Sleep Pros

Review: My husband and I have purchased a bed from this company. We were told by the finance company to call them once the bed was delivered. The bed was to be delivered on the 23 of August. My husband received a phone call from this company asking him to call the finance company, on the 21st, to report that we had received the bed. I called [redacted] the owner of the company to complain of the falsification of the report and was told by him that is the only way they are guaranteed payment of the bed. My husband [redacted] was also told the same. We were told the bed would be here on the 23rd, by 6pm. As you might see, it is now 6:08. No bed. I did call the finance company to report them. The owner was very rude when I did confront him of why he should start receiving income from us for the bed, when, yet, I am still waiting for it. It is now, 6:09. Our money is being spent, and we have, yet, not bed.Desired Settlement: I think that this company is very fraudulent for asking it's customers to lie to their finance company. I find this very frustrating that here I sit, waiting for a company that wants us to falsify our information to our finance company, just in order to get our bed, to pay our bill in full. I think it only fair. 6:11. No delivery. No call. I did also call [redacted] to inquire of our delivery. I was told to call the owner and was hung up on. I placed that call at 5:59pm.

Business

Response:

Our truck broke down and all deliveries were delayed. Mattress was delivered to your house at 6:45 pm.

We apologize for any inconvenience.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

My complaint is why did we have to notify the fiance company, two days before we received the bed. We had to lie to a finance company that we had received the bed, when we did not. The truck didn't break down, I spoke to the guys that delivered it. I want to know how a company, can tell a customer to lie to a fiance company. That is no way to run a business

Business

Response:

It is my understanding that Mrs. [redacted] has filed a complaint of having to lie to our finance company. Our orders are to be placed as paid in full orders. Our finance company will not fund us until the customer receives the product. This was explained in specific detail to Mr. [redacted] Our typical orders also will take 7-14 business days to deliver. Mr. [redacted] wanted his product before that deadline. Our only option at this point was for him to sign the agreement that his order had been delivered. Mr. [redacted] chose the option of signing the receipt of goods, and received his product on the day specified. Under no circumstance was Mr. [redacted] pressured to do anything he did not wish to do. The Product was delivered as promised on the date requested. Our Invoice clearly states on the bottom that we can designate a day for delivery, but, not a specific time as we have multiple deliveries and delays may occur. Mr. [redacted] requested a delivery for after 3 p.m. Mrs. [redacted] was however told that we would deliver by 6 p.m. She then filed a complaint with the Revdex.com at 6:08 p.m. stating that we had yet to deliver, and then falsified her report by stating that our delivery guys had told her that the truck had not broken down. Neither of our delivery guys gave her such a statement, I am also able to get receipts for the truck breaking down in Harrisonburg, VA on the date in question. This claim is completely and 100% erroneous. If somehow Mrs. [redacted] feels as if she was wronged in her situation, I would like to know how? We gave them a price of about half of what they would pay for the same caliber mattress elsewhere, and delivered on the requested date.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Upon contacting the finance company myself, to see if this was standard operating services with this business, they were completely unaware of this. They had no idea that this was standard for the mattress store to operate this way and would look into it themselves. The finance company, themselves, told my husband to contact them, only when the bed arrived. My husband will be freely willing to admit that he did call me and was very concerned that this company put him in this position to call the finance company before hand. Why, would the finance company themselves, tell my husband to call them directly when our bed arrived. They seemed more concerned about our satisfaction with our purchase.

Regards,

Business

Response:

I would first like to say that our policy is "paid in full orders". I also stated that we give the customer the option of signing a receipt of goods upon using a finance order so we may be funded before placing the order. I never said the finance company holds this standard. We will not order until we have received payment in an effort not to be stuck with the tab if the customer decides to cancel the order. Mr. [redacted] was given the option to sign the paperwork, or pay the order upfront by his own means. Mr. [redacted] chose to sign the receipt of goods, and acknowledge that he had the product so we could place the order. I am really not sure why a complaint is being filed here. We also allowed Mr. [redacted] to wait until he had his product before paying his application fee. We did everything we could in assisting this customer and getting the product to Mr. [redacted] much faster than our standard procedure. At this point, we would be happy to take the product back and offer a full refund.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Should this have been my personal account, I would have asked for the return of this non-cooling, cooling bed that you sell that is fraudulent. That is the one reason we bought it, but, again, it doesn't work. This is my husbands account, not mine so we both know I can't make that decision. I will be more than happy though to share the content of your lack of confidence with your financial company with them, as I have saved all copies of these emails. I am sure they will like the one where you expressed that you have your customers lie to them, just in order to guarantee payment.

