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Reviews Mattress Sleep Train Mattress Centers

Sleep Train Mattress Centers Reviews (53)

Review: Sleep Train Bed Co. sold me a badly made bed in 2011. Aprox $750.00. The mattress began to collapse in approx. 3 weeks use. They would not refund, and made me go through letters, calls, and appts. before they would exchange for a different bed; which took most of 2012. In 2012 I got the exchange bed valued approx. same, and in 3 weeks it began to callapse. They don't carfe about their customer at all. I have a back injury, and i'm sleeping in a hole! They want me to start the whole procedure again with phone calls, letters (report) and appts. They will not give me a refund which involves over $700.00 on my friends credit card. Can you help get my friend his refund?

It is Sleep Train in Mooney Blvd. in Visalia.Desired Settlement: DesiredSettlementID: Refund

Business

Response:

Sleep train offers a 100 night comfort guarantee on all new purchases. During that time frame, our customer may either make a one time exchange to a different product, OR receive a full refund. Once the 100 night guarantee has been used or expires, the mattress set is protected by the manufacturer's warranty only. Sleep Train helps facilitate the warranty process for our customers, as most manufacturers are on the east coast.

This purchase was originally made in November 2011.

In May 2012, the customer had a warranty inspection, and the box spring was found defective with a 3/4" sag in the center. The mattress was sagging 3/4" as well, following the contour of the box spring.

In September 2012, the customer contacted us again in regards to the warranty. After an inspection was done, it was determined that both the mattress and box spring were defective, and both were replaced at no charge for the customer.

While the warranty on the mattress set is still valid, the guarantees provided by the Sleep Train are not. The manufacturer's warranty will either replace or repair any product found defective. If the customer feels there could be a warranty issue, we would be happy to have an inspection scheduled to determine that.

Review: Sleep Train Mattress Centers: I purchased a Cal. King split mattresses with adjustable base from them, that have BED BUGS, that I discovered crawling on me after being Bitten a few times, I found them crawling on my mattress took my mattresses off the base and discovered them underneath. Called Sleep Train Customer Service on 5/26/2014 spoke to [redacted],who gave me only his First name, he told me to get an Pest Control to confirm what I saw and send the Inspection copy to them and I send them there copy the next day saying there was sighs of Bugs in my Bed. Sleep Train Customer Service said it would take at least to business days to view the info. and would call me back,well I call back on the 3rd of June and spoke with [redacted] who spoke to me with attitude because by this time I am more upset because of no results and I can't sleep on my 4 thousand dollar Bed, and by the way she only gave out her first name so then I got off the phone with her upset because she told me it was going to take a few more business days to review, so I called back with discuss and spoke with [redacted] and also someone else that I did not get his name but anyway with the results... NO HELP I called again on 6/5/2014 and they told me the manager handling my case is not in the office today. I truly believe they, meaning Sleep Train is giving me the Run Around. I am so disappointed with Sleep Train I want no more of there Business. The first Customer Rep. [redacted] told me that some times there beds have bed bugs because they the beds are stored in there warehouses. If I would have known they would sell me a bed with Bedbugs I would have never purchased it from them. I had Back Surgery and they can care less. that is how I feel about Customer Service.Desired Settlement: And to make sure all bed bugs are gone out of my House,to pay for my pest control inspection fee, and also my medical visit to my Doctor for my bed bug Bites. Thank You

Business

Response:

We deny that we delivered any products to the customer that had Bed bugs. The customer owned the products for 6 months before ever experiencing bug issues. All of the customers issues have since been resolved and the guest is satisfied with how everything has turned out.

Consumer

Response:

Consumer states the company did resolve the issue.

We bought a Temper-pedic Contour Supreme mattress from Sleep Train. The off gas of this mattress is extremely bad. We bought it 12 days ago and it hasn't changed. Every thing was tried to get rid of it. The odor causes choking and burning of your eyes. They didn't tell us about the odor, till we went back and complained about it. They said it would go away in a few days by walking on the bed. We spent over $6,000.00 for mattress and chiropractor because of bad back and cant use it. We had to wash all the sheets and garments in the room. It has caused us horrible stress. If you buy this type, keep your old mattress till you know about the mattress.

Review: On July 3, 2014, I purchased a World class Recharge 1000 Luxury Firm for $1,104.06, from Sleep Train located at 3220 W. Shaw Ave, Fresno, CA. 93722 (559) 271-1016. It had a very strong new mattress smell but it was too firm. About eight weeks later we decided to exchange the matters for the World Class Recharge 1000 Plush for $1,595.00. The Plush mattress was delivered on August 27, 2013. Right away the mattress looked dull and dingy and there was no new mattress smell. I called the store and was told to check the sticker on the bed and it would indicate when the mattress was made. According to the sticker the matters was made in July of 2013. I was told that we may be experiencing body impressions. In December of 2013, I noticed the mattress was sagging and I called the Sleep Train store. I was told since it has been over 100 days I must now file a claim with customer service. The mattress has a 25 year warranty. I filed the claim in February of 2014, with customer services and pictures of the matters were sent as well. I was told to take two pictures of the mattress one of the entire mattress and one of me measuring the sag on the mattress. The first sag measure was 1 inch and the second measurement was 1-1/2 inch. I sent four pictures. I was told in March of 2014, that I was measuring the mattress wrong and needed to send them another picture of the mattress with me measuring away from the seams and buttons area. That was done and sent to them. In April 0f 2014, I was told that the mattress had no defect nor sagging issues. I could either file another claim or accept a one-time 50% off any one-time purchase. Good for one year. 10 months later the mattress continues to sag which are not body impressions. I have Fibromyalgia this experience has been very uncomfortable for my body. I was recommended this bed by the store and I specify told them I needed a mattress that would help my chronic back pain and not make my fibromyalgia worsen Product_Or_Service: World Class Recharge 1000 Plush Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund Since the store has known of the problem since December of 2013, I am requesting a full refund of $1,595.00.

Business

Response:

We are currently reviewing complaint. We will respond as soon as our research into the issue has concluded.

Review: On 8/3/13, I purchased the Nuflex Movable Bed knowing that I could return the product within the first 100 days if I were not 100% satisfied. On 9/27/13, I went to the store to schedule a return. On 9/29/13, two movers went to my apartment to pick up the bed. While they were examining the bed, they realized a piece of the metal frame was bent. They took pictures of the frame and advised me to call customer service at 800-919-2337 and speak with [redacted] to discuss the issue. On 9/30/13, I called customer service and my request to return the bed was denied. They said I should have examined the bed when it was first delivered, but the damage could have only been noticed if I moved the bed upwards and stuck my hand under the base. The movers tested the bed when it was delivered and confirmed everything was fine. I did not move the bed after it arrived at my apartment and the bed seems to have been damaged when it was delivered. On 10/1/13, I called customer service again and spoke to a manager, but he also denied my request to return the bed.

Product_Or_Service: Nuflex Movable

Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Refund
I would like to return the product for a full refund. I paid $1,491.12 for this product and it was delivered damaged. I should be able to return a product that was not delivered in great condition. This was a big purchase and I was not satisfied with the product.

Business

Response:

Initial Business Response

At the time of delivery on 8/4/2013, we asked the customer to inspect the product, and had him sign a delivery document that states:

"Please inspect the pack that was used to deliver the products you purchased from our company. Look carefully for any inadvertent damage to your property, premises, or product. If you notice any damage, please describe it in the space provided below. Be sure to carefully inspect your new product for any damage. Please acknowledge with your signature that everything on your delivery was completed damage free and to your satisfaction. please note, any damage to your property or product must be reported now or within 48 hours"

We were contacted on 9/29/13 by our drivers who were there to do a pickup, and were informed that the product was badly damaged. The head end of the bed was bent in, and the fabric was torn. Due to the fact that the product was signed for by the customer to be damage free, and the customer had the base in his home for two months, we have to assume that the damage occurred in the customers home. Our 100 night comfort guarantee specifically states that any damage, stains or tears will void the guarantee.

Review: I experienced poor customer service from this office, in which I perceived to be unprofessional, disrepectful, and discourteous.

On October 30, 2013 by a representative who stated his name was [redacted] I called regarding damage done to a mattress purchased at Sleep Train (located in Vacaville (invoice #XXXXXXXXXX) by my fiancee'. My initial contact was [redacted] who informed me that I needed to send her photos of the damage done to my mattress.

I forwarded photos to her on October 24, 2013. Prior to forwarding the photos I spoke with [redacted] on the phone and explained to her how and when the damage was done (handles on mattress). She instructed me to forward the photos and at that time did not mention that the damage would not be covered under the warranty. To this date Ms. Berg has not responded to my email or contacted me via phone.

On October 30, 2013 I spoke with another rep. named [redacted] who stated to me that she was relaying second hand information by [redacted] that the damage would not be covered because she was instructed by her supervisor not to report the claim to the manufacturer because she in her past experience they did not cover such damage. I called back shortly to inquire if there was someone else that I could speak to and I a rep. by the name of Andres took my call and we spoke in detail regarding my claim. He became argumentative, disrespectful, and non-receptive to my trying to understand the process and trying to gain a better understanding of the warranty and why Sleep Train would not grant my claim for a $3000+ mattress. I informed Andres that I was dissatisfied with his unprofessionalism and I inquired about who I could contact to file a complaint for the services I received that day and overall my whole experience concerning this matter to include (Ms. [redacted] poor communication skills). He provided me with Mr. [redacted] email address. I immediately sent Mr. [redacted] and email explaining the details above. I received an out of office reply and that someone else would get back to me as soon as possible.

To date no one has acknowledged my complaint or concerns. My experience with Sleep Train' claim process has been awful and I will not do business with them in the future and I will also discourage my friends, family members, and co-workers not to conduct business with them as well. Desired Settlement: I am seeking a replacement because I believe that my claim was handled properly from the beginning. As stated in my complaint by [redacted] that Ms. [redacted] was instructed bt the Supervisoor [redacted] not to forward m claim to the manufacturer because she knew that they would not grant the claim. This is an indicator that my claim was not hanldle fairly or properly (normal process not followed).

In addition, the poor customer service recieved by Ms. [redacted] and [redacted] can be perceived as non-caring, in other words I as the customer does not matter and I was not important in the process. I would also like my complaint to be acknowledged by the appropriate persons within Sleep Train (management). It appears that it is a trickle down affect that the customer experience is not important.

Business

Response:

Initial Business Response

Hello, This customer applied for a warranty provided to them by the company Simmons. We faciliate the Simmons warranty process for our customers as a service. This warranty protects the consumer from manufacturing defects. Handles on a mattress are not meant to lift the mattress, they are simply meant to rotate and position. When the customer contacted us originally she told us that a moving company she hired had used the handles to lift the mattress and in turn causing them to be torn from the cover. This was also verified as damage by a third party mattress inspection company. As we stated earlier we do not provide warranty coverage to our customers nor do we approve or deny warranty claims. The consumers mattress did not meet Simmons warranty criteria for what they consider to be defective, it was classified as a damaged product. Please let me know if you need any additional information. Thank you.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I still do not believe that Sleep Train is addressing the real issue of poor customer service. Regardless, if the warranty does not cover the damage to the mattress it also does not cover the poor customer service received by the Rocklin office. They did not mention any of the facts that I addressed in my initial complaint of disrespect, and unprofessionalism. I know that it is confidential information on how companies choose to reprimand its employees, however at best they could have at least acknowledge my complaint. I am not as concerned with the warranty issue as I am with the disrepect of the its employees.

In addition, I think that that my complaint is revelant as they have received several complaints on YELP regarding the Rocklin store and other Sleep Train stores. I know that my complaint is warranted. I too will be posting my experience with Sleep Train on YELP to add validity to other cusomers experience with the poor customer service received and in some cases poor quality of mattresses.

I think that Sleep Train's avoidance of my complaint of poor customer service is due to the fact, that they think that I am dissatisfied because the warranty did not cover the damage to my mattress. However, I know now that in retrospect after speaking to [redacted] on the phone she could have informed me at the time that the warranty would not cover the damage. Therefore, I would not have wasted my time to be bother with such disrepectful and unprofessional customer service.

Again, Sleep Train will suffer a greater lost than I because as I stated before I will make sure that I discourage any and everyone I know from making any purchases from them. I will promote department stores like [redacted] and [redacted] who sell the same products if not better and not to mention that have better warranty's.

It is my hope that Sleep Train will train its employees to better serve its customers when calling in for any concerns. It is also my hope that Sleep Train will improves its management style as it appears right now the employees are a reflection of the management. For example, [redacted] to this date did not have the decency and respect to respond to my initial email to inform me that the warranty did not cover the damage, but instead she passed along second hand information to another employee. To add to that, the manager/supervisor Dale [redacted] was not any better he too avoided me by not acknowledging my complaint. Again, my experience with Sleep Train has been disgusting, disrepectful, and unprofessional and cowardly.

My philosophy is that "We are truly measured by the people that we serve".

Sleep Train please consider this as a measurement of your service not just to me, but to other customers postings on Sleep Train YELP.

Final Business Response

Customer originally contacted us in August of 2013, to report her movers had damaged her mattress seeking us to take responsibility. After two months [redacted] sent us photos of the damaged mattress, after review with the senior manager of the dept. it was assumed damaged (based off the customer telling us it was damaged). We informed [redacted] that the manufacturer would not cover this under the warranty and offered to send her an invoice reflecting the cost of the item should she attempt to seek reimbursement from the moving company. [redacted] thanked us and said she would be contacting the moving company. Customer called our dept. again 20 minutes afterwards, seeking assistance with the same issue. Again another separate representative explained what would and would not be replaced under the warranty, and suggested she contact the company who damaged the product for reimbursement. At this point customer requested contact information for our CEO, and we provided her with an email address. Customer contacted us again 3 hours later seeking a quote for a mattress repair, another separate representative searched Google for the customer trying to find a company who did repairs for her (this would be considered going above and beyond the call of duty). We eventually set this customer up with an inspection through a third party company in hopes that they may determine something different from ourselves. Unfortunately, the inspection company came to the same conclusion as our department. We have reviewed each of the recorded phone calls between this customer and our department, none of which were disrespectful in any way. We simply explained to the customer what is and is not included in the manufacturer's warranty, while facilitating a process that has gone unrecognized.

Review: My husband and I purchased a Beautyrest Black Brooklyn Plush Firm California King mattress from Sleep Train on January 29, 2014. I financed the purchase in my name with their promotional financing through GE Retail Bank. We are totally dissatisfied with this product. We have made a good faith effort to resolve this with Sleep Train. They refuse to assist us due to a prior return issue. I am sure we seem like unreasonable people to Sleep Train because this is the third bed we have tried in the last 2 months. The first bed was a voluntary return, but the second was defective as determined by the manufacturer. We were very clear with Sleep Train about what we needed- a firm mattress with some cushioning. My husband has had 4 back surgeries- he cannot tolerate a soft mattress. The salesperson at Sleep Train assured us that the Beautyrest Black Brooklyn Plush Firm was the BEST FIRM mattress available. We tried it & it seemed fine in the showroom. This 3rd bed was delivered on January 30th 2014. Problems began appearing almost immediately.This mattress is deceptive because it feels comfortable and firm when first laid upon. It then gradually sinks and sags over a time period of 30-45 minutes. We could not have anticipated this problem while trying it out because of the time it takes to develop. I am estimating a "sag & sink" depth of an honest 6-7 inches. We are not overweight, so that is not a factor here. The mattress provides no support at all & we can no longer sleep on it. We are now sleeping in our guest room.Sleep Train just expects us to "eat" a $3,000 purchase. We are retired & on a fixed income. We cannot just swallow this & pay for a mattress we cannot use. The mattress is not eligible for warranty service either. We have determined that it will not meet Beautyrest's criteria for replacement. We were misled by both the retailer and the manufacturer. Regardless of any prior return issues, Sleep Train needs to make this right. I have filed a complaint with GE Retail Bank as well.Desired Settlement: We would happy to receive a refund & return the mattress, but if we could negotiate another exchange we are open to that as well. Sleep Train advertises a "100 day money back guarantee" or your money back. Regardless of any return/exchange policy they may have in place in their fine print, they need to make this right. It is not our fault that the second bed was defective and that this 3rd bed is a shoddy product that is not what it is represented to be. Thank you for your assistance.

Business

Response:

Sleep Train offers a 100 night comfort guarantee on all new

purchases. Our customers may either make

a one time exchange, OR receive a full refund, within 100 days of delivery of

their original purchase. Once the

customer has either used their exchange, or the 100 days has passed, the mattress

is protected only by the manufacturer’s warranty.

Mr. and Mrs. [redacted] visited our Store in Rancho Cordova on

1/17/14. At that time, they purchased a

Tempur Pedic Rhapsody mattress, with the

matching foundations. All items were delivered on 1/21/14.

On 1/26/14, Mr. and Mrs. [redacted] contacted the store, and

decided to utilize their one time exchange, and go with a different

mattress. They selected a Tempur Pedic

Choice Supreme, which was delivered on 1/27/14.

At the time, we had the customer sign a copy of their invoice,

acknowledging that they were using their one time exchange. The complete statement is:

“I am aware that this

constitutes as my one and only exchange/return.

No further exchanges, refunds, or returns will be permitted.”

The invoice is signed by [redacted].

On 1/29/14, the customer contacted us again, asking for an

additional exchange. Although the Sleep

Train only offers a one time exchange, in the interest of Customer Service, we

granted one last exchange for the [redacted]’s.

On 2/11/14, Mr. and Mrs. [redacted] visited the store, asking

for yet another exchange. As we had already

exchanged the mattress twice, we denied any further exchanges. The salesman went to retrieve the signed

invoice where the customers had acknowledged verbally and in writing that we

would not offer any further exchanges.

The [redacted]’s left the store before seeing these documents.

That same day, 2/11, the [redacted]’s contacted our warranty

service department. They asked for an

additional exchange, which was denied.

