Sleepy's

Review: I purchased matress and bed. It has been a nightmare since july **. 5 missed deliveries I was told after all this I had to pick it up. Rented a truck and guy 3 times. No one calls me back from the sales people [redacted], ** - [redacted]. Corporate people [redacted]. I was promissed a credit from ** - [redacted] and [redacted] 850.00. I have made approximately 60 phones calls and messages. [redacted] in corporate tells me they dont give credits im a liar. I am continuing to pay it looks like I might have to get a lawyerDesired Settlement: I want the credit I was promised from the district mgr [redacted] in salem mass and corporate [redacted] in new york. I have my cell phone records to prove all my daily calls since august. They just dont care. This has been a nightmare!!!!!

Business

Response:

Case #: [redacted]

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

Upon receipt of this complaint from your office [redacted]’s account was accessed; and our records indicate that [redacted]’s was financed in the amount of $1,308.03, utilizing [redacted] Finance. There is no record of any outstanding monetary adjustments.

On October **, 2014, the consumer reached out to our Customer Care Department where it was clarified to the consumer the amount our records indicate she is being billed is $1,308.03. [redacted]’s alleges a bill was received from [redacted] in the amount of $1,800.00(bill copy never supplied).

On October **, 2014, as a courtesy to [redacted] Sleepy’s Accounting Department sent an inquiry to [redacted] Finance for verification of her billing amount. If [redacted] has any additional question regarding her finance account she can reach [redacted] directly utilizing the below information:

[redacted] can be reached directly at [redacted].

[redacted] may be contacted to make payments by:

Since we have reviewed [redacted]’s complaint, we believe that no responses are required at that time. If I can be of any further assistance, please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Purchased a GS Stearns & Foster Ultra Firm King Mattress and Boxspring for $2,040 from Sleepy's on February **, 2014, warrantied against defects. Mattress developed depressions within two months. Mattress was inspected twice by Sleepy's inspectors and was found to not meet their depression requirements of 1 1/2". The first inspection resulted in a measurement of 1 3/8" (only 1/8" off!) and replacement of box springs. The second inspection resulted in measurement of 1" depression, presumably due to the replaced box springs. The mattress is uneven and uncomfortable with a large lump in the middle. This mattress is clearly defective and Sleepy's refuses to replace it, pointing to their warranty requirements which we were not advised of at the time of purchase (i.e. their measurement requirements, etc.) We were simply told the mattress had a "warranty." Had we known defective mattresses were not replaced at Sleepy's without meeting their strict requirements, we would have bought the mattress at [redacted]'s. Telephoned manufacturer and was told that any problems needed to be solved with the retailer.Desired Settlement: Replacement of mattress with the same brand, non-defective.

Business

Response:

Case #: [redacted]

On April 1*, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming the Stearns and Foster mattress and box spring delivered from Sleepy's in February 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched a third-party independent inspection company to the [redacted]’s home. The inspection results revealed that the mattress met the manufacturer standards and the box spring did not. Therefore, pursuant to the terms of the warranty Sleepy’s denied the [redacted]’s request to exchange the mattress however; under the manufacturer warranty the [redacted]’s was approved for exchanges of the box spring. This exchange was completed on May **, 2014.

On October *, 2014, the consumer after the completion of the consumer’s second (1st) inspection the customer phoned in with claims of still being dissatisfied with the performance of the mattress. In spite of the manufacturer allowing one (1) inspection per year the consumer second (2nd) inspection was in fact coordinated at no expense to the consumer. The manufacturer bears the expense of one (1) inspection; any additional inspection request is the consumer’s financial responsibility. This fee was not requested of the [redacted]’s.

On October *, 2014, the consumer’s inspection took place; the empirical measurements obtained by the third-party inspection confirmed, the mattress was in fact still performing up to the manufacturer standards therefore; pursuant to the manufacturer’s warranty the [redacted]’s request was denied to exchange their mattress under the manufacturer guidelines.

On October **, 2014, dissatisfied with the results of the inspection, the [redacted]’s filed a complaint with your office. Due to the consumers dissatisfaction an in-home inspection kit was offered. This will enable the consumer the opportunity to depict and capture the areas of their concern. In an effort to remain in alignment with the manufacturer guidelines if the consumer accepts this option the in-home inspection kit will be mailed from our corporate office the last week of December. The consumer also has the option of accommodating pricing this deep discount will allow the consumer to purchase the mattress of their choice at a deeply discounted price, applicable delivery fees will apply. The [redacted]’s may contact me directly at the number listed below to take advantage of this accommodation.

Since we have offered resolution to the consumers concern, we believe that no additional responses are required at this time. If you have any further questions please contact me at [redacted] at [redacted] or [redacted].

Consumer

Response:

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

While we appreciate the fee waiver of the second inspection, we are still not satisfied with the outcome. Although the 'performance of the mattress meets manufacturer's standards', it does not meet ours. The mattress still sags quite deeply and is uncomfortable. The offer of an at-home kit to measure the mattress ourselves would most likely result in the same measurements. If there is a point to this exercise, I fail to see it. As far as purchasing yet another mattress from Sleepy's, no matter how well it's discounted, this is not an option for us. Our next mattress will be bought at [redacted]'s, where the return policy favors the consumer in a situation like this. The Sleepy's mattress is broken, manufacturer's standards or not.

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 apologize for any consumer dissatisfaction our offer remains the same. An in-home inspection kit or the option of accommodating pricing; this deep discount will allow the consumer to purchase the mattress of their choice at a deeply discounted price. Applicable delivery fees will apply. As the offers presented are available for the consumer to accept or decline.

Since we have reviewed the consumer’s rebuttal, we believe that no additional responses are required at this time. If you have any further questions please contact me at [redacted] at [redacted] or [redacted].

Review: I purchased a Beauty Rest mattress and frame from Sleepys on 5/**/2014 from above establishment. The total price was $1,160.92. Our agreement was that I couldn't keep the footboard, but the headboard would be attached to the frame. It took 3 visits for them to accomplish this, and it was just a matter of using L-brackets, which if they were Mattress professionals, they should have known. Recently I noticed that the right side of the bed was higher than the left, and there were lumps in the mattress on the left side. I called Sleepys and they sent a mattress inspector out on 9/**/2014. He took pictures and said he thought the mattress and frame were defective. I never heard back from them, even thought I placed several calls to them. Finally this morning I spoke to [redacted] at Sleepys, and he said they would replace the mattress but not the frame. I am truly disgusted with Sleepys, and all they have put me through.Desired Settlement: At this point I just want my money back because I have had nothing but problems from day one.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] purchased a Simmons Beauty Rest Recharge Plush queen size mattress, a Pragmatic Titan head up base, one gel back pillow and requested two offsite removals.

