Sleepy's

Credit card refund issue,

I ordered an adjustable bed base from Donna at Sleepy's LLC of Branford, CT on Wednesday, August **, 2015. I canceled that order through Donna on Friday, August **, 2015. On Wednesday, September *, 2015, I reviewed my credit card activity online and there was no refund from Sleepy's. So I called customer service at Sleepy's and spoke with Greg, who advised me there was no indication a refund was even started so he processed the refund for me, supposedly? Today is Wednesday, September, *, 2015, and I'm still waiting to receive my almost $1,600.00 refund from Sleepy's. This is unacceptable to me and I have been patient enough with them! Buyers beware!

Review: I purchase a mattress and the box spring is refurbished squeaks very loudly. It was replaced and the second boxspring rendered the same results.Desired Settlement: Refund

Business

Response:

Case#: [redacted]

Review: I purchased a king size tempur-pedic mattress in store on 02/**/14. I provided all requested information regarding delivery, (i.e. - king size bed would need to be delivered to second floor, 1 flight of stairs), except delivery date. I called back same day and confirmed delivery for 02/**/14. Set up of the bed was included in the price. I received no less than 3 calls confirming delivery of my mattress for 02/**/14. When the delivery people arrived, the first thing the driver said was, "I have bad news, your bed is frozen." He indicated that due to the mattress being frozen, he could not take it upstairs to set it up. He offered the option of my refusing delivery. I called the Sleepys service phone number I was provided and they seemed to be unsure of how long it would take for the bed to thaw. Other than refusing delivery, the only other option was to try to force it up the stairs. I did not feel comfortable refusing delivery as it is February and the weather is typically below freezing. If they took it back, it seemed to me that the bed would still be frozen when delivered. I opted to have the mattress placed in the 1st floor of my home to thaw and arranged set up the next day between 10 am and 2pm. I ended up calling the delivery confirmation number as no one had showed up by 1:10pm. Eventually they arrived at 2:05pm. I think it was poor business practice on the part of the Sleepy's salesman and delivery confirmation people not to advise me that due to freezing temperatures, delivery and set up may be delayed, or may take 2 visits. This situation resulted in wasted time and aggravation waiting for the delivery and set up people a second time, as well as time spent on the phone trying to resolve the issue. I had taken my bed apart to facilitate delivery and had no place to sleep while I waited overnight for the mattress to thaw and be set up. Desired Settlement: I would really like an apology from Sleepys. Additionally, I think some discount should be given as they did not deliver as agreed and understood.

Business

Response:

Case #: [redacted]

On February **, 2014 [redacted] received delivery of a Temper- Pedic mattress

and box spring. The delivery team was unable to successfully set up the

merchandise because the Temper-Pedic mattress was frozen and this made it

inflexible. [redacted] accepted the merchandise with the understanding that

the drivers would return to set up the merchandise the following day,

02/**/2014. On 02/**/2014, the merchandise was successfully set up.

[redacted] was dissatisfied because we failed to alert her that winter weather

conditions sometimes cause the Temper-Pedic to get frozen. We acknowledge the

failure on our part to notify the customer, as we are aware that on occasion

these types of beds do freeze in the winter. On March **, 2014 we sincerely apologized

to the customer and advised her that this will educate us on how we can improve

on our service to valuable customers like her.

We will be sending [redacted] a set of pillow as our way of apologizing to her for

any inconvenienced caused. We believe that no further action is required at

this time. However, 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchase a mattress from Sleepy's, in So. Kingstown, [redacted], on Feb *, 2014 at a cost of $213.99. Item # [redacted] set. The bed is defective. Springs popping, a crunching feeling, noisy. Nothing like the one we tried in the store. I contacted the store on 2/**/2014 and was told by the warranty representative that they could not do anything for me, because it would cost me a $150 disposal fee, and that a pick up charge would be incurred bringing the amount to approximately $400, to return a defective bed. I was then transferred to the warranty department essentially told the same things, but they would work with me. I was told that they would reduce the cost to $49.99 to return it and I would be given the same bed. The bed was defective! Why should I incur any cost at all? I was then told I had to wait 30 days for an inspector to come out to determine if the bed was defective, which, just so happens, puts you out of the 21 day warranty period, in order to get a refund and to settle all claims. I then proceeded to write to the [redacted] of the company, [redacted], in a lengthy letter, the situation. I mailed it through Certified mail on 2/**/2014 and He received in on 2/**/2014 at 12:02pm. I have still not heard from him at this time.Desired Settlement: I feel if a product is defective, the company has the obligation to to accept the product back, and a full refund should be given right away. Having to wait for 30 days with a defective bed is ludicrous. Also, it is out side of the warranty limits. I have purchased through this company in the past and always had a good experience up till now. But it is also the first time dealing with warranty issues. I would like the return of my $213.99 and an acknowledgement from [redacted] of my letter.

Business

Response:

Case #: [redacted]

On February **, 2014, [redacted] contacted our Customer Service Department

claiming that the mattress set she had purchased from Sleepy’s in February 2014

was squeaking.

Since this was what would be a potential warranty issue, we coordinated for an inspection of the mattress and box spring. The results of inspection revealed that the mattress was defective under the manufacturer’s warranty guidelines; however, the box spring was not. Pursuant to the terms of the warranty, Sleepy’s agreed to exchange [redacted]’s mattress only.

Dissatisfied with having to pay a delivery charge, [redacted] filed a complaint with your office. Sleepy's Customer Relations Department was able to speak to [redacted]

on March *, 2014. [redacted] was advised as an accommodation, the delivery fee charged would be waived due to the short length of time in which the merchandise became defective. [redacted] then proceeded to have the new mattress picked up in a local showroom since the defective mattress was not needed to be returned. This took place on March **, 2014.

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].

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.

Sincerely,

Review: The location where I purchased my Queen size [redacted] ###-###-####. On 9/*/2009 I purchased a Queen size [redacted] with box spring ([redacted] name: Grissom PT QMATT -Model No. P 2653501 - $169.99) I was told by Salesperson: [redacted] that if I purchase the Protection [redacted] cover that I paid in the amount of $39.99, that my [redacted] will be covered.

In October 2013, I called [redacted] to explain to customer service that there is an iron metal piece which have made holes on one side of the [redacted]. I was assigned a Claim# [redacted]. On 11/**/2013 a contractor for the company came out to assess the damages due to my [redacted] was defective.

On 1/**/2014 I called customer service back to ask the status of my claim. I was told my a person name [redacted]) dept., that they mailed me out a Credit letter that I never received; therefore, I called back on 1/**/14 and spoke with customer service person by the name of ([redacted]) I explained to her that I never received my Credit Letter in the amount of $169.99. I asked [redacted] if she could e-mail me the letter, she informed that I can go into the store and they can pull it up on their computer.

On Monday, February **, 2014 which was [redacted], I went into the store to see if I can catch a sale for a trade-in on my defective Queen [redacted]. I was met by a salesperson ([redacted]) whom I explained my dilemma too, he showed me [redacted] that was (1) either more costly than what I paid for my Queen [redacted] these [redacted] ranned around $200.00's; (2) a [redacted] that was $179.99. The [redacted] that was $179.99 I could feel the coils, I said no, I definately was not going to lay on this type of [redacted]. He said ma'am we just do not carry the brand you have. I asked if he could get Customer on the phone, he tells me that I should've done that at home, I said excuse me, what did you just say...he repeated, I said you could've taken care of this at home, I said well I did and tried and followed exactly what I was told. And I am not here to do your job as a customer, can you get Customer service on the phone, so we can resolve my issues. He calls and [redacted] (Customer service representative from the [redacted]) dept., was on the telephone. I explained to him what my dilemma was. I told him that I was not coming out of my pocket to do an exchange due to I receive a defective [redacted]. Why should I continue to pay money to the company when I unsatisfied they way I am being treated. He said can get a manager on the phone, I said please can you do that. Meanwhile, [redacted] informs me that the [redacted] that I was sold only could 100lbs, I said sir, this is the first time I ever heard of your body weight matching the [redacted], I said I was not informed of that when I purchased the [redacted].

I spoke with a manager by the name of [redacted] from the Customer Svc., [redacted] dept., she informs me that my warranty no longer exist due to [redacted] was brought out by another company. I told her that does not have anything to do with me, who sold what company and my warranty should be honored. I said since the company does not carry the [redacted] that I purchased, then please give me a refund of $169.99 and I can take my business elsewhere. She said that will not happen. I said then we have a problem and I will make a complaint against this company. I said it's not fair to me, to pay more/the difference of another [redacted] because you no longer carry the one I purchased.Desired Settlement: To resolve my dilemma I am asking for Refund-check

Business

Response:

Case #: [redacted]

On November [redacted] 2013, [redacted] contacted our Customer Service Department

claiming that the [redacted] she had purchased from [redacted] in

September 2009 was sagging. Since this was what would be a potential warranty

issue, we coordinated for an inspection of the [redacted] and box spring. The

results of inspection revealed that the [redacted] was defective under the

manufacturer’s warranty guidelines, however, the box spring was not. Pursuant

to the terms of the warranty, [redacted] agreed to exchange [redacted]’ [redacted] only. Unfortunately and very much out of ordinary, there was

a delay in receipt of [redacted]’ credit memo.

[redacted] Discounter’s has now processed the exchange for [redacted], which is scheduled

for pick up at the local showroom on March **, 2014.

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].

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.

Sincerely,

Review: On Feb **, 2014 my wife and I purchased a King size bed set from the Sleepy's Hanover store ([redacted]) including a GS Stearns Plush KG mattress and box spring -$2399.99 and a KG Avery headboard, footboard, and rail set/slats -$629.99 (invoice Doc #[redacted]). Upon delivery of Avery HB/FB I noticed while making the bed that on both the upper right and left side of FB the wood was chipped. Called Sleepy's in Hanover immediately and sales associate gave me a time frame of a month before new set would come. Received a message from sleepy's on May *, 2014 stating that delivery of replacement HB/FB would be delivered on Sun May [redacted] between the hours of 10am-2pm. Woke up Sun morning around 6:30am, we have a 1 year old, at around 8am I began taking the bed apart and noticed that one of the wooden slats that the box springs sit on had snapped, when I spoke to the sales associate originally on the replacement he stated that they ship the bed as a whole, the set, so I figured new slats would come with the set (thats how it's priced on the invoice at $2399.99, includes slats.) Drivers showed up around 11am, I told the driver on the way here when he phoned that the bed was already ta[redacted] apart that all they needed to do was unbox the replacement and take the old bed which was out in the hall of my [redacted] apartment, with them, the driver said "perfect." They brought the new set up, which was packaged and boxed. Upon opening we noticed a huge chip in the FB (a chunk of wood missing), the piece I "definitely" needed replaced. Upon further search in the box we noticed that there were no slats to replace the bro[redacted] one. I could not put the original bed back together even if I wanted to without that slat, the other slats would not support the weight of the bed. The driver called a [redacted]), whom was the first person I spoke to regarding the damaged replacement FB. The driver handed me his phone with [redacted] on it and what she told me was that there was nothing they were going to do today to resolve the problem, and on top of that they couldn't take the originally damaged bed with them that I couldn't have put back together anyways (with the bro[redacted] slat), so I was stuck with this King size frame set in my already small apartment to hold onto for God knows how long for it to be picked up with a return invoice, and my wife and myself would be stuck putting the bed on the floor to sleep. [redacted]'s incompetence to resolve this problem, never mind putting me on hold for over 6 minutes, just got me more upset. Now I have been in the customer service industry and I know the worst thing to do to defuse an already screwed up situation, which they simply made "my problem and not there's", is to leave the customer on hold while you ([redacted]) tries to pass this off to some one else. I was told that because of policies and procedures, which just inconvenienced the customer (my wife and myself) even more, were that the driver's couldn't take the originally damaged bed back(which I disassembled and put in the hall) with the replacement that was also damaged until they got a return invoice for it, which would be on a different day. Keep in mind that they would have ta[redacted] the original back if the replacement was not damaged, which again, inconvenienced us and not Sleepy's. Now I'm stuck with a damaged King size set that I brought back in from the hall and stored it behind the couch in the living room. "Are you starting to see the huge inconvenience in this", I spent all day moving around bed frames with a bad back, and now we're stuck with no bed frame. Instead of putting me on hold again, [redacted] stated that she would have a [redacted], would not give me his last name) call me on my phone, so I could give the driver back his phone. Took another 10 minutes for [redacted] to call, while the drivers sat in the truck outside my building, eagerly waiting to be told to leave without having to take the original set. Long story short, [redacted] just reiterated everything [redacted] had said about there policies on ownership of merchandise being returned, and if something was to happen I would not get a refund. After repeating myself over and over, to now, and incompetent [redacted] at headquarters, I was stunned by how I was getting treated. I'm a combat Veteran who just spent $3647.00, and I was treated like they dropped off the wrong bouquet of flowers to my mother and I'm the one out of line. [redacted] fumbled around for answers, was silent when my points could not be argued and just kept leaning on store policy instead of defusing the situation and just taking the bed back with the drivers, all I wanted at that point. [redacted] was also unprofessional enough to leave me on hold for a combined 10 minutes while he too searched for a resolution. When he got back on the line I voiced my disapproval for putting me on hold once again, and he just excused himself (trying to get a pick up date, which he didn't produce), I was stunned, absolutely stunned. I told him to just call me back when he had information for me, the bed was already back in the apartment (behind the couch), the drivers had left. I was done talking to these people, I have a wife and a 1 year old, who was napping by the way, as the drivers shuffled around my hall in front of other apartments (elderly neighbors) talking loud. The drivers remark to me after he got off the phone with [redacted] and I had made my point to him was "Ya you're [redacted] My solution now was for them to just take it all back and return my money, that I would get a frame somewhere else. [redacted] said they couldn't do that without a different pick up either, because it's a return. When I first got on the phone with [redacted], his reasoning at first was not the policy, it was that the driver's didn't have room on the truck, that "THEY HAD OTHER DELIVERIES TO DO," God wouldn't want to inconvenience them. What [redacted] didn't know was that I was at the truck with the back open, and they had plenty of room. I told him that I was looking at the truck and there was plenty of room and he then went immediately into stating the policy of liability if the bed doesn't make it back I wouldn't get my money. [redacted] told me he would call me back within 10 minutes, 15 minutes later [redacted] called me back (not [redacted], odd, made me feel even less important). [redacted], in good spirits, said "the driver's are on there way back, there going to take the bed!" [redacted] really felt as though this was terrific news, the bed was brought back into my apartment already, more work. They showed up, I had already got most of it downstairs to the front door. After two more trips up and down (by me) they loaded the frame and left. I was told the return would show up on my card when the merchandise made it back to the warehouse. I asked [redacted] what the problem was to begin with, why all of a sudden the change of policy, there was no answer she could of given. I want a full return, mattress and all. Ill take my $4000.00 else where.Desired Settlement: Full refund

Business

Response:

Case #: [redacted]

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

On March [redacted] 2014, the consumer contacted our corporate office in regards to a chip he claimed to have located on his

footboard and he was seeking to get a replacement.

On May *, 2014, the footboard was attempted to be delivered to the customer’s home and assembled. Upon the drivers entry

into the home and the opening of the merchandise it was at that time it was discovered by the driver and the consumer the footboard was damaged in transit from the manufacturer. Taking into consideration all merchandise is manufacture/factory

sealed upon arrival to the warehouse and consumer’s home there would be no knowledge of the merchandise being damaged prior to. The same day of delivery the driver phoned into our Customer Care division to advise of the damaged footboard, [redacted] was clear in his communication of being dissatisfied on the recorded call.

[redacted] demanded to have the head and foot board delivered on March **, 2014,removed as well as the new footboard that could not be assembled and a refund issued. At the time of purchase, [redacted] received an invoice containing a statement of Sleepy's No Refund Policy. The No Refund Policy is also conspicuously posted in Sleepy’s showrooms. While we understand the consumer dissatisfaction being mindful of damaging other consumer merchandise was necessary concern.

In an effort to satisfy the consumer’s complaint a member of our management team reached out to the drivers once again

on [redacted]’s behalf and negotiated terms enabling them to return and retrieve [redacted]’s footboard delivered on March **, 2014. The footboard was returned by the driver and directed to the manufacturer as a result [redacted] received a refund to his MasterCard last four digits [redacted] in the amount of $669.36.In response to [redacted]’s additional request of a refund of the GS Stearns and Foster king size mattress cannot be honored. As the consumer received Terms and Conditions at the time of purchase and it states in clear and concise language “No refund will be offered after delivery, with the exception of partial adjustments in accordance with Sleepy’s Price Guarantee Policy.” The manufacturer’s Limited Liability Warranty entitles consumer to an exchange of equal or greater value only after the merchandise has deemed to be defective in accordance to an independent inspection performed by a third party.

Since the consumer’s refund has been previously issued (see attached) and posted to his credit card as mentioned above we believe no additional responses are required. If I can be of further assistance or should you require additional information 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:

Sleepy's just reiterated my whole complaint, and still just doesn't get it. My guess is, is that they got to big and have forgotten their initial values of serving the customer. My amazement comes in reading there response, still defending their procedures and policies which only benefit them, still making an argument for their multiple screw ups. At no time during that day was I under any kind of false hope that they were going to get a replacement to me to replace the damaged product they showed up with. "I JUST WANTED THEM TO TAKE THE ORIGINAL WITH THEM THAT WAS DAMAGED AND COULDN'T BE SLEPT ON!" problem solved!! Instead the kept me on the phone for over an hour, mostly on hold, while they tried to bend their policies. The gentlemen who was suppose to call me back ([redacted]), DIDN'T. He had some one else deal with me, didn't even care enough about the customer to call him back himself at the upper management level. "Couldn't have been bothered, right? It was Sunday he probably had to get home!" Wouldn't want to inconvenience any one on their end. My mattress is still on the ground. We don't want to do business at all with this company. WE WANT A FULL REFUND AND WE WILL TAKE OUR "HARD EARNED" MONEY TO A BUSINESS THAT APPRECIATES THE CUSTOMER. Or we can find out what the next step is going to be.

[Your Answer Here]

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

Sincerely,

Business

Response:

Case #: [redacted]

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

We profusely apologize for any inconveniences the consumer feels he may have experienced. As stated in our previous response

the consumer’s request was honored and the footboard was removed from his home by the same drivers and directed to the manufacturer. It was also detailed Mr. Dyer received a refund to his MasterCard last four digits [redacted] in the amount of $669.36, reflective of the full purchase price of the Fashion Group Avery Oak

king size headboard/footboard. As addressed prior [redacted]’s additional request of a refund of the GS Stearns and Foster

king size mattress cannot be honored. In accordance to the manufacturer’s Limited Liability Warranty the consumer is not

entitled to a refund the consumer is entitled to an exchange of the same/comparable model if the merchandise is inspected and found not to be performing up to the manufacturer standards.

If [redacted] still requires a platform/headboard/footboard etc. we are willing to offer the consumer the opportunity to select any platform/headboard/footboard of his choice and apply employee pricing which would considerably reduce the cost of the selection by more than half. While we are aware of [redacted]’s dissatisfaction offering to dramatically reduce the cost of any newly selected foundation displays our effort to obtain consumer satisfaction. The offer will not expire and will remain available should [redacted] opt to take advantage of this. A copy of [redacted]’s Terms and Conditions has been previously provided to your agency which states in clear and concise language “No refund will be offered after delivery, with the exception of partial adjustments in accordance with Sleepy’s Price Guarantee Policy.”

If I can be of further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### o[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 under two conditions. #1 that I receive an email on the Revdex.com website then in writing from Sleepy's stating these conditions so there is no confusion on either side to "procedures/policies." An exact % of 50+(employee discount-hoping for more of an upper management employee discount) in writing on any combination HB/FB/rails at any time "I find convenient." #2 Also by email through Revdex.com followed by written statement that if said bedding is delivered damaged, drivers forgot an item, or in any way inconveniences my wife or myself at the magnitude of my last purchase then said bedding will be free of cost. Unfortunately this is the ONLY way for consumer satisfaction from big businesses in the 21st century. The first sentence of the businesses reply was that we profusely apologize for any inconvenience that the consumer "MAY" have experienced..... Business still not taking "FULL" responsibility, leaving a lot of room in the word "MAY" stating that "I "may" be over reacting", or "I "may" be bending the truth in the events that occurred," etc. If Sleepy's will concede to my (the consumers) terms then we will consider the matter resolved.

Sincerely,

Review: We purchased a mattress from Sleepy's on May [redacted] of 2014. The salesman, [redacted], offered us the services of "their same as cash program" and was fraudulent - deceptive at best, when describing the terms of the program. We were advised that no payments were due until 90 days had passed, however we could pay at any time without penalty, and continuing paying portions, as long as the balance was paid within 12 months. We signed the electronic pad after reading the posted information that was on [redacted]'s desk & then the documents printed with the signature. He told us it was just a copy of what we already read, but for our records. We found out that the financial services were in fact those of [redacted], as someone called us to confirm our enrollment in their program the next day. It was at this time that we were made aware that payments in the amount of $59.54 would begin immediately. We were not happy, but we proceeded. Please note that at no time were we advised by either [redacted] or the [redacted] rep that we would have to pay a penalty of "65% of total purchase price that has yet to become due" if we paid off the balance after the 90 days, but before the 12 months. In fact, we were advised by both that we would not have penalty at all, never mind 65% of the balance that has yet to become due. As noted above, I found it odd that we signed the agreement before we were given the detailed purchase agreement. I feel as though the entire experience was disgusting. I will never purchase from Sleepy's again.Desired Settlement: We would like Sleepy's to pay [redacted] any monies over and above the retail purchase price of our mattress. The mattress was purchased by my husband, [redacted] & myself, [redacted] made an error on our sales agreement & has my husband's name as [redacted]. We were not aware of this error, as the documents printed after he signed - we had no way of knowing. We would like an immediate resolution & expect Sleepy's to do the right thing.

Review: I have made three attempts to contact Sleepys about product issues. ( 2 emails, and on their website they offer a chat with a rep at that time a rep was not available so I had to fill out a web form and no one has gotten back to me). I really did not want to have contact the Revdex.com, I would like this to be resolved.

I purchased a new mattress and box spring set on 11/**/2013 in January 2014 I called because any time I sit on the bed the box spring would squeak, it became constant laying down or sitting. When I called up thinking there was a warranty I was told that I can get a new box spring without a problem but I would have to pay for delivery. I had to pay an extra 261.95 for the replacement. When I purchased the set I paid a total of 885.27 I have already now spent over $1,000.00 – I got the new box spring when the delivery person came removed the defective one he even said something was wrong with it was squeaking that was on 3/*/2014.

Three – four weeks ago it has been five -six months since I got the replacement box spring is now squeaking every time you sit on the mattress again. I find it extremely in poor customer service that now I have to pay yet for another box spring.

I have contacted Sleepys no one has even replied to an email or called me to help resolve this issue. I have paid twice and there product is not holding up.

One thing that bothers me is that this problem was out of my control and that I had to pay another delivery fee, I was not exchanging it because I didn't like it, it was clearly defective box spring, for being such a large company your policy is not customer friendly – this was simply a replacement of a faulty product from your companyDesired Settlement: I would like someone to contact me, getting a replacement box spring where I do not have to pay an additional fee, refund of my credit card for 261.95 for being charged for a replacement box spring which is now defective.

Consumer

Response:

Thank you for helping resolve this issue; Sleepys did call me and arranged a solution and I was able to resolve it today when I went to visit my local Sleepys store.

Sincerely,

Review: In September, 2011, I purchased a queen size mattress and box spring from Sleepys in [redacted]. Three years later, there is significant sagging in the center of the mattress. I went to the [redacted] Sleepys store and was directed to contact Sleepys directly ([redacted]), which I did. Sleepys sent a representative from [redacted] to inspect the mattress/box spring/frame. Subsequently, I received written correspondence from Sleepys indicating my claim regarding the mattress was denied because there was an incorrect foundation (frame) supporting the mattress and box spring (this was the frame that was sold to me at the time that I purchased the mattress/box spring). Sleepys did agree to provide a new frame which was delivered on 10/**/14; however, the frame would not work with the mattress and box spring as the legs on the frame did not even touch the floor. I rejected the delivered frame and followed up with Sleepys. Initially I was told that it did not appear that there was a frame available to meet the specifications needed to support the mattress and box spring sold to me. I was directed to go back to the Sleepys store where I had made the purchase. Another Sleepys customer service representative left a message indicating that there was a frame available. An order number was provided and I was to schedule a delivery. I contacted Sleepys on 10/**/14 to indicate that I was receiving conflicting information. The customer service representative who I spoke to indicated he needed to review the frame specifications needed and would contact me by the following afternoon. As of 10/**/14, he has not contacted me.Desired Settlement: First of all, Sleepy's needs to take responsibility for its products. Secondly, Sleepy's customer service representatives need to provide their direct line numbers for follow up calls to avoid customers having to deal with multiple representatives (in my case 5). And finally, Sleepy's needs to provide me with a bed frame meeting specifications needed to support the mattress and box spring sold to me, along with a new mattress, or provide a full refund.

Business

Response:

Case #: [redacted]

On September *, 2014, the [redacted]’s contacted our Customer Service Department claiming that the mattress delivered September 2011 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company took measurements which revealed that the mattress and box springs met the manufacturer’s guidelines. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty, which clearly states, “This warranty DOES NOT apply to “Normal body impressions of a 1 ½ or less.” Pursuant to the terms of the warranty; Sleepy’s denied the [redacted]’s request to replace their merchandise.

Pursuant to the manufacturer’s warranty we are offering the [redacted]’s the opportunity to have their merchandise inspected in a sixty to ninety (60-90) day time frame, allowing the mattress additional time to conform further. The [redacted]’s has been extended the option of utilizing an in home inspection kit; this will enable the [redacted]’s to capture and depict the areas of their concern. In regards to the consumers concern of the bed frame; the [redacted]’s will be contacted to schedule a date the frame can be delivered.

Since we have addressed the [redacted]’s concern, we believe that no further action is required at this time. If you have any further questions please 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:

Sleepy’s has yet to have been able to provide a new frame (foundation) for my mattress and box spring. They have acknowledged that the frame delivered at the time the mattress and box spring were delivered and set up (September 2011) is not the correct frame needed for a Queen size bed set. As of 10/**/14, I was directed by a representative from Sleepy’s corporate office to go to the store where the frame and bed set were purchased and have a representative from that store call the corporate office so that they could discuss the frame (foundation) needed to correct Sleepy’s initial error in delivering the wrong bed frame. Due to the error in the bed frame initially delivered, there is no way the sagging in the mattress can be corrected, simply because Sleepy’s delivers the correct bed frame three years later! Based on the current status of this issue, it is NOT resolved at this time.

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding [redacted] and [redacted].

As stated in the previous response, we have offered the [redacted]’s the opportunity to have their merchandise inspected in a sixty to ninety (60-90) day time frame. Thus, allowing the mattress additional conformity time. The [redacted]’s have been extended the option of utilizing an in home inspection kit; as explained this will enable the [redacted]’s to capture and depict the areas of their concern. In regards to the consumers concern of the bed frame; it was relayed prior the [redacted]’s will be contacted to schedule a date and time the frame can be delivered.

Since submission of the original response as advised the [redacted]’s have been contacted and delivery of the correct frame scheduled for October **, 2014. Since we have responded to the [redacted]’s rebuttal and previously resolved their concern, we believe that no further responses are required at this time. If you have any further questions please contact me [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.

Sincerely,

Review: I purchased a king size mattress from Sleepy's on August [redacted], 2014 for $770.11. I explained to the salesman that the most important thing I needed in a mattress was for it to not sag, as I have a [redacted] which becomes extremely aggravated when I lie down on a surface that "sinks in". He sold us this mattress assuring us that it would not sag, had good support, and was even the mattress his daughter uses.

After about three weeks, the mattress was sagging not only when I slept on it, but also when there was no one even in the bed. The permanent body impressions made it very hard to sleep on, causing back pain and aggravating my [redacted]. My husband and I switched sides on the mattress regularly and rotated it regularly, hoping to even out the indentations. The indentations only became more pronounced and spread throughout the whole mattress. The mattress is completely unusable at this point, only four months after we bought it, and I now have to sleep on the couch.

I reported this to Sleepy's last week, and they sent me a kit which I was supposed to use to measure the mattress indentations. Some of them were more than two inches deep, so they agreed to let us exchange the mattress for one of equal or lesser value at their store. Yesterday, we went to try to find a replacement mattress. It was very important to me that we find a replacement that would not sag as the first mattress did, putting us back in the same situation in a few months. I explained the situation to the salesmen, and they completely gave us the run-around. They were evasive when we asked questions about the mattresses, engaged in obvious sales tactics, changed their "story" and even basic facts about the mattresses. One salesman would tell us one thing about a mattress, and then the other would tell us something different. They also said that our previous mattress had been discontinued because it was not good quality, but when I spoke to their corporate office later, they said the mattress was not discontinued, the company has just gone out of business. A quick internet search proved that the business is not out of business, but were bankrupt. The salesmen also tried very hard to get us to spend more money than our $770 credit, even though we made it clear we would not be doing that. I got the feeling that they use the "exchange" policy to try to suck even more money out of you, and may have sold us a poor-quality mattress the first time, knowing we would be back soon to spend more to upgrade. I left the mattress store without choosing a replacement because I felt completely scammed and misled, and had a strong feeling that the new mattress would be just as bad quality as the first one. I do not want to give my money to an untrustworthy place that behaves with the sleezy "car salesman" tactics.

Today, I called the corporate headquarters and asked for a refund on the original mattress. It was clearly a defective product, to have become damaged beyond the point of use within four months. I spoke to three different people, who all refused to give a refund, saying that the warranty only allows for an exchange. I do not believe this is a warranty issue, and the warranty does not even need to be considered or invoked in handling it. It is a case of a retailer selling a faulty product, which would fail after a few months of normal usage. I do not want to get a different mattress, I want my money back, because I paid for a mattress, and I now don't have one I can use.Desired Settlement: Refund of $770.11 by the end of the week.

Business

Response:

Case # [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On August **, 2014, [redacted] received delivery of a Carolina Mattress Guild king size air gel mattress and box spring. On January *, 2015, the consumer contacted our Warranty Support Department with claims of the mattress sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the mattress. The inspection results revealed that the box spring met the manufacturer standards however; the mattress did not. Therefore, [redacted] was entitled to an exchange of the mattress only in accordance to the warranty guidelines. On January **, 2015, Sleepy’s received this complaint from your office. At the time of purchase, the Mattress Professional provided [redacted] with a copy of Sleepy’s Terms and Conditions which states in clear and concise language of Sleepy’s No Refund Policy. Additionally; in accordance to the manufacturer’s warranty the consumer is not entitled to a refund. The manufacturer’s warranty states: “After receiving formal notice of a defect or default in the product, the warrantor will require a reasonable period of time to make the necessary adjustments. We reserve the right to repair and/or replace upon inspection. Any and all implied warranties for these products shall not exceed in the duration the term of this limited warranty. Incidental or consequential damages resulting from product defect or failure are not covered by this warranty (see attached).” On January **, 2015, a member of our Customer Relations Department reached out to [redacted] to discuss her concern regarding the mattress. In the pursuit of Customer Satisfaction and very much out of the ordinary [redacted] was offered the option of supplying a suitable date and time the mattress can be removed. [redacted] provided the removal date of February *, 2015, between the hours of [redacted]. The consumer has been advised the refund in the amount of $770.11, plus tax will be restored once the driver has returned to the warehouse, this accommodation is reflective of mattress only, the box spring will not be removed or refunded. Since we have reviewed the consumer’s complaint and offered a resolve we believe no further responses are required. If I can be of further assistance or should you require additional information 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a mattress and it was delivered damaged. I was told a new mattress would be delivered the following week and the damaged one removed. The original delivery drivers were surly and unprofessional, and the reason we waited a week for the delivery was because I was concerned about being home alone without my husband went he drivers returned. When no one showed up the following week, I called the company and was told the mattress was discontinued. No one had attempted to contact us. The customer service representative I spoke with and her manager were argumentative, and I requested to interact with my original sales person at the store instead. This is how the manner now stands. I'm filling this report because based on my experiences so far, I expect the matter will not be easily resolved. I'm dreading letting more of the company's representatives in my house, and I want a there to be a formal record of my concerns.Desired Settlement: Refund. I will cope with the damaged mattress just so I don't have to interact with these people again. I really don't want them in my house, even to remove the damaged mattress.

Business

Response:

Case #: [redacted]

Review: purchased a mattress at sleepy's in somers point, nj on 5/**/13. The salesman gave us a deal on last year model mattress in storage. He advised it was pretty much the same as this years model we laid on in the store. The salesman stated give a couple weeks to break in the memory foam. He advised if we didn't like it come back and exchange for another mattress. When I return to the store on 7/*/13 the salesman advised me the return policy was 14 days. He stated since it was comfort issue to call the corporate number to find out about exchange. He made it sound like it shouldn't be an issue.

When I call sleepy's corporate number they advised you only have 21 days to return the Mattress. I advised them the salesman who represents their company never specified 21 days and told us give it a couple weeks to break in the memory foam. The corporate number was very rude and not helpful. I did what their salesman stated and have been refused an exchange. The product to me is defective as it is hard as rock the bed.Desired Settlement: exchange for a more comfortable bed instead of an $800 bed that can't be used now

Business

Response:

Review: I purchased a new bed and box spring from Sleepys.com on August **, 2013. The bed and box spring was delivered on 8/**/2013.

After sleeping in the bed for one night, I noticed what I thought were mosquito bites, and paid it no mind. When I awoke the second morning, I was covered in bug bites (I took photos). Since the bed was new, I thought maybe I was allergic to the bed or maybe something was off with my linens, so I re-washed them. When I removed the sheets, I noticed a small bug, that the next day was confirmed by Orkin to be a bed bug. I live in a single residence home and have NEVER had issues with bed bugs prior to this day (** August).

I contacted Sleepy's about the issue on Friday August [redacted], and was told they would return my call within 48 hours. I did not receive a return call. I called again on 9/*/2013 and was told I would receive a call first thing in the morning, again, my call was not returned. I called for a third time on 9/*/2013 and spoke to [redacted] and [redacted] (sic).

- I was told that bed bugs do not come from new bedding, and that as such - the infestation was my responsibility due to an existing bed bug infestation (untrue). And that "no one else on that delivery day reported a bed bug problem"

- The warranty had been voided on my current mattress since I had submitted a claim

- They will not dispose of the infested mattress "because they don't want to infest their inventory"

- I have to cover the cost of fumigation / removal

- Once I have paid the substantial cost ($600 according to Orkin) to have my room fumigated I should submit a waiver form. After this, Sleepy's will replace the mattress with a new one.Desired Settlement: My desired outcome would be this:

Sleepy's removes this mattress within 24 - 48 hours,

Sleepy's agrees to cover the cost of fumigation / extermination.

Sleepy's refunds my money. So that I can purchase a mattress from a more deserving vendor.

Business

Response:

Review: I purchased this mattress set in October **, 2013, since I received this mattress I have had problems. Now the mattress set is just one month old and the mattress is lost it firm quality. The mattress now has sagging to the point it feels like an old mattress. I have called sleepy's and they have refused to fix and or replace this mattress. I am paying over 1,700 for this set. I feel as if they are taking advance of me because I am a senior citizen. They have came out and stated it not that bad, I have to sleep on this and with my medical problems my husband and myself. It's no reason why this mattress is not holding up. Product_Or_Service: BR RECHARGE SUPR LXF QN SET BR RECHARGE SUPR LXF Q Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: Replacement This mattress needs to be replaced....

Business

Response:

Case #: [redacted]

On December *, 2013, Ms.

Johnson contacted our Customer Service Department claiming that the mattress

she purchased from Sleepy’s in October 2013 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 is not up to the manufacturer’s standard and [redacted] is

eligible for a warranty exchange. The

box spring is up to the manufacturer’s standards. A warranty exchange is

scheduled for December **, 2013.

If

I could be of any further assistance, or if you should require additional

information, please do not hesitate to contact [redacted] at [redacted] or ###-###-####.

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:

Review: I accepted delivery of mattress and box spring purchased on 11/*/13 and delivered on 11/*/13. In 14 days, the mattress showed excessive deep sunken areas on each side of the mattress where my wife and I sleep. The 1-800 number was called and a replacement was delivered on 11/**/13. Within 3 days, the same problem occurred with the 2nd mattress. A replacement was delivered on 11/**/13. In less than 7 days this mattress showed the same wear. Obviously, this is a defective product. I have requested they pick up the mattress and box spring and credit my account with the $1,195.08 they charged me. Everyone I spoke with said they would have to get permission from the upper management to refund me. I offered to deliver the mattress and box springs to the store and they declined. I have been told 3 times they would call me back but no one bothers.Desired Settlement: Pick up the mattress and box spring from my home and credit my account with the $1,195.08 that was charged.

Business

Response:

Case #:

On November

*, 2013, [redacted] received delivery of a Simmons queen size mattress and box

spring from Sleepy’s. On November **, 2013, [redacted] contacted Sleepy's

Customer Service Department claiming that his mattress was sagging. Since this

was what would be a potential warranty issue, we coordinated for an even exchange

of his mattress. The exchange was completed on November **, 2013. [redacted] contacted

Sleepy’s Customer Service on November ** claiming that the mattress delivered

on November ** was sagging. Another two

exchanges were completed for the same mattress on November **, December **, and

the most recent exchange was received on December **, 2013.

Sleepy's

Customer Relations Department made contact with [redacted] on December **,

2013. [redacted] explained that he is currently trying out the most recent

mattress that was delivered on December **, and if the mattress ends up sagging

he would be requesting Sleepy’s to pick up his mattress and issue a refund. We

explained to [redacted] that Sleepy’s has No Refund Policy once the delivery is

accepted. However, we would be willing to offer a store credit to [redacted] so

he may purchase other merchandise of equal or greater value. [redacted]

accepted this offer, and will call us back if he experiences any issues with

his current mattress.

We will

continue to work with [redacted] until we meet a resolution. 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 have determined that my complaint has NOT been resolved because:

Attached is my response to Sleepy's response saying the complaint has been resolved. I did not agree to picking another mattress, I told "[redacted]" if the 5th mattress failed, I wanted a refund.

I could not respond on the website because it would not allow me to type text in the response area and thus would not accept my attached response12-**-13

New York Revdex.com. Complaint # [redacted]

Sleepy’s response does not resolve my complaint. While “[redacted]” suggested the store credit, I specifically told her if the 5th mattress failed after I purchased their support system I wanted a refund of the price of the mattress.

After less than 1 week, the fifth mattress delivered by Sleepy’s with their support system which I was coerced into buying failed in the same manner as the previous 4. It is my opinion the product is defective. Since they cannot provide me with the product I purchased that will last more than a week, they should refund my purchase price.

I believe Sleepy’s knows the product is defective, they replaced it 4 times and then decide it’s the support system causing the mattress to fail within days. Since the 5 mattress failed within 5 days with their support system I have no confidence in Sleepy’s or their products and no longer wish to do business with them.

I have telephone “[redacted]” twice and she has still not returned my call. Apparently, she feels the complaint is resolved. It is not.

This is another example of Sleepy’s poor customer service. They claim to be the “Mattress Professionals”, I have yet to find a professional in my dealings the this business.

Sincerely,

Business

Response:

Sleepy’s is in receipt of the rebuttal

regarding [redacted].

Sleepy’s was surprised to receive this

rebuttal from your agency considering [redacted]’s complaint has been resolved

and his exchange was scheduled for January **, 2014.

Since [redacted]’s exchange has been

processed we believe there is no further action required. If I can be of any

further assistance or should you require any additional information please do

not hesitate to contact me at ###-###-#### or [redacted]

Review: I purchased the "Most talked about mattress" originally back in 2006 from Mattress Discounters located in Robinson Twp. Roughly 4 years after the purchase my wife and I started having trouble sleeping with the huge indentation on both sides of the mattress. I contacted Mattress Discounters immediately about the issue and concern. At that time I was directed to fax all paperwork including receipt to a [redacted] and pay a $75.00 dollar fee to have a technician come to my home and evaluate the proposed concern. After the technician left my home it was clear that their was an issue and Mattress Discounters would take care of it. It was agreed that a replacement will be honored but that so called "Greatest Mattress" I purchased was no longer manufactured in which I was given something similar.Now, not even 3 years later my wife and I are experiencing the same issue. We once again contacted Mattress Discounters immediately and were put through the same channels to resolve the matter. I again paid the $75.00 for a technician to come out and review the sunk part of the mattress. He advised me that he seen this daily and something must be wrong with these types of mattresses and if I was to complain enough with MD they will replace anything. I had 2 different techs at my home this time around and they both said the same thing. Weeks later I was contacted by a manager of Mattress Discounters denying my case because Serta would not approve it. I feel as though my previous situation and experience played a huge role in this determination and now we have paid $2000.00 for mattress that neither my wife and I can sleep on daily and an additional $150.00 in service calls to have a technician come to my home and verify I'm not a liar. My wife and I are not large people and don't have and kids the age to destroy. This issue is clearly an error from manufacture and needs addressed immediately. Product information provided below:SERTA QN 1S NURTURE P/S MATT - 1ST MATTRESSSTUFFED SERA SHEEP PLUSHIE$2,011.53Desired Settlement: Replacement of current defected mattress and refund of $75.00 for last Technician visit.

Business

Response:

Case

#: [redacted]

Sleepy’s is in receipt of the

complaint from your office filed by [redacted] pertaining to a previous bedding

purchase from Mattress Discounters. As of November 2012, the Mattress

Discounters locations in Maryland, Northern Virginia and some locations in

Washington, D.C were acquired by Sleepy’s.

Upon receipt of [redacted]’s

complaint filed with your agency, our Customer Relations Department researched his

account and found that his order is not within range of the Sleepy's acquired

Mattress Discounters stores. We attempted to call [redacted] and although he was

not available, we left him a voice mail message advising that his complaint was

sent to the incorrect company.

We

believe that no further action is required at this time. If you have any

further questions please contact [redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress (perf.soulutions firm queen size mattress) from Sleepys in February of 2013. In January of 2014 I, noticed the mattress had all these lint [redacted] on it. I called the warranty department and they sent someone to look at it. The person came and took pictures of the mattress. I get a call back from the warranty department and they said this was not covered under the warranty. I told them I never got anything about what was covered under the warranty at the time of purchase and the mattress was less than a year old. I also purchased a mattress cover to protect it. The represenative was very rude and said she would send me a warranty booklet and there was nothing they could do. When I received the warranty booklet it was for a different type of mattress( King Koil). I aslo called the store in Dedham, MA and spoke to a slaes person there and explained what the problem was and she said, I should take a lint brush to try to remove the lint.Desired Settlement: All I am looking for is to replace the mattress.

Business

Response:

Case #: [redacted]

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

claiming that the mattress received in February 2013 had an issue with

workmanship. Since this was what would

be a potential warranty issue, we coordinated for an inspection of the

merchandise. Sleepy’s dispatched a third-party independent inspection company

to [redacted]’s home, and the

inspection results revealed that the mattress met the manufacturer’s standards,

and therefore did not qualify for a warranty exchange. [redacted]’s mattress

was fraying. This occurrence is not

covered under the manufacturer’s warranty.

Upon receipt of [redacted]’s complaint, our Customer Relations Department contacted

[redacted] to further discuss his complaint. [redacted] expressed his

dissatisfaction towards the mattress that was previously inspected. Sleepy’s

recently received the inspection results and once again revealed that the

mattress meets the manufacturer’s standards, and therefore does not qualify for

a warranty exchange. As an accommodation we will offer [redacted] to purchase

a new mattress at a discounted price.

If [redacted] would like to take advantage of either offer please have him contact [redacted] at ###-###-####

or [redacted]

Review: This complaint is in regards to purchasing a full size mattress (not including box spring) from Sleepy's. I signed my lease to Progressive February **, 2014 with an agreement of $300 mattress, $99 shipping plus tax; this equals out to $427.00. Days later, I received emails stating different amounts and asking me to provide a signature. I did not provide a signature because I wanted to discuss this change in person. I then received a new email with the new lease and a signature that was not mine. I sign my name as "[redacted]". The new lease was signed as "[redacted]" - therefore some one signed for me, illegally. In additions, the salesman stated that I will have to put down 10% of my total amount ($40.00). I used my bank card that day to complete that down payment. Weeks later, I was told that the $40 was only an initial fee to Progressive and not a down payment. If I had known I had to pay a $40 initial fee, I would have never purchased that mattress. Currently, Progressive is taking money out of my account with a false amount. I feel that I was cheated out of my money and as a customer. There was a lot of miscommunication going on. I understand that he has to make other sales, but leaving out important information to a customer is not ethical. I have contacted corporate for almost two weeks, every day without an update on this matter. I keep hearing "We will have the [redacted] contact you", but the [redacted] never contacts me. Furthermore, I have the full amount to pay on my mattress, today. I just wish to have my charges corrected before I forgo this payment.Desired Settlement: Billing Adjustment

Business

Response:

Case #: [redacted]

On February **, 20**, [redacted] - [redacted] visited her local Sleepy’s showroom and purchased

a full size King Koil mattress only. [redacted] - [redacted] paid the order in full

via financing through a new alternative financing program Sleepy’s offers to

customers called Progressive. [redacted] – [redacted] received delivery on

February **, 20**.

On March *, 20**, [redacted] - [redacted] contacted our Customer Service Department requesting

to speak to a [redacted] - [redacted] expressed how she was

dissatisfied with the finance terms, which she claims were not disclosed to her

when she made the purchase and also stated that the Mattress Professional

forged her signature on the finance documents. [redacted] - [redacted] was advised

the District Sales [redacted] would be calling her as a follow up to her

complaint.

On March **, 20**, [redacted] - [redacted] contacted our Customer Service Department

again regarding her complaint. [redacted] - [redacted] advised she had not

received a call back from the District [redacted] regarding her complaint. She

also explained the terms of her order should reflect the mattress price to be

$300.00 in addition to a delivery charge of $99.99, making the total amount of

the order to be $427.74. [redacted] - [redacted] claims she was advised of the

terms of the financing when Progressive emailed her the leasing agreement. This

is when she also noticed the finance amounts changed on different occasions

with different signatures. [redacted] - [redacted] was advised the complaint was

under review and to await the return call from the assigned District Sales

[redacted].

On March **, 20**, [redacted] - [redacted] contacted our Customer Service Department again stating

she still had not received a call back from the District [redacted] regarding her

complaint. Dissatisfied with the [redacted] filed a complaint with

your agency.

Upon receipt of this complaint, a Customer Relations representative reached out to

[redacted] and asked her to provide documentation to prove her

complaint. [redacted] was advised she would receive a refund of

$49.99, plus tax which would bring the mattress to the original price agreed

upon of $300.00. [redacted] – [redacted] was also informed our Customer Relations

Department will follow up with the [redacted] for the local

showroom where she purchased.

As we are actively trying to resolve the complaint to the customer’s satisfaction, we

believe that no further action is required at this time. If I may be of further

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

Review: A mattress set and frame was purchased in January **, 2013 for $464.91. In mid February of 2014, my son who only weights 115lbs started to wake up with back aches and I noticed a sag in the mattress. On March *, 2014, a representative came and the report sent back to Sleepy's was that the box spring is defective and the mattress was 1 3/8 sagging. A credit $101.86 was issued to replace the box spring. My issue is that the mattress is sagging and my son continues to wake up with back aches. After many phone calls and e-mails, I'm told that the mattress must be 1 1/2 or greater to be deemed defective and a representative only comes out once a year. I see no reason to get a new box spring and put a sagging mattress on top of it. My son should not be sleeping on a mattress that gives him a back ache. The company would not give me a full credit so that at least I could upgrade the set.Desired Settlement: I would be satisfied with a refund of $238.13 for the sagging mattress and $101.86 for the defective box spring. A total of $329.99 plus tax.

Business

Response:

Case #: [redacted]

On March *, 2014 [redacted] contacted our Customer Service Department claiming

that the King Koil twin mattress set she had purchased from Sleepy’s in January

2013 was sagging. As this was potentially a warranty issue, we coordinated for

an inspection of the mattress and box spring. The results of inspection

revealed that while the mattress was up to standards, however, the box spring was defective under the

manufacturer’s warranty guidelines. Pursuant to the terms of the warranty,

Sleepy’s advised the customer we would exchange her box spring. [redacted]

disputed the inspection results and requested that we give her credit for both

mattress and box spring.

On March **, 2014, the customer spoke with one of our Customer Care Supervisors.

On that day we offered her accommodation pricing to replace the set. The

customer refused the offer and requested that we perform another inspection of

her bed. This was denied because we only offer one inspection per year to

customers.

Upon receipt of this complaint from your agency, we reached out to the customer on

June **, 2014. We reviewed her inspection results. We offered the customer a

one-time exception to have her mattress inspected 90 days from the June **,

2014. We again offered customer accommodation pricing if she cannot wait out

the 90 day period. [redacted] will

consider the offer and will contact us again if she wishes to take us up on our

offer.

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: On May **, 2014 my daughter took me to Sleepy's in [redacted] because I was in desperate need of two new mattress set. While being there I realized the sales person was trying to push a particular bed that I was not fully happy with. It was over my price range. Than he showed me another bed that I was OK with but not thrilled. He offered me what he called a "great deal" A brand new bed that was going to give me the support I needed for my aching back and [redacted] When the bed arrived, I looked at it and it looked a bit different than the one I saw, when I went to sleep I woke up with the worst back ache barely able to sit up. My husband and I have been having more problems turning in bed or sleeping comfortable now that we had with our last 20 years old mattress that we did not buy from Sleepy's. As time went on, it kept getting worse by the hour. I have only had these two beds set for less than sixty days. Went I went to the store to speak to the sales rep, before us being able to explain to him what was going on, he became defensive and rude stating that we had no warrant and that he bed we bought was floor clearance. We were never notified that it was floor clearance nor does that state on the contract of any of the three sets of beds that we purchased. We would not have agreed to a clearance bed especially for the price we paid. Not only to mention delivery terrible. The sales rep refused to assist us causing me to leave the place crying in frustration and pain. I was told I was getting TWO SETS OF BRAND NEW MATTRESS AND BOX SPRING. Instead I got TWO USED CLEARANCE FLOOR MATTRESS AND BOX SPRING THAT ARE SINKING IN CAUSING MY ENTIRE FAMILY TO BE IN PAIN AND MY OTHER DAUGHTER WHO A COUPLE OF WEEKS BEFORE ALSO PURCHASED A MATTRESS AND BOX SPRING THAT ARE INVESTED WITH BED BUGS!!!!!!!! TERRIBLE SALES REP, TERRIBLE SERVICE, TERRIBLE DELIVERY AND THE PRODUCT WERE NOTHING BUT A LEMON.Desired Settlement: I am not sure if I even want services with Sleepy... Either I am to get a brand new set OF TWO MATTRESSES AND BOX SPRINGS OR I WOULD LIKE A FULL REFUND OF WHAT I HAVE PAID AND THE AGGRAVATION. I REFUSE TO DO SERVICE WITH THAT REP, He falsely told me I was getting something new, instead I got something used. He lied about what I was getting and falsely advertised the product I was bringing into my home. The product is beyond terrible, that I have to sleep on the floor.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] purchased from Sleepy’s a Sealy full size mattress set, a Kingsdown queen size mattress and a Kingsdown queen size low profile box spring. The Kingsdown queen size mattress only was sold to her as outlet/clearance merchandise with limited warranty coverage. On July **, 2014, [redacted]’s daughter informed our Customer Service Department that the Kingsdown queen size mattress was visibly sagging. [redacted]’s daughter was asked to have her call back to setup a warranty claim. On July **, 2014, [redacted] contacted our Customer Service Department to file a warranty claim.

Upon receipt of the complaint from your agency, our Customer Relations Department reached out to [redacted] to no avail. Upon receiving the detailed message left, [redacted]’s daughter, [redacted], called back since she filed the claim on her mother’s behalf. [redacted] advised us that when they returned to the local showroom to inquire on the warranty for the Kingsdown king size mattress, they were informed since the mattress was sold as clearance it did not carry a warranty. Sleepy’s informed [redacted] that although under normal circumstances this would be true, Sleepy’s does honor a limited warranty for clearance merchandise. [redacted] also informed us that since filing the warranty claim, the independent inspection company had not reached out to them in order to schedule an appointment. Sleepy’s advised [redacted] that we would follow up with them on her behalf. [redacted] is currently scheduled to have the inspection on her Kingsdown king size mattress on August *, 2014.

As we take these complaints very seriously, we will continue to work with [redacted] to make sure her complaint is resolved to her satisfaction. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].