Sleepy's

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: 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: 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 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].

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: In mid January 2014 I purchased 2 full sized beds/matttresses/box springs for my son and myself. My father and myself actually worked with a guy named "[redacted]" from this location over the telephone. Everything went smooth over the telephone as we made the purchase, paid in full over telephone, and I received my beds later that week. The beds are great! The pillow top mattresses that we chose are amazing. I couldn't be happier with the beds. However, 2 weeks later, My son and myself physically went to the location to visit with [redacted] and look into purchasing some mattress covers and pillows. At this point, I arranged a payment plan with Progress financial services, which cost me $40 out of pocket just to open the account. Which was fine, I needed mattress covers for my beds and I was gratefulfor the approval of the payment plan. I proceeded to purchase a $70 latex pillow, which is amazing, and two $90 mattress covers. The mattress covers were "gaurenteed" breathable, and anti dustmites and bed bugs. Well these mattress covers were exactly what "I thought" I needed due to my son's and my own dust mite allergies. Through the next 2 months, I began having "unexplained" horrible episodes of night sweats every single night. To the point where I had to change clothes at least once during the night. I was washing my sheets and blankets everyday! About 2 weeks into my night sweats I began to form a [redacted]. I spent two days home from work on [redacted]. I went to my [redacted] who had me wash EVERYTHING that I came in contact with with an all-free clear detergent. The [redacted] proceeded to get worse. I then saw my Primary Care Physician thinking the [redacted] may have been a side effect of one of my very important medications. I was taken off of my medication for two weeks (which was very unpleasant) to see if that was the cause. The [redacted] only got worse. Finally, about 2 months into the night sweats I saw my dermatologist who questioned about any mattress covers and told me to try removing it to see if that helped at all. I have not had a night sweat since I have removed the mattress cover and it has been a month since I took it off. The [redacted] turned out to be a severe case of acne from the night sweats, ALL over my back. One can imagine how bad it looked. My son also wakes up very hot in the morning on which ever side of the mattress is lying flush to his body. Although this is not a huge problem for him, as he sleeps on top of his comforter with the window open. Never did it even cross my mind after all this time that it could actually be the mattress cover. As it was promised "breathable" and cost $90, I had a lot of confidence in it. As soon as I came to the conclusion that it was the mattress cover all this time causing all of this, I immediately called the Sleepy's location who in turn told me to call Customer Service @ 1-800-SLEEPYS. I intially spoke with a man named "[redacted]" who gave me his extension x[redacted] and told me to go to the location where I bought it from and call him and he would "handle" the situation for me. So I did just so. Only, every time I called [redacted] I got voicemail. Finally, I decided to talk to somone else from customer service who stated that all they could do was have me go to the location and they would sell me a new mattress cover for $40 being that my warranty was expired. I did not agree with this and told them that I would be reporting this to the Revdex.com. They did not care. Then I called [redacted]. He told me that he would check with his [redacted] and call me back. after waiting 3 days for [redacted] to call me back, I called him again. He told me that he was sorry, he forgot, and this time did contact his [redacted] and did call me back. He told me the same thing that customer service said, that he could sell me a new mattress cover for $40. I told him that I did not agree with that and that I was going to report this to the Revdex.com. He told me that he would talk to his [redacted] and call me back shortly. This was last week. No return phone call. I feel like this is wrong.Desired Settlement: I would really just like a mattress cover that is breathable and protects against dust mites. I am not worried about bed bugs. If I can not be "gaurenteed" this, then I would just like a refund of the $90 that I paid for the mattress cover as well as the $40 that I used out of pocket to open the Progressive account. As purchasing mattress covers was the only reason behind opening the account.

Business

Response:

Case#: [redacted]

On January **, 2014 [redacted] purchased two bed liners and a pillow. On April

**, 2014 [redacted] contacted our

Customer Service Department advising that she had developed an allergic

reaction to the mattress protector. We

advised the customer that she could not return the merchandise as per our Terms

and Conditions . However, to accommodate

[redacted] we offered to sell her a replacement at a reduced cost. Customer

refused that offer and filed a complaint with your agency.

Upon receipt of the complaint filed with your office, we reached out to the

customer. We offered the customer as a one-time

accommodation, store credit in the amount of $101.02. [redacted] may visit one of our showrooms to select

merchandise of her choice.

We believe no further action is warranted at this time. If you should require

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

Review: My wife and I went into the [redacted] store of Sleepys at [redacted] told us he can give us a great deal on a mattress that we liked. He can sell it to us for $1199 plus tax, and he can throw in 2 pillows, and a bedliner for free. The total came out to $1302.34. The mattress never arrived on the date promised on Saturday, 4/**. The delivery was made on Tuesday 4/** evening. The mattress is noticeably stained and NOT a NEW item after it was opened. I called Sleepys and was told its not a NEW Mattress. I was never told this is a used item or a floor sample by [redacted]. I was told by Sleepys corporate that I paid only $596 for my mattress, and paid for my "free" pillows and bed liner. Sleepys refused to issue refund and refuse to exchange the used mattress with a new one.Desired Settlement: Take back the mattress and issue a prompt refund.

