Sleepy's

I have purchased a mattress from sleepy that the salesman recommended to me. He also recommended that I do not necessarily need a frame to the bed, the floor is more than enough for proper support. Little time after I have used the mattress it began to sink and the dents in the bed have become very unbearable. I have been recently sleeping on the floor rather than the bed. I called the sleepy's where I made the purchase and they again assured me that this specific brand of mattress has been recalled because of the defects it possess. I have been trying to make y insurance claim and it has been nothing but a head ache with the [redacted] company. I have only owned the mattress for a little over a year now and this problem has been going on for about a year now. This problem should have been solved a long time ago.

Review: In 2010, purchased Kings Down mattress set from Sleepy's in [redacted]. Spring of 2013, began to develop shoulder pain, back pain and general discomfort while sleeping. Contacted original salesman who directed me to warranty department. Department sent rep. to house for examination of mattress.Received letter shortly after that mattress was deemed to be "defective" and given credit for mattress. At store, told that I was no longer a new customer, so I am not given the discounts that new customers are given on mattresses. Also new mattresses require different box springs than the ones purchased in my "set", so I have to purchase those as well. All said and done, I would be charged $1100 on top of the approx. $1500 credit to replace the defective mattress. Outraged, I was directed to customer service. Customer service stated they couldn't help and sent to a supervisor. [redacted] claimed box springs were not defective so I'm not getting credit for them; eventhough they are not able to be used with a new Kings Down mattress. [redacted] stated he can give me a discount on the replacement mattress, but I can't expect to receive an even exchange for the "defective mattress". [redacted] then told me to buy the new mattress with the old style box springs. Salesman stopped him and told [redacted] that my box springs cannot be used with new mattress and that the new mattress with older box springs would cause additional back and shoulder pain because of support issues. [redacted] said I cannot expect to exchange "defective set" for a replacement set. Contacted Warranty support also. Warranty support reiterated [redacted] and made it very clear that "I am not a new customer anymore and cannot expect to get the discounts or benefits that new customers do". Also he furthered that "I" must understand that Sleepy's must remain profitable at all costs. Best part, before he gets off phone with me rep says: "By the way, whatever you choose to do, the Labor Day sale ends on Monday and your credit on the defective mattress only lasts six months"..Not a millimeter of care, understanding or attention to what occurred or what the issue was.Desired Settlement: Originally, I wanted the credit for the "defective mattress set" that I purchased so I could apply it to a new set. After experiencing the complete disrespect, lack of integrity/ professionalism and belittlement as a customer from this company, I am demanding a full replacement: Kings Down mattress of equal quality and 2 box springs at no cost at all. I have never felt or experienced such lack of care and professionalism from a company. I was treated like a complete worthless entity.I really would love to express my true feelings about the manner in which I was treated, but I am a professional and refuse to lower myself to those standards which obviously this company and their staff/[redacted]s operate.

If I am not satisfied in the above manner, I am keeping the "defective mattress set" and all documentation/ confirmation of such defect. My intensions are to proceed with this matter further through a local news channel that I am in constant contact with. I have already arranged to have this matter brought to an anchor specializing in broadcasting such issues. Obviously, I have secured legal advisory as well.

Business

Response:

Case: [redacted]

Review: I originally purchased my mattress at Sleepy's located at [redacted]. When I purchased the mattress, I was told that the warranty included a 10 yr. 100% money back guarantee and from 10-20 years it would be prorated it there is a covered warranty. In the past, I purchased all my mattresses from Sleepy's. I lived in New Jersey for 35 years , but I moved to Florida in 2013. ON September **, 2008, I received the mattress in this dispute. I contacted Sleepys in early July 2014 because my wife and I realized the mattress is sagging and not giving us the back support it should. We are both suffering from back pain and went to the Doctor for the pain. We both have had MRI's done that show there is back damage. Sleepy's sent a company called "Bed Check" to examine the mattress on July *, 2014. WE received a letter from Sleepy's stating that the mattress is deemed "Not Up to Manufacturer Standards".

I received a credit memo from Sleepys for $1,561.09 plus tax ($1,670.37). Along with this credit memo were unrealistic demands. I have to go to there show room, which there are none in Florida or order a mattress online. I cannot order a mattress online, I need to feel the mattress and buy the one that suits our backs.

I asked Sleepy's if they work with a local mattress dealer here in Florida that I could deal with. They said they do not work with anyone in Florida.

I feel Sleepys should send me a refund check for the credit memo I received so I can purchase the correct mattress for our backs. The doctor has given us a prescription for a mattress. When we purchased the mattress, we were told that there is a 10 year money back guarantee, now they want to make up rules as they go.

Sleepy's knows I now reside in Florida when they sent over the company to examine the mattress, why would they send me a credit memo that they know I cannot possibly redeem in their store.Desired Settlement: I want Sleepy's to send me a refund check for $1,670.37 as per the terms of the original sales money back guarantee warranty.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the complaint regarding case #[redacted]. On July

**, 2014, [redacted] was contacted by Sleepy’s Customer Relations Department regarding

the $1670.36 store credit issued for a warranty claim that deemed the Classic

Posture Temp king size mattress defective.

