Sleepy's

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: 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: 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: 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: We purchased a Simmons "recharge" mattress with boxspring on 12/**/13. Within the the first month, the mattress began to sag greatly. We contacted them and they exchanged the mattress only with the same model with no issues or cost and extended the 30 day return policy. This exchanged mattress also began to sag, but by the time it was apparent, it was just past the 30 day return period (33 days). So an inspector was sent out who deemed the mattress faulty and a full credit of $756.09 for the mattress only was issued on 3/*/14. (This credit must be redeemed within 14 days which is tomorrow). When we went to the store to select a new mattress, we selected one higher cost model, Sterns and foster for about $300 more, and one lower cost model, Sealy SE5710, which is about $300 less than our purchased mattress. We will not purchase another Simmons from Sleepy's as it is proven to be a faulty substandard product. Sleepys said that they will exchange the lesser cost Sealy as "an even exchange", even though it's $300 less. Also, they will not take back the box spring from the original purchase even though it is useless to us without the Simmons mattress because we'd have to purchase the Sealy boxspring to have a warranty on that mattress....and as Sleepy's has showed us, it is most important to have a warranty.

The above position from Sleepy's was explained during a call to a Sleepy's customer service representative, [redacted] on Friday night, 3/**/14, from a Sleepy's store in [redacted] The customer service representative would not yield to any offer to settle the matter amicably.

The failure of the current Simmons mattress is causing loss of sleep, loss of quality of sleep, as well as body aches and pains. Not to mention the extreme loss of time in attempting to remedy the situation.Desired Settlement: A full refund would be acceptable as we do not feel comfortable dealing with Sleepy's anymore and we have no confidence in their Products. Otherwise, we would like a refund for the cost difference between the purchased Simmons and selected Sealy...this is about $300. and delivery of the new Sealy with box spring should be free, no charge. Warranty terms should also be extended.

Business

Response:

Case #: [redacted]

On December **, 2013, [redacted] purchased a Simmons Beauty Rest Recharge queen size mattress set along with a

full/queen size frame. [redacted] received delivery on December **, 2013.

On January **, 2014, [redacted] returned to his local showroom stating the Simmons queen mattress was

showing signs of visible sagging. The Mattress Professional contacted our

Warranty Support Department and arranged for [redacted] to receive an even

exchange since the merchandise has been in the residence less than thirty (30)

days. Delivery was completed on January **, 2014.

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

Department claiming that the Simmons queen size mattress was visibly 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 did not meet the manufacturer’s standards and the box spring

did meet the manufacturer’s standards, therefore, the Simmons queen mattress

was eligible for a warranty exchange only.

A letter of credit was mailed to [redacted] on March *, 2014.

On March *, 2014, [redacted] returned to his local showroom to facilitate a warranty exchange. [redacted]

chose another Simmons queen size mattress of greater value. [redacted] was

informed he had to pay the difference in price as well as a delivery charge

which was reduced from the standard $99.99 to $59.99.

On March **, 2014, [redacted] contacted Sleepy’s Customer Service to express his dissatisfaction

with having to pay the balance. [redacted] was offered a different Simmons model that could be offered as an

even exchange or the option of reselecting outside of Simmons to a different

manufacturer.

On March **, 2014, [redacted] once again contacted Sleepy’s Customer Service to express his

dissatisfaction with amount of credit being given since the box springs met the

manufacturer’s standards. Upon delivery, [redacted] received a warranty

booklet, which clearly outlines the manufacturer’s limited warranty. A

stipulation in the warranty under “What is Covered” states, “Replacement of one

piece does not automatically result in the replacement of the other piece.” [redacted] decided to call back the following week to discuss the matter with a

[redacted].

On March 17, 2014, Mr. Larrabure spoke with a manager in our Customer Service Department and was

advised the warranty covers the item found defective only. [redacted]

advised he liked a set from a different manufacturer. Contrary to the manufacturer’s warranty and Sleepy’s

well-established policies, but as an accommodation to [redacted] we

contacted Simmons Bedding Company and provided them a copy of the inspection

results. Simmons agreed to replace [redacted]’s box spring as a courtesy.

[redacted] selected another queen size set manufactured by Sealy and received his delivery on March 25,

2014.

Since we have resolved [redacted]’s complaint to his satisfaction we believe no further action is necessary. If

there should be any further questions or concerns, please contact Alicia Van

Exel at (516) 861-7210 or [email protected].

Review: There are two primary issues I have with Sleepy's The Mattress Professionals. First there was a misrepresentation issue, and second, the mattress that they delivered to me is defective and they are refusing to give me a refund.

The misrepresentation (which may also be deceptive advertising) is in that they promised their beds contain "cool gel" memory foam. I am familiar with memory foam and I hate it, and I told the salespeople that I hate it and they promised me that the "cool gel" memory foam is different. After I got the mattress I found that the mattress is extremely hot to sleep on. I tried it with and without the waterproof cover, as suggested by the saleslady and it made no difference. It is so uncomfortably hot that I would wake up in the night. (no other mattress that I sleep on has this issue and I've never had this issue in the past, EXCEPT when I'm sleeping on a memory foam mattress.) They want to exchange the mattress for another one under their "comfort guarantee" BUT they do not make a mattress without memory foam. I went to every single Sleepy's store in my area--4 of them--and non had a mattress without memory foam and I was told repeatedly by different salespeople that there is nothing without memory foam. So that is one reason that an exchange is unacceptable.

The first night I slept on the mattress I found myself gradually migrating toward the head of the bed until my head hit the headboard! Naturally this woke me up. It happened repeatedly and was very puzzling to me as I did not notice anything visibly wrong with the mattress. The same thing happened to my partner. We kept the coverings on the mattress until the Bed Check person that Sleepy's sent to inspect the mattress arrived out of fear that any small stain would get on the mattress. (I've read many complaints about warranties being denied because of small stains) After she arrived we took the bedding off the mattress and I was shocked to see a significant slope in the mattress toward the head of the bed, visible to the naked eye. It was not evident with the bedding on, not until I really looked at the mattress could I see it sloping toward the head and one corner. Our warranty claim was denied on the grounds that there was not a 1 1/2 inch difference in the level of the mattress. 1 1/2 inches is a huge difference!! and it's normally applied to body compression--sag in the middle of the mattress after people have been sleeping on it for some time. We have only slept on this mattress for 2 nights. That's all I could tolerate as it also, besides making me hot and hit my head, makes my back hurt. I've also never had back issues in my life so I know that all of these issues are directly related to this faulty mattress.

