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adjustable base from Richmond Bedding and Dormio mattress ordered 09 Oct 2015 08:21 #1

After a lot of research, we finally decided to buy a Leggett & Platt P-132 adjustable base instead of the Prodigy model because we liked the pillow tilt feature. It is a split king and fits inside the king bed frame. We plan to put our new king size latex mattress from Dormio on it. The bases were delivered yesterday, but there is already a problem. When the white glove delivery guys tried to raise the head of the bed (after synching the bases to operate as one), one side lagged and made a lot of noise as it was trying to go up. Then they lowered the head ends and said something was wrong. Then they raised the foot, and again the one side lagged the other. Then when they lowered the foot, the one side stopped lowering, and has been stuck in an elevated position. In addition, the upholstery color of that base is wrong, which I suppose should be a quick fix, but it makes us wonder if they simply sent the wrong base. In any case, it seems defective. The remotes (tablets) are not working at all.

Richmond Bedding has initiated a repair with Leggett & Platt, and I'm waiting for the service person to contact me to set that up. Leggett & Platt Customer Care told me that the retailer is responsible for making sure that the bed worked initially, and it didn't, but Tim, who owns Richmond Bedding, told me the delivery guys only have to set it up physically and make sure it connects to the remote, which it did, and that it's really a repair issue. He seems trustworthy, but now I'm stuck with an adjustable base with half stuck in the foot-elevated position until the L & P service guy returns my call.

Regarding the mattress, we decided to buy the Stratus from Dormio. It has three 3" layers of dunlop latex (firm, medium, and soft) with 2" of soft dunlop on top, encased in a cover that is organic cotton quilted to wool and alpaca on the top (no wool on the bottom of the cover). It felt great in the showroom and the salesperson said our spinal alignment looked straight, so it seems like it will be a good mattress for us. I like that the layers can be re-arranged and a layer swapped out for a different firmness if necessary. It was on sale, so I think we got a good deal on it, and he offered me an additional 5% off because of this forum, so thank you, Phoenix, for that. I hope it's a good mattress, and I hope the Leggett & Platt adjustable base problem is sorted out soon.

Phoenix, do you have any advice on how I should proceed?

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Last edit: by goldilocks12.

adjustable base from Richmond Bedding and Dormio mattress ordered 09 Oct 2015 13:02 #2

Hi goldilocks,

Richmond Bedding has initiated a repair with Leggett & Platt, and I'm waiting for the service person to contact me to set that up. Leggett & Platt Customer Care told me that the retailer is responsible for making sure that the bed worked initially, and it didn't, but Tim, who owns Richmond Bedding, told me the delivery guys only have to set it up physically and make sure it connects to the remote, which it did, and that it's really a repair issue. He seems trustworthy, but now I'm stuck with an adjustable base with half stuck in the foot-elevated position until the L & P service guy returns my call.


I'm sorry to hear about your issues with your adjustable bed.

The reality is that it's not possible for a retailer to check whether a bed is working or not before it's shipped because they don't normally keep them in stock and they are shipped directly from a warehouse and even if they had them in stock would need to unpackage it and set it up before shipping which isn't possible so what Leggett & Platt told you doesn't make any sense. These types of responses are fairly typical of customer care reps who sometimes are looking to avoid issues rather than "fix" them.

Normally what would happen in a case like this is that the retailer (which in your case is Tim) will talk to their L&P rep and help to expedite the process of a tech coming out to look at your adjustable bed ASAP and then depending on what they find they would either fix it (it may be something very minor) or they may decide that it needs to be replaced (if the frame is bent or there is something wrong that can't be easily fixed). They should also be able to give you the name and number of a contact person so that you have someone that you know is taking personal responsibility for your issue. If the bed does need to be replaced then the retailer will also normally look after shipping you a replacement and picking up your defective unit as well and then they will deal with Leggett & Platt directly "in the background" to get credit for the defective unit.

Regarding the mattress, we decided to buy the Stratus from Dormio. It has three 3" layers of dunlop latex (firm, medium, and soft) with 2" of soft dunlop on top, encased in a cover that is organic cotton quilted to wool and alpaca on the top (no wool on the bottom of the cover). It felt great in the showroom and the salesperson said our spinal alignment looked straight, so it seems like it will be a good mattress for us. I like that the layers can be re-arranged and a layer swapped out for a different firmness if necessary. It was on sale, so I think we got a good deal on it, and he offered me an additional 5% off because of this forum, so thank you, Phoenix, for that. I hope it's a good mattress, and I hope the Leggett & Platt adjustable base problem is sorted out soon.


You certainly made a great quality/value choice ... and congratulations on your new mattress :)

I'm also looking forward to your comments and feedback once you receive it and have had the chance to sleep on it for a bit (and hopefully the issue with your adjustable bed will also be resolved by the time it arrives as well.)

Phoenix
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Last edit: by Phoenix.

adjustable base from Richmond Bedding and Dormio mattress ordered 27 Oct 2015 04:43 #3

Thanks for your reply, Phoenix. Tim told us we could opt for waiting for a repair or getting a replacement, and we decided to get a replacement on the L & P P-132 split king adjustable bases because the delivery guys and we were worried the frame might have been damaged as well as the motor and the color being wrong. He said it would probably take 2-3 weeks to get them, and it's been 2 1/2 weeks so far. I asked him last Friday to check with L & P on their progress and find out their estimated time of arrival, but haven't heard back from him yet. I know it takes L & P longer to make the P-132 than other models because there's less demand for them and I think they wait until they have enough orders to justify converting the assembly line to that model or something like that…. but it has been nearly 6 weeks since we placed our original order and now our new Dormio latex mattress has been sitting in boxes, vacuum packed, for two weeks in our house, and our bed is unusable because the L & P split king P-132 bases they put into the bed have one side stuck with the foot part up, so we can't put the new mattress on it (It's not split).

How long can the new mattress latex layers stay vacuum packed in boxes without risking damage? We have nowhere to set up the new king mattress now, until we get a level base in the bed. Do you see any options for us other than to continue waiting? Would it be reasonable to ask L & P to send us a Prodigy instead, since their production of that model is much faster? At this point, I'm wishing we hadn't even bought an adjustable base from them, but if the changed it to the Prodigy, we would get a partial refund since it's a less expensive model and we would probably get it sooner since they make them all the time.

Thank you for any advice….

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adjustable base from Richmond Bedding and Dormio mattress ordered 27 Oct 2015 11:11 #4

Goldilocks12,

How long can the new mattress latex layers stay vacuum packed in boxes without risking damage?


There should be no problem with a at least a month or so and even much longer would generally be fine.

We have nowhere to set up the new king mattress now, until we get a level base in the bed. Do you see any options for us other than to continue waiting?


The only thing I can think of would be to set your mattress up on the floor temporarily with a blanket underneath it to protect it assuming you have some space somewhere in the house.

Would it be reasonable to ask L & P to send us a Prodigy instead, since their production of that model is much faster?


You would probably need to go through Tim but it certainly wouldn't hurt to ask and see if it would be any faster although you seem to be close to the end of your wait time for the P-132.

Phoenix
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
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Last edit: by Phoenix.
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