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:01/25/2025

  Type:Service or Repair 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.

  The mattress has sagged over 1.5 inches after just a 3-4 years. ********************** promised a 10 year warranty according to their website and it was the only reason I bought this mattress over other mattresses. I filed a warranty claim but I have received no response for over 2 weeks now. I have called their contact number multiple times during the past 2 weeks and during their business hours but they never pick up my phone.

  

  Business Response

  Date: 02/04/2025

   Hello,

  Thank you for sending the notice of complaint. This is the first notice the company has received. A resolution was addressed with the customer today. 

  Thank you,

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

  Customer Answer

  Date: 02/04/2025

   
  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:01/13/2023

  Type:Customer Service 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.

  On May 23, 2020 my husband and I purchased a Southerland ***************** (*********************, EPT) and matching TXL ************** ****************** and frame from MARQUIS ********* in ****, ********. After owning the mattress for approximatley 12 months it was evident that there was sinking occurring on both sides of the mattress. We revisited the place of purchase and explained the issue. The manager explained that there needed to be at least 1-1/2 inch indentation before any warranty could take place. The manager explained how to measure and take pictures and I did. At that time the indentation was only one inch. At 15 months I took the measurements and pictures again, at that time the indentation was at 1-1/2". August 2021 I filed an on-line warranty claim on Southerland's website. They actually responded and told me to go back to the place we purchased to file warranty. Due to unforseen family circumstances I was unable to return to the store till months later. Then the store had changed ownership (same manager) and said they couldn't help me because they don't sell that brand anymore. I was able to contact Southerlands and someone (*****) emailed me a warranty packet. I filled out the information, attached all the required photos and emailed the warranty packet December 14, 2022. (By October 2022 the indentations on the matress had DOUBLED in size to 3 inches! It is like two giant bowls on our matress where we sleep, this is even after we have taken care and roatated regularly as per manufacture instructions.) I never received an acknowledgment of receipt of the warranty packet. On January 4, 2023 I FINALLY got hold of someone after numerous attempts and they said it would be three to five weeks before they could look at my file. Since January 4th I have made over a dozen phone calls to Southerlands and there is NEVER an anwser. I leave a message requesting a return phone call, a follow up, just SOMETHING! A big ticket item deserves service!

  

  Business Response

  Date: 01/23/2023

  I would like to apologize for the delay in this warranty review and the lack of response of telephone calls.  We have experienced employment problems as every other company for a period of time.  Let's review the Southerland Warranty

  for defective workmanship or materials are covered by repairs or replacement at our option.  That being stated, we are willing to repair the mattress at our ******** plant.  You will have to pay the transportation cost to our plant and

  return to your home.  The location of our ** plant is ****************************************************************************; 73127-6343.

  Thank you
  

   

   

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18809775
  
  I am rejecting this response because:

  Of course, returning our mattress to the factory for repair would be the warranty option of your choice. It is absolutely the most inconvenient option for the customer and takes absolutely nothing on your part. Except for the factory workers to replace the defective materials provided to them by the company in the first place. It is obvious that you choose to make filing a warranty claim for the customer as inconvenient as possible.  With this type of policy you are not ethically fulfilling your warranty obligations.  I do have some questions I would like to have answered regarding my mattress warranty:
  1) How many people can just load up a king size mattress in their car and drive it to the factory for repair? Do you assume your customers own moving trucks?

  2) You offer NO type of covering for the mattress to be transported.  Do you think your customers just have big mattress size bags lying around?

  3) How long does it take to have a mattress repaired?  What are we supposed to sleep on while our mattress is being repaired?  Do you offer a replacement to your customer in the meantime?  None of these matters to a company who doesnt care about their customers. 

  4) Do you have ANY idea how much it costs your customer to ship a **********************? Heres a quote from Fed-Ex just in case you were wondering:  By the way this is the least expensive option available.
  ARRIVES ON
  Fri, Jan 27
  DELIVERED BY
  3:00 PM
  FedEx 3Day Freight     $1,715.28
  
  The cost of shipping a mattress is way MORE than the cost of the original mattress.  Oh, and yes, then have it shipped back to our home.  Nearly $3,500 in shipping costs to repair a $1,200 mattress.  How does this make any sense at all? It doesnt!  We know you dont have any control over shipping costs, but you need to consider this before you ask a customer to ship their **********************!
  
  It seems your policy is to create the biggest inconvenience possible for your customer so they will not pursue a warranty claim. If your product delivered the quality as your marketing claims  and you actually stood behind your product, we would not be having this conversation and perhaps you would have a repeat customer.  But as of now, that is not the case, and we are definitely advising our family and friends that this is not the company to purchase any bedding from. Which is highly disappointing because we were excited about purchasing not only a made in *** product, but also one manufactured in our state.  Very disappointing how little you value your customers who choose to spend their hard-earned money on your products.
  
  Interesting fact, the previous mattress we owned (NOT a Southerland) performed very well for over 20 years without a single issue!  The only reason we purchased a new one is because we finally had space for a king-size bed.  Unfortunately, it has been a king size disappointment.  We wanted to like this mattress and we did for the first 9 months, but the past 23 months have produced nothing but disappointment and too many painful nights sleep.  
  

  Either refund my purchase price or send me a new mattress.  Even if it is shipped to a local furniture store we can make the arrangements to have it delivered to our home. It is just not finacally  reasonable for us to ship it to the factory for repair. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/31/2023

  `Our customer service review department has decided to offer ************** the following option for her issue with this mattress. Southerland is going to replace her ******************* Box Top with new bedding.  This item will have the same components as the previous mattress.  However both the side and top panel will be a different material.  Our company has changed the line and we don't have that fabric in our stock anymore. 

  We will ship this to your home from the ************* plant.  The cost of this freight will be $200.  Once we have received this payment from ************** the bedding product will be produced for the customer.  The proposed turnaround time for the manufacture will be within 2 weeks of payment.
  

  Customer Answer

  Date: 02/02/2023

   
  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.

  Thank you to the Southerland **************** Deptartment for replacing our defective mattress under warranty.   I will gladly send $200 for freight charges from the ******** factory to  my home.  Please advise an address to mail your check to. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2023

  The $200.00 payment for the freight should be forwarded to

  Southerland Inc

  PO Box 269

  Antioch, **  37011

  Attn: ***************************

  Please note freight payment for warranty on the memo line of the check

  Also, please put note with you current address and phone number for carrier

  Thank you
  

   

• Initial Complaint

  Date:07/28/2022

  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 purchased a Southerland King size pillowtop mattress from a Southerland retailer in May 2018. I have the tags still on the bed to show it. Over the past 2 years it has started gradually sagging and now sags so much I have to sleep on the floor or recliner because I have such excruciating pain when laying on the mattress. So much so that I can barely walk in the mornings, and I am a healthy 32 year old! I have spent hundreds of dollars on chiropractors and massages and mattress toppers because of it. I've tried numerous times to call the company and it always goes straight to voice mail and no one calls me back. I'd like to be contacted to find out what the mattress is made of, so I can NOT buy this kind again, and to find out about exchange or refund options. This company needs to have much better customer service and better products.

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/02) */ I have attached a copy\2 of the warranty packet that needs to be completed by Ms. *****. Please have her send the completed form to your attention. After we have this information, we can respond properly to this complaint. Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I read the warranty packet and we have followed all guidelines as to the care of the mattress, bed frame and foundation; however the cost and trouble associated with having to carry the mattress, find transportation for it, box it up and pay for shipping to return it "for inspection" is too much of a headache to invest in when the outcome is not even guaranteed and we no longer even trust this company's product anymore. We've therefore decided to purchase from a different company. Very sad as we were told with proper care this mattress should last ten years. Their warranty should include sending a person to inspect the mattress and/or pick it up. But I can't say I'm surprised as this company does not even answer their phone. Business Response /* (4000, 9, 2022/08/03) */ Our company doesn't have any information from Ms. ***** to make a decision on this claim. We are willing to work with the retailer if she will submit a photo of the law tag that she states is attached to the merchandise. Thank you