Sleepy's

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 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: 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: 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]

[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 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: I bought a Tempur-pedic mattress at a Sleepy's retail sore which cost me nearly $3,000. Three months down the road the mattress have problem with little spec of black mold. Stop by Sleepy's store to discuss about the issue and ask for return. In disbelieve they won't take my return, because they have mold and should not be on the truck back to where ever the warehouse is. They sold me a DEFECTIVE MATTRESS and make me eat up this problem. If mold is the health concern than what about me? It should not be in my house either. I guess one life die is better then loosing a $3,000. I make numerous call to the customer services asking for [redacted] to explain the problem and ask for a return all they do is lies and make excuses and refuse to take my mattress. What a company business model that is. They lost me as a customer and I will certainly make sure that my story will pass around to everyone I know and will encounter NOT to PURCHASES anything from Sleepy's as their customer services is unprofessional. Their products is unreliable. Their store sale rep will be no help when this kind of problems happen. $3,000 to Sleepy's is more important then my life and/or health issues. That's how much I worth!Desired Settlement: Refund All I want is a refund and the mattress be taken away from my house, so I can buy a different mattress that won't have this problem EVER AGAIN!

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted]’s received delivery from Sleepy’s of a Tempur-Pedic Cloud king size mattress, two (2) split box springs 39X80 and two (2) tempur-pedic pillows. [redacted]’s delivery was completed on June **, 2014. Sleepy’s and Tempur-Pedic extends to their customers a ninety-night (90) home trial period. [redacted]’s were advised at the time of purchase that if they chose to exercise the option of returning the mattress during the trial period, there would be a $175.00 return fee. As stated on the terms and conditions provided to [redacted]’s at the time of purchase and also attached.

On September **, 2014, [redacted]’s contacted our Warranty Support department and requested to return the Tempur-pedic mattress due to their alleged claims of mold. Unfortunately; [redacted]’s had exceeded that time period by the time they contacted our Warranty Support department. At that time the consumer was instructed to contact the manufacturer directly. If they had not exceeded the allotted time frame, and chose to exercise the extended option of the ninety-night home trial period, they would have been charged a $175.00 return fee and the cost of the promotional accessories provided as a condition of the purchase which would had been debited from their total store credit amount. The Ninety-night trial only applies to Tempur-Pedic mattress purchases (excluding adjustable foundations/frames). Adjustable foundations/frames, pillows, cushions, and accessories do not have a trial period.”

On September **, 2014, @1:08 pm, that same day [redacted]’s contacted our Warranty Support department once again and was advised due to the expiration of the ninety-night trial and her alleged claim of mold they would be required to contact the manufacturer directly. [redacted]’s were provided the direct number to the manufacturer who maintains their own warranty claims.

On September **, 2014, @1:41 pm, the Mattress Professional in [redacted]’s local area phoned in on the consumer’s behalf. The Mattress Professional advised that the consumer has in fact contacted Tempur-pedic and they are requesting that the consumer send in photos of the alleged mold. The Mattress Professional was reminded that mold is not covered under the warranty and [redacted]’s would again be required to partner directly with the manufacturer and provide the necessary photos they require to assist.

On September **, 2014,@ 5:41 pm, [redacted]’s called into our Warranty Support department once again attempting to return the Tempur-pedic mattress that had exceeded the ninety-night trial based on mold. It was reiterated to [redacted]’s once again; that it was imperative they partner with the manufacturer directly so they may be assisted and advised regarding their concern. In an attempt to assist them outside of the ninety-night in home trial Sleepy's could offer the option of employee pricing which will reduce the cost considerably on a new selection of bedding and enable them to purchase an alternative selection of their choice. [redacted]’s declined the offer of employee pricing stating that he did not want to invest any additional funds towards new bedding.

Since we have reviewed [redacted]’s complaint and the advisement remains the same. The consumer must contact the manufacturer directly as previously done and allow the manufacturer to assist. Tempur-pedic can be reached at ###-###-####, where assistance can be provided. We believe that no responses are required; [redacted]’s may reach me at the contact number provided to assist. If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]

Sleepy's stated that I received the deilivery on May **, 2014 was WRONG! May *, 2014 is my order date. Please see attachment in my respond. My delivery didn't came until June **, 2014. Therefore, my Ninety-night (90) days trial period should be the day I receive my mattress and actually lay my whole body down. I was advised that during my Ninety-night day trial period if I for (ANY REASON) do not like my mattress I could return without any question ask. The $175.00 fees was for past beyond 90 days if anything wrong with the mattress there will be one-time exchange fees. From the time I received my delivery June **, 2014 till the day I discovered the mold problem was still in the 90 days period.

Below is what Sleepy's responded:

Sleepy's responded:

[redacted]

All of the above statements is misinform I did not contact their Warranty Support Department, because I wasn't sure if I could do that so I went into the local Sleepy's store to inform the mold problem and was instructed to wait while the sale rep. contact Sleepy's corporate to see what should be done. The situation was back and forth until the final solution from Sleepy's for me was I should contact Tempur-pedic company for the warranty because Sleepy's DOES NOT DEAL with mold problem and since there is mold on the mattress they will not take it back and it should not be allow on their truck for return. WOW! I just could not believe what they say. Sleepy's should deal with the problem instead bounce their customer to deal with manufacture warranty when is not even out of the 90 days trial period. Their sale rep. are the one that contact Tempur-pedic company asking about warranty on mold problem and Tempur-pedic told them what to do and pass the information and along with direction to their customer (me). The problem here is that I bought the mattress with Sleepy guarantee 90 days night trial period. During my trial periods problem occurred, went back to local retail store to have problem solve but turn out a complete mess with unsatisfied customer. They don't accept the problem telling me I should contact Tempur-pedic company for the problem. Tempur-pedic company won't let me return because I did not bought it directly from them, if I did they will happy to refunded me. Tempur-pedic said, if I want a refund I have to go to my local store for that. I went into the local store could not get any help beside go home take picture send attachment to Tempur-pedic for replacement when Sleepy are the one I should be dealt with I am still in my 90 days. Their local store no help, their corporate was even worst! I will never forget the phrase they told me, "Sleepy's DOES NOT DEAL with mold problem and since there is mold on the mattress they will not take it back and it should not be allow on their truck for return". This is how Sleepy handle their customer services skill and it's come from Sleepy Corporate Office.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

Upon receipt of the rebuttal Tempur-pedic was contacted to confirm the consumers concern. We were directly advised the consumers Tempur-pedic mattress, which contained alleged mold has been previously exchanged on October *, 2014. We were also advised there was a damaged foundation upon delivery on October *, 2014; the consumer is currently awaiting a delivery date directly from Tempur-pedic to complete the foundation delivery.

Since we have reviewed and researched [redacted]’s complaint and confirmed the mattress has been exchanged by the manufacturer 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].

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:

In respond to Sleepy's claim, my mattress been replaced from Tempur-pedic company not through Sleepy's. So don't take credit for the thing Sleepy's did not do. Sleepy's keep saying my 90 days trial expired when my actual invoice is I didn't received my delivery until June **,2014, my order date was May **, 2014. Trial began when I have the products in hand! I don't accept Sleepy's claim that my problem with Sleepy's has been resolved, because they did nothing. Sleepy's didn't replace my mattress when is still in the 90 days trial period, Sleepy's didn't refund my items when I brought the problem to their attention. No matter how Sleepy's claim my mattress been replaced and the problem been resolved, but is not them who doing the jobs. Sleepy's shoot the arrow straight right at their customer when the problem present no refund, no replace! And all of this situations came right from their Sleepy's Corporate Office I always though corporate office is the last thing consumers want to complain when all things don't go right at a retail store but no. I do not tolerate with Sleepy's action of handling this problems. Sleepy's will forever leave a negative images of their services style in my mind and the future to come.

