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Reviews Sleepy's

Sleepy's Reviews (607)

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: 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 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: 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: 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: 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].

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: 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: 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: 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]

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: 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: 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: 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: I purchased a Serta Perfect Sleeper Stickland Supreme Plush mattress from Sleepy's. I tested the mattress in the store and found it very comfortable. I received the mattress the next day. After unwrapping the mattress was way too hard. The mattress in the store was very soft and comfortable and I was told it was comparable to my posture pedic harborhouse mattress. I called the 866 number and went to the store and was told the mattress was probably mislabeled as Plush but was actually firm. Sleepys agreed to replace the mattress with an identical one. The next day I waited for another delivery. The delivery men left the mattress and again it was too hard. I called the 866 number and was told by [redacted] that I could replace the mattress with a different model and that the disposal fee and the delivery fee would be waived and that the price of the new mattress could be "worked on." I went back to the store the next day. The rep in the store was very rude and said no fees would be waived and they could not work on the price. I was also informed that it was impossible to get a refund. I then proceeded to call the 866 number again. I spoke to [redacted] who could not help me. I spoke to his [redacted]. She was also able to do nothing. Finally I spoke with [redacted] who agreed to waive the shipping and the disposal fees. He then proceeded to take a couple hundred dollars off of the price of the new mattress but I would still be required to pay over one thousand dollars. [redacted] then changed his mind and stated the delivery fee could not be waived and that I could not pick the mattress up myself. I asked for a refund but [redacted] said that would be illegal under the law.

Sleepy's behavior has been unfair and deceptive. If the mattress in the store had actually been representative of the feeling of the mattress that I received I would never have purchased the mattress. It was the only mattress in my price range at Sleepy's that I found comfortable. I would have gone elsewhere and found a comfortable mattress in my price range. Instead I was basically forced to pay over $1000 extra to get a comfortable mattress.Desired Settlement: I am requesting a refund in the amount of $999 plus tax in order to make up for the difference in price between the two mattresses. I would also like to know what law states that I cannot receive a refund

Business

Response:

Case #: [redacted]

Review: About 60 days ago, I purchased a mattress set and a sleigh bed from Sleepy's. There service was not the greatest; I was told I was given a great deal on the mattress and bed I wanted. I was told that it would be a good discount. At first I wasn't too sure, because the good was too good to be true. Assuming the sales rep was just being nice, I went with it. About two weeks later I went ahead and referred to the same sales rep and locating my mother and sister who also purchase a set of TWO mattresses from them. What got me more upset is at night I was starting to get bit. It turns out it was bed bug. So I embarked on this huge investigation to find out where these bugs came from. I recently moved into a brand new apartment. Brand-new carpets were placed in bedroom and new furniture was brought in. Not know what was going on, I spoke to the landlord and there has been no history of bed bugs. Finally I started lifting the mattress and moving things around. Sadly, to my surprise the BED-BUGS were on my so called "brand-new box spring". Very disappointed with what I found I called sleepy's as I'm on the phone the rep told me that the people I needed to speak to were not there and I had to call back, I followed up with two phone calls. Than My mother and sister a couple of weeks ago started to complain to my about their backs hurting and have bad sleep nights. So with that we decided to go back to where it all began, at [redacted] Sleepy's. I getting there and I started to explain stat was going on with each individual mattress that we purchased. Before I was able to give much info the sale rep starting interrupting me telling me that we had no warranties and that we had bought clearance mattress. On our contract nowhere said I was buying a clearance mattress. To my understanding and to my mother and sister and to a friend that was with us at the time we were getting BRAND-NEW HIGH QUALITY MATTRESSES. We were never notified that all three mattresses, box springs were a lemon.Desired Settlement: I am so unhappy with the quality of the service, the product and the way things are being handled. That I am not sure if I want another mattress that is brand-new and bed bug free or if I want my money back of what I paid so far and the money back from all the additional expanses trying to free my bedroom from their infested bed bugs.

