Sleepy's

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: 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: 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: 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].

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].

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: 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: 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: 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: 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: 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: 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: 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: 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]

Buyer Beware!!!! Spent in an hour in the [redacted] store speaking to the sales rep about an adjustable base and mattress. Explanined that I had a frame equivalent to a sleigh bed and wanted to ensure that the base would fit into the existing frame. I was told, "not a problem, it will fit". Sure enough, day of delivery came (2/**/15) and I was told the base was not compatible with the bed frame so I refused the delivery. I called and cancelled the order on 2/**/15 and was told that the [redacted] was the only one authorized to refund my money and that I would receive a call later that day. No call came so I called on 2/**/15 was was told that same thing. No call came so I called again on 2/**/15 and was told the same thing. No call came so I called for the 4th time on 2/**/15 and when I mentioned I would report them to the Revdex.com and Department of Consumer Protection suddenly they said they would issue credit and I should see it post to my account no later than 2/**/15. No surprise, today is 2/**/15 and no posting to my account. I called for the 5th time today and was assured that it would post to my account by 2/**/15. Too late, not good enough! Sleepy's is very fast at taking money out of your account, they should be just as fast refunding the money into your account! Why does the consumer have to make multiple phone calls and why doesn't the [redacted] call you back? Will never do business with this company again. Here's a suggestion: Change your name from "Sleepy's to Sleezy's"!

I ordered a mattress from Reggie at Sleepys on [redacted]. I would not recommend coming bach. My building requires insurance to deliver packages. Reggies assured me there would be no problem. I called multiple times to ensure delivery was set up with my building. He assured me that there was no problem and they do this everyday. I needed ot set up someone to be in the apartment for the delivery and I came home early from work to take over the time period for the delivery. The delovery guys in the tuck called me and asked if I had the paperwork for the insurance. At that point I called Reggie. ( the store phone is constantly on busy signal) conveniently Reggie wasn't available to talk on the phone. The turck river let me talk to sleepys rep and that person explained to me that is was customary to take 48 hours and the sales rep is aware of that. The truck pulled away and thankfully people in my building were able to help me move the bed upstairs. I had to chase down the truck (literally run down [redacted]). The expereince was completely unprofessional and I don't recommend Reggie or that store. I will never shop at Sleepy's again either.

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: I purchased a mattress with a 10 Year warranty. The mattress is sagging and is causing me to have pain and soreness in my back. I contacted Sleepys to seek a replacement. Sleepys arraigned for a bed check, came out and inspected the mattress. They never contacted me with the results. On 8/** I contacted sleepys customer service and spoke with [redacted] (id# [redacted]) and he told me the report indeed came back with a sagging mattress but it was stained and that voided the warranty. The mattress has no stains on it.Desired Settlement: I want the failing matress to be replaced with a similliar product at no charge.

Business

Response:

Case #: [redacted]

On July **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in 2006 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection results revealed the mattress did not meet the manufacturer’s standards. The inspector also concluded that there was an apparent stain on the mattress, a condition which voids the manufacturer’s warranty.

Dissatisfied with the inspection results, [redacted] filed a complaint with your office. As a direct result of this complaint, Sleepy's Customer Relations Department contacted [redacted] on August **, 2014. As an accommodation to [redacted], Sleepy’s has agreed to partner with the manufacturer Kingsdown and allow [redacted] to exchange his mattress since the stain is so small and faint. The condition is that [redacted] select another Kingsdown product.

We are continuing to work with [redacted] until his delivery is complete. If you have any further questions please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: Sleepy's was unable to deliver the mattress I ordered and I consequently cancelled the order. That was on or about July [redacted]. Despite repeated assurances that I would be refunded my purchase price, Sleepy's has failed to process the refund. I have called their customer service line repeated and each agent assures me that I am due the refund. However I was told that they will not process the refund until certain internal procedures are taken. Namely I am told to wait for a call from their "cancellation team". Despite having my correct contact information, the Sleepy's cancellation team has not called me, for reason unknown and my refund has not been processed. This has been going on for almost two months.Desired Settlement: I want a full refund to be posted to my credit card.

Business

Response:

Case #: [redacted]

Our records indicate on September *, 2014, the amount of $271.55, was posted to [redacted]’s Visa card last four digits [redacted].

Since the consumer’s complaint has been previously resolved, we believe that no further action is required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-####.

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].