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:04/12/2025

  Type:Delivery 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.

  We purchased two comforters from Linenspa (Order #*********). We received two comforters but they were not what we ordered. We have emailed a number of times and got one response asking about damage. We explained no damage, we got the wrong items, and wanted to return them and get a refund. The phone number for this company does not work.

  Business Response

  Date: 04/14/2025

  We asked the customer to provide us with photos of what they received so we can confirm if what they received was incorrect or not. We also handle all claims through email as we do not have a number for them to call. 
  
  We will continue to assist them through our own channels. 
  
  Best, 
  Linenspa Team

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23196323
  
  I am rejecting this response because:

  The business sent us the wrong items. 

  They asked for photos but we do not have the ability to provide photos. 

  They said we could return the items.  The business says the customer has to pay the postage.  I took the items to a *** store and was told the cost would be $83.  That is what the items cost to begin with.  

  Since the business sent the wrong items I feel they should be responsible for the costs. 

   

   

  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/21/2025

  We have reviewed the customer concerns and determined that a full refund without having the comforters returned is the most expeditious way to get this resolved. We will also get our listing updated to reflect the correct sizes for the comforters. 

   

  Thanks!

   

  Linenspa

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  On 1/24/25 Sent email to their company email for warranty claims at *************************************************************,*********************************************************,*********************************************** Still did not have return emails or phone calls 2/19/25 fill the complain on BBB

  Business Response

  Date: 02/21/2025

  Due to a high volume of customer requests, a response may take longer than usual. We will work with this customer through our own channels to resolve their issue. 
  
  Best,
  Linenspa Team
  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22965445
  
  I am rejecting this response because:

  No solution for my issue 
  
  Sincerely,
  
  Fan Bu

  Business Response

  Date: 03/04/2025

  We respond to emails in the order that they are received in. Because of that, responses may be a bit longer than expected. We are working with this customer through our own channels to resolve their claim. 
  
  Best,
  Linenspa Team

• Initial Complaint

  Date:12/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/15/2024

  Type:Service or Repair 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.

  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

  Date: 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

  Date:01/10/2024

  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.

  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

  Date: 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

  Date:06/13/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/20/2022

  Type:Sales and Advertising 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.

  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

  Date: 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