council - This site can provide some insight into states with mandatory Mattress Recycling measures in places, such as California, Connecticut, and Rhode Island. - Bye Bye Mattress - Find recycling centers near you in any state. - Earth911 - You can search Earth911 for a wide variety of sustainable recycling centers - search specifically for Mattresses near your zip code to find sites that will take your Nectar Mattress. Many programs require that any mattress must be eligible and comply with local sanitation laws. Please be aware that any wet or heavily damaged items may not be accepted. If you cannot find a recycling center in your area, you may also dispose of your mattress using your home garbage pick up. Most waste management companies only require a phone call letting them know a large furniture item will be outside, and they can pick up for free. Prior to recycling or disposal, please remove the two manufacturing tags from the mattress per the legal disclosure below. Once disposal is complete, please submit the following in order to process your refund: - Photos of both (2) white manufacturing tags REMOVED. Both tags are sewn on top of one another and are located near the bottom of your mattress. If they are stuck together, please separate them. We are looking for the information contained on the tags, so we do request clear, legible photos. You can see an example of the tag photos below. - Photos of your Nectar Mattress at the local dis

Adjustable base order has not been fulfilled after two months. Customer service associates give misleading or contradicting information when consulted I placed my order during the July 4 weekend sale, the same sale that they are now giving for Labor Day, which is touted as the "biggest offer ever." Order was placed on June 21. Order number ***. On June 29 I received an email stating that some items in the order have been been delayed 7-14 business days. I eventually received the mattress and the free gifts, and while this complaint is not about the quality or overstated value of those, that does seem suspect. The email letting me know about the delay is the only email I've received from Nectar without reaching out myself. The order update page states that the ship by date for the adjustable frame was supposed to be July 19. At the time of writing this I have been in contact with customer service via email twice and via chat 7 times. I've been told there was a massive backlog, understandable given the circumstances surrounding the pandemic and disruptions to supply chains everywhere. However, I've also been told that orders were being fulfilled first in, first out and also that by now, the backlog had been caught up. Now I also checked and lead times on the website state 14-21 days. The chat associate for new orders confirmed that. Today, I was also told that those placing orders today are getting their orders asap. I asked if that means someone placing an order today could receive it before I receive mine, and they said yes, and that it's really up to the warehouse. They talked about a queue but couldn't give me any other info about the mysterious queue. When I first reached out, I asked about canceling and was told that the request has to go to the warehouse and in 7-10 business days I would know whether or not the cancellation was approved or would receive tracking information. I opted not to cancel and said I would wait. I've checked in multiple times to find out the status of my order and every time it's just people telling me, "Sorry for the delay. Thanks for your patience". But no one can offer any concrete information. Last week I reached out again and said I would like to cancel. The person said ok, it will be 3-5 days and in 3-5 days you'll receive updated shipping information or approval of the cancellation. I reached out this week to check on it and was told the cancellation request was never put through. The person asked if I would consider waiting just a bit longer and I said sure. By this time I have received some credits (I financed with Affirm), but the more and more I read about Nectar, I just decided I didn't want to risk receiving a product that I may just have to return anyway. Today I asked to cancel. Nectar associates are unable to give me any concrete information and are not able to confirm that the cancellation request is completed and only that decisions are all at the mercy of some people at the warehouse. So I have no idea if it's actually being done. And this time, they weren't able to give me any sort of time frame for that decision. So I'm left thinking that I could be on the hook for weeks or months longer, who knows, and during that time I would still need to make the Affirm payments for a mattress I can't use and a frame I don't have. I get that the pandemic has really turned things upside down for everyone and everywhere, but my issues seem to be in line with so many others and some of those seem to be prior to the pandemic. The increasingly frustrating interactions with a company that you can tell doesn't value the customer just makes me want nothing to do with it any longer. I'm hoping I'll be able to test out the mattress at some point and am crossing my fingers that it works for me, because it sounds like if I want to return it within the 365 night trial period I am in for another wildly frustrating ride of misinformation, contradictions, and inaction. Note to self-if you think you've spent enough time and done your due diligence, spend a little more. I wouldn't have ordered otherwise. Shame on me for not delving deeper.

Placed 2 orders w/ Nectar DBA Resident at Home. Both arrived so late. Finally received queen-sized adjustable base & badly damaged/different from site Ordered on 9/8. Frame arrived on 9/29. Mattress did not arrive until 10/1. E-mail I sent to Nectar: *** Nectar Sleep: *** I expect a resolution today. No shipping labels created just to make it seem like an item is being sent out. No telling me that your warehouse is working on it. No telling me to have the bed repaired and you'll cover the cost. It is thin particle board; no wonder it arrived in defective condition. The adjustable base does not even match the the item's page on your site, as of when I purchased it back on September 8, and as even as of right now. Your page showed & shows what looks like a sturdy, grey base with the USB chargers reinforced with covers (sort of like outlet covers), whereas I received a defective, utterly defective, flimsy, black base with completely different USB chargers (one side dangling right outside frame). I am livid. Your company is a disaster, and should be subject to penalties.

Attempted a return 7 times in 7 months under the company's "100% Risk-Free 365-Night Trail" free returns "for any reason". Have not received a refund. Purchase date: 9/23 Order#: XXXXXXX Item: Queen-sized Nectar Mattress Payment method: Credit card Payment amount: *** First return attempt: 1/26 Most recent return attempt: 8/20 Nectar mattresses have a *** Trail" with free returns "if you are not completely satisfied" "for any reason". On 9/23 I ordered a mattress. I did not find it comfortable. On Jan 26, I emailed to initiate the return, asking for instructions as to how to proceed. On Feb 4, I received a reply offering to replace the mattress. I replied on Feb 4 that I wanted to return the mattress. I received no reply. On Feb 19, I sent another email that I wanted to return the mattress and requested instructions for how to proceed. On March 9, I received a response that returns were possible, but without instructions for how to proceed. Before I could again request instructions, COVID-19 spiked in my region. I paused my return attempts to reduce exposure for myself, my household, and those who would have to collect the mattress. In August it became clear that COVID-19 in my region would not be resolved before my trial period ended, so I attempted my return again. Given that email communication failed in the past, I tried calling. On August 17, I called and spoke with a representative who repeatedly asked me why I wanted to return the mattress and offered me other products instead of a return. Eventually, the representative told me I would need to provide photos of the mattress and the tags on the mattress. This requirement was not mentioned in any of the previous email communications, nor was it listed on the company website. As a result of COVID-19, I am not currently at my residence with the mattress, nor am I able to get there, nor is anyone else able to take the photos for me. I was told me they could not help me. I called back on August 17 to speak with a manager. I spoke with a representative and had to explain the situation again, answer the same questions, and was told that they could not help me. I was told that a manager would call me back that day or the next day (8/17 or 8/18). I never received a call. I called again on August 19 and spoke with a representative. I explained the situation and answered the same questions. The representative offered me *** to keep the mattress. I declined. I was told there was nothing they could do. I again requested for a manager to call me back. I never received a call. I received an email from a manager who asked me the same questions again. I responded within one hour, explaining the above situation. I asked for a full refund of my mattress to be initiated. I received no reply. I emailed the manager again on August 20, requesting that they acknowledge the receipt of my email and provide confirmation that my return was being processed. Due to the past delayed email responses, I was concerned they would delay past my trial period. Therefore, I asked that the manager contact me by the end of the business day. No reply. I would like a full refund for my mattress. I have now been informed that the company normally asks for photos of the mattress before initiating the return, then arranges donation of the mattress, and then asks for photos of the donation or receipt. However, (1) none of this information was provided to me in my first 3 requests to return the mattress and was only told to me once I was unable to provide it, (2) none of these instructions are available on the Nectar website, and (3) given past delays I am concerned that Nectar would delay these steps until after my trial period is over. I am requesting a full refund be processed now. The Nectar website states, "Return for an entire year as easily as sending an email", and "If You Decide It's Not Right For Any Reason... Returning It Is As Easy As An Email." Additionally, the representative who emailed me on Feb 4, said, "Please reply to email and I will do everything". I replied and never received help.