Business

Response:

Case#: [redacted]

On April **, 2014, [redacted] received delivery of a clearance Comforpedic 11 inch

queen size mattress. Because this was an outlet merchandise the terms and

condition on the invoice states that merchandise marked with an * are final

purchases, and cannot be exchanged or any refunds issued. The invoice also indicates

that the customer was offered accommodation pricing on the merchandise.

We contacted the customer on April **, 2014. He forwarded photographs to us, which

show that mattress was stained. Customer advised that he did not get a chance

to inspect mattress when it was delivered and contacted us on the April [redacted],

2014 to advise. Customer was offered a refund of $108.86 on April **, 2014

because there was a delay with his delivery. After speaking with the customer,

we offered him a store credit to select another mattress. He declined offer as

he is seeking a refund. We reminded customer that we have a no refund policy, however,

to accommodate him we would allow him to have an even exchange for the same

mattress previously purchased (Non Clearance). Customer again refused that

offer and is only interested in a refund. Customer plans to pursue a charge

back with his credit card company. We will continue to work with customer to

resolve his complaint.

In the interim, if you should require 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 seeking a complete refund from Sleepys. The [redacted] purposely deceived me. No where on the original purchase receipt was it mentioned that this is a used/non new mattress. At no point did the salesperson mention this is a used mattress. This is very poor business practice and purely commission driven. In addition, I was charged $300 for 2 "FREE" pillows and $100 for "FREE" bed linens. I do not feel I can trust Sleepys and their employees and do not wish to do business with them. Original invoice along with mattress pictures are attached. ]

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 receipt of rebuttal regarding case # [redacted]. We spoke to [redacted]

on May *, 2014 and again reiterated our “No Refund Policy.” However, as an accommodation to [redacted] we

offered him a partial refund of $250 and the balance of his credit to be used

towards replacing his set. Customer would have a Sleepy’s store credit in the

amount of $943.48. We also offered accommodation pricing towards a merchandise

of his choice with an exception of Tempur-Pedic brand. This would help [redacted] to

upgrade his purchase.

Customer again refused offer and is only interested in a refund. This offer will remain

open should the customer change his mind. If you should require additional

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

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: 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 mattress from Sleepy's in [redacted] and was supposed to have it delivered on Sunday, March ** between 5 and 9 pm. I received a phone call around 2 pm on Sunday telling me that there had been an issue with the truck and my mattress would not be delivered. I called customer service and spoke to several representatives, all of whom refused to help me beyond offering to schedule a new delivery time. I am a very busy individual, and I specifically allotted Sunday night as my delivery time because I had no other options. I expressed this to the customer service representitives, specifically [redacted], who told me that they could waive my delivery fee and drop it off another day. I asked them if it would be possible to knock off another $50 in order for me to pay to get a car to go pick the mattress up at their [redacted] location, but this offer was denied. I expressed to [redacted] that I had no time to set aside for another 4 hour delivery window, and [redacted] told me he apologized but that there was nothing he could do. I expressed that I was willing to reschedule if I could have my price reduced to cover the cost of me taking more time off of work, but this offer was also denied. I asked [redacted] to set a time for me between 7 and 8pm the following day, but [redacted] said that they had no one-hour delivery times available and offered me a 7-10 window. I told [redacted] I would take this, and he said he would book this. He put me on hold, and returned after several minutes to say that they actually do not do 7-10 delivery times and he could offer me 6-9. I told [redacted] that this would be cutting it close with my schedule but agreed. [redacted] then put me on hold again for several more minutes, then hung up on me. He called back and left a message saying that he in fact did NOT have 6-9 as a delivery option and asked to push it to 5-8. I told [redacted] this would not work for me and requested a morning delivery time. [redacted] then told me I would have to wait several days for a morning delivery, and I expressed that I did not have a mattress and that it was not my fault that delivery did not occur on the Sunday as promised. I this phone call took around 2 hours, most of which was me holding for [redacted], and though offered multiple solutions I was not accommodated in any way.Desired Settlement: I would like a partial reimbursement for the time I have to take off from work and for the time and frustration I spent arguing with [redacted].

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted] purchased from Sleepy’s queen size mattress set

along with a few accessories. [redacted] was scheduled for delivery on March

**, 2014, between the hours of 5pm-9pm.

On March **, 2014, the day of delivery, [redacted] received a call stating the

delivery would not be completed due to the fact that the delivery truck broke

down. Unfortunately, there were no other resources to have the remaining

deliveries completed that day. [redacted] requested to speak to a [redacted]

in our Customer Care Department. [redacted] was informed as an accommodation

for the inconvenience, the delivery charge of $99.99, plus tax would be

refunded to her and her delivery could be rescheduled at a day and time frame convenient

to her. [redacted] refused this offer and requested to speak to a [redacted]. Upon speaking with a [redacted] requested a refund in the amount of $300 in addition to

the refund of the delivery charge. We sincerely apologized for any inconvenience that this delay caused to [redacted]

and offered her again the refund of the delivery charge as well as getting her

more of a narrow window to schedule her delivery. [redacted] was also offered complimentary

pillows. [redacted] agreed to a delivery time frame of 5pm-8pm on March **, 2014.

Since we have actively attempted to resolve [redacted]’s complaint, we feel no

further action is necessary. If I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

Review: On August **, 2013 I placed a down payment on a mattress and accessories. Within a short period of time, I declined to continue the order and requested my money returned as I no longer wanted their mattress and accessories. To date, as of August **, 2014, I am still waiting to receive the said refund. After reviewing account statements for the past year, I noticed, the refund was never processed. Given the Target Co. identity issue in Christmas of 2013, the purchasing account was closed and not re-opened. After contacting the Sleepy's store in Bloomsburg as well as their corporate office, I am still being declined a refund despite their acknowledgement that a product was never delivered. They state "we cannot refund your money given the credit account has been closed". This is irresponsible, irreprehensible and irrational and not a fair business practice. I want my $450.00 returned to me.Desired Settlement: I have asked they send a check or money order to my home address, but they refuse. Per [redacted] at Sleepy's in [redacted], CSR Corporate Offices, ###-###-####, and her [redacted] also at the Corporate Offices.

Business

Response:

Case #: [redacted]

On August **, 2013 [redacted] placed an order for a twin size King Koil mattress, a twin size bed liner, a queen size Kingsdown mattress, a queen size bed liner, and a queen size Harris Hub adjustable base. [redacted] placed a deposit of $450.00 with her Visa credit card. Since August 2013, her salesperson made numerous attempts to contact [redacted] to obtain a payment for the balance and schedule delivery. Our records indicate that our telephone attempts were unsuccessful as her voicemail box was full and the salesperson was unable to leave messages. Emails were also sent without any replies from [redacted].

Upon receipt of this complaint from your office, our Customer Relations Department left a message with [redacted] and are awaiting her response. [redacted] indicated as a result of being a consumer affected by Target’s recent identity theft issue, she closed her Visa credit card. In turn, she requested Sleepy’s issue her refund via check. Since we are only able to refund consumers’ with their original form of payment, we were unable to honor her request. We informed [redacted] our Finance department would honor an exception on the condition she provide a notarized letter stating the Visa credit card is no longer valid or to provide a notice from her bank stating the card has been closed.

We sincerely apologize for any inconvenience that this delay might have caused [redacted]. We are willing to work with [redacted] until her issue is completely resolved. If I may be of further assistance, or if you require additional information, please contact [redacted] at ###-###-####, or [redacted].

Review: I purchased a Beauty Rest Queen Size Mattress set from Sleepy’s Oct 2007. When I purchased it I was told it had a 10 year non-prorated warranty. This was a big selling point for me. That made we pick this over the less expensive others (it cost ~ $ 2000.00). After 4 years the mattress seemed to show signs of wear. We called Sleepy's and they sent someone and they said it was fine. The mattress has gotten progressively worse, so we called Sleepy's again. This time they sent an independent person to examine the mattress on ** July 2014. And they took lots of pictures and said there would be a report sent to Sleepy's on the condition of the mattress. I called Sleepy's around three weeks after the day of the examination of the mattress. I got someone on the phone and they said that the warranty was voided because the mattress was stained (the mattress did have some minor stains, but the complaint was that it lost its support). They also told me that I would be eligible for a discounted price on a new mattress from Sleepy's. I asked what the percentage off would be, I was told that I would have to go to a Sleepy's and then call them to get an answer. After going around in circles for 10 minutes, I asked to talk to a supervisor. Basically I got the same story that I had to go to a Sleepy's and then ask for the special price. And it would depend what mattress I wanted. I pulled up a Sleepy’s ad on the web and asked what the discounted price would be for a specific make and model, and I was told that the only way to find out was to go a Sleepy’s. What is the difference sounds to me like they want to get you into the store and miss lead me into buying another overpriced mattress from them. I asked why they had not contacted me telling me the situation on the warranty, and I was told that I would get the report with the results. I still have not gotten the report. I asked the supervisor had to prevent getting a new mattress stained. I was informed that you had to buy the "Special" Sleepy's mattress cover (I have always had a mattress cover on the mattress; in fact I have replaced it 3 times since I have had the mattress). So I asked if I purchased a new mattress from Sleepy's and the "Special" mattress cover would that have a warranty to cover the possibility of a stain. They said no it would not be covered. So I asked what does one do to prevent anything to prevent stains, and they would not answer. It was at this point that I was chastised by the supervisor that I had not memorized the pamphlet that covered all the aspects of the warranty for the mattress. And that it was attached to the mattress. I mentioned that I was not happy about the way I was treated and intended to go to the Revdex.com. They didn’t care at all. I was not talked to in a professional manner and they had no intention of resolving the issue. After the way they treated me on the phone I would never buy another mattress from them.Desired Settlement: Refund

Business

Response:

Case #: [redacted]

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

On July *, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming the mattress delivered in October 2007 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection revealed that although the merchandise did not meet the manufacturer’s standards, there were apparent stains on the merchandise, thus voiding the manufacturer’s warranty. Pursuant to the terms of the warranty, [redacted]’s warranty claim was denied. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states conditions that void the warranty to include: “product that is stained, soiled, or found to be in an unsanitary condition” I have enclosed a copy of the warranty for your files. While we do anticipate normal wear and tear of the merchandise it is the consumer’s responsibility to maintain the merchandise in a sanitary condition.

