Sleepy's

Review: I bought a mattress set on 3/**/2014 and with in weeks the the mattress was sagging on the sides causing back pain. Sleepys told me my warranty was voided because I did not have a third rail which was NEVER metioned to me.I do have a middle piece.Desired Settlement: I would like my money back or a new box spring and mattress.

Business

Response:

Case#: # [redacted]

On March **, 2014, [redacted] received delivery of a King Koil Ortho Posture queen

set. On April **, 2014 the customer contacted our Warranty Support

Department to file a claim as the mattress was allegedly sagging. We

coordinated with an independent third party Inspection Company to inspect the

customer’s mattress and box spring. The results revealed that customer’s

set was improperly supported as their frame does not have center support.

We have reviewed the customer’s inspection results and while the mattress set

shows significant depression, it is not at the measurement threshold where we

would have deemed it defective should the support have been adequate. None the

less, we reached out to the customer on June *, 2014 and he agreed to upgrade

his frame. We will offer him a credit of $259.99 which he can use towards replacement

of his set.

We believe no further action is warranted at this time. If you should require

additional information please contact [redacted] at ###-###-#### or [redacted]

Review: We purchased a mattress back in May and was charged a delivery fee. The mattress deteriorated and I called them at the end of August to file a warranty claim. The mattress was deemed to be structurally defective. I called them after 2 weeks that their inspector came out to photograph mattress after not hearing from them in the allotted 2 week review period. We were credited the purchase price less a delivery fee to go and select a new mattress. We did purchase a new mattress which was more money. I called them to ask if they would refund the delivery fee and they refused. They said it was a service that is charged by an outside company. We were not charged delivery on the new mattress.Desired Settlement: I would like a refund of the $107 delivery charge for my inconvenience.

Business

Response:

Case #: [redacted]

On August **, 2014, the [redacted]’s contacted our Customer Service Department claiming that the mattress they purchased from Sleepy’s in May 2014 was sagging. 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 the [redacted]’s mattress only. On September **, 2014, the [redacted]’s warranty claim was completed.

On September **, 2014, [redacted] phoned into our Customer Care Department to express her dissatisfaction with the original delivery fee of $99.99, paid in May 2014. [redacted] escalated her complaint to a member of management where it was explained in detail the original delivery fee is non-refundable. The delivery fee is a requirement for the delivery services provided and unable to be restored. In addition; it was explained delivery fees are not required on warranty claims thus, bringing clarity as to why a delivery fee was not requested on the warranty exchange completed on September **, 2014. In review of the [redacted]’s complaint a refund of the original transportation fee in the amount of $99.99, plus tax cannot be refunded.

We apologize for any inconvenience this may cause the [redacted]’s. Since we have reviewed the consumer’s complaint we believe that no further responses are 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. They contacted me this morning and stated that after reviewing my complaint they would credit me $50 which I agreed to. I also wanted to let you know that they deleted my post on [redacted] regarding this matter. When I mentioned this to the customer rep she replied that they have protocol that they follow. Since when is removing negative comments a good protocol. This is not a good company. I do regret dealing with them and certainly will not in the future.

Sincerely,

Review: I entered a Sleepy's mattress store on October **, 2013 to purchase a full-size mattress for my 3-year-old daughter. I explained to the sales associate that my daughter and occasionally myself would be sleeping on the mattress. The associate directed us to a few different options that he felt would meet our needs. As I've never owned a memory-foam mattress the idea of owning one seemed like an option worth taking. I followed the associate to his desk while he processed the sales transaction. He asked me to sign for my purchase and provided me with a receipt. He also informed me that the mattress I had chosen would be ready for pick-up, most likely, on Tuesday Oct. [redacted]. I thanked him and we left the store. I contacted the store to inquire as to whether my mattress was ready for pick-up. The associate that picked up the phone, did not take any information from me other than my name and replied that my mattress was not in. I called into the store the following evening and spoke to someone that took my information and informed me that my mattress was in. I picked the mattress up that evening and took it home. After attempting to sleep on it a few times over the course of a week. I decided it was entirely too uncomfortable to fall asleep on. I went to review other options at the store and a different sales associate informed me of the fees and exchange policies I unknowingly signed during my initial purchase. This new associate convinced me it was less costly to purchase a new mattress and sell the one I had planned to exchange on my own. I attempted to sell the previous mattress on my own and it is much more difficult than expected. As a customer I am very unsatisfied with the fact that the exchange policy was not explained initially especially since it involves fees that total more than 50 percent of the original cost. I am also upset that a sales associate would assume that I was not interested in a more costly option that would have been more likely to fit my needs.Desired Settlement: I contacted the corporate phone number to ask for an alternative. The representative placed a complaint and a district manager called me. He confirmed that the purchases I made we optimal and that I should attempt to sell the original mattress in order to avoid the inevitable costs incurred during an exchange. He also informed me that the exchanges team typically does not offer to wave any of these previously mentioned fees. I need assistance getting value out of my original purchase.

Business

Response:

Case

#: [redacted]

On October **, 2013, [redacted] purchased from Sleepy’s a Classic Acclaim 8” Visco full size mattress. [redacted] picked up the mattress from her local showroom on October **, 2013.

On

October **, 2013, only three days after receiving the mattress, [redacted] went

back into her local showroom claiming to be dissatisfied with the comfort of

the mattress. [redacted] was advised that she could exchange the mattress under

the “Satisfaction Assurance” Policy. The Exchange

Policy specifically states that each customer is entitled to one Comfort

Exchange and the exchange must be for merchandise of equal or greater value and

he/she would incur a disposal fee in the amount of $150 and a transportation

fee of $99.99, plus tax, the law tags must be attached and the merchandise must

be in sanitary condition, clean and free of rips, tears, burns and stains of

any kind or the exchange will not be completed. The Satisfaction

Assurance Policy is prominently displayed in Sleepy’s

showrooms and is also printed on the invoice [redacted] received at the time of

purchase. Instead of taking advantage of the exchange policy offered, [redacted]

decided to purchase a new mattress altogether leaving her with now two (2)

mattresses in the residence. [redacted] picked up the mattress from her

local showroom on October [redacted] 2013.

