Sleepy's

Review: I purchased a 3,000.00 pillow top mattress from Sleepy's at [redacted] in 2007. I was told there was a 10 year warranty. The mattress is extremely lumpy and sagging causing me severe back aches. I'm unable to sleep on it. I called the Sleepy's store above and they confirmed the warranty and scheduled someone to come over to look at the mattress. They did come and he agreed that the mattress was in poor condition. Today, May **, I received a call a [redacted] named [redacted] that told me regardless of the condition or warranty agreement that there was nothing that she could do because I didn't purchase the box springs that day. I was never told that if I didn't purchase their box spring that the warranty wouldn't be valid. When purchasing something that expensive, knowing there was a 10 year warranty, they should have mentioned it to the buyer. I told this to [redacted] who didn't seem to care. She said that the sales person was not responsible for telling that information to the customer. I don't understand how any Sleepy's sales person could neglect to tell the customer that in order to get the warranty you would have to purchase a box spring. I was never told and was led to believe I had a 10 year warranty. Now they are blaming the sagging and lumpiness to the improper box spring when in fact the pillow top mattresses are problems and sag and become lumpy even with their recommended box spring. I was told this by others I know that have Sleepy's pillow tops and have gotten replacement mattresses.Desired Settlement: I'd like a new mattress and am happy to purchase a box spring.

Business

Response:

Case#: [redacted]

On May *, 2014, [redacted] contacted our Warranty Department claiming that her mattress purchased in 2007

was sagging. We coordinated with our 3rd party inspection company to

have the customer’s mattress inspected. The results revealed that the customer

was utilizing a box spring that she did not purchase as part of her set and it

was defective. Pursuant to the manufacturer’s guidelines, the customer’s warranty was void. We contacted [redacted] on May ** to advise her of the warranty results.

Upon receipt of the complaint filed with your office, we reached out to [redacted]. We advised that we were

reaching out the manufacturer to see if they would make a one-time

accommodation and provide credit for her mattress. On June *, 2014, the

manufacturer advised that they would honor the warranty on the condition that [redacted] chooses another set from their lineup. We communicated this

information to [redacted] and she accepted their offer. She will visit one of

our showrooms in the upcoming weeks to select another mattress set.

We believe no further action is warranted at this time. If you should require additional information please

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]

Review: My father purchased a full size mattress, which is supposed to be 54" wide. The one that arrived on Thursday was only 51" wide. The salesperson promised to have another one measured and delivered on Saturday. The one that arrived on Saturday was also only 51" wide. I asked for a refund, but was refused. A [redacted] promised to have another one measured and delivered on Monday. Again, it was only 51" wide. The bed looks ridiculous with 3" of wood hanging off the side. Plus I am concerned about my father banging in to it. My father is disabled and, thanks to Sleepy's, has been sleeping on his couch.

I spoke with their customer care department, who kept putting me on hold and then telling me that they will not issue a refund. After a few hours of trying, I was finally able to speak with another [redacted] who told me that he just doesn't care about my problem or about 3" and that I should just deal with it.Desired Settlement: All we want is a refund for a mattress that is not what we paid for. We paid for a full size mattress that is supposed to be 54" wide and that is not what we received. The one that is currently at my father's home is on it's side and has never been slept on, sat on, or touched - except to try to fit on on the bed.

Business

Response:

Case #: [redacted]

On May *, 2014, [redacted] received from Sleepy’s a

full size King Koil mattress. Industry standard for full size mattress and box

spring is 54”x75”.

On the day of delivery May *, 2014, [redacted]

contacted our Customer Service Department stating the mattress was not

measuring the standard width of 54” but 51”. The manufacturer gives a variance

of being 2” short or 2” long. [redacted] was offered and even exchange and

delivery was scheduled for May **, 2014.

On May **, 2014, upon [redacted]’s delivery, the

driver contacted our Delivery Support Department stating the [redacted] would

be refusing the mattress claiming the new mattress was again 3” shorter than

normal. Dissatisfied with the mattresses not meeting the standard length [redacted] requested to return the mattress for a refund. [redacted] was offered

to select to a different mattress under a different vendor but refused. Sleepy's offered [redacted] to another even

exchange, this time having the warehouse checks the mattress for quality

assurance. Delivery was scheduled for May **, 2014.

On May **, 2014, [redacted]’s son contacted our

Customer Service Department requesting to speak to a [redacted]’s

son informed the new mattress again was shorter in width than the standard

dimensions and requested a refund. Upon consideration and contrary to our well

established policies and in an effort to ensure customer satisfaction, Sleepy’s

agreed to remove the King Koil mattress for a full refund of $299.99, plus tax.

The pickup was scheduled for May **, 2014. [redacted] will not be refunded for

the mattress pad in the amount of $99.99 or the store pick up fee in the amount

of $29.99.

Since we have satisfactorily resolved [redacted]’s

complaint, we believe that no further action is required at this time. If you

have any further questions please contact [redacted] at [redacted] or [redacted].

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 bought a full mattress and back spring from Sleepy’s at [redacted], and [redacted]) on November **, 2014. It was delivered to my home on November **,2014. I called the sales person [redacted] (at the [redacted], **) the very next day and told her that the mattress was not comfortable and also the back spring was delivered in totally unacceptable circumstances. The back spring was torn away from the wood frame and that the delivery and set up person needed to use my tools to complete and set-up the mattress, back spring and frame. [redacted] suggested that I let five days go by before I come in and try another mattress that I might be happy with. She said usually customers need to sleep on the mattress for at least five days to be satisfied. I said ok and hang up.

I went back to the store today December *, 2014 and requested that I upgrade to a mattress that was twice the amount that I paid for the old one, because I liked the conform better. [redacted] said it would cost me $246.00 for disposal, taxes and delivery fees for the old mattress and delivery of the new one. I reminded her that I did not pay for delivery because that was part of the deal and they got me in there to buy in the first place. She was not willing to work with me.

I would like to have the mattress returned, because of the defects and also because it is just not comfortable. At this point, I would like to take my business elsewhere because of the lack of respect from the sales person.

Sleepy’s said Comfort Guaranteed and I am not receiving that comfort or guarantee.Desired Settlement: I think that business has a responsibility to return my money and let me go somewhere else or to agree to exchange the product without and exuberant cost to the customer when in fact they said Comfort was Guaranteed, when in fact you have to pay an additional cost to be comfortable. It is just not right and just.

Business

Response:

Case#: [redacted] We have reviewed [redacted]’s claim and are pleased to advise the complaint filed by her is resolved. Upon receipt of [redacted]’s complaint a Customer Relations Representative contacted her on December *, 2014. We offered [redacted] a deep discount to upgrade her set and a discounted delivery fee of $50.00 thereby limiting her out of pocket expenses. [redacted] accepted our offer and received delivery on December **, 2014. We believe no further action is warranted at this time. However If we can be of any further assistance, please do not hesitate to contact [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 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 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: We originally purchased two mattress from Sleepys back in 2009. Over time we noticed the comfort of the mattress was deteriorating. We contacted Sleepys to have the king mattress evaluated sometime in July of 2013. We were living in New York City during this period. An inspector came to our home to inspect the mattress and shortly afterwards we were told by Sleepys that the mattress was defective and that we have a credit due us for $750.00. We were in the process of selling our apartment and moving to the suburbs and planned to purchase our new mattress and use the credit after our move to make sure a king mattress would fit in our new bedroom.

We started to look for a mattress end of Spring/Summer time, and even put down a $250 deposit for a mattress. We could not make the purchase at this point because we were still unsure if it would fit in our new location.

We moved in December 2013. Before doing so we called Sleepys to confirm the credit and ask if we had to move the mattress or if we could throw it out. We were told we had to turn in the mattress to receive the credit after making the new purchase. This meant we had to pay an additional amount to the movers, specifically for the mattress. I believe it was $95.

After the New Year and confirmation that we could fit a king mattress in our new bedroom we again called Sleepys to proceed with our purchase. At this point we were told the $750 credit had expired. Expired? The fact that there was a time period tied to this credit was never communicated to us. We were also told we had to have the mattress re-inspected/reevaluated, as if the mattress magically repaired itself. We had no choice but to comply. We made a number of different appointments with Sleepys Bed Check service, which we learned is conducted by a third party. Our experience with this service was painful, to say the least. Scheduled appointments were rescheduled, cancelled, and ultimately ignored by this provider. We made a number of complaints directly with the provider and directly with Sleepys. We requested to work with someone else, but Sleepys could not accommodate. Again, with no choice we had to allow this third party, unprofessional company into our home. We explained to both companies that we have a 1 year old at home and had specific times which we could work with. Needless to say, this was ignored and the inspection occurred during one of our daughters naps.

I believe it was a week after the inspected I called for the results and guess what, the mattress magically repaired itself. We were told there was nothing wrong with the mattress and that we were no longer entitled to the $750 credit. How could this be? We could not just let this go.

After a number of calls to Sleepys which lead nowhere, we asked to speak with a [redacted]. We were now dealing with [redacted] (###-###-####), who again after a number of calls told us “sorry we cannot give you’re the $750 manufactures credit”. We replied by saying we do not need a “manufactures” credit, we will take a Sleepys credit, you have to give us something for all that Sleepys has put us thru.

-$750 credit taken away, due to Sleepys error and poor communication

-$95 for moving of mattress to new home

-Time spent on the phone with Sleepys and their third party, plus wasted time, frustrations

[redacted] told me to go to the store, pick out a mattress, get the best price you can, then let him know and he would “work something out” for us. So, we went looking for a mattress. We found one very quickly and told them to move the $250 deposit from the discontinued mattress to this new mattress, we were met with a bit of push back from the salesperson….so we had to ask for a [redacted] to get approval. We then tried to contact [redacted] for about a week, wasting more time, and causing more frustration. When we final got to speak with [redacted], who was very nice on the phone, he told us again that there was nothing he/Sleepys could do. What about “work something out” we asked, and were told we negotiated such a good deal, he could not beat it.

We felt beat down at this point and asked again for something, we have not been treated fairly at all. None of this was a result of our doing, we’ve done nothing wrong but we continue to get beat up by Sleepys. We proceeded to fight for the following – if we purchase the new mattress we will not be charged for delivery, and we wanted the defective mattress picked up. We also said we would settle for a Sleepys credit for a future purchase. We were given the OK for waiving of the delivery/pick-up fees, but were shot down for the Sleepys credit. Which makes it easier for us to never shop there again.

Next, we ordered the mattress, set the delivery date and paid for the mattress. I took off from work and we waited, and waited, and waiting for the delivery. When we called to follow up, we were told the order was cancelled! Another wasted day and even more frustration. Why was it cancelled, “oh, sorry it was a mistake”. I’m getting frustrated all over again as I write this. Still cannot believe all that Sleepys put us through.

