Sleepy's

Review: In February 2013 I purchased a mattress for over $2000.00. I contacted Sleepy's Mattress in September 2014 to notify them that my mattress that I purchased has a sag in the middle and it was affecting my sleep and giving me back pain. They sent a company called "[redacted]" to my residence and the gentleman measured the sag. Without any pressure on the mattress the sag was 1 3/8 inches. I had to call Sleepy's a week afterward to get the results of the of the inspection. I spoke to a [redacted] who stated that it would only be replaced under the warranty if the sag was 1.5 inches. Their answer to the problem was that they could sell me another mattress. First, I did not purchase the mattress with a sag and was led to believe that it was a top of the line mattress and would not have any issues. If I were to be laying in the bed, the sag would obviously be much greater than 1.5 inches. There were no other issues with the mattress or box spring that would cause the sag. The gentleman for the inspection service even stated he noticed the sag as soon as he walked in the room without even touching it yet !! I believe this a wrong for not following the warranty and believe that it was defective from the beginning. I would liked to resolve this with them but they refuse to respond. Now I want this mattress replaced because it is affecting my sleep and health !!Desired Settlement: I would like the mattress replaced under warranty.

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the Kingsdown mattress and box spring delivered from Sleepy's in February 2013 were 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. The inspection results revealed that the mattress and box spring both met the manufacturer’s standards. Therefore, pursuant to the terms of the warranty Sleepy’s denied [redacted]’s’s request to exchange her merchandise.

On September **, 2014, [redacted] reached out to our Warranty Support Department and requested the results. [redacted] was advised that his mattress and box spring was in fact performing up to the manufacturer standards. [redacted] dissatisfied requested to speak to a [redacted].

On September **, 2014, Sleepy’s mailed [redacted] a copy of the inspection report showing the merchandise to be within the manufacturer’s standards. On October **, 2014, Sleepy’s received this complaint from your office.

On October **, 2014, [redacted] was contacted by a member of our Customer Relations Department where his concerns were discussed. The consumer was reminded the manufacturer allows one (1) inspection per calendar year; due to the consumers dissatisfaction an in-home inspection kit was offered. In an effort to remain in alignment with the manufacturer guidelines the consumer’s in-home inspection kit will be mailed from our corporate office the last week of October. The consumer has been instructed to follow the distinct instructions enclosed within the in-home inspection kit and follow up with me when he is prepared to send in the requested results.

Since we have actively assisted [redacted] with his concern, we believe that no further action is required at this time. If you have any further questions please contact me at [redacted] 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: 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: 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.

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Sincerely,

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: 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: My fiancé and I purchased a Sterns & Foster Mattress from Sleepy’s of [redacted] in August 2012. Sleepy’s and Sterns & Foster both describe this particular mattress as "luxury" and "firm." They sell it to you by telling you how "comforting" it is and "full high density foam, etc...."

Let me explain something - none of the above is true. Less than 12 months after sleeping on this mattress and following ALL of the requirements of Sleepy’s & Stearns and Foster (matching boxspring, metal frame with center bar with additional support leg), this mattress is mush, sagging in the middle and providing zero support. We sink into the middle of the bed every single night. Lying on either side, I can physically feel my body tilting towards the middle. A hammock hung between two trees gives better support. We made sure to do absolutely everything by the book (correct frame, boxspring) because we did NOT want to be in this exact situation we are in right now.

We both wake up with back aches, neck aches and are completely uncomfortable all throughout the night. She wakes up at least 3-4 times a night trying to make herself comfortable. I personally have been to physical therapy in the last several weeks for my back. My doctor and therapists have asked what I sleep on. They’re shocked when I tell them the brand, what I spent and how recently it was purchased. This is absolutely unacceptable.

Bed Chek, LLC, who Sleepy’s and/or Stearns and Foster contracts out their inspection services, sent someone to our house. For the approximately 5 minutes he was here he simply laid a stick across the bed and measured with zero weight on it. We then we waited another 14 sleepless nights only to find out that the measurements are found to be within acceptable limits, whatever that means. Bed Chek’s website states that they use “State-of-the-Art proprietary measuring equipment.” This cannot be possible. Laying a red stick across the bed and measuring the indent with a ruler does absolutely nothing as far as telling you the internal condition of the bed. I encourage anyone to lay in this bed and tell me that it is performing as it should.

We’ve gone back to Sleepy’s, asked about getting a discount on a different bed and what they offered was insulting. We spent close to $2,000 and they were offering us a few hundred dollars towards something new. This is how they stand behind their products? We sat and explained our situation in the store and all we got in reply was a shrugged shoulder. He told us we could have Bed Chek come back in a couple of months and see if the measurements change to the point where they are no longer “within spec” or reach out to the manufacturer. That’s their job, not mine. If I buy a car and have a problem am I expected to reach out to Chevrolet or Honda? Of course not, I go to the dealer I purchased it from.

In the meantime I’ve continued making my monthly payments on this bed. I would gladly have stopped paying a dime long ago but I’ve worked too hard to build my credit up to let them ruin it with this situation. And we don’t have an issue with the finance company. Our issue lies with the manufacturer, retailer and inspector.

Sleepy’s, Stearns & Foster, and Bed Chek are all responsible for this in our eyes as it appears no one wants to take responsibility. We don’t care who ultimately fixes the situation, although it should be Sleepy's because that's who sold it to us. We just want someone to own up to it and rectify this in a reasonable and acceptable manner.Desired Settlement: I expect them to either refund the purchase price, or exchange for something of equal value.

Business

Response:

Case #: [redacted]

Review: I ordered a Foster and Stearns mattress from sleepys on 7/** to be delivered on 8/**/13 for $2,700. The mattress delivered stinks. It has a foul odor emanating from it. We have called sleepys asking for a replacement and they told us this was a normal smell. Never in my life have I smelled a mattress like this. It has been almost two months and the smell permeates through the mattress pad, sheets, comforters and pillows. My entire bedroom smells like an ashtray. When we called sleepys they advised this was normal and told us to air it out. This is not normal. We have aired if out, tried baking soda, etc., and nothing has helped. This is disgusting and I want it replaced which now sleepys says is too bad because it has been more than 30 days. We complained before the 30 days was up and they did nothing. I want this mattress replaced.Desired Settlement: I want this mattress removed and replaced with one that doesn't smell like a dirty ashtray.

Business

Response:

Case #: [redacted]

Review: Since purchasing this mattress and the sagging began, out backs have been sore constantly. We are both 28-30 years of age and have had no back issues since sleeping on this bed that is visibly defective.Desired Settlement: We would like for our mattress to be replaced and to exchange it for a different model and brand. Clearly this model and brand is junk for it sags 3/8" and 5/8" after 2 years of purchase. Unacceptable.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] contacted our Customer Service Department claiming that the mattress she

purchased from Sleepy’s in February 2012 was sagging. Since this was what would be a potential

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

of the results there appeared to be a stain on the mattress. This would be a condition that voids the

manufacturer’s warranty.

Upon receipt of this complaint from your office, [redacted] was contacted by our Customer Relations

department in hopes to resolve her complaint. [redacted] was advised under

the manufacturer’s warranty she is not entitled to an exchange of the mattress,

only the box spring at this time. Upon discussing the inspection results with

[redacted], we offered her to exchange the box spring along with a deep

discount on a mattress and offered some remedies to the current support system

that could be improved upon.

We will be working closely with [redacted] to satisfactorily resolve her complaint. If you have any

further questions please contact [redacted] at ###-###-#### or via email at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and we were able to come to an agreement contingent upon the faultiness of the original mattress and box spring. The issue has been settled and we are being compensated for this issue.

Sincerely,

Review: On 4/**/2014 I purchased almost $2000 worth of bedding from [redacted] from the [redacted] store. Product Code # [redacted] is the problem. I was told by the [redacted] clearance store salesman that is was a memory foam mattress that was heavily discounted since it was in the clearance section for $169.99. Once I opened the mattress it did not feel like memory foam and bottomed out right away. I spoke to [redacted] the local salesmen, but he said it is memory foam. A few weeks later I purchased another $500 worth of bedding and told [redacted] I was still unhappy about my daughters mattress. He said that since it was a clearance item there was nothing they could do, he even called his [redacted]. When I was about to pay my CC bill I noticed the model # and looked it up on their website and saw that it is NOT a memory foam mattress and normally sells for $99!!Desired Settlement: I want a refund or exchange with a real memory foam mattress.

Business

Response:

Case #: [redacted]

On April *, 2014, [redacted] received delivery of a Symbol Ortho Posture 5” Foam twin size mattress. At the time of purchase [redacted] was assured by the Mattress Professional that this was a memory foam mattress. Since this mattress was sold to [redacted] as a clearance piece, he was advised that there would be no exchanges.