I consider this matter closed.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We accept your offer to take the mattress back and give us a full refund. We will need to have it picked up and we would like our refund at that time. Please let me know a date and time you can pick up the mattress.

Regards,

Business

Response:

[redacted] stated it is your responsibility to get the mattress to Sleep Pros for the refund. It must be returned without stains, etc.

Review: I purchased two mattresses from Sleep Pros on June 22, 2014. They were to arrive at their store for me to pickup within two weeks. After the two weeks had come and gone without hearing from them, I received a letter informing me that the mattresses that I ordered was no longer available and that I could get two upgraded mattresses or receive a refund.

I then went back to the store and the worker called [redacted]owner) to figure out what upgrade I was to be offered. The sales rep. told me the upgrade and I declined it and requested a refund. The sales rep. then said that they carried no money in the store and that he would have to submit a refund request and I would receive a check in the mail. It is now Sept. 16, 2014 and I have not received my refund. I have talked over the phone to four sales reps. about 30 times in the last three months and all I get is empty promises of a refund. I have requested and then demanded that the owner contact me...with no luck. I have come to find out that this business has lots of other people waiting on a refund other than me. This company is scamming people for their money and someone needs to stop them. My purchase total was $409.62. I wrote the check on 6/22/2014. The check was processed through their bank on 6/24/2014.Desired Settlement: I now demand a refund, interest on the money that they have of mine sitting in their bank, and compensation for the time and effort that I am having to put into retrieving my money, and the three months my kids have gone without proper bedding.

Business

Response:

This letter is in response to Mrs. [redacted]. We unfortunately did experience a delay in her refund. I spoke with her on 9/23/2014. I offered Mrs. [redacted] a significant upgrade on her mattresses as these were available immediately. On top of the upgrade, I also offered her free delivery and $50. Mrs. [redacted] declined my offer and asked for her refund, which will be granted.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still have not received my refund.

Regards,

Review: We ordered a king size Pure Bliss latex mattress on 11/09/2013. After several weeks of excuses and lack of delivery we again spoke with owner and cancelled the order to be issued a refund. This paperwork was finalized on 12/13/2013. We were told the refund would take 10-14 days- which we questioned since the check written had cleared the back weeks prior.

To this date we have neither received product or refund in any form. We would love to enter into court but this is proving to be futile since it seems he "piggybacks" LLC licenses and moves around whne caught with financial issues.

I have since found out that we are not the only family to experience this loss. This was a $1900 sale!!!Desired Settlement: We want a refund but more importantly I also would like to make sure this does not continue to happen to others! He is a crooked business man!!!

Business

Response:

I am responding to your letter referencing Mr. [redacted]. Upon ordering the merchandise for Mr. [redacted], we were told the product was on back order. We updated Mr. [redacted] with each update we had. The product had been damaged in the shipping process. We gave Mr. [redacted] the option to wait for another shipment, or we would refund him entirely. Mr. [redacted] chose the refund, which has been issued. This matter should have been closed as of February 24, 2014

Sincerely,

Sleep Pros USA

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To Whom it May concern:

This is anything but closed!! To date 3/17/2014 NO REFUND has been received or sent. If that is the case I would like to know the check number and where it was sent. We have never received anything from them and would be more than happy to pick up a check. Actually, at this point we continue to let patrons know of deceptive behavior and questionable business ethics. There are several others in the county who have voiced similar complaints.

If Revdex.com has in face reviewed this how do we received the so called refund issued??

[redacted]

Business

Response:

This letter is in response to the matter of [redacted]. Mr. [redacted] Has been issued a check for the amount of $1,737.79 which is the result of his $1,987.79 being refunded minus a $250.00 restocking fee for special orders per company policy. If there are any further questions on the matter, you may contact me personally.

Sincerely,

Consumer

Response:

Good morning!

Again I must say this statement that Sleep Pros, LLC has issued is completely untrue! Todays date is April 15, 2014 and there has been no check, received, cashed or offered to myself or [redacted].

The fact that he continues to allow false statements to be made- no longer by the owner- but by a manager leaves me to believe they realize that they are caught in a lie.

First off, I have submitted paperwork to the Attorney Generals Office where Mr. [redacted] (the owner) plainly stated that he would be issuing a complete refund to us...this paperwork was dated 3/10/2014. There was no mention at ANY time of a restocking fee. Again the story continues to change with the fact remaining that a refund of any sort has NOT been issued. The initial paperwork for a refund (12/2013) signed by [redacted] and issued by [redacted] plainly states a FULL refund would be granted.

