Report: #827621

Complaint Review: Bedinabox.com - Internet

  • Submitted:
  • Updated:
  • Reported By: Gabby — Boston Massachusetts United States of America
  • Bedinabox.com Internet United States of America

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I bought a mattress from this company.  It is not very good quality at all.  I will explain why in more detail below, but first I want to explain how I was *scammed* into buying this mattress.  There has been a massive campaign of false advertising for BedInABox on Epinions.  I registered an account here in order to point out this fact.  Other reviewers also tried to expose them, and I wish I had given those reviews more weight before purchasing from this company.  

I was a little suspicious that there were so many gushing reviews, all quite similar to each other (exclamation points galore, unusually well written, very specific product names and descriptions, etc.).  I should have been more suspicious, and checked into it more closely.  Now that I have been conned, I looked back at the reviewers more closely, to see if they were real or fake.  I'm now convinced that almost all of these positive reviews were written by the company, or by someone that they hired to write positive feedback.  In looking at the reviewer pages, almost all of them have exactly one review on Epinions -- a glowing endorsement for this product.  Almost all of those accounts have since been abandoned (with the message "Note: This account is no longer active.").  Most of the accounts had only one or two visits in total.  Hit and run.  To be more exact, 123 of the 129 profiles I examined were 1-time reviewers, who were never heard from again.  That's over 95% of the very positive reviews.  Almost all of those of those reviews were in a two month span from Aug 2008 to Oct 2008 (probably a blitz campaign by the company).  Don't just take my word for it -- please check this for yourself!

The Epinions slogan is "Unbiased reviews by real people".  Well, in this case, not so much.

Now, about the mattress itself.
This is actually not the first time I've had a bed delivered in the mail.  About 10 years ago I bought a 3" memory foam pad from Bergad (aka Isoform).  I threw it on top of my stiff futon mattress, and have enjoyed very good sleep on it ever since.  (No, I am not a shill for that competing company, I'm just a satisfied customer, and believe that they are a much more honest company).

The biggest problem with the BedInABox mattress is that it is not really memory foam at all.  It is some sort of cheaper, stiffer particle foam.  It does not sink in to conform closely to your body, and thus it does not relieve the pressure points, such as your hips and shoulders.  That's the reason memory foam is so much better than inner spring mattresses.

The bamboo covering only made the situation worse.  It is a tough stretchy covering that further prevents any form-fitting properties.  I bought that expensive cover because I was finding my old memory foam pad to be getting rather hot at night.  Unfortunately, the new mattress was no better in that respect (contrary to their advertising).  To be fair, the BedInABox foam is better than the old-fashioned spring mattresses, and some people will be pleased with it because of that, but it isn't nearly as good as real memory foam (like Tempurpedic, or the much less expensive alternatives).  I tried many different configurations, but nothing provided a satisfactory night's sleep on the new mattress.  We are now using two 1" memory foam pads on top of the crappy foam mattress (without the bamboo cover), just to make it passable.  My wife finds that to be okay, but I still think it is substandard, and I usually move to the old bed in the guest room in order to get some restful sleep.  (How miserable is it that I can't even sleep next to my wife any more!)
I also had a number of issues in dealing with their supposedly great customer service.  I won't go into all the boring details, but suffice it to say that that isn't real either.  Dishonesty, Inc.
I spent $450 to have the mattress shipped to Canada.  Returning it (or donating it to charity) will incur a large loss, so I'm buggered.

I got taken, but you don't have to be.  That's why I'm spending the time to write this review.
Don't buy any wooden nickels, or any wooden mattresses.

This report was posted on Ripoff Report on 01/24/2012 07:57 AM and is a permanent record located here: https://www.ripoffreport.com/reports/bedinaboxcom/internet/bedinaboxcom-bed-in-a-box-not-very-good-many-fake-reviews-please-read-internet-827621. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#6 Consumer Comment

Stand behind their warranty

AUTHOR: Aikane78759 - (USA)

POSTED: Friday, May 27, 2016

I just wanted to say they stand behind their warranty!  This has been the best mattress we ever had until a few months ago when I started having back problems again.  I contacted the company because I suspected it was the mattress.  They were very nice and responsive.  They sent me instructions on how to check for sagging.  I sent them pictures back and within a week had a new mattress delivered free of charge!  I really did not think it would be that easy because the mattress did not look that bad in the pictures, but they replaced it.  I am not sure you could get that warranty from another retailer.  

