Sleepy's

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 purchased a mattress (King Koil [redacted]) from Sleepy's in May, 2013, after being sold by the salesman that the mattress is in fact firm, newest model and within my price range. As time went on, my husband and I slept on the mattress and there is a big bump in the middle of the bed which forces us to sleep on the sides. Also the bed started sagging on both of our sides (and no we aren’t 300 pounds or super heavy to cause this). I called them less than a year into the mattress purchase and they sent someone to the house on May [redacted] 2014 to inspect and take pictures. I was told Sleepy’s would call me with a response but never did. I had to call after 3 weeks and I truly believe they didn’t call me back because I was within one year of the purchase so different rules in favor of the customer would need to be adhered too. When I called the decision was made to change the box springs, which I already had mentioned wasn’t causing the sagging. Since receiving the box springs in June 2014, I decided to give it a fair shot and not only is my husband super upset, but it’s a big damper to go to bed every night! We hate the bed and are basically falling into it on each of our sides. I am disappointed Sleepy's hasn’t pulled through. I don’t want any fake fixes of a new box spring; I want this mattress out of my house and a truly firm mattress. I took my business to Sleepy’s but definitely feel I made a big mistake. Thanks for having me do the work and call Sleepy’s just to get new box springs which DIDN’T solve the problem at all.

From a Dissatisfied Customer with Many more beds to purchase,

Customer Code: [redacted]Desired Settlement: I would like a refund of the full receipt. Sleepy's is very clever and they make sure that even though the box springs are "free" they tack on a price (by breaking out the bed cost) so that when issues like this happen, they can try and catch a break and keep some of the purchase price for themselves. I would request the FULL cost on the receipt back and no less. I have been patient and reported this on other sites as well before coming to Revdex.com, along with my first step of contacting Sleepy's themselves before a full year was up on the mattress. If I am taking the appropriate steps then such a large company like Sleepys's should be too.

Business

Response:

Case #: [redacted] On April 22, 2014, Sleepy’s Customer Service Department contacted [redacted] regarding an email sent shehad sent. [redacted] explained that the king size King Koil Ortho Posture mattresspurchased in May 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for aninspection of the merchandise. Sleepy's dispatched a third-party independentinspection company to [redacted]’s home to examine the merchandise. The results of the inspection revealed thatthe mattress met the manufacturer’s standards and the both box springs did notmeet the manufacturer’s standards based on noise; therefore, pursuant to theterms of the manufacturer’s warranty, Sleepy’s denied [redacted]’ s request toreplace the mattress only. Upon delivery [redacted] received attached to themattress, a copy of the manufacturer’s warranty information which states, “Thiswarranty does not apply to and excludes: Normal body impression(s) as indicatedby your warranty code, measuring less than 1 ½”. The body impressions presentin [redacted]’s mattress revealed a measurement of ½”.On June 11, 2014, [redacted] was contacted by Sleepy’s Warranty Support Department to inform of the outcome ofher recent inspection. [redacted] was informed the box springs could only beexchanged at the time and was offered the option of contacting Sleepy's back in90 days should she feel the impressions in the mattress have become worse. Upon receipt of the complaint filed by [redacted], a Customer Relations representative contacted [redacted]to no avail. In an effort to resolve [redacted]’s complaint, Sleepy's canoffer the opportunity to exchange her mattress by taking part in a new programcalled “Satisfaction Assurance Plus”. This program would allow [redacted] theopportunity to exchange the mattress for a premium fee of $139.00. Theapplicable delivery fee of $99.99 would apply as well. [redacted] would not be entitled to a refund as the invoice also states “No refund will be offeredafter delivery, with the exception of partial adjustments in accordance withthe Sleepy's Price Guarantee Policy.”If I can be of any further assistance, or if you should require additional information, please do nothesitate 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:

1. After speaking with [redacted] on the phone, we discussed the total charge for disposal of the old mattress and delivery of new mattress would be 139 in total. I explicitly confirmed this multiple times on the phone with [redacted] and would like to ensure this holds true, as the written response shows differently.2. Per my discussion with [redacted], we agreed that a Sleepy's would issue a credit of $1,299.00 plus tax towards the purchase of a new mattress. I do not see this explicitly mentioned in their response. Can this please be confirmed and included in the response?Please feel free to call me if you have any questions ###-###-####.Thanks,Happy Holidays.[redacted]

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

Sincerely,

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the second rebuttal from [redacted]. To date, Sleepy’s is still working with [redacted] regarding the finalization of her exchange. We are awaiting confirmation from [redacted] as to which bedding her and her husband like the best. [redacted] is aware she may reselect any new bedding of her choice starting with a retail value of $1299.99 or above. Should the new bedding retail for more than the threshold given of $1299.99, she would be responsible for the difference in price. As we take these complaints very seriously, we will continue to work with [redacted] to ensure her complaint is resolved to her satisfaction. If you should have any question, please feel free to contact [redacted] at ###-###-#### or [redacted].

