Sleepy's

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]

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: This complaint is three-fold: (i) Sales representative did not disclose the motorized bases were not refundable. The entire sales pitch we were under the impression that we were able to return our purchase if we were not satisfied within 21 days for a charge of $150.00. Upon our return to the store in 10-days we were told we were stuck with the two twin bases, and that the receipt had disclosed on front and back that was the case. The same receipt that was stuffed in an envelope after I signed the credit card machine screen. This was never disclosed to us by the sales representative. (ii) Sales representative did not disclose the disposable fee would be $300.00 (or 2 fees of $150.00 because of the two Twin mattresses). The entires sales pitch we were told it was going to be $150.00. So now not only was I charged for $300.00 for disposal, I will also be stuck with two fitted sheets which are no longer needed (cost $70). (iii) Sales represenative pitched the "no snore" feature extremely agressively. This feature did not help at all, and even made snoring worse. This was falsely advertised to us, and now we are stuck with the most expensive base we will never use. The return sales represenative was very nice and helpful with the exchange, however we are very displeased by the sales tactics, false advertisement, and lack of disclosure related to this transaction.Desired Settlement: Refund

Business

Response:

Case #: [redacted]

On May ** 2014, [redacted] visited his local Sleepy’s showroom and purchased two twin

extra-long Simmons Beauty Rest Recharge mattresses along with a pair of Serta

I-Series Motion Adjustable Bases and mattress protectors for each mattress. [redacted] contends that he was not given full disclosure about our return and

exchange policies. [redacted] contacted Sleepy’s on June **, 2014 to take advantage

of our Comfort Exchange Program. We charged [redacted] two exchange fees of

$150 for each of his mattresses and we advised him there were no exchanges or

return on the bases as indicated in our Terms and Conditions noted on the

invoice and presented at the point of purchase.

Upon receipt of the complaint from your agency, we reached out to the customer on

June **, 2014. We apologized to the customer that all of the pertinent

information was not clearly expressed at the time of purchase. We reviewed out

return policy and advised that we would make a one-time exception and allow [redacted] to return the bases. However, we can only provide him with a Sleepy’s

store credit in the amount of $1,799.98, plus tax towards future purchases and

a refund of $150 for one of the exchange fees that he was charged. Customer

will review this offer with his wife and let us know.

In the interim if you require any additional information, please contact [redacted] at [redacted] or [redacted].

Review: I called sleepys to inquire if I could purchase an mattress set I found online in a store. I was told that because this was a doorbuster deal I would have to order online or by phone. I ordered the set over phone set on 2/**/2015. it was delivered the next day(3/*/2015). there were no details on the website regarding refund policy. it was only after the order was made that I received an email that disclosed the policies. Upon reviewing the policies I learn that they only offer refunds if not delivered on time. If you are not satisfied with the merchandise you may only exchange for equal or greater valued items. Again there was no way for me to know this at the time of purchase. I purchased a set that was the lowest price. It was sunken in the center of the mattress at the hip area making it very uncomfortable and unable to sleep on. I didn't want a equal replacement of the same inferior quality. , I had no choice but to purchase a set of greater quality. to add insult to injury, I was told I would have to pay a $150.00 disposal fee. The mattress itself only cost $195.00 so I thought this was a bit exorbatant. Eventually this fee was waived as I had the set less than 24 hours and it was collapsing in the center (hip/pelvic) area and I couldn't sleep on it. Now that I have to replace with an upgrade, i'm told that the earliest delivery date of the replacement would be 3/*/2015. nine days later, when the original set arrived the next day. I have no bed to sleep on until the new exchanged mattress arrivesDesired Settlement: Billing adjustment, the policies should be outlined on the website so that the buyer knows of the no refund policy. as it stands the buyer doesn't know this until purchase has been made and a email confirmation is sent. I should be somehow compensated for the inconvenience of not having a mattress to sleep on until the exchange arrives. I cannot sleep on the sagging original mattress and therefore had to pay addition money to cover the balance of the exchange. I am inclined to believe that the sagging mattress was so deeply discounted because of it's inadequacy and would need to be replaced with a pricier mattress

Business

Response:

Case #: [redacted]Sleepy’s was surprised to receive this complaint from your office, considering [redacted]’s exchange was immediately processed as she requested reflective of the Sealy Posture-pedic cushion firm set. On March *, 2015, [redacted] was advised by two of our Customer Care Representatives that the Comfort Fee in the amount of $150.00, applies to all consumers. However; in her case due to the merchandise being in the home four (4) days the fees will be promptly waived. It was also relayed to the consumer that unfortunately; the Sealy merchandise she selected as a replacement was out of stock at that time. On March **, 2015, nine days after the initial exchange request [redacted]’s exchange was completed. In review of the consumer’s complaint we are unable to offer any form of monetary relief or accommodation at this time. Since we have reviewed the consumer’s complaint, we believe that no additional responses are required at this time. If you have any further questions please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I requested an exchanged via online chat the same evening as as I received the mattress, not four days later. it is at this time that I learn that an exchange was my only option, as they do not make refunds. I was never made aware of this until after purchasing online. It is nowhere stated on their website rather it is not written on the purchase confirmation. Further after being told that exchanges could not be made via chat I called the company on the next business day which was[redacted], one day later. Not wanting to replace with the same inferior item I felt my only choice was to pay more for an upgrade which I did. Initially I was told I had to pay restocking fees ($150) but after some haggling this fee was waived. I was never told that the exchange item was out of stock but simply the date of March ** was the earliest available delivery date. I waited for 10 days while they claim next day delivery on their website. For the record, I requested the exchange same day as initial delivery, March *, 2015.

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

Sincerely,

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the rebuttal regarding [redacted]. Upon review of the invoice and rebuttal or response remains the same we are unable to offer any form of monetary relief or accommodation at this time. If you have any further questions please contact [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: Eight months after purchasing a brand new mattress set from Sleepy’s we noticed that the support was failing, that the mattress had ‘slumped’ and we could visibly see our body impressions on top. The mattress which was appx. $1800 was sold to us as a top of the line, firm support mattress. It had become uncomfortable to sleep on and is getting worse.

