Sleep City, USA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] There was a sale on mattresses the date that I purchased the base and mattress, while my husband was in surgery for a shattered ankle, the reason for the purchaseWhen I asked the salesman about the sale he stated he was giving me the powered base at the non powered priceAs far as a date odf delivery on the base, we received a phone call AFTER the remarks were posted to set up a deliveryThe statement that they have tried to satisfy this order is absolutely ludicrisThis experience has been absolutely horribleIt is very obvious by their response they have no interest in servicing the customer once they have received their moneySince you as an organization, are unable to help me, I suspect I will have to go through my credit card company to get this resolvedAs far as being on back order, this was not told to me at the time of purchase as I obviously would have gone elsewhere Regards, [redacted] ***

The issue has been resolved with the customer She returned the mattress and we refunded her money She is satisfied[redacted]

Sleep City Highway S Kalispell, MT March 22, RE: [redacted] Dear Sir or Madame: Mr [redacted] purchased a queen size mattress set, model Beautyrest Black Katarina Plush Pillowtop, from Sleep City and we delivered it on June 15, We conducted a warranty inspection on this mattress on September 8, The documentation was sent to Simmons and a warranty claim was accepted due to excess body impressions We exchanged the mattress, under warranty, on September 28, In late December Mr [redacted] called the store to complain of excess body impression on the new, exchanged, mattress We conducted a warranty inspection on January 2, Again, we submitted the documentation to Simmons for warranty review This time, the warranty claim was rejected by Simmons because the mattress did not show signs of excess depression nor any other manufacture’s defectsMr [redacted] was informed of Simmons decision and he was insistent there was a problem with the mattress and felt our team did not do a proper inspection I informed him the inspection looked adequate and Simmons also felt the photos we submitted were enough to make a decision He called our main office to complain that the inspection was done incorrectlyWe scheduled another warranty inspection for him just in case our first inspection was not up to par This time, our team took more photos and we resubmitted the documentation to Simmons on or about February 07, Simmons rejected this claim, again, because the mattress is not showing signs of excess body impression nor any other manufacture’s defectsWe informed Mr [redacted] of this decision and suggested he call Simmons if he was unhappy with the results of these decisions Sincerely, Robert C S [redacted] Store Manager Sleep City

Sleep City / [redacted] Style Definitions */ Upon investigation of this matter, the Home Office has been notified that our Kalispell Manager was contacted by the customer’s husband who was inquiring about the status of the order in mid-FebruaryThe Manager requested to speak to [redacted] but was told she would not speak to us The customer ordered an adjustable Renew Keynote Grey base We had this base available at our Helena location and transferred it to our Kalispell store for delivery to the customer They arranged to have the base transferred the week of February 15th and it was delivered to the customer on February 22nd with a loaner mattress(Their mattress is currently on backorder.) Even though the customer knew the delivery was scheduled for the 22nd, she began posting derogatory remarks on the internet on Friday the 19th On March 2nd, the Manager received a call from the husband asking the status of their mattress order and informed us he received the wrong base The customer has received the base they ordered as noted on their invoice Mrs [redacted] placed the order and subsequently received the Renew Keynote Grey base she orderedShe is apparently under the impression she purchased the Renew PLUS base; an upgrade from the base she purchased Our Manager informed the customer that we would replace the base with the upgrade but that there would be a price difference Our Manager has tried to satisfy this customer in every way possible He located the base they ordered to expedite it, transferred the product from Helena and had it delivered in the time promised We have also supplied her with a loaner mattress until her mattress is available Thank you

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I would like to thank [redacted] for finally reaching out to me, offering a sincere apology and understanding that the process I was put through was not acceptable as a customer and for resolving the matter Regards, [redacted]

We have been in touch with [redacted] and have delivery scheduled for this week We greatly apologize for the delay