On June *, 2014, the day of [redacted]’s delivery the Mattress Professional phoned into our Delivery Support team on the consumer’s behalf. The Mattress Professional advised our Delivery Support team he placed the incorrect adjustable base model number on the consumers invoice. Due to adjustable bases, are non-refundable/non-returnable the Mattress Professional reached out for the Regional in his area to approve his exchange request. [redacted]’s exchange was promptly approved and scheduled for June **, 2014.

On June **, 2014, [redacted] visited her local showroom with claims of the incorrect pillow being delivered. [redacted] claimed she was to receive the gel side sleeper and received the back sleeper instead. [redacted]’s pillow exchange was immediately processed.

On June **, 2014, [redacted] reached out to her local store, and expressed her dissatisfaction with the drive team not being able to attach her headboard. As an accommodation to the consumer in the pursuit of Customer Satisfaction the consumer was issued a refund in the amount of $93.46, plus tax for a total refund of $100.00.

On September **, 2014, [redacted] contacted our Warranty Support department with claims of the mattress delivered in June 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched a third-party independent inspection company to [redacted]’s home and the inspection results revealed that the mattress did not meet the manufacturer’s standards. Pursuant to the manufacturer’s warranty, [redacted] was approved for a warranty exchange of the mattress only. The manufacturer’s warranty clearly states:” Replacement of one piece does not automatically result in replacement of any other piece (see attached).” We are currently awaiting the consumers warranty selection.

Upon receipt of this complaint from your office [redacted]’s invoice was thoroughly reviewed. Our records indicate the consumer has been previously accommodated for her dissatisfaction with the non-assembly of the headboard. As mentioned above the consumer was refunded $100.00, on June **, 2014, for her dissatisfaction.

At this time there will be no additional monetary offer. Sine we have reviewed the consumers complaint we believe that no additional responses are required at this time. 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:

Just replacing the mattress is not going to resolve the problem. The inspector stated that the frame was also defective. However, when I spoke to Sleepys the [redacted] said that the inspectors report did not state that the frame was also defective.

At this juncture one of two things needs to happen:-

1) full refund of my money given all the aggravation, inconvenience and dissatisfaction I have experienced with both Sleepys customer service and the actual mattress and frame; or

2) send another inspector to assess the frame since the first inspector told me that the frame was defective but Sleepys is asserting that his report did not state that.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

As stated in the previous response and to reiterate, the third-party independent inspection company which took the empirical measurements revealed that [redacted]’s mattress was the only defective piece in her bedding set. Therefore, pursuant to the manufacturer’s warranty, [redacted] was approved for a warranty exchange of the mattress only. The manufacturer’s warranty states in clear and concise language:” Replacement of one piece does not automatically result in replacement of any other piece (see attached).” To date we are still awaiting [redacted] to process her mattress selection under her warranty claim.

Unfortunately; we are unable to offer any form of monetary compensation to [redacted] as requested due to aggravation. In regards to the pragmatic adjustable bed base; the manufacturer has been contacted on the consumer’s behalf where a warranty claim has been submitted. Pragmatic will contact [redacted] directly to assist/resolve her concerns.

Since we have reviewed the consumer’s rebuttal as well as contacted the manufacturer on her behalf, we believe that no additional responses are required at this time. If you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### o[redacted].

Review: A mattress set I purchased for over $3000.00 in April of 2012 was defective. The replacement for this mattress set took over 9 months. The replacement set came with the same issues and defects. A manager who had been left numerous messages took over 2 months to return my calls. One of the replacement sets was delivered damaged and returned on the spot causing me to wait and schedule yet another delivery time and date. I had to spend countless hours on the phone, with deliveries, waiting for inspections, dealing with smoker inspectors coming into home, my walls being destroyed from mattress removal and delivery, and customer services constant cycle of management responses. After finally being forced to purchase the same manufacturer's brand of mattress, I have another set, that too, is beginning to sag. On top of it all...I spent less on another model and was forced to hold the balance on a store credit, when my conversation with a manager suggested I would not have to deal with a credit and I would be refunded the difference.Desired Settlement: Refund of $700.00+ dollars.

Business

Response:

Case #: [redacted]

On April **, 2013, **. [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress exchanged in January 2012 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, which examined the merchandise, concluded that the mattress did not meet the manufacturer’s guidelines. Therefore, pursuant to the terms of the warranty, Sleepy’s agreed to replace the mattress ONLY. The mattress that **. [redacted] selected was a down grade from her original purchase price. Sleepy’s policy is conspicuously displayed in our Sleepy’s showrooms and it states in clear and concise language “All exchanges must be for mattresses or mattress sets of equal or greater value”. This is also clearly printed on the invoice **. [redacted] received at showroom level during the initial sale and upon completion of the exchange process. **. [redacted] was reminded and advised that in accordance to Sleepy’s policy she will be issued a store credit for the remaining funds she is able to utilize at her leisure, **. [redacted] agreed to the store credit.

On August **, 2013, **. [redacted] contacted our Customer Service Department where all calls are logged and recorded requesting to speak with a supervisor. At that time **. [redacted] stated that in spite of Sleepy’s policies and procedure she was going to contact the Revdex.com in regards to her difference in price. **. [redacted] was reminded of Sleepy’s established policies also reminded that she signed the invoice and accepted the merchandise under our established Terms and Conditions. An accommodation was made for **. [redacted] and a refund issued in the amount of $901.00, which posted on her Visa Card last four digits [redacted] on August [redacted] 2013.

Since we previously resolved the consumers complaint we, believe that no further action is required at this time and will consider this matter closed. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ([redacted] or [redacted]

Review: My mattress was delivered 9/*/2013. In January 2014 I called sleepys because the mattress was already beginning to sag. They set the request for a warranty rep to come to my house. I did not hear anything for a week so I called back to sleepys, they sent another request. I heard from the outside warranty rep and we scheduled an appointment. He called me the day before he was to come to cancel. He never called me back to reschedule. I called Sleepys, they sent a message to schedule a new appointment. I waited a week and heard nothing so I called back again, they sent another request. I finally reschedule a visit from the rep. I was told I would hear back from sleepys in writing within 7-10 business days, I did not, so I called sleepys. They said I was approved for a return and I should receive a letter in the mail on next steps to process the exchange. I waited a week and did not receive a letter, I called sleepys and they said I could just go into a showroom and share my phone number ([redacted]) to complete the exchange. I went into the showroom, all of the beds were greater than what I had paid for the now 5 month old bed, I contacted sleepys 1800 number again and they approved me to get a new bed at the price that I paid for the old bed. They came to deliver the new bed and they noticed a stain on the old bed so they left without delivering the new bed and called me to say that my warranty was now void because of the stain even though the stain was not present at the rep visit and had nothing to do with the rational for the exchange. They have offered me a discounted bed but refuse to honor the full warranty even though it was promised to me. If they would have responded in a timely manner to my requests this could have been prevented. Also if they would have informed that it was necessary to add the mattress protector back on the bed to ensure no it was not damaged I would have adhered. I assumed once the rep came that they had their information and no further inspection was going to be necessary.Desired Settlement: I would like for the new bed of my choice to be delivered and for them to honor the exchange that they promised me. They should stand behind the products they sell, warranties or not. The bed was 3 months old when I began this process.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] contacted our Customer Service Department

claiming that the mattress set he had purchased from Sleepy’s in May 2013 was

visibly sagging. Since this was what would be a potential warranty issue, we

coordinated for an inspection of the mattress and box spring. The results of

inspection revealed that the mattress was found to be defective under the

manufacturer’s warranty guidelines. Pursuant to the terms of the warranty,

Sleepy’s agreed to exchange [redacted]’s mattress. On March **, 2014, upon completing exchange

for [redacted], our driver’s found multiple stains on the mattress. Since stains void the manufacturer’s

warranty, we were unable to complete the exchange.

Upon receipt of [redacted]’s complaint from your office, Sleepy's Customer Relations Department contacted [redacted] and

reviewed current photos of the mattress and had agreed the stain on the

mattress would void the warranty. In an

effort to satisfy [redacted] an offer of accommodation pricing on a new sale has

been presented to him with no deadline.

If further assistance is needed, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: I visited the Sleppy's Mattress Store for the first time at [redacted] ###-###-#### in February during their Presidents Day sale. As I walked in, a very kind gentleman greeted me and began to assist me for a few minutes. Shortly after he was rudely interrupted by another sales associate named [redacted]. She definitely had her sales had on but not have a clue on how to process my order. Though I could've paid in full; I chose to go through a finance company, called Progressive, to have some extra cash in my pocket. [redacted] stated that there was no interest charged as long as I paid the balance off within 90 days. I paid $200 up front and decided to get a mattress protector for an additional $65 because of how much she stressed that any damage on the mattress would void my warranty. She never mentioned any kind of warranty for the protector or specified a return policy. I never opened the item because my sister gave me protector she never, I figured I'd return mine. I get an email about a week and a half later from Progressive that I have the option to pay off my balance in 90days plus a $40 fee..WHAT?! I go to the store to talk to [redacted]. She had the gentleman that initially helped me on my first visit call corporate to check the return policy. They denied his request and told him I could only get store credit. [redacted] then came over and said she had the same issue with another customer and advised for me to call directly because she is not sure what the return policy is. She seen the item was unopened/used and made a note in my account.What a knowledgeable sales rep huh?! I brought to her attention the $40 fee that progressive is charging and she said" I'm sorry I didn't tell you but yeah that is they're fee.." I was so agitated and stormed out of that store. After I left, I called customer service on 3/*/14 @ 2:07 p.m regarding the return of the product and explained it was unused/unopened. The rep put me on hold for 20min. she offered to call be back with answer on getting my money back. I have not heard back from ANYONE ytDesired Settlement: Refund I would like my full refund for the unused/ unopened mattress protector ($65.39)as well as a waived $40 fee for the mattress pay off. I should not be at fault for the lack of training and product knowledge Sleepy's sales representatives have.

Business

Response:

Case#: [redacted]

On February **, 2014, [redacted] received delivery of a Serta Perfect Sleeper queen size mattress and a mattress

protector. On March *, 2014, the customer contacted our Customer Service

Department requesting to return the unopened mattress protector for a full

refund. At the time of purchase [redacted] received an invoice containing a

statement of Sleepy’s no refund policy in clear and concise language. The no refund policy is also conspicuously

posted in Sleepy’s showrooms. As an accommodation to [redacted] we offered her to

exchange the mattress protector for sheets or pillows as [redacted] contended

that the merchandise was unopened. [redacted] refused our offer.

Upon receipt of this complaint filed with your office, Sleepy’s Customer Relations representative reached out

to [redacted]. We left her a voice mail message on March **, 2014 advising that

if the mattress protector is unopened, we would offer her as an accommodation to

return it for a full refund. Once we hear back from [redacted], we will process

the refund for 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 ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I was left a voice mail saying that they will refund my item as long as it is not opened. I have called back in response to the message but have not heard back on how to go about my refund.

Sincerely,

Review: Approximately three (4) years ago, I brought a Sleepy's mattress and box spring for which I added an additional warranty for the product. Three years after purchasing the set, I started hearing noises when I laid down on my mattress.

On or around June *, 2014, I called Sleepy's and informed them about my concerns. Shortly after calling, a Sleepy's representative inspected the mattress and informed me that the set was defective. He stated that I should have had a board to support the mattress set. I informed the representative that no one informed me regarding this and that no sales person or delivery person informed me regarding a board to support the set. He told me that he would complete his report, and I should hear from a Sleep's representative within a week. No one has contacted me, but I did reach out to Sleepy's and was told that my warranty was no longer effective because I did not have a board underneath my box spring to support the mattress set.

After speaking with the customer service representative, I asked to speak to a supervisor and was told that a supervisor would call me back before the end of the day. That was a week ago and I have not heard anything.

First if the Sleep's salesperson had informed me about a board to support the box spring, I would have known that I could not purchase the mattress set with the bedroom set that I had. If the delivery person had informed me that there was going to be a problem, I would have refused the delivery. No one at any time informed me about a board to support the mattress.

The Sleepy set that I purchased was expensive, and it should be replaced because the mattress set only lasted three years. The bedroom set that I have is expensive, and I have never had any problem with a mattress set because of it.

All things considered, I should have received a phone call from a supervisor in order to resolve this matter.Desired Settlement: I want to be refunded if the mattress set cannot be replaced.

Business

Response:

Case #: [redacted]

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

purchased a King Koil Eaton queen mattress and box spring on September **,

2010. On May **, 2014 [redacted] contacted our Warranty Support Department

advising that her mattress was sagging. As this was potentially a warranty matter,

we arranged to have a third party inspection company inspect her bed. On June

**, 2014 we spoke with [redacted] to advise that both her mattress and box

spring were defective however, per the guidelines of the manufacturer’s

warranty, the warranty on her set was voided due to improper support. [redacted]’s bed frame doesn’t have a center support system which is a condition

of the manufacturer’s warranty. Incidentally this fact supports our findings as

the center of [redacted]’s mattress, where there is no support on the bed

frame, is where the set has the most significant depressions. On June **, 2014

we advised [redacted] that pursuant to the manufacturer’s warranty her claim has

been denied due to improper support.

Upon receiving the complaint filed with your Agency, we reached out to [redacted]

on July *, 2014. We advised her that we reviewed her inspection results and

unfortunately are unable to reverse the findings. However we are prepared to

offer her accommodation pricing on new set. We would also require her to fix

her support on her bed should she accept. [redacted] will visit one of our

showrooms and will contact us for pricing.

We will update this response with your when we have reached further resolution. In the

interim please contact [redacted] at ###-###-#### or [redacted] for further

assistance.

Consumer

Response:

Better Businessureau:

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]

While I am willing to visit a showroom for pricing on a new mattress and box spring, I reiterate that my initial mattress set should have lasted much longer than three years, regardless of the lack of support. I state again that the mattress set that I had for years was a cheap set that I purchased for less than 400.00, and this set lasted for twenty years or more. As I mentioned to your representative, the Sleepy's set became defective on or around February 2013. Consequently, I did not realized that the mattress set had a warranty until I called a year later due to the fact that it was almost impossible to get a good night sleep on the set as is.

While I plan to visit a Sleepy's location and negotiate a reasonable price for a new set, I will not be satisfied until satisfactory restitution is made. I hope to visit a Sleepy's showroom this weekend.

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 apologize if this email is the incorrect process, at this time, regarding my complaint against Sleepy's Mattress Corporation, but I must inform you regarding the lack of response and unprofessional treatment I have received from [redacted]. Specifically [redacted] has not responded to my phone calls to discuss mattress pricing and restitution for the defective mattress I purchased four (4) years ago. Her latest email to Revdex.com is correct, but since that time she has neglected or refused to take any phone calls from me. Please note that I called [redacted], two or three times, after I visited one of Sleepy's showrooms and have not heard anything from her.

This is my latest update and I note that I am completely dissatisfied with Sleepy's and its product.

Sincerely,

Business

Response:

Case #: [redacted]

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

To date we have made several attempts to follow up with [redacted] to no avail and without success. On August **, 2014, an attempt to reach [redacted] was made where a detailed messaged was left due to the consumer being unavailable. The same day in an additional effort to contact [redacted] an e-mail was sent to the consumer utilizing the e-mail address she provided on file as: [redacted].

On August **, 2014, another attempt was made to reach [redacted] where we were again greeted by the consumer’s voice mail; a detailed message was left requesting a call back. While we are committed to assisting our consumers it is difficult if contact cannot be made. Our offer of accommodating pricing remains available for the consumer to take advantage of she may contact me directly by utilizing the number listed below.

In the interim, if we can be of further assistance, please contact [redacted] at ###-###-####

or [redacted].

Review: I purchased the Legend mattress from Sleepys back in September, spent nearly $2,000 for this mattress. The mattress was delivered to my house on September [redacted]. After 8 weeks, I called Sleepy's to file a complaint as I started to notice a very noticeable sag in the mattress. The redirected to the central HQ's to file a warranty claim. They arranged to have a 3rd party company come out to inspect the mattress and promised this would happen with 7 days. Well, it did not, someone at Sleepy's did not file all the paperwork so I had to call again. I finally got a call back on Dec * to schedule an appointment. On Dec [redacted], someone finally made it out to my apartment and inspect the mattress. The technician even said to me "oh yeah, I can see the sag". imagine after just a few short weeks, this mattress is sagging. I am sure it was sag more over the next year. A week later, I get a call back and I am informed that the 1" sag is "within the manufacturer's standards" and that they will not be replacing my mattress. I called them to find out why and what kind of company has standards that allows the product to start to sag within the 1st 2 months. They claimed the mattress has to sag at least 1 1/2 inches. They gave me two options: 1.) conduct another inspection (this was painful to get arranged the 1st time) or 2.) Pay another $125 for their Satisfaction guarantee and get it replaced. I see no benefit to the 1st option. The 2nd option I feel is ridiculous when the product is brand new. Why should I pay pay more money to have what I originally purchased (a new mattress with no defects)? I requested that they waive the fee for the Satisfaction Guarantee and the refused to do so. I do not understand how a company can sell a product and not stand by it. It is not like I purchased a cheap product with poor quality. I expect this product to last me many years.

Product_Or_Service: 9/**/2013

Order_Number: [redacted]

Account_Number: CustomerCode # [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want the mattress replaced and expect for Sleepy's to waive the Satisfaction guarantee fee. They should do the right thing and stand behind the quality of their product. I wonder just how many complaints Sleepy's has gotten on this product. If I purchased this product at Macy's, Costco or any other retailer, they would have refunded me or replaced the product.

Business

Response:

Case #: [redacted]

On September **, 2013, [redacted]

received a Simmons queen size mattress set. On November **, 2013 [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 was up to the manufacturer’s standards and therefore

was ineligible for a warranty exchange.

On January **, 2014, [redacted]

filed a credit card dispute with American Express. Sleepy’s representative

contacted [redacted] and offered her to take advantage of our Satisfaction

Assurance Plus program. [redacted] would be responsible to pay $129.99 and she

would be eligible for an exchange within a year of delivery date. [redacted] declined our offer.

Dissatisfied with the results

of the inspection, [redacted] filed a complaint 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 to replace [redacted]’s mattress as a courtesy.

On February **, 2014, the

Customer Relations Department of Sleepy’s called [redacted] to arrange an

exchange of the Simmons mattress only. [redacted] was advised she would be

responsible to pay the transportation fee of $99.99 and any difference in pricing.

Since we have resolved [redacted]’s

complaint to her satisfaction we believe no further action is necessary. If

there should be any further questions or concerns, please contact [redacted] at

###-###-#### or [redacted]

Review: I made a purchase for my sister who is on disability and was unable to physically go into Sleepy's show room store.Desired Settlement: I Applied for instance credit online and was approved, 7/*/2015. I received an card number and than tried to make a purchase. Transaction would not go through for purchase.

I was inform by Sleepy's customer service that my transaction could not go through. I would have to go in the store to make a purchase and online purchases were forbidden. I than contacted credit card company [redacted] and spoke to a representative who state that sleepys is responsible for customer being unable to make a purchase. The website stated two option either buy online or go to store. One of my main reason for applying for a card was to be able to purchase on line. Sleepy's and [redacted] has proved fraudulent information online. My credit was ran through the credit bureau and was very misleading on behave of making a transaction. I was trying to meet the dead line for the 4th of July doorbuster. This type of false advertisement shouldn't be expose to consumers. This matter needs to be address immediately. Watch out for Sleepy's...

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. We apologize for any inconveniences the consumer may have experienced unfortunately; the Sleepy’s Credit Card is owned and handled by [redacted] and therefore, Sleepy’s cannot assist with billing/disputes inquires. In accordance to our inquiry within the financial institution it was relayed consumers are not able to utilize their finance/open line of credit via online as a precaution to the consumer. It is required that all consumers produce identification to ensure the credit card is being utilized by the authorized user only. If the consumer has any additional inquiries regarding [redacted]’s processes and procedures she can feel free to contact them directly. [redacted] can be reached directly at ###-###-####. By using his social security number and account information they can assist her with her billing disputes. [redacted] may be contacted to make payments by: Mail- [redacted]Phone-###-###-####Online- [redacted] 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:

[Your Answer Here] I disagree with the responses from Sleepy's the website doesn't inform the consumer about purchasing items in the store. It clearly say to option purchase in store or online with credit approval.

