Sleepy's

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: 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 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: 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: 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: 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: 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 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: 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: 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,

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 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: We purchased a bed and were promised a 50" TV... We have never received the TV... Numerous emails back and for have not resolved the issue... We were told it would be delivered between 4-8 on saturday ... So we blew our weekend plans and the TV was never delivered as promised...Desired Settlement: We want our TV

Business

Response:

Case #: [redacted]

On January **, 2014 [redacted] purchased from Sleepy’s a king size mattress set

with a Fashion Group bed.

In May of 2014, [redacted] has not yetreceived his promotional TV. Unfortunately

and very much out of ordinary, due to an error, the mattress professional did

not add the promotion to [redacted]’ order. On May **, 2014, we contacted the fulfillment company with the request

to expedite TV for [redacted]. According to UPS the consumer received the TV

on Tuesday June [redacted]. We sincerely apologize for any inconvenience this may have caused [redacted].

Since we have actively attempted to resolve [redacted] complaint, we feel no

further action is necessary. If I may 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought, what I was led to believe by Sleepy's salesperson, a top of the line Simmons Beautyrest mattress for $1999.00 on Dec. **, 2013. After a couple of months the mattress started to sag where I sleep and where my husband sleeps. I called Sleepy's and they sent someone to inspect the mattress. After the inspection, Sleepy's informed me that there was nothing wrong with the mattress. As I pressed for an explanation they told me that since the sag was less than 1 1/2" there was nothing they could do. After continued complaints about my dissatisfaction, Sleepy's offered to put me into their customer satisfaction program to the tune of an additional $129.99 plus tax. By doing this I would be able exchange my mattress for one of equal or lesser value. I would need to pay for delivery and removal of my current mattress as well. I do not believe that a $2000 mattress should be sagging after only a couple of months of use. Being asked by Sleepy's to put out additional money is unacceptable! As of this complaint Sleepy's refuses to stand behind the products they're selling. I recommend that you find a reputable merchant to purchase your mattress from. Someone that will stand behind what they sell. Clearly, Sleepy's does not. Very poor Customer satisfaction. Stay away!Desired Settlement: If a refund is not possible, I would like to exchange my mattress for a different one of equal or lesser value with NO ADDITIONAL COST to me for delivery, set-up, removal, etc. They already have too much of my money. To be clear, a full refund is my preferred resolution to this problem.

Consumer

Response:

I have resolved complaint ID [redacted] on my own.

Sincerely,

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: 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 bought this mattress from them which is called MY SIDE. The comfort level can be chosen for each side for each person. My girlfriend has back disc problems so this bed was so we could both sleep more comfortably. We paid $3500.00 for Mattress box spring and waterproof mattress cover and sheet set. After 6 months the mattress began to sag in the middle of each side leaving a hill in the middle. We contacted the company at 8-9 months as it got worse each week. They sent someone out to take pictures a month later. We were told we would have an answer in 10 days. Another month went by and the said it was due to the box springs. They came and took the microsuede boxspring and bought us cheaper ones saying it would fix the problem. We were told at that time by their own delivery men that the boxspring wasn't the problem that they no longer made this mattress due to the problem with the sags. We waited 2 weeks to see if there was any change and it still got worse with the sag and harder to sleep. We again contacted the company and waited 2 months for them to come again and take pictures. Once again telling us 10 days for an answer. We never heard back from them. When I called to inquire on the delay and if they were going to exchange it for another mattress of equal value I was told that the second time they came they was a stain on the mattress which voided the warranty. The mattress was covered with another one of there products which was over $200 for a waterproof cover which also must be defective if there is a stain. There is no stain and nothing but a big sag hole on both sides of MY SIDE mattress. They were contacted in the spring of 2013 and now it is the end of Oct 2013 and we are still being patient with them to resolve this. We paid a lot of money for this and feel they should honor their product not try to say that there is a stain and blame that on their poorly made product.Desired Settlement: I would like to get a new mattress of equal value for this defective one they sold me. The fact that they no longer make it should be a factor that there is a problem with the product. We have been very patient with their lack of concern with the customer service. They should be embarrassed as a company to sell such a poorly made product and should want to redeem themselves not try to blame it on a stain? It is causing more back problems for my girlfriend.It was bought to help not make it worse.

Business

Response:

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

Service Department claiming that the Kingsdown king size mattress and box

spring set he had purchased in July 2012 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 did meet the

manufacturer’s standards and was not found to be defective. However, both box

springs did not meet the manufacturer’s standards and were therefore considered

defective. [redacted]’s exchange for the new box springs was completed on

June *, 2013.

