Sleepy's

Review: We purchased a new Simmons beauty rest luxury plush king size mattress set in mid may 2013 .

The sales associate that helped us seemed to be really helpful. We went back and forth between a few different mattresses and finally made a selection.

I had questioned the about differences with the quality and manufacturers. I also asked the sales person about reviews that I had read on line about consumer complaints saying the mattress they received felt different then mattresses on sales floor . She told me on several different occasions as I did visit the store 2-3 times before making my final selection " mattresses are like shoes, they take time to break in , they may not be comfortable until wear them a

Few times"

Well the assurance policy of 21 days in my opinion doesn't exactly allow much time ?

Over the past few months I have been gradually experiencing terrible issues with my back .

I was unaware it was my bed until I recently took a week vacation and slept in a diff bed . My back pains disappeared during my week away. I came home 2 days ago and now after sleeping into bed again 2 nights I am in agonizing pain !

I am so disappointed that I made this large purchase a matter of less then 3 months ago and there is basically nothing that can be done about it!

I went with the assumption that the sales associate mislead me to believe that a bed would improve over time and my situation has done nothing except get worse!

I went in the store to see the same associate yesterday to inquire about a different mattress and making a new purchase . The sales associate wasn't helpful or sympathetic in the least bit. She didn't even want to offer a free delivery ?

I asked about a different mattress that I initially was interested in on my very first visit to store and she wanted to charge me $400 more then what she quoted me in april plus delivery charge ?

I think this sales associate needs to refresh her sales advice and be honest about the 21 days you are given to tell if your mattress is going to fit your needs!

Thanks to this mattress I have endured days weeks ands this of pain ! It's now interfering with my job. I am having a hard time fullfilling my duties and may need to take medical leave due to my daily pains and how it intereferes with my job performance as a police officer . It is leaving myself and others in jeopardy .Desired Settlement: I would like some type of credit / exchange of merchandise

Also think the sales associate should identify more precisely time /waiting period a customer is offered to meet their satisfaction

Business

Response:

Review: I purchased a matress on sale for $499.00 which normally sells for $799.00 and the mattress that was delivered to my home was not the mattress that I purchased. I noticed this from the moment that the delivery men brought in the mattress they told me that if I thought that the mattress was not the right one to call them and they would resolve my issues. In the interim I was hospitalized and I couldn't go over to the store that I bought the mattress to speak to the sales rep and to confirm that indeed this was not the mattress in the showroom. I went to the store and took pictures of the mattress and confirmed that they delivered the wrong mattress. I spoke to the rep in the store ([redacted]) since the sales rep that sold me the mattress wasn't there and he told me to take pictures and to call the store that they would resolve the issue. I called Sleepy's on Sunday Feb [redacted] and spoke to [redacted] Rep # [redacted] she was very helpful in the beggining until she told me that I indeed received the correct mattress and I told her that this was not the case and I asked to speak to her [redacted] who was [redacted] (email address [redacted] phone number ###-###-####). She said that she would investigate the information that I gave her and that she would get back to me. When she called she said that she confirmed with the warehouse and the manufacturer that even though the mattress didn't look the same that the components used to make the mattress are the same. I responded to her that she could tell me that story until she was blue in the face but that I wasn't going to buy it. I also described to her features that the mattress at the store had and the one in my home didn't have including a NY state tag that she said paraphrasing briefly that it shouldn't be removed by law also A logo Natures Image Ortho inbedded in the mattress. She said that the manufacturers said that this was the same mattress and I told her that I purchased a mattress at Ikea for less money and that this was superior in quality to the one they delivered. I also told her that the mattress they delivered was of the same quality of the mattress that they had on sale for $399.00 that the sales person showed me when I first asked about the mattresses that were on sale that weekend. I told her that she needed to resolve my issue or they had to reimburse me the price that I paid for the mattress. She said that they probably wouldn't be able to do that but that she would check to see if she could find the same mattress that was in the showroom in the warehouse and see if the [redacted] would authorize the swap.. I told her that if that wasn't possible that I would accept the showroom model and she that they can't do that either. So I told her to get in done or that I would report them to the Revdex.com and file a small claims court since I work for a buffet of lawyers here the CitiPrivate Bank in the Law Firm Group. She said that she would call me back yesterday and she didn't I need to get this resolved one way or the other but I am definitely not going to cross my arms and have Sleepy's beat me for my hard earned cash that I paid for this product. I don't know how you go about resolving issues like these but I need some closure and one thats in my favor since I am the victim here. Hoping to here from you in a timely fashion.

Cordially, [redacted]

W: ###-###-####

H: ###-###-####

C: ###-###-####Desired Settlement: That the correct mattress be delivered to my home in a timely fashion or that I receive a cash reimbursed no less is acceptable.

Business

Response:

Case: [redacted]

On January **, 2014, [redacted]

received delivery from Sleepy’s of a Carolina Ortho Posture queen size mattress

model # 1501 and a Modus queen size platform bed model # MONEW. On February **, 2014, nearly a month after

receiving delivery, [redacted] contacted Sleepy's Customer Service Department

claiming to have received the wrong mattress as he felt the fabric was not the

same as the mattress he tried in the local showroom. [redacted] was asked to

read the law tags to confirm he was delivered the correct mattress. While we

were able to confirm [redacted] received the correct product, we explained to

[redacted] that the manufacturer reserves the right to change the fabric during

the manufacturing process.

[redacted] was able to speak

to a [redacted] in our Customer Care Department and as a courtesy to [redacted],

an email was sent to the warehouse to check into available stock and determine

if a mattress with the same fabric as the one displayed in the showroom was available.

[redacted] was made aware that all the

mattresses available in stock were of the same fabric that he currently had in

his home. [redacted] requested he get the floor model on display. A request

was sent to the [redacted] for the New York City region to see if

this accommodation could be made.

On February **, 2014, [redacted] was contacted by the District Sales [redacted] to discuss his request;

however a message was left due to no answer. We welcome the opportunity to

continue working with [redacted].

If [redacted] should have any further question

or concerns, please have him contact [redacted] at ###-###-####, or [redacted].

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]

I really don't know what games Sleepy's is playing but they didn't resolve my complaint by any means and I made this known to [redacted] on Mar [redacted] by leaving her a voice mail to have her open up my complaint again.

[redacted] didn't resolve my problem at all she took about 4 days to get back to me and when she did all she did was reiterate the same thing that the previous rep told me. I told her clearly that the mattress I had in my home was an inferior mattress and it had nothing to do with the material that the manufacturer used. She said that someone from Sleepys tried to call me and that I didn't respond which is not the case I have various ways of getting a hold of me and they didn't exaust all of the means. She told me that she said that she wanted to arrange with a [redacted] permission to be able to receive the same mattress that was in the show room. She then asked me to send her photos of the mattress in my home and the one in the store. when I sent her the photos she told me that she wouldn't be able to do nothing until Monday because she was off on Sat and Sun and I told her that was fine. She never called me back I left 4 messages between Mon & Tues.

I also want to correct something that Sleepy's told you in their response they said that the mattress had the NY state tag and this is not true and I told them this. I told them that there was no NY State tag attached to the mattress. the only thing that was attached to the mattress was a cheap looking bar code tag.

It's still beyond me how your bureau gives this Store a good rating with all the poor customer service they offer and all of the complaints that I saw on your website. Some of the nightmare stories that are related by other consumers and some that my own relatives shared with me after the fact.

I want you to call Sleepy's and make them call me and resolve this issue in a timely matter. I also want to stress that you shouldn't close this complaint until you hear from me personally stating that they have resolved my issue.

If you need to reach me or Sleepy's here is my contact information please make sure that they make use of it and stop lying about what they are doing to help me resolve this matter when they are really doing nothing but just hiding behind the phone. They can hide behind a phone and emails but that it not going to stop me from getting the service and merchandise that I deserve as a honest consumer. Word of mouth can be the worst propaganda a dissatisfied customer can offer. I work for a large bank with a buffet of lawyers that gladly would assist me in getting the results that I am looking for.

email: [redacted] & [redacted]

B: ###-###-#### C: ###-###-#### H: ###-###-####

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

Sincerely,

Business

Response:

Case #: [redacted]

We are in receipt of the rebuttal filed regarding case # [redacted].

Our Customer Relations Department was able to speak to [redacted] on March **, 2014. [redacted] confirmed

that the mattress currently in his home did not have law tags and provided

pictures showing the difference between his mattress and the mattress in the

showroom.

Upon receipt of the pictures from [redacted], we reached out to the local showroom where [redacted]

purchased to confirm the Carolina Mattress model #[redacted]. The Mattress

Professional confirmed the location of the mattress as to what [redacted]

described and informed the mattress in question is a twin size on a day bed for

display. [redacted] was informed of this and advised he would not be able to

have the showroom floor model, however, Sleepy’s would be able to offer him an

even exchange and have the warehouse check the product for quality assurance or

he would be able to select different bedding of his choosing. [redacted]

advised he would return to his local showroom to select different bedding.

On March **, 2014, [redacted] contacted our Customer Relations Department to inquire regarding his

complaint. [redacted] was explained as per the manufacturer, the specs of the

Carolina Mattress model #[redacted]are the same despite the fabric being different.

With [redacted] still reiterating that the mattress he received does not

appear or feel of the same quality of the mattress he tried in the showroom, we

advised him once again he can have an even exchange or select different bedding,

To date we are currently waiting for [redacted]’s selection.

We will continue to work with [redacted] to ensure customer satisfaction. If I may be of further

assistance, please contact [redacted] at ###-###-#### or [redacted]

Review: My wife and I have very bad backs. We purchased a mattress 2 years ago and it failed. Sleepys took it back under warranty and exchanged it for a far less comparable bed. The new bed came in "FROZEN" and felt nothing like the store. We then upgraded to the "top of the line" model and it too came in feeling NOTHING like the bed in the store. When we upgraded we were NOT told that if this does not work out that it can not be returned and refunded in full. My wife and I are now in terrible back pain after sleeping on this "top of the line" mattress for 2 nights. There are no better beds to buy according to Sleepys. Sleepys even suggested that my kids jump on the $3000 bed to losen it up. THE PRODUCTS DELIVERED WERE NOT EVEN CLOSE TO WHAT WE EXPERIENCED IN THE STORE.Desired Settlement: I would like this mattress taken away and I would like a full refund of the most recent upgrade. I am willing to forgoe the $1634 credit from the original failed mattress just to get away from this company.

Business

Response:

Case # [redacted]

On December **, 2013, Sleepy’s Customer Care Department was contacted with claims of the mattress the [redacted]’s mattress purchased in March 2011 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the

mattress did not meet the manufacturer’s standards however; the box spring did meet the manufacturer standards. Therefore, pursuant to the terms of the warranty the [redacted]’s received a warranty credit reflective of the mattress only in the amount of $1634.65.

On February **, 2014, the [redacted]’s visited their local showroom seeking to purchase model number KD2686 and requested the lowest possible price the consumer’s price was dramatically reduced from $2984.99 to $2056.49.

On February **, 2014, [redacted] visited his local showroom and upon entry demanded that the mattress recently exchanged and delivered on February **, 2014, be removed immediately. [redacted]’s was advised the removal could not occur as he demanded that day however his request to address his concern with Management was immediately accommodated. As an additional accommodation to [redacted]’s and to assist in the alleviation of his concern of the firmness of the newly exchanged mattress another exchange was coordinated and completed on February **, 2014.

On March *, 2014, Sleepy’s received this complaint from your office advising that the [redacted]’s are requesting a monetary refund. The [redacted]’s at the time of purchase received a copy of Sleepy’s No Refund Policy along with their invoice at the time of purchase containing a statement of Sleepy’s No Refund Policy in clear and

concise language which states, “No Refunds will be given after delivery.” The No Refund Policy is also conspicuously posted in Sleepy’s showrooms, along with the Comfort Exchange policy. Taking into consideration the consumers discomfort they have been extended two (2) Comfort Exchanges which our policy

dictates one (1) Comfort Exchange per consumer.

At this time in an effort to assist we can extend the offer of accommodating pricing to the [redacted]’s which will allow them to select a new set of bedding a deeply discounted price (excluding: Tempur-pedic, Stearns and Foster, Sealy True form and Serta I-Series) OR we can offer a mattress topper at no charge as an

accommodation to be sent to their home. If the [redacted]’s accept this offer they must search our website at [redacted] and e-mail me at the below e-mail address as to the topper they have opted to go with.

Since this should resolve the complaint to the customer’s satisfaction, we believe that no further action is required at this time. However, if I may be of further

assistance please contact [redacted] at ###-###-#### or [redacted]

Review: Hi: We purchased a mattress and electric bed frame in January, 2012. Since we have had 3 repairs and the day after the third repair, the frame would not work again. We have called and called several people without success. [redacted] was to help me with the situation, but has not called me back. We have not been able to sleep in our bed for over two weeks. I feel this company has not lived up to their sales pitch to purchase the bed.Desired Settlement: We would like either a better, not the same brand, no cost replacement or a refund. The refund would have to be enough to purchase a better and new bed frame with no cost to us.

Business

Response:

Review: I contacted Sleepy's on January *, 2014 to complain about a mattress we bought 6 months ago and was told they would call back to schedule inspection, etc within 48 hours. As of today, they have STILL not contact me.

This is the second mattress we have had a problem with from Sleepy's in under 2 years. Last time they gave us a run around, never showed at scheduled appointments, tried to deliver a stained and/or used mattress, and tried to play with the receipt to make the value less than what I paid. I contacted the manufacturer of the mattress we have now - Sleepy's told me it was Serta, and they have no such mattress, and they were concerned that there was no hang tag on the mattress we bought. I think Sleepy's sells off brands and try to bill as name brand, and/or other illegal acts.Desired Settlement: Upgrade for mattress of my choice in store, or refund plus damages so I can go some place else and buy whatever I want.

Business

Response:

Case #: [redacted]

On June **,

2013, [redacted] received delivery of a Serta king size mattress set, which was

part of a warranty exchange.

On January *,

2014, [redacted] contacted our Customer Service Department claiming the Serta

King Size mattress was showing signs of visible sagging. Since [redacted]’ s

account had an alert on due to a previous complaint, the Customer Service

representative informed [redacted] she would forward an email to the Customer

Relations Department for a follow up phone call. Unfortunately the email was

never received.

Upon receipt

of the complaint filed with your agency, Sleepy’s Customer Relations

representative reached out to [redacted] on January **, 2014. [redacted] explained

the Serta mattress was showing visible signs of sagging and wanted to setup a

claim. Since this would be a potential warranty

issue, we have arranged for [redacted] an inspection with the third party

company to inspect his merchandise. To

date, an appointment has not been scheduled.

As we take

these complaints very seriously, we will continue to work with the customer in

an effort to resolve his complaint. We will update this response when the

inspection results process has been completed. If we can be of further

assistance, please contact [redacted] at ###-###-#### or [redacted].

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:

After the complaint to the Revdex.com, we were finally contacted on January **, 2014 by their representative. She apologized, stating that she had the original complaint on file but could offer no explanation why that complaint went nowhere. She stated she would try to see why. She also stated that she would get someone out to look at the defective mattress. She stated that someone would be in touch with us: (quote) WITHIN A FEW DAYS> As of toady, February **, over two weeks later, we have STILL not been contacted by someone who is supposed to 'look' at our mattress to identify the defects.

It is now 1 1/2 months plus since we first contacted Sleepy's. This rep is the same one we were in contact with the LAST time we had a problem with Sleepy's. She was aware of the major problems that happened before.

What concerns me is that she stated our account was 'flagged' because I had complained before. Are they trying to say that my claims are NOT legitimate? Does Sleepy's have a 'black ball' list? Does Sleepy's treat people who have had problems before differently than a new customer? And, more importantly, how many customers who actually go back to them or accept their fixes, have additional problems?

I have real concerns about the quality of products that Sleepy's sells. What are the chances that the TWO mattresses I get from them are defective?

I have real concerns about Sleepy's desire to honor warrenties for the products they sell. I have real concerns about their willingness to FIX problems of their own making, because they seem to be ignoring us.

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

Sincerely,

Business

Response:

Case #:

Sleepy’s is in receipt of the

rebuttal regarding case #:[redacted]. On February **, 2014, [redacted] was

contacted by Customer Relations representative. [redacted] was informed upon

review of the report from her recent inspection, the results revealed that the mattress

did not meet the manufacturer’s standards and both box springs did meet the manufacturer’s

standards. Therefore, only the mattress was qualified for a warranty exchange. [redacted] was informed she had Sleepy’s store credit in the amount of $812, plus

tax to select a different mattress.

On February **, 2014, [redacted] contacted Sleepy’s Customer Service Relations Department stating she

found new bedding. [redacted] selected a Tempur-Pedic Cloud king size mattress set,

which was offered at an accommodation price of $1,699.99. [redacted] also liked the Comfortpedic by

Simmons model and was offered it at an accommodation price of $1,499.99. [redacted] informed that their preference was

the Tempur-Pedic model. To accommodate [redacted], Sleepy’s offered her a store

credit for the Serta box springs, which were found to be up to the manufacturer’s

standards to offset some of the remaining balance due. [redacted] agreed to the balance and stated

she will follow up once the remaining balance of $366.51 is paid off to

schedule delivery.

Since

we have satisfactorily resolved [redacted]’s complaint, we believe that no

further action is required at this time. If I can be of any further assistance

or, if you should require additional information please do not hesitate to

contact [redacted] at ###-###-#### or [redacted]

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 and the matter has been resolved.

Thank you for your help in resolving this matter. We expect that we will be able to pay the amount difference and receive our new mattress set within one month.

Sincerely,

Review: CASE NUMBER: [redacted] PHONE NUMBER: ###-###-####

On August **, 2015, my boyfriend [redacted] and I purchased a Tempurpedic Cloud Elite mattress and an adjustable base from Sleepy’s located at [redacted]. Due to this being such a large purchase we were very careful in asking about Sleepy’s return policy. We were told by the salesperson, James, that we could return the mattress within 90 days and the base within 30 days if we were not completely satisfied. With this information, we decided to move forward with the purchase. As part of this purchase, we were told that a promotion was going on and we would receive two (2) pillows and a mattress cover at no charge.

Within our 90 days we decided that we did not like the mattress and wanted to return it. I called Sleepy’s and spoke to the store manager and was told that our salesperson had misinformed us. We could only exchange our mattress, we could not return it. Exchanging the mattress was unacceptable as we were told we could make a return for a full refund. We were outside the 30 day window for the base so this part of the sale was final at that point. We were then referred to the District Manager, Frank C[redacted]. He confirmed we were misinformed but he would “pull some strings” to allow us to make the return which would need to include the promotional pillows and mattress cover which we understood and agreed to. We were advised we would have to contact Customer Service to schedule a pick up date and time. I attempted to schedule our pick up with Customer Service on * December 2015 and * December 2015 (thr** attempts were made on this date) but each time was told by the representative that answered they could not schedule a pick up and we would receive a call back. We finally spoke to someone in Customer Service on * December 2015 and scheduled a pick up date and time.

On ** December 2015, our mattress was picked up. When I tried to give them the pillows and mattress cover I was told these weren’t part of their pick up instructions so they would not be able to take them. On ** December 2015 I checked my account to ensure our refund had been issued. A portion of it had been but it was $300 less than what I was told it would be. I called Customer Service and was told to give the full refund a few days as some of it might still be working its way through their system. On * January 2016, I called Customer Service again and spoke to Gwendalyn L** because the full refund amount still had not been returned. She advised that since we returned the mattress, the promotional pillows and mattress cover were being charged to our account in the amount of $300. I explained that we tried to return them when the mattress was picked up but the crew told us they were not part of their paperwork so they wouldn’t take them. Ms. L** then told me that the pillows and mattress cover weren’t returnable which is why the crew didn’t take them. Had we been told by our sales person that the promotional “free” pillows and mattress cover would cost $300 should the mattress be returned we never would have accepted them. We were also told by the District Manager, Frank C[redacted] we had to return them due to the return of the mattress. If company policy states that pillows and mattress covers can’t be returned why would he tell us that? Both Brian and I contacted Customer Service again on ** January 2016 and spoke to April Thompson. She confirmed there was nothing they could do to refund the $300 for the pillows or mattress cover and we would be responsible for this charge.

From the very beginning, Brian and I feel we were misled and will never be doing business with Sleepy’s again. Our sales person misinformed us regarding their return policy. The store manager was unable to assist but did put us in touch with the District Manager. We do appreciate the District Manger “pulling strings” so that we could return the mattress. However we have this one final issue that we could use your assistance with. Any assistance or guidance you can provide on how we can get the final refund of $300 would be greatly appreciated.Desired Settlement: A full refund of $300 credited to my account.

Business

Response:

Case# [redacted]On September *, 2015, [redacted] received delivery of a king size Tempur-Pedic mattress, two Serta adjustable bases along with two pillows and a bed liner. On November **, 2015, [redacted] called Sleepy’s Customer Care Department and requested to return the Tempur-Pedic mattress under Tempur-Pedic’s 90 Night In Home Trial. [redacted]’s Tempur-pedic mattress was picked up on December **, 2015. On January *, 2016, [redacted] contacted our Customer Care Department to dispute the charges for the two pillows and bed liner in the amount of $300.00. At the time of purchase, [redacted] received a copy of our terms and conditions. The 90 Night In-Home Tempur-Pedic trial states “the offer is available only on mattress purchases and excludes adjustable foundations and frames. A handling fee of $175.00 applies to all returns. The customer is responsible for paying the regular everyday price for all pillows, frames and accessories originally offered for free if returning a mattress under any of the In-Home Trials.” [redacted] claimed she was never informed she would be responsible for the cost of the accessories as they were provided to her at no charge at the time of sale. The Customer Care Representative advised [redacted] her dispute would be reviewed. On January **, 2016, [redacted] was advised the $300.00 charge could not be reversed. [redacted] was escalated to Supervisor who reiterated the conditions of the 90 Night In-Home Trial. Dissatisfied with this outcome, [redacted] filed a claim with your agency. A Customer Relations Representative contacted [redacted] on January **, 2016 to discuss the complaint. A detailed message was left with a call back number. As we take these complaints very seriously, we will continue to reach out to [redacted] so we can work towards a resolution. Should you require any additional information or if you have any further questions, please contact Kuina C[redacted] at ###-###-#### or [redacted].

Review: I purchased a pillowtop mattress on October **, 2012 along with a 8 year Customer Satisfaction contract.I discovered in June of 2013 that the mattress had begun to sag in several spots and affected my spine. I now have to go to P.T. and Acupuncture which is getting costly. The sleepy's associate that I talked with in August 2013 was not helping me and told me that they no longer offer the 8 year guarantee ??? American Express can only help me if it was within 65 days from purchase and they suggested I contact you for assistance. Sleepy's is not honoring their 8 year guarantee AND recently I discovered through AMEX that the delivery notice had my forged signature of acceptance. Thanks so much[redacted]Desired Settlement: Since I am having back issues and having to pay for medical costs as a result of this defective mattress, I would appreciate the full value $849.99 or a fair offer by sleepy's.Thanks so much.

Business

Response:

Case #:

On August

**, 2013, [redacted], contacted Sleepy’s Customer Service Department claiming

that the mattress he purchased in October 2012 was sagging. As this was

potentially a warranty issue, we coordinated for an inspection of the

merchandise. Sleepy’s arranged with our third-party independent inspection

company to inspect [redacted]’s mattress. The inspection results revealed that

while the mattress was found to be up to standards, however, [redacted] had

improper support. Pursuant to the manufacturer’s warranty, [redacted] was

advised that his warranty claim was void due to improper support.

On October

**, 2013, [redacted] contacted Sleepy’s Customer Service Department advising

that he was provided with a copy of our now retired 8 Year Comfort Exchange

Guarantee, which ended on April **, 2012. Customer requested to have his

mattress exchanged under this program.

Our record indicates that when [redacted] purchased his mattress, the

program was already discontinued. [redacted] claimed that he was provided with

the documentation regarding this program.

On

December **, 2013, we spoke to [redacted] and offered him a partial store credit

of $500. The customer advised that he would like to review the offer and he

will follow up with us when he has made a decision.

We

will continue to work with [redacted] to resolve his complaint. If you have any further questions please

contact [redacted] at ###-###-#### or [redacted]

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]

Sleepy's offered me a $500 store credit. This is useless because their response time was so late that I had to purchase a new mattress elsewhere. I want a refund, not a store credit, inasmuch as I would NEVER buy another product from Sleepy's. Due to the defective mattress Sleepy's sold me I am now having physical therapy and acupuncture to correct the damage done to my spine from attempting to sleep on this mattress.

I want a refund from Sleepy's as per the 8 year customer satisfaction guarantee I was given upon purchase. Please ask Sleepy's if they would like to pay for my out of pocket medical bills too. I expect the $850 purchase price for the mattress to come to me by crediting my AMEX card as soon as possible before the end of this year.

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

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:

I responded to Sleepy’s three weeks ago accepting their offer of $500.00 store credit. I have not heard from them nor have I had a response. ?? I have deleted the email I sent them by mistake. Please advise.

Thanks so much,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the

rebuttal regarding [redacted]. The

customer has a Sleepy’s store credit in the amount of $500. [redacted] may

utilize this credit by visiting any of our showrooms when he is ready to make his

purchase with Sleepy's. [redacted] was

advised this credit is valid until January **, 2015.

If we

can be of further assistance, please contact [redacted] at ###-###-####

or [redacted]

Review: They claim I owe them money but can't validate the debt. I requested a verification of debt on May [redacted] 2013. They ignored my request.Desired Settlement: Remove the account from my credit report unless they can provide information that I owe them money.

Business

Response:

Case#: [redacted]

Review: I went to Sleepys to get a; mattress,frame,two pillows and a comforter set. I was told to pick the comforter set up from the store. That was 4 weeks ago UPS reported that the comforter set was deliverd to another address in [redacted]. The sales rep by the name of '[redacted]' says, there is nothing that he can do about this and that it is UPS's fault for delivering it to the wrong addres, however I was told to pick the comforter set up from the store. The sales rep at the store did a horrible job following up with this matter he told me he would call me back after speaking to the supervisor, but I never heard back from anyone. Now 4 weeks later this matter still has not been resolved. I still have to pay for merchedise that I did not recive.Desired Settlement: It has not been resloved at this time

Business

Response:

Case # [redacted]

Upon receipt of [redacted]’s complaint from your office, a Customer Relations representative

contacted [redacted] to apologize for any inconvenience caused. Unfortunately and very much out of ordinary,

the original comforter set was delivered to the wrong address. We shipped a new

comforter set and [redacted] confirmed

that they received it at the correct address.

If you require

further assistance please contact [redacted] at ###-###-#### or

[redacted].

Review: In the second week of February 2014, I went to the Sleepy's location at [redacted] in [redacted] to select a new queen size mattress for my daughter. There was one employee in the store, a young woman. She was busy with another customer, so we waited for her to become available.Once she was available, we told her what we wanted. She tried to sell us the most expensive bed we had. I sid we wanted soemthing more reasonable. She showed us a couple of other options, and we selected one.She told me that for what I was paying, I'd receive a mattress, a box spring, and a frame. The receipt I received did not show the frame, but that did not seem odd to me: I used to work in a furniture store, and frames were included free with all of our mattress sales.When I went to the other [redacted] Sleepy's location on February **, 2014, the [redacted] tried to give me just a box spring and a mattress. I said I needed the frame. That, he told me, would cost me $53 more.In short, this was a bait-and-switch: they sold me one thing, then claimed they hadn't. I found myself without a bed for my daughter, having already loaded the mattress and box spring I had rented to pick up the bed from Sleepy's, being told that either I could kick in an additional $53 or I could go home with no bed and still having to pay for renting the truck. So, I paid the $53.I complained about this by e-mail dated February **. In response, a self-described "manage" calling himself "[redacted]" phoned me. He told me that to make me whole... he'd be happy to give me a "good deal" on another bed! We treated you unethically, so we'll let you buy more of our products. Seriously.As I said, I worked in furniture. I've seen these tricks before. Other people need to be made aware of the shady business practices of the Sleepy's operation in [redacted].Desired Settlement: They should give me the bargain I originally agreed to. That means giving me my extra $53 back.

Business

Response:

Case # [redacted]

On February **, 2014, [redacted] purchased from Sleepy’s a Simmons Recharge Firm queen size

mattress and box spring set. He stated that the Mattress Professional advised

him that the order would include a frame. When he arrived at the showroom to

pick up the merchandise no frame was added to the order. The store [redacted] that

was working on that day advised him he would have to pay for a frame as he

could not let him have one for free. However the Mattress Professional sold him

a frame at a discounted price.

Upon receiving the complaint from your Agency, we reached out to the customer on July **, 2014.

[redacted] requested a refund for the frame and believes that this was a bait

and switch situation. We sincerely apologized to the customer for the any

misunderstanding between him and his Mattress Professional. I also advised that

while we cannot offer him a refund, I could send him a set of sheets and

pillows. The customer accepted our offer and I advised that he should expect

them within the next 5 – 10 business days.

We believe no further action is warranted at this time. If you need more information please

contact [redacted] at ###-###-#### or [redacted] for further

assistance.

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]

The woman who phoned me told me that due to the time that had elapsed between my purchase of the bed and my contacting the Revdex.com, she "could not" refund me the $53 that were added to my bill when I went to pick up my bed. She asked me whether I would accept a set of sheets and a couple of pillows, and I said that of course this wasn't satisfactory. She repeated her question whether I would accept them, and I said "yes."

Note that I did NOT say I would accept them IN SATISFACTION OF MY COMPLAINT, I only said that I would accept them.

Her insistence that I waited too long to contact the Revdex.com, and thus Sleepy's did not allow her to refund me the $53, overlooks one pertinent fact: I phoned Sleepy's a couple of weeks after these events. I spoke with the man who is the [redacted] of the Sleepy's location on [redacted] in [redacted], **--the story at which I made the purchase. He told me that he would not refund me my $53, but that he would be happy to give me a discount on a future purchase of a standard-size bed. This was a great deal, he told me.

I am perfectly familiar with the way furniture stores work: everything is always on sale, everything is always a great deal, etc. I didn't think anything of the man's offer. The idea that he was giving me a "good deal" is about as persuasive as the idea that contacting a [redacted] a few days after making my purchase was "too late" for a refund.

I also don't think that the woman's offer to give me a set of sheets and a couple of pillows on the grounds that I didn't contact Sleepy's soon enough after my purchase to receive a refund makes any sense. Again: I talked with the [redacted] at the [redacted] location, and he rejected my request for a refund, a couple of weeks after I made my purchase. It does seem that these people are giving me the typical furniture-business runaround.

One more thing: the woman with whom I spoke on the phone earlier this week said then, as she says here, that there was a "misunderstanding." I have a law degree from the University of Texas and a Ph.D. from the University of Virginia. I am the author of four books, two of which were best-sellers. I have experience in the furniture industry. I understood what the clerk at Sleepy's on [redacted] in [redacted] said to me perfectly well. As I told the woman on the phone, there was no misunderstanding. That she keeps saying that there was, despite the fact that she wasn't present when the conversation occurred, is, like the original bait-and-switch and the offer of a "great deal," an indication of the kind of operation I'm dealing with here.

If these people were honest, they'd stop trying to rook me and give my $53 back.

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

Sincerely,

Business

Response:

Case #: [redacted]

We are in receipt of the rebuttal regarding complaint # [redacted]. We

would like to reiterate that we do value [redacted]’s opinion on his

experience in our showroom. While we cannot satisfy his request of a refunding the

cost of the frame, as a customer service gesture we are willing to meet him

halfway as we acknowledge that there was a breakdown in communication at some

point during his initial conversation with the Mattress Professional when he

was making his purchase.

Our initial offer is final and remains the same. We have verified that the pillows

that we sent to the customer were delivered on July **, 2014, and the set of

sheets are scheduled to be delivered on or around August *, 2014.

We believe no further action is warranted at this time, however if you need any

additional information, please contact [redacted] at ###-###-#### or [redacted] for further

assistance.

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]

As I told the woman from Sleepy's on the phone, this does not satisfy me. I should have received what I was told I would receive at the price I paid. I did not receive it, but instead had to pay an additional $53. Various excuses have since been offered for not refunding me my $53, but they have had no merit. I told the woman that the additional stuff she offered to send me would not make things right.

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

Sincerely,

Review: I recently purchased a mattress at Sleepy's mattress ([redacted]). The sales associate, [redacted], offered an option of "financing", interest free for six months on the mattress. I just received the Sleepy's credit card in the mail. At no point was I informed, explicitly or implicitly, that I was signing up for a credit card. After reviewing the account information online it became apparent that [redacted] entered incorrect information about my income in order to raise the credit limit on the card. At no time was I asked any questions about my income. The mattress was only $500 and I now have a $3000 credit limit with this company.The information I received with the card states a policy of personal information sharing with its affiliates that I am uncomfortable with and would not have agreed to had I been informed what I was signing up for. Highly relevant information was withheld or omitted by the associate.Desired Settlement: I would like the associate reprimanded, at minimum, a written copy of Sleepy's official policy for employee conduct when dealing with customers signing up for financing, and an immediate cease and desist on all sharing of my personal information,

Business

Response:

Case #:

Sleepy’s is in receipt of the

rebuttal regarding case #: [redacted]. On

January [redacted] 2014, Sleepy’s Customer Care manager reached out to [redacted]

regarding his complaint. We would like

to express our deepest apologies for any inconvenience this may have caused [redacted] and as a token of our appreciation for his business, we will send two

queen size pillows to [redacted], which should arrive to him via UPS on approximately

February *, 2014. Please feel free to reach

out to [redacted] directly should you have any questions or concerns at

[redacted] or [redacted]

Review: IN JUNE, 2013 I BOUGHT A CAROLINA MATREESS SET FROM SLLEEPY'S IN [redacted]. AFTER ONLY HAVING THE BED FOR LES THAN 5 MONTHS, MY BACK STARTED TO HURT. I CALLED SLEEPY'S CUSTOMER SERVICE IN NOVEMBER 2013. IN DEC. 2013 THEY SENT AN INSPECTOR WHO TOOK PICTURES OF THE MATRESS, MEASURED THE BED, ETC. I WAS SUPPOSED TO GET A CALL BACK IN 10 DAYS WITH THE RESULTS. I NEVER GOT A CALL. I CALLED CUSTOMER SERVICE & WAS TOLD THAT THE BED WAS DEEMED "NOT UP TO MANUFACTURE'S STANDARDS" AND WAS DEFECTIVE. I ASKED THEM TO SEND ME A NEW CAROLINA MATTRESS AS I LIKED THE BED. I WAS TOLD THE BED WAS DISCONTINUED (FIGURES, AFTER 5 MONTHS!) AND I HAD A STORE CREDIT & COULD GO TO THE STORE AND CHOSE SOMETHING ELSE. I WENT TO THE STORE, AND OF COURSE, THERE WAS NOTHING COMPARABLE TO THE BED I PURCHASED FOR THE SAME PRICE. I LEFT AND CALLED CUSTOMER SERVICE AGAIN. I WAS TOLD THAT CERTAIN MANUFACTURES WOULD WORK WITH THEM SO I SHOULD GO BACK TO THE STORE & CHOSE ONE AND CALL FROM THE STORE W/ THE SEERIAL NUMBER. I FOUND A BED WHICH I THOUGHT WAS REASONABLE & FAIR & THE SALES ASSOCIATE CALLED CUSTOMER SERVICE. THEY TOLD HIM THE COULD DO NOTHING FOR ME & I WOULD HAVE TO PAY THE ADDITIONAL $400+! I LEFT AND CALLED SLEEPY'S AGAIN & ASKED TO SPEAK W/ A [redacted]. THEY PUT ME THRU TO A WOMAN NAMED [redacted]. I EXPLAINED TO HER THAT IT IS NOT MY FAULT THEY SOLD ME A DEFECTIVE MATTRESS THAT I HAD FOR LESS THAN 6 MONTHS & THEY NO LONGER MAKE THE ONE I HAVE. SHE SAID SHE WOULD CALL ME BACK, SHE NEVER DID. I CALLED AGAIN & ASKED FOR A [redacted]. THE AGREED TO GIVE ME THE BED AT NO ADDITIONAL CHARGE BUT INFORMED ME THAT I WOULD HAVE TO PAY $100 DELIVERY FEE. CAN YOU IMAGINE! THEY SELL ME A DEFECTIVE BED, & I HAVE TO PAY TO HAVE IT RE-PLACED! IN THE INTERIM, ONE OF THE SALES ASSOCIATES FROM SLEEPY'S, WHO GOT MY NUMBER FROM SLEEPY'S, CALLED TO ASK ME OUT!!! THEY CAME TO DELIVER MY BED TODAY- THEY SAID IT WAS STAINED & PUT ME ON THE PHONE W/ [redacted] WHO DID NOTHING EVEN AFTER I TOLD HIM THE DELIVERY PEOPLE DRAGGED MUD & DIRTIED MY CARPET!!Desired Settlement: THE BED IS THE SAME WAY AS WHEN THE INSPECTOR SAW IT & TOOK PICTURES. I TOLD THEM TO SEND SOMEONE ELSE ABOUT THE STAINS, THEY SAID NO. I WANT A REPLACEMENT BED, FREE OF ALL CHARGES B/C REGARDLESS OF ANYTHING I HAD THE BED FOR 5 MONTHS & IT IS DEFECTIVE. THE SALES MAN TOLD ME THAT OUT OF EVERY 20 CUSTOMERS, 3 BUY DEFECTIVE BEDS. WHY SHOULD I PAY ANYTHING, REGARDLESS OF WHAT THE DELIVERY GUY SAID ABOUT THE MATTRESS WHEN I WAS SOLD, A BAD, DISCONTINUED MATTRESS?

Business

Response:

Case #: [redacted]

Review: My complaint is regarding the Sleepys store in wall township new jersey. I purchased 2 twin mattresses ( both mattresses are the same make and model). The name of the mattress is Ortho- Posture Pillow top Mattress. this item is listed at a price of 299.99 for the twin size. My complaint involves the sizing of the mattress. A standard twin mattress measures 39x75. Sleepys description of this twin mattress is 38x75. I agreed to pay for these 2 mattresses with the 38x75 dimensions. However, I now have 2 of the exact same mattresses' and each one measures far less than what is stated by sleepys. The first mattress measures in at 37x72 and 1/2. that is a deficit of 1 inch in width and 2 and half inches in length. The second mattress measures 38 x 73. That is a deficit of 2 inches in length. The problem here, is NO twin fitted sheets fit this mattress. The mattress is so small the minute you roll over in the bed, the sheets come off the mattress. I did call Sleepys and spoke to both a representative and a warranty specialist. I was told by the warranty department and the representative that my mattresses do not qualify for an exchange or refund for 2 reasonsReason 1 = I removed the law tags from the mattress ( I have never had a problem with ordering a mattress before and the law tags were so ridiculously large, so I cut them and threw the tags out.) This is definitely my fault.Reason # 2 for the denial of an exchange or refund is.... Sleepys has the right to sell a mattress with a stated dimension. That dimension can be off by - 3 or + 3 inches. I asked the warranty specialist what this meant. He replied, " We have the right to sell a mattress , but the dimensions may be off 3". I questioned him and asked, Really? you can be off by 3 inches in width or length ? he replied with yes that is our warranty policy. He offered to sell me sleepys fitted sheets, I declined. This is false advertising at its best. Do not purchase anything from Sleepys, they do not back their own product.Desired Settlement: I would simply like Sleepys to exchange the 2 mattress they sold me (under false pretenses.)I want 2 twin pillow top mattresses , no frills. The dimensions of the mattress must be the standard twin size.

Business

Response:

Case # [redacted]

On September **, 2013, [redacted]

received delivery of two twin size mattress purchased from Sleepy's.

On October **, 2013, forty

days after the day of delivery, [redacted] contacted our Customer Service

Department claiming that the mattress that was delivered was the incorrect

size. [redacted] claimed that the measurement of the mattress did not

meet the specific length one was measuring 37x72 and the second 38X73. [redacted] was advised that although the mattresses are manufactured based on

certain size specifications, they can vary in length or width by an inch or two

from the manufacturer’s specifications. [redacted] was also informed that

the length of the product does not deem a product defective. [redacted] also

expressed her dissatisfaction in regard to her being unable to find twin size

sheets that fit the mattress properly in an effort to accommodate the consumer

complimentary twin size sheets were offered the customer declined this offer.

October **, 2013, Sleepy’s received

this complaint from your office [redacted]’s case was accessed and reviewed.

[redacted]’s opted to remove the law tags for an unspecified reason or as complaint

states: “Law tags were so ridiculously large, so I cut them and threw the tags

out.” This is an uncustomary consumer practice as the manufacturer warranty

clearly indicates in clear and concise language “Attached to every King Koil

mattress set is a law tag which includes a warranty code.” “To determine the

terms of your warranty code with the appropriate line in the limited warranty

schedule.” The warranty also states:

“Under penalty of law this law tag not to be removed except by the

consumer.” “If you inadvertently remove white law tag from product please keep

with this warranty” (please attached).

Based on the content of the

complaint being in regard to the variance of the bedding and in spite of the

consumer being advised the variance can vary and the due to the uncustomary

removal of the law tags the manufacturer must be contacted in this instance.

We will continue to partner

with the manufacturer in an effort to resolve the consumer’s concern and we will

relay the manufacturer’s decision once we have been made aware. Since we are

actively working with the consumer we believe that no further actions or

responses are required at this time. If

you have any further questions please contact [redacted] at ###-###-#### or

Consumer

Response:

I'm willing to accept this response from Sleepy's as long as their intention is to follow through with the manufacturer as stated:

"Based on the content of the complaint being in regard to the variance of the bedding and in spite of the consumer being advised the variance can vary and the due to the uncustomary removal of the law tags the manufacturer must be contacted in this instance.

We will continue to partner with the manufacturer in an effort to resolve the consumer’s concern and we will relay the manufacturer’s decision once we have been made aware. Since we are actively working with the consumer we believe that no further actions or responses are required at this time. If you have any further questions please contact [redacted] at ###-###-#### or [redacted]."

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

Sincerely,

Review: Bought a mattress for my 98yr old mother from Sleepys with expectations of it's quality of products & professionalism of service. Mattress has bulge bump in center of mattress, which /sleeps blames on a what seems like a good box spring, easy way out of service. The box spring has no upward bulge. If a blanket was on top of mattress and had a bulge bump, it wouldn't be the cause of the mattress, except in this case. It would be that the blanket would need to be smoothed out. The pillow top part of the mattress cannot be smoothed out, because it is defective. Sleepys has not answered 4 emails and one call. they are not professional, nor do they stand behind their product. I trusted them, by believing them and only go to them for what I thought was a good reputation. [redacted] & [redacted] were to get back to me,but they never did, I don't need them, I need your help in this situation, please.Thank youDesired Settlement: Replacement of mattress that is not defective or even a lesser expensive one without problems tor my 98yr old mother who would be satisfied with it. Understanding, caring, professionalism that Sleeps claims to have. Stop making excuses for easy way outs.

Business

Response:

Case # [redacted]On September **, 2014, [redacted] purchased a mattress for his mother, [redacted]. The following day, she received delivery of a full size Carolina Mattress Guild mattress. On December *, 2014, [redacted] contacted our Warranty Support Department advising his mother’s mattress was sagging. Since this was what would be considered a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the mattress did meet the manufacturer’s standards and was not eligible for a warranty exchange. Additionally, the inspection report revealed she was using her own box spring which was defective. Therefore, [redacted]’s warranty was voided due to improper support. Carolina Mattress Guild’s warranty is only valid if the mattress is supported by a matching foundation. In clear and concise language, the warranty specifically states under The Limited Warranty Does Not Apply To section: “mattresses and foundations if not purchased as a matching set.” On December **, 2014 we advised [redacted] his mother’s mattress warranty was voided due to improper support.Upon receiving the complaint filed with your Agency, we reviewed [redacted]’s inspection results and our case notes. It is unclear from the notes if we advised [redacted] that his warranty would be voided if he did not purchase a matching set. Also, the inspection report contained a notation that the mattress had a bulge in the center. As a one-time accommodation to [redacted], we will offer a credit to reselect another mattress in the amount of $779.99, plus tax on the condition a matching foundation is purchased. [redacted] may select merchandise of equal or greater value and if his selection is of greater value than the credit amount, he would be responsible for the difference in price, plus tax and a delivery fee of $99.99. [redacted] accepted our offer on January *, 2014 and will take his mother to a local showroom to reselect. As [redacted] has accepted our offer, we believe that no further action is required at this time. If we can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: My husband and I bought a Carolina Queen mattress from Sleepy's in February of this year. I should have known better to give them our business when we walked in and the one salesman sat at his desk the whole time and then said have you picked out a mattress. Well a month or so after we bought the mattress you could see our body indents and the middle of our bed became puffy. So I called Sleepys and they said ok we will file a complaint with the mattress marshall so the he calls me and I wasn't in town the day he would be in my area so I called him back to tell him and he never called me back I had left voicemails on his office and cell phone mind you I haven't heard anything back from in like 3 weeks so I called Sleepys and the guy called me back saying oo I'm so busy and I thought wow so busy for 3 weeks you couldn't call me back. So finally he shows up on April [redacted] at 2:55pm to do his inspection. They called me back April [redacted] to tell me that my warranty is voided because under the Carolina warranty its not covered because my box springs are not their brand. The box springs we have are from the mattress we replaced. They are saying my box spring has a indent in it and that's why our mattress did what it did. I'm so angry that we paid $800 for a crappy mattress. So now they said I can do an exchange well I don't have the extra money to do an exchange and I just want my $800 back!!! They said well we can't refund you your money because we cant re sell the mattress yes I understand that I wouldn't want them too but I'm at the point with them that I just want my money back so I can go give another mattress place my business and buy another mattress. And the sales guy should have told us we should get the Carolina box spring but no he didn't he was a very lousy salesman with terrible customer service!!! For Sleepy's to have a mattress marshall they must have a high turnover in their mattress. My friend bought her mattress and box spring from Sleepy'a and their mattress did the same thingDesired Settlement: We want our $800 refunded so we can go to another mattress place and buy a better mattress!!! I don't want to give Sleepy's anymore business. I have had it with the way they have treated me through this whole process its terrible!!! I don't want to exchange my mattress with them

Business

Response:

Case#: [redacted]

On April *, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming that the mattress purchased in February

2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress did not meet the manufacturer’s standards, however; the mattress was being used on a frame with improper support, which is a condition that voids the manufacturer’s warranty. Therefore, pursuant to the terms of the manufacturer’s warranty, we denied [redacted]’s request to replace the mattress. At the time of delivery, The [redacted]’s received a copy of the manufacturer’s warranty, which clearly states, “Structural damage due to using an improper bed frame or support system or mattress damage due to an inappropriate foundation or support system.”

As an accommodation to [redacted], Sleepy’s is offering an employee discount on a new mattress and box spring set (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). [redacted] may take advantage of this offer which reflects a deep discount on the newly selected bedding set of her choice we will provide [redacted] with a complimentary frame depicting the support the manufacture is seeking for their merchandise. Reduced delivery from $99.99 to $49.99 will be applied.

OR

Sleepy’s offers its customers the opportunity for a Satisfaction Assurance Plus program, provided that the exchange occurs within twelve months (12) of delivery. The Satisfaction Assurance plus Policy is prominently displayed in Sleepy’s showroo[redacted] The Satisfaction Assurance plus Policy bears a fee of $129.99, plus delivery a delivery fee of $99.99.

[redacted] may contact me utilizing the contact information provided below to assist with the processing of either

accommodation offered or she can visit her local showroom as her account has been notated to reflect the accommodation.

If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

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]

We don't have the extra money like we did when we bought the mattress!! I know it stated we can have a complimentary bed frame and employee discount on a mattress and box spring. But have to pay a 49.99 delivery that's crazy!! It should be a free delivery!! Since we got charged a delivery fee the last time to have it delivered to the store! We would like to get the Carolina mattress again and would have to get a spilt box springs but how much money are we looking at for the employee discount on the box spring and mattress. I think the least Sleepy's can do is also give us a free delivery!!! Our sales guy should have suggested to us to get a new bed frame and box springs if he would have we wouldn't be going through this mess!! If Sleepy's doesn't want to go along with this I want refunded our $800 and we will take our business elsewhere!! Also no fee for removal of our old mattress

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

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:

I have sent [redacted] from Sleepy's an email on Tuesday and I have not heard from her. I have contacted my lawyer an I'm getting other statements about Sleepy's from other people that have purchased from Sleepy's and how their mattresses didn't hold up!! I'm done playing this game Sleepy's is doing!! I want refunded my $800!!!

Business

Response:

Case # [redacted]

Sleepy's is in receipt of your rebuttal regarding [redacted].

As stated in previous responses we are unable to offer the consumer any monetary relief. While we sincerely apologize for [redacted]'s dissatisfaction the offer of accommodating pricing remains the same.

If you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

On Wednesday, November **, 2015 at 4:05 pm my two best friends and I decided to visit your Sleepy's location for Veterans Day at;

[redacted].

We were greeted by a young salesman upon entry who was dealing with another customer at the time and stated that he would be of assistance upon completion with his original customer. Being that my two best friends are currently Veterans, one of them Ms. B[redacted] ranted and raved about the sales ad she saw on the TV. All 3 of us were eager to take a look at what Sleepy`s had to offer because we all wanted to take advantage of the sales at some sort of capacity since we all had different needs.

Ms. B[redacted] saw an older gentleman sitting behind a desk and instead of waiting for the salesman that was already preoccupied she decided to ask the older gentleman to confirm the price of the sales that she saw on TV. He reluctantly answered her with a sharp snare and told her the sale she supposedly saw could not have been possible and if she was looking for that type of sale she needed to carry herself to a pawnshop or a consignment shop of some sort and get a used mattress to find that type of deal. To all of our surprise you must admit we were thrown off and extremely offended by his comment. Ms. B[redacted] proceeded to ask for a manager which to our surprise he stated that he was the manager on duty. She then asked him for his name and his manager`s name to which he became very combative and refused to provide his name.

My other friend [redacted] proceeded to assist with the conversation at this point due to the manager's ignorance, belligerence, and offensive condescending tone. He finally pointed to his name on the wall as Rex F[redacted] and then tried to clean up his comment by stating that he was attempting at notifying Ms. B[redacted] of the gold ticket sales on the wall which was completely false. We were all standing there at that point. Mr. F[redacted] still refused to give his manager's name stating that man was on vacation and that we would not be able to speak with him for a while. I [redacted] explained to Mr. F[redacted] that his comments were rude and highly offensive and extremely uncalled for! Mr. F[redacted] nonchalantly shrugged his shoulders as if he didn't care.

At this point we decided that Sleepy`s did not need 3 sales that day and proceeded to ask the younger salesman what Mr. F[redacted]`s manager`s name (Harsh S[redacted]) was to which he politely but nervously gave to us assuming the backlash that he would receive after we left.

I have never and most certainly my friends have been so offended and treated as if we were lower class and didn't that didn't deserve to shop in a facility in my life. We have all put in our time and work for the government whether it be family or better yet my friends who have served this country proudly for years and have placed their lives on the line for our freedom to receive such disrespect and shame just because we wanted to take advantage of sales we deserved and more! I am ashamed of Sleepy`s and who they have decided to place behind their name as a manager! Shame on him for he carries the Sleepy`s name and has been placed in the forefront of the customers.

This complaint will definitely be going much, much further than just customer service.

I hope this is not what freedom means to Sleepy's!

[redacted] ###-###-####

PROUD DAUGHTER/NIECE OF A VETERAN & PROUD SISTER OF A CURRENT SOLDIER with YEARS of DEDICATION!

[redacted] AND [redacted] PROUD VETERANS WHO HAVE SERVED & TOURED FOR OUR COUNTRY With YEARS of DEDICATION!

Review: I purchased a mattress on Saturday October [redacted], 2014 from the Sleepys in [redacted], NY. I chose Sleepys because I thought I can trust them because of their great reputation. The salesman was nice telling me about a mattress which was on overstock and brand new for a package deal of $325.11. We set up a plan for the mattress to be delivered to a store closer to my home on the following Tuesday. He instructed me to sign where it said "By signing I agree to the pay credit card amount tendered according to card issuers agreement" which was no problem. But he also had me sign the part where it states "Merchandise has been picked up and received in good condition." I did not want to but was told it was needed to complete the deal and was told I would need to sign again upon pick up. When I went tuesday to pick the mattress up from Sleepys on [redacted] I was pointed in the direction of my mattress and was ignored by the saleswoman as soon as another customer came in. I did not have to sign anything and went and tied the mattress up with my son and husband and brought it home. When I unwrapped it I was quick find out that the bed had a big dirt stain across the whole bottom of mattress and a bubble coming out on the top of the mattress. I called the salesman [redacted] and was told Id recieve a call back from him or a [redacted] that same night. We are now going on a week and a half. I am writing this complaint because I feel as if I was tricked into signing that closure which stated "Merchandise has been picked up and received in Good condition" before I even had a chance to observe the Mattress. I am upset and feel disrepsected by this situation.Desired Settlement: I feel that I am entitled to either a replacement mattress or my money back for being fooled by a well known company.

Business

Response:

Case #: [redacted]Sleepy's is in receipt of your inquiry regarding [redacted]. Upon review of [redacted]'s invoice there is no record of the consumer contacting her local store or our corporate office. In an effort to assist the consumer with her concern we have partnered with the superiors in [redacted]'s area to assist. The consumer will receive a confirmation call once the [redacted] has thoroughly reviewed her concern. Since we have reviewed the consumers concern we believe no additional responses are required. If I can be of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: We purchased a mattress with two boxes for $1750, with a free mattress protector, two pillows, delivery, and pickup, but when [redacted] did the paperwork it showed the mattress and boxes for $1449, a charge for the pillows, protector, and pickup (removal), bringing the total to 1788.94 plus tax. I questioned it at the time and was told that is how they have to do the paperwork. So when we went to exchange the mattress for one at $1799, we were told we had to pay the difference between the $1799 (new one) and the $1449 printed on the ticket for the old one, plus delivery charge. This is completely wrong and dishonest as that would mean we got nothing for free in the beginning. We definitely would not have made the purchase. [redacted], where we went to do the exchange ([redacted]) called the New York office and finally said we could do the exchange for an additional $150 plus tax with no additional fees. We agreed only because we were getting no where, but this is still not right. Now I can see why they did it all the way they did so they could cheat people out of their money and have them think they are getting something free when they're not. I would tell anyone never to buy from Sleepys; they claim to have such good prices,etc. but in the long run you're paying them more (nothing is free).Desired Settlement: We are suppose to get the new mattress and boxes tomorrow, but we feel the right thing to do would be to refund us our $158.99 that was charged today.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your inquiry regarding [redacted].

Upon receipt of the complaint [redacted]’s invoice was reviewed. In the pursuit of Customer Satisfaction [redacted]’s Sleepy’s will agree to refund half of [redacted]’s Comfort Exchange fee in the amount of $79.00, plus tax.

On October **, 2014, [redacted] was contacted by a member of our Customer Relations Department where she was advised of the accommodation. [redacted] can allow seven to ten business days for the refund to reflect.

Since we have resolved [redacted]’s complaint to her satisfaction, we believe that no further responses are required at this time. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. Actually I don't honestly think this was an acceptable agreement.

They were dishonest and I had been treated unfairly and deserve the complete refund amount but when the lady called me I was told that was all they would agree to do for me, so I told her I would take whatever

I could get. I wish I had never gone to Sleepy,s and never will again or recommend them to anyone.

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:

I tried calling you today and left a message. Sleepy's LLC had said they were going to refund me half the money plus taxes, but to date I have not received a penny. What do I do at this time?

Thank you for your help. [redacted]

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your rebuttal regarding [redacted].As stated in the initial response and to reiterate, [redacted] should allow seven to ten business days for the refund to reflect. The initial response was provided to the Revdex.com October **, 2014; the consumer should allow the standard processing time as weekends are not incorporated. Since we have reviewed [redacted]’s rebuttal, we believe that no further responses are required at this time. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [email protected].

Review: I put a complaint in for my mattress and after inspection the claim was approved for a credit for $999.99 + tax being that this was the second complaint with Sleepys, I do not want to purchase from them again. I went in to the store with my credit memo and inspection report and told them that I do not want to buy from them again and if they can please refund it on my credit card that I used to make the purchase and was told that they do not issue refunds and I can pick something else out in the store. I told them that I do not want to buy there again and was told that I have 14 days to use my credit or it will be void. I believe it is my choice if I want to buy there again, not for them to make it mandatory. I want my money back! Nothing less or nothing more, I want fairness!Thank youDesired Settlement: I want the full refund of the credit put back on my American Express card.

Business

Response:

Case #: [redacted]

Review: I purchased a memory foam bed for 299.99 no one told me about their no return policy had I known I wouldn't have purchased there! They offered an exchange bed only but wanted me to spend 150.00 more for exchanging plus additional 150.00 for a upgrade which I have neck problems with both beds the new one is jus a bad wakin up in pain from it I even spent more money 79.00 on a mattress topper at another location n pillows still didn't help not happy with purchase however they do not accepts returns n billed me for 2 beds which I'm paying deferred interest on when one was returned ! The bill is not stating any return fees or delivery jus staying I'm paying for 2 beds however I've called n notated these complaints since I'm just not happy with there bed n not interested in spending more money since they won't let u choose from the clearance section! They will not reimburse me or credit me I called 3 times all they want is me to spend more money n fees ! I am fighting the 175.00 charge they will not agree to credit me for! 1st bed was 299.99 returned they charged me $450.00 for 2nd bed plus 124.99 for fees delivery n exchange! I would like some kind of a credit to compensate me for this suffering since they won't accept returns n I'm stuck paying 610.00 for a bed I can't sleep on n can't afford to spend more since that is the only option they offer! I would like atleast a partial credit since I'm not comfortable n they made me spend double over my budget ! Very unhappy customer n they do trick u with these non return laws n make u spend double the cost for an exchange somehow this is not acceptable! Thankyou [redacted]Desired Settlement: I would atleast like a partial credit being they will not return my bed n only wanting to exchange which I did already n 2nd bed is jus as bad! They only offer me to spend more n a bed same price or more ! At this point I would like them to take this bed but they wanted to charge me 250.00 for returning when bed was 299.99 only now are saying they don't return at all! I'm stuck now paying for a 610.00 bed that I can't use! I would like to return this bed all together but they won't accept!

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] picked up from her local showroom a Classic twin size Visco eight (8”)inch foam mattress, priced at $280.36 (see attached invoice). [redacted] was not charged the standard store pick up fee of $29.99 only thing incorporated with the cost of the mattress was her local area tax of $19.63, which brought her invoice total to $299.99.

On April **, 2014, [redacted] contacted our Customer Care Department requesting to take advantage of the Sleepy’s Comfort Exchange policy. Sleepy’s offers its customers the opportunity for a Comfort Exchange, provided that the exchange occurs within 21 days of delivery/pick up. The Comfort Exchange Policy specifically states that each customer is entitled to one Comfort Exchange and the exchange must be for merchandise of equal or greater value and that he would incur a fee in the amount of $150.00 and a transportation fee of $99.99 plus tax. [redacted] was reminded of the fees and expressed dissatisfaction, it was detailed to [redacted] that fees cannot be waived but as an accommodation we will attempt to reduce.

On March *, 2014, [redacted]’s request to reduce her fees were approved and the Comfort Exchange fee normally $150.00 was reduced to $75.00 and the standard delivery fee of $99.99 was reduced to $49.99. [redacted] was not charged full fees on her exchange transaction as she is alleging in her complaint (see attached invoice). On March *, 2014, [redacted]’s exchange was completed.

o the showroom contact our Customer Care Department with a model number and we will attempt to assist with pricing. [redacted] never returned to the showroom to obtain a model nOn March *, 2014, [redacted] reached out to our Customer Care

Division once again requesting to return the mattress. [redacted] was

reminded once again that Sleepy’s has no return policy we offer our

consumer the opportunity of one Comfort Exchange per consumer, in which

she has previously utilized. [redacted] was advised that as a one-time

courtesy we will allow her to complete a second Comfort Exchange will

all applicable fees. [redacted] was reminded that her first initial

Comfort Exchange she received reduced fees as indicated above. [redacted]

declined this option of a second Comfort Exchange she was seeking a

return of the merchandise only. [redacted] was advised that unfortunately

we are unable to honor her request of a return however; please return tumber of bedding she felt more suitable than her original selection.

On April *, 2014, [redacted] reached out to our Customer Care Department with claims of not understanding her billing. The billing was reviewed with [redacted] thoroughly on a recorded where she was advised that her original mattress purchase was $280.36 the mattress she exchanged to was $450.00 along with the fees of $75.00 and the delivery fee of $49.99. After thorough review of [redacted]’s invoice there is no monetary refund to be offered to the consumer. If [redacted] is still be dissatisfied with the bedding the offer of visiting her local showroom obtaining a model number and taking advantage of our offer of the second Comfort Exchange is still available to the consumer.

If you have any further questions please contact me [redacted] at ###-###-#### or via email [redacted].

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:

Hi my name is [redacted] I have written to Revdex.com on April [redacted] n they finally got back to me n said they were out of area n I would have to refile a claim with a Revdex.com closer ! The company I'm having trouble with is sleepys mattress store in east brunswick NJ. Back in February I purchased a mattress my budget was 200.00 they sold me a mattress for 300.00 n I was able to use their sleepys credit card I purchased a memory foam mattress which was so uncomfortable it was literally causing my back n neck very bad pain!! I called within 24 hours to find out they do not accept returns n the [redacted] had never told me there would be a fee of 250.00 for disposal!! That is what the [redacted] told me her name was channel! They offered me an exchange which I had to spend equal or more value which I did ! This bed is no diffrent from the first I have spent 200.00 additional from another store on mattress pads n toppers to try n make it softer! I called n explained a memory foam was not for me since I'm lightweight n it absolutely causes severe pain ! I wanted to simply return the bed n buy a cheaper mattress from their sales section n they wouldn't allow it which I thought was unfair ! The outcome is I ended up payin an additional fee of150.00 for a second bed n now I owe them 610.00!! Each time they only offer me an upgrade n charge me 150.00 each time !! This is unacceptable since they are makin an extreme amount of money ! I wanted to simply return this bed for a reasonable fee! I went in there to spend 200.00 their exchange policy charges u 150.00 to dispose of mattress returned they are making money on the customer ! They offered me an exchange only n wanted another 150.00 this is out of control! I'm simply asking for a partial refund since I spent another 200.00 on mattress toppers n they wouldn't offer me anything but to spend more money another 150.00 ! At this point I'm still uncomfortable n would like return this bed all together but they say they will only take bed back if I buy another one that is simply unfair n their policy is to charge a customer for an exchange ?? Please help me with either a partial refund or return ! They took 150.00 already n I can't afford another 150.00 again to exchange ! Thank you [redacted] ! My phone is ###-###-#### your attention in this matter is appreciated !! Thank you.... I would at least like a partial credit of 150.00 for a disposal fee since they want to charge me another 150.00 to exchange! I can't afforded to pay anymore funds since I'm not happy with any merchandise they have to offer! If not I would atleast like to return the merchandise completely n be refunded ! They will not accept returns only exchanges for a cost I already paid 150.00 extra for a second bed I can't use!! It's causing me pain since I have pinched nerves in my spine ! Thank you [redacted] ... Sent from my iPad

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the consumer’s second inquiry dated April **, 2014 @ 6:33 a.m. our response and position remains

the same.

On April **, 2014, [redacted] reached out to our Customer Care Department with claims of not understanding her billing. The billing was reviewed with [redacted] thoroughly on a recorded call where she was advised that her original mattress purchase was $280.36, the mattress she exchanged to was $450.00, along with the reduced fees of $75.00, and the delivery fee of $49.99. If [redacted] is still be dissatisfied with the bedding the offer of visiting her local showroom obtaining a model number and taking advantage of our offer of the second Comfort Exchange is still available to the consumer.

After thorough review of [redacted]’s invoice there is no monetary refund in order for the consumer in the amount of $150.00, Sleepy’s Comfort Exchange policy is uniform company wide and applicable to all consumers. If you have any further questions please contact me [redacted] at [redacted]or via email [redacted]