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 Consumer [redacted]’s rebuttal. Although the Consumer indicates in her rebuttal that “It clearly says to option purchase in store or online with credit approval”, I was unfortunately; unable to locate anything on Sleepy's’ website which states that online purchases may be made with the Sleepy's finance card. The closest I could find appeared under the “Frequently Asked Questions” where it advises that: “You can also make an online payment and obtain the most current information about your account.”However; making a payment to an account is quite different than making a purchase with an account. To the extent that the inaccurate information the Consumer is describing appears on the Sleepy's website, Sleepy's requests that she specify exactly where it appears and verbiage so we may address the information more directly and thoroughly. Notwithstanding the Consumer’s complaints about the clarity of Sleepy's’ website, she is seeking $3000, as a desired settlement from Sleepy's. Sleepy's fails to see how the consumer has suffered a financial loss. Sleepy's also requests that the Consumer specify the nature of the financial claim.Please do not hesitate to contact [redacted] at ###-###-#### or [redacted] to further discuss.

Review: MY FRUSTRATION IS WITH CORPORATE NOT THIS INDIVIDUAL STORE BUT I COULD NOT FIND CORP ADDRESS ONLINE. WHEN I RECENTLY MOVED I NOTICED MOLD ON MY MATTRESS. I CALLED THE 800 NUMBER AND STARTED THE WARRENTY PROCESS. I TOOK THE PICTURES THEY ASKED OF ME, PROVIDED THEM WITH RECEIPT OF PURCHASE, AND FILLED OUT THE PROPER PAPERWORK. 6 WEEKS LATER THEY CONVENIENTLY LOST A FEW OF MY PICTURES WHICH I RESENT THEM AND THEN THEY CALIMED MY PICTURES WERENT GOOD ENOUGH. I HAVE SENT THEM OVER 10 EMAILS, MADE OVER 10 CALLS AND HAVE BEEN WORKING WITH THEM SINCE FEBRUARY. ALSO IF THEY ARE TO REPLACE MY MATTRESS THEY REQUIRE THEY TAKE BACK THE OLD ONE AND SINCE IT HAS MOLD I AM REQUIRED TO KEEP THIS MOLD INFESTED MATTRESS IN MY HOME WITH BOTH MYSELF AND MY CHILDREEN.Desired Settlement: I NEED A MATTRESS WITHOUT MOLD. THIS IS A SAD RIDICULOUS DAY.

Business

Response:

Case#: [redacted]Sleepy’s is in receipt of the complaint filed by [redacted]. On May *, 2015, Sleepy’s contacted [redacted] since his invoice could not be located in our system of record. Upon speaking with [redacted], it was established the complaint was against [redacted] and not Sleepy's. Sleepy’s does not facilitate the warranty process for [redacted]; customers must initiate a claim directly with [redacted] for any issues they encounter. [redacted] was given the phone number and address for the corporate headquarters of [redacted] so he may further address his complaint. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or at [redacted].

Review: In February of 2013 I purchased a mattress from Sleepy's. At that time there was a promotion, if you purchased a mattress you get the box spring free. I was told since my bed was a platform, I did not need a box spring, so I didn't get one. After a few months my mattress began to sink in the middle and the springs were protruding from the side. That mattress was exchanged. After a few months, my new mattress began to sink in the middle again. I went to sleepy's and was told I needed to purchase a bunky board and that would make the mattress better. I purchased it and it cost about $200.00 (after tax). Months later I had the same problem and my back began to hurt me. I called Sleepy's about this and was told the bunky board I was sold was not compatible to my mattress- it was the wrong brand, and my mattress was too heavy for it. The bunky board was folding in and breaking. I was told someone was going to come to my house and inspect the mattress and the bunky board. I waited 3 weeks and received no call. I had to call on 3 different occasions before someone finally got back to me. Finally someone came to inspect and I was told I would get a call back. Three weeks later - I received no call. I called only for someone to tell me "oh you had a stain on your mattress so your warranty is completely voided." I DO NOT have a stain on my mattress. They voided my 10 year warranty after only 1 year. After talking to several people, I was finally promised a credit for the bunky board to put towards my purchase of the correct box spring. I got to Sleepy's and they said there was no record of a credit. Since I was sleeping on the floor for weeks, I had no choice but to purchase another box spring that cost me about another $300.00.Desired Settlement: I would like a refund for the bunky board and my warranty back for my mattress, since I do NOT have a stain on my mattress!

Business

Response:

Case #: [redacted]

On February *, 2013, [redacted] received a Simmons queen size mattress set. On March **, 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 was up to the manufacturer’s

standards and therefore was ineligible for a warranty exchange.

Dissatisfied with the results of the inspection, [redacted] filed a complaint 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 to replace [redacted]’s mattress as a courtesy. We will also exchange [redacted]’s Bunkie

board.

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].

Consumer

Response:

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

[Your Answer Here]

Sleepy's can not replace my Bunkie board as I have already replaced it. I pain about $300. for the box spring that goes with my mattress. I was promised by sleepy's that I would receive a credit for the Bunkie board to use towards my box spring. No such credit was issued, Instead I paid out of pocket for a box spring.

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:

[redacted] and [redacted],

I am writing to inform you that I visited the sleepy’s show room In order to make an appointment to have my mattress exchanged. As I expected, they had no knowledge of such exchange. Not only did I waste my time going to a showroom as [redacted] directed me too, I also faced embarrassment and looked like a liar. I would like my complaint reopened until this matter has been resolved completely. Sleepy’s has continued to lie and waste my time and I will report this incident again if this is not resolved immediately.

Business

Response:

Case #: [redacted]

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

$184.23 refund on June **, 2014 for the purchase

price of the bunkie board. As soon as [redacted] selects another mattress, we will process an exchange.

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: Hello,

My name is [redacted], my wife and I have spent a great deal of money @ our local sleepy’s in the past few years. One of the mattresses that was sold to us on the promise of its quality was a Dr. Breus bed. We slept in it for approx. 2 years before it slowly became unusable. It has since sat in a spare bedroom…

The bed became forming what can only be described as a gully in the middle. It got to the point where my wife and I had to try and sleep on the very outer edges of the mattress and would literally end up rolling in to the middle during the night, not to mention the extreme back and neck pain. We paid roughly $2300.00 for this mattress.

Recently it was brought to my attention to file a warranty claim which I did. To my shock I just got a call today saying that the mattress met your guidelines and was NOT warranty eligible. This is completely unacceptable and your warranty examination procedure is a complete sham.

Two techs came out and laid a string across the center of the mattress to measure the indentation. Under what school of thought, using any intelligence, would this possible provide any accurate information as to whether the springs in the center are faulty? The springs are located under the pillow top, so measuring above the pillow top, without applying weight/pressure, isnt going to provide any accurate measurement.

Our mattress has sagged so much it has made the pillow top stretch so far that if you are not sleeping on it, it creates a puff of loose, stretched up, pillow top in the middle. The techs clearly noted this in the pictures and even commented on it. Without providing any weight/pressure to the center, of course no measurable indentation is going to show, with the string across the bed method your techs employ.

The bed is completely unusable, its not even close. We’ve had multiple friends and family try it out to see and all agree. It would be an absolute miracle if any mattress failed the warranty inspection given the method you employ. Its set up so Sleepy’s never has to honor a single warranty claim, and they should be ashamed for handling business in that manner.

My wife and I are in our mid-thirties, both successful professionals. We bought this Dr. Breus and a high end Tempurpedic Cloud in the past few years. We will be buying multiple more mattresses in our lifetime and unless this is handled correctly and in an honest manner I can assure you Sleepy’s will not be seeing any more of business, in the many years to come. I hope that our continued business, stream of revenue for years to come, and doing the right thing is worth more to your company than being cheap and cutting corners in the short term.

If need be, please forward this on to a supervisor, as I would like to be responded to by someone with the authority to actually do something. Thank you.Desired Settlement: The business has a responsibility to honor the warranty on a clearly defective problem. Not only is the mattress unusable after only 2 years of use, it has caused significant back problems for us both.

Business

Response:

Case# [redacted]

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

that the Dr. Breus queen size mattress purchased in January 2011 was

sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise.

Sleepy's dispatched a third-party independent inspection company to [redacted]’s home to examine the merchandise. The results of the inspection revealed that the mattress did not meet

the manufacturer’s standards, however, the set was being used on a frame with

improper support, which is a condition that voids the manufacturer’s warranty.

Therefore, pursuant to the terms of the manufacturer’s warranty, Sleepy’s

denied [redacted]’s request to replace the merchandise.

On May **, 2014, Sleepy’s Warranty Support Department contacted [redacted] to advise

on the outcome of his inspection. [redacted] was informed the frame was

missing the center support bar required for a queen size set. Dissatisfied with

this response, [redacted] filed a complaint with your agency.

Upon receipt of the complaint from your agency, a Customer Relations representative

reached out to [redacted] and advised upon review of his account, records

show the kind of frame being used was missing a leg in the center and there are

legs located at the head and foot of frame. Upon inspection he was using a different bed frame, since the bed was

unbearable to sleep on. [redacted] placed the mattress in another room. [redacted] will be sending us photos of the proper frame used under this mattress

when it was in use. Once he does we will allow him to have credit for his mattress towards another mattress.

As we take these complaints very seriously, we will continue to work with [redacted] to ensure his

complaint is resolved. If you have any further questions please contact Mary

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

Review: wanting to purchased a queen mattress and a full set at sleepys during the Columbus day sale I inquired of the salesman about the free delivery and setup.I asked if they would put the new set where the old one is now believeing they would bring the old set to the garage and bring in the new set.the salesman said that would be fine but I would have to pay for disposal per piece if I wanted them to take them.I said no I will take care of them.the queen I did want them to take and paid for that disposal.the drivers showed up, one with a piece in hand went right by me in the driveway saying where do you want it,upstairs?i said yes but the old one is there you might want to take it down first.he went right to the room and seeing the set still there said we don't touch these.I said I don't want you to take them just put them in the garage as arranged with the salesman.the driver came behind and wouldn't move them either saying we don't touch them.after trying to explain, the driver said "I am not [redacted] doing it".being appalled by this I said whats the problem.he said "no,what do you want me to remodel your house to."i don't care what the salesman said"."if he said I was going to paint your house would you expect me to".at this point they tried to leave three times without even giving me my queen mattress.an argument about his language and his customer ethics ensued.he fnalliy called some woman who actually said to him"so whats the problem"after repeating her self he said "that's not the rules" and "I don't get paid for this".having finally set up the queen and takeing the old they left without setting up or even unwrapping the full set leaving my 85 year old father and myself to do.my father,who witnessed this whole profanity laced tyraid was so upset he started to have palpitations and had to lay down for three hours.the selling point to buying at sleepys was the free delivery and setup as I have been out of work for over a decade with an injured back and my father is 85.I explained this to the menDesired Settlement: 1. a written apology to myself and my father.2.the driver should be terminated and the incident recorded.3.I should be reimbursed in full for failing to complete the delivery as promised and keep the mattress' as compensation for our mental anguish having had dealt with hostility and vulgarity at the hands of the drivers in our own home.4.as a good will gesture,the remaining old full set should be picked up and disposed of with no charge.

Business

Response:

Case #: [redacted]

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

We sincerely appreciate [redacted] bringing this experience to our attention. Sleepy’s aspires to provide all its customers with not only the highest quality product; but also with the Customer Service and Delivery Service worthy of consumer confidence.

We sincerely regret that the consumer’s experience did not meet those standards. Occurrences such as these are utilized as training tools and advise us on how we might improve our organization to better serve our valued customers like you. As a form of apology we would like to offer the consumer a complimentary pillow, [redacted] may contact me at the number below to coordinate the pillow delivery.

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

Consumer

Response:

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

Having read the response from sleepys in regards to my complaint about the delivery men,I have come to the conclusion that sleepys and their subcontracted delivery companies have no regard to professionalism as their business motto states.to offer me a complimentary pillow after what my father and I endured is a total joke. I don't believe any customer in their right mind would accept or tolerate delivery men using foul language directed at a customer.to drop the F-word in the presence of church going people is apsolutely intolerable.the hostility and confrontation the delivery men presented was nothing like anyone I know has ever endured.having made multiple attempts at calling and writing sleepys with never getting a response shows me that they have no regard to customer satisfaction.further more I reject their shallow attempt at an apology and insulting offer of compensation.I do not believe this has been resolved because they have not answered to any of my desired outcomes on my original complaint.I believe the incident was exceptionally disturbing and deserves the highest attention possible.no one should be put in a position of distress like we were,ever!

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 surprised to receive this rebuttal from you agency regarding [redacted].

In response to the consumers rebuttal, and in an effort to resolve the complaint we have complied with the consumers request of an apology in written form sent to his residence. In conjunction; with the previous apology supplied to your agency. In an additional effort to resolve, the consumer was advised as a form of an apology we were offering the opportunity to select a set of complimentary pillows or sheets. In response the consumer selected a Merino wool comforter which retails at $584.99.

Since we have provided the consumer with a written apology as requested as well as the complimentary comforter, we believe no additional responses are required. If the consumer has any additional concerns please do not hesitate to contact me [redacted] at [redacted].

Consumer

Response:

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

I apologize for the confusion about the last rebuttal as my wife was negotiating the complaint in my place.I have received the letters and are awaiting a complimentary comforter.

Sincerely,

Review: I purchased a full size bed set and a queen size bed set along with a twin flat spring on Friday, September [redacted] 2014. I made sure I had the funds to cover the total amount. I debited the amount from my personal account. I basically paid cash on this purchase. My part in this is that I did not question the amount to be paid even though it was higher than I had calculated in my head. I decided to go over the paperwork once I returned home. In the meantime, the sales representative caught the mistake. The sales price was not generated on the order. I was over charged $200 on each bed set. The sales representative had called and left 3 messages that Friday night and 2 on Saturday, September [redacted]. I spoke to him on Sunday, September [redacted] after delivery was made. I was assured that I would receive my refund, plus 10%. I was told that I would hear back from the company if there is a problem, if not, the refund has been approved and will be sent. I kept checking my account but no refund found. I sent an email to Sleepy's customer service on October [redacted]. Still no response as of today, not to apologize, to say the email has been forwarded to the correct department, etc. I went back to Sleepy's in [redacted] on Sunday, October [redacted] hoping to be able to talk to the original sales representative (the sales reps are moved around to different stores). He was not there. A males sales rep was there along with a woman (sorry, wrote name down but unable to locate paper with it). The sales rep went over the invoice, advised I was well within the 30 days for price guarantees and sales. He advised he was unable to check on status. He called his [redacted] by the name of [redacted]. I spoke to [redacted] on the phone. He advised he would enter another request, that I would receive the $400 plus 10% and refund on my delivery. He also advised he would speak with the original sales rep to check on refund status. I still have not received the refund due me.Desired Settlement: I want the refund that is due me. I did not fall short or cheat on my end and I expect the same from Sleepy's. Obviously, Sleepy's guarantee (also posted on their wall and in the paperwork)along with their word is no good and their word is not their bond as a company. There is no integrity shown.

Business

Response:

Case #: [redacted] Unfortunately, and very much out of the ordinary the person handling [redacted]’s refund processed it incorrectly, causing a delay. Our Accounting Department has reinstated [redacted]’s funds to her Visa Card last four digits [redacted]. We sincerely apologize for any inconvenience that this delay caused [redacted]. If I may be of further assistance, please contact me [redacted] 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,

Review: I purchased a bed from them on the [redacted] of November, I am not happy with it. On 12/*/13 I contacted them about returning the bed, I was told it is not refundable that I and my nurses aide was told about the bed not refundable. That is not true why would I pay almost $6000 for something that I can't return if it doesn't work for me. Am I alone in complaining about sleepy practice. I have contact also temperpidic same story no compassion or understanding.Desired Settlement: Full refund please and also let other consumer know please especially the elderly. I have a feeling a bunch of us are stuck with a temperpidic bed from sleepy but just remain quiet because there seen to be no way out.

Business

Response:

Case #: [redacted]

Review: We are on our [redacted]mattress with sleep's. They have continually sold us inferior products and then only cover the cost of the mattress not the box springs which are required for the guarantee of the mattress, so we as I said are on our **mattress each of which we had to go to a cheaper product, because of the loss of the price of box springs each time. Now they tell us this mattress company states that the mattress forms to your body. They told us in the store that this mattress would keep its firmness and form. This is all within less than 2 years.Desired Settlement: We are so tired of them, we want our original monies back and them to remove this latest piece of garbage.

Business

Response:

Case #: [redacted]

On September **, 2013, [redacted] contacted Sleepy’s Customer Service

Department claiming that the Simmons Beauty Rest king mattress received as part

of a previous warranty exchange in March 2013 was sagging. Since this was

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

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

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

mattress did not meet the manufacturer’s standards and the box springs did meet

the manufacturer’s standards, and therefore only the mattress qualified for a

warranty exchange. [redacted] was mailed a letter of credit on October *, 2013.

On October **, 2013, [redacted] returned to her local showroom and selected Carolina

Radiant king size mattress set. On January **, 2014, [redacted] contacted

Sleepy’s Customer Service Department claiming that the recently delivered Carolina

Mattress was showing signs of visible sagging. Sleepy’s dispatched a third-party

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

once again revealed that the mattress met the manufacturer’s standards, and

therefore did not qualify for a warranty exchange. However, the box springs did

not meet the manufacturer’s standards and therefore qualified for an exchange.

In an effort to resolve [redacted]’s complaint, Sleepy’s can offer for her to take part in our Satisfaction

Assurance Plus program. The program would allow [redacted] the opportunity to

exchange the mattress and box springs. As an additional accommodation, Sleepy’s will waive all applicable fees as well as

offer credit for previously received Simmons box springs.

If [redacted] would like to take ad[redacted]tage of this offer please have him contact [redacted] at [redacted] or [redacted].

Consumer

Response:

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

I have called [redacted] at ###-###-####, yesterday and today, with no response. My wife and I accept the offer in her letter, (In an effort to resolve [redacted]’s complaint, Sleepy’s can offer for her to take part in our Satisfaction

Assurance Plus program. The program would allow [redacted] the opportunity to

exchange the mattress and box springs. As an additional accommodation, Sleepy’s will waive all applicable fees as well as offer credit for previously received Simmons box springs.), and have asked for something in writing that we can take to a Sleepy's in order to get a new mattress and box spring. As we both have bad backs we would like to do this as soon as possible. Thank you for your help.

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:

From: [redacted] and [redacted] RE: CASE ID#[redacted]. To: [redacted] Dear [redacted] and [redacted], We are back to square one. Another bed from Sleepys that hasn’t lasted 6 months. We find it impossible to believe that we are just getting bad beds from Sleepys. They seem to sell inferior quality products. We at this time are requesting that Sleepys return all monies that we paid them and remove this mattress and box springs from our house. We are in hopes that you both can go back to our case #[redacted] and see that it is just over 6 months at this time, and it has taken us a while to once again complain. I’m enclosing a copy of the warranty review form and as many pictures as my computer allows. More will follow in separate emails. As we have stated in our previous letters we both suffer from back pain which is why we bought a new bed and with each mattress we have received from Sleepys, they seem to last only a couple months.

This is our 6th bed (at least) we want a refund of all monies paid to Sleepys and for them to remove this mattress and box springs from our home! Refund-Check Thanks for your help, [redacted] & [redacted]

<

Business

Response:

Case#: [redacted] We are in receipt of the rebuttal filed by [redacted] and [redacted]. Upon receipt of the rebuttal filed with your agency, our Customer Relations Department reached out to [redacted]. Notwithstanding our terms and conditions but taking into consideration the results of the most recent warranty claim, which reflects the Simmons Comforpedic king size mattress being defective and their account history, Sleepy’s has offered for [redacted] and [redacted] to return the Simmons Comforpedic king size mattress and box spring for a refund. The return is scheduled for Wednesday January **, 2015. [redacted] was informed upon the bedding being returned into the warehouse; Sleepy’s would mail him a check being the finance account has since been paid off. Since we have resolved the complaint to the customer’s satisfaction, we believe no further action is required at this time. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or at [email protected].

Review: This is the second day I've wasted waiting around for the delivery of my bed. They couldn't deliver in their window of service time yesterday or today. I received no phone call telling me that so I could go about my day. Customer service was less than helpful and asked me to accommodate their drivers. My time is valuable and I am PAYING for the service. This has been a horrible experience I am would be glad to give them their bed back for a full refund. In this day and age I can't understand why a company your size can't figure out how to deliver merchandise in a timely responsible manner. I want a full refund and to return your goods.

What kind of business models asks the CLIENT to accommodate their workers because they can't do their jobs in the time frame they have?? I know my company wouldn't be in business if we tried that.Desired Settlement: I want a full refund and you can keep your bed.

Business

Response:

Case#: #[redacted]

On April **, 2014, we processed and exchange for [redacted] and scheduled her

for delivery on May *, 2014 between the hours of 9 AM and 1 PM. [redacted] contacted our Customer Service

Department to get an estimated arrival of the driver. We contacted our drive

team and discovered that the driver’s had a routing issue which was going to

have them arrive outside of the scheduled timeframe. Customer was

understandably upset and requested the the driver call her 30 – 45 minutes

prior to arrival. [redacted] did receive her delivery outside of the previously

scheduled time.

We reached out to the customer on May **, 2014 and apologized for the

inconvenience she experienced. We also explained to [redacted] that this

incident was very much out of the ordinary and we are usually proactive when we

are made aware the drivers are running late. We will be sending [redacted] a set

of pillows as a customer service gesture.

If you should require additional information please contact [redacted] at

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

Review: Sleepy's delivery men tried to intimidate us into accepting a damaged wet mildew mattress.

We said it was dangerous for our one year old and he said in a loud voice as he walked towards my scared wife, just take it.

We said no, you take it if you want it said, I don't have as much money as you and I know where you liveDesired Settlement: A mattress to sleep on. Has cost me over 1000 in rental cars driving back and forth waiting for delivery that never shows up

Business

Response:

Case # [redacted]

On July ** 2013, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress she purchased in May, 2012 was sagging. Since this 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 mattress and box spring. The inspection results revealed that both the mattress and box spring did meet the manufacturer’s standards and therefore, was not defective. Pursuant to the manufacturer’s warranty, [redacted] was advised that her mattress set was up to the manufacturer’s standard and therefore not eligible for an exchange. Customer advised that she was experiencing extreme discomfort sleeping on the bed and as a good customer service gesture we offered her a partial store credit in the amount of f $899.00 to use towards the purchase of another set. Customer was advised that we would not pick up the bed and she could dispose of it on her own.

On September *, 2013, our delivery team attempted to deliver customer’s new merchandise. It was raining heavily and the mattress and box spring got wet during the delivery process. The old set that the customer had decided to keep in their home was also scuffed and soiled when the drivers moved it around in an attempt to deliver the new set. The customer became understandably upset and advised she no longer wanted it in her home. Customer rescheduled her delivery.

On September **, the customer spoke to one of our [redacted]’s in the Customer Service Department to discuss several issues surrounding her experience with her delivery process and our delivery team. We apologized to the customer for the negative experience and any inconvenience this may have caused. Customer requested monetary compensation. We offered a refund in the amount of $300.00. This would have been the balance of the partial store credit of $899.00 that she received for the set that she exchanged. Customer refused this offer.

Upon receipt of this complaint filed with your office, we attempted to contact the customer and left her a voice mail on October *, 2013. We called the customer again on October *, 2013. Her husband, [redacted] advised that they were on vacation and we should contact them on the [redacted] of October when they return.

We will follow up with the customer after the [redacted] of October. If you have any further questions please contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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

None of the facts are correct.

Review: On 10-*-2014 Purchased a mattress from the [redacted]. Sleepys. We were told the mattress would be in the following[redacted]. we showed up the following [redacted] and the mattress wasn't in. the salesperson [redacted] who sold us the mattress said that it would be another week, that it must have been on back order and it would be another week. So the following [redacted] we showed back up again. Still no mattress. Later that week I called into the store to find out the status of the mattress and a lady claiming to be an inventory manager looked up the order and said that the order was never placed. So the following [redacted] we stopped in at the sleepys location and asked for a refund. We have been sleeping on the floor for over a week since our air mattress went bad. On 10-**-2014 The store manager [redacted] took the copy of our receipt, wrote on it that we should receive a full refund and said that [redacted] would take care of it in the morning and give us a call. after 2 days with out a phone call we called the sleepys customer service number. Where I spoke to [redacted]. We told him of the situation and he told us that he would put in the refund for the full amount and that it should be credited back to our account with in 3 to 5 days. This was around the [redacted] of November. It has now been over 3 weeks since the request was made for the refund and we were assured by a store manager and 2 customer service reps that the money would be refunded in its entirety since we did nothing wrong and all of the people at sleepys [redacted] and [redacted] agreed and said that we would receive a full refund. So why have we yet to see it? All We have received is a refund of $14.03. The invoice number for the matress is [redacted].Desired Settlement: Full Refund for invoice [redacted] for the amount of $649.06 Like We were promised by 3 separate Sleepys Representatives.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted] as our records indicate. [redacted]’s claim regarding the restoration of her funds was thoroughly reviewed. Unfortunately, and very much out of the ordinary the person handling [redacted]’s refund processed it incorrectly, causing a delay. Our Accounting Department has reinstated the consumer’s funds to her [redacted] last four digits [redacted]. The consumer should allow the standard three to five (3-5) business days for the refund to reflect at her financial institution.We sincerely apologize for any inconvenience that this delay caused [redacted]. Since we have reviewed the consumer’s complaint and restored the funds, we believe that no further responses are required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

Review: I ordered a bed a few months ago. We got married shortly after and when we came back from our honeymoon, we finally were able to sleep on our new bed. We noticed shortly after that the headboard was not put together properly and called Sleepy's. I had to schedule an appointment and They sent over a delivery person to come and look at it. The delivery person confirmed that this is a known issue with this specific model and suggested I call Sleepys back to have it replaced. I called Sleepy's and they said I couldnt have it replaced without an appointment with an inspector (who they should have sent to begin with). When the inspector came to examine the bed, he confirmed we need a new bed. At the next appointment (keep in mind I have to adjust my work schedule EVERY time!), they delivered a new bed. The delivery was scheduled for an evening appointment. When the delivery men arrived, they were complaining about the fact that this specific bed takes so long to put together and that it's not a good bed to begin with because of it's issues with breaking. I felt very uncomfortable as the man kept on going on about how long the bed was taking to put together and how the dispatchers should not make evening appointments for this bed. They rushed the job and it was obvious they did not put it together properly. I called Sleepy's and made yet another appointment for an inspector to come out to fix/replace the bed. Sleepy's sent another delivery person to come out and try to correct the issue. The man came and confirmed I need a replacement bed!!!! Yesterday, the delivery men came to do the replacement. They looked at my old bed, and confirmed it was broken...then they opened the box to the new bed and saw that was broken as well!!!!!Desired Settlement: I want a full refund for both the cost of the bed, as well as the delivery charge I was charged for the replacement. At this point, I still have a broken bed and i've paid Sleepy's!

Business

Response: