Sleep Train Mattress Centers

Review: To: Whom this may Concern: Better Buisness Burea. Our mattress from Sleep Train Mattress Center has changed out our mattress four times in 10 years in to which out warranty on mattress is not up until Nov 2nd or 3rd of 2016 My husband and I have all invoices and receipts of everything we have done with Sleep Train. Sleep Train has deffinated me and my husband, I have that documentation too. So please send complaints forms to:

[redacted] and [redacted] Signature:

Stockton, CA, 95205 Many thanks, [redacted]

I will send copies of all documents as soon as I get the complaint forms.

P.S. I also have documents stating from Consumer Affair, when myself, and husband took this situation to them, got all the documents that you folks will get. So I am really dissatisfied that in the furniture and appliances Dept of CA were rude non-professional stating that Sleep Train will not help you and refused it. So CA will close our complaint and that Simmons will deal with us. So we filled out that stuff, did what they asked photo’s measurements, and such to see if warranty is applicable and it is.Desired Settlement: Sleep Train Mattress Center has changed out our mattress four times in 10 years in to which out warranty on mattress is not up until Nov 2nd or 3rd of 2016. Warranty is applicable and it is.

Business

Response:

Dear Revdex.com,Mr. and Mrs. [redacted] have been informed that Sleep Train is not willing to assist them with any future warranty concerns regarding their mattress from us due to well documented abusive behavior from these customers towards our delivery team as well as our call center. They are more than welcome to follow up with the manufacture [redacted] beautyrest at [redacted] if they have any warranty concerns.Best Regards,Sleep Train Customer Service

Review: I had ordered the $839 Beautyrest Recharge firm mattress online, and I got the mattress on 12/4. After I slept on this new mattress first night, the mattress started sagging. After the 2nd night of sleep, it developed a sinkhole in the middle of the mattress. I've contacted with Sleeptrain regarding this issue on 12/6. I've measured the sinkhole is greater than 1.5 inches deep. It is a defective mattress that cause me serious back pain. I've requested to return the mattress on 12/12. Unfortunately, the sleeptrain charged me the $153.29 return fee for defective product.Desired Settlement: $153.29 should be refunded since the defective product causes my health issue.

Business

Response:

Dear [redacted], We see your return of the mattress you purchased. We see you were charged a $139.99 re-stocking fee because you chose to utilize your comfort return on the mattress rather than submitting a warranty claim. Our notes indicate you spoke with [redacted] in our warranty department on 12-7-15 and she offered to set up a free inspection of the product to determine if it was defective or not. It was notated that you chose to utilize your happiness guarantee which does come with the re-stock/re-delivery fee. We are unable to offer you any further refunds as the product was not sent through the proper warranty claim channels. Customer Service team

Review: Box Spring failed 2 years after purchase, Sleep Train will not honor the 10 year Serta warranty.They keep passing me back and forth each saying to talk to the other. In the meantime we don't a bed to sleep inDesired Settlement: Replace defective box springs

Business

Response:

To Whom it may Concern:

Products sold at Mattress Discounters have a 120 Day exchange period. After the 120 days has lapsed what remains is the manufacturer’s warranty. We help facilitate that manufacturer’s warranty.

4/27/14 Mrs. [redacted] called and expressed concern with the foundations. It was expressed that there are bent wires on the top. It was explained that bent wires are indicative of damage done to the foundation, not a defect of the workmanship.

A photo was submitted and it does show excessively bent wires.

4/27/14 We called Mrs. [redacted] back and left a message explaining we see damage and not defect and offered a discount on replacement foundations.

4/27/14 Mrs. [redacted] returned our call, requested the phone number to contact Serta directly and requested the discount certificate and the warranty information be emailed to her, which we supplied.

4/29/14 Our store location let us know that Mrs. [redacted] still had concerns. We called Mrs. [redacted] and left a message.

5/1/14 Mrs. [redacted] called and we offered to facilitate a warranty inspection on the product. She expressed wanting to talk to the manufacturer.

5/1/14 Mrs. [redacted] called again stating she spoke to the manufacturer. We let her know that if the manufacturer would like to call us directly and approve an exchange we would accept that, but that according to the Serta warranty, this was not covered.

Please see the included photos, one will show the internal design of a normal foundation, the other is the photo we received of Mrs. Lamar’s foundation.

Consumer

Response:

I am rejecting this response because:

Review: We purchased a $2000 Sleep Train mattress in December 2012. Within months, the sides of the mattress were bulging and breaking down. We tried rotating the mattress frequently, but every side broke down and bulged the same way.Several weeks ago, I called [redacted] at Sleep Train. [redacted] sold us the mattress. He said that they had so many problems with that mattress that they no longer carried it. He also stated that he had purchased the same mattress and returned it for the same reason of the bulging and break down of the sides. [redacted] told me that the next step was to call Customer Service to set up an inspection by the State of California.I called Customer Complaints and spoke with [redacted]. She told me to send photos of the bulging mattress and she would set up the appointment with the State inspector. Today she called; she began the call by saying she was taping the call. She said that the photos showed some stains on the mattress and that "No State inspector" would look at a stained mattress. And, further, that the factory would not take a stained mattress back because we had violated our warranty. She mentioned the State inspectors several time.After thinking about the call, I called back Customer Service `to ask for State Inspection agency number to check out the information she and [redacted] had given me. I spoke with the store manager, [redacted]. He continued the State Inspection story and when pressed hard for a telephone number, he admitted that there was no state agency. Rather, there is a 3rd party company, Integrated Body Group, that Sleep Train pays to do the inspection. The entire interaction with [redacted] and [redacted] on this matter reveals an intention to intimidate a complaining customer with multiple false claims about "the State" inspectors; stating all conversations are being "taped" and that any stained mattress will be refused as violating the warranty.

Product_Or_Service: Mattress

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At first I would have been happy with a replacement. However, after the way we have been lied to multiple times, I'm not interested in getting a replacement Sleep Train Mattress.It is very hard to adequately express the sense of intimidation I felt from [redacted], Sleep Train's Customer Service Representative. I can imagine that she is very successful in fending off complaints and customer action.

Business

Response:

To Whom it may Concern:

Review: Purchased a Simmons "Beautyrest" approx. $1300 Jan 30 2009 I noticed after a couple of years that the side I sleep on was Pitted and created a ridge in the middle of mattress, and has become unbearable to sleep on. I called to them and reported the issue Spoke with a Customer service rep. named [redacted] who was very bitter. When I mentioned that this mattress was so bad That would not ever buy another mattress from Simmons--Nor Sleep Train, and I though the worst problem I had was the mattress, This Rep went off. Wouldn't allow to call back to schedule an appointment to have them look at the defective mattress,. Keep hanging up on me several times..I though it would be best to let the Revdex.com handle inconsiderate reps and defective products..This is a Queen size, I am 5' 9" and 165lbs sleep only on 1 side of mattress and this mattress as pitted so bad it is impossible to sleep well...

Product_Or_Service: Simmons Beautyrest Mattress

Desired Settlement: DesiredSettlementID: Other (requires explanation)

A brand new Replacement Mattress Possibly a different Manufactures mattress Not a Simmons Beautyrest

Business

Response:

Initial Business Response

One of our Customer Service supervisors called this customer shortly after this complaint was filed, and was able to assist in setting up an inspection. The mattress was found defective, and has since been replaced. The new product was delivered on 10/5/13.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

After only a year and a half of purchasing a new Sterns and foster mattress I began to roll into my husband. The warrantee company basically came out and said it was an issue but then sleep train called saying the intrusion was within normal ware and tear. The said they would come out in 90 day if we wanted to check it again for the fee of 50.00. The issue has always been the support of the mattress causing us to roll into each other. The warrantee person stated that they don't cover the "feel" of the mattress which I kept saying its the support. I have a cheap mattress that I bought a a whole place which at 12 years old supports the body of two people without rolling into each other. I would not waste your time wit this company. They tell you in a very pleasant way that the claim is unfounded because they consider it how it "feels" Even though it is a support issue.

Review: We purchased a mattress from Sleep Train 7849 Greenback Lane Citrus Heights CA 95610 3/14/11. Prices $1,333.32. They are ensured by [redacted] Plaza Dr. Rocklin Ca 95765 We have complained about the impressions for about 5 or 6 months now. They came and inspected it (the impressions) and it didn't measure 1 1/12in. I ask the man to lay on the bed and try to turn over. (you go up hill) He said that isn't how they test them and said to call about in 3 or 4 months and see if it measured 1 1/12in. then. I called back and said they would charge $50.00 to re check. They sent me some paper work to measure it my self and ten they would come back out. I can't get the measurements they way they say to do it.Desired Settlement: I just want them to come and lay on the bed and try to roll over.My husband & I both have back problems and I feel Sleep Train should replace the mattress.

Business

Response:

To Whom it may Concern:

We have contacted Mrs. [redacted] and offered to waive the fee for her 2nd inspection. An inspection appointment has been scheduled.

Consumer

Response:

They did waive the 50.00 inspection fee. still found it to be only one inch indent. They have a policy of having it 1 1/2 in. I wanted them to lay on the bed and try and roll over. They claim they can not do that. We're very disappointed and I'll never buy another mattress from them.

Review: I need your help. I bought a rather expensive new mattress from Sleep Country USA last September 10th 2014. Since than the mattress has developed sagging on both sides of the mattress making it a lot softer than advertised. I purchased a particularly firm mattress for my bad back. Since I am past my 100 days the company will not follow through with a exchange. They have told me that I can only do a warranty request, but only unless there is more than 3 inches of sagging will it be classified as defective. After calling them to complain they send a tech from them by place a measurement and they determined that it wasn't sagging enough to be classified as defective. They instructed me to call back in 90 days. Since then the mattress has gotten progressively worse. Can you help me?Desired Settlement: I want a warranty replacement of equal or better quality mattress.

Business

Response:

Hello Mr. [redacted],Your comfort is important to us and we hear your concern. We need to offer clarification on a couple items. This mattress was delivered on 9-13-14 which is when the 100 days starts. You contacted your Salesperson on 12-10-14 to discuss exchanging the mattress and he stated he was more than willing to make the exchange for you and that the 100 days would expire on 12-22-14. You chose not to take him up on that offer. You contacted our Customer Service on 12-30 and we assisted you in a warranty claim which resulted in an inspection from [redacted] on 1-12-15 where they deemed your mattress not defective. To be clear, the mattress must sag 1 1/2" not 3" which you stated in your complaint. Your mattress did not meet that 1 1/2" criteria so your mattress is not considered to have a manufacturer's defect. What you're experiencing with your mattress is a comfort issue. With all this said, the fact that you contacted your store within your 100 day period and that you initiated a warranty claim just a few days after your 100 days expired we would like to extend you a one time offer. We will offer you a one-time comfort exchange on just your mattress with no refunds or additional exchanges allowed. If you'd like to take us up on that offer please call 1-866-683-1923 to receive a new invoice number and instructions on how you may go to your local store to complete the exchange. You will have 30 days from today to process this exchange. Expires on 3-19-15.Thank you,Sleep Country USA 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: Two months after purchasing this mattress my family and I noticed bed bugs. After noticing my mother repeatedly having little bites on her similar to flea bites. Once stripping down the bed we noticed the red/black flat bugs in between indents in the mattress. I ended up contacting sleep train on numerous occasions. They conveyed to me they were unable to help me with the situation. Sleep train sent out an exterminator on 8/17/2014 finally. He did verify there was a bed bug problem. Nothing has been done since then. I am not receiving any call backs or assistance.Desired Settlement: To replace the bed and pay for an exterminator.

