Sleepy's

Review: This letter is in reference to a purchase we made at the Sleepy’s in [redacted] in May of 2010 (Invoice #[redacted]). My wife and I purchased a Laura Ashley Aurora Queen Mattress and Box Spring Set and had it delivered to a nearby store for pickup. Our experience at the store was pleasant.

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

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

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

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

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

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

Business

Response:

Case # [redacted]

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

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

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

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

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

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

Consumer

Response:

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

[Your Answer Here]

they are ignoring the last thing that has occurred

all the rest is history

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

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

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

at additional cost to us again

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

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

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of [redacted]'s rebuttal.

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

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

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

Review: 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: 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].

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].

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

After a detailed review of [redacted]’ complaint and invoice there are no additional adjustments and/or refunds to be made on the account. The $41.61, which has been restored, will be the only offered adjustment. Since we have reviewed [redacted]’ complaint, we believe that no further responses are required at this time. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [redacted].

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

Business

Response:

[redacted]On October **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that his king size Stearns & Foster mattress delivered on September **, 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. [redacted] would be required to conduct a self-inspection of the possible defect being reported by taking the necessary photographs and filling out a questionnaire; [redacted] informed Sleepy’s that he would not be able to perform the required inspection. To accommodate [redacted], Sleepy’s arranged for a third-party independent inspection company to send a technician to his home and perform the inspection for him. On October **, 2015, the Stearns & Foster mattress was inspected by the third-party independent inspection company. The inspection submission was reviewed in accordance to the manufacturer’s guidelines revealed the mattress met manufacturer’s standards and therefore was ineligible for a warranty replacement. Pursuant to the terms of the manufacturer’s warranty, which states “The Limited Warranty EXCLUDES: normal body indentations or sagging (not associated with sag in foundation) of less than 1½" for Latex or Innerspring mattresses, or less than 3/4" for Memory Foam mattresses, is not covered. “Upon receipt of this complaint from your agency, a Consumer Relations Representative reached out to [redacted] to further address his warranty concerns. Due to the mattress not displaying an approved warranty defect, [redacted] was offered a partial store credit of $500.00 as one-time an accommodation for customer satisfaction. The consumer can utilize the authorized store credit to select a new bedding set of his choice. Additionally, we will offer [redacted] a Corporate Discount in conjunction with the partial store credit to assist in absorbing some of his out of pocket cost.If [redacted] would like to take advantage of this offer, please have him contact Sleepy’s. Since we have attempted to resolve this complaint to the customer’s satisfaction, we believe that no further action is required at this time. Should require additional information, please do not hesitate to contact Chanelle R[redacted] at ###-###-#### or [redacted].

Review: Good Morning.

First let me start by saying... This has been an on going issue w/Sleepy's. I had contacted the Revdex.com before to get anyone to hear my voice, let alone find a resolution and BOOM... As soon as I reported them to the Revdex.com and involed the Revdex.com, I saw results. I'm hoping for the same outcome. I'll try to keep it as brief as possible however it is a long drawn out dispute that words alone, can't describe. If I can have you contact me, I can give further information. I'll just say that the 2 beds that I've purchased are beyound defective. I had one mattress replaced on one bed and a boxspring replaced on the other. And here we are again. I'm trying my best to resolve the issues but my cries have fallen on deaf ears. It was suggested that I purchase new sets. Both sets I have, are under 10yrs., I would like a replacement of my choice. Not the same one they keep offering me, cause obviously they're not up to standard. I was told to go to a show room and purchace a bed at a discounted price. Only thing is, they fail to give any information on a discount (example... 10% 15% 25% and so on). I also told [redacted] (at Headquaters) that was not a good option for me, as I am hombound and not able to afford a $800 dollar bed. Another representative offered the same bed for $700. [redacted] insisted that I go to a show room in order to receive a discount. It was not a matter that can be resolved over the phone. She then rudely suggested that someone go in my place (because I'm homebound) and try out a bed on my behalf. I then told her how was that even possible? What feels good to them might not feel good to me. She then said that was my only option! I am truly disgusted!!!!!!!!!!Desired Settlement: At this point, I dont know what or how to comment on an outcome.

Review: I purchased a mattress & box spring on 2/**/2013. I called customer service in August to report a need for repair. The top of the mattress' fabric was coming undone. It was not a rip, but the fabric had a run and was coming apart. They sent an adjuster to photograph the bed. He pulled it apart and damaged the bottom of the boxspring. Ripping the fabric on the bedframe. No one ever called me back in 3 weeks. When I called customer service on 11/**/2013 to check the status I was told the warranty was voided because of the "rip" and that because the frame did not have a middle support. The rep told me that since the fabric was not open it was not covered. I tried to explain to her that it was open and not a "rip" but the fabric came undone. She was very rude and they refused to help.Desired Settlement: I would like a repair or replacement mattress. This mattress is less than a year old and barely slept on.

Business

Response:

Case # [redacted]

On February

[redacted] 2013, [redacted] received delivery of a King Koil Perfect Solutions queen

set that she purchased on the previous day. On August **, 2013 [redacted]

contacted Sleepy’s Warranty Department claiming that the stitching in her mattress

was unraveling and the fabric had a snag from one end of the mattress to the

other.

As this

was potentially a warranty issue, we coordinated for an inspection of the

merchandise. Sleepy’s arranged with a third-party independent inspection

company to inspect [redacted]’s mattress and box spring. The inspection

results revealed that the mattress had a rip in the fabric and the bedding set

was not properly supported as her frame was missing a center support.

Supporting pictures from the inspection are attached with the label (A). The rip

in the fabric and the improper support are both voiding factors in the

customer’s bedding warranty. A copy of the manufacturer’s warranty is attached with

the label (B).

We

spoke to [redacted] more recently on December *, 2013 in which we re-iterated

that the warranty claim was denied due to improper support and a rip on the

mattress which voids the manufacturer’s warranty. [redacted] offered to send

in additional pictures showing that she has since corrected her bedding

support. Please refer to attached document labeled (C). [redacted] also

provided additional pictures showing the snag in the fabric which after further

review, we feel may have contributed to the hole in the fabric. Please refer to

attached document labeled (D).

Taking

into consideration that the [redacted] has made an effort to correct her

support and to foster good customer relations, on December *, 2013 Sleepy’s offered

the customer the option to exchange her mattress as an accommodation. To

process the accommodation exchange [redacted] was advised that she is required

to pay the standard delivery fee of $85. When this option was discussed with

[redacted], she objected as she did not want to pay the delivery fee. Upon

further review, we reduced the delivery fee to $60; however [redacted]

declined to pay the reduced amount. [redacted] has since advised us that she

may consider filing a dispute with her credit card company for the original

purchase amount.

We

believe that that no further action is required at this time due to the

generous offer we have made available to the customer. If you have any further questions please

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

Consumer

Response:

I sent [redacted] a message yesterday via email after trying to reach her via phone to have her give me a call to set up payment & have the new mattress delivered. I was told she would call me within the hour. She never did. I called her today and also got her voicemail. Once she gives me a call I am willing to set up payment. I've been told by another supervisor that it can be reimbursed at a later date. I am willing to accept Mrs. Walker's offer once she gives me a call back.