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

Sincerely,

Review: We purchased a king size "Ortho Posture Super Pillow top Mattress". The floor model was incredible soft and plush and you literally sank into the mattress. The salesman mentioned that this mattress was extremely soft also. Although the sign said they beat competitor's prices 20%, they refused to do so and would only MATCH the competitor's price----- making us lose $141.196.

We went ahead with the purchase anyway, and upon delivery, the mattress was 100% different. It was firm, hard, and hurt to lay on. It was a completely different-feeling mattress.

When we called Sleepy's we were told the floor model was at least 6 months old and if we wanted to exchange it, it would cost us $150 just to have them pick it back up and we could only buy a NEW mattress from Sleepys.

Stuck with this mattress that is so hard you can't even sleep on it, we purchased a cushion mattress pad at Bed Bath and Beyond, so that we could actually sleep.Desired Settlement: I am not asking for a new mattress, a refund, exchange or anything. All I am asking is that our purchase of $199.99 ( minus a 20% coupon we used) for a cushion mattress topper be reimbursed to us. It is the only way we could REMOTELY make this hard mattress feel like the one in the showroom. I feel that this is MORE than a fair compromise in this situation given the fact they wouldn't honor their competitor promise and delivered a mattress that was not as promised.

Total reimbursement requested: $160.

Business

Response:

Case

On

February *, 2014, the [redacted]’s purchased from Sleepy’s a King Koil King Size

mattress, box springs and a king size bed liner.

Sleepy’s

was surprised to receive this complaint from your office considering there has

been no contact to our Customer Care center with any concerns or inquiries

regarding and or referring to invoice total.

By

way of background and for your records, I will relay the criteria’s of Sleepy’s

Price Guarantee. Sleepy’s Price Guarantee, is a benefit we extend to our valued

customers. The Price Guarantee

specifically states that, “If a customer finds the same or comparable

mattress at a lower price elsewhere within thirty (30) days from the date of

their delivery, we will refund the difference plus 10% of that difference.” The customer must present the competitor’s

current ad or invoice. Our Price Guarantee excludes super values, mattress

values, special purchases, closeouts, exchanges, floor samples, warranties,

discontinued merchandise, and one-of-a-kind merchandise”.

The

consumer paid the requested invoice amount and as a result was provided a copy

of the invoice after the sale was at it completion. There is no indication that

there was a concern with the invoice total at the time of the transaction

totaling $755.40. The merchandise was delivered and the invoice signed there

has been no indication of consumer dissatisfaction.

As a direct result of the

complaint filed with your office, our Customer Relations Department will

research the matter in depth for the consumer and follow up with a resolution advising

if any adjustment is required. Since we feel

that we have addressed the consumer’s complaint we believe that no responses

are required. If you have any further

questions please contact me at ###-###-####.

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:

[Sleeps clearly did not read the complaint. My issue was with the HARDNESS of the mattress and it not matching the softness of the floor model.. NOT WITH price matching. The best I was delivered was HARD AS ROCK, even though the floor model I bought was a very soft pillow top mattress. I believe the floor model was either WRONG or was VERY OLD..... I am asking to be reimbursed for the padded mattress pad I needed to buy to make this mattress sleep-able. Instead of setting up another pickip/delivery/ picking out another mattress, paying a return fee, etc.... All I am asking is a reimurbseemnt of the mattress pad]

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]

"Since this should resolve the complaint to the customer’s satisfaction, we believe that no further action is required at this time"

Why on Earch would you think this was completed to my satisfaction? You delivered a bed that felt NOTHING like the floor model. Instead of having to PAY to pick it up, re-buying another mattress, re-delivering another mattress, all I asked for a for to be reimbursed $150 to make this mattress REMOTELY work for us. This is the LEAST you can do and is COMPLETELY reasonable.

You have done nothing to help me, won't work with me, and are frankly pushing me off to the side and left me a RUDE voicemail angry that I contacted the Revdex.com. I am completely DISSATISFIED.

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of [redacted]’s rebuttal.

In response to the concern Sleepy’s partners with the Revdex.com on a consistent basis in an effort to resolve and address consumer concerns; we welcome consumers to utilize the Revdex.com forum when they deem it necessary.

As stated in previous responses while we may be aware this is not the outcome/resolution the consumer may be seeking unfortunately this is not a practice we take part in refunding consumers for merchandise purchased from other retailers/establishments.

The offer of a deep discount towards any future accessory purchases will remain available to [redacted] to advantage of on her own accord. Since we have responded to [redacted]’s concern and unfortunately advised a monetary refund cannot be offered we believe no further responses are required at this time. If I can be of any further assistance or should you require any additional information please reach out to me [redacted] at ###-###-#### or [redacted].

Review: My mother purchased a mattress and accompanying box spring for me in 2013. Over the time since purchase and use (less than 1 year), I developed back and shoulder pain, and have at this point been seeing a physical therapist for 3 months after seeing multiple doctors for diagnosis. I realized my bed was causing me issues so I decided to return it to Sleepy's under warranty. Sleepy's send a Bed Check representative to my apartment, this representative reported back to Sleepy's, and Sleepy's determined that this mattress was defective and issued me a credit for $496.

I found a bed on the Sleepy's website for $499.99 and wanted to make an exchange, however Sleepy's is charging a $100 delivery fee for the new mattress and exchange of the defective one. They refuse to allow me to handle the exchange myself in a Sleepy's location (there is one merely 2 blocks from my apartment).

So to sum up my story, Sleepys sold me a $500 mattress that has caused me pain, appointments with many doctors, and money, and they are now charging me an extra $100 to fix their mistake.Desired Settlement: I desire to not be charged to replace a defective mattress. Sleepy's should give me a free delivery, or allow me to exchange in a store on my own.

Business

Response:

Case#: [redacted]

On February *, 2014, [redacted]

contacted our Warranty Department claiming that the mattress she had purchased

from Sleepy’s in March 2013 was sagging. We coordinated for an inspection of

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

mattress was defective under the manufacturer’s warranty guidelines. Pursuant

to the terms of the warranty, Sleepy’s advised customer that mattress was

deemed defective and she had a store credit in the amount of $496.42 to select

another mattress. On February **, 2014 customer contacted us to request credit

for the box spring and to dispute the delivery fee. We advised customer that as

the box spring was up to the manufacturer’s standard and therefore we were not

unable to provide credit for it. We also advised that we could not waive the

delivery fee.

Customer

was charged a delivery fee for her exchange.

As you can understand, while customer satisfaction is our primary goal,

Sleepy’s must charge its customers a delivery 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 delivery fee in

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

trucking companies.

On February **, 2014, our

Customer Relations Department contacted [redacted] regarding the complaint

filed with your office. We advised that we cannot waive the delivery fee but we

would be willing to offer her accommodation pricing on a new set. [redacted]

contacted us on March **, 2014 advising she would be going to showroom this

weekend to reselect her set.

If we can be of any further

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

do not hesitate to contact [redacted] at ###-###-####.

Review: On April [redacted] I purchased a tempur-pedic mattress and adjustable bed for my mother, who at the time was in a rehabilitation facility. The salesman informed me that the set came with a 90 day in home trial, and I could return the entire set at any time within the 90 days. This is one of the reasons I purchased the set, as my mother has trouble with mobility and I wanted to ensure she would be able to get in and out of the bed herself. Once my mother was discharged from rehab and returned home, her complex medical issues and pain made it impossible for her to get in and out of the bed by herself. She only spent 2 partial nonconsecutive nights in the bed, and required assistance to get in and out. As soon as I realized this bed was clearly not feasible for her I attempted to return it to Sleepy's, however they stated the 90 day in home warranty only covered the mattress and not the bed. They informed me that the bed only had a 21 day warranty and since we were out of that range, they would not accept the bed back. After I explained that the sales representative informed me that the entire set was covered in the 90 day warranty, they told me to look at the paperwork that came with the receipt. Indeed, in fine print, it said the mattress had a 90 day warranty and the bed only had a 21 day warranty. I never read the fine print of the warranty until I was out of the 21 day trial, as I had no reason to believe the bed and mattress would have different warranties since they were purchased together as a set (and is listed as a set on the receipt), and the salesman informed me of a 90 day in home trial for the set.

I spoke with someone in the corporate office and explained that despite this being in the fine print that they gave me after I had already purchased the set, the salesman at the time of purchase assured me that the entire set was covered for 90 days. However, Sleepy's still refuses to accept the bed back despite the false information provided to me at the time of purchase.Desired Settlement: I would like Sleepy's to honor their verbal warranty provided to me at the time of purchase, and take the bed back for a full refund.

Business

Response:

Case#: [redacted]

We are in receipt of [redacted]’s complaint with your Agency. [redacted] purchased a

Temper-Pedic mattress and adjustable base on April **, 2014. At the time of

purchase the Mattress Professional disclosed our Terms and Conditions regarding

the sale and advised her that Temper-Pedic has a 90 Day–in-Home Trial. However

it is unclear whether or not the Mattress Professional disclosed that the in

home trial applies only to the mattress and as thus the base would be

non-refundable.

On June **, 2014 [redacted] attempted to return the mattress and the adjustable base

as it became unsuitable for her mother. We advised her that we could only

process a return for the mattress as the base cannot be returned as part of our

‘Terms and Conditions’. [redacted] was understandably upset as she alleges

that she was misled during the purchase and that the main selling feature for

her was the 90 day in home trial. Without that feature [redacted] advised she

would have been more reluctant to make the purchase.

We reached out to the [redacted] on July *, 2014 and inquired if she would be

willing to accept a store credit if we could receive authorization to pick up

the base. [redacted] is unwilling to consider accepting a store credit and has

advised that she is prepared to go further in her efforts to get a refund for

the base. We advised [redacted] that we would attempt to seek approval

for a refund and would follow up with her as soon a decision has been rendered.

We will update this response with your when we have a resolution. In the interim please

feel free to 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 have determined that my complaint has NOT been resolved because:

The establishment seems to still be addressing this complaint.

A store credit was offered to me. Unfortunately, the items I purchased were expensive and I could not spent the store credit on another item. It was, therefore, not practical. Also, a store credit does not resolve my issue. I purposely purchased a low profile SET and was explained that I had a 90 day in home trial. The receipt also says it was sold as a SET.

For further consideration in my claim against Sleepy’s,

if I would have had to return the bed base in 21 days or less, that would have

meant I would have had to return the mattress in 21 days or less as well and

would not, therefore, have a 90 day trial, because both were needed for the 90

day trial. That would have meant I did

not in fact have a 90 day trial on the mattress, and could not have had it,

according to what they are saying AFTER the sale. This is why I felt misled by the whole return

issue I faced when I tried to return both the bed and the mattress. They were sold as a set, and I needed both

items in that set for the 90 day in home trial, otherwise it would have been

and should have been identified as a 21 day trial. To them, I only had a 21 day in home trial,

and therefore, now I believe the 90 day in home trial was mute, a bait and

switch or false advertising. Because the

bed and mattress were sold as a set, and

because of what I was told at the time of the sale, I did not believe the

“small print” applied.

?

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I have come to the conclusion that this issue is unfortunately not going to be resolved through the Revdex.com. Upon purchase of the set, I made my expectations very clear to the salesman that I was making the purchase for my frail, elderly, physically disabled mother who was unable to go to the store to test her ability to get in and out of the bed. I also explained that she was in a rehab facility for an unknown amount of time and that the 90 day warranty was a must because I was unaware of when she would be returning home and wanted to ensure she had enough time to try the bed. And as I have stated before, the salesman assured me verbally of the 90 day warranty on the mattress AND bed base.