Business

Response:

This mattress set was purchased on February 25,

2013 and delivered two days later. Mr. [redacted]’s first contact with Sleep

Train was on August 1, 2014. This is one year and 5 months after

delivery took place. We explained to Mr. [redacted] at that time the bed bugs could

be acquired from many different sources during such a large time gap. In addition, we explained why the procedures of our company and our

suppliers make it nearly impossible for us to be the source of the bed bugs. We explained our company cannot take liability for

his bed bug infestation. Mr. [redacted] then proceeded to visit our store in Vallejo

and make the same claims on that same day, August 1, 2014 and later spoke to

another representative on August 4th with his claim. Each time we

explained our stance on this issue. Finally, in the name of good Customer

Service we paid to have an inspector go to Mr. [redacted]’s residence on August

14,2014. They reported to Sleep Train of the infestation and included pictures

of mattress product badly infested that was not purchased with our company. We

understand Mr. [redacted]’s frustrations with this problem and wish him all the best

eradicating it but once again explained to him we will not be held liable for a

delivery that occurred almost a year and a half ago that was brought to our

attention a month ago.

Review: My wife [redacted] and I have purchased a mattress at the end of May 2014.Since we felt it was too firm, we came to the store at the beginning of July and asked to replace it.We paid additional $216 in order to upgrade it.When the delivery people came to our apartment, they refused to accept the original mattress, and so did not replace it with the new mattress.Over a week later, I noticed the additional charge of $216 was not cancelled, and when my wife called the store on July 18, asking to cancel the charge, she was refused claiming the manager is not there.I will appreciate your assistance getting to store to cancel the $216 for an upgrade we did not end up getting, before I ask the credit cards company to cancel the charge, and seek legal consultation.Thank you in advance,[redacted]Desired Settlement: I expect the $216 upgrade charge, made on July 7, to be cancelled as early as possible.

Business

Response:

Sleep Train is looking into this matter and will respond to this claim as soon as possible.

Review: I bought a new bed - in August the mattress began to sag! I returned & paid more to upgrade/return. The new/replacement is doing the same. They say only 1 return. This product is inferior. They want to charge $50.00 for in home inspection, which they say will return if found defective.

Initial purchase 8-14-2013

Return/Upgrade 9-2-2013

My last contact was Nov 17, 2013

I have my cancelled checks & sales receiptDesired Settlement: Return purchase price. Their products are inferior - I don't want another mattress from SleepTrain.

Business

Response:

Initial Business Response

Sleep train offers a 100 night comfort guarantee on all new purchases. The customer may either do a one time exchange to a different product, OR receive a full refund. The original purchase was made on 8/14/13. The customer decided to utilize the comfort guarantee, and exchange to a different product on 9/2. We have a copy of the signed invoice where the customer acknowledges the following: "I am aware that this constitutes as my one and only exchange/return. No further exchanges, refunds, or returns will be permitted."

Once the 100 days passes, or the customer uses their comfort guarantee, the mattress set is protected by the manufacturer's warranty only. Sleep Train assists our customers with the warranty process locally.

The customer contacted us on 11/15/13 in regards to body impressions. Our representative went over the warranty requirements with the customer, and offered to send out a warranty packet to see if the mattress would qualify for an inspection. The information has been mailed to the customers home.

While there can be an inspection fee, we cover the first inspection for our customers. In addition, if the mattress is found to be defective under the manufacturer's warranty, the fee is refunded.

Final Consumer Response

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

I have sagging foundation in a mattress from Sleeptrain I am trying to get them to make this purchase right' I bought one original mattress which immediately Sagged I went to their store andpurchased another

Final Business Response

The store has the original signed copy of the receipt with the verbiage on it. This was a comfort exchange. The customer was unsatisfied with the product they originally purchased, decided to exchange to a different model, and paid the difference. We picked up the original items, at the same time the new items were delivered. We exchanged the mattress set that the customer was not happy with, for a different mattress set that was more expensive.

