ComplaintsforLeggett & Platt Inc

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a bed for my grandmother about 8 years ago. The bed stopped working about 3 years ago. We have tried to call the customer service number many times and are always put on hold for over 15 minutes before the call just disconnects. We would like either a technician to come fix it or get us a replacement part.

  Business response

  05/11/2022

  I'm sorry that you have not been able to speak with a representative to get your issue resolved. Our contact center is open from 8am - 8pm EST Monday - Friday. Our phone number i* **************. We did try to reach you at the phone number listed on your complaint but were only able to leave a message with our callback phone number. The best times to call are between 8am - 9am and 7pm - 8pm EST. The best days to call are Wednesday - Friday. Thanks!  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased adjustable base from leggett and platt April 2021. Called Leggett and Platt 12/10/2021 about adjustable base that stopped working and collapsed in the middle. Representative ****** ******** requested I send an email with photos for claim, email sent 01/28/2022 with no response from ******** 02/19 called Leggett&Platt about status of claim approval due to not receiving an update about the delivery of a new adjustable base. Spoke to rep ******* ******* who reached out to original rep who submitted the claim, at 11:25 am same day I was advised the person who approved the claim does not work weekends. Is going to try and locate the information an alternative method and will report back their findings. they were able to get in touch with Rebecca and the claim is processed and is in the process of being transported. They are experiencing delays due to white glove assistance with the delivery QC. Asked for a claim number, no claim number. Asked if it is going to cost for delivery, will not cost me anything for installation. Technician will contact me about setting up appt to set up the base. No update since then about bed status. No delivery. On 03/22 called to get information on the QC status of the bed replacement. Representative advs the claim was resubmitted and accepted 02/19. Would take 4-6 weeks for delivery and QC, rep attempted to find out information in regards to shipping status. Rep determined the shipping status is difficult to get an update on it. Stated they’ll do their best to prioritize the shipment. No eta available. Currently in week 5, reach out if base isn’t received by April 2022. On 03/25 received email in regards to technician assigned to job. Still no bed. On 04/08 Technician called to schedule service for the bed. Have not received the bed. On 04/08 called leggett to get proper eta, said I have to wait an additional 4-6 weeks from 03/23. Rep Was rude, asked for a supervisor rep refused and hung up. Had to call back, no one picked up.

  Business response

  04/11/2022

  We are very sorry to hear about the issues you've had with your adjustable base. The base was delivered to the technician on 4/1/22. The technician is scheduled to come out to your home on 4/11/22 to deliver the base. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December of 2020, I purchased a Sleep Number ** *** Bed due to having to sleep slightly elevated due to 4 surgeries. I do love my bed - UNTIL last month. On March 26, 2022 - I noticed my bed was raised on the side I do not sleep on. I do not have a split King so I was a bit perplexed. Tried to put the bed flat, it thought it was. This was on a Saturday night so customer service was online only. After trying to reset the bed 3 times - it only got worse - it kept going up on that one side only instead of down until it was all the way up. Needless to say, I could not sleep on bed. This is when I found out the mattress is Sleep Number and the base is Leggett and Platt. I called Leggett and Platt and found out the foot actuator out (AFTER 15 MONTHS!!!) AND I only use the foot part if I am sitting up in bed on the weekends watching TV. They wanted to charge me $186 to come out just to flatten it!! AND I had to but the part because is was past 12 months! Sleep Number actually sent someone out to flatten the bed for free until I got the part. I got the part in and had to pay the almost $200 for them to come out and replace it. Not one person cares that I paid almost $8K for a bed that broke in 15 months and I couldn't even sleep on it until they came out, pulled the pin and removed the bolt until the part came in. There is no customer service with Leggett and Platt!! They are awful! They do not care that the quality of their base is awful! I plan on letting anyone I can know NOT to but their product which unfortunately means not buying a Sleep Number bed. They should have sent someone to my house for FREE - not $200 and the cost of the part. I want the money back that I spent on the part and service! If my bed was old - I would not be complaining!

  Business response

  04/13/2022

  We are very sorry that you've experienced issues with your base. The base was purchased in 12/2020. When the customer called in with her issue the base was already out the first part of the warranty. The terms of the warranty state the customer would pay a prorated fee for the parts and would be responsible for having the parts installed. The customer was given the name & phone number of a tech in her area to go out to lower the base as well as install parts. There is no refund due

  Customer response

  04/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  I realize the bed is 15 months old but I paid $8K for a bed and didn't expect the base to break - especially the part I don't use much.  Sleep Number has worked with me and charged me nothing for them to come out to at least flatten it so I could sleep on it.  I am just extremely disappointed in the quality of this base!  It should last 10 years!

  I don't mind put my complaint out on social media to tell people to stay away from this company!
  