We explained the 100 day guarantee, and the fact that they had been granted

an additional exchange above and beyond our normal policy.

On every new mattress purchase, we strongly suggest that the

customer sleep on the bed for 3-4 weeks, to allow the mattress to properly

break in. It can take up to 30 days for

your body to adjust a new mattress. None

of the mattresses that were delivered to Mr. and Mrs. [redacted] were kept for

longer than 7 days.

At this time, we are not able to offer any further exchanges

or a refund. We have gone above our

normal policies to offer two additional exchanges. The mattress is protected by the manufacturer, Simmons, under their warranty.

Consumer

Response:

Please be advised that I hereby reject Sleep Train’s response to my complaint dated 3/6/2014. They have left out several key facts regarding this fiasco, and the salesman we visited at the store on 2/11 is not telling the truth about what happened.

It is true that we returned the first bed voluntarily. However, I/we were not advised at the time that we had the option of getting our money back in full. The wording on the invoice regarding this policy is ambiguous. We were also still highly confident that we would find a good mattress at this store.

We were steered towards the “Temper Choice” which is an even more expensive Temperpedic bed than the one we had originally purchased. It is a combination air and memory foam bed that can be adjusted. We had high hopes but this bed would not hold air- the air bladders leaked badly the first night we slept on it. The Temperpedic Factory Rep confirmed that this bed was defective. I am sure that Sleep Train did not loose a dime on this bed & it was returned by them to the manufacturer for a full refund of their cost. Sleep Train’s response is that they took this mattress back in the interest of “customer service” only. The factory deemed the mattress unit defective upon delivery to us, so how could they do anything less than allow another exchange?

At this point we opted to get away from Temperpedic products and go with a standard mattress. As I have repeatedly stated we asked for the BEST FIRM mattress in the store whereupon we were steered to the Beautyrest Black Brooklyn Plush FIRM mattress. This bed carries a label with this exact wording on it. It is supposed to be a FIRM mattress with a plush top. As I have stated over and over again, the bed sags and sinks to an unacceptable level after a 30-45 minute period. It is like trying to sleep in a trench. It provides no back support at all. I was almost physically ill when I realized that this bed was not going to work either. A reasonably intelligent person does not need 30 days to figure out if a mattress is going to be supportive and comfortable.

So, yes- we only kept the first mattress for 7 days, we only kept he second for 2 days because it was defective upon delivery, but we have had the 3rd bed since 1/30. After 10 days of sleeping on the Beautyrest bed it was obvious the sagging and sinking was only going to get worse. This mattress was “breaking down” not ‘breaking in”. It wasn’t going to magically pump itself up and get better as time goes by.

We returned to the store on 2/11 & attempted to discuss our concerns with “[redacted]” who I understand is the Manager. He was immediately defensive and hostile. The conversation became heated. He told us there was nothing he could or would do for us. He never said anything about retrieving any paperwork. He just turned & left us standing at the front desk and disappeared into his back office. There was no one else in the store. He did not reappear after a few minutes so we left.

We contacted Simmons Beautyrest next to see if they could provide any assistance. We cannot file a warranty claim directly through them, we must do it through the store we purchased the bed from. Sleep Train has never offered to help with this process. In any event, the problem with the warranty rules is this: The bed must sag at least 1 ½ inches when unoccupied to qualify for a replacement. Due to the extensive amount of memory foam in this bed, it recovers its shape relatively quickly when unoccupied. I do not believe that this bed will meet Beautyrest’s criteria for replacement under Warranty due to this caveat in the Warranty. So it seems we are getting “stuck” from both the retailer and the manufacturer.

Sleep Train probably considers my signature on their invoice that outlines exchanges & returns a binding contract of sorts. As far as I am concerned they are in Breach of Contract with me, because they sold me a shoddy product that is not what it is represented to be (a FIRM mattress) and now they won’t stand behind it. Now they want to stick me with it to the tune of $2479.99! This is not “good customer service” and they definitely are not dealing in good faith.

Prior to filing my complaint with you, I initiated written quality disputes with GE Retail Bank, Wells Fargo Bank and I have sent two demand letters directly to Sleep Train headquarters for a full refund. To date, Sleep Train has not responded to GE, Wells Fargo or to me directly.

Review: damage to a brand new bedroom set. Not noticed until morning.

brought a new box spring and had it delivered on 10/28/13 between 6:30-8:30PM. Delivery was made late that evening and I did not notice the scratch until the morning. The delivery people did not see it either since it was late and they had other deliveries to make so it was not written on my receipt. The receipt I got from the furniture store only wrote down a dent in the footboard not a scratch. I am asking for replace value of $341. I will take only $300. this scratch is down to the bare wood. I did not take a knife and scratch my brand new bedroom set and no one was in my house that night or the next morning so the only person who could have done this damage is the delivery people. Desired Settlement: I am asking for the cost of replacing the footboard which is $352.78 but would settle for $300.

Business

Response:

Initial Business Response

After researcjing the claim with the drivers and customers statements, we were not able to verify that our drivers were responsible for this. The customer stated that another company was performing work on the frame. There is a chip on the edge of a corner on the frame, measuring about 1/2". The customer is claiming that the entire footboard must be replaced. The drivers statement was that the husband was present during the entire delivery, and signed the delivery receipt acknowledging that no damage was done during the installation. In addition, due to the location of the damage, whatever hit it would be damaged as well. Nothing we delivered would have been able to cause this damage, and not be damaged itself.

In the interest of cusotmer service, we offered to meet the customer halfway on the price of the footboard, $176.39.

I cancelled my mattress order from Sleep Train and was told I would receive my refund in a check form within 7-10 business days. It has been a month and a check still hasn't been cut and mailed to me. I contacted Sleep Train and spoke with 7 different people, who gave me 7 different reasons/excuses. I finally demanded to speak with the district manager. He has tried to contact someone in corporate as well as the finance department to expedite this matter. No one is calling him back with updates. I demanded my refund be cut today and mailed over night at their expense. Again, still nothing. It was suppose to be cut and shipped overnight a week ago. This company does not display any customer service or satisfaction to the customer whatsoever. They are liars and I would not trust anyone within this company to be honest. Save your money and time! DO NOT buy any products from this company AT ALL!