At the time of purchase [redacted] lived in New Jersey. Now [redacted]

lives in Florida, where we do indeed have the capability to deliver her a new

mattress but do not have store fronts, in which [redacted] can try out

mattresses.

Dissatisfied with this, [redacted] did not want to make a selection over the phone or online. So we suggested that she try out mattresses

at a competitor so we can assist in finding the comparable comfort level in one

of our mattresses, made for Sleepy’s.

Since we have come up with solutions that should work for [redacted], 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 find that this resolution is satisfactory to me and the matter has been resolved. [redacted] did a great job communicating with me and I am happy with the resolution and her willingness to satisfy me.

Sincerely,

Review: I purchased a mattress and the material began fraying, after just 3 months. It has been covered with a mattress cover purchased at Sleepys the entire time, it is well cared for. The mattress material is defective.Desired Settlement: I would like the mattress to be replaced.

Business

Response:

Case#: [redacted]

On January *, 2014 [redacted] contacted our Customer Service Department to advise that

the fabric on her mattress was defective and it was showing signs of wear and

tear. Although this is an issue that is not covered under the manufacturer’s

warranty, we set up an inspection with our third party independent inspection company.

On January **, 2014, we sent the customer the inspection results, which revealed

that the mattress was up to standards and the fraying of the fabric is not

covered under the manufacturer’s warranty.

We spoke to the customer on January **, 2014 and again advised that her mattress

set was up to manufacturer’s standards and could not be exchanged under the

warranty program.

We would like to offer [redacted] accommodation pricing towards another mattress of

her choice. We attempted to contact the

customer on April **, 2014, however, she was not available. We will continue

following up with the customer. If you have any further questions please contact

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

Review: I have purchased a mattress from Sleepys on 09/**/2011, we also purchased the protection covers so this would help us to have a strong warranty as we was told. Our mattress is in tip top condition. The mattress started to sink in the middle after only 2 1/2 years purchase. My fianc and I started to feel us rolling toward the middle of the mattress. We also started to develop sore backs and hip issues. I call Sleepys to have a someone to come and look at the mattress. Once the mattress inspector came to inspect the mattress, he said for Sleepys to replace the mattress, we have to be more than 1 1/2 of the sink age in the mattress. You can see some of the sink age in the mattress with your eye, but to really feel the problem you have to lay on the mattress. Sleepys will not replace the mattress,due to the mattress only being 1 1/2 inch sink age. Our bodies is expericeing pain and stuffiness. All we are asking is for Sleepys to replace the mattress. We have a warranty on the mattress and Sleepys is not honoring the end. Please help us get a good nights sleep.Desired Settlement: All we want is a GOOD NIGHTS SLEEP!!!!!!!! That's all we want and some kind of Customers Satisfaction. Please help us.

Business

Response:

Case #: [redacted]

In August 2011, [redacted] received a Miralux queen size mattress set. In March of 2014, [redacted] contacted 1800mattress.com’s

Customer Service Department claiming that the Miralux queen size mattress was

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

coordinated for an inspection of the merchandise. The inspection report

revealed the mattress was up to the manufacturer’s standards and therefore was

ineligible for a warranty exchange.

Dissatisfied with the results of the inspection, [redacted] filed a complaint with your agency. Contrary to the manufacturer’s warranty and 1800mattress.com’s

well-established policies, but as an accommodation to [redacted] we were able

to overturn the results due to the fact that the photos indicated some

lumpiness in the mattress.

On April **, 2014 the Customer Relations Department of 1800mattress.com called [redacted] to arrange an

exchange of the Miralux mattress only. [redacted] was advised she would be

responsible to pay the transportation fee of $99.99 and any difference in

pricing.

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: Last September, my wife and I purchased a mattress, box spring, pillows, and mattress protector, totaling $2439.93 (including a delivery fee of $99.99) from Sleepy's on Loudon Road. In less than four months, the mattress developed lumps that made it impossible to sleep on comfortably. I filed a complaint, and the company sent out an inspector, who verified that the mattress was defective. On February **, 2014, I got a credit memo authorizing an exchange. Today I presented that memo to a salesman at the store where we purchased the mattress and was told that I would have to pay another $99.99 delivery fee for the new mattress. I told the salesman that I had been sold a defective product and should not have to pay for a replacement, in effect, double charging me for the correct mattress I should have gotten in the beginning. I pointed out paragraph 7 in the sales contract that states in part: "There will be no additional delivery fees for completion of a partial delivery or replacement of non-conforming merchandise." The salesman attempted to convince me that a lumpy mattress did not fit the definition of "non-conforming merchandise" and told me that I would have to pay the additional $99.99 if I wanted my mattress. I contacted the factory's customer service department this morning and was told by a representative that the "non-conforming merchandise" definition applied to mattresses that did not conform to my body while lying on it. If a lumpy mattress that the factory has deemed deficient does not fit that definition, then I don't know what does. The current mattress is not serviceable, and my wife and I need the replacement. The only way I can get a new mattress delivered is by paying the additional $99.99, ostensibly, as the customer service rep told me this morning, to cover gas and other costs incurred by the manufacturer. Although I continued to disagree, arguing that the manufacturer should assume all costs of replacing defective merchandise, in the end I had no option but to pay the second delivery fee if I wanted the replacement delivered.Desired Settlement: I would like Sleepy's to refund my $99.99 by crediting my credit card account and to honor the clear terms of their sales contract that expressly forbids double billing for the return of defective merchandise.

