Sleepy's

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: 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: 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: 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: 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: 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: On 2/**/13 I purchased a mattress and box spring from Sleepy's. I also paid for delivery. The total cost was 469.55. Over the next 7 months the mattress squeaked louder and louder. Sleepy's sent a third party to examine the product. The third party's report confirmed the mattress and the box spring are defective. After only eight months of having the product, sleepy's offered me $249.99 store credit only; but, the product I purchased is no longer availabe and I would have to pay another 138.00 delivery fee. First of all as a consumer, why would I pay another delivery fee for a defective product originally delivered to my home? Secondly, why would I even want to deal with a business that would charge a delivery fee again on the replacement? The second delivery fee added to the first delivery fee I paid almost totals the cost of the original purchase. I spent a hard earned 469.75 for a defective product that includes a delivery fee to deliver the defective products. The third party confirmed the defects. Resolve would be a full refund.Desired Settlement: A full refund for the defective products no longer available and a full refund of the delivery fee I paid to have the defective product delivered. I complied with the company's requirement to have a third party inspect the product. The third party inspected the products and found both mattress and box spring defective.

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 February

2013 was squeaking. Since this was what would be a potential warranty issue, we

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

inspection revealed that 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 [redacted] a credit letter to advise her she had warranty

credit in the amount of $249.99, plus tax.

On

December *, 2013, [redacted] contacted Customer Service and requested that

Sleepy’s remove her bedding and issue refund.

Sleepy’s No Refund Policy is prominently displayed in our showrooms and

is also printed on the invoice [redacted] received at the time of purchase. Therefore,

her request for a refund was denied. [redacted] was dissatisfied with paying the

delivery fee to get a replacement.

On

December **, 2013, [redacted] spoke to a [redacted] in our Warranty Department. She

discussed her disappointment about having to pay a delivery fee. It was

explained to [redacted] that under the manufacturer’s guidelines, the

transportation fee is not covered under the warranty. The manufacturer’s

warranty clearly states “Transportation and other costs involved in any of the

above procedures are not covered by the warranty and are the responsibility of

the purchaser.” [redacted]

offered [redacted] the opportunity to pick up the new merchandise from the showroom

thereby eliminating the delivery cost. [redacted] refused our offer.

Upon receipt

of the complaint from your office, Sleepy's

Customer Relations Department contacted [redacted]’s on January **, 2014. [redacted]

demanded that Sleepy’s remove her merchandise and issue a refund. We offered [redacted] to reduce the price of the merchandise that she selected to make it an

even exchange, and to reduce the delivery fee to $70. At this time [redacted] refused

all offers.

As we

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

customer in an effort to resolve her complaint. If we can be of further

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

Consumer

Response:

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

[Your Answer Here]

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

Sincerely,

Consumer

Response:

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

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 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 purchased the Dr. Breus bed back in 2011, and now my wife and I are experiencing major problems with the Dr. Breus bed we purchased from Sleepy's. Since before the summer started, my wife and I have been having major back and hip problems. So much so, that I am now seeing a chiropractor regularly and my wife has to go to physical therapy for her hip, she even had to get an MRI done and has been taking lots of meds. The Dr. Breus bed is sagging so much that we wake up every 3 or 4 hours with shooting pain from our hip to our feet. The inspector came out about week and a half ago and when I called customer service they said the bed did not meet the 1.5 inch criteria to get a full credit for a new bed. The inspector didn't lay on the bed, nor did he push down on the bed. I am so desperate to be able to sleep and get out of pain that I am examining what can be done legally to fix this excruciating pain and situation. It is impossible for two people to be in so much pain in the same area at the same time when the only thing they have in common is the Dr. Breus bed. My wife and I have been taking lots of meds and muscle relaxants just to be able to go to work and make a living. Our quality of life has completely diminished because of the poor sleep we get from the Dr. Breus bed. I spent $1,763.76 on a quality bed, box spring, frame and mattress pad, believing my bed would last at least ten years, even though the warranty is for twenty years. I have now had the bed three years and live in constant fear that I might end up paralyzed. When I bought the bed at Sleepys, I trusted in the company to be customer focused and provide a quality product. There are so many options to get a new mattress from: [redacted], etc., but I trusted in Sleepys to sell me a great quality mattress and help me if the mattress had any problems. Please Help Us! We are not interested in accommodation pricing, we want a full credit back to purchase a new mattress. I really appreciate your help with this matter.

