Sleepy's

Review: My wife and I purchased 3 mattresses over a year ago. The saleswoman at Sleepys in [redacted] sold us on 2 mattress covers for our childrens beds because she claimed we would be covered no matter what. She used high pressure sales to get us to buy the covers and made it like Sleepys would back us up no matter what. Back in June of 2014 my son had an accident and wet the bed and sure enough the mattress cover failed and the mattress was stained. Immediately we called Sleepys and they gave us the run around about how [redacted] the mattress cover company is really responsible and we have to go through them. So now we had to deal with a third party who insisted we have [redacted] first come and try to clean out the stain. I went along with this back in July of 2014 and of course the stains didn't come out and the tech even told us they wouldn't before he started. After that he took pictures and made a report and told us someone would contact us. Weeks went by and finally we were told to return the mattress cover before they would replace the mattress. We did and then never heard from anyone again. Eight months went by and I tried calling Sleepys to get down to the bottom of it. They of course gave me the run around to talk to the cover company and I refused, telling them they must get this resolved. And by the way I was on hold for 40 minutes before a rep from sleepys got on the phone with me. They have horrible customer service as this happens everytime you call customer service for a warranty issue. Finally they told me I was getting to get a new mattress however they no longer carry the same model and will give me store credit toward a new one. And I am responsible to get rid of the old mattress! How cheesy is that! I told them no way and they finally said they would take away the old mattress. Now I go to the store to get a comparable mattress and the only one they have cost $759.99 and my credit was for only $623.99 for the previous one I purchased over a year ago. And on top of that I had to buy a new mattress cover for $89.99. So basically this whole debacle cost us over $200 more to resolve this issue. Then to add insult to injury when the delivery guys came to bring the new mattress this mornig they first refused to take the old mattress unless I paid $20. We went through a whole thing over the phone and it was just more aggravation over this situation. I am VERY disappointed in Sleeepys.Desired Settlement: I would like the $245.48 of additional moneys we had to lay out to replace this mattress refunded.

Business

Response:

Case # [redacted] On November **, 2014, [redacted] received delivery from Sleepy's of a full size Kingsdown mattress set, full size [redacted] bed liner and an adjustable [redacted] metal bed frame. On July **, 2014, [redacted] contacted Sleepy’s Customer Service Department to report that his son had an accident on the full size Kingsdown mattress and the bed liner failed. The Service Representative instructed him to contact [redacted] directly to file a claim.On July **, 2014, [redacted] visited a local Sleepy’s showroom and advised the Mattress Professional that the bed liner had failed. He was instructed to contact [redacted] directly to file a claim. After [redacted] reached out to [redacted], he called the showroom and advised that he did not want to work with [redacted]. The Mattress Professional referred him to contact Sleepy’s Customer Service Department to further assist. On February **, 2015, [redacted] called Sleepy’s Customer Service Department to inquire on the status of his [redacted] claim. The Representative contacted [redacted] on his behalf. Under [redacted] warranty terms, [redacted] approved to replace the mattress only, however, the customer is required to purchase a new mattress pad to maintain the same accidental stain coverage for his replacement mattress. Furthermore, the customer is responsible to dispose of existing mattress.On March **, 2015, A Sleepy’s Customer Service Representative contacted [redacted] to inform of his replacement approval and terms. Unhappy with [redacted] terms, the customer requested to speak with a Supervisor. [redacted] declined to neither dispose of the existing mattress nor purchase a new bed liner as required on [redacted] terms. On March **, 2015, [redacted] visited a Sleepy’s showroom to redeem his [redacted] replacement credit. He assumed that the cost of his reselection would be at no additional charge, however, he reselected to a full size Serta mattress that was greater in value than his existing Kingsdown mattress. Additionally, he purchased a new bed liner in order to maintain accidental stain coverage on his replacement mattress. As a result, [redacted] paid a total difference in price of $245.48. The delivery was completed on March **, 2015. Furthermore, as courtesy, Sleepy’s Delivery Team removed the stained Kingsdown mattress offsite at no charge to the customer. Upon receiving the complaint filed with your Agency, we reached out to the customer on March **, 2015 to address his concerns. [redacted] expressed his dissatisfaction with the overall process. To accommodate the customer for his discontent, a Sleepy’s Consumer Relations Representative reached out to [redacted] and offered him a deep discount on a future purchase. [redacted] was still not pleased with the offer made. As one-time and final accommodation for customer satisfaction, the Representative offered to refund $136.00+tax; the difference paid between the Kingsdown full size mattress and Serta full size mattress.We believe no further action is warranted at this time. If you should have any question, please feel free to contact [redacted] or ###-###-####.

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 3/**/2015 we were buying a new mattress for our bedroom. The sales person at Sleepy's talked to us about two twin size Tempur-Pedic beds with motorized platforms that raised and lowered the head and foot of the mattress. She shared there were four basic models, one raised on the head, one raised both, one did both and had vibrating settings, the other had lights and USB plug in capabilities.We first talked about the third one and she quoted a prices of $8,300.00 for two. I asked about the forth and she said it would be $1,000.00 more. We agreed on a total of $9,788.69. The items were delivered on 3/**/2015 but when I asked about the lights the gentleman said this model didn't include them. I called the store immediately and the lady said, "Yes you should have gotten the lights, just come in and I will fill out an exchange form." She also said it was not necessary to come until Monday. On 3/**/2015 she contacted her main office and we were told they could not exchange them and resell them and it would cost me an additional $1,800.00 to purchase the one with the lights. The sales person said, "I'm sorry it was a mistake and if I had the $1,000.00 I would give it to you, but I don't."The problem is not that I changed my mind but the sale was materially misrepresented and I did not receive what I paid for.I filed a complaint on their web site and received no follow up or contacts and have not received any by phone. All I am seeking is to be made whole in the transaction.Desired Settlement: 1) An exchange of the base platform for the one that has the lights and USB connections would be one way to resolve the issue.2) There is nothing functionally wrong with the base we now have and I would be willing to keep it, if I were refunded the additional $1,000.00 that was charged.

Business

Response:

Case # [redacted]On March **, 2015, [redacted] purchased from Sleepy’s two twin size extra-long Tempur-Pedic mattresses and adjustable bases along with two pillows. Delivery took place on March **, 2015.On April **, 2015, we received the complaint [redacted] filed with your Agency. On April **, 2015, a Consumer Relations Specialist spoke with [redacted] to address his concerns. [redacted] claimed his salesperson entered the wrong adjustable bases onto his sales order as he was expecting it to be equipped with USB ports and ambient lighting. As a result, he had been attempting to work with his salesperson to exchange his product. In review of [redacted]’ claim, we reached out to his salesperson and validated that while he did look at the base in question, he did in fact receive the same product that he ultimately selected in our showroom.At the point of sale, [redacted] received a copy of our Terms and Conditions which clearly states that our “Comfort Guarantee applies to mattress sets and mattresses ONLY and excludes motorized beds, cots, special orders, outlet, and clearance merchandise.” Additionally, the Tempur-Pedic In-Home Vendor Trial also states “The In-Home trial offer is available only on mattress purchases and excludes adjustable foundations and frames.” Therefore, [redacted] was ineligible to exchange or return his adjustable bases. On May *, 2015, [redacted] was informed that a one-time exception had been made by the Market Sales Director to exchange his Tempur-Pedic bases for two twin size Serta iSeries extra-long bases and that he would be responsible for a shipping charge of $59.99 plus tax. [redacted] accepted the offer and the exchange is currently scheduled to be completed on May *, 2015.Since we have resolved [redacted]’ complaint to his satisfaction, we believe 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] The contact person at the corporate office acted with professionalism and after making contacts on their end, came to a resolution that is indeed satisfactory with me.

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: 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: Bought mattress to deliver on the web. Website indicated that it was deliverable to address supplied. 5 business days later business said not availabl Order number [redacted] I ordered a queen mattress on July **, 2013. When I selected the mattress in the website it indicated that it would ship to the address I supplied. On that date they charged my debit card for $475.71 and told me they would call my proxy for delivery. On August *, 2013 I received an email from [redacted] informing me that the mattress isn't actually deliverable to the address I supplied but they are willing to sell me a 'similar' mattress for over $100 more. I emailed him back telling him that I was dissatisfied with the fact that it took 5 business days to find out the mattress isn't deliverable to the address in San Diego. I told him to cancel my order and refund all funds by noon on Monday August *, 2013. He emailed me back and told me that he has cancelled my order on August *, 2013 and told me that he has cancelled my order and that it 'will be processed today.' As of right now I have not received my original payment back.Desired Settlement: Immediate refund of the remaining balance. Quicker turn around on purchases, 5 business days is too long. Fixing the website to account for 'areas out of reach.'

Business

Response:

Case #: [redacted]

On July **, 2013, **. [redacted] placed an order for two King Koil queen size mattresses online. Due to the order being scheduled for outside the timeframe of when **. [redacted] needed the bedding, the order was cancelled. The mattress requested was also not available and we would have to send a comparable brand to the customer’s home. On July [redacted]’* order was cancelled and the refund was processed by our accounting department on August [redacted], 2013.

Upon receipt of this complaint from your office, our Customer Relations Department reached out to ** . [redacted] who stated that she received her refund and that no other assistance is needed.

We sincerely apologize for any inconvenience that this delay might have caused **. [redacted]. Since we have resolved **. [redacted]’* complaint, we believe that no further action is required at this time. If I may be of further assistance, or if you require additional information, please contact [redacted] at ([redacted], or [redacted].

Consumer

Response:

[redacted]:

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 information is incorrect. I ordered 1 queen mattress and it was "available" on your website deliverable to the greater San Diego area. I was contacted 5 business days later and informed that it was undeliverable to the address in San Diego. I was then offered a "comparable" mattress for an additional $110.

I did not order 2 mattresses and I did not demand they be delivered expeditiously. I actually had a very broad time range to receive but it was clear that you did not wish to do business with me.

It should not take 5 business days to decide if a mattress is deliverable or not to a specific address. Especially after I had paid for it and the funds were tied up for over 10 days, making it extremely difficult to actually purchase a mattress from a company that delivered the mattress that same exact day.

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 Case # [redacted]. Our records indicate that a King Koil mattress was on your original order with a standard shipping source code out of our main warehouse. Then it was modified to show the mattress is being delivered to the California address. This is where the discrepancy occurred and a Sealy product was offered to you at a higher cost. We apologize for any inconvenience that this may have caused you.

If I may be of further assistance please contact [redacted], or [redacted].

Review: On March of 2013 We purchase a sealy mattress (but we received a Sealy posturepedic spring moss circle FIRM euro pillowtop instead)when we went to the store we specifically asked them to show us soft mattresses only neither one of us likes the firm one's. When we got the delivery we couldn't believe how hard this mattress was I immediatlly told the delivery person that this was not the mattress we had purchase the one at the store was very soft and very comfortable. I cannot begin to tell you how uncomfortable this mattress is both my husband and I are now suffering from extreme shoulder pain and lower back pain... on September ** I contacted the Warranty Dept. and they sent out an inspector to my home, about a week later I received a letter from them offering about $480 in credit so can change the box only. the problem is with the mattress the it got worst with time, now it sinks on the sides and after a little while you literally fall into this hole in the middle where you can't move anywhere. This mattress is horrible, very cheaply made. We paid $1,393.58 for it. I honor my part in paying for this mattress I am almost done with my payments about $300.00 more to only. I just hate to be paying for something that it's only causing us pain :-( Sorry for having to send this document again, I guess this time sentive and I'm filing from work - attached please find a copy of my latest bill. I don't have my invoice with me, please let me how I can this document to your office.thanking you in advance.[redacted]Desired Settlement: We are asking for a full refund.Thank you.

Business

Response:

Case #: [redacted]

Review: Walked into the Sleepys store located at [redacted] on 9/*/2013. [redacted] was kind and informative. We told him we were only interested in purchasing a California King Size mattress and box-spring. Reason being my fiancé's feet hang off of a regular size king. The measurements advertised on the mattress of our interest stated 72 x 84. Not once did the [redacted] mention that the mattress could be off by a couple of inches. We scheduled our delivery date for 10/**/2013 between the time frame of 8am-12pm. The mattress was delivered at 8am on 10/**/2013. My fiancé immediately noticed that the mattress seemed a bit small for a California King and looked more like a King Size mattress. The box springs were also longer than the mattress. The delivery guy assured him it was a California King per the order invoice and mattress label. My fiancé signed for the delivery. My fiancé laid down on the bed and found his feet hit the end of the mattress. He measured the length and found it was 80 inches. He called the Store Location and spoke with [redacted], who said this never happened before and they would send a new mattress. The next delivery could not be scheduled any earlier than 11/*/2013 (we were very upset and disappointed but understood that the California King Size Mattresses were not common to hold in stock in store locations). Thus we patiently and anxiously waited for the arrival of our new mattress. The mattress arrived on 11/*/2013 at 4pm, my fiancé noticed right away it was the wrong size. Again he was assured it was a California King, he measured the mattress with the delivery guy in his presence, again 80 inches in length and much shorter than the box springs. The delivery guy said it was probably due to the cold temperature of the truck and the mattress should expand. My fiancé called the Sleepys location where we made the purchase, [redacted] transferred my fiancé to the [redacted]) that assisted us with the purchase transaction. [redacted] said he would look into the issue and call us back. [redacted] called back after about 2 hours and advised my fiancé to call Customer Service because all he could do was put in a request for another exchange. My fiancé called Customer Service on 11/*/2013 and the [redacted] informed him that they would check all the mattresses in their warehouse inventory and ensure they found the mattress brand/style we paid for that was 72 x 84. IF they could not find one in the warehouse, they would have it made and sent out. After 3days of not receiving a returned phone call, my fiancé called Customer Service and spoke with a woman named [redacted] or [redacted] (not sure of exact spelling) who claimed to be a [redacted] She said the only thing she could do was request an exchange, without a guarantee of the exact measurements 72 x 84. The order being a special order would take a minimum of 11 business days which put us at a delivery date of 11/**/2013, at that time they would be able to inspect the mattress and ensure the proper measurements. My fiancé had to take time off from work for the 2nd delivery, neither of us wanted to take off from work again without the guarantee of receiving the product we paid in full for. He asked to be refunded the difference of a California King Size mattress compared to a King Size. The [redacted] informed him that she would personally call him before 6pm of which we never received a call back. I called on 11/*/2013 at 4:26 pm. I wish I wrote down the name of the initial [redacted] I spoke with, she was rude, loud and unprofessional. I asked to be transferred to a [redacted]. I was transferred to [redacted]. I explained our issue. He said the mattresses are not guaranteed to be exact in measurement and could be off by a couple of inches. Both mattress delivered to us were short by 4 inches! That is more than a couple and there is no disclaimer that the mattress could be off in size from what is advertised. I paid $1,467.60 for a mattress from Sleepys I could have gotten for a far less price from [redacted] or [redacted]. I told [redacted] how upset I was that no one had returned our call and the issue had not been resolved. I paid for the product(s) in full on 10/**/2013 and to date as I write this complaint have not received what I paid for, or a returned phone call of which [redacted] said I could expect to receive within 48hours max. I find no complaint with the [redacted]s at the Sleepys location unless they withheld information in the interest of making a sale. Customer Service is a disgrace.Desired Settlement: Either deliver what we paid for, or pick up the mattress and box spring delivered to us, per the day and time we request at our convenience, and provide a full refund including $100 in customer service credit card credit for wasting our time. I also recommend they add a disclaimer on their advertisements and/or instruct their Sales Reps to inform the customers that mattresses can be off by a couple of inches. If it's specific to brand maker, per the brand. For example, by .5 inch, 1 inches, 1.5 inches, etc. 4 inches is not acceptable and might as well be a King Size Mattress.

Business

Response:

Case #

On October

**, 2013, [redacted] received delivery of a Simmons Beauty Rest california king

set, a bed liner and two pillows that she purchased from Sleepy’s on September

*, 2013. [redacted] contacted our Customer Service Department on the day of delivery

stating that the mattress was measuring four inches shorter than her box

spring. We immediately coordinated

delivery of the replacement mattress to customer. These mattresses also

measured four inches short. We advised

customer that on occasion the mattresses do measure 1 to 2 inches shorter than

normal. [redacted] requested that we pick up his merchandise and issue a refund.

Upon receipt

of this complaint filed with your office, we reached out to [redacted]. She again

expressed her dissatisfaction with the merchandise and requested a full

refund. We sincerely apologized for the

inconvenience and explained to her that it was not the norm to have all three

mattresses measure four inches short. The manufacturer has a variance, where on

occasion a mattress may measure one to two inches short. We will advise the

manufacturer so they can review their inventory.

We offered

[redacted] the opportunity to select another set from a different manufacturer. In

addition, we will offer [redacted] accommodation

pricing on new merchandise. Customer satisfaction is our priority and we will

work with the customer to ensure that she is satisfied with her purchase.

We believe no

further action is required at this time, however , please contact [redacted] if you have any additional questions or concerns at [redacted] or [redacted].

Review: We purchased a king size mattress set along with several other items and an "Satisfaction Assurance - King" program. When we purchased the products from the store, we were assured that we would be completely satisfied with our purchase or we would have a 30 money back guarantee. Upon delivery of the mattress a few days later, the mattress that was delivered was much harder than the display model. We truly felt that they had delivered the incorrect item. They assured us that we had not been delivered the wrong item. I told them that I wanted to return the mattress (less than 24 hours later). They said that I would have to use the Satisfaction Assurance Program I purchased to return the item even though the store had a 30 day satisfaction guarantee. It started adding up to a big expense to get this done. So with a little simple math, we decided to return the merchandise we could return and request a refund. They said that the "Satisfaction Assurance - King" Program could not be refunded. We were assured that we would be satisfied with our purchases or we could return the items, which also included the "Satisfaction Assurance - King" program purchase. The program was so new that they did not even know how to process a refund. That is not what the sales presentation said about their products. The products on display do not represent the products that are being delivered and they represent themselves as guaranteeing customer satisfaction with a 30 day refund policy which they will not honor!Desired Settlement: I request a refund on my credit card in the amount of $149.43 which also includes the sales tax of 7.5%.

Business

Response:

Case #[redacted]

On

November **, 2013, the [redacted]’s purchased from Sleepy’s a Simmons Beauty Rest

recharge king size set, two gel back pillows, a king size bed liner and the Satisfaction

Assurance Plus program. The [redacted]s delivery was scheduled for November **,

2013, between the hours of 10 am-2 pm.

On

November **, 2013, the [redacted]s called our Customer Care Department at 12:28 pm

requesting to return the two gel back pillows with claims of the pillows being

a purchase that was not needed. The [redacted]s were able to return the two pillows

and obtain a refund in the amount of $213.73. The same day the Mattress

Professional assisted the [redacted]’s with the return of the pillows the consumer

opted to take advantage of their purchased Satisfaction Assurance Plus program

which states: “Original purchase must be

within the last twelve (12) months, Limit one exchange per customer purchase,

applicable to mattress set/mattress only, new selection is equal or greater value

(Excludes Tempur-pedic, Serta I-Series, Cool Elegance and Sealy Cool sense.)

On

December *, 2013, five (5) days after the exchange was created for the [redacted]s

and awaiting a date and time to deliver the newly selected Sealy set the [redacted]’s

reached out to their local showroom and advised the Simmons Recharge had broken

in and became compatible they are no longer in need of the exchange. As a

result; the exchange was cancelled.

On

December *, 2013, the [redacted]s visited their local showroom where they requested

a refund of the Satisfaction Assurance Plus program. The Mattress Professional on staff contacted our

Customer Care Department where he was advised that the Satisfaction Assurance

Plus program fee in the amount of $139.99, was non-refundable the Mattress

Professional was reminded the consumer has up to one (1) year to take advantage

of the purchased program and no monetary refunds will or can be offered.

On

December *, 2013, Sleepy’s received this complaint from your office regarding

the [redacted]’s dissatisfaction with our established No Refund Policy on the

Satisfaction Assurance Plus program. While our position remains the same you

can understand Sleepy’s must defray the increasing cost associated with such exchanges

and removals, as Customer Satisfaction is out top priority unfortunately with

the rising cost of fuel and other expenses we are unable to refund the fee of

$139.99, reflective of the Satisfaction Assurance Plus program.

As

a gesture of goodwill and form of apology for the [redacted]’s dissatisfaction I

would like to offer a complimentary comforter ship to the [redacted]’s home via

DHL. The [redacted]s may contact me at the number below to take advantage of this

accommodation. If I can be of any additional assistance or should require

further information please do not hesitate to contact me [redacted] at

###-###-#### or [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: 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,

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: I purchased a bunky board from Sleepy's for $250. Sleepy's was supposed to send me a replacement bed because I also purchased a bed from them. The bed was out of stock. Due to this reason I was told that the bed wouldn't arrive until November. For this reason I kept the bunkyboard. I bought a different bed in order to avoid waiting until November [redacted]. The bunky board was too firm for me. I tried to return the bunky board but Sleepy's said no because it had been purchased more than 30 days. It's not my fault that the bunky board was purchased more than 30 days. It's Sleepy's fault because they didn't have my bed in stock. Had the bed been delivered right away I would've known that the bunky board wasn't good and would have been able to return it prior to 30 days.Desired Settlement: refund to my credit card in the amount of $250

Business

Response:

Case #: [redacted]

On May *, 2014, [redacted] received delivery of a king size Java bed (Mahogany).

On July **, 2014, the consumer contacted our Customer Care Department with claims of the frame squeaking. In an effort to validate [redacted]’s claim of the frame not performing properly an inspection of the merchandise was requested. In this instance Sleepy’s would request an independent third-party to visit [redacted]’s home and capture the necessary photos of the frame as well as validate the condition. In accordance to the manufacturer’s warranty [redacted] was entitled to a replacement of her frame. The exchange was created two Bunkie boards added in the amount of $129.99, each, two Tempur-pedic comfort pillows and one set of four (400) count sheets. The exchange was completed on September **, 2014.

Sleepy’s was surprised to receive this complaint from your office over a month after delivery of the Bunkie board was completed.

On October **, 2014, our records indicate the consumer reached out to our corporate office with claims of not having any use for the Bunkie board. It was relayed to the consumer at that time a refund cannot be offered however; we will extend a store credit in the amount of $259.98, plus tax. The consumer was additionally advised on the recorded call that a pick up and refund of the merchandise could not be offered. The consumer at that time accepted the offer and was advised once the new items are selected utilizing the above mentioned credit the Bunkie bard will be removed at that time.

As the consumer was advised previously our offer remains the same we will agree as previously stated to a store credit in the amount of $259.98, plus tax. The consumer can visit any local store in her area to have the accommodation processed once new merchandise has been selected. If you have any further questions or require any additional assistance please do not hesitate to contact me at ###-###-#### or [redacted].

Review: I first purchased a Twin Box Spring and Mattress made by Carolina Mattress Guild from Sleepy's The Mattress Professionals on 1/**/2013 for $823.88 at their [redacted] showroom with [redacted]. The mattress lasted 6 months and was falling apart along with the Box Spring. Sleepy's came and took pictures and deemed the mattress and box spring is in its warranty and I may go into the showroom and pick out another mattress and box spring. On 7/**/2013, I went into the [redacted] Showroom in [redacted], ** and dealt with [redacted], a Sales Rep., he suggested the Sealy Posturepedic Firm Box Spring and Mattress Set. For another $166.14 now a total of $990.02. I paid on these 2 mattresses monthly with a payment plan. I always paid on-time and in full every month. I was never late for a payment. The balance was paid in full. After 1 year and 4 mos., the Sealy Posturepedic Mattress is bulging in 1 area on the right side where I sleep and (Also, presently as of this date, it is bulging in the middle of mattress. Sleepy's came took pictures and deemed it needs to be replaced with a 3rd mattress and box spring. It is within the warranty period. I have called the [redacted] or ###-###-#### and spoke to [redacted], Cust. Service Rep., and [redacted], a Mgr., they have instructed me I am only entitled to a 3rd mattress with a merchandise credit.These mattresses are below standard and are inadequate. There is no quality for the price I have paid. At this point I would like a total refund for $990.02. Please note it does involve a health issue. No one can sleep on a mattress that is bulging in 2 areas. Especially since I just had a total [redacted] on 8/*/14. Thank you.Desired Settlement: Full Refund for the amount of $990.02.

Business

Response:

Case #: [redacted]On January**, 2013, [redacted] received delivery of a twin size Carolina Mattress Guild Radiant firm twin size mattress and box spring. On June**, 2013, [redacted] contacted our Customer Care Department claiming the mattress delivered January 2013 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 the [redacted]’s home. The third-party independent inspection company determined that the mattress and box spring was in fact defective under the manufacturer’s warranty guidelines. Pursuant to the manufacturer’s warranty, Sleepy’s agreed to replace [redacted]’s set. [redacted]’s store credit mimics her invested amount for the mattress and box spring in the sum of $669.99, plus tax. On July**, 2013, [redacted] visited her local showroom to utilize the provided store credit and selected the Sealy Posture-pedic twin size firm mattress and box spring. The consumer’s delivery was scheduled for July**, 2013. On October*, 2014, [redacted] contacted our Customer Care Department claiming the mattress exchanged in July 2013 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. The third-party independent inspection company determined that the mattress and box spring was in fact defective under the manufacturer’s warranty guidelines. Pursuant to the manufacturer’s warranty, Sleepy’s agreed to replace [redacted]’s set. Sleepy’s offered [redacted] a store credit in the amount of $824.78, plus tax, mimicking her invested amount. This will be the consumer’s second exchange.Unfortunately, in regards to [redacted]’s request of a refund for the mattress and box spring purchase price cannot be extended as the manufacturer warranty guidelines states: “If a defect occurs during the warranty period (which is described in the Warranty Schedule), Sealy will repair or replace (at our option) the defective mattress and/or box spring within a reasonable period of time.” The consumer is responsible for the transportation cost in the amount of $99.99(please see attached warranty card). On November**, 2014, at [redacted] reached out to our Customer Care Department where she escalated her inquiry to a member of our Management Team. It was relayed to [redacted] on a recorded call at length that unfortunately; a refund will be unable to be offered. [redacted] was reminded under the manufacturer guidelines she is only entitled to an exchange, of any pieces that is deemed not up to the manufacturer standards. At the time of initial delivery, [redacted] received a copy of the manufacturer’s warranty booklet information; if the warranty card was not received it is the consumer’s responsibility to contact our Customer Care department to advise and a warranty card will be immediately mailed. Taking into consideration that a refund is unable to be offered we are offering [redacted] the option to select a slightly upgraded mattress retailing at approx. $1,500.00 (excluding Tempur-pedic, Serta I-Series, Serta Cool Elegance and Sealy Cool Sense) this accommodation will enable [redacted] to select an upgraded product she may find more suitable at a discounted price. This accommodation does not denote that there will be no out of pocket cost; it considerably reduces the new merchandise that will be selected by [redacted]. Since we reviewed [redacted]’s complaint and offered resolution, we believe that no further action is required at this time. If I can be of any further assistance or, if you should require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

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:[redacted], December**, 2014 [redacted] After I spoke with you 2 days ago, I called [redacted] and she agreed to a refund. The amount was between $883.03 and $893.90. The difference was the taxes. She would not agree to the amount of $990.02 which included the delevery charges. She was very understanding and compassionate. She told me she would have to speak to the Accounting Dept. and would call me the following day (yesterday) between [redacted] and [redacted]. Yesterday, it was [redacted] and I had not heard from her. I called [redacted] and she put me on hold for 10 minutes and she then came back on the line to state she will only offer a merchandise credit as previously stated. [redacted]

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of [redacted]’s rebuttal. As communicated to the consumer an inquiry was submitted regarding her request for a refund, and unfortunately denied. The manufacturer’s warranty clearly states “If a defect that is covered occurs during warranty period (which is described in the warranty schedule); Sealy will repair or replace (at our option) the defective mattress and or foundation within a reasonable period of time”. The consumer was advised the Legal Limited Liability warranty does not authorize a refund; the consumer is entitled to an exchange of the defective piece only. While we are extremely apologetic as to [redacted]’s dissatisfaction an attempt to schedule a showroom visit for her with a regional/district manager in her area to assist with a bedding selection was denied. Nonetheless; our offer still remains open the consumer can contact me at the number below to coordinate the showroom visit. Since we have reviewed [redacted]’s complaint and rebuttal and offered resolve, we believe that no additional responses are required at this time. If I can be of any further assistance or, if you should require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: When I purchased a mattress from Sleepy's they were offering a $300 gift card with the purchase of my mattress. The transaction completed, the mattress was delivered, and everything was fine. After 2-3 months (estimated processing time I was told would be normal), I still had not received my gift card form by mail. I called Sleepys several times and was told that "the person in charge of rebates" would call me back soon. By the time that I finally got through to someone who could look up the gift card, we realized that they sent it to the wrong address. Simple issue, simple resolution - they resent it to the correct address and I received it in the mail.

However, when I received the reissued gift card form, it was already expired (expiration = 6 months from purchase date). Since receiving an expired gift card redemption form I have contacted Sleepys numerous occasions but always get the same response - Sleepy's claims that they can not reissue the gift card redemption form because that promotion has ended and they have no way of honoring the initial offer.

I did not receive the redemption forms before they expired and customer service has refused to honor this offer.Desired Settlement: I would like the $300 refund that was part of my initial purchase.

Business

Response:

Case # [redacted]On August *, 2013, [redacted] purchased a Tempur-pedic Rhapsody queen size mattress, box spring, Cool sense memory foam pillow and a queen size bed liner. [redacted]’s purchase entitled him to a promotional Gift Card valued at $300.00. The promotional Gift Card was sent to the consumer as procedure dictates and mailed to the address the consumer provided us as: [redacted]. On April *, 2014, @12:09pm, eight months after the consumer’s initial delivery. [redacted] reached out to our Customer Care Department where all calls are recorded and advised the assisting representative that due to a move he is just now attempting to utilize his Gift Card and the website was not allowing him to use it. In review of the customer’s inquiry the Gift Card vouchers are only valid for six (6) months, the consumer allowed eight (8) months or more to elapse. As a courtesy to the consumer and very much out of the ordinary the fulfillment company was contacted on the consumer’s behalf and a request to have the Gift Card sent to: [redacted] was submitted. On December *, 2014, it was relayed the fulfillment company is unable to issue the consumer a replacement Gift Card. Due to the elongated elapse of time from August 2013 the delivery date to November **, 2014 when our corporate office was contacted. Since we have reviewed [redacted]’s complaint, we believe no further responses are required at this time. If I may be of further assistance, pleasecontact me at ###-###-#### or [redacted].

I am writing to express my disappointment in the service I have received from Sleepy's. Last year I purchased a brand new mattress from the Sleepy's location in Poughkeepsie, NY. The salesman Marc that I dealt with was very helpful and professional. He recommended a great mattress for me within my price range and I had no issues with delivery or anything. I especially like the 0% financing option and had my purchase paid off in 6 months.

Fast forward almost a year later, the roof of my apartment caved in onto my mattress and flooding my apartment. Needless to say, I needed to purchase another mattress and box spring. I of course decided to go back to Sleepy's given the service I received last time; however, I was not nearly as happy the second time around. The salesman whom I dealt with was pushy and fraudulently sold me pillows that I did not ask for nor need. After receiving my first statement I noticed the pillows itemized separately for approximately $48. When called to inquire about the pillows I never received but was charged for, they told me I had picked them up in the store. This was outrageous to me as the only time I went into the store was to pick out a new mattress. After speaking with a manager, I was informed this charge would be removed from the bill. This is now 3 months later and the charge is still there.

This is completely unacceptable to me. I have been in sales for over 10 years and would never imagine defrauding a customer in this manner. I have already informed my close family and friends about this unresolved situation and can guarantee that neither myself nor anyone I know will be purchasing any merchandise from Sleepy's again in the future. I hope that situations like this do not continue to occur and hope that this matter is not taken lightly with your company.

Review: I purchased a $1600 mattress in December. By February the mattress had already developed a dead-spot in the middle and had lost all "springiness."

I contacted Sleepy's and they sent out a contractor to measure the depth of the depression. Since it was "only" 3/4" of an inch (which is ridiculous for a new mattress), the manufacturer (Serta) refused to replace the mattress under the Warranty.

I spoke to a customer service representative named [redacted] at Sleepy's who told me that there were multiple complaints about this Serta mattress and that he'd work with me to replace the mattress with one from another manufacturer.

After visiting a local showroom and selecting a few possible replacements, I tried to get back in touch with this rep. He never returned and calls. I was forced to talk to a manager named [redacted] to try to figure out why he wouldn't get back to me. After re-explaining my situation to her, she told me that the most Sleepy's would do was give me a DISCOUNT on a replacement mattress.

In other words, after spending $1600 just a few months ago, I would have to spend hundreds more to address this problem!

Meanwhile, the mattress is getting more and more "dead" in the center. Sleepy's won't respond to me at all now. I assume they consider the matter closed from their perspective.Desired Settlement: At a minimum, I'd like Sleepy's to honor [redacted]'s comments and swap-out my mattress AT NO ADDITIONAL COST. At this point I'd even be willing to try another mattress of the same manufacturer and model, but even if not, I don't feel it's right for Sleepy's to expect me to pay more to replace a mattress I bought just six months ago.

I want a replacement mattress. $1600 is a lot of money, and I am not unreasonable to expect better than I'm getting for that money.

Business

Response:

Case #: [redacted]

On April **, 2013, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in December 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the mattress and box spring in fact met the manufacturer’s standards and therefore were ineligible for a warranty exchange. Pursuant to the terms of the warranty, Sleepy’s denied [redacted]’s request to replace the merchandise.

Dissatisfied with the results of the inspection [redacted] filed this complaint with your office. Contrary to the manufacturer’s warranty and Sleepy’s well-established policies, but as an accommodation to [redacted] we are offering him a partial store credit for the mattress purchase price in the amount of $623.07 plus tax, he will be responsible for the transportation cost in the amount of $99.99. With this credit [redacted] may select ANY merchandise of his choice of equal or greater value. If [redacted] should choose merchandise greater than his credit amount, he will be responsible to pay the difference in price plus tax.

Since we have actively attempted to resolve [redacted]’s complaint we believe that no further action is required at this time; if [redacted] opts to take advantage of the offer he may contact me directly so I may assist. If you have any further questions or if you require additional assistance, please contact [redacted] at ###-###-####.

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.

Review: we got a mattress from them and it was 3 inches short and they haven't replaced it yet that was about 2 months ago and 7 phone calls agoDesired Settlement: want a mattress the right size full mattress is 75 x 54 not 75 x 51

Business

Response:

Review: I recently went to sleepys at [redacted] in [redacted] to buy a mattress.When entering the store I said I would like to buy a mattress so they put me on a pressure point machine and told me the mattress for me was a comfort firm.They showed me 3 models priced lower to higher I layed on each one for about 10 min each and went with the middle priced one ($1600.00) on there recomadation that it was the most popular model sold and at the time it felt good. A week later I called to have it returned because it was to soft.So again I went to the store to seek the proper mattress found one I liked for less monies than the first and they said I couldn't do that it had to be the same price or more.So I laid on a few more that they recomended and they said it looked like the best one for me would be this firm beiuty rest ($1899.00}. 3 Days later I was on the phone telling them it was worst than the first they said they couldn't do anything until I told them I would try a temperpedic mattress ($2699.00) and they said ok well let you exchange it. When going into the store to check out the temperpedic mattresses my wife and I layed on it for a half hour I said I really didn't like the feel of it but the sale's man said you have to give it time they recomend 30 days on the mattress so I said ok. So now I am stuck with a mattress that cause's pain in my hips because I am a side sleeper. I'm 6'2" tall and weigh 270lbs when I sleep it compresses the foam until its like sleeping on a Rock. I can't sleep on my back do to an old injury ( Which I told the sales man) and I dont no what to do. Each time I traded in a mattress it cost me $125.00 return fee and $99.00 delivery fee so all together I have $3500.00 in cost and a mattress I can't sleep on. I also found out they resell the mattresses that are returned at a ** store so I don't no why I'm stuck with this mattressDesired Settlement: I would ethier like a refund or be able to buy the mattress that I felt most comfertable on the 2nd time I went in the store even though it was cheaper than my first choice ($1099.00) and they told me I couldn't go down in price. I know the sale's men work on commishion but I need my sleep for my health any help would be much appreceated.

Business

Response:

Case

#: [redacted]

On September [redacted],

2013, [redacted] received delivery of a Kingsdown Sleeping Beauty, Kristen

Luxury Pillow top, queen size mattress set from Sleepy's. At the time of

purchase, our sales person advised [redacted] that Sleepy’s offers its customers

the opportunity for a Comfort Exchange, provided that the exchange occurs

within 21 days of delivery. This Comfort Exchange Policy is prominently

displayed in Sleepy’s showrooms and on the invoice. [redacted] did indeed take

advantage of the Comfort Exchange policy on September **, 2013. Normally, there

is an allowance of one Comfort Exchange per mattress set, however we honored a

second comfort exchange on September **, 2013 with the understanding that this

was a final Comfort Exchange.

Upon receipt of this complaint

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

contacted [redacted] and offered a third

Comfort Exchange to satisfy their complaint. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a queen sized mattress and was delievered 9/*/2013. Developed what the industry calls a "fox hole" in the misddle of the bed. Called sleepy's warranty to have checked out. In that time frame I also had emergency [redacted].....I have been to three local showrooms for Sleepy's and cannot find another mattress that I like nor find comfortable. Sleepy's states they do not have a refund policy an donly an exchange policy. I stated that I had been to the three showrooms in my area. I was told too bad, you will have to go to another one until you find something.

Really? I puropsely bought this mattress and box spring set because it was a model closeout and now I have to go and spend more money to get anything remotely close.Desired Settlement: Ultimately I need a new mattress as I cannot get comfortable and sleep effectively or healthy. I am seeking a flippable pillow top queen sized mattress.

Business

Response:

Case #: [redacted]

On March *, 2014, [redacted] contacted our Customer Service Department claiming that the Sealy Posture-Pedic

queen size mattress received on September *, 2013 was sagging. Since this was

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

the merchandise. The results of the

inspection revealed that the mattress was defective under the manufacturer’s

warranty guidelines, however, the report informed the frame lacked the center

support required for a queen size mattress and box spring.

On March **, 2014, [redacted] was contacted by our Customer Service Department regarding the outcome of her

recent inspection. [redacted] informed her frame did have the required center

support and disagreed with the findings. [redacted] was asked to email pictures

of her frame to validate whether she was entitled to an exchange.

On March **, 2014, [redacted] contacted our Warranty Support Department requesting a copy of the inspection

report. On March **, 2014, [redacted] contacted our Customer Service Department to inquire on where she may forward

the required pictures of her frame. [redacted] was provided an email address

and informed once the pictures were received she would receive a follow up

call. This same day, [redacted] was contacted stating the pictures were

received and therefore making her Sealy queen mattress eligible for an exchange

only. [redacted] stated she had returned to a showroom in her area unable to

find another mattress she liked and request a refund. [redacted] was advised

once the bedding is received, there is only an exchange policy.

Upon [redacted] making her purchase, she received a warranty card with attached to her

mattress, which clearly states “Sealy will repair or replace, at our sole discretion,

the defective product in a reasonable period of time within the 50 United

States or Puerto Rico with charges as shown on the Warranty Schedule and

exclusive of transportation and inspection costs. Sealy reserves the right to

replace the failed product with a product of equal or higher value, and does

not guarantee an exact match to your current sleep set.”

In an effort to resolve [redacted]’ complaint, Sleepy’s can offer an even exchange to

the same Sealy queen size mattress, model #[redacted], which she is entitled to under

the limited warranty or [redacted] has the option of selecting another mattress

and/or box spring and Sleepy’s will assist with negotiating the pricing on the

new bedding,

Since this should resolve [redacted]’ complaint we feel no further action is required. If I can be of any

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

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

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 am rejecting this response as the this is not the correct time-frame of events and details. I would like to take a few days to respond with a detailed time-line. Thank you!

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding Case #: [redacted]. As stated in our original response, [redacted] is

entitled to an even exchange, which can be processed for her. Unfortunately and

very much out of ordinary, when [redacted] was advised that her current model

was no longer available, she was given wrong information by our representative and

we sincerely apologize for any inconvenience this may have caused her.

Please have [redacted] contact [redacted]at ###-###-#### or [redacted] to have her exchange processed.

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. I have reached out to [redacted] per the request and hope to have matter resolved. I reserve the fact to leave this case open until I physically get the mattress exchanged.

Sincerely,

Review: My issue started with a warranty complaint. My Simmons mattress is a year old and it has lumps and cannot hold any weight at the edges. [redacted] came to assess the mattress and told me that the mattress was ABSOLUTELY faulty. A week later I called the sleepys customer service line and was told that the warranty was voided because my frame wasn't in accordance... The same frame that sleepys sold me 3 years ago!

To help me replace my mattress, I was then told that I would get a large discount on the purchase of a new mattress. The customer service representative said he would put it in the computer under my phone number... I go to a sleepys showroom a week later, and the salesman was rude and dishonest. I picked out a mattress that I purchased from you in July for my other house..I paid $329... The internet price was $399..I assumed I would get the discount that was promised.. The salesman said he would pull strings to get me the mattress for $399!!!!!! Then he rolled his eyes at me when I told him that was already the price!!! Where was my promised discount??

I now have a horrible mattress, with no warranty due to your frame... And no discount to purchase a new mattress!!!Desired Settlement: New mattress

Business

Response:

Case: [redacted]

On April **, 2013, [redacted] contacted Sleepy’s Customer Service Department claiming

that the Simmons queen size mattress delivered on January **, 2013, was

sagging. Since this was what would be a

potential warranty issue, we coordinated for an inspection of the merchandise.

The results of the inspection revealed that the mattress did not meet the

manufacturer’s standards and it was being used on a metal frame without the

necessary center support required as well as a box spring that would be

considered incompatible for a Simmons mattress, which is a condition that voids

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

warranty, which states “The Limited Warranty does not apply to and excludes: Mattress

not used with a proper foundation. Examples of proper support include: Simmons

foundation or a supportive, rigid non-yielding foundation. Queen, Olympic queen

and king size must have sufficient center support”, therefore Sleepy’s denied [redacted]’s request to replace the mattress and box spring.

Upon receipt of [redacted]’s complaint filed with your agency, a Customer Relations representative spoke

with [redacted] and offered an accommodating price on a new mattress. [redacted]

informed after going into her local showroom, that she liked a mattress she had

previously purchased, which was an all foam mattress manufactured by Classic as

well as a wooden platform bed manufactured by Modus. [redacted] accepted the

price given and a new sale was processed for her on May **, 2014. [redacted]

accepted delivery on May **, 2014.

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

at this time. If I can be of any further

assistance, or if you should require additional information, please do not

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

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,