Sleepy's

Review: A mattress and box spring combination I purchased from Sleepy's in 2011 was supposed to be warranted for 10 years, but developed a noticeable and uncomfortable bow in the sleeping surface this year. I contacted Sleepy's Warranty Department for resolution and they sent an inspector from BedChek LLC to conduct a home inspection. As a result of the inspection Sleepy's determined that they would not honor the warranty on my mattress claiming that is was not sufficiently supported by my bed frame. Sleepy's claimed that my frame did not have a required support leg in the middle of the bed. The inspector's pictures were taken form such an angle that indeed it was difficult to see that my frame had not one center support leg, but 2 support legs. I took additional pictures and sent them to both BedChek and Sleepy's when I appealed their warranty denial. Even with additional photographic evidence clearly showing my 2 centerline support legs, Sleepy's denied my warranty claim. They claimed that a single support leg in the exact center of the bed was required when even Sleepy's own warranty documentation shows configurations exactly like mine with 2 legs.

The only remedy Sleepy's would offer after dozens of phone calls, and 2 letters from me was to offer what they called "a deep discount" on the purchase of replacement mattress if I chose to buy from them.

So needing bad usable bed to sleep on, I shopped for a replacement and found that their prices was the best and I purchased a replacement mattress, box spring, bed frame and mattress cover from Sleepy's.

My complaint is that I had to spend over $1100 to replace a mattress and bed frame when the mattress should been replaced for free under that terms of the warranty Sleepy's so proudly touts.Desired Settlement: 1) The ultimate outcome for me would be Sleep's refunding the amount I had to pay for the replacement bed system (mattress, box spring, frame). I should not have had to pay anything to replace the defective mattress under their warranty, but to ensure that there was not possible way Sleep's could deny another such claim, I purchased the entire set from them.

2) It is important that their conduct surrounding warranties is lodged as a complaint with the Revdex.com. This conduct, if not illegal, is at least unethical and deserves to be logged as a warning to other consumers who might trust Sleepy's claims.

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. Although the company's offer was not all I had asked for in my complaint, it was fair in my opinion and as a result, I agree they have resolved my concern operating in good faith.

Sincerely,

Review: On 6/**/13, I purchased a twin bed set from Sleepys. I was supposed to pick it up, in person, on 6/**, at a different location. I ended up changing my order to a full set instead. (I never saw the twin set.) I was told I could pick up the full set on 6/**/13. On 6/**/13, my husband & I went to pick it up at the Rt 46 location. I dealt with "**", the only person in the store. I declined the mattress pad right away. ** indicated this on my bill, however I had to press him several times to do so. Next I examined the box spring & mattress through the plastic, in the store. I observed a tear in the bottom of the box spring, where a staple had ripped through it. Next I observed the mattress & found 3 inch long blacks marks on it & stitching that had 2 loops not closed at the end. I expressed my concerns to MO. He fluctuated between telling me "its up to you", to "nothing ever gets returned for this", to "the delivery guys usually handle this". I had **, reluctantly, get on the phone with several Sleepy's people. Eventually I was offered $100 off, then [redacted] the "refund person" offered me everything for $600. I declined the offer from the manager and the lower offer from [redacted]. I left the store with nothing. [redacted] called me on 6/**. I returned his call, on 6/**. [redacted] promised a refund of "$791.77" and said "you will see it in 48-72 hours". He asked about the service I received. I did have issues with the sales people, but I tried to keep it simple and told him about all 3 issues I found wrong. I told him I wasn't interested in "defective" merchandidse. My conversation with [redacted] was on 6/**/13, in the early evening, at ###-###-####. I didn't see any refund after several days, so I called [redacted] on 7/* & 7/*, but never got a call back. On 7/*, I did get a refund for only the mattress pad for about $60. I have not been given the rest of my refund. I tried to call Sleepys a couple more times with literally no answer. I have also put a dispute in with my credit card company, Bank of America. Thank uDesired Settlement: I would like them to refund the rest of the amount to my Bank of America card, as [redacted] had promised on 6/**/13.---Thank you for your time and assistance in this matter. [redacted].

Business

Response:

Review: I purchased two of the same queen mattress sets one for each of my daughters. The mattress set that is for my 10 year old is defected the mattress checker came out and inspected it and told me that it was defected he showed me why it was and showed me by comparing the two that I bought. The coils on the foot of the bed and and side are pushed in they are collaped also, slumped in spots throughout the mattress. The other bed is perfectly straight, my other daughter is 14 and weighs double. The mattresses are only 2 months old. When sleepys called me back to tell me what they found it was the opposite of what the inspector said. They said they don't cover that defect and applying that my daughter must sit on the edges of the bed. The daugher that has no defect mattress is a teenager and is always on her bed and her bed is perfect. They said they would only cover the defected box spring. Then, the rep told me that if I pay another $100.00 plus delivery charges which are another $70.00 they would replace it. Then she told me the inspector should of never told me that it was defected he is not allowed. But, I have 3 witnesses that he did say that and as stated in the beginning showed me why. They kept telling me that it was not sagging enough to exchange it which wasn't the problem at all and the first rep. that I spoke to after I asked to talk to a supervisor hung up on me. I called back and the second rep. said the supervisor was not available and no one has called me back it will be a week on Friday the [redacted].Desired Settlement: I would like the mattress to be replaced along with the boxspring which is also defected.

Business

Response:

Case: [redacted]

Review: GE Capital Bank[redacted]RE: Sleepys Accounts[redacted] and, [redacted]To Whom It May Concern:The bed we purchased (account [redacted]) was faulty and my husband had trouble with his back. We complained and the bed was picked up by your drivers sometime in September. We purchased a new Tempur-pedic bed which cost a little over $2000. That bed is now being billed under account number [redacted].I understood the original bed had at least a 10 year warranty if not 20 years. We have already paid over $350 toward a bed that we no longer own. Please do the research it takes to credit us back the $1304.06 that you say we owe on the bed on account [redacted].We will continue to pay on the Tempur-pedic bed alone.Thank you for your swift resolution of this problem.Sincerely,[redacted] and [redacted]: FileRevdex.com of Morris CountyDesired Settlement: We would like all billing to be credited under account number [redacted] for the bed we no longer have in our possession.

Business

Response:

On May **, 2013, [redacted] purchased from Sleepy’s a Sealy Pocketed Coil king size mattress set, a mattress protector and one king size metal frame, along with an offsite delivery, tax and delivery for a total price of $1637.06, which was financed through GE Money Bank Card Services. Delivery was completed on June *, 2013.

On June **, 2013, the Mattress Professional contacted our Customer Service Department requesting for [redacted] to complete Comfort Exchange, stating the mattress was too soft. [redacted] received her new mattress on June **, 2013.

On September **, 2013, [redacted] returned back to her local showroom to express her discomfort with the Sealy king size mattress. [redacted] was advised of the Satisfaction Assurance Program. The program would allow [redacted] to receive full store credit for the original purchase price paid to use towards bedding of her choice of equal or greater value for a premium fee. Applicable delivery charge would apply as well. [redacted] accepted and selected a Tempur-Pedic Cloud king size set with a difference in total of $2,301.90, which was financed through GE Money Bank Card Services under a different account.

In regards to [redacted]’s complaint, a refund would not be warranted in this case. The store credit applied to the new bedding received would still need to be paid off on the GE Money Bank finance account. We apologize for any inconvenience and as a goodwill gesture we would like to offer [redacted] complimentary pillows. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at [redacted] or email at [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:

ID [redacted]

Dear [redacted]:

I was in receipt of the letter sent by [redacted] of Sleep's and frankly am befuddled by her answer. During the entire buying process my husband and I were besieged with a bait and switch barrage of figures being thrown around. We have no knowledge of a "Comfort Exchange" and were not told of the terms of such an agreement. The total price of the Tempur-pedic bed was about the same amount of $2301.90, so I don't understand how they could have credited us the $1300 we also owe on the 1st account. My husband and I looked at all of the sales receipts and frankly could not understand how they billed us so much. In essence, we are paying almost $4000 for a bed that was marked at a $2300 price on the floor. Please tell me how this works. [redacted]'s answer to my complaint was to hit me up with more rhetoric. Just what was done? Please help.

Thank you so much.

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 only see a credit of $600 dollars on the bill for the new bed. I am getting billed $2000.00 on one bill and 1300 on the other bill, so please tell me how the credit was applied. Are these people not looking at the same thing I am looking at? Total Bill is 3300.00 I am still being billed....not the amount they claim I owe. The bills need to be consolidated into one bill for the amount they say I owe and I will be satisfied.

Thank you. [redacted]

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

Sincerely,

Business

Response:

Case #:

Sleepy’s

is in receipt of the third rebuttal regarding [redacted].

In

response to [redacted]’s request, unfortunately the finance bills cannot be

consolidated. As stated in the original response, [redacted] financed the

bedding under two different/separate account numbers with GE Money Bank Card

Services.

On

February **, 2014, [redacted] spoke with [redacted] in our Customer Care

Department and again it was explained the price paid for the original bedding

was used towards the purchase of the newest Tempur-pedic bedding set. Therefore

she would not be entitled to a refund. [redacted] still dissatisfied advised

she would seek legal counsel at this point and ended the call.

If I

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

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

Review: We had purchased a mattress with the motorized bases and spent $5628.16. Upon multiple delivery issues, we finally received the product. We want to exchange the mattress. We brought a Serta Cool Elegance Supreme Plush Mattress with the motorized bases and it is like sleeping on cinder blocks. Both my husband and I are only sleeping 3 hours a night and tonight my husband is gone to sleep in another bed because he can not deal with it anymore. We went to Sleepy's last night to exchange and they are telling me that with this particular Serta Mattress, I have to keep the mattress for 30 days before I am able to exchange for a new one. We were never told this by the salesperson which was quite surprise themselves when they found out. The salesperson did not know about these new terms and it is also not apart of their etool training which they receive. No where in the Terms of Condition which was shown to us before signing the Verifone and making payment does is say anything about Serta with a 30 day in-home trial. But after you pay and the receipt is printed out, lone and behold there it is on the back of the receipt noted as #9. How come there is no #9 on the website nor the pad on the desk that you are required to read and sign the Verifone with. At the point of purchase and after they have your signature, now a #9 shows up on the receipt which is given to you after you purchased the product. Sleepy's is now saying that they have our signature but our is under false pretenses because this was not the policy they made us read prior to signing the verifone. I have sent Sleepy's the pictures which proves both what is read by the consumer and what is on their website but, they are sticking by what comes out on the receipt. Without my knowledge, they obtained our signature to a clause which was added in on the receipts after we signed the verifone but the clause was never shown to use the consumer upon them wanting us to read the policy. Is this legal?

On line #8, it only talks about Tempurpedic in home trial but nothing about Serta or in clause #7 about mechanical bases. I have even sent a email to [redacted], spoke with one [redacted] who was nasty and unprofessional and did not want to get involved, left a message for another [redacted], spoke with Customer Service and no one is doing anything about it. Today, I post reviews on both Consumer Affairs, [redacted] and [redacted] about them and what they are trying to get away with. The company is very misleading and how they are doing business I believe is legally wrong. They are not disclosing their exchange policies to the consumer prior to receiving their money and you are tied in at that point. I have all the needed pictures from the store of the Terms which you read prior to purchasing the goods and also pictures of their website. I have no course of action but to report this to you. There should be no reason why a company such as Sleepy's to be doing this illegal business to their customers. If it an oversight, they should at least admit their mistake and at this point give me a full refund and pick up their merchandise. I have paperwork and photographs to support my claims. I have pictures of the pad that the salesperson told us to read before signing the Verifone as well as the printed copies and pictures of what they advise as the Satisfaction Assurance Clauses we well as the FAQ Clauses.Desired Settlement: Originally, I was only looking to exchange the mattress and bases and get something that both my husband and I could get a full night rest on. At this point, there are no responses only that they are reviewing it. I don't how long it takes to review something. I am requesting a full refund at this point because I just can not do business with a company such as Sleepy's. How can you trust them after this if a warranty issue comes up?

Consumer

Response:

The business has contacted me since I reported them to your organization and on social media. They have realized that what I have claimed is true and that they have already exchanged my mattress for a new model and credit off some monies for the exchange. They are also looking into how this error has happened internally with their paperwork not being accurate across the board. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a mattress from Sleepy's six months ago and within this time have had the mattress replaced THREE times because each one was deemed defective by third-party vendor. Despite these three separate occasions (each requiring multiple calls to customer service and scheduling with "bed check" to evaluate the mattress) the company is refusing to grant me a refund.

Sleepy's will only give me a credit to replace the mattress, which they now claim only

cost $833. At the time my husband and I purchased the bed, we paid $1700 for the mattress and box spring. We were told that we are be being given the pillows, mattress pad, and delivery free of charge. However, we discovered that this is not the case once we looked at the receipt more closely when we got home--these "free" items were itemized in the receipt, thus reducing the price of the mattress significantly. Since we did not expect to have an issue with the bed, we didn't remedy this poor business practice with the store.

Considering the time and effort of having gone through three separate mattresses, I believe I should be granted a full refund of the complete purchase price. I am willing to return all the items--including the items that they cleaned for free.Desired Settlement: I want a full refund of the $1700 that we originally paid for this bed, as well as the refund for the $100 I was charged for the delivery of the second defective mattress, for a total of $1800

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted]

contacted our Customer Service Department stating the Stearns and Foster king

size mattress received on November **, 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 was defective under the manufacturer’s

warranty guidelines; therefore Sleepy's granted [redacted] an exchange. [redacted] received an even exchange of the same mattress on March **, 2014.

On April *, 2014, after two

weeks of receiving her new mattress, [redacted] contacted our Customer

Service Department stating the mattress was sagging. Since this occurred under

the normal thirty (30) days to have an inspection, Sleepy's arranged for [redacted] to have an even exchange. The new mattress was delivered on April *,

2014.

On May **, 2014, [redacted] contacted our Customer Service Department stating the Stearns and

Foster king size mattress received a month prior was showing signs of visible

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 was defective under the manufacturer’s warranty guidelines; therefore Sleepy's

granted [redacted] an exchange. [redacted] was sent a letter of credit on

June **, 2014.

On June **, 2014, [redacted] contacted our

Customer Service expressing her dissatisfaction regarding the fact the Stearns

and Foster Mattress needed to be replaced once again. [redacted] spoke with a

Supervisor in our Customer Care Department and was informed Sleepy's would

assist with reselection to a possible upgrade, outside of Stearns and Foster. [redacted] expressed she at this point would just like a refund. [redacted] was

advised her request would be reviewed with upper management and would receive a

call back. Upon Sleepy's following up with [redacted], we informed her

request could not be accommodated, since Sleepy's does not have a refund policy

once merchandise is received. Notwithstanding [redacted]’s concerns, Sleepy’s

again offered [redacted] to work with her on reselecting new bedding within a

certain price point in order to accommodate her in not having to spend any more

than she had already invested. [redacted] agreed to look at new bedding

within the price point of $1379.99-$1500.00. [redacted] also asked for an

extension to use her store credit.

On June **, 2014, upon [redacted] returning to her local showroom, the Mattress Professional on staff contacted

our Customer Service Department to inquire on the notes documented on [redacted]’s account and also inform [redacted] had reselected a new mattress. A

Customer Service Representative advised the Mattress Professional due to the

inconvenience of having to replacing another mattress this has caused [redacted];

Sleepy's would work with the pricing on new bedding for her. As long as she

reselected new bedding was in the price range of $1379.99 -$1500.00 we could

accommodate an even exchange. The Mattress Professional informed [redacted]

reselected the Serta I-Series, model #SRIS41 king size mattress which is an

upgraded model which retails outside of the price range advised. For this

particular model [redacted] was informed there would be a price difference.

[redacted] disagreed and filed a complaint with your agency.

Upon [redacted] making her purchase, she received a warranty card attached to her

mattress which clearly states “Stearns and Foster will repair or replace, at

our sole discretion, the defective product in a reasonable period of time

within the 50 United States or Puerto Rico with charges as shown on the

Warranty Schedule and exclusive of transportation and inspection costs. Stearns

and Foster reserves the right to replace the failed product with a product of

equal or higher value, and does not guarantee an exact match to your current

sleep set.” In addition to an invoice which states “No refund will be offered

after delivery, with the exception of partial adjustments in accordance with Sleepy's

Price Guarantee Policy. Sleepy's makes no warranties, representations,

indemnities, or guarantees with respect to the products, whether expressed or

implied, arising by law or otherwise, including without limitation, implied

warranties of merchantability or fitness for a particular purpose.”

In an

effort to resolve [redacted]’s complaint, Sleepy’s can offer an even exchange

to the same Stearns and Foster king size mattress, model #4147 which she is

entitled to under the limited warranty or [redacted] has the option of

reselecting a new mattress and/or box spring and Sleepy’s will assist with

negotiating the pricing on the new bedding. In regards to the Serta king size

mattress [redacted] had already selected, Sleepy's can offer a lower balance

than what was advised prior of $200, plus tax.

Since this should resolve [redacted]’s complaint

we feel no further action is required. 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:

I appreciate [redacted]s detailed response as to what has happened over the last several months. However, she has the details wrong regarding my return to the showroom in June.

After spending more than an hour and a half in the store picking out a new mattress that fell within in the $1379-1500 price range, I attempted to purchase a Serta mattress (which cost $1299) with the store's representative. When he called customer service with the case number I was given, there was no note regarding this increased credit range that the supervisor had supposedly given me. The representative on the phone was incredibly rude and insisted that I only had a credit of $833 and that if I wanted the new mattress, I was going to have to pay the difference!

The alternative was to take a fourth Stern & Foster mattress. Who wants a fourth defective mattress?

Considering the immense time that I have put into this and the fact that all of the mattresses have been defective, I don't understand why I cannot receive a refund. This is costing the company and me time and money--an exception should be made in this case.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

On July **, 2014, a Customer Relations representative spoke with [redacted] regarding the offers made. [redacted] was informed Sleepy’s can

offer an even exchange to the same Stearns and Foster king size mattress, model

#4147 which she is entitled to under the limited warranty or [redacted] has

the option of reselecting a new mattress and/or box spring and Sleepy’s will

assist with negotiating the pricing on the new bedding. In regards to the Serta

king size mattress [redacted] had already selected, Sleepy's can offer a

lower balance than what was advised prior of $200, plus tax. [redacted] was

informed that although Sleepy's doesn’t have a refund policy once the

merchandise has been signed an accepted for, if the accommodation were to be

made it would be for the mattress only. [redacted] advised she would return

to the showroom and call back with specific model numbers. To date, [redacted] has not contacted Sleepy's to advise of her reselection.

If I can be of any further assistance or if you should require additional information, please feel free to

contact [redacted] at [redacted] or ###-###-####.

Review: On October **, 2013, I purchased a mattress, box spring, and pillow from Sleepy's in [redacted] The salesperson explained the return policy for the mattress and box spring at that time, but said nothing about their return policy for the pillow.The mattress and box spring turned out to be fine. But I realized after a few nights the pillow was not suitable for me so I went back to using my old pillow. On November **, I attempted to return the pillow to Sleepy's and was informed they do not accept returns on pillows. I was offered another pillow at a discounted price. So I am now stuck with a pillow that I can't use.Sleepy's should inform customers of their no-return policy on pillows at the time of sale.Desired Settlement: I would be satisfied, an consider this matter resolved, with a refund.

Business

Response:

Case: [redacted]

On

October **, 2013, [redacted] purchased a queen size mattress set and a pillow

from Sleepy’s. At the time of purchase

[redacted] received an invoice containing a statement of Sleepy's No Refund

Policy, which states in clear and concise language “No refund will be offered

after delivery, with the exception of partial adjustments in accordance with

Sleepy's Price Guarantee Policy. Sleepy's

will not refund or exchange opened sheets, pillows or mattress protectors. Merchandise may

only be exchanged in accordance with Sleepy's Satisfaction Assurance.” The No

Refund Policy is also conspicuously posted in Sleepy’s showrooms.

On November

**, 2013, [redacted] returned back to his local showroom in hopes of being

able to return the pillow. Since [redacted] was not able to return or exchange

the opened pillow, he decided to purchase a new one at an accommodating price.

To

ensure customer satisfaction, we would like to offer [redacted] store credit for

the purchase price of his pillow in the amount of $79.99, plus tax to be used

on ANY merchandise of his choice, or we will offer a refund for half of the purchase price of the pillow

in the amount of $39.99, plus tax. Please note the store credit may be

used at any time and will not expire.

We

sincerely apologize for any inconvenience that this has caused [redacted]. If

[redacted] would like to accept either offer, he may contact [redacted] at [redacted] or via email at [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:

A partial refund is inadequate because I have no use for the merchandise (pillow). A store credit is useless to me because at this point I have no intention, at this point, to do any additional business with Sleepy's. I would be satisfied with a full refund, and would consider this matter closed.

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding Case

#: [redacted]

To reiterate the previous offer posed in the initial response; Sleepy’s

has offered to step outside of their policies and procedures and issue store

credit for the purchase price of his pillow in the amount of $79.99, plus tax

to be used on ANY merchandise of his choice, or we will

offer a refund for half of the purchase price of the pillow in the amount of

$39.99, plus tax. Please note the store credit may be used at any time

and will not expire.

If I can be of any further assistance or if you should

require additional information, please feel free to contact [redacted] at [redacted] or ###-###-####.

Consumer

Response:

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

Sincerely,

Review: On October **, 2014 my husband and I went to the [redacted] Mattress Discounters location. We have purchased a mattress from this company before and had a great experience. I can't even begin to state how horrible our experience this time around has been. We went in not expecting to pay a lot but to leave with a mattress due to our mattress had mold on it and I was pregnant at the time.That's where we went wrong we explained to the sales person (Manager) [redacted] that we needed a mattress due to the mold we found on ours and that I was pregnant couldn't sleep on it anymore. Whelp that was a hook line and sink in his eyes.We purchased a mattress costing well over $1400.00 but needless to say we didn't have many options. He talked to us about a credit card which we didn't want due to credit cards already so we got into the [redacted] financing (predatory lending so I've been told). He informed us that based on my husbands income we were approved for $1400.00 the remaining balance we used our bank account for. This is where is gets interesting everything was done on the computer by him we read a 2 page contract and he explained our payments would be 230 something every two weeks. I called the leasing company 2 months ago to my surprise because the item wasn't paid for in 90 days we had to pay a total of $2500.00. And the contract is 5 pages long not 2 pages. I contacted the manager for a good month to get a hold of the district leader that I wanted to speak with him. A month ago I had a client get involved that got through to the district leader which then called me to tell me that he never was informed of my case. It has been a month since I spoke with the DL and he told me that they would pay off the leasing company and give me a refund for what I paid over. Here I am 4 weeks from hearing from him with no answer still paying the leasing company and basically screwed due to an incompetent, lying sales person, and a district leader who seems to not take me serious. We are the ones getting ripped off.Desired Settlement: Refund

At this point not only do I feel we were taking advantage of, we have been lied to on numerous accounts, we were told it would be taking care of a whole month ago I have kept everything in writing when I talked to people, and what I was told would occur. I feel that the leasing company should at least be paid off on their end, and a refund of some sort for the hassle the company has put us through since we will never return to this place again.

Business

Response:

Case #: [redacted]Mattress Discounters is in receipt of your inquiry regarding [redacted]. Upon receipt of this complaint from your office the [redacted]’s account was accessed; and our records indicate they financed the amount of $1,400.00, utilizing [redacted] Finance. There is no record of any outstanding monetary adjustments. On April **, 2015, the consumer contacted our Customer Care Department with request to speak to the District Manager. The store was contacted on the consumer’s behalf advising of the request to speak to the District Manager, the customer was transferred to the store. On April **, 2015, the same day the consumer phoned into Customer Care once again and alleged the Mattress Professional at the time of sale did not divulge to her that [redacted] must be paid within ninety (90) days of financing. The consumer requested another call back from the District Manager. On May *, 2015, an e-mail was sent to the District Manager on the customer’s behalf advising the customer was requesting another call back. In review of the consumer’s complaint and statements of being advised that Mattress Discounter’s will allegedly pay the excess displaying on her finance account is not accommodation that the company offers. In an attempt to assist the consumer the District Manager was contacted on her behalf. While there was no recollection of the alleged offer of Mattress Discounters absorbing any fees related to [redacted] (re: interest, late fees etc.). In the pursuit of Customer Satisfaction the District Manager in that area has agreed to attempt to assist the customer by offering a refund in the amount of $715.00, reducing the cost of the mattress and its value now $514.50. If any future warranty claims are submitted and the consumer is allotted a store credit the values will be as followed: [redacted] Beauty Rest World Class mattress (model #: SI6827) - $514.50[redacted] Beauty Rest World Class box spring (model #0260) - $270.49_________________________________________________________ Total store credit: $ 784.99 The [redacted]’s can utilize the number below to take advantage of this generous offer. If they have any additional question regarding their finance account they can reach [redacted] directly utilizing the below information: [redacted] can be reached directly at [redacted] may be contacted to make payments by: Mail- [redacted]Phone- ###-###-#### ($15 fee)Online- [redacted]Since we have reviewed the [redacted]’s complaint, we believe that no responses are required at that time. If I can be of any further assistance, please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Bought a mattress from Sleepys after being told that if we were not satisfied that we could return them. After receiving them the were not what we thought we were ordering and tried to return them and the company refused.Desired Settlement: For them to take back the mattereses and cancel the financing.

Business

Response:

Case #: [redacted]

On October **, 18 2013, [redacted]

was contacted by Sleepy’ s Resolution Specialist regarding a complaint filed with your office. [redacted] was dissatisfied with the Simmons Recharge Luxury Plush Full Size Mattress

set and Simmons Recharge Luxury Plush Twin Size Mattress set he received on September

**, 2013.

[redacted] was offered a store

credit of 75% of the purchase price to apply towards merchandise of his choose

of equal or great value. He is aware

that if the newly selected merchandise is of greater value he would be

responsible for the difference in price plus tax. [redacted] returned to a Sleepy’s showroom and

selected a Serta Pillowsoft Supreme Plush Full Size set and Serta Pillowsoft

Supreme Plush Twin Size set and paid price difference of $238.87. The exchange

was completed on November **, 2013. [redacted]’s claim has been satisfied. If I can be of any further assistance or, if

you should require additional information please do not hesitate to contact

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

Consumer

Response:

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

It was not to my total satisfaction as the company had made promises to me that they did not keep and draged the matter out to were the mattress factory refused to accept the return of the matresses which ended up costing me more.

Sincerely,

Review: =on 5/*/13I purchased 2 beds from Sleepys( 2 spring boxes+ 2 mattresses) since the first day I got the beds I noticed the noise coming from both the spring boxes and the mattresses.Because I have waaranty for 5 years ,I claimed for exchange.a representative came to my home and wrote a report confirming the noise coming from the box and the mattress however 1-he claimed that one mattress had a stain so that they can avoid the refund however it's obvious that the problem started in the foundation and structure from their factory 2-Sleepys ignored the fact that I got 2 beds from them and only wants to compensate me with around 100$ purchase for one box spring(the problem in 4 pieces:2 box springs and 2 mattresses)not including delivery fees which are around 100 $ or maybe more !!!My mother has been visiting me and she sleeps on one bed and because of lack of sleep she has been admitted recently to [redacted] unit in [redacted].and also she will see orthopedics surgeon for her back due to that uncomfortable bed.Desired Settlement: Refund of the total amount or exchange the product with another not including delivery fess

Business

Response:

Case #:

On May *, 2013, [redacted]

purchased from Sleepy’s two King Koil Ortho Posture firm Euro top twin sets,

two Love My Pillows, two metal bed frames and two queen pillow protectors. At the time of purchase, our sales person

advised [redacted] of Sleepy’s No Refund Policy. [redacted] also received an

invoice containing a statement of Sleepy’s No Refund Policy in clear and

concise language. The No Refund Policy is also conspicuously posted in Sleepy’s

showrooms.

On November *, 2013, [redacted] contacted Sleepy’s Customer Service Department claiming that the

mattress he received in May 2013 was sagging. Since this was what would be

a potential warranty issue, we coordinated for an inspection of the

merchandise. Sleepy’s dispatched a third-party independent inspection company

to [redacted]’ home, and the inspection results revealed the mattress did meet

manufacturer’s standards and box spring did not. The inspector also

concluded that there was apparent stain on the mattress, a condition which

voids the warranty. At the time of delivery, [redacted] received a copy

of the manufacturer’s warranty, which clearly states: “This limited warranty

shall NOT apply to damages resulting from normal wear and tear and existence of

any of the following circumstances shall make the foregoing warranty null and

void.” conditions that void the warranty to include:

“product if found to have been tampered with or misused by the purchaser…if the

product has been physically damaged intentionally or due to accident and or

neglect; including burns, cuts, water damage, stains.”

On November **, 2013, [redacted] was mailed a copy of the inspector’s findings along with detailed photos

and measurements (see attached).

On December **, 2013, Sleepy’s

was surprised to receive this complaint from your office regarding [redacted]

and the stained product. Upon receipt of this complaint our Customer Relations

Department attempted contact with [redacted] where he stated that he was unable

to speak at that time.

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 him to select another bedding set at a deeply

discounted employee price. As an additional accommodation to [redacted] once

the new bedding set has been selected we will provide [redacted] with a

complimentary mattress pad which bears a ten (10) year warranty.

Our offer remains open for the

next thirty days (30). Since we have attempted once again to resolve [redacted]’ complaint, we believe that no further action is required at this time.

If you have any further questions 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:

[Your Answer Here]

Well I can't understand why the business did not reveal the whole truth! it is obvious from the inspection statement that both the mattress and the box don't meet the standard criteria . both of them produce noise and that was the main reason for inspection ; the noise and the unhealthy bed not the sagging! the mattress , even if we accepted it has stain due to neglect, still has major defect in manufacture making it produce noise as the inspector wrote . it is clear that they sold to me unhealthy box and mattress from the start . let me assume that the sets met the criteria from beginning then here is the question : why do sleepys claim to customers that their products warranty last for 5 years when actually their products cannot stand wear and tear of 6 months ?! from May till November?! let me give you example : assume that you bought expired food from a store that hurt your health then that non honest people could dare to say they cannot compensate you coz you used the food? the food as well as the mattress are expired from the very beginning. finally I have to say that the sales lady never told me that there would be no refund ! I am surprised from that response and insist on full refund which will partially compensate me and my family for the lack of sleep and the health hazards we had to suffer from these noisy boxes and harmful noisy mattresses

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]’ rebuttal to reiterate our previous response the offer remains the same.

As an accommodation to [redacted],

Sleepy’s will offer him the opportunity to take advantage of our employee

pricing which will allow him to select another bedding set at a deeply

discounted employee price. As an additional accommodation to [redacted] once

the new bedding set has been selected we will provide [redacted] with a

complimentary mattress pad which bears a ten (10) year warranty.

Our offer will remain open since we

have attempted previously to resolve [redacted]’ complaint; we believe that no

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

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:

[Your Answer Here]

It is obvious that Sleepy's don't care about their customers or even their reputation . I stick to my right to get full refund for the loss they caused to me. Also to protect other customers from further deception

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

Sincerely,

Review: I bought 2 sets of the same mattresses at Sleepy's in [redacted]. I called the 3rd night after we had slept on mattresses. They get a sink hole where your body weight is. I spoke with [redacted] (which was the salesman that sold me the mattresses). I then spoke with his [redacted]. He told me he would see to it that we get a comfortable mattresses to slept on and would not have to pay any more money. Now [redacted] is not returning my emails, calls or calls and emails to his own salesman ([redacted]) that sold them to me. He called about 2 weeks ago and asked if I had a problem with him sending someone out to inspect the mattresses. I told him no, that I do not have a problem with them coming out, they can even sleep on them. I have not had a call to set up this appointment yet. I bought the mattresses on 10/**/14. I have [redacted] and she is **. I do not need this stress. All we wanted was a mattress that we would sleep comfortable on. This has now turned into a stressful nightmare. I would like to talk to the owner of this company but I can't find his phone number. The owner is [redacted] and I think he lives in **. I emailed [redacted] several times and I have done everything they have asked me to do. I would not recommend anyone buying anything from this company. They gave me a tootsie roll and broke my tooth off while in the store and I had to pay $400 more to dentist. I just want a mattress that is comfortable and not defective. The ones we bought cost me $1,251.70, which may not be much money to some people, but we couldn't afford them to start with, but I paid in full when I bought them.Desired Settlement: They say they do not give refunds, but if they are defective, I have a right to a refund and I really don't want another mattress from this company. I have already had to much trouble and stress.

Business

Response:

Case#: [redacted] We have reviewed [redacted]’s claim and are pleased to advise the complaint filed by [redacted] is resolved. On December*, 2014, the [redacted] approved for [redacted] to have both the full and queen size King Koil sets exchanged due to the prolonged length oftime for [redacted] to receive an appointment for the warranty claim submitted. [redacted] received delivery of her new bedding on December*, 2014. 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 ###-###-#### or at [redacted].

Consumer

Response:

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

Sincerely,

Review: On purchased a twin bed for my son in [redacted]. I paid for it with a $300gift card and the remainder on my [redacted]. We were to pick it up in Bethesda, MD as it was for his college apt. Upon arriving at the apt, we realized that he did not need a bed after all and I called Sleepys and canceled the order on August **, 2014. I was told that the refund had to be processed by their accounting dept and that could expect a call within 24 hours. After not receiving a call in 48 hours, I was told that I would get a call within 1-2 hours. I never got that call. I called again about 48 hours later and was advised that the refund had been processed. As they did not speak to me as they told me that they HAD to, I did not have the opportunity to remind them that part of the purchase was made on a [redacted] debit gift card, which I no longer had. Several more phone calls later, operators did not know what to do about my situation and emailed accounting, but never heard back to advise me. After several of these calls, I was told to send a notorized letter stating that I no longer had the ** and that I would like a check refund. I did so immediately on August [redacted]. I was told that I would get a check in about a week. About 10 days later I called back inquiring about the check. The operator wanted to know if I had called to see if they had actually gotten the letter, which was sent to the fax number proviced and included the transaction number. Two more phone calls followed before they verified that they had, indeed received my letter. Now, however, they advised that they could not give me my money because, despite their policy of calling to process a refund, they had gone forward and processed the refund to the debit card and now no longer have the money. THey wanted me to call the debit card and deal with them. As I had no idea what debit card it was or how to contact them, I refused. My position is that Sleepys' made an error, I had no product and no refund. I asked them to pursue it with the bank but to provide the $300 refund to me. Each phone call is an average of 1 hr. and a minimum of 230 minutes. I have lost track of the amount of calls but I have spent 10's of hours on the phone with them. I have gone so far as to get on the phone with the credit card company to assist and also called the agency that gave me the card in an attempt to get the card numbers. It is over a month of this aggravation and I seem to be no closer to a resolution. I would like my money and an additional credit for my time and effort to help Sleepy's fix a mistake caused by their failure to adhere to their own policy. This is not a way to treat a customer. I have been a repeat customer of there's for years. I think that is over for sure!Desired Settlement: A refund and further remuneration for the extensive time that I have had to spend to have Sleepy's provide me with the refund owed. Had I not called, called and followed up, Sleepys would not provide a refund, and in fact, to date, has not.

Business

Response:

Case # [redacted]

On August **, 2014, [redacted] contacted our

Customer Service department to cancel an order that she made on July *, 2014.

She called back on August **, 2014 to follow-up on her cancellation request.

She was informed that her information was forwarded to our cancellations team.

[redacted] called on August **, 2014 to provide the last 4 digits of her

credit card. She called the following day to advise that one of the cards use

was a promotional gift card that was no longer valid. She used an [redacted] credit card and a [redacted] Debit gift card to make her purchase. As

is customary, refunds are made to the original forms of payment. We were

successfully able to issue a refund to the customer’s [redacted] card.

Because the [redacted] was a ‘gift debit card’ we were unable to automatically

issue a refund to the card.

We spoke to the customer on October *, 2014. We

acknowledged that there were a series of errors made when she initially called

to cancel her order. Customer did call us on several occasions before we

identified what we needed to do to process her refund. We were able to provide

her with a transaction code, along with the banking information on September

**, 2014 for her to follow up with the issuing bank. Customer has advised that

she is still waiting on her refund but believes that it is on its way from the

bank.

We offered the customer a set of pillows for the

inconvenience that she experienced. However she declined the offer at this time

but will consider it when she receives her refund. We will follow up with the

customer on October *, 2014. We will update your Agency when we have resolved

her complaint.

In the interim, should you require any additional

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

[redacted].

Consumer

Response:

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

I have still not received my $300 refund. Sleepy's response was false and misleading in that I NEVER provided any credit card information to them as they stated. The error was caused by Sleepy's not following their procedures and processing a refund without contacting me for any information. When I called to cancel the order I was told that Sleepy's would call within 24 hours to process a refund. As they did not call, I called again on August [redacted]. Again, I was told that accounting needed to contact me to process the refund. I was promised a return phone call in 1-2 hours. I never received that call.

I called again another two days later. I was then advised that the refund was processed to my two cards. One was the **, the other was the defunct card, that I would never have told them them to use for a refund. Because they did not call me before they processed the refund as they stated they would, they processed the refund to a defunct card. After tens of hours of phone calls to various operators that were unhelpful, I was given the bank information to call about the refund. I did so. Upon making that phone call, I learned that someone from Sleepy's had called them and falsely claimed to be me in order to get the refund back to Sleepys. After following all of the procedures, I was told that I would be issued a $300 check. I have never received that check. I have not received a follow up phone call from Sleepys on Oct. [redacted] as indicated above.

[Your Answer Here]

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

Sincerely,

Business

Response:

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

We were surprised to receive this rebuttal from your agency considering we were made aware of [redacted]'s pillow selection via his voice mail communication. [redacted]'s pillows one side sleeper and one back pillow has been sent to his residence via parcel and has an arrival date of approximately November **, 2014 (please see attached invoice).

Since we have previously resolved [redacted]'s complaint, we believe no further responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I did not recall leaving a message as to our exact pillow selection. Thank you for the pillows and all is finally resolved in ''only" 3+ months.

Sincerely,

Review: Sleepy's sold me a Sterns and Foster mattress and box spring. The box spring, apparently according to the representative who came to our house to inspect it, is guilty of squeaking loudly. Sterns and Foster agreed to replace the box spring, which satisfies us. Sleepy's wants to charge us $50 to deliver it, which is NOT satisfactory. Sleepy's explains that by oontract it is our responsibility to pay for delivery. We feel that Sleepy's should appeal to Sterns and Foster, not the customer, to make the purchase right.Desired Settlement: Refund the amount we had to place on credit card to get the replacement mattress delivered, approximately $50.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your inquire

regarding [redacted].

As you can understand, and as

detailed to [redacted] on December *, 2013, 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.

Sleepy’s was surprised to receive

this complaint from your office considering [redacted] was not held to the full delivery fee

of $99.99, plus tax as the legal limited liability warranty dictates. [redacted]

delivery charge was reduced to a partial delivery fee of $50.00, in addition we

responded to [redacted]’s Social Media [redacted] as well in which he expressed

his opinion and dissatisfaction in regards to the delivery fee. Due to [redacted] being an extremely valued Sleepy’s consumer and outside of the reduced

delivery fee of $50.00 [redacted] was sent an accommodation pillow as a form of

apology for his dissatisfaction.

Since we have previously resolved

[redacted]’s complaint 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] at ###-###-#### or

Review: Labor Day weekend my wife and I bought a new set of bedding from Sleepy's on [redacted] in [redacted]. We bought just about the best they had, and negotiated a price we were willing to pay. The salesman, wanting to sweeten and close the deal said he'd give us a pair of $130 Tempur-Pedic pillows at half off. We declined, because we have pillows, and told him there's no pillow worth that kind of money. So he said he'd throw them in for nothing. Well, I'll take most anything for nothing so we made the deal, set up delivery for the next Sunday, paid for it all and left. The next Sunday came and we got a call that the drivers only had one pillow, but that they'd get us the other right away. As of today, we still have no pillow after multiple calls. Granted it's only a pillow but it's part of the deal, which is a documented contract. Promise after promise to get us the pillow has come and gone. Calls have not been returned either. The most common reply is 'well, you're not paying for them- you're getting them for free'. Sure they were free, but we never asked for them- they were offered to close the deal, and we still don't have one of them.Desired Settlement: I would simply like the pillow delivered as agreed upon

Business

Response:

Case#: [redacted]

We have reviewed [redacted]’

s claim and are pleased to advise the complaint filed by [redacted] is

resolved. On October *, 2014, a member of our Customer Relations Department

contacted [redacted] to discuss her complaint. Although [redacted] expressed

how dissatisfied she was with her overall experience, she was able to pick up

the pillow from the local showroom.