Sincerely,

[redacted]Desired Settlement: We are not interested in accommodation pricing, we want a full credit back to purchase a new mattress or a replacement mattress. I really appreciate your help with this matter.

Business

Response:

Case #: [redacted]

On January *, 2011, [redacted] received delivery of a Dr. Breus queen size mattress and box spring. On July **, 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 the box spring was not up to standards, therefore, the mattress was ineligible for a warranty exchange. Sleepy’s Customer Service Department offered a box spring exchange along with accommodation pricing on a new mattress.

Dissatisfied with the results of the inspection and our offer, [redacted] filed a complaint with your agency. On August **, 2014, our Customer Relations Department called [redacted] to offer an exchange of the box spring and accommodation pricing on a new mattress excluding Stearns & Foster and Tempur- Pedic merchandise. [redacted] will be visiting a local Sleepy’s showroom where he can select another mattress of his choice and we will offer a deep discount on the purchase.

Since we are working to resolve [redacted]’s complaint to his satisfaction we believe no further action is necessary. If there should be any further questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Review: I 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: 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 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:

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 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: 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: Mattress is defective. Sinkholes in multiple parts especially around the perimeter. Mattress uneven throughout. Mattress is less than a year old, they refuse to replace mattress and or use money towards a new one. We've been customers with sleepy's for the past 10 years and were happy with what we had until the last one that was destroyed by Hurricane Sandy. We tried to get the same as one we had but were told they don't make it anymore and that this one would be the equivalent to the one destroyed by Sandy.Desired Settlement: Refund-Gift Card/Store Credit

Business

Response:

Case #: [redacted]

On May **, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming that the mattress purchased May 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the Kingsdown queen size mattress met the manufacturer’s standards and therefore was ineligible for warranty exchange. The mattress showed a "0" (zero) body impression in the sleep areas.

Pursuant to the terms of the warranty, Sleepy’s denied the [redacted]’s request for a warranty exchange. The [redacted]’s dissatisfied with the results of the inspection filed a complaint with your office. It is important the consumer is aware what they are entitled to in

accordance to the manufacturer’s warranty. The manufacturer allows the consumer 1 (one) inspection per year, as a result and:

In an attempt to ensure customer satisfaction Sleepy’s is offering the consumer to:

1. Schedule a second appointment for an independent third-party inspection company to be dispatched to their home to inspect their merchandise once again, to confirm if the [redacted]’s’ s mattress has reached the inch and a half required by the manufacturer under the limited liability warranty. The inspection company will take another set of empirical measurements for comparison with manufacturer’s guidelines for warranty related exchanges. In the event the mattress is deemed defective Sleepy’s will be able to offer the [redacted]’s the option to exchange their mattress which is the consumer’s desired resolution.

If the [redacted]’s is seeking to resolve this matter to its totality the above offer of the inspection is available for the [redacted]’s to take advantage of. Please have the [redacted]’s contact me at the e-mail address listed to coordinate this inspection process. If you have any further questions please reach me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

A few weeks ago I have emailed [redacted] to schedule my second appointment but got no respond whatsoever! At that time after I received an email regarding the past due date for me to respond (which I did), I have asked my wife to call you and schedule an appointment while I was away. Anyway, just got back yesterday and herewith I would like you to make an appointment for the third party inspector to come in and check the mattress out for the second opinion?

