Sleepy's

Review: We have had two defective mattresses from Sleepy's in 2015 alone. This was determined by their mattress professionals, Mattress Marshals, Inc. Overall, we have had at least four defective mattresses since doing business with them. On October ** 2015 our last "exchanged" mattress and box spring was delivered. The delivery man said the mattress was extremely hard but it would soften up in our home. The mattress was like sleeping on cement and to date has not softened up. We have not slept on the mattress again since 10/**/15. We went to the store on Oct ** and were advised they would do nothing for us as it is a COMFORT issue and their customer service dept advised the same. We filed with the NYS Attorney Generals office on October **, 2015. On November **, 2015 a Chonda called me from Sleepy's (as she had the Attorney General complaint in hand) and after much discussion said we could re-select a new mattress and box spring and to go to our local Sleepy's location. We went on November ** and picked out a previous mattress that we had purchased in April 2015 that cost $2062.59 plus tax and NOW they want to charge us $2469.98 plus tax and a delivery charge of $99.99. Sleepy's now wants $616.29! When we called customer service a young lady (I believe her name was Alex) said our balance was zero, but the invoice shows we financed $616.29! When we called called customer service back again and they emailed the new invoice with the financing of $616.29 and will not make this an even exchange I told them to cancel the order and would contact you and the NYS Attorney General.Desired Settlement: We do not want to deal with Sleepy's any longer. We do not want a re-select. They can come pick up their last delivered DEFECTIVE mattress and give us a check for $2231.80. This is the price of the initial defective mattress in April 2015 ($2062.59 plus tax $169.21) on their invoice [redacted].

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the inquiry regarding [redacted]. On December **, 2015, the consumer was contacted by a member of our Consumer Relations Department where the accommodation of the even exchange was honored. The consumer’s concern in regards to his financing has been resolved. The consumer delivery has been scheduled for Tuesday December **, 2015, between the hours of 10am-2pm. If you require further assistance 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 the resolution is satisfactory with exception. I only agreed to the exchange as Sleeepys LLC said they will not refund my money under any conditions. They made the exchange at an even amount with no finance or delivery charges.

Sincerely,

Review: On 9/*/12 I purchased a Lucetta mattress. Total cost was $1143.17 of which $50 was the promo delivery charge. Store requested $100 cash deposit on 9/*/12 to hold the sale promo price of that day and $1043.17 was financed thru GE the next day. Mattress delivered was too soft for my back, store asked me to come choose another one. On 9/**/12 chose a Simplicity Tempurpedic and was told by the rep that it is fully refundable less the delivery charge if I was not satisfied but had to try it for 30 days. Total cost was $1250.96 incl $50 delivery charge. This mattress was even worse than the first one, soft like a sponge. My backpain was intensifying. On 10/**/12 30 days after delivery, I called store to return mattress. Was told I had to wait for mgr to call me back. After many calls and complaints, mgr called me about a month later, very upset about return; wanted me to go back to store for a 3rd choice of mattress which I refused. [redacted] argued that he could not give me a refund, I challenged him, then he insisted on charging me $175 return fee which was not mentioned when I made the purchase. He told me that was Tempurpedic's policy which is incorrect. When making the purchase I was told in case of return, I would incur the delivery charges which totaled $100 for both deliveries. The $100 cash payment made on 9/*/12 should cover the deliveries and leave me a $0 balance with the full refund of mattress cost. [redacted] credited my account $1006.01 and left a $253.81 charge in addition to the $100 cash payment I made on 9/*/12. Which means that I would have to pay Sleepys total of $353.81 for a mattress I was told was fully refundable. Despite numerous calls and complaints to Sleepys and GE, to this day, the issue is not resolved, meanwhile GE keeps on adding interest to the account which escalates it to $348.55. Sleepys Valley Stream exhibits horrible business practices; telling customers one thing to entice them to make a purchase and changing their words when things don't work in their favor.Desired Settlement: Sleepys should credit my GE account for the remaining bal of $253.81 and cancel the late charges & interests, as I was told at the time of purchase that I would get a full refund for the mattress price if I was not satisfied with it. The delivery charges of $50 each (not reflected on original purchase; I was told that they list the regular charge but took it off the price of the mattress. This also is a form of bad business practice to their benefit in case of a return)is covered by $100 I paid.

Business

Response:

Case #: [redacted]

On

September **, 2012, [redacted] received delivery of a Tempur-Pedic queen size

mattress, through Sleepy’s Comfort Exchange Program. At the time of purchase,

[redacted] was advised that Sleepy’s and Tempur-Pedic extend to customers, a

ninety-day in-home trial with the merchandise expected to be in the home for a

minimum of 30 days. [redacted] was advised at the time of purchase that

if she should become dissatisfied with the bed during the in-home trial period

it can be returned for a full refund minus a return fee of $175.00, the

delivery fee, and the cost of any free promotional accessories received at the

time of purchase. In this case, [redacted] did not receive any free promotional

items.

On October **, 2012, [redacted] requested to return the Tempur-Pedic mattress for a full refund. Since

[redacted] was within the ninety day in-home trial period our Customer Service

Department agreed to remove the mattress from her home. At that time, [redacted] was again advised that along with the return of the mattress she would

be responsible for the reduced delivery fee of $49.99 plus tax, and the return

fee of $175.00. Upon completion of the mattress return, [redacted] fails to

comply with the Tempur-pedic ninety-day in-home trial period requirements.

Since the original mattress sales order was financed by GE and [redacted] failed to make payments on the remaining amount owed, she continues to accrue

late fees and penalties on her GE account.

We attempted to contact [redacted] on November **, 2013 leaving her a message on her voicemail requesting a

call back. Please be advised [redacted] must contact GE Financing to settle the

account balance with them. We will attempt to contact [redacted] again in the

near future. We believe that no further action is required at this time. However, if we can be of further assistance,

please contact [redacted] at [redacted] or [redacted]

Consumer

Response:

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

the business is being very dishonest in its response. I feel that the business is triying all it can to show that I am at fault, when that is not the case. At the time of purchase I was never told about a $175 return fee, a 90-day in-home trial of the mattress, and free promo items policy. As stated in my original statement, I was only told if I was not satisfied with the mattress I would get a full refund of the cost however, I would have to use the mattress for 30 days in order to be eligible for the refund. Though the very first night I lay on the mattress, I felt laying on a sponge which was the total opposite feeling I got from the mattress at the store, I followed procedures and kept it for the 30 days. I was also told that I would be responsible for the delivery charge. I complied with the 30-day in home period as I was told, and since I was totally disastified with the mattress I called the business on the [redacted] day to express the need of returning the mattress and get the full cost of the mattress refunded on my GE credit card as I was promised. I was then told that the store manager had to call me back to process the return. When [redacted] finally called me back one month later after many calls and complaints, he tried to convince me to go back to his store to choose another mattress, to which I refused. He got very upset, and told me that he would charge me $175 for returning the mattress. That was the very first time that was mentioned to me; I argued with him about the fee, but he had control of my GE credit card account and charged the fee anyway. Since I was not aware of that return fee policy, I felt that the manager charged me that $175 fee to get back at me because I refused to go back to the store for a third time to get another mattress and also to get some money toward the mattress.

I did not feel oblige to make payments on the credit card balance that was forcely added to my card because the charge was continuously in dispute for the past 13 months. I know I was right, I therefore believed that this issue would be resolved in my favor and all the charges would be removed from my account. The delivery charges that I was told I would be responsible for should have been covered with the $100 cash payment I made on September *, 2012 to hold the sale price since the credit could not be processed on that day. I ended up being badly victimized by that terrible decision to step foot in that store on September *, 2012 in response to a Labor Day sale promotion that was posted on the internet. The balance on my GE card got escalated a great deal with late fees and interests simply because Sleepy's refused to admit that they are wrong in pushing policies on me that were never mentioned at time of purchase.

There were numerous wrong business practices that I identified in the two purchase transactions made with Sleepy's.

1) The Labor Day promo was for mattress sale plus $50 reduced delivery fee. When the manager handed me my invoice for the 1st mattress I purchased on September *, 2012, he listed the full $100 delivery charge on the invoice. When I pointed out to him that he made a mistake on the invoice, he told me that he instead reduced the mattress price by an additional $50 and listed the full cost of delivery on the invoice. This is done in their favor in the event of a return. I did not make a big deal about it simply because I did not think I would need to return the mattress.

2) When I went back to the store and chose the Tempurpedic mattress after the first return, the new invoice did not fully show the total price plus tax of the new mattress and the total credit (cost + tax) applied to the new purchase. The transactions on the invoice (please see attached) were very ambigious and confusing. The $100 cash payment I made on the sale day was not credited on the invoice, I ended up being charge an extra $100 as part of the balance of the new mattress on the credit card.

3) Sleepy's omitted displaying their full return policy to me at the time of the purchase, but rather what they thought was sufficient to incite me to make the purchase. Now, they refuse to take responsibility for their error and eat the cost.

4) The [redacted] took an extra month to call me back to process the return in spite of the numerous calls I made after the 30-day trial period. My back pain was intensifiying with the use of that spongy Tempurpedic mattress, I had to sleep on a futon until he decided to call me to process that return and send for that mattress pick-up. This is an abusive and unfriendly act of customer service. Though, he was not happy about the return, he still had to treat me right as a customer.

I responded to [redacted]'s call and was able to reach her on Monday, November **, 2013. I expressed to her my discontent about the false statements in their response to Revdex.com. Since it was the first time I had spoken to her regarding this ordeal of 13 months, I explained to her everything that happened and exactly how they happened. She then offered to deduct $150 from the now $392.77 on my credit card. I requested that the entire charge of $175 and the $49.99 be removed from my card, as they can use the $100 cash payment for the delivery charges. She was quite adamant that the best she could refund and credit the card is $150. Today, Wednesday, December *, more than a week later, no credit for $150 was posted on my GE account. My balance as of today is still $392.77. I cannot express enough how I regret stepping foot in that Sleepy's Valley Stream store on September *, 2012. That has caused me a tremendous amount of aggravation and money for a product that I do not own. I am also terribly upset about this debt that Sleepy's is imposing on me at the worse time when I have been unemployed for the past 4 years. Sleepy's needs to accept all the wrongdoings that occured with these transactions and take responsibility for their errors.

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

Sincerely,

Business

Response:

Case #: [redacted]

Review: I visited the Sleepy's showroom at [redacted] on[redacted], December**, 2014 and ordered a mattress to be delivered to my new home in [redacted], the showroom employee, pleasantly informed me that the delivery could be scheduled for[redacted], December**, 2014, and that the delivery company would call me on 12/**/14 to advise me of the delivery window. He also advised me that Sleepy's had an in-store promotion that provided customers with a free jumbo pillow with purchase of a mattress. I told him that I had nowhere to pack the pillow for my move from [redacted] to**, but he said "might as well take it; it's complimentary" so I agreed, and gave the pillow to a friend in[redacted] also told me that he could email me the receipt, which he never did. December ** came and went, with no call and no delivery. I called the showroom on 12/**/14 to find out what happened, and [redacted] informed me that the delivery date was now 12/**/14. I told him that the new date was unacceptable, as I was moving into my ** apartment on 12/**, and needed a mattress by then. I asked to speak to a supervisor, and [redacted] advised me that his showroom had no supervisor, and to call [redacted]Sleepys. I did so, asked for a supervisor, and was told by the supervisor that the delivery date now showed as 12/**/14! I told them that such a delivery date was unacceptable, and that if I had been advised of that delivery date, I would not have ordered the mattress from Sleepy's. The supervisor told me there was nothing that could be done, and advised me to call the [redacted] showroom again. I did so, and [redacted] apologized and advised me that he would "see what he could do" and would call me back before close of business on 12/**. I never received a return call. I called the showroom again today 12/**/14 and spoke with[redacted], who was extremely rude and simply told me that he didn't take my order, so he couldn't help me, and advised me that [redacted] wasn't in, and there was no supervisor, and that he could either cancel the order raving me with no mattress) or have [redacted] call me back tomorrow 12/**/14. At this point, I ordered the same mattress from [redacted] for $125 less (as the mattress was the same price, and they offer free delivery, whereas Sleepy's charged $125 for delivery). My [redacted] delivery was scheduled for 12/**/14, which forces me to get a hotel room in ** on 12/**/14, since I have nowhere to sleep due to Sleepy's false information. I then called the Sleepy's showroom and spoke with [redacted] again, who finally emailed me an invoice, which was $600.55 (higher than the price [redacted] told me was being charged to my credit card, and which included a fraudulent $10 charge for the "complimentary" pillow). I told [redacted] that I wanted to cancel my order. He informed me that they would not refund the $10 for the pillow that was fraudulently listed on my invoice unless I returned it (so that they could provide it to another customer - after it had been slept on - which is completely violative of the health code). I advised [redacted] that I was now in**, could not return the pillow, and wanted a refund for the full $600.55, as the pillow was supposed to be free. [redacted] refused, and I asked for a supervisor. He again smugly referred me to [redacted]SLEEPYS. I then found the number for Sleepy's corporate office on this Revdex.com site, and called it in an attempt to resolve the problem prior to lodging this complaint. I spoke with supervisor [redacted] at extension[redacted], who was exceedingly rude and told me that the pillow charge "wasn't fradulent because it's listed on the invoice" and again refused to refund me. I then contacted my credit card company to ensure they refute the charges. Sleepy's false advertising of the "complimentary pillow" that I never wanted, their unethical business practices, and their horrific customer service is unparalleled. I have never filed a Revdex.com report before, but this experience was atrocious, and I the public should be made aware of it.Desired Settlement: Full refund of $600.55 to my credit card, plus $800 in lost wages, as I spent 2 hours on this issue, and my billable rate as an attorney is $400/hour.

Business

Response:

Case#: [redacted] On December**, 2014, [redacted] purchased from Sleepy’s, a Sealy Posturepedic queen size mattress, a mattress protector and a pillow. Although the order was placed in one of our showrooms located in[redacted], the mattress would be delivered to[redacted]. Since [redacted] is outside of our normal delivery footprint, Sleepy’s arranged for a third party shipping company to make the delivery. [redacted]’s delivery was scheduled to arrive by approximately December**, 2014. On December**, 2014, [redacted] contacted Sleepy’s Customer Service Department stating that she never received delivery on December**, 2014 as advised and wanted to inquire on when the delivery would take place. [redacted] was informed the estimated time of arrival of the mattress into the warehouse would be December**, 2014. [redacted] stated she was promised delivery before December**, 2014 and was very dissatisfied with the outcome. An email was sent to the District Sales Manager regarding the delayed delivery. On December**, 2014, [redacted] contacted Sleepy’s operator requesting to speak to a Supervisor. Upon speaking with a Customer Care Supervisor, [redacted] explained of her sales experience in the showroom and how the delivery was taking longer than advised. [redacted] requested the order be cancelled for a full refund. [redacted] was informed all items on the order would be cancelled except the pillow which was taken at time of sale from the showroom and already utilized. Dissatisfied with the response that she received, [redacted] filed a complaint with your agency. Upon receipt of the complaint, a Customer Relations Representative reviewed [redacted]’s account and confirmed the delivery was scheduled for December**, 2014. A Customer Relations Representative attempted to contact [redacted] to confirm if she indeed wanted to cancel, however she was unable to be reached. Sleepy’s did confirm that another order has been placed through [redacted] and this order has since been cancelled and the money refunded back to [redacted]’s credit card. On December**, 2014, upon speaking with the [redacted], it was advised the delivery took place as scheduled on December**, 2014. We apologize for the inconvenience [redacted] incurred and as a goodwill gesture, would like to offer a complimentary set of sheets which can be shipped via [redacted]. Should [redacted] wish to accept this offer, please have her contact [redacted] at ###-###-#### or [redacted]. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact us as well.

Review: Sleepy's represent themselves as mattress professionals, offering best price 100% of the time and Satisfaction Assurance. I purchased an adjustable frame with mattress with the repeated verbal information by salesperson that I would have 90 days to try & if product did not meet my requirements, return for complete refund (except a small re-stock fee of $175). They requested I try it for 30 days. 1st mattress was returned after 30 days, exchanged for a second which is worse than the first in that it has a hard lump on my tailbone when in the upright position. This has caused me back and shooting leg pains to the point that the bed cannot be used as I intended when purchased. I have tried 3 more available mattresses in the store and none of them are totally satisfactory. I have found a product (adjustable base and mattess) in a different store; which fit my requirements. Then went to Sleepy's to request them to pick up everything they sold me, for full refund (except re-stocking fee). I was referred to 'corporate' where I have gone through 3 levels of management. They refuse to accept return of the base. The only concession they are willing to make is an exchange of the mattress, involving a refund of the difference (fairly substantial) for the closest I could find to the good mattress at the other store. I am being pressured to make this decision within 3 days. Also, must agree that it will be a final exchange. I am uncomfortable with the way in which I have been misled; and with the pressure I feel to make this next decision. The wording is such that if I agree to this, I am saying that I am satisfied with the product. This is blatantly not the case.Desired Settlement: I wish to stop payments on this entire bed which Sleepy's financed at 0% through [redacted]; and have the entire product removed from my home. I am still within the original 90 days as the first mattress and base were delivered on May **, 2104.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] made a purchase of a Tempur-Pedic full size mattress and adjustable base. Delivery took place on May **, 2014. [redacted] was informed the adjustable base was not part of 90 Night Trial offered by Tempur-Pedic nor Sleepy’s Satisfaction Assurance policy, thereby making the base non-returnable. At the time of purchase, [redacted] received her invoice which states in clear and concise language “the Satisfaction Assurance applies to mattress sets and mattresses ONLY and excludes motorized beds, cots, special orders, outlet, and clearance merchandise.” Tempur-Pedic’s terms also state “The In-Home trial offer is available only on mattress purchases and excludes adjustable foundations and frames.”

On July **, 2014, [redacted] returned to the local showroom stating she was dissatisfied with the mattress. The Mattress Professional contacted our Customer Service Department to inquire if [redacted] can be provided with a Comfort Exchange to a Simmons Beautyrest firm full size mattress. Since [redacted] was eligible for an exchange or a return under Tempurpedic’s 90 day trial, we processed the exchange. The delivery was completed on July **, 2014.

On August *, 2011, [redacted]’s daughter contacted Sleepy’s Customer Service Department to express her dissatisfaction towards the mattress stating that she was not sleeping comfortably and requested to return her Simmons full size mattress and Tempur-Pedic adjustable foundation for a full refund. Notwithstanding our normal policies, and in effort to further satisfy [redacted], we invited her to visit one of our showrooms to reselect a mattress and refund the difference in price between the newly selected mattress and her Simmons full size mattress. [redacted]’s daughter was advised the exchange would need to be completed by Wednesday, August **, 2014 and that Sleepy’s would waive the Satisfaction Assurance disposal fee of $150. [redacted] accepted this offer and selected a full size Sealy Posturepedic mattress in the amount of $650, plus tax. On the day of the exchange, [redacted]’s daughter contacted our Customer Service Department to advise her mother refused the delivery and would be keeping her Simmons full size mattress.

Upon receipt of the complaint filed with your office requesting a return and a full refund of the Simmons mattress and the Tempurpedic adjustable base, our Customer Relations Department reached out to [redacted]. Pursuant to the Terms and Conditions stated on Sleepy’s invoice, adjustable bases cannot be returned or exchanged. However as an accommodation, Sleepy’s partnered with Simmons Bedding Company who approved to issue [redacted] a refund for the purchase price of the mattress upon pickup.

Sleepy’s arranged to have [redacted]’s Simmons mattress picked up on August **, 2014.

On August **, 2014 [redacted]’s daughter contacted us to cancel the return since [redacted] would like to keep her mattress.

We will continue to work with [redacted]’s to resolve her complaint; we believe that no further action is required at this time. If you have any further questions please contact [redacted] at [redacted] or at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is a fair accounting of the attempted resolution. When the mattress exchange occurred I found the replacement to be sliding off the adjustable base, so was worse than the one already in place. I asked the delivery men to remove it. The offer after that (to return the mattress for a full refund) was declined because I am afraid there will be no mattress to add to the adjustable base, that will be satisfactory to me and my needs. I surrender, and so, the matter has been resolved. I appreciate the efforts of [redacted] in the Sleepy's dispute department.

Sincerely,

Review: Hi, I bought two CM Ortho Posture CF Twin Mattresses on July [redacted], 2014. The mattress that I saw in the showroom was completely different than the mattress that we got on delivery day. The mattress in the showroom had "Nature's Image" written on the ticking of the mattress and it felt firmer and more balanced. The mattress that was delivered had a pattern on it and is quite softer (more plush) than the one we saw. The employees at [redacted]s claim that if the ticket is the same on both mattresses, then the mattress is the same. They also claim that the manufacturer could have changed the mattress ticking. However, my family and I know that the mattress feels different than the one we saw in the showroom and on top of that it looks different. When we went on the manufacturer's website we found out that "Nature's Image" is a different line of brand! The mattress in the showroom either has a false ticket because it is not the same mattress that was delivered OR the mattress that we got is of lesser quality.Desired Settlement: We just want the same mattress that we saw in the showroom with "Nature's Image" written on top of it which feels firmer. IF the manufacturer has changed the mattress then we want a refund because this is not the same mattress that we saw in the showroom. There should be no disparities between what you see in the showroom and what arrives at your front door. Either give us the mattress we saw in the showroom or give us our money back so that we can take our business elsewhere. Thank You.

Business

Response:

Case: [redacted]

On July **, 2014, [redacted] received delivery from Sleepy’s of two (2) twin size Carolina Ortho Posture mattresses model # 1501. On July **, 2014, [redacted] contacted Sleepy's Customer Service Department to inquire on the exchange policy, claiming to have received the wrong mattresses as he felt the fabric was not the same as the mattress he tried in the local showroom nor was the feeling of the mattress the same. [redacted] was informed of the exchange policy which involves a disposal fee of $150 as well as an applicable delivery charge. With regard to the reason for his complaint, [redacted] disagreed and asked to speak to a [redacted] was able to speak to a [redacted] in our Customer Care Department and as a courtesy to [redacted], was informed that upon his making a reselection, the standard disposal fee of $150 would be waived however the applicable delivery charge would apply. This same evening, [redacted] requested an even exchange. Delivery was set for July **, 2014.

On July **, 2014, upon receiving delivery, the delivery driver contacted our Delivery Support Department stating [redacted] wished to refuse the new bedding. [redacted] informed us that upon returning to his local showroom, he took pictures and video of the mattress there and they do not match. Dissatisfied with the outcome, [redacted] filed a complaint with your agency.

Upon receipt of [redacted]’s complaint a representative in our Customer Relations department made contact. [redacted] was informed the mattress in the showroom is the original mattress from when Sleepy’s received this model from Carolina Mattress Guild. [redacted] was informed that the manufacturer reserves the right to change the fabric during the manufacturing process and this is something that Sleepy’s doesn’t have control over. [redacted] was able to confirm he did receive the correct mattresses based off his picture of the law from the mattress located in the showroom. With [redacted] still not satisfied with the (2) Ortho Posture mattresses, Sleepy’s offered [redacted] to return to the showroom to reselect other mattresses within Carolina Mattress or a different vendor. [redacted] agreed and was asked to call back with specific model numbers in order for pricing to be discussed.

As we take these complaints very seriously, we will continue to assist [redacted] to ensure his complaint is resolved to his satisfaction. Should the agency have any further question or concerns, 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. I did select two different mattresses from Sleepy's a few days ago and the delivery came today around 3:30 pm. Thanks to [redacted], we were able to pick two different mattresses around the same cost without any delivery fees and I am very happy with the new mattresses that are not from the Carolina Mattress Guild (Thank God!). The mattresses that we received this time around are from a different vendor and match the ones we saw in the showroom. Thank you Revdex.com for solving our problem when Sleepys' customer service was not very helpful. Thank you [redacted] for being so friendly and offering a viable solution.

Sincerely,

My husband and I purchased a king mattress set from the Sleepy's "Sleep to Live" line about 5 years ago. 6 months ago, we could no longer stand the daily back pain that came from the sags in the mattress (which started about 2 years after our purchase). I contacted Sleepy's & jumped through their hoops. I emailed all pictures & data required & it took them several months to respond. We were finally told that we didn't qualify for a comfort replacement because the sags I measured were a quarter of an inch from the required 1 and a half inch depth. So I went back & found a spot that was indeed 1 1/2 inches deep, sent the pics and then, even after several calls/emails, I couldn't get anyone to respond. I had to threaten legal action to finally get a response. Still haven't received whatever is needed in order to replace the mattress. Fingers crossed. Definitely NOT worth the $2,100 we spent. If I hadn't continued to email and call, they would probably never have honored they're contract. Bad business!

Review: I submitted a warranty claim #[redacted] via return receipt mail on March ** 2013 due to a defect in the mattress that leads to more than 2 inch depressions in various areas throughout the bed. These permanent depressions are causing discomfort when sleeping.

After not receiving a response, I followed up via email on June **, 2013, resubmitting the warranty claim, proof of purchase and sample pictures. I still did not receive a response. I followed up with a phone call to Mattress Discounters in August and they said an inspector would be calling to arrange an inspection appointment. I have not heard from this inspector nor did anyone respond to my customer service complaint.Desired Settlement: Since I can no longer wait for a replacement mattress I have purchased another mattress from a different brand/company. I would like a cash payment in lieu of a replacement mattress.

Business

Response:

Case #: [redacted]

Review: My husband and I went to the Sleepy's [redacted] store late on Friday afternoon looking to replace our mattress set. We looked at a tempurpedic bed and were leaning towards the purchase but decided on a hybrid model as my husband had read that the memory foam may sleep hot. The salesman said that we would be wise to take the hybrid right then and there as it was a closeout at a great price. I was very unsure but my unease was put to rest when he promised that if for any reason I hate the bed it could be exchanged up to 120 days for ANY BED in the store (including the tempurpedic that we both had liked). He told me because the bed we were purchasing was a serta iseries there was not even a charge for exchange; I questioned him on this policy as did my husband and was told "no charge, no problem, come back if unhappy and get the tempurpedic you like and it will be of no cost; no delivery charge, disposal, nothing"!! well the bed came on Sunday afternoon and after one night of sleep (or no sleep) the motion on the bed left me sick to my stomach. The very next morning I called and spoke with [redacted] at the [redacted] store, [redacted] and explained the situation (I had just gotten the serta iseries, a closeout bed, very unhappy and want to do the exchange at the no cost that [redacted], salesman at his store, informed us of. He then asked for my phone no. and looked up my order info. and told me he was there until 9pm and to come down and get a new mattress. I told him I already knew the one we wanted as we were just in the store and really like this tempurpedic model but was told go ahead and try the iseries since it might not be there in a day as it was a closeout and we would be able to exchange it free of charge for the tempurpedic one, no problem! , so would be coming alone (my husband had a meeting. be there at eight or so. Long story short, I drive down there and show him the one I want to exchange it for and he tells me "sorry, but even though this tempurpedic mattress...Desired Settlement: I would like the store to make good on what they told us. Let us come in and get the mattress and the current advertisted price (not the original high price!) and take the one back that they just delivered on Sunday FREE OF CHARGE as promised. They are like used car salesman; telling you one thing only to make a sale. Even [redacted] knew before I made the trip down what I had bought and what I was requesting, had me make a trip down there and then changed his story! They are very sneaky!

Business

Response:

Case #: [redacted]

On March *, 2014, [redacted] contacted our Customer Care Department claiming to have never been made aware of return policy of 120 days requiring fees to be

paid. The consumer relayed that she had touch base with the [redacted] and he advised her he would resolve the matter.

On March *, 2014, our Customer Care division was contacted on the [redacted]’s behalf; and was advised to process the exchange for the consumer minus the fees of $175.00 and with a reduced delivery fee of $36.08 (see attached invoice). The [redacted]’s exchange was processed and delivery scheduled for March **, 2014.

Since the consumer’s complaint has been previously resolved to the customer’s satisfaction, we believe that no responses are required at this time. However, if I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

Review: bought a mattress and spent almost a thousand dollars. the salesman lead me to believe that this particular mattress would be a good fit as to what I was looking for. 3 days later, I had all kinds of pain and inevitably, threw my back out and was told by a back doctor that the mattress I was sold was the reason for it. The store wants to charge me 250 dollars for an exchange and said there was Nothing they could do to lower the price. Their customer service people did not resolve the problem, did not even offer to take only but 30 dollars off the 250 they wanted. finally got a hold of corporate and they were very rude to me and unhelpful in the least!I will never recommend them and will continue to realize how they could care less about the customer after they leave the store and get their money. They should be ashamed of themselves saying that they care about their customers. Soon enough, they will not have as many....Desired Settlement: replacement of my mattress without being charged and then part ways...

Business

Response:

Case # [redacted]

On September *, 2014 [redacted] received delivery of a queen size Sealy Posturepedic plush mattress and box spring, a metal frame and a bedliner that she purchased on August **, 2014.

On September *, 2014, [redacted] contacted Sleepy’s Customer Service Department and advised that she wanted to participate in our Comfort Exchange Program for the queen size set she purchased on August **, 2014 and requested that Sleepy’s waive the delivery fee of $99.99. As this was outside of our Term and Conditions, the Representative she spoke with advised her she would be unable to waive the delivery fee. Dissatisfied, [redacted] escalated her issue to a [redacted] Our [redacted] offered to reduce the delivery fee to $69.99 and advised [redacted] that she would be responsible for the new delivery fee of $69.99 and the Comfort Exchange fee of $150.

Dissatisfied, [redacted], contacted us on September **, 2014 to waive the remainder of the delivery fee. As a one-time accommodation, Sleepy’s waived the $69.99 delivery fee and advised [redacted] she would be responsible for the Comfort Exchange fee of $150.00. [redacted] accepted and scheduled her exchange for September **, 2014. We reached out to [redacted] on September **, 2014 as a follow up. She was unavailable so we left a voicemail asking that she contact us if she had any further concerns.

We believe no further action is warranted at this time. Should you require any additional information please contact [redacted] at ###-###-#### or [redacted].

Review: My box spring and mattress set from Sleepy's is just 145months old. It is a replacement set from the original I bought approximately five years ago. This first set lasted approximately three years when I was given a full refund as the mattress sagged greatly in the center. As Sleepy’s informed me that the model I originally had was discontinued and replaced with a newer version, I ended up spending about $150 extra for the replacement set I have now. The current mattress I have is now also significantly sagging in the center. I called Sleepy's and the mattress inspector came within 10 days of my phone call. After not hearing back with the inspector's report, I called Sleepy's. A very rude customer service representative informed me that only my box spring was deemed defective and that though they would refund me the full amount, the model was discontinued and I would have to pay an additional fee for the replacement. When I asked about the mattress, I was told that the sagging was not severe enough at the moment, but that the mattress has a 15 year warrantee and I can call the mattress inspector back in 6 months at which time he'll "probably" deem it defective. This mattress is horribly uncomfortable and the new box spring has not done anything to improve the situation. The sag is so significant that you can see it by simply looking at the mattress. I was also informed by the Sleepy's customer service representative that the mattress has been discontinued and that if I were at some point to get a refund, I would still have to pay extra for the replacement mattress. Personally, at this point I think Sleepy's is one big scam and will never buy a mattress from them again. I believe they send out defective and/or damaged merchandise and quickly discontinue models so customers have to pay hundreds of dollars extra for replacements. Also, when replacing my first set, Sleepy's would not remove the defective mattress and box spring and I had to pay a neighbor's son for disposal. Thankfully this time they removed the defective box spring.Desired Settlement: I wish for my mattress to be exchanged for the current model. I do not wish to incur any additional expenses in the replacement of my mattress, which is just 15 months old.

Business

Response:

Case #: [redacted]

On July **, 2014, [redacted] contacted Sleepy's Customer Service claiming that the mattress exchanged in October 2013 was sagging. Since this was what would be a potential warranty issue, Sleepy’s dispatched a third-party independent inspection company to her home. The inspection results revealed that the mattress met the manufacturer standards and box spring; in fact did not. Thus, pursuant to the terms of the warranty, [redacted] was entitled to replacement of the box spring only.

Dissatisfied with the results of the inspection [redacted] filed a complaint with your office. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states, “This warranty DOES NOT apply to “Normal body impressions of a 1 ½ or less.” Taking into consideration [redacted]’s dissatisfaction with her current merchandise in way of resolution we are offering employee discount on a new mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). [redacted] also still has the option of another inspection in three to four (3-4) months.

Since we have reviewed [redacted]’s complaint, we believe that no further responses are required at this time. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [redacted].

Review: Last October I ordered over $7,000.00 in mattresses from Sleepy's. Appoximately a month later, I called the company to inquire about a support system they might sell for my antique king sized bed frame. They said that they did sell a product and that I could pay for it over the phone and pick it up at the store. On January [redacted], I picked up the support system at the sleepy's store and brought it home. The next evening my husband attempted to install the system but realized that our antique bed does not allow for their product to be used. I called the store the very next day and explained the problem. I told them that I would be happy to bring the support system back to the store. They salesman from the store indicated that he would look into it and either tell me to return the product or try and see if he can schedule the delivery men to come to my house and attempt to install it themselves. He said it is sometimes tricky and they do this all the time. I waited several weeks with no follow up phone call from sleeps nor and solutions. I called the store again, today, February **, 2014 and was told that nothing can be done. It's too late to return this product and it's considered an "accessory" which are all non-refundable and non-returnable. I was never told this when I purchased the product over the phone, in fact, the salesman told me it fits most beds and worth a try. He never told me I could not return the product if it did not fit.Desired Settlement: I would like to return this product and have my credit card refunded.

Business

Response:

Case #: [redacted]

On

November *, 2013, [redacted] purchased

a Knickerbocker bed beam from Sleepy’s, which was sold to her so she could have

proper support for an existing antique bed that was in their home.

On

January [redacted] 2014, [redacted] picked up the bed beam in a showroom. [redacted] requested to return the bed beam

back to the showroom because the installation did not work. According to [redacted] the mattress

professional in the showroom offered to dispatch third part independent

delivery team to install the bed beam. This

installation did not take place.

At

the time of purchase, [redacted] was provided with the copy of her purchase

invoice, which clearly states that accessories are non-refundable. However, to accommodate [redacted], we

offered her to return the bed beam to any Sleepy’s showroom in exchange for a store

credit in the amount of $2140.74, which she may apply towards other merchandise

at Sleepy’s.

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

Review: On May **, 2014 my husband and I purchased a Full size mattress, box spring, bed frame, sheets and a mattress cover from Sleepy's in [redacted] a sales rep helped us. We spent $818.86 at Sleepy's. On June *, 2014 we went back to Sleepy's to Return the sheets. [redacted] who helped us a week prior was working that day. The sheets were- UNOPENED-. [redacted] replied that it will take a while for me to help because there were other customers she was helping and she will be able to take our information down to contact corporate to put the return through so we didn't have to wait. We gave her our information for the return and [redacted] told us should have a credit within a week. Several phone calls later..The mattress was delivered on 6/**/14. I followed the cleaning instructions for the mattress cover when I took it out of the dryer the seam was coming undone. I had to purchase a another mattress cover (not at Sleepys) to put on the mattress b/c I had surgery on 6/**/14 and cant use a ripped falling apart cover b/c it will fall apart more when its on. On June [redacted], 2014, I spoke to [redacted] at Sleepys store regarding my return of the sheets and she said the [redacted] was on his honeymoon and must have forgot. While on this phone call to [redacted] I explained the mattress cover seam has come undone. I followed the cleaning instructions put in the dryer and when I took it out from the dryer, the seam was coming undone and I said I have no use for it now and would like to return it. [redacted] told me she can't except the return b/c it's past the 30 day return policy and that is has been discontinued. [redacted] never told us the mattress cover was discontinued when we purchased it. Told me to call 1800sleepys. My husband and I couldnt return it earlier b/c I had surgery on 6/**/14. I called 1800sleepys, on 6/**/14 spoke to [redacted] and he initiated the return for $74.43 for the sheets. I also explained about the mattress cover seam coming undone, have not used it, I would like my money refunded for something I cant use and wasnt told it was discontinued at the time of the sale. [redacted] had me on hold for a good 10 minutes. [redacted] Came back on the phone said to me You can do whatever you want with the mattress cover I will go ahead and put the return/credit through for $42.54, you should see a credit for $42.54 along with a credit of $74.43 for the sheets we returned. June [redacted], 2014 $74.43 was credited back and nothing for $42.54. [redacted] who helped me previously never wrote any notes on the phone call and when I talked to [redacted] on 6/**/14 he was accusing me of lying. I asked to speak to a [redacted] whose name is [redacted] and she said she will call me back the next day b/c she had to review my account. I never got a call back from [redacted]. I called back again on 6/**/14 spoke to [redacted], I explained my situation again and [redacted] said she takes her job seriously and wanted to help me. [redacted] never called me back either. After several phone calls to the Sleepy's store ###-###-#### and 1-800-sleepys customer service number and being told by [redacted] a supervisor I would get a call back from her and a call back from [redacted]NO ONE called me back. I would like my refund of $42.54 for a useless cheap mattress cover that has NOT BEEN USED and DISCONTINUED. I am a VERY Unhappy customer who has been Lied to by Sleepys sales and customer service reps and supervisor by saying they will call me back to resolve this issue and never did.Desired Settlement: REFUND OF $42.54 for a USELESS crappy mattress cover that falls apart at the seams and has been DISCONTINUED. And seeing Sleepy's made me wait for about 30 days for the sheet return I think the refund for $42.54 is pretty reasonable for something I have NO USE FOR anymore because I purchased a better one from another store.Sleepy's suggested a replacement mattress cover and I Do Not Want a replacement. I want my $42.54 back refunded to me.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] purchased a full size Carolina Mattress Guild mattress set, a full metal bed frame, a set of full size sheets and a full size mattress protector.

On June *, 2014, [redacted] visited her local showroom and requested to return the full size sheets. Our Customer Service Department was contacted via by the Mattress Professional on staff. On June **, 2014, the refund was returned back to [redacted]’s credit card.

On July**, 2014, records show [redacted] contacted our Customer Service Department to inquire on the refund pertaining to the full size mattress protector. [redacted] was informed her account had not been documented prior regarding her concern of the mattress protector. Dissatisfied with the outcome [redacted] requested to speak to a manager. Upon speaking with a [redacted] informed us she was promised a refund due to the mattress protector breaking down once laundered. [redacted] was advised that there was no record of a prior complaint regarding the mattress protector and she was more than welcome to contact Southern Textile to file a claim, since the mattress protector came with a ten (10) year warranty. Under this warranty [redacted] would be entitled to a replacement. [redacted] declined and was insistent on a refund. [redacted] was advised due to her claim of being promised a refund, the call recording from that specific time would be pulled for review.

On July **, 2014, records show [redacted] contacted our Customer Service Department as a follow up to her call the day before. [redacted] was informed her account was still under review and she would receive a follow up phone call once complete.

Upon receipt of this complaint from your office, [redacted]’s account was reviewed and as an accommodation, stepping outside of our normal policy and procedures, Sleepy's processed a refund for the mattress protector in the amount of $42.54 on August *, 2014.

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

Review: We purchased a California King mattress set from Sleepy's in [redacted] on May **, 2014, Invoice #[redacted]. During the delivery process, on May **, the contractors caused damage to our carpet and walls. One of the employees, the driver, entered the home, and as he walked up the stairs, started literally pulling artwork from the wall. They also dragged a mattress across the floor, leaving a trail of some sort of black substance, which resembled oil. They left the instructions for the mattress set balled up on the mattress, as if it were trash and plastic on the floor. We advised Sleepy's of what we perceived as discriminatory, unfriendly service. The owner of the contract company was also advised.

Sleepy's required estimates for the damages, which we provided. The company claimed that a check was cut and mailed on May **, but, as of today, the funds have not been received. Over the past month, we've contacted the company several times and was told that the check had been mailed. It was first said to have been mailed on 6/**, but was not received. We called back on 6/**, and was told that it was mailed that earlier that morning. Because of the apparent misinformation, we called back on 6/**, and was told that the check would go out on 6/**--"definitely." No check. Again, we contacted Sleepy's on 7/* regarding the check and was told by [redacted] that she would, again, contact the accounting department and called back. She never did. Nor did [redacted] or any other representative who we spoke with who promised a call back. We are truly disappointed as new Sleepy customers. The location in our community is fairly new.Desired Settlement: Since we have not received the $589.90 check supposedly printed and mailed on June **, 2014, we are, again, asking Sleepy's to overnight a replacement check directly to us.

Business

Response:

Case # [redacted]

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

On July *, 2014, [redacted]’s account was accessed and our records indicate check number [redacted] was mailed to the

consumer’s residence as: [redacted] in the amount of $589.90.

At this time if the consumer has claims of not receiving the check it would be necessary for our accounting department to

be contacted and a stop payment placed on the check and another check generated after the stop payment process has been completed. For additional confirmation of the check not being received we reached out to [redacted] where he confirmed the check has yet to reach his residence. [redacted] did reveal that he also utilizes a P.O Box as well, which we do not have an address for, [redacted] was advised the check must be mailed to the delivery address on file (mentioned above).

In conclusion to our conversation with [redacted] followed up and expressed her dissatisfaction in the handling of her driver damage claim. As a result [redacted] was advised I will begin/confirm the stop payment process

and follow up with her and [redacted] once a date can be concretely issued as to when the check will be regenerated and mailed out via certified mailing.

Since we are attempting to resolve the consumer’s complaint we believe no further responses are required at this time. 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].

Review: The mattress that Sleepy sold was defective and they agreed to replace it however Sleepy's is asking for a $100 to deliver the mattress at the closest showroom. I do not understand why I have to pay $100. for delivery when it was Sleepy's the ones who sold me a defective product; it is Sleepy's responsibility to deliver a flawless product when I made the purchase initially.This company business practices and advertising are very deceptive and pray on unsuspecting consumers like myself that work hard and trust that their offers are for a product that delivers the benefit offer by this company.Sleepy's offered a $175. credit which it does not cover the original cost since they are asking for an additional $100. to deliver the replacement of the defective mattress the sold.I had an old mattress that was discarded when the purchase was made, hoping to get a better sleep with a new mattress. Since I made the purchase in October **, 2013 I have not been able to sleep properly and my back hurts.Kind Regards[redacted]Desired Settlement: I would like sleepys to deliver the replacement to the nearest showroom without asking for any additional fee since I already pay for the mattress.

Business

Response:

Case #: [redacted]

On December

**, 2013, [redacted] contacted our Customer Service

Department claiming that the mattress set she had purchased from Sleepy’s in May

2013 was sagging and squeaking. Since

this was what would be a potential warranty issue, we coordinated for an

inspection of the mattress and box spring. The results of inspection revealed

that the mattress was not defective under the manufacturer’s warranty guidelines,

however, the box spring was. Pursuant to the terms of the warranty, Sleepy’s

agreed to exchange [redacted]’s box spring only.

Under

the manufacturer’s guidelines, the transportation fee is not covered under the

warranty. On December **, 2013, [redacted] was contacted to advise she was

able to exchange the box spring only. On December **, 2013, [redacted]

contacted our Customer Service Department disputing the transportation fee. [redacted] was informed as an accommodation the delivery charge would be lowered

to $59.99.

Dissatisfied

with having to pay a delivery charge, [redacted] filed a complaint with your

office. Sleepy's Customer Relations Department was able to speak to [redacted]

on January **, 2014. [redacted] was advised she was not required to pay

delivery charge at this time. Although it is a standard charge, it is required

to be waived if a customer resides in New York City and the five boroughs and their

merchandise was exchanged within 3 months from the date of original delivery.

[redacted]’s exchange of her box spring was scheduled for January **, 2014.

Since

this should resolve the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. However, if I may be of further assistance,

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

Review: We bought our mattress in Nov 2012. The mattress started to dip and bow around 6 months. We called Sleepys customer service at the one year mark and they sent out a person to review and measure. It exceeded their standards for normal dips and they 'approved' a replacement. We are not large people by any means. Instead of replacing, they gave us a store credit towards another one. We just wanted the same mattress or comparable replaced to get what we paid for. In reviewing the invoice, the sales person when they sold it to us had taken $ off the mattress in response to their free box springs promotion. In other words, instead of truly giving us free box springs, they basically charged us for box springs and took some $ off the top mattress. So now our 'credit' is reduced according to Sleepy's because of the salesperson tactics in messing up the real price of the top mattress. Plus, Sleepy's is telling us that we also have to pay stock and delivery fee. They tried to get us to pay over $400 + for the replacement plus deliver ~$120. After complaining we got them down to ~$220. We are not happy with that and refuse to give them another dime. We would like for Sleepy's to stand behind their product and bring us the replacement mattress that we should get. It's a faulty mattress period. Their fault. The sales guy at the local Sleepy's is saying it's not his fault. The Sleepy's location we were dealing with is [redacted]Desired Settlement: We would like to replace the mattress with a comparable one - as noted by their staff it is the Beautyrest World Class Recharge Shakespeare Luxury Firm Mattress

Product Code [redacted] - King Size. We are not going to pay extra for a replacement.

Business

Response:

Case: [redacted]

On November **, 2012, the

[redacted]’s purchased a Simmons Beautyrest Lucetta king size bedding set. During

the time of purchase Sleepy’s had an ongoing sale promoting a “free box spring”

with the purchase of a specified manufacturer as participation varies.

On November **, 2013, [redacted].

[redacted] contacted Sleepy’s Customer Service

Department claiming that the mattress purchased in November 2012 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 to examine the merchandise. The third-party independent inspection company

determined that the mattress did not meet the manufacturer standards however;

the box springs did. Therefore, pursuant to the manufacturer’s warranty, the

[redacted]’s were approved for an exchange of the mattress only.

Unfortunately; the [redacted]’s

mattress was discontinued by the manufacturer, as a result they were issued a

store credit reflective of their invested mattress amount of $872.01; to

purchase the comparable model. With this credit they are able to select any

mattress of equal or greater value if the consumer exceeds the store credit

amount they are responsible for difference in price in conjunction with the

transportation fee of $99.99.

On January 16, 2014, [redacted] discussed her concern with a member of our Customer Relations

Department where the details of the promotion were explained. [redacted]

expressed an additional concern regarding the manufacturer’s decision to

discontinue a specific line. [redacted] advised that she had in fact visited

her local showroom and was able to obtain her replacement model as [redacted] which

retails at $2,199.99. In spite of the [redacted]’s being responsible for the

retail price as an accommodation an employee discount has been applied to the

replacement model dramatically reducing the cost. In conjunction with the

dramatically reduced mattress price the transportation fee of $99.99, has been

reduced to $59.99. [redacted] has

accepted our offer satisfied the balance of $120.61 and scheduled delivery for January **, 2014.

Since we have resolved the

[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].

Review: We bought a stearns and foster mattress from sleepys on 03/**/2013. At the time of purchase we were told that, if there is a issue sleepys would replace the mattress within 10 years. It is only two years and the mattress sagged. Because of that me and my wife are having body pains. When we go to doctor, he confirmed that it is because of mattress.

I have raised this concern with sleepys and they sent me a self inspection kit. WIth that I meassured the SAG and it is clearly sagged. Attached the pictures. I have provided the same pictures to sleepys and they came back with the response below.

""""""""Good day,

Your inspection results are in. The merchandise is up to standards. A this time we are unable to exchange the merchandise as it is not deemed defective as per manufacturer standards.

Thank you" """"

Look at the pictures and mattress is clearly sagged. I got confused with their responce. What standard allows them to replace the mattress? all we are asking is to replace the mattress.. We couldn't sleep on this mattress.Desired Settlement: Please check the images. It is clear that the mattress sagged.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On March *, 2015, the [redacted]’ contacted our Warranty Support Department claiming that the mattress delivered to them in February 2013 was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer the opportunity to capture and depict the areas of their concern. The consumer’s submission was reviewed in accordance to the manufacturer guidelines and unfortunately; has not met the required standards of an inch and a half or greater (1 ½). The consumer was notified via regular mail as procedure dictates to advise of his merchandise performing up to the manufacturer standards.On March **, 2015, the consumer was contacted by a member of our Consumer Relations Department to discuss his complaint posted via a Social Media forum. The consumer was advised we are apologetic for his dissatisfaction however; the manufacturer’s threshold has not been met. In an effort to resolve and assist with [redacted]’s discomfort the consumer was offered an employee discount towards a new bedding selection. This deep discount will allow the consumer the option of purchasing a mattress of their choice at a deeply discounted price, applicable delivery fees will apply or the consumer can utilize the option completing another in-home self-inspection kit. The in-home self-inspection kit will enable the consumer the opportunity to capture and depict the areas of major concern. It was suggested [redacted] should allow the mattress additional conformity time, before the next inspection performed. The consumer relayed on a recorded line that he is not willing to complete another inspection as he has thrown the mattress delivered to him in February 2013 in the garbage; and he was no longer interested in a mattress from us, the consumer was advised a warranty claim/complaint cannot be submitted on a product in which he has disposed of the consumer at that time concluded the call. Since we have reviewed the consumer’s complaint and confirmed the consumer no longer possess the merchandise for warranty resolution, we believe no further responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On March *, 2015, the [redacted]’ contacted our Warranty Support Department claiming that the mattress delivered to them in February 2013 was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer the opportunity to capture and depict the areas of their concern. The consumer’s submission was reviewed in accordance to the manufacturer guidelines and unfortunately; has not met the required standards of an inch and a half or greater (1 ½). The consumer was notified via regular mail as procedure dictates to advise of his merchandise performing up to the manufacturer standards.On March **, 2015, the consumer was contacted by a member of our Consumer Relations Department to discuss his complaint posted via a Social Media forum. The consumer was advised we are apologetic for his dissatisfaction however; the manufacturer’s threshold has not been met. In an effort to resolve and assist with [redacted]’s discomfort the consumer was offered an employee discount towards a new bedding selection. This deep discount will allow the consumer the option of purchasing a mattress of their choice at a deeply discounted price, applicable delivery fees will apply or the consumer can utilize the option completing another in-home self-inspection kit. The in-home self-inspection kit will enable the consumer the opportunity to capture and depict the areas of major concern. It was suggested [redacted] should allow the mattress additional conformity time, before the next inspection performed. The consumer relayed on a recorded line that he is not willing to complete another inspection as he has thrown the mattress delivered to him in February 2013 in the garbage; and he was no longer interested in a mattress from us, the consumer was advised a warranty claim/complaint cannot be submitted on a product in which he has disposed of the consumer at that time concluded the call. Since we have reviewed the consumer’s complaint and confirmed the consumer no longer possess the merchandise for warranty resolution, we believe no further responses are 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

WHen I got the call from customer care, she offered the employee discount on my next mattress. All I said was I don't want the discount and asked for the replacement. She said we cannot replace it as it is not up to manufacturer standards. So, I said if you guys don't replace, I need to dispose this mattress and get the new one. You can check the recorded call.The mattress is still at our home and we need a replacement. Please check the pictures, how it is sagged. It is sagged 1 inch. Their standard is 1 and half inch. We couldn't sleep on this bed and we went to doctor twice because of this bed. I can get a note from my doctor.

Please consider our problem and replace the mattress.Thanks,[redacted]

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]

WHen I got the call from customer care, she offered the employee discount on my next mattress. All I said was I don't want the discount and asked for the replacement. She said we cannot replace it as it is not up to manufacturer standards. So, I said if you guys don't replace, I need to dispose this mattress and get the new one. You can check the recorded call.The mattress is still at our home and we need a replacement. Please check the pictures, how it is sagged. It is sagged 1 inch. Their standard is 1 and half inch. We couldn't sleep on this bed and we went to doctor twice because of this bed. I can get a note from my doctor.

Please consider our problem and replace the mattress.Thanks,[redacted]

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 2nd rebuttal regarding [redacted]. As stated previously the merchandise did not meet the required threshold. If the consumer is alleging to still have the merchandise at this time and as stated prior an in-home self-inspection is required. If the merchandise is in fact inspected and the threshold of an inch and a half is not met an exchange cannot be offered under the warranty. If the consumer is in compliance the self-inspection in-home inspection kit will be mailed in sixty-ninety (60-90) days.There are no additional offers to be made to the [redacted]’s. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the 2nd rebuttal regarding [redacted]. As stated previously the merchandise did not meet the required threshold. If the consumer is alleging to still have the merchandise at this time and as stated prior an in-home self-inspection is required. If the merchandise is in fact inspected and the threshold of an inch and a half is not met an exchange cannot be offered under the warranty. If the consumer is in compliance the self-inspection in-home inspection kit will be mailed in sixty-ninety (60-90) days.There are no additional offers to be made to the [redacted]’s. 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is what, we were promised when we purchase the mattress. "In case if there is a issue, sleepys would replace the mattress. " It is not correct in my case. We are having health issues and still you are not replacing mattress.

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]

This is what, we were promised when we purchase the mattress. "In case if there is a issue, sleepys would replace the mattress. " It is not correct in my case. We are having health issues and still you are not replacing mattress.

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

Sincerely,

Review: In December of 2014 I contacted Sleepy's about a defect to the mattress that my husband and I had purchased from one of their locations. I was told that I needed to take pictures and send them in to their customer service center. I have sent the pictures in several emails have contacted them on several different dates between today and December and I am being told that they will call me back once they review the information. They refuse to speak to me and just keep telling me to call back and they will look at my file. There is a 4 inch hole in my mattress that is cause back pain for both my husband and me. I am 21 weeks pregnant and am having issues with sleeping because of the defect in my mattress.Desired Settlement: I want a refund in either cash or check.

Business

Response:

Case #: [redacted]On December **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the full size Simmons Beautyrest mattress delivered in November 2011was visible sagging. Since this was what would be a potential warranty issue, we coordinated for an at home inspection kit to be mailed. [redacted] would be required to conduct her own inspection of the possible defect being reported by taking the necessary photographs and measurements and filling out a questionnaire. Once the report and photographs were received, [redacted] would receive a follow-up call.On February **, 2015, [redacted] contacted Sleepy’s Customer Service Department to follow-up on her warranty claim. [redacted] was informed once the photographs and report had been reviewed; she would receive a call back. On February **, 2015, [redacted] contacted Sleepy’s Customer Service Department to follow up on her warranty claim. [redacted] spoke with a [redacted] who informed they would look into her claim to confirm receipt and review accordingly. Once reviewed, [redacted] would receive a follow-up call.Upon receipt of [redacted]’ s complaint filed with your Agency, a Customer Relations Representative was able to follow-up with our Consumer Inspections Department in order to review the photographs and report submitted. Based on the photographs received, [redacted]’ s full size Simmons Beautyrest mattress does meet the manufacturer’s guidelines of being considered defective. A Customer Relations Representative contacted [redacted] to no avail; however a detailed message was left on her voicemail advising she does have store credit for the original amount paid of $578.29, plus tax to reselect a new mattress. Since we have attempted to resolve [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 Alicia Van Exel at (516) 861-7210 or [email protected].

Review: I purchased a sleeps beauty rest mattress October of 2008 and have a 10 year warranty.my mattress is defective I called sleeps headquarters and explained my issue they sent me a warranty packet and advised me to fill out the forms and take pictures after doing so they stated it would take 3-5 days to resolve the issue it has been 2 weeks and multiple phone calls .they state they are backed on up on warranty claims.I am not able to sleep in my bedDesired Settlement: A cash refund

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: I went to the Sleepy's location in [redacted] to purchase a new mattress. The sales rep ([redacted]) put my credit application thru Progressive Finance for the remaining balance after my deposit. He only advised that I try to pay off the balance w/in 90day nothing about if the 90days pass that I would be charged $443 fee which would make my financing to be 12months @ $89+ per month. I had received an invoice via email from Progressive with the payment structure and called them about it and they were the one who explained the whole financing thing to me not the sales rep at the store. On top of this, due to the Queen box spring not fitting, I had to call the store back to have them order the splits which the store manage put in the wrong code and the King size splits were sent no Queen. After calling the store back again and waiting over an hr for [redacted] to call me back, I ended up having to go back to the store to get it corrected. When I found out about the finance thing, I called Sleepy's corporate office to take to a [redacted] or someone in returns. I finally got to talk to a [redacted] on Friday 11/**/13 and she agreed to do the return (which once the merchandise is received, is not returnable). I tried to get them to allow me to pay for just the mattress since the would not be able to sell it again and they stated they couldn't do that, which I could afford to pay the addition $100+. She scheduled a delivery for 12/*/13 and advised to email her on Tuesday 12/*/13 as that is when she would be returning from vacation and she would put the refund thru and send the paperwork to Progressive Finance. She never responded to the multiple emails sent and when I got to talk to her on Wednesday 12/*/13 at about 11:30am she stated she was putting it thru the system and sending the paperwork over and then rushed me off the phone. I was told by her 2-3day TAT for my refund and was told to call returned if I didn't receive it. I called on Friday and spoke to someone and they noticed it was put in the system but nothing was processed yet. That person they put it thru and requested a rush. I did get my refund on Monday 12/*/13. I then keep getting calls from Progressive about my account. I called today 12/**/13 and was told there was a $127.19 balance that was for delivery fee that was not refundable to me or to Progressive and that it was my responsibility to pay Progressive this amount of money to close my account. I called Sleepy's back to find out why they wouldn't pay this and they stated that I was told (which I was initially) that I would have to pay the delivery fee but why was it not taken out of my refund and given to Progressive. The manager that I spoke with stated they wouldn't be able to do anything else for me. I am currently without a bed, sleeping on a couch that is too small for me to fit one till I can afford to by a bed without having to finance it. I have had the worst experience that I would hope now one else would have to go thru.Desired Settlement: I am looking for Sleepy's to refund me the $127.19 that I have to pay to Progressive to close my account with them. For also there sales reps and managers to be trained better on explaining financing to customers and not giving them the run around. Also to allow customers to pay off a mattress and not be left with nothing to sleep on.

Business

Response:

Case #: [redacted]

Review: I have filed a complaint in NJ 4-**-14 and got no reply ref #[redacted]. Have had to exchange 2 box springs and 3 mattress. Each time I had to take off work for the inspection, reslection and delivery. Sleepy's wanted to me to pay for another delivery and take away of the mattress. This is grossly unfair due to the poor quality of each item.Desired Settlement: Refund. Money in lost wages and reimbursement for all the time spent trying to get a decent mattress set right the first time. Customer Service was no help at the local level or corporate level each time I spoke to them.

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] received her warranty exchange. Sleepy’s charged her a reduced delivery fee

of $59.99, plus tax. [redacted] was

advised that under the manufacturer’s guidelines, the transportation fee is not

covered under the warranty.

Dissatisfied with having to pay a delivery charge, [redacted] filed a complaint with

your office. Sleepy's Customer Relations Department contacted [redacted]

on May **, 2014, to advise that we will refund the delivery fee as an

accommodation.

Since this should resolve the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. However, if I may be of further assistance,

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

Consumer

Response:

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

Sent: Friday, December **, 2014 11:00:09 AM Subject: Reopen file #[redacted] Good Morning [redacted], I'm at my wits end with Sleepy's. I have been very patient with them since 2012. They have replaced 4 defective mattress and 3 defective box springs. But each time the product has been discontinued and I end up paying more money. It is a total scam. All I want is my money back. No more reselecting, no more delivery charges, no more take away fees. I want to be done with this UN professional company. Right now they are willing to send me a replacement box spring but not a new mattress because even though it is sinking 1 inch, I must wait til it sinks another 1/2 inch! The customer service that I have been shown is no less than horrible. I feel like I have done more than my part in accepting a resolution each time since the original purchase in 2012. NOW I want out of this game and want a total refund. Thank you. Sincerely, [redacted]

Business

Response:

Case #: # [redacted]We are in receipt of the rebuttal filed regarding case # [redacted] reselected a new set of bedding on December **, 2014. [redacted]received delivery of her new bedding on December **, 2014. We believe no further action is warranted at this time. If we can be of any further assistance or if you should youshould require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]