Contrary to the manufacturer’s warranty and Sleepy’s well-established policies and procedures we are offering [redacted] accommodating pricing on any newly selected merchandise (excluding Tempur-Pedics, Comforpedic, and Stearns and Foster brands) he will be responsible to pay the transportation charge in the amount of $99.99, plus tax, if a delivery is requested. The consumer does have the option to utilize a store pick up if so desired. A member of our Customer Relations Department reached out to [redacted] today and was successful in reaching him as well as discussing the above proposed offer. The consumer is currently reviewing the offer at this time

Since we have attempted to resolve [redacted]’s claim, we believe that no further responses are required at this time. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

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 was contacted by [redacted] on ** August 2014. We

are basically at the same position as when I filed the complaint. [redacted] did

offer some additional information above when I questioned the previous Sleepy’s

rep. She did give me an example of a product code to check on the website to

see what the discount would be. She provided me with random product

code [redacted], but that prices on the web are better than the in store prices. And

that it has a free delivery on mattress above $599. This mattress was on the

low end and not like the one I had purchased from them before. So I was left

with the impression that I could just buy the mattress on line from them and do

just as well or better than the discount that are going to offer me. I brought

up the issue is that the reason for my wanting the mattress replaced was

because of the lack of support. [redacted] told me that the stain caused the structural

loss of integrity. I then told [redacted] what the coils of the mattress were made

of steel and that stains would not cause structural damage. She tried to upsell

me saying that the new ones are titanium steel. I told her that titanium is a

different element and not to try and baloney me since I am and engineer. She

also told me that this is the best time to a mattress since it is the “Labor

Day Sale”. So wrapping it up, I am less pleased with the offer that Sleepy’s

made to me, now knowing I can get it for the same price or less if I shop

online with them, without the special “discount”.

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:

I need help in resolving case # [redacted].

We are at a standstill in getting this resolved.

This is [redacted] full time job, not mine.

How many more times do I have to go back and forth on this?

I feel that I may be wasting my time responding to each of the responses from Sleepy’s.

And any response would be that I have to buy a new mattress from them which I can get a better deal from them online without the “accommodating prices” that have been promised in resolving this matter.

Should I just cut my losses and never buy anything from Sleepy’s again?

Bottom line is just want to get a mattress that provides support, so I can get a good night’s sleep.

Thank you for your help with this matter.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of [redacted]’s 2nd Rebuttal.

To reiterate the two previous responses the offer posed to [redacted] will remain the same; accommodating pricing on any newly selected merchandise (excluding Tempur-Pedics, Comforpedic, and Stearns and Foster brands). He will be responsible to pay the transportation charge in the amount of $99.99, plus tax, if a delivery is requested. The consumer does have the option to utilize a store pick up if so desired.

As we do understand the consumer may opt to reject the offer. Nonetheless; if he locates merchandise in the future and would like to take advantage of the accommodating pricing offer he may feel free to reach out to us at any time.

Since we have reiterated the above mentioned is a standing offer, we believe that no further responses are required at this time. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: I purchased a Beauty Rest Recharge LXP Queen Set from Sleepys in September of 2013. Two weeks later the bed started to sink in where I sleep, mind you I'm the only one Inspector came out I was told the mattress was defectived. He put something in his laptop told me I would get a call in three business days which still never happen to this day. I called for about six weeks, being told they was waiting for the report from the inspector and have not received it. I finally was able to talk to a [redacted] after calling one day and was told the mattress was a defect but the mattress was not properly supported, it should have another board running across. So therefore my warranty was void. I stated that my warranty don't state that. I was told the warranty would be mailed out. Never have received that information. I was told the only thing they could do was go half on a mattress with me and I have to pay delivery charges. I paid 1,227.48 for the set and was never told about my bed being supported properly before I spent my money. I have a wonderful bedroom set from the Room Place and already had mattress that was being supported before I brought the new one. The service all together was totally unprofessional Delivery Guy, Customer Service, The Follow Up ETC.Desired Settlement: I just would like a new set. I don't have a problem paying for delivery for a second time.

Business

Response:

Case #: [redacted]

On

October **, 2013, [redacted] contacted Sleepy’s Customer Service Department

claiming that the mattress she purchased from Sleepy’s in September 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 and box spring were in

fact up to the manufacturer’s standards. However; the set was being used on a

frame with improper support, which is a condition that voids the warranty. At

the time of purchase [redacted] did not purchase a frame from Sleepy’s and at

the time of delivery, she received a copy of the manufacturer’s warranty, which

clearly states, “Structural damage due to using an improper bed frame or

support system or mattress damage due to an inappropriate foundation or support

system.” Pursuant to the terms of the manufacturer’s warranty, Sleepy’s denied

[redacted]’s request to replace her merchandise [redacted] claims to not have

received a copy of the manufacturer’s warranty booklet it is the consumer’s

responsibility to reach out to their Mattress Professional or corporate office

to advise the necessary warranty card had not been received. The corporate office

at that time will immediately mail the necessary warranty information.

Notwithstanding the fact that [redacted] failed

to adhere to the warranty guidelines, and contrary to Sleepy’s well-established

policies, but as an accommodation to [redacted], Sleepy’s will offer [redacted]

the opportunity to take advantage of our employee pricing which will allow her to select another bedding set at a deeply

discounted employee price.

Since

we have attempted to resolve [redacted]’s complaint 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:

I have all the paper work that sleepys gave to me on day of purchase. The only paper work with anything about a warranty is on the customer invoice and it states nothing about support or bed frame. If that was part of the warranty I think that should have been discussed with me so I could make sure I had what was needed before spending money and loosing it for something as simple as a frame. I brought a bedroom set from the Room Place which has excellent furniture (my opinion) and had mattress sitting on the bed frame prior to me buying the new ones and had no problem. I talked to a [redacted] and was told they would send me one out the warranty but that never happen. And if the salesperson never gave me a copy of the warranty before the purchase what good would it do now, that should have been done when I agreed to pay them 1,227.48.

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 and Sleepy’s position remains the same.

Sleepy’s will offer [redacted] the

opportunity to take advantage of our employee pricing which will allow her to select another bedding set at a deeply

discounted employee price.

This offer will remain open for the

consumer to take advantage of since we have attempted to previously resolve [redacted]’s complaint 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: - visited Sleepy's store and did sleep test

- was advised to purchase plush bed although I asked for firm

- salesman pushed/pressured me to buy plush and higher than my original budget

- bought Carolina Mattress Guild brand as it was made in America and had natural elements - wanted to support US and environment

- within days had extreme back pain and sagging in the middle

- returned plush bed on comfort exchange although was told the dip would reverse over time

- paid additional shipping money

- got firm bed by same brand

- within days had extreme back pain and sagging in the middle

- called again and was told to ride it out as the dip would reverse over time

- called every month reporting in that it wasnt getting more flat (how is that even possible)

- spent more money on expensive/fancy pillows to try and relieve discomfort

- eventually escalated complaints to say they needed to do something as the bed was faulty and my back was in extreme constant pain

- an inspector was sent

- took photos and tests

- report came back that the bed was dipped but NOT dipped enough (1.3 inches versus 1.5) so it was faulty but not faulty enough

- I was also told that the base didnt match the mattress and therefore there were issues with the warranty

- I was never told when purchasing mattress and base that they had to "match"

- Sleepy's blamed mattress manufacturer and mattress co' blamed sleepy

- spent a month or so being pushed back and forth and no one taking responsibility

- meanwhile have regular physio and chiropractic visits to deal with back issues

- wrote complaint feedback on sleepys website to ask again if someone would address issue

- finally got through to lead customer service agent

- he reviewed my case and saw that there was an issue with inspection and warranty is no longer void

- he said I can get bed inspected again to see if dip has got deeper and if over 1.5 we can exchange for no cost

- if not he offered to charge $129 for me to return and get new bed

- asked him to share some model numbers that I could try for exchange

- tried them in store

- since emailed him again to ask about setting up inspection and also about what value of bed the new one could be as well as warranty questions

- no reply

- emailed again

- no reply

- emailed again

- no reply

and now I am writing this

I can no longer sleep in a bed that causes such extreme pain. I have spent additional money to get physical help. It has affected my sleep, my health and my job and daily life as I in such pain.Desired Settlement: I would like a replacement mattress that doesn't cause back pain for no additional money (delivery as well as mattress).

I want to ensure there is a comfort exchange available on this new replacement and also a full warranty.

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 May *, 2015 I purchased a mattress set and adjustable frame for this store. I was handed 2 pillows and a mattress pad free of charge. The salesman said he would give me a deal and deliver a mattress with a small scuff mark on it. On delivery the mattress was filthy with an indentation in the middle of it. I refused delivery. I then returned the 2 pillows and mattress pad to the store. I have two Witnesses to this fact. They refused to give me a receipt for this return. I left the pillows and mattress pad in the store. I am now being charged $249.00 by [redacted] for the pillows and mattress pad.Desired Settlement: I would like these excessive charge removed.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of [redacted]’s invoice our records reflect the consumer has in fact refused delivery and the invoice cancelled. The financed amount of $358.41 was sent via electronic communication to be restored and reflect on the consumers finance account. Unfortunately; it can take up to two-three (2-3) weeks for the restoration to reflect. Since we have reviewed the consumer’s complaint and provided an approximate time as to when the refund should reflect we believe no additional responses are required at that time. If you should require additional assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Purchased in 2009 the mattress exhibits sagging to the point of discomfort, mattress has 10 yr warranty. Company sent a contracted inspector who took measurements at the center of the mattress and did not measure the mattress in the areas where it is actually used, in the sleeping positions. We feel this is an inaccurate assessment which the company used to deny any resolution to the mattress failure.Desired Settlement: We would expect to receive a pro-rated refund, by check, as a fair resolution. With the lack of responsibility the company has taken in a product for which we made a substantial investment it is very unlikely that we would consider further patronage of this company.

