Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased two 3 inch thick Linenspa mattresses toppers through their website. They were delivered to my house on December 4, 2024, where I immediately opened them and followed the directions for the mattress toppers to expand. On December 6, 2024, I contacted Linenspa to complain about their mattress looking the same as the day that I unboxed it. They were only a half inch thick. I sent pictures of the mattress topper and sent a copy of the receipt to their email as they requested. After not hearing from Linenspa, I sent a second email and still have not received a response. It is now December 11, 2024. I want to return the mattress toppers for a full refund.

  Business response

  12/18/2024

  We respond to emails in the order that they are received. Because of that, responses may take a bit longer. We got back to this customer 12/13/2024 and provided them with expansion tips to help the topper to expand.  We will continue to assist  them through our own channel to resolve their issue.
  
  Best,
  
  Linenspa Team

  Customer response

  12/18/2024

   
  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

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 15, 2023 I purchased a mattress topper from ****** and began using it shortly after. However, about three months later, my husband and I started experiencing lower back pain. After trying various treatments, including physiotherapy and chiropractic care, we discovered that the pain persisted.We decided to stop using the mattress topper, and since then, the pain has completely disappeared. Given this, we believe the mattress topper may have contributed to his discomfort, and we no longer wish to use it.The mattress topper is in perfect condition, and we would like to kindly request a return. Could you please advise on the next steps for returning the item, even though it has been over a year since the purchase?This is the email I sent to Linenspa. They returned many emails saying:We are sorry to hear that your Linenspa topper is not working out. Where you made the purchase through ******, you would need to contact ****** to do a return. This is because your order was fulfilled by ******. That means they shipped your item from their facility. ****** should be able to provide you with the best solution on this specific order as they have full access to your order ************************ from their side said that Linenspa has warranty and I am covered by it.Again I was going between Linenspa and ****** without resolving the problem.I can't use the mattress topper and can not sell it, I tried since September. The last email from Linenspa said:Hello ******,We have been very clear that we have no options to assist you further. We are sorry that the topper did not work out for you. Again, we hope that you can find a use for the topper. Thanks!Ben

  Business response

  12/09/2024

  We have been working with this customer through our regular channels. Where they are outside of the return period, as they have had it for a year, we are unable to accept a return as our warranty does not cover returns. 
  
  Based on the photos we received, there wasn't a warranty issue present with the topper. Their issue would be personal comfort and that is not covered under the warranty nor is it something that we would address after a year of ownership.
  
  Any comfort based issues, should have been taken up with ****** during their 30 day return period that is offered. 
  
  Best, 
  Linenspa Team
  
  

  Customer response

  12/09/2024

   
  Complaint: 22657014
  
   As I mentioned previously, it took several months for us to identify that the issue we were experiencing was due to the mattress topper. For the first few months, we didnt realize the topper was the source of the discomfort, as it only became apparent after continued use. This is why we didnt contact you within the 30-day return window, and were now hoping to find a resolution.
  While I understand that your policy is to cover manufacturing defects, I believe that the product's performance should also be taken into consideration, especially given that it caused ongoing discomfort over time. Im hoping you might reconsider the situation, as it feels unfair to be limited by the 30-day return period when the issue only became clear much later.

   Sincerely,
  
  ****** ********

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Linenspa bed frame through Amazon for $310. When the bedframe was delivered on 03/10, one of the bed frame legs was damage and unusable. I initially contacted Linenspa as they are the manufacturers who hold the warranty for the bed and replacement parts. I requested a replacement leg. I received an e mail almost immediately that stated that Linenspa isn't responsible for the bed, Amazon is responsible to replace the part or the bed. The bed is warrantied under Linenspa and they alone can provide a replacement part, which is what I requested. Amazon also tried to contact Linenspa and was directed to "send an e mail" regarding the issue. I was also told I can purchase a new leg from Linenspa when the bed is brand new, arrived defective, and is under warranty. I was also told I can have an entirely new bed shipped to take the leg to replace the missing leg, then ship the rest of the new bed back to Amazon. It's absurd. All I want is one bed leg!!! No one seems to be managing this company's production or its returns. How can the refuse to provide a "warranty" on an item that is manufactured and shipped to Amazon and then passed to customers with defects? Hiding behind Amazon isn't a solution nor is hiding behind email.

  Business response

  03/18/2024

  This customer purchased their Linenspa product on 3/8/2024 from Amazon. Since their purchase was made through Amazon, we let them know that they would need to contact the point of purchase directly for further assistance on getting a replacement. 
  
  The reasoning is because they are within their return period with Amazon and they handle all issues within the given return period of the product. 
  
  While there is a warranty on the item, we would handle all warranty issues after the customer is outside of any given return/exchange periods offered by the place they purchased from. 
  
  Thank you, 
  Linenspa 
  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a mattress from Linenspa. When I bought it, It said it had 10 years warranty. 3 months later the springs started to stick when compressed. All the time when I turn the springs stick and sometimes when they decompress, they pop up and hit me while I am sleeping, this is causing me a serious back pain, and discomfort. I went to walmart and they said it was because the mattress was new, that I needed to wait; However, I am still having the same issue. I reached out to people from linenspa, and they keep asking me for more and more pictures. I provided the pictures under the request *******, but to get pictures of the springs I would have to tear the fabric. I will appreciate it if you can help me to get the compliance of the warranty. Thank you for your help ****** ****** 

  Business response

  01/24/2024

  We have been working with this customer on a warranty claim on their mattress. Our warranty covers manufacturing defects from how the product is made. When it comes to handling any claims, we do require specific information and we have not received enough information for this claim. We are happy to work with this customer further through our own channels by contacting us at *****************. 
  
  Thank you,
  Linenspa Team 

  Customer response

  01/26/2024

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

   

  Complaint: ********

   

  I am rejecting this response because: I was requested to send pictures of the problem. The problem is spring related since they stick when compressed;therefore, to show that the springs are sticking I would have to tear the fabric for the spring to be noticible and see if they want to comply with the warranty. I attached the pictures I have sent to the company proving It is one of their mattress. 

   

  Sincerely,

   

  ****** ****** 

  Customer response

  01/31/2024

  Good afternoon. I have attached again the pictures in a pdf file and I also send them to the following email: *********************. Thank you for your help.

  Business response

  02/07/2024

  From what has been provided, we do not see an issue. If it cannot be seen through a photo, a video can be provided of the issue. We are happy to assist further through our own channels at *****************

  Thank you,

  Linenspa

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: The main issue is INSIDE the mattress. It is where the springs are located. To make it even more clearer for the company, I have said several times that in order to record a video or take a picture of the springs, It will be necessary to TEAR the fabric. You are more than welcome to send somebody to verify the condition of the matress to make sure it is defective. Please stop asking to rip the fabric unless you pay for it. It is all messed up already and I will not get it even worse since I can not afford to buy another one. I appreciate BBB mediation. Have a great day.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased adjustable king ******** frame that arrived late November 2023. The remote controls are defective. So the bed does not adjust. At all. Ive emailed three times and gave proof of invoice model number etc. Only response is an email saying too busy to respond. I want my money back or a new remote

  Business response

  01/22/2024

  We have been in contact with this customer since 1/9/2024 and working with them to resolve this issue through our own channels. 
  
  Thank you,

  Lucid Team

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business on Amazon offered me a product replacement for an encasement, but they will not honor this now. I either want a refund or replacement. They are not honoring what they messaged me. Please advise. Thank you.

  Business response

  06/20/2023

  We are sorry to hear that there was an issue. This appears to have been resolved through separate channels with the customer. 

  Thank you,

  ********************** Team

  Customer response

  06/21/2023

   
  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.
  
  *******************************************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Iv yriedbto make a warrenty claim because i was 1 sent the wrong matressbi ordered and 2 the sides are caving in . I sent a photo of the side of the bed . The response i got was that my bed had a stain on it and had a photoshop tag . Unfortuanantly i dont think they are looking at the correct photos becaise i didntbsend them a photo ofbthebtop ofbthe bed only the side and i didnt file a claim for a stain. Im not sure they are looking at my photos. Additiinally it may be common sense where they need photos and such but unfortuanantly they dont list that as a thibg that even had to be done . Regardless of the damage i wasnt sent the correct item and id assum that shoukd ve reason enough. This matress didnt hold up 6 months even and im not a amature wrestler .

  Business response

  07/21/2022

  We are continuing our conversation with the customer though our normal customer service channels. We have denied this customers claim due to the staining that we can see present on the top of the mattress. 

  Thank you 
  Linenspa

*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. ↩