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

Review: I bought a mattress and spring set from Sleep America in Jan. 2014. I advised the sales person of my obvious disability, and accepted their recommendation for a mattress and spring set. I also purchased the "water proof" cover to protect the mattress from staining.

My husband called in July 2014, and reported the collapse of the mattress on one side, which resulted in my falling out of the bed onto the floor several times. An inspector was sent out and took photos of the mattress. I was advised that I would be contacted in 3-5 days by customer service. I called customer service after 6-7 days and then again after 10 days. I was advised that the mattress would be replaced and agreed to a replacement. A delivery was scheduled. When the delivery personnel arrived, they came into my home and unannounced took photographs of my mattress and home area around the mattress. These photos were taken without my permission or advisement prior. I was then advised that the "warehouse" refused to replace the mattress due to a small discoloration on the mattress.

I then attempted to contact the customer service person that had approved and set up the replacement mattress. I could only leave a message on a machine and have not been contacted.Desired Settlement: Replace the defective mattress as agreed upon.

Business

Response:

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: On April 12,2014, a Sleep America delivery of a new mattress came to my home. A majestic Mesquite tree was seriously damaged. One trunk of the tree was snapped off. My expectation was that Sleep America would help me get the tree trunk cut up for firewood and then compensate me for the damage to the tree. I have had no compensation at all from Sleep America; their representative said the check is in the mail and Sleep America can no longer help me.On April 25, 2014, I left two messages about my delivery problems. No one from Sleep America called me back. On Monday, April 29, 2014, I was assured a phone from [redacted] would be made to me by[redacted] said she would be sure to remind [redacted] to call. [redacted] has not called. My one conversation with [redacted] established only the cost of cutting the tree trunk.Sleep America did return my cost of the mattress when it was clear to me that I believed I was a victim of a bait and switch. I am thankful for the return of my money paid for the wrong mattress.I need help with the property damage. I have not received a check and I have waited two weeks.Sleep America wants me to wait another "few" days. Please help me get my compensation for cutting the tree trunk and damage to the majestic Mesquite tree.Desired Settlement: Please help me to get the cost of the tree cutting trunk and compensation for the tree as well as the manner in which [redacted] has refused to handle this situation. By not returning phone calls; by making me wait, and wait for a check causes a sense of Helplessness.

Business

Response:

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

Consumer

Response:

[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,

Sent from my iPhone