Review: I puruchase a Queen size mattress [redacted]on 04/[redacted]/2008 with a 10 year warranty from SLEEPY'S. Call sleepy's warranty department earlier this month , they send a represented out to my home on 04/**/2014. Represent indicate that it may be the box-spring mattress, I disagree. There nothing is wrong with the box- spring mattress , it is the queen mattress . The queen mattress is over 12'' thick , and the problem is sags in the middle.Desired Settlement: Replacement

Business

Response:

Case #: [redacted]

On May **, 2008, [redacted] received a Simmons queen size mattress. On March **, 2014, [redacted] contacted Sleepy’s

Customer Service Department claiming that the Simmons queen size mattress was

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

coordinated for an inspection of the merchandise. The inspection report

revealed the mattress was not up to the manufacturer’s standards, however, was

ineligible for a warranty exchange due to the fact that the customer’s own box

spring was defective.

Dissatisfied with the results of the inspection, [redacted] filed a complaint with your agency. On April **, 2014, the Customer Relations

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

set excluding Stearns & Foster and Tempur- Pedic merchandise. [redacted] will be visiting local

Sleepy’s showroom where he can select

another mattress of his choice and we will offer him a deep discount. [redacted] will be responsible to pay

transportation fee in the amount of $99.99.

If there should be any further questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

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: Box spring is infested with wood mites from the untreated wood inside the box spring. We have spry the mattress and treated it with everything that we can buy. Never had any issues with our old box spring or mattress. We first started noticing them 3 months after purchase of the product.Desired Settlement: Refund our money so we can purchase a new mattress and box spring from some one else.

Business

Response:

Case#: [redacted]

On April *, 2014, the [redacted]’ purchased from Sleepy’s a Simmons BeautyRest Recharge queen size bedding set mattress and box spring.

On October **, 2014, six months and twenty-two days after delivery was completed; the [redacted]’ contacted our Customer Service Department claiming the merchandise delivered in April was infested with wood mites/dust mites. The information that we have acquired about the life cycle of dust mites/wood mites does not indicate they are derived from bedding. Dust mites are known to live on skin flakes from people, animals and some live on flour dust, the possibility that the infestation could have originated in newly constructed merchandise delivered six months prior is unlikely.

First and foremost, dust mites do not come from beds, mites thrive where they can find food, the right temperature and slightly raised air humidity, and if the indoor conditions in the home are optimum reproduction may result. Sleepy’s warehouses and delivery trucks are tested on a regular basis and treated, we have documentation supporting this and confirming that there is no dust mites/wood mites found.

As a direct result of this complaint, Sleepy's Customer Relations Department is offering the [redacted]’ the opportunity for accommodating pricing. They can visit our website and locate a suitable encasement that will address their concern at a discounted price. We are unable to offer any form of monetary compensation at this time, our offer remains available for sixty (60) days. The [redacted] may contact me at the number below to coordinate this accommodation.

Since we have reviewed the [redacted]’ complaint, we believe that no further responses are required. If you need any additional information please contact [redacted] at [redacted] or [redacted].

Consumer

Response:

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

[After hearing there response, we have chosen not to do business with this company, any longer. And let our friends read the email that was forwarded to us.]

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

Sincerely,

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 set sight unseen and it was delivered on 3/**/14. At the time the mattress was delivered and setup I noticed that the bed was tilted towards the front. I assumed that the mattress was not set properly on the frame and figured that I would fix it when I get the chance, since no one was sleeping on the bed it would be safe for now. Today day, less than one week later, I tried to fix the bed and noticed that the box spring was broken. I immediately called Sleepy's and was informed that I bought a clearance item and all sales are final, so now I'm stuck with a broken box spring.

I was going to buy a similar mattress from Macy's at a slightly lower price. Sleepy's assured me that I would not be making a mistake by purchasing a mattress from them instead. Not true, one of the biggest mistake I've made to date. I'm sure Macy's would be more accommodating with this concern. I'm also sure Macy's would not sell me a defective box spring.

Yes I bought an item on clearance, but I don't expect Sleepy's to sell defective items even if it's on clearance.Desired Settlement: I expect Sleepy's to exchange the broken box spring for a good one.

Business

Response:

Case#: [redacted]

On March **, 2014, [redacted] received delivery of an outlet King Koil universal box spring and an outlet

Simmons Legend queen size mattress. On March **, 2014, the customer contacted

our Customer Service Department advising that the box spring was broken and she

was looking to have it exchanged. We reached out to the customer on April *,

2014, and advised that we will provide a full credit for the box spring and accommodation

pricing to replace the merchandise.

Customer has a store credit in the amount of $100.00 and we will further discount the box spring, which will

reduce any out of pocket cost for the customer. We will follow up with [redacted] on April [redacted], 2014, to process her

exchange.

If we can be of any further assistance or if you should you should require additional information, please

do not hesitate to contact [redacted] at ###-###-####.