  
  
  Sincerely,
  ****** *****

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Sleep Number 360 Flexfit bed with the Leggett and Platt Adjustable base on April 10, 2021. All was well until January 11, 2022 when I needed to keep resetting the base. Later that week, the base went out completely (my bed was only 7 months old and I was still paying on my loan, though I also had put down $5000 cash). I called Leggett and Platt on January 22, 2022 (it took that long to get the right contact company). They had me go "under" my bed to get the serial number (or they wouldn't help me). Since I can't fit under there, I twisted and turned using my phone to get the number (in the meantime I fractured a rib). They got my warranty set up and said they would get the order in asap since I had the codes for what had gone wrong. I didn't hear anything back so tried again on January 27, 2022. I was told that the work orders had gone in and they had everything in stock in their warehouse, so it was just a matter of getting the parts to the technician. I was supposed to hear from a technician by February 10, 2022. On February 11, 2022, I received an email stating who my technician was and that he would be calling me within 48 hours to schedule a meeting time. I didn't hear anything, so I called him directly on February 17, 2022. He said he wasn't home but had received notice that he had a package waiting at home and since I was on vacation last week, he'd call and schedule a time if it was my package. I waited all week and heard nothing. I just called Leggett and Platt again to find out what is going on because we're almost two months with a defective base. They looked up my case and stated that they don't have any parts available, they don’t know what happened to the parts I was supposed to get and they won't have anything available until possibly June or July 2022!!! At this point, I asked when the parts came in, can the technician come immediately. I was told that I would have to start the whole process over again with a NEW work order.

  Business response

  04/22/2022

  We are sorry to hear about the issues you are having with your adjustable base. In order to assist with trouble-shooting we need to have the serial number(s) on your base(s). The parts that are required to fix the issue that you are having with your base are out of stock. We are currently working to see if there is any way we can get the parts necessary to complete the repair on your base. These are Sleep Number parts. Someone will be in contact with you next week to provide an update. Again, I'm sorry that you are having to wait on parts. 

  Customer response

  04/22/2022

  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, IF the company contacts me with a date to get this completed.The serial number is *************. The codes I got for the adjustable base are: ***** ***** ***** *** *****
  Sincerely,
  
  ******** *****

  Business response

  04/26/2022

  The part necessary to repair your base is and has been out of stock. This is a Sleep Number part and we are trying to see if we can secure one this week. Your warranty does not cover replacing your base when parts are out of stock. We will contact you this week to let you know the next steps.   

  Customer response

  04/26/2022

  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 EXCEPT for replacement parts are not covered by my warranty. In every call I made to Leggett & Platt, they always said I didn't have to worry because the  parts were covered since I made the original request back in January. My local Sleep Number store continues to sell the same bed I have and people are getting the bed within a month's time, so there are parts out there because they continue to build the beds. I look forward to being contacted.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have a Legett and Platt adjustable base built in 2018. The legs have come off and its is very dangerous. This heavy bed did fall to the ground. If a pet or human was under this it could be catastrophic. I know of a friend that has the same adjustable base and same happen to them. This is a serious design flaw. Leggett and Platt has to know about this design flaw, because they have completely reengineered the new S Scape. Instead of them recalling this bed. They want to fight you. If they recalled this horrible design and take a tax credit for issuing out new adjustable foundation. They want to fight. Not only would recalling this horrible design. They would mitigate their insurance companies losses for major injuries. This company has only their interest at heart. But they arent seeing how they could profit from their mistakes

  Business response

  03/17/2022

  We reached out to the customer today and had to leave a message. 

  Customer response

  03/23/2022

  Complaint: ********
  
  
  I am rejecting this response because: this situation is still unresolved
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a bed from ***** ****** about a year ago. The mattress is by ***** ******, the adjustable base is by Legget & Platt. The base keep malfunctioning as it will not adjust and gives an error code. I have reached out to ***** ****** a few times to assist but since it is a base issue I was referred to Legget & Platt. Let the problems begin. Called customer service in December was told we would be contacted by a local tech in 5 to 7 business days (by 21st) no contact. Called customer service back again Jan 7th, was told would get call from local tech, no call back. Called tech, no answer, voice mail full. Called customer service back again Jan 15, was finally able to speak with tech, says was leaving his shop within the hour, would call back with appt date and time. No call back. Called customer service again on Jan 18th, spoke with tech says appt Jan 19th between 1pm and 5pm. At 5:06pm called customer service again, hadn't heard from tech. Customer service tried reaching the tech, could not after few attempts they were able to reach him. Tech says he thought the appt was Friday 21st and asked cust service to send him the work order. Cust service said if I don't hear from tech within 30 minutes call back. Called back and got ******, she was rude and defensive of the tech. Asked to speak with manager, she left me on hold for over 5 minutes then came back and says no manager available, tech will be there soon. Asked again for a manager and she rudely said there is not one have a great day and hung up. I am disgusted by the way my service request was handled by the tech and customer service rep ******. I need that call with her pulled 1/19/2022 ~ 6:09pm EST. Tech arrived finally around 7pm to fix issue and says the right side motors have been an ongoing issue with the bed frame. They get numerous calls about fixing it.

  Business response

  02/11/2022

  Thank you for bringing this complaint to our attention to allow us the opportunity to respond. We take the safety and quality of our products very seriously.

   

  We understand Ms. *********’s adjustable base was serviced and repaired to her satisfaction on January 19, 2022, later the same day she submitted her complaint.  We have received no further contact from the customer and are aware of no further issues.

  We take these matters very seriously, so please let us know if you need any more information we will be more than happy to assist.

   

  Regards,

   

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

  Warranty Services

  Contact Center Manager 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We received our 7300.00 Sleep number I8 mattress along with a adjustable base that comes from Leggett and Platt on Sept 30 2021. Within two days, the base would not go up and down. I called numerous times to Sleep Number, and they informed me that the base was handled by a third party(Leggett and Platt). I have called Leggett and Platt 7 times and have been on hold for over a hour most times. The two times I got through, I was told that my actuator was bad. This was Oct 4. They never sent the actuator. I called back over a week ago and finally got through to someone, and they promised that I would receive the actuator in a expedited basis. I am still with a bed that doesn't work and still on hold today for over an hour again trying to find out when my actuator will get here. Supposedly once it gets here, I can call (and wait on hold well over a hour again) to schedule a technician to come out. To make matters worse, I have had problems with the sleep number I8 mattress as well, as the pump wasn't working.. All this in the first few weeks of ownership. At least Sleep Number sent a replacement pump that I installed. Had I known I would be forced to work with two vendors(one who never answers the phone or fulfills the promise of sending a part), I would have never purchased from Sleep Number. I am still listening to their music for over an hour again(twice today as I hung up the first time). Make sure before you buy from Sleep number that you know that their partner is horrible at resolving issues with the bed that you are forced to keep even if you don't like the mattress.....

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 6 year old Leggett and Platt adjustable bed that has now broken for the 2nd time in 6 years. My frustration is in trying to reach them to get this resolved. If you try and call their customer service number you are on hold forever. I have tried in the last 2 days to reach someone to no avail. 30 minutes yesterday... 20 today. I finally called their corporate number and was told that I am calling during busy times. What?? I called at 4:00 on a Monday and 11:30 on Tuesday. Not a good answer. She then said she would have someone call me.. Sadly I was on phone with a client and couldn't answer so now I am back to square one. With the message saying call the *************************************************************************************************** the part. ( Which I did provide to them in an earlier conversation but apparently got lost.) There has to be an easier way and the response from corporate about calling during busy times is not acceptable. Please help

  Business response

  09/29/2021

  The leadership team in the ******************* will be reaching out to **************** this morning at the contact information provided.  We will ensure she is provided with all necessary contact information to directly reach a member of our team in the event future communication around this topic is needed.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a new queen mattress and adjustable base from Mattress Firm. After it was set up, the bed appears quite high as the frame itself was higher off the ground. It appeared advertised that the base was adjustable in height also. The book did not say anything about that so a call was made to customer service in which we were told to just push in the pins on the legs to adjust. We turned over the entire bed and frame and the legs had no such pins. We called and were first told they used to have the pins up until 2019 then another rep named said the frame was never produced with the pin legs. We then were told the different sizes we could order and told that we could order the pin legs as an option. We ordered 2 sets pin 8/20/21. 4 legs were able to go on but 2 were not able to go on fully.They sent a tech out 9/20/21, he was behaving odd at our home and having difficulties speaking to a rep (*******).She was yelling at our elderly parent and he said we were sent incompatible legs

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an adjustable bed made by Leggett and Platt. I contacted them regarding two remote controls that are not working. Without the use of the remote, having an adjustable bed is pointless! It has been 6 months, I spoke to TWO customer service representatives, sent in photos BOTH times of my remote controls. They claim that they will sell them to me, then I NEVER GET ANY FURTHER THAN THAT. NO one contacts me so i can purchase the remotes, I dont get a invoice I can refer to so I can call and buy them. I need these remotes ASAP. My bed is STUCK in a very uncomfortable position and I am MISERABLE. The last person I spoke to was ***************************. Her email is ****************************************** ****************** *************. All I am asking is for two remotes this should not take over a year. Terrible, terrible customer service.

  Business response

  09/01/2021

  Good morning,

   

  We are showing record of having unsuccessfully reached out to this customer on three different occasions, but unfortunately could not leave a voicemail due to a full inbox.  We have instructed our Warranty team to send out 2 of the remotes for free and going to upgrade the shipping to Next Day Air. This order was entered and released for shipment yesterday, 8/30/21. We have still yet to hear from the customer.

  Customer response

  09/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I do point out that I have zero messages, I reached out several times and waited on hold inst 30min. But they did send out the remotes which I needed. Thank you

*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. ↩