I again ask for a full refund and at this point can see no reason why this is legally allowed. Product was not received, refund was not issued and lies continue. A business with terrible ethics and integrity affecting the public of Augusta County.

Sincerely,

Business

Response:

Business sent copy of check sent to the consumer

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I bought a mattress from sleep pros in [redacted]. on march the 3rd 2015, they told me the mattress would delivered on the next Thursday, It did not come on that date. When I asked why they said due to snow delivery was delayed that it would be here on the 16th. Well it didn't show up and I told [redacted] that I wanted to cancel he said I couldn't because the contract said they had up to 20 days to deliver. So finally on the 26 the mattress came. I used the mattress for 3 days, then I went back and told [redacted] that the mattress was no good and I kept rolling out of the bed. I just got a so so answer. A week later I told him I was going to bring it back that it was a poorly made product. H said I couldn't bring it back. I tried several times later to resolve this issue with him. and finally I got a reply from him that I had signed a contract saying I couldn't return it or get a refund for it, that it was mine now, This mattres was a defected product and there was nothing in the contract about not being able to return a defected product. I have found no information on a sleep pros usa company. the only one is in [redacted]Desired Settlement: I would like this company or person to refund my money and I will return the mattress

Business

Response:

We went to Mr. [redacted] house and inspected his mattress, we told him that there was nothing wrong with it! He just does not like the way it feels, and we nor the manufacture warranty FEEL, only defects!! This is stated VERY clearly in his warranty.

As far as a refund Mr. [redacted] has been issued a credit by his credit card company at the point, we have disputed it but who knows how it will go?? He has his money and our MATTRESS at this time... He really should learn to be honest! Because he had filed his dispute and received a credit even before he complained to the Revdex.com, unreal!!

We have done our part in this matter. The warranty, if any is with the manufacture as it CLEARLY states in his receipt. We were just trying to help... But, with his actions I am NO LONGER willing to assist him whatsoever!

Sleep Pros, LLC

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

sir,my complaint to this person or company was not because it didn't like the way it felt. My complaint to Sleep Pros was that there was something wrong with the mattress ,when laid in it, I would roll out of bed. and It had hard places in it. It was very uncomfortable and I could not sleep in it, s What ever measurement he took did not apply to the way the mattress laid or sleept. as far as me having the mattress, when I told him I was going to return it he said, what am I going to do with it. I no longer use this wortless mattress and will gladly take it to him. I would expect he wouldn't tell the truth about it.[redacted]

Review: The first week of August I put a 10 dollar deposit on a mattress. I was not told the mattress would have to be ordered and not in stock when I paid the remaining balance. I go to the store the following week and pay the balance in full and I am told the mattress has to come in on the truck and I would receive it on Monday.

I call on monday and I am told it would be another week or two before it comes in. I decide to go elsewhere and buy a mattress from another store that has one in stock thinking I would get my money back.

I call sleep pros and am told they dont give refunds and that it is printed on the receipt..there are no signs on display saying this and once you pay it is too late.

Finally the owner decides he'll give me a refund minus a 250 dollar restocking fee. This is ridiculous because the mattress wasnt in stock and I never even laid eyes on.

I can't go to the store to get my refund, the owner says his accountants have to mail it to me. I have been waiting for 2 months and every time I call and speak to the owner it's a different excuse and tells me it will be mailed that week.

I just want my money back.I have been robbed.Desired Settlement: Want my 216 dollars the owner promised me, or better yet.a total refund.

Consumer

Response:

At this time, I have not been contacted by SLEEP Pros USA regarding complaint ID [redacted]

Regards,

Business

Response:

Refund requested has been made, and check cashed by Customer!Sleep Pros, LLC

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 and I consider this complaint resolved.

Regards,

Review: I was sold a $730 Mattress that had a 10 year guarantee. The Mattress is sagging very badly on both sides of the bed after only 11 months of use. I have notified both the store and [redacted] numerous times, only to be avoided and put off. I started complaining in May 2013 and still no resolve.Desired Settlement: I would either a refund or a replacement of my mattress.

Business

Response:

I am responding to your letter referencing a warranty claim issue in the assigned ID of [redacted]. I spoke with the customer personally. I explained to the customer that Sleep Pros USA is a third party vendor and all warranty issues are handled by the manufacturer. Sleep Pros USA does issue a thirty day comfort exchange to allow for full customer satisfaction. Outside of the thirty days of receiving the product, the customer must deal with the manufacturer. The customer explained to me that he had contacted the manufacturer and that his claim had been denied. We are indeed sorry for the inconvenience, however, the problem is with the manufacturer and not Sleep Pros USA.

Sincerely,

Sleep Pros USA

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I bought the mattresses, the Owner ([redacted]) said they would take care of any warranty issues himself. Also, after getting no help from Sleep Pros and [redacted] (the owner), I did get in contact with the Mattress maker, and they said that all claims go through the store you purchased them at. I owned these Mattresses for less than 1 year when I started making the complaints, and the store owner promised to take a look at the mattresses to make it right. After multiple emails, and no returned phone calls and multiple store visits, the retailer gives you nothing except for broken promises. They promised to deliver the Mattresses, but after you paid them, they wouldst deliver the mattress. I had to arrange for someone else to pick them up. They said they would get rid of the old Mattress, again, they would never pick them up.

Does the retailer really expect me to drive the mattresses to the manufacturer? There is no place in the store does it state NO RETURNS, or Warranty not honored here. There is no place in the store or on the receipt is, that you have to return the mattress to the manufacture if you have any warranty issues.

Regards,

Business

Response:

Once again I would like to express my apology in regards to the current situation. The mattress is under warranty by the manufacturer. All products sold by us are under manufacturer warranty, The law tag on the sleep set will indicate that it is a manufacturers warranty. Sleep Pros USA is a third party vendor, and therefore can not and do not provide any type of warranty beyond a thirty day comfort exchange. Symbol has received and rejected the claim for the mattress in question. I have requested information on this case from symbol as to why the mattress was rejected, however, I have yet to receive a response. Outside of offering a discount on another set, we are unable to further assist.

Sleep Pros USA

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I purchased the mattress, [redacted] (owner/manager) assured me that they honor factory warranties if I bought the mattress in his store. [redacted], also on multiple occasions said he would stop by the house and assist me the Warranty issue. He never showed up. I did contact the Symbol Mattress company directly, and they said it was the stores responsibility to assist me with the Mattress. This is why they rejected it. They said that you as the store need to inspect my mattress in person. Sleep Pros has REFUSED to inspect it. I would think that a mattress store would help cover products purchased in thier store, and if you dont want to honor the Mattress warranty and insist you are a 3rd party vendor, you should have a sign in your store.

Regards,

Review: I purchased a mattress set on Dec 14, only after purchased was I told the product had to be shipped. Since I have a current set that is broken I agreed to the "couple of weeks" that was told me. As of current date, Jan 13, I have NOT received any product, after 5 calls, no satisfactory answer, only vague suggestions as to when the set might arrive. After the 4th call, I have demanded a number as to contact the owner, and that to has been a dead end. I paid cash ($535.98) for a product that at the very least, I should have had some quality communication with the store clerk during this "shipping" period that continues to be changed every time I call!Desired Settlement: Sleeping on a BROKEN mattress for an additional 4 weeks all I want is the product that was PROMISED me 2 weeks ago!

Business

Response:

Complaint resolved.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had to wait extra long and was lied to about four different times, and they didn't hold up to their agreement. by doing that it cost me another fifty dollars.Also caused me to get upset when there was no reason for itDesired Settlement: I would like to get my fifty back, that I shouldn't have to had paid

Consumer

Response:

the only paper I have is my invoice dated 8/04/2014 the day I paid for the mattress. I got many phone calls saying it was here, then they would call back and say it was not here. then finally they said they would deliver it on Wed. 9/04/2014. Well I never left the house. and they said they tried too and I wasn't home. They lied to me all of August so I paid a guy fifty dollars to pick it up. They WOULD not pay it back for me after saying they would get it to me for free.

Thanks.

Business

Response:

This Letter is in response to the claim of [redacted] # 1[redacted]. Mrs. [redacted] was wrongfully contacted a week before her order came in, and was told she would have her product. Once the mistake was realized, I the store manager, called to apologize to her and to offer her a 10% refund back on her invoice. Mrs. [redacted] asked if we could work out delivery in exchange for the 10% which I agreed to do. Our delivery guys en route to Mrs. [redacted] realized they had the wrong address on the invoice and attempted to call her. After 3 attempts, and about 45 minutes, the guys brought her mattress set back to the store. I spoke with her the next day and explained the situation. I also said we could deliver again on our next delivery day, we only deliver on Wednesdays. Mrs. [redacted] refused to accept our offer and was very rude on the phone, even having her grandson call and cuss me over the phone. My attempts to satisfy her were unsuccessful.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was in the process of buying a house. I figured it would be ready in August and didn't plan on buying a bed at the time but was looking while visiting a friend in [redacted] on 3/30/2014. We stopped by the [redacted] and happened upon the Sleep Pros store that was located there. [redacted] approached us after we laid on a couple of beds. We found one we really liked. We asked how much it was and [redacted] said it was on sale for $1800. I thought about it and said thank you but no thank you. [redacted] said he would talk to his boss to see if they could give a deeper discount. So we waited while he made a phone call. He came back and said the bed was $799. I said I'd think about it. He told us to come back before the closed and he'd honor the price. We left and came back and paid for the bed and the mattress protector. They didn't have the bed on hand and since I didn't need the bed right away plus I wasn't ready to take the bed yet, [redacted] said to call back 2 weeks before I needed the bed. I told him it would be around July or August. He said that was fine. I called back on July 21 and left a message. Since I didn't receive a call back I called again on July 23 and asked to have my bed ordered. I was told it would be delivered to the store 5 - 10 business days from then. I called back on August 6 but there was no voice mail. The phone just rang and rang. After futile attempts I called the [redacted] store. I spoke to a gentleman. He said the [redacted] store closed unexpectedly on August 1. I asked about my bed he said it was being delivered to the [redacted] store on August 11. He said they would call when it arrived. I called back on the 12th and talked to [redacted]. He was extremely rude. He said he didn't know who told me the 11th but it wasn't coming until the 18th. I asked about having to drive further to get my bed and if I wouldto be compensated. He said he'd give me 2 gallons of gas. It's 25 miles further than the [redacted] store. That's 50 miles round trip. So the 18th comes and goes no phone calls. Now no one is answering the [redacted] store phone. I called the [redacted] store they said........basically I still don't have my bed. No phone calls or resolutions have been reached. The staff are dodgy and no one can tell me when my bed will be available. ** in [redacted] has called back but the said he's powerless at this point but there is nothing he can do.Desired Settlement: I would like my bed delivered, and an explanation as to why this process is so shady. Or a full refund.

Business

Response:

Mrs. [redacted] did experience delays in getting her mattress set in, she was offered a full refund. She chose to give it another week. Unfortunately, we experienced more delays in receiving some of our products as the vendor may bump our smaller orders when larger companies fill up the trucks. We again offered her a full refund. Mrs. [redacted] requested that we refund her cards rather than waiting for a check. We have refunded her purchase in full.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action has not resolved my complaint. For your reference, details of the offer I reviewed appear below.

As of 9/5/2014 I have not received my "full refund" I am still awaiting the credit to show up on my account. My mattress set was promised to me on 3 different occasions and when it didn't arrive I did not receive a call from the store or members of their staff as I was promised. Then the store stopped returning my calls or answering the phone. Then they offered to send me a check. I didn't think it was a good idea to accept a check from a company that disappears from a location they promised me they would be in for 1 full year. They called and asked me for my credit card information over the phone. I was not comfortable with that since I felt their business practices were pretty shady. I had to drive an extra 60 miles round trip to go into another store location to get them to slide my card for a refund. The store I purchased my set from closed "unexpectededly" according to staff I spoke with before. This was an unfortunate situation that was not handled properly by the staff or management or the owner. Once I receive a full refund I will be satisfied.

Regards,

Business

Response:

Business did not respond but consumer stated she has received her full refund.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: A mattress was purchased in late July with money paid forward, mattress was due for delivery on August 11th and we were told the product was not delivered. After one month of additional waiting we asked for a refund which we were told would take up to 21 business days. In that time frame we have not received a refund nor mattress. After multiple phone calls to the business we are told "I have no information" we are not given answers nor phone calls in return regarding either delivery or refund.

Recently I received a letter stating that they are attempting to handle debts in lieu of chapter 11 bankruptcy.Desired Settlement: I simply want my mattress or a my refund in whole

Business

Response:

I have confirmed with Mrs. [redacted] that she had been in our store before business hours and spoke with the owner. Mrs. [redacted] and Mr. [redacted] came to an agreement to upgrade her purchase to another line of mattress. I am handling the order of her upgrade, which she will have by October 21, 2014. I will follow up with her when I have the tracking on her order on Friday October 17. I understand this has been a frustrating experience, I am resolving this issue to attempt to satisfy the customer.

General Manager

Sleep Pros USA

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 for the business to perform this action and, if it does, will consider this complaint resolved. This is correct. I spoke with the business again after my husband made our complaint. This will be satisfactory if the mattress arrives as planned.

Regards,