We have 2 issues, we are due a price adjustment plus we have no idea when we will receive our products. There is no communication from the business! On April 23rd, after much research and reading all the positive reviews, we ordered a queen sized Nectar bed and a queen sized Nectar adjustable frame online. The order comes with 3 free gifts which comprise of a luxury bed sheet, a mattress protector and 2 pillows. Our order# is ***. We had an offer of *** before tax through their website and it sounded like a great deal plus it was promised to be shipped within 1 to 2 business days. Upon purchasing the package, we realized the amount jumped up to $1498 before tax so we tried calling the company immediately after the purchase. We were on hold for at least an hour and since it was late we needed to hang up and go to bed. I tried calling the next day and was on hold for over 90 minutes when my call was dropped. After numerous tries, spending countless hours on the phone on hold, while trying to get a hold of someone on the "CHAT" option on their website at the same time(BTW you start at number 300 plus in queue and somehow that number fluctuates up and down and your turn never comes up)until finally getting in contact with *** a few days later. I explained to *** our situation and sent him ***a copy of the offer of *** since it was late and his supervisor was not in. He promised he would discuss with supervisor and get back to us the following day. He also told us that our order was packed up and ready to be shipped the following day. They were just waiting for FEDEX to pick it up. That was the last time we ever heard from anyone. No emails, no call back, nothing. We called back again daily, went through the same issues of trying to reach someone and finally after maybe 2 hours on the latest call, reached another rep. Not sure of her name but after explaining everything to her she said "*** said what? I will need to listen to your recorded conversation". I felt she was insinuating I was lying. After being put on hold, she got back on the line and told me that yes indeed he did say that, but only the bed was ready to ship and the frame was coming out of Kentucky and the other stuff was coming from somewhere else. She said we should receive everything by the end of the week by 5/1. She told me due to all the orders they were extremely behind. The website still said all items would be shipped within 1 to 2 business days at that time. I asked her about the price adjustment and she told me she could not handle that but she worked with "***" and she would make sure to tell him to get back to me ASAP. She also told me the special price is only for 24 hours. I told her that I was still getting emails a week later from *** with same price quote almost a week after purchase! Anyway by 5/1 I still did not receive any updates, tracking numbers, emails, phone calls...anything! So I tried calling again and then the customer service line had a message stating that there is no longer any phone support that we would have to email or use the chat system. I already used the email route a few times only to be ignored, so I tried chat again. This time I was on hold for over 2 hours again until finally reaching *** who after giving only scripted answers, ended the chat on me. I tried chat again, waited hours again, told my story, was promised they would have *** contact me and again getting no contact at all. But miraculously our FREE bedsheets were delivered the next day. After more agonizing wait time, I finally reached a "Hector R" who said he would answer my email, which he did but only answered what he wanted to, which gave me no information. I asked for update on our price adjustment and he skipped that question and he sent a copy of my order which had a tracking number for 1 item which was printed out on April 24th but never shipped(see attached). I already donated my old bed frame and mattress to someone who needed it and I am sleeping on the floor! I need my order! My next step is the media!

My husband and I purchased a Nectar mattress and sleep bundle on November 28th. The bundle included a mattress, two king size pillows, sheets and pillow cases. When we made the purchase online, it had us select from two options for the firmness of the pillows. We chose the less firm pillow. We waited a couple weeks and got the pillows, sheets and pillow cases. We didn't even open them because we still didn't have the mattress. I reached out on the 12th and 15th to their support, just to find out what was going on. It is fine if they were backordered or running behind, but absolutely no update had been made to the order status and no communication was provided. Each time, the representative said, "The items are waiting to be scanned in the warehouse." But, would not provide us any details on the status of the order. Finally, on December 20th, our items arrived out of the blue. Keep in mind, the shipping promise was far less than that, but we were understanding because the holiday and strange year, we would have just preferred some updates along the way. We took our mattress out and our pillows and noticed immediately the wrong pillows had been shipped. I figured it was an innocent mistake. I contacted the customer service chat team and explained the wrong pillows had come. They tried to tell me that "they didn't promise what brand" came, so those were correct. They were "resident" branded pillows. I really didn't care what brand they were, I just cared that I could use them and the pillows they sent were the firmness of a paddle board. I explained we had selected the less firm option, but were sent the firmest option. They denied there being an option and said that wasn't their "current promotion." I explained I had purchased on the 28th of November and there was a selection between two pillows with different firmness. After going around and around, they stated they were "out" of the pillow we had selected. They provided a picture of an alternative pillow called "The nectar pillow." They stated they didn't have king size, but could send these in standard size as replacement. I wasn't really pleased, because I had ordered king pillows, but I was exhausted and agreed these would be an okay replacement. I got an email stating the name and brand of the pillow (The Nector pillow) and it included a picture. Again we waited for weeks and on 1/4 the replacement pillows showed up. Again, the pillows were not at all what they had promised. They were not even the same brand. I have pictures demonstrating the pillow we were promised as replacement and the pillows we received. I could not believe it. I again reached out to the chat support team. They stated that they were "phasing out this pillow, but still selling it online," they stated "they didn't include this pillow in the sleep bundle" and several other excuses. I told them that when I contacted support the first time we got the wrong pillows, they had promised this specific pillow as replacement. At no point were we notified the pillow was changing and in fact, the conformation of delivery still showed "The nectar pillow." We received another resident pillow, that again was not what we had ordered. They even confirmed the previous chat conversation, admitted the rep had promised the nectar pillow and just refused to give us that one because "it is only for sale, not for the sleep bundle." It really didn't matter at that point because the representative had promised that specific pillow, using pictures, to use as a replacement. We had already compromised by not getting a king pillow like we had ordered and now we were lied to again. The second representative offered a refund, and I declined because I just wanted the pillows that we ordered. They claimed that they were "free pillows" but the entire bundle was what we made our decision to use their company for, so we made the purchase understanding everything that was included. The entire situation has been them falsely advertising, lying and cheating us as customers out of what we were promised and what we paid for. The second representative just stated that they put a $50 credit to our card (which I did not okay at all) and that was that. I cannot understand why on earth this company would, more than once provide false promises of products and then, without notification, send completely different and less quality products thinking the customer just wouldn't notice. Product_Or_Service: Mattress and pillow bundle Order_Number: