Sleepy's

Review: I purchased a mattress from Sleepy's on 2/**/14. It was a king Size Beauty Rest Recharge model. On January **,2015 I contact Sleepy's warranty department because I noticed that the mattress developed huge air pockets or bunching in a matter of 11 months time frame. I took the required pictures and filled out all the necessary forms. I never heard from their warranty department. I followed up in March & was advised that my claim was never received. I resent it on 3/**/15. I still did not receive any correspondence back from Sleepy's. I eventually followed back on 4/**/15. That very same day I was advised the "determination team stated the claim was not approved". I questioned the reasons why & I was advised by a rep that because the bed didn't have enough slats under it. I questioned how does air pockets or bunching form from slats or not enough slats under the box spring. The rep placed me on hold to only come back and say that although it's a new mattress they don't cover bunching or air pockets. This mattress is a little over a year old. There is no way anyone pays $2,022.26 for a mattress for it to be uncomfortable. The warranty department & the representative was in no shape form or fashion helpful in resolving this. I am filing this complaint in hopes of either getting an exchange of a mattress or a suitable enough credit so that I can replace the mattress. I feel I have been taken advantage of. When you spend that type of money on mattress and when it's purchased via a viable channel, you expect support, you expect your concerns to be addressed accordingly and some sort of resolution to a customer complaint.Desired Settlement: I am requesting a replacement mattress.

Business

Response:

Case: [redacted]On January **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that the Simmons king size mattress delivered on February **, 2015 was sagging. Since this was what would be a potential warranty issue, we coordinated for an at home inspection kit to be mailed. [redacted] would be required to conduct his own inspection of the possible defect being reported by taking the necessary photographs and filling out a questionnaire. Once the report and photographs were received, [redacted] would receive a follow up call.On March **, 2015, [redacted] contact Sleepy's Customer Service Department to inquire on the outcome of his recent inspection completed in home. [redacted] stated the information had been submitted a few weeks prior. [redacted] was advised the information sent was never received and was asked to resubmit the information for further review. This same day, Sleepy's sent [redacted] a confirmation email advising the necessary information was received and upon further review, he would receive a follow up call.The results of the inspection revealed that the mattress did meet the manufacturer’s standards and the box springs did not meet the manufacturer’s standards, however they were being used on a wooden bedframe without the adequate amount of evenly spaced cross slats as well as the center rail being detached towards the head of the frame, which is a condition that voids the manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, the frame utilizing the king size set requires the following: “A frame that provides rigid center support as well as support for the head, foot, and sides. For any queen or king frame that does not have a metal center support, you must use at least 5 hardwood or metal slats (1" x 4") and add legs to the 3 center slats. By not providing a sufficient supportive frame, damage can occur to the product that will void your warranty,” therefore Sleepy’s denied [redacted]’s request to replace the mattress. On April **, 2015, Sleepy’s Customer Service Department contacted [redacted] to inform him of the outcome on his recent inspection. [redacted] was informed the warranty was voided due to the mattress and box springs being used on a frame without the required center support needed for queen size bedding. On April **, 2015, [redacted] contacted Sleepy's Customer Service stating she was not happy with the outcome of her inspection. [redacted] was informed the metal frame being utilized was not offering the proper support required for a queen size set. Dissatisfied with the outcome, [redacted] filed a complaint with your agency.Upon receipt of [redacted]’ s complaint filed with your agency, a Customer Relations representative reached out to [redacted] to no avail. He did following up asking to have the complaint resolved with [redacted]. Upon speaking with [redacted], Sleepy's offered to replace the mattress with the stipulation they purchase a new frame. [redacted] agreed. [redacted] was also given an option of metal bed beams at a corporate discount of $108.61, plus taxAs we take these complaints very seriously, we will continue to work with [redacted] and [redacted] to ensure their complaint has been resolved to their satisfaction. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [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:

Good Afternoon [redacted],I am touching basis with you in reference to the complaint filed with Sleepy's. On May [redacted] I thought that we came to a resolution to purchase a bed beam (please see email chain below) so that we would be able to replace the defective mattress. I sent [redacted] an email on May [redacted] to discuss purchasing the bed beam, a second email on May [redacted], and subsequently a third email on June [redacted]. Neither her or anyone from Sleepy's has responded or made an attempt after my initial conversation with her to resolve this. The complaint should not be closed. I do not see anything online that indicates I can reopen it. Do I need to file yet another complaint? This entire ordeal has gotten out of hand. We just would like a quality defective free mattress in which we thought we paid for when we purchased this from their company. Please help us in trying to bring some resolution to this matter. Best Regards,[redacted] & [redacted]

Review: On 4/**/2014 I contacted Mattress Discounters and explained that I mattress was breaking down on me and that I was still under warranty. They asked me to fax documents to them. I complied. I was then contacted by an mattress inspector to set a date to come out. He came 5/**/2014 @ 3:00 pm. On 5/**/2014 [redacted] no.#[redacted] called and said the mattress is in need of replacement but you had a leg missing and we will not give you a new one but you can go purchase one and we will give you 60% off. I said not only was I under warranty but was told by another representative that 3 planks are needed, I said I had 5. I also was assisting the inspector was holding the mattress up along with the leg in my hand because it was leaning to the side when I had vacuumed and I told him let me put the leg back in place and that's when he took pictures. This has happened before in 3/**/2010 and the mattress I have now is the one they replaced when the previous one broke down and lost its integrity. They kept changing the rules and giving me different numbers that were faxes and not with the company. [redacted] also told me I was not going to get another one and it was nothing I could do about it. When I attempted to explain that my bed frame was new and made of heavy wood. She said she did not care and that was too bad, go buy a new one. When I asked to speak to a manager she gave me a bunch of false numbers.Desired Settlement: I would like a replacement or refund for the difference in payment to purchase a different brand of mattress because it's obvious that this manufacture brand has a limited life span.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the complaint regarding Case # [redacted]. We

have contacted [redacted] and are waiting for [redacted] to provide copy of her

original invoice she received from Mattress Discounters so we can file her warranty

claim. Once we receive this information via fax or email we will make every

effort to resolve [redacted] warranty issue.

If you have any further questions, please contact [redacted] at ###-###-#### or via email at [redacted]

Consumer

Response:

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

I have sent 4 corresponding faxes to them, particularly a person by the name of [redacted]. She has continuously asked me to re-fax, then she said they did not send anyone out to my home to do an inspection. I informed her that contact was made with a person named [redacted], Empl[redacted]. After conversing for some time and her in denial, she said, oh that person's name is [redacted]. I then asked how did he get my name and number, his ID#, and tell me that they were not going to do anything and to go bye a new mattress. She stated I will give you another person's name who was high up in the corporation and she will resolve it. That person's name is [redacted], ####-###-####, I asked who she was and found out she is a regular customer relations operator who answered the telephones and took messages and no one with a substantial title importance that can get things done like [redacted] said. This has been going on since March 2014 and as a last resort I decided to contact Revdex.com. They also told me that I did not have a name of anyone who I could document that came out to my house and I do have that information. Will give to you upon request.

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 Case # [redacted]. Customer

Relations has contacted [redacted] to inform her that Simmons will be replacing

her mattress directly since we did not own Mattress Discounters at the time of

her purchase.

If you have any further questions, please contact [redacted] at [redacted] or via email at [redacted]

Review: I have emailed the company over a week ago and was advised a response within 48 hours and I haven't heard back.

On Saturday, 11/**/2013. We visited your [redacted] location (the one next to [redacted]'s) and purchased a bed and foundation with protector from [redacted]. He set us up for a 90 day payment plan and we put $400 down. About $30 of that went towards getting it delivered by Monday to the other [redacted] location. When we went to pick it up, they only had our mattress. They told us [redacted] should have told us the rest would not be there until after12/*/2013. At this time we decided we wanted our money back cause we did not want to wait. The gentleman there was running the store alone and had no one to help us with this. He suggested we pick it up at the other location in [redacted]. About 30 minutes away each way. Another hour of driving to pick up something we paid to have delivered locally. We drove thereto get it after he confirmed it was there. When we arrived they told us there was another mistake and we had to take a different foundation. The man told us it was a less exspenive version but was "comparable". We took it as we had no other choice. The next issue was the protector, we paid $59 for and found the Exact same one down the road for $10. We are absolutely furious with the situation and are giving you a chance to make this right before we take it further. We were mislead, lied to, charged for services we didn't receive, forced to drive out our way to get something that we did not pay for and recieved something cheaper. The order is under [redacted], address either [redacted] or [redacted] in [redacted].Desired Settlement: We will NOT be paying for the box spring, we want the 30$ delivery charge refunded, and a discount for the inconvience of driving an hour out of our way.

Business

Response:

Case # [redacted]

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: We have experienced endemic quality control issues with Stern & Foster purchased from Sleepy's.

Original mattress sagged nearly 2 inches in the middle. It was replaced by another mattress that sagged in the middle by nearly same amount out upon delivery. The second replacement mattress was exchanged and its replacement too sagged in the middle by nearly two inches after few months of use. Again it was exchanged, unfortunately the last warranty replacement mattress sags in the middle just as its predecessors did. We both have back problems and the sag in the middle is substantially aggravating these health issues. (For reference, my wife weighs 120 lbs and I weigh 150 lbs).

This was not a cheap mattress. We bought it based on brand reputation at the time and Sleepy's assurances of its unmatched quality, backed by 10 year warranty. What we have experienced is the opposite - very poor quality. Original mattress and multiple warranty exchanges were all defective (some upon delivery some within a couple of months). Sterns & Forster seems to have a strange quality control issue.

Each exchange is an exhausting process of running through bureaucracy, multiple communications, not to mentions that we had to take substantial amount of time off from work for each assessment of the mattress and for each delivery of the exchange.

After multiple attempts to resolve this issue with Sleepy's (we even offers to switch the brand and pay the difference if any) we did not have any calls or emails returned.

We disappointing experience will serve as a warning to other consumers of the perils of doing business with Sleepy's.

Buyers beware and don't be duped by Sleepy's assurances or its warranties.Desired Settlement: Warranty exchange to a NON defective mattress (that does not sag in the middle)

Business

Response:

Case #: [redacted]

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: On Oct. **,2011 I purchased a Serta Genius I Comfort Genius Extra Firm from Sleepys in Hamilton Marketplace, Hamilton, NJ. At the time I was told it had a 25 year warranty and specifically if the composition of the mattress should ever retain a memory, i.e. not return to its original position once weight was removed the mattress would be covered under warranty. This was presented as the latest and greatest composition mattress Serta offered. The mattress has since begun to fail which has resulted in consistent back problems and my inability to continue to use this product. Upon applying the identical weight to both right and left side of mattress there is an inch - inch and a half difference in the support. The supporting material it is made of is failing miserably. This product was grossly misrepresented to me at the time we entered into contract to purchase and Sleepys is not honoring the warranty. The response from a lady named, Precious at Sleepys was "we can sell you a new one." Sleepys misrepresented the product and their ability to warranty the item as they had claimed. At the time of purchase I specifically told them I required extra support for back issues and they assured me that this item was what was needed. It was working fine until it began to grossly fail and now has considerably compounded my back issues, which I am currently receiving medical attention for. I would ask Revdex.com to intervene on my behalf to help correct this gross misrepresentation and breach of warranty.Desired Settlement: I would like it replaced with one that is not defective. I would like the warranty honored.

Business

Response:

Case #: [redacted]

On October **, 2011, [redacted] received delivery

from Sleepy’s of a Serta I-Comfort Ultra Firm queen size mattress set.

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

Customer Service Department to request an exchange. During the call with

Customer Service, [redacted] or [redacted] informed us that the mattress had

become softer than when it was received in 2011. It was asked if there were any

visible impressions in the mattress since that would be a potential warranty

issue. The representative was advised there were not any visible impressions,

just that the mattress is softer and uncomfortable. We advised [redacted] or [redacted] that without anything visibly wrong with the mattress, what they

were experiencing would be considered a comfort matter which is not covered

under the manufacturer’s limited warranty. Therefore, we offered accommodating

pricing on a new mattress purchase.

In an effort to resolve [redacted]’ s complaint, Sleepy’s

is willing to dispatch a third party independent inspection company to [redacted]’

s home to determine whether the mattress is meeting manufacturer’s warranty standards.

If in fact the mattress is deemed defective we will offer store credit of the

purchase price paid of the defective item. If the merchandise is found not to

be defective, we can uphold out initial offer of accommodation pricing on a new

mattress purchase equivalent to an employee discount.

If [redacted]i would like to take advantage of this

offer, please him contact [redacted] at ###-###-#### or via email at [redacted]

Consumer

Response:

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

It never ceases to amaze me how a vendor will attempt to twist the facts and in turn fabricate a story once the Revdex.com has become involved. Let me address the untruths in this email. First off, no one requested an exchange. We called to report an issue with the mattress. Second, no one said the mattress has become softer. We said the mattress is collapsing and no longer supporting weight in the one area. Third, to look at it across the room there is not necessarily a visible hole. When the bed was crossed with a 6 foot level you can see the depression and when you physically put any weight on the area it sinks! Any other area on the bed that receives the exact same weight does not sink. Hence, this is not a comfort issue it is a structural defect. No question of comfort was mentioned in any way by us or them. Fourth, as for an independent third party inspection we were told that they cannot physically touch the bed they can only lay a string on it. First and foremost and visual inspection would be acceptable on an item such as a TV set. The bed is not designed to accommodate eye sight. It is designed to accommodate the weight of a human being. Without applying any weight to see this obvious defect you are merely deceiving you customers. This is by no means a comfort issue. This mattress was purchased with the assurance from Sleepys that it would not sage as it has. I made it clear that I needed the support for my back but they chose deceptive business practice over honesty. The absurd comment that they can not physically touch the mattress in my opinion is no different than buying a high end automobile and when you return to the dealer with a warranty issue they would tell you we can look at if from across the parking lot but we can't test drive it to address your complaint.

I am a general contractor and I consider your answers to be insulting to my intelligence. If I were to put an addition on someone's home and told them it had a 20 year warranty and they were to call me for a buckled floor joist or other interior issue would and I told them I can't walk inside I can only view the exterior. Would that be an honest business practice. See unlike Sleepys I take responsibility for a finished project and I'd gladly give a list of my customers to prove so. Sleepys has first disregarded our complaints and now trying to convince the Revdex.com that Sleepys is concerned about us.

The bottom line is that we have a project that is structurally failing, which is contributing to my back issues. I want someone to come out here. Put weight on that part of the mattress and actually "feel" the major structural defect and I want it in writing that they will do so. If not, I promise you this will end up in the court of law and I will seek compensation not only for the defective product but the additional aggravation that it has put on my current back condition. All I wanted is what I paid for. A quality mattress with a warranty that will live up to the promises it made me by their sales reps.

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:

I really believe Sleepy's have reached new levels of insulting my intelligence. Any reasonable thinking human being would ask themselves, Why would Sleepy's offer me a full credit instead of replacing the mattress. So I have done a little research. I have visited one of the local Sleepy's and incidentally recorded the entire episode. The mattress I have appears to be substandard because the newer models have the foam configured completely different. The salesman also told us the bed would not sage and is warrantied against such failure for 25 years with the initial 15 not being prorated (full warranty) Seeing as the construction of the model I have has so drastically changed with specific regard to the foam itself. Sleepys is trying to duck out from under their warranty obligations because if they replace the mattress it would have to be with the newer technology. As the salesman put it "mattresses are like cars, they try to make them better as they go", so this can only make me think I was the victim of an unproven product. The replacement cost of the identical bed in their showroom is marked $1,899. Apparently, Sleepys is not use to dealing with an educated consumer. I will give one final demand. I want the mattress replaced under warranty with the current model or I would like a complete cash refund including delivery charges. If these conditions are not agreed upon I will forward these emails to the state attorney generals office as well as filing a theft by deception charge with the police in the municipality where the store I purchased from and I will sue civily for the actual cost of this defected item as well as seek damages for the continued physical distress that this mattress has caused my back. I will seek actual and punitive damages. I am thru wasting time with this dog and pony show.

Once again, I would like to thank the Revdex.com for intervening in this matter.

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 third rebuttal regarding Case # [redacted]. Upon receipt of [redacted]’s rebuttal, a Customer

Relations representative attempted to contact him to no avail. As stated in our

original responses, Sleepy’s is offering [redacted] the opportunity to take

advantage of our Satisfaction Assurance Plus program. The program would provide

[redacted] the opportunity to exchange the mattress, giving him a credit of

$1179.18 towards any new bedding of his choice. As an additional accommodation,

Sleepy’s will waive the standard premium fee, however, the applicable delivery

fee of 99.99, plus tax will apply.

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

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

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: My name is [redacted] and on January [redacted] I placed an order over the phone with a Sleepy’s customer service agent for a universal bed frame and a 4-inch mattress renwer. When I made the order, I asked both the customer service agent AND the confirmation department whether I could arrange the delivery dates for each item, since I was informed that they would arrive separately. Both agents told me the same thing – that UPS would call me with the tracking number so I could change the delivery date with them. UPS never called, and I never got a tracking number from either UPS or Sleepy’s, something I’ve never experienced from phone or online orders. In my experience, the customer should receive an email with the tracking number once the product has shipped from the dock. Instead, I got an email on the afternoon of January **, 4 days after the order was made, informing me that the first attempt on the delivery had been made for the bed frame, but since I wasn’t home, they would try again the next day. In this email was the tracking number, the first time I had ever received one for an item on the order. Because I was not going to be able to be there for the 2nd or 3rd delivery attempts, I had to pay a fee with UPS to arrange a delivery date. The bed frame was received on that date.

However, over a week had passed since the order was made and the mattress renewer still had not arrived. I called Sleepy’s on February [redacted] to ask about the tracking number for this item and the woman on the phone, [redacted], informed me that the delivery had been made on February [redacted] and someone name “[redacted]” signed for it. I live by myself and I have no idea why UPS wouldn’t confirm the address on the delivery before allowing someone other than myself to sign for a delivery that was in my name. Disappointed, I asked the agent what needed to happen now in order for me to get the renewer and she told me that she needed to launch an “investigation” with the vendor as to why the package was delivered to the wrong address. She said that once the vendor responded, she could then place the re-order for the renewer. She said that usually the vendor responds within * business day. I call back on February [redacted] and spoke to [redacted] again who told me that the vendor hadn’t responded so she sent another email to them. I call back on February [redacted] to inquire, and the person on the phone (not [redacted]) told me the vendor has still not responded, but that once they do, someone will get back to me. I never got a call. I call back on February [redacted] and speak to another woman, and after explaining the story to her, she tells me that she will authorize the re-order with her [redacted], and that [redacted] will email me with the tracking number for the item by the morning of February [redacted]. February [redacted] came and passed and I never got a call. I call back on February [redacted] and speak to a man named [redacted] who tells me that he cannot confirm that the re-order was actually made, and that [redacted] had left for the day so I should call back the next day (please note that no offer was made to call me, rather the suggestion was for me to call them again the next day). I call again on February [redacted] and speak to another woman, and very frustratingly tell her that I’m exhausted of reaching out to Sleepy’s and never getting any concrete proof of the order or tracking number. She tells me that she doesn’t see that the order has been made, so she creates the order ticket herself and I ask her to please direct the delivery to the Sleepy’s store nearest my home to avoid a repetition of a mis-delivery. She orders the item and tells me that it will take approximately two weeks for the item to arrive. I’m sorry – two weeks? For someone who has already been made to wait a absurd amount of time to get a product I paid for three weeks prior, you’re going to tell me that it takes an additional two weeks? I ask her to expedite it and she said that she will “try” but provided no guaranty, and reassured me that I would get the tracking number sent to me by [redacted] once she received it. Without ever having received a tracking number, I got a phone call from the local Sleepy’s location on February [redacted] telling me that my package had arrived. I never got a follow-up call from Sleepy’s with the tracking number, or to confirm that I ever got my package. I picked up the package a few days later, only to discover that the package had been opened by the staff in the store. Too exhausted to complain, I took the opened package and left.

Do you see how ridiculous this whole scenario is? I waited for over a month since I made this order. I have never in my life been made to wait so long for a product. I could have ordered something from overseas and I would have received it earlier. If Sleepy’s wants to be paid to be the intermediary between the vendor and the customer, then they should learn to play that part. None of this “investigation” or bureaucratic process should be of my concern. What I know is that I paid Sleepy’s so Sleepy’s should deliver. Instead, I spent my time calling day in and day out – because no matter how many times Sleepy’s promised to call me back, they never did – and talking to inadequate representatives who had no idea what was going on with my situation, because they were “busy taking new orders” from other customers and delivering their products on time. I was made to feel like this issue was simply a thorn in their side and placed on their backburner. The very fact that I was told to call back is an example of terrible customer service. It shouldn’t matter who I speak to on day * or day 23, anyone should be able to give me an adequate update on my order/delivery. And you know what? I’m surprised that nothing was offered to me – no overnight delivery, no discount on future products, or discount/refund on the renewer – nothing to make me feel like I was somehow getting compensated for all of this nonsense on the company’s behalf! If this was truly a sophisticated company with knowledgeable employees, a re-order should have happened the very day [redacted] told me that they delivered my product to the wrong person, and expedited the delivery overnight and at the very least offered a discount on the renewer. Let me make myself clear, I’m never ordering from Sleepy’s again.Desired Settlement: An apology from Sleepy's, acknowledging their ineffective "investigation" method while making the customer wait, but most importantly, making me feel like I am a worthy customer by offering some sort of compensation for wasting my time and energy - a refund/discount on the renewer.

Business

Response:

Case#: [redacted]

On January **, 2014, [redacted] purchased a bed frame and a

mattress renewer from Sleepy's. These two items were shipped out to the

customer via UPS with an estimated delivery date of February *, 2014. UPS delivered the package to the wrong

apartment through no fault of the customer. Our records indicate that [redacted] contacted our Customer Service

Department on several occasions to have her merchandise reordered and delivered

to her.

We attempted to contact the customer on April *, 2014. She was not available, so we left her a voice mail

message requesting a call back. We will continue to reach out to the customer. We

sincerely apologize to [redacted] for

any inconvenience we may have caused and would like offer her a set of sheets

or pillows as an accommodation.

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 ###-###-####.

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:

What Sleepy's is offering is not what I have requested as a settlement. I already have pillows and sheets, what I request is a refund on the mattress renewer. I will try and give [redacted] a call to express this, but I am formally rejecting Sleepy's current offer of a sheet set and pillows and remediation for this complaint on Revdex.com. Thank you.

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 case Case #: [redacted]. Our representative [redacted] will follow up with [redacted] regarding our offer of an

accommodation set of sheets or pillows that we would like to send to our

customer.

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 ###-###-####.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding case Case #: [redacted]. We

spoke with [redacted] regarding her complaint. We sincerely

apologize for any inconvenience we may have caused her. We advised customer

that we will process refund to her in the amount of $83.83 to her credit card

ending in [redacted].

As we have resolved [redacted]’s complaint, we believe that no further

action is required at this time. If you

have any further questions please contact [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"!

Review: On 01/**/2014 (about 3:30 pm) my partner and I went into Sleepy's store in [redacted] - ###-###-####) to look at the possibility of buying a new mattress. We were not in need of one as the we had was about 4 years old and quite comfortable for me, but my partner was experiencing aches and pain sleeping. So we decided to investigate options. My last two mattresses were from Mattress Giant so this would be my first from Sleepy's. Upon entering the aforementioned store we walked toward the Tempur-Pedic beds and was greeted by [redacted] was very kind and asked us what we were looking for. We said briefly that we were exploring options for a new mattress from Tempur-Pedic. He immeidately guided us toward the Sleep Options Brand and we laid on a 13in Gel Mattress which seemed quite comfortable. We tried a couple pillows and felt this might be good. [redacted] indicated that Sleep Options was very popular and was the "generic" of tempur-pedic so we didn't really question it further. I made the assumption that he was accurate and since it seemed comfortable we went for it. The problems with this purchase were just beginning. For one, we made it clear we didn't have a lot of money to spending out-of-pocket so it would be dependable upon financing. We applied for a joint account with Sleepy's GE Credit Card account. Surprisingly, [redacted] advised us that we were approved for $4000.00. Our original order totaled about $1999.00 including shipping, two pillows, and a sheet set. However, upon completion of the order he encountered a problem processing the order. Apparently, GECRB did NOT approve us for $4000 but $1000. So..in order to save the sale..[redacted] arbitrarily brought the price of the whole order down to $1499.99 (as can be seen on Document # [redacted]). He price adjusted the mattress, pillows and sheets. It seemed like a win win though I was NOT happy that I could only finance $1,000.00 and had to pay $499.99 out of pocket.

We left the store and on Friday, 01/[redacted] at around 10 something in the morning the mattress was delivered. It was unwrapped and set to expand for about 8 hours before we put sheets on it etc. After about 12 hours or more my partner and I went to sleep on the mattress and it was (to the touch of a finger, soft) but we both tossed and turned all night long. It was one of the worst night sleeps I've ever had. I know my body and adjustment period quite well. I made some phone calls to friends who have tempur-pedic and they said while there is an adjustment period it should be like I described to them. I do not blame Sleepy's directly for this. One often won't know if a mattress is comfortable or not until one has it.

My partner and I were very frustrated because it seemed so comfortable in the store, but was clearly NOT the right bed. I said to my partner that we should get to Sleepy's ASAP on Saturday morning the [redacted] of January to either return this mattress, get another one, or get a refund BECAUSE the bed we had (the once I mentioned above) was only four years old and way more comfortable then what we had just purchased. So we went back to the same Sleepy's store and were helped my two gentleman (one guy I forget his name) and his associate [redacted]. Pleased forgive my name spelling. What ensued was an ordeal that last for 6 hours. We went in and the associates name who I can't remember listened to our story. We explored verbally the ideal of an adjustment period. He very quickly explained to us that Sleep Options is NOT "generic" for tempur-pedic and while he could see why [redacted] would say that he was not sure really why he would. It was like comparing Apple's to Orange's he said. So, this gentleman was exceptional at explaining to us about Sleep Options, Cool Elegance by Serta and Phenom options. He truly helped us make an informed decision which [redacted] really didn't do which is my first problem that leads to my biggest issue. [redacted] never indicated to us that the mattress was not returnable for refund or exchange. I never thought the mattress was not returnable. This is what the representative (who's name I can't remember) said to us. He said we could only exchange it. Now, you would think that would be good. Unfortunately, all of the beds we layer on that Saturday morning, from Serta, Phenom were just not more comfortable than what we had at home. You see, we were not the couple who had a mattress for 15 years that was crap. We went with the original purchased on 01/** ONLY because we received some financing from GECRB. If [redacted] had made it clear that the bed was not returnable we would have never made the purchase on 01/**. He did not mention the return policy whatsoever. I made the assumption, based on past experience, with Mattress Giant, that .."how could they not refund an item that we didn't like". I didn't think we would need to go that route. After being enraged by the mere fact that I was now stuck with a bed that was uncomfortable we had NO choice but now pick a bed that would definitely cost us more money. The one bed we wanted (that seemed to be the most comfortable) was the tempur-pedic cloud lux for $3,699.99. We spent two hours trying to figure out who to pay for it. We applied for financing with Progressive which approved some of it and I would still have to pay $1000 out of pocket on top of that. Sleepy's was willing to take $2,899.99 for that bed. We were ultimately unable to do that. So. we purchased the entry level tempur-pedic Cloud bed for $1699.00. It was on sale for $1499.00. The bed was reduced in price more to compensate for the delivery and exchange fees (which we never knew about either). So on Sunday, the [redacted] the Tempur-Pedic Cloud bed came. Since then we both have been unable to really sleep that well. Our old bed is more comfortable and we are stuck because we now have to pay Sleepy's and Progressive for a bed we decided to settle on (or really forced to) because 1) Sleepy's at first did not help us make an informed decision, and 2) did not clearly dictate that a bed was not returnable. What I really wanted to do was return the bed but was unable to do so. I would like Sleepy's to take this bed back for a full unequivocal refund. I would be willing pay the $150 disposal fee. Or I would Sleepy's to discuss with me again my bed options. Again though..herein lies my dilemma. The bed we had is fine (it is at the apartment still). It is in excellent condition and very comfortable. This is why I really just want my money back. We do not have any extra money. We wouldn't have made the purchase is we knew up front that we would only exchange it. Exchanging it can only work if you find something within the price range you can afford. We cannot afford any more money. We have currently two financing gigs going on with Sleepy;s. We have $1000 on the Sleepy's credit card and we owe $585 to progressive. Plus I did pay $499.99 out of pocket. So ultimately we have ending up spending $2000 on a bed we still are not happy with. I am not prepared to spend another 6 hours in a store. We made the decision to buy the bed because we were originally told we had received $4000 in GECRB credit and were under the assumption that it would be returnable. We would've never authorized the purchase if he had told us we could not get a refund.

Just as an aside...when the Sales Assoc on Friday (the one's who's name I can't remember) went to process the order, he discovered that when [redacted] made the price adjustments on the order he actually went back into the system after we left and lowered the price again on the bed. My printed invoice (document # [redacted]) shows I paid $1050.00 for the 13" Sleep Options Mattress but the system only showed I paid $908.91. This made is more difficult to even exchange it because I had a receipt showing what I paid versus was changed after I had left the store. The Sales Assoc (whose name I can't remember) did made adjustments to the price of the new mattress factoring in that price adjustment mistake as well as the fact that Sleepy's corporate would not waive delivery or Disposal Fees. He lowered the mattress even more.Desired Settlement: We never had any intention or defrauding Sleepy's but was trying to find a mattress alternative that might work if we could get the financing. If the policy is that mattresses are non-returnable it should be said verbally upfront. I never thought of looking at the back of the sales order invoice to see what the return policy is. After all, you can return a car after buying it. You can return underwear even, so why would a bed not be returnable?? The two gentleman who helped us at the same store on Friday to help us find a replacement were so helpful. If [redacted] had done what these guys did we could've made an informed decision. We would've realized that we could not buy a new bed because what we had was very comfortable and we could not afford $3600 or even $2899.99 on the bed that seemed to be an improvement. This is why I want Sleepy's to come and pick this bed up and give me a full refund. I do not want to pay for shipping but will pay for the disposal fee if necessary or vice versa. Sleepy's has thus far been unwilling to return the item. They keep saying we can only exchange it, but that is no help if we can't afford it. In hindsight I will agree my partner and I could've done more research but then again we trusted the sales associate [redacted] with this purchase. Ultimately we would like the Tempur-Pedic Cloud Lux at some point. If Sleepy's is willing to take this current mattress back and give us the Lux for the same price so be it, otherwise we have no need for it truthfully. However, I don't expect Sleepy's to be able to discount something so low. Again, Sleepy's should help it's customers make educated and informed decisions before buying. They should verbally indicate that mattress are NOT returnable for refund. If you could've seen the look on my face when I was told it was not returnable for refund you would understand how upset I was and still am. We laid on multiple mattresses to find one that would work and still were left with the tempur-pedic cloud lux as being our only option. The Sales rep on Friday made it very clear that no mattress maker can compare to Tempur Pedic. There technology is patented and not reproducible. The problem with the bed we have is that it is too firm. If Sleepy's has another alternative in the Tempur Pedic line that it is willing to swap it out with without costing me a single penny then I'd be open to discussing it otherwise I want this current bed returned and my money refunded to the credit accounts.

Business

Response:

On January **, 2014, [redacted]

took advantage of our Comfort Exchange Policy and received a Temper- Pedic

Cloud queen size mattress. Sleepy’s representative spoke to [redacted] on

February *, 2014. He advised us that the Temper- Pedic mattress that he received

was uncomfortable and he would like to return it for a full refund. We advised

[redacted] that under the Temper- Pedic 90-day in home trial, he must keep the

bed in his home for at least 30 days. At that time if he still wishes to return

it, we would process a refund for him, however, he would be subject to a return

fee of $175.00. [redacted] is willing to wait out the 30 days and we will

continue to work with the customer to resolve his complaint.

If we can be of further

assistance to you or if you should require additional information, please do

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

Consumer

Response:

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

The issue is still pending resolution on or around 02/**/2014. In dispute is also, if a refund is initiated, what the refund amount would be. However, Sleepy's has been, thus far, very understanding and fair to this point.

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:

I have not yet received the $150.00 Sleepy's Gift Card. This was part of my resolution but has not yet been received by me as of 03-**-2014.

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

Sincerely,

Business

Response:

Case # [redacted]

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

As stated in the previous response [redacted]’s Gift Card reflective of $150.00 has been mailed out under Gift Card No. [redacted] the consumer must allot time for mailing.

Since we have responded to [redacted]’s additional concerns we believe that no additional responses are required. If you should require additional information or require further assistance please do not hesitate to reach out to me [redacted] at ###-###-#### or [redacted]

Review: This will be the 3rd time returning a bed purchased at "Sleepys" ( I have all previous paper work on these), at their [redacted] location. On this return 9/*/2014 I had a credit of $1,187.71 that I used toward

the "1-Tempur-cloud supreme Queen Set Mattress $2,699.00 (2,407.04) , 1-Tempur Flat Queen Box Spring $291.96, 1-Queen/King Prestige Bed Frame $135.99, 1-STD Aspire Side Sleeper Pillow. I slept on the bed 2 nights, after it was delivered on 9/**/14 and the bed sank and did not support at all. I called after 2 days on 9/**/14 and spoke to [redacted] the associate that directed us with this purchase. I explained the bed did not feel like the bed we tried in the store. He told me I have to keep the bed for 30days under the "Tempur Pedic return policy", and they want the person to brake the bed in. I knew I could not sleep on this for 30 days..etc. I explained to him I was nothappy at all with this, and he said he will call his [redacted]. I also called the main sleepys direct number that I have ###-###-#### and explained my situation to a phone associate they also said they would pass this in an e-mail to the right people to assist me with this problem. I recieved a call back that evening at work from [redacted], from the [redacted] store location and he told me the same thing [redacted] told me. I have to wait 30 days for the full refund return on just the "1-Tempur-cloud supreme Queen Set Mattress $2,699.00 (2,407.04) , 1-Tempur Flat Queen Box Spring $291.96, and THAT the credit of $1,187.71 from the previous exchanges will remain an in store credit. [redacted], and I spoke a little about the bed, and how it was putting me in so much pain. He told me also, the bed has to be broken in. I did try to sleep on the bed for another few days, but I could not hardly walk after 1-1/2 weeks of sleeping on the bed. I slept on the floor , on a blow up bed, from walmart that helped my distressed body. After 29 days of sleepijng on the floor, I called [redacted], from the [redacted] store location (###-###-####) on 10/**/14 and told him my 30days are up, and I'm doing what you have asked to call you back. He said It's Columbus day, one of the busy days of the year, and I'm still on the [redacted] day, so he needs me to call back tomorrow, which would be October [redacted] and he would handle my full refund for the "1-Tempur-cloud supreme Queen Set Mattress $2,699.00 (2,407.04) , 1-Tempur Flat Queen Box Spring $291.96 and he needs to contact his [redacted] to see how they will do this refund. I said ok. I called first thing in the morning on October [redacted] and a sales rep by the name of "[redacted]" answered. I explained to him why I was calling, and he told me [redacted] was off, and he had notes for my account that "no return under the warranty. I explained to him my situation, and I asked him why would [redacted] tell me to call him today, and him not be there. [redacted], sounded very upset, and started yelling at me, and I told him I'm already frustrated and to please listen to what I'm explaining to him( I did not mistreat him) and he needs to contact [redacted] about this. [redacted] screamed at me and would not let me say anything, and hung up on me. I called back to the [redacted] store location (###-###-####) and I said to [redacted], I'm a paying customer, and you should not be hanging up on me. [redacted], proceeded to scream at me that I do not sign his paychecks and he doesn't have to listen to anything I say. He hung the phone up again on me. I called the main sleepys direct number that I have ###-###-#### and spoke to Lynett, a supervisor. I explained the whole situation, and she told me that she would put the full refund in for this purchase. I was under the impression that this was in process of a full refund for the "1-Tempur-cloud supreme Queen Set Mattress $2,699.00 (2,407.04) , 1-Tempur Flat Queen Box Spring $291.96 before our phone call ended. Later today I recieved a call from [redacted] he said he was one of the [redacted]s from the store and he was going to try and help me, but he's not promising me anything. I once again explained everything to him, and he said he will pass this on to the right people. I called the main number again and left a voi ce message to [redacted] the supervisor, that I spoke to earlier today in reference to this [redacted] telling me no refund for this purchase, it's an exchange only for in store credit.Desired Settlement: I want the refund to the finance Synchrony bank refunded to them. I will return all sleepys items except 1-STD Aspire Side Sleeper Pillow. I will pay for that. For aggrivations sake, and frustration of this whole experience with sleepys I don't want to be charged a stock fee, as [redacted] told me on the phone for the refund of this tranaction. I'm also concerned for my original in store credit only, that I walked in the store with in the amount of $1,187.71 that I was told I will not longer get back or have it...after all is exchanged. I also, have the phone call with [redacted] recorded. I have all paper work on this entire situation. Thank you.

Business

Response:

Case #: [redacted]

On October **, 2014, [redacted]’s invoice was reviewed our records indicate a portion was paid finance and portion paid utilizing a different payment method. The account is being additionally reviewed and the remaining funds will be issued to [redacted] in the form of a check.

We sincerely apologize for any inconvenience the review may cause [redacted]. Since we have reviewed the complaint, we believe that no further responses are 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:

[Thank you for your response sleepys, and Revdex.com.

Sleepy, and I are in the middle of a refund transaction, BUT, they would not take back the frame that was also purchased on that date WITH the mattress and box spring . They also, want to charge me a stocking fee of 175.00. I'm still waiting for the check to give back to the bank that gave me the finance. Everything seems to be in pending right now. I don't want to close this case until everything is done properly. Again, thank you.]

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

Sincerely,

Review: On Feb **, 2011, my mother who is 80 years old bought a D Model 2642501 Brand 1396, Deluxe VIII QMatt for $2,299.99, and D Model 2589502 Brand 1396 TPEDIC ERGO ADJ QBASE for $1700.00. total $3999.99 plus $79.00 delivery charge and $280.80 taxes. She made this purchase at the [redacted] store from a [redacted].Unfortunately, the product has had a sag in it where she sleeps since she first bought it. This woman is 80 and weighs only 130 lbs, so this should not be happening. She has called their so called customer service line several times and each time was referred to the internet instructions on how to measure, file and prove her claim. She is a widow alone, has no one living around her that can try to measure this sag for her to file the claim, and more or less brushed her off each time she called that is why I am writing on her behalf. She needs someone from the company to either give her a replacement mattress that will not sag or a refund. [redacted] has sclerosis of the spine meaning her back is in terrible shape (four operations, her back is all nuts and bolts) and this is why she purchased this mattress in good faith and her back has been worst since she purchased this mattress since it sags.This problem needs to be resolved. They did not mind taking $5,039.76 from a 80 year old widow and she deserves someone actually going to her house and getting her either a new mattress or financial satisfaction. I understand this mattress has actually been discontinued.Desired Settlement: [redacted] (my 80 year old mother) only requests a replacement mattress that will not sag or else a refund if that cannot be done. For what she paid and the fact the only weights 130 pounds the mattress she bought certainly should not be sagging, and she should not get the run around when she calls their customer service line. She began call them about 5 months after buying the mattress.

Business

Response:

Case #: [redacted]

Review: I purchased a Beautyrest Legend Firm queen sized mattress, box springs, mattress cover and frame on February **, 2014. It was delivered the following day. I set up the set only to find that it was HARD as a brick. I did not sleep that night at all. I decided to try it again the next night. The same thing, no sleep at all. My back started hurting. Due to the bad weather, I was not able to go back to the store until Sunday, February **, 2014. The gentleman was very nice. I told him I wanted a firm bed. However, I did not know there were different levels of firm (plush, luxury, supreme luxury) until Sunday, February **, 2014 when I went back. The same gentleman was not there. There was a lady there who at the time had another customer. When I told her I wanted to exchange, she took her time in helping me. While I was in the store, I call the In Home [redacted] line, just to ask a few questions. When she saw me on the phone, she ran over to me and asked what was going on. Then she was ready to help me until someone else came in the store. She said excuse me and hurried over to the new customer. This same action happened again when 2 gentlemen came into the store. I would ask a question, and she would turn away from me and speak with them. I know this is because I was not her original customer. She did tell me to lay on 2 different beds to see how they felt. I did. In the store, the one I chose felt ok. Also, after being there for over an hour, and not sleeping for the past 4 days, I felt like I was going to pass out. The mattress I chose was a Beautyrest World Class Recharge Queeen Set. I was concerned about firmness once again because it did not say that on the tag. The [redacted] said it is firm, it does not have to say that. I told her I wanted a soft firm mattress. She said this is. The bed was delivered to me February ** with not problem. When I laid down to go to sleep, I felt like I was sinking. Today my back hurt so bad, that I was debating on going to work. This bed is terrible. I called the Corporate office and was told only 1 comfort exchange per customer. I have had no comfort in a week. I was told I could exchange again under the "Satisfaction Assurance" program and I would have to pay $129.99 and $99.00 delivery charge. If the [redacted]s did not assist me as they advertise and I am getting sick because of a bad bed, why should I have to pay for another program? I don't mind paying the delivery charge. I paid the $129.99 and I should not have a $2,000.00 bed and can not sleep in it.Desired Settlement: I want a comfortable bed without having to keep paying more money. I would like to have my $129.99 refunded.

Business

Response:

Case #: [redacted]

On February **, 2014, [redacted]

purchased a Simmons queen set and received delivery on February **, 2014. On

February [redacted] 2014, [redacted] contacted us to advise the bed was too firm and

she would like to do a comfort exchange. We processed the exchange for the

customer and she received delivery on February **, 2014. On February **, 2014 the customer contacted

our Warranty Department as she was still experiencing discomfort with her

mattress and wanted to do another exchange. We advised her that each customer

is only allowed one exchange under the ‘Comfort Exchange Program.’ However we

would make an exception and allow her do the exchange under the ‘Satisfaction

Assurance Program.’ [redacted] was advised that the fee to complete this

exchange would be $129.99 and a redelivery fee of $99.99. [redacted] accepted

the term and we created another exchange for her. She received delivery on

February **, 2014.

Upon receipt of the complaint

from your office, we reached out to the

customer on February **, 2014. We advised the customer that the fees charged

are correct based on our current exchange policies. However, as a good customer satisfaction gesture and

due to the proximity of the exchanges, we would refund the Satisfaction

Assurance Fee that she paid on her last exchange. Customer was appreciative and

thanked us for the gesture. Customer will see a refund back to her card in 3 -5

business days.

We believe no further action

is warranted at this time. If we can be of any further assistance, please contact

[redacted] at ###-###-#### 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:

It was agreed upon with myself and Sleepy's to refund the Satisfaction Assurance Fee of $129.99 to my account. I was told on February **, 2014 it would be refunded in 3-5 days.

To date, I have not received that refund.

Thank you,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding Case #: [redacted]. On March **, 2014 we spoke to [redacted] and advised

her that her refund has been processed in the amount of $129.00. We sincerely

apologize for this delay. The customer will see the credit on their card with 3

– 5 business days.

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]

Consumer

Response:

I do not want this complaint to be closed until I receive my refund. As of today, Wednesday, March **, 2014, the refund has not been deposited.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however the matter is not resolved until I receive my refund.

Sincerely,

Review: I could've clicked may of the choices for the nature of the complaint. I will start from the beginning.I purchased a Tempurpedic™ Rhapsody bed and adjustable base (approx $5,700) back in November 2013 at the [redacted] location. This bed was purchased for my father. I was assured by the sales representative that I would be able to fully refund my purchase if he was unsatisfied with the product. With this assurance I went ahead and purchased it with a credit line from the company. We received the bed on a Sunday. My father slept in the bed for a few nights and woke up in tremendous pain. The bed was not right for him. He suffered for weeks in pain following this episode. He stopped sleeping in the bed the first week. At the same time, as I tried out the bed, the adjustable base broke- the bed got jammed in a V-shape (and remains that way 1 month later). We emailed and called Sleepy’s, who sent out their men to service it. Email correspondence

Re: SleepyInvoiceNumber:[redacted]

Date: Sunday, November **, 2013 11:38 PM

I'm a very upset right now. My adjustable bed stopped working. It is currently stuck in an upright position with legs raised and will it budge. The remote will activate the massage but nothing else will move. I have pressed flat, tried to move the head and legs both up and down and nothing. The light is lighting up when the buttons are pressed but nothing works except the massage. I have unplugged the machine - nothing. Very disappointed at this moment. Will have to return this product.

[redacted] They were unable to fix the bed. We contacted Sleepy’s again by phone and email stating that we wanted the bed returned. After a $2,500 base breaks within a few days it removes the confidence in the purchase. We also explained at this time that we were dissatisfied with the mattress and wanted it returned.

Sleepy’s then told us via phone conversation to go back to the location to choose another bed for an exchange. We went right before [redacted] when they had promotions. We chose a mattress that was supposed to come with a $100 gift card. When our sale rep tried to get the gift card they told him we were not eligible . We found that hard to believe, so decided that we wanted the bed returned, not exchanged. We thought it was absurd that a company was willing to lose a customer over a $100.00 gift card. When we got home we contacted Sleepy’s again and sent the email below. They then told us that the base was non-refundable. Something that I was not made aware of during the purchase. They wanted to repair the base. We were definitely not pleased with the quality of the base. It broke within days and now they wanted to service it. Unacceptable. So not only was I not told that this couldn’t be retuned but they wanted to service a BRAND-NEW product that shouldn’t have broken. Obviously this merchandise was defective, or else it wouldn’t have broken.

Re: Sleepys Invoice Number: [redacted]

From: [redacted])

To: [redacted];

Cc: [redacted];

Date: Sunday, November **, 2013 8:12 PM

To whom it may concern:

Your men came out to reset the base. They were unable to correct the matter. The bed is stuck in an upright position with the legs raised. My father experienced tremendous pain in his back upon sleeping on this bed. He had trouble walking for a week and a half. To top it all off the base broke!

We spent close to $6,000. We are dissatisfied with this purchase and want the bed removed immediately.

We tried to exchange the bed - even though we could return this and do business elsewhere, however as our salesman [redacted] tried to negotiate with the [redacted] and a phone rep, they would not budge on honoring the $100.00 gift card offered with the new purchase. Now the company has lost out business all together. Very bad customer service on their part. [redacted] has been knowledgeable, friendly and helpful. We are sorry that he had to lose a sale because of the company's unwillingness to honor sales promotions on a return.

We do not want the base serviced. My father does not like the bed and we will not keep something that breaks in a matter of 2 days. I have been sleeping in this bed uncomfortably for days. I have now moved to the couch. Unbelievable.

My father will be contacting his lawyers if problems arise.

Thank you in advance for expediting this return.

Please contact us to set up removal and return of this bed and base.

(I never received a reply to this message)

After much arguing on the phone, my father agreed to make an even exchange. They stated that we mus spend $2,800 on a new mattress, which was still unfair but we needed a replacement; we could not sleep in the mattress we had. Sleep’s stated that they would note the account to reflect this agreement. My father went back to the location to make the exchange where a different sales representative ([redacted]) stated that he could not do the exchange. The sales rep called the main line for Sleepy’s and they too said that no exchange was possible- after having received the okay over the phone. Once again we were angered and very dissatisfied- still having a keep a mattress that no one could sleep on!

After, my father contacted them again- this time speaking with [redacted] named [redacted], ext- [redacted] who then okayed the first agreement to exchange the bed but stated that we would have to pay $175.00 to have the bed and base removed- which again, was never explained during the purchase when I asked about the return policy.

At this point we do not want to do any business with the company. We would ike the bed and based fully refunded.

We have had to deal with non-stop aggravation and dissatisfaction from this company. We do not want to do any further business with them. Not only did my father suffer a lot of pain, we received a defective product, have been told incorrect information and have had to go back and forth over the phone and to the location numerous times and still have a defective product that can not be slept on in our apartment. This has been going on for a little over a months time.Desired Settlement: At this point we do not want to do any business with the company. We would like both the mattress and base refunded immediately. We are dissatisfied with their products, refund policies and customer service. We should not have to be stuck in an agreement for a defective product. It feels as though we are being forced to do business with them. We tried and they failed.

Business

Response:

Case #: [redacted]

On November *, 2013, [redacted]

purchased from Sleepy’s a Tempur-Pedic Rhapsody queen size mattress with the

Ergonomic Premier Adjustable base. On November

**, 2013, [redacted] contacted Sleepy’s Customer Service claiming that the

adjustable base was malfunctioning. Sleepy’s dispatched a delivery team to

customer’s home to diagnose and correct the problem. However, our delivery team

advised that the base was indeed defective and they could not rectify the

issue. [redacted] requested to return both the mattress and the adjustable

base. Despite the requirement to have the Tempur-Pedic mattress in customer’s home

for thirty (30) days prior to doing an exchange or a return, the Regional Sales

manager approved for the return of the mattress, however the adjustable base was

excluded from this offer and could not be returned as referenced in the Terms

and Conditions of the sale.

On December *, 2013, we

advised [redacted] that we would allow him to exchange the adjustable base

for a mattress set of his choice, however, he would be subject to a Temper-

Pedic return fee of $175 and a delivery fee of $99. Customer advised that he

would call us back.

Upon receipt of the complaint

filed with your agency, our Customer Relations Department reached out to [redacted].

Notwithstanding our terms and conditions but taking into consideration the

numerous issues the customer experienced with the purchase of this set, Sleepy’s

agreed to accept the return of the base and to offer credit to [redacted] so

she may select another mattress set of equal or greater value. We will also

waive the Temper Pedic return fee of $175 and a delivery fee of $99. [redacted]

accepted the offer and completed the exchange of the set on December **, 2013.

Therefore we believe that no

further action is required at this time. 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 have determined that my complaint has NOT been resolved because:

Hi,

I am waiting to hear back from [redacted], who will be out of the office until the [redacted]. We did make the exchange and return the bed, however, My credit card balance does not reflect the exchange amount. Issue not 100% resolved. I will respond to your request as soon as I hear back. As if right now , still unresolved.

Thank you,

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:

Sleepys has made an adjustment to my account, however the amount is incorrect. I was only supposed to be billed about $2080. Plus tax, instead with two payments that I've already made to totaling 195.00 my balance is still close to 2,500. Again there is a discrepancy.

I contacted [redacted] , who has been very helpful however I hope that no one else has to go through this. Their own people stole the bed that was taken out of my home to be returned because it wasn't listed on the slip- they stated that they did not take it. After pressure from sleepys the drivers stated that they thought it was to be thrown away- first they never took it. It was a brand new bed. This is not the kind of company I would ever recommend . I am so sorry that I have done business with them but I can promise that it will never happen again. Your company really needs to take these types of actions into consideration. I don't see how they could have a good score with you.

Please do not close the case. Had to wait for the refund to reflect on my account which it has and is incorrect.

Thank you ,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the

rebuttal regarding case #: [redacted]. Below is the breakdown of [redacted]’s refund:

Total Purchase: $5632.13

Returned Tempur-Pedic mattress:

- $3234.52

Less Return Fee: - $175.00

Total

Refund: $3059.52

Remaining

balance: $2572.61

Less customer’s payment: - $195.00

Remaining

balance:

$2377.61

We hope this clears up any

confusion. 5,632.135,632.13If we

can be of further assistance, please contact [redacted] at ###-###-####

or [redacted]

Review: We scheduled a delivery for a new mattress in our new home for April *, 2014. Upon arrival, the delivery men cut across our lawn and dropped our new mattress ($2000 mattress + $200 delivery charge) on the ground. They entered the home, knocking into our banister and taking off a chunk of it. Then bumped the wall, and dragged it all the way up the walls leaving marks... in our new home. They proceeded to knock into the wall in the hallway, pushed it into the room and dropped it on the floor and left. No apologies. We contacted Sleepy's main 800 number as well as email and calling our local store that we placed the order from. Sleepy's headquarters referred us to the delivery company, who we sent pictures to, but then they never acted. We continued to contact Sleepy's headquarters, and they have completely stopped responding. We have not repaired our banister or walls yet because we do not want to cover the evidence. It is embarrassing because it is our new home, and it looks trashed upon entry due to the carelessness of these delivery men.Desired Settlement: We would either like compensation so that we can make the repairs necessary at no cost to us. We should not be responsible to pay for damages to our home that they caused. We paid a lot of money and we very excited about the new bed and new house that we worked very hard to save money. Someone came in and destroyed our home without apologizing and obviously not caring considering this happened over 3 months ago and nothing has been resolved.

Business

Response:

Case #: [redacted]

On April *, 2014, the day of delivery the [redacted]’s phoned into our Customer Care center where all calls are recorded and claimed the driver left a few scrapes on his walls and also took off a piece of wood from his stair banister. The same day the [redacted]’s claim regarding the damage was sent to the trucking [redacted].

On April *, 2014, the [redacted]’s phoned into Customer Care advising that she was dissatisfied with the delivery service and at that time mentioned to the representative there were also drag marks that occurred during the delivery completion.

On April **, 2014, the trucking owner reviewed the information that was provided by the consumer.

On May **, 2014, the trucking [redacted] attempted contact with the consumer in an attempt to review the damage claim information as well as schedule a convenient date and time he can visit their home and view the damage.

On May **, 2014, an e-mail was received by consumer stating that resolution to the driver damage claim was taking a lengthy period of time. The transportation Department generated a response requesting that the estimate and the photos be sent directly to that department via e-mail.

Upon receipt of this complaint received from your office, the [redacted]’s invoice was accessed and confirmed that the independent trucking company did in fact attempt to reach the consumer on April *, 2014, April **, 2014, and April **, 2014.While we are immensely apologetic of the alleged occurrences the consumer is relaying. Unfortunately, Sleepy’s is unable to honor the

consumer’s request of a complete refund reflective of the invoice total in the amount of $2,193.47. Due to the drivers being independent trucking companies the compensation or any monetary relief the consumer is seeking must derive from

the trucking company[redacted]. As stated prior upon review there has been several messages left for the consumer by the [redacted] the consumer can utilize that contact information in an effort to coordinate resolution with the trucking company[redacted].

In the interim we will diligently assist the consumer in resolving her driver damage concern by following up with the [redacted] on her behalf. If you require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

hi [redacted]

this complaint has not yet been resolved. we had an appt for someone to come out tonight (7/**) at 7:00 pm to assess the damages. They have not called and did not show up and it is 7:15pm. We are completely fed up. Please let us know how to proceed. Thank you.

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 apologize that I didn’t respond to this. our case has still not been resolved. we are awaiting to hear from sleepys since monday. thanks!

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your 2nd inquiry regarding [redacted]

Sleepy’s was surprised to receive this rebuttal from your agency, considering the assistance we provided the consumer in regards to obtaining a resolution of her alleged damage claim.

As expressed prior all claims of damage must be handled directly with the trucking company/owner. As a courtesy to the consumer we attempted to assist. To date the estimate the consumer provided was reviewed and a counter offer made at $2,193.47. The offer was accepted by the consumer and relayed to the trucking owner for finalization. At this time I have not received a concrete date as to when the consumer’s funds will be released or in what manner. The consumer has been advised previously once that information was made available an immediate update will be provided.

Since we have continually assisted the consumer with the resolution of her damage claim we believe no further responses are required. As stated in the previous responses the consumer at this time can direct any additional inquiries to the independent trucking company regarding a payment date. If I can be of any further assistance or should you require any additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Nearly 8 weeks ago I purchased a Kingsdown Sleeping Beauty Arian mattress for approximately $4,000 at Sleepy's. The salesman — Steve, from the New Milford Ct store — described it as a "top of the line" mattress with the most durable material GUARANTEED for a lifetime. He said, having owned one himself, it would take 3-4 weeks to “get used to”.

When it arrived and I had my first night’s sleep, I immediately noticed the mattress wasn’t nearly as comfortable as it felt in the store. Recalling Steve's advice, I figured it would take some time to get used to it. So, that’s what I did. And over the next 8-10 days, I found the mattress increasingly less comfortable, to the point where I was constantly tossing and turning through the night trying to alleviate sharp pains in my shoulders, knees and hips, numbness and lost circulation in my lower legs. As a healthy, pain-free adult of 140lbs, I was suddenly feeling discomfort levels I’ve never experienced before.

I wondered, did I need to allow even more time to get used to the mattress? By the end of the third week, I started waking with sharp pains in my lower back and shoulders. So I called Sleepy’s, spoke to Steve again, and described to him my experience. He insisted I give it more time, saying that the top layer is softer that the succeeding lower layers and I needed to give it time to adjust. It sounded reasonable, particularly since I WANTED to like this mattress having paid a premium for it. But soon the discomfort level became unbearable and I was unable to sleep at all.

The following week I had to travel, which allowed a break from the mattress and a point of comparison. I slept comfortably and through the night, each night. Upon my return, I thought to give the mattress one more shot, but the tossing and turning started, the pain in my lower back flaring again. Now I noticed my body literally sunk into a hole so much so that my legs are raised up higher than my back. When I tried resting on my side, a sharp pain came my hip and knees, cutting off circulation to my lower legs — my calves and feet were airborne.

The next morning, I stripped the mattress of sheets. That’s when I saw the dramatic sagging — as if my body were still lying there — and a visible HUGE bump in the center. I called Sleepy’s again. The salesman, Steve, said he could offer no recourse since it was beyond the 30 day store return policy, and directed me to the warranty center. The warranty people told me the same: that I am not eligible for a return. Even after I explained that the mattress — purchased for $4,000 not even 8 weeks ago -- looked as if it had more than 20 years of wear. I’ve written and called several times asking to escalate, and have received the same response: after 30 days, they will offer no recourse. They have since stopped responding, and apparently expect me to accept the fact that I was robbed of $4,000 for a defective mattress.

I do not accept this response from Sleepy's. This is misrepresentation. Sleepy’s should be legally bound to extend a full refund for a defective product, under warrantee, that was sold to me under false claims and stall tactics. This is a serious issue that has not only affected my health, but my ability to work and function. I am now under enormous distress and will not only seek full recourse from Sleepy’s but will use all means necessary to ensure consumers know not to trust the Sleepy's brand.

This is nothing short of a scam. Sleepy’s does not stand behind what they sell.Desired Settlement: I am demanding a full refund of $4,329.50 for a defective product, under warrantee, that was sold with false claims and and stall tactics.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. In an effort to assist [redacted] and resolve his complaint he has been extended the offer of: A partial refund of $1,680.66, to be restored in the same manner paid and allowing [redacted] to reselect another mattress he may find suitable with the remaining $1, 680.66. The two combined reflect the $3,361.32; you invested in the mattress solely.ORThe opportunity to upgrade from the $3,361.32 at no additional cost.[redacted] has accepted our offer however; he has been unsuccessful in locating a mattress of his preference in his local showroom. The consumer will contact me directly via e-mail or phone to advise once his selection process has been completed. If I can be of any additional assistance please feel free to contact me at ###-###-#### or [redacted].

Review: I purchased a Tempurpedic Cloud Supreme Queen sized mattress from the Sleepy's location in [redacted], ** on 1/**/14 which was delivered on 2/*/14. The mattress was considered a "clearance" item and was therefore not returnable. However, the product I received is defective. I didn't know it was defective until I slept on it - I am 125 lbs and I sank in HALFWAY through the mattress into a crater. I could not turn over or even get up without a struggle, in addition, I was overheating so much I had to have my window wide open and I returned and exchanged my year-round warmth comforter to a light-weight comforter to help alleviate the overheating (barely helped). I have not slept well since 2/*/14, in fact the only night I got any sleep to speak of was the night I slept on the floor (2/*/14).

The mattress I tested out in the store, which was supposedly the exact same model, had none of these issues or I would of never purchased it. The mattress was advertised to me as "firm", the mattress I received was anything but firm, even in a freezing cold room. I have slept on other memory-foam style mattresses at friends houses and had no issues with them so I am certain it is the mattress itself.

I called the store first to see about exchanging it, they said no because it was clearance but I could try the [redacted] number to see what customer service could do. Long story short, same outcome. The [redacted] I spoke with ([redacted]) told me to call Tempurpedic since it's their mattress and their warranty issue, I called them, they said that the mattress was subject to the retailers return and exchange policies and not valid for the 90 day try out program. I called Sleepy's back, same answer, I can't return or exchange it, it is sold in "as is" condition.

As is in LEMON. I spent $1800 on this stupid mattress and I am DETERMINED to get my full $1800 back on this sleepless lemon mattress. I am filing a small claims lawsuit either tomorrow or next week depending on my schedule. I am sick of playing games with this company and I must reiterate that I HAVEN'T SLEPT IN DAYS.

Additionally, I've been lied to twice now by the Sleepy's customer service staff saying they can't resell clearance mattresses because it's illegal. That's a total lie, so long as the mattress is less than 30 days old it is considered new and therefore can be resold under NYS law.Desired Settlement: I want my full $1800 back. I will buy an inner-spring mattress elsewhere because I am disgusted with Sleepy's customer service and their lies. I want the $1800 back in cash because that is what I paid it in.

Business

Response:

Case: [redacted]

On

February *, 2014, [redacted] purchased a Tempur-Pedic Cloud Supreme Queen size

mattress, which was sold to her as a clearance

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

claiming that her mattress was sagging.

Sleepy’s offered [redacted] the telephone number to Tempur-Pedic since

this was a possible warranty issue. Tempur-Pedic handles their own warranty

claims and since this was a clearance item no other options, such as Comfort Exchange

or 90 day trial were available.

On

February *, 2014, [redacted], filed a complaint with your agency. Upon receipt of this complaint, a Customer

Relations representative contacted [redacted] and explained the terms of a

clearance product and advised that we would work closely with Tempur-Pedic to

find out why they would not accept her claim. Upon

review with Tempur-Pedic they claimed that they had no record of the warranty

claim request and created a customer account in their system and contacted [redacted]. Since [redacted] did not

proceed with having sent pictures to Tempur-Pedic, we requested that [redacted] forward us photos of her mattress showing the defect. [redacted] has agreed to do so. Once we receive the pictures, we will review

with Tempur-Pedic and make a determination if the warranty claim is valid. If a warranty defect is proven Sleepy’s and

Tempur-Pedic will allow [redacted] to select at Sleepy’s instead of directly

from Tempur-Pedic. Sleepy's has also offered an employee price on a new

purchase if the warranty claim is not approved.

As we

take these complaints very seriously, we will continue to work with the

customer in an effort to resolve her complaint. In the interim, please do not

hesitate to contact [redacted] at ###-###-#### or [redacted] should you have any

questions.

Review: I recently purchased a mattress from Sleepys in [redacted] on [redacted]. Our original budget was to spend about $600 on a queen mattress. The salesman upsold us on a queen adjustable mattress set at $1,099; however, after he checked the system it would not be available until July. He noted if we were willing to pay a bit more -we could be in our new adjustable mattress set quickly if we upgraded to a king set. The king was priced at $1,499. Understanding that we were getting an adjustable mattress we agreed and were excited. We were siting and testing the mattress in the store we were purchasing with him. The problem was noted upon delivery, we asked the deliveryman for the remote and he denoted that we had the incorrect base. Although upset, we thought this was a simple oversight that you could correct. We went back into the store where they proceed to explain the standard mattress purchasing options of the term mattress set. We explained: We know what we saw (images attached), we know what we heard, and we certainly know what we agreed to purchase. They apologized for the salesmens confusion and said that the [redacted] would call me after 24hrs; NO RESPONSE. After 24hrs, I called the customer service phone line filing a complaint and was told that the [redacted] would call me within 24hrs; NO RESPONSE. After countless demands I finally got an [redacted], who offered for an additional price to provide the correct queen version. It seems their policy is to continue to get more money regardless of the customer satisfaction or salesman error.Desired Settlement: Their website states that my satisfaction is guaranteed. At this point we would like a partial refund of the purchase price.

Business

Response:

Case #: [redacted]

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

On June *, 2014, the [redacted] residence received delivery of a Enso king size cool gel hybrid mattress, and two Titan universal standard box spring 39X80 purchased from Sleepy’s.

On June *, 2014, the same day of delivery the consumer reached out to his local store with claims of not receiving an adjustable base. It was at that time the Mattress Professional fully informed the consumer that what was set up in the showroom was a bedding display designed for consumers to try the bedding/mattress of interest. [redacted] was advised that he was never charged

for an adjustable base which normally ranges in price from $999.99 to $2,000.00. [redacted] was charged $271.24, for his foundation and $1,510.94 for his total invoice.

As a direct result of this complaint an attempt to reach the customer was made at ###-###-#### with no success where a message was left. After review of [redacted]’s complaint Sleepy’s has opted to depart from its well established policies and procedures to ensure customer satisfaction, and offer [redacted] accommodating pricing on an adjustable base of his choice.

Since we have resolved the complaint to the customer’s satisfaction we believe that no further action is required. If you should require additional information,please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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

I do not consider my compliant resolved in any manner, this was a ridiculous attempt to remain compliant to Revdex.com terms. They only attempt to contact me at the worst time possible and ensured I could only call back during business hours.

Sleepy’s attempted to contact me on a Saturday. I would also like to note that no specific contact information was left on the message. I returned the message during business hours to get a representative help me find “[redacted]” the proper contact. After repeated attempts to call her, I asked the customer service representative to hold until she was available, however in true Sleepy’s form - I was told she would call me back. Of course, I have not received a call back.

To add further insult, the response on this site says they will offer me my choice of new base at a discount. Again, I do not wish to pay one penny more than what I agreed to pay the first time. You sold me a set and switch the product on delivery. RETRAIN your staff, CORRECT your signage and provide me with the proper compensation for all this trouble you have put me and my family through.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

On August *, 2014, [redacted]’s rebuttal was reviewed and an additional attempt to reach him was made, with no success. As a result a detailed message was left for [redacted] requesting a call back at his convenience. There is a record of [redacted] returning the previous message left for him.

Unfortunately; there will be no additional offers made as the previous response states Sleepy’s has opted to depart from its well established policies and procedures, and offer [redacted] accommodating pricing on an adjustable base of his choice.

Since we reviewed the customer’s complaint we believe that no additional responses are required. If you should require additional information, please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Review: My mattress which is 6 years old started to sag in the middle and become very uncomfortable. I called Sleepys and they had an independent contractor come and test the mattress. The man said yes this mattress is done. I waited and waited for my inspection report to come back. Finally after many calls to Sleepys and a lot of pressuring they finally mailed me my inspection report which said the mattress was indeed sagging after only 6 years. They told me the warranty could not be used because I didn't have a middle bar on the bottom of my frame. I told them when I purchased the mattress no one told me I needed an additional middle bar in addition to my box spring. If they are "mattress professionals" like they claim to be why didn't anyone tell me about this bar? I had showed them a picture of my bed and when they installed no one told me I needed this special frame or my bed would sag!!! What kind of mattress professionals are they?! They do not stand by their products and services!!! I am very disappointed in their customer service!!!!!Desired Settlement: I want a replacement of my 6 year old matters

Business

Response:

Case # [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. At this time to assist us in review of [redacted]’s concern we are requesting the order number, phone number, etc. or any relevant information associated with the invoice be provided. [redacted] can contact me utilizing the information provided below; if I am unavailable a detailed message can be left.If you have any further questions please contact me Chanda N[redacted] at ###-###-#### or [redacted]

Consumer

Response:

Phone numbers that the original order may be under is:###-###-#######-###-####Address originally delivered was:[redacted]Customer Ref [redacted]Work Order number from Bed Chek is [redacted]

Business

Response:

Case#: [redacted]On March **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in August 2007 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 mattress 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], Sleepy’s is offering an employee discount on a new mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance).This reflects a deep discount on the newly selected bedding set of his choice. 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 Chanda N[redacted] at ###-###-####.