Review: We recently ordered a mattress from the Sleep Train website. After emailing Sleep Train regarding a delivery question and receiving no response, we tried calling. After no answer and no return phone call for 2 days we were concerned considering Sleep Train prides themselves on having "the best customer service". We felt dealing with Sleep Train was going to be more of a hassle and decided to take our business elsewhere. Four phone calls later, we still didn't receive a clear answer on how the return process works. At this point we had already rejected the delivery. First we were told someone from dispatch would contact us once the mattress was returned to the warehouse, yet after no call from dispatch we took it upon ourselves to contact Sleep Train for the third time. However, no answer or return phone call, we tried again. This time we spoke with a sales associate who told us our representative wouldn't be in until Tuesday and we could expect a resolution then. To me, this is unacceptable considering we ordered the mattress online and never spoke with a sales associate to begin with. I called again on Monday and explained the situation to another representative who assured me she would issue the refund. I asked if we would receive a cancelation confirmation, yet was told it is not in their policy to issue return receipts for rejected deliveries. To me, this seems fishy. We are still waiting for our refund and have yet to hear from our sales associate with any status regarding this matter (it's Tuesday). I feel we have been taken advantage of and will likely never receive the refund.Desired Settlement: Should we not receive the full refund by the end of the week, we plan to take this matter up with a more legal approach.

Business

Response:

Dear Mrs. [redacted],We are sorry to hear of this bad experience you had with our E Commerce sales. We are looking into what may have gone wrong here and following up with our Digital team. In the meantime, it does look like a refund was submitted yesterday 7-27 for $895.35. Usually it can take 24-48 hours for a bank to confirm such a transaction. If this is not the case, please let us know.

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.

- [redacted]

Review: I purchased a mattress from SleepTrain in South San Fransisco as a floor model clearance item. During the first year the mattress began to collapse in the middle. by the time it was 2 1/2 years old it was so bad I called sleep train customer service I was told I needed to take a ruler and get a camera and take pictures proving that the middle of the bed had sagged and collapsed. At the time I did not own a ruler or have a camera so I was unable to do what they were requiring in order to have the mattress replaced. They refused to pick up the mattress for me or come look at it. It had a 3 year warranty. Since it is a mattress I keep in a spare room for guests I just kept it but now it is so deteriorated it is no longer usable I tried flipping the mattress and while I was doing that I see a tag that says that the mattress isn't even new its used. I was told it was a new mattress that was just a floor model by the salesperson. When I called customer service regarding this issue today I was told by a very rude customer service agent that the bed had been delivered to someones house and was there for 2 days. I was never told this when purchasing the mattress or I never would have. The mattress itself is defective and used. The customer service person said because I signed a paper saying I understood that it was a floor model that they didn't need to disclose that it had been in someone's home. Also when I bought the mattress I was told that it had a 3 year warranty not that I had to go out and purchase a camera and ruler because they did not pick up there products if they were defective. I believe this is a health issue because they are selling used mattresses and leading people to believe they are either new or floor models when they are not. This is poor business practice. I would like this mattress replaced by a new mattress not a used one or I want my money back. Desired Settlement: Either replaced or my money refunded

Business

Response:

This mattress set was purchased in 2007, and the product had a 3 year warranty provided by the manufacturer. Based on the amount of time that has passed since the purchase, I cannot comment on what the customer claims he was told at the time of purchase. I do see that we have a signed invoice, where the customer signed the following statement: " I know by signing below, that I have purchased a "Floor Model" or "Clearance/Sanitized Model". The mattress is sold "AS IS" There are no exchanges, refunds or returns."

Any mattress or product that has been removed from its factory packaging must be sanitized and labeled, as required by the state of California. Regardless of whether the product is a floor model, or a returned mattress (under our comfort exchange policy), we are required to sanitize and attach that label.

The customer first contacted us on 6/19/10. We explained the warranty process, and emailed the warranty packet.

On 4/6/14, the customer contacted us again, and said that she didnt have a ruler, and was not able to complete the warranty packet that was sent in 2010. We explained that had she called us back in 2010, we could have further assisted, but at this point, she was 4 years past the expiration date of the warranty.

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. I was contacted by the district manager who dealt with the issue and I am very happy with the outcome. SleepTrain offers great customer service and stands behind there products I will be buying all my future mattresses from them

Review: Our bed had sunken in on my husbands side. We submitted a warranty claim and a Third party inspector came out to determine the cause of the problem. The gentlemen was very thorough and found that the problem was that the box spring had completely collapsed on that side. I asked how that could happen seeing as my husband is only about 5lbs more than me and my side was fine. The gentlemen said " poor craftsmanship ". I was then informed by Sleep Train that "The springs were bent not broken. Indicating Damage not Defect" then Sleep Train told me "Damage was not covered" so my claim was being dismissed and they offered 20% off a new box spring.Desired Settlement: We would like a refund off the money spent on the box spring or at the very least a replace it

Business

Response:

Dear [redacted],We apologize that you aren’t happy with the results of the inspection. Please note, Sleep Train abides by the manufacturer’s guidelines and bend grid wires do indicate that some sort of extreme pressure happened to the box springs and this is classified as damage to the product. Damage is not covered under warranty. [redacted], the inspection company, is a 3rd party un biased company that reports their findings to the manufacturer who ultimately makes the decision. We truly are sorry that you aren’t happy with the outcome as we pride ourselves to facilitate your warranty to the manufacturer. We do recommended you get the box replaced soon as it could eventually lead to further damage of the mattress set. We’ve attached a copy of the inspection report ( in the body of email) complete with photos of the damaged product.

Review: SleepTrain denied the warranty on the defect Simmom's Beautyrest mattress which we paid for $3K. The side frame of the mattress is bulged out.

We paid around $3000 via our visa card for the black beautyrest mattress by Simmoms from Sleeptrain store at 10225 S DeAnza Blvd. Cupertino, CA 9[redacted]4 in May of 2008. Our invoice number is #[redacted]-023. Just recently around September/October 2013, we noticed the side frame of the bed is bulged out, we contacted the store about the problem and they send someone out to inspect the mattress and but Sleeptrain denies our claim. They blame we didn't setup the bed support frame perfectedly. The problem is we didn't install the mattress and we had no knowledge of anything wrong with our frame, it was installed by the delivery guys. And all we do is just to sleep in it. If the frame were

wrongly setup, then why they even installed it? It seems to me that Sleeptrain is using that excuses as a blanket to deny warranty service. The side frame of a mattess should never broke and bulge out. When we contacted SleepTrain and they sent us to talk to the manufacture. But when we called the manufacture, manufacture told us to talk to the dealer about the warranty. So we then called Sleeptrain again 800.919.2337 and talked to [redacted] and two minutes into the conversation she hung up on us. She is very rude. So the next day we called them again and ask for speaking to a

supervisor, [redacted]. But she is not willing to work with us on the damage of the mattress, it's uncomfortable to sleep in. We then googled the quality on Simmom's mattress, we found lots of complains. http://www.consumeraffairs.com/furniture/simmons.html The mattress quality is poor for sure, only 5 years we're out $3K. Thought we bought a top quality product, but it really isn't. And Sleeptrain's after customer service is very poor also because they yelled at me over the phone and won't let me talk and hung me up after 2 minutes.

The information in the inspection report is also not correct, it indicates that our frame is mounted to the headboard, which is completely false. We didn't use headboard. The inspector stepped on the boxspring as he walked across the bed to the other side of the bedroom , he made me to sign a sheet of disclaimer that says he measured the sag depth which he didn't at first, when I refuse to sign, he then measured the depth of the sag in the mattress. He told me that the mattress is defect and Sleeptrain will contact us. The sag in mattress is more than 2 inches deep, I always roll into that hole and it gives me back pain as well.Desired Settlement: DesiredSettlementID: Other (requires explanation)

We are seeking either replace the mattress or refund the money and so we can purchase a different mattress.

Business

Response:

Initial Business Response

Sleep Train provides a 100 night comfort guarantee on all new purchases. After that time frame has passed, the mattress set is protected by the manufacturer's warranty only. Our internal CS department assists our customers with the warranty process, but the warranty is provided by Simmons.

The customer purchased a CK mattress, and matching box springs, along with a mattress pad. Our drivers delivered this product on 6/7/2008. Our customer service department was contacted on 10/28/13, and we sent a warranty packet to the customer via email. We received the information back, and set up an inspection for 11/22/13. The inspection found the following:

Edge support along the left side panel is bulging outward 2". There is a 2" sag on the left side of the panel due to frame issue. No stains or tears. The right box spring is flat and firm, left box spring is not being supported by the frame and is warped as a result.

Metal frame with two cross pieces, end to end center rail and six legs. Frame is too wide, and not supporting the left box spring properly. Needs to be removed from headboard and readjusted.

