We are extremely disappointed with how our recent Nectar purchase has been handled, and we are hoping someone at the corporate level will review this and make it right.
We ordered the Nectar Ultra mattress after speaking directly with a Nectar sales representative. Amy specifically asked about the differences between the Premier and the Ultra because we were purchasing this mattress for medical reasons — fibromyalgia and significant back pain. The representative explained that we could use the Premier adjustable base but upgrade to the Ultra mattress for better support. She built the cart for us. We did not manually add items ourselves.
Based on her guidance, we completed the purchase.
Instead of receiving the Ultra mattress we discussed and agreed upon, Nectar delivered the Premier mattress.
We contacted customer service immediately. The mattress had only been in our home a matter of days. There was no damage, no misuse, no extended trial. We simply informed them that the wrong model was delivered and requested an exchange for the Ultra we ordered.
The response we received was shocking.
We were told that in order to receive the Ultra mattress, we would first have to pay off the entire balance of the Premier mattress that was mistakenly shipped to us. Only after paying off the wrong mattress would they arrange to pick it up and allow us to purchase the correct one.
We are not asking for a refund.
We are not trying to “return” the mattress under the 365-night trial.
We are not experiencing buyer’s remorse.
This is not a satisfaction issue. This is a sales and fulfillment error.
Being told to activate a 365-night satisfaction guarantee in order to correct Nectar’s own mistake makes absolutely no sense. The trial policy is designed for customers who change their minds after sleeping on the mattress. That is not what happened here.
We relied on the guidance of a Nectar representative. She built the cart. We trusted the process. We paid for what we believed was the Ultra mattress.
If there was a mistake in how the order was processed, that responsibility should not fall on the customer to financially absorb first.
Requiring customers to pay off a product they did not intend to purchase before correcting an internal error is unreasonable and deeply disappointing. It creates unnecessary stress, especially when the purchase was made with medical comfort needs in mind.
We are simply asking for what we originally ordered.
We expect Nectar to stand behind its sales representatives, take responsibility for this fulfillment mistake, and arrange a proper exchange without forcing us to pay for an error that was not ours.
A company’s integrity is revealed when something goes wrong. We hope Nectar chooses to correct this properly.
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You Can’t Put A Price On Good Sleep
At Nectar, we’ve aligned all our efforts around one simple promise: The best sleep of your life, guaranteed.
We believe that price should not keep anyone from being able to achieve their best night’s sleep. After all, we spend 1/3 of our life sleeping.
We offer the only 365 Night Sleep Trial in the UK and we also include a Forever Warranty that covers your Mattress for as long as you sleep on it.
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