Business

Response:

Case #: [redacted]

On January **, 2014, the [redacted]’s contacted

our Customer Service Department claiming that the mattress they had purchased

from Sleepy’s in October 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 the

[redacted]’s mattress only.

Under the manufacturer’s guidelines,

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

warranty states in clear and concise language: “This warranty does not apply to

and excludes: Transportation, inspection, or removal cost of product” (see attached). Taking into consideration the criteria’s of

[redacted]'s manufacturer’s warranty a refund of the transportation fee in the

amount of $99.99, plus tax cannot be refunded.

We apologize for any inconvenience

this may cause the [redacted]’s. Since we

have reviewed the consumer’s complaint 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 have determined that my complaint has NOT been resolved because:

I have reviewed Sleepy's response to my complaint #[redacted] and have examined the warranty document supplied by Sleepy's. The citation by the respondent is correct; however, the section quoted needs further explication. The warranty indeed does not cover "transportation, inspection, or removal cost of product." When my wife and I purchased the mattress from Sleepy's, we paid the transportation costs of $99.99. When we discovered that the mattress was defective (it did not sag, as the respondent said, but developed bulges that made sleeping impossible), Sleepy's did indeed arrange for an on-site inspection that confirmed that the mattress was defective. We were not billed for that inspection, although, according to the respondent, we should have been under the terms of the warranty, if that reading is correct. When the original mattress arrived, my wife and I paid for the "removal of product," i.e. the old mattress, which amounted to another $$39.98. The only logical conclusion is that the quoted section refers to a non-refundable fee for inspecting, removing, and transporting our old mattress. We are not contesting the fees charged under the terms of that contract.

The sales order invoice issued to my wife and me, document #[redacted] (attached) contains the following language in paragraph 7 under Delivery: "Delivery fees are non-refundable. There will be no additional delivery fees for completion of a partial delivery or replacement of non-conforming merchandise." This section clearly applied to new purchases, not our old mattress. By replacing our mattress, Sleepy's has conceded that the original mattress was defective and therefore "non-conforming merchandise" under the terms of the sales contract. They were not entitled to double bill us for replacing that piece of defective merchandise. We continue to believe that we are entitled to a refund of the double billed delivery fee of $99.99, since the terms of the sales order invoice are explicit and clearly prevent Sleepy's from charging us for replacing a defective mattress that should not have been sold in the first place.

Business

Response:

Case #: [redacted]

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

We have reviewed the consumer’s rebuttal and unfortunately our position remains the same we must charge a transportation fee in connection with all deliveries, as we are required to pay the independent trucking companies. Therefore, the transportation fee in the amount of $99.99, plus tax cannot be refunded.

We profusely apologize for any inconvenience this may cause. 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: The business refuses to honor the terms of the contract regarding "non-conforming merchandise." Their position remains the same, and so does mine. That obviously requires seeking redress in another, more formal venue.

[Your Answer Here]

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

Sincerely,

Review: Purchased a bed in 2008. Still paying for it. We are up to around $7000.00 for a $3200.00 bed.I go to Sleepys at least once a year to complain and the sales people cant understand why we are still paying??? I have made a few late payments over the years but I have never missed a payment.Desired Settlement: Just want to be finished. You should be able to drive this bed for what we have paid for it.

Business

Response:

Case #: [redacted]

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

In regards to the consumers billing concern, unfortunately; Sleepy's is unable to actively assist/review the complaint initiated by the consumer due to the pertinent information has not been provided. Since the consumers order was placed in 2008, required information such as phone number linked to the invoice, customer code, invoice number and/or delivery address. Customer satisfaction is our first priority, but we are unable to assist without one or more of the above mentioned.

Upon receipt of this response the consumer should promptly reach out to me utilizing the contact information below. If I can be of any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Purchase and infected bed bug mattress they will not refund the 900 spent and was told they will reimburse the extermination bill but refuses now

Problem date Sept. 2014 purchase date may ** 2014 [redacted] price 874.49Desired Settlement: 874.49 for mattress 1300 for extermination bill

Business

Response:

Case#: [redacted]

Sleepy’s is in receipt of your inquiry, our records indicate our consumer as [redacted], for your records and by way of background.

On May **, 2014, [redacted] purchased from Sleepy’s a Simmons Beauty Rest recharge full size set mattress and box spring.

On September **, 2014, four months and four days after delivery [redacted] contacted our Customer Service Department, claiming that the merchandise was infested with bedbugs. The information that we have acquired about the life cycle of bedbugs does not indicate the possibility that the infestation could have originated in newly constructed merchandise four months prior delivered from the manufacturer or in Sleepy’s warehouse. First and foremost, bed bugs do not come from beds, they come from people. Because bed bugs live in beds and furniture, they come to be known as bed bugs. Sleepy’s warehouses and delivery trucks are tested on a regular basis and treated as a preventative. We have documentation supporting this and confirming that there are no bed bugs found.