So, we set another delivery date for the mattress and this time it was delivered. The delivery guys were great and as difficult a time we had with Sleepys and how were wanted to walk away and never deal with this company again, we could not take it out on the delivery guys and decided despite Sleepys best efforts, we remain good people and we gave each person a good tip.

We’ve detailed this story to Sleepys a number of times, and I’m sure they have this well documented. We spoke with [redacted]’s boss who is the head of the group, detailed the story and was offered a couple of pillows and to his credit we were also offered a set of their low end sheets. We, politely as we could, declined the insulting offer.

We have the mattress now and are very happy with it, but wonder every night if it was really worth the hassle.Desired Settlement: We strongly believe that Sleepy's should make good on what we were told, what they have on record and return $750 to us.

Business

Response:

Case #: [redacted]

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

Sleepy’s aspires to provide all its customers with not only the highest quality product; but also with the Customer Service/Delivery Service and support befitting its excellent reputation and worthy of consumer confidence. We sincerely regret that the consumer’s experience did not meet those standards. However; we are unfortunately unable to offer the consumer any monetary compensation.

The offer that was extended of accommodation sheets or pillows still remains available. We will allow the consumer to visit our website and select a set of sheets of their choosing and contact me directly utilizing the number listed below.

Since we have reviewed the consumer’s complaint, we believe that no further responses are required at this time. If you have any further questions please contact me [redacted] at [redacted] or [redacted].

Consumer

Response:

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

I do not appreciate canned responses…if Sleepy’s, the

merchant, cannot take the time to respond to me personally and professionally,

how can I believe that my family’s situation is being given fair consideration?

The merchant states in their reply – “Sleepy’s aspires to

provide all its customers with not only the highest quality product; but also

with the Customer Service/Delivery Service and support befitting its excellent

reputation and worthy of consumer confidence.”

If this is the case then why do they simply dismiss the way

they mistreated my family and misrepresented themselves? None of the facts from our complaint were

addressed in their reply. To me, this only highlights their guilt.

They go on to say “We sincerely regret that the consumer’s

experience did not meet those standards.” What does this mean? My experience did not meet their standards?

How about the merchant failed to follow through on their commitment of a $750 credit due my family for

a replacement mattress. This is not something I asked for, this is what the merchant said they would give us, a

$750 credit towards a replacement mattress, but when it came time to make good the merchant recanted. Why?

Now, for the merchant to simply state “However; we are unfortunately

unable to offer the consumer any monetary compensation.” and “Since we have

reviewed the consumer’s complaint, we believe that no further responses are required

at this time.” is completely unacceptable and dismissive.

Let me make this clear, I am not asking for “monetary

compensation” as they state in their reply. What I want is to know why the merchant refuses to make good on their

offer of a $750 credit for a replacement mattress. The merchants response to my complaint makes

me think they have not taken the time to properly review or investigate this complaint. The facts remain the facts

and they will not go away by simply ignoring them.

Sincerely,

Business

Response:

Case #: [redacted]

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

All inquiries received at our corporate office are thoroughly reviewed. In this instance the consumer is not entitled to a warranty exchange based on the empirical measurements provided by the independent third-party inspection company.

While we are aware of the consumer dissatisfaction; and extremely apologetic as to their relayed experience as stated in the previous response. Unfortunately; the inspection validated the merchandise is in fact performing up to the manufacturer standards and therefore; a warranty credit is not being offered. At this time our unwavering offer of the consumer visiting our website and making a selection of pillows or sheets remains the same.

Since we have reviewed the consumer’s complaint and rebuttal, we believe that no further responses are required at this time. If you have any further questions please contact me [redacted] at [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: My wife and I went to Sleepys in [redacted] to purchase a new mattress. My wife has back issues so we wanted to be sure that we found the right mattress and were concerned that she may have issues if we did not. The salesperson said that "its so easy to return a mattress if you arent happy with in the first 3 weeks, just bring it back no problem". So that eased our concerns and we chose a mattress. The delivery was an hour after the time window had expired and we had to cancel dinner plans and still pay our babysitter because she was already at the house. I called the delivery people in the morning and told them that they needed to be here within the window they gave us because we had plans and that if they were going to be late they needed to let me know ASAP so I could cancel. They never called and said they would be late. When I tried to get a refund of the delivery fee ($99) they refused. After giving the new mattress a week, my wife was in terrible back pain and we decided we needed a sleep number bed which is not sold by sleepy's so we needed to return it. Upon our return to the store the salesperson said, "Oh our policy is exchange only, you cant get your money back". I asked about what he said at our first visit and he said "I meant exchanges, you cant get your money back". Well he didn't say exchanges so we were mislead.

He said that we can pick a new mattress and it will be delivered the next day. So feeling like we had no other option at the time, we chose another mattress tinking at least if it doesnt work we can exchange it again. We decided to upgrade to a more expensive one in hopes it would fix the problem. He told us about the great warranty on the new one and how it is covered for 20 years if anything happens to it.

Upon checking out and paying for this new more expensive mattress he says we have a $250 fee for exchanging, and "you wont be able to exchange this for a new one because you only get 1 exchange with our program". In the beginning when we were told about the "Fantastic Return Policy" we were never told about the $250 fee and the return policy is apparently just a one time exchange policy. All of this is very different than how he worded it. I wish this was the end of our issues with this location, but it continued

After getting the new mattress we read through our 20 year warranty and found out that because we did not buy the special box spring that goes with the mattress we are in violation of the warranty terms and will not be covered for any damage. When the salesman sells us something with a warranty and uses the warranty as a selling point I feel like he should be responsible to tell us we need to buy this other thing so that we can actually have the warranty. He lead us to believe we would be covered. At this point we wouldnt be covered even if we went back and bought the box spring, but the mattress was more than we wanted to spend as it was so we really cant buy this other box spring as well.

When I called Sleepy's on 2 different occasions they said the best they could do is send us some free pillows. I feel that the salesperson lied and mislead us to make a sale and continues lying to upsell us on something else.Desired Settlement: I asked Sleepy's to refund us the delivery charge, plus the exchange fee and they would not, but I think that it is a fair request. I want $350 from Sleepy's for all of this inconvenience. The mattress was late and cost us money, then we were lied to and forced to incur another cost ($250) then we were sold on a warranty that we are unable to use because we didnt get all of the info from the salesperson.

Thank you

Business

Response:

Case #: [redacted]

On January **, 2014, the [redacted]’s received delivery of a Sealy

Posture-pedic plush queen size mattress only;

a Simmons Recharge full size set mattress

and box spring, a full size

metal bed frame and a queen size bed liner. At the time of purchase the

[redacted]’s received a copy of their completed sale which contained a copy of

Sleepy’s Terms and Conditions which states in clear and concise language:

Sleepy’s offers its customers the opportunity for a Comfort Exchange, provided

that the exchange occurs within 21 days of delivery. The Comfort Exchange

Policy specifically states that each customer is entitled to one Comfort

Exchange and the exchange must be for merchandise of equal or greater value and

that he would incur a fee in the amount of $150.00, and a transportation fee of

$99.99 plus tax. The Comfort Exchange Policy is prominently displayed in all

Sleepy’s showrooms.

On January **, 2014, Sleepy’s corporate office received an e-mail

from [redacted] which stated:

I

AM WRITING BECAUSE I HAD A HORRIBLE EXPERIENCE WITH YOUR STORE IN PLYMOUTH

MEETING AND I WOULD LIKE SOME TYPE OF RESOLUTION. I HAD A TOTAL OF 3 ISSUES IN

ONE TRANSACTION. THE FIRST WAS THAT OUR FIRST DELIVERY WAS ABOUT 40 MINUTES

LATE WHEN THE STORE KNEW WE HAD PLANS THAT EVENING. WE HAD TO CANCEL DINNER

PLANS AND STILL PAY OUR BABYSITTER BECAUSE IT WAS SO LAST MINUTE SHE WAS ALREADY

AT OUR HOUSE. THAT WAS REALLY FRUSTRATING. THEN WE WERE UNHAPPY WITH THE

MATTRESS WE GOT AS IT LEFT MY WIFE'S BACK IN SERIOUS PAIN SO WE CAME BACK TO

RETURN IT. THIS IS WHERE THE 2ND ISSUE COMES IN. THE SALESPERSON KEPT TALKING

ABOUT HOW EASY IT WAS TO RETURN IT IF IT DOESN'T WORK OUT BECAUSE YOU HAVE THIS GREAT GUARANTEE ON ALL OF YOUR PRODUCTS. WHAT HE NEVER SAID WAS THAT WE HAD TO

EXCHANGE IT NOT GET A REFUND.

SO

WE WERE FORCED TO CHOOSE ANOTHER MATTRESS EVEN THOUGH WITH HER

BACK PROBLEMS WE WANTED TO GO WITH A SLEEP NUMBER BED. SO WE EXCHANGED IT AND

THEN SAID WELL AT LEAST WE CAN BRING IT BACK IF THIS ONE DOESN’T FIX THE

PROBLEM AND THE SALESMAN SAID NO WE ONLY GET 1 EXCHANGE. SO THE FABULOUS GUARANTEE HE SOLD US ON THAT MADE IT SOUND LIKE WE COULD JUST RETURN IT NO QUESTIONS ASKED,

TURNED OUT TO BE EXCHANGE ONLY. BUT HE THEN LED US TO BELIEVE THERE WERE NO

LIMITS ON EXCHANGES. HE ALSO NEVER TOLD US THERE WOULD BE A $250 FEE FOR THE

EXCHANGE. THE 3RD ISSUE CAME AFTER WE LOOKED AT THE AWESOME WARRANTY THE SALESPERSON

TOLD US WE WOULD GET. HE KEPT SAYING HOW GREAT THIS 20 YEAR WARRANTY ON THE

MEMORY FOAM MATTRESS WAS AND WE WERE EXCITED. WHEN YOU PAY THAT MUCH YOU WANT

PROTECTION.

WHEN

WE CHECKED OUT AT THE STORE HE SAID OH WELL THE GOOD NEWS IS YOU WILL SAVE SOME

MONEY SINCE YOU ONLY REALLY NEED THE MATTRESS AND NO BOX SPRING. WHEN THE NEW

MATTRESS CAME WE REALIZED THAT THE WARRANTY IS VOIDED IF YOU DO NOT HAVE THE

PLATFORM THAT GOES WITH THE BED. WELL HE SHOULD HAVE TOLD US THAT WHEN WE WERE

MAKING OUR CHOICE AT THE STORE. IF WE KNEW THAT WE WOULD NOT HAVE EVEN GOTTEN

MEMORY FOAM BECAUSE IT WAS WAY OUT OF OUR PRICE RANGE AND HE KNEW THAT.

SO BASICALLY WE HAD TERRIBLY DELIVERY, THEN THE SALESPERSON CLEARLY MISLEAD US

TO MAKE A COMMISSION AND I FIND THAT REPREHENSIBLE. I WOULD LIKE TO KNOW WHAT

YOU ARE PREPARED TO DO TO MAKE THIS RIGHT. AT A MINIMUM I WANT THE RETURN FEES

($250) AND DELIVERY FEE ($100) RETURNED TO ME ($350 TOTAL) BUT I STILL DONT

KNOW HOW TO ADDRESS THE FACT THAT WE WERE KNOWINGLY SOLD SOMETHING THAT IS OUT

OF WARRANTY, BUT WERE SOLD ON THE WARRANTY.

February *, 2014, after receipt

of the consumer’s above e-mail and as a courtesy to the [redacted]’s a request

was submitted to upper management on their behalf requesting the waiving

of the Comfort Exchange fee of $150.00 and the transportation fee of $99.99, this

request was denied and the [redacted]’s were responsible for the standard company-wide fee. Sleepy’s was surprised to receive this complaint from your office with the

consumer allegations of merchandise being sold to him compromising their manufacturer’s

warranty as detailed above and attached invoice the mattress the consumer is

raising a concern regarding was never

purchased with a foundation on the original sale. The consumer relayed that the mattress (Sealy

Posture-pedic) was being utilized on a platform surface which is not a condition that voids the

manufacturer’s warranty. The use of a platform is more than substantial support

in accordance to the manufacturer’s guidelines.

Upon receipt of this complaint [redacted]’s account was accessed

and reviewed as the consumer was advised prior we are unable to offer a refund of the Comfort Exchange fee or the

delivery fee totaling $250.00. Since we have re- reviewed the [redacted]’s

complaint, we believe that no further responses are required at this time. If you have any further questions please 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:

They made a number of false claims and misrepresentations in their dealings with my wife and I. When I called customer service I was told that my warranty was voided because we did not have the specific platform that goes with the mattress now that I filed this complaint I am getting a different story. I want something in writing that tells me that the warranty is not voided based on using my current box spring and I also want some other type of restitution for fraudulently representing the "return" policy. I am willing to change my demand from the $349 but I will not simply go away.

The purpose of this claim is because I tried on my own and got no where with Sleepys. This was the next step so that we can avoid litigation. I would appreciate coming to an agreement but I need something in return.

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 appreciate you offering the foundation to me, but my question is what does it cost me and are you willing to give me a discount?

Thank you.

I have left [redacted] a voicemail to find out this same information but this will be the 3rd message and I have not yet had a call returned. I will also directly follow up in an email to her to find out. Please have someone get back to me. I am not willing to spend a ton more money so the cost is pretty important 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 [redacted] fourth rebuttal.

As stated in several responses/rebuttal provided prior it has been communicated clearly there are no monetary funds being requested of the consumer. [redacted] is not required to directly speak with me for this accommodation to be processed. The parameters of the offer have also been outlined in several communications, [redacted] simply advising as to his availability to accept delivery of the compatible box spring is the only task required of the consumer.

In recap the basis of the consumer's original complaint was not being offered the compatible foundation and/or not being advised of guidelines of the manufacturers warranty. We have since attempted to resolve his concern with the above posed offer of delivering the matching foundation at no cost. The consumer has the option to accept or decline this generous accommodation. If [redacted] would like to schedule the delivery of the box spring he can reach out to me at the e-mail address provided as [redacted] to have this coordinated.

Review: Was promised 2 separate refunds each of $150. .

During the financing process, the sales assoc. lost my drivers license and credit application. I had to join a credit ID guard, I also had to cancel a mortgage test due to no Drivers license. My credit and personal information was not safeguarded by the store and caused time off work, to get another DL, $300 cancelation fee for a national mortgage test that I was not able to take due to no DL. I was promised by the [redacted] that $150 credit would be issued and was promised by the corporate office that an additional $150 credit would be issued. Neither has been done.Desired Settlement: I have spent entirely to much time with this problem. I want full credit of the entire purchase and be done with them. Laws that companies are suppose to safeguard ones personal information. Losing a drivers license and a credit application full of my personal information is a big problem.

Business

Response:

Case #: [redacted]

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

[redacted]’s account has been accessed and reviewed; our records indicate two refunds has been transacted over to the [redacted] the financial institution.

On October **, 2014, the amount of $299.89, and on October **, 2014, the amount of $150.00 was transacted over to [redacted] Financial, for a total refund issuance of $449.97. At this time there are no additional refunds being offered. Since we have resolved the complaint, we believe that no further responses are required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-####.

Review: I am entitled to a refund of $74.10 and have the original receipts to prove the amount. I also spoke with two separate reps on the phone and they both verified could see amount due to me on my account. Neither could explain why I had not yet had the refund sent to me until I phoned. In the time between the original purchase and my phone call today 8/**/13, I had a separate unrelated issue with my debit card and the card had to be cancelled with a new one issued, so they would be unable to refund the amount to the card (as they should have done weeks ago) and I now need a check. They said I would have to get a notarized letter from my bank stating my account is closed and that I could have a check mailed to me. This is insane as I have never heard of anything like this before, and why should I have to do all of this to correct their original lack of responsibility?Desired Settlement: I would like them to mail me a refund check to the same address they delivered my mattress. Or I could go and pick up the check from the location I purchased the mattress. What I am not willing to do is drive to my bank and pay for a notarized letter to "give them permission" to mail me a check.

Business

Response:

Review: I purchased a mattress back in October 2014 with the sleepy's mattress pad protector. My daughter had an accident on our bed and it went through the pad. GM Warranty came to my home to try and clean it and guy said spot couldn't be cleaned and his company would contact me about replacement it was deemed that they would replace the mattress free of charge. However this has been going on since November 2015 and have yet to be contacted by sleepy's for replacement. I have called GM Warranty numerous times and every time get a rude girl named Avita who can not help me. I am sickened that I spent as much money on a mattress and pad with a warranty agreement that is not being honored.Desired Settlement: I just would like sleepy's to hold up to there warranty deal and replace the said mattress.

Consumer

Response:

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

Sincerely,

Review: We purchased a mattress and box spring set. Within weeks the mattress top began to pucker. After weeks of waiting, which included a home inspection of the mattress, we learned that due to a defect the mattress would be replaced. When delivery was scheduled we were informed that would be a $99. charge assessed. Why should anyone have to pay to have a defect product replaced?Desired Settlement: Replace the mattress at no charge.

Business

Response:

Case #: [redacted]

On

December *, 2013, [redacted] contacted our Customer Service Department claiming

that the mattress she had purchased from Sleepy’s in September of 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. Pursuant to the terms of the

warranty, Sleepy’s agreed to exchange [redacted]’s mattress only.

Under

the manufacturer’s guidelines, the transportation fee is not covered under the

warranty. Dissatisfied with having to pay a delivery charge, [redacted] filed a

complaint with your office. Sleepy's Customer Relations Department was able to

speak to [redacted] on January **, 2013.

[redacted] was advised as an

accommodation, the delivery fee charged would be refunded. However, the fee

would be charged for any future warranty claims.

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 ###-###-#### 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've purchased several beds from Sleepy's. I was sold a bed based on an assessment I completed in their store. It was more than I'd imagine spending but was convinced that because I spend a third of my day sleeping I shouldn't go for the cheapest product and if I wasn't satisfied I'd have a lifetime return policy. Needless to say my sleeping experience continued to deteriorate and I went take advantage of the guarantee that was promised at the time of purchase. After all, I spent approximately $3K on a bed this should last more than 2 years. I was turned down for the warranty because the bed didn't sink by 1.5 inches. Although I wake up with a sore back everyday, the bed didn't sink enough so I am stuck with the product. I spoke to a manager at the corporate office (Chris [redacted]) and shared my experience. After debating about how this isn't a Sleepy's issue and it's a manufacturing issue, I convinced him how poor of an explanation that was and that as a consumer I can easily buy my bed elsewhere. Why would I allow another certified assessment pick the wrong bed or allow to be deceptively advertised to. He told me to go to the store and pick out another bed, at that time, have the salesperson call and he would provide a substantial discount for the experience. I did just that, tried to find another bed (at Sleepys). I even tried to upgrade the bed from a different manufacture in hopes that I wouldn't have the same experience. I did all of this only to be told...that type of bed wasn't included in the offer. I was even laughed at, as if I were to know that this bed was an exclusion item. I can't imagine this is the service or reputation Sleepy's wants to be known for however maybe I am just one customer and life goes on. Nonetheless, I will let my voice be heard and allow another retailer benefit from the new bed purchase(s) for my family.Desired Settlement: Honor the original agreement when I purchased the bed and apply the amount I spent on this bed toward the purchase toward ANY bed you sell.

Business

Response:

Case #: [redacted]On July **, 2015, the [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased in October 2012 was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer which enabled them to capture and depict the areas of their concern. The consumer’s submission was reviewed in accordance to the manufacturer guidelines and revealed the mattress and box spring in fact met the manufacturer’s standards and therefore was ineligible for warranty replacement. Pursuant to the terms of the warranty (see attached), Sleepy’s denied the [redacted] request for a warranty exchange. On October **, 2015, a member of our Customer Relations attempted contact and reached [redacted] where she detailed their complaint wholly. The consumer is aware the manufacturer requires the indentation to be one inch and a half or greater (1 ½) for a defective to be deemed however; the expressed concern was a described alleged hump in As you can understand, although customer satisfaction is our primary goal, Sleepy’s cannot process a warranty claim without documented defects. In the pursuit of Customer Satisfaction the manufacturer has been directly contacted and advised of the consumer’s concern in regards to the merchandise, we are currently awaiting their reply and will follow up with the consumer to advise of the manufacturer’s response. If you should require additional information or in need of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted] to further discuss.

Review: Defective king size mattress two years old with high ridge down entire middle length of bed. Twenty year warranty. Sleepy's will not proceed with letter of credit so we can have them pick up their defective bedding and allow us to re- purchase non defective bedding. Multiple calls and emails. They won't budge - only offer in a discount on purchasing a replacement without honoring the warranty. We paid two thousand dollars for a high price item that is a total lemon. They will not stand by their products as claimed. We want the letter of credit in order to purchase a new mattress without major lumps and ridges.Desired Settlement: Letter of credit for entirety of initial payment. Sleepy's to pick up defective item once we receive such letter

Business

Response:

Case #: [redacted]On May **, 2015, the consumer contacted our Customer Care Department with claims of the mattress sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer to capture and depict the areas of their concern. This in-home self-inspection process is provided to all consumers in regards to warranty claims and requires completion to evaluate the merchandise in question.On June **, 2015, the consumer provided the required information to assist in the assessment of her mattress in accordance to the manufacturer guidelines. It revealed the consumer’s mattress was in fact performing up to the manufacturer standards. Therefore; pursuant to the manufacturer’s warranty the [redacted]’s request to exchange their mattress was denied (see manufacturer’s warranty). On June **, 2015, the consumer was contacted via phone by our Warranty Support Department where a detailed message was left asking the consumer to contact us directly at [redacted].On June **, 2015, an additional attempt was made to reach the customer and advise of the results of the in-home self-inspection. The consumer was attempted at ###-###-####, the number was no longer in service; the alternate number ###-###-####, was attempted and a detailed message was left. On June **, 2015, an another attempt to reach the consumer was made at ###-###-####, where the consumer was reached and advised the inspection detailed her merchandise performing up to the manufacturer standards. The consumer expressed her dissatisfaction advised she wanted to contest the results and requested a copy be mailed to her residence. This request was honored and a copy was mailed. On June **, 2015, the consumer phoned back into our Customer Care Department now with claims of the in-home self-inspection results being incorrect. [redacted] advised the representative that she was going to stop payment on the July 2013 purchase and requested an independent third-party be dispatched to her home. [redacted]’s request was honored. On June **, 2015, the consumer was contacted by the independent third-party inspection company and the inspection was scheduled for June **, 2015. The third-party independent inspection company delivered measurements that revealed that the mattress and box spring met the manufacturer’s standards and therefore was ineligible for warranty replacement. Pursuant to the terms of the warranty, Sleepy’s denied the [redacted]’s request for a warranty exchange (see attached). On July *, 2015, the [redacted]’s were contacted at )[redacted], where they were advised the merchandise is in fact performing up to the manufacturer standards and was not eligible for a warranty exchange at this time. As an alternative option the consumer was extended the option of accommodating pricing or a second inspection within a six (6) month time frame to allow additional body conformity. The consumer dissatisfied with the inspection results requested to speak with a supervisor. The member of our management team detailed to the consumer the required threshold of the warranty required by the manufacture which is a one and a half (1 ½) requirement; the offer of accommodating pricing was reiterated. The consumer requested to speak with the manager’s superior. On July **, 2015, the consumer contacted out Customer Care Department once again demanding a store credit reflective of her mattress purchase price. The consumer was reminded her merchandise was in fact performing up to the manufacture standards and a warranty exchange/store credit was unable to be offered. Dissatisfied with the results of both inspections the in-home self-inspection and the third-party independent inspection the consumer filed a complaint with your agency. On August *, 2015, a supervisor from our Consumer Relation Department attempted contact with the [redacted]’s and reached [redacted] where as an immediate resolve a partial credit in the amount of $600.00, plus tax was being offered in conjunction with accommodating pricing or the offer to re-inspect the merchandise in sixty-ninety (60-90) days utilizing the in-home self-inspection kit to confirm if any additional body conformity has occurred. [redacted] will like to review the offer and will follow up at a later time. If I may be of further assistance please contact Chanda N[redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here]

We are requesting a letter of credit to enable us to have the defective mattress picked up after we have purchased a reliable substitute mattress. 600 credit on a 2000 dollar defective item isn't fair. Why must we wait and re- do the inspection? We are forced to sleep on a lumpy bed with a hard ridge in the middle which spans the length of the bed. Sleepy's continues to promote itself as THE sleep professionals. They are good at sales and awful at customer support and satisfaction. We will continue to work towards a deserved full letter of credit, and expect Sleepy's to follow through in a timely manner. A 20 year warranty should support our complaints - we purchased our bed with the warranty as a major factor.

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]. While we are aware of the consumers dissatisfaction with the king size Kingsdown Ashleigh plush the merchandise has however; been inspected two (2) times, as mentioned in the previous response. One set of measurements were captured via the consumer by utilizing the in-home self-inspection kit. The measurements obtained did not capture or depict a manufacturer or structural defect. The second sets of photos/measurements were gathered via the neutral third-party independent inspection company, as the consumer requested. This also revealed, no manufactural and structural defects were present, identified or observed; and the bedding set did not meet the required threshold of a one inch and a half (1 ½). The [redacted]’s are requesting a store credit reflective of the mattress purchase price unfortunately; we are unable to honor the consumer’s request, unless a manufacturer or structural defect has been identified. In an effort to assist the consumer with an immediate resolve the offer of a store credit in the amount of $600.00, was extended the consumer has refused this offer via his rebuttal. It is suggested the consumer review his warranty card for clarity on guidelines of the manufacturer. At this time as the offer remains the same a store credit of $600.00, plus tax or a second inspection within the allotted time frame of sixty-ninety (60-90) days. To assist with the coordination of the second inspection or to assist with the accommodating pricing offer the consumer can contact me directly 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]

We will only be satisfied with a full letter of credit for a seriously defective product . We are dismayed that we are being asked to wait yet another three months, at which time we have to repeat the self inspection kit from mattress marshals ( through Sleepy's ) We are disappointed to have the process drawn out over time when there could be an expedient response We are frustrated by Sleepy's prolonging satisfaction of true customer service on a high ticket item which carries with it 20 year warranty Both the company that manufactured the mattress and the mega company that sells the product should easily be able to expedite customer dissatisfaction and follow through in a timely manner . Ms Chandra N[redacted] and I have spoken ; the only recourse given us is the three month wait which we find ridiculous and frustrating .