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: 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 purchased a mattress on 3-**-2014. for$800. I had bought one around 2 and a half years earlier and was not satisfied with it as it had started to sink in and caused me much problems and back pain. it was a floor model and I was told I could not return it. after slepping on it with so much back pain I could no longer stand the pain so I went to a different sleppys store in [redacted] and explained my situation to the [redacted] , employee #[redacted] . I purchased a new mattress with the help of this nice [redacted]. I explained the problems I had with the previous one and he told me he would give me a " great deal for all the pain I had been through" Two days later I had to cancel the order because of a financial hardship the suddenly came up.I told the [redacted] I would return when I could again afford a new mattress. Sleppys promptly refunded my money so even though I was not happy with my first purchase I trusted this new [redacted]. I returned about 6 months later to see him.On 3/**/2014 I went to the store to buy another one from this same guy I trusted. I found one in the show room and I asked since I had the problem before with the showroom one would this be okay and not give me the same problems I encountered with the first one. He ASSURED me this was a much better mattress and I "ABSOLUTELY" would not have the same problems as before.!! Even though it was a floor model. He said "trust me, you wont have any problem with this for years to come". I paid cash $800 to take it home that night. Again I asked him , I wont have any problems right ? Again he said trust me its a much better mattress and you will be fine. I made the big mistake of trusting him!!! When I got the thing home the whole left side was sinking in I could not see this in the store because of the pillows and protectors that covered it. I TRUSTED him!! How stupid I was. I called him immediatly and he said thats why he gave me a great deal "{only $100 off a new one] HE NEVER SAID IT WAS DEFECTIVE!! and he could do nothingDesired Settlement: I would like a replacement since this man lied and said I would have no issues. Now im told to wait 21days for some type of nonsense. This man assured me it was fine, it was sold as "like brand new " no problems" I have sent letters to [redacted]., [redacted], and [redacted]. Maybe they will respond but I trust the Revdex.com will help with this matter. Thank you so much and if I had checked with the Revdex.com first maybe I would have choosen a different company. thanks

Business

Response:

Case#: [redacted]

On March **, 2014, [redacted] purchased from Sleepy’s a Serta queen size mattress and box spring which was sold to him at a deep discount, as outlet merchandise, with no warranty coverage. He was advised at the time of purchase that since he was purchasing outlet merchandise, there would be no warranty coverage on the

merchandise. On [redacted]’s purchase invoice it states, “No warranty / As Is, No Refund/Exchange.” Additionally, included in the Terms and Conditions of sale, is a statement of Sleepy’s No Refund Policy in clear and concise language. The No Refund Policy is also conspicuously posted in Sleepy’s showrooms. On April *, 2014, [redacted] contacted our Customer Service Department claiming there appeared to be a sag on the left side of the mattress he claimed that he did not recognize this alleged damage at the time of purchase in the showroom or during the time of delivery. He requested a replacement mattress. Our Customer Service Department advised [redacted] that since he purchased an outlet piece the merchandise would be required to stay in the home for thirty (30) days for the warranty to take effect. [redacted] was advised in great detail on a recorded call to allow thirty (30) days after that time period has exceeded contact our Customer Care Division to have an inspection coordinated.

Sleepy’s is surprised to receive this complaint from your office considering [redacted] was advised as to what is required on March **, 2014. At this time as a courtesy to the consumer and as he was instructed prior the inspection process has been coordinated under service ticket no. [redacted]. If the consumer is having an issue with the bedding it is his responsibility to coordinate a date and time with the [redacted] representing Bed Check when he is contacted via phone as to when the [redacted] can visit his home and inspect the merchandise. In the event the merchandise is deemed defective [redacted] will be issued a store credit only reflective of the invested amount of the mattress $659.71, plus tax (see attached invoice). In the event the merchandise is deemed to be up to the manufacturer standards we will at that time be able to offer [redacted] accommodating pricing towards a new purchase. If you have any further questions please contact [redacted] at ###-###-####.

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 will wait to let the inspector look at the mattress. sleepys made no mention that I called the store one hour after I left the store and set the bed up . Also the fact that the salesperson [redacted] ASSURED me I would not have any worries about this bed as I did with the last one even though it was a floor model. More then once I asked him and he ssaid this bed will be good for years to come. No problems he said , just to get the sale. I will wait for the inspector to look at it and then see if I am satisfied with the results. Again I trusted this man on his word that this bed would give me no problems then I get it home ans it was sagging.I called him right away, that same night because it was defective. Why should one have to wait 30 days when it was wrong from the time I brought it home? THE MAN SAID THIS BED WILL BE GOOD FOR YEARS,floor model or not !!

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:

[Your Answer Here] I am waiting for the inspectors report

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.

Sleepy’s is surprised to receive this complaint from your office regarding an inspection result. We have several forums for the consumer to utilize if obtaining a copy of the inspection results were being sought. Please find [redacted]’s inspection results attached.

Since we have responded to the consumer’s request we believe no further actions or responses are required. If I can be of any further assistance or should you require additional information please do not hesitate to reach me [redacted] ###-###-#### or [redacted].

Review: I went to Sleepy’s because I needed a new mattress. My husband is undergoing [redacted] and needs to have a sterile bedroom, I need to sleep in the living room in another bed. I picked out a mattress that felt very comfortable to me, medium firm I was told it was.

They delivered my mattress, the first night I slept on it, I was very uncomfortable. I read the tag and it said “firm”. I called Sleepy’s and explained my situation. The person I talked to on the phone said that mattress does not come in medium firm. That I could order another mattress, but it would cost me an additional $400.00.

The salesperson I dealt with specifically told me it came in medium firm. I would never have ordered a firm mattress. I was lied to. I don’t have another $400.00 to spend on a mattress.

Please help me.

Sincerely,

[redacted]Desired Settlement: Please, I just want the medium firm mattress that I ordered.

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] purchased from Sleepy’s a Sealy Posture-pedic firm twin size mattress. [redacted]’s delivery was completed on August **, 2014, between the hours of 10am-2pm.

