Sleep City, USA

Sleep City
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 ordered. She 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

Sleep City 2535 Highway 93 S Kalispell, MT 59901 March 22, 2018   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, 2017.  We...

conducted a warranty inspection on this mattress on September 8, 2017.  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, 2017.  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, 2018.  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 defects. Mr [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 incorrectly. We 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, 2018. Simmons rejected this claim, again, because the mattress is not showing signs of excess body impression nor any other manufacture’s defects. We 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

We absolutely wish to service and satisfy our customers.  [redacted] has refused to speak with us.  We would like a photo of the base she received so that we can confirm she received the foundation noted on her invoice.  Also, we were not aware at the time the order was placed that the mattress was on backorder.  This is the time of year that the mattress manufactures are converting to the new line and it can cause delays on the previous year models.  There was never any intent to mislead Ms. [redacted].  We are trying to resolve the matter but it is difficult when she refuses to communicate with us directly.

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Our General Manager has been in contact with both the customer and Tempur Pedic regarding this matter.  Tempur Pedic chose to end their relationship with our company so we have been attempting to get the product released but have been met with obstacles.
We were told by Tempur Pedic that...

they were going to deal directly with the end-user (customer).  We have not been able to verify if that has happened and would appreciate any feedback so we can resolve this in a timely manner.
Thank you.

[A default letter is provided here which indicates your acceptance of the business' response. If 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.

It is the Home Office's understanding that this matter has been resolved per our store manager, Robert S[redacted].  We have responded to this inquiry twice [redacted]. Please contact [redacted]@sleepcity.com.  thanks

[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.
[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 purchase. When I asked the salesman about the sale he stated he was giving me the powered base at the non powered price. As far as a date odf delivery on the base, we received a phone call AFTER the remarks were posted to set up a delivery. The statement that they have tried to satisfy this order is absolutely ludicris. This experience has been absolutely horrible. It is very obvious by their response they have no interest in servicing the customer once they have received their money. Since you as an organization, are unable to help me, I suspect I will have to go through my credit card company to get this resolved. As 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]

Review: ON Jan 31 I purchased a queen adjustable frame and mattress from this company. This has been a nightmare from the beginning. I purchased the bed because my husband shattered his ankle and cannot climb the stairs in our home. This was made abundantly clear to the salesman at the time of purchase. The salesman sold me a powered adjustable frame. At least that is what he led me to believe that was what he was selling me. After repeated calls with no return calls, I posted a bad review on facebook. That got me a call with a promise to deliver the base and a 'loaner' mattress to be delivered the next day. They delivered a non powered base and the 'loaner' mattress with a promise of the new mattress to be delivered within 2 weeks. When we contacted the company on Monday about the non powered base they said they would look at the paperwork and give us a call right back. My husband called them this morning since they had not called back and they stated I was sold a non powered frame, and that a powered frame would be $500 extra. This had been by far the WORST experience I have ever had in purchasing furniture.Desired Settlement: I want them to pick up their merchandise, waive their 20% restock fee and give me a full refund. No other action at this point is acceptable.

Business

Response:

Review: Basically, our complaint could fall under any of the listed types, and is somewhat a health issue.We purchased a Beautyrest Black Sidney mattress from Sleep City in [redacted] and received it Dec. 9th 2014. Per the manager's recommendation, this very expensive mattress was top of the line, softest mattress available, and would provide the support and comfort we needed for restful sleep.Within a week we knew it wasn't providing that comfort. After trying to work with the mattress for 30 days per Sleep City's guidelines, we went back to the store to either get a different mattress or our money back.Why pay $4,400.00 for a mattress that wasn't meeting our needs, especially when Sleep City's advertising claims it would give us good sleep and improve our health?The manager wouldn't have anything to do with us, claiming that a previous purchase/exchange had absolved him of helping us out. He gave us the phone number for Corporate headquarters (###-###-####) in Missoula, Mt. telling us to call them and work it out. It took 2 weeks of calling and leaving messages, before we got a live person to talk to. She listened to our story, and said she would talk to a manager and someone wouldget back to us in two or three days. NOT! It was more like two weeks and more phone calls before anyone got back to us. He listened to our story, said he would need to talk to "Corporate", and get back to us. Hedidn't return his call until a week after he said he would, and then again said there was nothing they could do for us. It is our belief the mattress is defective because of the way it has caved in after 30 days of use. (I have only seen a mattress do this after 15 years of service.) The Sleep City person now insults us for claiming it now defective "because we didn't get the answer we wanted." but said he would again talk to Corporate and get back to us. He still has not done that after another almost 2 weeks.Desired Settlement: We would like to have their expensive worthless mattress replaced with afirmer (not softer) mattress, or have our money refunded.

Business

Response:

This customer purchased a mattress from our [redacted] location and discovered they didn't like it. Per our Comfort Guarantee they were allowed an exchange. The customer decided they didn't like the second mattress either, so even though our policy dictates a one time reselection, we allowed a second exchange.After their third mattress was delivered, we were told the customer has a health issue, not a mattress issue. The [redacted]'s asked for a refund and our manager told them that we do not offer refunds only a one time reselection, which we had already extended by offering them another mattress. The [redacted]s have made no mention to our [redacted] store that they believe the product is defective.

Consumer

Response:

[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.

Sleep City is stretching the truth considerably.The [redacted] store knew of our health issues from the beginning. It was never a matter of not liking the mattresses.It was finding that the mattresses did not provide the support and comfort the [redacted] manager said we would have and as guaranteed by Sleep City's advertising. The mattress we purchased was based on the salesman's recommendations. The only reason Sleep City allowed the second exchange, was because it involved more money for them at an additional $2,400.00 cost to us.As noted in the documentation uploaded when we filed this complaint, we initially talked to the [redacted] store on January 7th, about the third expensive mattress not being supportive. He basically told us to "get lost, not come back to him" and take the matter up with the Missoula office. We did not at that time ask for a refund. At that time, we had not yet discovered the defect in the mattress, that it was severely collapsed in the middle, a condition that was not apparent when the mattress was delivered. We did not ask for a refund until after the verbal abuse we received from [redacted], the person we talked to in Missoula.Our request at this time for a good resolution, is to have the defective mattress replaced. Sleep City has already violated their policy of only one exchange, by giving us the third mattress that came with an extremely high cost to us. If Sleep City cannot do that, then we want our money refunded.

Regards,

Business

Response:

We have requested that the Manager of our [redacted] location, [redacted], contact the [redacted]s. As per the manufacturer's warranty, he will go to the customer's home to inspect and measure the mattress. If the mattress is deemed to be defective based on the manufacturer's specifications, a factory representative will be notified. Sleep City does not have the right or authority to honor manufacturers' warranties. Sleep City provides the initial inspection services and notification to the factory only.

We had the same issue as others on here. Ordered a bed, was supposed to be in like in 2 weeks and 6 weeks later, no bed! just excuses. We finally had enough and cancelled our order but were told that refunds are issued from home office and that they would mail us a check. took 2 more weeks to get refunded. We went to a different dealer in town, bought the same bed (paid less) and they delivered it in less then 10 days even with having to order it. Sleep City is a joke. Just close your doors and quit selling beds if you can't run your business properly.

I don't know the outcome of my experience yet, but to date I am very frustrated as I ordered a mattress on April 21st and was told it would be 3-4 weeks. I received no communication from Sleep City and on May 30th I called and left a VM with [redacted] with whom I had spoken at the time I placed the order. He promised me a mattress update by Tuesday June 3rd. As of today - Friday June 6th I have not heard from Sleep City and have called every store and every number listed on their website with no success. All phone numbers lead to a voice mail. I am fine with waiting for a mattress if someone would have the courtesy to communicate regularly with me and also to delay the charge to my credit card. I am frustrated by the fact that I have paid for merchandise that is not in my possession as promised.

Review: Purchased a Georgianna Beautyrest mattress in January of 2013 from Sleep City from a gentleman named [redacted]. On Dec. 9, 2013, I sent them pictures of a seam defect and rip in the stitching of the mattress. They informed me that [redacted], the sales representative from Simmons has approved a replacement mattress to be delivered to me and they are just awaiting shipment.After many phone calls, emails and a ton of excuses, as of May 13, 2014, I still have not heard from either [redacted] or [redacted]. Neither gentleman will return my calls or emails.I have contacted the Simmons mattress company directly and they advised me that I must go through the sales representative, which is [redacted].Desired Settlement: My mattress is a year and a half old and had a defect in only nine months!!!! It is under warranty for 15 years! I would like my mattress replaced immediately.

Business

Response:

We sincerely apologize for the delay on getting [redacted] her warranty replacement. It is unacceptable that it took this long for a simple warranty replacement. Most companies require customers to go directly through the manufacturer for the warranty but as a convenience to our customers we offer to help with the process to expedite the warranty replacement. Upon receiving her original warranty complaint we contacted our Simmons rep to have the warranty replacement approved. Once approved, we sent the paperwork to Simmons and were repeatedly told the issue had been resolved. It would only be when we heard from [redacted] we became aware that the product had actually not been delivered. This happened multiple times and we are regretful we were not more proactive to find resolution for the customer sooner. We have gotten a final delivery confirmation for the replacement of 5/27. We have located and resolved the communication problem leading to this situation and are certain this will not happen again in the future. Again, we are very sorry that it took so long to replace the mattress for [redacted].

