Sleepy's

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: 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: I PAID 3,000.00 FOR A MATRESS AND IT'S 4 YEARS OLD I COMPLAINED AND SOMEONE CAM DOWN NOW I AM UNDER WARRANTY, WHEN HE CAME IN HE SAID IT DENTED AND THEY WILL NOT REPLACE ON THE 1ST TIME CALL. wHEN THEY SELL YOU THIS ITEM THEY TELL YOU DO NOT WORRY WE WILL REPLACE IT IF THERE IS AN ISSUE. wELL I HAVE AN ISSUE AND THEY SAID THAT I DID NOT MEET THE REQUIREMENTS BUT IF YOU COME IN AND PICK A MATTRESS WE WILL MAKE ME PAY THE DIFFERENCE. "why" I ASKED WHEN I AM IN WARRANTY. wELL THEY TOLD ME THAT'S THE MANUFACTURES kINGS dOWN THAT HAS THESE RULES. I TOLD THEM NOT MY PROBELM. THEY WILL NOT GIVE ME ANY SATISFACTION UNLESS I PAY.Desired Settlement: NEW MATTRESS REPLACEMENT. I THINKS THAT FAIR

Business

Response:

Case #: [redacted]

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: 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: This is re: INV#[redacted] placed with Sleepys on 8/*/2014 @ 11:54 AM for a staci daybed and twin mattress. Had a delivery on 9/*/14. After taking item from box, the backboad was white and side boards were cherry. Asked them to leave twin mattress because I spoke to customer service and we made arrangements for another delivery on 9/**/2014. Upon taking items from boxes, there was no hardware to assemble daybed. Delivery returned again. Still have twin mattress. Spoke to salesperson [redacted] on 9/**/2014 at store order was placed and she told me her boss was on vacation and she could not do anything until his return the next week. Well, I'm still waiting for [redacted] to call me. Spoke to [redacted] on 9/**/2014, finally, after placing several calls and no one could tell whereabouts, she again told me she needed to speak to her [redacted].Tw Staci daybed (cherry) $452.99 Staci bbd back (cherry) $231.23 Staci dbd sides (cherry) 231.76 Striped Twn Mattress 399.99Delivery & set up charge 99.99 tax 51.18GRAND TOTAL $1,004.15Desired Settlement: Refund Refund for daybed & twin foundation for my troubles.

Business

Response:

Case #: [redacted]

On August *, 2014, [redacted] purchased a Staci Daybed Bed twin size, and a twin size Simmons Beauty rest Recharge.

On September **, 2014, the day of [redacted]’s delivery during the set up process our delivery team discovered the manufacturer had mislabeled the packaging and instead of Cherry wood the packaging encased a white headboard. In conjunction the hardware necessary to assemble the daybed was missing from the manufacturer’s packaging as well. Our delivery team immediately alerted our Customer Care Department and the customer was promptly rescheduled.

Another set of drivers were dispatched to the consumer’s home and were unfortunately stagnated in completing the set of the daybed as well.

On September **, 2014, Sleepy’s corporate office received this complaint from your agency. Upon receipt of this complaint [redacted]’s invoice was thoroughly reviewed and it appears the consumer was refunded the cost of the daybed in the amount of $480.17. While we profusely apologize for the manufacturer’s oversight regarding the hardware, unfortunately; we are unable to offer any monetary compensation for their error. In regards to the follow up call from the [redacted] in the local area [redacted] has left a message for the consumer; we are currently awaiting her call back.

Since we have reviewed the consumers concern we believe that no further responses required at this time. If you should require additional information, please do not hesitate to contact me [redacted] at ###-###-#### or [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.

[redacted], ** Store. They came to exchange the bedframe I purchased - I returned both of them to the delivery guys - both frames were cheap junk. Office says they never received it and have NOT refunded me. I also returned a mattress a cover at the store. I never saw the credit for this either on my card - went to store and said I could only have store credit though when I returned it they said they credited my card. They are very shady and liars. I will never go there again!!

Review: I am writing to register a complain about the Sleepy’s – the Mattress Professionals at [redacted].

In February **, 2008. We purchase a king size mattress of Simmons Beautyrest from Mattress Discounters local retail business store, at [redacted]. The mattress we purchased specifically stated on the mattress box that it “Provides conforming back support with hundreds of individually-wrapped springs that adjust independently to the weight and contour of your body while offering unmatched motion separation for undisturbed sleep. (Featured in, Beautyrest Recharge World Class,)” but after a few years, it has started sank and hurting my back and my husband’s.

We went back to the local retail business store. The Local business store referred us to call a Warranty department. The warranty department promised to send a technician for inspection. We waited for few weeks. After the inspection, then we were told that the Sleepy’s – the Mattress Professionals was unable to find our purchase documents record because original purchase was made more than five years. We were told that to send our original receipt by via US postal mail, in order to process our claim (which we did mail it on December 2013).

I have not received any satisfactory response from Sleepy’s the mattress processionals warranty.

I consider this an unacceptable business practice and want others in nationwide to be aware of such problems. And I would also appreciate the assistance of the Revdex.com in obtaining a refund, in the amount of $1,800 or replacement.

Sincerely,

[redacted]Desired Settlement: I expect Sleepy’s the mattress processionals to replace this defective and harmful mattress or send me full refund for the purchase of the mattress.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of [redacted]’s complaint. We

would like to work with her in assisting her with a warranty claim, however, we

need the original invoice faxed to us since she bought it from Mattress

Discounters prior to our takeover. We

would kindly request that [redacted]s resend a copy of her original invoice via

fax or email to ###-###-####, [redacted]

As we take these complaints very seriously, we will continue to work with [redacted]s to resolve

her complaint. If you should require any additional information do not hesitate to call [redacted] or email [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: 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 purchased a mattress from sleepys in northampton mass. I bought a posturpedic coolsense mattress. I tried multiple mattresses that day and decided that this mattress offered the most for me and my spouse. the mattress was delivered to me at my [redacted] location. I then moved to pittsburgh for an alternative employment oppurtunity as a a primary care physician. My spouse is a critical care physician. Sleep is very important to us because of our demanding jobs. I checked prior to purchasing the mattress if exchanges were possible if we were not happy with the mattress after trying it out for awhile. I referred to sleepys comfort gaurantee on their website and they state very clearly that comfort exchange is possible in pennsylvania. ([redacted]) I was also told this by many representatives for the company (including today in a converstaion). However, when talking to the company about exchanging the mattress they tell me they cannot exchange the mattress in pittsburgh pennsylvania because the do not service this area (depite being in Pennsylvania). they tell me they have no way to pick up the mattress to be exchanged even though they do deliver to pittsburgh. so now I am stuck with a $1700 mattress set that keeps us up all night. We both wake up with hip, back and shoulder pain and are exhausted when we go to work. This is adversely affecting our health and could have an adverse effect on the patients we care for.Desired Settlement: Either I get re-imbursed the amount for the mattress so I can buy a new one (i would not expect re-imbursement for the box spring or mattress cover), or they find a way to exchange my mattress according to their guarantee explained on the website. if they deliver to my area I do not see why they cannot arrange a way to adequately pick up the mattress I know longer want. currently there is an associate with the company trying to see what options are out there but he also says he doesn't think anything can be done for me which is unacceptable given the fact that they have a guarantee and being that I spent so much money on this mattress.

Business

Response:

On August **, 2013, [redacted] visited a Sleepy’s showroom located in [redacted]. where he purchased new bedding set, delivery was scheduled for the following day August **, 2013.

Since having delivery, [redacted] has moved to an area in Pittsburgh which is outside of our normal delivery footprint and/or service area.

On September *, 2013, [redacted] contacted our Customer Service Department to take advantage of our “Comfort Exchange” program. [redacted] was informed that the city he has recently moved to is outside of our normal delivery footprint and therefore would not be eligible to exchange the mattress Dissatisfied with the outcome, [redacted] filed a complaint with your agency.

Upon receiving the complaint from your agency, a Customer Relations Representative reached out to [redacted] was presented with two (2) options in an effort to resolve his complaint. [redacted] was offered the option of 1) being sent a 2” memory foam topper at no additional charge to relieve some of the firmness OR 2) the option of Sleepy’ partnering with the manufacturer to arrange an exchange since the new bedding set carried a trial period of 120 days. [redacted] decided on the topper which was delivered via United Parcel Service.

Since we have resolved [redacted]’s complaint to his satisfaction, 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:

hi [redacted],

I did receive the message from the Revdex.com regarding my complaint about sleepys. somone did contact me regarding this matter. they sent us a mattress topper. unfortunately this has not helped the problems we are having. we just dont think this mattress type is right for us and unfortunately there is no way to return the mattress. [redacted], who contacted me, suggested that we may be able to go through sealeys to get another type of mattress. I did email [redacted] again to follow up on this. I will also try to be in contact with sleepys. thanks for your attention, I just wanted to keep you updated on this case

thanks

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding Case #: [redacted]. To ensure customer’s satisfaction, Sleepy’s is working with [redacted] in having him select new bedding that would be more comfortable.

Since are actively attempting 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 [redacted] at ###-###-#### or [redacted]

Review: we roll to the middle and it creeks when you get in the bed. it is alittle better with the new frame. my question about the frame is why didn't the s

purchased in may **/2013, noticed right away that it pulled you to the middle, to soft, we purchased a firm. went back to the store said they would send someone out to measure, they did and he said it was saggy. waited week never heard back so called the customer rep, left two message, she finally called back and said to meet her at the store. did, she told me we had to purchase a new frame before she would do anything, did, then she was to come to the house to look and take pictures, was at the store on a saturday and she was to come to the house on tue. she never showed up, never answered the two messages I left. went back to the store the following sat. and the manager told me he couldn't do anything he was just a peon, I had to talk to the rep. how she won't answer. we bought brk-f=qset 799.00 order # [redacted] store **, paid by credit card. the talking started 8/*/13 and still haven't heard anything.Desired Settlement: I would like to up grade, would even be willing to spend more. I can't believe that the rep isn't more helpful.I spent a fortune on my husband at the chro.dr.

Business

Response:

Case #: [redacted]

Review: DELIVERY CO. DID NOT FOLLOW INSTRUCTIONS OF CONTACTING CONSUMER BEFORE DELIVERY. DELIVERY CO DID NOT WAIT THE PROMISED 15 MIN AT DELIVERY ADDRESS. DELIVERY CO. LIED ABOUT AMOUNT OF TIME THEY WAITED FOR CONSUMER AT ADDRESS. SLEEPY'S CUST SERVICE SUPERVISORS DID NOTHING TO RECTIFY THE SITUATION. INSTEAD, THE CUSTOMER WAS PLACED ON HOLD NUMEROUS TIMES, FORCED TO EXPLAIN CIRCUMSTANCES SEVERAL TIMES TO DIFFERENT SUPERVISORS, AND TOLD TO RESCHEDULE DELIVERY. CONSUMER WAS PROMISED A RETURNED PHONE CALL FROM SLEEPY'S, WHICH NEVER OCCURRED.Desired Settlement: WE WANT FULL CREDIT FOR THE MATTRESS AND BOXSPRING WE PURCHASED. THIS POOR PATHETIC CUSTOMER SERVICE DESERVES NO BUSINESS. FURTHERMORE, WHAT IF SOMETHING HAPPENS DOWN THE ROAD WITH THE MATTRESS? SLEEPY'S HAS PROVEN TO BE TOTALLY UNRELIABLE. I DOUBT THE VALIDITY OF THE "SATISFACTORY GUARANTEED" APPROACH THEY PROMISE. (OBVIOUSLY IT'S IMPOSSIBLE TO COMPENSATE US FOR OUR TIME SPENT (TWO DAYS) AT SLEEPY'S SHOPPING AND RESEARCHING, THE HOURS AND MONEY SPENT COMMUTING TO MAKE DELIVERY APPT, AND EXTREME FRUSTRATION)

Business

Response:

Case

#: [redacted]

On

October **, 2013, [redacted] submitted a complaint with your office

regarding her delivery. We would like to apologize to [redacted] for the

delay of her delivery and offer her a complimentary pillow. Upon receipt of [redacted]’s complaint, Sleepy’s Customer Relations representative reached out

to [redacted] and left her a voice mail. Will attempt to reach out to [redacted] again so we may resolve her case. 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: 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: 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: 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: 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: 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: I purchased a bed and mattress from this Merchant. The bed was an electric bed and made noise from the day that I purchased it. I also did not like the mattress. I went back to the store within a week or two and they didn't want to do much to help me with this issue. Their customer service is terrible and I am very surprised that the State of Ct. allows them to get away with this. They have a warranty time frame and what they did is make the mattress in the package sale worth very little , so if you wanted to return it, you would get a small amount towards another mattress. I had the maker of the electric bed come to my home and service the bed and they couldn't fix the noise. This is absolutely terrible service.Desired Settlement: I would like a full refund....Sleepys, never gives that, but that is terrible service and they don't care about the customer. It is make the sales, give a terrible warranty and move on. There really needs to be tougher laws. When it comes to comparing mattress' Sealy make the same mattress for different stores and changes the name so that the customer cannot compare apples to apple. Please help me with this company.

Business

Response:

Case #: [redacted]

On February *, 2014, [redacted] purchased from Sleepy’s a Sealy queen size mattress with the Customatic Privia Adjustable

base. [redacted] received her delivery on February **, 2014.

On February **, 2014, [redacted] returned to his local showroom to express some concern that he was not

sleeping well on the Sealy mattress and inquired on doing an exchange. [redacted] selected another mattress of greater value and was informed he would be

responsible for the difference in price along with the applicable fees.

On March **, 2013, [redacted] contacted our Customer Service Department and requested that Sleepy’s remove

merchandise from his home and issue refund. [redacted] expressed his

dissatisfaction with the Customatic Privia base, citing that he has had

mechanical issues with the base and he is not getting assistance from the

manufacturer. [redacted] also expressed he was still uncomfortable with the

mattress and dissatisfied with the price difference given for the mattress that

he selected. As a courtesy to [redacted], we reached out to Customatic Beds,

which is the manufacturer of the adjustable base and informed him they would

follow up with him in 72 hours regarding the mechanical issue he was having.

[redacted] was also informed again he would be responsible for the difference in

price regarding the mattress. Dissatisfied with the outcome, [redacted] filed a

complaint with your agency.

Upon receipt of the complaint filed with your agency, our Customer Relations Department reached out to [redacted]. Notwithstanding our terms and conditions but taking into consideration

out goal of customer satisfaction, Sleepy’s offered [redacted] the newly

selected mattress at an employee discount. [redacted] agreed to pay the

difference and is scheduled for delivery on April **, 2014. This same day,

Customatic Beds contacted our Warranty Support Department and agreed to replace

the adjustable base. [redacted] will receive his new base on April **, 2014 as

well.

Since we have actively resolved [redacted]’s complaint to his satisfaction we believe that no further

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

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].