Sleep America

Thank you for contacting us in regards to the [redacted], we were very sorry to read her dissatisfaction with the [redacted] warranty process. Since the receipt of this advice, we have contacted [redacted] who have subsequently issued a return authorization. [redacted] has since been into the Sleep...

America store and chosen a new mattress which was delivered yesterday. We are contacting her today to make sure that she is happy with the delivery and new product replacement.

If you need any further information, please contact me.

Regional Customer Service Manager

Sleep America

Thank you for forwarding this customers complaint. [redacted] has spoken to Mrs [redacted] at lenght and we are confident that we did not deliver bed bugs. All brand new beds are factory sealed and therefore would not be subjected to infestation. Our warehouse is inspected and monitored on a regular...

basis as it would be detrimental to our business to have any sort of infestation in our buildings or trucks. All comfort exchange, damage and defective mattresses and box springs that are being picked up are thoroughly inspected by the delivery associates and sealed before being loaded onto the delivery truck. All donated product are bagged and sealed prior to being loaded on the truck and are also segregated in the warehouse, seperated from regular inventory. All delivery vehicles are inspected and swept out on a regular basis.  

We have written to the customer outlining the above information and also offered the customer a cover for the mattresses to prevent further spread, however it is our belief that we are not responsible for the infestation at the customers home. 

The customer has been asked to contact [redacted] once she has received our letter, which has the offer of mattress covers, to date we have not received any contact.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

TO [redacted]

          

                   Let me start by saying that you are right I'M NOT SATISFIED with your out come . I have lived in my home for 13 years and I have never ever had a problem of any kind with any type of bug .Especially BED BUGS! I never even seen a BED BUG or what they even looked like UNTIL YOUR MATTRESSES CAME INTO MY HOME  . The rooms that have the BED BUGS are the same two rooms that have YOUR SO CALLED NEW FACTORY SEALED MATTRESSES IN THEM . SO tell me again how YOUR COMPANY IS NOT RESPONSEABLE FOR YOUR MATTRESSES HAVING BED BUGS ? I'M NOT INTRESSED IN WHAT YOUR COMPANY'S PRACTICES ARE ; BECAUSE WE BOTH KNOW THAT PRACTICES DON'T ALWAYS WORK . Because people of todays world slack on doing their jobs . SO  again I'LL REMIND YOU that  a short time  after receiving YOUR COMPANY'S MATTRESSES ! MY 13 year old son started itching . REALLY: The hand writing is on the wall for everyone to else to see BUT YOUR COMPANY .I'M CONFIDENT THE BED BUGS CAME FROM YOUR ( NEW ) MATTRESSES, BECAUSE SOMEONE DID NOT DO THEIR JOB RIGHT . I hope  that you or your family NEVER  have to sleep with BUGS the way my family has . I'LL BE ASKING THE ATTORNEY GENERAL HOW HE FEELS ABOUT THE COSUMER SLEEPING WITH BED BUGS . THEN  I WILL BE ASKING YOUR CUSTOMERS HOW THEY FEEL WHEN I'M STANDING IN FRONT OF YOUR STORE THIS WEEKEND , THIS VERY BIG WEEKEND FOR YOU . LETTING THEM ALL KNOW HOW YOU ARE DENYING THE BED BUGS CAME FROM YOU . THE NEWS WILL HAVE A FEILD DAY WITH THIS STORY TOO . YOU SEE  I WILL HAVE SATISFACTION ONE WAY OR ANOTHER . PICTURES SAY A THOUSAND WORDS . AND WORDS  THAT MY TRUCK WILL HAVE ON IT WILL BE ( MY NEW MATTRESSES THAT CAME FROM SLEEP AMERICA  ALSO CAME WITH BED BUGS   

                                        ...⇄ SINCERELY 

                                                                                                                                                                                [redacted]  

Regards,

Thank you for sending the customer complaint through to our Customer Service department. We are sorry to learn that the customer remains dissatisfied with one of our products. I am having one of our Customer Service Representatives give Mr. [redacted] a call to set up an inspection by our outside...

company, so that some one can see the bed in person, and then report back on his findings. Once we have those results we will then be in touch again with Mr. [redacted] to discuss the outcome.

