Benjamin V.
Defective Brand-New Mattress Arrived With Mold — Then They Nickel-and-Dimed the Refund After Promising “100% Refunds” (Avoid)
I purchased a Cal King Softer WinkBed with Frost Cooling Cover plus the Ice Mattress Protector in May 2026 (roughly $2,400 total). WinkBeds heavily markets itself as a premium American-made mattress company with a 120-night risk-free trial, free returns, “100% refunds,” lifetime warranty, and “best in class customer service” built on “generosity, integrity, and humanity.” The mattress arrived with what I believe was mold (or at minimum heavy contamination that looked exactly like mold) along the seam. I contacted support immediately with photos. They acknowledged it “was not delivered in perfect condition” and offered either a $200 partial refund if I kept it or a replacement. They later claimed it was just “dirt from their industrial machines,” but it looked like mold to me and was completely unacceptable on a brand-new premium mattress. I requested a full return. They arranged pickup through Sharetown. What followed was weeks of delays, broken promises on contact dates, and significant hassle with their pickup partner before the mattress and the Frost Cooling Cover were finally picked up. They then issued a refund short by ~$136. They kept the $9.08 “Environmental Responsibility Fund” (a fee they add to every order supposedly to cover sustainable disposal of returned mattresses — even though this return went through their own partner) and refused to refund the Ice Mattress Protector, calling it final sale. This directly contradicts their own repeated advertising of “100% refunds” on returns within the trial period. I returned everything I reasonably could. Their explanation was tone-deaf and failed to justify how keeping these fees after a mold/contamination issue on a new mattress aligns with their marketing. I sent a detailed, polite follow-up email laying out the facts and requesting the remaining balance. As of June 5, 2026, they have not responded. This experience was exhausting and infuriating. Poor quality control that allowed mold (or mold-like contamination) on a brand-new mattress, a painful and unreliable return process, and then nickel-and-diming on technicalities after they already accepted the return. They talk a big game about customer satisfaction and integrity, but when something goes wrong they find ways to keep your money. Strongly recommend looking elsewhere. There are plenty of other mattress companies that actually stand behind their trial and return promises without the games, hidden fees, and radio silence. Do not risk getting a contaminated mattress and then fighting to get your money back.