David O.
They added a $7 "order protection"…
Update: Newton fixed the issue and provided a credit to make up for the service. I'd be willing to buy something from them again, though I hope they make sure users opt in before charging any extra fees. They added a $7 "order protection" charge to the cart, hidden away when I went to pay. I removed it, and they charged me for it anyway. I immediately emailed them, asking them to remove it. They sent me copy and pasted text about it already being shipped and telling me to request a refund/exchange. It was not yet shipped, as I got the email saying the label was created but the item was not yet picked up hours later, and the refund/exchange page doesn't allow you to refund the charge. When I sent them screenshots and mentioned this, they sent me the same copy and paste message two more times. They didn't pick up their phone. This is a very poor experience, and it's wild that a company that sells $300+ mattresses on their brand reputation has such scummy practices as trying to charge hidden fees and then refuse to remove them.