 [redacted]

Regional Customer Service Manager

Thank you for submitting this customer complaint. I am aware of this account, but am concerned with the customer account of the drivers conversations. I will feed this back to our delivery company and have them follow up with the drivers, as the experience relayed here is definitely not what we want...

our customers to experience. The warranty is up to the manufacturer discretion, and we handle the process of inspection on their behalf but they have the right to refuse return if a mattress is stained. I will have my CSR follow up with Sealy about this one to see if they will either go out and look at the mattress, or review the current information and approve an exchange. We will contact the customer once we have the information to advise them of the outcome.

Regional Customer Service Manager

We have spoken to the customer today and it appears that he has already replaced the mattress elsewhere. He thanked us for calling but did not want any further help from us now. If this changes please let us know, but for now we are closing the file.

Thanks

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Regional Customer Service Manager

April 11, 2014 an accommodation by Sleep America was made to transfer funds from their original purchase to a new purchase because we are not able to take stained product back under warranty.  The customer had received original documentation from point of sale that stains void warranty. However...

as the manufacturer of the product would refuse it, Sleep America felt that there is a true issue with the product and took the loss on their original purchase to ensure they were able to get a new set delivered to them.  The only change is that we could not pickup the previous set due to stains.  However this claim was escalated to Management and Management authorized to assist to ensure costs were covered so that customer could get another product.

We have been trying to contact the customer by phone but have had no response. We would like to see if we can find a reslution amicable to both customer and Sleep America, however we cannot do this unless we can speak with the customer.

The number to reach us on is [redacted], and ask for [redacted].

I spoke at length to Ms [redacted] on 30th April. The message I received was that Sleep America had not really listened to her complaint. She has now purchased elsewhere and a full refund has been given. There is also a cheque on the way for the delivery fee originally paid to supplement the cost of...

chopping the tree that was damaged by the truck on delivery. A letter of apology and a gift is on it's way to Ms [redacted]. She seemed to be happy with the call and the outcome.

Many thanks

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for the opportunity to share my difficulties with Sleep America and their delivery service.Sleep America has contacted me by telephone and I feel confident that my concerns with the delivery service will be addressed. The sense of total helplessness imposed upon me by the delivery service shall be addressed by Sleep America. I sense any action taken by Sleep America is partially a result of my contacting the Revdex.com.Thank you.My best,[redacted]Sent from my iPhone

Good afternoonWe are currently working with the customer as their mattress was stained and the customer believes it was due to mattress pad failure. The process is being worked through with the mattress pad supplier, as they will clean or replace the mattress if the cause is from a defective...

mattress pad cover.Sincerely[redacted]

Review: I bought a Queen Firm Serta Mattress from Sleep America in [redacted] on September 16, 2013 for $556.50. The bed was on sale from the regular so called retail price. [redacted] the salesman of Sleep America, who sold me this bed, said that the bed should last 6 to 9 years. The bed was delivered to us on September 17, 2013. Starting on September 19, 2013, each day I slept on this Serta mattress, the Serta mattress continued to feel more and more sunken in and more bulging in the center. On September 24, 2013, I noticed the Serta mattress showed excessive sagging on the sleeping surface on multiple locations of this mattress. There was also bulging near the center of the mattress in multiple locations of the sleeping surface of this mattress. In addition there was also bulging on the outer surface of the Serta Mattress. Because of the sagging and bulging, when I laid on the bed, the right side of my body was significantly higher than my left. The sagging and bulging of the Serta Mattress was causing me low back pain and hip pain. Each day I slept on this bed, the pain got worse causing me to have less sleep. I would actually wake up in pain. I had no other bed to sleep on.

I called Sleep America customer service ###-###-#### on September 25, 2013. I spoke with a female customer service representative and informed her that I wanted to return the bed for a complete refund. She refused to give me a refund. When I asked to speak to her supervisor, she said she wouldn’t get me a supervisor and she hung up the phone.

