Sleepy's

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

Business

Response:

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

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

Business

Response:

Case #: [redacted]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

offer credit for previously received Simmons box springs.

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

Consumer

Response:

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

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

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

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

Consumer

Response:

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

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

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

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Business

Response:

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

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

Business

Response:

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

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

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Review: 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: 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: A mattress delivered by Sleepy's was delivered with DEAD BUGS on it. We immediately called to the store (located in [redacted] who then had Headquarters in [redacted] call me back) and demanded that the driver come back and get the defective product. After many arguments, they finally returned and took away the defective/bug laden mattress. It was implied by their customer service that we "placed" the bugs on the mattress, that we were basically lying. I collected the dead bugs and have them in a ziploc for future dealings. We have been dealing with Customer Service in Hicksville, and they are ridiculous. They will not refund fees that were explained to us as "FREE" by the salesperson we dealt with. They are trying to charge us almost $250.00 for their "delivery" of defective goods. Sleepy's tricks you into believing that the delivery/take away/bed cover is FREE, until you have a problem with it. Then you will notice that the form that the salesperson is typing on his/her computer (which you cannot see, nor do you ever see until there is a problem) is being changed to "back out" the price of delivery/take away/cover. It's a complete and utter SCAM. They type up their sheet, you sign an electronic "credit card" machine, they fold the paperwork up, and place it into a tri-fold. Off you go, until of course you get a mattress with bugs. Ironic how they have a "refund release" form on file, which releases them from any "legal" action once signed and notarized. All they do is fill in your name and your amount. Seems to be a pretty common practice at Sleepy's.

They have also placed FRAUDULENT charges on our credit card!!!! We placed our order on 1/**/14, and the mattress was delivered on 1/**/14. We have cancelled the credit card, and froze the account. No more fraudulent charges can be put there. We have also contacted Consumer Affairs, and the fraud department of the credit card company.Desired Settlement: We want ALL of our money back....$1499.99.

Business

Response:

Sleepy’s is in receipt of your inquiry

regarding [redacted].

Sleepy’s was surprised to receive this

complaint from your office considering as a courtesy and very much of the

ordinary [redacted]’ s requested was accommodated of removing the mattress from

her home in a minimal time span of delivery.

As it stands at this time there has been

no charges placed on the consumer’s account reflective of the removed mattress.

However; the consumer is responsible for the items that remain in the home such

as the queen size mattress pad in the amount of $97.49, a delivery fee in the

amount of $99.99 and the removal fee in the amount of $19.99 for a total charge

of $217.47, plus tax. These fees are non-refundable.

Since the consumer’s issue has been

previously resolved before this received complaint we believe that no further

responses are required at this time. If you require additional information or

if further assistance is required please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Consumer

Response:

[redacted]:

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

February **, 2014

Dear [redacted] of New York,

The response from [redacted] at Sleepy’s is completely and utterly untrue. First and foremost, I had to practically beg Sleepy’s to come back to my house to retrieve the bug laden mattress that they delivered. Only after I threatened to drag the mattress out onto the front lawn myself, did [redacted] take action and send the driver back.

Deceptive sales tactics were used by the salesman in the Sleepy’s store, where he advised both me and my husband that the delivery, mattress pad, and take away were all FREE. A verbal contract is considered a binding contract. How can you now try to charge me for something that was quoted as FREE, and then deceptively included with a price on a receipt? Ironic how the salesman types everything into a computer that you can’t see, has you sign an electronic credit card machine as accepting the charge (while he is deceptively backing out the charges for delivery, mattress pad and take away), then places your folded receipt into a tri-fold. It’s shameful that Sleepy’s would even consider charging me for delivery of an item that was not new or acceptable. How can a brand new mattress have BUGS?

I offered the return of the mattress pad, as we will not support ANY products from Sleepy’s, ever. [redacted] advised on several occasions NOT to give the pad to the driver when he finally returned. We never opened the mattress pad, as I explained to [redacted], nor will we ever open it. It shall stay in our COLD garage, in the event that anything is also living in the pad.

It’s beyond belief that Sleepy’s is trying to charge for items deemed as free by their salesman. To top it off, they want to charge for a delivery of a BUG LADEN mattress. You can’t be serious!!!

We have all of our paperwork, phone logs, text logs, emails, bag of dead bugs, etc to support our side to be 100% true and accurate. We have filed a claim with Consumer Affairs, and are prepared to go to court if necessary.

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding [redacted]. The refund has been

processed in the amount of $232.69 on 4/**/2014. [redacted] may call GE Money Bank to get the

updated refund status. It takes up to two billing cycles to show the refund on customer’s statement. If we can be of further assistance, please

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

Consumer

Response:

[redacted]:

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.

It should be noted that the refund was promised weeks before it was processed. The card now shows a zero balance.

Sincerely,

Review: We feel that the salesperson was not forthcoming in providing needed information so we could make a good product match in mattress selections. His attitude and misinformation resulted in a most unpleasant retail experience, returning mattresses and paying fees to do so. Having told the salesperson exactly what we were looking for should have resulted in better mattress matching. Since this not occur the result was much more costly for us.Desired Settlement: We feel that some kind of cost adjustment is in order.

Business

Response:

Case #: [redacted]

On July **, 2014, [redacted] purchased from Sleepy’s a king size Sealy Posturepedic mattress and box spring, pillow and a bed frame. The merchandise was delivered on August *, 2014.

On August *, 2014, only one day after receiving delivery, [redacted] returned to his local showroom requesting to exchange the mattress as he was uncomfortable after one night’s sleep. [redacted] reselected to a king size Kingsdown mattress and box spring. As the merchandise he selected was of greater value, he was responsible for difference in price. [redacted] was also charged a $150 Disposal Fee. Sleepy’s waived the $99.99 delivery fee as a courtesy. [redacted] received delivery of his new bedding on August *, 2014.

On August *, 2014, [redacted] returned to his local showroom requesting to exchange the newly delivered bedding set because he was uncomfortable after a few nights of sleep. Although the Sleepy’s Satisfaction Assurance Program states, “limit one comfort exchange per customer”, as a courtesy, he was approved for a second comfort exchange. [redacted] selected a king size Kingsdown mattress of greater value and was required to pay the difference in price. [redacted] was charged the $150 Disposal Fee and the $99.99 delivery fee. Although he was dissatisfied with having to exchange the bedding once again, [redacted] received delivery on August **, 2014.

On August **, 2014, [redacted] contacted Sleepy’s Customer Service Department and asked to speak with a Manager to discuss the price difference in his recent exchange. [redacted] explained that the mattress he received on August **, 2014, was now on sale at Sleepy’s and requested a refund for the difference in price. [redacted] was informed that the Sleepy's Price Guarantee policy only pertained to merchandise from a competitor. Sleepy’s Price Guarantee states the following, “If a customer finds the same or a comparable mattress at a lower price elsewhere within thirty (30) days after the date of delivery, we will refund the difference plus 10% of that difference (NOTE: we will match the price on Phenom, Stearns and Foster, Beautyrest Ultimate, Legends, I-Series, I-Comfort, and Tempur-pedic). Customer must present competitor's current ad or invoice.”

On August **, 2014, [redacted] contacted his local showroom to express his dissatisfaction of the exchange policy as outlined under the Terms and Conditions on his invoice. [redacted] was explained the policy and exchange process. As a gesture of goodwill, [redacted] was offered an accommodation set of sheets which he declined.

Upon receipt of [redacted]’s complaint with your agency, a Customer Relations representative placed his account under review. In an effort to resolve [redacted]’s complaint, Sleepy's will refund the $150 Disposal Fee paid on the first comfort exchange. The refund of the $150 will be credited to [redacted]’s finance account with GE Money Bank and can take 1-2 billing cycles to reflect.

We believe that we have satisfactorily resolved [redacted]’s complaint and that no further action is required at this time. If you have any further questions please contact me at [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: 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: 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: 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 moved to USA recently. After moving we purchased house hold things, we purchased mattresses from Sleepys located at sunrise highway in our neighborhood.On [redacted] July My wife and I visited Sleepys store early morning. [redacted] assisted us and showed many mattresses, we told him that our budget is $1200.00 and we have to buy one queen, two double mattresses including board, frame, pillows, bed sheets and protection cover. we spent couple of hours to select the following things.1- Queen mattress with board and frame.2- Double mattress with board and frame.3- Bed sheets.4- Pillows5- Protection coverHowever when the delivery was made we noticed the 2 double mattresses were totally different from the one`s we selected and [redacted] sold us. So we thought it was probably a delivery mistake. The next day when we went to the store to report our complaint, we were assured that the matter will be resolved soon.My kids slept on the floor for plenty of days since we didn't want to the exchange process to get complicated. Later they kept changing their statements by saying that we were wrong and we ordered these poor quality mattresses (that nobody would ever buy).Finally they said that they would provide us with the mattresses we originally chose if paid extra money. Now my kids have a back ache due to these horrible poor quality mattresses. Recently we have come to know about Revdex.come and how you help people, I really hope that Revdex.com will help us.Thanks[redacted]Desired Settlement: we would like to get the 2 mattresses that we originally ordered with no extra cost at all

Business

Response:

Case #: [redacted]

Review: The customer service rep. informed me that there was a 30 day comfort guarantee, and that I could bring the product back if I wasn't satisfied, and only pay a "re-stocking fee". When I went in and told them that I would like to return it because I was not comfortable, I was then informed that the "comfort guarantee" is for EXCHANGES only, and that is ONLY for the mattress; not the product (the bed base) that I wished to return. I was then informed that the base was NOT RETURNABLE!Desired Settlement: I would prefer to return both items; however, I would be satisfied with a credit and return of the base. I can deal with the mattress on my own if need be.

Business

Response:

Review: I purchased a mattress and box spring in March of 2013 from Sleepy's. The box spring has been deemed defective by the company that Sleepy's employs to investigate warranty issues. Sleepy's is telling me that I have to pay $100 to have the replacement box spring delivered to me.I feel that this is completely unacceptable. I have done nothing wrong and they have sold me a defective product, I believe that I should not have to pay to replace it.Desired Settlement: I believe that Sleepy's should replace my box spring with a new, like product at no delivery cost to me.

Business

Response:

Case #[redacted]

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: 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: 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: 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: 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].

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].