ComplaintsforLeesa Mattress & Bedding

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for 2 pillows on 6/30/22 (#XXXXXX-US) and emailed Leesa asking for a refund for the foam pillow which cost *** + tax. The website explicitly says you can get a free refund within 30 days if you do not like the product. I contacted them for the refund on 7/2/22 and was told I could donate it and provide them with a donation receipt to get a refund. This is not a listed requirement on the website. I explained I did not have free access to drive to a donation center and asked them provide me a label to send the pillow to wherever they wanted it. They said they would provide a label on 7/5. Unfortunately, they did not provide a label on 7/5 so I emailed a follow up, They did not reply. I sent another email on 7/6 and they did not reply. I placed a phone call to their customer service line and was told they would respond to my email and follow up. Despite this, they did not follow up. They have not provided a label or issued the return. I would like my refund to be honored. I have a screenshot of their return policy.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/12) */ Customer purchased on 6/30/22. Customer reached out on 7/2/22 to initiate a return. Customer was asked to donate. Customer responded back at 8:14pm after hours that they wanted a boxed return. Customer was responded to on 7/3 that we would be sending out a return label. Customer received full refund on 7/8/22 in the amount of ****** on PayPal Express Checkout at 2:46pm

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a king-size mattress from Leesa Sleep LLC. The mattress includes a 10-year full replacement warranty. The mattress arrived and the proper foundation was installed. This Limited Warranty covers the following instances during normal use: a) Deterioration of the mattress resulting in a visible indentation greater than one (1) inch that is not associated with an indentation or sag as a result of an improper or unsupportive foundation or base. Normal wear requires that a purchaser's mattress be continuously supported by a matching, solid foundation, base, or frame substantial enough to support the mattress and occupant(s). b) Any physical flaw in the craftsmanship of the mattress that causes permanent damage to the memory foam despite proper set-up and normal use. c) Any physical flaw in the craftsmanship of the cover, including seams and zipper assembly. Leesa may, at its own option, repair or replace the cover provided on the mattress. In the event that Leesa replaces the mattress cover, Leesa will replace it with the current style of cover available for the mattress, which may be of a different color, design, or material than the original cover provided. In less than 4 years the mattress has developed a significant indentation in the middle. I sleep alone, am under 230 lbs., and sleep in the center. The slump is extremely uncomfortable rendering the mattress unusable. I contacted ******* 2/20/2022 via a website form submission. He replied by email requesting pictures of the mattress and surrounding foundation. I sent the photos as requested. His reply was this... When it comes to foam mattresses, softening is expected to happen over time. From the initial looks of it, there doesn't seem to be any defect issues with your mattress. In order to be approved for a replacement under warranty, there needs to be an indentation 1" or greater, which is not present here. After reviewing your photos, we believe we have some recommendations that

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/04/15) */ As outlined in the complaint, This Limited Warranty covers the following instances during normal use: a) Deterioration of the mattress resulting in a visible indentation greater than one (1) inch that is not associated with an indentation or sag as a result of an improper or unsupportive foundation or base. Normal wear requires that a purchaser's mattress be continuously supported by a matching, solid foundation, base, or frame substantial enough to support the mattress and occupant(s). b) Any physical flaw in the craftsmanship of the mattress that causes permanent damage to the memory foam despite proper set-up and normal use. Mr ******* contacted ***** sleep in May of 2019 with a complaint regarding a lump in the center of his mattress. While talking to the ***** colleague it was discovered that the base that he was using was causing the defect and was suggested that he add a 3/4 piece of plywood to fix the issue resulting in the base that was selected. Based off the pictures that were provided, he is now using the proper base for the mattress, however, as outlined above, Mr ******* provided pictures that did not indicate an inch decompression and would not be eligible for a warranty replacement. The lump that he is experiencing is result of the base that was used for several years resulting in deterioration of the mattress. Mr. ******* has the following options. 1. ***** can offer *** off a new mattress purchase that is covered under the warranty for 10 years. 2. Purchase an upgraded mattress (hybrid, legend) and pay the difference between what he paid for his current mattress and the cost of the replacement. 3. Receive a replacement for the same type of mattress but would not qualify for future warranty claims outside of any defects in the first 100 days. I will email Mr. ****** with the options listed. Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Out of the 3 options given to me the third one works best for me. Please carry-on and a new replacement. I understand the warranty is good for only 100 days. I assume that this is a new mattress. If not, let me know and I'll do something else. Business Response /* (4000, 9, 2022/04/26) */ We will go ahead and send out the replacement to the customer. I have emailed the customer directly with the information provided above and have not received a response. If he can please provide updated information on contact information as well as a delivery address, we can start the process.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased our Leesa mattress in July of 2019. We started sleeping on it when we moved into our new home in October of 2019. Leesa claims a 10 year warranty against defects. Our mattress has severe indentation and sagging where we sleep after sleeping on it for less than 2 years. We are small to normal size people. I have reached out to Leesa and after plenty of time I have received one reply asking me a series of questions, and then nothing after I responded. This is probably just a terrible product from a terrible company. I don't even want a replacement mattress, which I deserve, I want my money back. This is a joke. A 10 year mattress should last way longer than 2 years.

  Business response

  12/14/2021

  Business Response /* (1000, 10, 2021/11/02) */ I have reached out to the customer on 11/1/21 to resolve his warranty replacement request.

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