Sleepy's

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 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].

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: 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: My wife and I purchased a mattress from this Sleepy's location on August **, 2008. The mattress (description as listed on invoice - Cee World Ed. FM KG Mat) cost was $2499.99. We were "urged" to purchase a mattress cover and we followed their suggestion and paid $139.99 for the King Matt Protector Supreme. With tax, delivery the total cost was $2958.60 which we financed through GE. Every six months, we rotated and / or flipped the mattress. After two years, we noticed the sides of the mattress were sagging considerably. We were not sleeping comfortably and I was experiencing on going back pain and discomfort. Often, I found it necessary to lay vertically on the mattress because horizontally, I'd be laying on a slant. Somewhere in the back of my mind, I "imagined" the situation would improve but it only worsened. As the years have passed, the mattress is extremely unbearable to sleep on. In addition to regularly taking Alleve and Advil combined, I've purchased various products to ease the pain in my lower back. Only recently (within 2014) have we begun to consider replacing the mattress. Spending $3000 on a single king mattress was an investment for quality sleep and mattress longevity. My wife and I work opposite shifts and are rarely home the same time to share the bed. I weigh 200 pounds and she weighs under 150 pounds. Our weights have never been above these numbers and cannot be considered a reason for the sagging and tilting issue. After reading the endless complaints from others who have purchased mattresses from Sleepy's and experienced the same problem, I am convinced we are victims of poor quality merchandising at premium costs.Desired Settlement: We are seeking a replacement mattress and are willing to settle for a 75% discount for a quality mattress.

Business

Response:

Case #: [redacted]

Upon receipt of this complaint filed with your office, [redacted]’s account was accessed. Our records indicate

the last communication from [redacted]’s was on August **, 2008, the date the

actual invoice was created. In an effort to obtain a better understanding of

the complaint a member of our Customer Relations department attempted contact

with [redacted]s who claimed that the King Koil king size mattress was showing

signs of visible sagging and sloping. As a result and in an effort to

additionally assist [redacted]s we are scheduling an appointment for an

independent third-party inspection company to be dispatched to his home to

inspect his merchandise. The inspection company will take empirical

measurements for comparison with manufacturer’s guidelines for warranty related

exchanges. In the event the results of the inspection reveal that there is a defect in the merchandise, Sleepy’s will

assist the customer in enforcing their warranty as to the manufacturer.

As we take these complaints very seriously, we will continue to work with the customer in an effort to

resolve his complaint. 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:

[A voice message was left on my phone by the third party to schedule a visit to my home to inspect the mattress. I left a corresponding message requesting the mattress be inspected on Thursday, April [redacted]. Will advise further following the inspection determination.]

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 rebuttal on case #[redacted].

Upon coordinating for an inspection of [redacted]’s merchandise, the

results of the inspection revealed that the mattress did not meet the

manufacturer’s standards, however, the report indicates the mattress some

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

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

product found to be in an Unreasonably Unsanitary Condition which would include

bodily fluids, blood borne pathogens or other substances,” Sleepy’s is un able

to provide [redacted] with an exchange at this time.

In an effort to resolve [redacted]’s complaint filed with your agency, Sleepy’s can offer for [redacted]’s to select different

bedding of his choice and an employee discount would be offered. This discount

would be significantly less than what can be offered in the showroom.

If [redacted] would like to

take advantage of this offer, please have him 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 UNsatisfactory to me. My mattress was covered from day one with the suggested mattress cover I purchased from Sleepy's when I bought the mattress. There was seepage from the cover to the mattress that was discovered when their 3rd party inspector came to my residence and asked that the cover be removed. Deposits of any fluids don't cause shifting of the inner mattress and that is what remains as this case is closed. There are hundreds, if not thousands of complaints against Sleepy's for selling defective mattresses. Since they have a loop hole out of addressing defective mattresses (voiding a warranty for substances on the mattress), I will just be another victim and recipient of their poor products. I WOULDN'T CONSIDER PURCHASING ANOTHER MATTRESS OR ANY OTHER PRODUCT FROM SLEEPY'S; THEY CAN KEEP THEIR DISCOUNT.

I ACCEPT IN PROTEST, SLEEPY'S DECISION.

Review: After 3 years of usage, the mattress sags and has caused back pain in both my wife and myself.Desired Settlement: To pay for a high quality, Dr. Breus mattress, at $2320.00, this product does not hold up to its advertised high quality of sleep. We filed a claim with Sleepys. They sent out a 3rd party, Bed Check, to examine. Claim was denied. No attempt of Sleepys has been made to address the continued product quality problem. I find this to be false advertising. My wife and I prefer a refund, since there is no guarantee that a replacement mattress would not later present the same problem.

Business

Response:

Case #: [redacted]

On December **, 2010, [redacted] received a Dr. Breus queen size mattress. On January *, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the Dr.

Breus 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. On March **, 2014, the Customer Relations Department

called [redacted] to offer accommodation pricing on a new mattress excluding

Stearns & Foster and Tempur- Pedic merchandise. [redacted] will be visiting local Sleepy’s showroom where she can select another mattress

of her choice and we will offer her a deep discount. [redacted] will be responsible to pay

transportation fee in the amount of $99.99.

Since we are working to resolve [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 recently purchase a Beautyrest Legend mattress from Sleepy's. When I was making my purchase, I noticed the advertising in the store that read "[redacted]". I was also told this by the salesperson. So being a good consumer, I did my research and made sure we qualified by checking Sleepys website, and it clearly states that a Beautyrest Legend is on the list. So while doing my research I came to find out that it was impossible for me to pricematch because the Beautyrest Legend is EXCLUSIVE only to Sleepy's and is not sold anywhere else. I felt like I was being fooled! I first started a chat conversation with someone on the sleepys website pointing out that I couldn't price match because there is no way to possibly match. They agreed that yes, the Legend is exclusive and suggest I called Sleepy's. I did call Sleepy's many times and also emailed the generic customer service email. I was first told to find a comparable mattress myself. Well if it's an exclusive then how am I supposed to find a comparable one? I asked if they could help me, and if they knew what was comparable so I could look around. They did not offer anything at that time. I found a Beautrest Recharge mattress, and they told me no that is not comparable. I asked again if they could, and they then told me to try [redacted]. Well, now I felt tricked again, because I know that Sleepy's bought [redacted] so it's the same company. After many emails and phone calls, I felt like nobody wanted to talk to me, or offer a solution. At this point I feel like I was completely misled, and that this was false advertising 100%. Sleepy's has no intention on price matching a mattress that is an exclusive and only sold by one company! Therefore how can they beat it by 20%, therefore I would like to return my mattress based on the fact that I bought it under false pretenses. I was invited by Sleepy's in their advertising to find the best deal, and that would be impossible considering the situation. I have contacted the mattress manufacture HMK Enterprises, and the Beautyrest Corporation and they both told me that there is no comparison because it is an exclusive!Desired Settlement: Refund

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon receipt of the consumers complaint [redacted] was contacted and the removal of her Simmons Beauty Rest Legend plush has been scheduled for Saturday June *, 2016. Once the removal of the mattress and box spring has been completed the consumer will receive a refund in the amount of $1,700.00. On May **, 2016, a refund in the amount of $318.76, reflective of pillows was restored to the [redacted] credit card last four digits [redacted]. The consumer’s total refund to the [redacted] card will be in the amount of $2,018.25. If I can be additional assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: This issue can potentially cause back issues. I purchased a Serta Icomfort through Sleepys and they are refusing to replace the mattress when it clearly shows a defect across the mattress, this mattress is not even 2 years old and there is a sink hole across the matress, I weigh 130lbs single mom of 4 kids. I purchased on a payment plan for over $1250 and this mattress is unusable, if you lay on your back your mid way sinks in and if you lay on your stomach you are arched.Desired Settlement: I would like a full replacement for a memory foam mattresss with cooling gels not an icomfort which may do the same thing since consumer reports show this mattress has sagging that is common.

