ComplaintsforLong's Mattress

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We were returning customers to Longs Mattress after a purchase several years ago and had full trust in them. We visited the ******** store and tested mattresses there. On July 7/1/2023 we purchased a mattress after spending a lot of time in the Greenwood store as well trying out the floor models. On 7/18/2023 we received the mattress and the first night the mattress did not feel the same. After a few nights, I was waking up with pain in my hips and back. My husband was having back pain as well. We went back to the store on 7/25/2023 and laid on the store mattress we originally did and in no way did the floor model feel like the one we received. Fearful that their product supplies were inferior now to what the floor model is, we upgraded to another model. We left a message with the owner of the store of our concern that we wanted to talk to him. He has never responded. We even contacted the salesman again and he indicated he would let the owner know to call us. We have yet to receive any communication from them. With their return calculations it feels like a slight of hand with numbers and that we have been through a bait and switch at this point. We have yet to receive the other mattress and have been sleeping on our guest bed because the other mattress is so bad you cant even sleep on it. In fact it is already sagging and this mattress was touted as being approved for arthritis. Since no one is concerned about our issue we do not want to do business with this company ever again and want a full refund. We paid with check and they have had our money with nothing to show for it for a month. If we had purchased with a credit card we would have placed a dispute. ****** learned on our part.

  

  Business response

  08/10/2023

  Hello,  

  In response to customers ****** and *********************** complaint: 

  When the guest came into the store stating that it didn't feel like the floor model, they were given two options: 1) to swap their current mattress with the same model at no cost.2) To do a comfort swap. They opted for the comfort swap. We have a signed contract that outlines all costs associated with a comfort swap. The guest called the owner Wednesday 07/26/23. The owner reached out on Friday 07/28/23 with no answer. The owner talked to guest Wednesday 08/02/23. He offered the guest a refund. There mattress was picked up on Thursday 08/03/23 where guest was given a check for a full refund. 

   

  Customer response

  08/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  We have received the requested full refund 
  
  

  Regards,

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

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The bed was purchased on 3/20/21 delivered 3/26/2021. It is unusable and they tell me they start making lies, we need people to come to your home, your mattress is too old. This is barely 1 year old.

  

  Business response

  04/27/2022

  The ******* bought their mattress on March 20, 2021 and took delivery on March 26th 2021.  We have heard nothing from this customer until they reached out to us last week, complaining about their mattress.  ***, our warranty Manager explained to ************** thatshe would be mailing the a "Warranty request Form".  They need to fill out this form and document what is wrong with the product.  Once we received their Warranty Claim Form back, we would we would reach out to them and schedule an inspection of their mattress.

   

  This is when the whole conversation turned.  They said that is completely unreasonable that someone would have to go out to their house and checkout their mattress. They both have jobs and they have no time to be dealing with this mattress.  we tried to explain to ************** that the mattress had to be inspected before and further action could be taken. (BTW, the product they purchased is the most durable and rugged mattress we offer and it is pretty firm. It's way more likely the bed is uncomfortable -- too firm, than it is that the mattress is defective. We can't know for sure until we inspect it.)  It's unclear exactly what happened at this point.  ************* has claimed *** recorded phone conversation with our salesperson that he was told to not call our Franklin ******** anymore or we would call the police. I can assure that never happened.  He also claimed that we hung up on him. Our peole say he hung up on us.  The recorded phone conversation clearly shows he hung up on our salesperson after says you people can all burn it ****.

   

  The bottom line is the product does have a comprehensive 10 year non pro-rated warranty and we would love to pursue the path.  Unfortunately, I can warranty a product that they won't let me inspect.  All they have to do is fill out the form, return it and let us inspect the mattress.

  I hope this helps yo understand the situation.  Please contact me if you need further information.

   

  Thanks.

   

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

   

   

   

   

  Customer response

  04/28/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find there will no resolution as he cares so little about this that he will lie and im assuming misstype as he says he can warranty without inspection. Either ************** never stated he was mailing out a inspection form, which has yet to come. He told me people would have to come out, never even mentioning the warranty form. ****** also lied in stating his recptionist had given me information that she hadnt.  Theres no reason for me to continue and to just walk away with my losses.
  
  

  Regards,

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

*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. ↩