Sleepy's

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: 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: 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: 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: 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 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 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: I was told that When I buy a new mattress, they can haul away the old mattress for a fee of $20 per piece. I had two pieces to be hauled away but the delivery person(s) refused to take the mattress. I called Sleepy,s concerning this issue and the person stated to me that the delivery person has the right not to haul away a mattress if they feel it's too old. It was not stated to me about the condition of the mattress. I paid a total of 587.89 including tax, the setup of the mattress and the hauling away of the old mattress. I purchased the mattress on Wednesday August * and paid via my credit card. The invoice number is [redacted], my customer code is [redacted] and the merchandise came out of warehouse [redacted]Desired Settlement: I would like for sleepy's to refund half my money back because they broke the contract we arranged.

Business

Response:

Case # [redacted]

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

Sleepy’s was surprised to receive this complaint from your office considering the consumers credit card was refunded for the incomplete removals. The consumer’s credit card was charged on August *, 2014 in the amount of $587.89 and on August **, 014, refunded for the removals in the amount of $43.53.

As it stands at this time there has been no charges placed on the consumer’s account reflective of the removed mattress. Since the consumer’s issue was previously resolved before this complaint was received we believe no further responses are required at this time. If you require additional information or if further assistance is required please do not hesitate to contact me [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].

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 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 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 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: 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: 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 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: 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.

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!

I purchased a mattress in a [redacted] Sleepy's location. I decided against going ahead with the order, because I'm not sure if it's the mattress I want. I called Sleepy's and they responded that they would call me back that day. I called them back five days later and they responded that they would email again. I called them back six days later same message. I have to wait for someone to call me to get a refund. It makes no sense. It would be one thing if they actually called back, but it seems like they are in no rush to get back to me.

Review: Step 1 of this form I could not find the location I purchased from but I really doesn't matter as my issues stem from the corporate [redacted] number.

Issue - I purchased a bed from Sleepy's - Sterns and Foster - Luxury Estate Cape Farewell Luxury Plush EPT Mattress which is a very high end bed which has a 10 year warranty. Loved the mattress at first as we rotated and took care of it but it started developing a sag or a 2 inch drop on each side of the mattress. I called and they came out and replaced it. At the time of replacing it I asked will this happen again they stated I had to pay the difference because they don't have that mattress anymore an no this should not happen again. Finally after spending over 2 hours in the store they replaced at no charge with the new model and they said I would not have any more issues and if I do they would replace no questions asked because of my issues. Well 2 years later iam in the same predicament so I called the 800# and they came and looked at mattress and saw the issues. The morning the inspector was coming out I stripped the bed so I didn't need to do when I meet later as I was heading to work and meeting them between 11-3. My 2 year old son decided to jump on the bed with his milk and spilled it in a few areas so I tried to clean it before work but spread it to a bigger area. I told this to the inspector and she stated she sees the issue with mattress and the spots from the morning would not cause issue and this should be replaced. I called in 3 weeks later as instructed and they said it was void because of stain. I feel like I have been lied to and my hard earned money taken from me and they don't stand behind their products. If the product held I would not be calling the 800# for the second time and also not having this bed sagging as I was promised it would not have the same issues.Desired Settlement: I would like my mattress replaced with a Sterns and Foster Luxury Estate Cape Farewell Luxury Plush EPT Mattress because again my mattress has been discontinued or something of same quality that will not have this sag or dip in the mattress. This is not the first time its been replaced as this is very time consuming. If this cant be done I want to return a full size mattress I just purchased from this store that was delivered to me Oct **, 2014 which is still in the plastic and never been used. I will not do business with someone that will not stand behind their product !

thank you for your help and time on this matter

Business

Response:

Case #: [redacted]

On September **, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming the mattress delivered in March 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection revealed that although the merchandise did not meet the manufacturer’s standards, there were apparent stains, thus voiding the manufacturer’s warranty. The inspector during the capturing of the empirical measurements also detailed and documented five (5) stains. There were four (4) three (3) inch stains and one (1) ten (10) inch stain (see attached). Pursuant to the terms of the warranty, the [redacted]’s warranty claim was denied. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty, which clearly states conditions that void the warranty to include: “product that is stained, soiled, or found to be in an unsanitary condition” I have enclosed a copy of the warranty for your files. While we do anticipate normal wear and tear of the merchandise it is the consumer’s responsibility to maintain the merchandise in a sanitary condition.

In an effort to assist the consumer we can offer accommodating pricing; this is a deep discount that can be applied towards new selection of bedding. As the cost of transportation is not covered in the manufacturer’s warranty, as an additional accommodation Sleepy’s is willing to absorb half of the [redacted]’s transportation cost in the amount of $49.00. Once replacement merchandise has been selected, an immediate delivery will be scheduled.

Since we have reviewed the [redacted]’s claim and offered resolution, we believe no additional responses are required at this time. If I can be of further assistance or if you should require additional information, please do not hesitate to contact me at [redacted] 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]

This is the second time this issue has happened and if the product was as promised I would not be in this position today. Did you or did you not replace this several years ago from the same issue as you will see your records will show yes you did because of the dip in the mattress. I would like it replaced as in the original replacement has not been meet to my standards and as promised.

Also I have purchased another mattress last month a full and if you cant stand behind your product I would like a refund and this and please set up pick up of this product. I will not support or do business with a company that will not provide a product as promised, trust me I don't want to take the time to get replaced. To get replaced I have to take time off work to meet inspector, go to the store pick out a replacement, meet delivery drivers.

I look forward to a resolution I have requested as I only see that it is only fair as you have been paid for a product and I have not received a product I was promised.

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 the 2nd rebuttal regarding [redacted]

As stated in the previous responses the offer of accommodating pricing remains unwavering. The offer will remain open for the [redacted]’s to take advantage of for (60) sixty-days.

We have reviewed both of the [redacted]’s rebuttal and offered resolution, we believe no additional responses are required at this time. If I can be of further assistance or if you should require additional information, please do not hesitate to contact me at [redacted] 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:

The only way this issue will be resolved is when the bed is replaced, delivered and the old one picked up at no cost to me, thank you ! Offering to sell me another mattress at a discount price doesn't help me out at all.

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

Sincerely,

**