I then called [redacted] the salesman of Sleep America who sold me the bed at ###-###-#### and informed him that I wanted to return the defective mattress for a refund because of the bed excessively sagging and bulging shortly after I received the mattress. I only slept on this bed for 8 days for this excessive sagging and bulging to result. [redacted] the salesman of Sleep America, refused to give me a refund if I returned the mattress. [redacted] informed me that Sleep America does not issue refunds for defective beds only exchanges. I told him I didn’t want another bed from Sleep America. This is because after this negative experience from Sleep America and other negative reviews on the internet about Sleep America and Serta Mattresses, I no longer trust they are selling quality beds.Desired Settlement: I am requesting a complete refund of $556.50 and please let me know when you can pick up this defective mattress you sold me. Thank you.

Business

Response:

RE: Case # [redacted]

As I have just returned from two weeks vacation today, October 14, 2013, I'm just now reading this complaint fro the first time. I have no problem picking up the matt and refunding this individual's purchase price.

As it is currently 6:25AM as I responding now, I will wait a few hours to contact the customer and make the arrangements.

Sincerelt,

Review: I purchase a bed that had bed bugs. I have documentation to validate my claim. I have now been charged for bed bug service and removal that I am required to pay in the amount of $421.00. The bed bugs are now gone and I have notified Sleep America of this and they have not responded. I only want the amount I am being charged. I first contacted them several months ago and they denied it could have been from them but I have lived her for 2years and not one bug of any kind until I brought in the new bed. I have documentation. I faxed all this to them 10days ago because I am now being billed my the complex for service to remove the bed bugs.Desired Settlement: I purchase a bed that had bed bugs. I have documentation to validate my claim. I have now been charged for bed bug service and removal that I am required to pay in the amount of $421.00. The bed bugs are now gone and I have notified Sleep America of this and they have not responded. I only want the amount I am being charged.

Business

Response:

Since I was not able to re-access the original Revdex.com email to me, I am responding directly regarding case #[redacted].

This customer picked up the matt in question from our [redacted] on May 26, 2013. The first reported bug incident is noticed on the week of June 10th; some 16 days later. If bugs had been present from day one, they would not have waited 16 days to feed. The term “bed bug” is deceptive. They don’t come with mattresses, they migrate to them so as to be close to their food source. A docile sleeping human is a perfect match for these night feeders. Bugs are most prevalent in condos and apartment buildings because they use duct work, pipes, wires and the like to traverse between food sources..any mammal will do especially if they’re all within close proximity. Bed bug habit patterns have been likened to hungry teenagers, if there is food available they will eat and not wait 16 days. I did speak with this customer on September 10th and explained the bugs patterns and habits. This customer suggested that eggs were present that then hatched 16 days later. While that is possible, it’s highly unlikely as the eggs hatch between two and ten days. It is more likely that an adjacent neighbor had a bug issue, applied some insecticide and drove them to a less hostile environment. I did suggest in this same conversation that this customer notify the unit management who apparently did have the unit treated as indicated. Now, what distresses me is that they charged the customer for this service. Since it was my suggestion for the customer to contact unit management I don’t feel that this customer should suffer the loss of $421 for the treatment and for that reason only, I have authorized a check be issued to this customer in the amount of $421 to be mailed on 10/25/13. I remain convinced the bugs did not come from us, but I feel this resolution goes to serving our customer.

Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The business still does not accept responsibility or even acknowledge this could have been from them, I truely believe the bugs came from the store, I dont believe they were aware and I thank them for taking care of the extermination of them.