Upon receipt of this complaint from your office [redacted]’s invoice was reviewed, we have no recorded calls of the consumer calling to advise of the incorrect merchandise. In an effort to assist the consumer we will offer her the option of the Satisfaction Assurance Plus program which states: “Original purchase must be within the last twelve (12) months, Limit one exchange per customer purchase, applicable to mattress set/mattress only, new selection is equal or greater value (Excludes Tempur-pedic, Serta I-Series, Cool Elegance and Sealy Cool sense.) [redacted] will be responsible to pay a fee of $69.99, plus tax which will enable the exchange of her mattress reflective of her invested amount of $232.27.

[redacted] may contact me at the number provided below to take advantage of this generous accommodation. If I can be of any additional assistance or should require further information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: I purchased a Sealy mattress model #[redacted]from the Mattress Discounters store at [redacted] on 01/**/2014 during their Martin Luther King Jr. sales event. I purchased the mattress only and no boxspring but the prices advertised in the store did not say what the mattress only price was, they only showed the price buying both pieces. The salesman stated he'd have to look up the price of the boxspring to determine what the mattress only price would be but said that he thought it was $100.00 for the boxspring. When he rang up the purchase he claimed that indeed the boxspring was only $100.00 so the mattress only price for the sale would be $599.99 (the mattress/boxspring set was listed on sale together for $699.99).

Upon going home out of curiosity I pulled up the price on the Mattress Discounters website where I found that in actuality the same Sealy model #SE57085 mattress was on sale for $499.99 by itself and the set was shown as the same $699.99 that was advertised in the store so the salesman had only discounted $100.00 for no boxspring when it was actually $200.00 less without it.

The following day 01/**/2014 my wife called the store to advise them of the issue and was instructed to call the headquarters at [redacted] as they weren't allowed to make refunds regarding pricing errors directly at the store. Upon calling headquarters she was greeted by a very rude customer service representative who would not provide their name and claimed they were emailing a [redacted] with the issue and that upon the [redacted] verifying the price error we would be contacted regarding refunding the $100.00 overcharge. I waited over a week and did not receive any response.

I then decided to try the online complaint process. I filled out all the information with this same description of what had happened and still have never gotten any reply back from Mattress Discounters. I still have the printouts showing the pricing being correct for the set but showing that the price for the mattress only was $499.99 compared to the $599.99 I was charged on my receipt.Desired Settlement: I would like to be refunded the $100.00 I was overcharged on the mattress but haven't been able to due to the lack of response back from Mattress Discounters.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] purchased a Sealy Posturepedic firm queen mattress

for $599.99. His total purchase price including delivery fee and tax was in the

amount of $716.79.

Upon receipt of [redacted]’s complaint filed with your agency, we provided a price adjustment for the mattress in the amount

of $100, plus tax and processed refund for [redacted].

Since we have satisfactorily solved [redacted]’s issue we feel no further action is required. If you need any assistance please contact me

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

Consumer

Response:

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

Sincerely,

Review: I purchased a mattress set from Sleepy's in June, 2013. In December, I noticed it had abnormal lumps in it. I called the customer service and they sent an inspector. A week later, I received a letter saying the mattress was not up to manufacturer's standards. I could exchange to mattress and get the same one or use the credit towards another mattress. I chose the exchange. When I called to arrange this, customer service said I was going to be charged $99 delivery fee. I did not agree with this charge. I should not have to pay any charge for an item that is defective. I offered to pick up the new mattress they said no. I then spoke with a [redacted]. She reiterated the cost of $99. After much discussion on what I think is unfair, she reduced the cost to $47. I still don't think I should pay for something that is not my fault. The [redacted] then said "so you don't want to exchange the mattress". So, I was pretty much forced to put this charge on my credit card or I could not exchange the defective mattress.Desired Settlement: Refund

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your

inquire regarding [redacted]i.

As you can understand, and as

detailed to [redacted] in while customer satisfaction is our primary goal,

Sleepy’s must charge its customers a delivery fee to defray the administrative

costs that Sleepy’s incurs in connection with such exchanges. As indicated in the Sleepy’s Terms and

Conditions provided to [redacted] at that time of her initial completed

sale which states in clear and concise language line number seven (7): “Delivery fees are non-refundable. There

will be no additional delivery fees for completion of a partial delivery or

replacement of non-conforming merchandise” (see attached).

Sleepy’s was surprised to

receive this complaint from your office considering [redacted]’ s delivery

fee was dramatically reduced from the

required $99.99 to $47.00 on January **, 2014, as an extreme accommodation, and

the exchange of the mattress was

completed on February *, 2014.

Since we have previously

advised [redacted] of our No Refund Policy as well as dramatically reduce

her delivery fee we believe that no further responses are required. If I can be

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

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

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:

The response from Sleepy's was the same as what they told me over the phone. They should not be surprised because I told the customer service rep., I was not happy with any fee being charged for a defective item being replaced. That rep., then said, "so you don't want to exchange the mattress?" So pretty much she said either pay this fee or keep the defective mattress.

I am surprised that their delivery fee for a defective item was explained as "Sleepy’s

must charge its customers a delivery fee to defray the administrative

costs that Sleepy’s incurs in connection with such exchanges."

So, as a consumer, I am responsible for their administrative fees for something that I only had for six months and was deemed defective. That does not seem right to me.

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] & [redacted] to reiterate the previous response.

While we do appreciate the consumer’s

comments our policies and procedures remain the same. “Delivery fees are non-refundable. There will be no additional delivery

fees for completion of a partial delivery or replacement of non-conforming

merchandise”

As stated in the previous response the

consumer was not charged the delivery fee to its totality of $99.99, plus tax

as a courtesy his delivery fee was reduced to a non-refundable $47.00. we have previously

responded as well as advised [redacted] of our No Refund Policy we believe

that no further responses are required.

If

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

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

Review: I live in California and wanted to surprise my wife with a new bed and mattress so I visited Mattress Discounters website and placed an order. I was charged almost $900, sent a confirmation email and told someone would call me "shortly" to set up delivery and provide me with my delivery options. When I didn't receive a call after four hours I called the phone number listed in my confirmation email. I was told my order wasn't in the system and to call back in an hour or so. It's now been 24 hours and I've made 7 phone calls to [redacted]. I've been told that there was a glitch in their system that didn't automatically process my order (though the money has been removed from my account) and that it was going to have to be entered manually. It's now been one hour since they've "entered it manually" and the order still isn't available in their system. They are "working on it" and keep telling ME to call THEM back. They just called me to confirm they had processed the order. When I asked about details they said they were going to set up delivery for my mattress. I asked about the bed I had ordered and they said what bed? SERIOUSLY! When she "looked into it further" and the bed isn't available in my area...even though it was when I ordered it and I was charged for it. She said they were issuing me a credit for $XXX.XX - which was almost $200 LESS than what I was charged for the bed. I asked why I would be refunded less than I was charged and she had no idea. I cancelled my order and it will now take 3 days to have the money put back into my account. She also told me a refund amount of more than $100 less than I was charged. I corrected her and she said she was sending me an email to confirm the corrected refund amount. I received an email stating the two refund amounts that add up to what I was originally charged. I spent hours trying to get my order and resolving this issue.Desired Settlement: A refund is in the process of being issued.

Business

Response:

Case

#: [redacted]

Mattress Discounters is in

receipt of the complaint from your office filed by [redacted] pertaining

to an order that was placed online via Mattressdiscounters.com. Our records indicate

that this order was written on February *, 2014 and cancelled the same day. The

order was placed for two (2) King Koil Ortho Posture queen size mattress sets

that would total $819.83, including tax and delivery.

Our records indicate the order

was cancelled the same day and [redacted] was fully refunded for the purchase

back to her Visa credit card used.

We sincerely

apologize for any inconvenience this caused [redacted] and as a goodwill

gesture we would like to offer [redacted] complimentary pillows. If you have

any further questions please contact [redacted] at ###-###-#### or [redacted]

Review: On June **, 2011, I purchased a Kingsdown 300 series (blue/green) mattress from Sleepy's. I was informed that the mattress was warranted for 10 years against defects.

On December 2013, I scheduled a mattress inspection with Sleepy's to review a deep sagging impression on the firm side of the mattress where the springs can also be felt protruding through the top uppermost layer.

On **Dec13, technician by the name of [redacted] arrived at my residence to take pictures and measurements of the mattress. [redacted] used a length of knitting yarn and a white sheet of paper to measure the deep impression in the mattress. I brought [redacted] a calibrated ruler, a level instrument, and additional NIST traceable instruments to obtain a more accurate measure of the depth of the impression. [redacted] refused and informed me that sleepy's will only allow the use of knitting yarn and an angled ruler on a stand (not complaint with [redacted] Calibration). I additionally asked [redacted] to feel the bottom of the impression and he confirmed that he felt the metallic springs protruding through the mattress uppermost layer. With [redacted] present I used my own calibrated instruments to show him that his methods greatly skew the true depth of any impressions; my measurements produced a mattress impression depth of approximately 1.9 inches. I showed [redacted] that if the impression sagged any lower, the mattress springs would likely breakthrough. I requested that he document as accurately as possible our discussion and evidence during his inspection of my mattress.

In January 2014, I received a call from a Sleepy's Representative regarding inspection# [redacted]. They explained that [redacted]'s inspection yielded no mattress defects as an impression of 1 3/8 inches was measured using his knitting of yarn inspection methods and that it did not meet the 1.5 inch requirement necessary to meet the warranty terms. This is a difference of 3mm; the approximate thickness of a nickle. I made a number of phone calls to sleepy's customer service to explain that it is not possible for the inspector to make measurements to that accuracy with a knitting yarn and low resolution camera phone pictures. Sleepy's customer service also said that in the inspection there was no mention of the metallic springs beginning to protrude from the impression. They acknowledged that my mattress box spring was defective but would not honor the mattress warranty.

After repeat phone conversations with sleepy's customer service and conversations with line [redacted] and [redacted] they gave me the same scripted reply that there was nothing wrong with my mattress and that there are no defects. A internet search of sleepy's complaints yielded hundreds of customers with similar experiences. This is certainly a trend and it appears that Sleepy's is engaged in rampant warranty fraud with or independent of their Kingsdown partner. Sleepy's has clearly trained their inspectors to use poor measurement methods and execute inspections to ultimately falsify report results to allow sleepy's and their kingsdown partner to skirt their warranty obligations given significant defects in their mattresses. There is a significant need to investigate this fraud and rampant deception on the part of the Sleepy's organization to protect the consumer public. After mutiple attempts to resolve this matter with Sleepy's I need to begin to peruse resolution with consumer protection agencies.Desired Settlement: I desire replacement of my defective box spring and defective mattress which not only has a an impression measuring over 1.5 inches deep but also exhibits protruding metal springs. Alternatively, a refund of my purchase to the order of $1,471.23 can also settle this matter as I no longer have faith in the Sleepy's brand and deceitful business practices.

