ComplaintsforLeggett & Platt Inc

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Two weeks ago (9/11/23), I called Leggett and Platt's 800 number. I own an adjustable Leggett and Platt base from Saatva, and wanted to order headboard brackets in order to be able to connect my base to a headboard.I remained on hold for about an hour, an incredibly long time--but I was willing to wait in order to order the brackets directly from the manufacturer, instead of one of the 3rd party vendors Saatva suggested. I provided the representative with my serial number, which I found on the back of the remote (0901P03351499).The representative said the brackets cost about $67, and she took my information. I received the brackets about a week and a half later, and last night had time to unpack them.I wondered why I never received an email confirmation, and I now see on the packing slip (internal order number ******) that my email was taken down incorrectly by the representative. The address was also incorrectly entered. Luckily, I still received the package.I opened the box, unwrapped the parts, and then realized that I only received one bracket (I'm not sure why anyone would only want one, given that two are necessary to attach a headboard). Even worse, I realized that I was sent the incorrect bracket for my frame.I'm quite frustrated. I ordered directly because I hoped doing so would be more affordable (and beneficial to L&P) than ordering from a third party. However, I now realize that had I ordered two brackets, the cost would have been even more than from a third party. And, I'm still left with a bracket I can't even use.In an attempt to remedy this issue, I emailed the address on the packing slip only to receive a bounce back saying the email is out of service. Then, I called the 800 number again, waited on hold for 15 minutes, and left a callback number.I am hoping to receive a refund, given that each step of this process was long, challenging, and left me with the wrong product.

  Customer response

  09/25/2023

  Hi, *********** agreed (via a callback this morning) to provide a refund. They said they will email me instructions to acquire a return label in the next 48 hours, and then once I mail the parts back, and they receive them, it will take up to 30 days to receive a refund. While this is an incredibly slow resolution to the problem, I accept it.

  Customer response

  09/26/2023

  Hi,

  
  This morning I submitted a complaint about Leggett and Platt. However, the company finally responded to me, so I can close the complaint/it has been resolved. Please let me know what information you need in order to close the complaint.

  
  Thank you!

  
  Best,

  ******

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 2018 I purchased an adjustable bed with mattress. It quit working. I have left three messages with the ** number and have been on hold with the ***** number for over 30 minutes. I need someone to repair the adjustable base.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In 2021 I bought a Leggett & Platt adjustable bed frame S/N 0776D00263647 that worked fine for a year, then the motor unit failed. The head on the piston shaft of the motor sheared off, which I thought was manufacturing defect with the piston shaft. In July 2023 I reached out and reordered the motor unit. It arrived in August and today I attempted to replace the old with the new unit. During installation I discovered that the original bolt connecting the piston head to the mattress frame receiver is the wrong size, Piston head bolt is smaller diameter than the receiver holes and slipped out on one end, the piston head sheared under the unbalanced load across the loose bolt. My piston head bolt is the same dimensions as the bolt that motor base attaches to the bed frame. I called L&P customer support multiple times to explain I needed a new larger diameter bolt for the piston head. They are not aware of two separate sizes of bolts. I asked for tech support and they have provided me Mattress Marshals that wants to charge a fee for the service call. I want L&P to pay the service call fee and determine the cause of the failure. Either bolt is wrong size or the bed frame receiver is wrong size, I really don't care. Just need this fixed and reimbursed for the motor unit I paid for

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My parents have a ******************************* model #******* from over 15 years ago. We need to replace the mattress that is an air pump type with a memory gel mattress. I need to find out if we can get one that is 4.5 or 5 inches height and if it would fit. I called many times and nobody ever picks up the phone or it is out of order. So frustrated.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have an electric adjustable bed from this company. Tuesday 8/2/23 I received a part in the mail and it didn't include information on what do with it. I've been trying to contact them for the last 7 days to get more information and assistance. I literally called them alteast 20 times each day but haven't been able to get through to speak with anyone.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contacted this business Leggett & Platt on June 13,2023 regarding an adjustable bed that was still under warrantee, and was not working. I spoke with ***** She advised me that the part I needed was "out of stock" but would order one and asked me for my credit card. A few days later my son in law fixed the problem with the bed and I called back to cancel the order. On July 12th 2023 I found 2 (two) boxes outside my door and the were from Leggett & Platt. I called for a return slip to be emailed to me and spoke with *****. I have made many calls to leggett & Platt since but have never received the return label. My next move will have to be an attorney because Leggett & Platt charged my credit card. This seems to me as though they don't care about customers or their reputation as a good business.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi first Iam 65years old retired on a fixed income and had back surgery 6 years ago so my wife and I had been talking about a mobility bed which we thought would really help my back.So right after church on 4-23-2023 we went to ROOMS TO GO in ********** on ***************************************************************** (PH: (336) 315-750 and were greeted by a very informative salesman who helped ** choose the bed I thought was gonna help my back.The bed QN CF1000C QUILTED ll Firm-white QN RTG-SLEEP ****-BLACK Total cost of the bed $2,954.83 I paid $1,500 down Balance $1,454.83 the bed was delivered (2) day later 4-25-2023 set up by delivery guys.Bed looks great time for bed that night noticed a annoying squeaking sound well I thought what that bed cost it should not squeak so got in that bed and it squeaked every turn I could make that night next day contacted Rooms To Go was told to contact LEGGETT & PLATT,INCORPORATED -PO BOX668 LEXINGTON,************** ***** THE MANUFACTURER. After reaching out to them making them aware of the problem a couple days past and haven t heard from them so reached out a second time then was told bed parts were being shipped and onced arrived their technician would contact me to set up a time to come to my home and fix the problem well he came brought new parts after analyzing the bed determined it was a manufacturing defect with in the bed and could not be fixed he made videos took pictures and left and told me he was going to summit his findings to his overhead day past I heard nothing from them however when I did get to them today 5-10-2023 spoke to a representative she put me on hold and when she returned she gave me what sounded like garbage so I kindly ask to speak to a manger she told me he was on the phone so I said I would hold until he was free that s when she went off on me she was talking all over me almost to the point of screaming at me so her rudely end point was we will contact you shortly meaning that day never heard anything from them