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only time I have refused to speak to anyone at the store regarding this problem is the last time my husband called, the day before I filed this complaintIt is quite obvious from the complete fabrications of both responses to this complaint that they in fact intend to do nothing to rectify this situation. At the same time they are saying they didn't realize the mattress was on back order, in the next sentence they state this is often the case this time of yearHow can it be both at the same time? This inconsistency is indicative of the entire experience with this establishment with this purchasePlease note, this was not my first purchase from this storeThat experience was excellent, which led me to return for this most unpleasant experienceIt was a learning experience, in that it taught me not to expect decent service and to ALWAYS check reviews even on businesses you have interacted with previouslyHow you can have an a+ rating is well beyond me, with a majority of complaints having a resolution unsatisfactory to the consumer
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.I take offense that it was stated I "demanded" a refundI requested. I also believe I should receive a 100% refund on the return of the mattress protector that has 1) Never been opened nor used and 2) Was purchased with the purpose of using on the mattress that was refunded
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID
*** and have determined that this does not resolve my complaintFor your
reference, details of the offer I reviewed appear below
There was no offer by the business to
resolve this in accordance with the Warranty Agreement provided with the
purchase of the queen mattress set. This
is in clear violation of the Montana Consumer Protection Act. I also completely disagree with the statements
made by *** ***, as most of them are untrue
I contacted the Missoula Sleep City Store on
December to again ask when my warranty replacement mattress would be
delivered, as I had done every week in November and December, including through
December 16. On December 2, Salesperson
*** said he wasn’t sure but he thought it might be another two weeks. I told him it was unacceptable to wait three
months for a mattress. He agreed that three
months was a long time to wait. He said
he would contact *** *** and have Mr*** call me. *** *** did not contact me of his own
volition. I requested it. *** *** contacted me by telephone on
December 3. He did not apologize at any
time during the telephone conversation, he was actually rude and wouldn't let
me talk. He blamed the delays on Simmons
and the factory He told me my only options were to just keep waiting or
to get back the $and keep the mattress He stated the bed was to be
"released" on Monday, December 7, 2015, and delivered to Missoula on
Monday, December 14, Again, he wouldn't let me get a word in
If I did try to talk he would yell over the top of me I tried to
explain to him that it was unacceptable to wait three (3) months for a
mattress He did not apologize He told me that I had those two
choices I told him it was unacceptable again and that I was tired of
being patient I NEVER said I refused delivery I did request that
I wanted my money back so that I could go purchase a new mattress from another
store so that I could sleep on something that wasn’t collapsing in on itself
because I was tired of waiting and being told another week or another two
weeks Although, I doubt that *** *** heard much of anything that I
was saying since he kept talking/yelling over the top of me I will
reiterate that at no point during the conversation did I REFUSE delivery of the
mattress, and have called multiple times to see when the mattress would be
arriving/delivered. I did state that I
would be contacting an attorney to assist me with this At no time did he, or any other Sleep City personnel, offer me the option to
go through another retailer for the warranty replacement. Because he wasn't listening and was yelling
at me, I hung up the phone. I did not
say goodbye. I did not refuse to take
delivery of a mattress that I have waited three (3) months for I am offended by Mr***’s statement that I
am just looking to “get a full refund and not interested in facilitating this
process.” If I was not interested in
facilitating this process, why would I have waited THREE MONTHS before
requesting a full refund and being forced to file a complaint with the RevDex.com? I have contacted
Simmons Warranty twice regarding this matter to see if they could assist because
Sleep City was not. I was told it should
take NO LONGER than to weeks for a warranty replacement. I was told by Simmons Warranty that they
would not be able to assist me, nor would another store, that all warranty
matters have to go through the retailer who sold me the mattress. Sleep City has refused to assist me further,
only offering to refund the $they charged me to order the warranty
replacement mattress. When I went to the
store on December to get the credit returned to my Visa card, Salesperson ***
charged me another $instead of crediting the card, so now I have to wait
for two credits to process instead of one.
I believe that my rights have been violated as a consumer. After waiting months for a mattress and
having *** *** cancel the order, I am again requesting a full refund of the
original purchase price of $to be paid before December 31, in a
cashier’s check made payable to me.*** ***

I have attached a duplicate of Mr***'s invoice dated 3/17/ Please note the highlighted area which shows that the mattress purchased was clearly noted as a floor model.In reference our previous response, floor models are not covered under warranty.thank you

I did hear from Jim at Sleep City but he told me that he was working on it and that Temper Pedia was working with him Now he tells you that they are only willing to work with me directly I have been told nothing about this until now
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I have noted our disclaimer regarding Guarantees below The employee that sold this mattress is no longer with our company so I cannot verify information Due to Sealy Warranty issues, we no longer sell this product line http://www.consumeraffairs.com/furniture/sealy_mattress.html
We will have our Sales Manager, *** *** look into this and reply We try to resolve this matter in a timely fashion
night guarantees
at sleep city, we want you to love your new mattresssleep on your new bed for nights and if you do not love the improvement in your sleep we
will offer a one-time comfort exchange for a mattress of equal or greater valueif a mattress of lesser value is selected, a store credit will be issued
in-store credits must be used within one year of comfort exchange dateall we ask is that you sleep on your new mattress for at least days before
making a decisionnew mattresses will require a breperiod to allow your body to adjust to the support system and pressure-relieving foams
guidelines:
• Customer must sleep on their new mattress for at least days before an exchange can be processed
• One comfort exchange offered per purchase
• Sleep City highly recommends that you take advantage of our Red Carpet Delivery Service to deliver your new mattress and pick up the exchange
this will ensure that your exchanged mattress remains in a sanitary and stain-free condition, which is required for return
• All factory tags and labels must be kept intact for exchange
• Mattress must remain free of bodily fluids, stains, rips, tears and noxious odors such as cigarette smokeTo protect your bed and your Night
love your bed guarantee, we recommend purchasing our mattress protector that is guaranteed to protect against staining for years
• Mattress must be supported by a matching or factory approved foundation and frame
• An exchange fee of $will be assessed to all comfort exchangesThis fee includes delivery or pickup services, handling and packaging
• Exclusions include pillows, sheets, mattress protectors, toppers and overlays and all clearance products; such as floor models, discontinued, dam-
aged or closeout itemsthese items are sold “as is”
• Adjustable bases are non-returnable
night rest assured low price guarantee
your purchase at sleep city is price protected for nights from the date of purchaseif you find a mattress set with identical specifications
advertised for less than your sleep city purchase price, we will credit your account or mail a refund for 110% of the price difference to you within
two weeks
exclusions:
• Sleep City reserves the right to disallow price comparisons from product sold online, (ieeBay, Craigslist) and may include sleepcity.com
• Low Price Guarantee does not apply to “as is”, clearance, floor models, vendor rollbacks/rebates, special purchases, promotional items, door busters
or discontinued merchandise
restocking fee policy
sleep city reserves the right to charge a restocking fee of up to 20% on cancelled orders or returned merchandisesleep city’s return policy and the
accompany restocking fees are outlined below:
• Any purchase cancelled prior to delivery will receive an 80% refund
Any delivered purchase is not eligible for return, but can still be exchanged within nights for a mattress of equal or greater valueCloseout/
clearance merchandise is excluded
if an invoice is sent to collections the customer is responsible for any collection fee incurred
night love Your bed guarantee Waiver
You have purchased floor model, closeout, or comfort exchange merchandiseThis product does not offer a 100-night comfort guarantee or refund
you have purchased an product and sleep city recommends that you inspect your purchase carefully before deliverycomfort exchange mat-
tresses have been slept on for as many as nights and floor model products have been used for display in our showrooms and do not typically carry
factory warranties

Our store manager in Kalispell has responded:
We contacted the customer regarding the written complaint
and agreed to replace his mattress *** *** *** ** *** *** He agreed to these terms

This customer purchased a mattress from Sleep City and later came to us with a warranty issueWe explained, and it is made clear on our invoices as well, that all warranty work would be facilitated by Sleep City for the manufacturer, SimmonsIt is solely up to Simmons whether a bed meets their
warranty criteria or notIn this case, the warranty was denied repeatedly by the regional Simmons representativeAfter many requests and personal calls we were able to get the warranty approved by SimmonsAfter we received the credit from Simmons the order for the mattress was placedThe process took longer than but in the end we went above and beyond to get approval for a warranty replacementOnce delivery was confirmed, *** *** (General Manager) called the customer to apologize for the wait and to notify the customer that the bed would be delivered the following weekUpon hearing the news the customer became irate and circled back to the problems with the warranty process and the poor communication with the storesThe customer stated that she did not want the bed, would not accept delivery, and wanted a full refundMr *** calmly apologized and explained that a refund would not happen and explained the customer's two options: 1) accept the warranty replacement from Sleep City which would arrive in one week, or 2) refuse the mattress and pursue a warranty replacement credit at another Simmons retailer since any Simmons dealer can process warrantiesIn this case, Sleep City would refund the $spent to upgrade the mattressThe customer FIRMLY stated that she would not accept delivery and hung up the phone with saying goodbyeThe customer seems interested only in getting a full refund and not interested in facilitating this process to get her bed replacedAs a result of the call, Mr *** cancelled the mattress delivery with Simmons since the customer clearly would not accept the bed