On August *, 2013, [redacted] contacted Sleepy’s Customer Service Department again claiming the

mattress was still significantly sagging even with the new box springs. 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 did meet the

manufacturer’s standards once again and only one of the split box spring did

not meet the manufacturer’s standards. However, the mattress now shows a stain,

which is a condition that voids the manufacturer’s warranty. The warranty clearly states that the warranty

does not apply to: Soiling, stains, burns etc. Therefore, pursuant to the terms

of the warranty Sleepy’s granted [redacted] an exchange of the one defective

box spring only. [redacted] would not

be eligible for anymore claims regarding the mattress.

Upon receipt of [redacted]’s

complaint from your agency, a Customer Relations representative contacted [redacted] to no avail. Sleepy’s was able to speak with [redacted]’s girlfriend

though regarding the complaint. Notwithstanding the fact that [redacted]

failed to adhere to the warranty guidelines, and contrary to Sleepy’s and the

manufacturer’s well-established policies, but as an accommodation to [redacted],

Sleepy’s partnered with Kingsdown to get the approval for an exchange.

Kingsdown kindly obliged allowing Sleepy’s to honor an exchange. [redacted]

was given credit for the full purchase price on his mattress as well as the one

box spring found to be defective to use towards any new mattress set of his

choice. [redacted] completed his

exchange on November *, 2013.

Since we have resolved [redacted]’s complaint to his satisfaction, we believe that no further action is

required at this time. If I can be of any further assistance, or if you should

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

Review: I walked into Mattress Discounters for the first time in my life. I purchased a mattress from Mattress Discounters in March 2013, Stearn and Foster, queensize, pillowtop. After many sleepless nights, and struggling to get out of bed on most mornings, with a stiff neck, sore shoulders, and pressure on my around my hips and back area. I went to the doctors for muscle relaxers due to the stiffness and a pain the my lower back. Around the end of June, 2013 I was going to go to go back to Patient First for another prescription,but then decided to go to Mattress Discounters instead, after speaking with the salesperson and explaining what the problem was with the mattress, he checked the order and discovered that the mattress that was delivered to my residents should not have been delivered to me at all, for it was a mattrress that should have been on the showroom floor, because it was a split mattress, firm on one side, plush on the other side, great I said that explains all of my discomfort. The new mattress was delivered on June **, 2013, the mattress seemed great, then it started sinking at the top around my shoulders,so I went back to MD and with my complaint, this time they told me to contact an inspector, I called [redacted], an inspector came out and told me the that the mattress did indeed have a dip in it and the boxspring appeared to buckle, the lining was shifting. So after about one and half weeks I called MD's to get the results from the inspection and they told me the mattress was defective. They want to give me a credit for an exchange. I have had two products delivered so far, and I'm very dissatisfied with the products. From March until October this has been a problem, I regret the day I ever walked into their establishment. I just need some comfortable sleep. I want a full refund to look find another mattress from another establishment, please. Product_Or_Service: Mattress Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: Refund I would like to have a full refund and then close my account with Mattress Dicounters.

Business

Response:

Case #: [redacted]

On March **, 2013, the [redacted]’

s received delivery of a queen size Stearns and Foster Cora euro pillow top

mattress from Mattress Discounters.

On June **, 2013, our Mattress

Discounters Customer Care was contacted with claims of the incorrect mattress

being delivered based on the invoice stating “No sale queen Mattress”. Once the

matter was bought to the attention of our Customer Care department and

immediately coordinated an exchange which was processed and scheduled for

delivery on June **, 2013.

On October *, 2013, the [redacted]’s

contacted our Customer Care department claiming the mattress exchanged in June

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

coordinated for an inspection of the merchandise. Mattress Discounters

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

The third-party independent inspection company determined that the mattress was

in fact defective under the manufacturer’s warranty guidelines. Pursuant to the

manufacturer’s warranty, Mattress Discounter’s agreed to replace the [redacted]’s mattress only. Mattress

Discounters offered the [redacted]’ s a store credit in the amount of $809.99,

plus tax, reflective of what the [redacted]’ s invested purchase was.

Unfortunately, in regards to the

[redacted]’s request of a refund for the mattress purchase price cannot be

extended as the manufacturer warranty guidelines states: “If a defect occurs

during the warranty period (which is described in the Warranty Schedule), Stearns

and Foster will repair or replace (at our option) the defective mattress and/or box spring

within a reasonable period of time.” The consumer is responsible for the

transportation cost in the amount of $99.99, please see attached warranty card.