Business

Response:

Case #:

On December **, 2013, [redacted] contacted Sleepy’s Warranty Department claiming that the mattress was

sagging and the coils appear to be protruding. Since this what would be a

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

Our third party independent inspection company visited [redacted]’s residence.

The inspection results revealed that the mattress and box spring were up to the

manufacturer’s standards.

On January *, 2014 we advised [redacted] of his inspection results. [redacted] disputed the inspection results

and the method used by the inspectors to inspect his mattress. We advised that

this is an industry wide practice. We offered to send the inspections results

to the manufacturer for further review as the measurements reflected that the mattress

set was close to being defective.

On February **, 2014, we

received approval from the manufacturer to replace [redacted]’s mattress as a

onetime accommodation. We contacted the customer on February [redacted] and

offered him the replacement model since his mattress was discontinued by the

manufacturer. [redacted] is scheduled to receive his mattress on March *,

2014.

Since [redacted]’s complaint has

been resolved, we believe that no further action is required at this time. If we

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

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

Review: On 2/** my brother and I purchases a queen size mattress set for my mother. My brother made the purchase in my name ([redacted]). We realized we no longer needed the mattress so we called to canceled the delivery. This is the first complaint. I spoke to someone in the Matteson location that told us the request could not be canceled, we just had to refuse delivery, even though we were canceling 2 days before. After plenty of back and forth, I had to go into the store location to officially cancel the delivery. Needless to say The service was terrible, there was a lady sitting there eating her [redacted] sandwich and acting as we were the problem.. needless to say we canceled the delivery and was told the refund would be issued in 7 days.. NOT TRUE. We also asked that the refund is mailed to my brothers address as he is the one who paid. [redacted]. This is when the fun begins.. [redacted] was told he could not change the address but he placed the order in my name..[redacted].. fine I get that.. I was told to come to the same location AGAIN to show my id and request an address change.. Well since I work full time, I called to see if I could go to a downtown location to show my ID and change the address. They agreed, so I went to the location on [redacted] in **. When I walked in on 2/** to show my id and change the address.. Well the person who helped me told me that was not possible, so I convinced him to call his store manager which he did. The store manager walked him through the process at which point I provided the following address.

C/O [redacted]

Great.. mind you I never showed my id, so this appeared to be yet another total waste of my time. I was then told 2 weeks to process. This takes us to March **.. still no refund, so March [redacted] we call and talk to [redacted] who called customer service yet again. He spoke to [redacted] rep id [redacted] and we were told the refund would in the mail in 7-10 business days AGAIN. Needless to say it did not come, so on March [redacted] I called again and this time we [redacted].. who confirmed the address was changed and to call back the next day.. So we give them until 4/* and I spoke to [redacted] who said he would talk to accounts receivable and guess what.. give it another 7-10 business days. This is INSANE and I am very upset about the customer service and the lack of standard procedures.. You would think this was the very first time a request like this was made. Here is the invoice number. Receipt number [redacted] - The original delivery was to [redacted]. Sold by [redacted]Desired Settlement: Based on the terrible service it would be great to get the refund and the mattress any way but I will take my refund PLEASE

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On April *, 2015, upon receipt of this complaint and the consumer’s relay to your agency of not receiving the previously mailed check in the amount of $820.78, as April *, 2015; our Accounting Department was immediately contacted due to the risk entailed with the unaccounted for check. On April *, 2015, the next business day the Accounting Department as a standard security measure stopped payment on the check [redacted] advised was not present. On April *, 2015, our corporate Accounting Department received a communication from our primary banking institution advising [redacted] has in fact cashed check number [redacted] in the amount of $820.78. On April **, 2015, due to a stop payment being placed on the check based on [redacted] written complaint to the Revdex.com a detailed message was left for her requesting a follow up call; in an effort to confirm the forum in which she cashed the check. This inquiry is pertinent due to the source in which the consumer cashed the check will be unable to collect payment on a check that has been stopped at our financial institution. In an effort to counteract this or assist a call back from [redacted] will be necessary. Since we have reviewed the consumers concerns we believe no additional responses are required at this time. If you require additional information or if I can be of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I received the check the same day I submitted the compliant.. The check had gone to my mothers house anyway and was given to me by my brother. I deposited the check and gave the money for the mattress to my brother who actually purchased the mattress. I expected to get a call from Sleepy's confirming if I had not yet received the check, however to my surprise a stop payment was placed on the check that was cashed and now my account is out of balance by 828.00 which is great... I worked with [redacted] today and she is trying to find out how I can get the funds returned to my account. This has been the most frustrating event I have experienced in a very long time. I'm tired and I just want my account to be in balance. The procedures that you all follow amaze me to no end. The lack of consistency in handling matters are also amazing. I exploded on [redacted] today and she try to be as patient as she could even empathizing with me on a personal level. I'm waiting to here back to see when my account will be adjusted, however Yes I did receive the refund, but now I'm paying the price for that to.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Review: I paid $879 cash for the delivery of two beds and a frame. However, I cancelled that order by refusing to accept delivery and requested an immediate refund. Sleepy's delivery personnel collected the beds and frame and left my home. That was on November **, 2014.

I was told that refund would come in the form of a check in 7 - 10 business days; approximately December *, 2014 or sooner.

I called Sleepy’s on December the *, 2014 and was told that no refund had been processed despite Sleepy's having a record of my refund request. To date I have no refund and have been getting the "run around" from Sleepy's customer service department about how to obtain my refund.Desired Settlement: Sleepy's originally told me that despite my having paid for my beds and frame in cash I would have to wait for a corporate check. I now have no faith that corporate check is ever going to arrive. I would like to go back to the showroom where I made the cash payment and receive a full refund in cash.

Business

Response:

Case#: [redacted] We have reviewed [redacted]’s claim and are pleased to advise the complaint filed by [redacted] is resolved.On December *, 2014, Sleepy’s mailed [redacted] a check for the refund of $879/77via [redacted]. Upon receipt of [redacted]’s complaint a Customer Relationsrepresentative attempted to contact [redacted] to no avail.If we can be of any further assistance or if you should you should require additional information, pleasedo not hesitate to contact [redacted] at ###-###-#### or 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: I purchased a king size mattress with the waterproof king size protector at Sleepy's. I was told by the salesperson if there is any problem with the mattress or the protector is defective, I can return it at Sleepy's and get an exchange. I make several phone calls to Sleepy's 800 number to complain that the protector was defective and the urine leaks thru the mattress and damage it. They insisted for me to contact [redacted] to make a complaint because the protector I bought was from them. Now this doesn't make sense, I brought the mattress and the protector from Sleepy's. Why do I have to be responsible and deal with [redacted]? Sleepy's adamantly refused to be responsible to exchange my damaged mattress according to their policy. I decided to call [redacted] to complaint about the defective protector I brought from Sleepy's. I had make several calls and emails to [redacted] and finally got in touch with someone . However, she did not resolved my problem and cause more agony and headaches. She stated according to the [redacted] policy, she will send me a replacement of the protector and a cleaning kit to clean my damage mattress. I don't want a cleaning kit and just clean the surface of the mattress. The urine had soaked underneath the mattress overnight and damaged it. I want a refund of the mattress which I brought for a total of 3,100 with the protector or an exchange of a new one. The [redacted] again refused to be responsible for the damage mattress. She told me after I received the replacement and the cleaning kit, I will have to return the defective protector to let them examine in their lab to see who's fault. I was very upset and disappointed when I found out there's no free shipping and handling to return the defective protector. Again, I was told it was the customer's responsibility to pay for the shipment and handling for the return. Why do I have to pay for the fee when the defective protector damage my mattress? Basically I lost $3100 for this mattress which I had only for two years . I also have 10yrs warranty on this mattress from Sleepy's and they cannot replace the damage mattress. I am very furious and unhappy with Sleepy's and [redacted] customer service and products.Desired Settlement: I will not return the defective protector to [redacted] and pay for the shipment and handling. I want a refund of my money or a replacement of the mattress.

Business

Response:

Case#: [redacted]

On February **, 2012, [redacted] purchased a Simmons king size mattress along with a [redacted]s

mattress protector that was delivered on March **, 2012.

Recently [redacted] placed a warranty

claim with [redacted]s due to the fact that the soiling went through to

the mattress protector, which then went through to the mattress. The claim process is as follows. Once approved for a claim by [redacted], the manufacturer sends out a cleaning kit to the customer to try and

clean the mattress. If the soiling is not removed, the manufacturer sends a

steam cleaning company to remove the stain.

[redacted] did not want to follow this process, however, she now

understands and will wait for an appointment.

If you need further assistance you may contact [redacted] at ###-###-#### or via email [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 used the cleaning solution from [redacted] and it made my mattress worst. The stain got bigger and it has this horrible chemical odor. This is so ridiculous! I wasted my time and effort to clean the mattress with their false product.

I received an email from [redacted] stating "that the old protector shows a manufacturer defect so I will be having your mattress professionally cleaned. Please expect a call from [redacted] in the next week to schedule an appointment at your convenience." Why am I still wasting my time to follow their nonsense protocol and procedure? It's clearly their fault for selling me a defective protector that destroyed my king size mattress.

Then [redacted] from Sleepy's called me and telling me this is the process that I have to follow. This means I have to wait for [redacted] to call me and schedule an appt. It's been a week and I still haven't heard from [redacted]. I am fed up with their so call "process." At this time, I just want my refund money back. We were promised by the Sales person from Sleepy's that when we buy this expensive protector that "if anything" happens, to call Sleepy's and they will take care of everything with zero hassle. I don't want another replacement mattress from Sleepy's anymore because I do not want to deal with them again. It's been a month and my mattress is filled with urine and chemical smell. I am so furious that Sleepy does not take full responsibility to take care of this matter. I will never purchase anything from Sleepy's or anything that [redacted] make because it clearly does not work.

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:

[Your Answer Here]I contacted [redacted] at ###-###-#### and left a message. I do not want to wait for [redacted] to set up an appointment. I just want my refund money back. I "do not" want to go thru this ridiculous process since there is proof of manufacture defect. Please refund my money and Sleepy's can take their mattress and the defective protector back.

