Craig Schmeizer, Eric Hutchinson, and Ran Reske believed that the market was ready for a new type of mattress, and founded Nectar in 2017 with no venture capital.
In the first year, the company sold more than 50,000 mattresses, generating $35 million in revenue.
Schmeizer believes that most people only buy a mattress once their old one completely breaks down or it causes them pain because they believe mattresses are very expensive.
Using layers of memory foam, Nectar mattresses provide the support people need but at a very reasonable cost.
The company also sells pillows, bed frames, mattress protectors, and weighted blankets.
Nectar Sleep maintains a corporate office in Palo Alto, California.
My name is Elizabeth Shrader (order # N-10527625). I was in search of an adjustable base for my fairly new mattress because I’m having surgery on Wednesday, 12/30/20.
After doing a lot of research on companies and the bases they sell, I ordered a Nectar adjustable base, on Friday, 12/18/20. I started out by speaking with a Nectar live chat agent to see how long it would take to get an adjustable base from Nectar once I placed an order and was told by the agent that it would take 4-7 business days, so I placed the order. Upon placing the order, I was told it would take 9-11 business days to receive the base. I called Nectar customer service and told them that I was having surgery on Wednesday, 12/30 and that I needed the base by Tuesday. They said that they would do their best to get it to me by Tuesday, 12/29.
I received a base on Tuesday, 12/22, but the packaging was terrible, the base was broken, and there were absolutely no instructions for assembling the base. I called customer service and the first person I spoke to sounded like they were at the opposite end of a tunnel, so I could hardly hear him and, to make matters worse, close by in the background, I could hear (better, actually, than I could hear the agent, himself) a rooster crowing. I hung up and called back. The second agent that I spoke to, Sahaj, was great. He offered me a refund of $80 for my trouble and, once he saw the pictures of the base that I sent, he was quite surprised that the packaging was as flimsy as it was, apologized, and said that he was initiating the shipment of a second base. While I appreciated the $80 concession, I really would’ve rather gotten a base that was broken, had assembly instructions, and delivered by Tuesday, 12/29. I told Sahaj that I was very satisfied with his service/help but that because of the issues I’d had so far and what my timeline was for the new base, I would like to speak with a manager and that it didn’t have to be his manager. He put me on hold and when he returned to the call, he said that he didn’t have the ability to transfer me to a member of the management team, but that he’d put in a request for a manager to call me and that someone would do so within 24 hours.
That same evening (Tue, 12/22) at 11:18, I received an e-mail from Jose M, who said that he was the person in the highest position that I could speak to. He said he didn’t call because it was so late (I’m capable of deciding if it’s too late to answer a call), apologized for my situation, said that they would do their best to get another base to me by next Tuesday, 12/29, that he could make no guarantees, and that he would be back in the office on Sunday, 12/27, at which time I could “touch base” with him (I’m guessing only by e-mail, since he didn’t leave a phone number/extension and the Nectar CS reps have no way of transferring a customer to management). I was awake at that time and replied to his e-mail at 11:41 that same evening, letting him know how thoroughly disappointed I’ve been with the whole process. Jose responded that same evening and said that he would actually be in the office for a few hours on Thursday, 12/24 and that he could also follow-up with me then. I responded to that e-mail at 5:40 PM on Wednesday, 12/23, provided him with my cell phone number and asked him to call me ASAP. I never heard from Jose.
At 1:48 on Thursday, 12/24 a new base was delivered in packaging that was even worse than the one I received on 12/22, no assembly instructions included, and it was broken, as well. I called customer service at 2:04, but you all were closed by the time. I left a message with the live chat functionality and sent Jose an e-mail, but never heard from anyone by 11AM Saturday (12/26), so called and spoke with Sathya B. She was helpful and got the refund process started, but also stated that this was an isolated incident. ONE poorly packaged and broken base is an isolated incident. TWO poorly packaged and broken bases is VERY BAD business.
This has been the worst debacle that I’ve ever experienced with a large, expensive purchase, such as this one. As I said at the beginning of my e-mail, I did a lot of research on companies and adjustable bed bases and ultimately landed on the Nectar base. My experience was just the opposite of what I expected based on that research. If I could give Nectar negative stars, I would, as they’re not worthy of even one.