Sleepy's Reviews (607)
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Sleepy's Rating
Description: MATTRESSES, BEDDING, FURNITURE-RETAIL
Address: 1000 South Oyster Bay Road, Hicksville, New York, United States, 11801
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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 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: 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: 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: 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: 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: 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: 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 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: 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 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: - 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: 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: I originally purchased a king size mattress and box spring set from Sleepy's in January 2014. After sleeping on it for 12 nights, we decided to return the mattress as there were large humps running the width of the bed, as well as large depressions. We were able to utilize their "21 night comfort guarantee" where they would pick up our 12 day old mattress and deliver us the same, new mattress free of charge. After delivery of the second mattress we slept on it for about 19 nights and decided to call again, as the bumps and depressions were much worse than on the first mattress. Sleepy's customer service said that we could once again exchange for the same mattress free of charge. When I stated that we were not willing to try a third same mattress, they said they would take it away for a $175 disposal fee plus a $100 delivery fee and issue a store credit for the money that remained. I was not satisfied with this, so I was told that if I thought it was a warranty issue with the bed itself, I'd have to wait until 28 nights total had passed and I could file a warranty claim, although if I did that then I would be forgoing being able to return it at all if it did not turn out to be a warranty issue, since 21 days would have already passed.
I decided to wait the 28 days and then called to file a warranty claim in early March. I was told I would be contacted by Mattress Marshalls, the company who investigated their warranty claims, within 48 hours. Four days later when I was not contacted, I called Mattress Marshalls myself. The person whom I spoke with told me that if his technician didn't call me back that night that I should call him back and he would "break his neck". The technician did not call, so I once again called Mattress Marshalls the following day. Later that day a technician called and set up an appointment to look at the bed on March **. On March ** I got a voicemail from another Mattress Marshalls technician telling me he wanted to set up an appointment for April *. I returned the call and left a voicemail stating that I already had an appointment for the following morning. The March ** appointment window came and went with no word. When I called Sleepy's customer service center that afternoon, they stated they never had an appointment in their system for March ** but they did have one for April *. I told them April * would not work. A few days later someone else called from Mattress Marshall to set up another appointment. He said there was no documentation of an appointment ever on March **. I did set up an appointment for April ** and a technician did come out and find the bed to be defective according to what she saw, but Sleepy's would have the final say. (This was the only person I had contact with in Mattress Marshalls who acted professional)
On April ** I received a credit memo from Sleepy's stating that they would credit us the $1269.99 for the mattress set plus tax.
We went to pick out a new bed on April **. After the unprofessional service we had received thus far, we did not want to spend a cent more on a bed at Sleepy's and were looking for beds that were the same price. After questioning the salesperson on prices she was quoting that were different from prices on the tags, she began to explain Sleepy's convoluted pricing structure, which sounded unfair and dishonest. Basically she said that since we were using store credit, they could not give us the sale price and we'd have to pay full retail. That alone caused all of the beds we looked at that were similar in price to the one we originally bought to cost use several hundred dollars more out of pocket on top of our store credit. After well over an hour in the store with the salesperson on the phone whispering to whomever, she came up with a price of $100 we'd have to pay on top of our credit. We decided to take the offer in writing, as they will hold it for 14 days. Once we got home I tried to call my credit card company to see if they could reverse the charges as we were extremely dissatisfied. They said that since the charge had cleared over 60 days ago they couldn't do anything. If not for being forced to wait to file the warranty claim as well as the dishonestly and unprofessionalism of the warranty company employed by Sleepy's, we would have been under 60 days and could have filed this with the credit card company. Now we are stuck with Sleepy's and paying $100 more for a mattress we don't even want.Desired Settlement: I want my credit card refunded so I can deal with an honest company
Business
Response:
Case #: [redacted]
On January **, 2014, [redacted] purchased a Carolina Mattress Guild king size mattress and two split
king size box springs. The delivery was completed on January **, 2014.
On March *, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the Carolina king
size mattress and box springs, had a visual 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 and box springs did not meet the manufacturer’s standards;
and therefore, were eligible for a warranty exchange. Pursuant to the terms of the warranty,
Sleepy’s honored [redacted]’s request to
replace the merchandise. During the reselection process in the showroom
the lowest advertised price on the new product was not honored.