Business

Response:

Case #: [redacted]

On January ** 2014, [redacted]

contacted Sleepy’s Customer Service Department claiming that the mattress

purchased in March 2012 from Mattress Giant was sagging. Since this was

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

the merchandise. The inspection results revealed the mattress did not

meet the manufacturer’s standards and the box spring was up to the

manufacturer’s standards. The inspector also concluded that there was an

apparent stain on the mattress, a condition which voids the manufacturer’s

warranty. The manufacturer’s warranty clearly states: “ The Serta

warranty does not cover items not expressly listed in the Warranty Coverage

section, such as, but not limited to fabric stains, soiling, fluid penetration,

tears or burns” Therefore, pursuant to the terms of the warranty Sleepy’s

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

Dissatisfied with the inspection

results, [redacted] filed a complaint with your office. As a direct result

of this complaint, Sleepy's Customer Relations Department contacted [redacted] on

January **, 2014. As an accommodation to [redacted], Sleepy’s has agreed to

offer her a partial store credit for her mattress only in the amount of $500.00,

plus tax. [redacted] is able to use the credit towards any new mattress of equal

or greater value. [redacted] accepted the offer and we are awaiting her choice of

selection. Upon [redacted]’s request a copy of the inspection report along with

the Manufacturer’s warranty has been mailed as well.

Since we have satisfactorily resolved

[redacted]’s complaint, we believe that no further action is required at this

time. If you have any further questions please contact [redacted] at

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

Consumer

Response:

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

Hi [redacted],

I would like to confirm how I go about to use my store credit at sleepys. I have picked out a mattress and box spring that I would like to use my store credit towards. The mattress and boxspring are on sale and the original price is of greater value of the mattress I purchased (which the agreement states equal or greater value) does not state I cannot use on sale merchandise which would bring the price down to an affordable price since there is a president sale going on. I do not have money to pay for it without the sale price being a single mom of 4 I need to look in the sale items and I did find a set that would fit in my budget for 699 sale price (above 1200 regular priced) or a 599 sale price above $1050 regular price) and I wuold like to use my $500 credit at this time. Unsure of the mattress I would like to purchase either one satisfies the agreement.

Business

Response:

Case #: [redacted]

We are in receipt of the

rebuttal filed regarding case # [redacted].

[redacted] selected another set of bedding on February **, 2014. The

partial credit has already been applied and [redacted] has paid the remaining

balance. [redacted] has arranged for the merchandise to be delivered to the

showroom for her to pick up.

If I may be of further

assistance, please contact [redacted] at ###-###-#### or [redacted]

Review: Two mattresses and two box springs were purchased at Sleepys with the exception of credits that were issued towards this purchase. One delivery came with a mattress and box spring and the next delivery never came. Long story short, I am still bed less and NO ONE is willing to help or accommodate me in any kind of way. They are to be the #1 mattress professional and I WOULD NEVER buy a bed from here again. I AM STILL YET NOT SATISFIED and MY SALESMAN is horrible. WORST BUSINESS EVER.Desired Settlement: I WANT MY BED AND BOX SPRING IN ADDITION TO MY CREDIT TAKEN OFF WITH AN ADDITIONAL DISCOUNT. I WILL ACCEPT NOTHING LESS OTHERWISE I WILL BE TAKING SLEEPYS TO SMALL CLAIMS COURT. THIS HAS BEEN NOTHING BUT AN INCONVENIENCE.

Business

Response:

Case #: [redacted]

Review: We bought a mattress from Sleepy's August [redacted] 2013. The top layer of the mattress is puffed up to create one long bump across the bed. I believe the mattress was not sewn correctly and the top layer is not properly attached. We called in the warranty back in October and the company said they would not honor the warranty because our box spring and mattress were not a "set". When we bought the mattress the man - [redacted] never said that the box spring and mattress needed to be a match to have their warranty honored. When my husband disputed the final decision, he asked the company to explain when they made that condition explicit through our conversation or through the paper work and the company could not provide any evidence that backed up that part of the warranty. The mattress is defective. The company offered to replace it for $550.00. I don't see where we defaulted on the warranty. The implications of the warranty when we sat down to purchase the mattress were never explicitly expressed that the warranty is conditioned to having a matching box spring and mattress. That information should have been revealed when we were making the purchase. We asked many questions about our purchased yet this important piece of information was not given. We have our reasons for not buying a box spring. We are trying to be more conservative in our household and since our box spring is still very sturdy we decided to not add more waste to our local dump and simply replace the mattress. However any customer would have reconsidered this part of their purchase with knowledge that their warranty is voided if you forgo the purchase of a box spring (which is usually included in the purchase of a mattress). Again we choose to be environmentally conservative instead. We are a hard working family who needed to save that money to buy a decent mattress that unfortunately was not made to Sleepy's standards. Thank you for your time and consideration, [redacted] and [redacted]Desired Settlement: We are respectfully requesting that Sleepy's makes good on their warranty and replaces the mattress that we purchased for the same make and model that we purchased if that make and model is available.If that make and model is not available one that is equivalent.

Business

Response:

Case

#: [redacted]

On August *, 2012, [redacted]

visited her local showroom and made a selection of a Simmons Beautyrest Luxury

plush mattress only no

foundation was selected. [redacted]’s purchase was concluded with an

additional discount and a fifty dollar ($50.00) promotional gift card to be

shipped directly to her residence.

On October **, 2013, the consumer

contacted our corporate office with claims of the mattress she purchased in August

of 2013 to be bunching in the center. Since this was what would be a

potential warranty issue, we coordinated for an inspection of the merchandise.

The results of the inspection revealed

[redacted] was utilizing the mattress on a foundation which provides improper

support. [redacted] was advised in

accordance to the manufacturer warranty guidelines this is a condition that

voids the warranty. Therefore, pursuant to the terms of the warranty, [redacted]’s

manufacturer’s warranty was voided.

On January *, 2014, Sleepy’s

Corporate Office received this complaint with claims of [redacted] stating

the Mattress Professional never advised of the benefits of a matching

foundation. [redacted]’s sale was completed over four (4) months ago now

alleging that the Mattress Professional never cautioned on the foundation

cannot be founded.

Contrary to the manufacturer’s

warranty and Sleepy’s well-established policies and procedures we are offering

[redacted] accommodating pricing on

any newly selected merchandise (excluding Tempur-Pedic, Comforpedic, and

Stearns and Foster brands). If the merchandise [redacted] selects is of greater value, she will

be responsible to pay the difference in price, plus tax. [redacted] would

also be responsible to pay the transportation charge in the amount of $99.99,

plus tax, if a delivery is requested. The consumer does have the option to utilize a

store pick up if so desired.

Since we have attempted to resolve

[redacted]’s claim, we believe that no further action is required at this

time. If I can be of any further

assistance, or if you should require additional information, please do not

hesitate to contact [redacted] at [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 am not sure that Sleepy's is offering to resolve anything. In the second to last paragraph it is not clear what the price compensation is. At first Sleepy's offered to replace our mattress for just over 500.00. Are they now offering to replace the mattress for the purchase price and if we go over that purchase price we are then responsible for the remainder of the payment? If so I feel that is fair. I need to know what the price compensation is.