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

Sincerely,

Review: I purchased a bed frame and mattress on 7/*/14. I was told that both would be delivered either Wed 7/*/14 or Friday 7/**/14. I received a call on Monday 7/*/14 from the salesman stating that the bed was out of stock and could not be delivered until 7/**/4. I had already disposed of my son’s bed to make room for the new bed. The salesman admitted that he knew the bed was out of stock when he sold us the product on 7/*/14 but did not inform us of this fact at the time. We agreed to take delivery of the mattress and wait for the bed frame to be delivered later since my son no longer had a bed. The mattress was delivered on Wed 7/*/14. I inspected the label on the packaging and matched it up to the item number on my receipt. The delivery truck left. Upon further inspection, I noticed several labels with information regarding varying size mattresses on the packaging. I also noticed that the fabric pattern on the mattress differed from that of the model in the store. I went back to the store and took a picture of the label attached to the mattress we had chosen and then compared it to the mattress which was delivered. The mattress that was delivered to me did not match the one I was sold. I visited the store website and discovered it was considerably inferior in quality. I became suspicious that Sleepy's had intentionally mislabeled the item or repackaged a used mattress. I called the salesperson and was guaranteed that the correct mattress would be exchanged before 8:00 am on Friday 7/**/14 so that I would not have to take additional time off work for the exchange as I had already taken time off to receive the original delivery on 7/*/11. At 8:05 am I called the delivery service only to learn that the mattress would not be delivered until 9:00 am thereby making me considerably late for work. I then chose to cancel my order and was told that Sleepy's had a "no refund" policy and I could not cancel. After many calls and much persistence, I was able to get a verbal commitment that Sleepy's would pick up the mattress and refund my order. They did pick up the mattress. However, I lost two days of work dealing with what I view as misleading and deceitful practices of this company's employees. My main concern is that Sleepy's may be misleading consumers by delivering used or mislabeled mattresses and then may be bullying them into paying for inferior products and service. Had I not made a trip back to the store, I might have paid for an inferior, possibly used mattress. Had I not been as persistent with customer service, I would have been forced to give what I view as an unethical company my business by not receiving a refund. I feel strongly that so many issues with one purchase are not coincidental and should be investigated to prevent these potentially illegal practices from happening to other consumers.Desired Settlement: I am hoping that the refund that was promised to me will be honored but am concerned that the company will not honor its word.

Business

Response:

Case #: [redacted]

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

In response to the consumers concerns Sleepy’s deals directly with the manufacture’s which provides newly constructed merchandise. In regard to [redacted]’s refund it has been issued as of July **, 2014, the consumer must allow five to seven

(5-7) business days for the refund to reflect.

If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

Review: My mattress begun sagging approximately one year after I received it on 03/**/2012. I called three times in attempt to exercise the warranty and have the mattress replaced. I was told that a company would contact me to inspect the mattress but I have yet to receive a call or visit for the inspection.Desired Settlement: Exchange of damaged mattress with comparable new mattress.

Business

Response:

Case #: [redacted]On February **, 2011, [redacted] received delivery of a Kingsdown 200 series Blue/Red king size set mattress, box spring, king size bed liner and one set of king size sheets. On December **, 2011, [redacted] contacted our Customer Care Department with claims of the mattress sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the mattress. The inspection results revealed that the mattress did not meet the manufacturer’s guidelines and, therefore, was eligible for a warranty exchange. In accordance to the manufacturer’s warranty [redacted]’s store credit was reflective of the amount he invested in his mattress which was $826.70, plus tax. This enabled [redacted] to utilize his store credit towards any new mattress of equal or greater value. If the new merchandise is of greater value, he would have been responsible for the difference in price, plus tax. On July *, 2015, Sleepy's corporate office was surprised to receive this complaint from your office with [redacted]’s claims of not being contacted by the third-party independent inspection company. Unfortunately; Sleepy's warranty process does not entail a third-party independent inspector’s visit to the home. The consumer is provided with the necessary in-home self-inspection kit required to complete the inspection process by capturing the required measurements and photos. Our records indicate the consumer has been previously provided the in-home inspection kit since December **, 2014. To date we have no documented communication from the consumer into our Customer Care Department where all incoming and outgoing calls are recorded to advise non receipt of the self-inspection kit. At this time it is the consumer’s responsibility to utilize the contact information below to coordinate the release of a second mailing of the in-home self-inspection kit. If I may be of further assistance please contact [redacted] at ###-###-#### or [redacted].

Review: We purchased a bed in February of 2013 is is a gel foam mattress with an adjustable base. The gave us the run around and we didn't get delivery until Apri, we paid a delievery fee for the bed to be brought in. I have multiple back issues and bought this bed for some relief. Since we have had the bed, it is starting to seperate from it's base parts and leaving a 6" gap on the outsied of the bed causing me to have a lot more back pain again. Sleepys sent out a persone to inspect the bed, he came on 11/**/13 anf today 11/**/13 I recieved a ltter ataing that we are eligable for a refund and replacement but we have to ay over $100.00 for delivery again??? Not going to happen, I was then put on hold when I called customer service for 20 min. and told in the long run I can pay $49.00 and then they will deliever my bed. This is not a comfort exchange, the bad is defective!!!Desired Settlement: Deliiver my bad with no delievery fee, they have to pick up the defective mattress anyway!

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.

I went to my local Vine land [redacted] at the Cumberland Mall and spoke to [redacted] and he was fantastic he fixed our bill and had our new mattress delivered the next day (today) 11/**/13 with no delivery fee. As far as I'm concerned the matter is fixed but by [redacted] not corporate office. Thank you very much