At the time of initial delivery, the

[redacted]’s received a copy of the manufacturer’s warranty booklet information;

if the warranty card was not received it is the consumer’s responsibility to

contact our Customer Care department to advise and a warranty card will be immediately

mailed.

Taking into consideration that

a refund is unable to be offered we are offering to allow the [redacted]’s to

select an upgraded mattress excluding Tempur-pedic, Serta I-Series, Serta Cool

Elegance and Sealy Cool Sense, this accommodation will enable the [redacted]’s to

select an upgraded product they may find more suitable at a discounted price.

This accommodation does not denote that there will be no out of pocket cost it

considerably reduces the new merchandise that will be selected by the [redacted]’

s.

Since we have attempted to

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

at this time. If I can be of any further

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

hesitate to contact [redacted] at ###-###-#### 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:

Regarding claim# [redacted]. I’ve had (2) two Mattress Discounters products in my home, as that information was stated in the initial claim, since the first mattress delivered to my residence in March 2013 which was delivered in error and the salesperson [redacted] told me the [redacted] made an error, the first mattress should not have been delivered to my home at all, for it was a mattress made for the showroom floor, for comfort selection, firm on one side, plush on the other side. After enduring the pain and medication from the split mattress, I was temporary relieved when I found out that it was not me, that it was the mattress.

The second mattress was delivered in exchange, this mattress is worse than the split mattress, it dips at the shoulder level of the mattress, the mattress crunches in spots, almost as if it’s not properly stuffed, just not very good quality. The mattress issue is not my fault, why do I have to suffer due to a poor customer service error and poor quality merchandise. Why should I except a third mattress from Mattress Discounters. I’m tired, frustrated and dissatisfied with the quality of merchandise and the poor customer services. Despite the resolution Mattress Discounters is trying to impose on me, a third mattress? I want a refund I don’t want any more merchandise from Mattress Discounters.

Sincerely,

###-###-####

Business

Response:

Case#:

On

October *, 2013, [redacted] contacted our Customer Service

Department claiming that the mattress purchased from Mattress Discounters in

March 2013 was sagging. 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 defective under the manufacturer’s warranty guidelines; however,

the box spring was not. At the time of

delivery, [redacted] received a copy of the manufacturer’s warranty, which

clearly states: “Your warranty will not

cover the following: replacement of another piece in the sleep set, unless the

other piece is also defective”. The manufacturer’s warranty also states: “Stearns and Foster guarantees the

replacement or repair of your mattress or foundation (“box spring”, “rigid

foundation” or Bunkie Board”) if, in normal use, either piece fails to meet our

high standards for quality and workmanship. Pursuant to the terms of the warranty, Mattress

Discounter’s agreed to exchange the mattress only. [redacted] at that time refused the exchange

and demanded a refund for the mattress purchase price; Mattress Discounters

denied her request based on the clear terms of the manufacturer’s

warranty.

Upon receipt of this complaint from your office

Mattress Discounter’s attempted contact with [redacted] at the number provided

as ###-###-#### to discuss her concern to no avail a detailed message was

left. Unfortunately, a refund cannot be offered to [redacted] however; contrary

to the manufacturer’s warranty and Mattress Discounter’s well-established

policies, but as an accommodation to [redacted], Mattress Discounters is offering

[redacted] the opportunity to upgrade her mattress to merchandise in the price

range of $1,199.99 to $1,299.99, regardless of her invested amount of $800.00,

for the mattress purchase price (see attached invoice).

Since we have attempted to resolve [redacted]’s

complaint, we believe that no further action is required at this time. [redacted] can reach me at the number provided on her machine to discuss the

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

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

Review: I got Baited and Switched by 1800 Mattress who own Sleepy's when I bought my bed set. I ordered a very particular bed set, even stated exactly what bed I was ordering by name and model number on their own telephone verification system AND BY EMAIL, but still they sent me a crappy bed set. It was so crappy the mattress was six inches smaller that the box spring!!Desired Settlement: I want my money back so I can buy the bed set I ordered

Business

Response:

Case #: [redacted]

On March **, 2012, [redacted]

purchased from 1800Mattress.com a Sealy Posturepedic Annot plush pillowtop king

size mattress set. [redacted] advised to the sales agent via online chat,

that he wanted the comparable model he had seen called the Sealy Posturepedic

Encore Plush Pillowtop. During order confirmation, [redacted] was sent the

product specs via email so he could confirm the new bedding being ordered was

correct. [redacted] accepted delivery on March **, 2012.

On April **, 2012, [redacted] contacted our Tele-sales Department stating he would like to

exchange the Sealy king set for (2) twin sets instead. Our Customer Service

Department reached out to [redacted] to inform him the exchange has been

processed for him, however, he needed to call back to schedule delivery,

On April **, 2012, [redacted]

contacted our Customer Service Department claiming that he should have received

the mattress with a comfort level of plush and not the pillowtop. In order to

confirm the sale made via chat, an email was sent to the sales agent to follow

up with the customer.

On May *, 2012, [redacted]

contacted our Customer Service Department again with claims of being delivered

the incorrect mattress. [redacted] insisted that he should have received

the plush model and not the pillowtop. [redacted] sent an email to the

representative, which confirmed the model he was supposed to receive. The

exchange for the (2) twin sets was cancelled and an exchange was processed for

[redacted] to receive a Sealy Posturepedic plush king size mattress, the

delivery was completed on May **, 2012.

On May **, 2012, [redacted] contacted our Customer Service Department claiming that the original

box spring delivered in March, 2012 was now too big for the recent mattress

delivered. As an accommodation to [redacted], 1800Mattress.com kindly

exchanged the box springs.

On October **, 2013, more than

a year later, [redacted] contacted our Customer Service Department stating

the mattress he received in May, 2012 was not the correct mattress. [redacted] was informed since he signed and accepted the merchandise; an

exchange could not be honored.

Upon receipt of [redacted]s complaint with your agency, a Customer Relations representative

reached out to [redacted] explained that when he contacted

the manufacturer Sealy regarding a possible warranty issue, he was informed the

Sealy Posturepedic Annot king mattress was not the comparable to the Encore

model he had seen elsewhere. [redacted] was made aware the model he wanted

was still being manufactured although it was no longer being carried by

1800Mattress.com

It was agreed upon that if [redacted]’ s mattress shows to be defective upon his warranty claim,

1800Mattress.com will honor an exchange to the Sealy Encore model by partnering

with Sealy.

Since

we take all complaint very seriously we will continue to work with [redacted] on resolving this matter. If, I can be of any further assistance or

if you should require additional information, please do not hesitate to contact

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

.

Review: I typed this field already, don't know where it went.Service Order# [redacted]Document#: [redacted] 05/**/2013Desired Settlement: I would like a refund for $1,066.95. I was charged $99.00 for delivery, plus did not get a discount at all or free delivery. I ordered the mattress, I needed it in King Size. The salesman honestly did not explain same mattress and box. The mattress after almost two weeks sagged and impression formed. I have a copy of the Product Inspection Report. On the report, it says "does the box match the mattress". That's just wrong. They knew the mattress had to match the box.

Business

Response:

Case #: [redacted]

On May **, 2013, [redacted]

purchased a Sealy Pocketed Coil king size mattress only and received delivery

on May **, 2013.

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

Department claiming that the Sealy king size mattress 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 mattress did not meet the

manufacturer’s standards; however it was being supported by a non-matching

foundation although not considered defective. Therefore, the Sealy king

mattress was ineligible for a warranty exchange. Pursuant to the terms of the warranty

Sleepy’s denied [redacted]’s request to replace the merchandise. One of the stipulations on the Manufacturer’s

warranty under “What is not covered by the limited warranty” states: Mattress damage

due to use with inappropriate foundation.

On August ** 2013, [redacted] contacted Sleepy’s Customer Service Department to inquire on the

outcome of the recent inspection. [redacted] was informed that due to the

non-matching foundation the warranty on her was voided and therefore could not

be exchanged under the manufacturer’s warranty. [redacted] was offered an

alternative solution of exchanging the mattress under the “Satisfaction

Assurance Plus” program. [redacted] would be required to pay a premium fee

of $109 in addition to a delivery charge. [redacted] asked for a copy of

the recent inspection report and advised she would think about the offer.

Dissatisfied with the outcome

[redacted] filed with your agency months later. Contrary to the

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

accommodation to [redacted] we contacted Sealy Bedding Company and provided

them a copy of the inspection results. Sealy agreed to replace [redacted]’s

mattress. This is as a result of the report showing that the non-matching foundation

was not found to be defective.

On December *, 2013, the

Customer Relations Department of Sleepy’s spoke with [redacted] and informed

her Sealy would be replacing her mattress. [redacted] was informed the

current model she had was no longer available giving her store credit to

reselect another mattress only or she could use said store credit towards a new

set and the pricing could be negotiated at that time.

Since we have resolved [redacted]’s

complaint to her satisfaction we believe no further action is necessary. If

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