Sleep America

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 [redacted] 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 [redacted] (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 [redacted], 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:

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

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.

Regards,

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