Sincerely,

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: We purchased a mattress at Sleepy's with delivery and installation on 8/**/2013 by Sleepy's personnel. In less than six months the mattress was sagging and we contacted the store where it was purchased. When I returned to the store to complain about the condition of the mattress I was told by one of the salespersons that they had difficulty with this mattress and there was a manufacturer's defect. I was told to call the 1-800 number and someone would come to look at the mattress. On 2/**/2014 a gentleman came and inspected the mattress and said he would submit his report. I received a call from Sleepy's on 2/**/2014 informing me that the mattress was not properly installed and therefore nothing would be done. I informed them about the salesperson's statement regarding the defects. I requested a copy of the inspection report but have not yet received it. On 2/**/2014 I called the Sleepy's headquarters to explain the problem and was again told that they would do nothing, and told me to read the warranty.Desired Settlement: Replacement I purchased the mattress in good faith as a consumer and yet after less than 6 months the product has proven defective. I feel that a mattress expenditure of $945 should provide more than six months service and requested some resolution from Sleepy's, however they refuse. We feel that the mattress was sold to us with their knowledge of the inferiority of the product and therefore we should be able to replace the mattress with a comparable product at no addition

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 4/*/2014, 2 pillows (GLGELSIDEPILL) were purchased ($100) with a king mattress and 2 powered bed bases. The pillows were returned, un-opened and un-used to the Sleepy's Inc. store on [redacted] accepted the return and promised to credit the cost of the returned pillows to the GE Capital account. On 4/**/2014, I returned to Sleepy's store to report what appeared to be an allergy to the bed (not part of this complaint) and asked [redacted] about the credit for the pillows. He claimed it would be processed.

Repeated calls to Sleepy's regarding the pillows and the bed were not returned. No messages were received on either the home or the cellular phone.

On 4/**/14, I called GE Capital, the financing institution, at ###-###-####, and talked with a [redacted]. She informed me that I could file a dispute and request to refund the purchase with GE Capital. On 5/*/2014 I called GE Capital to notify them that we returned 2 un-used, sealed pillows and that [redacted] of Sleepy's store had agreed to the refund. I informed [redacted] that we had not been credited for the return of the pillows.

I was called by Sleepy's staff regarding these issues only after the deadline for any returns had passed (5/**/2014) and after complaining to GE Capital.

In addition, [redacted] promised to send a technician to correctly adjust the raising and lowering of the two separate Privia power bases that raise and lower the ends of the bed so that they are in unison. No one has called about this problem and the adjustment has never been done.Desired Settlement: Based upon:

1. The failure of Sleepy's to credit the account for returned pillows,

2. The lack of response and delay in responding to credit, repair, and possible health issues from Sleepy's personnel and,

3. The past reputation of this company regarding advertising of return policies,

I would like to cancel the contract (no amount of the finance has yet been paid, nor is it yet due) and request to return ALL merchandise to Sleepy's without incurring any cost; whether due to return, transportation, or any other fee. I have lost my faith and trust in this company which has not acted in good faith regarding the purchase.

Business

Response:

Case #: [redacted]

On April **, 2014 our Customer Service Department processed a refund in the amount

of $106, which represents the purchase price of two pillows [redacted] returned to

our showroom. Unfortunately and very much out of ordinary, due to an error, the

credit was not sent to the customer’s GE account until May **, 2014. We

attempted to contact the customer on June *, 2014. He was not available so we

left a message on his voicemail requesting a call back. When we hear from [redacted], we will apologize for the inconvenience he experienced and open a service

ticket for him if he is still experiencing any issues with his adjustable

bases.

In the interim, if you should require additional information please contact

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

Consumer

Response:

I have reviewed the response from the business referenced in complaint ID [redacted], and accept the response solely with regard to the two issues specifically addressed (refund delay and failure to address bed mal-alignment).

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: Purchased Spring Air mattress at Sleepy's store in [redacted], had it 2 weeks and mattress started body impressions contacted the Sleepy store and they replaced mattress. Had mattress #2 31 days and had same issue. Visited Sleepy's store sales [redacted] stated that there had been other customers with same issue so he referred us to the Customer Service Warranty. Contacted them and they referred back to store they stated there was not much they could do so suggested we go back to store and pick out a new mattress but with that came a $100.00 fee for disposal and a $100.00 delivery fee because it was a comfort issue. The issue was not COMFORT it was quality of mattress and we felt the fees should be waved. We contacted our sales rep and [redacted] of [redacted] store neither was interested in helping us so we contact the manufacture of Spring Air. Again due to it had only been 31 days we were referred back to store. So, to say the least our experience with Sleepy's has been HORRIBLE and we still have not satisfaction with our mattress. We are exhausted trying so we purchased another mattress from someone else. Remember when purchasing a mattress DON'T buy from Sleepy's in [redacted], store customer service is TERRIBLE once they get your money they are done with you and you are stuck, if there is an issue with the product you purchased you are one your own. Comment to: Sleepy's your name is all you have and it only takes "1 bad apple" my statement will effect your future business. There's always something that can been done it's the "above and beyond" people remember.Desired Settlement: Replacement - All we were asking is for the $200.00 in fees be waved we were going to purchase another mattress so not only would be have been satisfied customers we would have shared our "above and beyond" experience and they would have sold us another mattress.

Business

Response:

Case #: [redacted]

Review: I purchased a clearance mattress from a store location and was told that they only had the display and nothing left in stock at their location so they will be selling me one from the stock of the near by location. I wanted to have it delivered to my home the following week once the furniture arrived by the salesman stated that they needed to have it done sooner to make room in the warehouse for new stock. The mattress was delivered two days later on 1/** and put into an empty room in my house until my funiture arrived on 1/**. When I removed the plastic from the product I noticed a black sticky stain in two areas of the mattress and a few dirty sections. I call customer service today 1/** as soon as they opened to report the issues and the rep. made a few note in the work log and stated that is has noted that I should go to the store and have it replaced or exchanged. When I arrived at the store I was told that I was sold a display mattress and that I he needed authorization to replace it. The store rep called customer service again and a different person stated that there is nothing that they can do and that I should have inspected the mattress when it was delivered and set up. I explained to her that it was not setup because I didn’t have the furniture yet and that I just unwrapped it, still they refused to assist. They then stated that since it was a clearace item I have the Sleepys 10 year warranty but that is only valid if I purchased the mattress cover (which I did) and that there is no stains on the mattress. There were stains when I opened it so she is now saying that I don’t have any warranty. I was mislead at the time of purches and by customer service when I called the first time and was told that all I needed to do was to go in the store and have it return/exchanged. This was one of the worst experiences I have had at a store. If I would have known that this was a display mattress I would have visited the other store to inspect it prior to purchase. I was sold a new/unwrapped non-display mattress according to what the sales man told us but that is not what I received.Desired Settlement: Replace it with the same model.

Business

Response:

Case#[redacted]

On January **, 2014, [redacted] purchased from Sleepy’s a king size mattress and box spring which was

sold to him at a deep discount, as outlet merchandise, with no warranty

coverage. [redacted] also purchased

two king size Love My Pillows and one Tempur-pedic Tempur cloud standard pillow.

At the completion of the initial sale [redacted]’s purchase invoice states,

“No warranty, As Is, No Refund/Exchange (see attached).” Additionally, included

in the Terms and Conditions of sale, is a statement of Sleepy’s No Refund/Exchange

Policy in clear and concise language. The No Refund Policy/ Exchange

policy is also conspicuously posted in Sleepy’s showrooms.

On January **, 2014, [redacted] contacted

our Customer Service Department requesting to exchange the clearance piece with

claims of the mattress bearing two black stains upon delivery. [redacted] was reminded that the merchandise

was sold to him “As Is” and an exchange could not be offered on outlet/clearance

merchandise. Taking into consideration the consumer upon completion of the

delivery signed the delivery invoice confirming the mattress was in sanitary

condition. In an effort to assist him with his concern a monetary refund of one

hundred ($100.00) was offered to assist the consumer with cleaning. [redacted]

refused the offer.

At this time the offer of the

one hundred dollar monetary refund is still available for [redacted] to take

advantage of this generous accommodation. Since we have attempted to resolve [redacted]’s complaint, we believe that no further responses are required at this

time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted]