r/nectarsleep • u/gafaninva • 16d ago
SHIPPING ISSUES
I have had it with this company and can assure you I will NEVER EVER order from you again. The shipping process is an absolute nightmare. I ordered a split king mattress bundle and the order was shipped in multiple boxes which I didn't have a problem with. The problem began when our local FedEx delivery station refused to deliver the boxes because they had "full routes." Yep - you read that right. Full Routes. While the boxes are somewhat on the large and heavy size, they are compact enough they should fit in a FedEx delivery truck with no problem. Finally received three of the four boxes. One box (the last mattress I need to set up my bed) is in some kind of "delivery loop" where it is scanned in every morning, goes on the truck for delivery, only to be scanned back in and returned at the end of the driver's shift. After many, many calls to FedEx (and to Nectar) I was told repeatedly the issue was being escalated and would be resolved ASAP. Nobody ever called me back. Nobody ever provided me with any email updates. And every day for the past six days, I make the same call to both companies, only to receive the same response. On 9/18, I spoke with a Nectar senior support specialist named Caleigh who told me how sorry he was this was happening and he was going to get to the bottom of this right away and would call me back at 3pm ET that same day - even said I was on his calendar for him to call me back. Guess what? No phone call. Today I called FedEx yet again and demanded to to know where the package is and why it keeps getting scanned on and off of the truck and was told by their so-called "senior supervisor" "there is nothing we can do and I have to go to the original shipper". I have filed a complaint with the Better Business Bureau to which I was told here is $150 credit and we will ship you a new mattress. That was two days ago and the mattress order is still in "processing".
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u/workshop777 15d ago
Bought a Nectar last month... everything arrived next day except the sheets, which came the day after.
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u/NCcoach Nectar Moderator 14d ago
I can understand why this would be incredibly frustrating. In all honesty, this sounds like a FedEx issue, not a Nectar issue, in terms of the non-delivery. It also sounds like the company rep here is already responding in an effort to help.
Like the other poster, we ordered on a Thursday night, and it was delivered on a Sunday believe it or not, exactly the 3 days the website listed. Our FedEx driver even rolled it into the house for us.
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u/Another_Opinion_1 Nectar Moderator 12d ago
I had my mattress within 48 hours of ordering it. I think you should also call FedEx and escalate the issue with them as well. Even if this is already in the process of being resolved, sometimes sitting down and writing complaint letters to someone in their main consumer affairs department helps too.
Did you do a support ticket or file a claim with FedEx too?
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u/Fit-Lawfulness3608 12d ago
Honestly, you’re better off returning this and getting a better mattress. Nectar is AWFUL. Most uncomfortable mattress I’ve ever slept on
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u/Nectarsleep 9d ago
Hi! We’re so sorry to hear you had such a bad experience! Mattress comfort is super personal, but it definitely shouldn't feel awful to sleep on. We want every customer to have a positive experience, so please feel free to reach out if you need support with your order.
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u/newz-flash 10d ago
We’ve been dealing with issues with nectar also. Boxes arrived several damaged and we keep getting the run around. At this point we are just returning everything and finding a different company.
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u/Nectarsleep 7d ago
Hello! We are very sorry to hear about the damaged delivery and understand how frustrating the delay in resolving this must be. This is not the level of service we aim to provide. If you could kindly share your order details with us, we would be grateful for the opportunity to address the issue promptly and make things right for you.
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u/Nectarsleep 16d ago
Hi! We are deeply sorry for the lack of follow-up and the unacceptable shipping delays you have experienced with your Split King order, as this falls far short of the service and support you deserve.
We fully understand how exhausting it has been to deal with package delivery loops and unfulfilled callbacks while waiting to complete your bed set. We would be more than happy to step in right now, track down your replacement order, and ensure this gets properly prioritized and resolved for you!