In response that I replied 4 months later stating the salesman did not clarify the warrenty. I could not and would not have responded any sooner seeing that the company they send to check the mattress out did not come and complete the report until four months later. It was at that point they told me and my husband that they would not replace the mattress do to the box spring. We are sure it is not our box spring. We have double twin box spring with metal supports. None of the supports are broken. The box spring is in good condition otherwise we would have replaced it.

I will finish with pointing out, that if the boxspring was sagging why would my mattress be bunching up? It seems to me the logical reaction would be that my mattress would also be saggging. I still believe that the mattress was not sewn correctly and that is why the top layer is puffing up which is causing the bunching.

Thank you for your time and help with the clarification, [redacted]

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

Sincerely,

[redacted] Lachance

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: As [redacted] described on the phone...Accommodating pricing simply means they will give me their employee discount. The example on the phone that [redacted] left on my machine was if there is a bed I am interested in that is $1000.00 and if her employee discount marks it down to $500.00 than my husband and I would pay the additional $500.00 dollars plus tax plus $99.00 delivery fee plus some type of disposal fee of the old mattress. So with all this being said...No [redacted] your offer is unacceptable. How dare you sell me a deffective product and take the cheap way out and say the warrenty is void do to the fact that we did not purchass your box spring. I will remind you once again that our metal slat double twin box spring is in good condition and no way did it cause the top layer of your deffective mattress to pop up and bunch up. Not for one minute would I ever consider sinking another hard earn penny into your business when in my eyes you have already proven that you do not and will not back up your products.

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

Sincerely,

Business

Response:

Sleepy’s is in receipt of your

rebuttal regarding [redacted] to reiterate our previous response

our offer remains the same

We are offering [redacted]

accommodating pricing which is a deep discount on any newly selected

merchandise (excluding Tempur-Pedic, Comforpedic, and Stearns and Foster

brands). If the merchandise [redacted]

selects is of greater value, she will be responsible to pay the difference in

price, plus tax. [redacted] would also be responsible to pay the

transportation charge in the amount of $99.99, plus tax, if a delivery is

requested. The consumer does have the

option to utilize a store pick up if so desired.

At this time accommodating

pricing cannot be provided if a model number of the newly selected product is

not submitted. It is the responsibility of the consumer to visit a local

showroom select a product and advise as to what has been selected this is what

will enable us to assist.

We believe that no further responses

are required at this time. If I can be

of any further assistance, or if you should require additional information,

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

Review: On 9/*/2014, I purchased an I-Series Firm Queen Mattress for $1,170.40 - Invoice #ending in 1057. I live alone and slept on one side of the mattress for several months before asking a friend to help me rotate it. After sleeping on the new side for a short time, I noticed that my back started bothering me and that that side of the mattress felt much softer than the other. Just to make sure that I wasn't imagining this, I asked a friend to lay on both sides and he confirmed that one side was considerably softer and not firm like the other side was. I called Sleepy's who refused to send an inspector to check on the mattress but instead gave me the number to call their "Mattress Inspection" firm. This firm mailed me their inspection kit which instructed me to take 10 photos of the mattress, box spring, tags, and frame support which required a lot of lifting and manoeuvering. Again, I had to ask a friend to go out of his way to help me with this burdensome task which took over an hour to complete. As I had predicted, these photos didn't show any indication of the sag which is only apparent when pressure is placed on the mattress. According to Sleepy's, unless a sag of at least 1.5 inches is visible in the photos, they refuse to do anything about a clearly defective mattress. If a mattress were to actually show a sag of 1.5 inches with no weight on it, once a human laid on it, they wouldn't be able to get out of bed. I submitted my photos to Sleepy's corporate and was denied when Prudence called me on 7/*/15. I asked for a supervisor to call me and Peter also denied me. All that he would do is offer a "Friends & Family" discount of 10% to purchase a new mattress (how very generous of him!). This is highway robbery. Sleepy's needs to stand behind what it sells - especially something so expensive that is meant to last for 10 years, at a minimum. I have done research on the internet and see that many, many people have expressed similar complaints about Sleepy's mattresses.Desired Settlement: Originally, I had asked Sleepy's to replace this defective mattress with the firm mattress that I had actually thought I was purchasing. Since I have found them so difficult to deal with and not at all customer-friendly, I would be happier with a complete refund so that I can purchase a new mattress from a different store. I actually never want to do business with Sleepy's ever again and am sorry that I hadn't read all of their horrible reviews prior to this purchase. I appreciate your help

Business

Response:

Case #: [redacted]On June **, 2015, the consumer contacted our Customer Care Department with claims of the mattress sagging on one side. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer to capture and depict the areas of their concern. This in-home self-inspection process is provided to all consumers in regards to warranty claims and requires completion to evaluate the merchandise in question.On July *, 2015, the consumers submission was reviewed in accordance to the manufacturer guidelines and it revealed the merchandise was in fact performing up to the manufacturer standards and has not met the required one and a half (1 ½) threshold required. [redacted] was not eligible for a warranty exchange. On July *, 2015, the same day the consumer was contacted via our Warranty Support Department where the results of the inspection was relayed as meeting the manufacturer standards with a zero “0” body impression(see attached); as a result an exchange could not be offered at this time under the warranty. The consumer dissatisfied with the results of the inspection; did advise the assisting representative that she intended to take further action and requested to speak with a supervisor. [redacted] was transferred to a member of our management team where her concerns were discussed. The manager reiterated to the consumer the requirements of the manufacturer which is a one and a half inch (1 1/2) body impression with no applied weight. An alternative immediate resolve was offered which was accommodating pricing, the consumer refused this offer and relayed she was still dissatisfied and intends to pursue the matter further.On July **, 2015, the consumer contacted out corporate office and requested to have it in writing her merchandise was performing up to the manufacturer guidelines. As procedure and protocol dictates the consumer’s inspection report was previously mailed to her home address as: [redacted]. On July **, 2015, a member of our Consumer Relations Department attempted contact with the consumer at: ###-###-#### as well as ###-###-#### to provide additional clarity in regards to the manufacturer’s warranty. Unfortunately; there was no success at either of the numbers provided on her invoice as: ###-###-#### as well as ###-###-####, with no success as a result a detailed message was left. In way of resolution due to zero body impressions being present the accommodating pricing offer previously posed remains the same. The consumer can utilize the contact information below to take advantage of the accommodating price offer or to coordinate a re-inspection within a sixty-ninety (60-90) day time frame. If I may be of further assistance please contact 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:

After leaving a couple of messages for Chanda to call me back, I finally reached her today. She reiterated what she had written in her response to my initial complaint. All that she can offer me is a partial credit if I want to purchase a new mattress or a topper from Sleepy's. That resolution is unacceptable to me. Regardless of the manufacturer's "requirements" to prove default, the mattress I purchased is faulty and Sleepy's needs to stand behind what they sell - not try to make a second sale. I paid a huge amount of money for a firm mattress - not one that is half firm, half soft. Basically, what Chanda is asking me to do is to spend additional money by purchasing a 2nd mattress from them. So, on top of the aggravation and back discomfort that I have endured, not to mention all of the time I have lost measuring the mattress, writing letters and making calls, my only option is to spend more money with a company that doesn't stand behind what they sell? This is unacceptable to me. Your help resolving this issue would be greatly appreciated.

