Nest Big Kid’s Bed (BKB) Mattress Review Comments

Amy E

October 21, 2020 at 8:02 am

I don’t care about the quality of the mattress at this point, the absolutely terrible customer service at Nest should steer others away from this company. I’ve gotten better customer service for a $5 cup of coffee, let alone $500 for some mattress in a box.

I did a lot of research to find the right mattress for my child, which is why I ordered the BKB from Nest. I saw all the warning about delays due to COVID, which is fine. I place the order, and for days the status online says “awaiting production.” Well the COVID notice said production might take 7-10 days, so does that mean that it will be ANOTHER 7-10 days once the status changes? So I reach out with an email from their website with my order number. NO RESPONSE.

Days pass – we’re now on day 6 ordering, and the status still says “awaiting production” and I’ve gotten no response to help me understand what this means and when I may get the bed. Now we all have different circumstances; for me, my dog just tore his ACL/CCL and is having surgery soon. I now have greater urgency to start this transition and get my child into a bed so that I can focus on him at night post-surgery. I decide to cancel the BKB and buy locally.

I call the customer service line, since I still haven’t gotten a response from the email from the webpage. I sit on hold and finally get sent to a voicemail. I leave a number with my order details and that I want to cancel. Miraculously, within the hour, I get an email that my order is shipping with FedEx! We’ve gone from awaiting production to shipping in the time it took for them to listen to voicemail that I wanted to cancel. I send two response emails and call back. I again sit on hold and again have to leave a voice message. I’m furious at this point. I canceled my order after complete lack of response, now it’s shipping.

A short while later, I get a call back, to which the man tells me that I can’t cancel without incurring a hefty fee because the bed has now shipped. First, the bed (miraculously) shipped after I called to cancel, and second, the bed is still sitting in Phoenix – all they’ve done is print the label. FedEx doesn’t even have record of the package yet when I click on the tracking number. The man tells me that I was given the COVID delay policies and that they’re actually exceeding the production time, and made me verbally tell him that I saw and read the policy. Sure, I did. Does that mean I can’t change my mind due to changing circumstances? And does that mean that you can highroad me and quick try to ship me a bed so you can keep you sale? So he says he will call his guys and see if they can pull the package back since it hasn’t yet shipped. NO RESPONSE.

So I hear nothing back, although the man said he would let me know if they could pull the package back. Since I’m sick of getting no response to emails (three in total) and leaving voicemails on some line (two in total), I try their chat function. I check to make sure that I’m within their business hours (I am), and would you guess it? NO RESPONSE. It’s been 14 hours and I’ve still gotten no response.

And would you guess what I woke up to this morning? A shipping confirmation that FedEx has picked up the bed from their facility.

So, if people want to take their chances that they don’t need to contact customer service, then this sounds like this is a great bed. But if something comes up and they need to contact the company, get prepared for the worst customer service. They don’t care about you – just selling you a product.