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Business Profile

Furniture Stores

Long's Mattress
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Long's Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:08/02/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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,

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

    Long's Mattress is BBB Accredited.

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