Sleepy's

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

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

Business

Response:

Case #: [redacted] contacted our

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

September **, 2008 was sagging. Since

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

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

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

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

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

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

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

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

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

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

Upon receipt of this complaint,

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

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

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

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

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

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

If we

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

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

or [redacted].

Consumer

Response:

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

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

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

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

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

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

Business

Response:

Case #:

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

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

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

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

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

manufacturer’s standards.

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

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

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

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

set was close to being defective.

On February **, 2014, we

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

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

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

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

2014.

Since [redacted]’s complaint has

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

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

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

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

Business

Response:

Case

#: [redacted]

Mattress Discounters is in

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

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

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

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

that would total $819.83, including tax and delivery.

Our records indicate the order

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

back to her Visa credit card used.

We sincerely

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

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

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

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

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your

inquire regarding [redacted]i.

As you can understand, and as

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

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

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

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

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

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

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

Sleepy’s was surprised to

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

fee was dramatically reduced from the

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

the exchange of the mattress was

completed on February *, 2014.

Since we have previously

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

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

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

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

Consumer

Response:

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

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

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

must charge its customers a delivery fee to defray the administrative

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

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

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal

regarding [redacted] & [redacted] to reiterate the previous response.

While we do appreciate the consumer’s

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

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

merchandise”

As stated in the previous response the

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

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

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

that no further responses are required.

If

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

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

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

Business

Response:

Case#: [redacted]

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

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

Recently [redacted] placed a warranty

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

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

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

steam cleaning company to remove the stain.

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

understands and will wait for an appointment.

If you need further assistance you may contact [redacted] at ###-###-#### or via email [redacted].

Consumer

Response:

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

[Your Answer Here]I used the cleaning solution from [redacted] and it made my mattress worst. The stain got bigger and it has this horrible chemical odor. This is so ridiculous! I wasted my time and effort to clean the mattress with their false product.

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

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

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

Sincerely,

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

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

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

set up an appointment with [redacted].

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

are stains on the mattress.

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

or via email [redacted]

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

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

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

Please help me.

Sincerely,

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

Business

Response:

Case #: [redacted]

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

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

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

Review: 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: 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: 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].

Sleepy's has a policy of giving a 4 hour wait window to deliver a mattress. They do not give any courtesy calls to let you know where in the schedule you are and it is up to the customer to call their 888 number to try to ascertain where in the delivery day you are scheduled. Then, for me, they were over an hour late. I waited over 5 hours for the delivery driver to call me to tell me he was going to be even later. There's no regard for the customer. I cancelled my order. I complained to their headquarters. They apologized but they still have the abisive customer policy of not being informative. I will never recommend Sleepys to anyone. In this bad economy you would think that they would treat customers with more respect and value.

Review: Back in March my husband & I purchased a new mattress, boxspring & frame from Sleepy's. After delivery we noticed the frame was crooked. They had set the bed up wrong & had to come out & fix it. Then the frame developed a squeak, they came out again & "fixed" by shoving tissue in to alleviate the noise. Then a month or so later the mattress started to sink. After tons of phone tag they finally sent out a person to inspect the mattress & determined in fact the mattress did sink & was defective. We were issued a credit for a replacement. HOWEVER.... They refuse to give us the new mattress unless we pay $100 delivery charge plus tax. They sell us something defective & we have to pay a delivery fee to exchange it??? My husband even offered to drop off the defective mattress and pick up the new one & was told "that's not allowed"...After my husband (unsuccessfully) tried to deal with many different people finally today I spoke with someone identified as Keyna who was "higher than a [redacted]". He said there was nothing he could do but reduce the fee down to $49.95. I then reiterated what I told the "[redacted]" below him whom I had just been speaking & asked when I could expect someone to be out to collect everything, defective mattress, box spring, and frame. He said that there are no refunds after you accept delivery. So I said, okay....say I pay your $100 or $50 fee what is preventing me from getting another defective mattress which would cost me yet another delivery fee. And assume I pay that then I get yet ANOTHER defective mattress and have to pay yet another delivery fee. He said they would "assess" and "determine" if the deliver fee should be waived at that time. To which I replied that there was no way to guarantee that I wouldn't be charged & he said that was correct. So in effect we could end up paying hundreds of dollars in delivery fees for the replacement of defective mattresses. He said that was unlikely. However there is no way to prevent this from happening.Desired Settlement: I want Sleepy's to give us the replacement mattress with no delivery fee. I also want the store to change its policy. This is no way to treat customers who, in good faith, make a purchase from them and then the store doesn't stand behind what it is selling.

Personally I will never do business with this company again after this fiasco.

Business

Response:

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

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: On Friday August ** 2014 I authorize a delivery of a product (DAYBED)! At 2:16 pm I received an called from someone notifying me that they have arrived to my address to delivery my Daybed! Unfortunately this address was my former address:( I explained that I had moved and would greatly appreciate my Daybed today NO MATTER WHAT Customer Service called at 2:43 pm and explained that due to other items that had to be delivered my item will be REDELIVERED! I felt BETRAYED and HURT that SLEEPYS did not think my order (DAYBED) was WORTH delivery to my NEW address:-)!!! Also, I called CUSTOMER SERVICE upset and crying stating that I want a FULL refund! The representative was courteous stating that I would get a FULL refund the NEXT day! This is NOT acceptable I STILL DO NOT HAVE A BED TO SLEEP ON and NOW I have to WAIT to GET a REFUND!!!!!!!!Desired Settlement: Refund. The DESIRED outcome is that SLEEPYS needs to HONOR an Agreement to DELIVER store brought items, especially if the ITEMS are to be delivered within 30 miles of their Store Customer Service needs to be in the STATE where their PRODUCTS are Sold My item (product) was purchased in RICHMOND, VIRGINIA and the CUSTOMER SERVICE representative I spoke to was in HICKSVILLE, NEW YORK!

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] funds in the amount of $415.98, was restored to her Visa Card last four digits [redacted].

We sincerely apologize for any inconvenience [redacted] may have experienced. Since we have restored [redacted]’ funds, we believe that no further responses are required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

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: 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: In mid September I purchased a mattress for my mom. She is very sick and was in the hospital at the time. Her old mattress was over 30 years old and needed to be replaced. I went to Sleepys to purchase a firm twin sized mattress. I was brought to an area in the back with very few dusty twin sized mattresses. They were standing up; it wasn't even possible to test them out because they weren't on box springs. The salesman did the best he could and found a box spring we could use. I picked out a mattress that was $299. I was then told that they do not stock twin mattresses, that it had to be shipped from the warehouse. So in addition to the $299, there was $20+ in tax added to that - plus they charged a $40 delivery fee. So we're now talking over $350. We had to pick the mattress up at the store and brought it to my mom's home. She was still in the hospital at the time, so the bed went unused for a couple of weeks until she came home. When she returned home on 10/**, as the days went by, she started complaining of a "pothole" in the matress that she was getting stuck in. I tried it out myself, and yes, there was something wrong. So I called Sleepys to see what could be done about the situation and I was told that if I had called within the first 30 days, they would have replaced it - but because I called on the 32nd day, they had to send out a inspector - which they did. It was determined that the mattress was defective and within a week or so I received a $299 Sleepys voucher in the mail for another mattress. I called [redacted], but was completely dissatisfied with the information I got. First of all, where is the $20+ in tax that I paid? That was NOT refunded. Furthermore, when I go into Sleepy's to pick out another mattress, they are telling me that I am expected to PAY THE $40 SHIPING FEE AGAIN - even though they sold me a defective mattress!!! I'm already out $50+ between the tax they didn't return and now they want me to pay for the delivery AGAIN??? I AM FURIOUS!Desired Settlement: I want the FULL AMOUNT that I paid for the mattress, including the tax. And I want the delivery of the new mattress to be FREE! THEY SOLD ME A DEFECTIVE MATTRESS THAT I PAID TO HAVE DELIVERED! WHAT LOGICAL REASON SHOULD I HAVE TO PAY AGAIN FOR DELIVERY??? And if this is how they are treating all of their customers when mistakes (defective mattresses, etc.) happen - they shoud be put out of business. This is [redacted]! I NEED HELP!

Business

Response:

Case #: [redacted]

On

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

that the mattress she had purchased from Sleepy’s in September **, 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, and the box spring was not. Pursuant

to the terms of the warranty, Sleepy’s agreed to exchange the mattress only.

On

November *, 2013, Sleepy’s mailed a store credit letter to [redacted] in the

amount of $299.99, plus tax. [redacted] was advised that she would be

responsible to pay the transportation fee. Pursuant

to the manufacturer’s warranty, which clearly states “The warranty

does not apply to and excludes: Transportation, inspection or removal costs of

product”, Sleepy’s must charge its

customers a delivery fee to defray the administrative costs that Sleepy’s

incurs in connection with such exchanges. In addition, since the delivery

personnel are independent truckers, not employed by Sleepy’s, we must charge a

delivery fee in connection with all deliveries, as we are required to pay the

independent trucking companies.

Dissatisfied

with having to pay a delivery charge, [redacted] filed a complaint with your

office. Customer Relations representative spoke to [redacted] on November **, 2013

and as an accommodation waived the delivery fee.

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]