On April **, 2014, the Customer Relations Department of Sleepy’s spoke with [redacted] and informed her
that although the new Simmons he reselected is not considered a direct
replacement for her current mattress, Sleepy’s could reduce the price
difference lower than advised in the showroom.
Since we have resolved [redacted]’s complaint to her satisfaction we believe no further action is
necessary. If there should be any further questions or concerns, 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: 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: The system Sleepy's service technician uses only measures for depressions with no one laying on the bed. This method uses a string and does not work. There can be problems that are below the surface that can only react to weight on the bed. The bed sinks in way too much when I lay on it. I am a small person 5"4 and 118 pounds. When I lay on the bed I end up sinking into a position that is like a V. This is not comfortable at all and is starting to bother my side, back, stomach and neck.
When I bought the bed it had a 5 year warranty. The tags on the bed also state that the bed has a 5 year warranty. This is using a letter system marked on the tag and going to the chart on Sleepy's website. The description on Sleepy's website at time of purchase also said 5 years. I have a snap shot of this description on their webpage as proof.
Now they have redesigned the bed and the website says it has a 10 year warranty. I use the word redesigned because that is what the woman at Sleepy's 800 number said. "They redesigned the model." I recorded that phone conversation should anyone want to hear it.
Now why would they redesign the model unless there were problems with it? I would also like to point out that 5 or 10 years both use the same style number. I think that's very important for you the Revdex.com to know.
I did go into to the store to see the redesigned model. This bed is very different from mine. To the point that I didn't recognize it. I was only able to recognize it by the fabric pattern.
Now we come to the problem of the mattress tag. The woman at the 800 number said my bed had a 10 year warranty in their computer. The tag on the bed says it has a 5 year warranty. I find this highly suspicious. I am quite certain if I had problem after the 5 year warranty expired they would go by the mattress tag and my claim would be denied because of the tags on the bed.
I would like Sleepy's to refund the full price I paid for this mattress $573.04.Desired Settlement: I would like Sleepy's to refund the full price I paid for this mattress $573.04. I do not want a replacement or a store credit. I do not trust them since they changed my warranty within their computer system from 5 to 10.
Business
Response:
Case #: [redacted]
Sleepy’s is in receipt of your inquiry regarding [redacted].
On September **, 2014[redacted]’s contacted our Customer Service Department claiming that the mattress delivered to him in March 2014 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:
1. 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. [redacted] may contact me directly at the number listed below to take advantage of this accommodation.
OR
2. Due to the manufacturer allowing one inspection per calendar year, an in-home inspection kit can be offered in January 2015. The in-home inspection kit will allow the consumer to capture and depict he areas of their concern. If the consumer opts to take advantage of this offer; she can contact me utilizing the number below and the kit will be processed and sent out in early January.
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:
The first offer of "deep discount" on another mattress is really not much of an offer. It is half off another mattress. I took into consideration that the half off amount will now include the (1) the price of the original bed, (2) the original delivery, (3) they require you pay a new delivery fee, (4) you will pay NYS tax on the entire price of the new bed, (5) bear in mind the amount of tax paid on the original bed, (6) they take the defective bed. There will be very little of the half off percent left for the customer. It actually increases the price of the original sale. I was told by [redacted] not to pick the same bed and to pick a different brand entirely. She felt that the same thing would happen to the next bed in few months and did not want to have be dealing with me again about the same problem. (I have the conversation recorded) All this really says to me is they know that this particular bed has had problems. That is why they changed how they manufactured the bed. I have the previous model before they changed how they manufactured it.
The second offer would require me to wait till January. The bed is unfit to sleep in as it has gotten worse. I have been left to sleep on my couch. I am a handicapped person and this not an acceptable place to sleep.