Regards,

Review: To whom it may concern ; I purchased two new mattresses and box springs from Sleep America in [redacted] Arizona on the 16th of February 2014. These mattresses were for two out of my three sons. After seven days my youngest son started telling me he was itching all night, his upper body was red so I took him to the doctor and she said he was having an allergic reaction to something. The only thing that was different was our laundry detergent and the mattresses The doctor asked if we had bed bugs I said no we just bought new mattresses. My son was given a cream to put on but the rash was getting worse . One night after going to bed he got back up and told me there were bugs crawling on him so I went into his room and there were bugs on his bed , so I went and woke my husband up. He came into the room looked at the bugs , got a plastic bag and put them in it. Then went on the computer and looked up BED BUGS and that's what they were. So he went back into the room and pulled the bed away from the wall and on the back side of the right corner had bugs on it and so did the bed frame . so he went into my others sons room and pulled the bed away from the wall and it was the same but this son was not complaining . After reading more about the bed bugs some people do not have a reaction to them. SO TWO ROOMS WITH TWO NEW MATTRESSES HAVE BED BUGS ! so that night my husband wrapped the mattresses in plastic and put them in the garage , took the bed frames apart and put them out for garbage the next day . I called Sleep America's store and explained what was going on. They said they could have someone from customer service call me. Well after calling for two days someone from the corporate office in Canada called me, I explained the problem. She said she highly doubted it came from them, but she would look into it and call me back on Tuesday. Tuesday came and went. She called me on Wednesday and said THAT THERE TRUCKS ARE SWEPT OUT AND THE BED BUGS ARE NOT FROM THEM AND THAT I MUST HAVE HAD THEM , BECAUSE SHE TALKED TO EXPERTS AND THE EXPERTS TOLD HER THAT IT WOULD TAKE 14 DAYS FOR EGGS TO HATCH AND THAT I SAID IT WAS AFTER A WEEK WHEN MY SON STARTED INTCHING .THATS WHEN I ASKED [redacted] (the lady from Sleep America) IF THATS WHAT HER COMPANY TOLD THE LADY FROM A YEAR AGO THAT PURCHASED ONE OF YOUR MATTRESSES AND 16 DAYS LATER SHE ENDED UP WITH BED BUGS ! Sleep America halls off old mattresses in the same truck the new ones are in . Well either sleep America rebuilds old infested mattresses or because they put old ones in with new ones is how these BED BUGS GOT IN MY HOME. I did not have them before the new mattresses came into my home , you do the math. Old mattresses NO bugs NEW MATTRESSES; BUGS . SLEEP AMERICA'S MESS so far has cost me over two thousand dollars . I have pictures , I have all my bills and my time off workDesired Settlement: I would like Sleep America to take responsibility for this matter and re-embers us for our cleaning up these bed bugs.

Business

Response:

Thank you for forwarding this customers complaint. [redacted] has spoken to Mrs [redacted] at lenght and we are confident that we did not deliver bed bugs. All brand new beds are factory sealed and therefore would not be subjected to infestation. Our warehouse is inspected and monitored on a regular basis as it would be detrimental to our business to have any sort of infestation in our buildings or trucks. All comfort exchange, damage and defective mattresses and box springs that are being picked up are thoroughly inspected by the delivery associates and sealed before being loaded onto the delivery truck. All donated product are bagged and sealed prior to being loaded on the truck and are also segregated in the warehouse, seperated from regular inventory. All delivery vehicles are inspected and swept out on a regular basis.

We have written to the customer outlining the above information and also offered the customer a cover for the mattresses to prevent further spread, however it is our belief that we are not responsible for the infestation at the customers home.

The customer has been asked to contact [redacted] once she has received our letter, which has the offer of mattress covers, to date we have not received any contact.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

TO [redacted]

Let me start by saying that you are right I'M NOT SATISFIED with your out come . I have lived in my home for 13 years and I have never ever had a problem of any kind with any type of bug .Especially BED BUGS! I never even seen a BED BUG or what they even looked like UNTIL YOUR MATTRESSES CAME INTO MY HOME . The rooms that have the BED BUGS are the same two rooms that have YOUR SO CALLED NEW FACTORY SEALED MATTRESSES IN THEM . SO tell me again how YOUR COMPANY IS NOT RESPONSEABLE FOR YOUR MATTRESSES HAVING BED BUGS ? I'M NOT INTRESSED IN WHAT YOUR COMPANY'S PRACTICES ARE ; BECAUSE WE BOTH KNOW THAT PRACTICES DON'T ALWAYS WORK . Because people of todays world slack on doing their jobs . SO again I'LL REMIND YOU that a short time after receiving YOUR COMPANY'S MATTRESSES ! MY 13 year old son started itching . REALLY: The hand writing is on the wall for everyone to else to see BUT YOUR COMPANY .I'M CONFIDENT THE BED BUGS CAME FROM YOUR ( NEW ) MATTRESSES, BECAUSE SOMEONE DID NOT DO THEIR JOB RIGHT . I hope that you or your family NEVER have to sleep with BUGS the way my family has . I'LL BE ASKING THE ATTORNEY GENERAL HOW HE FEELS ABOUT THE COSUMER SLEEPING WITH BED BUGS . THEN I WILL BE ASKING YOUR CUSTOMERS HOW THEY FEEL WHEN I'M STANDING IN FRONT OF YOUR STORE THIS WEEKEND , THIS VERY BIG WEEKEND FOR YOU . LETTING THEM ALL KNOW HOW YOU ARE DENYING THE BED BUGS CAME FROM YOU . THE NEWS WILL HAVE A FEILD DAY WITH THIS STORY TOO . YOU SEE I WILL HAVE SATISFACTION ONE WAY OR ANOTHER . PICTURES SAY A THOUSAND WORDS . AND WORDS THAT MY TRUCK WILL HAVE ON IT WILL BE ( MY NEW MATTRESSES THAT CAME FROM SLEEP AMERICA ALSO CAME WITH BED BUGS