Dissatisfied [redacted] filed a complaint with your office. Upon receipt of this complaint filed with your office, Sleepy’s Customer Relations representative contacted [redacted] and offered a Comfort Exchange as an accommodation with no fees. [redacted] agreed to visit Sleepy’s showroom to complete his selection.

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

Consumer

Response:

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

Sincerely,

Review: On May **, 2014, I purchased a Beautyrest mattress from Sleepy's retail store W200 -Aspen Hill W20, in [redacted]. The sales associate quoted the Price Guarantee, posted conspicuously in the store, to assure me that if I should find the same or comparable mattress, the price match guarantee would apply. The price match states: "Sleepy's beats anyone's price by 20% or it's free." The total purchase price was $1065.27 and included the BR Recharge LXF QN Set, frame, and bedliner. I found the comparable mattress, frame, and bedliner for a total price of $899.00 (excluding tax), provided the material to the sales agent, who needed approval from headquarters to make sure the mattress was "comparable." The store did not contact me prior to delivery concerning a determination from headquarters. The delivered product was perfectly fine.

On May **, 2014, I sent an inquiry via the Sleepy's website, with another inquiry the following week, both with no response. My call to customer service on June ** could not be resolved, however, the recommendation was made to fax the documentation to headquarters at ###-###-####. The material (cover letter, sales order, comparison pricing, bedding comparison, screenshots of emails) was faxed on July *, 2014; a fax confirmation was obtained. I sent another email to customer service on August *. On August *, [redacted] called, and identified himself as a [redacted] at Sleepy's and offered to resolve the matter. He claimed that their fax log did not show a fax from me on July *; I forwarded him all of the information by email on August **, including the fax confirmation. I received a read receipt by email for that transmission, but no reply. I followed up by email to [redacted] on September * and again on September **, with no response.

Despite the lack of response from the company, my concern is that the retail stores use the Price Guarantee as a tactic to gain a sale with no intention of honoring any aspect of the price guarantee. The sales associate acknowledged that the documentation was adequate, provided headquarters approved the mattress as "comparable." The conversation with [redacted] at headquarters indicated the same. I even went into another retail store to test their sales tactics, with the same result: "You don't need to shop around, get the mattress now, and if you find it for less, we have a Price Guarantee." I also confirmed the comparability of the Sleepy's model and Sleep City models of the Beautyrest Recharge, which are manufactured at the same facility, but with different model names. The lack of accountability at every level of this company is astounding, particularly given the large Price Guarantee posters that are displayed at the Sleepy's retail stores.Desired Settlement: I am not looking for a free product. The company has an obligation, however, to live up to their price guarantee. Based on the pre-tax purchase price of $1,004.97 from Sleepy's and the competing offer of $899.00 (pre-tax) from Sleep City for a comparable product, I should be entitled (at a minimum) to a refund of the difference ($105.97). Since the company has demonstrated incredibly fraudulent sales practices and a complete lack of accountability (both on the part of their sales force at retail stores as well as corporate management), I expect that Sleepy's should beat the comparable price by the 20% as advertised by their Price Guarantee.

Business

Response:

Case #: [redacted]

On October **, 2014, Sleepy’s corporate office received this inquiry from your office regarding [redacted]’s

account. Unfortunately, the information regarding [redacted]’s price beat advertisement he located he will be required to be fax our corporate office utilizing the fax number ###-###-####, for thorough review of his submission.

We sincerely apologize for any inconvenience this delay may cause [redacted]. Since we have resolved the complaint, we believe that no further action is required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have faxed the documentation (again) to the number provided, as requested in Sleepy's response to the Revdex.com.

I am not sure why Sleepy's does not actually provide a person's name that I can contact. Regardless, all of the material has been resent via fax, and a fax confirmation receipt has been obtained.

I will await their response.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

In follow up to the previous response, the consumer has submitted the additional information requested. As a result the consumers Visa credit card account last four digits [redacted] was refunded in the amount of $105.97. The consumer should allow three to five (3-5) business days for the refund to reflect on his credit card account.

Since we have restored the consumer’s credit card account, 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].

