Sleepy's

Review: My wife and I purchased a Cool Air Foam/Gel mattress from Sleepy's on [redacted]., [redacted], **. The mattress was delivered and set up on A [redacted]. We were told to allow 4 hours for it to rise to the maximum 10' height. 24 hours later the mattress was only at about 9" high. [redacted] my wife called the store and told the salesperson we wanted to return it for a refund. He directed us to customer service which after giving us every excuse he could think of including it being on the delivery truck in the cold overnight, that they would only offer us an exchange and that it would cost us an additional $150. Needless to say I blew my top. We had a $1000 mattress that was like a rock and had to sleep on it now for three weeks, both of waking up in pain and discomfort.Desired Settlement: Bottom line is we want to return the mattress for a full refund. No exchanges.

Business

Response:

Case #: [redacted]On November *, 2014, [redacted] and [redacted] received from Sleepy’s a queen size Classic Sleep Options Gel/Memory Foam mattress alongwith some accessories. On November *, 2014, [redacted] contacted our CustomerService Department stating she would like to return the mattress for a refund.[redacted] was informed a refund would not be accommodated and could do anexchange only. [redacted] requested to speak to a Supervisor. Upon speakingwith the Supervisor, [redacted] expressed the mattress was very firm andhad not risen to the 11” it should be. [redacted] was advised Sleepy’scould offer an exchange to a different mattress; however [redacted] refusedthe offer only wanting a refund. [redacted] was informed the refund wouldnot be an option. Dissatisfied with this response, a complaint was filed withyour agency. On November *, 2014, upon making their purchase, [redacted] and [redacted] received an invoicecontaining a statement of Sleepy’s No Refund Policy in clear and conciselanguage. The No Refund Policy is also conspicuously posted in Sleepy’s showrooms. Upon receipt of the complaint, a Customer Relationsrepresentative attempted to reach [redacted] and [redacted] to no avail. Adetailed message was left for them on their voicemail of the offer Sleepy’s wouldmake. We are sorry to hear that [redacted] and [redacted] are unhappy with theirmattress purchase. In an effort to resolve the complaint, Sleepy’s will onlyoffer an exchange to any other mattress of their choice of equal or greatervalue. Sleepy’s will also offer to waive the fees normally associated. Since we have attempted to satisfactorily resolve [redacted]and [redacted]’s complaint, we believe that no further action is requiredat this time. If you have any further questions please contact [redacted]at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]

In reference to documents we had gone home with at time of purchase. My wife had signed an electronic pad for any and all signatures before seeing any paperwork. My wife was told basic information as she was signing each signature. It was not until after all documents were printed after signing the electronic pad that the sales person explained in full, what she had signed. In reference to the phone calls to resolve the issue: I received 1 phone call on my cell phone. I did return the call from work and was directed to someone and put on hold and was disconnected. Since it is my place of work, I was unable to keep trying to resolve this by making phone calls during work hours. I did not receive any phone calls what so ever at my home for any resolution from Sleepy's in this matter. I do have an answering machine. There were no calls from Sleepy's at all.

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

Sincerely, [redacted]

Business

Response:

Case #: [redacted] Sleepy’s is in receipt of the second rebuttal regarding Case # [redacted]. As stated in our original response, a Customer Relations representative contacted [redacted] and [redacted] on December **, 2014 on their daytime phone number provided and left a detailed message regarding a resolution to their complaint. Sleepy’s will only offer an exchange to any other mattress of their choice of equal or greater value. If you should have any question, please feel free to contact [redacted] at ###-###-#### or [redacted].

