Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two mattresses with the understanding that there was a free trial period and that the mattresses could be returned if we were not satisfied with them. My daughter after testing out our Queen size mattress decided that the mattress was very uncomfortable for her and we never unboxed it. I tried to return it right away and was told by the ******** service agent that if I was going to return it before 30 days that there would be a "convenience" fee o $99. Convenient for who I asked. And I don't recall seeing this on the Website. The website which has FREE SHIPPING & RETURN PICKUP in large print that is accessible is completely misleading. In the fine print which I never looked at because I saw the FREE SHIPPING and return, it says $99 for pick-up. This should be stated where it says "And if the mattress just isnt for you, no worries - well pick it up and cover the return shipping, too." Now, they want to charge "convenience fee: for pick up. And by the way, the mattress was causing me so much pain that I have been sleeping on the couch. Yet, the website ONLY has 5 star reviews. Finally, after much stress and insistence on speaking with a supervisor, the supervisor agreed to returning the twin mattress in an unopened box without a $99 fee and sent a ***** label since I live a short distance from the delivery area. I am still being charged to return the Queen. Also, on my first call, I was told by CS Agent that the return only applies to one mattress if I purchased two of them. Again, this is nowhere on their website. I wish I had done more homework and checked the BBB website to see that they had an F rating.

  Business Response

  Date: 03/15/2024

  Clause from Latex for Less, Inc  stated that they granted the consumer's request and waived the $99 convenience for their return.

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been shopping for a latex pillow on Amazon and reviewed latex for less there which included a 30 day return policy. I mulled over it a day when it popped up in a ****** ad for a sale. I placed an order through their website which had a 5 year warranty as well I got the pillow and its awful. Hard. Chemical smelling though they said organic. Too large for a normal pillow size. I request a refund when they send me a link to a no refunds on pillows page. No where in the listing did it say no refund. It has huge points of a 5 year warranty and the Amazon listing offered 30 day returns. Yet their website has it hidden in separate links and at the bottom that through their website? No refunds or returns. And yet they direct you there from anywhere else. I began researching more and it seems dozens of people fell prey to this in the last Month. Thats unacceptable and clearly deceptive.

  Business Response

  Date: 02/23/2024

  ***** from Latex for Less, Inc  advised that the returns are only for mattresses as it is stated on their website.

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, in around March of this year, I purchased a pillow from this website with no indication that the product was not available. I had to contact them to find out they had no stock and had no idea when they would. Months later found out still no stock. Now, this month, they said they now had stock and I decided to purchase a pillow. I receive the pillow and it looks nothing like the picture on their website. The pillow is uneven as if it's been crushed on one end and the pillow is oddly misshapen. The quality is very poor. I asked to return the product because of defect and quality issues and they replied with that they don't accept returns and did not address my complaints. I had sent them a photo showing the unevenness. I responded and they wanted photos with a ruler saying if it's a certain height then it's the right pillow. I did not say it was the wrong pillow, I said it was defective and wanted a refund. They keep insisting on photos of pillow with ruler which does not address the fact that the pillow is uneven and of poor quality and looks nothing like the photo displayed on their website. I am attaching photos although they don't to it justice. The pillow is very uneven. Also including photo from their site.

  Business Response

  Date: 09/28/2023

  We have responded directly to your consumer and reached a resolution. 

  Business Response

  Date: 09/28/2023

  Your feedback is important to us, and we would like to address your concerns.
  
  Firstly, I apologize for the initial lack of transparency regarding the availability of the pillow you purchased in March. It seems there was a communication gap, and for that, I apologize.
  
  Upon reviewing the photo you attached, it appears that the pillow was placed on an uneven surface. This could potentially result in the pillow appearing misshapen and uneven. It is important to note that the pillow is designed to settle flat when placed on a level surface. However, we apologize if this was not clearly communicated.
  
  We sincerely apologize for any confusion caused by our team's request for measurements using a ruler. While we aim to gather accurate information to assist with returns and exchanges, we understand that the photo you uploaded may not fully capture the issue you are experiencing with the pillow's quality and appearance.
  
  We appreciate your patience and understanding. If you have any other questions or concerns, please don't hesitate to let us know.
  

  Customer Answer

  Date: 09/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Telephoned company before Christmas to discuss their pillow. Told me non returnable and I could order one to see if I liked it, which I ordered one. I liked it and wanted a second one so I ordered the same kind again and waited several months for it to come in as they were "out of stock". Received the pillow - it is NOT the same pillow and I called the same day I received it to inform them they mailed the wrong one. Was told to email a photo of the pillow compared to the previous order (the new one is considerably flatter (by half) than the first one. I sent in a picture and after they saw the picture they said I had to measure it and if it measured 3.5 inches or more, then it was the correct pillow. It measures right at 3.5 inches, but it is almost half the thickness of the original order, which is not what I was told I would receive. In addition, their website says 4" minimum. I have tried to get a replacement pillow or a refund but I get the run around. Tried to get a supervisor above ***** (who replies via email) to take it to the next level, but I haven't been successful so far. ***** ("the manager") doesn't call me back, just emails me the same thing and ****, who does call me back, says only ***** can decide. When I asked for *****'s manager I am told by **** that ***** is the highest manager, but yet ***** does not own the company. This pillow was purchased based off their statement to order one, then another if I liked it. They should replace it with a like pillow (it isn't even the same length either) or refund my money as their initial statement is false (stating I can order a second exact pillow if I liked it). At this point, I want a refund, I do not want to do any more business with this company as they are not an honest company.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mattress from Latex for Less mattress January 10, 2023. It was a medium, hybrid. full- sized mattress. It is too soft. We called the company and it is within 120 days so we are eligible for a return/refund. Website and customer service states ********************** has a 120 day return policy. It provides an option for ** to use their concierge pickup service for $99. I contacted the representative. I was told that they don't offer that option in our area and I must donate the mattress to a church, coordinate pick up, give L4L a receipt and they will refund ** the cost of the mattress. What it says on the website below:'Free ***************** Pickup We want to make it easy for you to experience the benefits of our single-origin natural latex, so the shipping to your home is on **. And if the mattress just isnt for you, no worries - well pick it up and cover the return shipping, too.'My concern is that their site says the return is free then I am told it will cost $99 for concierge services for pick up. Then I was told that I am responsible for donating the mattress, coordinating pick up with a 3rd party and then providing their company the receipt showing it was picked up. This goes beyond their stated policy and is not what we agreed to when we made the mattress purchase with their company. They did not provide this in writing on the invoice, website or anywhere at point of purchase. Had we known that the concierge service wasn't available for ** that would have prevented ** from returning the mattress we would not have considered buying from them. It is cumbersome for me to have to identify, communicate and coordinate with a 3rd party hoping they would pick up a mattress I contacted a few nonprofits and churches. I was told they do not accept mattresses due to hygiene and pandemic. Latex for less refuses to refund ** and this is not in line with their return policy that we agree to when purchasing. We are requesting a 100% refund.

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solid latex pillow from this company on 1/26 (ORDER *****) and realized as soon as I took the pillow out of its plastic wrap that it seemed too buoyant to properly support my neck. Although I had not actually used the pillow the company reinforced their no return policy. I felt a bit misled by the fact that their product shows no negative reviews on their website. I went ahead, against my better judgement, and tried the pillow one night and the following morning woke up with neck and upper back pain. The pain was actually bad enough that I had to see a chiropractor to get my neck and upper back adjusted to alleviate the pain (see appointment attached). I decided to write a review to explain my experience and although I verified this review via email, it has never been posted to their site. I feel that this company is misleading potential customers by suppressing negative emails. In my case, I was led to believe that there were no negative experiences with the pillow, which I now find hard to believe. I have reached out to their customer support team to understand why my review wasnt posted but have only heard that they are looking into it and havent heard anything else. I would like this investigated further as I feel that this company is not allowing reviews that are critical of their product to be posted.

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a latex topper from a company called latex for less. It came dirty with black marks yellow stains and tears. I sent them photos and asked for a refund. They also sent a soft topper and I clearly ordered a medium. I know this is possibly a use topper. They would not refund my money.

  Business Response

  Date: 01/11/2023

  The Latex for Less Topper that was purchased is made from natural products and may have unique characteristics. While we do have strict quality control, not every piece looks the same. You might notice: Surface discolorations, variations in the appearance, or in this case small dark bits of charred rubber from too-hot baking pins. The yellow in latex topper is burnt latex sap, this will have no effect on the performance of the topper.

  Because toppers are considered a personal bedding item, we are not allowed to accept returns, so it is not possible for us to send out used products. As previously mentioned the slight discoloration is due to the natural product and production process. ************** may reach out to our customer support where we would be more than happy to assist her with further with any questions or concerns she may have **************. 

   

   

  
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18552296
  
  I am rejecting this response because:
  The company is not telling the real truth. I have photos and a witness. Also, they are Not addressing the fact that they sent me a soft and I ordered a medium. There was no new smell. I have purchased four toppers before. All had a natural rubber scen. This is not a brand new topper.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/13/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a latex pillow- it arrived yesterday and is hard as a rock. Despite having a 120 day trial guarantee plastered everywhere across their website, they will not accept a return on an unused, brand new item. There was no indication of "final sale- no returns" during checkout.

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered and received a latex pillow from Latex for Less:Date of order: 9/24/2022. Order #: *****. This pillow has a very strong objectionable odor unlike other latex pillows I have purchased over the years and I can not use it!I called the company and spoke to a representative named ***** who was less than helpful and kept repeating to me that pillows are not returnable. She did not ask me any questions and interrupted and spoke over me throughout the entire conversation. She offered no assistance. Their website states 120 day trial on every page in the top right hand corner. Nowhere does it clearly state that pillows are personal and not included in this trial. FAQ section does not state they are not returnable. Only states it if you scroll way down to returns. This is misleading and shady. Interestingly enough under the topper FAQ they tell you toppers are considered personal and not returnable. I would think all bedding including mattresses are personal. I have read the complaints before me and am sorry to say I did not properly perform my due diligence or I would have realized how rude and dishonest these people and company are. This being said we filed a complaint through PayPal and the claim was denied based on that pillows cant be returned period. ****** suggested contacting merchant again which we did. Again rude and speaking over you. The discrepancies on their website were pointed out to no avail. This pillow is not useable not to mention it was described as soft and smooth. It is smooth but certainly not soft. At the very least I would like to warn other perspective consumers that this is not a trustworthy company. And would like a refund. Amount of purchase was $74.95.