Sleep City has a no-return policy on pillows and mattress protectors to protect our consumersHowever, if the customer returns the protector unopened to our store we will offer a full refund without any restocking feeThanks

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
The response provided was their night guarantee that was copied and pasted from their website, this does not help the issue at handI purchased the mattress expecting a full year warranty (10year+10year pro-rated), but due to some shady salesmanship and my inexperience in mattress purchasing I was taken advantage ofAll this was stated in my original complaint as well as in my emails to the business in question, but for the record I will re-post it here:At the time of purchase us-mattresses.com was selling the bed for $
with free shipping, but wanting to keep my business local as I felt I
should being in the small tight nit Flathead Valley I decided to
purchase this fairly expensive bed from Sleep CityBefore stroking the
check as payment I repeatedly asked your sales associate about the
warranty coverage and he assured me I would get a full year warranty
(no questions first years/ following year pro-rated)Feeling good
about keeping my money in the community and having piece of mind with
my assured warranty I felt extremely satisfied with my purchase until
years down the road when the bed started to sink inI then joined the
military and hadn't had time to address the failing mattress issue until
the 3rd year with the bedAt this time I submitted my warranty card,
photos of the depression as well as law tags, and proof of purchase to
Sealy's Warranty department and much to my dismay the claim was
immediately denied because of the receipt stating that this bed was in
fact a floor modelNot being a mattress expert at the time of purchase I
had no idea that this could ever happen especially with Sleep City's salesman's
assurances in the warranty that I had to believed to receiveThis
whole ordeal is extremely disheartening and I simply cannot believe the
way I have been treatedMy back is getting destroyed from this mattress
and I simply cannot afford to purchase a new one so I want to propose a
possible solution.I truly need a new mattress and even if I was ok with a Simmons mattress it would be extremely difficult to pick one from Sleep City because the way the mattress industry worksIt is rare that companies sell a bed with the same name or even the same exterior appearanceThis prevents customers from cross referencing reviews and pricesWhich makes it impossible to make an educated decision when buying a mattressBuyers simply have to rely on what they feel and the trustworthiness of the salesmenSo being active duty military I now live in Maryland and though there are plenty of mattress dealers around my area that sell Simmons they more likely than not would sell a Simmons mattress with the same name that a Sleep City's Simmons mattress would have
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was charged full price for this bed like I said it was the same price on usmattresses.com. I was taken advantage of and sold a defective product for full price and told I had a 20 year warranty. This whole ordeal is a complete nightmare. I was basically robbed. Clearly they are unwilling to atone for their employees indiscretions, I hope they go bankrupt. What makes this worse is that my neighbor was great friends with [redacted], the spokesperson for this God forsaken company. Which further proves my point of the tight nit community the Flathead Valley is.
Regards,
[redacted]

The issue has been resolved with the customer.   She returned the mattress and we refunded her money.  She is satisfied.[redacted]

[redacted] purchased 2 twin mattresses set with 2 mattress protectors in early September. She took one mattress and both protectors at the time of purchase. Sleep City had to order her other mattress since it was out of stock. Due to a series of unfortunate occurrences, some the fault of Sleep...

City and some the fault of Simmons Mattress, the mattress was delayed and did not arrive at our Missoula location until 11/16. Since the customer lives in Charlo, MT, an hour and a half drive from Missoula, we scheduled the delivery for Thursday the 16th. Out of necessity we schedule out of town deliveries to certain areas on certain days to ensure we can efficiently deliver our products throughout Western Montana. Mrs. [redacted] refused to take delivery that day and demanded a refund. We offered to give her a full refund for all undelivered product without any restocking fees due to her long wait. Her sale has been voided and we will or have already refunded her money for the undelivered product. We will not refund her money for the product she has accepted and used for the last two months. We regret the unfortunate circumstances of this sale and the poor customer experience that Mrs. [redacted] received but we feel we have done everything that we can at this point to remedy the situation.