Sleep Train Mattress Centers

Review: I just wanted to complain not the store in milpitas but the sleep train costumer service and issue on their product. I purchased a mattress from sleep train militias. the staff were very accommodating and very friendly. I was able to get a mattress that I thought would fit me best. Since I was covered with the 100 days exchange/return policy, After about a month, I went to the store to see if I can change the spring board because together with the mattress it's a bit high for me. The store clerk then told me that I should wait until I am really convinced with the mattress because they come in pairs. If I exchange the springboard now I would not be able to have the mattress exchanged. so I waited. After about 45 days I decided to switch the mattress to a more plush feel rather than firm. They were again very accommodating at the store. Delivery took place the following day. They took the first mattress out and when they were about to take the spring board, they saw a damage on the board. the metal part on the upper side was bent about a foot of it. hence they were not to take a damaged item. I was surprise to know about the damage. the damage was on the right side of the footing of the bed, I live alone and so I always go on the ride side of the bed;I have a queen sleigh bed with header, footer and wooded side bars; I weigh 150lbs; and I paid a total of $2000 for the brand new mattress and accessories. Now the question I have is, why would I damage a $2000 dollar item I just purchased? The costumer service I called was not very accommodating and friendly and just said, that voided warranty without even listening to my explanations. I am very positive that it was a factory defect that I failed to see at the time of delivery because I just did not think to check it out. I am a first buyer of mattress and it would have been helpful for the delivery people to inform me to check out the items before signing it off. I do not remember damaging anything at all.Desired Settlement: All I wanted was to have the box spring changed but I was treated less like a costumer. I should think that warranty should cover this since it's brand new... now I would like to return the whole mattress. I just hope Revdex.com will help me with this. Thank you.

Business

Response:

The product was orignally delivered on 2/24/14. At the time of delivery, the customer signed acknowledging that the product had been inspected, and there was no damage found. Based on this fact, we cannot exchange a foundation that was damaged in the customers home. Any damage, stains, or tears invalidate the comfort guarantee, and the manufacturer warranty. I have attached a picture of the foundation showing the damaged product.

Review: They claim to have a 100% satisfaction guarantee, but the guarantee consists of delivering one mattress and allowing you to swap it for another mattress if you are not happy with the first. I ordered one mattress and both mattresses delivered were completely different from the one that I tried out in the storeroom (ie. hard as a rock rather than plush). The salesman admits that this is true (the mattresses are different from those in the showroom) and that mattresses have to be broken in. This is complete rubbish as I have previously bought this exact same mattress (a Simmons beauty rest) and the mattress was comfortable and soft from day 1.Desired Settlement: I want to return the mattress (I only slept on it one night) and have my money refunded.

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.

Review: We purchased a new mattress from Sleeptrain San Rafael with a comfort guarantee that allows us to return or exchange if we find mattress unsatisfactory for any reason. Two days after receiving the mattress, we went back asking for an exchange. We were turned away by store employee who asked us to try for a month. We went back repeated after this and finally was able to secure an exchange on 11/15. Upon delivery of new mattress, driver claimed he found two faint stains even though the mattress was protected by water proof mattress protector. We do not know why the stains were there, it's possible the stains were there when it was originally delivered. Customer service has since refused to honor the exchange, we offered to provide evidence of mattress protector purchase only to be told only protectors from Sleeptrain store would offer any guarantee to stains. This was not explained or offered to us at the time of mattress purchase. We were only repeated told with Comfort guarantee we could return or exchange mattress with no questions asked. We feel like Sleeptrain is looking for excuses and after fact conditions not to honor its guarantee. We are very dismayed with the customer service we have received so far.Desired Settlement: We would like Sleeptrain to honor its promise to customers by making the exchange. We purchased mattress in good faith and we now ask Sleeptrain to do the same.

Business

Response:

Dear Mr. and Mrs. [redacted], We apologize that you aren't satisfied with Sleep Train's policies regarding stained mattresses. Per the manufacturer's warranty any stains or soils can void the warranty of a mattress as well as potentially ruin the integrity and structure of the mattress. This is clearly noted in the original paper work given to you in the "return policy" portion, as well as on your warranty card. We will be more than happy to assist you with exchanging your mattress once you're able to remove the stains. A product we highly recommend is called [redacted] and if you're uncomfortable doing it, many carpet cleaning companies offer these services. Many thanks for your understanding. Please call [redacted] once the stain is removed and we can proceed with your exchange. Sincerely,Sleep Train customer service

Consumer

Response:

I am rejecting this response because: This stain was not caused by us. We have water proof mattress protector covering the mattress since we received it. We can only assume the mattress was sold to us with stain. Your driver came and saw the mattress protector himself and confirmed it is waterproof and therefore he couldn't understand why there was a stain.We did not notice the stain when we received the mattress due to the lighting of the bedroom. Therefore we must insist your company takes the responsibility of exchanging the mattress as you promised at time of purchase.

Business

Response:

Greetings, Our records show you were delivered a brand new factory sealed mattress on 9-11-15. There are no notations of any stains from the delivery tag you signed the day you accepted delivery. All brand new product comes from the factory to our warehouses wrapped in plastic which affords them to stay clean and soil free. This brand new plastic comes off at your doorstep as the delivery team is bringing the product into your house. At the time the product is set up, the delivery team asks our guests to look over the product and if they are satisfied they sign the delivery tag and release the delivery team from their home. We truly do apologize that you are not happy with the fact your mattress has stains on it, but we can confidently say this was not caused by the delivery team. We don't show a record that you purchased the waterproof protector from our company, however many waterproof protectors have a guarantee if their product fails. We recommend calling the manufacturer of your mattress pad to see what their protection plan states and how they may be able to help you in submitting a claim of product failure with them. We know this because all of the protective pads we sell come with this protection plan and the company will step in when their product fails. Please contact us once the stain is removed. [redacted]. Regards,Sleep Train customer service

Review: ON 5/22/2016 I PAID THE LOCAL SLEEP TRAIN STORE @ 4711 GALLERIA PARKWAY IN SPARKS NV $6000.00 CASH FOR A MATTRESS SET TO BE DELIVERED AND SETUP ON 5/24/2016. THE SALESLADY HAD ORDERED THE WRONG MATTRESS AND BILLED ME FOR THE WRONG MATTRESS WHICH WAS NOT DISCOVERED UNTIL DELIVERY. ALSO THE MATTRESS PROTECTOR WAS ALSO THE WRONG ONE. SHE ADVISED THEY WOULD HAVE TO REDELIVER THE NEXT DAY. THIS WAS A HUGE INCONVENIENCE TO ME, AS THE PERSON IT WAS FOR IS DISABLED AND HAS TO USE A LIFT TO GET INTO AND OUT OF BED. I AM PISSED BECAUSE I AM STILL WAITING FOR MY REFUND OF OVER $1220.00. I DO NOT APPRECIATE THIS WHEN I PAID A LOT OF CASH MONEY OUT FOR THIS AND HAVE TO WAIT FOR MY HARD EARNED MONEY TO COME BACK TO ME. RIDICULOUS. THIS SHOULD HAVE BEEN BACK TO ME WITHIN THREE DAYS TIME PERIOD.Desired Settlement: GIVE ME MY MONEY BACK AND IT BETTER BE THE CORRECT AMOUNT TOO!!!!!!!

Business

Response:

Dear Ms. [redacted], Thank you for sharing your concern with us, it is important. We are sorry for any inconvenience our refund policy has caused you. Our records indicate the check was sent to accounting for processing on 5-24-16. Our policy is 7-10 business days from that time frame to get your check to you. You should receive this check no later than June 8th. If you have not received your check by this date please give us a call at [redacted] so we can provide further assistance. Thank you again for sharing your concern with us. Sleep Train customer care

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: We purchased a [redacted] mattress on 3/11/14 from Sleep train in Auburn, CA.We recently experienced sagging in middle of pillow top mattress as well as sagging (or sliding off) the sides of the mattress.Called the store for warranty replacement and they referred me to customer service who told me that an independent third party named [redacted] would contact me and inspect the mattress. The [redacted] individual did come and inspect the mattress and I heard back from the customer service person for Sleep Train that I would need to put a support structure under the slats of the frame of the queen bed and that I would need to replace the box spring. I expressed to them that the frame was a solid structure and came like that with slats along the bottom but they said I need to do this to get the warranty replacement. I sent pictures to them showing the completion of this task and have now been told that they would not replace my mattress as they needed a copy of a receipt for the box spring. I have been not heard back from them when I sent them an email one week ago. I have asked they replace the mattress as it was bought in good faith and the manufacturer claims a 10 year warranty.Desired Settlement: Would like them to replace the mattress with one of our choice - for same price. We would not want to replace with the same mattress as it will most likely have the same issues.