I called the retail shop where it was purchased, was told not top worry, that the warranty is very strong, and was directed to speak with Sleepy’s Warranty department. I did so. At that time the gentleman on the phone asked me a series of questions including whether or not the mattress was stained. I responded ‘yes’ as we had an exterminator in the house who sprayed the mattress which caused the dye on the binding to bleed. The blue binding fabric bled red on the mattress. He put me on hold saying he had to check to see if the particular manufacturer of my mattress would accept a return given the stain. After a few moments he came back on the line and said that it was still possible to return the mattress under warranty, even with the stain.

At the time he mentioned that the return/exchange could go one of two ways i.e. either a full return for a new, better mattress (I would of course pay the difference) or as part of a return program that would cost me $125 to return the mattress and get a new one. He indicated that they would be sending me a ‘body impression measurement kit’ to take a series of photos for their inspection.

I took the photos as directed. Great photos if I say so myself. The kit came with a letter saying that once the photos were received they would need 3-5 business days to process the claim. When I called to follow up after that time had gone by, I was told that actually it takes 7-10 business days. Not really important but the string of misinformation just keeps getting longer.

I called today to follow up and was told that my claim was denied, that the warranty was voided due to the stain. I tried to explain to the rep that I was originally told the stain would not present a problem and that I would not have gone through the elaborate exercise of the photo shoot and body impression measuring kit if they had told me that at the get go. The rep also told me that they saw additional stains on the boxspring which voided the warranty. I tried to explain that those ‘stains’ were not stains at all but rather, scuffs made by Sleepy’s own delivery men. On the day of delivery the men accidentally scuffed the mattress.

I was also told that the measurements did not qualify the mattress as faulty. The rep said they only see a body impression of ¾” and it needs to impressed 1.5” Perhaps if I were just a little heavier I could have met that criteria.

So, after much running around, after being told that everything would be taken care of, and that Sleepy’s stands by their merchandise, I am stuck with an $1800 uncomfortable mattress with no recourse.

I feel that Sleepy’s misinformed me at every turn and that they have conveniently avoided responsibility for the poor quality merchandise. I am at a loss.

Thank you.Desired Settlement: I want only what I was told by Sleepy's rep that I first spoke to on the phone - a better, more comfortable mattress.

Business

Response:

Case# [redacted]On November **, 2014 [redacted] customer contacted our Warranty Support Department to file a warranty claim advising his mattress was sagging. Since this was what would be considered a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the set did meet the manufacturer’s standards and was not eligible to be exchanged under the warranty program. However we voided [redacted]’s warranty due to stains on the mattress. In clear and concise language, the warranty specifically states under “What is NOT covered By the Limited Warranty? The Limited Warranty EXCLUDES: ‘… any product found to be in a ... unsanitary condition… On January *, 2015 we spoke to [redacted] and advised him that his warranty was voided due to the stains evident on his mattress. We extended a Corporate Discount towards the purchase of another set. Customer was not happy with our decision to void his warranty. Upon receiving the complaint filed with your Agency, we reached out to the customer on January **, 2015. We reviewed his inspection result with him. We advised [redacted] that we are committed to assisting him with replacing his mattress. We are prepared to offer him a substantial corporate discount. We invited [redacted] to visit his local showroom for reselection and to follow up with us for pricing. Customer accepted our offer and will contact us when he is ready to replace his bed.If we can be of any further assistance, or if you should require additional information, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

It will be resolved if and when I choose another mattress from Sleepy's - if I go there and get sold another poor quality item sold to me as top of the line - this will certainly not be resolved regardless of the deep discount I have been offered. [redacted] from Sleepys was lovely on the phone and I certainy appreciate her offer of a deep discount but I'm not sure I can go back to sleepys knowing what happened the first time. The response from the business makes no reference to their acknowledging to me on the phone that they have spoken to the employee who originally misinformed me that even with the stain, the mattress could be returned. They make no reference to the fact that I would not have requested the body impression measurement kit if they had provided me with accurate information on the phone the first time which they acknowledge they did not. They are not owning the fact that they wasted my time with superfluous nonsense measuring a bed they would not accept anyway! So no this is not resolved . It will be if and when I find a mattress that I truly believe is high quality and firm - not like the one I bought which 8 months later is unsleepable. If I find that mattress and Sleepys offers me an appropriatye discount the issue will be resolved - not until that time, not by any stretch of the imagination.