Sincerely,

Vice President Online Sales

The Helena store is just going under spent 4500 on a bed there was told 1 month to get it took 6 weeks after calling a few times got my bed on august 2nd was told a few days and my pillows would be in now 3 weeks later still no pillows spent $300.00 on 2 pillow come on this is crazy just keep getting told it's held up at main office
We have bought beds from them in the past and never had this problem they moved to new place and this sounds like a problem I will never buy a bed from them again and have told our family same thing [redacted] Was great sales man he answered questions best he could took time with us but we have had no follow thru with them calling us to get our pillows come on what's the use of a expensive bed and cant get the pillows we ordered with it

Ordered a mattress and had my card charged. Two weeks later I get a call which I had to return a couple of times because I got a recording at the customer service extension. Was told they did not have the mattress I ordered and was charged for two weeks prior and no alternative was offered for my trouble. I would not recommend this place based on the poor accuracy of their website and the fact they did nothing to compensate me for my trouble of wasting two weeks and having my card charged.

I was told I would receive my bed within 3 weeks. My bed wasn't delivered until week 5. Manager [redacted] said the manufacter didn't send it each week past week 3 or that the manufacture only sent part of it. I asked him to investigate it and he didn't and just said it would be in the next week. I asked for the manufactures phone number and the order number so that I could call the manufacture to see what the problem was that was holding up my bed. I was not accommodated. The manger did a poor job of handling the situation by saying upper management was handling it. I never recieved any phone calls about the problems until the day of delivery. My scheduled time was late afternoon so I wasted my time waiting for them. The delivery people were great when they finally came out to set up the bed.

Review: They will tell you anything to make a sale, I got completely screwed out for $2k on a purchase of a bed.

At the time of purchase us-mattresses.com was selling the bed for $1700 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 City. Before stroking the check as payment I repeatedly asked your sales associate about the warranty coverage and he assured me I would get a full 20 year warranty (no questions first 10 years/ following 10 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 2 years down the road when the bed started to sink in. I then joined the military and hadn't had time to address the failing mattress issue until the 3rd year with the bed. At 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 model. Not being a mattress expert at the time of purchase I had no idea that this could ever happen especially with your salesman's assurances in the warranty that I had to believed to receive. This whole ordeal is extremely disheartening and I simply cannot believe the way I have been treated. My back is getting destroyed from this mattress and we simply cannot afford to purchase a new one. I have contacted multiple representatives of Sleep City (store level and corporate level) and they will do absolutely nothing for me and will no longer reply to any emails or return any of my calls. This business is shadier than most used car dealerships. I hope they go out of business, do yourself a favor and go anywhere but here.Desired Settlement: I originally would have been ok with an exchange, but they refused and now only sell Simmons Brand beds which I do not want so I would like a refund.

Business

Response:

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, [redacted] look into this and reply. We try to resolve this matter in a timely fashion.

Review: On 12-19-15 my husband and I purchased a mattress and floor model base. We purchased the items during a going-out-of business sale. [redacted], the store manager. We were given a 3-5 week delivery time. We paid in full. We understood the mattress would be ordered and the floor model base would be kept at the Great Falls location until the mattress was received and would be delivered together. We hadn't heard from Sleep City after 5 weeks, so we called (1-23-16). The Great Falls location was still open. The girl we spoke to said the mattress was on the truck and we should here from them the following week to set up delivery time. At the end of the following week we called again. We were told the mattress and not arrived, and gave us the number for the Bozeman location. We were told to contact them with any further inquiries. We waited another week and called Bozeman. The gentleman said he could see our order in their system, It would probably be another week. When we still hadn't heard anything we called again. Once again our mattress was not yet delivered. We were given the number to the Kalispell location where [redacted] the former Great Falls manager had transferred. [redacted] did contact us that afternoon. He said that he was watching our order and to expect a call from them soon for a delivery date. Weeks go by. My husband spoke to [redacted] on 3-8-16. We were told to that we would be contacted on 3-17-16 to set a delivery. On 3-18-16 after no delivery time had been scheduled, my husband called back. [redacted] said that we would have a bed and generous compensation on 3-23-16. Well, today is 3-23-16. We have not been contacted and we do not have a bed. I would consider my husband and I to be patient people. I understand that things happen. However, we have been lied to over and over again. They cashed our check in December 2016 and they have not delivered our mattress. We still have no idea when we will be receiving the product that we were promised.Desired Settlement: delivery and compensation

Business

Response:

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