As a direct result of this complaint, Sleepy's Customer Relations Department contacted [redacted] on October *, 2014, at 4:23pm and offered her the opportunity to purchase bedding from Sleepy’s at an accommodation price (excluding Stearns & Foster, Sealy True Form and Tempur-Pedic merchandise). [redacted] was advised that unfortunately; we do not cover the cost of fumigation. Our offer remains the same and [redacted] can contact me for further assistance in regard to the accommodating pricing

Since we have attempted to resolve [redacted]s’ complaint, we believe that no further action is required. If you need any additional information please contact [redacted] at ###-###-#### or [redacted].

Review: Purchased the cool elegance king mattress and the Living Comfort adjustable base on July **, 2013 from Sleepy's ([redacted]). Both products were delivered on July **, 2013. Did not like the feel of the mattress so I went into the [redacted] store again to exchange the mattress for the Cool Elegance Super Plush King mattress. The mattress was delivered on 7/**/13 wet and stained. A replacement was delivered on 7/**/13 wet and stained. It appeared that something was "leaking and a sticky substance" from the mattress. Contacted Sleepy's again. They apologized and sent another replacement mattress out on 8/*/13. Needless to say the mattress arrived with the same type of damage (stains and wetness). To make matters worse, the adjustable base that was purchased and delivered on 7/**/13 is now also broken. The bottom (foot raise) will not go back into the flat position. Now Sleepy's advised me to contact the manufacture to have the base repaired. Now I am sleeping with an expensive damaged mattress on the floor . . . . Sleepy's took my money and are not willing to refund the price of my base. They offered to exchange the mattress again . . . . . . What is a consumer to do? This was an expensive lesson learned.Desired Settlement: Replacement I would like another replacement base. Not repair! OR give me a total refund for the entire purchase.

Business

Response:

Case #: [redacted]

Review: Sleepys included bed bugs for freeMy grandparents bought a mattress from sleepys , sometime ago. The mattress was delivered and at night my grandparents went to sleep and woke up with bites all over their body. It turns out sleepys included them in the mattress free of charge. My grandparents went through hell. Not only they had pay thousand of dollars for exterminators to get rid of them, they have to buy new furniture. Sleepys response was we are sooo sorry and next time you buy a mattress from us, we will give you the best possible discounts on a mattress. My grandparents had such a wonderful experience the first time, they were never going to sleepys again, even if they offered a free mattress. Some time has passed and my self ( her grandson) was upgrading a bed set and wanted to get a mattress, and remembered my grandparents had a discount at sleepys. I went to a local sleepys in [redacted] store, and spoke to a sales person by the name of [redacted]. He told me that sleepys can honor my grandparents discount for me and I should pick out a mattress. I found a mattress that I liked that was $3000. [redacted] told me that with the discount it will be $1500 including tax, and delivery, and on top of that, sleepys wants to give me free two pillows, mattress cover and sheets. [redacted] also advice me that with regular mattress the return policy is 30 days, however, since I got the memory foam, the policy is 90 days to try it out. If I do not like it, it will be picked up and I will be refunded. I was very happy with the deal. The matress came few days later. As the delivery people were placing the box spring on the bed, I noticed that there were defective, ( they looked curved like a C ) I rejected them. [redacted] called me and told me he is very sorry and he will give me better box springs that are meant for that mattress. I asked him why did I get some cheat once at first and he stated it was an error. Next day the delivery drivers came few hours late I was running late to work, the box springs looked better, they placed them on the bed and the mattress on top. I was about to look over the mattress and the box spring as the drivers asked me to please sign because they were in a hurry and were running very late to next job, and told me if I have a problem to call sleepys and they would solve it with no problems. As I and the delivery guys were running late, I signed the papers and right after noticed the box spring was torn on the side and the mattress was not the same one I picked out at the store. I called sleepys and told them about the situation. The scam artists, told me since I signed for it and it was a clearance item, and they are not responsible for any damages to the box spring or matress. I cant return it or have it exchanged. The only thing I can get is a free bed sheet set. According to sleepys, the mattress that I got was on clearance for $900, boxspring for $75, $100 per pillow, and $100 for sheets. I tried to explain to the customer service about the discount my grandparents were eligible for and the item was not on clearance, and if I paid $200 for pillows and $100 for cheap sheets that were dirty I will return them. Right away the person on the phone said NO you cant return anything since it was clearance. The only thing I learned is never ever trust the company that brought bedbugs to my grandparents that went through hell and paid thousands of dollars out of their own pocked for SLEEPYS free bed bugs with your orded. I was a fool to trust the scam artists. No matter what kind of a discount you are being offered dont be fooled into their trap.Desired Settlement: would like new box spring, and the mattress that I ordered from the store.

Business

Response:

Case#:

On

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

and two split box spring which was sold

to him at a deep discount, as outlet merchandise, with no warranty coverage. [redacted] also purchased a king size

mattress protector. In accordance to our normal business practice the consumer is

advised at the time of purchase this merchandise was clearance and there will

be no warranty coverage on the purchased items. Additionally, the consumer’s attention

is directed to their invoice where the asterisk’s (*) is located and indicates

in clear and concise language “No

Exchanges (including Comfort Exchanges) service, and/or refunds on any

merchandise marked with an asterisk (*). All sales are final.” In conjunction with that the consumer is

requested to sign the invoice directly in the box where this language is

located (see attached, “Highlighted”), [redacted] has alleged the Mattress Professional on staff

never advised him that he was purchasing outlet merchandise (mattress and box

spring), and there would be no warranty coverage for the merchandise. On

[redacted] purchase invoice (attached) it states, “No warranty, As Is, No

Refund/Exchange.”

On

January ** 2014, [redacted] posted a complaint via the Social Media forum of

Facebook. As a courtesy [redacted] was contacted and the concern of the torn

box spring discussed. [redacted] advised that he was seeking replacement of

one of the outlet box springs [redacted] was reminded of the established policy

in regards to Outlet/As Is

merchandise. In an effort to assist with the matter a review of what transpired

occurred. Upon review it was concluded the merchandise was in fact Outlet/As Is and in an attempt to

resolve the consumer’s complaint he was offered a new Kingsdown box spring from

the warehouse which originally retails at $279.99 for a sorely deep discount of

$90.72, with the transfer of his invested funds of $75.69, thus making his out

of pocket cost $15.03, for one box and the replacement of two (2) boxes $30.06,

with the delivery fee modified from $99.99 to $69.99. [redacted] refused this

offer.

The

consumer also had the option of picking the merchandise up from a local

showroom for a fee of $29.99 OR pick up from his local warehouse at no cost.

The consumer disconnected the line prior to the two additional methods of merchandise

retrieval were divulged.

The

above generous offer will remain open for [redacted] to take advantage of if

he opts to do so. Since we have

satisfactorily attempted to resolve [redacted]’s complaint, we believe that no

further responses are required at this time. If you have any further questions

please contact me [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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

Its really shameful how sleepys treats their customers. First my grandparents suffered with bed bugs and spent thousands of dollars getting rid of them and buying new furniture. Sleepys said they will only give a discount on a next mattress. I bought a matttess for $3,000 and paid $1500 because sleepys make my grandparents go threw hell and back. They were living for months in hotel while problem was resolved spent over $10,000 on exterminators and replacing furniture and now sleepys gives a discount and ss all over our family again. When buyin the the mattress, sean the sales person afviced me that I have 90 days to return the mattress if I dont like and have warranty on it. No one word came out of his mouth that suggested in any way it was a outlet/clearance item and there is nothing sleepys will do once it's delivered. Now sleepys is offering me to buy new boxspring since them brought a messed up one. So they agree they screwed up and giving me a discount to buy a normal one that they should have delivered at beginning. Even if they said its $1 and free delivery it

, they should be ashamed of how they do bussiness. You dont bring someone damaged goods and say if you want new one now , will will give you a replacment for a better price, and pay to have it delivered again or pick it up however you want. Not only skeepys should of gave my grandparents a refund for getting a matress with bedbugs, skeepys should of paid for exterminatos, their hotel and new furniture and not give a dsscount on nexr matress abd and still screw up the goods and have a nerve to ask for more money to replace the damaged item they delivered

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]

Our offer and position still remains

the same a new Kingsdown box spring from the warehouse which originally retails

at $279.99 for a sorely deep discount of $90.72, with the transfer of his

invested funds of $75.69, thus making his out of pocket cost $15.03, for one

box and the replacement of two (2) boxes $30.06, with the delivery fee modified

from $99.99 to $69.99.

This offer will remain open for [redacted] to utilize if

should opt to do so. Since we have made a generous offer and attempted to

resolve [redacted]’s complaint, we believe that no further responses are

required at this time. If you have any further questions please contact me

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

Review: I put a deposit in the amount of $152.53 via my [redacted] on a mattress at this store on 7/*/15 The contract says, "Full Refund If Customer Don't [sic] Want Anything." On 7/*/15 I went to the store and cancelled the order and was promised by a store manager that a refund would be issued to my credit card within 48 hours. As of 7/**/15 no refund was ever issued to my credit card (which was confirmed by Citibank) and the store manager now won't give me a straight answer as to when, if ever, the refund will be issued aside from being told "we will get around to it eventually."Desired Settlement: I would like the amount of $152.51 refunded to my credit card immediately as promised by the store manager on 7/*/15.