During the delivery in 2008, our drivers did not install a frame, or headboard. I am not able to tell if the frame noted during the inspection is the same as the one that the customer originally had. While the frame specifications meet the requirements that Simmons has for frame support, due to the frame being too wide, the mattress set is not being properly supported. In addition, just as with any other piece of furniture, screws come loose, and things can shift. That is more than likely what happened with this frame, but it is by no means the fault of Sleep Train.

After receiving the inspection report, Simmons has the right to invalidate the warranty based on the lack of proper support. Due to the frame being too wide, the mattress has been permanently damaged. This is not a defect in the workmanship or manufacturing of the product.

Business

Response:

Sleep Train provides a 100 night comfort guarantee on all new purchases. After that time frame has passed, the mattress set is protected by the manufacturer's warranty only. Our internal CS department assists our customers with the warranty process, but the warranty is provided by Simmons.

The customer purchased a CK mattress, and matching box springs, along with a mattress pad. Our drivers delivered this product on 6/7/2008. Our customer service department was contacted on 10/28/13, and we sent a warranty packet to the customer via email. We received the information back, and set up an inspection for 11/22/13. The inspection found the following:

Edge support along the left side panel is bulging outward 2". There is a 2" sag on the left side of the panel due to frame issue. No stains or tears. The right box spring is flat and firm, left box spring is not being supported by the frame and is warped as a result.

Metal frame with two cross pieces, end to end center rail and six legs. Frame is too wide, and not supporting the left box spring properly. Needs to be removed from headboard and readjusted.

During the delivery in 2008, our drivers did not install a frame, or headboard. I am not able to tell if the frame noted during the inspection is the same as the one that the customer originally had. While the frame specifications meet the requirements that Simmons has for frame support, due to the frame being too wide, the mattress set is not being properly supported. In addition, just as with any other piece of furniture, screws come loose, and things can shift. That is more than likely what happened with this frame, but it is by no means the fault of Sleep Train.

After receiving the inspection report, Simmons has the right to invalidate the warranty based on the lack of proper support. Due to the frame being too wide, the mattress has been permanently damaged. This is not a defect in the workmanship or manufacturing of the product.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First off, We never got a company's response that you indicated that was emailed to us. And their response is the same as the inspection report. And my complaint filed originally is the rebuttal on their inspection report. Because it's clearly defective. We need someone to further investigate this issue, may be opening up the mattress and see what actually would cause this.

Review: Mattress was sold with a 100 day return policy. Agents of Sleep Train came to pick-up the mattress they said it was stained and could not accept it.

Subcontractors of Sleep Train came at 9:45pm to pickup returned mattress. After inspecting it with a flashlight inch by inch they stated it had a stain and could not accept it. They sent a picture to their contact at Sleep Train who said I stained the mattress and that the warranty was void. If the mattress was stain, which is not visible to a person not inspecting with a flashlight inch by inch, it must have been delivered with said stain.Desired Settlement: Now I have 2 mattress in my small 700 square foot apartment. I want the mattress taken away and a credit to my account. I also want them to stop false advertising that they have a return policy.

Business

Response:

Initial Business Response

Sleep Train offers a 100 night guarantee on all new products purchased. This guarantee is valid unless the mattress is stained, torn, or damaged in any way. Upon our drivers arrival on 12/6/13, a 7" yellow stain was noted on the side of the mattress. A small cut was found as well.

The product was originally delivered on 10/18/13, and was signed for by the customer in good condition. Due to the fact that it was signed for with no damage, we are not able to pick up the product with the stain and tear it now has. Pictures are available as well.

Review: This complaint is not about the product we purchased but about the sales practice that were used to our disadvantage. After we had made our choice of a mattress and proceeded to the office area I asked our sales agent, [redacted], if the company would give aa 10 % military discount and she said "yes" and also said that "a 10 % senior citizen discount would also be applied". There was only one 10 % applied to the contract instead of a 20 % discount.The other concerns have is being charged a $79.99 delivery charge when all sleep Train TV, Web and other media ads tout FREE delivery.Desired Settlement: The sum of the missing 10 % discount ($149.90) and the erroneous shipping charge ($79.99) is almost $230.00. I would be satisfied if Sleep Train would offer half of that amount ($115.00) to be applied as a future in-store or on-line purchase credit.

Business

Response:

Customer is told that the store of purchase has contacted the guest and come to an agreement with the complaint stated. Thank you, 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. I believe that their response to resolve this matter was outstanding by the Sleep Train company and look forward to doing more business with them in the future

Review: RE: SLEEP TRAIN MATTRESS Online Order [redacted] 3/14/15 Invoice#[redacted] 9 3/15/15; Went to SLEEP TRAINs Sherwood, OR Mattress Center; pd $2,750.00 cash(did not have $1 change)A [redacted] Contour Elite full size mattress delivered same day.Shortly thereafter,contacted SLEEP TRAIN&complained:mattress squishy, unsupportive:asked for a refund of money.@3/28 [redacted] retd call & told me I needed was last years' [redacted] Contour Supreme: explained last years Temp mattresses much firmer than current year.I knew Supreme firmer(rated 8 out of 8:8 being firmest)than Elite(rated 7). Indication was I would receive a significantly firmer mattress to try:1.rated the firmest Temp;2.last years model being firmer3/30-2nd mattress delv'd; orig mattress removed while I kept my dog restrained. I was shocked by mattress label Temperpedic Contour Signature. I experienced no appreciable diff in these 2 mattresses.Sig has same firmness rating as orig Elite.Sig model discontinued end 2014. Sig mattress clearancedas discontinued @ $1,049.00 from other retailers in 3/2015 NO REFUND offered for price diff between mis-exchanged mattresses between 3/30/15 & 4/12/15.($350 diff in suggested manufacturers price & $1,749 diff in clearance price of Sig by other retailers & Elite[SLEEP TRAIN claimslowest price match in advertising]). Emails,phone calls: no response.On 4/12 recd response from [redacted] re:1 small portion of long detailed emails asking full refund-[redacted] states he is initiating a $350.00 refund for price diff - NOT ASKED FOR in emails but brought to attention!This refund/deficit, initiated 12 days late and ONLYafter many emails placed SLEEP TRAIN in protected position to retain 100% of my money while discarding warehoused,discontinued(worthless)old inventory-refund check was not cut (am told,have not seen) until 4/20 after email sent by me to SLEEP TRAINs Customer Service on 4/16 contained promise of my contacting the Revdex.com if SLEEP TRAIN didn't respondDesired Settlement: I want SLEEP TRAIN to come get their mis-exchanged mattress. It was slept on for 8 nights with a mattress protector purchased from SLEEP TRAIN(waterproof). I want SLEEP TRAIN to refund my $2,749.00 (they can keep the extra $1).I am unable to purchase an appropriate mattress until I receive the return of this money.I sleep on my couch which has resulted in my suffering from sleep deprivation severely limiting my daily functionality. At 67 years of age this is a serious disability.

Business

Response:

This has been resolved. Sleep train has offered Mrs. [redacted] free pickup of her product and a full refund.

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.

In six months, we've had two mattress that have had to be replaced. But this last time, all they'll do is give us store credit or exchange it for the same one we're returning. And they're not even giving us the full dollar amount- no credit for the box springs we HAD to purchase or it voided the warranty on the mattress. I will never go to another Sleep Train or recommend them to anyone. The manager was rude and so was the gal at the warranty office. I can't shop somewhere when my business isn't appreciated.

Review: a mattress I purchased began sinking in the middle and I have followed all instructions from sleeptrain eg measurements and pictures I have agreed to pay $50 for an inspector to see the mattresssleep train has now advised me to go to the manufacturer simmonsI am 85 yrs old and reside at an assisted living facility making it difficult to follow thru with the manufacturer

Product_Or_Service: mattress

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

sleep train would view the sinking mattress and replace same sleep train should honor the sale and their advertisements

Business

Response:

The Sleep Train has tried to call the guest on 7-8-14 and left a message at both phone numbers on the account. We can be reached at ###-###-####.