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

Sincerely,

Review: ON 4/**/2014 I [redacted] AND [redacted] WENT TO SLEEPYS IN [redacted] PHONE NUMBER ###-###-#### AND WE TALK TO A SALES MAN [redacted] ABOUT A MATTRESS.WE EXPLAINED TO [redacted] THAT I [redacted] TWO [redacted] AND FIVE FUSESN [redacted] AND MY SLEEPING HABITS IS NOT GOOD FOR ME OR MY WIFE. [redacted] STARTED TO SHOWS US SOME MATTRESS AND HE BRONG US TO COUPLE OF MATTRESS THAT WHERE WAY TO HARD AND WAY TO SOFT. THEN [redacted] SIAD THE MATTRESS I HAVE IS GREAT SO WE ASK HIM WITCH ONE WAS IT SO HE SHOWED US THE PHENOM 10 PL QL MAT SKU NUMBER IS CP73165/0MAT WITCH IS 3,500 NOW ME AND WY WIFE LAID IN IT FOR 20 MINUTES AND AT THE TIME IT FELT COMFORTABLE SO THEN HE SHOWED US A MOTORIZED FRAME CCPRIV4/10BASE WITCH WAS ON A DIFFERENT BAD AND [redacted] SAID TO US THAT HE HAS THIS AS WELL. SO WHEN HE DID THE PRICING ON BOTH WE WHERE AT 5.OOO WE EXPLAINED TO [redacted] THAT WE HAVE 2,000 TO SPEND ON A BED, SO HIS EXACT WORDS TO US HIS HE IS GOING TO FUN WITH US ON PRICEING SO 3 HR LATERS [redacted] CAME TO US WITH PRICE OF 2,209.32 THAT WITH DELIVERY SO WE AGRRED ON PRICING NOW [redacted] HAD TO CALL A [redacted] TO GET A CODE TO GET THE PRICING DUE TO THE EXTREAM DISCOUNT ON THE BED AND MOTORIZIED FRAM WE ASK [redacted] WHAT IS THE RETURN POLICY HE SIAD 30 DAYS WITH NO FEES. DOUGH TRIED TO GET US TO DO CREDIT BUT I EXPLAINED TO HIM WE ARE PAYING CASH, THEY ALSO HAD A SIGN SAY IF YOU DONT LIKE YOUR BED YOU CAN RETURN IT WITH NO ISSUES, SO WE EXPLAINED TO [redacted] THAT WE NEED DELIVERY FOR SUNDAY WITCH WAS THE 4/**/2014 HE EXPLAINED TO US AT THE TIME HE HAD TO DUE IT FOR STAURDAY WITCH WAS WOULD BEEN 4/**/2014 AND [redacted] SAID HE WILL CHANGE THE DATE THE FOLLOWING DAY WITCH WOULD HAVE BEEN 4/**/2014 SO WE SAID OKAY, NOW NO MIND YOU WE WNET THEIR AROUND 4:45 AND DID NOT LEAVE THEIR UNTILL 6:55 PM AND WE HAD OUR KIDS THEIR WITCH [redacted] WAS GREAT TO OUR KIDSSO MY WIFE RECEIVED A CALL PHONE CALL FROM SLEEPYS ON 4/**/2014 AND THEY TRIED TO COMFRIM OUR APPOINTMENT FOR SATURDAY WITCH WOULD HAVE BEEN 4/**/2014 MY WIFE EXPLAINED TO THEM THAT THE DELIVERY DATE IS FOR SUNDAY WITCH WOULD HAVE BEEN 4/**/2014 AND THEY EXPLAINED TO MY WIFE WE NEED TO DELIVER THE BED ON SATURDAY 4/**/2014 IS DUE TO A BONUS THAT THEY WILL GET MY WIFE FELT BAD AND SIAD OKAY BUT IT HAS TO BE LATE IN THE PM LIKE PASS 6 PM THEY SAID OKAY. WELL ON SATURDAY 4/**/2014 THEY CALL MY WIFE AND SAID WE ARE ON OUR WAY AND THIS WAS AT 3:45 SO MY WIFE WAS VERY MAD AND TOLD THEM THAT WE WONT BE HOME UNTIL 5:30 DUE TO THE SOCCER GAMES MY WIFE WAS AT DUE TO OUR KID WHERE AT. AND THEY TOLD MY WIFE IF SHE WAS NOT HOME THEY WOULD NEED TO RESCHEDULE HER MY WIFE SAID FINE DO IT FOR SUNDAY 4/27/2014 LIKE IT WAS SUPPOSE TO BE AND THEY SAID IT WONT BE SUNDAY DUE TO THEIR SCHEDULING SO MY WIFE HAD TO EXUSED OUR KIDS FROM THE GAME AND RUSH HOME AND THEY WHERE NOT EVEN THEIR YET, SO WHEN THEY DID SHOW UP THEY SHOWED UP IN THIS BIG UNPROFESSIONAL TRUCK THAT DID NOT EVEN SAID SLEEPYS AND MY WIFE CALLED ME AROUND 4:55 AND ASK ME WHEN I WAS COMEING HOME I SAID NOW I ASK HER WHY AND MY EXPLAINED TO ME THAT SHE WAS NOT COMFORTABLE WITH THE PEOPLE THAT SHOWED UP TO OUR HOUSE. SO WHEN I SHOWED UP TO MY HOUSE THEY HAD TRASH ALL OVER MY WARD AND THEY ALSO HAD MY MOTORIZED BED ON MY GRASS, SO I SAID HEY GUYS WHAT UP SHOUDENT THAT FRAM BE ON A BLANKET OR THE BOX THAT IT CAME IN AND THEY SAID TO ME OH WELL WE ARE ABOUT TO DUE THAT SO WHEN THEY TRIED TO BRING THE MOTORIZED BED IN TO MY HOME THEY SARTED TO STUGGLE AND THE FRAME STARED TO HIT MY WALLS AND THEN I [redacted] HAD TO HELP THESE GUYS TO BRING THE MOTORIZED FRAM IN TO MY BEDROOM NOW REMBER I PAYED FOR DELIVERY AND I HAVE TWO [redacted] AND 5 [redacted], THEY MARK MY WALLS UP ALL THEY IN TO MY ROOM, I SHOWED THEM THE WALL AND THAY TOLDS US IT WAS BECAUSE THE WAY THE FRAM IS AND THEY HAVE NOTHING TO DO WITH THAT ISSUE SO I WAS MAD BUT BLEW IT OFF THEN I NOTICE THEY BUILT THE FRAME WRONG AND I HAD TO SHOW THEM THAT THDesired Settlement: Replacement I WOULD LIKE TO GET THE SRI5 90 4/10 AT NO CHARGED FOR BEING MISS LED ON THE CCPRIV4/10BASE AND DUE TO MY MEDICAL ISSUES AS WELL AND HOW NOSEY IT IS

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] received delivery of a Comforpedic Phenom 10” (ten) inch mattress queen size and a queen size Privia adjustable base.

