Sleepy's

Review: About 2 years ago I purchased a Queen sized Simmons mattress with split box springs from the [redacted] Sleepy's location. After some time, the mattress developed quite a noticeable dip and became very uncomfortable.

I called Sleepy's customer service to tell them about the issue. When I asked how the warranty worked, she specifically said that if the mattress was found defective I would be receiving a FULL credit in the amount I paid toward an even exchange or an upgrade. No contingencies, just a store credit.

The inspector came about a week after I called and determined that the mattress and 1 box spring was defective. About a week later, we received a letter in the mail that the mattress was deemed effective and listed the amount of the credit we would be receiving. Looking at the credit, we were a bit puzzled as we thought we paid more for the bed but couldn't exactly remember.

That weekend, we took our credit letter to the Sleepy's location in [redacted]. We gave him the letter, talked about what we were looking for and decided to upgrade to a King size mattress of a different brand.

Once we decided what bed we wanted, we sat down to the paper work and found we would owe about $1300 after the credit. The sales men determined, after reviewing our account, that they credited us for one box spring and the mattress. The salesman decided to contact someone by telephone to see why that happened and to get the remaining credit, about $211.00. Sitting across from him, I heard the conversation. He told whomever was on the other line about the issue and to try and push the issue let the person on the phone know that we even upgraded. The person on the phone must've asked what we purchased because there was silence and then the salesman said "Kings Down"(the name of our new mattress). After that he said "we can't do it?" Did I not spend enough money to earn the remainder of my warranty?

We sucked it up and took the bed, but I made a mental note to call Sleepy's and find out what was going on.

I spoke with a second representative and was advised that only the mattress and 1 box spring were deemed defective and that the manufacturer would not allow them to reimburse for components that were not deemed defective. So 2/3 of a component are defective and makes the whole thing useless but I'm stuck with a box spring I can't even put a twin bed on. I then told the associate about how the salesman tried to get the credit for us and that I felt like my upgrade wasn't good enough. She placed me on hold for some time, came back and told me she spoke to her [redacted] and was told that in order for the credit to be issued, they would have to know the day before the delivery. So which is it? The day before the delivery or the manufacturer won't allow it?

Sleepy's records all of their calls so there is evidence that they did not fulfill a verbal agreement stating that I would receive a FULL credit toward the merchandise I purchased.

I am very unhappy and have spent a lot of my hard earned money at Sleepy's. They need to honor their agreement.Desired Settlement: I just want the second box spring credited to my account.

Business

Response:

Case #: [redacted]

On September **, 2014, the [redacted]’s contacted Sleepy's Customer Service claiming that the mattress purchased in February 2011 was sagging. Since this was what would be a potential warranty issue, Sleepy’s dispatched a third-party independent inspection company to their home, the inspection results revealed that the mattress and one (1) box spring was defective. Thus, pursuant to the terms of the warranty, Sleepy’s agreed to replace the mattress and one (1) box spring.

On September **, 2014, @ 7:26pm, the Mattress Professional in the consumer’s local area phoned in on their behalf. The Mattress Professional was seeking clarity on the defective components; it was relayed to the Mattress Professional on a recorded line one (1) box spring out of two were defective; as well as the mattress. The Mattress Professional at that time inquired about an additional credit of $211.58, reflective of the non-defective box spring to be applied. The Mattress Professional was advised on the recorded line; this would be an accommodation outside of the warranty guidelines and his superior’s approval would be required. At the time of delivery the [redacted]’s received a copy of the manufacturer’s warranty which states in clear and concise language “What is covered? Replacement of one piece does not automatically result in the replacement of any other piece (see attached).” If the consumer did not receive a copy of the warranty it is the responsibility of the consumer to notify our corporate office and an immediate copy would be mailed to their residence.

Dissatisfied with the inspection results and the showroom experience the [redacted]’s filed a complaint with your office. While we value our consumers immensely; and appreciate any invested amount, the manufacturer is obligated to replace the defective piece/pieces only. We are perplexed by the consumer’s dissatisfaction; however the manufacturer warranty procedures and guidelines are established.

Since we have reviewed the [redacted]’s concern and unfortunately unable to offer any monetary relief, we believe that no additional response are required at this time. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [redacted].

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: 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 originally purchased mattress from Sleepy's in [redacted] 8-*-10. Less than a year later a defect was found in the mattress and Sleepy's gave us a store credit to which we added money to upgrade and received a second mattress and box spring. Less than a year later, again, we found a defect in the mattress, they gave us the same mattress again.Now, it has been less than a year and we have yet another defective mattress.This is the third mattress in 3 years. The warranty states that an independent inspector that Sleepy's chooses must inspect each defect and determine if they are in fact defected. In all three cases, the inspector has stated that they mattress had defects and should be replaced.Now, Sleepy's is demanding that we pay delivery, although only $50.00 which I feel is not something that I should have to pay. But for the fact of them selling me damaged products, I would not be getting a new mattress. I paid $90.00 delivery on the first mattress and that should be enough. I told them that I would pick up and deliver the piece myself and they will not allow that.Ideally, I would like my money back and go somewhere else, but since they are not willing to do that, this is the very least they can do for this inconvenience.Desired Settlement: Either free delivery of the replacement mattress or let me pick it up myself or a full refund.

Business

Response:

Review: I bought a Tempurpedic queen size bed from Sleepy's in Aug. of 2013. They had a promotion at that time and I was to get two free tempurpedic pillows with this promotion. I was also told that I could try out the bed for several weeks and if I was not satisfied I could have it returned back at no extra charge. After trying out the bed for two weeks I developed back pains while sleeping on it. I called to have the bed removed. The bed was being financed by GE Capitol. Once they picked up the mattress problems ensued right from the start. First they charged me for the removal of the bed, they then charged me for the two free pillows and they also charged me for a bed frame that I paid cash for when they delivered the bed. I have a receipt with an invoice number that the delivery man gave me upon purchase of it. I called several times to Sleely's in order to get this rectified. I spoke to the person who sold me the mattress and then to the [redacted] who informed me that he would call me the next day. He never did and I wound up calling him at three different Sleep's location before I was able to reach him. This scenario continued for six months with five other people including a person who was going to to handle this dispute. Well this said person gave me a number and this is now the month of Feb. [redacted] of 2014, when I called that number I continuously received a recording stating that the person was not available. I returned back to Sleepy's and spoke to the person who sold me the bed over the ridiculous situation that was going on and we called GE capital right there because they kept telling me that they were giving me credit (Sleepy's), when in reality they only gave me one credit which was for the bed frame that I had paId. The whole situation was a fiasco for me and it disrupted my life with their lies and bogus telephone number and false information, as well as my time. I believe these men were taking advantage of me and this incident needs to be exposed so it doesn't happen to anotherDesired Settlement: It took me 6 months to settle this matter with me paying for things that I should have not to. I would like my story to be published and an answer from Sleepy's as to why all of this occurred and what are they planning to do in the future so this does not happen again. I need an explanation. Thank you

