Sit 'n Sleep

Will address it accordingly with those that care about a customer experience, in this case, one of a senior citizen. This was clearly all a sales tactic to try to have to pay additional for a mattress that is not what it says it is and on top of that, a bed, which was delivered with multiple defects and later than promised.

Customer did have a ten year limited manufacturer's warranty, however, based on the results of the inspection that took place on 01/24/17, we are unable to obtain an authorization from [redacted] to replace the mattress. The customer's mattress is heavily stained and soiled. Per the manufacturer's...

warranty coverage, any stains or soils void the warranty. Unfortunately, we are unable to offer any options other than a discount on the purchase of a new mattress. I have attached pictures of the customer's mattress.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11752444, and find that this resolution is satisfactory to me.

We have reviewed the account information. We do apologize that we have not delivered a mattress that is in satisfactory condition. We are confident the mattresses are not used. The law tag confirms the date they were manufactured. We have pictures on file of the the first replacement mattress we...

delivered, which had dirt markings on the bottom panel. It appears to have been mishandled & damaged by the delivery team that completed the exchange. We sincerely apologize for this. According to the notes, the issue was addressed with our delivery department and hence, the mattress was exchanged. (Pictures attached) If the new mattress we delivered after that, is not measuring correctly, we are happy to assist the customer with a new warranty claim with the manufacturer, Sherwood. We will do anything we can do to try to resolve our customer's concerns but cannot offer a full refund. The last call on record occurred August 8th, in which the customer called in to request a full refund. That was not an option we were able to offer however, an exchange was offered.  We are willing to stand by that offer of an exchange of both the mattress and boxsprings and customer can reselect a different brand if he wishes. The account will be noted. He may contact us at ###-###-#### to discuss this option.

We are really sorry the customer's experience wasn't a positive one but now that the product has been delivered and set up, we will not approve a refund.  At this point, we are only able to offer an apology for the experience.

We apologize if customer is not happy with the experience. I spoke to customer's daughter on 10/11/17 to address her concerns and confirm the date of exchange for 10/28/17 and she did not mention she would need delivery by a specific time. Our delivery department scheduled the delivery between 1pm...

and 4pm and she called the morning of to let us know she needed it to happen by noon, which was difficult to accommodate at that point and time. Our records indicate, the delivery team arrived before the assigned time frame and completed the delivery by 12:15pm. It was accepted and signed for. We will not return to pick up the furniture that was installed and accepted or approve a full refund. We believe we have fulfilled our obligations with this customer. The exchange of the furniture was approved and processed in response to a previous complaint she had filed with the Revdex.com. We have made several exceptions to our standard policy in order to try to appease this customer.

We received a letter recently filed by one of our customers. I am not responding in time because the letter was sent by mail to our store in Upland who then forwarded the letter to us at the corporate office.   Customer [redacted] filed the complaint about a pending warranty claim that has...

since been resolved. He was asking for a replacement boxspring which we have provided. The only thing mentioned in his complaint that I need to correct is that he only has a 3 year warranty from the original date of purchase, not a 10 year warranty.   If there are any further questions or complaints, they can be sent to us via email at [redacted]@sitnsleep.com

Customer's mattress set is not properly supported by bed frame. We are unable to offer a replacement for the mattress set but are glad to offer a heavy duty bed frame that will provide adequate support to the mattress set. The new frame should improve the performance of the mattress set...

significantly. Customer may call us to set up delivery and set up of the bed frame.

Review: On January 6, 2015 I went to Sit ‘n Sleep to buy a mattress. I told the salesperson that I had a very bad back (Pars Defect, a form of Spina bifida and also radiculopathy, a spine defect) and I needed a very firm mattress. I looked at several and then she told me about a closeout, floor sample. I tried it and at the time it seemed firm enough, so I bought it.

It was delivered several days later and that night I tried to sleep on it but I couldn't because it was way too soft. I called the next morning and they told me I probably needed a different box spring, so that was delivered within a few days. It made no difference, so I called again and they said that they would send an inspection team from the main office. Subsequently about a week later one inspector came. He pulled a string from the top of the bed to the foot of the bed and tied it to a bolt. He then pushed on the side of the mattress 2 or 3 times. He offered no comment when I asked what he thought, and then he left. None of this was making any sense to me. I called several times to find the result of the inspection, but was told the person I needed to talk to was on vacation. Later calls were not returned.

For 2 months I have not slept well or been without pain and it is negatively impacting my health so I certainly would like to resolve this situation as soon as possible.

As a perfect resolution I would like all my money back or another bed of similar value that I could use. If not the full value, at least a less costly bed in return. Something/Anything.

I am currently using an air mattress but it has recently sprung a leak. I really hope to get a good nights sleep soon and I certainly feel they owe me that. I am 56 years old and on SSI and the $701.00 was to me a huge investment and for them not to work with me on settling this is very frustrating.

I would certainly appreciate any help you can give me.Desired Settlement: As a perfect resolution I would like all my money back or another bed of similar value that I could use. If not the full value, at least a less costly bed in return. Something/Anything.

Business

Response:

Customer's mattress set is not properly supported by bed frame. We are unable to offer a replacement for the mattress set but are glad to offer a heavy duty bed frame that will provide adequate support to the mattress set. The new frame should improve the performance of the mattress set significantly. Customer may call us to set up delivery and set up of the bed frame.