Business

Response:

Dear Mr. and Mrs. [redacted],We are sorry to hear of the dissatisfaction you've had with your mattress to this point. Unfortunately we have not received an email from you with photos depicting the new and proper support. I've even checked the junk folders and have not found anything from the [redacted] family. We are at the mercy of the manufacturer's warranty guidelines so it's imperative to have the proper support underneath your bed as you did purchase only the mattress from our stores. Please use [redacted] to send the photos with your updated center support for your wooden bed, of the new boxspring as well as the receipt of purchase. Once we can verify this has all been corrected we will contact you and will be able to offer an exchange for a mattress of equal value.Sincerely,Sleep Train Customer Service

Consumer

Response:

I am rejecting this response because: Copies of these pictures were sent to [redacted] (Customer Service) on June 19th.The resolution of the mattress being defective has nothing to do with the requests being made by the independent agent forSleep train. The fact that they are saying we did not comply is ridiculous and just goes to prove they are not willing to replacethis mattress.

Business

Response:

Please call our Customer Service number 800-919-2337 to help finish the resolution of this situation.

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: I filled out paperwork to return a $2000.00 mattress on Tuesday the 7th of January with a pickup of today the 10th. Sleep Train arrived to remove the mattress and informed my wife of a tear and stains on the mattress. I left work to inspect the claim and there is a tear present but I suspect the tear is from the delivery, the mattress was opened by a razor knife by a Sleep Train employee. No stains are present... After looking over the mattress in detail, the tags are torn and the stitching has loose thread in multiple areas which leads me to believe that the mattress may be refurbished, although nothing has been disclosed by Sleep Train. I contacted customer service and they employee stated that the pictures from the pickup show stains. The tear was not of concern but the stains are the issue. I spoke with a manager of Sleep Train after inspecting the mattress and had no return phone call. I called customer service again to ask for a manager or another employee to come and inspect the mattress but customer service replied that they only rely on the pickup employees and no further inspection will happen... I followed up with asking for the photos being sent via email so I can look at what is claimed. The pictures were sent and the pictures show discoloration from a poor photo... No stains are present on the mattress itself. I took photos of the mattress and sent them to the replying customer service agent and they only replied that they cannot return a mattress with a tear and stains along with the return policy. No stains or damage was created by myself or anyone in my family. I purchased a $120 warrantied mattress cover that was installed at the end of the original delivery. My only fault is that I did not inspect the mattress at the time of delivery and I signed the paperwork that Sleep Train is relying on.Please help me return the possibly refurbished mattress which is falling apart after just over 10 days.Desired Settlement: I would like to return the mattress with a full refund, as their policy states- I may return any mattress within 100 days minus any damage. The tear is not from being in my home and no stains are present.Kind Regards,

Business

Response:

This was already responded to.

The mattress was picked up on 1/15/14, and the refund has been processed back to the GE account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I purchased a high end Simmons bed from sleep train about 5-6 years ago. I was told the bed has a 10 year warranty at the time of purchase which covers sagging and other comfort issues. I was happy with the bed for the first 2 years, but for over a two years now it has been sagging in the middle a lot and the pillow top is bunching up. They sent a "third party" to inspect the bed and agreed that it is sagging out of spec which was 1.5" and mine sags 2.25"+. My claim was denied though because of "stains". The inspector took pictures of the bed and the bed looks perfectly clean. Although if you look really hard and in the right light yes you can see slight discoloration maybe (not visible in any pictures). I was told that basically anything aside from a cosmetically brand new bed will be void of warranty.I was sold a $2500+ mattress with the notion that it was a good quality bed with a 10 year warranty. I was NEVER told that the bed must be in PERFECT condition for the warranty not to be void. This is next to impossible for something that has been used every day for the past 5 years. They told me that a simple pen mark, single drop of wine, or anything on any part of the bed will void the warranty. Basically they want it to be in brand new condition even though the springs and the comfort are horrible. If it was not the extremely light discoloration that voided my warranty they would have found some other kind of mark or anything to make it void. Once again I actually took it out of the plastic and used the bed for the past 6 years.This is not right. They have a loophole in the warranty to sell people bad quality beds with a big warranty to assure them its actually good when they know that it is not. I do not know how this is legal and ok for a business to continue practices like this.Desired Settlement: I want this defective bed replaced or to get a refund. I do not agree with the unethical business warranty practices that scam people into purchasing low quality beds for high prices.

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. Our Customer Service department assists with the warranty process, but we are not the warranty provider. All manufacturers are very strict when it comes to stains. Regardless of the size or location. Any time liquid is absorbed, it can affect the padding underneath, and change the consistency of the foams. Also, the manufacturer's take the defective mattresses back to the factory, tear them apart, and report on any defects found. If there are stains, it becomes a sanitary issue for the mattress to be handled.

Review: I purchased my bed and frame from Sleep Train in February of 2011. The remote started acting up lately and I took it back to Sleep Train on Greenback Lane. The store manager said all warranty issues are handled by the manufacturer. I called the manufacturer and explained the problems I was having along with the fact that Sleep Trains web site clearly states parts have a full five year warranty. The manufacturer said their warranty was three years and insisted I pay for a new remote. I then went back to Sleep Train and told them that the factory refused to warranty the remote. Their response was we dont have any control over that. Even though Sleep Train advertises a warranty dont count on being able to use it. Buyer beware of false advertising.Desired Settlement: I would like a refund for the monies I spent along with the enforcement of the full warranty as advertised.

Business

Response:

Sleep Train is really sorry to hear of your dissatisfaction with the [redacted] adjustable base remote you've recently had to purchase and your concern that you don't feel our company has handled that concern properly. In researching your purchase it does appear that you purchased in Feb of 2011 which would put you in year 4 of the manufacturers warranty for this product. In years 4-20 on the warranty it states that [redacted] would handle a pro rated amount of the warranty cost on a "defective" product. It was not stated in the complaint if [redacted] deemed your remote defective or damaged. If you had to incur the entire cost of the replacement it must be assumed that [redacted] did not deem the remote defective rather they must have deemed it damaged. Can you provide any further information in this regard? With that said, again we apologize you are not satisfied with the manufacturers warranty. Unfortunately, we won't be able to help you out with the cost of the remote but as a valued guest of ours would like to offer you a discount on any other bedding needs you have. Ex. linens, pillows, mattress pad. If you'd like this discount, please contact us at [redacted].Thank you,Sleep Train Customer Service

Consumer

Response:

In researching your purchase it does appear that youpurchased in Feb of 2011 which would put you in year 4 of themanufacturers warranty for this product. In years 4-20 on the warranty itstates that [redacted] would handle a pro rated amount of the warranty cost ona "defective" product.You state:In researching your purchase it does appear that youpurchased in Feb of 2011 which would put you in year 4 of themanufacturers warranty for this product. In years 4-20 on the warranty itstates that [redacted] would handle a pro rated amount of the warranty cost ona "defective" product. I reject your response:I have a hard copy of your warranty which does state this but it refers to the mattress and nothing else. Your website states your warranty for the adjustable foundation as “25 full years limited warranty – 3 years full labor & Parts, 5 years full parts and 25 years frame.” Since the remote control is a component of the foundation I believe the remote is covered in total. You state:It was not stated in the complaint if [redacted] deemed your remote defective or damaged. If you had to incur the entire cost ofthe replacement it must be assumed that [redacted] did not deem the remote defective rather they must have deemed it damaged.Since I had a telephone conversation only with [redacted] I have no idea whether they deemed it “damaged” or “defective” nor do I know what pri ce I paid in relationship to the full price. I do know you can’t determine if a part is damaged or defective without inspecting it. I also know that information regarding the warranty for the base and components is not what you state and is not as published on your website.Your apology is not satisfactory. Your enforcement of your written warranty would be. I maintain you are clearly misleading your customers regarding your warranty for the complete system. I do believe you are in violation of laws regarding “ambiguity at best in the warranty” and “false advertising”. You also have not provided any assistance whatsoever in resolving this issue as a reputable reseller would do in case ofa dispute.

Business

Response:

Mr. [redacted],We would again like to apologize for the dissatisfaction you are having with [redacted]'s warranty. Please note we sell 9 different kinds of adjustable bases with several different warranties from different manufacturers on our website. Also please note Manufacturers reserve the right to update and/or change warranty on product as time goes on. The product warranty you may be reading about on our website may not pertain to the model you purchased back in 2011. I've attached a base warranty guideline straight from the manufacturer regarding what is stated in the warranty and how it also pertains to the remote. You'll notice that your model falls in the 2nd category of models purchased between 2008-2013 where it states 3 years of coverage. Some models manufactured in 2013 and later come with the 5 year coverage but unfortunately this does not pertain to your model. I hope this helps give you a better understanding of your warranty.Best regards,Sleep Train Customer Service

Consumer

Response:

I am rejecting this response because:You mention that a manufacturer reserves the right to change their warranty. I'm sure they do but the warranty that was in effect at the time of purchase still applies. You keep dancing around the fact that you are not honoring your written warranty nor are you assisting me in any way with the manufacturer.

Review: I had a bed delivered from Sleeptrain and the delivery driver accidently broke the bullnose on the top of my stairs. I was right there and saw him. He is stating, "the stair was already damaged" and is arguing with me about it. My daughter and I was right there as he was going down the stairs with the mattress and PERSONALLY saw the stair snap from the back of his foot. When trying to speak to Sleeptrain about this they refer me to call the warehouse that delivered said bed. Well, they are outside contractors and are the ones being VERY argumentative about it. Plus, they are stating things that are just not true. For example; they stated I refused to sign a release. They never asked me to sign a release. They are also stating, they told me about a damaged step at the bottom of the stairwell. There is not a damaged step at the bottom of the stairwell. The only step that is damaged now is the one at the top of the stairwell that they broke. Now sleeptrain is wanting ME to contact them to resolve this issue and I do not feel that will resolve this issue as they are just arguing with me about it. I feel that Sleeptrain management should handle this, not me.This has now become a safety hazard for myself and my young grandchildren.Desired Settlement: I want them to repair the bullnose on my stairs that they damaged.

Consumer

Response:

Hi

The delivery Company is working with me. I will get back to you once this is resolved.

Thank you,

Review: Brand new Daybed was purchased for guestroom. when the bed and mattress were delivered and installed, the defect part of the mattress was hiding (against the wall site). As a customer, I failed to turn the mattress and bed around to check for defect and signed the POD on 3/16 (Sunday). I did not notice the defect till 3/22 when I was going to put the mattress protecting sheet. I phoned the Milpitas store right the way and emailed a image to them. Store sales called and informed me that they would arrange a replacement on 3/23 and take care everything. On delivery truck showed on 3/24 around 5pm, they refused to take the mattress and leave new one and informed me that I need to follow up with Customer Service on Monday. 3/25 - called customer service at 1pm, Alex Brown at customer service informed me "this is not their problem since I signed my name on POD and there is nothing they can do. He also refused to transfer me to supervisor". I tried to reason with him, but his attitude was bad so I ended the call. Followed up with store call on 3/24, some sales answered the call and indicated he will check and call back, but did not. Followed up with store again on 3/25 around 7pm, Sales checked and informed me (after one hour later and checking with customer service and District Manager), they conclude that they will not do anything for my case. I did not damage the mattress and did not pay for a defect mattress. I request for fair treatment, but I did not get it. I believe all consumer should be aware of their customer service quality and be careful with merchandise delivery. My lessons are - 1) Don't buy from them again even I like the sales team (very good knowledge and helpful), but the service matter as well. 2) be extreme careful to check all delivery, don't take "quality service" for granted.Desired Settlement: replace a new mattress and apology from the customer service dept of their poor handling.

Business

Response:

After researching the complaint, we found that the customer signed the delivery confirmation, acknowledging that the product was free of damage. We specifically ask customers to check, as all guarantees and warranties are invalidated if any damage is found.

Review: I would like to complain my recent 2 experience with sleep train customer service. I am very frustrated on the service level for both of my experience.

My first complaint is on the exchange of the foundation from high profile (9inch) to low profile (5inch)- invoice number is XXXXXXXXX. I bought the matress with the foundation back in August 2013 at the Pleasanton store. The purchase came with the 100 days free exchange. Because my wife and I felt the high profile is too high, we would like to exchange for the low profile. The store helped us with the paper work and it was delivered as scheduled. However, the delivery person inspected the high profile and found there is a smash type of damage on the frame of the high profile foundation. They refused the exchange due to the damage. There is no way we could cause that damage by simply sleeping on the matress. So I called the customer service to argue that it was damaged before the delivery and [redacted] was the customer service person serviced the call and simply said there is no way they will deliver a damaged product and as I have signed at the delivery, it is all my fault. The problem is that there is no way that a customer would know to inspect the frame because the delivery people have put the matress on it. I went to the store to discuss with the sales person and it was not successful because he told me it was already involved in customer service and they are the ones making the final decision.

