ComplaintsforLeggett & Platt Inc

• 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! 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally purchased this bass on December 21, 2021 however it was not delivered to me until after March 12, 2022. Since purchasing this bass, I’ve had my motor blowout within the first 30 days of ownership, and now, since replacing the motor my mattress, elevates and descends very slowly, and the base itself does not lay flat. I have called customer service on the number of occasions, and they have either been very rude and condescending or very aggressive and disrespectful. This is the second base that I have purchased from Leggett & Platt and while my first purchase of a split king has been a phenomenal experience. I don’t know what has occurred with this company, but my purchase of the queen ****** *** has been an absolute nightmare. I have called customer service a number of times and either they have failed to answer or when they didn’t answer the customer service representative was very rude and disrespectful and when I explain to them that my mattress base was under warranty the woman that I spoke to told me that they would only come out for one more time as a courtesy to me And I explain to her that my warranty was for 10+ years and she either laid the phone down or placed it on mute but after I was done talking, I had to say hello and try to attract attention for at least two or three minutes before she finally picked up the phone and responded with a very bad attitude that someone would be calling me back in order to schedule an appointment to come out and repair my base. I was told that I had to wait one week for a callback and it has been over two weeks and yet there’s been no callback. Either replace my base with a new one at your expense or give me my money back so that I can go to a company that is more reputable who will stand by their mattress space. Are used to love Leggett & Platt now I cannot stand Leggett & Platt and I would advise any future customers to steer clear of this company because they are broken and don’t care about customers.

  Business response

  03/16/2023

  Mr. *******l,

  I'm very sorry that you've experienced issues with your adjustable base. In reviewing our records, it looks like a technician scheduled service with you for 3/4/2023. After following up with the technician who performed the service on 3/4/2023, he needed to order additional parts and we were able to confirm that he received them today, 3/16/2023. He also communicated that he would reach out to you today to get a service date scheduled. If he determines that he is unable to repair your base then he will notify us and we will go from there. Thanks!

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed and the frame is made by Leggitt and Platt. The base is adjustable and a wire fell out and the bed had to be unplugged and became a fire hazard. I have been on hold with the company for over 25 hours now on the phone. Two times they answered and I was told a tech would call to schedule a repair because the bed is under warranty. Both times i never received a call and this issue has been going on for months. At this point I am going to have to go to a doctor for my back because i have issues when the feet on the bed cannot raise and the bed is a fire hazard in my home. They do nothing to remedy the issue except lie and do not abide by the warranty. At this point i want a repair and refund for the months I was unable to use the bed.

  Business response

  02/20/2023

  Ms. *****,

  I'm sorry to hear about the issues that you've been having with your adjustable base. It looks like when you first ordered the part it was out of stock but has since come back into inventory. We have assigned ********* ***** ** ******* ************ to service your base. They can be reached at ************. We did reach out to the company today to find out if they have received the part yet and if they have why they haven't contacted you as of yet. We also asked that they make contact with you asap. I will also have someone from my team follow up with you on Thursday to make sure the tech has made contact.   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an adjustable base from ******** ********* and the base cracked. I purchased the base on 03/14/22. It has not even been a year. I took pictures of the crack and showed them to a ******** ********* representative, and they referred me to call **************. I spent hours on hold for several days trying this number and I had no luck. I looked on the website and there is no email address to send this complaint. Can you please help. I also have records of my phone calls to show how long I was on hold. I have started to try to resolve this since last month.

  Business response

  02/06/2023

  Mr. ********,

  I'm sorry that you're having issues with your adjustable base. I have your phone number and email address so I will be personally reaching to see if we can get this resolved. I will need the serial number off of your base/ It would be on a white sticker, and it has about 16 numbers on it. It sometimes is located on the bar at the foot of the bed that attaches to the legs, or it is on your paperwork, or on the back of your remote. Thanks!

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a previous satisfied owner of a king ***** ****** bed who downsized to a queen in 2018 after my husband passed and I have been miserable. This bed has a top of the line mattress that I upgraded to upon my purchase. The bed does not stay inflated. The issue resolves temporarily with over the phone troubleshooting but resorts back to in inflated. I paid for a replacement remote, it was mot correct and I paid for another remote.. Did not help. I have issues with the remote connectivity. I have done all of the troubleshooting as instructed . Over this past year, while inflating my bed daily because that was not resolved, the head of the bed remained in an upright position sporadically. It took months to get an appointment. The technician came, I paid a service fee for him to walk in the door. He ordered parts. He returned, I paid the service fee and it was the wrong part. He reordered the part. This happened 3 times, each time I paid a fee before he decided it was a base issue and he called manufacturer ** Base. Their technician came, I paid a service fee, he identified the issue and ordered the part. He returned, I paid and it was the wrong part. He came, I paid the fee, again wrong part. This occurred 2 times, costing me each visit. He was not nice this last time and slammed the door. So I lived with this intermittent problem til December when the head was stuck at three quarters. I called **, they spoke to the technician who hung up on them. She ordered the part and had another technician come yesterday. He fixed the bed but I woke up in a deflated hole and the head is stuck at three quarters. This is affecting my health. I am in pain. I am not sleeping. I called ***** ****** and am waiting for a troubleshooting return call. And I am on hold with **!

  Business response

  02/06/2023

  Ms. *******,

  I'm sorry that you're having issues with your ***** ****** mattress and our adjustable base. You will need to contact ***** ****** directly to get assistance with your mattress because we handle the base. Prior to sending out the technician we did speak with your daughter to let her know that we were paying for the technician and the parts. In reviewing the technician's notes nothing was listed about having received the wrong parts. For one service call a motor was sent and per the technician it didn't resolve the issue so we sent another part at no cost. We paid for the last tech to come out and he determined that your cats chewed the wires and caused the damage to your base. Pet damage is not covered under your warranty. We can provide the name of a technician who can replace the wires however it would be at your expense because of the damage. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/9/21 I purchased an adjustable base for a bed manufactured by Leggett & Platt Inc. The bed suddenly stopped working while still under warranty for parts. I attempted to contact Legget & Platt Inc to resolve the issue but the only means to contact them is a phone number on their website. I was not able to email them. They kept me on hold for an unreasonable length of time until I realized that they had no intention of ever answering the call. I wasn't even given the option to leave a voice mail and request a call back. I believe this to be a form of fraud in that it is a means of avoiding honoring their warranty. They simply make it next to impossible for a consumer to even communicate with them what the problem is. I don't know if anyone will read this email and I suspect my attempt here is likely futile. I am probably going to be limited to a remedy that involves posting my experiences on social media warning others to stay away from any products manufactured by these scam artists.

  Business response

  02/06/2023

  Mr. *****,

  I'm sorry that you are having issues with your adjustable base and being able to get through to our customer service. I will have someone from my team reach out to you today and see if we can get this issue resolved for you. The area code will be ***. Thanks! 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased our Sleep Number Mattress and Leggett and Platt adjustable bed frame on 9/15/2022. We have several problems with both immediately after purchasing. Left side of bed sinks in center and L base is very noisy, even when flat. Sleep Number told me they cannot do anything about base, its a final sale. I needed to contact Leggett and Platt. When you spend $9000 on mattress/frame, it should not have problems. Mattress is being picked up on Monday, after multiple calls and issues. **************** at both Sleep a number and Leggett/Platt unacceptable: Attempted to call Leggett/Platt on numerous occasions, 2 hour hold times and still unable to reach anyone, leave number, no call backs. Reached someone last week after 1.5 hour hold time and they told me the hinges needed to be replaced, but are on back order. I asked to return the frame and they refused. Today, sleep number said they cant do anything about base, but told me theyd email Leggett/Platt. Finally spoke with someone tonight at Leggett/Platt who told me the base is not their responsibility, it is up to Sleep Number who refuses to take ownership. I just want to be done with both, return everything and I will never do business again with either. ************* is below standard.

  Business response

  01/26/2023

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

  I'm sorry that you are experiencing issues with your adjustable base. Please know that our goal is to get your base back up and running. According to our records the technician is scheduled to replace the hinges on you base on Monday, 1/30/23. The process is that if he is unable to fix the base because he needs different parts then he will need to contact us and order them. Thanks!

  Customer response

  01/26/2023

   I am rejecting this response because:  I want the bases returned.  They should not be having issues when they are brand new.
  
  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to get a replacement part for my bed and was told I would get a call back so that I would not have to wait on hold; and that this call would happen within 3 hours. At 3 hours and 30 minutes I had not been called so I have been calling and every time after sitting on hold for quite a while it will ring to a representative and then hang up.

  Business response

  01/17/2023

  Ms. *******,

  I'm sorry that you haven't been able to speak with someone to get the part you need ordered. I will have someone from my leadership team make contact with you today to get this taken care of. The call will be coming for a 336 area code. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is not honoring their warranties. I purchased a bedframe and mattress from mattress firm who says that the maker/seller is ****** and Platt. I spoke with ****** and Platt and they confirm that it is their product and they have not honor their warranty they dont return calls, they place me on hold until four hours or until I hang up I want my money back or my product fixed.

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