On May **, 2014, the consumer reached out to the Mattress Professional in his area and expressed his dissatisfaction with Comforpedic Phenom and expressed his interest in the Serta I-Series. As a courtesy to the consumer the Mattress Professional reached out to the Regional in the area in an effort to accommodate [redacted] request of an even exchange with no fees. As an accommodation to the consumer his request was honored and the exchange was processed and scheduled for delivery today June *, 2014, between the hours of 4pm-8pm. In regards to the adjustable bed base Sleepy’s Terms and Conditions states in clear and concise language “Sleepy’s does not offer refunds or exchanges on motorized beds, cots, special orders, outlet and clearance merchandise.” Unfortunately and as you can understand, although customer satisfaction is our primary goal, Sleepy’s cannot offer Comfort Exchanges and/or refunds for adjustable bed bases. In way of remedy we are willing to offer [redacted] employee pricing towards a new adjustable base which means if he opts to select another bed base it will be deeply discounted.

The consumer has also alleged in his complaint claims of driver damage to his home we currently have no record or recording of the consumer phoning into our Customer Care Department with complaints in regards to damage. If the consumer has experienced driver damage to the home there is a threshold of reporting driver damages of 24-48 hours this was not met.

Since we have reviewed [redacted]’s complaint, we believe that no further action is required at this time. If you have any further questions please contact me at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]

OKAY WHEN WE BROUGHT EVERYTHING WE WAS TOLD THAT IF WE DO NOT LIKE THE BED OR THE MOTORIZED FRAME THAT WE CAN RETRUN IT AND, WITH NO ISUES AND THAT IS COMING FROM [redacted] THE PERSON THAT TRAINS THE PEOPLE FOR SLEEPYS, IN OUR TERMS IN CONDITION IT DOES NOT STATE ANY THING ABOUT MOTORIZED BEDS FOR RETURN POLICY ON THE RECEIPT , I HAVE A MEDICAL ISSUE I HAVE 2 [redacted] AND [redacted] AND [redacted] FROM SLEEPYS TOLD ME IF YOU ARE NOT HAPPY WE CAN RETURN EVERTHING. NOW I AM STUCK WITH A MOTORIZE FRAM THAT KEEPS ME AWAKE AND ALSO WITH THE NEW BED IT DOES NOT WORK RIGHT, NOW I WILL GO AS FAR AS GETRTING A LAWYER AND TALK TO CHENNAL 9 NEWS AND I WILL MAKE SURE Revdex.com AND SLEEPYS IS NOT HELPING THIER CLIENT I WENT IN SPENDING 2,400 AND CAME OUT WITH NOTHING. I WAS PROMISED THE WORLD WHEN BUYING EVERYTHING AND NON OF IT IS TRUE, I HAVE THE RECEIPT IF YOU WANT

TO SEE ALL TERMS AND CONDITION FOR THE MOTORIZED BED I CAN GIVE IT TO YOU, I HAVE DOCTORS FROM WHEN I HAD MY LAST SURGERY THAT MY BODY HAS TO BE COMFORTABLE WHEN I SLEEP AND THEY TOLD ME IT WILL BE HARD TO FIND SOMETHING UNTILL I TRY IT. AND THAT WHY I WENT TO SLEEPY BUT THIS MUST GET RESOVELED QUICK BEFORE I TAKE FUTHER ACTION WITH MY DOCTORES AND MY LAWERS

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

Sincerely,

Business

Response:

Case #: [redacted]

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

Unfortunately our position remains the same Sleepy’s cannot offer Comfort Exchanges and/or refunds for adjustable bed bases. In way of remedy we are willing to offer [redacted] employee pricing towards a new adjustable base which means if he opts to select another bed base it will be deeply discounted.

The consumer has also alleged in his complaint claims of driver damage to his home we currently have no record or recording of the consumer phoning into our Customer Care Department with complaints in regards to damage. If the consumer has experienced driver damage to the home there is a threshold of reporting driver damages of 24-48 hours this was not met.

Since we have reviewed [redacted]’s complaint, we believe that no further action is required at this time. If you have any further questions please contact me at ###-###-#### or [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 brought a mattress from sleepy in Neptune around 02/** I don't have an invoice on it or a phone number because of my divorce we changed our phone number that just I don't remember

I can give them anything else that they need I just think they won't give me a warranty on it. My warranty was for 20 years on the mattress that I was told by the rep that sold me the purchase of my king size mattress. My mattress is hanging on the side try flipping it around and its no good I need a warranty on it please.Desired Settlement: exchange my mattress

Business

Response:

Case#: # [redacted]

Sleepy’s is in receipt of case # [redacted] filed with your agency. [redacted] claimed she

purchased a mattress from Sleepy’s in February of 2003. Customer was interested

in filing a warranty claim on her mattress set, however, she did not recall her

telephone provided at the time of purchase or invoice number. Based on the date

of purchase customer’s invoice is located in our archive database. There are no

parameters to search for customer without an invoice, telephone number or

customer code.

We attempted to contact [redacted] on May **, 2014. She was not available so we left her

voice mail and requested a call back. We will attempt to assist the customer

when she returns our call. We would ask [redacted] to provide us with the

proof of purchase in order for us to be able to locate her invoice and further

assist her. In the interim, if you should require additional information please contact [redacted] at [redacted] or [redacted].

Consumer

Response:

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

[Your Answer Here]

I don't remember the phone number that I used with my ex-husband i'm have been divorced and don't remember the date or purchase receipt

but who does

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

Sincerely,

Review: On April **, 2014, I went into Sleepy's store located in [redacted] to select a mattress for my mother who is suffering from ([redacted]). The mattress in the store I slept on was very comfortable and soft. When the mattress was delivered to me on May *, 2014. I said to the driver this mattress is very hard and he said it's the same mattress you ordered. I slept on the mattress with my mom and the next morning I experienced back pain and contacted my salesperson, but he wasn't available and I spoke with [redacted] or [redacted] and she said it takes a few days for the mattress to give in and try it for a couple more days. If you are not satisfied we can exchange it. I agreed and Monday I went back to the store and spoke with [redacted] or [redacted] and told her I would like to exchange the mattress. They did not have a mattress in the same price range as the initial mattress I purchased and therefore I had to pay an extra 107.06. She did waived the 150.00 exchange fee and 99.00 delivery fee. On Wednesday, May *, I received the exchange mattress and it was damaged and the drivers took the damaged mattress back. I kept the first mattress(very firm and discomfort) until Sleepy's brought another mattress. Today, May **, 2014 I received the second exchange mattress and it was damaged and the drivers took mattress back. I contacted [redacted] or [redacted] at the [redacted] location and told her the mattress is damaged and I told her I wanted a refund. She said she will contact her manager. Then, I received a call from a representative and I told her at this point, I just want Sleepy's to pick up the first mattress and refund my money. She said we can not refund your money and then I asked to speak to her [redacted] said we can do another exchange, but we can not refund your money. I explained to her that is not what I wanted, because we exchanged the mattress twice and both mattresses were damaged and the first mattress is not the same one that I tested in the store. Basically, she said its nothing she can do in reference to a refund. That's when I told her I will take legal actions. I am reaching out to Revdex.com of NY since the headquarters is in NY and the number that [redacted] called me from is ###-###-####.Desired Settlement: The outcome I am seeking from Revdex.com is to help me get a refund in the amount of $516.99 plus taxes (VA) and pick up the first mattress that is not comfortable.

Business

Response:

Case #: [redacted]

On April **, 2014 [redacted] ordered a Sealy Posturepedic Firm queen size mattress and a Customatic queen

size power base along with a bedliner from Sleepy’s. Upon delivery, on May *, 2014, the customer reported

that the mattress that was delivered was too firm. [redacted] was provided a comfort exchange

and she selected a Simmons Beautyrest Recharge which was delivered

damaged.

Dissatisfied with the service and quality of the mattress, [redacted] filed a complaint with your agency in

demand of a refund of the difference in pricing of $107.06 and the price of the mattress at $419.99. In place of a

refund, we agreed upon another exchange of the Simmons mattress at no extra charge. We refunded the difference in pricing of $107.06 as an accommodation.

We also arranged for the new mattress to be quality inspected before deliveryscheduled to take place on Friday May [redacted], 2014.

We will continue to work with [redacted] to ensure her complete satisfaction. If I may be of further

assistance, please contact [redacted] at ###-###-#### or [redacted].

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: 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: We purchased a mattress on 2/**/2014 have not had it 2 weeks and it is sinking in the middle already. I spoke with sleppys at there toll free number. I request a refund so I can find me another mattress, they are refusing to give me my money back . We paid $1082.98 they want to replace it with another mattress and I don't want another mattress just give me my moneyDesired Settlement: Refund our money back of a $1082.98.

Business

Response:

Case #: [redacted]

On February **, 2014, [redacted] received delivery from Sleepy’s of a Carolina Mattress Airgel queen size mattress set.

On March **, 2014, [redacted] contacted our Customer Service Department stating the mattress was starting to show signs of sagging

and she was unhappy with the bedding. [redacted] was mistakenly offered to

have the merchandise inspected for the potential warranty issue.

On March **, 2014, upon receipt of [redacted]’s complaint with your office, our Customer Relations Department contacted [redacted] expressed her dissatisfaction towards the mattress,

stating the mattress was sagging in the center causing her and her husband to

roll towards the middle. It was explained to [redacted] that she was

mistakenly setup for a warranty claim, and being the merchandise has been in

the home less than thirty (30) days, Sleepy’s could arrange for her to have an

even exchange. [redacted] refused and at that point she was given the option

to select different bedding. [redacted] refused this option as well, stating

she would just like a refund. Unfortunately this cannot be an option. [redacted] was informed once the merchandise is accepted and signed for; an

exchange is the only option. At the time of sale [redacted] received an

invoice that stated in clear and concise language “No refund will be offered after delivery, with the exception of partial

adjustments in accordance with the Sleepy’s Price Guarantee Policy. Merchandise

may only be exchanged in accordance with Sleepy’s Satisfaction Assurance.”

On March **, 2014, [redacted] contacted Sleepy’s again, this time asking for the [redacted] was able to again speak with

our Customer Relations Department and informed the offers made prior would be the

options available. [redacted] once again declined and informed she would see

legal counsel.

Since we have actively attempted to resolve [redacted]’s complaint, we believe no further action is required at this time. If

you have any further questions please contact me [redacted] at [redacted] or [redacted].

Consumer

Response:

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

[Your Answer Here]

I only as.t them to tame there mattress back and refund us out money back. There is no other mattress in the store that we like and I will not spend anymore money either. This can be resolved they give me my money back and they take their merchandise back.

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]. Upon further review of [redacted]’s claim and

based on the inspection report provided from the independent inspection

company, in effort to ensure our customer’s satisfaction, Sleepy’s has agreed

to offer [redacted] the option of returning the bedding for a refund. The

report indicated that both mattress and box spring did not meet the

manufacturer’s standards within the short amount time of [redacted] owning the

bedding. The return was completed on March

**, 2014 and the refund was processed on March **, 2014.

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

Review: was sold a bed that had been used or a display model. after negotiating the issue I was told the remaining amount in dispute would only be given to me in a store gift card. left (2) messages for [redacted] from sleepy's and never did she return my call.Desired Settlement: the store credit/ gift card in the amount of $250.00

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your inquiry regarding

[redacted].

We were surprised to receive this

complaint from your office regarding a matter that was resolved May *, 2011 @

11:58 a.m.

On May *, 2013 @ 11:22 a.m., the consumer was

advised on a recorded call the partial refund was an accommodation only. The

extension of the additional store credit was an extreme courtesy. If the

consumer is seeking to take advantage of the store credit offered to him September

*, 2013 @ 2:45 p.m, he can simply enter a local Sleepy’s showroom and advise the

Mattress Professional of the extended one-time

store credit in the amount of $200.00, at that time the Mattress Professional

will contact the corporate office and have the accommodation processed.

Since we have reviewed [redacted]’s

account again we believe that no further responses are required. If I can be of

any further assistance or should you require additional information please do

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

Consumer

Response:

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

[Your Answer Here] I am not so sure what Sleepy's is surprised about. I attempted to use the store credit at Sleepy's and they had no clue what I was talking about and had no idea what to do or who to call. Furthermore, I called [redacted] from Sleepy's several times and left messages for her. She never returned my call so therefore I re-opened the case. I would like to hear the recorded call because I thought the credit was in the amount of $250.00.

To make this matter easier for everything, just simply send me a store credit so I do not have to go thru what I did like last time at the store.

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.

[redacted]’s account has been accessed and thoroughly reviewed document entries and calls, there is no indication [redacted] was offered stated specified amount.

As a result there will not be any additional monetary compensation other than the $200.00, monetary refund issued on May *, 2013. Since we have previously resolved [redacted]’s complaint by the issuing the accommodation refund we believe that no additional responses are required. If you should require additional information

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

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]

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

Sincerely,

Review: To Whom It May Concern,

I purchased a Mattress from your [redacted] location on Presidents day. First off I was put off by your store as smelled like people had smoked cigarettes inside. However this is something I wont have to deal with as I wont be returning to that store again. I specifically asked the sales associate for the special promotion that included the advertised free TV. I am however frustrated that I purchased an advertised Mattress that qualified for a free TV and have yet to hear or receive from anyone on this free gift. I specifically asked the sales man to only show me Mattress's that qualified and I purchased said mattress based on this offer. I would appreciate a review of this issue and expect more from a business of this size, I have purchased several Mattress's from you in the past and I would hate for this issue to be the last time I use Sleepy's.

Also note that I attempted several times on several different occasions to escalate this issue with your Contact us Website and was unable to chat with or send an email to your company. I would prefer Email contact only and can be reached at [redacted] Regards,

Order number [redacted]Desired Settlement: I am requesting the advertised free TV and an apology for the poor experience I have had with trying to reach anyone for assistance.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the complaint regarding [redacted]. On February **, 2014 [redacted] placed an

order for a GS Stearns & Foster Firm Europillowtop King size mattress. Sleepy’s was running a promotion at this time

for a free tv if a customer purchases select GS Stearns & Foster mattress. This specific model [redacted] purchased did not apply to the promotion.

In an effort to ensure customer satisfaction, we approved to send out a free tv since the customer was

misinformed by the salesperson.

[redacted] will expect a free 32” TV within 2-4 weeks via Federal Express. Since we have satisfactorily, resolved [redacted]’s complaint, we feel no further action is required. If you have any

further questions, please contact [redacted] at ###-###-####or [redacted]

Consumer

Response:

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

Sincerely,

Review: The mattress set we purchased was horrible. I understand Sleepy's policy but would appreciate an exception. The bed has brought us nothing but misery and possible health problems. Sleeping on this mattress has been painful. We are very loyal Sleepy's customers. I really would be grateful if Sleepy's would have the compassion to make an exception and allow an exchange for a different type of mattress. I am worried that this mattress will cause more health conditions.Desired Settlement: I simply would like to receive a full credit for the amount spent to make an exchange for another mattress.

Business

Response:

Case #: [redacted]

On December *, 2013 [redacted] received delivery of a king size Simmons Beautyrest Recharge Luxury Firm mattress, split box springs and a bedliner.

Dissatisfied with the mattress, [redacted] filed a complaint with your office. Upon receipt of this complaint, a Sleepy’s Customer Relations representative tried to contact [redacted] and have been unsuccessful thus far in reaching him.

[redacted] is eligible to exchange his king size mattress and box springs with our Satisfaction Assurance Plus program. [redacted] may have $1934.00 store credit towards another set equal or greater value for a fee of $150.00+delivery fee of $99.99. This policy is valid for one year from the original date of delivery.

If [redacted] would like to take advantage of this offer he may visit his local Sleepy’s showroom and make a selection. Of course, if his selection is of greater value than his credit, he would be responsible for any difference in pricing. Upon delivery of the replacement merchandise, we will remove the Simmons set from his home. Additionally, the merchandise in his home must be free of rips, stains, tears or burns.

If I can be of any further assistance or, if you should require additional information, please do not hesitate to 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:

[Your Answer Here]

I have had nothing but poor experiences with this mattress. I have always been a loyal customer. I would appreciate it if they could waive the fees and simply issue a refund for the mattress. I have never had an issue with Sleepy's and would hope that they do this to maintain their reputation and for the purpose of helping a customer.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I would prefer to receive a refund. I have medical issues due to the current bed and need a lot of time to decide what to buy. I am very loyal to Skeeoy's and would rather get a refund since you are willing to issue a credit for exchange. I do not have the time because of health issues to run around and pick a new on in time. Please make a one time good gesture to issue me a refund.

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

Sincerely,

Business

Response:

Case #: [redacted]

Rebuttal response:

Upon

receipt of the rebuttal filed with your agency, a Customer Relations

Representative contacted [redacted] to advise him that a refund is not an

option, only the Satisfaction Assurance Plus exchange is available to him. He understands and will go to the showroom to

reselect.

Original response:

On November **, 2013 [redacted] received delivery of a king size Simmons

Beautyrest Recharge Luxury Firm mattress and box springs.

Dissatisfied with the mattress, [redacted] filed a complaint with your office. Upon receipt

of this complaint filed with your office, a Sleepy’s Customer Relations

Representative tried contacting [redacted] and have been unsuccessful in

reaching him.

[redacted] is eligible for our Satisfaction Assurance Plus Program. This Program would provide [redacted]

$1934.00 in store credit for his king size Simmons mattress and box spring

towards another set of equal or greater value.

The Program Fees are $150 for Disposal and $99.99 for delivery. This

Program is valid for 1 calendar year from the original date of delivery,

November **, 2013.

Dissatisfied with the fees associated with this offer, [redacted] refused our offer. As a one-time courtesy, Sleepy’s has agreed

to reduce the Satisfaction Assurance Disposal fee to $50 and waive the delivery

fee.

If [redacted] would like to take advantage of this offer, he may go to a local

Sleepy’s showroom and make a selection. The exchange would need to take place

no later than November **, 2014. At the

time of exchange, Sleepy’s will remove [redacted]’s king size Simmons bedding

set which must be free of stains, tears, rips and burns and deliver his

replacement bedding.

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

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

Review: My wife and I bought a bed for our 4-year-old daughter from Sleepys. We told the salesman that a relative would be giving us a headboard, but that we didn't have it yet. We were very clear that we would be getting only a headboard - no footboard or side rails. We showed the salesman a picture of the headboard we would be getting. He said we needed a hook frame, not a bolt-through frame. We asked if the frame would extend beyond the end of the box spring, and he said, "No." He said we could attach the headboard to the assembled frame when we got it.There were problems with the frame. First, the deliveryman didn't want to assemble the frame without the headboard. He said there was a $100 delivery and set-up fee, and that it didn't make sense to assemble the frame since I would have to disassemble the frame, attach the headboard, and then reassemble the frame. He was concerned I would want the $100 refunded. Second, the deliveryman called 1-800-Sleepys, but the operator was no help. The deliveryman didn't want to be accused of not setting up the bed, and he didn't want to create extra work for me. Third and most importantly, the metal frame did extend well beyond the end of the box spring; two exposed metal extensions are a serious hazard in a 4 year old's room.I called the salesman, and he said I couldn't return the frame. He told me to call the 800 number. The operator on the 800 number asked if I still had the box the frame came in. I told him that the second deliveryman had cut up the box and crumpled it into the ball of plastic wrap from the box spring and mattress while the first deliveryman and I were on the phone with the Sleepys operator. The second deliveryman had put the trash in the truck. I was told that without the box there's nothing I can do.Desired Settlement: I want to return the frame, which is virtually untouched, and be refunded the money it cost. I'm done with Sleepys, so I'm not interested in store credit.Thank you.

Business

Response:

Review: A mattress and box spring were purchased less than a year ago. The mattress is sagging significantly and we had Mattress Marshalls from Sleepy's come out to take pictures and review our claim. We received a phone call today stating that the box spring was the issue and is defective which if you look at the mattress you can see how badly it is sagging. First willing to exchange box spring for a shipping charge of $100.00 which should be done free of charge if the merchandise is defective. They were willing to give an $80.00 discount on the price of a new mattress. Totally horrible customer service, many people have the same complaints. A terrible company to work with and totally unfair. Mattress is in immaculate condition with all tags attached. Matter not solved, not happy, horrible sleeping and totally awful experience. Would rather sleep on the floor than a bad mattress from this company.Desired Settlement: A refund of the full price of mattress.

Business

Response:

Review: Sleepy's has the worst customer service. We purchased a mattress 1 1/2 ago and have had an issue where the foam indented 2 inches so they inspected it which took forever and issued a credit for what we paid for the mattress because they currently do not have that mattress anymore. the sales rep in the store should us a few mattresses and we chose one and paid an additional 400.00 they delivered the mattress on Wed. and it is nowhere near the mattress that they are selling in the store. the one in the store is soft and the one in my house is a cement board. I have been calling customer service and went to the store they just want to exchange the mattress but I am afraid that it will be the same problem because that is a mattress that they hand make. So I chose another simmions mattress which is cheaper and they want to charge me $250 to get that mattress even though it is cheaper. they just want your money they do not want to show you comfort!!!Desired Settlement: Not to deal with this company anymore Accept Refund Merchandise

Business

Response:

Case

#: [redacted]

On December *, 2012, [redacted] received delivery of a Kingsdown king size mattress from Sleepy's model

# 3211. On October **, 2013, [redacted] called our Customer Service department

complaining that her mattress was sagging.

Since this would be a potential warranty claim, we sent out a third

party inspection company who determined that the mattress was indeed

defective. On December [redacted],

2013, [redacted] received delivery of a

new Kingsdown king size mattress model # 2686.

The customer felt as if this merchandise did not feel like the one in

the store. The label was confirmed as

the correct model, however, [redacted] is not comfortable.

Upon receipt of this complaint

filed with your office, Sleepy’s Customer Relations representative contacted

[redacted] and offered her a Satisfaction Assurance exchange within 30 days

with no fees. Since we have satisfactorily

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

at this time. If I can be of any further assistance or, if you should require

additional information, please do not hesitate to contact [redacted] at ###-###-#### or 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 want them to come pick up the mattress they sent me and refund my money I do not want another mattress from them I have been without a good night sleep for over 3 months and do not need anymore aggravation from them. I want my money back and I do not want to deal with them. I currently have back problems and neck problems that are being cause from the mattress. I want this resolved ASAP

Sincerely, [redacted]

Business

Response:

Case

#[redacted]

Sleepy’s is

in receipt of the rebuttal filed by [redacted] on January **, 2014. Upon the

first receipt of the complaint filed with your agency, we reached out to [redacted] and offered her to take advantage of Satisfaction Assurance Policy. The

Exchange Policy specifically states that each customer is entitled to one

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

value. Consumer would be responsible to pay a disposal fee in the amount of

$150 and a transportation fee of $99.99, The deadline to complete this exchange

was on January *, 2014.

Sleepy's

has come to an agreement with [redacted] and offered to remove her Kingsdown

Kristen mattress from her home. Sleepy’s will offer [redacted] a store credit in the amount

of $1984.84 including tax, which

excludes the Satisfaction Assurance Plus premium of $149.99. [redacted] may

use this credit towards another mattress or mattress set of her choice of equal

or greater value. This offer is valid for

one year from the day of delivery, which took place on 12-*-2013.

We

will continue to work with [redacted] and she may contact [redacted] at ###-###-#### or via email at [redacted] for

further assistance.

Consumer

Response:

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

Sincerely,

Review: THIS LETTER WAS SENT TO THEM ON OR ABOUT 05/**/2014.....My fianc and I purchase a queen bed and box spring on February **, 2014. The set arrived 2 days later. Five (5) days later I contacted he store because the mattress was sinking in the middle. The sales person had a replacement delivered on or about February **, 2014. I then contacted the store again around one (1) month later to report the same issue and I was instructed to contact customer service. I called and made my complaint. Because it was over 30 days a mattress inspector would have to come to the house and measure and take photos. Bed Check sent someone out. Obvious to all that were in the room, the mattress and box spring are sinking. I am sure you can access the photos and see for yourselves. On April **, 2014 I called customer service because it had been over 2 weeks since the inspection. I was told they did not have the report and they would contact me the following day or the next. My fianc call on May *, 2014 to be told the warranty was void because of the bed frame.At NO time for the first mattress or the second did anyone ask about the frame we had. In my opinion the Sleep's Mattress Professionals should have advised us about a bed frame at the time of purchase. I feel we were set up for failure. A sale was made and we are now stuck with a mattress and box spring that has a SINK HOLE in it. "Everything is possible with a great night's sleep". Your company phrase. We are completely dissatisfied with our mattress and box spring. Completely dissatisfied at how the inspection went. Two (2) mattresses in 3 months and Sleepy's does not care that we are sleeping in a SIN HOLE. We are NOT HAPPY OR SATISFIED. Very upset and unhappy customers,[redacted] and [redacted]Desired Settlement: Refund FULL REFUND. THE CUSTOMER SERVICE DEPARTMENT WAS VERY RUDE. THE INSPECTION COMPANY THAT CAME TO THE HOUSE WAS NOT PROFESSIONAL AT ALL. I DO NOT WANT TO SPEND ANYMORE TIME OR MONEY WITH THIS BUSINESS EVER AGAIN.

Business

Response:

Case: [redacted]

On February **, 2014, [redacted]

purchased from Sleepy's a Carolina Bedding Ortho-Posture queen size set and

received delivery on February **, 2014.

On February **, 2014, [redacted] contacted Sleepy's Customer Service Department claiming

that the recently delivered queen size mattress was sagging. Since [redacted] received the new bedding in

less than thirty (30) days, Sleepy's arranged for [redacted] to receive and

even exchange. The new mattress was delivered on February **, 2014.

On April *, 2014, [redacted] contacted Sleepy's Customer Service Department

stating that the Carolina queen size mattress was sagging. Since this was what

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

merchandise. The results of the inspection revealed that the mattress and the

box spring did not meet the manufacturer’s standards and it was being used on a

metal frame without the necessary center support required and the mattress

appeared to have blemishes as well. Both of which are conditions that voids the

manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which

states “This limited warranty does not apply to: Damage due to the use without

the proper foundation support such a heavy duty bed frame or rails with center

supports to the floor. Queen Beds should a minimum of one center leg and Kings

two center legs,” therefore Sleepy's denied [redacted]’s request to replace the

mattress and box spring.

On May *, 2014, [redacted]’s fiancé called in to inquire on the outcome of the recent inspection. [redacted] was informed due the current metal frame being utilized missing the

adequate center support, the warranty would be voided.

On June *, 2014, Sleepy's Warranty Support Department reached out to [redacted] to offer resolution. [redacted] was informed she would be able to participate in a program called

“Satisfaction Assurance Plus”. The program would allow [redacted] the

opportunity to exchange the mattresses for a premium fee of $129 for the queen

size. [redacted] would also have to purchase a new frame. The applicable

delivery charge would apply as well. [redacted] refused the offer.

Dissatisfied, [redacted] filed a complaint with your agency.

Upon receipt of [redacted]’s complaint with your agency, a Customer Relations Representative attempted to

contact her to no avail.

Notwithstanding the fact that [redacted] has failed to adhere to the warranty guidelines, but as an accommodation

to [redacted], Sleepy's will offer her a store credit for the set price of $280.96,

plus tax providing [redacted] purchases a new frame. With this credit [redacted] may select ANY mattress

set of her choice of equal or greater value. As an accommodation the applicable

premium fee will be waived, however the applicable delivery charge of $99.99,

plus tax will apply.

If [redacted] should choose to accept this offer, please have her contact [redacted] at ###-###-#### or

[redacted].

Consumer

Response:

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

[Your Answer Here]

This is not acceptable solution to my complaint. I will NOT spend ANY more money to Sleepy's.

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 this newest rebuttal regarding [redacted].

As stated in our original responses, Sleepy’s will be able to offer [redacted] and [redacted] a store credit for the original purchase price of $280.96, plus tax for either an even exchange or to reselect new bedding of their choice. Upon speaking with [redacted] on June **, 2014, she informed us that a new frame had already been purchased based on being informed that her current frame was improper support. As a courtesy, the applicable delivery charge will be waived taking into consideration [redacted] was not properly qualified during the time she requested to have an inspection. In an effort to resolve [redacted]’s complaint, this would be Sleepy's final offer.

Since we have attempted to resolve [redacted]’s complaint we feel no further action is required. If I can be of any further assistance or if you should require additional information, please feel free to contact [redacted] at [redacted] 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:

We paid $575.00 for the mattress and box spring. We DO NOT AND WILL NOT SHOP at SLEEPY"S. Poor customer service at it's best. We were set up for failure by a Sleepy's Mattress "PROFESSIONAL" from the first transaction in February of 2014. AS stated I/We want a full refund. Sleepy's can come and get this mattress and box spring.

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

Sincerely,