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#5 Consumer Comment

Great Customer Service I received

AUTHOR: Sandra - (USA)

POSTED: Saturday, November 28, 2015

I don't usually sign up on these kind of websites but this popped up when I was trying to pull up Bedinthebox website to look at bed frames.  I had such great customer service from this company that I felt I owed it the the company to post my experience.  I ordered a king size mattress almost 5 years ago and have never regretted it as  my husband and I both love the comfort of the mattress.  A few weeks ago, we noticed a lump under the sheets and found that the mattress pad looked like it had stretched out so the pad was bunching up.  I could have pulled on it and tried to tuck it under but I thought it would not hold.  I decided to call the company in hopes that they would replace the cover.  I was told to put the mattress on the floor, unzip the cover so the mattress was visible and to lay a yard stick across the area in question.  I laid a flashlight next to the yardstick to show that there was only a slight sliver of light visible under the yardstick.  I forwarded the picture to the company with a note saying "as you can tell from the photo, the mattress is ok and the problem is in the cover.  I received an email back stating they did not usually replace the covers but they were going to replace the mattress and the cover since they noticed an indentation in the mattress.  I received the new mattress in 2 days so you can see why I felt I had to respond to this complaint.  My sister was looking for a mattress so she purchased from Bed in the Box since I received such good service.  Bed In the Box is a wonderful company that truly takes care of their customers so I hope people will not let one bad review prevent them from experiencing a great nights sleep and good service. 

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#4 Consumer Comment

Happy Customer

AUTHOR: jim1969 - ()

POSTED: Friday, July 04, 2014

This guy must be one of those people you just can't make happy.  Although I understand some people's experiences  may be different, Bed In a Box was one of most customer friendly companies I have dealt with in a long time.  I don't usually write reviews because I don't think many companies today are worthy of defending or that go out of their way to be a customer friendly company that truly understands that their business is based on customer satisfaction and positive reviews from customers.

One year ago I went through all the headaches that many of you are experiencing now to find the best mattress.  I am 44 yrs old and was having back pain from a herniated disk.  My old mattress was making things worse so I spent many afternoons reading reviews on the internet from sites like sleeplikethedead.com and others.  I went to many mattress stores and was nervous about buying a mattress from a website unseen.  I considered a Tempurpedic but will all the positive reviews finally decided to go with Bed in a Box.  They were also much cheaper.  The lady I spoke with on the phone was very helpful and I decided to go with a Tranquility mattress thinking I needed a slightly firm mattress.  I also went with the adjustable base which is the best thing I have ever bought.  My mattress came in 2 days and the adjustable base took about 9 days since it comes from the manufacturer.  The bed was very easy to assemble and the smell wasn't as bad as many of the reviews made me think it would be.  Although it was a thousand percent better than my old bed, after about 2 months me and my wife decided it was a little too firm.  I called Bed In a Box expecting them to be dismissive since they had my money and not willing to help me resolve my problem.  They not only seemed concerned but agreed to help me get the mattress I needed.  I paid a small upgrade charge and they shipped me a silk elegance cover that zips over my existing tranquility mattress.  Within minutes I had the bed that was perfect for me and my wife. 

I finally had a back fusion to fix the herniated disk and the mattress and the adjustable base have been great for us.  It has now been 2 months after my surgery and me and my wife both agree that this was the best money we have ever spent.  We watch TV at night and love the adjustable base and the massage feature.  We found the perfect mattress for us and are sleeping better than ever.  We love our bed.

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#3 Consumer Comment

Not the same experience

AUTHOR: Ryan, NH - ()

POSTED: Friday, June 13, 2014

I am a recent customer of Bed In A Box. I decided to try them due to their stellar reputation and return policy, as well as overall price. Although my transaction and experience was not flawless, the problems were with the distributor of additional supplies and the shipping carrier.


One item I would like to refute on the original post is that the Bamboo bed is listed and described as "Firm" and even describes this as less form fitting. I purchased the original pac-bed 11in in King size. I opted for this mattress with the Outlast package that added further cooling capabilities on top of the gel memory foam.


My mattress arrived via Fedex within 3 days of ordering. I also ordered a platform bed from the website. The mattresses are the only item manufactured by Bed In A Box. Extra items, specifically the beds, are shipped from the distributor. This particular platform bed was shipped from China via UPS. Unfortunately, UPS lost track of the package in Customs and it took nearly two weeks to receive this item. On top of that, when we finally put the bed together, there was a small piece that was poorly extruded and did not work as intended; it took another 10 days to receive the replacement part.


The Bed In A Box customer service was exceptional and helped me every step of the way, even though the bulk of problems were with UPS and not Bed In A Box. I worked with the same CSR through the whole process and was even offered a small reimbursement for my troubles (offered not requested by me).


I am extremely happy with the mattress product and customer service that I received through this company, as well as the ideal pricing. The bed is extremely comfortable and perfectly form fitting as expected with the medium firmness rating of the pac-bed mattress. I would recommend this company to anyone and am surprised of the comment regarding return shipping, as Bed In A Box offers free return shipping, no restock fees and a 120 day return policy. The only stipulation is that you keep your bed for at least 60 days to fairly try out the product.

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#2 General Comment

Cancelled Order

AUTHOR: fetzer - ()

POSTED: Thursday, August 29, 2013

I ordered a matress from Bed n a Box yesterday.  I was going to surprise my wife, however my children told her that I had ordered a matress.  Well, she wanted to wait until some bills were paid.  She knows that we need a new matress and wants one. 

I called the company the day after I placed my order.  I asked to cancel and was told that they would cancel it.  Sarah was nice and even told me that I could get a 5% discount when I call back.  That is wonderful customer service.  This is the honest truth.  

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#1 General Comment

Hard to believe this is genuine, exact same review on epinions 6 months ago?

AUTHOR: RHoward68 - (United States of America)

POSTED: Wednesday, January 25, 2012
Ive been looking at buying a mattress from bedinabox after
a few friends recommended them to me, so I said I would check them out. In most
cases I look for positive comments then if Ill take a look at the negative
comments like this to see if there are common problems with a company. I
started my search about a week ago late at night when I should have been asleep
(thanks to the mattress Im trying to replace now). So the first thing I
noticed was a comment on Epinions from an author, who seemed to have some
legitimate issues.

That article gave me some pause, but I kept on searching
because overall the reviews there and on other sites, were all positive. Plus
my friends usually wont recommend something unless it really is worth looking
at. I also noticed there were comments in response to the review which made
some good points about the motivation behind the review. 

So, after reading those comments I decided to take that
review with a large grain of salt. I continued my research. Today I find this
website and I see this article along with another. The first article has
several posts from the company actively trying to resolve the problem.  So I started reading this review, and after
reading for a bit I start to realize that this complaint sounds like a review I
read somewhere else. I look through my history and I see this is nothing more
than a copy and pasted complaint from epinions. Now, Im forced to question the
reviewers motives.  Its curiously odd
that it was posted 6 months after the post on the other site.

Now Im curious, what has this company done to make you this
upset?  I understand holding a grudge,
especially when as a customer you feel wronged, but to post the exact same
thing on another site 6 months later seems excessive to me.  Have you made any attempts to contact the company
to get the matter resolved? 6 months have passed, are you still upset enough to
post here, yet you just copied your original post from the other site? That
does not make much sense to me.

I would love to hear from you since if you do have this type
of problem, I would like to know before I make my decision. Otherwise,  to me, it seems
like you are unfairly holding a grudge against this company or someone who is
just trying to sling mud.
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