Business

Response:

Case #: [redacted]

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

On August **, 2014, the [redacted]’s contacted our Customer Service Department claiming that the mattress delivered to him in October 2009 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 was ineligible for warranty replacement. Pursuant to the terms of the warranty, Sleepy’s denied the [redacted]’s request for a warranty exchange.

Even though the inspection determined that the mattress was non-defective, in an effort to assist the consumer. Sleepy’s is nonetheless offering the consumer an employee discount towards a new bedding selection. This deep discount will allow the consumer to purchase the mattress of their choice at a deeply discounted price, applicable delivery fees will apply. The [redacted]’s may contact me directly at the number listed below to take advantage of this accommodation.

Since we have reviewed the consumer’s complaint, we believe that 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:

Regarding this complaint for Sleepy’s, we have left messages for a [redacted] (**?) on 10.**, **.** and again today, 11.** in an attempt to respond to his call to our voice mail on 10.**.14. We have yet to hear back from [redacted] on this matter. Each time we call we get the information that this is his day off and he should return (insert next day here). [redacted] would seem to have a good firewall in his associates.

I note with some interest the proposed resolution by Sleepy’s on your website communications. I also note that you have prematurely closed this case. We ask that this case be returned to active status for two reasons. First, we have had NO return contact with Sleepy’s or their representatives to discuss any resolution proposal. Secondly, if the proposal indicated on your web site is to be the intended resolution by Sleepy’s, we find that offer unacceptable insofar as our rigid decision to have no further patronage of this company.

We look forward to contact from you and Sleepy’s as soon as possible.

Respectfully,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: [redacted] FYI, We have received a bounce-back (host unknown) on the email address below, previously associated with Sleepy’s. We did not receive a message of any type on the two earlier email attempts. We attempted to copy them as a courtesy. We trust you will be contacting them with our request. Respectfully, [redacted] Revdex.com, As shown below, a couple of e-mail inquiries have been made to Sleepy’s representative seeking clarification and provision of the company’s offer for resolution. We have yet to receive any reply or response. Once again we ask that this case be re-opened until a true and final resolution can be provided. If the history of their response to this claim is any example it would confirm that Sleepy’s is only interested in sales, not service or warrantees. They are in it for the volume and the bottom line, customers be [redacted]. We have been patient long enough. We ask that Sleepy’s follow through on the offer that we agreed upon or immediately provide a pro-rated refund by check and be done with it. Sleep Deprived, [redacted] From: [redacted] We are anxious to learn more about your offers in the above titled matter. Can you detail them for us or provide a voucher for the aforementioned ‘offer of accommodating pricing’ to ‘enable the consumer a deep discount minimizing any out of pocket cost.’ We look forward to your reply. Best of the New Year to you, [redacted]

Business

Response:

Case #: [redacted] Sleepy’s is in receipt of the 3rd rebuttal regarding [redacted] and [redacted]. As stated in our previous provided responses the offers will remain the same and unwavering as accommodating pricing or a second inspection in the new calendar year 2015. The offer of accommodating pricing is an immediate resolve due to the consumer’s dissatisfaction with the bedding set. This accommodation will enable the consumer a deep discount minimizing any out of pocket cost. The above mentioned offers will remain the same. If the consumer opts to take advantage of either accommodation in the future they can reach me utilizing the contact information below. The e-mail address provided to the consumer has been operational for an elongated amount of time, they would be required to check their internet provider as no e-mail communication has been received. If the consumer is having difficulty communicating via e-mail a phone number has also been provided below as in previous responses. Since we have reviewed the consumer’s rebuttal and clarified contact information we believe no additional responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted]

Review: On July **, 2013 I went to a sleepys showroom an ordered a full size matrees and box spring set for my three year old daughter. The delivery came on July **, 2013 with a universal box spring that measured 54 inches and a mattress that measured 52inches. I called sleepys customer service and they informed me that the mattress was the correct measurement but the box spring was the issue. I was told to go to a showroom and try to get a box spring that is the same size as the box spring. That same day I went into a sleepys showroom and spoke to the salesman and explained to him my problem. He measured a few full size mattresses in the showroom and all of them measured between 53.5 to 53.75 inches. He then called sleepys and told them that the problem was not the box spring but the mattress. Sleepys told him to schedule a box spring exchange instead.

On July [redacted], 2013 sleepys delivered the box spring which was the exact same one that they previously sent. I refused the delivery and proceeded to call sleepys again to inform them that the box spring was not the problem but the mattress was. I was told by the representative at sleepys that they would have their warehouse measure the mattress prior to sending it for delivery.

On July [redacted], I was delivered the same exact mattress measuring 52inches. I refused the mattress and then proceeded to call sleepys. Thre representative I spoke to called the warehouse which I was then informed that the mattress does not come in any size bigger than 52inches. I was told that I could try to select another mattress that measures closer to 54inches or get a refund.

I decided to request a refund to which I was told NO.

Sleepys is the one who assured me that the mattress was not the issue and that the box spring was wrong which is why I did not send back my entire order. I was then put out of my way on two additional occasions waiting for a delivery that was completely wrong. Sleepys has lied to me the entire time and now they refuse to issue a refund. Their only solution is for me to spend more money on a higher end model mattress. Had I been told from my initial call that this mattress is only 52inches wide then I would have refused my order immediately.

I would like your assistance in helping me to resolve this matter of Sleepys unethical business practice.

Thank YouDesired Settlement: My entire refund for the mattress, box spring and my delivery charge as well for wasting my time waiting on deliveries that they knew were not satisfactory.

Business

Response:

Review: Purchased a Koolgel Hybrid mattress set in September and had it delivered several weeks later (our home was being repaired from a recent flood). within about 4 - 6 weeks of sleeping on the bed the mattress developed a bulge at the foot of the mattress. Went to local store ( [redacted]) with photo of the mattress and was told to contact Corp. customer service. Called and CS sent a package in the mail for the mattress review a week later. Returned their form and photos of mattress and box springs as requested by email on 11/**/14. called for status 11/ ** or ** and was told I would hear from someone on [redacted] 12/** They emailed me that they were missing pictures, which I sent again to them. Called on 12/*/14 asking for status. Was told that my claim had been denied due to improper bed frame support. At no time were we told we need Special bed frame and support for their mattress. The frame being used is the same one used for the past 15 years with no issues. (claims we need a center support for a queen mattress), This is the 2nd queen mattress I have purchased in the last 20 years and NEVER heard that a center leg support was needed. The sales person at the store was very much aware that we were replacing an old mattress that had become damaged due repairs being made to our home after a flood, and no mention of the frame support we had nor what would be needed to honor the warranty.

Bottom line they claim the manufacture will not honor their warranty due to the lack of the center support. The mattress is separating, in 4 - 6 weeks of sleeping on it. There are 3 layers to the mattress, bottom - springs, middle - memory form, top cooling gel. the memory form in the middle is coming out at the foot of the mattress. The separating of the layers has nothing to do with the bed frame.

Sleepy's stand is they do not offer warranties. but neither do most department stores, The warranty is issued by the manufacture, but any .respectable retail establishment will honor the products they sell. I do not find this to be true of this company. A $1,000. mattress should not come apart after month of normal use.Desired Settlement: We would like to have this mattress replaced or full refund and removal of this set.

Business

Response:

Case#: [redacted]On November *, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in September 2014 was sagging. Since this was what would be a potential warranty issue, Sleepy’s provided [redacted] with an in-home inspection kit that will assist her with the validation of her warranty claim. Utilizing the photos and measurements supplied by the consumer it revealed the consumers merchandise was in fact up to the manufacturer standards, however; the mattress was being used on a frame with improper support, which is a condition that voids the manufacturer’s warranty. Therefore, pursuant to the terms of the manufacturer’s warranty, we denied [redacted]’s request to replace the merchandise. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states, “Structural damage due to using an improper bed frame or support system or mattress damage due to an inappropriate foundation or support system.” As an accommodation to [redacted], Sleepy’s is offering an employee discount on a new mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). [redacted] may take advantage of this offer in conjunction with employee pricing which reflects a deep discount on the newly selected bedding set of their choice we will provide [redacted]’s with a complimentary frame mimicking the support the manufacture is seeking for their merchandise. Applicable delivery fee will apply. [redacted] may contact me at the contact information provided below to assist with the processing of the accommodation. If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### to further discuss.

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]

The reason we contacted Sleepy's regarding the mattress, was NOT about a sagging mattress, but because the gel was protruding out the front. A photo of the foot of the mattress was sent to Sleepy's along with all the other photos they requested. A copy is attached. Why would an unsatisfied customer ever consider spending more money with Sleepy's to replace a defective mattress? We have no intentions of doing so.Why were we not informed by the installers of any inappropriate support?? Even if they are contracted workers, THEY REPRESENT YOUR FIRM and should have noted the "so-called" problem (which again WAS NOT the basis for our problem anyway)After reading all of the online complaints, it seems Sleepy's spends more energy on finding ways of voiding warranties and trying to get the consumer to spend MORE money, instead of truely making their customers 100% satisfied.

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. We are aware and apologetic of the consumer’s dissatisfaction with the inspectors documented observations. [redacted]’s additional concern of the alleged gel shifting has been brought to the attention of the manufacturer. If the manufacturer opts to extend a courtesy and offer an exchange based on [redacted]’s concern we will reach out to advise the consumer of this accommodation. In the interim the offer of accommodating pricing will remain available for the next thirty (30) days. Since we have reviewed the consumer’s complaint and rebuttal we believe no additional responses are required at this time. If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### to further discuss.

Review: Sleepy's is failing to honor their warrantee on a defective mattress. This mattress is DEFECTIVE and they are trying to get out of replacing it because of claim that there is a 1/4 inch scuff on the side of the mattress. They have provided no proof or evidence of this scuff and are refusing to honor the 10 year warranty. Please note, the website claims the mattress must not have any stains and this mattress doesn't have any stains as evidenced by the fact that we purchased the required stain protector cover and have always had the mattress in this cover. The warranty language does not say anything about minor scuffs. The customer service representative is [redacted] at ###-###-####, who refused to provide any evidence of this supposed stain.Desired Settlement: We want our mattress replaced under the terms of the warranty.

Business

Response:

Case #: [redacted]On November **, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming that the mattress purchased in January 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection revealed that although the merchandise did meet the manufacturer’s standards, however there were apparent stains, thus voiding the manufacturer’s warranty. Pursuant to the terms of the warranty, the [redacted]’s warranty claim was denied. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty, which clearly states conditions that void the warranty to include: “product that is stained, soiled, or found to be in an unsanitary condition” I have enclosed a copy of the warranty for your files. While we do anticipate normal wear and tear of the merchandise it is the consumer’s responsibility to maintain the merchandise in a sanitary condition. During the initial sale the consumer purchased a mattress protector which bears its own warranty; if the consumer experienced mattress protector failure the consumer was to reach out to [redacted] at [redacted] to report the stain in the time frame [redacted] allots. Contrary to the manufacturer’s warranty and Sleepy’s well-established policies, in spite of the visually stained product and the manufacturer’s guidelines 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 required, as an additional accommodation Sleepy’s is willing to absorb half of the [redacted]’s transportation cost in the amount of $49.00. Once replacement merchandise has been selected, an immediate delivery will be scheduled. Since we have attempted to resolve the [redacted]’s complaint we believe that no further responses are required. If you require any additional information or if I can be of further assistance please contact me [redacted] at ###-###-#### or [redacted].

Review: I have been going into sleepy's locations for the last 13 years,purchasing a new mattress set every 2-3 years because the sets are going bad. Every time I have paid more money out of pocket. I have learned that the materials used to make the beds sleepy's produce, are not meant to last unlike the natural products used by others makers. I have contacted sleepy's about giving me a refund so that I may go get a bed up to my standards and where I will not be over paying for a set. I have found a business where I can get items I want at a price that is within reason. After talking with sleepy's for the last month about their lemons for mattress sets. They only want to issue a credit for 2178 and have me pay 1055.87 out of pocket toward a new set without giving me something in writing that state if I need to have the bed replaced within 5 years my money as a whole will be refund to me or the other choice I am willing to take is giving me a set with natural products at the credit price of 2178.Desired Settlement: giving me something in writing that state if I need to have the bed replaced within 5 years my money as a whole will be refund to me or the other choice I am willing to take is giving me a set with natural products at the credit price of 2178.

Business

Response:

Case #: [redacted]On October **, 2014, [redacted] contacted our Customer Service Department claiming the queen size Serta I-Series mattress received from Sleepy’s in January 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the mattress and box spring. The inspection results revealed that the mattress and box spring did not meet the manufacturer’s guidelines and, therefore, were eligible for a warranty exchange. In accordance to the manufacturer’s warranty, [redacted] was eligible for a store credit reflective of the purchase price of the mattress and box spring $2, 000, 93, plus tax. [redacted] had the option to utilize this store credit towards any new mattress/set of equal or greater value. If the new merchandise is of greater value, she will be responsible to pay the difference in price, plus tax. On October **, 2014, [redacted] visited her local showroom 1[redacted] The consumer selected a Simmons Beauty Rest Ultimate firm king size set which retails at $5,699.99. Taking into consideration the consumers invested amount of $2,000.93, plus tax. The Mattress Professional attempted to assist [redacted] with her out of pocket cost. If [redacted] was charged full retail for her selection as policies dictate; her required out of pocket cost would have been $3,699.06. In an effort to assist the consumer obtain her selection; as well as minimize the out of pocket cost the Mattress Professional dramatically reduced the pricing to $2,899.99. By deducting [redacted] approved warranty credit of $2,000.93, plus tax, the consumers required out of pocket cost was $1,055.07. Sleepy’s was surprised to receive this complaint from your office regarding [redacted] request for a refund, considering the dramatic price deduction. At the time of the initial sale [redacted] received a copy of the Sleepy’s No Refund Policy. This language was provided to the consumer along with a copy of the invoice and Sleepy’s established Terms and Conditions; this is also conspicuously posted in our showrooms. In regards to [redacted]’s request of a written letter, indicating she will receive a refund if the newly selected merchandise is found not to be up to the manufacturer standards during future evaluations/inspections. This request cannot be honored; the manufacturer has an affixed Legal Limited Liability Warranty in place for every consumer whom purchases their merchandise. The warranty states in clear and concise language: “If defective in workmanship or material, your Serta mattress and/or foundation will be repaired or replaced (at our option) with charges, as shown on the Serta warranty schedule and exclusive of transportation and inspection cost (see attached).” The manufacturer does not offer consumers refunds, if the consumer has a concern or inquiry in regards to the manufacturer’s construction of the merchandise or materials utilized the consumer can contact the manufacturer directly to inquire. Since we have reviewed the consumer’s concern and are unable to honor her request at this time, we believe no further responses are required. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] ###-###-#### or [redacted]

Consumer

Response:

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

[Your Answer Here]

It is the same answer that was given to me before I contacted your office. I know now that Sleepy's will never return my money and I have no choice after speaking with them but to take a product that will not stand up. I will be going back into Sleepy's every 2-3 years to purchase a new mattress using only the credit amount because to add anymore money would just mean me putting my hard earn cash in the trash. Also I am will aware that the other choice I have is to just walk away with with a lost of money and no mattress set.

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

Sincerely,