  Customer response

  05/17/2023

  On yesterday I received an invoice that's due 6/2/23 and it stated that if I'm dissatisfied with goods and services I made with the credit card I may have the right to not pay the remaining amount due on the purchase. That I must have used the credit card for the purchase. and I paid $1,500 on that card with a balance  left of $1,454.83. 

  Customer response

  06/08/2023

  I received a letter of ************** that they received my complaint and are investigating the situation, that I'm not to make any payments until the investigation is over, and it was also not be reflected on my credit.

  Customer response

  06/12/2023

  I received a a text from a Representative named ******* from ***************************** LLC at ************. In the text they wanted me to text Y to confirm they were going to send someone out to repair the bed. I didn't text back but wanted to call to receive more information. I was unable to reach anyone at the number given, so I called ************** and they confirmed someone would be coming out on 6/16/23.

  Business response

  06/21/2023

  The base was replaced for the customer on 6/20/2023. I called the customer today to confirm that he has the new base and if the base is working okay. The customer confirmed that he has the new replacement and everything is working fine. 

  Customer response

  06/22/2023

  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

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I need replacement parts for my adjustable bed base and am expecting to pay for them. However, after trying to contact them for over a week, being on hold for 2 hours in total, no one ever picks up the phone. I have verified the number with Sleep number customer service.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sleep number bed with a Leggett & Platt, **** adjustable bases and on 04/22/2022, the bed and adjustable base were delivered. They are two split Cal king adjustable bases, 360 flex, fit 3. The serial number for both CAL king adjustable bases is : 0901P02698898. One of the adjustable bases is making a loud creaking noise when the bed goes up and down. On 12/ 16/2022, I called and spoke with somebody regarding the issue. I was told that somebody would contact me within 3 to 5 business days to schedule an appointment for a tech to come out to my home to possibly replace the motor. No one contacted me as they had said they would. Since, then I have called numerous times and and when I call I am put on hold thru an automated answering system. I looked for an email address and discovered that there is no email address to contact the company. On 2/06/2023, I spoke with a Sleep Number representative and they said they put in a work order to have Leggett & Platt, **** to notify me. ASAP. Today is 3/14/ ********************************* This is very frustrating and the bed bases have a one-year warranty, which is coming up this April. I dont want to be told that they are not covered because the warranty is up. Sleep Number nor Leggett & Platt Adjustable. ***** **** has anyone that will help me get this resolved. I have spent thousands of dollars for this new bed and nobody wants to take responsibility. Please help me! I need to get my bedframe fixed!I am afraid that my adjustable base will not be operable and get stuck being up and then I will be unable to even sleep in the bed. Thank you for your time.

  Business response

  03/30/2023

  **************,

  I'm sorry to hear that you are having issues with your adjustable base. On 3/21, I had one of the leaders from my team reach out to you. She communicated that we have scheduled a technician to service your base and that at this point you were ok. If this doesn't fix your issue the technician will need to call the contact center to let us know what parts are needed in order to fix the issue you are having. Since your warranty expires on 4/22/23, he should be able to get the necessary parts ordered and complete the service if needed before it expires. If you have any future issues with your base you can contact Sleep Number or our contact center for assistance. Thaks!

  Customer response

  03/31/2023

  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

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a base KG-RGT-Sleep 4000 adjustable base for a Master bed in May 18 2022 in ***** * **. I also purchased an extended warranty. One of the legs appears to be defective and broke from the frame. I have reported this Leggett & Platt who does not want to do anything. They insist that it was moved. I talked to ***** ****** on March 1, 2022 and reported this. I reported this to her the leg broke and she determined the bed was moved. I then emailed her to get a copy of the warranty for my review. She refuses to return the documents and has ignored by request. I also have tried to work with ***** * **. I reported this issue to one of the store Manager *******, on 3/3. He sent me over to Customer Service who totally does not want to acknowledge accountability for this issue. I am only receiving the the runaround and neglect for a repair or even send a technician out to take a look at this issue. I have purchased several items in this store and have shown good customer relationships by building my credit history there in this store; and payments are timely. However, ***** * ** insist I purchase a new model because this model has been discontinued. This also concerns me. As I only purchased less than a year ago. The new model they insist I purchase is quite a bit more money for me to afford. I feel this is unreasonable and there is no accountability with the Leggett and Platt. They are only pointing the issue for me to deal with as a Customer. Their only option is pay more money for a new model. I feel the money I spent on the extended warranty did nothing but I have to "Buy a New Model" is more money for the store to collect and me to suffer. I should not have to be insulted as I have been a good Customer to ***** * ** business.

  Business response

  03/07/2023

  Ms. ******,

  I'm sorry that you're having issues with your adjustable base. According to our information that you provided to the representative that you spoke with on 3/2/23, you communicated that the base was moved to redo the floor and the floor guys moved the bed and disabled the base and pulled a leg that was stuck and pulled it from the welding. We are currently researching this issue and will contact you within the next few days to let you know the outcome.Thanks! 

*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. ↩