It is extremely disheartening that Sleepy's would take advantage of such a frail, elderly, physically disabled woman buy selling this set with false information provided by the salesman. It is even more disheartening that they claim they are "willing to accommodate" the customer by going "outside of their policy" by offering an in store rebate, when it has been made abundantly clear to them that my mother's medical condition requires the use of a hospital bed, which they do not sell and therefore the rebate would be completely useless to me. Sleepy's has clearly admitted some fault by offering this rebate. If they need to go "outside of their policy" to offer a rebate, why can't they go "outside of their policy" and give me a full refund?

I have filed a complaint with the Attorney General's office as well as with the Americans with Disabilities Act, as I feel they took advantage of me and my mothers physical limitations. And I have every intention of moving forward with small claims court if this is not resolved with a full refund. I have been disappointed throughout this whole experience because Sleepy's seems to only care about themselves rather than looking out for their customer.

Thank you for your attention to this matter and you will continue to hear from me until this is resolved appropriately.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

On August **, 2014[redacted]’s adjustable base was removed from his home as requested and a refund in the amount of $2,088.49, issued. The consumer should allow the five to seven (5-7) business days for the refund to reflect on his Credit Card statement last four digits [redacted].

Since we have resolved the consumer’s complaint to his satisfaction we believe no further action is required. If you need any additional information please contact [redacted] at [redacted] or [redacted]

Review: I purchased a serta i-series mattress from sleepy s in west Springfield ma, in march of 2013. the matches was great for about 8 months.

I contacted sleepy s about it. they sent out a consultant to look at it. the bed is sunk in at 1 3/8th inches. to be considered deemed defective I was told 2inches... but today after I got off the phone I was told 1.5 after arguing to see what they can do... when I purchased the mattress he said any problems .5in or anything it will be covered in the first year no problems no questions asked. Which is not the case. the mattress and box spring are both collapsing in, I am having back paints and seeing a chiropractor and physical therapist, in hopes of feeling better. I was no informed about everything going on or how it would pan out that the sales rep and [redacted] IS and DID tell me that my product was covered by the satisfaction guarantee in a payment of 229$ they would exchange the mattress for the same one. But the main sleepy s is telling me my SPECIFIC product is not guaranteed. After a little arguing she said she would see what she can do. I had purchased the frame the sheet everything to make SURE nothing was going to void any warranty or guarantee. the sales rep was very specific about that.Desired Settlement: I now don't want anything to do with sleepy s. I do not want the same mattress that is going to have the same problem in another 11months. I want the money I paid for it. ( sleepy s credit card). the rest that out I owe to be canceled they can have their mattress back. I would like to take my business else ware and deal with my chiropractor bills myself. I do NOT want to pay delivery fee due to the failure of their product which I had already paid the first time. I have ran out of options!

Business

Response:

Case #: [redacted]

On January **, 2014 [redacted] contacted Sleepy’s Customer Service

Department claiming that the mattress purchased on March *, 2013 was

sagging. Since this was what would be a

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

The third-party independent inspection company delivered measurements that

revealed that the mattress met the manufacturer’s standards and therefore were

ineligible for a warranty exchange. Pursuant

to the terms of the warranty, Sleepy’s denied [redacted]’s request to replace the mattress.

Upon receipt of the complaint

from your agency, Sleepy's Customer Relations Department contacted [redacted]

on February **, 2014. We were able to

re-review the inspection results and found an issue with a bulge in the border

of the mattress that originally went unnoticed. Due to this new finding, we

have overturned the inspection results to offer an exchange on the mattress. As

pursuant to the warranty of the manufacturer, [redacted]’s store credit is

$1360.54, plus tax.