Business

Response:

Case#: [redacted]

On August **, 2013, [redacted] received delivery of a Tempur-Pedic queen sized

set. [redacted] contacted us on the September **, 2013 requesting to return her set. As per Tempur-Pedic’s 90 day

in home trial, [redacted] was advised that she may return her set and would be subject to a return fee of $175.00 in addition to the cost of any

accessories that were provided to her at no cost as part of her package deal. [redacted]’s order was financed through GE Money Bank and we inadvertently refunded only a partial sum to her account on October **, 2013. Due to the internal error, [redacted] did not receive full credit, less the fees discussed, for the returned merchandise. As a result of the delay, the refund was not completed until February 2014.

Uponreceiving the complaint filed with your office, we reached out to [redacted] on April **, 2014. We offered our sincere apologies and advised that what occurred

was not normal process. We also expressed our appreciation that she took the time to let us know how we can potentially improve upon services provided. As an accommodation to [redacted], we agreed to refund half of the standard return fee. [redacted] may expect to receive an additional refund in the amount of $87.50.

We believe no further action is warranted at this time. If you should require additional information please contact [redacted] at ###-###-#### or

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: We've been charged for a pillow we returned and we were told our promotional period on our card would be 24 not 12 months. We've spoken to numerous associates all stating it would be fixed. The company's website has zero contact information. Chat and email is inoperable. Phone number doesn't link you to someone that can help.Desired Settlement: $54.43 returned to the card. 25 month promotional period on the card. Discount on the purchase for the extensive time it's taken to call and return to the store, trying to resolve this issue.

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] requested to return the queen size side pillow previously delivered on August **, 2014, for a refund of $50.63, plus tax. Unfortunately, and very much out of the ordinary the person handling [redacted]’s refund processed it incorrectly, causing a delay. Our Accounting Department has promptly restored [redacted]’s funds in the amount of $54.43, to his finance company Synchrony. In regards to [redacted]’s inquiry of extending his promotions from twelve (12) months to twenty-four (24) month; I have reached out to his Mattress Professional on his behalf. The inquiry was submitted reflective of the consumer’s request; unfortunately, due to the holiday the Mattress Professional was delayed in following up. [redacted] will receive a follow up call from his Mattress Professional to advise of the outcome in regards to the requested extension of the consumer promotion.

We sincerely apologize for the refund as well as the Mattress Professionals delayed follow up. Since we have resolved 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 me [redacted] at ###-###-####.

Consumer

Response:

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

After numerous attempts to correct the issue Sleepy's failed to credit our account. On the final attemp, September ** we contacted them and we were promised a resolution the next day as always. According to your records it was finally creditted on September ** (after the Revdex.com) contacted the company not on September ** as promised. The Revdex.com was told that a holiday delayed the refund. Yes, it was rosh hashanah but this should not have effected a return that was originally requested twice in August and once in September. As for the promotional period, we have been promised numerous times this had been resolved. We just checked the account and it is still listed for 12 months not 24 and therefore not resolved. Unfortunately, we have been given many false promises just as the Revdex.com has been given by Sleepy's. We are requesting the promotional period be resolved as promised and a discount for the time that his been invested in this issue. The level of customer service as Sleepy's is highly unsatisfactory.

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

Sincerely,

Consumer

Response:

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

As previously stated, we contacted the Revdex.com because the in-store representative would not resolve our issue. We went into the store and called repeatedly. We contacted the Revdex.com to receive a resolution. We were told it was resolved and it has NOT been resolved. Please see the attached screenshot of our account. The promotional period should end in 2016 not 2015. We will not resolve this case until all stated necessary actions are take care of appropriately. Also, we will not be reaching out to the unhelpful staff at Sleepy's for further issues.

Furthermore, as for customer service, there has not been an apology just unfulfilled promises, and once again I am devoting time to resolving an issue that should have been taken care of during the second week of August. This is why we are asking for a discount as well as the promotional period our sales person told us about. We should not have to devote this much time into resolving a training issue on the company's part. If corporate says it's resolved it should be resolved and as you can see in the attachment it is not.

Thank you for your time. We look forward to finally seeing a resolution.

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 [redacted]’s 2nd rebuttal.

The position will remain the same, as stated and to reiterate the previous response; the inquiry was submitted reflective of the consumer’s request. [redacted] will receive a follow up call from his Mattress Professional to advise of the outcome in regards to the requested extension of the consumer promotion. If [redacted] has any additional concerns and can direct them to his Mattress Professional in his local store who originally assisted.

Since we have reviewed the consumer’s rebuttal and there is no additional assistance to be offered we believe no additional responses are required. If I may be of further assistance, please contact me [redacted] at ###-###-####.

Review: I bought a brand new queen size Beautyrest World Class Lucetta Plush Firm mattress from Sleepys and it was delivered in September 2012 with a 10-year warranty. A year later (September 2013), the mattress showed signs of sagging so I requested a mattress inspection to be performed (in October 2013). Although I only had the mattress for a year, the results came back as the mattress sagged by 1 3/8 inches. However, it could not be replaced at the time because warranty terms required the mattress to sag at least 1 1/2 inches before it could be replaced. After 60 days, I requested a second inspection (done over a month ago). I never received results of my second inspection until I called on Saturday, Feb **, 2014. I was given store credit and was told to go in store for a replacement. I went to the store that same day and asked for a replacement of the same exact mattress. They then proceeded to tell me that that model mattress has been discontinued. They found me an equivalent mattress to the one I was trying to replace (essentially same mattress but a more "current" model), but they said that I would need to pay extra for this new, equivalent mattress. The amount extra I was asked to pay would end up costing more than I would be paying to competitors like US-Mattress or Walmart for the same class mattress. What exactly is the point of the warranty if each time I need my mattress replaced by the same mattress or an equivalent one, I need to pay as much money as it takes to purchase a new one elsewhere?Desired Settlement: My wife and I both have terrible backs (I have [redacted]), so the mattress we sleep on is extremely crucial to our health. I am only asking for a replacement mattress that is an equivalent model to the mattress we currently have without the unfair amounts of extra money that they are asking for.

Business

Response:

Case #: [redacted]

On September *, 2012, [redacted] purchased

a Simmons Beauty Rest Lucetta queen size mattress set. The delivery was

completed on September *, 2012.

On December **, 2013, [redacted] contacted

Sleepy’s Customer Service Department

claiming that the Simmons queen size mattress was visibly 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 delivered measurements that revealed

that the mattress did not meet the manufacturer’s standards, however the box

spring did meet the manufacturer’s standards and therefore, the mattress only

was eligible for a warranty exchange.

Pursuant to the terms of the warranty Sleepy’s honored [redacted]’s request to

replace the merchandise. One of the

stipulations on the Manufacturer’s warranty under “What is covered by the

limited warranty” states: Simmons

reserves the right to substitute comparable materials or models and does not

guarantee that the replacement will match the existing piece. Simmons chose

to discontinue that line of bedding and come out with an entirely different

line of bedding.

On February **, 2014 [redacted] contacted Sleepy’s Customer Service

Department to inquire on his recent inspection. [redacted] was informed the

mattress only was considered defective, giving him credit in the amount of

$503.90, plus tax to select a new mattress. This same day [redacted] returned to

the local showroom to reselect a new mattress. [redacted] selected a new Simmons

Beauty Rest queen size mattress and was offered the sale price of $999.99.

Dissatisfied with this price, [redacted] filed a claim with your agency.

On February **, 2014, the

Customer Relations Department of Sleepy’s spoke with [redacted] and informed him

that although the new Simmons mattress he reselected is not considered a direct

replacement for his current mattress, Sleepy’s could reduce the price

difference much lower than advised prior. [redacted] was offered the Simmons Beauty

Rest Recharge Luxury Firm mattress for a difference of $100 along with a

reduced rate for delivery at $49.99. [redacted] agreed and scheduled delivery for

February **, 2014.

Since we have attempted to resolve

[redacted]’s complaint to his satisfaction we believe no further action is

necessary. If there should be any further questions or concerns, please contact

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

Review: I bought a mattress from Sleepy's and when the mattress wasn't performing properly (major indentations and lack of support). I called the store in [redacted], they confirmed my purchase and arranged for an inspector. The inspector said our bed didn't have proper support so they weren't honoring the warranty. When I insisted that the store salesperson never mentioned any special support requirements, and that I paid the mattress company "Sleepy's" to deliver and install the mattress and the installers never mentioned any issues with my bedframe (which, by the way is an expensive, high-quality bedframe so I don't know why it doesn't have the proper support). I asked Sleepy's why they would install/assemble a mattress on a bed that they believed didn't have proper support and the Sleepy's representative's response was, "Well, our delivery people don't know about support." I was misled!Desired Settlement: They should honor the warranty and replace the mattress and box spring because their deliverer/installer failed to ensure proper support for the mattress.

Business

Response:

Case#: [redacted]

On January **, 2014, [redacted]

contacted Mattress Discounters Customer Service Department claiming that the

mattress purchased in April 2009 was sagging.

Since this was what would be a potential warranty issue, we coordinated

for an inspection of the merchandise. The results of the inspection revealed

that the mattress did not meet the manufacturer’s standards, however; the set

was being used on a frame with improper support, which is a condition that

voids the manufacturer’s warranty. Therefore, pursuant to the terms of the

manufacturer’s warranty, we denied [redacted]’s request to replace the

merchandise. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states,

“Structural damage due to using an improper bed frame or support system or

mattress damage due to an inappropriate foundation or support system.”

As an accommodation to [redacted],

Mattress Discounters is offering an employee discount on a new mattress and box

spring set (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta

Cool Elegance). [redacted] may take advantage of this offer in conjunction

with accommodating pricing which reflects a deep discount on the newly selected

bedding set of their choice we will provide [redacted] with a complimentary

frame depicting the support the manufacture is seeking for their merchandise. Applicable

delivery fee will apply.

[redacted] may contact me at the

contact information provided below to assist with the processing of the

accommodation. If you should require

additional information or in need of further assistance please do not hesitate

to contact me [redacted] at ###-###-####

to further discuss.

Review: After purchasing a mattress, I have written 3 e-mails to Sleepy's requesting clarification of 2 items.

(1) When we made the purchase, we were told by the salesman that financing would be 0% interest for 36 months. However, when we received the financing paperwork from GE Capital, it indicated that interest would begin if the balance was not paid within 24 months.

(2) When we exchanged our first mattress for another (within the required exchange window), it appears that we were over-charged. Sleepy's exchange policy is to charge "the difference between the Sleepy's everyday price of the newly selected merchandise and the Sleepy's everyday price of the originally selected merchandise". However, we paid the difference between the SALE price of the original mattress and the regular price of the new mattress.

I have written to Sleepy's through their web site contact page, asking for clarification of these two items, and have received no response. This has gone on for 2 months now.Desired Settlement: (1) The financing through GE Capital should be adjusted to 0% for 36 months, to match what we were told by the salesman

(2) The bill should be adjusted in accordance with Sleepy's written exchange policy.

Business

Response:

Case #:

On

November *, 2013, [redacted] purchased from Sleepy’s a Stearns &

Foster GS ultra firm queen size mattress set and a queen size mattress

protector. The total purchase price in the amount of $2,395.20 was financed

through GE Money Bank Card Services with 36 months equal pay no interest plan.

Her delivery was completed on November **, 2013.

On

November **, 2013, the Mattress Professional contacted our Customer Service

Department requesting for [redacted] to complete a Comfort exchange. [redacted] received her new mattress on November **, 2013. Unfortunately and

very much out of ordinary, due to an error, the new terms on her exchange did not

reflect original 36 months promotion with GE Money Bank and showed 18 months promotion

instead. Upon receipt of this complaint

filed with your agency, we have notified our accounting department to have both

orders combined with 36 months equal pay

no interest promotion as stated on original invoice.

If I

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

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

email at [redacted]

Consumer

Response:

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

Although their response states that the accounting department has been notified of the change to 36-month Equal Payments No Interest on the full purchase amount, this has not yet been confirmed by the accounting department, nor has it been confirmed by GE Capital.

Review: I purchased a mattress from Sleepys on 5/**/13. Since the mattress coils were damaged, I did an exchange not even 1 month later. Two years later, the same issue happened. In 2014, I also had an issue with the bed frame that I purchased through the company. I have replaced the bed frame twice since then because it keeps cracking. I contacted Sleepy's to do an exchange of the mattress, which they did authorize. When the driver arrived, he couldn't take away the old mattress and exchange it as the "Law" tag was removed (Even though I retained the warranty card and all other information). There is NO verbiage on the law tag to indicate that its removal would void out the warrantee, but Sleepys said I should have read the bylaws of the warrantee card. Contacting the store was no help--the sales people were very rude (because they aren't making commission on the exchange), the 800# told me to call [redacted]s directly. [redacted]s told me to call Sleepys. The driver told me that Sleepys has the ability to authorize an exchange, but they are refusing. Not to mention, the credit amount they gave me for the old mattress isn't enough to purchase a mattress in their store today without downgrading and changing manufacturers.Desired Settlement: Exchange of mattress.

Business

Response:

Case# [redacted] On May **, 2013, [redacted] received delivery of a king size Sealy mattress and Modus platform bed. An even exchange on the mattress occurred on June *, 2013. On November **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming her king size Sealy mattress was making noise. 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 to examine the merchandise. Upon receipt of the inspection report, the results revealed the inspector noticed noise radiating from the mattress. According to the manufacturer’s warranty, noise is considered a defect for a replacement. A warranty exchange was created and the delivery was scheduled for December **, 2015. On December **, 2015, Sleepys’ Delivery Team called our Customer Service Department to advise the mattress was missing the law tag. [redacted] were advised we would be unable to complete the warranty exchange without the law tag on the mattress. It is noted Sealy’s warranty card, “the Law tag MUST be retained for warranty coverage. Please keep your sales receipt and Limited Warranty Certificate in a safe place.” Dissatisfied, [redacted] filed a complaint with your agency. A Customer Relations Representative reached out to [redacted] to further discuss her warranty concerns on December **, 2015. [redacted] was offered a partial store credit of $500.00, plus tax as a one-time accommodation for customer satisfaction. She may utilize the store credit to select a replacement mattress of her choice. Additionally, [redacted] was offered a Corporate Discount in conjunction with the partial store credit to assist in absorbing some of the out of pocket cost. [redacted] accepted the accommodation and selected a king size Broyhill mattress. Delivery is scheduled for December **, 2015. Since we have satisfactorily resolved the complaint, we believe no further action is required. If there are any other questions or concerns, please contact Chanelle R[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 will be resolved upon delivery of the new mattress later today.

Sincerely,

Review: I was sold a defective mattress which was deemed defective and it has been almost a month and I still have no replacement. When I purchased the mattress I was not given instructions how the replacement process works and was not told that there are fees associated with this. I have spent hours on the phone with Sleepy's on several occasions. I finally decided to call Sealy the maker of the mattress and they said to send them a copy of the defective merchandise report and they would try to solve my issue. It has been two weeks and I have not received that report because Sleepy's sent it to the wrong address. I asked them to email me the document and they refuse. I asked to overnight it and they also refuse. My wife has had hip surgery which I explained to them and they don't seem to care that her health and well being is at risk here. I cant wait 7-10 more business days for this document because of their own incompetence.Desired Settlement: I want the documents emailed to me so I can get the process rolling with Sealy to get a replacement not have to wait another two weeks

Business

Response:

Case # [redacted]

On December **, 2013,

[redacted] contacted Sleepy’s Customer Service claiming that his mattress purchased

in May of 2009 was sagging. Since this

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

merchandise. Our third party independent inspection company visited [redacted]’s

residence to inspect the mattress. The

results revealed that his mattress was not up to the manufacturer’s standards. Pursuant

to the terms of the manufacturer’s warranty, we advised the customer that he would

qualifies for a warranty replacement for his mattress.

On January *, 2014, we

spoke to the customer and he advised us that he was moving out of state to

Texas. However, he was leaving the defective mattress in NY for us to pick up.

Customer requested that we deliver his new mattress to Texas. We advised the

customer that his new location was outside of our delivery area and he would

have to file his warranty claim directly with the manufacturer.

On January **, we followed

up with [redacted] to remind him that he has a Sleepy’s store credit in the

amount of $526.27, plus tax to use towards his selection of another mattress. The customer requested that we accommodate him

by delivering the mattress to Texas as his move was sudden due to his job. We

offered to deliver the mattress to Texas, however, the customer would be

responsible for transportation fee in the amount of $199.99 and the difference

in price for his new mattress. The customer requested that we send him a copy

of his inspection report so that he can contact the manufacturer directly. On January **, a copy of [redacted]’s inspection

report was mailed out to him.

Upon receipt of this

complaint filed with your office, Sleepy's Customer Relations representative

contacted the customer on February *, 2014. We spoke to [redacted]’s wife.

She advised that they did receive a copy of the inspection report and will be

contacting the manufacturer directly.

We believe no further

action is necessary at this time. If you should require any additional information,

please do not hesitate to contact [redacted] at ###-###-#### or email

her at [redacted]

Review: On Saturday September *, 2015 I went to a Sleepy’s location in T[redacted]. I entered the store and was immediately greeted by Craig. I explained to Craig that I was looking for an adjustable bed and asked if there was something a little more economical than the Tempurpedic. I also immediately explained that my partner was in a bad car accident and that she needed to me in an upright position to feel comfortable while I liked to lay flat. I have done my research on adjustable beds and knew that I needed a split king bed. We tested out a few mattresses where again I asked “If I am down she can be up?” Craig said without a doubt that the bed is split. We ended up going with the Legend mattress. With that done he then said oh this bed comes with the Privia adjustable base half off. Sitting down to pay for the mattress the total came to around $5600. The whole time I was asking questions, confirming that this would help alleviate some of the pain that my partner was feeling while sleeping while mentioning multiple times that she liked to be elevated and I liked to be flat. We completed the transaction and set the delivery date for Sunday September *, 2015.

On Sunday at approximately 4:15 pm the delivery showed up at my home. I greeted the delivery men and was immediately met with a “do you speak Spanish” (in Spanish) I responded no and the man was upset. They looked at the room and started moving the base in. One of the delivery men pointed to the frame and motioned for me to help him move the frame from the room to the curb. Without hesitation I helped as I was more than capable. They brought in the one side of the adjustable bed and could not get it up the stairs as the one gentleman was older and they were yelling in Spanish. Finally after many attempts and banging the base against my walls the base got upstairs. Both bases made it up and then came the mattress. Immediately when I saw the mattress I knew something was wrong. I tried to explain to the deliverymen that this was incorrect as I knew they needed to take it away. They were smiling at me not understanding a word I was saying. I again said no this is not the right mattress as it is one piece and I knew the salesman Craig told me that it was a split mattress and this was a king mattress. I tried to call the Sleepy’s store where I made the purchase and three times there was no answer on the phone line. I then was feeling threatened by the delivery guys as I was the only one home and they were shoving a sign pad in my face. Finally in order to get the delivery men out of my house I signed the pad and they left.

At 5:17 pm I called 1-800-Sleepys and got a woman on the phone who also tried to call the store where I purchased the bed. She tried to call two times and had no answer and then came back on the line asked me to hold on another second and tried again. Finally, the salesman Craig answered the phone and said he would call me within an hour. (Come to find out he was the only rep in the store which is why my calls were not answered). I received a call at 8:30 pm which was not an hour it was three hours. When we had the initial conversation Craig stated that he knew I wanted a split king mattress but that was never finalized. I was turned off by that comment but he said he would handle it and get back to me. I received a call back 20 minutes later with no resolution. Although he did not fail to mention that he was working late on a Sunday to handle this issue. Nothing was handled on the Sunday night.

That night I got into bed to try it out and come to find out the base was incorrectly put together and the bases were not raising and lowering in sync. The bed was leaning and we were unable to sleep on the bed comfortable together and were forced to sleep on a couch and a chair as our other mattress was disposed of.

I did not receive a call on Monday morning until I called the 1-800 number. I spoke with Paul who listened to my issue and was very empathetic. He stated he did not have authority to override the bed swap but that I should go into the showroom. I then received a call from Craig who stated that “the district manager is denying the swap to two twin XL beds. Sorry there’s nothing else I can do.” Well you had no problem taking my money but now that I need help I am left to fend for myself. I was then asked “[redacted].” I responded to that question with a question of my own “How would you feel if your wife, daughter, mother was home alone with two delivery men and was feeling threatened by them and they were not leaving unless she signed the pad?” That question came with no response from Craig. I then explained that I wanted the bed swapped as I was misled or I wanted the bed gone and a refund issued. He had no resolution. He told me to call the 1-800 number and hung up.

I hung up the phone with Craig and called 1-800 Sleepy’s where I spoke with Dave who again I needed to retell the whole story. He went to speak with his manager and was given the authority to do the swap. Finally! A small glimmer of hope! He stated that he needed to have the salesman close the exchange ticket and get right back to me. I did not hear from him by 3:30 so I called. He answered the phone and I was met with “[redacted]” Again I was back where I began. Now on 9/*/15 I have no resolution to my issue and I have been unable to sleep in my new bed!Desired Settlement: I want this mattress and bed gone from my home and want to be issued a refund. I tried to decline delivery and was unable. I refuse to do business with this company who has been giving me the run around for two days.

Business

Response:

Case# [redacted]On September *, 2015, [redacted] received delivery of aSimmons king mattress, two Customatic twin XL adjustable bases, and a mattressprotector.On September *, 2015, [redacted] contacted our CustomerCare Department requesting to exchange her king Simmons mattress for two twinXL Simmons mattresses to match her adjustable bases. [redacted] thought thesales person who assisted her convinced her to purchase the king, which wouldnot be suitable for her needs. [redacted] was instructed to contact thesales person for further assistance with the exchange. On September *, 2015, upon receiving a complaint made viasocial media, a Consumer Relations Representative reached out to [redacted]to assist with the exchange. [redacted] stated she had not been receiving theappropriate assistance from our sales staff in the showroom location. [redacted] was then offered a corporate discount to help with the additionalcost of the twin XL Simmons mattress. Sleepy’s is pleased to advise the complaint filed by [redacted] has been resolved. The discount offer has been accepted, and thedelivery was successfully completed on September **, 2015. If I can be of anyfurther assistance, or if you should require additional information, please donot hesitate to contact Chanelle R[redacted] at ###-###-#### or [redacted]

Review: Sleepys has a mattress company they are selling products fort and the company refuse to give me a new amattress like stated since the mattress protector did not work like they stated they will give you a new mattress if the mattress proctector does does hold up. and they told me that they will not. They did not intially get back to me until almost a year later very hard to get someone on the phonje thereDesired Settlement: I would like a mattress or what I paid for my mattress back

Business

Response:

Case #: [redacted]

On February **, 2012, [redacted] received delivery of a Carolina Mattress Guild king size mattress and two twin extra-long box springs. On July **, 2013 [redacted] contacted Customer Care department stating that she has been trying to contact Guardmaster with a warranty claim numerous times, however, did not receive a call back. We provided [redacted] the correct phone number to Guardmaster and [redacted] contacted us back asking for a copy of her invoice. A warranty claim through Guardmaster was processed and an attempt to have [redacted]’s mattress cleaned failed. After cleaning was completed, stains on [redacted]’s mattress became lighter, however, did not disappear. Guardmaster denied [redacted]’s claim to replace her mattress because too much time elapsed and the entire mattress was stained. Pursuant to Guardmaster’s warranty, they cover small areas only, such as an accidental spill on a mattress.

Upon receipt of the complaint filed with your office, a Customer Relations representative contacted [redacted] and the Guardmaster’s corporate office. We explained to [redacted] the reasons why her claim was denied by Guardmaster. Because [redacted] was dissatisfied with outcome, we advised her she may call the supervisor at Guardmaster to further discuss. In an effort to resolve [redacted]’s complaint, we are offering her a deep discount towards a new mattress excluding Stearns and Foster and Tempur-Pedic merchandise.

If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: I found (2) mattresses at sears for less price than Sleepys contract. Sears had theses 2 mattresses at $140.00 less than Sleepys(found on internet). There are huge signs within sleepys store that guarantee their prices, I actually took photos of bed, frame mattress, models and advertisements. After signing a deal for $4198.31 I expected the 20 percent discount on both mattresses. Sales lady at Sleepys, [redacted].store named [redacted](phone conversation) said that my wife and I had such a "great deal on bed frames" that Sleepys would not need to honor the 20 percent discount on mattresses as advertised.(I think [redacted] is the Sleepys [redacted]) She told me that I needed to talk to my GOD about trust and belief in others.(LIKE she was telling me the truth?) This statement made me upset, this had nothing to do with trust in others , but I just found the mattress at lesser price and expected a better price with sleepys. Upset , I called Sleepys corporate office and spoke with a lady named [redacted], 3 calls to corporate within seven days. They said that salesperson named [redacted] was wrong to speak to me like that,I was right to expect a discount evaluation and there would be follow up to me. Follow up never happened and on 7 day I cancelled the order.Phone # to sleepys corporate office is [redacted]. I think that [redacted] in [redacted] Sleepys store needs correction of some sort, somewhere there are issues within there sales. This should not be for the consumer to take. Trust me on this one, I will get a better nights sleep by filing a complaint about this store and salesperson. Consumers be aware! Thanks, [redacted] and [redacted]Desired Settlement: We only expected a advertised discount... Even Sleepys corporate office said that WE were right! I would not EVER buy any product from aSleepys store(now that I know how they react to a advertised discount). My wife and I feel there are conflicts with Sleepys store personnel, we feel as if we return anything there will be a confirmation because of me filing corporate notifications. Sleepys should give us these purchased products through false advertisements and personal spiritual faith beliefs

Business

Response:

Case #: [redacted]

We are in receipt of the [redacted]’s complaint with your Agency. [redacted] and [redacted] cancelled

a purchase they had made on May **, 2014 because the Mattress Professional was

unable to honor a Price Beat Guarantee.

We want to take this opportunity to sincerely apologize to the customer

as their expectation of great service that we offer to our customers was not

met. We attempted to contact the [redacted]s on July *, 2014. We left a voice mail

message requesting a call back.

We will update this response when we speak with the [redacted] or [redacted]. In the interim please

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

assistance.

Consumer

Response:

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

Sleep's Corporate REP. only wants to increase the price on certain merchandise of our contract to reduce the price match of a competitor on other items. A Poor way of doing business with a contract and a customer whom finds mattress at sears for a lower price after contract was sealed! I hope their ([redacted] gets to see this complaint. Again, consumers be aware!

[Your Answer Here]

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

Sincerely,

Consumer

Response:

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

[Your Answer Here] Sleepys wants to raise the price on certain items of my contract merchandise, only to lower the price on other merchandise within the same contract?They offered a better price second time around (overall value),but we are still not satisfied with this price reduction amount that was offered. I am just a Consumer looking for a good nights rest! Thanks, but No Thanks!

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

Sincerely,

Business

Response:

Case #: [redacted]

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

final offer. Our offer of a corporate discount to the customer is still open if

he wishes to accept it.

While we are sorry that we may lose [redacted] as a customer, we thank him for giving

us the opportunity to attempt to settle his complaint with us.

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

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

assistance.

Review: On July *, 2015 Sleepy's delivered a mattress for my son.

My son was on vacation. After vacation he slept on this mattress only eight nights where it formed two very deep holes in it. My son's weight is only 130 lb.

I called Sleepy's on July **, 2015, it was last day of store warranty, and asked them to exchange this unusable mattress for good one.

This mattress did not hold warranty for even eight days .

I have explained my situation to Sleepy’s: my disabled son has no mattress to sleep on now.

They refused to follow their own 30 day policy of exchange and told me that they will send me kit for measurement to apply for manufacture warranty. Meanwhile my disabled son is suffering.

I have spent $500 for this mattress that which has been used only eight days.Desired Settlement: I would like they exchange mattress ASAP ,and apologize for all inconveniences.

Business

Response:

Case # [redacted]On July *, 2015, [redacted] received delivery of a full size Simmons Beautyrest mattress. She contacted our Customer Service Department on July **, 2015 to advise that the mattress was sagging and requested an exchange. Since this was what would be a potential warranty issue, we informed [redacted] we would file a warranty claim. [redacted] was advised to contact us when home to move forward with the warranty claim. The following day, [redacted] called requesting to take advantage of our Comfort Exchange Policy. [redacted] was informed that she was no longer within the time frame to take advantage of the program. [redacted]’s invoice clearly states “If you are not completely satisfied with your mattress purchase, please contact us no later than 21 days after your mattress delivery to exchange it for a new mattress. You must select the new mattress and receive delivery within 30 days of your original delivery date.” Dissatisfied, on July **, 2015, [redacted] filed a complaint with your Agency. On August *, 2015, a Consumer Relations Representative contacted [redacted] to discuss her concerns. As [redacted] had a potential warranty issue, a claim was filed on her behalf. She was advised that in an effort to expedite her claim; she could email her representative directly with the relevant information. On August *, 2015, the necessary photos were received. Upon review, the results revealed that her mattress was visibly lumpy. It was not being supported by a proper foundation which is required to maintain the manufacturer’s warranty. One of the photographs revealed that the mattress was placed directly on top of her bed frame; which consisted of only three wooden slats. [redacted]’s warranty states that appropriate support with “Use of an open slatted mattress support system in which the spaces between the slats are greater than 2 inches (5 centimeters), without the addition of a solid platform, will damage your mattress and void your warranty.” A message was left for [redacted] to further discuss the findings.On August *, 2015, [redacted] called back and was informed of the requirements for proper support of her mattress. She was advised that in an effort to resolve the complaint and as a gesture of goodwill, Sleepy’s would honor a courtesy store credit for her full size Simmons mattress of $379.99, plus tax. Furthermore, [redacted] was urged to purchase a complete set which includes a solid foundation to remain in compliance with her warranty. [redacted] accepted the offer. Her replacement bedding is scheduled for delivery on August **, 2015. Since we have resolved [redacted]’s complaint to her satisfaction, we believe no further action is required. If there are any other questions or concerns, please contact Chanelle R[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: We bought a mattress from them less than a year ago with a 25 year warranty. The mattress is now sagging about 2" and is apparently defective. We did not buy a new box spring because we were told by the sales rep that we did not need to have a new box spring and the warranty was still valid for the mattress. The person to comes out and evaluated the mattress and box spring said the box spring was just squeaky and only sagged 1/8". Now they telling us that the warranty is not valid since we do not have the matching box spring and the box spring is defective. In other words, trying to blame their 2" sagging poor mattress performance on an 1/8" box spring deflection. So they are not willing to stand behind their defective product.Desired Settlement: We want a refund or at the very least to replace this mattress with another one of equal value.

Business

Response:

Case: #[redacted]

On May **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that

the Simmons king size mattress delivered on September **, 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 did not meet the

manufacturer’s standards and was being used on box springs from an unknown

vendor, which is a condition that voids the manufacturer’s warranty. Pursuant

to the terms of the manufacturer’s warranty, which states “The Limited Warranty

does not apply to and excludes: Mattresses not used with a proper foundation.

Examples of proper support include: Simmons foundation or a supportive, rigid

non-yielding foundation. Queen, Olympic queen and king size must have

sufficient center support”, therefore Sleepy’s denied [redacted]’s request to

replace the mattress.

Upon receipt of [redacted]’s complaint filed with your agency, a Customer Relations representative reviewed [redacted]’s inspection report and determined the current box springs were only

making noise and the left box spring is slightly depressed 1/8”. [redacted]’s

current box springs are not considered defective and in an effort to achieve

customer satisfaction, Sleepy’s will offer store credit in the amount of

$1999.99, plus tax. This amount reflects the original purchase price. We highly

suggest [redacted] utilizes the credit towards a new set to avoid any issues in

the future. Sleepy’s attempted to reach [redacted] to no avail and kindly left

a detailed message on his answering machine of the offer.

Since we have satisfactorily resolved [redacted]’s complaint, we believe that no further action is required

at this time. If I can be of any further

assistance, or if you should require additional information, please do not

hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: My mattress was inspected on jan **,2015 and was deemed defective. I received a statement saying it was defective and that I would receive a credit or pick out something else.on February *,I called sleepys and asked for the same mattress.on[redacted],February[redacted],the drivers came and said it was stained.sat in their truck for awhile,called someone,and said sleepyys is not gonna take it back.also,I had just purchased a bedding set that morning and cancelled.Desired Settlement: Replace mattress

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon receipt of this complaint from your office [redacted] invoice was accessed. Our records indicate that [redacted] exchange was completed on February **, 2015 between the hours of [redacted]. Since we have reviewed [redacted]’s complaint and confirmed a completed exchange we do believe no further responses are required. If I can of any 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 dealt with a very nice salesman when I purchased my $1300 mattress set a few weeks ago. I had originally liked the $1200 plush version of my mattress, but he convinced me since I was getting a king bed that I would be growing into in the future, I should get the $1300 firm set (he reasoned that, even though I liked a very soft mattress, most consumers prefer firm so a future husband/partner might not like the plush). He could sense I was apprehensive and explained that if I didn't like the more firm version, I could do the comfort exchange. He further explained that there was a $150 "restock fee" that would be applied as a credit off my future purchase but no delivery fee, so "worst case scenario, you pay $50 and get the plush mattress." I was satisfied with these odds and bought the firm against my better judgment. Now, I hate my mattress and cannot sleep at night, so I called to do the comfort exchange. The salesman is apparently not working this week and the salesman at the [redacted] location ([redacted]) had never heard of a comfort exchange. He stared at me in silence as I asked him to help me then rudely walked away and sat on the phone having 1800sleepys explain to him how it worked. I asked to speak to the [redacted] and he told me I could walk 5 blocks and 1 avenue in the torrential rain to go see the [redacted] at his other store. Stupidly, I did this. When I walked in and asked for the [redacted], he said "just so you know, we close in 15 minutes so I can only help you until then." Disgusting. Then, he too did not understand how the comfort exchange worked. Finally, I learned that I would have to pay both a $99 delivery fee and a $150 restock fee even though the mattress I wanted to do the exchange for is now on sale and over $300 cheaper than the mattress I purchased. Not to mention the fact, that I already spent $99 delivery fee on top of the cost of this mattress. I spoke to a lovely woman, [redacted], on the phone who helped get the $99 delivery fee waived, but this is not enough for me. I refuse to pay $150 to exchange something I was fraudulently induced into purchasing. Had I known this was the policy, I never would have purchased the firm mattress. At the very least I would have come back the next day after sleeping on my decision. But, I guess Sleepys only cares about making a sale. I had even discussed buying the bed for my guest bedroom with the original Sleepys salesman, but am so glad I did not go through with that. I am so disappointed and exploring how to file a formal complaint with the FTC so that this does not happen against anyone else. I am sure there are others in my position. Sleepys, if your salesman get your policy wrong, your consumers should not be responsible!Desired Settlement: Ideally, Sleepy's would allow me to exchange my mattress without the additional delivery fee and by applying the $150 "restock fee" as a credit off of whatever mattress I select. So that if the mattress I select is $300 cheaper than the one I originally purchased like it is now, I do not have to pay a single dollar for my new mattress.

If they cannot do this, then I would like to return the entire purchase (mattress, box spring, mattress cover, pillows) for a full refund, including original delivery fees and will purchase everything again somewhere else. Otherwise, I plan on also contacting the FTC.

Business

Response:

Case #: [redacted]

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

Upon receipt of the complaint [redacted]’s invoice was reviewed. In the pursuit of Customer Satisfaction [redacted]’s Comfort Exchange fee in the amount of $150.00, has been waived as a courtesy.

On October **, 2014, [redacted] was contacted by a member of our Customer Relations Department where she was advised of the accommodation and her exchange scheduled for October **, 2014.

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

Consumer

Response:

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

Sincerely,

Review: CAUSING BOTH MY HUSBAND AND I TO HAVE BAD BACKS, IT FEELS LIKE YOU ARE IN A BOAT ROLLING OFF THE BED. I WAKE UP ALL NIGHT LONG, GO TO THE COUCH TRYING TO RELIEVE THE PAIN. GOING TO A HOTEL ONE WEEKEND REALLY PROVED IT IS THE BED NOT MY BACK. THE MATTRESS PERSON THAT CAME TO THE HOUSE DID NOT DO A PROPER INSPECTION, AS HE DID WHAT THESE COMPANIES PAY HIM TO DO, SAY THERE IS NOT A PROBLEM, SLEEPYS NEEDS TO BACK UP THE WARRANTY, (20 YEAR) AS THIS PURCHASE WAS DONE ONLY A LITTLE OVER A YEAR AGO I FEEL I HAVE BEEN GIVEN THE RUN AROUND WITH THIER CUSTOMER SERVICE, I WENT TO THE STORE TO MAKE A COMPLAINT AND THAT SAME NIGHT (9 PM) THEY CALL AND SAY HE WILL BE HERE THE NEXT AFTERNOON, NOT GIVING ME A CHANCE TO CHANGE MY WORK SCHEDULE, SO MY HUSBAND WAS HERE, LETTING THE PERSON DO THE WORK, BUT NOT TAKING INTO ACCOUNT WHAT THE PROBLEM IS, THAT SITTING ON THE SIDE OF THE BED YOU GO ALL THE WAY TO THE BOX SPRING. MY DAUGHTER SAYS IT FEELS LIKE IT'S HOLLOW.Desired Settlement: I HAVE BEEN PLAYING PHONE TAG WITH CUSTOMER SERVICE LONG ENOUGH, SHE HAS ANSWERED HER PHONE ONE TIME. I FEEL THEIR LEVEL OF ASSISTANCE NEEDS HELP. THE COMPANY THAT PRODUCED THE MATTRESS, KINGSDOWN, IS EVEN WORSE, BUT SLEEPY6'S IS SELLING THEIR PRODUCT SO HENCE LIABLE TO FIX THE PROBLEM.

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted]

contacted Sleepy’s Customer Service

Department claiming that the Kingsdown Sleeping Beauty king size mattress

received on February *, 2013, upon doing an exchange was sagging. 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

third-party independent inspection company delivered measurements that revealed

that the mattress and the box spring met the manufacturer’s standards. Pursuant

to the manufacturer’s warranty, [redacted] was informed the mattress and

box spring were ineligible for a warranty exchange. [redacted] was offered

to select a new mattress at an accommodating price. The manufacturer’s limited warranty clearly

states “This warranty does not apply to

Comfort Preference and Body Impressions. Kingsdown will not consider normal

body impressions to constitute a defect in material or workmanship for purposes

of this limited warranty.”

On April **, 2014, [redacted] spoke with a supervisor in our Customer Service Department to

express her dissatisfaction on the outcome of the inspection. [redacted] was

informed the mattress at this time could not be exchanged under the warranty

and the only option was new bedding at an accommodating price. Dissatisfied

with this answer [redacted] filed a complaint with your agency.

In an effort to resolve, [redacted]’s complaint, Sleepy's can offer to send a home inspection kit to

her residence to have her perform the inspection or as mentioned before we can

offer [redacted] an employee discount on another set or mattress of her

choice, excluding Tempur-pedic.

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

###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]After paying $ 2200 for a mattress and box spring set that I may remind them I am still paying for, they offered us a new set for $700, which is the amount I still owe. They have dragged this out for months now and it is now effecting my health. My back hurts so bad everyday and not getting my sleep or my husband his. the bed feels like sleeping on a boat. tilted over. rolling into a pit. if you sit on the side of the bed you go all the way to the box spring. and this is one of those high profile mattresses! offering to send me test kit....I wanted an inspection done in a timely manor. to call at 9:00 pm on a sunday night to say they would be here the next day, not allowing me time to change my work schedule, or to listen to my husband as to what problem is, then for him to damage the box spring. the only conclusion I can take from this is delaying tactics. Since we bought a "quality" mattress, I feel we are being taken for a ride. When we exchanged for this set, we made a substantial upgrade. Sleepy's is trying to make it seem like I am trying to pull something, I assure you that is not the case. This long weekend, I will print some pictures we have taken and mail them out if you want. This is not going away. I am getting frustrated with how the manufacturers inferred warranty is not worth the paper it is printed on. Since Sleepy's is the company selling their merchandise they are ones to be dealt with. Someone needs to help us. I can try and post the pictures to [redacted] if you like. They have made it impossible to even hear their name in a commercial, I want to throw something at the tv! Do I need an attorney? How can this be resolved? Without it costing us more money, as it went from $1700 to $2200 now try and add another $ 700! I think they have gotten enough of our money, it does not grow on trees. We are just working stiff, not made of money.

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

Sincerely,

*

Business

Response:

Sleepy’s is in receipt of the rebuttal regarding Case #[redacted]. Upon receipt of the rebuttal filed a

Customer Relations attempted to contact [redacted] in hopes of resolving

her complaint, however we were unable to reach her.

Contrary to the manufacturer’s warranty and Sleepy’s well-established policies, but as an accommodation to [redacted], Sleepy's will offer her a partial store credit of the mattress in

the amount of $1,000, plus tax. With this credit she may select ANY merchandise

of her choice of equal or greater value. If [redacted] should choose merchandise of a higher value, she will

be responsible for the difference in price, plus tax, as well as the applicable

transportation fee in the amount of $99.99, plus tax.

If [redacted] should choose to accept this offer, please have her contact me at the phone

number below. We will continue working with [redacted] in an effort to resolve her complaint. If can be of any further assistance or if you

should require additional information, please feel free to contact [redacted] at ###-###-#### or [redacted].

Review: On November [redacted], 2013 I purchased a mattress from Sleepy's. I was told that they needed to verify my checking account because I have bad credit, but that they would not be deducting money from my account directly. They sent me home with the bed, and said to sleep on it for at least two days before I decided if I liked it or not. On the [redacted], I wanted to return the bed because I found it to be uncomfortable, but they said that their computers were down so they couldn't help me. On the [redacted], they sent me a new bed. On Saturday Nov.[redacted] I viewed an e-mail that was sent on the [redacted] from Progressive Finance stating that they were going to take out $412 a month from my checking account. I called them and they stated that I had signed a contract that would allow them to take the $412.50 out of my account. When I told them I had not received any contract I requested they e-mail it to me. Sleepy's never showed me a contract, or provided one for me to take home. Had I seen this contract, I would not have purchased the bed. I never agreed to allow anyone to automatically deduct money from checking account.Desired Settlement: I would like my $600 returned to me.

Business

Response:

Case #: [redacted]