Thank you,

Business

Response:

Case #: [redacted]

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

Sleepy’s is surprised by this rebuttal considering it was detailed to the consumer in the previously provided response that he has the option to contact Customer Care to:

1. Schedule a second appointment for an independent third-party inspection company to be dispatched to their home to

inspect their merchandise once again, to confirm if the [redacted]’s’ s mattress has reached the inch and a half required by the manufacturer under the limited liability warranty. The inspection company will take another set of empirical measurements for comparison with manufacturer’s guidelines for warranty related exchanges. In the event the mattress is deemed defective Sleepy’s will be able to offer the [redacted]’s the option to exchange their mattress which is the consumer’s desired resolution.

OR

2. Contact me directly to coordinate, if I am unavailable the [redacted]’s can utilize the above option by accessing our toll free [redacted] number. At this time the [redacted]’s inspection has been coordinated the consumer must await the Bedchek inspectors call the consumer must bear in mind having inspections with not enough elapsed time can result in the same measurement reading.

If you have any further questions please reach me [redacted] at ###-###-#### or [redacted].

Review: We were originally sold a mattress in 2006 and were told that there was a lifetime warranty however the sales person neglected to say that there were specific ramifications that were required in order to receive a replacement mattress. The salesman was very misleading and deceptive on the specifications in which what would be included under the warranty. We were told even though the mattress is in poor shape that we would need to meet a requirement of an 1 1/2 depression in order to obtain a new mattress. If we were previously informed about this information we would have not purchased such an expensive mattress. We didn't receive a copy of the warranty during the purchase. When contacting the warranty department they were only interested in selling us a replacement at a discounted rate. We refused especially being that we spent almost $4,000.00 on the mattress.Desired Settlement: We would like a new mattress.

Business

Response:

Case #: [redacted]On January *, 2007, [redacted] and [redacted] received delivery of a king size Kingsdown Dormo Body System mattress and box spring set. On December **, 2014, [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.The inspection report revealed that both the mattress and box springs met the manufacturer’s standards and therefore, the set was ineligible for a warranty exchange. Upon delivery, [redacted] and [redacted] received affixed to their mattress, the manufacturer’s warranty information which clearly states the warranty applies to: “Sagging when the indentation is 1 ½” or greater and there is severe compression of the innerspring unit.” The body impressions captured in the [redacted]’ mattress were ¾” and ½”. On January *, 2015, Sleepy’s Warranty Support Department informed [redacted] of the outcome regarding the recent inspection. [redacted] was advised the bedding was not eligible for an exchange, however accommodation pricing could be offered on a new bedding purchase. Dissatisfied with the results of the inspection and our offer, [redacted] filed a complaint with your Agency. On January **, 2015, our Customer Relations Department attempted to contact [redacted] to no avail. In an effort to resolve the complaint filed, Sleepy’s can offer a Corporate Discount on any new mattress set purchase excluding Tempur-Pedic. Should [redacted] and [redacted] wish to take advantage of the offer, please have them reach me at the number or email address below. If you have any further questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress and box spring in the end of July, 2014 but changed my mind about the box spring before I even finalized the process. I was under the impression the item I purchased was about 700 dollars. I was told by the [redacted] that I was signing up for an interest free payment plan and the mattress would be paid off in 3 months. He said if it was not paid off by then, then interest would accrue on the fourth month. The first thing I noticed was that my total owed was 978$ after I left (having already paid the $40 dollar fee for whatever that fee is for). I went into a different location and asked to remove the difference because I never actually purchased the box spring, and she assured me the remaining balance was removed.

Now, in the end of November, I checked my payment status, thinking I was nearing completion of paying off the mattress. It has been exactly 4 months since I bought the mattress, and I have paid $626, and believe I should have less than $100 to go with an additional month or two to pay of interest. Looking at the paperwork, it says my REMAINING balance is $1173.85 and my early pay off amount (after all the payments I have already made) is $763.00, that is HIGHER than the cost of the mattress I purchased in the first place.

So I take a look at the contract (That I never signed, by the way, the [redacted] signed my name with his finger on a key pad) and it says there is NO INTEREST, just as the [redacted] specified. HOWEVER, there is a mandatory $782.65 that is added to the total purchase price, meaning it is included in the principal balance. This is outrageous, and was NEVER, absolutely NEVER told to me. I bought a 700$ mattress because I didn't want to spent a lot of money. If I wanted to spent 1800 dollars, I would have bought an 1800 dollar mattress. I never never never agreed to this dollar amount.

To make matters even more ridiculous and outrageous, the [redacted] STILL has not removed the cost of the box spring. There should be no fee for that because I never bought it in the first place. The day I was thinking about it I changed my mind. So I should not have to pay a restocking fee, or any fee associated with a product I never purchased, yet I was charged the full price of an item I never bought.

Also, I picked up the mattress myself so there should be no delivery fee either.

I was intentionally deceived. The man saw a low income individual and scammed me. It takes a person with no soul to scam a person who clearly does not have the money to lose so he can make a commission. I did not sign any contract. The contract has a signature on it, but as I said, the [redacted] himself signed my name to it with his own finger on the screen. There were other people with me who saw this take place. He lied to me, plain and simple. I never received my refund for a product I never purchased, and I was bamboozled for twice the cost of the item I purchased.Desired Settlement: I want to either pay a one time dollar amount for the ACTUAL remaining balance between what I have paid and the cost of the actual mattress of $73.04 and keep the mattress and have Sleepys remove the remaining balance (the added 782.65 which I never agreed to pay, AND the cost of the box spring that I never bought that was still charged to my account) making me not liable for the remaining balance; OR I would like to return the mattress and have every penny I paid ($626.96) refunded to me with ZERO restocking fees or any other fees tacked on. I was outright lied to and because of that, I deserve every penny back, or to keep the mattress for what I was told I was paying for it, and NOTHING more.

Business

Response:

Case #: [redacted] On July **, 2014, [redacted] visited her local Sleepy’s showroom and purchased a queensize Simmons mattress and box spring. [redacted] paid the order in full viafinancing through a new alternative financing program Sleepy’s offer tocustomers by the name of Progressive. [redacted] – [redacted] received hermerchandise on July **, 2014 via showroom pick-up.On July **, 2014, [redacted] contacted our Customer Service Department stating thequeen size box spring did not fit and asked to return to the showroom. Sleepy’sadvised [redacted] to return to her local showroom to return box spring for arefund. The return invoice was closed on August **, 2014.Upon receipt of this complaint, a Customer Relations representative reached out to[redacted] and explained that unfortunately the refund was never submitted togo back to her finance account until now. Due to this error, [redacted] wasnow charged extra since the account was not completely paid off within the 90day timeframe. [redacted] was also informed our Customer Relations Departmentwill partner with our Accounting Department to see if [redacted] is willing tomake the accommodation of removing the extra charges based on Sleepy’s error.Once a definitive answer is reached, a Customer Relations representative will followup with [redacted]. As we are actively trying to resolve the complaint to the customer’s satisfaction, webelieve that no further action is required at this time. If I may be of furtherassistance, please contact [redacted] at ###-###-#### or [redacted]..

Consumer

Response:

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

[Your Answer Here]

First, I never picked up a box spring. I am sure there is record that it was never picked up. I never said it didn't fit, I decided in the store before leaving that I did not need it and I never picked it up at all. When I went in to make sure the box spring was never charged, I was told that the issue was resolved, but when I logged in to view my bill, it still showed the box spring, as it still does today. I was never informed of an additional balance being added if I did not pay in three months. I signed up to pay in 3 months. The person who filled out the paperwork did it wrong. It was not my choice not to pay it in that time, I paid as agreed as per the agreement I made. The payment amount was set up by the person in the office, telling me that there would be no additional balance if I paid as agreed, which I did. If he had set the payment up for a higher dollar amount, I would have paid that. I paid the dollar amount that was set up by the [redacted]. I did recieve a phone call a few days ago about the additional balance, saying they apologize for it. However, they are still debiting my account, and therefor the balance has not been removed. If a business wants to add interest after three months, that is fine. That is not what happened here. Because the store clerk set up my payments so that I did not pay in three months, HE added a very large sum of money (totaling more than the items I purchased) to my principal balance. That is not a way to conduct business. I was told I was paying interest free. Never did anyone say: even if you pay the dollar amount I am telling you to pay right now, I will still add to your principal balance. I don't even see how that is legal. This issue is not resolved until the money beyond the cost of what I purchased is removed from my balance, and the account is closed in good standing.

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

Sincerely,

Consumer

Response:

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

I think it is great that you say that you take these matters very seriously but I want to make a few things clear before this gets closed. I never signed anything at Sleepy's. I know for a fact that I did not. I have epilepsy and can't even hold a pen. I remember the [redacted] asked me to sign something and I said no because I have a difficult time using my hands and he said that's fine. Furthermore, I was intentionally misled by the [redacted] Sleepy's [redacted] into an account with progressive. I was told that he (the [redacted]) was setting up my payments so that it would come out of my account automatically and that the payments would be done within the 3 month period. I did not set up the payments that were made, the sales [redacted] at Sleepy's did. So to say that I owe another business (that I was not even aware existed or was a part of our transaction) $1100 ADDITIONAL DOLLARS (for an item that cost $700 costing me a total of $1800) because I did not finish paying on time is absurd. He intentionally signed me up for more payments so that I would go over the time period on purpose. The sleepys [redacted] told me he set up the payment plan so that I would be done paying in 3 months. It was his responsibility to set up the transactions properly so that I would be done paying before owing any extra money. In addition, I was further misled because he never told me that if I went over the three months for some reason, that my principle balance would increase by 1100$ no matter how long it took me to pay. The [redacted] told me that if I did for some reason go over the 3 months, that there would be a small interest fee on the remainder of the payments until it was finished being paid off. That was a blatant, intentional lie. Adding a mandatory 1100$ fee to the principle balance is NOT by any means the same as adding a small interest percentage. So regardless of the outcome of this inquiry, there are a few points that Sleepy's is ignoring in their response to me.1:I was intentionally misled and lied to by the [redacted] at Sleepy's. 2:I didn't sign a contract of any kind, nor did I receive one from the store on the day I bought the mattress in the first place. 3:Offering me an "early buyout" of $600 dollars on top of the cost of the $700 mattress I already paid for, is an insult. I already paid for the full cost of the mattress. The early buy out means I only DONT owe them 1100 additional dollars if I give them 600$ MORE dollars RIGHT NOW? How is that a solution to this problem?I will state one more time my expected outcome:I return the mattress with no fees and get refunded for every dollar I have been charged by [redacted] and Sleepy'sORMy account is closed in good standing with me owing no more money than I have already given and I keep the mattress.

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 third rebuttal filed by [redacted]. As stated in our last response, Sleepy's Customer Relations Department contacted [redacted] on January **, 2015 to further discuss the error on Sleepy’s part. Upon speaking with a representative at Progressive, they kindly informed that although the refund was not processed from Sleepy's in a timely manner, it had no bearing on the extra charges added to [redacted] account. [redacted] stated that at the end of the 90 day timeframe, there had been only a total of 5 payments made, totaling $366.85. Sleepy’s Customer Relations Department contacted [redacted] after speaking with [redacted] to advise her of the outcome. [redacted] declined all mentioned stating to have had only one payment left come the end of the 90 day term. [redacted] was asked to submit via email all of the correspondences from [redacted] to further review. Sleepy's would also do a conference call with [redacted] and [redacted] to see if the complaint can be resolved.As we take these complaints very seriously, we will continue to work with [redacted] to ensure her complaint is resolved to her satisfaction. If I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

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,