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: We purchase 2 twin XL mattresses and an adjustable frame on 9/**/15. It was replaced on 10/*/2015 because the mattress was defective. At the time we mentioned to the salesman at the store that the bed was constantly sliding,leaving a big gap between the headboard and the mattress and that the beds were constantly sliding apart. He made light of it and said that they could be kept together with bungee cords. I wasn't really happy with the answer. We tried the replacement mattresses but my husband has a numerous surgeries on his neck and back and wanted to get something firmer. We went back to the store the end of November and the salesman said to call customer support. We did that and they said they would give a substantial discount on a new mattress but could do nothing about exchanging the mattresses because the comfort exchange policy was over.

We went to Sleepy's to purchase new mattresses (a different store) and while trying out other mattresses I could see that none of the other mattresses were moving on the frames. We asked and the salesman said that he would not have recommended the combination of this mattress and frame. He also did not feel that his was a good quality base. I decided to see if maybe they sent the wrong size twin because our mattress looked too short. A twin XL should be 39 X 80. Our mattresses are not quite 37 inches. There is more than a two and a half inch gap between the bottom of the frame and the mattress which is why it slides. When I called customer service they said the the mattress could be longer or shorter by 2 inches. All the rep did was say "I understand", but there is nothing we can do but give you a deep discount on a new mattress. Of course the mattress we wanted could not be discounted because the price is regulated.Desired Settlement: To exchange the mattress and frame for something of better quality.

Consumer

Response:

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

Sincerely,

Review: I purchased three box springs and mattresses from Sleepy's in 2014/2015, along with two mattress protectors. One mattress began to sink on one side a few months after purchase, digging into the box spring. After learning the pieces were covered under warranty, I contacted Sleepy's and explained the issues I was experiencing. I was given a credit for the mattress and box spring, which I later used towards a new mattress and box spring on the [redacted] of January, 2016. At the time of exchange on the [redacted] of January, I was told the exchange could not be made due to some staining and a slight tear on the mattress cover. I explained the mattress protector clearly did not do its job, and the slight tear on the bottom of the mattress cover was due to the mattress digging into the box spring on the side it was sinking on. An exch, too, could not be made for the box spring due to slight tears, which were in places it sat on the bed frame, also purchased from Sleepy's. So, basically, the mattress protector I bought from Sleepy's failed, the mattress I bought from Sleepy's sunk on one side and tore from resting on a box spring, the box spring I bought from Sleepy's tore from the frame I bought from Sleepy's, and no one at Sleepy's is willing to help me because, and I quote, "policy is policy." All I want is the exchange I was promised. Especially considering the "policy" I am now hearing about was never noted at the time of purchase.Desired Settlement: I'm a full-time student and single mother who saved up to buy what I thought was quality merchandise from a reputable company. I only want to be treated fairly and respectfully, not conned. I feel I have been misled and given the run-around for days now. Please make the exchange, as originally as promised, so I can put this terrible experience behind me.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On January **, 2016, the day of the scheduled exchange upon the drivers observation of the present stains and rips our records indicate the consumer was reminded of the ten year warranty associated with the mattress protector. Southern Textile the manufacturer of the mattress protector is their own separate entity and it is the responsibility of the consumer to contact Southern Textile in the time they allot to report the stain or mat pad failure. The consumer advised the assisting Customer Care representative that she will contact Southern Textile directly however; she was seeking the mattress to be removed from her home due to she was moving her residence. We were unfortunately unable to honor that request. The guideline of the mattress warranty is for the consumer to maintain the merchandise in a sanitary condition free from rips, stains, tears and burns. In the event Southern Textile is contacted in the time specified the consumer would have been provided a cleaning kit via Southern Textile to remove the stain and if that was unsuccessful an alternative option would have been suggested. We are aware of the consumer’s dissatisfaction and willing to assist with an exchange providing a new mattress protector is purchased. The purchase of the mattress protector must be included with the pending exchange in order for this accommodation to be processed. If you should require additional information, please do not hesitate to 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: On October *, 2011, I purchased a Stearns and Foster mattress set at Sleepy’s at the store located at [redacted] during a mattress sale. This mattress is considered “high end” and on sale, the king sized set including a waterproof mattress protection pad cost $2,363.65. I was assured that the mattress carried a 10 year warranty for any problems.

Several months ago, I noticed that when I moved from my side of the bed to my husband’s there was a virtual decline, as if one was rolling down a slight hill. I also noticed that when I lay on my stomach on my side of the bed, my pelvis is not level. I have already had back surgery and now understand why my back is sore every morning.

