Sleepy's

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: 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: 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: I had purchased two mattresses after looking at the advertisement on [redacted] (see attached) but Sleepys is refusing to deliver this product at the purchase price and they are asking me to change the order.Desired Settlement: I would like Sleepys to honor the price as advertised

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of the consumer’s complaint it was discovered, unfortunately; and very much out of the ordinary there appeared to be an apparent system error. While we apologize for any inconveniences this error may have caused the consumer, as our “Disclaimer and Warranties state: DISCLAIMER OF WARRANTIES. THE SITE AND ALL INFORMATION CONTAINED ON IT IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. SLEEPY’S MAKES NO WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF INFORMATION CONTAINED ON THE SITE, OR THAT THE SITE WILL BE ERROR-FREE OR AVAILABLE FOR UNINTERRUPTED USE. NO ADVICE, RESULTS OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM SLEEPY’S THROUGH THE SITE SHALL CREATE ANY WARRANTY. IF YOU ARE DISSATISFIED WITH THE SITE, YOUR SOLE REMEDY IS TO DISCONTINUE USING THE SITE. YOU SHOULD NOT RELY ON THE SITE TO MAINTAIN ANY SUBMISSIONS YOU MAY MAKE; YOU SHOULD RETAIN ALL SUCH DATA AND INFORMATION IN YOUR OWN RECORDS FOR USE IN THE EVENT THAT THE SITE FAILS OR IS UNAVAILABLE, OR THE DATA OR INFORMATION IS LOST. In an effort to assist the consumer we can offer accommodating pricing; this is a deep discount that can be applied towards new selection of bedding. As the cost of transportation is not covered in the manufacturer’s warranty, as an additional accommodation Sleepy’s is willing to absorb half of the [redacted]’s transportation cost in the amount of $49.00. Since we have reviewed the [redacted]’s claim and offered resolution, we believe no additional responses are required at this time. If I can be of further assistance or if you should require additional information, please do not hesitate to contact me at ###-###-#### or [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:This was the advertised price and the company should still honor that price. Not only did I send the advertisement but I also made the payment through their system for the price which was originally advertised.

[Your Answer Here]

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

Sincerely,

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the rebuttal regarding [redacted]. As stated in the previous response we apologize for any inconveniences this may have caused however; the offer remains the same as accommodating pricing. This is a deep discount that can be applied towards new selection of bedding. In regards to any monetary payment made by the consumer; please allow the standard three to five business days for the refund to be processed. Since we have reviewed the [redacted]’s rebuttal and posed our final offer; we believe no additional responses are required at this time. If I can be of further assistance or if you should require additional information; please do not hesitate to contact me at ###-###-#### or [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]

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: 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,

We bought a high end iComfort Serta king size mattress and dual movable bases from Sleepy's. We also bought the 300$ matress cover for protection and coolness.

After a week of using the mattress, both my wife and I noted that it slept VERY hot. We were sweating everywhere that we touched the mattress, even with no blankets. We tried to exchange the mattress at that time and were refused because of the 30day break in period.

So, we waited the 30 days and planned an exchange back to a Tempurpedic for nearly twice the cost. We also decided to split the mattress into 2 so that we could independently raise and lower the sides.

First, they refused to take the 300$ cover back since it was past 30 days. Wait a minute, you forced us to keep the mattress for 30 days. How is that fair.

Then when they finally came to deliver and exchange the mattresses with the new ones, they claimed that there was a faint pink stain on the mattress and they refused to exchange it. Now we have been forced to use a mattress that we hated for 3 extra weeks, used a 300$ waterproof cover that they recommended and now they won't let us exchange it.

We spoke to the store manager who was incredibly rude to us, very rude to the salesperson who was actually trying to help us solve this.

I filed a complaint with the company and we went up the chain of command for hours on the phone and finally they agreed to make the exchange since the stain did not appear to be body fluid. (Of course not, there was a 300$ waterproof cover on it so that we didn't get sweat stains on it).

This company will never receive my business again as the management team, including the local manager in Northampton, MA, is rude and unprofessional. They do not stand by the promises of their salespeople and they are not realistic in their expectations of use.