Review: I purchased a Simmons Beautyrest Recharge 850 Extra Firm full-size mattress on 27 June 2013. It was found defective on 1.17.2014 by Integrated Bedding Group's Certified In Home Expert [redacted]. Sleep Train Customer Service Rep [redacted] on 1.20.2014 authorized a replacement mattress Invoice #[redacted] that was valid for 30 days. I contacted the Sleep Train Store at 3100 Geary Blvd and spoke with [redacted] the store manager. Because of my experience with the defective Beautyrest Recharge 850 mattress, I did NOT want a similar mattress. I asked to upgrade to a better mattress and was told this was not possible. After much discussion and many more questions, I finally accepted, with hesitation,the same mattress as I originally purchased in June 2013. Delivery of the replacement mattress arrived about 5 pm on 27th of January 2014. I slept two nights on the replacement mattress and noticed immediately a sagging and found a sunken area measuring 20" x 20" with a measured depth of one inch in the center of the bed. The sunken area has been witnessed by two other persons also. I called the Geary Blvd Store and spoke with "[redacted]" who told me this was a customer service issue. I then spoke with "[redacted]" who told me the mattress could not be replaced and he quoted the one-and-one-half-inch policy for a mattress to be considered defective. However, this replacement mattress was delivered DEFECTIVE and I should NOT be FORCED to accept it as such!!!I am a senior and have a total hip replacement and other orthopedic medical problems that require an EXTRA FIRM mattress per my Orthopedist. I purchased my new mattress at Sleep Train because of its reputation of superior customer service. I am extremely disappointed and intend to fight this matter in every way possible including getting [redacted] of ABC7 On Your Side as well as [redacted] CBS5 Investigates consumer watch complaints. Sleep Train advertises its #1 goal is customer satisfaction. Please help resolve this problem.Desired Settlement: I want to UPGRADE to a better Simmons Beautyrest mattress as a replacement to this DEFECTIVE mattress delivered on 27 January 2014. I am willing to pay any additional costs associated with this upgrade. Thank you, [redacted] (###-###-####)

Business

Response:

Sleep

Train offers a 100 night satisfaction guarantee on all new purchases. After

that time frame, the mattress set is protected by the manufacturer's warranty.

The mattress was found defective on 1-17-14. We called the customer on 1-20-14,

and left a message with the directions on how to proceed with the exchange. On 1-21-14, the customer called back. She was confused about the options available,

and we explained them. The customer was

specifically told: When a product is

found defective, the manufacturer will replace it with a product of equal or

greater quality at no additional charge.

Sleep Train offers our customers the option to choose a different

manufacturer, outside of the comparable. If the customer chooses to go with

something other than the comparable, they would have a credit of what was

originally paid for the defective item.

The customer was not forced to get the same mattress, she chose to,

after being told that she could choose something else. With any warranty

exchange, Sleep Train’s comfort guarantee does not apply, as it is not a new

purchase, and the customer is going with the same product. The warranty continues to apply from the

original date of purchase.

One suggestion I have, while a center support

rail is not required by the manufacturer on a full size set, it may help in

this case. Especially considering the

complaint specifies the mattress is sinking in the middle.

Business

Response:

A defect would have to be inspected and confirmed. A 1" compression is not considered defective per the manufacturer, Simmons. While I cannot comment on what took place at the store, I wass able to pull and listen to the 38 minute call where the customer was informed repeatedly of the option she had to go with another mattress, and was not limited to just the comparable. This was the mattress the customer selected, and signed for. When we spoke to the customer on 1/30, we did offer to send an inspector out, becasue she was not satisfied with the product. The last statement from the customer was that she would call the store, and the call was ended.

Becasue this is not a new purchase, the 100 day guarantee provided by Sleep Train doesnt apply, but the warranty through Simmons continues from the original date of purchase.

Again, as I suggested last time, it may be a good idea to get a frame with a center support. While not required by the manufacturer, it can help.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Since the customer service rep was able to pull up and listen to the recorded call between myself and the store manager [redacted], it is also noted that [redacted] told me when I asked to upgrade to the Beautyrest 1000 "don't waste your money to upgrade, all Beautyrest mattresses have the same AirCoolMemoryForm, only the exterior black piping and the black fabric on the foundation are different." Finally, I accepted under duress the same Recharge 850 mattress as a replacement for my original purchase. However, the crucial reason I am rejecting the replacement mattress is because it's a recycled mattress and was defective upon delivery without original tags, only a yellow paper tag attached with plastic ties. I chose Sleep Train over many other retailers to purchase a new mattress set and I'm so disappointed in being duped into having to accept a recycled replacement mattress for my original mattress that was found to be defective after only six months. Furthermore, it should not be necessary for a customer to purchase an additional "frame with a center support" as a resolution to a recycled, replacement mattress being defective upon delivery by Sleep Train!!

Sincerely,

Review: Sleep Train would not exchange the mattress or refund my money back for the mattress. I have received a back strain because of this and have to come out & purchase a new mattress around the same price. Here are included info of money I had to spend because of this.Desired Settlement: Just to send out a contractor for the company to come out and check the mattress for damage, only.

Business

Response:

Mattress discounters offers a 120 night comfort guarantee, where a customer is able to do a one time exchange within the time frame of 120 days from delivery. This policy clearly states that all sales are final.

After the 120 day time frame, the mattress set is protected by the manufacturer's warranty only. Our internal Customer Service team helps facilitate the warranty process for our customers, as most manufacturers are on the East Coast. While we assist in setting up the inspection, and processing exchanges, we are bound by the guidelines of the manufacturer's warranty.

The original purchase was in January 2012. In June 2013, the customer contacted our CS department to report a possible warranty issue with the set. An inspection was done, and the box spring was found to be defective, causing the mattress to sag as well. The box spring was replaced on 6/27/13. We received a call from the customer on 7/3, and she stated that the new box spring wasn't working. We explained that she should give it a few more weeks, and also that the compressions found at the time of inspection were not considered a defect. That was the last time we spoke with the customer.

If there is a possible warranty concern, we are happy to schedule another inspection. The mattress must be deemed defective per the warranty guidelines set by Sealy in order to qualify for a replacement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The store sent out an inspector he qualify my purchase as sagging & I needed to wait for the results to come back. In the meantime I received a back strain from these. Lost of many night sleep , put over amount of money for another mattress to sleep on. Emergency bill I accumulated since purchasing these purchase. They couldn't come up with a solution on servicing the customer.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The store sent out an inspector he qualify my purchase as sagging & I needed to wait for the results to come back. In the meantime I received a back strain from these. Lost of many night sleep , put over amount of money for another mattress to sleep on. Emergency bill I accumulated since purchasing these purchase. They couldn't come up with a solution on servicing the customer.

Sincerely,

Business

Response:

the inspection was done on 6/25, and we spoke to the customer on 6/27 to give her the results. We were also able to deliver the replacement box spring that same day, 6/27.

We have not had any further contact with the customer since 7/3/13. The only other record in our system shows that the cusotmer purchased a different foundation on 11/2/13 that was delivered on 11/16/13. If the customer needed an inspection done, we would have had more than enough time to process that.

Business

Response:

the inspection was done on 6/25, and we spoke to the customer on 6/27 to give her the results. We were also able to deliver the replacement box spring that same day, 6/27.

We have not had any further contact with the customer since 7/3/13. The only other record in our system shows that the cusotmer purchased a different foundation on 11/2/13 that was delivered on 11/16/13. If the customer needed an inspection done, we would have had more than enough time to process that.

Consumer

Response:

I am rejecting this response because:

Sincerely,

Hardy

Review: Bought a [redacted] Air cool memory foam pillow from the Fremont, CA store on 9/13/14. The pillow is falling apart and the zipper broke on the cover. on 8/20 I called the fremont store and the employee looked up my invoice, she said the pillow had a 3 year warranty and said that I could bring it into the store and they would replace it. On 8/21 went into store, employee said she was mistaken and that I needed to call 800#. Called later that day employee said she couldn't help me and to call [redacted], on 8/24 called [redacted] after being on hold for an hour employee said she couldn't help me and to call 1800 back for sleep train. 8/31 called 800# employee said pillow over a year old and couldn't help me, was very rude about it also.Desired Settlement: Would like the pillow replaced.

Business

Response:

Dear Mrs. [redacted],We are sorry to hear of your dissatisfaction with the [redacted] pillow you purchased a year ago. It's with great surprise to hear that you called the manufacturer and were not willing to assist you with a warranty claim for the pillow. The manufacturer has instructed us to direct any warranty concerns in regards to pillows, sheets, pads to their service center. Its not our desire to have you feel as though you are being run around. With that said Sleep Train is willing to step in and offer a one-time appeasement exchange for your pillow being that it is still within a year of purchase. Ater the exchange is made, any future warranty concerns will need to be addressed through [redacted] directly. Please call our Warranty service center at [redacted] to obtain a new invoice number for the pillow exchange. Sincerely,Sleep Train Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Dear Sealy and Sleep Train,on august 3,2013 my husband and I walked into a sleep train store in clovis California to buy a mattress to replace a broken mattress for our at this time 15 yr old autistic son and we made it abundantly clear that his was autistic and 185 lbs and almost 6 ft but acted like he was 6 yrs old so we needed a pretty resilient bed that wouldnt break the bank so they directed us to a Francisco plush size full with a sealy promo HP, mattress was $499.99 and the box spring was $150.00 and then they said to keep us from avoiding warranty we needed to buy their premium mattress protector which was another $62.91 for a total with tax and all $771.54. it was delivered on august 7,2013 and they took off with our old broken mattress. We asked how the warranty was on it and they said we will be good for some yrs for the mattress had a factory warranty. Now a couple weeks ago I went to them for this bed is badly broken and my son sleeps in a dip and that this mattress isnt even a yr old. They had me email them a picture and argued with me over this picture that sealy would not cover the warranty on this mattress cause it was damaged not defective something about some wire being broken on it. So now I am very upset for we are not rich and we spent a lot of money on this mattress. I will never nor will anyone of my family members and I hope none of my friends buy from sleep train cause they will not cover what they sell in their stores but put it all on the manufactures of the mattresses. They never sent anyone to my house to look at the mattress but only a picture, they wanted me to buy another mattress from them at a discount!!! DISCOUNT this mattress isnt even a yr old but they want me to buy another one from them, they r adamant that it is sealys fault cause they will not cover this mattress for your warranty is written in black and white, word for word out of the girl Rachels mouth.. So if this is true I am sorry that Sealy will also never see another dollar out of me or my family or my friends again this mattress is still not a yr old and we are gonna be forced to throw it away and my son not have a bed till we can afford another 1. SO Thank you very much for the awesome mattress with the awesome warranty and great customer service it makes us consumers fill secure when buying things with our hard earned money!!!

Product_Or_Service: sealy mattress

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want a new mattress FREE!!!

Business

Response:

Our guests concern is very important to Sleep Train. We are extremely dedicated to assisting our guests with any warranty claim they have with the manufacturer. We received pictures from Mrs. [redacted] that show the mattress and boxspring were damaged due to excessive abuse. A warranty claim is when the workmanship and/or support of the product fail. That is not the case with this mattress set. Even in cases, when our guests don't have a defective mattress we take pride in doing our best to provide solutions for our valued guests. We will try to help out in every way possible. We offered this guest a 50% credit towards a new one. We believe this is a more then fair resolution to this claim. We hope Mrs. [redacted] will see the benefit in the solution offered to her family.

Consumer

Response:

I am rejecting this response because:

Review: A mattress was purchased at the 12th ave. and Geary in San Francisco location approximately 15 months ago. At the time of purchase the sales rep. assured that the matress is of top quality and comes with a 10+ year warranty. A few months ago the mattress began to sink and showed significant defects. The warranty company was contacted and is refusing to replace their product. Instead of replacement as promised, they are pointing out the option of different support( board) to be placed under the mattress. At the time of purchase the sales rep. didn't advise of any additional products to be purchased to honor the warranty. As a consumer I was unaware of this. The company refuses to honor their contract.Desired Settlement: Replacement of mattress.