Because my wife and I really like to have the low profie foundation, we decided to buy a new one first (and I will make my Revdex.com complaint later). So we paid for the new one (invoice number XXXXXXXXX) and make it clear that we will want to keep the smashed one because it is only 100 days old and still usable, plus I have paid for it and dont want it to go waste. The delivery person came as scheduled and insisted to take it away. I was not home that day and my parents dont speak english. I called the customer service again, and [redacted] was the service person again, and she said there is nothing they can do because it was disposed already.

[redacted] is the service person both times and I am very disappointed about her service level both times. In both incidents, she said "there is nothing we can do", which is the horrible way to service the customer. Especially on the 2nd incident which clearly is a fault on sleep train, she is not even thinking of a way to resolve the issue. Again, I am very frustrated and disappointed about the service level.Desired Settlement: Refund the price of one foundation profile.

Business

Response:

Initial Business Response

Sleep Train offers a 100 night comfort guarantee on all new purchases. This guarantee is valid unless any of the product is stained, torn, or damaged. the original delivery took place on 8/9/13. The product was signed for by the customer in good condition, and free of any damage. The customer contacted us in November to do an exchange to a different height box spring. The delivery was set up for 11/20. Upon the drivers arrival, it was found that one whole side had been crushed, and the steel wires bent as a result. The customer had the product in their possession for 3 months, and since it was signed for in good condition, we have no way to determine that the damage was caused by anyone but the customer. The store did attempt to help the customer by offering them a large discount on a new box spring, which was purchased on 12/1.

Final Consumer Response

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

I have made it clear to the sales person ([redacted]) that I would like to keep the old frame. The sales person has changed the order sheet to reflect that the delivery person is not going to take it away. And there is no way that we have made a request to remove it. It is clearly a communication error between the store and the delivery people and it is unacceptable that sleep train is still pushing the responsibility to the customer.

To the first issue, sleep train delivery person did not ask me the inspect the frame. The delivery person simply put the mattress on the frame. So customer is not educated to know that they will need to check the frame. As a tip, this will be a good practice to implement for sleep train going forward so that it can avoid issues like this in the future.

I am extremely disappointed that sleep train as a customer oriented company is pushing back on things like this.

Final Business Response

Sleep Train doesnt have control over the fact that the person accepting delivery was not able to communicate with the drivers. Our drivers would have asked if the customer wanted the piece removed, becasue its a service we provide, and would only have taken it per a request from the person present.

Review: I notified Sleep Train personnel 4/10/14(went back to the store), re: my mattress(Beautyrest Recharge Pacific series-bought 11/23/13), making a noise when I get into or out of the bed. I also stipulated that the noise started when I first got the mattress, but it was very soft, and did not happen all of the time. Now, the noise is loud and irritating. It sounds like the scrunch sound a leather cushion makes when one gets up.So, the salesperson in the store, set up an inspection date for the mattress. We agreed on 4/12/14-today. Two representatives from Sleeptrain arrive. They inspected the mattress. They inspected the bunky board, and slats. They both came to the conclusion that it was the mattress that was making the noise. They had me sign delivery slip and write a note that I want an even exchange mattress, because mine was defective, and for me to also call customer service. So, I did that. I called Customer service. I spoke to [redacted]. I stated that 2 reps from Sleeptrain just left my apartment, and told me to call customer service to report defective mattress. [redacted] asked for invoice number. I commenced to tell her problem with mattress, and that I am requesting an even exchange. There was a long pause, then her response was, "Well, we don't just Spit them out!" Now, she did not use the word spit, but the meaning was the same. She then stated I would have to do the warranty thing, and that she would have to send someone from their company to inspect. AGAIN? I said "fine." She then asked if there were any stains or tears on mattress, and if there were, that would "Void" my warranty. I told her, there were no tears, but there was a very faint, small coffee stain on mattress, not near defect. Her tone of voice became hard. She would not proceed with process until I got stain out!! I took photos of my mattress which is intact and clean. If I damage mattress with cleansers for a barely visible stain that has not caused any damage, I plan to sue. This is not right.Desired Settlement: I am requesting an even exchange-Return this mattress, and give me a new one -same value.Everyone was all smiles when I was ordering and paying for my purchases!!! I bought bed frame, mattress with bunky board. It is a Full Size, and everything came to over $2000.00, which was paid in full that night!!Now, I am being cheated because this company does not really honor warranties!!This woman won't send an inspector out, because I was HONEST about a small stain!!I will tell others about this!

Business

Response:

Sleep train offers a 100 night comfort guarantee on all new products. After that time frame, the mattress is protected by the manufacturer's warranty only. We assist in facilitating the warranty process for our customers, but are not the warranty provider. We are bound by the guidelines and requirements set forth by each manufacturer.

Unfortunately, the store did request that our drivers go out and take a look at the mattress for the customer, instead of having the customer go through the correct warranty process. When the customer contacted our CS department, we informed her that she would need to have the mattress inspected, and upon further questioning, it was discovered that the mattress was stained. All manufacturer's will completely void the warranty if any stains are found. Regardless of if the bed is defective, the size, color, and location. We informed the customer that we cannot move forward with a warranty claim if there are stains.

Consumer

Response:

Hi [redacted].

Thank you for getting back to me. I apologize for the months of silence. As we discussed on the telephone, I have been waiting to hear back from you, and somehow, the email you sent was never received by me. Anyway, moving forward. The company sent two guys out to my apartment to inspect my mattress, because I complained about a noise the mattress was starting to make whenever I sat on it or got up from it. The guys from Sleep Train verbalized that the mattress was the problem. As for the very small coffee stain. That stain was removed the day I spoke to the woman at Sleep Train's customer service, who was very argumentative and unprofessional. I ended up in an argument with her. The mattress has no STAINS.

Review: I bought a mattress from this business (formerly Mattress Discounters)about two years ago. Within a week it began sagging significantly. When I tried to return the mattress, I was told I would have to pay a fee to have it inspected or pay both a restocking and shipping fee to exchange the mattress for a different one. I was not fully informed that I would be committed to having to purchase another mattress with this store if there was a problem. I was in a lot of pain on that mattress and did not want to chance it "failing" inspection for the warranty, thus losing $50.00 in addition to the other fees, so I opted to exchange the mattress for a different one without the warranty, costing around $100.00 for shipping and restocking fees. Within a month, the new mattress began to significantly sag as well. I couldn't afford to do another exchange, so I tried to live with it. After two years, it was significantly collapsing. I was having a lot of trouble sleeping and in pain as a result. I decided to have it inspected for a warranty exchange because I couldnt sleep on it anymore. It was found to be significantly defective and I was given credit for an exchange. I was then told to go into any Sleep Train store for this exchange. When I went in the store, the salesperson was helpful and thought they could do a price match on the warranty exchange. I wanted to take time before choosing, so I left and came back. When I returned, a salesperson named Leilani was immediately rude when she discovered I was doing a warranty exchange. When I asked about price matching she said she could not do that for an exchange. I asked if she could show that to me in writing or on the website, and she was unable to find anything. I went forward with the purchase as I needed a different bed immediately and couldn't wait. I was never informed I could not price match on an exchange with the original purchase and couldn't find this information anywhere.Desired Settlement: I would like a refund for the amount this mattress was selling for on the day I bought it ($562.39 at Sears). I was not informed I would not be able to return the original mattress and have been stuck exchanging defective mattresses through this company, when I could get a much better price somewhere else for the same product. I also was not informed price matching doesn't apply to exchanges and this information is not available to consumers.

Business

Response:

Dear Mrs. [redacted],We are sorry to hear of your dissatisfaction with the warranty replacement you've recently received. Please note, your warranty replacement was approved for a [redacted] product. Per the manufacturer's warranty a [redacted] should be replaced with another comparable [redacted] Product. In the name of great customer service we wanted to find the best way to serve your sleeping needs, so when you chose to use that [redacted] warranty credit towards a Simmons product it is our policy that the consumer will need to pay the upgrade to switch brands. Mattress Discounters did in fact have a re-stocking fee that you were responsible to pay in 2013 when you made the comfort exchange. We are happy to report that on 8-2-15 we did refund you the $50 inspection fee you paid for your warranty claim since your bed was deemed defective by the manufacturer, [redacted]. We truly wish you the best sleep with your new mattress.Sincerely,Sleep Train Customer Service