Sleepworks

Shady salespeople and manager with no integrity. Waiting months to rectify an issue when they sent us a USED and/or DAMAGED product. Our daughter has had no bed for 3+ months waiting for their mistake after mistake and lack of care whatsoever. They refuse to o do the right thing. All we want is to return the incomplete mattress and boxspring. They revert to blaming the customer. They are shady and I hope others will not get taken for the same ride.

Review: After various emails with the sales force, I went to purchase an organic, allergen free, firm mattress and box spring which did not get hot. First the salesmen ignored my partner and myself. When they finally asked if they could be of assistance they told us the mattress they mentioned via email wasn't in stock and recommended what they called a natural mattress. Again, I repeated my concerns about it being environmentally friendly and more importantly allergen free and would not get hot. He said it was all of the above. The mattress arrived and it had a migraine inducing odor, was unbearably lumpy, and retained immense amounts of body heat. My friend and I returned to the store to speak to the staff about the mattress issue. After waiting almost an hour the salesman finally asked us if we needed assistance. I re-introduced myself. Discussed the matter with him, and he subsequently told me I'd have to pay more for the organic mattress, yes, the mattress I originally requested and was told they did not have in stock. Yet, if I selected a less expensive mattress replacement, I would not receive a refund of the difference. Ultimately the salesman assured me the odor and lumps were a fluke and suggested I try the same mattress from my original purchase. A new mattress arrived, damaged, and even after they said they aired it out, it too had a noxious odor. The mattress also has a sag in it. They promised a replacement, free pillows, and a mattress cover but none of those arrived. This mattress has severely exacerbated by medical conditions. The unevenness, odor, and heat cause me to sleep on my floor or my couch to help reduce the negative ramifications of the mattress.Desired Settlement: I've tried to settle this with the company directly and via my credit card company but to no avail. I've requested a complete refund. I realize this is not their normally process, but neither were exchanges so I do not think my desire for a complete refund is out of order.

Business

Response:

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

Business

Response:

First, we are sorry the customer feels we did not respond when in the showroom and is having problems with the mattress she chose. No one has ever waited more than 10 minutes for help. We do not ignore people. Second, we carry many Eco Friendly mattresses, some in stock and most we do not, the mattress stated over email the customer did not like. She chose a mattress that she felt comfortable with that is made without chemical off gassing and safer for the environment. When delivered she felt it had a small to it so we replaced it with no questions asked. She decided to have the same mattress delivered only this time we would open the factory sealed bag and let it air out. Customer said she was still not happy with the smell, our delivery drivers stated they did not smell anything but we understand that some people are more sensitive. We offered to have the customer come to the showroom and select a different model since we do not offer refunds but do offer a comfort exchange, customer refused to come to showroom when asked several times, we tried to speak with the customer more than several times but she would not return any calls or come to 1 of our 2 showrooms. Customer requested refund over email and we stated our policy is to change the mattress of their choice for equal or greater value and of course to pay the difference if it was higher priced mattress. We emailed back and forth many many times to have the customer come in and select another mattress but still would not return many calls. We have offered (as stated in at least 20 emails) that we would replace the mattress or she can choose another brand that was safe and odor free. Up to today the customer has refused to return all calls or come in. We still offer the customer the option to choose another brand or replacement of her choice.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In front of witnesses they said I would have to pay the difference and they have given refunds in the past. Also, since my second visit to their showroom I have not received a single phone call and my emails have gone unanswered for months. I also stated my medical condition severely limits my driving so getting to their showroom a third time is very difficult. The heat and discomfort of this mattress is unbearable. I am now staying at a friend's home so as to avoid sleeping in that horrible mattress. As for the 10minute wait, a nod and a "be right with you" followed by 30+ minutes waiting does not good service make.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In front of witnesses they said I would have to pay the difference and they have given refunds in the past. Also, since my second visit to their showroom I have not received a single phone call and my emails have gone unanswered for months. I also stated my medical condition severely limits my driving so getting to their showroom a third time is very difficult. The heat and discomfort of this mattress is unbearable. I am now staying at a friend's home so as to avoid sleeping in that horrible mattress. As for the 10minute wait, a nod and a "be right with you" followed by 30+ minutes waiting does not good service make.

Sincerely,

Review: Ordered an adjustible bed on Monday 05/**/14 at Bay shore location. Left $500 dollar deposit.the rest over 2 year period $116+ dollars.Delivery date was scheduled for Saturday 05/**/2014.Called Wednesday 05/**/2014 to cancel order and was told 30% cancellation fee stated is not of the deposit but of the purchase price $3000+ and I will not be reimbursed. contracto doesn't state cancellation/restocking fee is of the purchase price is left of the signed contract.[redacted] wanted to give me a couple of weeks before cancelling told him I wasn't interrested in purchase anymore. He stated he hates to charge me 500 to 600 dollar for these obscure contract.in short there is no refund due to me.please review and let me know you results.Thank you,[redacted]Desired Settlement: 70% due me according to the contract.Deposit was $500 dollar paid by debit card.

Business

Response:

This

was a special order adjustable bed that we ordered for this very nice customer. The deposit was $500 (well under cost of goods) and the balance financed over 2 years at 0% interest. We ordered

the adjustable and the mattress to be delivered soon as possible due to customer was going away. We have put the mattress in our inventory and will not charge a restocking. We never want to keep a customers monies if they do not purchase.

We are a family business with a good reputation. The contract states 30% restocking fee, it does not stipulate of the deposit only. In this case it would ave been $900 but we have cancelled the finance in full and put customers $500 deposit on credit for her to use in full any time on any products we sell.

We sincerely feel that this is fair and balanced, there will not be any charges if the customer uses the credit for merchandise purchased at any of our

showrooms.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This wasn't a special order. No where on receipt is this mentioned, nor was it conveyed to me verbally. Receipt also doesn't states 30% of purchase price, simply states 30%. Already told sales person I'm not interested in them keepin my refund for future use,is when I was told 30% applies to total sale price. Copy of my receipt is available for review. Please bee clear upfront about business practice, post thm next to your Revdex.com accolades.

Don't deceive and cheat people out of their hard earned money. Also loan at 0% is due to my excellent credit score and not on your accomplishments.

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

Sincerely,

Business

Response:

We have tried to contact the customer, unfortunately she does not want to return calls. We are refunding her deposit back to her CC but need her to call us with that number.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Sleepworks has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Shady, shady, shady business! Ordered a twin mattress and was told that it wasn't in stock so they would get back to us within 7 to 10 days to schedule a delivery. After 11 days we called to get an update and were told that they never would have said we'd have a delivery scheduled within 7 to 10 days and that they mattress will arrive "any day now" and that if we don't hear from them by Thursday (14 days after the order) to call them back. Well, they did not call back, so we did. No answer on Thursday. We called again on Friday and got a machine. We immediately called our credit card company to dispute the charge.
Well after a week after disputing the card charge we received our first call from Sleepworks (22 days after the order). The man said that they saw that we are disputing the credit card charge and apologized, and that the mattress is now in (how convenient!) He didn't mention anything about a restocking fee, that was left for another call the following day when another man called saying that the mattress is in and they will have to charge a 30% restocking fee!
When we called back to argue that this would be unfair they refused to budge. We find this to be an alarming practice as several people have complained about the same thing here on [redacted] and on other sites. They take the payment, claim to order the mattress, never call and never deliver it - do they even ever order it? Then they pocket 30% after the order is inevitably cancelled by the customer. Stay away. This is a rotten business.