Experience with Nectar Beds

I recently bought a bed setup from Nectar. (This is not an ad; I just prefer linking to things.)

I needed a quick setup for a guest room, and an online ad showing the no-hardware bamboo bed frame caught my attention. The pieces just slide together! Which means they’ll just slide apart! Advertising works.

The mattress and bedding came fairly quickly (3 days?) but I noticed on the box the size of the bedding was not what I ordered, which made me think the mattress was wrong too.

The bed frame was listed as shipping in about 6 weeks.

So it was a double whammy. I feel like when you order a bed online, it needs to arrive quickly. They are competing with The Bed Store Down The Street, where I can get a bed today. I definitely didn’t have 6 weeks for a bed to arrive. And now, even if it did, I didn’t have the right bedding for it.

So I grabbed my sword and shield and entered the Realm of Customer Support.

Like everywhere, they have it wrapped in a thick condom of AI.

Fortunately, my sharpened sword could pierce it by basically writing “this needs to be looked at by a human.” During the course of things, I also called and could get to a human using a similar tactic.

They suggested I switch the finish (i.e., from a light color to a dark color) of the bed frame, and that it could ship immediately. Fortunately, it didn’t matter that much. They also sent me a return label for the bedding.

They pushed back on the mattress, though, because I didn’t originally provide a photo proving the mattress itself was the wrong size. I just assumed it was because it came with the wrong-size bedding. Turns out their pushback was warranted, as I carved into the plastic packaging enough to confirm it was actually the correct-size mattress. I’m down with that pushback; it saved me an awkward and annoying trip to FedEx.

The new bedding and frame came relatively quickly after that, and they refunded a small percentage of the price for the inconvenience.

Honestly, it was a pretty decent customer experience interaction, aside from the AI condom. It makes me wonder if that is really necessary. Humans are capable of such excellent customer support, shouldn’t they just do it?

In the end, the bed is perfectly fine. Good, maybe. The frame is nicely designed and really does just fit together with literally zero hardware. I can’t vouch for the mattress over many nights of sleep yet, but it feels fine.