Business

Response:

Dear Mrs. [redacted], Sleep train is very sorry to hear of your dissatisfaction with the manufacturer's warranty. As an advocate for you, customer service works for you to present your claim to the manufacturer. Unfortunately, after a 3rd party inspection company took measurements and assessed the bed the claim was denied for warranty. After reviewing the inspection results again we have found your mattress to be showing completely normal signs of wear. The inspection company did recommend that you use some sort of better support underneath your mattress to maintain warranty so that if down the road you file another warranty claim they won't deny it due to improper support. They recommend putting a solid support between the mattress and the slatted bed frame. Adding proper support will usually upgrade the comfort of the bed substantially. We can attach a copy of the inspection if you'd like? Again, we are extremely sorry to hear that you are upset about this. At this time, we are unable to offer an exchange on a mattress that is normal and not defective. The mattress does have a 10 year warranty and you are always welcome to utilize our service in the future in submitting a warranty claim to the manufacturer, but please be sure to correct the support of the mattress so they won't deny the claim due to that.Sincerely,Sleep Train Customer Service

Review: The mattress that was delivered to us on 4-4-14 was not the mattress that we last tried out in the showroom. Our salesman had shown us many models. One particular one he showed us it had a lift up part so you could see how the inside of the mattress was made. This mattress had coils covered by the top part. We told him a definate NO on a coil mattress, he knew we were wanting a foam one.

We had been in the showroom about an hour or so had talked to him about budget and a price that might work for us. Most were too expensive so we thanked him and walked to-wards the door. He called us back and said come and try this one, we did and it was very comfy, good support and soft. We laid on this mattress for a while on our back & sides. He had gone off to check his computer came back and told us he had one in the warehouse that had been tried out by a customer for a trial period and had been returned and he could sell it to us for the amount (on the contract) Asking if the mattress had been sanitised we decided to go ahead with the purchase. The first night I sat down on the edge of the mattress I knew something was wrong, sleeping on it we were very uncomfortable, we stuck to it for a month and then filed a complaint to sleep train, talking to [redacted], she made arrgmts. for some one from integrated bedding group to inspect the mattress. This was done on 6-7-14. Sleep Train did send us a copy of the report of the details only of the inspection.

Meanwhile we found out the mattress that was delivered to us was the mattress with the Coils no wonder we were so miserable. You can hear the coils squeking. The salesman had tricked us he knew we would never of bought this mattress. Found out this mattress had been in the Warehouse since Oct of 2013.

We are elderly and need our rest. We have not slept in this mattress for several months now. My husband is sleeping on a smaller mattress in the spare bedroom, I am sleeping in my recliner.

Note we have never been contacted by Sleep train as to the findings of Itg. Not a phone call or a letter we have been left hanging, calls to [redacted] have never been returned to us.

So on 7-10-14 I filed a dispute with [redacted] Back my credit card company to which I charged the amount to. On Sept 15th Calling the back I was informed they are still waiting to hear from Sleep train.

Note we never signed the sales contract it was given to us unsigned. (see copy.) (We the consumer's should not be treated like this.) Please advise us if you can, we need a bed.Desired Settlement: Pick up the mattress and return it to the ware house. Or replace it with the mattress we liked in the showroom.

Business

Response:

Pickup of Merchandise has been arranged. This complaint should be resolved.

Review: On 7/2/2014 SleepTrain Manager [redacted] sold us a bed. At which point I asked hiim - if its the wrong bed & were not happy, what happens then?" He said and I quote "we have a 100% guarantee, if it is the wrong bed, we'll replace it withiin 100 days if you're still not happy, we will pick it up at no charge + void the contract. "Then on 8/19/2014 we exchanged the mattress for a different one + I was informed that we only exchange it once. So I informed the Sales Manager, that I want to try this bed before the 100 days is over + at that point I was told that there wasn't going to be any problem. "15 to 25 days later I called Sleep Train back asking them to pick up the mattress because it was sinking in the middle + we were having trouble sleeping. At that point I was told that there was nothing they could do because when you exchange mattress that considered 100 days. I asked the Sleep Train Manager why was not told that at the time of purchase. He also advised me that I contract + you should have read it. I said NO - I signed little box that had no info to the copy that I was given on our way no signature appears. At that point he gave me a 1-800 to see if you would do anything. After 2 weeks a [redacted] advised me that they would do more exchange but we would have to keep this mattress for 6 days. I required just give us back the original mattress which was from she said no, you would have to the 60 days. Desired Settlement: I would like this contract to be terminated fro them + for them to pick up their bed, which I feel is unfair in their sales practices.

Business

Response:

Sleep Train has offered our guest a second and final exchange.

Review: To whom it my concern,I am a very mad customer. I purchased a bed a little over 8 months ago and it has completely sunk in on one side. I called sleep train and they said they cannot replace it cause the warranty does not cover bent mental only the wood (the box spring only has wood on the floor that would never break so what are the really warranting). I went to sleep train because I wanted a good bed of good quality and it turned out worst then the one I got at the flee market that lasted 5 years prior to that. The people I talked to were no help and when I asked to speak to a manager none were available. I believe that this is not fair I just paid about $900 for a bed that only lasted me 8 months or so. I am not asking for a refund or anything out this world I just want a new box spring. which sleep train want $100 more I don't believe I should pay that amount for that bad quality of merchandise. now I feel bad for referring to buying customers after me cause if they end up in this same predicament they will be upset with me for referring them to sleep train.Desired Settlement: I just want them to replace my broken box spring. Please my bed is so bad I cant sleep on it.

Business

Response:

Sleep Train offers a 100 night comfort guarantee on all new purchases. After that time frame, the mattress set is protected by the manufacturer's warranty only. Our internal CS department does assist with the warranty process, but the guidelines and requirements are set forth by [redacted], the manufacturer.

[redacted] uses steel elements in this foundation, so anytime they are bent, its considered to be damage or abuse. It takes direct pressure and force to bend the wires and elements to the point that was reflected in the pictures that the customer sent in. Becasue [redacted] has stated that bent or damaged product is not covered under the warranty, we attempted to offer the customer a 50% off certificate to purchase a new foundation

Review: Mattress is uncomfortable, springs are popping thru mattress which is causing my spouse and my self shoulder neck and middle back pain. I did contact sleep train about the issues I was having with the bed so they sent an inspector to check the bed and found that the mattress to be defected. I was informed that sleep train only offers store credit or a new mattress I am not interested in doing business with sleep train anymore and am requesting a full refund as I was promised at the time of my purchase. I was told my the store manager "Michael Garza" that if I was not satisfied with my product I had a full money back guarantee for 12 months. I do not want an exchange nor do I want store credit I want my full refund of the mattress which I was promised at the time of purchase. I have faithfully paid my payments and would expect sleep train to uphold their satisfaction guarantee of a full refund. It's been only 6 1/2 months since I've had the bed ant am not satisfied I literally received nothing but pain!

Product_Or_Service: Ansleigh plush mattress BR black foundation HP Pre

Order_Number: [redacted]

Account_Number: GE Capital ××××Desired Settlement: DesiredSettlementID: Refund

I want the money I paid to the financing company and not to be responsible for the remaining balance of the mattress and box spring which I purchased. I am not a satisfied customer. Please help me with this. Thank you

Business

Response:

The Sleep Train offers a 100 night comfort guarantee on all new purchases. After that time frame, the mattress is protected by the manufacturer's warranty only. We have never offered a guarantee longer than 100 days, and if this was promised to the customer, we would need proof, in writing from the sales associate. According to the notes from Michael Garza in May of 2013, the only reference to 12 months is that the customer wanted a longer financing option than the 12 months that was being offered. He was able to get them approved for 24 month financing.

The customer contacted our Customer Service department to begin a warranty claim on 12/23/13. If the mattress is found defective, the manufacturer will offer a replacement of comparable quality, at no additional charge to the customer. There is no option of a refund either by Sleep Train or the manufacturer.

Review: The advertise on their webpage :"No one has a better money back satisfaction guarantee". I purchased a pillow from them for $129, I used it for 2 hrs and woke up with strong shoulder pain. I returned to my previous pillow without an issue. I called SleepTrain asking for a return and was told that since this is out of market I could not return the item as it has been used. Unfortunately this is never made clear anywhere on their web page that where I am based is "out of market" and that returns are excluded. If I had known that I would not have purchased the item. So, I did not have a money back satisfaction guarantee, there was also no good will from the company interns of customer service. I find it strange for a place to sell items in all states online but to not make your customers aware of these policies I had never heard of. It certainly is not good business in my opinion. If I had read clearly that for my address returns are only possible if the item is unopened I would not have bought it but with "money back satisfaction guarantee" I felt safe.Desired Settlement: Let me send the item back and get a partial refund as for their "in market" items.

Business

Response:

While the policies are included in the invoice paperwork, our manager of sales agreed that we should honor a refund based on the circumstances. The customer has since been refunded.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They called back too me the same day to resolve the issue.

Review: spent 2700.00 approx. on a steans and foster tasha lux.plush ept came with a 10 year warranty was used as a selling tool by sales person ,and now we are sleeping in 2 holes that the co. calls body impressions as per our measurments over 1 in.deep when the bed is made you can see these indents in the matress we have a hill in the center of the mattress , my wife can no longer sleep on this mattress due to back problems it is creating for her,after going through the warranty process that they request that you do before they will send an inspector to your home to confirm your findings or not his measurements stated that we only had indents of 3/4 in. on one side and 1/2 in. on my wife side not enough to cover mattress replacement and now I find this mattress is not even being made anymore as per conversation w/ stearns and foster rep. on 03/23/2015 said that due to better technology mattress had been replaced this mattress is defective and they are not covering anything on it manufacturers should not be allowed to misrepresent there products as being under warranty for 10 years to make you feel comfortable in spending alot of money on a product that they will not cover and you pay for them to come and inspect the mattress , no matter what, matresses of this caliber should not have holes of any depth being considered as acceptable I am sure that anyone purchasing this companys product would like to know that this product can and will have body impressions or holes that you will have to sleep in and only when you are sleeping in one that is a inch and a half deep by there inspectors measurements will they cover product and each time inspector comes to measure you pay for inspection no matter the results ,and let me further say that the customer service on both sleep train and stearns and foster had no remorse on the defects and health issues this defective mattress has caused they just said "its not covered"Desired Settlement: with a good quality mattress like what we thought we paid for,one that does not have so called sagging issues ,this normally means it is time to replace a mattress after years of use by my understanding of mattress indentations.

Business

Response:

Dear Mr. and Mrs. [redacted],We are sad to hear about your dissatisfaction with your mattress and the level of comfort you are experiencing with your Stearns and Foster Mattress set. Here at Sleep Train, we help our customers in facilitating the warranty process, but are ultimately bound by the requirements set forth by the manufacturer. Warranties protect your purchase from defects in manufacturing, not from damage caused by use or normal wear and tear. Because warranties are designed to protect against manufacturing defects, the company that made the product, not the company that sells them, provides the warranty. As a result, all warranty inspections are completed by a 3rd party vendor provided by the manufacturer of your bed. Sleep Train helped facilitate this process for you by sending out a 3rd party inspector on 3-12-15 to take measurements. As stated on the manufacturers warranty card and the national industry-wide standard an impression must reach 1 1/2" to be considered a manufacturer's defect. Your impressions are normal at 1/2" and 3/4". Mattresses are designed to conform to one's body for comfort and support. With that said, life and or health circumstances can change causing the quality of our sleep to lessen causing a mattress to no longer be comfortable to our bodies. Sleep train understands this and will be willing to offer a discount on a new bed if you'd allow us to help in this way. If need be, we could attach the inspection report for your own viewing if you wish.Please feel free to reach out to Customer Service ###-###-#### if you'd like to discuss options on a discount.Many thanks,Sleep Train Customer Service

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Description: Beds-Retail, Mattresses

Address: 2205 Plaza Dr, Rocklin, California, United States, 95765-4404

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