Sleepy's

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

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

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

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

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

Business

Response:

Case: [redacted]

On

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

mattress, which was sold to her as a clearance

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

claiming that her mattress was sagging.

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

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

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

or 90 day trial were available.

On

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

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

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

find out why they would not accept her claim. Upon

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

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

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

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

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

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

purchase if the warranty claim is not approved.

As we

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

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

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

questions.

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

Re: SleepyInvoiceNumber:[redacted]

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

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

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

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

Re: Sleepys Invoice Number: [redacted]

From: [redacted])

To: [redacted];

Cc: [redacted];

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

To whom it may concern:

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

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

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

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

My father will be contacting his lawyers if problems arise.

Thank you in advance for expediting this return.

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

(I never received a reply to this message)

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

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

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

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

Business

Response:

Case #: [redacted]

On November *, 2013, [redacted]

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

Ergonomic Premier Adjustable base. On November

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

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

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

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

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

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

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

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

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

and Conditions of the sale.

On December *, 2013, we

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

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

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

would call us back.

Upon receipt of the complaint

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

Notwithstanding our terms and conditions but taking into consideration the

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

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

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

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

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

Therefore we believe that no

further action is required at this time. If you have any further questions

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

Consumer

Response:

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

Hi,

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

Thank you,

Consumer

Response:

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

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

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

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

Thank you ,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the

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

Total Purchase: $5632.13

Returned Tempur-Pedic mattress:

- $3234.52

Less Return Fee: - $175.00

Total

Refund: $3059.52

Remaining

balance: $2572.61

Less customer’s payment: - $195.00

Remaining

balance:

$2377.61

We hope this clears up any

confusion. 5,632.135,632.13If we

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

or [redacted]

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

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

Consumer

Response:

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

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

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

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

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

Sincerely,

Business

Response:

Case #: [redacted]

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

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

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

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

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

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

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

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

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

Consumer

Response:

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

hi [redacted]

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

Consumer

Response:

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

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

Case#: [redacted]On March **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in August 2007 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress did not meet the manufacturer’s standards, however; the mattress was being used on a frame with improper support, which is a condition that voids the manufacturer’s warranty. Therefore, pursuant to the terms of the manufacturer’s warranty, we denied [redacted]’s request to replace the merchandise. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states, “Structural damage due to using an improper bed frame or support system or mattress damage due to an inappropriate foundation or support system.” As an accommodation to [redacted], Sleepy’s is offering an employee discount on a new mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance).This reflects a deep discount on the newly selected bedding set of his choice. Applicable delivery fee will apply. [redacted] may contact me at the contact information provided below to assist with the processing of the accommodation. If you should require additional information or in need of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-####.

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

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

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

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

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

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

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

Business

Response:

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

Review: My parents ordered a brown headboard online at Sleepy's website. It was on sale and they went to pick it up at the [redacted] location on August [redacted], 2013. Upon their arrival, the people at Sleepy's gave them the wrong color headboard so the employees and my parents, along with the movers (three of them), had to go into the factory to look for the right colored one. It took half an hour before the right one was found. It cost me over $100 because of the time I was paying for the moving company to wait for Sleepy's mistake. I wrote to Sleepy's via email immediately after that and never got a response back.Desired Settlement: It cost me over $100 to pay extra for the moving company because of the waiting (30 minutes) so I would like a partial refund of $100 to cover all expenses due to Sleepy's own mistake in giving the wrong headboard then wasting half an hour looking all over the warehouse. Also, your employees need better training.

Business

Response:

Case#: [redacted]

Review: Purchased a mattress set 2 years ago. Mattress is sagging already and was told I needed to have it inspected. I went through this process and they replaced the boxspring. The mattress still was sagging with the new boxspring so I went back to Sleepy's with the issue. They told me that the manufacturer needs to have it sag at least an inch and a half before they will replace the mattress. My mattress does not meet this criteria and therefore Sleepy's will do nothing but offer me $250 towards a new mattress. I am a single mother trying to make ends meet every week. It upsets me immensely that after spending over $2,ooo.oo on my original mattress set, that Sleepy's will not replace my mattress with a much less expensive one that I have chosen. I don't care about the manufacturer and it's criteria. Sleepy's should have the decency to replace my mattress. I am first and foremost a Sleepy's customer and they should do right by that. I will never go to another Sleepy's and I will be sure to spread the word.Desired Settlement: Replacement I have chosen a mattress that is significantly cheaper ($799.99) for my replacement. If I continue to sleep on the defective mattress, I am sure I will suffer from back problems. I sincerely do not believe that I am being unreasonable.

Business

Response:

Case #[redacted]

On

August [redacted] 2013, [redacted] contacted Sleepy’s Customer Service Department

claiming that the mattress she received in September 2011 was

sagging. Since this was what would be a potential warranty issue, we

coordinated for an inspection of the merchandise. Sleepy’s dispatched a

third-party independent inspection company to [redacted]’s home that revealed

that the mattress met the manufacturer’s standards and therefore was ineligible

for a warranty exchange. The box spring did not meet the manufacturer’s

standards. Pursuant to the manufacturer’s warranty, Sleepy’s agreed to replace [redacted]’s box spring.

On September *, 2013, [redacted] accepted a warranty exchange of the box spring. On October **, 2013 [redacted] contacted Sleepy’s Customer Service Department

claiming that she was dissatisfied with the outcome of the inspection. In an

effort to assist [redacted], Sleepy’s offered her a significant discount on a

new mattress of her choice. Dissatisfied with the outcome, [redacted] filed a

complaint with your agency.

Upon receipt of the complaint

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

[redacted] stated that she purchased a mattress from a different

retailer. Since [redacted]’s mattress met the manufacturer’s standards, we were

not able to offer an exchange under the manufacturer’s warranty guidelines;

however, as an accommodation to [redacted] we offered her a significant discount

on a new mattress.

As we take these complaints

very seriously, we will continue to work with the customer in an effort to

resolve her complaint. In the interim, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]

should you have any questions.

Consumer

Response:

I do not wish to speak to Sleepy's nor do I want any further attempt to resolve the issue. As stated in the business's response I have gone to another retailer for a new mattress. The purpose of my reply is just to clarify that the "significant discount" that they speak of changed depending on the price of the mattress that I considered. There was not a fixed percentage. In their final attempt they offered me $250 off an $800 mattress. Please keep in mind that my original mattress was over $1000. The final resolution to this issue is that I will never do business with them again.

Sincerely,

Review: On August *, 2013, I bought a mattress and boxspring at Sleepy's Mattress professionals in [redacted]. I had picked out a sale set for $450 but ended up getting a "$1500 mattress " for $700 and they added a boxspring for $60.00. We rented a truck and brought the set to [redacted] where my son goes to school. Yesterday he told be the boxspring broke after he and a friend sat on the edge of the bed. I went to sleepys and they referred me to the warranty department. I called them and they told me the items I purchased were clearance items and sold as is and there was nothing they could do. I called customer service and they told me the same. The salesman was very nice but he NEVER told me that they were not guaranteed or clearance for that matter. They told me it is in fine print on the receipt but I did not see it. I should have been told!Desired Settlement: I am looking for them to deliver a replacement boxspring upstate or to credit me the $60 I paid for the defective boxspring. It didn't even last 2 months. I haven't even paid it off yet. I am extremely disappointed with sleepys. I have bought many mattresses from them over the years but no more.

Business

Response:

Case #: [redacted]

On August *, 2013, [redacted]

purchased from Sleepy’s a Serta I-Series full size mattress and a King Koil full

size box spring, which were sold to her as outlet/clearance merchandise with no

warranty coverage. On October **, 2013, [redacted] informed our

Customer Service Department that the full size box spring had collapsed. As an

accommodation, [redacted] was offered a store credit for the full

purchase price of the box spring in the amount of $60 to select a non-outlet

box spring. At the time or sale [redacted] received an invoice that

stated “No exchanges (including comfort exchanges), service, and/or refunds on

any merchandise marked with an asterisk (*). All sales are final.”

Upon receipt of the complaint

from your agency, our Customer Relations Department reached out to [redacted]

who advised us that this bedding was for her son in college, which is located

in [redacted]. Unfortunately [redacted] is outside of Sleepy’s normal

delivery footprint making it impossible to deliver a new box spring to [redacted]’s

son. Notwithstanding the normal policy and procedures, Sleepy’s agreed as an

accommodation to offer [redacted] a refund for the purchase price of

the full size box spring so she may purchase a new box spring in the area of

her son’s school. Unfortunately [redacted] is outside of Sleepy’s normal

delivery footprint making it impossible to deliver a new box spring.

Since we have satisfactorily

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

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

Consumer

Response:

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

Sincerely,

Review: Sleepy's 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: 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: On May **, 2014, I purchased a Serta mattress from the Sleepys store in [redacted]. I was told at the time of purchase that the mattress would be delivered on Wednesday, June [redacted]. Shortly after the purchase, I received an email from Sleepys stating to be on the lookout for another email giving me the confirmed delivery date and time for the mattress. I was also given a web link for me to access to confirm said delivery date/time. When I tried to use the link, I got a response that the web address did not (and still does not) exist. I then called customer service on or about 6/* to get a confirmation of delivery. I was told by the customer service rep that delivery wasn't scheduled because approximately $300 was still outstanding on my purchase and that the total cost was now over $2000. I was shocked. I told them my contract for the mattress was $1675.94 and I wanted the order cancelled and my change card balance reversed. The rep said it would one-to-two weeks to cancel the order because the shipper had to be notified before doing so. This confused me because if the mattress was not scheduled to be shipped, why would the shipper have to be notified. Anyway, I said OK, cancel the order. Out of curiosity, I then called customer service on Friday, June [redacted] to check on a status of the cancellation. I got a different customer rep. I explained to her the issue with the order. She was very accommodating. She put me on hold a couple times and came back to me with the news that if I change my mind about cancelling the order, she could have it shipped to me on Monday, June [redacted]. I said OK. Monday the [redacted] came and went with no delivery. In desperation, I called the [redacted] store on Tues, June [redacted] A woman named [redacted] checked on the order and said I would be getting contacted by shipper (it apparently was a "national order" whatever that is) and that they would call me by the next day, the [redacted] ,with a firm delivery date. June [redacted] came and no call. I called the store again the late afternoon of the [redacted]. Talked with [redacted] again who told me she was confused because the order delivery status showed nothing when she accessed the order. I told that this had gone on long enough. I wanted the order cancelled. She said she would contact her area manager about the cancelling the order, but I have not heard from anyone at Sleepy's about the status of the cancellation. Now, I am in limbo. I want to make sure the order is cancelled before I attempt to buy the mattress I desperately need. By the way, when I ordered the mattress, I also purchased set of sheets and a mattress cover. They were shipped to me separately fairly quickly. I do not understand why I cannot the mattress issue resolved.Desired Settlement: I want to charge for the mattress removed from my charge card. I am willing to keep and pay for the set of sheets and the mattress cover ($96.05), but I want the mattress charge removed.

Business

Response:

Case #: [redacted]

Our records indicate that the order placed by [redacted] on May **, 2014, was scheduled to be delivered to

an outside carrier since the area that [redacted] lives is outside of our

normal footprint. The order did not make

it to [redacted] home on the day promised to him and he requested to cancel. The order was placed for a Serta I-Series

super pillowtop queen size set, a pair of queen size sheets and a queen size

mattress protector. Since the sheets and

mattress protector were shipped out via UPS, the customer accepted these

accessories.

Once we received the complaint

filed with your agency, a Customer Relations representative contacted [redacted] and tried to see if the carrier still had the mattress set in their

possession so that we would still be able to deliver it. Once we contacted our carrier they had

already shipped the mattress set back to our warehouse. Since Sleepy’s was unable to complete the

delivery of the mattress set, we went ahead and cancelled [redacted]’ order

and processed the refund for $1,579.89 back to his Mastercard. We also offered [redacted] an accommodation

price on a new purchase in the future.

We

sincerely apologize for any inconvenience this caused [redacted]. 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. This whole unfortunate episode could have been avoided if the business had communicated the status of the order to me in a timely and accurate manner. I was the one who had to initiate any communication and when I did, I got conflicting information regarding the order status. I was never told it was on the truck. I was never given a firm delivery date or any expected delivery date for that matter. Effective and timely communication can do wonders. Sadly, my take-away from all of this is that the business operation is very poorly run

Sincerely,

Review: On 5/** a bed was to be delivered to my 87 year old father and the truck never came, so he had to sleep on his recliner due to not having a bed. The bed was delivered on 5/**, but a refund of $200.00 was to be issued by check for their error. This was authorized by the manager of Sleepys. After not receiving the check, Sleepys headquarters was called two times and we were guaranteed that the check had been sent out. Again, on July [redacted], I called Sleepys headquarters because I had not received the check. Customer Service assured me that it had been sent out on 6/** to my address, but I never received it. Customer Service talked to accounts payable and decided they were going to stop payment and reissue the check. On 7/**, I have still not gotten the refund check, so I called the headquarters and spoke to customer services. They checked on it and the reissued check that was to be issued on 7/* was never reissued, so to date I have not seen my refund. Every time a call is made to headquarters they tell you they are going to take care of you and they tell you they will call back to let you know that the check is reissued, but it never happens. This has been going on since 5/** and it is getting very frustrating.Desired Settlement: For all the trouble they have caused, in my opinion they should refund the whole cost, but I can only hope that I will get the refund check for $200.00 that I was promised.

Business

Response:

Case#: [redacted]

On May **, 2014 we processed a refund for [redacted] in the amount of $200.00 and a check was sent out to him on the May **, 2014. On July *, 2014 [redacted] contacted our Customer Service Department advising that he had not received his refund. We subsequently partnered with our Accounting Department to issue a stop payment on the previously sent check.

On August *, 2014 our Accounting Department issued a new check to [redacted]. We attempted to contact [redacted] on August **, 2014 to verify if he received the new check. [redacted] was not available so we left him a message on his voice mail requesting a call back. [redacted] should receive the check within 3-10 business days of the date the check was sent.

We believe no further action is warranted. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

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,

As of today, 8/**, I have not received the check from Sleepy's.

[redacted]