This is a formal complaint as we spent over $7,000 with them and if we could return everything and get our money back so that we could buy it from another company, we would. Alas, their return policies do not allow that.

Be warned if you buy from Sleepy's. Buy from a company that you can trust.

Review: I purchased a brand new mattress, box spring, frame and mattress cover on or about 11/**/2012 from Sleepy's on Route [redacted].

In or about June, 2013, I noticed the bed was "squeaking." In July, 2013 I called customer service to initiate a warranty claim. On July **, 2013 a bed inspector came to my home and inspected the mattress and box spring. He verified that the box spring was squeaking as well as the bed. In addition, he noticed the mattress was "caving" in a section. He told me I need a new mattress and box spring.

On July **, 2013 I received a letter from Sleepy's advising that my set has been deemed "Not Up To Manufacturer Standards." I was issued a credit in the total amount of $899.99 (plus tax) for the mattress and box spring. I called customer service about the voucher and was advised that I would have to pay for delivery. I advised that I would not pay for delivery as the mattress and spring were less than a year old and the manufacturer warranty is 15 years. I advised that it is improper for me to have to pay delivery charges on a bed I purchased with the expectation of it lasting for the full 15 year warranty.

I went to the [redacted], ** location and met with [redacted]. She was very pleasant and I picked out a comparable bed. She spoke with customer service who emailed "the director" about waiving the delivery charge. The director would not waive the charge. [redacted] further advised that Sleepy's no longer "wants" to give free delivery because of the amount of warranty exchanges they have been doing. That is not my problem and as a consumer, I am outraged that Sleepy's would have the audacity to sell mattresses and box springs that they know are of inferior quality so that they can make extra money on delivery charges when it comes time to make good on their warranties. This is not a "comfort" exchange, this is an exchange due to the bed being of inferior quality. The fact that Sleepy's does not "want" to pay for delivery is not my problem. I do not "want" to pay for delivery of a bed that they owe me based upon the warranty.Desired Settlement: 1. Delivery the new mattress and box spring as outlined within Document #[redacted] and take the defective mattress and box spring, waiving the delivery charge.

or

2. Refund the entire purchase price of the original mattress and box spring in the total amount of $899.99 plus tax for a total of $962.77 plus the original delivery charge of $106.98 thereby refunding me the entire purchase price in the amount of $1,069.75 and pick up the defective mattress and box spring at Sleepy's expense.

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 have a life time warranty on my mattress but after 3 years its visibly warn the sides are crushed where you sit on side to get in and where I sleep is a body length trench and the same appears on the side my husband sleeps and they won't honor the warranty they claim upon inspection that it was fine then they told me that if I want they will inspection every 60 days till they say it was replaceable I say that's [redacted] this is not the first time they have not honored a warranty the last mattress I had also had the same warranty and they pulled the same stunt but gave me a 20% off the now mattress so I am disgusted !!!!!!!!!!!!!!!!!!!!Desired Settlement: replacement of the mattress

Business

Response:

Review: When deciding on which mattress to purchase the salesman took my information and processed for approval to purchase. He used a high priced item to see what I would be approved for and said he would change the item and pricing once I made my selection. During this time he had me sign an electronic signature & said it was authorizing him to check my credit & get me approved which he did. I then called back the next day & decided on a different mattress which was subsequently delivered. Nowhere in the store does it state that there are no refunds nor did the salesman say anything about refunds. He only told me I could exchange the mattress if I was satisfied with the comfort & that there would be another delivery charge & an exchange fee. My electronic signature was used on the sales order invoice, the explanation of special promotion details & on the credit card application with no explanation of these forms prior to using my signature. Once you have taken delivery you are told you have not recourse except you can exchange the mattress once as long as you pay the additional fees. Salesman are never in the same store so when you return to exchange the new salesperson attempts to upsale to a "better" mattress so he can get a commission. My fear is I will now pay for a more expensive mattress that I may not be comfortable in but at that point I am then stuck with the mattress. Currently I have spent$1200 & the mattress the 2nd salesman says would be good for me is $2500 and when I returned to discuss there was a 3rd salesman who says I should by a mattress that is $3500. I called Sleepy's and they said if I didn't want to spend more money I can keep what I have or spend more money but I only get the one exchange. A purchase made of $1000 or more you should be able to get your money back if not satisfied. The salesman reviewed the front of the invoice so you know what you are paying but never goes over the back where all of their policies are stated. Shame on me for being nieve & not reading.Desired Settlement: Due to the business practices of Sleepy's I prefer not to support this company & want a refund. No refunds should be posted in the store as well as only one exchange allowed. The phamphlet that was given me states bigger than life "Comfort Guarantee, if you are not satisfied with your new mattress purchase, we'll exchange it. No strings attached, no hidden fees. It's that simple!" The only place there is mention of no refunds is on the back of the invoice that is not reviewed by the rep.

Business

Response:

Review: I purchased a box spring ,frame and mattress from Sleepys in [redacted] and had it delivered to my son in college in Delaware August [redacted] 2013. After a little over a month I called Sleepys telling them that there was a problem with the mattress,it was hurting my sons back. They use a separate company to investigate any problems. I set up an appointment and a man came to my sons apartment Monday October ** 2013. I received a phone call Wednesday October ** from Sleepys telling me that the inspector said that the mattress was fine but the boxspring was DEFECTIVE. If we wanted the new boxsprng it would cost us $100 to deliver it to my sons apartment or $29 to pick it up at their store nearest school.....If they admit the boxspring is bad of course the mattress was defective. After admitting the problem, how could they possibly now try and charge me to bring me a proper boxspring?Desired Settlement: I should get a mattress and boxspring that is not defective at all anddelivered for free since I paid $100 for the original delivery.

Business

Response:

Case #:

On October *, 2013, [redacted]

contacted Sleepy’s Customer Service Department claiming that the King Koil

queen size mattress and box spring he received on August **, 2013, was

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

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

third-party independent inspection company to [redacted]’s home. The inspection

results revealed that only the box spring did not meet the manufacturer’s

standards and therefore was defective. Pursuant to the manufacturer’s warranty,

[redacted] was entitled to a warranty exchange of the box spring only.

On October **, 2013, Sleepy’s

Warranty Department was in contact with [redacted] to offer replacement of

the box spring, advising [redacted] that he would be responsible to pay the

transportation costs associated with the delivery. [redacted] contested this

offer as he didn’t agree with being charged the applicable transportation fee.

As you can understand, while

customer satisfaction is our primary goal, Sleepy’s must charge its customers a

transportation fee to defray the administrative costs that Sleepy’s incurs in connection

with such exchanges. In addition, since the delivery personnel are independent

truckers, not employed by Sleepy’s, we must charge a transportation fee in

connection with all deliveries, as we are required to pay the independent

trucking companies. Sleepy’s will not be able to waive the transportation fee,

however, we have offered [redacted] the opportunity to pick up his

replacement box spring at a nearby Sleepy’s showroom.

We have not yet been in

contact with [redacted] to finalize this option with him. We will continue to

work with [redacted] in an effort to resolve his complaint. If I can be of any further assistance, or if

you should require additional information, please do not hesitate to contact me

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

Consumer

Response:

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

[Your Answer Here]

Dear Revdex.com, I sent you a letter with my complaint,facts and 2 possible FAIR solutions and Sleepy s response was to only repeat the problem in a poor customer care few lines that mean NOTHING.

They admit the box spring is faulty,WHY SHOULD I PAY FOR DELIVERY TWICE?? I don't own a truck to pick it up..Just do what is the right thing to do and deliver a good boxspring .I ve already paid once,why should I have pay $100 for every delivery of their faulty merchandise?

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

Sincerely,

Business

Response:

Case #:

On November **, 2013 Sleepy’s

contacted [redacted] in regards to his existing complaint. We advised [redacted] that we will make a one-time exception and accommodate him by waiving

the transportation fee of $99.99, plus tax, on the exchange of his box spring.

[redacted] accepted this offer, and stated that he would call back once he

knew a date and time that he would be able to accept the delivery.

Since we have satisfactorily

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

required at this time. If I can be of any further assistance, or if you should

require additional information, please do not hesitate to contact me 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 will be resolved in about 10 days after the delivery is completed. I will then contact your office

Sincerely,

Review: The mattress we ordered was damaged on delivery (my wife was home by herself at the time and could not move the mattress to inspect it). We had the delivery men put it against the wall so we could vacuum under the bed frame, but didn't notice the damage until that evening. The delivery men also damaged the lock plate on the door. (We have pictures of all three). The damage on the mattress was two 4-5 inch holes on the bottom of the mattress that went through to the coils. We called Sleepy's that night, but customer service was closed so we slept on the couch until the next morning. The next day, they could not send a new one until June *, so they told us to sleep on the damaged one. After a week of sleeping on it, we realized we didn't like it and went back to the store twice (on June * and *) to try out other ones. We moved the delivery date to give us ample time to try out others. Well, the second time we went, on June *, we asked the saleslady [redacted] if they do refunds and she said yes! So on June * we went to sleep number and really liked those. So we went back the next day on June ** and told them that we wanted a refund and the [redacted] said no and told us to call customer service. We explained that there was nothing comparable to sleep number there and since my wife has back and neck issues, the sleep number seems the best for her. Well we called them for three days straight (June [redacted]) and did not get a call back from a supervisor until June **. He told us no refunds even after explaining that the mattress was damaged, the delivery men were rushed and unprofessional in damaging our door, we were very uncomfortable, could not find a comparable one, and because of the way they have treated us and been slow in getting back to us, they will lose business because of the negative things we have to say about their company. All we want is to return the damaged mattress and get a refund. If they take the damaged one back and give us the new one that's "owed", they will actually be costing them more, than just eating the cost of the damaged one. It makes no sense!Desired Settlement: A refund of what we spent on the mattress ($850 + tax) and take damaged mattress away!

Business

Response:

Case

# [redacted]

On May **, 2012, [redacted] purchased from Sleepy’s a Simmons Recharge LXF queen

size mattress and box spring set. The new bedding was delivered on May **,

2014.

[redacted] discovered after the drivers delivered the bed, that the mattress was

damaged. Before we were able to perform an exchange, [redacted] decided that the

bedding did not suit the needs of him and his wife and he requested a pick up

and refund. On June **, 2014, a Sleepy’s Customer Service Representative

advised [redacted] that due to our ‘No Refund Policy’ we were unable to offer

him a refund. However we would accommodate him by processing an exchange to

another mattress set of his choice.

[redacted] contacted us again on June **, 2014, advising that he could not find a

suitable replacement from the lineup that we carry in our showrooms and he was

interested in purchasing a ‘Sleep Number.’ Due to the fact that we do not carry

a comparable model to the ‘Sleep Number’ and not withstanding our refund

policy; we will accommodate [redacted] by granting him a pick up and refund.

We have scheduled to pick up the merchandise on July *, 2014. When this has

been completed we will process a refund in the amount of $1091.78.

We believe no further action is warranted at this time. If you need more

information please contact [redacted] at ###-###-#### or [redacted] for further assistance.

Consumer

Response:

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

Sincerely,

Review: I am reaching out to the Revdex.com because I believe the Bureau can help me by calling out and addressing substandard marketplace behavior in the Sleepy's Mattress company. I made a purchased of two mattresses and a box spring in the Sleepy's store located at [redacted], the total amount spent here was $2,225.78. It's only been three months since I purchased these items and I am having an issue with one of them which is called "CM Airgel PT QN mattress". This mattress was very expensive ($ 1,081.54) and its already falling apart,its sagging and has dents all over. You should see what happens when you lay on it. You fall into this hole literally so much so that my legs are raised up higher than my back. Try sleeping on your side like this - it's awful. We constantly rotate the mattress to fix the problem but we are way past that point that rotating makes any kind of difference. There are now body impression marks without a person on it. We are not heavy people by no means. The mattress is not stable to sleep in and I have been complaining for almost two months and they have been giving me the run around. I called and they told me that they were going to send an [redacted] to check the mattress and he said they would call within a week and its been over two weeks and no one called therefore I called myself once again and spoke to someone named [redacted], she said that the mattress was falling apart because the bed did not have support, which is a lie because I bought the box spring as well to go with the mattress for much better support. The Sleepy's Corporate has had very poor customer service and I believe that this is unfair to us the consumer because money does not grow on trees. I will never again purchase anything in this company. The invoice number is [redacted] Thank you for your time Please Help me [redacted]Desired Settlement: Either a New Mattress My choose or a refund

Business

Response:

Case #: [redacted]

On October **, 2014, upon re-review of the consumer’s complaint we are willing to step outside of our well established policy and procedure and offer [redacted] the option to take advantage of our Satisfaction Assurance plus Program. There will be a fee associated with the Satisfaction Assurance Plus program in the amount of $139.99, which is non-refundable fee. No monetary refunds will or can be offered, the consumer will be allotted the store credit reflective of the invested amount of her mattress $1,081.54, she will be responsible for any difference in price. Transportation fee is applicable.

In an additional effort to assist the consumer with resolution we have partnered with her Mattress Professional to assist the consumer and resolution and locating bedding to accommodate her needs. If I can be of any additional assistance or should require further information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: On 9/*/15 I purchased the following from Sleepy's

Posturepedic Cushion Firm Queen Mattress for $254.84

Posturepedic Queen Box for $145.15

Total $427.99

The merchandise was delivered on 9/*/15 and at the time of delivery the delivery men could not get the boxspring to fit up the stairway and damaged some paint on the walls in the process. They suggested that I refuse the boxspring and contact Sleepy's for other boxspring options.

After contacting Sleepy's, I was informed that the new split boxspring would cost an additional $100. This is not in my budget so I attempted to arrange for the return of the mattress which is STILL FACTORY SEALED. I have been calling and emailing Sleepy's to arrange the return and refund but they are refusing to issue me a refund.

The following numbers case numbers provide documentation that I have been attempting since 9/*/15 to resolve the issue on my own as well as emails that I can provide upon request.

#[redacted]

#[redacted]

#[redacted]Desired Settlement: The mattress is STILL FACTORY SEALED. I am requesting assistance in receiving a refund for the mattress I am trying to return.

Business

Response:

Case #: [redacted] On September **, 2015, [redacted] refund was restored to her [redacted] Credit Card last four digits [redacted], in the amount of $272.68. If I may be of further assistance, please contact me Chanda N[redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: My then fiance and I bought a memory foam mattress for $1,600.00 We were told it was comparable to a Tempur-pedic. We have barely had the mattress for two years and it is saggy, there is no support and because of this it is impossible to get a good nights sleep. We have contacted Sleepy's twice. Both times they sent someone to our home to measure how the mattress sags, without anything/anyone on the mattress. Both times we were told it was "within standards". My husband and I are unable to sleep through the night, wake up feeling sore and can no longer afford to sleep on this mattress. According to Sleepy's website this Sleep Options Memory Foam mattress comes with a 10 year non prorated + 10 years prorated warranty.Desired Settlement: I would like my money returned or a replacement mattress because it does not live up to Sleepy's description of what the mattress should be.

Business

Response:

Case #: [redacted]

On February **, 2013, [redacted] contacted our Customer Service Department claiming that the mattress purchased from Sleepy’s on September **, 2011 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched a third-party independent inspection company to [redacted]’s home, and the inspection results revealed that the mattress was performing up to the manufacturer’s standards. Pursuant to the terms of the warranty, [redacted]’s mattress was not eligible for a warranty replacement.

[redacted] contacted Sleepy’s Warranty Department on August *, 2013 advising that her mattress was still sagging. We coordinated for another inspection of the merchandise. September *, 2013, [redacted] was advised that the inspection results revealed her mattress was performing up to the manufacturer’s standards. Customer’s warranty claim was again denied.

Upon receipt of this complaint from your office, Sleepy’s Customer Relations Department contacted the customer via telephone to resolve her complaint. Since customer satisfaction is our primary goal, we advised the customer that we would work with the manufacturer and request them to accept [redacted]’s mattress so she could select another bed. If they refuse to do so, we will offer [redacted] a partial store credit and accommodation pricing towards another bed. [redacted] agreed to wait on the decision form the manufacturer and we will follow up with her by September **, 2013.

As we take these complaints very seriously, we will continue to work with [redacted] to resolve her complaint. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I am responding to the response I received from Sleepy's.

Review: I purchased a queen mattress and box spring on 10/**/13 from Sleepy's. The mattress in the store was a very plush pillow top, the mattress that was delivered was very firm, clearly not the same as advertised in showroom. I went back to sleepy's 2 days later and had them deliver a new mattress because I thought there may have been a defect. I had the same issue with the new bed delivered, it was extremely firm. I went to sleepy's a third time and told them the issue they said I could get a different model. I ordered a new model it was supposed to be delivered on 10/**/13 but the delivery guys said it wouldn't fit even though it was the same size as the two previous sleepy's beds. I asked sleepy's to send 2 new guys out to try and get the bed up on 11/*/13 but the truck broke down. They came back out on 11/**/13 but did not have my merchandise on the truck. At this point I was extremely fed up and wanted to return all merchandise, refuse the new merchandise that still has not been delivered and receive a refund. They refused to give me a refund even though their website says:

Refund Policy – Faulty Goods

Refunds, exchanges and repairs will not be provided after delivery has occurred unless the item is faulty, not doing what it's supposed to do, significantly different to that shown or described to you. If you believe an item is faulty, we may need to have the item assessed by the manufacturer to determine whether or not you are entitled to an exchange, refund or repair. If goods are found to be faulty, damaged or incorrectly dispatched, Sleepy's reserves the right to replace, repair, refund monies, or a credit voucher towards a further purchase. If a refund is agreed to, for whatever reason, between the store of purchase and the customer, it will be less delivery charges.

This merchandise is clearly not what was advertised. when I asked why I couldn't receive a refund they stated it was because when I went a third time to the store and ordered a new model. it is not shown anywhere in writing that by doing this it would void any refund. I still have not received the new merchandise.Desired Settlement: I would like Sleepy's to take back the wrong merchandise and give me a refund.

Business

Response:

Case #: [redacted]

On October

**, 2013 [redacted] received delivery of a Simmons Recharge queen size

mattress set from Sleepy’s. [redacted] contacted our Customer Care and

requested to exchange her mattress as it was too firm for her. At the

time of purchase, our sales person advised [redacted] that

Sleepy’s offers its customers the opportunity for a Satisfaction

Assurance exchange,

provided that the exchange occurs within 21 days of delivery. This Satisfaction

Assurance Policy

is prominently displayed in Sleepy’s showrooms and on the invoice. [redacted] did

indeed take advantage of the Satisfaction Assurance Policy on October **, 2013. As an

accommodation, we waived the Satisfaction Assurance fee and the delivery fee

for the customer. [redacted] contacted us again and advised that she was

still not comfortable with the mattress and requested to do another

exchange. On October **, 2013, Sleepy’s attempted to deliver customer [redacted] her

new set, however, our delivery team was

unable to successfully deliver merchandise as they could not fit the box spring

in the home. On November *, Sleepy’s rescheduled [redacted]’s delivery. Unfortunately

and very much out of ordinary, due to warehouse error, we delivered the

incorrect box spring. [redacted] requested that Sleepy’s remove

her merchandise and issue refund. Sleepy’s

Customer Service supervisor spoke to customer and advised that we would not be

able to accommodate her request for a refund, however, she could select merchandise

and we would work closely with her to ensure that her next delivery goes

seamlessly. We offered to send customer a set of pillows and set of sheets to

compensate her.

Upon receipt of the complaint from your

office, a Sleepy’s Customer Relations representative contacted [redacted].

She was already in the process of selecting another mattress set from our

showroom. [redacted]’s exchange was scheduled on November **, 2013. We also

sent customer a set of sheets and pillows to accommodate her for the

frustration she experienced during the delivery process.

As we have resolved [redacted]’s

complaint, we believe that no further action is required at this time. If we

can be of any further assistance or, if you should require additional

information, please do not hesitate to contact [redacted] at ###-###-#### or via email at [redacted].

Review: Sleepy's

My name is [redacted] and I am a customer who purchased a Miralux mattress approximately 5 years ago. I have had an issue with bed sag and wrote an email to explore my warranty options. I received a voice mail to contact a [redacted] to verify an address. I did place a return call, one of many, and spoke with an agent that informed me that I was awarded a credit for my mattress and box spring and that I could get a new one to replace it. I asked if something would be mailed and informed that an inspection was not done. The agent did not seem to be concerned but was going to check on the total amounts when her system came back up and place a return call to me, one that never came. I encourage you to listen to your recorded calls, you will find this information is accurate. I then called back later that day and was told that basically the first representative was wrong and that an inspection would need to occur. I explained that I was already quoted the award amount and that I didn't understand. Call dropped. I called again and spoke with another representative that was adamant that I had an account but never placed an order with Sleepy's nor did I call customer service as I was informed there were no notes. After I insisted she was not correct I was put on hold and my account and orders and call history were miraculously found. Call dropped. Called again, this time was told I would need to have an inspection with the Mattress Marshals. I did continue with the agent and scheduled the inspection as I was finished arguing. After researching these inspections and reflecting on all of the different answers I received from Sleepy's, I placed another email explaining that the after reading several reviews and complaints about the "iron clad" warranties and it being seemingly impossible to have significant damage. After all of the headache I was not clearing my room, moving breakables, and taking off work to accommodate the Mattress Marshals for them to say that there is nothing wrong. I received a message that I would be contacted by management, I have not been. Also, in between all of this communication I distinctly asked to be contacted via email as I had no trail of what I was told. I instead received yet another call saying to call back. Please understand there was no extension, no way of getting any specific person. Each time it was the same system, random person, with no idea what was happening. My frustration level was at the max. I spoke lastly with a very understanding man who was going to look into everything and the call again ended. No one called back each time a call ended. I feel that if your agents are telling me something, i.e. an award was given, that it should be honored. You have recorded proof of this from our phone conversation. I don't think that a company should be able to give several different responses and then pick the one that works best. At this point I'd rather sleep on the floor than shop at Sleepy's and it has become about much more than the mattress. I have canceled my inspection with the marshals and am so disappointed with the lack of service from Sleepy's. No specific agent to work on my case, no communication to each agent, different replies, and no consistency. I feel the only time I was important was when I was in Sleepy's being told what a wonderful mattress Miralux was. Please be advised the above scenario is my personal experience and the feelings I express are my opinion.

Thank you

[redacted]Desired Settlement: I would like a replacement mattress as the agent informed me. Thank you.

Business

Response:

Case

#: [redacted]

Upon

receipt of the complaint from your office [redacted]’s invoice was accessed it

appears that [redacted] has refused to comply with the inspection process. [redacted] has been advised that the inspector will take empirical measurements for

comparison with manufacturer’s guidelines in which will assist in determining

the condition of the bedding.

Even though we have not

had the opportunity to complete an inspection, we are offering a partial store

credit for the purchase price of his original mattress in the amount of $340.35,

plus tax. With this credit, he may select an ANY mattress of his choice of

equal or greater value. Of course if he should choose a mattress greater than

his credit amount he would be responsible for the difference in price plus tax

and applicable delivery fees. If you

have any additional questions or if I can be of any further assistance please

do not hesitate to reach out to me [redacted] at ###-###-####.

Review: I recently purchased a mattress from the Sleepy's Store in [redacted]. It was delivered today which was a horrible experience. The delivery personnel were rude they scrapped up, my walls, banister damaged, broke a wooden piece of molding knocking it right off and put a large hole in my wall. They then proceeded to argue with me and get very nasty saying that the damages on the wall were there before the delivery, which is far from the truth and can was said to them by 3 other people who were at the house with me. We called the customer service office who told us that the delivery people had already called them saying that I was complaining about damages not caused by them when they clearly were and this can be attested to by at least 6 people who were at the house today before the delivery. They were extremely rude and were overheard calling me names they left a mess and when they left they left the doors wide open. I did file a complaint with the company who said they will have somebody contact me but indicated it would be my word against the delivery person unless I could prove the condition of the walls prior to the delivery.Desired Settlement: I want the holes in the walls fixed, all walls scraped up (2 entire stairwells and landing) painted and the broken piece of molding replaced and painted and handrail fixed.