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,

George M[redacted]

Review: We purchased our [redacted] mattress from Sleepy's on 2/*/14 for $1600.00. After 9 months of sleeping on it both my husband and I started having severe back pain and unable to sleep through the night. We noticed that when we laid on opposite sides we would almot slump into the middle together. We looked at the edges as the mattress we got was a pillowtop, On one side of the mattress you could clearly see the pillow top was squished when compared to the other side. We religiously rotate our bed and the problem seems to only be on one side, ruling out the weight of one person versus the other (which my husband and I are both of similar weight). I called Sleepy's and they told me that they no longer send out inspectors but that they would send me out an inspection kit to complete. I recieved the kit quite quickly and began the process. The kit included a weighted string with 5 lbs on each side, and measuring frame. The instructions were ridiculous and unclear. I finished the process as best as I could and sent the email with all the information to their warranty department. That process was a complete joke! I never heard back and when I called they said they never got my email or my pictures. I resent all the items and they told me after not hearing from them for a week or so that they didnt get my information sheet. I emailed it right over to their warranty department and asked how long it would take to get an answer. The representative said a week or two. I gave them the two weeks called back and they said our claim was denied that the mattress didnt meet the standards, I asked them how they deem a mattress to be against warranty from looking at pictures as well as with a 5 lb string. I was told that the mattress would show sag if something was wrong which I replied, what 10lb person is having a problem with their mattress and that Ive never heard anything so ridiculous in my life. Which their response was, take more pictures of what you find wrong and send it to (here is where they hung up on me before I could get the email address). I called back and got another customer service representative that said she wasnt aware of my situation but that she would have someone call me back. Well it is now, 3 months later and I still have not heard back from anyone at Sleepys. So now my husband and I both must search out different methods of relief for severe low back pain with numbness in our hands from our necks as well. I'm a physical therapist and I know what i'm supposed to do to fix the problem and its the worst in the morning and gets better when I get up and move and goes right back to the same way every morning. I know that the mattress has lead me to have low back problems and Sleepy's will not take responsibility or back their product.Desired Settlement: I would like to be refunded the full amount of my mattress in the form of a check as I have already paid for it in full on my credit card.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On February *, 2015, the [redacted]’s contacted our Customer Service Department claiming that the mattress delivered in February 2014 was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer which enables the consumer 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 in fact 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. On April *, 2015, the consumer phoned into our Warranty Support Department to review the determination. The consumer was advised that under the manufacturer guidelines an exchange could not be authorized. At the time of delivery the [redacted]’s were provided a copy of the manufacturer warranty which clearly states: “This warranty does not apply to or excludes “Normal body impression.” (See attached manufacturer warranty). [redacted] dissatisfied with the results of the inspection requested to speak with a member of our management team and also advised the pillow top was allegedly shifting. Unfortunately; upon review of [redacted]’s photo and during the attempt to transfer to the supervisor, the phone call was accidently disconnected. The representative immediately phoned the consumer back where a detailed message was left. On April *, 2015, the same day the consumer phoned back into our Warranty Support Department where it was relayed her photos are being additionally reviewed. In review of the consumer’s photos, there has been no submission that support or validate her alleged claims of a shifting pillow top (see attached photos). At this time we are allotting [redacted] five (5) business days to supply additional photos supporting her alleged claims of a “shifting pillow top”. Once the photos have been received they will be reassessed in accordance to the manufacturer guidelines and if shifting is observed [redacted] will be approved for an exchange of the mattress. In the event the submitted photos do not display a shifting of the pillow top or an impression of a one inch and a half (1 ½) or greater an exchange of the mattress will not be approved. Upon receipt of this complaint a supervisor in our Customer Relations Department attempted contact with [redacted] utilizing the number on the invoice as: ###-###-####, with no success a detailed message was left. Another attempt was made to reach the consumer utilizing the number provided to your agency as: ###-###-####, where [redacted] was reached and the above details reviewed. The necessary contact information has been provided for clarification on any additional concerns. Since we have reviewed the consumer’s complaint and offered resolution, we believe that no further responses are required at this time. The consumer can utilize the e-mail address below to submit the additional photos as verbally advised. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:now that they have finally responded to my concerns, they asked for more pictures and we are submitting them today (within the requested 5 business days) but we still feel that asking a patron to take pictures without any direction will continue to pose as a problem in rectiifying the situation. I do not understand why Sleepys will not send out a specialist to inspect the mattress directly rather then make us jump through hoops to have our problem solved. Following this repsone I will be emailing [redacted] as requested in my voicemail and to my husband. We will see where these pictures get us.

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] additional comments. As relayed to the consumer via e-mail the additional photos provided did not capture or depict a manufacturer defect. In an effort to assist the consumer additionally; the manufacturer will view the photos and determine if they can identify a defect within the photos provided by [redacted]. In the event a defect is observed the consumer will be provided a store credit reflective of the mattress purchase price of $411.94, plus tax. If a defect is not observed the consumer will have the opportunity to inspect the merchandise again. In spite of the manufacturer allowing one inspection per year; we will nonetheless; allow [redacted] to re-inspect in another sixty-ninety days (60-90) and confirm if any additional body conformity has occurred. If you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress & box Spring from Sleepy's on 9/*/2013 queen size( $800.00). I was charged $99.00 to deliver it & $40 to remove my old mattress & box spring. Within 2 weeks my mattress had a permit indentation( like a bowl shape) on the side I slept on which was not normal with a mattress toper. I went back to Sleepy's & spoke with the salesman & he said that I should exchange that one for a better mattress. So I spent more money on a better quality bed ($1200.00). I was charged another $99.00 to deliver it & another $99.00 to (re-stock) the broken bed.