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 Susan Rudman.While we are aware of the consumer’s dissatisfaction unfortunately; does not alter the requirements of the manufacturer. [redacted]’s merchandise has been inspected and a zero (“0”) impression captured; this does not establish a defect. While Sleepy’s is in fact a vendor of the manufacturer they (the manufacturer) warranty their own merchandise and has an established guideline in which deem their merchandise defective, and that is one and a half inch (1 ½) impression or greater.The presented offer of accommodating was to assist the consumer with an immediate resolve to select another set of bedding she may find more comfortable. This is not an alternative option the consumer must accept. Due to [redacted] expressing her unwillingness to purchase another set of bedding at a discounted rate the topper was offered as an additional alternative. The offer to discount the topper was also extended to ensure [redacted] does not pay full retail. She refused this offer. [redacted] was presented with avenues resolve and finds them unacceptable as she relayed in her complaint. Unfortunately; the offers remain the same, [redacted] also has the option of re-inspecting her merchandise at a later time to confirm if any additional conformity has occurred. Since we have reviewed the consumer rebuttal and our offer remains the same we believe no further responses are required. If I can be of additional assistance 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 absolutely disagree with the "resolution" offered by Sleepy's. I understand that Sleepy's doesn't manufacture the mattresses that it sells - most stores don't manufacture what they sell. However, it is from Sleepy's that I purchased this defective mattress, and it is Sleepy's who needs to stand behind what they sell. Perhaps the defect cannot be seen in photographs but the defects can certainly be felt by anyone pressing on the mattress to feel that it is not the firm mattress that I purchased. I purchased a firm mattress and I expect to have a firm mattress in good condition for a minimum of 10 years. As a matter of fact, before purchasing this mattress, I slept on my old one for over 20 years and I never had a problem with it. The only reason why I decided to purchase a new mattress was because, over the years, I had read many articles that said that a mattress should be changed every 10 years. I am very sorry that I gave up my old mattress as I am very unhappy with this new, defective one. I wouldn't be wasting my time writing letters, making phone calls, measuring beds, etc, if I didn't firmly believe that Sleepy's is not holding up it's part of the bargain which is to stand behind what it sells. I do not accept it's offer to purchase another mattress or even a topper from them after spending more than $1.100 with them already. I never want to do business with them again. It appears that many people on the internet have voiced the same sentiment.

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

Sincerely,

Review: Purchased a mattress and box spring set from Sleepy's located in [redacted] in March of 2013. The mattress and box spring began to break within the first 4 months of owning it. I filed a complaint with Sleepy's and followed their procedure for a warranty issue. I was given a refund on the cost of the mattress and box spring however, I was not able to get my money back. I had to purchase another product through Sleepy's. I was only given 14 days from the letter date to purchase a new mattress set. By the time that I had received the letter awarding my refund, Sleepy's was having their holiday sales. They were unable to honor any sale prices because I was getting a refund. So I was charged more than the price advertised at that time. Also, I had to pay an additional delivery charge because the manufacturer needs the old mattress for quality assurance purchases. I was treated extremely unfairly and no one was willing to explain any of the rules or seemed to be able to help in any way. I do not think that it is fair that I was over-charged and not allowed to receive the advertised price just because I happen to receive my refund letter at that time of the year.Desired Settlement: I would like to be refunded the difference of what I was charged when I was forced to purchase another product with Sleepy's and I would like to be refunded the delivery charge.

Business

Response:

Case #: [redacted]

On November **,

2013, [redacted] contacted Sleepy’s Customer Service Department claiming that

the mattress set she had purchased from Sleepy’s in March 2013 was sagging. As

this was potentially a warranty issue, we coordinated for an inspection of the

mattress and box spring. The results of inspection revealed that both the

mattress and box spring were defective under the manufacturer’s warranty

guidelines. Pursuant to the terms of the warranty, Sleepy’s agreed to exchange

[redacted]’s mattress and box spring. On December **, 2013, Sleepy’s mailed the

customer a credit letter to advise her she had warranty credit in the amount of

$834.59, plus tax.

On December

**, 2013, [redacted] visited a Sleepy’s showroom to select a new mattress set.

Customer expressed her dissatisfaction that she had to pay another delivery fee

and she also requested the new set that she was purchasing to be sold to her at

the sale price that it was listed for. A [redacted] at the showroom assisted

the customer and approved the new merchandise at the listed sale price. As an

accommodation to the customer her delivery fee was also reduced to $45.00.

Upon receipt

of this complaint filed with your office, we attempted to contact the customer

on January [redacted] 2014. We were unable to speak to the customer;

however we left her a voice mail requesting a call back. No further

accommodation will be offered at this time.

As we take

these complaints very seriously, we will continue to work with the customer in

an effort to address the misunderstanding that she has and to resolve her

complaint. If we can be of further assistance, please contact [redacted]

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

Review: I was quoted one price for a mattress. My wife completed the financial transaction so when I got home I looked at the receipt and we had been overcharged based on the quote. I then looked at the price of the mattress online and it matched the original quote. I called the store to talk to the salesman about the error and they took a message and would have him call. Later that evening I revisited the store and spoke directly to the salesman. He knew he had overcharged me and promised a refund but that it would take his managers approval. When I did not receive the refund on my credit card the next day I again contacted the salesman and he told me the refund could not be dine until delivery verification. Once delivery was made I made contact again with the salesman and he told me to stop harassing him that if I had a problem to call the Customer Service phone line. Later that day he contacted me to say that his manager had processed the refund. A day later still no refund.Overcharging a customer in hopes that they do not notice or do not put up a fight and then to give the complete runaround when making false promises about the impending refund is a very unscrupulous business practiceDesired Settlement: I want a refund of the difference in quoted/online price and the price I was charged. This should be $20 + the amount of VA sales tax

Business

Response:

Case # [redacted]

Review: On June **, 2013, I purchased a mattress, box spring, mattress cover with pillow protectors, and a bed frame from Sleepys the Mattress Professionals (Sleepys) in [redacted]. The mattress and box spring came with a 10-year warranty (the warranty code is W9). I also paid a delivery charge of $99 with a delivery date set for 6/**/13. These items were delivered as scheduled. On 8/*/13 I moved to Rocky Mount, NC. As weeks passed, I noticed that the mattress was beginning to sag. In February 2014, the sag was deeper so I called the Ce Dept. at Sleepys and explained what was happening to the mattress. They, in turn, gave me a number for the Customer Care Warranty Dept. They gave me a cr ([redacted]) and told me someone would be contacting me to come out and examine the mattress and make an assessment. On 3/*/14, someone came out took pictures of the mattress and box spring and measured the depth of the sag. Received a call on 3/**/14, from Sleepys stating (1) that the warranty was approved for a new mattress; (2) that I didnt have to get the same type previously bought; (3) that I would be receiving a letter of confirmation for a new mattress along with a credit slip; and (4) that I could go to any Sleepys in my area. In March 2014, I received a letter with the results of inspection (undated), along with a credit memo (dated 3/**/14) reflecting the amount of the credit, which is $521.09 + tax. Although the credit memo shows that I would be picking up the merchandise, I did not agree to this because I do not have the means to fulfill this task. Sleepys never asked me if I would be picking up the item and assumed I would. On 3/**/14, I went to Sleepys in [redacted], NC (accompanied by my brother and sister-in-law). I explained to the associate what was going on. He proceeded to show me the mattresses in the price range of the credit memo. When a mattress was chosen, I was told by the associate that it should be an even exchange, but he would have to call the Warranty Dept. to confirm the exchange along with the style/description info. After talking for a few minutes, the associate came back to me and stated that I could not get that particular mattress because it did not conform to the box spring and the warranty would be voided if I got it. Unfortunately, there were no other selections I could make in my price range. My brother suggested that we wait until the [redacted] store opened for business and try to make the exchange there. Then the issue of delivery came up. It was stated that I would have to pay for delivery; I disputed the delivery charge and asked why. The associate called the Customer Care Warranty Dept. again and gave the telephone to me. The service agent explained that if I did find something that day there would be a charge of $199.00 because of the distance. We went back and forth until finally my brother spoke to the service agent. My brother suggested that the credit memo be extended for 3 months (to June [redacted]), and give the [redacted] location time to open for business and go there for the exchange. [redacted] is a little closer than [redacted]. The service agent agreed, and made a note of the extension. On 5/**/14, I went to the Sleepys in [redacted]. I explained to the associate what was going on and showed him all the paperwork. He called the Customer Care Warranty Dept. When the associate got off the phone, I was told that (1) I could only use a portion of the credit slip, (how much he didnt say), and (2) that they dont make deliveries to Rocky Mount.I gathered all my paperwork and told the associate that this is unfair and unacceptable and left.Desired Settlement: Refund 1. I would like for Sleepy's to reverse the charge to my Discover card for the mattress in the amount of $521.09+tax or send a refund check to me in that amount; and2. I would like for them to make arrangements to have the defective mattress picked up and returned to the store; and3. I do not want another credit slip issued because I DO NOT wish to conduct any business with this company ever again.

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted] contacted by our Customer Service Department seeking to process his warranty exchange. It was

at that time the consumer revealed his resident has moved from [redacted] to [redacted]. Due to [redacted]s’ new address being outside of our normal delivery service area the delivery fee to process such exchange in his area must increase to $199.99, plus tax. It is imperative that his merchandise be first transferred to our shipping station in his area, than delivered to [redacted] from there. Unfortunately due to [redacted]s’ change of address and the requested delivery fee amount we are unable to offer [redacted] a refund. At the time of purchase [redacted] received a copy of Sleepy’s No Refund Policy which is printed on the invoice he received at the time of his initial sale as well as conspicuously posted in Sleepy’s showrooms.

We sincerely apologize for any inconvenience being out of our delivery footprint may have caused [redacted]. Since we have reviewed the consumer’s complaint, we believe that no further action is required at this time. If I may be of further assistance please 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:

(1) the sag is getting worse; (2) you have refused to conduct a complete and even exchange (not a partial one); (3) you have sold me a defective product and now want to me pay additional monies for another one; (4) you lied about the delivery by telling me to go to [redacted] and I could have it delivered from there, then you tell me you don't deliver to Rocky Mount; and (5) you refuse to honor a 10-warranty, but you want me to abide by your policies and procedures by not giving me a mattress or a refund. I would like for this to be resolved just as much as you, but you have broken a pubic trust by stating that you want to please your customers.

Please note: my name is [redacted]; I'm not a [redacted] so it makes me wonder how many times did you receive the information incorrectly.

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:

Sleepy's seems to fabricate each time they respond. It's not a "queen" sized bed; it's a "full" sized bed. And, more importantly, I have not received any information advising me to contact Serta. As soon as correct contact information is received I will be more than happy to not have to deal with them. Thank you.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

In response to the consumers inquiry Serta can be reached at their toll free number of ###-###-#### for assistance.

We sincerely apologize for any inconvenience being out of our delivery footprint may have caused [redacted]. If I may be of further assistance please contact [redacted] at ###-###-#### or [redacted].

Review: On March ** - My wife, son, and I visited Sleepys. We were looking for a bed for my son. He tried several beds. [redacted] (salesman) told us thie bed was 50% off. His store was getting rid of them to make room for a new model. I continued to look around. On March **, I came back and purchased the bed. At no time was it communicated that clearance meant that the product was less than new. It was only communicated that because it was a clearance item that we would not be obliged the 21 day comfort policy. Sleepys delivered on March **, my wife had signed for acceptance, but before the deliverers could leave my home, the deliverers knew there was a problem with the bed and my wife contacted Sleepys to report the problem. Sleepys has made two other attempts to deliver a bed, but again the bed was less than new and had defects. We have requested a new bed but have only been met with inferior product and dissatisfaction.To add, I financed the purchase through Sleepys. The salesman collected my information in his computer, asks me to confirm (by viewing the screen) my personal information, and asks me to electronically sign. When the transaction is completed he prints out several documents. Draws my attention to the financing documents and everything is in order. Today, March **, I review the documents only to see that a page titled "Warranty for clearance and Floor Merchandise" is included. The document indicates that the clearance and floor items are sold 'AS-IS' and may not be elgible for warranty protection. This was never stated or communicated to me. In fact, the salesman said the product was on clearance and that he had 7 or 8 more in stock. This lead me to believe that the product was new. The condition of the product was never discussed. As a consumer making a purchase I am expecting new product unless otherwise communicated and agreed upon. I never signed any document accepting the 'less than new' condition of my product purchase.Desired Settlement: Immediately, pick-up the first bed and deliver a new one with warranty protection. This is a good start. Further compensation may be sought through my attorney.Through my research on Sleepys (intiated due to my experience), I have learned that is a practice that Sleepys has employed several times. There have been at least two settlements in the past 10 years against this company.

Business

Response:

Case # [redacted]On 3/**/2015, [redacted] purchased from Sleepy’s, a clearance Temp-Purpedic Cloud Allura queen size Mattress, a clearance Tempur-pedic queen size box spring and a mattress protector. The merchandise was delivered on 3/**/2015. Upon making this purchase, [redacted] received a copy of the invoice which states in clear and concise language “No exchanges (including comfort exchanges), service, and/or refunds on any merchandise marked with an asterisk. All sales are final.”On the same day of receiving delivery, [redacted] contacted our Customer Service Department stating the Tempur-pedic mattress and box spring have minor blemishes and tears. [redacted] was informed the merchandise was and sold as is and did not qualify for an exchange. [redacted] stated she was never informed at the time of sale the merchandise would be “as is” once accepted. On March **, 2015, [redacted] contacted our Customer Service Department regarding the matter of not being able to exchange the bedding. [redacted] stated the Mattress Professional who assisted with the sale, showed him the mattress on the showroom floor and the mattress delivered did not look like the one he was shown. [redacted] was informed of the terms and conditions regarding clearance bedding. The representative informed [redacted] was informed in an effort to further assist with his complaint; they would contact the [redacted] to confirm if an accommodation exchange could be made. On March **, 2015, the Customer Service representative received approval from the [redacted] to do an even exchange to the same clearance Tempur-pedic Allura model. The delivery for the replacement bedding was scheduled for March **, 2015.On March **, 2015, the driver making the delivery contacted our Delivery Support Department stating [redacted] was under the impression the mattress and box springs being delivered were brand new. [redacted] was informed he was getting the same clearance Tempur-pedic mattress and box spring to replace the damaged merchandise currently in the home. [redacted] was informed this Tempur-pedic model was being discontinued and therefore was put into clearance. [redacted] opted to refuse the delivery due to the box spring being ripped. Dissatisfied with the outcome, [redacted] filed a complaint with your agency. Upon receipt of the complaint filed by [redacted], a Customer Relations representative contacted [redacted]. Sleepy’s explained the policy and the procedure of the Temp-Purpedic clearance merchandise versus the new merchandise. [redacted] was informed he still has a manufacturer’s warranty in which he can contact Tempur-pedic directly should he need to do so in the future. In an effort to resolve [redacted]’s complaint, Sleepy’s agreed to step outside of our policy and offer store credit to reselect new bedding that would be considered non-clearance. [redacted] expressed his son only liked this particular model. We were able to locate another clearance Tempur-pedic Allura queen size mattress. Our Quality Assurance team in the local warehouse confirmed the mattress is in pristine condition. The Tempur-pedic queen size box spring will be replaced with a stocked box spring. Delivery has been scheduled for Monday April **, 2015. If you should have any question, please feel free to contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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

As the Consumer Affiars Representative wrote in her reply, she explanined the difference between clearance vs new product policy. My issue has and always been the saleman presented the product as new and it was my sole intention to purchase new. However, after being engaged in this process I have learned and SLEEPY's supports, states, and writes that the product is not new. I have in good faith made a new purchase, received less that the expected condition, and expect at a minumum to be additionaly discounted the purchase price to match a less than new product. Offer to return and provide a store credit is unacceptable as it even still forces me to do business with SLEEPY's.

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 filed by [redacted].On April [redacted] 2015, a Customer Relations representative spoke with [redacted] and [redacted] regarding the attempted delivery on April **, 2015. [redacted] stated at the time of delivery, she chose to refuse the replacement queen size clearance Tempur-pedic mattress as well as the stock queen size Tempur-pedic box spring. [redacted] explained that it was her assumption she was again receiving damaged product which was of the same / inferior quality as compared to the mattress and box spring currently in her home. It was explained to her that as a result of the numerous attempts at delivering her bedding coupled with her compliant, additional measures were taken by our Quality Assurance team. This included a full inspection of the product for any defects which required us to remove the original packaging to thoroughly inspect for any defects or blemishes. Sleepy’s explained to the Carringtons’ the Allura model was being phased which led to any remaining stock being entered as “clearance” in our systems. With that being the case, it did not mean in any way the merchandise was not brand new. With [redacted] and [redacted] not accepting the terms of the clearance merchandise or the option of reselecting to different merchandise, Sleepy’s agreed to step outside of its standard policy and offered a pick up and refund. [redacted] and [redacted] were informed that at this time in an effort to resolve their complaint in its totality, this offer would be the only resolution. [redacted] and [redacted] advised they would consider the offer.On April **, 2015, [redacted] contacted our Customer Relations Department to follow up on the offer. [redacted] requested additional compensation for the attempted delivery on April **, 2015 as he was expecting a “brand new” / “stock” Tempur-pedic Allura mattress, which he claimed was promised by his salesperson. Sleepy’s informed [redacted] there would not be any additional compensation aside from what he had already paid. [redacted] was again advised the only resolution to his complaint was for the bedding to be returned for a full refund which would be restored back to his finance account with [redacted] stated this offer would not resolve his complaint and subsequently filed this rebuttal.As mentioned in the initial response, at the time of purchase, [redacted] received a copy of the invoice which states in clear and concise language “No exchanges (including comfort exchanges), service, and/or refunds on any merchandise marked with an asterisk. All sales are final.” Since customer satisfaction is our main goal, notwithstanding our established policies and procedures, Sleepy’s is willing to accommodate [redacted] in having him return the bedding currently in his home for a full and prompt refund. As we are attempting to resolve [redacted]’s complaint to his satisfaction, we believe not further action is necessary. If you should have any question, please feel free to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

My complaint has not been resolved to my satisfaction. The Sales Reporesentative showed me the bed, said it was on clearance as they were making room for new model, said he had 7 or 8 more left, and it was 50% off. I purhcased a $4,000 bed for $2,0000. I expected it to be new. The Sales Representative never said that clearance meant the the bed was used or defective (sold 'as is'). A document was inlcuded in the paperwork I received stating that clearance was sold 'as is'. This document did not require my signature. The document was not brought to my attention. This information was not on the invoice I signed. This is a poor business practive. I am not interested in a full refund. I am interested in a new bed. SLEEPY's has been unable to provide me with a new bed. Each of the fourt attempts the bed came out of clearance stock.My son has a bad back. Tried all the beds and this is the one he likes. Thereofre, since SLEEPY's can not provide a new bed (what I purchased), then I expect to get 50% of a used bed. This means fair price is $1,000.Reduce my Synchrony balance by such and I am happy. If this can not be done this complaint should be 'UNSATISFACTORIALLY' closed. CLOSED without resoltuion so I can move to next steps.

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

Sincerely,

Review: On Monday 2/**/15 my ** year old mother was released from the hospital. The following day she asked me to purchase her a new mattress as she could no longer sleep well on the old one. I went to slrrpy's on [redacted] I was helped by a sales person named [redacted]. I explained to him in detail about my mother and that I needed to buy a mattress right away. I explained to [redacted] that I didn't have a chance to do any research so I needed his expertise. I tried several mattress and decided on one to purchase. I then asked [redacted] if there was a price gaurantee and he said absolutely that sleepy's would match anyones price. I was never shown, nor was I ever explained of any price matching policy. I then questioned about a box spring as I didn't think that we needed a new one. he quoted me a price of a couple of hundred dollars but said that if afterward I wanted to buy a new box spring it would cost more and yhere would be a delivery cost also. because it wasn't purchased as a set. I decided to buy the mattress and box spring set. Not until later when I looked at the cost breakdon on the receipt did I see that he actually charged me more for the box spring than the price that he quoted. When I got home I went online to check prices and found it cheaper with the same delivery date available. I called the store and they said bring in the advertisement and a manager would call back that day.I brought the ad to the store and gave it to the sales person. I never was called back and tthe delivery was made. I called the store again and was told someone would call back, did not get a call back. I called corporate and they opened a case # [redacted] and said a manager would call back, never got a call back. I tried the store again and was told the manager was on vacation and comeone else would call back, never got a call back. At this time I disputed the charge with my credit card co. as I had no confidence that I would ever hear from Sleepy's. I could have bought mattress $212.00 cheaper if I got called back.Desired Settlement: Refund

Business

Response:

Case # [redacted]Sleepy’s is in receipt of your inquiry regarding Case # [redacted]. I will relay the circumstances surrounding the complaint, so you may better understand Sleepy’s efforts to ensure customer satisfaction above and beyond its obligations. On February **, 2015, [redacted] purchased from Sleepy’s a Sealy Posture-pedic cushion firm euro pillow-top set mattress and box spring, there was a request for two (2) off-site removals off premises. [redacted]’s total purchase price was $1,084.74. On February **, 2015, the day after the delivery was completed [redacted] contacted our Customer Care Department with claims of locating the merchandise cheaper on-line at [redacted]. The appropriate department was advised of [redacted]’s claim of locating cheaper merchandise and was designated to follow up with the consumer in regards to the Price Guarantee. The Price Guarantee specifically states that, “If a customer finds the same or comparable mattress at a lower price elsewhere within thirty (30) days from the date of their delivery, we will refund the difference plus 10% of that difference.” The customer must present the competitors current ad or invoice, however, Sleepy's cannot price beat the price of our own merchandise. Our Price Guarantee excludes super values, mattress values, special purchases, closeouts, exchanges, floor samples, warranties, discontinued merchandise, and one-of-a-kind merchandise”. The Price Guarantee is prominently displayed in Sleepy’s showrooms, web sites and is also printed on the invoice [redacted] received at the time the purchase was completed. The Price Guarantee [redacted] was referring to was located on-line at [redacted] in the amount of $762.00, [redacted] and Sleepy’s are under the same parent company and cannot price beat one another. A Price Guarantee that would initiate a review would be from a competitor of Sleepy’s; unfortunately; [redacted] is not a Sleepy’s competitor and therefore; [redacted]’s request of a $212.00, adjustment cannot be honored. [redacted] has currently disputed the whole charge with his credit card company and still possess the merchandise in his residence. Since we have reviewed the consumers invoice and we are unable to offer any monetary adjustment utilizing the company [redacted] submitted we believe no additional responses are required at this time. If you have any further questions please contact me 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]There is no such disclosure statment, wording, verbal communication or any other way to find this out, about there doing business under cover of another name, unless a representative has contacted me. NO ONE FROM THIS RIPOFF ESTABLISHMENT has ever tried to contact me. FUTURE BUYERE SHOULD BE FORWARNED OF THE DECEPTIVE PRACTICES AND LACK OF MORALITY.

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]. Upon review our position remains the same we are unable to offer any monetary adjustment. We have reviewed [redacted]’s additional comments and believe no additional responses are required at this time. If you have any further questions please contact me at ###-###-#### or [redacted].

Review: We purchased the top of the line mattress and box spring along with a frame. We were told if the mattress sagged or was uncomfortable due to our medical conditions we could return the mattress for another type. Both my wife and I suffer from numerous s[redacted] and numerous other medical problems not to mention I have had eight surgeries and my wife three. My back is getting worse from the mattress and my numbness increasing. We have had Sleepy's out to inspect the mattress three times the only problem they have no desire to stand behind what they sell. The last inspector told us the frame is not the correct frame and the mattress does not sit properly but the denied that. I feel the use deceptive advertising to make the consumer feel as though they stand behind what they sell while they don't. They take the position that as a "broker" it's not their problem. I have been trying to get this resolved for a couple of years now without any success so I have no choice but to file a complaint.Desired Settlement: I want to get a credit for my mattress and box spring and frame, (full value) and to receive a credit and let me go pick out another product at a Sleepy's of my choice.

Business

Response:

Case #: [redacted]On May **, 2009, [redacted] received delivery of a king size Kingsdown king size mattress and box spring set, two pillows, a mattress protector and a frame. On September **, 2012, [redacted] contacted Sleepy’s Customer Service Department claiming that the Kingsdown king size mattress 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 met the manufacturer’s standards. Therefore, pursuant to the terms of the manufacturer’s warranty, Sleepy’s denied [redacted]’s request to replace the mattress. Upon [redacted] contacting Customer Service to inquire on the outcome of the inspection, he was offered a Corporate Discount for the purchase of new bedding or to have a second inspection. [redacted] opted to have the bedding inspected again.On October *, 2013, [redacted] contacted Sleepy’s Customer Service Department claiming that the Kingsdown king size mattress was still showing signs of visible sagging. As this was what would be a potential warranty issue, we coordinated for an inspection of his merchandise. Sleepy's dispatched a third-party independent inspection company to [redacted]’s home to examine the merchandise. On October **, 2013, Sleepy’s Customer Service Department attempted to reach out to [redacted] to inform him of the outcome regarding his inspection. On October **, 2013, [redacted] contacted Sleepy’s Customer Service Department to discuss the outcome of his claim. [redacted] was informed his mattress set met the manufacturer’s standards and therefore did not qualify to be replaced. [redacted] was again offered a Corporate Discount for the purchase of new bedding or to have another inspection. Dissatisfied, [redacted]equested a copy of the inspection report.On September *, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the Kingsdown king size mattress was still showing signs of visible 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 again revealed that his mattress met the manufacturer’s standards. Therefore pursuant to the terms of the manufacturer’s warranty [redacted]’s mattress was ineligible for replacement. Dissatisfied with the outcome of the inspections completed, [redacted] filed a complaint with your Agency. On January **, 2015, our Customer Relations Department spoke with [redacted]. He advised us that the during his inspection, the inspector informed him the metal frame he purchased from Sleepy’s which was being used to support his bedding was showing signs of being defective and not supporting the mattress and box springs properly. [redacted] was offered to have the frame exchanged to see if mitigates the “slanting feeling” he claimed to be experiencing with the bedding. Additionally, he was offered to have another inspection or a Corporate Discount on a new mattress set of his choice, excluding Tempur-pedic. [redacted] opted to have the frame exchanged and will follow up with our Customer Relations representative should he need further assistance.As we are working to resolve [redacted]’s complaint to his 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 wanted to purchase a new queen size mattress and box spring set. I told the salesperson my price range of $500-$800. I was originally shown a set in my price range. However, as soon as I mentioned my current medical disabilities (recent [redacted] which is not rehabilitating well and [redacted]) and when the salesperson discovered how much financing I qualified for, I was pushed into purchasing a much more expensive mattress and an adjustable base. The salesperson kept "insisting" that I needed this adjustable base and mattress for my health issues and for my "healing". The salesperson continued to show me products way out of my price range even after I told her I did not want to spend anywhere near the amount of financing I qualified for. The mattress and adjustable base was delivered to my house the next day and I found out that the base is so heavy I cannot even move it to put sheets on it. Within an hour after delivery, I went back to the store to tell the salesperson that I cannot keep the adjustable base because it is too heavy for me to move and it is too high off the floor and thatI never wanted an adjustable base in the first place and that I felt that she pushed me into it. That is when I was told that the adjustable base is not returnable and cannot be exchanged for something else. I was never given this information prior to the purchase.

I feel that I was grossly taken advantage of due to my disabilities. I walked in the store walking with a [redacted], in pain and on [redacted]. I was not in a clear state of mind at the time and I was really pushed into this choice of bed. I would never have considered this bed on my own. I am so emotionally distraught over this purchase and how much it cost, I cannot even look at the bed and cant sleep in it. I feel like a victim of an aggressive salesperson looking to spend as much of my money as possible. I cannot even afford the total cost of this purchase and I am terrified of not being able to make the payments on it. I cannot afford to hire a lawyer to help me so I am hoping the Revdex.com can help me in some way. I cannot believe this happened to me and I don't know where to turn for help.Desired Settlement: I would like to return the complete bed and have the financing refunded so that I am not liable for this purchase

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] visited her local showroom [redacted] made a purchase of a Simmons Beauty rest luxury plush queen size mattress, Tempur-pedic ergo adjustable bed base, a queen size mattress protector, a set of queen size sheets and a quilted jumbo pillow. [redacted] was provided a copy of her detailed invoice at the conclusion of her sale; delivery was completed on September *, 2014.

On September *, 2014, the same day of delivery [redacted] re-entered her local showroom with claims of the adjustable base being too expensive. In an effort to assist the consumer with her expressed concern the Mattress Professional attempted to have [redacted]’ finance altered from forty-eight months (48) to sixty months (60) to assist her with the payment balance, the consumer declined. In an additional effort to assist, it was suggested to the consumer that a set of lower legs be delivered to her home with casters at no charge to assist with height, she again declined this resolution. In spite of the Mattress Professionals attempts to assist, [redacted] requested to exchange the adjustable bed base for standard box spring and metal bed frame. Sleepy’s was unaware of any dissatisfaction [redacted] is claiming to have in regards to the adjustable base being heavy. Our Customer Care Department has not received any inquiries into our call center where all calls are logged and recorded with any claims mentioned in this complaint.

We would like to remind [redacted] that at the time of purchase, she received a statement of our No Refund Policy. Although Sleepy's has a strict No Refund Policy, we do offer our customers the opportunity for a Comfort Exchange, provided that the exchange occurs within 21 days of delivery. The Comfort Exchange Policy specifically states, each customer is entitled to one Comfort Exchange, and the exchange must be for merchandise of equal or greater value. The Policy additionally states that fees are attached in the amount of $150.00 incorporated with a transportation fee of $99.99, plus tax. The Policy clearly states: “The Comfort Exchange applies to mattresses and box springs ONLY and excludes motorized beds, cots, special orders, outlet and clearance merchandise.” The Comfort Exchange Policy is prominently displayed in Sleepy’s showrooms and is also printed on the invoice [redacted] received at the time of purchase.

As you can understand, although customer satisfaction is our primary goal, Sleepy’s cannot offer Comfort Exchanges and/or refunds for adjustable bed bases. However, in [redacted]’s case, Sleepy’s will agree to depart from its well-established procedures and as a gesture of good will, agree to offer [redacted] the opportunity to exchange her adjustable bed base for a standard box spring and metal frame. The difference in price will be restored to [redacted] finance account; this is the only accommodation being extended to [redacted]. The consumer may contact me at the number below to coordinate this exchange within the next five (5) business days.

Since we have attempted to resolve [redacted]’s complaint to her satisfaction, we believe that no further responses are required at this time. If you have any further questions please contact me 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 reviewed the response from Sleepy's regarding my complaint and I am very willing to accept their resolution of exchanging the Tempurpedic adjustable base for a standard box spring, however, my attempts to contact them via the contact information in their response have been unsuccessful. Sleepy's gave me a 5 day window to contact them and make the exchange arrangements. They listed a phone number, ###-###-#### and an email address, [redacted] I have left 3 voicemail messages and 2 emails and have not been contacted. I am worried that they are not responding to me so that the 5 day window will expire and then they wont accept the exchange.

What do you recommend I do?? I really want to resolve this issue with the exchange offer as soon as possible.

Thank you,

Business

Response:

Case #: [redacted]

Sleepy’s is surprised to receive this rebuttal from your office considering I have spoken with [redacted] today October *, 2014, at 10:58am. It is unfortunate that each day is spontaneous and intended daily duties are restructured; which may cause me to be unavailable at times. [redacted] exchange has been coordinated for October **, 2014, between the hours of 12pm-4pm; we are pleased the consumer accepted our generous offer.

Since we have resolved [redacted]’s complaint previously, we believe that no further responses are required at this time. If you have any further questions please contact me 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: Customer ID [redacted] sold by CC3699, PT2805 at KE00. Store at 5[redacted]. I purchased TW 2" 4 LB MEM. FOAM TOPPER W/SKIRTED COVER (as written on Sales Order Invoice dated 8/**/14, 2:15 pm)

Only FOAM TOPPER received. Contacted [redacted] a few times. First he asked me to send him a picture of what I had received. Then he said he would look into it. The third time he said there is no cover. He denied telling me and my husband(who was with me then), the topper would come with a washable cover. I have looked in other stores eg [redacted], even the product priced at $79.99(before the 20% discount), comes with a zipper cover. Moreover, it is very difficult to find the right cover for this topper.

I believed SLEEPYS is a reputable company. This is the reason I made the purchase with SLEEPYS.Desired Settlement: I do not wish to make a trip to return the merchandise--I have severe back pain. That's why I purchased the topper in the first place. Secondly, I do not have a car. Please honor the sales contract and send me the cover as written on the sales order.

If really the cover can't be sent, please give me full refund (credit card credit is fine ) and let me keep the topper, for all the difficulties and aggravation that I have gone through. Thank you so much for your attention.

Business

Response:

Case#: [redacted]

On August **, 2014, [redacted] placed an order for a 2” Memory Foam Topper with a skirted cover which was shipped directly from the vendor, [redacted]. Upon receiving the item, [redacted] discovered that the skirted cover was missing.

Dissatisfied with the response that she received from our showroom personnel, [redacted] filed a complaint with your agency. Upon receipt of the complaint, a Customer Relations Representative contacted [redacted] and advised her that we would contact [redacted] and advise them that the shipment did not include the cover as advertised and a cover would need to be shipped out to [redacted].

We will work with [redacted] until we can issue her the cover as stated on the advertisement. If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will work with the business until the matter is resolved. It has not been resolved as yet.

Sincerely,

Review: On April **, 2014 I walked into the Sleepy's showroom in [redacted] to try out the bed that was the same one I had recently purchased from the [redacted] Sleepy's and that was delivered to my home on 4/*/14. I wanted to see if the one in the showroom sagged in as much as the bed I had purchased did. I explained to the sales rep in [redacted] that I believe I was sold a defective mattress because my mattress sags in too much after just minutes of laying on it and the one in the showroom didn't appear to do that. I expressed that I was concerned that if only after a week of use it sagged in that much, that I wondered and worried about how much it would sag after 1, 2 or 3 years of use. The gentleman insisted that he help out although I mentioned to him that I would go back to the original location of purchase. The gentleman, who's name I wrote down as [redacted], contacted the warranty department. He told me that the warranty department was going to replace my mattress and that they would deliver a new mattress. I was very surprised and happy with the fact that they were going to do that. He explained that I needed to pay a new delivery charge of $99.00. I expressed disagreement with the delivery charge at that time because I didn't think it was fair for me to pay another delivery charge for the exchange when it was not my fault that I was sold a faulty mattress to begin with. The sales rep told me that the only way he could arrange for a delivery of the new mattress in the system was for the customer to pay the $99.00 delivery charge but that on Monday he would follow up to get that charged reimbursed. I agreed to move forward at that time due the fact that he was going to try to get the delivery charge reimbursed. Today, May **, 2014, I called the [redacted] office to get a fax # in order for me to send a complaint letter to [redacted] about the $99 delivery charge not being reimbursed yet. I was told by the gentleman who answered the phone that sales reps move around quite a bit, that he didn't know a [redacted], and that what I actually needed to do was call the 1-800 Sleepys number that they would be able to help me out. When I called the 800 # on 5/**/14 like around 12:30 pm, a representative took my request regarding the issue. At first she kept saying that she didn't see any notes regarding a delivery charge reimbursement and that she only saw the request for reimbursement from the [redacted] office that was put in today. I explained that it was because I had just called them today about the issue and they advised me to call you, and that it was not my fault that the original sales rep in [redacted] failed to put in notes about my request to get the 2nd delivery charge reimbursed. Then, the customer service rep kept me on hold while she tried to find the name of [redacted]. She kept telling me that she could not find a [redacted]. In frustration I told her that perhaps I wrote the name wrong and if she could just pull up the name of the representative who submitted the order for the exchange, as I'm sure there's a sales rep attached to the request. She then put me on hold while she put in an electronic request to management regarding the reimbursement. She returned to inform me that the Warranty Dept Management declined my request for a reimbursement of the $99.00.Desired Settlement: Please reimburse the $99 delivery fee charged to my credit card for exchanging my faulty mattress. It is not my fault that I was sold a faulty mattress. Had I not been sold a faulty mattress that had to be replaced I would not have incurred an additional $99.00. I paid a total of $843.73 on 3/**/14 when I originally purchased the mattress, and this total already included a $99 delivery charge.

Business

Response:

Case#: [redacted]

On April *, 2014, [redacted] received delivery of a Sealy Posturepedic queen size mattress

and box spring. On April **, the customer contacted our showroom to advise that

the mattress was sagging in the center and she was also feeling the springs.

Because the customer had the mattress for less than 30 days, we agreed to

exchange the mattress without putting her through a warranty inspection. Customer was disputing delivery fee of $99.99

she paid upon her warranty exchange.

Upon receipt of the complaint filed with your office, Sleepy’s

Customer Relations representative reached out to [redacted] on 05/**/2014

and advised her that we would refund the fee and apologized for the

inconvenience.

We believe no further action is needed at this time. If you should require additional

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