Sleep City, USA

I ordered a $2200 beauty rest mattress on June 28th. We were told it could take up to 4 weeks. Starting on week 5 I have called the Helena, MT store 4 times requesting an ETA for the mattress. I have went in person and still cant't get an answer. Just apologies and blame shifting to the factory. I can't believe that a PO can't be tracked in near real time to determine where an order is. All I want to know is when the mattress will be delivered. Not happy with sleep city!! I will give them 2 more weeks and if no mattress then I will ask for a full refund, especially beings my CC was charged ASAP!!

[redacted]was excellent. He was on top of the entire transaction. When we talked he was very knowledgeable of the merchandise and process of sell. I was impressed with how nicely it was accomplished from order to delivery.

My wife and I love our Beautyrest Black. It was perfect for our taste.

Thank you [redacted], [redacted]

Review: I initially purchased a Simmons Lilburn Plush queen mattress and box set ($850) at Missoula Sleep City on January 10, 2014. I was told it would be 4 weeks for delivery. I waited longer than that initial period. The bed arrived and was set up by Sleep City personnel. After about 6 months, I noticed that there was sagging in areas of the mattress and that the fabric on the top of the bed was "bunching" up and was becoming quite uncomfortable. On January 3, 2015, I requested that a warranty inspection be performed on the mattress. Personnel from Sleep City came to my residence and did an "inspection" using a sting and a box to "measure" the indentations and sagging of the mattress. They took photos and submitted to the representative for Simmons, who in turn denied the claim saying there was not sufficient sagging to warrant replacement. I waited several more months and the sagging worsened. The bed slopes down and is literally collapsing in on itself. Again, I called for a warranty inspection and was again denied, being told that the sagging wasn't sufficient. I went into Sleep City and tried to explain to [redacted] the issues with the mattress. He was rude and condescending. I left the store as the conversation was getting heated. I attempted on multiple occassions to call the corporate office but no one answered or returned messages. I contacted Simmons' corporate office through the number on their website and was told that warranty matters were the retailer's responsibility. I again attempted to contact Sleep City corporate offices to no avail. I posted a review on Sleep City's Facebook page and a comment on Simmons Facebook page. Simmons contacted me and then [redacted] from Sleep City Corporate contacted me within about a week or a week and half. [redacted] agreed to assist me in getting a warranty replacement mattress. He instructed me to go to the Missoula store and pick out a new mattress and they would provide me with a $700 credit. I went to the store and discovered that they no longer carried the same model of mattress that I current had. I could either get something for less money and less quality and comfort or I could pay more money and get something of what I hoped would be better quality. I left the store without making a decision and went back a few days later. On September 17, 2015, I went back to the Missoula Sleep City and chose to purchase the Franklin Lakes mattress only for an addition $270.00 out of my pocket. I was told it would be delivered in 5 weeks. I waited the 5 weeks and phoned Sleep City after not hearing from them. I was told the factory was behind and it would be delivered in 2 weeks. After 2 weeks of additional waiting, I phoned again. I was told that it was on its way and would be delivered the following week. I was told that four more times. Each week I told the salesman, [redacted], that I was getting less patient. I called [redacted] at the Sleep City corporate office and expressed my frustration at waiting so long for the delivery. He said he couldn’t understand why it was taking so long but he would get it to me right away. I was then told the first week of December that it would be here on December 14. I received a call from [redacted] and he was very unprofessional. Wouldn’t let me speak and if I tried to speak and explain my frustration, he would yell over the top of me. He told me I could just wait for the bed. I called twice on December 14 and they do not have the mattress. I feel that waiting three months for a mattress is an excessive amount of time. The only offer for resolution that Sleep City offered to me was to either keep waiting or they would return the $270 and I could keep the failing mattress. I told them that was unacceptable.Desired Settlement: At this time, I request that Sleep City refund my initial purchase price of $850 plus the additional $270 I paid for the warranty replacement and they can come pick up the mattress. I will not accept a store credit.

Business

Response:

This customer purchased a mattress from Sleep City and later came to us with a warranty issue. We explained, and it is made clear on our invoices as well, that all warranty work would be facilitated by Sleep City for the manufacturer, Simmons. It is solely up to Simmons whether a bed meets their warranty criteria or not. In this case, the warranty was denied repeatedly by the regional Simmons representative. After many requests and personal calls we were able to get the warranty approved by Simmons. After we received the credit from Simmons the order for the mattress was placed. The process took longer than normal but in the end we went above and beyond to get approval for a warranty replacement. Once delivery was confirmed, [redacted] (General Manager) called the customer to apologize for the wait and to notify the customer that the bed would be delivered the following week. Upon hearing the news the customer became irate and circled back to the problems with the warranty process and the poor communication with the stores. The customer stated that she did not want the bed, would not accept delivery, and wanted a full refund. Mr [redacted] 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 warranties. In this case, Sleep City would refund the $270 spent to upgrade the mattress. The customer FIRMLY stated that she would not accept delivery and hung up the phone with saying goodbye. The customer seems interested only in getting a full refund and not interested in facilitating this process to get her bed replaced. As a result of the call, Mr [redacted] cancelled the mattress delivery with Simmons since the customer clearly would not accept the bed.

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.

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 [redacted], as most of them are untrue.

I contacted the Missoula Sleep City Store on

December 2 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

[redacted] 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 [redacted] and have Mr. [redacted] call me. [redacted] did not contact me of his own

volition. I requested it. [redacted] 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 $270 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, 2015. 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 [redacted] 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. [redacted]’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 2 to 3 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 $270 they charged me to order the warranty

replacement mattress. When I went to the

store on December 16 to get the credit returned to my Visa card, Salesperson [redacted]

charged me another $270 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 3 months for a mattress and

having [redacted] cancel the order, I am again requesting a full refund of the

original purchase price of $850 to be paid before December 31, 2015 in a

cashier’s check made payable to me.[redacted]

Business

Response:

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

Consumer

Response:

[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,

Review: We purchased a quality bed mattress 2 1/2 years ago from Sleep City in Helena. In 2014 we called Sleep City in reference to the mattress breaking down. The company sent (2) men to our house to evaluate the mattress. The evaluation determined that the mattress was bad and totally broken down and Sleep City and the mattress company would replace it. They gave us a choice of one replacement with us choosing the firmness. [redacted] (manager) at Sleep City, here in Helena, was very rude to us with our questions on the very first day we went into the store location. We were told it would take 4-6 weeks to get a mattress. We waited the time period. After that time my wife called & [redacted] stated " he did not see or could not find where he actually ordered it. [redacted] stated he was sorry but it did not get ordered" ! It absolutely did not get ordered. [redacted] just said "sorry " with no further explanation. We were so upset because our bed was getting so BAD! So we went back to the store on a Saturday and spoke with [redacted], who was working that day. We reordered the mattress with [redacted]. [redacted] stated he would send a e-mail to [redacted] and the company to put a rush on it and it should only take a week or so, they usually get deliveries every Wed. [redacted] stated it would be just a couple of weeks at the most. Which took us toward the middle or late December. BUT IT didn't arrive here. Holidays came & no contact from Sleep City again. So we thought with the holidays we would give them till after New Year. We called [redacted], JAN 5th, he said it hadn't been ordered, that [redacted] did not do something right, because he couldn't find it in the system, again!! (ohhh my). I requested a contact phone number for the main office from [redacted] and advised him that I was going to file an official complaint for the customer service and how we were treated at the Helena location. I called many times, only getting voice messages. I did finally speak with a [redacted] and told her the problem and she advised me she would check into it. I waited days and called again getting only voice messages. Again I finally got [redacted] on the phone and she stated did not have a chance to look into the problem. In short, after talking to [redacted] 5-6 times, I was unable to speak to anyone and no one ever contacted me back from the main office or the local store. The last conversation I had with [redacted] she guaranteed me that the mattress would be here on Feb 4th. On Feb 4 [redacted] did finally find it in the computer but not a Feb 4 date, arrival date on Feb 11. On Feb 7 I called the store again and spoke with [redacted]. [redacted] stated it looked like our mattress would be at the store on Feb 11. I advised [redacted], at this time, if I don't here from someone from the main office on Monday Feb 9, I would be contacting the Revdex.com (Revdex.com). It is obvious that this statement did no good. NOTE: Today's date is Feb 12 when I am completing this letter and I have not heard a thing from Seep City's main office. [redacted] is still a very rude (manager) person in attitude & voice. The last time I talked to [redacted] she apologized again, and asked me what I wanted and she was going to look into again. I told [redacted] that I would take a free up grade to a different mattress where the head portion raises up and adjustable. I called her back again and again she guaranteed the mattress would be here on Feb 4. It was NOT here on the 4th like I was guaranteed by [redacted], by phone, from the main office. Called her again & told her our bed is SO broken down that my wife is sleeping on the couch, she again guaranteed it would be delivered on FEB,4th. This did not happen either. Still total rudeness from [redacted]. He treated us like it was OUR fault for all of this. After my last conversation with [redacted] and she offered me 4 pillows for all our trouble, she recanted on her offer and stated we already had a discount. When we went into the store to order the mattress, the store was having a sale and this the discount [redacted] was stating we received. I NEVER heard from her or anyone else again. They still have NOT called me back. In total since Oct I've talked many times to [redacted] and [redacted] and Still NO MATTRESS after all these months, only rudeness. My wife & I have been very patient with these people and Sleep City. Customer service does not seem to be an important part of their business. When I originally called [redacted] and complained about [redacted] and his attitude, [redacted] stated it was not the first complaint about [redacted] and his customer service skills and rudeness she had received. I asked [redacted] why is he still employed by Sleep City and especially as a manager and she stated she didn’t know. I apologize for this letter seeming to be so mixed up but I hope you get the main idea behind this complaint. Please feel free to call either phone number at any time. Sleep City has very poor management at the Helena location and customer service is obviously not there, even from the main office. All we wanted in the beginning was a new mattress, now with the time it has taken, no follow through on their part, the rudeness and very poor customer service, we would like some form of compensation for our trouble, stress and back pain. A free up grade to an adjustable mattress would be acceptable. Thank you for listening and handling this matter. My phone number is [redacted] and [redacted]. Would you please advise us when you receive this and keep me up dated on the progress. Thank You for your attention to this serious matter. Sent Feb 12, 2015.Desired Settlement: see Attached document

Business

Response:

Sleep City has been working diligently to resolve the problem with this customer. Over the course of events, Mr. [redacted] has become extremely verbally abusive to our staff. We attempted delivery of the bed to Mr. [redacted] last week and he refused delivery even though he was home at the time the driver went to his residence.

Review: On October 27, 2014 I purchased a Simmons Mattress from Sleep City for $2,175.00 and was given a 5 to 6 week delivery time. As of this day, January 6, 2015, 10 weeks (71 days) later we still have no mattress. We have not been given any reasonable response as to the delay of our purchase/delivery. Furthermore, on December 8, 2014, 6 weeks (42 days) after our purchase and when we were preparing for delivery we received an e-mail stating that our mattress would be "next" to release to the factory. In other words, on the day our mattress was to be delivered it had not even been fabricated.Also, on December 16, 2014, 7 weeks (50 days) after our purchase, we received and e-mail stating that our bed would be "delivered to the agent" on 12/29/2014 and we would receive a call to arrange delivery. We were also promised 2 free pillows and a mattress pad for the delay. We have not received a call. We were also given a link to track the movement (shipping) of our bed. We followed the link to what appears to be a picture of a tracking screen. After following this link several times on several different days, no new information or movement of our mattress has shown and the link appears to be dead or fake.Sleep City has delivered a false promise and no longer deserve their A+ rating from the Revdex.com. Going from a 5-6 week wait to now 10 weeks with still no product not only makes me doubt the integrity of this company, it also make me doubt that they exist! This length of delay is unreasonable and there is no excuse for a business which claims to put customer service at the forefront. Lastly, Simmons needs to be notified that Sleep City is providing advertisement of delivery of their product, tarnishing their name and product. Again Sleep City no longer deserves their A+ rating from the Revdex.com.Desired Settlement: My desired settlement is delivery of my mattress and other promised products before the end of business on January 9, 2015 if not sooner, which is more than reasonable. If delivery goes beyond 1/9/15, I would like a mattress rental of equivalent value and quality to be delivered in its place at the expense of Sleep City. I am willing to let Sleep City deliver our bed, but if further delay occurs I will demand a full immediate cash refund, which is only reasonable since we have received no bed.

Business

Response:

Thank you for brining this issue to our attention. The employee in question is no longer with our company. Our new Vice President has been notified of the problem and will be reaching out to you to resolve this matter as soon as possible.

Review: In February 2014, on TWO different occasions, the manager at Sleep City, [redacted], stated that my mattress warranty exchange was worth $1,000. My husband and I proceeded to look at mattresses in this price range on TWO different occasions. We chose the Pomeroy Luxury Firm which sells for $1,299. As I was preparing to pay the $299 difference, [redacted]e then stated that my credit was only good for $650.00. I have called [redacted] and was told by them that they do not deal with customer disputes. I called the local representative for [redacted], [redacted] and was also told by him that he does not deal with customer disputes. I then called the Vice President of Sleep City, [redacted], and he said all he could do was offer me the mattress at $478.00.Desired Settlement: I want the store manager at the Missoula Sleep City, [redacted], to honor his verbal agreement and take $1,000 off my mattress warranty exchange. Thus, I will pay $299.00 to have the Pomeroy Luxury Firm mattress delivered to my home.

Business

Response:

I purchased a bed for %1200 at the Missoula store on October 12, 2014 and when they delivered the bed 2 weeks later, the frame came slightly bent and the lock nut washers would not come off. I immediately called the store the same day of delivery and never got a phone call back, plus the manager's phone inbox was full. I finally called back almost a week later and the manager displayed no helpful attitude at all. He told me to go to some hardware store and get the lock nut for .60 cents. I told him how unacceptable that attitude was considering how much money I paid. He therefore explained that it was the frame I was complaining about and I said it was his attitude and lack of solutions. He later told me to "have a better day". I could not believe he was a manager and I asked to speak to someone with authority and he refused to tell me who that was and that he was the boss. I would never buy anything from this store in the future. They need to train their employees on customer relations and to call people back. He seemed to shift blame back onto his employees instead of owning his own behavior for not wanting to find a solution to the problem.

I purchased a $5000 bed from Kalispell Sleep City 8/15/14. After 6 weeks into my "promised" two week delivery time I finally got my bed. Three days later a motor failed. The store sent a guy to confirm it was broke. Then told me to call ANOTHER guy at the manufacturing to begin the warranty process! Are you kidding me? Now I bought another bed from a family owned business locally and PAID them to return the bed to Sleep City. They are trying to refuse the return both physically and financially. My wife is an attorney and I am a Bounty Hunter...
See you in court Sleep City!!!

Review: I purchased two mattresses on 9/12/15. One was in stock so I took it with me, the other was ordered and I was told 4-5 weeks. My credit card was immediately charged for both, along with two mattress pads that I also took with me. After 8 weeks of nothing I finally called the store and was told it would be another two weeks at least. They had no control, manufacturing issue; essentially putting the blame on someone else. The store manager [redacted], eventually told me I could have it delivered when it came in, after I asked. I had to ask for the delivery charge to be waived. I went in to the store Saturday 11/14 to confirm a delivery of Monday 11/16 when the mattress arrived and the same manager, [redacted] told me it would be Thursday 11/19 as that is when they delivered north of Missoula. I reiterated that was not acceptable and needed it sooner. He was completely unaccomodating. I questioned returning the other mattress under 100 night guarantee and was told it was for exchanges only and would be a $99 fee to change for comfort issues only. The mattress came in today 11/16 and the store called and said the earliest they could deliver it is Thursday. That was unacceptable that after waiting over 9 weeks, I would be at the mercy of their schedule. I asked to speak to a supervisor, and [redacted] told me [redacted] was not in. I said I did not want to speak with him as he had 0 customer service skills. [redacted] supposedly contacted a district manager and I was told I could wait until Thursday, pick it up or cancel. I cancelled and the employee, [redacted], would not guarantee that I wouldn't be charged 20% restock fee. Now I am still down one mattress for my daughter, I feel like I have been ripped off and over charged for the matress still in my possesision, as I supposedly got a better deal by buying both mattresses from sleep city, where as if I had purchased two mattresses from a different retailer I would have gotten a better deal from them. Had [redacted] exhibited an ounce of truth to me and called as soon as he knew my mattress would not arrive in 4-5 weeks, or at the least went out of his way to get the matress delivered to me at my convenience, I might not have taken such a drastic measure as to contact Revdex.com.Desired Settlement: I would like to be able to return all merchandise purchased at Sleep City Missoula for a complete refund (the matress I took home and both mattress pads). Any store that has doesn't even attempt to have customer service on an item ordered and paid for does not deserve my hard earned money.

Business

Response:

[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.

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.I take offense that it was stated I "demanded" a refund. I requested.

We had a similar experience as another review. We were told our mattress would arrive in 3 weeks. After 4 weeks had passed, we stopped in the store to find out when our mattress would arrive, and we were told it would come that Wednesday. Wednesday came and passed, with no word on our mattress. By the next Wed (week 5), we still hadn't heard anything, so my husband called to ask for a refund--they said our bed had arrived and they would call him shortly to schedule a delivery. No word all day until 20 minutes before the delivery, we finally got a call to say they'd be there soon. The delivery people were great, they were fast, clean, and efficient (once the mattress finally got here). The main problem is the logistics of their shipping. In this day and age, they should be able to track a mattress and be able to inform their customers an accurate time frame for when it will arrive instead of being completely clueless.