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

Sincerely,

Business

Response:

Case#: [redacted] filed a rebuttal as she had not yet received a call from

[redacted] in regards to cleaning her mattress. We have since contacted

[redacted]s who’s intention is to follow up with Stanley Steemer shortly to

set up an appointment with [redacted].

A refund or a manufacturer’s warranty is not a valid option when there

are stains on the mattress.

If you are in need of further assistance feel free to contact [redacted] at ###-###-####

or via email [redacted]

Review: I purchased a King Size Mattress from Sleepy's 5 years ago that has a 10 Year warranty, the delivery men came to my house with 2 box springs and the mattress. They placed the box springs on my sleigh bed frame that has double supports, accepted my gratuity and away they went.. Since 1957 Sleepy's has the experience to have earned the name “The Mattress Professionals”.... HA! HA! HA!...... After calling Sleepy's and complaining about a defective mattress, they sent out their Professional Mattress Inspector who took 4 weeks to contact me. Upon his inspection (which btw, my mattress looks brand new) he told me they (Sleepy's) would contact me with the results..... We'll I just received a phone call with the results... IMPROPER SUPPORT WAS THEIR CLAIM.... WARRANTY VOIDED..... I then called customer support to inquire, and also ask that when the box springs and mattress were delivered and placed on my frame, why didn't the delivery men tell me that the so called lack of framing would void my warranty if their was ever an issue ??? The customer reps response was their not Professionals, just delivery men.

So the TERM "Mattress Professionals" doesn't really apply to everyone that they employ. I'm wondering how many Warranties are voided due to Improper Support, just because the unprofessional delivery man doesn't have the experience or knowledge to inform the non-mattress public people that the Frame that they currently have would void any warranty moving forward. I bet that would help everyone get the correct support required for their new $3K and up mattress. Sleepy's would then have to find a new excuse for voiding warranties. My next reviews will be to the Revdex.com, [redacted], & every other internet site I can find.Desired Settlement: Mattres Warranty honored, replace with new Mattress

Business

Response:

Case #: [redacted] contacted our

Customer Service Department claiming that the mattress delivered by Sleepy's on

September **, 2008 was sagging. Since

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

of the merchandise. We arranged for a third party independent inspection

company to visit [redacted]’s home to examine both the mattress and the box

spring. The third-party independent inspection company determined that the

mattress and box spring were up to standard under the manufacturer’s warranty

guidelines and therefore were not defective. However, the inspection report revealed

that the customer’s bed was not properly supported. To maintain proper support,

customer needs to have 3 slats or rails evenly spaced going across the frame of

the bed. [redacted]’s bed has 2 metal rails. Customer must immediately correct

his support in order to maintain the warranty on his bed.

Upon receipt of this complaint,

we attempted to contact [redacted] on 10/** & 11/** and left him a

voicemail on [redacted] #. We have not heard from the customer as yet. Contrary

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

an accommodation to [redacted], we would like to offer him opportunity to

purchase a king size mattress set at an accommodation pricing. [redacted] needs

to correct support in order to maintain the warranty on his bed.

If we

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

information please do not hesitate to contact [redacted] at [redacted]

or [redacted].

Consumer

Response:

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

Review: Purchased a Stearns & Foster mattress set from Sleepy's Store on [redacted] on 10/**/2012. In less than a year, the bax spring was deemed defective by Sleepy's service, "Bed-Check." They were supposed to get right back to us, but I had to call them nine days later. They agreed to replace the box spring, however, they want us to pay $106.00 to deliver and exchange the box spring. This fee was never explained to us 1) when we purchased the set, 2) when we returned to the store two weeks ago to put in a warranty claim and 3) when the rep came out to inspect it.

The itty-bitty fine print on the back of the invoice states they will not charge a delivery fee if within 3 months of purchase, but will thereafter. This squeak has existed in the box spring from the time we received the set new. My wife and I assumed it was the bed as who would expect a new S&F set to do this? I asked if I could bring the old one and do the exchange, they stated no.Desired Settlement: I want Sleepy's or Stearns and Foster to pay this $106. fee!

Business

Response:

Case #:[redacted]

On September *, 2013, [redacted] contacted our Customer Service Department claiming that the bedding set he purchased October 2012 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 the mattress was not defective under the manufacturer’s warranty guidelines; however, the box spring was. Pursuant to the terms of the warranty, Sleepy’s agreed to exchange [redacted]’s box spring only.

On September **, 2013, [redacted] was contacted by our Warranty Support Department where he was advised of his warranty credit in the amount of $302.27, plus tax. [redacted] was advised at that time that a mandatory transportation fee of $99.99, plus tax was required as the manufacturer does not cover the cost of transportation. Dissatisfied with the responsibility of the transportation cost [redacted] filed a complaint with your office.

October *, 2013, Sleepy's Customer Relations Department was able to speak to [redacted] and as an accommodation; the delivery fee was reduced taking into consideration the short length of time in which [redacted] possessed the merchandise.

Since this should resolve the complaint to the customer’s satisfaction, we believe that no further action is required at this time. However, if I may be of further assistance, please contact [redacted] at [redacted] or [redacted]

Consumer

Response:

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

Sincerely,