Sleep Store USA

At this time, I have been contacted directly by Sleep Store USA regarding complaint ID ***, however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">They said a new company is purchasing their company and they will issue me a refund for the amount that I have put towards the bed. They said I could expect payment in 6-weeks
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Sincerely,
*** ***

At this time, I have been contacted directly by Sleep Store USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[I believe that Sleep Store USA has filed for bankruptcy.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I spoke with Medical Equipment Specialist, [redacted], at length on 7/**/13, as I was interested in purchasing a Dual King Adjustable Bed. An Invoice was established on 7/**/13 for the purchase of 1) ONE (1) DUAL KING ERGONOMIC ADJUST-O-MATIC ADJUSTABLE BASE SET (2 TWIN/XL) EACH WITH WIRED REMOTE CONTROL, WALL SNUGGER AND 450 LB. CAPACITY, WHISPER QUIET DC LIFT SYSTEM; 2) TWO (2) TWIN/XL (38"W X 80"L) 10" MORNING STAR ORTHO-THERAPEUTIC PILLOW TOP MATTRESSES EACH WITH 3-ZONE DIMENSIONAL SUPPORT SYSTEM - MEDIUM COMFORT RATING; 3) HCPCS (MEDICAL BILLING CODE [redacted]) INDICATOR ON INVOICE; 4) WHITE GLOVE DELIVERY & SET UP SERVICE, all for a total price of $2,595.00, which was paid in full via Visa, ending in [redacted], and with an ETA of TWO to FOUR WEEKS. The beds were delivered via STI (Order #[redacted]), with [redacted] as the primary delivery man, however set up could not be completehd because the casters sent did not fit on the metal bases (because the 4

legs per bed which the casters would push up in were missing), the

back-up battery system was missing, and the hardware to attach the beds

to the headboard was missing. My initial instinct was to refuse the

shipment (and [redacted] agreed), however I attempted to call customer

service but received no answer. [redacted] and the other gentleman was

kind enough to wait until I could get some direction. I called [redacted],

explained the situation (as well as [redacted] did in also speaking with

[redacted]) and told him I was going to refuse the shipment. [redacted] asked

that I not refuse the shipment and assured me that he would get in touch

with customer service to get the issue resolved. I also spoke with

[redacted] from STI ([redacted]) who advised I could refuse the order

or accept the order by signing, but writing on the receipt my concerns,

which I did only based on [redacted]s assurance that the problem would be

resolved quickly. I received a t/c from [redacted] (customer service) some

hours later and he stated he would contact the manufacturer about the

casters , hardware and battery back-up and that he would call me back

with an ETA by the end of the day, wich he never did. I called [redacted] back on 8/**/13 for an update, and he stated he would be working on the problem "today" and call me back before the end of the day with an answer, which he never did. I sent an ld contact the manufacturer to inquire and call me back before the end of the day, e-mail to customer service with a cc: to [redacted] expressing my

concerns ( I have a copy if needed) on 8/**/13. On 8/**/13 I received a

reply via e-mail from [redacted] stating I should be receiving the legs and

casters early "next week" and the battery back-up was on back order but

should be in "early next week". [redacted] also said he would keep me in

touch and updated on Monday 8/** as to when I would receive everything,

again, which he never did ( I have a copy of this e-mail). I sent

another e-mail to customer service on 8/**/13 indicating the last

correspondence from [redacted] on 8/**, and asked again for assistance in

resolving things ( I have a copy of e-mail), however I never heard from

anyone either by phone, e-mail, nothing. I called [redacted] on 9/*/13 about

10:00 a.m. and asked for a Supervisor in customer service, and was

referred to [redacted] ([redacted] ext.**). I called [redacted] around 10:25 and

requested a return call. About **:48 a.m. [redacted] returned my call,

apologized for everything, assured me he would follow-up to get the

issues resolved, he would have another company send me a more upgraded

backup battery system, he would call me back by the end of the day and

keep me informed regularly on the status, and once all was resolved

would send me a gift certificate or some compensation for my time and

patience. He further stated he believed everyone was entitled to good

customer service whether one dollar or thousands of dollars was spent

and that poor customer service was not how SleepStoreUSA operated. I

called [redacted] back later in the day to say a box had been delivered with

what looked to be the hardware for the headboard attachment, however it

didn't look to be all of the pieces needed to attach two twin beds. [redacted]

transferred the call to [redacted], who said he wouwhich he never did. I even sent an e-mail to the attention of [redacted] and/or [redacted] with pictures of ALL of the items received, which would give a visual of the exact problem ( I have a copy of e-mail). Tomorrow (9/**/13) will be exactly two weeks since my last contact with any representative at SleepStoreUSA, as neither [redacted] nor [redacted] have followed up with me as promised. It's been one month since receiving the beds, and I've been unable to use them because the metal frames are lying flat on my floor, I'm unable to move the beds because of the weight and I have no legs and casters to facilitate movement, my headboard is lying against my wall because I don't have all of the hardware to attach the beds, there's no backup battery system to use in case of power failure, and I refuse to take the plastic off of the mattresses until my order is totally complete ( I have pictures if needed). At this point I'm so completely disgusted and discouraged by the response/lack of response received by this company, I request a total refund of my $2,595.00 and I want the company to arrange to have the beds removed from my home. I cannot, in good faith, do business with a company that is so untrustworthy in resolving what should have been a minor issue in a timely manner ( a month is just way too long), and my concern is how would a major issue be handled? I have lost all faith in continuing to do business with this company and your attention to this matter and your assistance in having my request honored would be greatly appreciated. Thank you so much.Desired Settlement: Desired Settlement: Refund-Credit Card Credit

Consumer

Response:

I was contacted by a supervisor @ Sleep Store USA ([redacted]) on 9/**/13 in reference to complaint ID [redacted], and he assured me he would personally see to it that the issues would be resolved by 10/**/13. I'm happy to report that the problems were resolved effective today (10/**/13) and I have contacted [redacted] to thank him for his diligence in keeping his word. I thank Revdex.com for interceding on my behalf.

Sincerely,

Review: I have been making payments to this company since 2011 for a bed. I recently e-mailed [redacted] to have them apply another payment to my balance. The email came back as undeliverable. I have called several times at the following numbers ###-###-####, ###-###-#### these numbers come back as temporarily unavailable. At this point I am unable to contact anyone to find out if I will be able to make payments and get my bed or if I have lost all the money I have paid towards the bed.

I am concerned that I will not receive the bed I have been paying for because they may have gone out of business or entered into bankruptcy.

Total cost of the bed: $4253.00

payments: 2,200.00

balance owed: 2,053.00Desired Settlement: My first desire is to be able to finish my payments and get my bed. However, if they have gone out of business I would like a full refund of the $2,200 that has been paid towards the bed.

Consumer

Response:

At this time, I have been contacted directly by Sleep Store USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They said a new company is purchasing their company and they will issue me a refund for the amount that I have put towards the bed. They said I could expect payment in 6-8 weeks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Sleep Store USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[I believe that Sleep Store USA has filed for bankruptcy.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,