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 ###-###-#### or at [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 have purchased this full size "kingsdown" brand mattress and matching box spring from sleepy's back on 1/*/2013. It comes with 20 year warranty and paid $2179.99 total ($1905.47 for mattress, rest is for box spring). Since this box spring has become so uncomfortable due to sagging and can not be used as my mom will become disabled if she continues to use it. I called to complain and they sent a home inspection set which included a string with weights and markers to show the indentation and bunch of photos I had to take to show the condition and the support of the mattress. Photos show 1/2" sag but this is a pillow top set so pillow always recovers once you get up. Problem is actually with the inner springs. Sleepys did not accept that there was anything wrong with mattress saying "merchandise up to standards" as it does not show 1 1/2" sagging in the pictures. This is pillow top mattress, pillow top recovers and the problem is with the springs. I looked at the warranty of kingsdown brand and it also says "".... Sagging is defined as a 1 1/2" or greater indention or severe compression of the inner-spring unit...." so they are just using 1 1/2" indention here as guide but the problem is with the inner-spring unit just as it is covered in the warranty and they are not honoring this. They said even if they call for home inspection which would take 3 months of wait time (apparently I don't qualify for this, under what criteria I don't know), inspectors would only repeat the string test and not touch the mattress, press on it, sit on it or lay on it. So they say it serves no purpose here. So, why is that even an option here? Then she goes on saying, in 6 months I can qualify for another inspection and later in the conversation this changed to a year instead of 6 months. So, I have no clue what their standards are, and the fact that my mom is in need of physical therapy as she is sleeping in a V shape is not acceptable. I paid good money to buy an expensive quality mattress and got this plus the aggrevation of them not honoring their warranty and not even wanting to inspect it. This is not right.Desired Settlement: I want this mattress returned and I will pick out another mattress, another brand as an exchange with the same is not trustable in my eyes. Or they can refund my money.

Business

Response:

Case #: [redacted]On November **, 2014, Sleepy’s Customer Service Department was contacted with claims of the mattress and box spring purchased in December 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched a third- party independent inspection company to the [redacted]’s home, and the inspection results revealed that the merchandise met the manufacturer’s guidelines and, therefore, was ineligible for a warranty exchange. Dissatisfied with the results of the inspection and the manufacturer requirements the [redacted]’s filed a complaint with your office. Even though the inspection determined that the mattress was non-defective and no defects observed regarding the inner springs as the consumer is referencing, Sleepy’s has attempted to satisfy the customer by offering her an option of purchasing a set at an employee discount in which [redacted] advised she would visit her local showroom and consider. [redacted] has agreed to follow up with me once a model number has been obtained in regards to a product of interest. In an additional attempt to assist [redacted] with her complaint we also offered: 1. A second opinion inspection. If the results of the inspection deem that the merchandise is not up to the manufacturer’s guidelines, Sleepy’s will arrange to replace the defective item only. Since we have actively attempted to assist the [redacted]’s with resolution we believe that no further responses are required. If [redacted] opts to take advantage of either of the above generous offers she has my e-mail address to reach out to me directly. If you 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]I have read the response and yes I will consider the options but I think we have a misunderstanding here as the response from sleepy's agent says "sleepy's dispatched a third party inspection company to [redacted]'s home and the inspection revealed no warranty issues." This is not true as no one came to my house to look at the mattresses (I actually have two that have problems but since the other one only cost $800, I can't even bother to go through all this). But the reality is no one came to look at the issue in person so they might be under wrong impression here. I just wanted to bring that up as I don't want us to move from wrong information here. If someone wants to come and take a look, I welcome it. I will be in touch with the agent on Monday after we visit the showroom this weekend to see how much a new mattress for my mom would cost as I really want to make sure she is comfortable and healthy without much delay as she is elderly and I can not afford to risk her health.Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your rebuttal regarding [redacted].We were surprised to receive this complaint from your office considering a member of our Customer Relations Department reached out to [redacted] on December **, 2014, to discuss and clarify the offer of accommodating pricing. The consumer was made fully aware of the guidelines, and as a follow up an e-mail communication was sent as confirmation of the conversation. Unfortunately; the previous offers presented of a second inspection or accommodating pricing will remain the same. Also as discussed with the consumer and supported via e-mail once the consumer has obtained a model number she was advised to reach out to me via e-mail for the accommodating price on her selected model. Since we have reviewed the consumer’s rebuttal and our offer and position remains the same we believe no additional responses are required at this time. If you should require additional information of if I can be of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress on 5/**/13 from sleepys in [redacted] store. We were given a lifetime warranty on the mattress. After a few times of sleeping on it, we noticed a severe defect in the mattress. We notified sleepys and they assured us it would be inspected by a company called bedcheck and replaced if it was defected. ( also could not have any stains on it) why do they resell it after use? Yuck? The inspector from Bedcheck came and issued a report to sleepys that the mattress was indeed defective and sent a report to sleepys for a full credit. We were charged a 100.00 fee for delivery of our new mattress even though they had to take back the defective one at the same time. When we went to the store to select the replacement we were told by the salesamn that corporate would remove the charge that we needed to conrtact them. Which I did and they agreed to. However after the non issue of credit on our credit card I again notified them and they stated they had no record of the call. ( how convenient) and absolutely refused to issue us the credit promised. If I would have know they were going to pull this I would have put the mattress in my truck and took it home. I find it unfair that they are charging us for delivery on a mattress that was defective and they had to pick it up anyway. I will never purchase a mattress from them again. They not only do not stand by their product but charge the customer for it!Desired Settlement: Refund

Consumer

Response:

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

Sincerely,

Sleepy's delivered a frozen mattress that would not fit into my residence and then on their second attempt to deliver a new, thawed mattress they did not arrive at the specified time. It took 6 phone calls and 8 hours for anyone to respond to my request for a full refund. Every interaction with Sleepy's employees was awful. Do not buy from Sleepy's unless you want the headaches that come with poor service and delivery.

Review: My mattress broke and I was sleeping in a whole and was quite uncomfortable. Since I was moving I did not want to take the broken mattress with me. It was an expensive purchase, I was trying to figure out how I was going to afford another mattress and the additional costs of moving. I decided to go to the place where I originally bought the mattress to inquire about a possible warranty. It seemed to me that the mattress should have lasted more than I had it. I was happy when the sales person told me I could get a replacement and gave me a number to have an inspection done. I spoke to the inspector and he agreed that I would get a replacement. At the time he gave me no other information or anything in writing just a phone call. My new task was now to go to Sleepy's and get a new mattress for the one that was declared broken and being replaced. I left the home in July and with the mattress broken and getting the okay that it would be replaced I left the carcass behind glad that I would not have to spend money I did not have to move it. I just took my clothes and my kids and some of their things. As of that time, I've been sleeping on an air mattress on the floor. When I finally was gifted some bedroom furniture, I went to the store to choose the new mattress. I spoke to a salesperson who was shocked that I had been sleeping on the floor since July. I told him the story because I was looking forward to actually sleeping comfortably. At some point one would think he would mention something about a removal but nothing. I also changed my address with him on the computer to arrange deliver and again nothing. Finally the truck drivers called me on my phone I believe they came earlier than expected so I said give me a minute to get dressed and I'll let them in. They insisted that they did not have the time to wait and that they had to do other pick up and deliveries. At that time I told them well I don't have anything to pick up and that I'm just getting a replacement. I was dressed and went downstairs to let them in the building. When I got there they told me that they would not give me my mattress because they called Sleepy's and they were not authorized to give me my mattress. Sleepy's also called me and that day was the first time I heard this mentioned. Once the mattress was declared to be going to be replaced by your company no one will think to keep sleeping on it or keeping a broken mattress around. How cruel to have someone see their mattress that is paid for and then drive away with it. I read my receipt, the Satisfaction Assurance section is the only place that requires the consumer to produce the defective product for exchange and that's for a twenty one day period and no later. Sleepy's is not honoring their claim they even took more mony from me because the new mattress cost more as the other one was discontinued. I honestly feel like my mattress is being held hostage at this point. I have received zero communication from Sleepy's except an email inviting me to their black Friday sale. I made a second trip to the store to talk to someone and after listening they said that there is nothing they could do at the store to help me get my mattress. At that point after waiting since November **, 2014, and receiving not one follow up call from Sleepy's this is my only recourse.Desired Settlement: I want the mattress that I paid for to be ecased in an intact plastic case and delivered to me in a clean truck.

Business

Response:

Case: [redacted]On January **, 2013, [redacted] purchased a Carolina Mattress Radiant queen size mattress set, along with a mattress protector. All merchandise was delivered on March* , 2013.On July **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress 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 both the mattress and box spring met the manufacturer’s standards and therefore qualified for an exchange. On August *, 2014 [redacted] contacted our Customer Service Department to inquire on the results for the recent warranty inspection. [redacted] was informed her queen size mattress and box spring were considered defective and eligible to be exchanged. On November **, 2014, [redacted] returned to her local showroom toreselect new bedding. Delivery was scheduled for November **, 2014. Upon delivery on November **, 2014, the delivery drivers contacted Sleepy’s Delivery Support Department stating [redacted] did not have the Carolina queen sizemattress and box spring in order to do the exchange. At that point a representative contacted [redacted] to confirm. [redacted] informed she left the old bedding at her previous residence. Sleepy’s informed [redacted] was informed without the old bedding, which is required to go back to the Manufacturer, the exchange could not be completed. [redacted] made the claim of never being advised the old bedding would need to be in her possession in orderto have an exchange. Dissatisfied with the outcome, [redacted] filed a complaint with your agency.Upon receipt of [redacted]‘s complaint filed with your agency, a representative from our Customer Relations Department followed up with [redacted], however she wasn’t able to speak at the time and informed she wished for the agency to handle the complaint. In an effort to resolve [redacted]’s complaint, Sleepy's will offer partial store credit in the amount of $286.70, plus tax to be used on ANY new bedding of her choice along with a discount on the new bedding. As we take these complaints very seriously, 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: On September [redacted], 2013 I purchased a queen split box spring because the box spring I purchased from Sleepy's did not fit up the stairwell. They sent the box springs...however, they are not the same. Of the two I received, they are different in color and one of them seemed to be very noisy. I have filed a claim without a result. All I'm asking is for this company to replace the box springs and stop giving me the blues.Desired Settlement: Replace the box springs

Business

Response:

Case #:[redacted]

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

claiming that the mattress received in September 2013 was sagging. Since

this was what would be a potential warranty issue, we coordinated for an

inspection of the merchandise. Sleepy’s dispatched a third-party independent

inspection company to [redacted]’s home, and the inspection results revealed that

the mattress had a stain, which voids the manufacturer’s warranty and the split

box springs were defective. The framing system that he had was also improper

due to missing legs underneath the slats.

Upon receipt of [redacted]’s complaint, our Customer Relations Department contacted

[redacted] to further discuss his complaint. In an effort to resolve [redacted]’s complaint, Sleepy’s has offered

him an exchange of the split box springs along with a bed beam and mattress at

an accommodation price.

Since we have resolved [redacted]’s complaint, we feel that no other action should be taken at this

time. If you should have further questions you may contact [redacted] at ###-###-#### or [redacted].

Review: I agreed to pay a 109 dollar deposit to hold a sale price.

I found an item I preferred elsewhere, so I cancelled with the expectation

that I would be refunded. I was told I would be. I made three requests. To date I have not been refunded.Desired Settlement: Refund.

Business

Response:

Case# [redacted]

On May *, 2014, [redacted]ut down a deposit of $109.00 on an Enso queen size

mattress set. On May **, 2014, [redacted] contacted Sleepy’s Customer Service

Department stating she found similar bedding at a competitor and would like to

cancel her order and receive a refund on her deposit. On behalf of [redacted],

an email was sent to the [redacted] and [redacted] with the

request of a follow up call for [redacted].

Upon receipt of the claim filed with your office, [redacted] had yet to receive her

refund and had also filed a chargeback with her credit company. A Customer Relations Representative partnered

with our Accounting Department regarding the delay in the refund as well as the

chargeback filed. Our Accounting Department accepted the chargeback and [redacted] received her refund on June **, 2014.

Since we have resolved the complaint to the customer’s satisfaction, we believe that no further action is required at this time.

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

Consumer

Response:

Although I accept the business's response, I have to say that they never

contacted me. I only know the issue was resolved because the Revdex.com sent

me a copy of Sleepy's' email. In fact, Sleepy's did not refund me. My

credit card company charged-back the business and the business did not

object.

Although I accept the business's response, I have to say that they never

contacted me. I only know the issue was resolved because the Revdex.com sent

me a copy of Sleepy's' email. In fact, Sleepy's did not refund me. My

credit card company charged-back the business and the business did not

object.

Although I do accept the resolution, it should be noted that Sleepy's never did refund me. My credit card company refunded me and Sleepy's did not object. This is a poor way to do business. Sleepy's never contacted me. I only know that Sleepy's accepted the ''charge back'' because the Revdex.com sent me a copy of Sleepy's' email. I am copying Sleepy's on this email.

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,

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,

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,

Jill Melamed