My original complaint was that I was having problems with the model sinking in way too much when I laid down on the bed. I could under stand the bed sinking if I was heavier that 118. It has very little to do with surface indentations measured with on one sleeping in the bed. I believe that the bed has something wrong with it internally. I know that Sleepy's is now selling a new and improved model. I was told that when I first called the 800 number. I can not understand why they would not refund this bed under those circumstances. I believe that that is why [redacted] did not want me to pick the same bed. They know the model has problems.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: On Monday October **, 2013 I walked into a sleepys location located at the Cumberland mall in [redacted]. In there I spoke to a sales rep named [redacted] was very helpful and courteous and sold me a king size tempor pedic bed with the additional accessories. When purchasing this bed [redacted] informed me I would have 60 months no interest financing with this purchase. Delivery went smooth and I was happy. Then I started looking over the paperwork [redacted] gave me. I noticed that I was not signed up for 60 months of financing, but 24 months. That is when I called corporate on 10/**/14 to speak with [redacted]. Again she was very professional and let me know that the financing department was not in at the moment due to the late hour I called. She then preceded to tell me that she will email them and call me back in a few days when she hears back. The following day I received a generic voicemail from [redacted] to call her back. Later when I was able to do so she was not available and I spoke with another lady who only informed me that an email was sent by [redacted] to fix my financing. a few days later on 10/**/14 I spoke with a gentleman named [redacted] told me that everything looks good and when I received my first bill in the mail it will show my updated financing. The next week I received my bill in the mail and it was incorrect. I was still signed up for the 24 month financing not the 60 month like I had been promised multiple times. When I had a chance a few days later on I believe 11/*/14 I spoke with a [redacted] who informed me that my financing takes a billing cycle to change. Also he asked me to call the credit card synchrony where the lady there was very ignorant to what was going on. She then preceded to tell me that they will wave any late fees and to send a partial payment and when I asked how that will affect my credit she told me that they will submit it as a partial payment. I was not happy with this response She told me she was going to transfer me to a supervisor then hung up on me. Not happy about that I called [redacted] back and he told me again due to the hour of me calling the financing department was not there and he contacted his supervisor I believe his name was [redacted] had [redacted] inform me that he was going to get to the bot[redacted] of this and call me the next day. I never received a call from [redacted], even after I called and left a message for him on Thursday the [redacted]. I am very upset because I love the mattress [redacted] sold me, but I have been telling everyone all along I can not afford the payments for 24 months. that is why I signed up for 60 months. My bill is due in the next couple of days and I had to borrow money from a friend so I can make the payment I can not afford thanks to the "ONLY mattress Professionals". The fact it has been almost a month and several representatives to me not being anywhere is a testament to the poor customer service they offer.Desired Settlement: I would like to have my financing fixed to what I was qualified for and promised. Also, After all my time and aggravation I feel some type of bill credit should be applied. I will NOT accept a giftcard!
Business
Response:
Case #: [redacted]On October **, 2014, [redacted] purchased from Sleepy’s a Tempur-pedic Cloud Supreme king mattress set, a king size mattress protector and a king size bedframe. The grand total came to $3704.24. The order was financed through Synchrony Financial Services, formerly known as GE Money Bank Card Services. At the time of purchase, [redacted] signed the financing plan agreeing to, "Equal Payments No Interest until January 2017”. On October **, 2014, [redacted] contacted our Customer Service Department with concerns regarding the promotion terms of his financing. [redacted] advised while looking at his paperwork, he noticed the promotion term was for only 24 months and claims he was offered have 60 months based on the sales promotion at the time. During the time when [redacted] made his purchase, the financing promotion running was 60 MONTH INTEREST FREE FINANCING WITH ANY TEMPUR-PEDIC PURCHASE OF $2549 AND HIGHER. Sleepy's informed [redacted] a request would be sent to our Accounting Department to have Synchrony modify the promotion code. On October **, 2014, [redacted] contacted our Customer Service Department to follow up on the inquiry regarding the correction to his financing account. [redacted] was advised the modification request was sent to Synchrony and should reflect on his next statement. On November *, 2014, [redacted] contacted our Customer Service Department stating the statement he received still reflects the 24 month promotion. [redacted] was asked to contact Synchrony to confirm if the payment schedule was changed to 60 months since the request was sent to Synchrony for the modification. Unfortunately, once Sleepy's makes the request to Synchrony for any kind of change to a customer’s financing account, a reply is not received. Synchrony will adjust the customer’s accordingly on their end.On November *, 2014, [redacted] contacted our Customer Service Department requesting to speak to a Supervisor. [redacted] expressed that his new statement still did not reflect the correct promotion term and that he contacted Synchrony without any success on getting resolution. The Customer Care Supervisor informed [redacted], he would follow up with our Accounting Department and the [redacted]. Upon the Supervisor’s inquiry, the [redacted] validated the finance promotion that [redacted]’s account should reflect; therefore our Accounting Department once again sent the request to Synchrony to have the necessary change made. Depending on when [redacted] receives his statements, the change can take up to 1-2 billings cycles to reflect. We apologize for the inconvenience and believe that no further action is required at this time. If you should have any question, please feel free 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:
I am extremely dissatisfied with this response. When Sleepys has a consumer sign for financing, you are using just a signature pad. These signature pads have no information on them. As a consumer I had to go off of the word the sales associate gives me. At that time the sales associate told me I was signing for 60 months. On one of my many calls , before my first bill was issued, I spoke with a representative named [redacted] (10/**/2014). Who Specifically told me that I was going to have my financing rectified by my first bill. The fact that Sleepys Associates have lied to me on several instances as well as caused me to have to waste my time and effort for this dilemma to be corrected is why I am rejecting their response.
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 Case # [redacted]. As stated in our original response, Sleepy’s Accounting Department sent the request to Synchrony to have the necessary change made. Depending on when [redacted] receives his statements, the change can take up to 1-2 billings cycles to reflect. We apologize for the inconvenience and believe that no further action is required at this time. If you should have any question, please feel free 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:
I do not accept an apology for the ignorance of the associates as well as the lackluster lackadaisical approach their consumer relations takes upon handling their disputes. It is unfair for me as a consumer to call and not have this taken care of in a timely manner. The fact there is "no confirmation" of the financing be changed, when an email is sent to them, is a little ridiculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: On July [redacted] weekend I bought a mattress in the [redacted] store. I had it delivered on August [redacted] as that is the day we closed on our new home. Within 30 days the mattress became defective and started forming lumps that were very uncomfortable. I called Sleepy's and within a week they had another mattress sent out. About two weeks into having the new mattress it started to do the same thing and is very uncomfortable to sleep on. I contacted the warranty department and told them my issue. They told me that they need to send me a packet so that I can measure all types of things and take pictures and send it. I do not think that this is fair. I paid for a product that I expected to be comfortable.Desired Settlement: I would like to go to a sleepy's near me and pick out a new mattress as I feel that having two of the same mattress already and having the same problem does not give me a good feeling. I would like to pick out a different mattress that will last longer and will not cause me problems.
Business
Response:
Case #: [redacted]On August**, 2014, our Customer Care Department was contacted with claims of the mattress delivered August*, 2014, to be bulging. As a courtesy to the consumer an exchange was coordinated and completed on August**, 2014. On October**, 2014, our Customer Care Department was contacted by [redacted] with claims of the mattress delivered August*, 2014, was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer which enabled the consumer to capture and depict the areas of their concern. We are currently awaiting the consumer’s submission of the information. In an effort to assist the consumer with an immediate resolve we can offer the consumer the opportunity to take advantage of our Satisfaction Assurance plus program. This program bears a fee of $129.00, which will enable the consumer a store credit reflective of the amount she invested in the mattress $642.33. The issued store credit will extend the consumer the option of reselecting a new set of bedding. To assist the consumer with clarity of the posed offers a member of our Consumer Relations Department reached out to discuss the concern, a detailed message was left. An immediate call back was received from the consumer where the concern and options were discussed; [redacted] expressed her disagreement with the in-home inspection kit process and requested an inspection to be performed by the third-party independent inspection company. The consumer’s requested has been honored an third-party independent inspection has been coordinated; [redacted] will be contacted by [redacted] within five to seven (5-7) business days to coordinate a date and time for the inspection. Since we have actively assisted [redacted], we believe that no further responses are required at this time. If you have any further questions please contact me at [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,