SINCERELY

[redacted]

Regards,

Business

Response:

We have been trying to contact the customer by phone but have had no response. We would like to see if we can find a reslution amicable to both customer and Sleep America, however we cannot do this unless we can speak with the customer.

The number to reach us on is [redacted], and ask for [redacted].

Review: We received a "quote" from [redacted] in July 4 on a mattress and box spring which the Salesperson which made us believe we were getting a Sealy product, then he put the name of a "[redacted]" mattress which is manufactured by another maker "Genesis".

The Salesperson kept speaking about how incredible a price was for the quality of that "[redacted]" mattress, which again he lead us to believe was a Sealy Product. Additionally, [redacted] claimed that the reason why the price was so incredible was because the "Sealy" model was being discontinued and that this was going to be "mix and match" set.

We wanted to compare mattress, so we left and did comparison shopping based on the "Sealy Mattress" and the price that was quoted. Then we returned and another sales person "[redacted]" was there and wrote up the order based on the quote by [redacted].

Before [redacted] took the order, he could have taken us to the mattress to verify that "this product" is the mattress that we are ordering. And then we would have said no it was this Sealy mattress we were quoted at this price.

We picked up the mattress Saturday before Closing. The "[redacted]" mattress looks VERY SIMILAR in styling to the Sealy we were lead to believe we had purchased. After taking the mattress home and setting up the bed, did we realized we had been "bait and switched". From the Sealy to the Genesis mattress brand. When setting up the mattress, we discovered the manufacture date was May 2013, hardly a discontinued model and definitely not a mix and match. We believed that the warehouse had delivered a matched set by chance.

Even though we usually do not shop or do business on Sunday, went to Store first thing Sunday morning right after opening at 11 AM. [redacted] said because [redacted] had quoted the mattress set, we would have to talk to [redacted].

Monday after work we spoke to [redacted]. He started "back stroking" saying, "That is what is on the receipt." We stated that was not the mattress he had made us believe we were purchasing and we want a full refund. To which [redacted] said they do not give refunds.

Then [redacted] stated that [redacted] was the main person to handle that issue. To which we replied that [redacted] said to talk to [redacted] on Monday. Then [redacted] said he would call customer service in a day or two. To which we asserted, what is the number to customer service.

We called and 2 left a messages just after 5 PM and have not received a call back. According to the message customer service was open until 6 PM.

We are still awaiting resolution. Either we are upgraded to the Sealy mattress at no additional cost or a full refund.Desired Settlement: A FULL REFUND to our credit card or provide the Sealy Mattress Set that we were lead to believe we were purchasing at NO ADDITIONAL COST.

Business

Response:

Re: #[redacted]:

All merchandise was returned to store of purchase and the customer credit card was refunded on July 9, 2013.

Sleep America considers this issue now resolved per customer's request.

Review: We bought a bed, mattress, foundation and frame, from Sleep America. The mattress springs have a 10 year warranty. Within days a bulge appeared in the mattress. We call Sleep America they replaced the mattress. Within a few weeks of receiving the replacement mattress, a rut began to form on the side that I sleep on. We called the store and were told that this was the mattress adjusting to us.

When we tried to rotate the mattress (as recommended but not required) the rut was too uncomfortable for my wife to sleep on. So, we stopped rotating the mattress and time passed.