Since we have satisfactorily

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

this time. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted].

Review: Have been trying to get a warranty repair done for over two weeks now with no success. Reached out to local store who said they would search for receipt and get back to me, that never happened. Called 800 # today talked to Prudence who was not helpful in doing so either. The tear in th mattress is getting worse the longer time goes by with people who can't assist in this matter. Spend almost 2,000 $ for a mattress and the company doesn't stand by the product.Desired Settlement: Replacement

Business

Response:

Case# [redacted]On November *, 2015, [redacted] contacted the Sleepy’s Customer Service Representative to advise his Sealy King size mattress is showing signs of a visible sag. The Representative was unsuccessful in locating [redacted]’s invoice to file a warranty claim. [redacted] was advised to locate the invoice and give us a call back; he accepted. On November *, 2015, [redacted] contacted a Sleepy’s Customer Service Representative again in effort to have someone locating his invoice since he was unable to. The Representative was unsuccessful after numerous attempts in locating [redacted]’s invoice. [redacted] requested to speak with a Supervisor. While on hold, [redacted] disconnected the call. Upon receipt of the complaint filed by [redacted], a Customer Relations Representative contacted [redacted] to offer further assistance. He was advised since he has a potential warranty claim proof of purchase is needed in order to proceed. At the time of delivery, [redacted] would have been provided with the manufacturer’s warranty card which states, “For the Limited Warranty to be valid, you must: 1) Be the original consumer purchaser, and have purchased the sleep set from an authorized dealer in the 50 United States or Puerto Rico, 2) Provide a copy of the original store receipt, or other proof of date, retailer and purchase price, and, 3) Provide the law label from the defective product”. [redacted] was advised if he is able to locate the invoice or information to retrieve his account, we will then proceed with filing a warranty claim. Sleepy’s would be happy to offer a Corporate Discount on the purchase of a new mattress and/or set.We take these complaints very seriously and await [redacted]’a decision as these are the only options available to resolve his complaint. If you need any 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:

[My receipt was apparently lost during my move. All of my mattresses have been and are purchased from Sleepys. I reach out to a local store yet they cannot find it but promise a call back to appease me and get me off the phone . The condition is worsening. The law tags are in place and such.

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

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: I need a highly firm mattress which was asked and store showed the mattress we bought. It was guaranteed not to sink more than 1 ¾”. Within a few weeks it sunk 5” at mid body weight. I have [redacted]. The only way I can sleep is face down (on belly). Within a month or two, I started to have more [redacted]. I had explained all this to the sales staff. After getting more pain, I moved to the very edge of the mattress but it has also flattened with a big side bulge. I had explained this to the sales staff. When I went in they gave me the national warrantee tel ####-###-####. The warrantee co sent in an inspector. e took pictures, but none with me laying in the hole showing the arch of my back. He said it was not necessary. On leaving, he said “Sleepys” would contact me. They have not at this writing. The inspector was here on 12/**13. (at this writing it is 1/*/14.) Please help us. I am over 70 years oldDesired Settlement: Money back or a mattress that will not sink me so much or at all

Business

Response:

Case #:

On December **, 2013, [redacted]

contacted Sleepy’s Customer Service Department claiming that the Kingsdown queen

size mattress he had purchased in May of 2013 was sagging. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that

the mattress did not meet the manufacturer’s standards and was not found to be

defective. However, the mattress had a stain, which voids the manufacturer’s

warranty. In addition, the [redacted] utilizes

Serta box spring, which voids the manufacturer’s warranty. [redacted]’s box

spring was not purchased from Sleepy’s and was found to be not up to the

manufacturer’s standards as per inspection results.

Upon receipt of [redacted]’s

complaint filed with your agency, a Customer Relations representative contacted

[redacted] and offered accommodation pricing on a new matching set. [redacted]

has agreed to this offer and will be visiting Sleepy’s showroom this week.

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]

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: 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 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: 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]

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,