Business

Response:

Case #:

On October **, 2013, [redacted] purchased

from Sleepy’s a queen size mattress and a Customatic Privia adjustable base, which

was delivered on October [redacted] claimed that the delivery

team damaged her wall by putting a hole in it and also removed a piece of her

molding during the delivery process.

On October **, 2013, Sleepy’s Customer

Relations representative contacted [redacted] advised that the

delivery team was disrespectful to her and caused damage to her home. We

sincerely apologized to [redacted] and advised that her complaint was referred

to the management team. [redacted] is currently working with t[redacted]s of the

trucking company to have damage repaired. On November [redacted], the

trucking company sent a representative to the customer’s home to do a walk

through and to take photographs of the damage. Upon receipt of this complaint, we

sent two pillows to [redacted], which should arrive to her on or around

November **, 2013.

If you should require additional information,

please do not hesitate to contact [redacted]r at (516) 861 7931 or [email protected].

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 damages to my home which they have received an esimate for which is almost $1500.O0 have not be fixed

[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 rebuttal

regarding case: [redacted].

On November *, 2013, [redacted]

of the trucking company and one of our [redacted] visited [redacted]’s home

and did a walk through with [redacted]’s daughter to view the damages to her home.

During the walk through the customer’s daughter pointed out some scratches and

a hole in a portion of the wall. The drivers advised that the scratches on the

wall were preexisting and they were in an area of the house where they were not

working in. They also advised that the hole in the wall was also preexisting

and not caused by them and the customer’s daughter agreed that the hole in the

wall was preexisting. The drivers do take responsibility for the molding that

they damaged during the delivery.

Sleepy’s and the trucking

company reviewed the estimate [redacted] provided to us on November **, 2013.

They have rejected the customer’s estimate and will only reimburse her for the

damage to the molding. We advised [redacted] on December *, 2013, that her

claim was partially being denied and the drivers will only admit liability for

the damage to the molding. A check in the amount of $150 was mailed to customer

on December **, 2013. The customer has advised that she will file against Sleepy’s

in Small Claims court.

We

believe that no further action is required at this time. If we 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

There was damges to the entire stairwell from the first floor up to the second floor all places that they were when they moved the mattress and base up to the 2nd floor bedroom. The stairwell was painted in July of this year and there was NOT MARKS whatsoever on the walls and definitely NO HOLES. At no time did my daughter say that there was an pre-existing hole and damage to the walls. I have written sworn testimony from myself and 3 other people who were in the house at the time of the delivery who testify that there was no marks or damages to the walls. I will also be getting 2 other written statement from two other people who were at the house and left just minutes before the delivery was made and they can and will attest to the fact that that there were no marks or holes in the walls. The company sent me a check for $150.00 which is all they said they are willing to pay. I wrote on the check "NOT ACCEPTED for payment of damages done" and sent it back to the company. I have the paperwork to file a small claims case against the company and am going to go for a considerable higher amount due to all the inconvenience this has caused me and my family.

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

Sincerely,

Review: I have purchased a mattress from sleepys paid about $1300 returned same mattress 4 to 5 times now springs popping out the sides stabbing me in the legs stabbing my kids in the legs and arms I have 2 kids under age of 4 been having problems from day one company doesn't seem to want to help me out only by saying we can swap I out and throw in a mattress protector for my troubles this has been going on for almost a full year now purchased in june now in December no one is willing to work with me only willing to swap mattress out for another one and to stay between the budget there allowing me for.Desired Settlement: Billing Adjustment to be honest with all my troubles I ben going thew I wish they did something to help me out either credit my account money or something more then a mattress cover common

Business

Response:

Case #: [redacted]

On December *, 2013, [redacted] was schedule to receive a delivery of his new Carolina Guild queen size

mattress set. Unfortunately, the mattress

set [redacted] selected is now discontinued

and we were unable to deliver it.

Upon receipt of the complaint

filed with your agency, our Customer Relations representative reached out to [redacted]. We sincerely apologized for any inconvenience caused and offered to

upgrade his mattress set. [redacted] selected another set and we added a set

of pillows to his order. The delivery fee of $99 was waived as a one time

accommodation. [redacted] accepted his

delivery on December **, 2013.

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

###-###-#### or [redacted]