Recently (5 years into ownership) my wife was in Canada for an extended stay (multiple months) and I slept on her side of the bed (better support and comfort). Strangely, the mattress did not “adjust” to my body on that side. In fact, we own another Serta (a queen) that we moved to another bedroom and it shows no signs of the rut even though we slept on it for a year or more.

I recently mentioned to my wife that I used her side of the bed and she observed that no rut hade formed. We decided the mattress, not behaving the way Sleep America said it should, must be defective and wrote to Serta, when then referred is to the dealer as the warranty servicer.

Sleep America was prompt in replying and sent me the link to their online warranty claims site. They gave me instructions on how to stage photos for them to evaluate and we took the picture the asked for. They only allowed 300 characters in the description so I also sent additional info to them via their website. I explained that although the pictures clearly show a depression of over ½ inch, the real problem comes when you lie on the mattress.

We sent them everything they asked for on June 28. Today we got denied our claim and were told to find our original receipt if we wanted to follow up. The email they sent is from a “noreply” type e-mail address.

That act alone is poor customer service but, furthermore, they do not bother telling my why they will not stand behind the product they asked me to buy.Desired Settlement: Sleep America can start by training their salespeople not to brush me off with a phone number to "customer support". Their customer support department can improve by not sounding like a busy call center when the follow up (the lady that called me back and sent the original email was polite, but there was a loud phone ringing in the background the entire time I was explaining our issue to her. I had a hard time focusing and, I imagine, she did too.

Finally, Sleep America can replace this mattress.

Business

Response:

We have spoken to the customer today and it appears that he has already replaced the mattress elsewhere. He thanked us for calling but did not want any further help from us now. If this changes please let us know, but for now we are closing the file.

Thanks

Regional Customer Service Manager

Review: I bought a Stearns and Foster Mattress from Sleep America with a 10 year warranty. The side of the bed has collapsed. I went through all of the steps to submit the warranty claim and it was approved. The delivery men came to the house with some sort of special light and said the mattress was yellowing and there was a small rip. This came while my wife was trying to clean off a spot with soap and water while the delivery men where standing there. The fabric started to shred some. They said they cannot accept the mattress.

This has nothing to do with why we were looking to exchange the mattress. The side of the mattress has collapsed and it is causing severe back pain for me and my wife. The side of the bed is sloped and we cannot even sleep on that side of the bed. I paid over $2500 for this mattress two years ago.Desired Settlement: I simply want the mattress to be replaced with a non-defective mattress.

Business

Response:

April 11, 2014 an accommodation by Sleep America was made to transfer funds from their original purchase to a new purchase because we are not able to take stained product back under warranty. The customer had received original documentation from point of sale that stains void warranty. However as the manufacturer of the product would refuse it, Sleep America felt that there is a true issue with the product and took the loss on their original purchase to ensure they were able to get a new set delivered to them. The only change is that we could not pickup the previous set due to stains. However this claim was escalated to Management and Management authorized to assist to ensure costs were covered so that customer could get another product.

Review: Sleep America and their vendor [redacted] sell very very poor quality mattresses and when you file a claim with them through the mattress inspection company they deny the claims. I purchased a Portman queen mattress from Sleep America here in AZ in April 2013. I have had a problem with the mattress s[redacted]e the time of delivery but made no formal moves until September of the same year. I called the store where purchased and was give [redacted] phone number to set up an inspection. The inspector came tout took photos and gave his opinion of the mattress. I never received a copy of his report only a denial letter from [redacted]. denying the claim. In October I called [redacted] customer service and received extremely rude and unprofessional treatment by their employee [redacted]. Because of her raising her voice and rude manners I asked for a supervisor and was transferred to [redacted] who was going to send a copy of the requested inspector reports, which I have not received to date. In August 2014 I sent a letter to Sleep America letting them know I was upset and the mattress is faulty what is next? I spoke with [redacted] in Customer Service at Sleep America and she said let's set up the inspection again. The inspection was set up and done on September 4, 2014. To date I have never heard from [redacted]. until I called Sleep America this afternoon (10/2/14) which is one month s[redacted]e mattress inspection & was informed Sleep America's customer service rep Yadira Ruiz the [redacted] put a copy of denial letter from [redacted] in my file. Ms. [redacted] emailed me a copy of the letter this afternoon stating that Kingdown [redacted]. does not find anything wrong with mattress. The inspector even said on 9/4/14 that this mattress is not right with the dip on one side, mattress tick and foam raises up like a muffin top. This mattress has been this way s[redacted]e delivery. Sleep America says they have stand behind vendor [redacted]. and they are not able to do anything. I entered into a sales agreement with the assurance that Sleep America and [redacted] stood behind their products. I purchased mattress, box spring and frame from Sleep America with the thought in mind I was getting quality merchandise . That is not the case with this mattress. I paid $735.39 for a mattress that is causing pain in my back, loss of a restful nights pe that between the three of us (Sleep America , [redacted]. and I) we can work out an amiable agreement. If [redacted]. does not wish to send a new mattress and box spring, I would be open to the return of my $735.39 & make a purchase of another mattress and box spring.Desired Settlement: I hope that between the three of us (Sleep America , [redacted]. and I) we can work out an amiable agreement. If [redacted]. does not wish to send a new mattress and box spring, I would be open to the return of my $735.39 & make a purchase of another mattress and box spring.

