ComplaintsforLeggett & Platt Inc

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an adjustable bed manufactured by Leggett & Platt. One of the two arms that raise the back of the bed has detached at the weld to the main bar. I've been trying to contact the company for a few days to check into the warranty as that appears to be a defect. After multiple attempts calling no one has answered, even after 45 minutes on hold. They do offer the option to leave a call back number and I've done that too. No one has called me back. Of course, their website says "Leggett & Platt Adjustable Beds is here to help. Call us to speak to a representative." And they have no means of contacting them online. I've never experienced this poor of customer service. In fact, I'm not sure it exists.

  Business response

  01/20/2023

  Dear *******, 

  I'm sorry that you've had a difficult time in being able to speak with someone at the contact center. According to our records we waived the cost of the part and placed the order the same day one of our employees spoke with you on 1/6/2023. We also emailed you instructions on how to install the part. According to UPS tracking the package was delivered on 1/12/2023 at your front door. Again, I apologize for long wait. 

  Customer response

  01/24/2023

  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.

   

  They handled the situation very well.

   

  Thanks to the BBB too for helping with this matter. 

  
  ********** ******* *******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have left my phone number 3 times to get a service call and sat holding on phone for up to 40 minutes to try and speak to someone but no response. My patience is all done with this lack of response. I am sleeping now on a partially raised broken bed and waking with sore back. Poor customer service.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a bed a few months ago and one of the remotes was not working. Finally got it paired but within a few days it lost pairing. Got new part sent anf the technician came but he said the new parts were not working. He said we would need to call them to make another claim. Been calling ever since waiting on hold for hours. Seems they do not answer the phone. We will give a review on ***** ** ** to not buy this brand as they are apparently low quality and basically will not honor the warranty.

  Business response

  12/27/2022

  Ms. *********,

  I'm sorry to hear that you are having issues with your adjustable base. According to the technician who serviced your base on 10/16/2022, he stated the new control panel did not work so he installed your original one and that fixed the problem. He stated that your base was working when he left with no issues. Once the work is completed the customer is asked to sign off on the work. I will have someone reach out to you today. Since your warranty has expired, we can provide you with the name of a technician who can service your base however, it would be at your cost. 

  Customer response

  12/27/2022

  Complaint: ********
  
  I am rejecting this response because:Their response makes zero sense. The old parts required pairing every day. The old original parts were defective from day one. They send new parts that were worse than the original parts. Yes the technician installed the original parts since the replacement parts did not work at all and as usual, it worked for 24 hours and lost pairing again. Nothing was fixed or repaired and now they have the gall to say the warranty has expired. What a joke. Some clown called and was whining that they are too busy to return our calls as if that has anything to do with the fact their product quality is obviously defective. Maybe they should offer a full refund. As a side note, ***** ** ** has replaced the entire frame and it seems to be working except the new frame was missing a part that we are still waiting on. This company apparently has no quality Dept. And again, the person that finally called because of this BBB complaint was a very rude whiny imbecile. Basically, this company still has not actually taken any action and are not sorry at all for their incompetence. 
  
  
  
  Sincerely,
  
  *** *********

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needed extra magnet with holders for SLEEP NUMBER base. This company is who SLEEP NUMBER referred us to for the parts, as they do not handle issues with the base. After numerous calls between both companies on what parts we needed & hours wasted sitting on hold to speak to a human, an employee at Leggett & Platt, *** stated they would send us the ********************* for free if we paid the $13.36 shipping & handling fee. We received an order in a box with no paperwork that only contained a few plastic disc parts. The magnets & screws were missing. After calling back & waiting forever again to speak to someone, we were informed that we would have to pay another shipping charge of $13.36 to get the rest of the parts that should have been in first box. The employee inquired to see if fee could be waived or a refund offered, but after he spoke with someone, he said we would still have to pay again & if we returned the plastic discs which are useless to us, they would not give us the $13.36 back. This company is deceiving their guests by not completely fulfilling orders & continuously charging for shipping.

  Business response

  11/17/2022

  Dear ***************************,

  I'm sorry to hear about the experience you've had regarding having to pay for shipping twice. I sent a request today to have a refund processed for one of the shipping fees that you paid. This refund will go back on the card you used. Depending on your banks policy it could take up to 30 days for the credit to appear. Most of the time customers are able to see the credit post much sooner. 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: 11/12/2021 Order #: *********** ***** ****** bed with Leggett & Platt Adjustable base. Purchased our bed in November of last year, and immediately upon delivery noticed that the bed was excessively noisy and squeaky, and this occurred anytime any movement on the bed occurred. We called sleep number to mention the issue, and they sent us to Leggett & Platt customer service. Leggett & Platt replaced several parts on the bed over the course of several service visits; and the bed continued to be just as loud. The final service call that was sent by Leggett & Platt was a technician who placed about 20 felt pads on the frame of my $10,000+ bed. The bed was slightly less squeaky for about 3 nights, and the noise has since returned as loud as it's ever been. I called Leggett & Platt and told them that I wanted resolution to this issue, but that I was not comfortable with the resolution being that there would continue to be felt pads placed on a bed that I paid thousands of dollars for. I want a bed that is exactly like the one I laid on in the Sleep Number store; brand new, makes no noise, and isn't visibly covered in felt pads. Since I mentioned this to the representative, every time I call, Leggett & Platt says that they're going to schedule a new technician to come look at the bed, however there has been no follow through on the service appointments. This has now happened 3 times where I've called for a service appointment and no one shows up or calls. At this point I'd like to request a replacement frame for my bed, that does not squeak with minimal movement, just like I paid top dollar for. I am not asking for any additional compensation, I am simply seeking a bed that's the same quality as what I was presented in their showroom; and no way is the bed we've been sold the same quality as what we were presented when we purchased.

  Business response

  09/12/2022

  *** *******,

  I'm sorry to hear about the noise issues you've experienced with your base. There could be several factors for this: is your base on wood flooring? I reviewed the notes under your warranty and see that different leas have been ordered. The legs are scheduled to ship out on 9/9/22, so you should be receiving them within the next few days. If this does not resolve the noise issue please reach back out to us at ************. The best times to call are between 8am - 9:00am and 6pm - 8pm EST. Thanks!
  
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an adjustable bed I purchased some years ago. Every year like clockwork my remote controller dies between 6 month see to a year ..!! Then costs over $100 to replace!! Each time I call for a replacement I have to waithours for someone to answer. ! I have over 17hours logged in being put on hold waiting for someone to answer.. Ahhhhhh!!!!! I have had neck surgery and fixing to have back surgery and my bed is stuck in upright position !!! I DO NOT RECOMMEND THIS COMPANY AT ALL !!!!

  Business response

  09/08/2022

  *** *****, I'm sorry that you are having issues with your remote failing. I did have someone from my team reach out to you yesterday. You told her that you didn't need to order a remote because your sister had already ordered one from another company. We are working to reduce the wait time for our customers. Thanks!

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an adjustable base bed last Aug, the remote is garbage and barely works. It stopped working completely in May. If I would have known what an absolute joke the customer service **** is, I would have never purchased this to begin with. It takes being on hold for over an hour to get anyone to answer. I was told when I called In May I would get the replacement remote within 5 days. It's now July, so I called and waited on hold again. This time I am told the order was never released. I asked for a confirmation to be emailed and they can't even provide that! It's 2022, you should be able to provide a confirmation of some kind to your customers. So now I have to hope that maybe this person did their job and I won't have to call yet again! Oh and to top it off, the rep hung up on me!! Horrible customer service!!

  Business response

  07/27/2022

  ********************, I'm very sorry to hear about the issues you've had in trying to receive a new remote. I reviewed the tracking information and see that it was delivered on July 11, 2022. According to our records you were sent confirmation of your purchase to the email you provided. Unfortunately, we are not able to send a confirmation until your method of payment has been processed. Once payment is processed, we are able to send confirmation via email to the address that we have on file. We are experiencing longer than normal hold times and I know that it's frustrating to wait longer than necessary. We are working to increase our staffing to resolve this issue. We've also met with the representative that you spoke with, and she has been formally addressed. Thank you for your feedback Again, I'm sorry about the delay in your receiving the remote. 

  Customer response

  07/27/2022

  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

  07/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact Leggett & Platt since August of 2020. I have a remote control, serial number *************, for their Flex Fit+ adjustable base and it is shorting out. The batteries will not stay in position and sometimes it won't let the base work and it gets stuck with the vibration on or in the up position. I contacted them on their website and received a response on 08/24/2020 saying someone would contact me. I still have not heard back from them and now their contact page on their website will not work. I just need to get a new remote so I can use the adjustable base again. Any help would be appreciated.

  Business response

  07/05/2022

  Ms. Marine, I'm sorry to hear that you are having issues with your remote. I will have someone from my team reach out to you today. The area code the call will be coming from is 336. The employee will first troubleshoot and then if unsuccessful will be able to place an order for a new remote. Have you replaced the batteries? Since you are on the west coast you will be contacted later today. Again, I'm sorry for the issues that you're having. Someone from my leadership team will be reaching out to you today. Thanks!

  Customer response

  07/11/2022

  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,
  
  ****** Marine

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned new parts I ordered on April 24. Today is June 23 and still didn’t receive a refund. I have called them on a daily basis and NO ONE ever answers the phone. I tried emailing them and go an email back saying that was no longer their email. Then I sent an email to the corporate office. No reply. Nothing! I paid over 200 dollars and didn’t need all the parts. They got their unused new parts back and I was never refunded! ??

  Business response

  06/27/2022

  Ms. ******, I'm sorry that you have not been credited for the return of your parts as of yet. In checking the system I do not see where this request was made. I was able to verify that you have in fact returned the parts so I am going to put in a request for the card that was used to be credited. Normally, you should see the credit within 5-7 business days depending on your bank/credit card policies. Again, I'm sorry for the delay you experienced and I'm glad to hear that your base is functional. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an adjustable bed manufactured by Leggett & Platt (L&P) and sold by Sleep Number as a FlexFit 2 split king base. Original purchase was 9/7/2020 and delivered on 9/23/2020. The bed is still under the FLEXFIT 15 year Limited Warranty provided by L&P shown at **************************************************** base is malfunctioning, frequently resetting (often 3-4 times per night) when attempting to adjust the bed via the remote, the Sleep Number App, or the button on the side of the base.I contacted L&P on 3/11/22 at which time they determined that a new control box was required to resolve the issue. An order was placed for a replacement, but I was told that the part was on back-order due to overseas supply issues. I contacted L&P again today (6/17/22) asking for a status update on the replacement part, and the L&P rep was unable to provide an estimated date for fulfilling the warranty order.While I understand that there are global supply issues, I believe that L&P continues to accept orders for and deliver new beds.My question is this, if L&P has continued to ship new beds since I placed my warranty replacement order on 3/11/22, why cant L&P provide an expected ship date for my replacement part order? I assert that if L&P has been able to deliver new beds in the time since my order was placed, then L&P is prioritizing revenue generation from new sales and deliveries over fulfilling warranty orders.Ultimately, my requested remedy is for L&P to fulfill the warranty by supplying the replacement part in a timely manner.The serial numbers for the bed in question are:Left side SN: 0906P01327282 Right side SN: 0906P01322795

  Business response

  06/20/2022

  ****,

  I'm sorry that you are having issues with your adjustable base. The control box has been ordered however because it uses a chip the part is on backorder because there continues to be a chip shortage. This is a Sleep Number part and they are working diligently to get this part back in stock. I did have one of my leaders call you this morning and explain the situation. We are working to get you this part as quickly as possible. We have moved you to the front of the line because of how long you have been waiting on the part. When the warehouse receives the next shipment of this part one will be boxed and shipped to you.

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it, contingent on the part being fulfilled within the next 2 weeks as indicated by the representative that contacted me on 6/20/22.

*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. ↩