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:08/16/2024

  Type:Product 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 7/29 and 7/30 I made payment of $1,097.17 and 682.11, respectively. For a beautyrest mattress and box spring. I don’t feel I was ever told they do not except any refunds or exchanges at all. I am unhappy with my mattress and feel I have been duped. I never make such a large transaction and I was desperate for back pain relief.

  Business Response

  Date: 08/20/2024

  I have attached the first order you gave us on 7/29/2024 for a queen size Daisy Firm set, in the amount of $1.097.17. You then came back into the store on 7/30/2024. At that time, you decided to change your mind and purchase instead, the Ocean View firm queen set. You then paid for the additional balance due of $682.11 for the Ocean View selection. (signed credit card receipts, signed invoices, and store policies and procedures are attached). The invoice and the policies and procedures both state that the mattress sale is final.

  I am sorry to hear that when you called, you have now decided that you want a King size mattress, after purchasing your queen size, and receiving a free gift and a free pillow with your set during our Labor Day Event, along with a no charge delivery. If this was your issue prior to delivery, and before the mattress was slept on, we would have certainly honored your request!

  We do not sell used mattresses, so I am sorry that a return/change order, at this point, is not possible.

  Customer Answer

  Date: 08/28/2024

  
  
  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

  Date:04/02/2024

  Type:Product 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.

  2-14-2024
  When returning their product, they charged us for items we weren't charged for within the original transaction. The items were on the invoice as N/C (no charge). This can be resolved by them returning the amount of $617.76.

  Business Response

  Date: 04/22/2024

  Thank you.

  Response to claim #64396382032E

   

   

   

   

  2-13-2024

  ***** and ****** picked out 2 TWXL mattresses from Lincoln Mattress and Furniture. At that time, they also chose 2 TWXL mattress protectors and 2 pillows at no charge with purchase. Normally, this is a standard bedding bundle to make it easy for the customer. But ***** and ****** did not want the standard pillows.

  They ultimately chose premium pillows, and we allowed those to be substituted for the standard pillow normally included.

   

   

  2-14-2024

  All 3 documents were emailed to *** **********. (see attachments included)

   

   

  2-16-2024

  In her email back, ****** stated she signed all three documents, returned them. Both documents, directly below her signature, state that all sales are final, non­ returnable, and non-refundable, and that personal items such as pillows, protectors, blankets etc... are nonrefundable. (the third document was the credit card receipt).

  ****** inquired about a charge to pick up the old mattress. (see attachments).

   

   

  2-27-24

  Since this was a custom order, this is when the final balance due was paid.(see attachment).

  2-28-2024

  One of the mattresses did have a defect. We promptly processed this and offered to order a replacement. They declined saying they did not like the mattresses.

  The mattresses include a 120-day comfort trial period. We have over 40 mattresses on our floor, and they were able to reselect any mattress after trying their mattress for a minimum of 30 days. This is standard practice across the industry as an adjustment period for a new bed.

  Again, the invoice and policy document, both signed by the customer, directly state that 'sales are nonrefundable, and nonreturnable'.

  If the customer cannot find a suitable mattress, we also allow that the credit can be applied to anything else in the store.

  The invoice signed by the customer, states that 'personal items, such as sheets, pillows, mattress protectors, blankets, and comforters are non-refundable.'

   

   

   

   

  At Lincoln Mattress and Furniture, we do try our best to serve each customer to the best of our ability, and recognize that every circumstance is unique. *** ********** were very upset. So, we chose to veer from our no cash refund option as a goodwill gesture to the customer. Again, our policy is that 'in the event of an approved refund, the office will issue a refund check. Service and delivery fees are non-refundable. Restocking fees of 20% will be deducted.'

  The total restocking fees on $3,998 for their 2 mattresses was a total of $799.60.

  Again, we made another goodwill gesture to the customer and reduced the restock fee by 50%, in the amount of $399.80.

  We explained that the pillows they selected and the mattress protectors were at no charge with purchase. After they had slept on them for over 30 days, we could not take them back and they would have to pay for the items they selected, since there was no longer a purchase. We do not 'give away' merchandise when no purchase is made.

  3-26-2024

  The customer agreed to all terms and we arranged for the returns to be at the warehouse in the afternoon.

  Our last interaction with the customer was them returning all of the said items by not going to the warehouse, but by opening the door to our showroom and tossing the items inside towards our staff.

  We did our best to fairly accommodate the customer by 1.) offering a mattress reselection, 2.) by offering a cash option-when that is not our standard policy, and

  3.) by the 50% reduction in the restocking fee.

  There is nothing we can do with used bedding items and they have been dispose

  Customer Answer

  Date: 04/29/2024

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

  Lincoln Mattress stated that we chose mattress protectors and 2 pillows.  That is incorrect, Lincoln Mattress OFFERED these products to ****** via the phone when she called to order the mattresses.  Neither ***** no* *****l requested premium pillows, they were offered during the same phone call.

  Lincoln Mattress stated they reduced the restocking fee from $799.60 (for 2 mattresses) to $399.80 as a good will gesture.  One of the Two mattresses had a factory defect, we should not be responsible for a restocking fee on a defective item.  

  There was no discussion surrounding fees for the protectors or pillows.  The invoice clearly stated N/C (No Charge).

  The items were returned to the same place they were picked up.  Items were not thrown inside towards staff (it would be pretty difficult to toss a mattress). It should be noted, no staff were near the doorway upon our arrival.

  Sincerely,
  

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