Business

Response:

Thank you for contacting us in regards to the [redacted], we were very sorry to read her dissatisfaction with the [redacted] warranty process. Since the receipt of this advice, we have contacted [redacted] who have subsequently issued a return authorization. [redacted] has since been into the Sleep America store and chosen a new mattress which was delivered yesterday. We are contacting her today to make sure that she is happy with the delivery and new product replacement.

If you need any further information, please contact me.

Regional Customer Service Manager

Sleep America

Review: I have a Sealy brand mattress with a 10 year warranty. I bought it at Sleep America. It is a defective mattress and they know it. They approved an exchange with us but failed to deliver because of a very light stain. After having it professionally cleaned and sanitized by the cleaning company they gave us the number to, they said there were stains. That was after they told us to have it cleaned and we paid for the cleaning. Also, the drivers come in and kind of let you know that it's their job to find something wrong with your mattress because Sleep America doesn't want to honor their warranty. One driver even went as far as to tell us they make you clean them so they can resell your defective product in a clearance warehouse. The whole experience was humiliating and cruel. The customer service people say one thing, the drivers say another and no one can get you an answer when you want it. When we called to complain about the driver who showed up late in the evening they told us that they were not supposed to come at dark because they are only supposed to look at the mattress in daylight, and that the inspection wasn't supposed to feel like an investigation because their drivers were taking out lights and looking at our mattress from strange angles to find a stain. They made us feel like they needed to look through a microscope to find something and then tell us its void. When we tell the drivers they aren't supposed to do that they tell us that they have to or else they will have to pay for the mattress. Meaning if they don't find something on your mattress and put it in their truck to haul away, they will have to pay for it. It is a big scam. I went through it with 3 of their drivers and I figured out that it is their job to find a defect and not take it. Then customer service tries to snowball you by saying get it cleaned and if the stains come out we will take it otherwise it is void and there will be no more phone calls about it. Under Sealy's warranty it states that a heavily soiled mattress which could have contamination and be a hazard for the delivery people to haul away may void the warranty. Never does it say that a mattress needs to be examined with flashlights and zoom lenses on cameras. In a perfect world mattresses don't even come completely free of spots and some of the tiny marks occur between the time they are made until they are delivered. So it is unlawful to void a warranty based on what tiny spots my mattress has on it. When we called today for our final attempt to get help, the customer service lady was laughing all the while we were in very much distress over our 1,100 mattress being void of warranty. My problem is that they promise you peace of mind and hassle free service when you purchase a product from them but they don't back it at all.Desired Settlement: All I want is an exchange for my defective mattress.

Business

Response:

Thank you for submitting this customer complaint. I am aware of this account, but am concerned with the customer account of the drivers conversations. I will feed this back to our delivery company and have them follow up with the drivers, as the experience relayed here is definitely not what we want our customers to experience. The warranty is up to the manufacturer discretion, and we handle the process of inspection on their behalf but they have the right to refuse return if a mattress is stained. I will have my CSR follow up with Sealy about this one to see if they will either go out and look at the mattress, or review the current information and approve an exchange. We will contact the customer once we have the information to advise them of the outcome.

Regional Customer Service Manager