I called Sleepy’s and was advised that a “bed check” service has to come and inspect the mattress which was done. This guy came and put a ruler on the bed and without any compression whatsoever claimed there is 1 1/8 inch difference in mattress height and that in fact the mattress is uneven, not the box spring. Apparently, this is not good enough of a problem for Sleepy’s. Customer service says that although the mattress has a problem, apparently the mattress is not quite defective enough and I am supposed to wait until it reaches 1 ½ inches according to THEIR inspector and then I can return the mattress.

This is unacceptable and flies in the face of logic. We want to have Sleepy’s take back the mattress and let us exchange it or take it back and give us our money backDesired Settlement: take back this mattress set and let us get a different one or else take back this mattress set and refund our money

Business

Response:

Case: [redacted]

Review: I could only choose one complaint, but could have chosen numerous complaints from the list including Customer Service, and Sales Issues. The biggest one that is worth complaint is regarding their claim of no interest for 6 months. Both the [redacted] and [redacted] that was there when I picked up the mattress referred to the no payments for 6 months as a payment book. They told be I'd get a payment book in the mail and could either make payments or pay it in full before 6 months and there would be no interest. Never, did either one of them tell me it was actually a credit card. I never filled out a credit card application. The [redacted], who's demeanor is appalling for someone working in sales, took all my information and entered it into the computer and the signature was done through an electronic signature. I was led to believe I was signing for the actual confirmation of the order and for warranty information. At no time was I told it was a credit card. Had a paper application been put in front of me, I never would have agreed, as I don't want a credit card. Now I am stuck with a credit card hit on my credit report. I have already paid it off in full, and I am working with GE Capital's Fraud department to get it removed from my credit. I am already getting tons of junk mail, since GE Capital deliberately shares your information with third-party vendors. I will continue to pursue this with GE's Fraud department until it gets resolved. This card was open fraudulently by Sleepy's. I will be making a formal complaint with Sleepy's Corporate office as well. I will also spread the word among those that I know so they do not purchase from Sleepy's.Desired Settlement: I want whatever help that can be provided to get this removed from my credit report and stop the sharing of my information.

Business

Response:

Case #: [redacted]

Review: I did purchase matters, bed bunkie board and pillow at the time of delivery I realized I do not need bunkie boards and pillow when delivery people came I did ask them if I can refuse bunkie boards and pillow and [redacted] said no problem let us connect to dispatcher -supervised and I did talk to him and he said its no problem please sign invoice I did said invoice reflects wrong amount since you did remove three items please send me e-mail reflecting new amount I will be owned to Sleepys which he did I went to look on new invoice and in mean time driver without any words walked out and drove away. I did call to their delivery department and talked to rep who said she can reschedule delivery but my wife and I working and they cannot deliver after six p.m. Only during the day neither my wife or I cannot afford to take time off then she brought supervisor by name [redacted] who said the first delivery in morning will be 09/**/2013 who gave them right to treat paying customer with such disrespect????!!!!Desired Settlement: I think they have to take delivery charges off such poor treatment

Business

Response:

Case # [redacted]

Review: Good Afternoon,

I purchased a mattress from Sleepy's last year. I purchased this mattress in the Long Island City store in May 2012, it was delivered to me in June 2012. A year has passed by and the mattress is sinking in the middle. I have been experiencing excruciating back pain due to this. I called Sleepy's with this complaint and they sent out an inspector to inspect the bed. He concluded that the box spring was not supportive enough for the bed hence the sinking. I did not purchase the box spring from Sleepy's and was not told that I had to when I purchased the mattress. The [redacted] did not tell me that my warranty would be void if I did not purchase it from Sleepy's. The boxspring was purchased new around the same time I purchased the mattress. Now I am stuck with an expensive sinking bed and the best that Sleepy's can offer me is a $500 discount on another bed set. Why would I want to purchase another lemon? How do I know that the problem really is the box spring and not the mattress? I was never told that my box spring would void this warranty and now a year later I am being told to make another large investment that I was not expecting. Beds are supposed to last years, not A year. Revdex.com, please help me with this unfair situation as I feel like a victim. Should you need to contact me please call [redacted]. I look forward to hearing from you. I have been in touch with the corporate offfice who said they would help me, but I think their offer is unacceptable. I do not want a $500 discount on a new set. I want a free mattress and I will purchase my box spring since they are claiming this is the issue, although I feel the box spring is not really the problem, and the mattress was just defective.

Thank youDesired Settlement: I would like to have a new mattress replaced free of charge being that it has only been one year and this one is defective.

I am willing to purchase the box spring since they are claiming that the box spring is the issue associated with the sinking, although I disagree.

I would like a mattress of equal value but a different one than the one I currently have as I do not want to have the same issue again with this lemon.

Business

Response:

Case: [redacted]

Review: I purchased a mattress for over $4,000 on 9/**/2009. It has since developed a one inch sag on one side. It feels like your on a slippery slope. I am having problems sleeping because of this. I complained to a [redacted] who was managing the store at the time. He informed me that they were having a lot of problems with the model I purchased, and had a lot of returns because of this. They sent an inspector out and because it was under 1.5 inches deep the manufacturer would not let us return it, (it was 1 inch deep). He also said because of all the problems, this model was discontinued. If you buy a toaster it has to toast and toast for a reasonable amount of time. Four years for a "top of the line" mattress is not reasonable. If you purchased a Temper pedic which is prox the same price, they would exchange it at 3/4 of an inch sag. I am also submitting a small claims action if I don't get any satisfaction.Desired Settlement: I would like a full credit towards a mattress of my choosing.

Business

Response:

Case: [redacted]

On

November ** 2013, [redacted] contacted Sleepy’s Customer Service Department

claiming that the Kingsdown queen size mattress that was purchased from

Sleepy's on September *, 2009, 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 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.

Contrary

to the manufacturer’s warranty and Sleepy’s well-established policies, but as

an accommodation to [redacted] we are offering him a store credit for the

mattress purchase price in the amount of $3,999.99, plus tax. With this credit [redacted] may select ANY

merchandise of his choice of equal or greater value. If [redacted] should choose merchandise of a

higher value he will be responsible for the difference in price plus tax, as

well as the applicable transportation fee in the amount of $99.99, plus tax.

If I can be of any further

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

hesitate to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]

After receiving Sleepys response, I heard that Tempu-pedic offered freed delivery on all their mattresses. This was also mentioned in Sleepys TV ads. Why was this not given to me? It seems that Sleepys is not following what is advertised.

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

Sincerely,

Business

Response:

Case:

We are in receipt of the rebuttal regarding case #: [redacted]. Since the mattress was

deemed up to the manufacturer’s

standards,

[redacted] was not entitled to a warranty exchange,

however, the manufacturer (Kingsdown) agreed

to process exchange

for [redacted] as an accommodation. [redacted] was advised that transportation

fee is not covered under the manufacturer’s warranty and that Tempur- Pedic promotion was offered

for

new sales only and would not apply for a warranty exchange.

A

Customer Relations representative was in contact with [redacted] a week prior to

receipt of this

complaint and advised him that he

would be responsible to pay transportation fee upon his warranty exchange.

If

I can be of any further assistance, or if you should require additional

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

Consumer

Response:

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

[Your Answer Here]

Thank you for your response. However, I have initiated a small claims action thru the courts.

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

Sincerely,

Review: Hello on 11 * 12 I bought mattresses in less than a year we was sleeping in a big hole it's very difficult to turn or sleep .my arms fall asleep in 5 minutes because of the wood right on the middle of the mattresses and the quality of the mattresses they have at the store is not the same off once they bring you my eyes are very light if two persons sick that mattress will flip .for an example on these sleepy mattresses I can not turn around and give hug my partner because of the barrier between I suffer from my back this is you have to make things worse physically and mentally since I suffer from my nerves.I contact sleepy they send someone home to inspect they told me they only change my master says if I give them $100 because they only looking bumps.so that 20 years insurance they give me don't cover I already make famous with sleepy two of them with no results back from them..also just to let people know something similar happened to my brother in law with sleepy.thank you very much and have a blessed dayDesired Settlement: if its possible I would like to have my money back

Business

Response:

Case # [redacted]

On July **, 2013, the [redacted]’s

contacted Sleepy’s Customer Service Department claiming that the mattress and

box spring purchased in November 2012 was sagging. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s

dispatched a third-party independent inspection company to the [redacted]’s home and

the inspection results revealed that the mattress and box spring met the

manufacturer’s standards and therefore, were not defective. Pursuant to the manufacturer’s warranty, the

[redacted]’s was advised that they were not entitled to a warranty exchange.

Even though the inspection determined

that both the mattress and box spring are not defective, Sleepy’s is attempting

to assist the customer by offering her the Satisfaction Assurance plus Program.

It was detailed to the consumer that a payment of $99.99, plus tax will enable

her to be entered into the Satisfaction Assurance plus Program where at that

time she will receive a store credit reflective of her merchandise purchase

price in the amount of $1099.99, allowing her to select a new set of bedding. The

consumer was advised that she will be responsible for the transportation fee of

$99.99 and any difference in price. The [redacted]’s declined this offer.

Sleepy’s in an additional attempt to

resolve will offer the consumer:

The opportunity to have her

merchandise inspected in a sixty to ninety (60-90) day time frame from the

original inspection allowing the mattress additional time to conform further. The [redacted]s’ can reach out to our Warranty

Support within the above mentioned specified time frame and coordinate the second

inspection; the manufacturer pays for two inspections per year for the consumer.

Since we have actively attempted to

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

at this time. If you have any further

questions please contact me at [redacted] at ###-###-#### or

[redacted].

Business

Response:

On July **, 2013, the [redacted]’s

contacted Sleepy’s Customer Service Department claiming that the mattress and

box spring purchased in November 2012 was sagging. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s

dispatched a third-party independent inspection company to the [redacted]’s home and

the inspection results revealed that the mattress and box spring met the

manufacturer’s standards and therefore, were not defective. Pursuant to the manufacturer’s warranty, the

[redacted]’s was advised that they were not entitled to a warranty exchange.

Even though the inspection determined

that both the mattress and box spring are not defective, Sleepy’s is attempting

to assist the customer by offering her the Satisfaction Assurance plus Program.

It was detailed to the consumer that a payment of $99.99, plus tax will enable

her to be entered into the Satisfaction Assurance plus Program where at that

time she will receive a store credit reflective of her merchandise purchase

price in the amount of $1099.99, allowing her to select a new set of bedding. The

consumer was advised that she will be responsible for the transportation fee of

$99.99 and any difference in price. The [redacted]’s declined this offer.

Sleepy’s in an additional attempt to

resolve will offer the consumer:

The opportunity to have her

merchandise inspected in a sixty to ninety (60-90) day time frame from the

original inspection allowing the mattress additional time to conform further. The [redacted]s’ can reach out to our Warranty

Support within the above mentioned specified time frame and coordinate the second

inspection; the manufacturer pays for two inspections per year for the consumer.

To assist [redacted] with clarity on the

proposed offer a translator will be assigned to assist.

Since we have actively attempted to

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

this time. If you have any further

questions please contact me at [redacted] at ###-###-#### or

[redacted].

Review: I purchased 3 beds 3 years ago. 2 have no issue. One is being replaced for warranty defects for the 3rd time. I have paid delivery 3 times, each time the bed was delivered. I have spoken with sleepys and requested no delivery charges as this is ridiculous at this point and he reasonable that one bed should have to be replaced for a fourth time for manufacturer issues and I should keep paying for delivery. They would only cut the delivery fee in 1/2.Desired Settlement: I would like a replacement with no delivery fees.

Business

Response:

Case #: [redacted]

On January *, 2014, [redacted] accepted delivery of a Sealy twin size mattress and box spring set to complete

her warranty exchange. Sleepy's charged a reduced transportation fee in the

amount of $49.99, plus tax, to deliver the new mattress to [redacted]’s home. As

you can understand, while customer satisfaction is our primary goal, Sleepy’s

must charge its customers a transportation fee to defray the administrative

costs that Sleepy’s incurs in connection with such exchanges. In addition, since

the delivery personnel are independent truckers, not employed by Sleepy’s, we

must charge a transportation fee in connection with all deliveries, as we are

required to pay the independent trucking companies. The standardized transportation

fee for all deliveries is $99.99, plus tax. However, in [redacted]’s case,

Sleepy’s agreed to depart from its well-established procedures and reduce her

transportation fee to the amount of $49.99, plus tax.

In her complaint, [redacted] acknowledged

having paid the applicable transportation fee on previous warranty exchanges.

Due to the explanation of the transportation fee’s purpose as stated above, we

are unable to offer additional accommodations with the fee collected. However,

in an attempt to compensate [redacted]’s complaint, Sleepy's is willing to send via

UPS, a twin size set of sheets at no charge.

We have not yet been in

contact with [redacted] to relay this option to her. However, we will continue

to work with her in an effort to resolve this complaint. If I can be of any

further assistance, or if you should require additional information, please do

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

Consumer

Response:

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