I have made repeated phone calls--many more than I can list on this form, I've gone through their warranty process and jumped through their hoops and the end result is that I am extremely dissatisfied. What other industry can sell you a defective product and refuse to give you a refund? They have sold me a defective product and I want my money back.Desired Settlement: refund-credit card credit

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted]

purchased from Sleepy’s a queen size Simmons Ultimate mattress and box spring

and received delivery on August **, 2014. On September **, 2014, [redacted]

called our Customer Care Department requesting to return her bed. She was

informed that she cannot return the bed but she can exchange it under our

Satisfaction Assurance Program. The customer requested to speak to a [redacted]. The

[redacted] on duty reiterated our terms & conditions.

On September **, 2014, [redacted] contacted our Customer Care Department requesting a full pick-up and

refund of her queen size Simmons Ultimate queen mattress and box spring. [redacted] stated the mattress had an odor and was visibly sagging toward the head

of the bed. [redacted] was offered an exchange, however the offer was refused

and [redacted] stated she would dispute the charges with the credit card

company.

On September **, 2014, [redacted] contacted our Customer Care Department again regarding the sagging in

the mattress. [redacted] spoke with the [redacted] on duty and was informed that since

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

inspection of the merchandise. The inspection report revealed measurements

within the manufacturer’s guidelines indicating the mattress met the

manufacturer’s standards. Pursuant to the terms of the warranty, Sleepy’s

denied [redacted] request to replace the merchandise. On September **, 2014, [redacted] contacted our Warranty Support Department to discuss the outcome of the

recent inspection. [redacted] was advised the mattress met the manufacturer’s

standards and therefore was not eligible for an exchange; however the box

spring was considered defective and would be eligible for an exchange.

Disputing the results, [redacted] requested to speak to the Customer Care

[redacted] she has spoken to previously. [redacted] was informed the [redacted] was

not in this day. [redacted] advised she would call back.

Upon receiving [redacted] complaint

filed with your agency Sleepy’s contacted Simmons Bedding Company and provided

them a copy of the inspection results for further review. Simmons agreed to

replace [redacted] mattress, therefore making the set eligible for an exchange.

At the point of sale, [redacted] was provided an invoice which outlines and

specifically states, “No refund will be offered after delivery, with the

exception of partial adjustments with the Sleepy's Price Guarantee Policy.

Merchandise may only be exchanged in accordance with the Sleepy's Satisfaction

Assurance.”

In an effort to resolve [redacted] complaint, Sleepy's is offering and even exchange or store credit to

reselect different bedding. If there should be any further questions or

concerns, 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 not interested in doing any more business with Sleepy's. I am not interested in any of their mattresses. They all have memory foam, which I cannot sleep on (and which they falsely advertised as "cool gel") and the quality is so low (Even for a $4000 mattress) that a mattress with this severity of defect is considered to be within the warranty. (I was not even able to access all of the details about the warranty until after the mattress was delivered and I looked at the code on the mattress tag.) I've learned my lesson and I would be a fool to do it all over again with a different mattress from Sleepy's. In fact, I'll never do business again with any company that refuses to offer refunds under any circumstances. Sleepy's was sued in 2004 and 2007 for some of the same issues that I have had so I know that this is a regular way of doing business for this company. Sleepy's does not have a product that I can use and therefore, anything less than a refund is unacceptable.

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

Sincerely,

Review: This is my THIRD "new' defective mattress in 6 years (SIX) from Sleepy's, [redacted].

it is clear to me that there is a problem with Sleepy's because I've had nothing but ridiculous aggravation!

All three (3) have had major problems from the time they were delivered.

The first delivered mattress was a Simmons World Class Beautyrest...$1800.00

It turns out to be defective...the upper left hand corner inside the wooden frame was broken, however,

Sleepy's would not return this broken mattress, stating I was responsible for this damage...

basically saying I did it!

(1) How is that be possible...Really think about it.

After a long drawn-out battle with Sleepy's, they decided to give me a store credit to come buy another mattress!

The second mattress purchased was a [redacted] (Estate Collection)

That cost me an additional $986.00 when all was done. Wow... that mattress was ridiculously expensive and just plain awful, and after 3 months of owning this this mattress, it really hurt my lower back, and neck. Well, turns out there was a broken wooden box spring that was delivered! Tell me, how does the box spring ARRIVE BROKEN? Another defective product that Sleepy's never takes responsibility for!

(2)How is this possible?

After another long drawn out battle with Sleepy's, they gave me yet another credit for yet another mattress.

[redacted]Always less than half the amount we paid originally. Fell for their trap again!

Third one is a Simmons Beautyrest Legend. Ch-Ching again. After 2 months this one also started to sag... I don't have the strength to fight with Sleepy's anymore! Why are they allowed to carry defective merchandise.

I am 55 years old, who had a triple cervical spinal fusion in 2004. In March of this year (2016) I had to have a left hip surgery, due to this THIRD SAGGING mattress. My husband also has had an X-Ray recently for his lower back as well. He sees the surgeon next week. Together we have so many sleepless nights, and toss and turn all night long. I am woken every morning between 4:30am-5:00am in pain from this defective mattress! This matter definitely needs to be resolved as soon as possible.Desired Settlement: Sleepy's should refund the money I had to spend to buy and re-buy their defective products.

Clearly there is a problem.

From 2000-2010, I owned the most comfortable

Simmons World Class Beautyrest.

It was purchased at Macys, and it lasted me ten (10) years.

Sleepy's has delivered me 3 mattresses within a 6 year period.

There is something wrong.

No more store credit...a refund is in order.

I must go elsewhere to purchase a mattress that does not arrive defective.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of the consumer’s complaint her invoice was accessed in an effort to substantiate her claims of defective products. In review our records indicate: On December **, 2009, between the hours of 8:15am-11:15am, the consumer was scheduled for an inspection of a Simmons Beauty Rest World Class delivered May 2006. The third-party independent inspector confirmed the mattress was not performing up to the manufacturer standards. Therefore; pursuant to the terms of the warranty the consumer was approved for an exchange of the mattress only (see inspection # [redacted] and invoice # [redacted]). On November *, 2010, between the hours of 8:15am-11:15am the consumer was scheduled for an inspection of the Stearns and Foster Deacon Ridge queen size bedding set. The third-party independent inspector confirmed the mattress was in fact performing up to the manufacturer standards (see inspection # [redacted]). On November **, 2011, between the hours of 3:00pm-6:00pm the consumer was scheduled for an inspection of the Stearns and Foster Deacon Ridge queen size bedding set. The third-party independent inspector confirmed the mattress was in fact performing up to the manufacturer standards (see inspection # [redacted]). On February *, 2011, between the hours of 2:30-5:30pm the consumer was scheduled for an inspection of the Stearns and Foster Deacon Ridge queen size bedding set. The third-party independent inspector confirmed the mattress was in fact performing up to the manufacturer standards however; the box springs were not. Pursuant to the terms of the warranty the consumer was entitled to a replacement of her box springs under the manufacturer’s warranty (see inspection # [redacted]).On March **, 2011, between the hours of 2:45pm-5:45pm the consumer was scheduled for an inspection of the Stearns and Foster Deacon Ridge queen size bedding set. Unfortunately; the consumer was not home for the independent third-party inspector to complete the inspection process. As a result the inspector took the confirming photographs and the consumer was rescheduled (see inspection # [redacted]). On April *, 2011, between the hours of 8:00am-11:00am, the consumer was scheduled for an inspection of the Stearns and Foster Deacon Ridge queen size bedding set. The third-party independent inspector confirmed the mattress was in fact performing up to the manufacturer standards (see inspection # [redacted]). As detailed and referenced the consumer has had one mattress that has been deemed defective and that was confirmed in December 2009.On March **, 2016, an attempt to reach [redacted] by a member of our Customer Relations Department was made utilizing her daytime number provided as ###-###-####. Unfortunately; this resulted in a detailed message for a call back. On March **, 2016, another attempt to reach [redacted] was made by a member of our Customer Relations Department where the consumer was reached her and her concern discussed. The consumer has claims of being physically uncomfortable on the Simmons Beauty Rest Legend which unfortunately; comfort is not a condition covered under the manufacturer’s warranty. [redacted] has requested a refund of $1,000.00 to resolve her complaint and have the mattress removed from her home. Unfortunately; in November 2011, the consumer made an investment of $383.40, by [redacted] last four digits [redacted] to complete the sale process of the Simmons Beauty Rest Legend queen size mattress set (see attached). [redacted] was offered the opportunity of receiving a refund of her invested amount of $383.40, paid in November 2011, the consumer declined this offer advising she was seeking more monetary relief, it has been conveyed to [redacted] we are unable to honor her request of $1,000.00 refund. Our offer of a refund in the amount of $383.40, and the removal of the Simmons Beauty Rest Legend from her home as she is requesting still remains available. If you require additional information please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I have had a hip procedure on March *, 2016 due to your defective mattresses. Who in their right mind has 3 beds in 8 years! That should be a red flag. I have been researching Sleepys all weekend, an they have a horrible reputation for selling defective sagging mattresses. I went and trusted Sleepys because they have so many locations here on Long Island, NY. I really thought they would be better because they claim to be the mattress "[redacted]" Then "[redacted]" that is their motto. Since 2008, we have spent ridiculous money at Sleepys. What Sleepys failed to mention is we received a fraction of what we paid for each mattress, in a credit for their store! We also had many a fight over these mattress, all over the additional money we have spent over the last EIGHT YEARS! We don't have the money for a NEW mattress...need the $1,000 for a 1,500 mattress. Again we will pay $500+delivery+tax etc. This is without a doubt the most stressful 8 years of my life!I watched as Sleepys truck ran away from picking up the Sterns & Foster mattress that Sleepys finally agreed to take back. They (Mattress pick-up men said there was a stain on mattress, WHICH PICTURES PROVED WAS WRONG!) I was upset and cried for hours after they just took off. I don't understand how the owners of Sleepy's sleep at night. Hopefully Sleepys will do the right thing. We need a new undamaged mattress, from elsewhere!

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]. In review of the consumer’s rebuttal our position remains the same we are unable to refund the [redacted] from invoices dating from 2006 to 2008. As mentioned in the original response in November 2011, the consumer made an investment of $383.40, by [redacted] last four digits [redacted] to complete the sale process of the Simmons Beauty Rest Legend queen size mattress set (attachment previously provided). The offer previously presented to [redacted] of $383.40; remains the same and will be the final offer. The offer will remain open for the consumer to consider for the next ten (10) business days.On March **, 2016, an additional attempt to reach [redacted] was made to relay the offer. The consumer has accepted our offer and will contact our corporate office via e-mail to have the mattress removed from her residence and a refund in the amount of $383.40. If you require additional information please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress on 5/**/14. Several weeks ago we complained that the mattress seemed to be sagging or not comfortable, waking up with back pain. We contacted our local Sleepy's to be informed to call the customer service line directly. An appointment was set-up approximately 1 to 2 weeks ago and someone came to analyzed the mattress. The tech took pictures and measurements. We received a call from customer service yesterday (7/**/14) to inform us that our mattress did not meet the warranty requirements as our bed frame did not have a 3rd middle frame. We've had another king sized mattress for well over 15 years with no problems. This new mattress is supposedly made differently since 2008 and requires no flipping. Hence, the need for this 3rd frame bar. Upon purchase, the salesman only asked if we wanted to purchase a frame without advising that the frames are made differently now and would affect our warranty. A customer [redacted] tried to sell us some package for $139.99 which would allow us to exchange the mattress if it wasn't comfortable. I was looking for a resolution, not make another purchase!! I am presently awaiting a call-back from the salesman that helped me with this purchase and felt it was necessary to file this complaint. I've spoken to several people that either refuse to help me or do not comprehend that we were never told about the need for this new frame. My warranty has been affected by this and I do not wish to spend any more money than I already have for this mattress. The total purchase price was $1,241.16Desired Settlement: I would like a replacement of this mattress with the required bed frame that supports it properly. This was not explained to me, otherwise I would have purchased the bed frame so that my warranty was not affected. If they refuse my request, I would like a full refund. Thank you.

Business

Response:

Case #: [redacted]

On July *, 2014, [redacted] visited his local showroom and made a selection of a King Koil Ortho Posture cushion firm mattress and matching foundation. At the time of sale as the consumer’s invoice reflects it indicates the offered/declined items, the consumer signed the invoice and was also provided a copy for his records.

On July *, 2014, the consumer contacted our corporate office with claims of the mattress he purchased in June 2014 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 [redacted] was utilizing the mattress on a foundation which provides improper support.

On July **, 2014, [redacted] was contacted and advised that in accordance to the manufacturer warranty guidelines this is a condition that voids the warranty. Therefore, pursuant to the terms of the warranty, [redacted]’s manufacturer’s warranty was voided.

On August *, 2014, Sleepy’s Corporate Office received this complaint with claims of [redacted] stating the Mattress Professional never advised of the benefits of a frame. [redacted]’s sale was completed over two (2) months ago now alleging that the Mattress Professional never cautioned on the framing cannot be founded.

Contrary to the manufacturer’s warranty and Sleepy’s well-established policies and procedures and in an effort to assist [redacted] we are offering the consumer the opportunity to take advantage of our Satisfaction Assurance Plus Program which is located and detailed on the Terms and Conditions provided at the point of sale which states in clear and concise language:

“SATISFACTION ASSURANCE *Available in CT, DC, DE, IL, MA, MD, ME, NC, NH, NJ, NY, PA, RI, VA, VT, and WV only.

If you determine at any time, up to 21 days after delivery, that you are not completely satisfied with your

mattress, Sleepy's will allow you to exchange it for a new mattress under the following terms and

conditions:

1. If you wish to make an exchange, bring your receipt to any Sleepy's showroom no later than the [redacted] day after

the original delivery date. NOTE: All exchanges must be completed no later than 30 days from the original delivery

date. This means that if you call customer service on the [redacted] day after delivery, you must be available to reselect a mattress and schedule the exchange and delivery within the following 9 days.

2. Limit one exchange per customer purchase.

3. All exchanges must be for mattresses or mattress sets of equal or greater value.

4. The customer simply pays the difference between the Sleepy's everyday price of the newly selected

merchandise and the Sleepy's everyday price of the originally selected merchandise, plus applicable disposal and

delivery fees and taxes. NOTE: The customer shall not pay more for the new merchandise than any current non-expired

Sleepy's advertised price for that item except exchanges involving any item restricted by a manufacturer's

minimum price policy.

5. Disposal Fee: $150.00

6. Note: Law tags must be attached and the merchandise must be in sanitary condition, clean, free of tears,

7. Satisfaction Assurance applies to mattress sets and mattresses ONLY and excludes motorized beds, cots,

Special orders, outlet and clearance merchandise. Sleepy's will not refund or exchange opened

Sheets, pillows or mattress protectors.

8. Tempur-Pedic qualifies for a 90 Night In-home trial that requires you sleep on the mattress for at least 30 days;

thereafter, at any time during the trial period, if you are dissatisfied, we will allow you to exchange it for a new

mattress under the above terms and conditions.

9. Serta I-Series, Serta Cool Elegance, and Sealy Cool sense qualify for a 120 Night in-home trial that requires you to

Sleep on the mattress for at least 30 days; thereafter, at any time during the trial period, if you are dissatisfied, Sleepy's will allow you to exchange it for a new mattress under the above terms and conditions.

The Satisfaction Assurance Plus Program is alternative option offered and available to [redacted] which entails a fee of $129.99, plus tax. By the consumer paying the minimal fee this will enable a store credit for the consumer to utilize to select another set of bedding. The store credit will reflect [redacted]’s invested amount for his mattress and box spring purchased June 2014. If the consumer should exceed the issued store credit he will be responsible for any difference in price.

Since we have reviewed the [redacted]’s complaint, we believe no further responses are necessary at this time. 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:

[Your Answer Here]

I am declining this resolution, for the simple fact that none of my concerns have been met. Customer Service seems to not want to comprehend the fact that we were never informed of any warranty void due to an insufficient bed frame. They continue to contact me by phone and now in this complaint, with the same information. I DO NOT want to purchase any Customer Satisfaction Warranty, I should still have a warranty!! I want you to understand what I'm saying, however, you not only 'void' out my warranty, you also 'void' out the salesperson's responsibility for selling a mattress without explaining anything! I will again repeat myself as you're doing, the salesperson NEVER explained any warranty voids due to an insufficient bed frame. He sat us down at his desk and asked us questions, concerning an 18-month interest free credit card which we could purchase this mattress with. During that time as he obtained personal information for this credit card, he casually asked if we wanted a mattress pad or a bed frame. I told him no, because we already have a mattress pad and since we've had a king sized mattress for years, no I do not need a bed frame either. He acknowledged all this without mentioning that my warranty will be affected if I don't have this 'new 3-bar' bed frame. He prints out some papers and says sign here! That's it! I have contacted your local office to try to reach him and to no avail has he even called me back. What I see is that Sleepy's improperly trains their employees and does not delegate any responsibilities to them whatsoever. Just sell mattresses, get your commissions and Customer Service will deal with any problems. Well that's not how it should be, the salesperson should have called me back. You cannot have any foundation for this complaint, because you weren't there! What happened to the customer is always right? You are literally calling me a liar and that's bad business!

The only warranty papers I have is for the 'tag law' nothing concerning bed frames, as Customer Service said I should have these warranties in my possession. I have started a dispute with GE Capital, the credit card company which this purchase was made. Your Ce should not require for me to pay you more money. Accept the fact that your salesperson did not do his job! Improper training will result in problems and bad business on your part. Accept what I'm saying and offer me a resolution to that. I do not want to be responsible for anything, I am the customer. You sold me the mattress, you did not explain the bed frame to me, you took my money and now expect more money from me to solve a problem. This seems more like a scam than a resolution.

If it was explained that the bed frame would have affected my warranty, I would have gladly purchased a bed frame to accommodate my mattress. However, I will NOT pay you more money to obtain an exchange for something I am not responsible for. Until you can offer me something different, rather than repeating the same resolution over and over, which I have already denied, this complaint will remain in place, DECLINED!

Thank you,

###-###-####

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].

While we are aware of the consumer’s refusal of the proposed resolution unfortunately; the offer will remain the same. The consumer has expressed their dissatisfaction in the previous inquiries/rebuttals in which the same offer has been and will continue to be reiterated.

Since we have reviewed [redacted]’s rebuttal, we believe no further responses are necessary at this time. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted].

Review: We Purchased a mattress set from Sleepys. We picked it up our selves for an additional 29.99 (cheaper than delivery). With in a month the mattress started to sag in the middle. Contacted Sleepys they sent a Mattress inspector out to check out the issue. We received a letter yesterday stating that our warranty inspections had our mattress deemed as "Not up to Manufacturer Standards". We are eligible for a replacement or an even exchange. If we wanted the replacement, there was paperwork to fill out and bring to our sleepys or if we wanted an even exchange to call ###-###-####. We decided to just get an even exchange so I called the number above and spoke to [redacted], she took all my info, I told her we wanted the even exchange and she said ok that will be 99.99. WHAT!!!!! I asked for what?? She said delivery and pickup of the old mattress. I told her that this is not my fault and I don't think we should have to pay that, and requested to speak to a supervisor. Her [redacted] came on and I told her, that I shouldn't have to pay for an even exchange, its not my fault. She said its not any fault, I said" yes it is". I have a SEALYS mattress that is defective. With much chatter going back and forth and me getting no where, I handed the phone to my husband, he said we should not have to pay, and that we will bring the mattress back to where we got it and just give us our new one, she told him NO they have to come and pick it up. He said fine, but we are not paying. As this continued, he just told her we are going to report them to the Revdex.com and she stated "FINE SIR". So here we are. This is an outrage!! I had to take time off of work to sit and wait for the mattress inspector who was very nice, but I had a 3 hour window for 2-5. This is time and money that I lost at work, for a crappy mattress and now they want me to have to take more time off and pay them???? I am disgusted and would never recommend them to anyone. I have tried to contact the manufacturer but they are only open Mon-Friday, so they will be hearing from me on Monday. I just want what is due to us with no penalty, because thats what it feels like, that we are being penalized. I feel that they owe me for 3 hours of my time. I want my new mattress.Desired Settlement: I want my even exchange please, with no charge.

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 queen size mattress and spring box back in 10/**/2011 for the amount of $1199.00 from Sleepys and less than two year time the mattress was found deemed, not up to manufacture stand red. I got letter from Sleepys stating that within 14 days get the exchange from the same store where I purchased the mattress so I got the replacement but had to pay delivery charges again and the taxes. It's been not even four months the replaced mattress got deemed, not up to the manufacture standards. I got the same letter from Sleepys which I got in Sep,2013 stating that I have a store credit for the amount of $799.99 plus tax. But I do want to deal with Sleepys and demanded my money money back but I was told that no money will be refunded back to me but only store credit.Please help me to get my money from them.Thanks in advance for your cooperation.Desired Settlement: Refund I can not deal with Sleepys the mattress professionals for the third time in only 2 years and 4 months time as far as purchase is concerned.Please get me the refund of $799.99 plus tax from Sleepys.Thankyou very much

Review: I purchased merchandise with 48 month interest-free financing. According to Sleepy's agreement, this financing arrangement could only be altered if NEW purchases were made.

I made EXCHANGES and my financing terms were altered. Thus, Sleepy's is in breach of their own agreement. I was not made aware that these changes would occur at the time of the exchanges. I never would have chosen 48 month interest free financing if my intention was to pay off the bill in 6 months.Desired Settlement: I would like my original, 48 month interest free agreement restored and the accrued interest removed, otherwise, Sleepy's can keep the payments I've made, cancel the entire agreement, and collect their merchandise.

Business

Response:

Case#: [redacted]

On February *, 2014, [redacted] contacted our Customer Service Department advising that the terms of his

financing agreement were changed without his knowledge. The customer was

initially offered a promotional term of 44 months of equal payments with no

interest through GE financing. He subsequently had four exchanges on his

original purchase. On each of his exchanges he received additional financing

through GE but they were offered under a different promotion of 6 months interest

free financing.

We spoke to [redacted] on March **, 2014 and advised that we would partner with our [redacted]

to see if we can have the financing corrected. We will follow up with the

customer once we receive an update.

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 ###-###-####.

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 not heard back from Sleepy's since the initial contact from [redacted]. I have tried, unsuccessfully to contact her and the latest bill does not reflect any changes in the financing terms.

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 was told by Sleepys two months ago, that this issue would be resolved and that they simply needed to contact GE to do so. However, Sleepys is now telling me that GE is refusing to make the correction. Therefore, my issue will remain unresolved.

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

Sincerely,

Business

Response:

Case#: [redacted]

We’re in receipt of a rebuttal regarding case # [redacted]. We are still working with [redacted] in attempt to reach a resolution to his complaint. [redacted] will be providing us with an update regarding accumulated finance charges on his account after he speaks with GE. We attempted to contact [redacted] most recently on August *, 2014 however he was unavailable. We will update this response when we next speak with the customer.

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 [redacted].

Review: Bought brand new mattress 9 months ago that completly sank in the middle and caused back problems and is not usable in the current condition. No one can sleep on a mattress this defective. After complaining Sleepys sent out an inspector who said the matress was stained and voided the warrenty. English is my second language and I did not know what I was signing. In any case I could have cleaned this slight discloroation and didn't because it was no big deal. The mattress is in perfect condition other than the defect. I asked for another inspection and they said they only inspect once a year.Desired Settlement: They keep trying to tell me they can give me another for the employee discount ($600). This is not acceptable to sell me more merchandise. I require a replacement at no additional cost.

Business

Response:

Case: [redacted]

On August *, 2013, [redacted] purchased a King Koil king size mattress set, along with a metal frame. All

merchandise was delivered on August *, 2013.

On May *, 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 the

mattress did not meet the manufacturer’s standards and also showed signs of a

liquid blemish, which voids the manufacturer’s warranty. Pursuant to the terms of the manufacturer’s

warranty, which states “The warranty does not apply to: Mattress damage due to use

with an inappropriate foundation or support system as well as any product found

to be in an Unreasonably Unsanitary Condition which would include bodily

fluids, blood borne pathogens or other substances,” Sleepy’s denied [redacted]’s request to replace the mattress.

On May **, 2014, [redacted] contacted our Customer Service Department to inquire on

the results for the recent warranty inspection. [redacted] was informed the manufacturer’s

warranty was void due to the visible stain on the mattress. [redacted] was

offered the option to select new bedding and Sleepy’s would offer a substantial

discount on the new bedding to accommodate [redacted] requested

a copy of his invoice as well as a copy of the inspection report.

On June *, 2014, [redacted] again contacted our Customer Service Department disputing

the results and was not accepting the offer of accommodating pricing on new

bedding. [redacted] was once again informed that Sleepy's would offer a substantial

discount on the new bedding and in order to assist him further he must return

to his local showroom.

On June **, 2014, [redacted] contacted our Customer Service Department from his local

showroom requesting to have another inspection. [redacted] was advised being

the warranty was voided; another inspection could not be accommodated. [redacted] advised he would contact legal counsel for further advice.

On July *, 2014, a friend of [redacted]’s contacted our Customer Service Department

requesting to speak to a [redacted] regarding the outcome of his recent

inspection. [redacted]’s friend alleged that [redacted] was taken advantage

of since his primary language is Spanish and not English. [redacted]’s friend

was explained Sleepy's policies and procedures as well as the warranty of King

Koil. Dissatisfied with this response, another [redacted] was requested to be

spoken to about the matter. Upon speaking with another [redacted]

and his friend were again informed that due to the visible stain on the

mattress, the manufacturer would not accept the mattress back in order to give

full credit. Again the same offer of a substantial discount on a new mattress

was reiterated. [redacted] advised he would return to the showroom and call

back with different options of bedding.

Upon receipt of [redacted]’s complaint filed with your agency, a representative from our Customer Relations

Department followed up with [redacted]. In an effort to resolve [redacted]’s complaint, Sleepy's offered will offer partial store credit to be

used on ANY new bedding of his choice along with a discount on the new bedding.

[redacted] was also informed as an accommodation; Sleepy's would offer him a

mattress protector for his new bedding. [redacted] advised he would return to

the showroom to see what else he might be interested in and call back.

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: I purchased mattress, boxsprings, frame, mattress protector and sheet set 12/**/2014 at this store. Price of sheets was $59. After five or six washings the sheets do not fit the mattress any longer. I returned to the store to make my complaint and was told to call ###-###-####, corporate headquarters. I called that number and was informed that the sheets are under warranty by [redacted], telephone number ###-###-####. I called that number and was told that [redacted] is a distributor only and does not warranty any products. I feel that I have been given the run around. Can you help?Desired Settlement: I would accept a refund.

Business

Response:

Case #: [redacted]On December **, 2014, [redacted] purchased from Mattress Discounters a queen size Simmons Beauty Rest mattress set along with some accessories which included a set of sheets.On March **, 2015, [redacted] contacted our Customer Service Department stating the sheets had shrunk as a result of being washed on numerous occasions. [redacted] was informed he would need to file a claim with the manufacturer and therefore was given the phone number to [redacted].Upon receipt of the complaint filed by [redacted] with your Agency, a Customer Relations Representative reached out to [redacted]. In an effort to resolve the complaint, Sleepy's offered [redacted] an exchange to a different set of sheets at no additional charge. These sheets would come to him via [redacted] accepted the offer. [redacted] advised he would be leaving for of town and would not be home to receive the sheets. [redacted] was asked to contact the Customer Relations Representative upon his return for the sheets to be sent to him. If we can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: Please see below. I am an EXTREMELY agitated "customer" right now. I wasted an hour yesterday with an inexperienced sales person (the only one in the store), who LIED to us in order to close a sale. I asked him specific questions, and he answered them with what he knew I wanted to hear, rather than even attempt to get the correct answers. In addition, he e-signed a contract (not even my correct name!) that would have had be responsible for paying 65% interest after 90 days - doubling the cost of the mattress! This is not an acceptable way to do business! I'm lucky I opened my email and got this "agreement" and took the time to read through it before the mattress was delivered this morning. Looking at my paperwork, he put my wrong name down on this "agreement", and e-signed it that way himself!! Could you be any more deceitful?? I SPECIFICALLY asked him - "So the only fee for doing this is the $40 at sign-up? There are no additional finance charges? We're only financing the cost of the mattress? It should be paid off in 12 payments?" The guy basically just told me what I wanted to hear to make a sale. I had to refuse delivery, and am now stuck waiting a week for my down payment to be refunded. If I hadn't read the email before they put the mattress in my house, I would have been stuck responsible for this!I blame not only the Sales guy, but whoever is responsible for providing them the training to complete these transactions properly. It is my hope that you examine how this gentlemen was allowed to man a store by himself and close this deal based on such misinformation.Desired Settlement: Waiting for refund of $300 back to my bank account.

Business

Response:

Case #: [redacted]

Review: $300 rebate on my receipt - was sent gift cards in exchange. This was not as promised. Went back to the store on Monday September **, 2013 was was told I would get a $300 refund to my credit card and still have not received. Sales Associate [redacted] will not call me back.Desired Settlement: $300 refunded to my credit card as promised upon purchase of the mattress and again when I went in on September **, 2013

Business

Response:

Case #: [redacted]

Review: I purchased a Air spring matressModel# SA0960-1050 from Mattress Discounters in [redacted]. a umbrella company under Sleepys on January **, 2013. Mattress is defective,completely caves in the center when layin on it,causing me severe back pain. The mattress information states that it is a air spring and provides complete back support. Not true. I have complied with manufacturers instructions on rotation. The mattress just caves in on the 4 inch pillow top and sins down to the mattress. Now below so called pillowtop the mattress in buckling in. I am single and weight only 145lbs this should not be happening. distortion of matress causing sever lower back pain. I went to original place of purchase Mattress discounters to complain on October **,2013 [redacted] and representive who sold mattress to me said ,it was out of her handsI had to directly contact Sleepys. [redacted] was on the phone with me to sleepys while making my complaint to Prudence a Customer service rep. Prudence noted my complaint and said I would get a call from warranty dept within 5 to 7 days. I waited for 10 days, no call from warramty dept. I called Sleepys again October **, 2013 to find out what was going on,another customer service rep. said my complaint was sent she would send another e-mail to warranty dept. to wait for there call. Novermember *,2013 I still have not heard fromSleepys warranty Dept so I make another call to customer service. Customer service rep. writes another e-mail of my complaint, Representive tells me she has all complaints on file and dates thru my phone number. Today November *, 2013 I once again call Sleepys customer service dept. to find out why I have yet to hear from warranty dept. I am now told after rep. looks at my complaint history ,that a warranty dept,person tried to contact me on November *,2013 and noted in my complaint file that they called me ,I answered my phone and told them to leave me alone and hung up phone. This is the most ridiculous thing I have ever heard in my life. I asked for the warranty persons name that contacted me,rep.said she did not have that information. I have a cell phone that is properly working,if I do not answer ,it provides you with voicemail ,my phone number you are calling,and the option to leave a message or a phone number so that I can return your call. I recieved no messages from anyone from Sleepys warranty dept. All my call history is saved from that date. I would never tell a Representive, that I have been waiting for weeks to call me about this defective mattress to leave me alone and hang up. That is what Sleepys rep. wrote on my complaint, Can you please help me there is somethin very deciving going on with this situation. I am not able to sleep on this defective mattress. I am living on a small income from SSI disibility cannot afford to purchase another one till I am at least refunded or credited a full refund. I have talked with many who have delt with sleepys and after many many complaints they just gave up. I cant afford to do that.Desired Settlement: Refund or credit with company of original price,

Business

Response:

Case: [redacted]

On January **, 2013, [redacted] purchased from Sleepy’s a Spring Air queen size mattress model # 0960

and box spring model # 4900. On October **, 2013, [redacted] contacted our

Warranty Support Department to advise that her mattress was sagging. Since this

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

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

company to inspect [redacted]’s merchandise. However [redacted] has not heard

from the inspection company as the representative inadvertently provided an

incorrect telephone number for the customer. We spoke to the customer November

**, 2013 and apologized for the error. We have sent a request to the inspection

company to expedite [redacted]’s request and to schedule the earliest

appointment they can make to accommodate this customer.

We will update this response

when we have resolved the customer’s complaint. In the interim, if we can be of

further assistance to you 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 have been told by [redacted] that since I have yet to be notified by inspectors per our conversation Sunday November **,2013 that she is giving me permission to go and pick out a new mattress at a Slepys or Mattress Discounters and that she will issue me a full credit towards me original purchase. I should call her when she is back in office Monday December *,2013 from one of these stores and she will set up a full credit for a new purchase. As this has not happened yet cannot say that issue has been resolved.

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 finally did get a inspector from Sleepys to come to my home on Thursday Dec *,2013 and

inspect mattress so Sleepys may deal with the issue with the manufacturer for their reinbursement.

Inspector also had to return on Friday Dec *, 2013 to retake photos that he accidently erased from the prior day.

I spoke with [redacted] from Sleepys and she assured me that I can go into one of their stores and I can recieve a full credit on another mattress purchase. I will select another mattress hopefully this weekend or begining of next week.

I need to set up a time with [redacted] when she will be able to process a credit over the phone with a [redacted] so that I can use my credit to obtain another mattress.

Thank you,

Business

Response:

Sleepy’s is in receipt of rebuttal

regarding case #: [redacted].

Sleepy’s Customer Relations

representative reached out to [redacted] on December **, 2013, and offered to

visit Sleepy’s showroom to select another mattress set and complete her

warranty exchange. If we can be of any further assistance or, if you should

require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: My ordeal started with Sleepy's started around September 2013 wherein I explained the medical circumstances of my seeking an appropriate mattress to the sales associate. Nonetheless, and contrary to my surgeons advise, I followed the many sales associates advice. I have tried the Tempur-pedic, Phenom, Legend, Euro top Sleeping beauty, the statesman sleeping beauty, and now the GS Stearns. I also have a serta i-series which I plan to return for lack of appropriateness. I must preface this complaint with the fact that I was told at the beginning of this process that if I was not satisfied with the mattress I could get my full refund within 21 days. I soon found this is not the case. You have to purchase a mattress or something of equal or grater value. This policy has caused me to spend great amounts of money in sleepy s products which does not help my back. Because of these fact I am requesting that Sleepy's make a onetime refund of my purchase of the GS Stearns Mattress and the I-series together with the delivery charges so that I can seek out other products which may accommodate my [redacted].. My experiences with Sleepy's has been exhausting. My research has revealed that most mattress stores does give a trail period which offers a full refund of you money. Why doesn't sleepys. Anyway, your consideration of this onetime request is solicited and appreciated. FYI, for the record, I have not had the many exchanges as listed in your file for me. After finding that I could not get my money backs, I just kept trying mattresses to see if they would work for me. I believe I have had only 6 or 7 actually delivered to my home.Desired Settlement: Refund of the purchase price of the 2 beds currently in my home

Business

Response:

Case #: [redacted]

On October *, 2013, [redacted] purchased two full size Simmons Beautyrest Recharge mattresses and box springs sets, a queen size Tempur-Pedic Cloud Luxe mattress and box spring set, four pillows, one mattress protector and two metal frames. Delivery took place on October **, 2014 for her full size bedding and October **, 2013 for her queen size bedding. [redacted] was advised of the 90 Night In-Home Trial offered by Tempur-Pedic. The details of the trial are as follows: “All vendor in-home trials require that you sleep on your mattress for a minimum of 30 days to get its unique comfort and support qualities. If you are not happy thereafter, we will allow you to return the mattress for a refund or an exchange provided you are within the applicable period. A one-time shipping and handling fee of $175.00 will be billed for all returns.”

On November *, 2013 [redacted] initiated a Comfort Exchange from the queen size Tempur-Pedic set to a queen size ComforPedic set. Delivery took place on November *, 2013.

On November **, 2013 [redacted] initiated a second Comfort Exchange from the queen size ComforPedic set to a queen size Simmons Legend set. Delivery took place on November **, 2013.

On May **, 2014 [redacted] contacted Sleepy’s Customer Service Department claiming that the queen size Simmons Legend mattress she received in November 2013 and the full size Simmons Beautyrest mattress we delivered in October 2013 were both sagging. Since this is what would be a potential warranty issue, Sleepy’s dispatched a third party inspection company to perform an inspection on both products. The results indicated that [redacted]’ queen size Simmons mattress and box spring were up to the manufacturer’s standards and therefore, a warranty exchange was not approved. The results of [redacted]’ full size Simmons Beautyrest mattress indicated that the mattress did not meet the manufacturer’s standards and was eligible for a warranty exchange.

On June *, 2014, [redacted] returned to her local showroom to facilitate the warranty exchange of her full size Simmons Beautyrest mattress. She selected a full size Serta iSeries mattress and box spring set. Delivery took place on June **, 2014.

On July *, 2014 [redacted] took advantage of our Satisfaction Assurance Program which allows consumers to exchange their merchandise for a fee of $150. [redacted]’ exchanged her queen size Simmons Legend set for a queen size Kingsdown Elisa set on July *, 2014.

On July **, 2014 [redacted] initiated a Comfort Exchange from her queen size Kingsdown Elisa set for a king size Kingsdown Statesman set, a full size bed frame and a king size bed liner. Delivery took place on July **, 2014.

On July **, 2014, [redacted] initiated a second Comfort Exchange from her king size Kingsdown Statesman set to a king size ComforPedic Phenom set. Delivery took place on July **, 2014.

On August **, 2014 [redacted] took advantage of our Satisfaction Assurance Program and exchanged her king size ComforPedic Phenom set for a queen size Stearns and Foster set. She was informed this would be the last exchange that Sleepy’s would extend to her as each customer is provided an allowance of one Comfort Exchange and one Satisfaction Assurance exchange per purchase. Delivery took place on August **, 2014.

Dissatisfied, [redacted] filed a complaint with your agency. Sleepy’s has made an exception to our No Refund Policy and will be picking up [redacted]’ king size Stearns and Foster set for a full refund. In addition, we will be processing a return for the full size Serta iSeries set she received in June 2014 which falls under the 120 day In-Home trial less a $175 fee.

We will continue to work with [redacted] until her pick up and refund is completed. We believe that no further action is required at this time. If you have any questions please contact [redacted] at [redacted] or at ###-###-####.

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,

My wife and I purchased a mattress from Sleepy's when we found out about their Labor Day weekend deals. Unfortunately, the bed that we purchased did not work out and we wanted to return it. We made a phone call and they told us that we were within the 90 day time frame and that we would be getting a phone call within the next 48 hours to proceed with the return. We contacted Sleepy's in the next 48 hours and they told us that our return was denied because we went beyond the 90 days. When I contacted Sleepy's and spoke with a supervisor, I informed them what the Sleepy's representative told me over the phone and the supervisor told me that what I said does not match what the phone conversation documentation says of that phone call that was made over the weekend. I told the supervisor that I know what the representative told me, I made sure to check my understanding, and that my wife was a witness to that phone call. I don't appreciate the apparent implication that I was being dishonest and/or that I wanted to fabricate information/data to get something out of it. I was very unhappy with the customer service, the supervisor and they refused to work with us. They did not proceed with the return. My wife and I, in good conscience, cannot recommend Sleepy's to our friends and family. We will no longer do any business with Sleepy's because of this.

Review: We bought a mattress that we weren't sure would be good for my wife since she has [redacted] and is [redacted]. The sales rep told us we could exchange mattress if we didn't like it. We tried it out, it made my wifes back hurt so much she could barely sit. So we went back to exchange. Then proceeded to inform us of the exchange fee and delivery fee which was never disclosed to us or we would not have bought the mattress. The fee turned out to be almost as much as the mattress itself. Called the company, the person assigned to our case told us it was on receipt. Oh the receipt we got after buying our mattress in fine print? They should have disclosed this to us and we would not have purchased the mattress.Desired Settlement: Refund credit card.

Business

Response:

Case #: [redacted]

On October *, 2014, [redacted] received delivery of a King Koil Ortho Posture king size mattress and box spring. At the time of purchase, the consumer received an invoice containing a statement of Sleepy’s No Refund Policy in clear and concise language (see attached). The No Refund Policy is also conspicuously posted in Sleepy’s showrooms.

On October *, 2014, the customer requested a pick up and refund of his box spring due to its incompatibility with his plat form; contrary to our established policy [redacted]’ s request was honored. The consumer was refunded in the amount of $289.39, restored to his Visa credit card account last four digits [redacted].

On October **, 2014, the customer visited their local showroom to complete a Comfort Exchange. [redacted] disputed the Comfort Exchange and delivery fee with claims of not being made fully aware, of the fees associated with such exchanges. The consumer was referred to his Terms and Conditions documented on the back of his invoice.

On October **, 2014, a member of our Customer Relations Department contacted the consumer and attempted to discuss his complaint. The customer was only interested in discussing the issue on the pretense we are prepared to refund all fees associated with the Comfort Exchange. This is a request that unfortunately; cannot be honored.

We are aware of the consumers continued dissatisfaction and perplexed we are unable to honor his request. However; we are offering the consumer a complimentary set of pillows. If the consumer would like to take advantage of this he can reach me at the number located below. Since we have reviewed the consumers complaint, we believe no additional responses are required at this time. If I can be of any further assistance or require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Review: I purchased a Simmons Lucetta Plus Pillow Top mattress, box spring and mattress cover from Sleepy's in January, 2013 for $1699.43. It has a 25 year warranty. In February, 2014 I began to experience backaches every morning after sleeping on the mattress. There was considerable pain and I went to a chiropractor for treatments several times. After experimenting with other beds and mattresses, I discovered the problem was a soft spot in the Simmons mattress, under my hips, which allowed my back to sag, causing the back pain. I reported this situation to Sleepy's and the saleswoman said, "You must have a "crater" in the mattress". She gave me a number to call to report the problem. I did so and Sleepy's said they would send an [redacted] to my house, which they did after waiting two weeks. The [redacted] examined everything and said there was a soft spot where I had indicated and she would report it to Sleepy's who would contact me within 7 days. When I did not hear from Sleepy's I called and was told that there was a stain on the mattress which invalidated the warranty. (The [redacted] had said nothing about a stain.) I asked where in the warranty it said anything about a stain, pointing out that there had been some tea spilled on the mattress edge and that the mattress cover which I paid extra for,was supposed to prevent any stains from going through. The man transferred me to a [redacted] who said the reading the [redacted] had taken on the mattress did not show enough weakness in the springs to warrant replacement and there was nothing they could do. I am 89 years old, [redacted], so a weakness on the tiny scale the [redacted] used would be very different from when my body is on the mattress. When I go back and lie on that part of the mattress I can feel the "crater" under my hips.I hope they are not taking advantage of my advanced age.Desired Settlement: I would prefer a refund of the amount paid, but I will accept a new mattress and mattress cover to replace the damaged products. I would also expect to be compensated for the chiropractic treatments amd for the pain which the defective mattress caused.

Business

Response:

Case #: [redacted]

On February *, 2013, [redacted] received a Simmons Beauty Rest Lucetta queen size mattress set, which was part

of his comfort exchange. On April *, 2014, [redacted] contacted Sleepy’s Customer

Service Department claiming that the Simmons queen size mattress was sagging.

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

for an inspection of the merchandise. The inspection report revealed the

mattress showed a slight visible body impression still within the manufacturer’s

specifications standards and a light blemish, which automatically voids the

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

[redacted]’s request to replace the merchandise. [redacted] was informed of these

findings on April **, 2014.

Dissatisfied with the results of the inspection, [redacted] filed with your agency. Contrary to the manufacturer’s warranty and Sleepy’s

well-established policies, but as an accommodation to [redacted] we contacted Simmons

Bedding Company and provided them a copy of the inspection results. Simmons

agreed as a courtesy to replace [redacted]’s mattress only as long as he selected

another Simmons mattress.

On April **, 2014, the Customer Relations Department of Sleepy’s spoke with [redacted] and informed him Simmons

will be replacing his mattress. An exchange has been scheduled for May **,

2014.

Since we have resolved [redacted]’s complaint to their satisfaction we believe no further action is necessary. If

there should be any further questions or concerns, 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.

However, It should be noted that Sleepy's refused to take any action until this matter was referred to the Revdex.com and published on their website. After the publication Sleepy's suddenly came up with a solution and we were able to reach a compromise.

Sincerely,