On

November **, 2013 and November **, 2013 we attempted contact with [redacted]

with no success, however a message was left. Sleepy’s is willing to step

outside of company policy and offer [redacted] a partial refund in the amount of

$160, plus tax or [redacted] has the

option of being able to exchange the Classic full size mattress within one (1)

year from the original pick-up date under our “Satisfaction Assurance Plus”

program. [redacted] will be able to select any merchandise of her choice of

equal or greater value upon paying the applicable premium fee of $59.99, plus

tax. Sleepy’s will waive the applicable delivery charge of $99.99, plus tax as

a courtesy.

If

[redacted] should choose to accept either offer, please have her contact [redacted] at ###-###-#### or via email at [redacted]. Since we have

attempted to resolve [redacted]’s complaint to her satisfaction, we believe that

no further action is required at this time.

I bought a king size Kingsdown Valencia mattress in December 2013 and we had problems from the start. After ordering the mattress they somehow couldn't find it in the warehouse. This is altering setting up the $1,600+ payment. So I get a call saying they'll let me have another mattress for the same price but since I have no idea what that mattress is I'll have to go into the store again. Then as I'm going to the store the original mattress appears and now they can deliver it. The delivery guys were fine. It didn't take long though for the mattress to start sagging on both sides. I own a platform bed so I added more slats underneath, still bad. I ordered low profile foundations, still bad. We've tried rotating it every way possible but it will still turn you into a taco overnight and both my girlfriend and I have back pain every single morning.

We called customer service and were told to contact the "mattress marshals" who send you a kit to measure the mattress for sagging. This kit consists of a piece of string and a paper card to measure any low spots after laying the string across the bed, with nobody on it. I'm glad they've gone to such high tech lengths to make sure I'm satisfied with my $1,600 purchase.

Customer service doesn't care we're in constant pain and can't sleep or that my girlfriend is now going to the doctor for sleep studies because we're both exhausted. Get the constant run around from customer service and have offered a discount on another mattress like I'm going to give them even more money! Now they said they can check the measurements again in March. Just go a few more months in pain and sleeping horribly. Yeah that sounds like a great plan for our health. The mattress now lays against the wall in our basement waiting for them to let me return it. Avoid these guys like the plague.

I offered them 2 ways to rectify this situation: Refund my money or swap it with the Tempur-Contour Supreme mattress. They say they won't do either but continue to post on social media they'll do whatever it takes to make me happy.

Review: On the morning of April [redacted], 2014 I saw a Sleepy's commercial on CBS advertising a one-day sale with free delivery. That same morning my wife, [redacted], went to a Sleepy's store located at [redacted] in Manalapan, NJ (zip code [redacted]). She purchased a mattress but was charged $99.99 for delivery with an additional $7.00 in tax for a total of $106.99. The store employee said that he was obligated to charge for delivery despite the ad. On the afternoon of April [redacted] I contacted Sleepy's at ###-###-####. I spoke to a representative named [redacted] who claimed my wife did not make any purchase on the date of the sale and refused to solve the matter. I was told the confirmation number for my conversation with [redacted] was the order number for the purchase, which is [redacted].1. As of this moment the $106.99 that I was charged is in dispute with American Express. I have already contacted CBS and will receive a copy of their broadcast shortly.Desired Settlement: I wish to be refunded the $106.99 on my American Express credit card.

Business

Response:

Case #:[redacted]

On April *, 2014, [redacted] entered Sleepy's showroom to take advantage of an in store sale. According to the

notice from your agency, [redacted] stated he heard a commercial advertising

free delivery. This would be considered true, however not for the bedding that

was purchased. [redacted] purchased a Sealy Posturepedic full size set on

sale for $379.99. The free advertising mentioned was for any Tempur-Pedic or

Serta I-Series purchase.

On April **, 2014, [redacted] contacted his local showroom regarding the advertisement and was informed the

“free” delivery being advertised was for selected merchandise only.

In regards to [redacted]’s complaint, a refund would not be warranted in this case. The delivery charge of

$99.99, plus tax is standard for all orders in which Sleepy's delivers

merchandise to a consumer’s residence. We apologize for any inconvenience and

as a goodwill gesture we would like to offer [redacted] complimentary

pillows. 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].

I purchased a Simmons Beautyrest Legend Plush Mattress from Sleepy's and they are refusing to exchange it after I explained them that the mattress was delivered damage and defective. I emailed them the pictures and they won't help me. The mattress and the spring box have holes and dirty. They suppose to be a new set and looks like old and used. Please do not purchase from this company.

Review: Very unhappy about the dishonesty, the whole experience, nothing was don't professionally. I had to do the sales rep job with customer service. First off, the sales person in the [redacted] store was very deceptive. It's bad enough of the amount time I wasted in that store, but I had to deal with dishonesty. The sales rep wanted to sell us a floor model at full price because it was a discontinued model. But more importantly, he wanted us to pick up the mattress from the store while the boxspring would be delivered. When I asked if I could receive a discount for it being a floor model, he adamantly refused. When I got my bill, I looked at it and found that the two mattress covers that he said I would receive for free were costing me $99 each! He was also charging me for deliver when the store commercial stated "free delivery". I had to make two additional calls to customer service and waste more of my time trying to correct these errors. During the first call, I found out that there was another model of the mattress we wanted in another store and it could be delivered. Before I got the issues resolved, both customer service and the store were playing games and blaming the other for the issues at hand. I finally had to return the two mattress pads because I refused to pay $99 for each one even though your sales rep failed to disclose this information at the time of purchase. And in additional, I was told that my warrantee would not be valid if I returned these two items. This is not the way to do business if you want to stay in business. In additional to writing this letter, I am also contacting the Revdex.com regarding this whole experience. Today I saw a commercial for free delivery again and now a free tv with purchase of bed;Desired Settlement: Billing Adjustment I WILL NEVER BUY ANYTHING NOT REFER ANYONE TO THIS STORE

Business

Response:

Case #: [redacted]

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

Our records indicate that a [redacted]’s Progressive financed account was credited $211.98 reflective of two returned queen size Fabric tech bed liners.

On March *, 2013, the consumer reached out to our Customer Care Department at 1:58pm where she requested to have her delivery fee waived or she would cancel her purchase; the consumer at that time requested a [redacted]. In the transfer attempt [redacted]’ s call was disconnected the [redacted] followed up with [redacted] to discuss her concerns regarding the delivery fee. It was at that time on a recorded call the consumer was advised in great detail the delivery fee will

be deducted from the price of the mattress; the consumer understood the accommodation and the transaction was completed, at this time there is no

monetary compensation in order for the consumer reflective of a delivery fee.

Since we have reviewed [redacted]’ s complaint we believe that no further responses are required. If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Had to put in a claim for a defective mattress. Salesman told me an inspector comes to the house and does the claim. NOT TRUE!! Sleepy's sent us a kit and we had to take the bed apart and take several pictures and measurements ourselves. Then we had to email the pictures, and a picture of a review from that they want, to them. Pics don't go through. I spent hours on the computer. Called their warranty service and had to send 2 pics at a time to customer service rep. and she had to put the claim in for me. Then, they say they will let you know the determination in 7 business days. HA! Called several times, and finally spoke to a manager. Got a credit not a refund. Forced to buy another bed from them for more $. I WILL NEVER BUY A MATTRESS FROM THEM AGAIN!!!!!

Review: The Mattress was delivered on 9/*/13. By that evening there was a parculiar odor in my bedroom. The followinbg morning I woke up feeling like I couldn't breath properly. Each day for the next 5 days the odor become stronger and my sleeping patterns changed drastically. My skin started smelling different and I finally realized it had to be the Mattress causing the problem. I called Serta the company who makes the Mattress and I was told that this particular Mattress was filled with Memory Foam and Cooling Gels which were filled with chemicals and gases. They stated some people are allergic to these gases and chemicals and I should contact the seller. I also contacted The Mattress experts who informed me about the chemicals and gases and how that are released from the Gel and Memory Foam. They stated that these chemicals are harmful and the Mattress should be returned. They stated that when the chambers in the Mattress break down they release these gases which can be detrimental to a persons respiratory system especially in cases where people have severe [redacted] and [redacted]. I have severe [redacted] and [redacted]. I immediately called Sleepy's on Rt 4 in Paramus where the Mattress set was purchased and they tried there best to help me in every way they could. They told me there was no refund but an exchange could be done for the same price or more. I went to the store to pick out another Mattress set and once I did I was told I was going to be charged a service charge of $125.00 to return the Mattress and also a re-delivery charge of $99.00 for the exchange. I wanted a full re-fund but was agreed for an exchange only to work with the salepeople who were so willing to help me and my situation. When I was told about these charges I questioned them stating I only have the Mattress for 6 days and its affecting my health. No one ever explained to me when purchasing this Mattress set that it had chemicals and gases in it that would be released and could possibly make me sick. I did not want to pay the extra charges and the sales people at the store said they would try there best to contact regional and see if they could over ride them. They informed after calling that the company would not refund my money nor would they over ride the 2 service charges . This is ridiculous and should be addressed immediately. There is no reason for a company like Sleepys to first off overlook explaining what is in the Mattress set they sell and that in fact it could affect a persons health.Desired Settlement: There is no reason why a company like Sleepys should not back up the products they sell. There is no reason why a company like Sleepys should overlook explaining that the product they are selling a customer is in fact filled with chemicals and gases that can by and large make a person sick and be detrimental to their health. I want a refund for the service charges of $125.00 and the second charge of $99.00. I was also sold 2 pillows which were very expensive also containing the same memory foam and cooling gel filled with the same gases and chemicals that I want refunded that cost $150.00 which Sleppys would not take back. By and large I want a refund of $374.00. Not only did I waste hours in 2 different stores concering my purchase the Mattress I purchased could have caused major damage to my health. I am not looking for any compensation or to further make a case concerning the risks that occurred and how Sleepys never explained the fact concerning memory foam and cooling gel gases etc. Again I am willing to exchange the Mattress set for another but I want to be credited the charges stated above equalling $374.00

Business

Response:

Case #: [redacted]

Review: I received a collection notice for monies I do not owe. I do not have an account with this company. I would like for my name to be removed from this account.

1). Called debt recovery solutions at: [redacted] on 01/**/14 @ about 9:55 I spoke to [redacted] she requested my social security number. I provided the last four digits. She indicated that the numbers were wrong. This account would have notes indicating my complaint and so forth. Yet ...

2)I received another notice. This time I contacted Sleepy's @: [redacted] on 05/**/14 around 15:35. I spoke with a woman by the name of: [redacted] ? She asked me for my number I gave her my home number: (which I have indicated as my evening number) she confirmed that I didn't have an account with them.

I have made purchases with Sleepys but it has been with a debit card. I have not giving consent or requested credit from this company.

Thank you for looking into this matter in advance.Desired Settlement: To have my name removed from this account.

Business

Response:

Case# [redacted]

Sleepy’s is in

receipt of [redacted]’s complaint. [redacted]’s is currently receiving

collection calls from a collection agency.

Upon research of [redacted]’s account, it was noticed that she paid cash

and there would be no reason for a collection agency of our hiring to contact

her. We put in a request with the agency

to ask them if they are aware of the situation and they do not recall sending

[redacted] letters or having called her.

[redacted] sent me copies of the letters and I intend to have our

accounting department review them with the Collection agency. As a result of

reviewing the collection notices, we were able to find an order under a

different customer code made in 2009. We

are maintaining contact with [redacted] and will come to a resolution once the

investigation is complete.

As we take thesecomplaints very seriously, we will continue to work with [redacted] to resolve

her complaint. If you should require anyadditional information do not hesitate to call [redacted] or email [redacted]

Consumer

Response:

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

[Your Answer Here]

I am not satisfied with Sleepy's reply. Actually, admitting that you located this alleged account under a different customer code just affirms my statements. I did send them an email after I received the reply from the polite lady assigned to assist with this matter.

I have attached the response I sent. Pleas help me in resolving this matter that has clearly been made in error. Thank you in advance for your assistance in resolving this matter. [redacted]

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 rebuttal. An order was placed in 2009

and was financed through our in house financing. On the day of delivery, [redacted] cancelled

her order. Unfortunately and very much

out of ordinary due to an error, the order was closed as if it was delivered to

the customer. We sincerely apologize for

any inconvenience this may have caused [redacted]. We have corrected this

mistake and reached out to collection agency with request to clear [redacted]’s

records.

If you should require any additional information do not hesitate to call [redacted] ###-###-#### or email [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for looking into this matter with integrity and expeditiously. I am satisfied that this error has been corrected. I strongly recommend that this company's billing practices be reviewed, thoroughly!

Sincerely,

Review: On December **, 2013, I purchased a cover, and Queen orthopedic posturepedic mattress guaranteed not to have bed bugs. The mattress has bed bugs and I had to get n exterminator. I spoke with a representative and he denied the mattress having bedbugs but the exterminator confirmed it had them.Desired Settlement: I want the mattress replaced, bedbug free and reimbursement of my extermination fees.

Business

Response:

Case#: [redacted]

On December **, 2014, [redacted] received delivery of King Koil Ortho Posture

queen set and on January *, 2014 she purchased a mattress protector from one of

our showrooms. On April *, 2014, the customer contacted our Customer Service

Department to file a bed bug claim. We contacted her on April *, 2014. Customer

stated that the bed bugs were found on her mattress and she was advised by exterminator

that the bed bugs originated from her bed. The customer requested that we reimburse

her for her fumigation cost and replace her set.

We advised customer that we do not assume responsibility for bed bug infestation

and we do not reimburse for fumigation cost. However, if customer has her home

professionally treated and agrees to sign a Release Letter we will assist her

with replacing her merchandise by offering her a deep discount on her

replacement merchandise. Customer refused this offer when we offered it to her

April *, 2014. This offer is still available to the customer and we will continue

to work with her to resolve her complaint.

We will update this complaint when we have reached a resolution with the customer. In

the interim, if we can be of any further assistance or, if you should require

additional information please do not hesitate to contact [redacted] at

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

Review: My wife and I purchased a mattress from sleepy's along with a headboard. While the sales process was relatively simple and the price somewhat reasonable, the delivery process was HORRENDOUS. After attempting to deliver three times it was finally determined that we should have never been sold that mattress/headboard combination. After many, many phone calls and being given the run around by all parties involved ([redacted])we have yet to receive any compensation or even our actual purchase. About a week later Sleepy's agreed to compensate us by selling us a bed that would fit our mattress at a discounted cost. A month later we are unable to get an answer as to when the bed will be delivered. Nobody seems to know anything, we are constantly being lied to, and we currently do not have a bed. In all the transactions that I have completed in my lifetime this by far has been the worst. Sleepy's is the most unprofessional, arrogant company that I have ever dealt with.Desired Settlement: Refund of entire purchase along with delivery of the bed that I was promised. After all the anguish and stress that this has created Sleepy's can afford to take the loss.

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 reviewed. Our recirds indicate [redacted]’ merchandise is not available for delivery until December *, 2014. In regards to the consumer’s inquiry of compensation it appears the consumer has submitted a dispute with [redacted] in which his funds has been placed back on his [redacted] card.

Since we have reviewed [redacted]’ complaint, we believe that no additional responses are required at this time. If the consumer has any additional concerns he can reach out to me directly at the number provided below. If you have any further questions please contact me at [redacted] at ###-###-#### or [redacted].

Review: In the past I was satisfied with the quality of mattresses purchased at the Sleepy's on [redacted] in [redacted]. However on November **, 2013 I purchased a full queen and double posturepedic plus set to be delivered in [redacted]. The problem is that the queen set is horrible and extremely mushy. I went back to the store in [redacted] to check and what was delivered is definitely not the model we tested on the showroom floor. When I complained I got a royal runaround from everyone including the main Sleepy's customer service number as well as the stores in [redacted] and [redacted]. I thought this was a reputable company but apparently not as you cannot trust them to deliver the product you paid for and they do nothing but dodge responsibility. I would not trust them and I would absolutely avoid purchasing anything from Sleepy's and this store!!Desired Settlement: This has been a ridiculous situation and waste of my time. In addition I have back problems and have lost many nights of sleep with back pain because of this. I want my money back!

Business

Response:

Case #: [redacted]

On November **, 2013, [redacted] purchased a two Sealy Posture-pedic plush mattress sets one full and one queen, one full size metal bed frame, and one queen size metal bed frame.

Upon receipt of this complaint from your office [redacted] invoice was accessed and reviewed. We were unaware of any dissatisfaction regarding the consumer and the merchandise purchased in November 2013. To date our records indicate that [redacted] has not reached out to our Warranty Support department where all calls are recorded to file a warranty claim or to obtain proper instruction on how to proceed with her warranty concern.

At this time due to the consumer’s location it is required that she contacts her manufacturer directly [redacted] at ###-###-####, so they may assist her with the warranty claims process. I have attached the consumers invoice copy as her proof of purchase. Since the consumer has been advised we believe no additional responses are required. If I can be of any further assistance or if you should require additional information, please do not hesitate to 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:

I have read the response from the business and I feel that the matter is not resolved. The letter indicates that there were no complaints from [redacted]; however there were from me, the husband [redacted]. I called the Sleepys in [redacted] and per their guidance I called the main customer service dept. this department then said that since our location is too far away from a main Sleepys store I would have to call the manufacturer. I did so and they then advised that I would only have a claim if there were permanent deformities in the mattress such as an indentation of over two inches. I closely compared the mattress I bought with the same model in the store in [redacted] and it is absolutely not the same mattress. Specifically, the mattress in the showroom had barely any sag when I sat on the edge whereas the mattress I received has a sag of 3-4 inches; it is also a much softer mattress overall. Because of this and because I have been a frequent customer my contention is that I was not delivered what I purchased so I should get my money back.

[redacted]

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 rebuttal regarding [redacted].

In accordance to the consumer’s rebuttal he has in fact reached out to the manufacturer and acquired their required guidelines. As rebuttal states: “I did so and they then advised that I would have a claim if there were permanent deformities in the mattress such as indentations of over two inches”. Sleepy’s is a vendor of the manufacturer which is their own separate entity and the constructor of the merchandise in which the [redacted] is expressing concern.

At this time we suggest the consumer partner with the manufacturer in accordance to their request to ensure assistance is obtained. To reiterate the prior response the consumer is out of Sleepy’s service area which results in the consumer directly resolving with the manufacturer.

On October **, 2014 @1:49 p.m., a member of our Customer Relations Department attempted contact with the [redacted]’ to discuss their dissatisfaction with the manufacturer. As a result a detailed message was left extending the offer of conferencing the call with the consumer and manufacturer to ensure clarity is obtained. The consumer can also contact the manufacturer directly at [redacted].

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

Review: CUSTOMATIC ADJ BASE PURCHASE, WE HAVE CONTINUOUS MECHANICAL REPAIRS, AS WELL AS SCHEDUING APPT WITH THE WARRANTY CO FOR A CUSTOMATIC ADJ BASE... PURCHASED 1/*/2014 FROM SLEEPYS,[redacted]. TO BEGIN WITH,ON DELIVERY THE UNDERBEDDING LIGHTS WERE BROKEN,DAY OF INSTALLATION, THEY SHIPPED ME THE PARTS TO INSTALL MYSELF,THEN ON 2/**/14,THE FOOT MASSAGE WAS NOT FUNCTIONING, ON 3/*/14 THE TECH INSTALLED THE FOOT MASSAGER,THE TECH MENTIONED THERE MAYBE AN ISSUE W/THE CONTROLL BOX, WE CONTACTED CUSTOMATIC TO LET THEM KNOW THE FOOT MASSAGER ON 3/*/14 WAS STILL NOT FUNCTIONING. 3/**-NEXT THE CONTROL BOX WAS THE TROUBLE(NOTED FROM THE TECH FROM LAST VISIT)WAITING ON ANOTHER CONTOL BOX AND FOOT LIFT, REC'D THE PARTS 3/**/14, UPS, PARTS WERE NOT SHIPPED PROPERLY, PARTS WERE BROKEN THROUGH THE BOX NOT PACKED CORRECTLY, CALLED THE WARRANTY CO, WITH THE PICS THAT PARTS MAY HAVE BEEN DAMANGED, NO CALL BACK FROM THEM, THE TECH DATE WAS ONLY ON APRIL [redacted]...PLEASE NOTE THE ISSUE DATES... WE PURCHASED AN ADJUSTABLE BASE IN JANUARY AND STILL ARE NOT ABLE TO UTULIZE IT...I HAVE PICURES IF NEEDED... THIS LEADS ME TO BELIEVE THIS BRAND IS A LEMON... JUST ABOUT EVERY PART IS BEING REPLACE. NOT IN A TIMELY FASHION. I FIRST CALLED TO THE SALESMAN THAT SOLD ME THE BASE/MATTRESS... THEN, ASKED FOR MGMT AND THEN UPPER MGMT AT SLEEPYS...ALL OF THE SLEEPY'S REPS LISTENED TO ME, SAID THEY WOULD GET BACK WITH A RESOLUTION...TO DATE, I PURCHASED A MATTRESS AND INSTEAD OF GETTING JUST A BOXSPRING WE PURCHASED AN ADJUSTABLE BASE FOR EXTRA $$$...THEY ALWAYS STATE THEY WILL CALL ME BACK TO FIX THESE PROBLEMS HOWEVER, THEY NEVER EVER CALL BACK... I AM NOT SATISFIED WITH THE SLEEPYS REPS... WE WANT A REPLACEMENT BASE, BUT NOT THE CUSTOMATIC BRAND, WE WOULD LIKE THE TEMPUR-ERGO PREMIER,INSTEAD, THE CUSTOMATIC BRAND IS NOT AN OPTION! AGAIN, TRYING TO SPEAK WITH SLEEPYS? THEY DON'T RETURN PHONE CALLS, YOU HAVE TO CALL THEM CONSTANTLY. SLEEPY'S HAS YOUR A+ RATING...NEED YOUR HELP, PLEASE ADVISE! DOP 1/*/14 TO DATE STILL NOT RESOLVED!!Desired Settlement: REPLACEMENT WITH A TEMPUR-ERGO PREMIER OR REFUND OF PURCHASE $1,908,83

Business

Response:

Case: [redacted]

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

As you can understand, although customer satisfaction is our primary goal, Sleepy’s is not customarily able to offer exchanges and/or refunds for adjustable bed bases. However, in the [redacted]’s case, we were able to partner with the manufacturer to

assist the consumer with his concerns. As a result [redacted] was able to exchange his adjustable be base for the base of his choice as an even exchange. [redacted]’ s base exchange was completed on May *, 2014.

On May *, 2014, three days after the scheduled exchange [redacted] e-mailed in regards to a concern of the bedding height. The consumer relayed the newly exchanged base was delivered with nine (9) inch legs and he was in need of four (4) inch legs. In an

additional effort to ensure [redacted]’s satisfaction the requested four (4) inch legs were provided to [redacted] at a deeply discounted employee price of $35.75, plus tax. The payment was made delivery and set up has been scheduled for May **, 2014 between the hours of 11am-3pm.

Since we have resolved [redacted]’ s complaint to his satisfaction, we believe that no further responses required at this time. If you have any further questions please contact me 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: This letter is in reference to a purchase we made at the Sleepy’s in [redacted] in May of 2010 (Invoice #[redacted]). My wife and I purchased a Laura Ashley Aurora Queen Mattress and Box Spring Set and had it delivered to a nearby store for pickup. Our experience at the store was pleasant.

Within a few months it became clear that the set was defective. The mattress noticeably lacked support and the set squeaked loudly whenever sat upon from just about every angle. We called Sleepy’s service, scheduled and conducted an inspection, and were told that entire set failed a quality inspection so we’d be given credit toward a new set.

Upon returning to the [redacted] store we learned that the Laura Ashley set was discontinued so we couldn’t do an even exchange. To our dismay all other comparable queen sets were not only more expensive but outside our affordability range. We expressed that we didn’t think it was fair to be asked to pay more out of pocket when we were sold an inferior product. After several phone calls to some other Sleepy’s entity, our sales associate told us there were no other options other than buying a more expensive set. It became uncomfortable at this point, punctuated when the sales associate made a pointed comment at me saying she was sure I would do “the right thing” and find a way to afford a new set so my wife could sleep comfortably.

We told the associate we were unwilling and currently unable to pay any extra money. So the sales associate assured us that when there was another sale at the store our credit would be fully applicable at a later date and time. We begrudgingly accepted this conclusion. What choice did we have?

Time went by, we moved and had another child; all the while sleeping on an incredibly loud and uncomfortable mattress. This brings us to present day. Our youngest child has issues with sleep that need not be detailed here other than to say that our nights since his birth have been difficult. He shares our room as we’re often on call with him all hours of the night. The groaning and squeaking of our Laura Ashley set made things all the worse as the noise would often be cause to wake him. The situation became intolerable and as a short-term solution we’ve borrowed an old bed from a family member. With our Laura Ashley set sitting idle I figured we were long past due to claim our old credit and do anything to remedy the situation even if meant finally paying more money to purchase a new set.

The Sleepy’s service center confirmed our unused credit but told us that that the warranty with the manufacturer required a new inspection to be performed since so much time had passed since the last inspection. This seemed like a minor inconvenience at worst so we scheduled the second inspection.

Here’s where it gets interesting. The second inspector found that our box spring was indeed defective but that the mattress was within acceptable standards. How is it possible, I asked the service center, for a once unacceptable mattress to become acceptable? I was informed that it’s possible for a mattress to “recover”. How does that happen exactly? A possible reason, as it was explained, is that without weight being applied for several weeks the mattress may have regained some of its old form. With that being the case I asked how else we could prove that the mattress was still unacceptable. We were told we could ask for another inspection in 30 days, but the service representative agreed that it would be difficult to repeat the results of the first inspection without sleeping on the bed again. I asked pointedly if Sleepy’s policy was to ask customers to sleep on uncomfortable, squeaky mattresses that had once failed a quality inspection as means for a customer to finally receive a long overdue credit. The response was that of course Sleepy’s cannot force us to sleep on the mattress but that it would otherwise be unlikely for us to receive our twice-promised credit. This new service center representative, and later a [redacted], maintained this was not the fault of Sleepy’s but that of the manufacturer’s warranty. While that may be true it ignores that Sleepy’s, in some capacity, has profited from selling us a defective, uncomfortable mattress set that we had no other choice but suffer with for over three years because of their inability to find a mutually beneficial solution.Desired Settlement: At this point we'd like to avoid any future interaction with Sleepys and would like a refund. We'd settle for the credit that was promised to us twice but this outcome is desired as a much distant second place.

Business

Response:

Case # [redacted]

Review: In October 2012 we bought a Sealy mattress, order #[redacted] within weeks it wasn't good & you replaced it. Then that one was no good & you had it inspected & then you replaced it, but we upgraded [?] to a Sterns & Foster [with the sales persons recommendation] and paying extra. We will not upgrade again! In August 2013 we again complained & you had the mattress inspected, they again said it was defective. Realize this was going to be the 4th. mattress within 10 months that you have sold us that is defective, by your own standards. We will not upgrade again! You replaced it with a Serta Perfect Sleeper pillow top [recommended by Consumers Report]. Within a month you replaced it with another because of poor workmanship. At the end of January 2014 we complained about the mattress sagging [again]. Again an inspection. We have not heard back from Speepy's [except by phone]. The claim on the phone was that the box spring was not up to par. That seems 'funny' because we asked the inspector while he was here if there was anything wrong with either the box spring or the frame. He said they were both fine. But that the mattress sagged more than 1& 1/2 inches and that would qualify for a return. But that we should hear from Sleepy's. Then we received multiple telephone calls from 'customer service', now stating that the box spring was defective, BUT that for a payment of $129.95 [?] they would take the mattress back and we could purchase a new box spring. Asked for this in writing. They stated they could NOT supply same, this was only available through their retail stores. This sounds like a scam. As of today we have not received a written report from the inspector, as we had each and every other time they were here. At this point in time we would like a mattress of equal value that will NOT start to sag within months. If this is not possible we would like a complete refund of the monies we have spent till now. Including delivery charges each time [except when we upgraded] the mattress was replaced. So far it seems your 8 year guarantee is not worth while. This would now be the sixth [6th.] mattress in a little over a year. It is time for Sleepy's to confront and solve this problem, before we take other action.Desired Settlement: at this point, we no longer wish to deal with this company

a full refund of all the monies we paid so far would be the correct outcome

Business

Response:

Case #: [redacted]

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

As you can understand, and as detailed to [redacted] in while customer satisfaction is our primary goal,

Sleepy’s must charge its customers a delivery fee to defray the administrative

costs that Sleepy’s incurs in connection with such exchanges. Nonetheless; as an accommodation to [redacted]

Sleepy’s agreed to split the cost of delivery in half with [redacted], Sleepy’s

absorbed $45.99, plus tax and refunded [redacted] $50.00, even.

Since we have previously resolved [redacted]’s complaint we believe no further responses are required. If I can be

of any further assistance or, if you should require additional information

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

[Your Answer Here]

they are ignoring the last thing that has occurred

all the rest is history

we cannot get a written report of the the last mattress inspection

we are offered ONLY the option of purchasing 'coverage' at a retial store

and replacing the foundation [which the inspector stated was fine when he did his inspection]

at additional cost to us again

one would think with now 6 occurrences of the same thing happening Sleepy's would want this settled

before it has to go to court, as a final resort

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 rebuttal.

Sleepy's offer remains the same split the cost of delivery in half with [redacted], Sleepy’s

absorbed $45.99, plus tax and refunded [redacted] $50.00, even. [redacted]'s inspection results have been attached for his review and records.

Since we have responded and previously resolved [redacted]’s complaint we believe no further responses are required. 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: I purchased a mattress set from Sleepy's on March [redacted] 2014. I work for [redacted] and employees of [redacted]'s are entitled to a 20% discount on a purchase. I forgot to get my discount so I called [redacted]'s and spoke to [redacted] on 9/*/14. I told her when I bought the set and she looked it up in the system and I told her about the discount through my employer. She then spoke to her [redacted] who in turn told her to tell me, that all I have to do is show that benefits paper from my employer stating the discount and they can make the adjustment in the store. She then said,if I had any problems when I get there to give them a call. I called Sleepy's on the same day,spoke to someone between 10am-10:15am and gave him the same story, and he said that same thing,"just bring in the paper and we will make the adjustment". I went there on 9/**/14 around 6pm. I gave the salesman my paper, he then looked up my info in the computer, he had no clue what to do, so he called Sleepy's [redacted] because he said that their just sales store and that they can't do anything in the store, that Sleepy's customer service would have to do it. I sat in the store for 45mins while he was on the phone with them and he had to fax my list of benefits to their office,(which I could've done when I spoke with [redacted] that day) he asked for a [redacted],went through several different people,spoke to a [redacted] who then said my refund was approved by the [redacted],and I would have to call Accts Recvble on Monday(9/**/14) to see how much I was going to back for my discount, because she wouldn't know how much. I said ok,but I was not happy with how the situation was handled. I was told one thing by [redacted] and her [redacted] and now I'm getting the runaround about my discount. In total I spent 1100.00 w/ tax. Before tax it comes out to 918.53,with my 20% discount I should be getting back $183.71. When I called and spoke to a [redacted]9/**/14) she said that a refund of $40 something dollars was in the system. I told her that was incorrect and I should be getting back $183.71. She stated that the original price of the bed was $999.99 and that I got it for the sale price,and they subtracted the 2 prices to get my discount. I said to her that it wasn't right and that I would like to speak with a [redacted]. She said that a [redacted] was not available at this time and that they would have call me back. This is my 1st time shopping with Sleepy's and this has not been that most pleasent experience. The guy [redacted]I believe thats his name)was very helpful when I bought the bed. I wanted to pay the bed in full but he offered a financing options,where the money would be taken out of my acct every other week when I was paid.(which they had my employer info,so they should've known about the discount) I offered to pay atleast $500 after he signed me up, and he said that I couldn't do it now, but I would have to go the progressive finance so they can take the payment out.But all in all the customer service was horrible when you call the main numer. Their isn't an corporate number at all to speak with someone or anything. I just really need your help on getting this resolved and I hope this doesn't happen to anyone else that works for [redacted]'s. Sleepy's Knew nothing about that discount availiable to us.Desired Settlement: I would like to be refunded my 20% discount for my purchase which was $918.53 b/4 tax in total $183.71 in either cash or put it on my credit card.

Business

Response:

Case #: [redacted]

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

On September **, 2014, at 6:49pm, our records indicate a call from [redacted]; into our Customer Care Department where all calls are recorded. [redacted] advised that she was an employee of [redacted] and she should receive a 20% discount off her purchase. [redacted] was instructed to bring proof of the discount to a local showroom; where they could fax the corporate office on her behalf at no charge. [redacted]’ adjustment was approved by upper management. [redacted] was distinctly advised that the discount is just on product as followed:

The consumer was in fact seeking 20% off tax, delivery and product; to ensure clarity it was reiterated to the consumer the 20% discount is being determined off of product ONLY.

On September **, 2014, at 9:50am, [redacted] phoned into our Customer Care with claims of this never being explained to her at the point of sale. [redacted] requested a [redacted] call back. The same day at 5:24pm, [redacted] received a [redacted] call back where the $41.00; refund was discussed. She at that time revealed the first time she mentioned she was eligible for a 20% discount was when she was on the first initial call with Customer Care. [redacted] was advised had she revealed her 20% discount at the initial point of sale she would have been advised she was unable to combine the sales price with her discount. [redacted] began to contest and advise this is not the guidelines or information she obtained from her place of business. Unable to validate what [redacted] had been advised at her work place our established policies and procedures were once again reiterated.

On September **, 2014, at 10:14pm, due to [redacted]’ dissatisfaction with her prior [redacted] call back she requested to speak to someone else. [redacted] was contacted by the [redacted] of Customer Care where once again in great detail explained the guidelines of the discount. [redacted] at that time disconnected the call.

After a detailed review of [redacted]’ complaint and invoice there are no additional adjustments and/or refunds to be made on the account. The $41.61, which has been restored, will be the only offered adjustment. Since we have reviewed [redacted]’ complaint, 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].

Review: I got married thanksgiving day and ordered expensive standard 39" mattresses. my husband and I ordered linens for our new beds and when we received them they were too big. volunteering for a charity organization who helps needy couples set up their apartments I have some connection to linen wholesaler/retailers. told them the linens were too big for the beds, they took them back and made them smaller. when we picked them up they were again too big. now this all took time as it took them two weeks to fix the linens and then another while for us to get them due to all this snow in new york I wasn't driving much and they are a drive away.

trusting and knowing sleepy's is a huge company and knowing that we give brides inthe organization 39" linens all the time and never having any complaints it NEVER DAWNED ON ME to measure the mattresses. but before calling the manufacturer for a third time of the linens I took out a measuring tape and found that my standard 39" twin size mattresses are NOT 39 inches but more like 36 to 36-1/2 inches. sometimes we put a king size linen over both mattresses in which case the linen would be 5-6 inches too big but otherwise the mattresses are just too small and the boxsrpings as well are 37 inches and the linens are just too much material even after they were made smaller.

I called sleepys and spoke to three different people including a [redacted], I spoke to [redacted] and another representative who informed me that the manufacturer sometimes makes matrresses 1-2 inches smaller to which I informed them that they should make the them 41 inches and then they can shrink. I haver never heard that before nor been told that and i'm in the busines somewhat. they said bc it took me so long to call, more than their 30 day policy they can and will do NOTHING for us. I explained to them it took so long bc I was blaming the linen guy and never dawned on me that sleepy's would give me something smaller and not the size of what I paid for and is on my receipt I also explained that with the weather and not driving bc of the snow it took even longer and the linen person also took their time to fix the problem. so with all of that yes it took two months to figure out that sleepy's sent me a non standard 39 inch mattress and boxspring. the only thing they offered was a discount on a new bed. I informed them I didnt' want a new bed I wanted what I paid for and what it said on my invoice I was getting. in addition they said we have a lifetime warranty. what good is a lifetime warranty if they are not willing to help us with a defective product to begin withDesired Settlement: I would like two REAL 39 INCH TWIN standard mattresses and boxsprings that are 39 inches and not 36 and not 36-1/2 inches.

Business

Response:

Case #: [redacted]

On November **, 2013, [redacted] received delivery

from Sleepy’s of two (2) twin size Carolina mattresses. Industry standard for

twin size mattresses and box spring is 39”x75”.

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

Service Department stating the mattresses were not measuring the standard width

of 39” but 37”. [redacted] was advised the manufacturer gives a variance of

being 2” short or 2” long. [redacted] felt this was a defect and requested

an exchange, however, the request was denied due the merchandise being in the

home over the time frame allowed of 30 days. Dissatisfied with the outcome,

[redacted] filed a claim with your agency.

On February **, 2014, Sleepy's received [redacted]’s

complaint filed with your agency. Upon receipt of the complaint filed with your

office, our Customer Relations Department contacted [redacted] was asked to email pictures showing the mattress measuring the said

dimensions so they may be reviewed with the manufacturer Carolina Mattress

Guild. [redacted] obliged and once the pictures were received Sleepy’s

followed up with Carolina Mattress Guild to see if they considered the matter a

defect in order to offer [redacted] and exchange. The message Sleepy’s sent

to the manufacturer was:

“The customer recently

discovered her mattresses are measuring 36.5” and 37” in width. We understand

the normal allowance is up to 2”. We would like to know if we would be able to

exchange these for credit? The original delivery date was 11/**/2013.”

Sleepy’s received the

following response back from Carolina Mattress Guild:

“Because the mattresses are

handmade the 1/2" difference would not be consider a warranty defect.”

Unfortunately at this time Sleepy's cannot offer [redacted] an exchange under the warranty. However, in an effort to resolve [redacted]’s complaint, Sleepy's can offer to exchange the bedding under a new

program offered called the Satisfaction Assurance Plus, which would allow [redacted] the opportunity to exchange the mattress sets for a premium fee of

$138. As an additional accommodation Sleepy’s will

waive the applicable delivery fee.

If [redacted] would like to take advantage of this

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:

My husband and I did receive the email regarding the resolution from Sleepy's and my husband responded directly to [redacted] as we thought we were supposed to do.

Below is a copy of the email my husband sent to Sleepy's. We are still awaiting a response from them.

Thank you for your help in this matter and we hope it can be resolved satisfactorily.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding Case # [redacted]. As stated in our original response, the slight difference

in the width is not considered a defect and therefore [redacted] is not

entitled to an exchange under the warranty.

[redacted] declined the offer to exchange the bedding under the Satisfaction

Assurance Program, however, contrary to the manufacturer’s warranty and

Sleepy’s well-established policies, but as an accommodation to [redacted],

Sleepy’s is offering a partial refund in the amount $200.00, plus tax to be

restored back to the Visa card ending in [redacted].

Since we have attempted to resolve [redacted]’s complaint we believe that no

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

or 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: Purchase a Simmons Beutyrest extra firm bed about 2 years ago. About 6 months ago we started to fall off the bad on the right hand side. When we seat on the edge of the bed it goes down and there is no support at all. The left hand size does not have the same problem. After calling Sleepys and Seamans they finally decide to send a rep. It only took one look and the rep knew right away what the problem was, he did not even need to measure the depression. We got the report back and they said because is only sagging 1 inch that the bad is OK and to wait another few month to measure again. If we wait a few more months our spines are going to be broken. I know the job of Sleepys and Simmons is to sale beds but they should stand behind on their warrantee and they should not force people to go buy a new bed only after 1 1/2 year. There is no reason for a bed that is extra firm be sagging on one side other than for being defective.I will like the CEO of both company to come and sleep in the bed and see how they will feel the following morning. They promise that someone from management will call but as of this writing no one has call.Desired Settlement: Like the full price refunded or exchange for a brand new bed

Business

Response:

[redacted]On October **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that his king size Stearns & Foster 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. [redacted] would be required to conduct a self-inspection of the possible defect being reported by taking the necessary photographs and filling out a questionnaire; [redacted] informed Sleepy’s that he would not be able to perform the required inspection. To accommodate [redacted], Sleepy’s arranged for a third-party independent inspection company to send a technician to his home and perform the inspection for him. On October **, 2015, the Stearns & Foster mattress was inspected by the third-party independent inspection company. The inspection submission was reviewed in accordance to the manufacturer’s guidelines revealed the mattress met manufacturer’s standards and therefore was ineligible for a warranty replacement. Pursuant to the terms of the manufacturer’s warranty, which states “The Limited Warranty EXCLUDES: normal body indentations or sagging (not associated with sag in foundation) of less than 1½" for Latex or Innerspring mattresses, or less than 3/4" for Memory Foam mattresses, is not covered. “Upon receipt of this complaint from your agency, a Consumer Relations Representative reached out to [redacted] to further address his warranty concerns. Due to the mattress not displaying an approved warranty defect, [redacted] was offered a partial store credit of $500.00 as one-time an accommodation for customer satisfaction. The consumer can utilize the authorized store credit to select a new bedding set of his choice. Additionally, we will offer [redacted] a Corporate Discount in conjunction with the partial store credit to assist in absorbing some of his out of pocket cost.If [redacted] would like to take advantage of this offer, please have him contact Sleepy’s. Since we have attempted to resolve this complaint to the customer’s satisfaction, we believe that no further action is required at this time. Should require additional information, please do not hesitate to contact Chanelle R[redacted] at ###-###-#### or [redacted].

Review: Duped by one your sales rep, [redacted] if that is his real name, [redacted] store, lied to

In the past I have had good relationships with your company, I came in earlier this year due to health issues, and neck problems looking for a price range in my price range issue, and was told there were very few under 100 even with sales, for a EXTRA FIRM Either coil or memory foam, the first disaster I was basically shown and sold a kid bid with Mickey Mouse, and a rolled up memory foam mattress that after a month or so this year I was breaking my back and neck on was not firm, no support, etc. I was told by customer service I could get a reselection, and I did went in the store showed me again a standing up individual mattress coil put on the floor which based on my price range was all I could chose from, I wanted Extra firm he told me it only comes in FIRM but seemed OK, but was told that if I wanted in the future to buy the adjustable frame I could being I have arthritic problems, senior citizen, No children, no pets, etc. I recently called your subsidiary as it is not hard fo rme to get out being I was recently hospitalized,and called 1800 mATRESS who basically told me in so many words that I was again DUPED by this lousy salesman, [redacted], and that my mattress does not fit into the adjustable frame he told me it did, and could give me a whole new deal and I called made a complaint after speaking all day yesterday to a nice customer service rep who basically told me TOO BAD YOU HAD YOUR CHANCE YOUR OUT OF LUCK, DUPED TWICE, TERRIBLE SALESMAN< UNSCRUPOUS< LIED TO ME, and NOW I AM STUCK. NOT RIGHT. I live in the adult communities had to pay an additional 100 for a n upgrade an new delivery am not repaying again. I want what I was promised.Desired Settlement: Exchange with your subsidiary for the adjustable bed for 1000 delivery matress, and etc. I spoke to 1800 Matrtress he promised me for 1000 he could delivery , install, etc. I told him first I have to seek resolution from SLEEPYS to do this which I am doing.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of [redacted]’s complaint we are unable to honor her request of a $1,000.00, refund to enable her to shop at 1800Mattress.com. In an additional effort to assist the consumer the showroom was contacted on her behalf where it was clarified; [redacted] was in fact contacted and the concern of her being sold a child’s bed was clarified. [redacted] was also advised the mattress in which she currently possesses the Sealy posture-pedic cushion firm is not the most compatible for the adjustable bed base being sought. The consumer was advised by the Mattress Professional assisting her from her local showroom; the compatible mattress would be the Classic Visco eight (8”) full size. In an effort to assist the consumer and provide her with the merchandise being sought the consumer was extended the option of accommodating pricing as follows: [redacted] The consumer has accepted this offer and advised she will being donating her existing bedding set to her neighbor and visiting her local showroom to complete the above sale. [redacted] expressed interest in financing which is an available option and also requires her visit to her local showroom. Since we have reviewed [redacted]’s complaint and offered resolution in which the customer accepted; we believe no further responses are required. If I can be of additional assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].