Review: I purchased in cash, the captioned mattress from Sleepy's 9/*/14. The mattress was delivered on 9/**/14. I had surgery 9/*/14, and was hospitalized and in rehab from 9/*/14 to 10/**/14. After sleeping on the mattress for three (3) days, I realized that something was wrong with it. I contacted Sleepy's about the condition of the mattress and on 11/*/14, Sleepy's sent [redacted]., to inspect the mattress. On 11/*/14, I received a notice dated 11/*/14, advising that the, "... mattress is not up to the manufacturer's standards as stated in your warranty booklet. You are eligible for a mattress exchange..." The notice also asked me call ###-###-####, to arrange for delivery date of the replacement mattress. Please note that in the same envelope was a Sleepy.s credit memo, to be redeemed at Sleepy's. On the credit memo it was stated that no refund would be issued.

Further, I called the number referenced above on 11/*/14, the same evening I received the letter from Sleepy's. The Sleepy's representative advised that a new mattress would be delivered to me between 1pm and 4pm on 11/*/14. The mattress was delivered. When the bed was being made up a few minutes after the delivery men left, (please note that the delivery men had put back the Sleepy's mattress protector on the new mattress), I noticed that there was a strong smell of cigarettes. When I laid on the mattress to check it out, I noticed that the cigarette smell was even stronger. I do not smoke. When my brother, also a non-smoker, entered the door of my bedroom he also smelled cigarettes. Upon laying and sitting on the replacement mattress, I also noticed that the same problem existed as with the first mattress. I immediately called Sleepy's, and advised that the mattress was in the same condition as the first, and also advised them about the smell of cigarettes. I asked if the mattress was new, and was advised that it was. The representative, [redacted] advised a new mattress would be delivered to me the next day. Well, the next day, 11/*/14, a new mattress was delivered, and it was in the same condition, and also reeked with the smell of cigarettes.

On 11/*/14, I called Sleepy's again to advise them that they sent me another mattress which was no good, and I complained that it must be an old mattress, since it also reeked of cigarettes. I told [redacted], a [redacted], that I wanted my money back. She advised that it was not Sleepy's policy to refund, but that I could go to a Sleepy's showroom a pick out another mattress within * days, or I would have to pay fee of $150, for another mattress. I advised her that I recently had [redacted] surgery, and was unable to go to the showroom. She said that Sleepy's would make an accommodation, and allow me 30 days to go to the showroom to pick out another mattress. To date I have not been able to go to the showroom, as during my recuperation I am pretty much home bound, as I can't bend, lift, or twist, because of the [redacted] surgery which I recently had. Trying to pick out a mattress online is difficult.

Prior to having the [redacted] surgery, I had spent a long time in the Sleepy's showroom trying out several mattresses, and I picked captioned mattress. I can't go to try out other mattresses, and the [redacted] Sleeping Beauty Statesman Firm was the only mattress which seemed comfortable to me. Since the 3 mattresses that were sent to me by Sleepy's were all defective and seemingly previously used (i.e. not brand new mattresses), as evidenced by the Sleepy's inspection notice and credit memo for the 1st mattress, and by the 2nd and 3rd mattresses having the same defective condition as the 1st, as well as strong cigarette odor, I am asking for a full refund of the $1,[redacted].36 plus NY State tax, which I paid in full for the mattress.

At this point, I have no confidence that if Sleepy's sends me another mattress, that it will be brand new because the first 3 were defective and in a seeming used condition.

Please note, that I have tried contacting Sleepy's corporate office asking to speak to [redacted] or [redacted]. I was told that I will have to speak to someone else, and was transferred to a [redacted]. I spoke to [redacted] who reiterated the same advise as the other [redacted]. I called [redacted] 's [redacted] 1*/*/14, and left a message for him on his voicemail. On 1*/*/14, I spoke to [redacted] of [redacted], who advised that [redacted] asked her to reach out to me. She said it's not [redacted] responsibility to refund my money, as I purchased the mattress from Sleepy's. Also, she said she spoke to someone in Sleepy's corporate and asked them to help me. On 1*/*/14, I also spoke to [redacted] of Sleepy's and she said because I am in no condition to go to the showroom to try out mattresses, she would give me until March to go to showroom to pick out another mattress.

Today, 1*/9/14, I asked [redacted] to send me an e-mail confirming that I have until March, 2015 to go to showroom. She said she can't extend until March, 2015. Then I again explained that I am unable to go to showroom, and that I am now in so much pain. It's painful to get in and out of bed because of the condition of the mattress. She said she'll put in my file that I have until March, 2015 to go to showroom to pick out another mattress. I also spoke to [redacted] of Sleepy's today. Both [redacted] and [redacted] said they can't send me e-mail confirmation that I have until the end of March 2015 to pick out another mattress. Please note that because of the mattress condition, I am feeling more pain now to get in and out of bed than when I first came home from rehab.

Your help with this will be greatly appreciated.

Thanks and God bless, [redacted] ###-###-####Desired Settlement: I believe that Sleepy's should refund the money, because each of the 3 mattresses they delivered to me was defective.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted].We were surprised to receive this complaint from your office considering our records indicate there has been an accommodation of extending the Comfort Exchange for [redacted] until March **, 2015. While we are sympathetic to the consumer’s relayed occurrences; our policy and procedures unfortunately remain the same. At the time of [redacted] initial purchase she received a copy of Sleepy’s Terms and Conditions indicating our No Refund Policy in clear and concise language, which is also conspicuously displayed in all Sleepy’s showrooms. Taking into consideration our established policy we are unable to honor [redacted] request of any form of monetary refund. However; her invoice has been documented in regards to the accommodation of the extended Comfort Exchange, we are currently awaiting [redacted] reselection within the above mentioned allotted time. Since we have previously resolved [redacted] complaint and the offer remains unwavering, we believe that no further responses are required at this time. The consumer may contact me at the number below to assist with the coordination of her Comfort Exchange. If you should require any additional information, please do not hesitate to contact [redacted] at ###-###-#### or email at [redacted].

Consumer

Response:

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

Sleepy's has not resolved my complaint in that I have already requested that 2 of the 3 defective mattresses be replaced and each replacement has also been defective (2 of the 3 mattresses also wreaked with cigarette smoke).Sleepy's policy of no refund could be honored if Sleepy's sold me a brand new, non-defective mattress, which is what I paid for and which is what they told me that they would provide to me for the purchase price. However, none of the mattresses provided by Sleepy's have been brand new and non-defective, even by Sleepy's inspector's own admission per the inspection letter for the initial mattress, which states that the "mattress is not up to the manufacturer's standards as stated in [the] warranty booklet" and that issues have been observed in the form of "Noise, 1 1/8" IMPRESSION MID CENTER OF MATTRESS. COILS CAN BE FELT AND HEARD POPPING SLIGHTLY WHEN PRESSURE IS APPLIED ON LEFT SIDE OF MATTRESS."At this point, I have no confidence that Sleepy's will EVER provide a brand new, non-defective mattress as evidenced by the three defective mattresses that they have already provided to me.Because Sleepy's has not kept their part of the sales contract, in that they have not provided a brand new, non-defective mattress, which is what I paid $1,353.24 for (amount includes New York sales tax), I am demanding a full refund of the money that I spent with Sleepy's for this purchase.

Sincerely,

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your rebuttal regarding [redacted].Upon review of [redacted] rebuttal our records indicate the consumer has had one inspection which was coordinated on October **, 2014. On November *, 2014, [redacted] inspection was completed, the third-party independent inspector captured empirical measurements of top left side three quarters of an inch (¾), left side center one inch (1”) and side center one and one eighth of an inch (1 1/8). In accordance to the manufacturer’s legal limited liability warranty the mattress was performing up to the manufacturer standards. The manufacturer requires a body conformity of an inch and a half or greater (1 ½) for the processing of warranty claims (see page 7 manufacturer warranty booklet). However; based on the observations of the inspector as mentioned of coils and a slight popping the consumer was granted an exchange of the mattress which was completed on November *, 2014, seven days after the initial inspection (see attached).On November *, 2014, the same day of the exchange the consumer phoned in with alleged claims of the newly delivered mattress to be sagging. In the pursuit of Customer Satisfaction an exchange was immediately processed as a courtesy for the consumer. The exchange was completed on November *, 2014, the next day (see attached). On December *, 2014, [redacted] contacted our Customer Care Department and spoke with a member of our Management Team. The consumer advised she was confined to the bedding and was undergoing extensive [redacted] however; she was interested in the Comfort Exchange and additional time was required. As a result and in an effort to accommodate the Comfort Exchange period customarily with a thirty day (30) time frame was extended for three (3) months, thus expiring March **, 2015. In regards to the consumer claims of the merchandise being refurbished and not newly constructed the manufacturer affixes all of their merchandise with law tags and serial numbers along with the date of construction, for concerns such as these. The consumer can refer to her law tag for concrete validation of the date of construction. Unfortunately; our position remains the same we are unable to offer any form of monetary relief. The extended Comfort Exchange until March [redacted] 2015, we remain available for the consumer to take advantage of. Since we have reviewed [redacted] rebuttal and our offers and position remains unwavering, we believe that no further responses are required at this time. The consumer may contact me at the number below to assist with the coordination of her Comfort Exchange. If you should require any additional information, please do not hesitate to contact [redacted] at [redacted] or email at [redacted].

Review: Purchased [redacted] Queen Size Foundation and Mattress set on 3/*/2015. Mattress begins to sag in middle in about 2 weeks. Was promised by salesman ([redacted]) if I was dissatisfied for ANY reason to return to store, which I did. Even if I was dissatisfied with the comfort. He also told me that [redacted] gives purchasers of this particular mattress a 12 week turn around and they would swap it for a good mattress. Talked to store manager ([redacted])on April **,2013 he explained that the sagging spot had to be between 1 inch and 1 1/2 inches before [redacted] would do anything about it. Sagging spot getting worse and no help from the store. [redacted] said I could upgrade for another $900.00, making a total of almost $2,000.00. I cannot afford this extra expense on a fixed income. Please help me correct this problem, before time limit expires. Thank you kindly. [redacted]Desired Settlement: Swap this model mattress for next upgrade. It gives more support also.

Business

Response:

Document# [redacted]On March *, 2015, [redacted] received delivery from Sleepy’s of a queen size [redacted] iSeries mattress, box spring and mattress protector. Upon receipt of this complaint, [redacted] stated that the mattress was sagging. She contacted her salesperson but felt he gave her a difficult time processing a return of the set in accordance to the [redacted] 120 Night Trial as promised at the point of sale. On April [redacted], a Customer Relations Representative spoke to [redacted] and presented the option to return or exchange her queen size [redacted] iSeries set. The Representative explained the [redacted] 120 Day In-Home Trial in depth as noted on her terms and conditions which were provided at the point of sale. Furthermore, [redacted] was advised that a shipping and handling fee of $175 will apply if she opted to return the set. [redacted] was also advised that if she opted to exchange the set, she would not incur any fees. [redacted] asked for some time to make a decision about these options and advised the Representative that she would call her back.On April **, 2015, [redacted] contacted the Customer Relations Representative and advise that she has decided to return the mattress and box spring under the terms of the [redacted] In-Home Trial and is aware that a $175 fee will be subtracted from her refund. The return was completed April **, 2015 and a refund was issued back to the original form of payment. As we take these complaints very seriously, we believe 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].

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 was NOT notified of the return fee ($175.00) until I talked to [redacted] about returning the set. They also charged me approx. $9.00 TAX on this fee. In this Commonwealth you do not tax fees. I have already been taxed once on this fee and asking for a refund on $175.00 AND $9.00 tax

. Thanking you for your kindness, attention and consideration, I remain Sincerely, [redacted]

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 a rebuttal filed by [redacted].As stated in our last response, [redacted] was made aware of the one-time shipping and handling fee of $175 to initiate the [redacted] iSeries Vendor Trial. On April **, 2015, a Customer Relations Representative spoke to [redacted] and presented the option to return or exchange her queen size [redacted] iSeries set. The Representative clearly explained the details of the [redacted] 120 Night In-Home Trial and referenced the information directly from her Terms and Conditions. Furthermore, at the time of purchase, [redacted] received an invoice which states in clear and concise language the terms of the [redacted] 120 Night In-Home Trial: “All vendor In-Home trials require that you sleep on your mattress for a minimum of 30 nights 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. The In-Home trial offer is available only on mattress purchases and excludes adjustable foundations and frames. The customer is responsible for paying the regular everyday price for all pillows, frames and accessories originally offered for free if returning a mattress under any of the In-Home Trials.”We do take these complaints very seriously, however, we are unable to honor [redacted]’ request of a refund for the $175 shipping and handling fee as it is part of the contract agreement that she made at the time of her purchase.If we may be of any further assistance, please contact [redacted] at ###-###-#### or [redacted].

Review: Iam Brian W[redacted] in behalf of my mother judith w[redacted] a senior citizen has issues with her bed that she purchased from sleepys

case#[redacted] she was was sitting on her bed and the metal piece from her bed fram snapped it was very sharp

poked through the matress a little bit and almost caused her injury the bed is no longer safe for her to sleep

as the metal pieace could end up going all the way through and stab her she is still in warranty and im asking

sleepys for a replacement bed and mattress as the matresss is also sagging causeing her pain

this is a health risk for my mom as she has no bed to sleep on she is very sad and disapointed about her

experience that she is going through with her new sleepys mattress this is a urgent matter and will be expecting

your timely response regular customer service was no help to her as they mentioned something about sending out a kit

it would be inhuman to let her suffer days and weeks without a bed due to a faulty product please contact ms w[redacted]Desired Settlement: Replacement

Business

Response:

Case# [redacted] Upon receipt of the complaint filed by [redacted], a Customer Service Manager contacted her on May *, 2016 to assist with her warranty claim. In the pursuit of customer satisfaction, [redacted] was provided a store credit of $814.97 for her twin size Carolina mattress and metal flat spring. She has chosen to use the store credit towards the purchase of a twin size Laura Ashley mattress and a flat spring. The delivery of the new merchandise was completed on May *, 2016. Since we have satisfactorily resolved her complaint, we believe no further action is required. If there are any other questions or concerns, please contact Chanelle Rousseau at ###-###-#### or [redacted].

I ordered a Queens sized [redacted] ISeries mattress and after I put it on my new frame about 2 weeks later I realized that the mattress was about 2.5 to 3 inches short in width. I measured it and it came up to 57.5 when it should be 60. I contacted Sleepy's customer service and was informed that they would exchange out the mattress for a new one without a problem. I even contacted the showroom and the sales person measured the mattress in his showroom to make sure and even he said his mattress was coming up to 57.5. I asked them to make a note and measure out the mattress in the warehouse before it is sent and was told that they would. I also contacted [redacted] directly and advised them of the problem. A few days later the new mattress was delivered and it was the same problem. The mattress is so short in width that even the delivery person noticed. I contacted Sleepy's again and told them I wanted a refund but they told me they would get a managers approval and do another exchange but make sure the mattress is measured before being delivered. I waited another day for the new mattress to arrive but the driver could not make it in the 4 hr window given to me so I had to reschedule the delivery. The new mattress was delivered a few days later and I had the SAME EXACT problem. I contacted Sleepy's customer service for a refund and was told I had to wait 30 days as per [redacted]'s policy. I contacted [redacted] and was told that I didn't have to wait 30 days since there was an obvious defect in the mattress. I contacted Sleepy's again and was told I needed to get an authorization number from [redacted] for a return. I called [redacted] back and was told that was a total lie and to call Sleepy's back. I called Sleepy's and spoke to a supervisor. She put me on hold for a few minutes and contacted the district manager. I was told that I should receive a call from the district manager in 10 minutes to process the return. I received a call from the show room where I purchased the mattress within 10 minutes and was told to come in to process the return. I get to the showroom and was advised that there would be a $175 return fee. I tried to explain that it was a defect in the mattress. Why would I be charged a return fee? I contacted the corporate office again and the representative agreed that I shouldn't be charged a return fee but it was up to the district manager to waive it and he could not do much more than ask them to waive it. After going back and forth with customer service and the show room for 3 hrs the district manager would not waive the fee or price match a mattress from another company. All I wanted was a mattress that was the proper size. I did a lot of research to find a mattress that I liked and really wanted to keep it but the size was not right at all. None of the sheets fit and I end up paying $175 for what? Great way to treat your customers Sleepy's.

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: 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: Company won't return mattress Purchased the mattress set at Sleepys in [redacted] on March **, 2014 from [redacted] who stated that Tempur Pedic offers a 90 day refund policy if not happy with purchase so we decided to purchase the Rhapsody Breeze king with the adjustable base. Order #[redacted] and customer coder [redacted]. Payment amount $7082.32 financed through Sleepys and remainder on a discover card. Delivered on April *,2014 and my wife slept on it that night and woke up in the middle of the night with a rash on her body and having a hard time breathing which she took a [redacted] and [redacted]. She went and slept with our son and was fine in the morning. The next night she slept on it again and same thing plus horrible headaches from the smell. I left my name and number on Sleepys website for a callback April *, 2014 which the returned my call April *,2014 at night. I returned their call the next day and explained that I needed the mattress to be picked up that we couldn't keep it and they rudely told me that as per Tempur Pedic policy it had to stay in the house for 30 days and than I could call but they'd only take the mattress that the base was not returnable. Now this isn't what I was told in the store, I was told everything was refundable. Now this is unacceptable my wife can't sleep on the mattress and I don't know if it's the mattress or the base making her sick but I want it both gone. It was slept on about 8 hours total because now we are both sleeping in our guest room. The smell is so bad that we can hardly go I the room and the window is open. My wife emailed through the website April *, 2014 but nothing. She left her email and my phone number. I really didn't want it to go this far but no help for both big companies to treat they're consumers like this. For spending this kind of money I'd expect more. And I will never recommend them and this mattress to anyone if their customer service is this bad. Than Tempur Pedic responded back with this email [redacted], I received a copy of your complaint with the Revdex.com. I apologize the mattress you purchased is not working for you and your wife. I have searched through TempurPedic’s system and I can find no record where you have called into our Customer Care Center. I have created account [redacted] so any further contacts you may have with TempurPedic can be recorded. It is my understanding from the complaint that you purchased your mattress from Sleepys. TempurPedic does have a 90 day comfort guarantee on mattresses only, but that applies only if purchased directly through TempurPedic. Any TempurPedic product purchased through a retail store is subject to the store’s return and exchange policies. Since TempurPedic does not own Sleepys, we are unable dictate their policies and procedures. I am unsure why Sleepys said TempurPedic has a policy that you must keep the product for 30 days. That has never been a policy implemented by TempurPedic. The odor coming from the mattress, while unpleasant, is non-toxic. We understand that some people are extremely sensitive to the odor and are unable to wait for the odor to dissipate. Since the mattress was purchased at Sleepys, you will need to work with that retailer in order to set up the return. TempurPedic does not control the policies at individual retail stores, but I will be happy to assist you in any way I can to ask the store to waive their policy of keeping the mattress for 30 days. The adjustable base is non-returnable, even if it had been purchased directly through TempurPedic. The adjustable base does not contain any Tempur material and can be used with any other type of mattress. Our website states adjustable bases are non-returnable and most retail stores include this information on the receipt provided at time of purchase. Since the mattress was purchased at Sleepys, you are bound by Sleepys policy and procedure regarding a return of the mattress. I would be happy to contact the [redacted] that handles the Sleepys account, if necessary, and advise that you are wishing to return your mattress and the store is stating that you must keep the mattress for 30 days. While our [redacted] cannot order them to take the mattress back prior to their policy, he can request you be allowed to make the return prior to their normal policy. Thank you, [redacted] Tempur-Pedic North America, LLC [redacted] Fax – ###-###-#### So now I am getting the run around and this is probably what they do until after the return period is over. Sleepy's is quoting Tempur Pedics warranty and refund policy's but actually by [redacted]'s email their policy's supersede Tempur Pedics. So now it's false advertising and misleading the consumer but quoting Tempur Pedic will refund the full purchase price if not happy. I want a full refund for misleading the customer.Desired Settlement: I am very upset by the outright lies this company is stating to the consumer. I want a full refund minus accessories for misleading the consumer with false advertising.

Business

Response:

Case #: [redacted]

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

Sleepy’s was surprised to receive this complaint from your office considering it was communicated to the [redacted]’s On April **, 2014, that as a courtesy the

Tempur-pedic mattress would be immediately removed from their home. It was also relayed to them at that time that a refund would be issued in the below

mentioned amount. We have also received a communication via e-mail to our Consumer Relations Department from [redacted] e-mail address as: [redacted] stating “”It was assigned to a specialist and the mattress was picked up. All I want is my refund.”

On April **, 2014, the Tempur-pedic mattress was removed from the [redacted] home minus the Tempur-pedic return fee of $175.00, thus supplying the [redacted]’s a

refund in the amount of $3,945.70 posted back to their GE Money Bank account which is the same method in which they paid. The [redacted]’ s should allow seven

to ten business days for the refund to reflect on their GE Money Bank account.

Since we have resolved the [redacted]’s complaint as well as the removal of the merchandise we believe that no further action e-mails or responses are

required. If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I received an email today saying that the Revdex.com closed my case against Sleepys because I haven't responded. I just wanted to receive my refund from Sleepys first before I accepted the response. As of now I still haven't received a refund from them. How can you close a case without confirming a refund yet. It has been 10 business days today and still no refund.

Jennifer [redacted].

Sent from my iPhone

Business

Response:

Case #: [redacted]

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

The additional $40.93, refund being sought by the [redacted]’s has been issued. The consumer must allot the standard refund time of three to five (3-5) business days for the refund to reflect on their credit card.

If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at [redacted] or [redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a 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: 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 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:

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: 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: 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: My mattress has sunk more than an inch and a half and sleepys contacted me to tell me I am able to get a new mattress and that I have 14 days to get a new mattress in. I went to the local store which only has a dozen or so mattresses 5 or 6 of them being foam which is what I am looking for. We found a mattress that we liked and went to place the order and I found out that now I would have to purchase new box springs if I want a warrantee with the new mattress. I do not understand how I could buy the original mattress as a set, expect it to be good quality and hold up for more than 3 years. Now that the mattress has failed and the box springs are good I need to purchase a whole new set. I feel that as a customer I am being forced to replace a good product so that I will not be with out a warrantee. When I speak with customer service they inform me that I can purchase certain brands without testing them to keep my box springs as a customer how is that fair?Desired Settlement: I would like the new mattress that I like with a warrantee and either they except my box springs or exchange my new box springs for new ones that will be acceptable with the new mattress.

Business

Response:

Case#: [redacted]

On February **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in July 2011 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress was defective under the manufacturer’s warranty guidelines. However, the box spring was not. Pursuant to the terms of the warranty, we agreed to replace the mattress only. At the time of

delivery the [redacted]’s received a copy of the manufacturer Serta’s Limited Liability Warranty which states in clear and concise language “Only the defective piece or part

will be replaced or repaired, not the entire set of bedding, unless the entire set is determined to be defective. Replacement or repair of one piece will not automatically

result in repair or replacement of the other piece.” (See attached). It is the responsibility of the consumer to be aware of the manufacturer’s guidelines

if the consumer failed to receive the manufacturer’s warranty at the time of delivery they are responsible to contact our Corporate Office utilizing the toll free 800 number to advise. We received no call from the [redacted]’s in regards to this.

On March **, 2014, [redacted] contacted our Warranty Support department to advise that she has located a mattress which a foam mattress manufactured by Classic. [redacted] was than advised that unfortunately that particular manufacturer was not compatible with Serta. The consumer found that response unacceptable and relayed that she felt forced into the purchase of box springs. [redacted] was reminded of the manufacturer guidelines and advised that for warranty the merchandise must be compatible.

[redacted] can visit their local showroom when their time permits to complete the warranty process utilizing their invested of $639.48, plus tax. To further assist [redacted] she can reach out to me at the number located below and I will be able to offer the required box springs at a deeply discounted price. Since we have responded to the consumer’s complaint we believe that no further responses are required at this time. However, if I may be of further assistance, 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:

I have left 2 messages for [redacted] to see how she can further assist me with no return call back. I am still left with no answer on what to do with my box springs and the fact that I am being Forced to buy new ones if I want a warrantee.

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

Sincerely,

Business

Response:

Case#: [redacted]

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

Our offer still remains the same [redacted] can visit their local showroom when their time permits to complete the warranty process utilizing their invested of $639.48, plus tax. Please allow me to apologize if I have missed [redacted]’s call unfortunately I am inundated with a cornucopia of functions. [redacted] can feel free to e-mail at the e-mail address I have also provided in the previous response if she is unsuccessful in reaching me by phone.

I look forward to hearing from [redacted] since we have responded to the consumer’s rebuttal we believe that no further responses are required at this time.

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

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: 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: 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: 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 a radiant firm carolina mattress set with box spring on 1.**.2013. Over time I noticed the right side of the mattress started to slant. This slant has progressed significantly and since the mattress is less than two years old, I decided to call Sleepys to see about exchanging the defective product. The results stated the box spring was defective so they were willing to credit me back for the purchase of a new box spring but not the mattress. So I am still stuck with the damaged mattress with huge slant on the side that was caused by the defective box spring. As a loyal customer I can not see how you will not replace the mattress as well since it was caused by a defective product. I did what I was supposed to and bought the mattress protector and the damage is not caused by my neglect, not to mention its been less than two years and will probably get worst.Desired Settlement: It is my desire to have the mattress credited back as well since the damage was caused by the faulty box spring.

Business

Response:

Case #: [redacted]

On September **, 2014, the consumer contacted our Corporate Office with claims of the mattress purchased in January 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that box spring was not performing up to the manufacture standards however; the mattress in fact was. Therefore, pursuant to the terms of the warranty, the [redacted] were not entitled to an exchange of the mattress, under the warranty they were eligible for an exchange of the box spring only.

On October [redacted] 2014, the inspection determination was mailed to the consumers residence address as: [redacted].

On October **, 2014, Sleepy’s corporate office received this complaint from your office. Upon review of the consumers complaint in comparison with the manufacturer requirements the mattress has not reached the inch and a half (1 ½) threshold required by the manufacturer. At the time of delivery the [redacted]’ received a copy of the manufacturer warranty which states in clear in concise language “Normal body impression of less than an inch and a half (1 ½) is not covered under the manufacturer’s warranty.” The manufacturer allows each consumer one inspection per calendar year; this enables the consumer to take advantage of this option January 2015. In an effort to assist we are offering one of the following:

1. In the new calendar year Sleepy’s is willing to provide the consumer with an in-home inspection kit. This in-home inspection kit will enable the consumer to depict and capture the areas in which they believe are of most concern. The consumer is able to contact me utilizing the contact information provided below.

OR

2. If the consumer is an immediate resolution Sleepy’s is offering an employee discount on a new mattress and box spring set (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). The [redacted] may take advantage of this offer which reflects a deep discount on the newly selected bedding set of their choice. Applicable delivery fee will apply.

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