Business

Response:

Case #: [redacted]

On May *, 2014, [redacted] purchased from Sleepy’s a queen size mattress and box spring as well as a queen size wooden bed frame. The merchandise was delivered on May **, 2014. On July **, 2014, [redacted] contacted our Customer Service Department claiming that the mattress and box spring delivered to her residence was infested with bed bugs. The information that we have acquired about the life cycle of bedbugs does not indicate the possibility that the infestation could have originated in newly constructed merchandise delivered from the manufacturer or in Sleepy’s warehouse. First and foremost, bed bugs do not come from beds, they come from people. Because bed bugs live in beds and furniture, they come to be known as bed bugs. Sleepy’s warehouses and delivery trucks are inspected on a regular basis and preventative measures taken. We have documentation supporting this.

Upon receipt of [redacted]’s complaint with your agency, Sleepy’s Customer Relations Department contacted [redacted] on July **, 2014. [redacted] was informed that as a service to the community and our loyal customers, Sleepy’s is trying to assist our customers who may have been affected by the outbreak. Notwithstanding the fact that Sleepy’s accepts no responsibility for a bed bug infestation, [redacted] was advised to provide Sleepy’s with the proof of extermination from the licensed pest control company confirming what type of insect was seen and details of any infestation. [redacted] stated she would consult with her landlord to have fumigation completed.

In an effort to satisfy [redacted]’s complaint, Sleepy’s has agreed to replace the bedding, pending a receipt showing that the home was professionally fumigated and the return of a signed release letter.

As we take these complaints very seriously, we will continue to work with [redacted] to make sure her complaint is resolved to her satisfaction. Should you require any additional information or if you have any further questions, please contact [redacted] at ###-###-#### or [redacted].

Review: After less than two years of owning my mattress, the mattress began sagging terribly. I contacted the warranty department, and they informed me that the sag of the mattress was not enough to replace it. I explained that it's causing extreme back pain, and I have a significant health history that includes [redacted]. The warranty company, [redacted] informed me that "your comfort is not covered by the warranty". I could not find the Sleepy's in [redacted] from the list where I purchased the mattress.Desired Settlement: I would like a replacement or refund.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. We were surprised to receive this complaint from your office considering there has been a pending store credit available for [redacted] to utilize in the amount of $791.61, reflective of the consumers invested amount. In regards to the consumer’s request of a monetary refund we are unable to honor that request. The manufacturer advises in his legal limited liability warranty: We hereby warrant (to the original purchaser) this mattress and foundation for the warranty period of purchased set against defects in material and workmanship (other than the cover). In the event that service resulting from such defect is required during the warranty period, your mattress/foundation will be repaired without charge at our nearest production facility. If identical materials are not available at the time of repair, we reserve the right to substitute materials of equal quality. As stated above the manufacturer does not offer monetary refunds, they reserve the right to request the consumer’s mattress to their manufacturing plant for repair and return back to the consumer. Thus, the consumer being responsible for the cost of transportation, however; in [redacted]’s case the mattress will be replaced with a selection of her choice. In the event [redacted] exceeds the invested amount she will be responsible for the difference in price. At this time it is the responsibility of the consumer to proceed to her local showroom and complete the warranty claim process. Since we have reviewed the consumer’s complaint and advised of the previously issued store credit, we believe no additional responses are required at this time. If I can be of further assistance or should you require additional information please do not hesitate to contact me Chanda N[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.I would also like to add that the reason I received the pending store credit was because of the Revdex.com complaint I filed. Initially Sleepy's offered nothing, and this complaint triggered the response of the credit. In addition, I received a call yesterday (8/**/15) from a representative of Sleepy's asking me why I didn't use the credit yet, and why I complained to the Revdex.com. The representative seemed somewhat clueless to the fact that I had a conversation with her associate on 8/**/15 about this very issue. The representative from yesterday's call was rude and belittling. She also stated that I was not being truthful about what the rep told me to do on the call from the [redacted], which was to wait for the Labor Day sales to go and get the new mattress. The rep from yesterday's call stated that all the conversations were recorded. I told her that she is welcome to review the call from the [redacted]. I believe she did, because after putting me on hold for 5 minutes she came back with a more appropriate and respectful tone.

Sincerely,

Review: @Sleepys (Sleepy's mattress company) is ripping off my 83 year old Mom, who is currently fighting breast cancer, for $1500 by purposely delaying her exchange of her mattress, under their warranty. She called them the 1st week she had it, and went into their [redacted] store where she bought it, each week telling them she wanted to exchange it because it was too firm and she could not sleep. They took advantage of her niceness and kept telling her to wait and that it was store policy to wait 30 days before exchanging a mattress. Unbeknownst to her, the fine print on the back of the sales agreement stated that her mattress was on a trial basis, she had to keep it 30 days to exchange it, and had to be in pristine condition to exchange. I only saw this when I asked her for the sales slip when I went to contact them to file a complaint when they refused to exchange it because it had a small spot, less than a quarter in size that could barely be seen and certainly not by my mother with her eyesight that could possibly have been there when the mattress was delivered. My Mom also doubted that the mattress she received was the same as the mattress she tried out in the showroom and stated this to Sleepy's salesman and management each and every time that she contacted them

After my complaint, Case # [redacted], they are now trying to extort another $600 from her to exchange it.

All this time she has been unable to get a good nights sleep whilst undergoing her [redacted], during which she needs all her health and energy, especially a good nights rest, which she is not getting.Desired Settlement: My desired outcome is to exchange the mattress for the softer one that my Mom can sleep on and get a good nights rest so to keep up her strength throughout her [redacted].

Business

Response:

Case # [redacted]On June **, 2015, [redacted] purchased from Sleepy’s a queen size Serta I-Comfort set. [redacted] received delivery on June **, 2015.On June **, 2015, [redacted] contacted the store to advise that the mattress was too firm. She requested the option of completing her vendor trial exchange. [redacted] was informed that in accordance to the Serta 120 Night In-Home Trial listed on her terms and conditions, she is required to keep the mattress for a minimum of 30 nights before she can take advantage of such offer.On July **, 2015, [redacted] requested to exchange her Serta I-Comfort Intellectual for the Serta I-Comfort Aura. An exchange was created and scheduled to be delivered on July **, 2015.On July **, 2015, the exchange was attempted. The delivery driver contacted our Customer Service Department because a stain was noticed on mattress. [redacted] was informed that we were unable to complete her vendor trial exchange. [redacted] received at the point of sale, an invoice that states in clear and concise language “The merchandise must be in sanitary condition, clean, free of tears, burns and stains of any kind.” On July **, 2015, upon receiving a complaint made via social media, a Consumer Relations Representative contacted [redacted]. In an effort to come to a resolution Sleepys advised would offer her a partial credit of $700 plus tax that she would be able to use towards her purchase of the Serta I-Comfort Aura. [redacted] declined offer.Dissatisfied with the attempt to resolve, [redacted] son filed a complaint with your agency. Contrary to the vendor’s trial and Sleepys well-established policies, but as a one-time accommodation to [redacted], Sleepy’s offered to complete an exchange on mattress. [redacted] was required to purchase a mattress protector to protect mattress from stains that can void the manufacturer’s warranty. On August **, 2015 a letter was emailed with the terms of the agreement and once we receive the signed copy an exchange will be created. As we take these complaints seriously, we believe no further action is necessary. If there should be any further questions or concerns, please contact Chanelle R[redacted] at ###-###-#### or [redacted].

Review: The issue I have with Sleepy's started in there [redacted] location. When I had picked my mattress that I wanted to purchase I was told that there was a $100.00 gift card promotion going on at the time and that I would receive it with any purchase made in that month (February 2014) The promotion works by receiving a bi-fold flyer and selecting from various stores such as Home Depot, Walmart Etc. You are to select which gift card you would like by following the instructions in the flyer. My husband and I had decided on the mattress we wanted (I-Series Firm Queen)., but wanted to pay for it with cash that we were waiting on from our tax return. The representative suggested that we open a Sleepy's charge to put a hold on this mattress and get the order ready for two reasons: One- We would have our mattress out of the inventory and Two - we would qualify for the $100.00 gift card. So we opened a charge to put a deposit on it 2/**/2014. The following week 2/**/2014 we return to the store to complete the purchase. Here is where the problems begin., The new representative informs us that the mattress is no longer available which confused me because I thought we put a deposit on it for that reason. She had told us that since they will be coming out with a new model in March 2014 that they are no longer allowed to order any more. She also suggested that if I call corporate and tell them the issue/complain they will give me the next step up mattress at the price of the one I originally wanted. I was not crazy about the next step up for personal reasons and suggested that maybe we should purchase the floor model. The representative was more than happy to complete the floor model transaction at a discounted price and I specifically asked if we were still gift card eligible with this purchase? She informed me that we still were and even printed the order for us to keep with the gift card promotion code on it. We had also ordered the mattress cover to get the warranty that comes with stain protection. She tells me that the cover will come delivered on the mattress and says that it is a service they like to offer because it can be rather cumber sum to put the cover on by yourself. March [redacted] my mattress is delivered. Here is another problem , the mattress cover is not on the mattress as promised by the sales rep, the delivery guys hand it to me and my sister and myself fight it onto to the mattress after they leave.

The representative had informed me that it will take 4-6 weeks to receive the gift card flyer at time of purchase, and to keep a look out because it could easily be mistaken for a piece of junk mail. I call the store a couple weeks after my delivery on March [redacted] and tell the representative that the order my deposit receipt had on it and the order at time of purchase were different. The deposit order had the words gift card promo on the center of the paper and the order receipt I received for delivery did not say it. The representative tells me to look about mid page right hand side and I would notice the promo code and it was there [redacted] and not to worry I would get the card flyer in about another 4 weeks if not sooner.

April **, 2014 - still no gift card flyer. I call the store and speak to another representative, he tells me that he will email the promotion team and he will call me back with a outcome. I leave him my cell and home number. He tells me to give him a day or two.

April **, 2014 - I call the store again and get the same rep, that I spoke to on the [redacted]. I remind him that he was supposed to get back to me in a day or two and it has been over a week. He then tells me I need to to speak with corporate because it has become an unusual situation. His excuse for not returning my call was he was away on vacation and forgot.

I call corporate immediately to find out what the situation is that is so unusual and to let them know that apparently when someone takes vacation there obligations to there customers can be forgotten about. I explained this whole situation to her and she asks me to email the her the copy of the order receipt and she will forward it to her boss and they will review it, she even agrees with me that it should be honored because she can see the promo code on the receipt as well. She will call me back the next day with a resolution.

April **, 2014 Call back because she has failed to call me and speak with another rep. She looks into the notes on the order tells me that they are still looking into to and she will follow up.

April **, 2014 My husband makes the final call asks to speak with the [redacted] of the department due to the lack of follow up with the representatives and the [redacted] explains to him that because it is a floor model we are not eligible. A floor model we bought because they had no more inventory (when we opened a charge and put a deposit on a new one so we we guaranteed a mattress ) and the mattress was discontinued because they were coming out with a new model, the following month. This was the reason. They were not at all understanding of the poor customer service we had received along the way and the broken promises made by there [redacted] store from the very beginning. I got offered a coupon for a free pillow instead of receiving a gift card.Desired Settlement: I would like to receive a $100.00 gift card as promised by the [redacted] store for the February 2014 promotion.

Business

Response:

Case # [redacted]

On February **, 2014, [redacted], made a down payment on a Serta ISeries queen mattress and box

spring. There was a special promotion of a $100 gift card being offered at that

time on the purchase of ISeries Sets however this excluded the purchase of any

floor model or outlet or clearance models. When the customer returned to the

showroom to pay his remaining balance on February **, 2014, we advised him that

the ISeries line up were being discontinued and were no longer available from

the manufacturer. We did have ‘floor models’ in various show rooms but these

models were excluded from the promotion. Ultimately [redacted] opted to purchase

the floor model and he was offered a significant discount but he was not given

the gift card.

It is unclear if [redacted] was advised that he was no longer eligible to receive the gift card

when the order was changed. Nonetheless when he contacted us in April, we

researched his account and did advise him why he did not receive the gift

card. As an accommodation we offered him a set of pillows but he refused the

offer.

Upon receiving the complaint filed with your Agency, we again reached out to the customer. We

apologized to the customer for any inconvenience he experienced and advise that

although he was not eligible for the gift card we can still accommodate him by

offering him a refund of $50.00 and a set of sheets. Customer accepted our

offer and requested that we send the refund to his financing company. We also

advised customer that he will receive the sheets within the next 5 – 10

business days.

We believe no further action is warranted at this time. However if you require more information please contact

[redacted] at ###-###-#### or [redacted] for further

assistance.

Review: My wife and I purchased a Kings Down Sleep to Live 300 series mattress in 2011 and just as many other complaints found online say, the mattress is sagging approximately 1.5-2 inches and is the primary reason for my wife's chronic back issues being exacerbated. We contacted Sleepy's and they sent an inspector who literally used a yard stick to calculate the sag. They deemed the mattress defective and and told us to head to the Sleepy's store where we could ask for a replacement mattress. When we arrived at Sleepy's we were informed that the Kings Down mattress we owned has been discontinued and that we have $1137 store credit to purchase another mattress, however, there was no mattress of similar (alleged) quality for that price. I settled with the fact that I was going to have to pay more for a mattress of the same quality, so next I inquired about the box springs and delivery fee of a new mattress. I was told that I would not be reimbursed for the box springs I purchased, even though the mattress and box springs were sold as a set. In addition, if I chose to buy a mattress alone and not a set including box springs, I would not be eligible for any type of warranty for the new mattress. I am also being put on the spot since Sleepy's policy dictates that I must choose a new mattress within 14 days of the claim. They claim to have sent me a letter stating this policy, but I did not find out until today (1/*/14) as I did not receive any letter stating this information. The original 14 days will end tomorrow. My wife and I feel that we are being bullied. We have purchased numerous products to alleviate her back problems, when the reason for her problems may have been due to the fact that we were sold a defective product from day one, a product that was deemed defective by the third party inspector hired by Sleepy's, and a product advertised to help with back problems, not make them worse.Desired Settlement: We have no interest in continuing doing business with Sleepy's or Kings Down, and require that our full purchase price (box springs and entire set included) be refunded so we can take our business elsewhere. No store credit.

Business

Response:

Case#:

On October **, 2013, approx. two

years after delivery . [redacted] contacted Sleepy’s Customer Service Department

claiming that the mattress purchased in August 2011 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 box spring was not. Pursuant to the terms of the warranty, we

agreed to replace the mattress only.

At the time of delivery the [redacted]’s received a copy of the manufacturer

Kingsdown Limited Liability Warranty which states in clear and concise language

on page 7 “Only the defective

piece or part will be replaced or repaired, not the entire set of bedding, unless the entire set is determined to be defective. Replacement

or repair of one piece will

not automatically result in repair or replacement of the other piece.” (See attached). It is the responsibility of the consumer to

be aware of the manufacturer’s guidelines if the consumer failed to receive the

manufacturer’s warranty at the time of delivery they are responsible to contact

our Corporate Office utilizing the toll free 800 number to advise. We received no

call from the [redacted]’s in regards to this.

On December **, 2013, the [redacted]’s

entered a local Sleepy’s showroom seeking to process their warranty store

credit without the authorizing credit letter mailed from our Corporate Office.

The Mattress Professional on staff advised the [redacted]’s that they can still be

assisted without their credit letter by selecting another mattress to complete

the exchange process. The [redacted]’s expressed interest in a firmer model and also

expressed concerns of not adding any additional out of pocket funds. The

consumer was advised that they would be responsible for any difference in price

outside of the store credit amount of $1,137.12, in conjunction with a delivery

fee of $99.99, plus tax. The [redacted]’s dissatisfied with the company policy was

directed to contact our Corporate Office for additional assistance and clarity.

On December **, 2013, the consumer

visited his local showroom once again this time expressing interest in the

Simmons Beautyrest Recharge model number [redacted].

On January **, 2014, [redacted] contacted

our corporate office requesting to speak to a [redacted] with complaints of not

receiving a store credit for her box springs. The member of our management team

that assisted [redacted] reminded her that the manufacturer only replaces the

defective piece and accordance to the third-party independent inspection

company the box springs are in fact not defective and therefore; not

entitled to a store credit.

The [redacted]’s are able to visit their

local showroom when their time permits to complete the warranty process

utilizing their invested of $1,137.12, plus tax no monetary refunds will be

offered. Since we have responded to the

consumer’s complaint we believe that no further action or responses are

required at this time. However, if I may

be of further assistance, please contact me [redacted] at [redacted] or [redacted]

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Description: MATTRESSES, BEDDING, FURNITURE-RETAIL

Address: 1000 South Oyster Bay Road, Hicksville, New York, United States, 11801

Phone:

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