I was a bit upset that I was charge for a broken bed to restock it.

So within 2 months of sleeping on my newer bed which I slept on maybe 6 hours a night, the side of the mattress started to act weird, then I notice when you sit or lay on it that 1 side of the bed the mattress completely collapses on its self. I knew that wasn't right as well as what ever material its made of was budging out . I also notice that the stiches in the box spring were coming out as well as the seems on the mattress. So I called customer Service & they said that didn't sound right either that I would receive a phone call to set up an inspector to look at the mattress. So I got the call & it was set up then I got another call from [redacted] stating that he wasn't available that day or that week, that I would have to schedule the following week. So I said fine, Then I get a call later on in the week stating that [redacted] will be at my house. I got very confused so I call customer services again & then said he made a mistake. So I was unable to be there when he arrive but I had my mother & my sister in law there. The inspector was speaking with them & stated that the mattress should not be doing that in the least bit & it was a manufacturing issue. My mother asked questions of him & he answered some & others he stated he couldn't answer. He did notice that the middle part of my frame was not flat on the ground due to all 4 legs of the frame were on rollers/wheels & the middle foot did not have a roller/wheels. My mother asked [redacted] if that is the reason why the bed is acting that way. He told her no that it would not make a difference when it came to the way the mattress & box Spring was acting because its a manufacture defect when they made the bed. I was told that I would receive a phone call in 3-5 business days with results.

I received a phone call & I was told the results where that due to that middle part of my frame not touching the floor that my warranty was void on 1/2 of my bed. I flipped out & asked how can they void a warranty due to a steal frame that I had for 20 yrs not touching in that one spot. The problem of the bed is in the opposite direction to the middle part of my frame. I asked why are they not backing the products they are selling? They could not answer it. I explained that I had 2 witness to what [redacted] had told & my mom & my sister in law. The rep said that [redacted] should not have told us that. I told the rep that they are employing this person & now that inspector is stating 2 different results. I was told that I needed to get a new frame & they would consider possibly replacing this mattress & box spring. I explained its not a frame issue, If that was the case the entire bed would be messed up. So I had a extra new frame & took pictures as well as pictures of the side where its messed up. In the mean time the rep told me that I should re-visit the Sleepy's store & pick out another bed. I explained to her that I have purchased 2 beds in 2 months & both beds were messed up, Why would I want to purchase another messed up bed? & get charged another $99 delivery fee & $99 re-stocking fee? I asked her to refund the money I spent on the bed & I would walk away. I would even consider 85% of my money back. I still have yet to hear from Sleepy's about this matter. I also mention that I was moving in less then a week & I called in to the customer service department to get this taken care of over 1 month ago. Now, Why would I want to continue to do business with this company anymore?? I did explain to the rep that if this didn't get resolved that I would contact this website as well as the Revdex.com & the local television stations to let them know about what type of business Sleepy's is. Its been 1 week.

I just received another call from a customer service whom was rude & told me that you are not suppose to sit on the edge of the bed, which I didn't( only to take a picture) & that due to my frame they are voiding my warranty. She told me that you can not sit on a bed. She said my frame was not level. I explained to her that if my frame wasn't level then wouldn't the bed prior to purchasing any bed from sleepy's had problems which it didn't? I can also get a leveler & show that the bed was level, then she question the floor it was on. what a crock!!Also if it was the frame wouldn't it be messed up on the other side of the bed? The company doesn't care about there customers & all this lady did was argue with me trying to say that the top/bottom on the bed was the way it was because I sat on the bed, Whom sits on the edge of the bed when your head is let alone where your feet are at?? She was trying to make up every excuse not to give me my refund & or replacement bed. She even questions what both my witness heard from [redacted], she didn't directly call them liars but that is were she was going. Now I did replace the frame & the bed is still the same. I will be contacting the manufacture as wellDesired Settlement: I request apology from the company on the treatment they gave to me & a full refund of my purchase price. They already got $400.00 out of me just in shipping/re-stocking fees

Business

Response:

Case

#: [redacted]

On November [redacted] 2013, [redacted]

contacted Sleepy’s Customer Service

Department claiming that the mattress purchased on September **, 2013 was

sagging and bulging at the sides. Since

this 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 and box spring met the

manufacturer’s standards and therefore were ineligible for a warranty exchange.

We also advised customer that her frame was not providing proper support and would

need to be corrected. Pursuant to the terms of the warranty, Sleepy’s denied [redacted]’s request to replace the merchandise.

On December *, 2013, [redacted]

contacted Sleepy's Customer Service Department to inquire about her inspection

results. We informed her that based on the measurements the merchandise met the

manufacturer’s standards. [redacted] advised that she had corrected her support

and offered to send photographs. [redacted] was dissatisfied with the results

of the inspection and requested to speak to a supervisor.

Upon receipt of the complaint

from your agency, Sleepy's Customer Relations Department contacted [redacted]

on December **, 2013. Customer forwarded additional photographs to us. [redacted] advised that she sits on the side of her bed where it is showing a

bulge. We advised customer that her bed will show a bulge if she constantly

sits on the side of her bed. [redacted] requested that we send her a copy of

the inspection report and requested that call back from a [redacted]. A [redacted]

attempted to contact [redacted] December **, 2013 and left her a voice mail

message. We will attempt to contact the customer again

in an effort to resolve this complaint. Sleepy’s has agreed to offer [redacted]

accommodation pricing towards another purchase. Should you require any additional

information, please 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 only accommodation the company was willing to give is a free frame, which I had already purchased. I have not received any phone calls, despite what they have stated. I contacted Consumer Affairs and again was told a representative would call me. It has been three days and still I have received no phone call (over 1500 potential customers have viewed my complaint).

No other accommodation was offered with this mattress. With my first mattress they told me they would take back the mattress and I would have to purchase a new, more expensive mattress with them. I have already done that once and spent a total of $1600.00 and now I am stuck with a mattress that is defective. The company charged me $125.00 exchange fee and then charged me another $99 for delivery on top of the newer price of the mattress set. The bed only cost $1200.00 but they tacked on all these other fees to make up the price.

The picture they keep referring to where they state I must be continuously sitting: False!! The picture I sent was to show that when either myself or my 35 lb niece lays in the bed three feet from the edge, the entire side of the bed collapses and bulges out. The opposite side of the bed doesn't collapse at all and I have slept on that side numerous times.

I am almost certain their business is a bait and switch type of business. They sell you a mattress set and if there is anything wrong with it then they charge you a fee to upgrade it along with delivery fees. This is how they make their money. The next bed upgrade from mine is over $2000.00 and I am not willing to pay for that from this company since they have not tried to accommodate me prior to me writing to the Revdex.com. To continuously state that this is my fault, even though I only had this mattress for two months when I started to have issues, is ridiculous. Not two years. Not five years. Two months! My last mattress lasted me over 15 years.

What I am asking is not unreasonable. I am asking for the same mattress as a replacement and to not be charged for the delivery fee or re-stocking fee as well as to have a warranty on the new mattress. I know that I won't see a single dime of my money back from this company, since its their policy not to reimburse funds in payments but in exchanges only (and then to charge you delivery and re-stocking).

Sincerely,

Business

Response:

Case

#: [redacted]

Sleepy’s

is in receipt of the rebuttal complaint regarding case #: [redacted]. Since [redacted]’ mattress was deemed up to the manufacturer’s

standards upon inspection, [redacted] was not entitled to a warranty exchange.

However we were able to speak with [redacted] on January **, 2014 in which we again

offered to enroll her in the Satisfaction Assurance Program, which would allow

her to exchange her mattress. We would also offer her accommodation pricing on

a new set. This would enable her to upgrade and still stay within her budget. [redacted] would be required to pay a program premium fee of $129 and a delivery

fee of $99.99. [redacted] advised us that she would like to think about it and will

call us back at a later date.

If we 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:

I did speak with the customer service rep & I decided to go back into the show room to look at other beds since they promise that they would accommodate me with price matching. I was told that I would pick any bed except for a Temperdic or Fosters & Stern. I picked out a Serta I series bed & was told that I would have to Pay $111.00 due to the price difference, plus the $129.00 disposal fee, Plus $70 delivery fee. I spent over 5 hours at this mattress store deciding to pick out a bed on my only day off from my 2 jobs.

I was quite shocked that I would have to pay for a bed that I was told they would price match. I'm very disappointed in Sleepy's to say one thing & then turn around & charge me more money. Only time will tell with this new mattress set that is to be delivery to me 1/**/2014.

The only positive thing out of this is, that the sales woman [redacted] at the [redacted] Location, was wonderful and to explain to me the difference between all of the mattress, why they were so different, how they worked,( very knowledgeable) and showed compassion when I spoke to her about my experience. I think if I would have started with her as a salesman rep, I would have found the perfect mattress set for me.

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

Sincerely,

Review: My husband and I went to Sleepy's to buy a mattress. We purchased one with the agreement that our payments would be between $50.00 and $55.00, because being myself on SS, I could not afford any higher payment than that! Well it just so happens that every bill I have gotten since the second bill was $82.00. My first one was $25.00, I have no idea why! I had trouble with this deal since the purchase! The delivery was a mess, the truck never got here & my husband had to go after the delivery truck, & brought the mattress home, then we both had to carry it in the house & try to place it in the bed frame, as best we could! ( I was putting it in a water bed frame!) So of course I ventured to Sleepy's the next business day to complain about that! Well they deducted $150.00 from payment. But I should have never had to deal with this! So second bill I got , I ventured out to Sleep's again!! And not in a good humor, may I add! I talked to the same salesman, [redacted], & he got on the phone, & could not give me a direct answer why the payment was $82.00. So I waited for the next bill, well it came & the payments were still $82.00, so back I went again!! I wanted to return it, but they said I COULD NOT!! The salesman, again dealing with [redacted], got on the phone & after an hour, with 1 person saying I could return it & get refund, & another saying I could not, still haven't gotten a straight answer! Finally I got an answer saying I was paying so much toward pillows, which was a gift, & so much toward mattress cover which was another gift & so much toward mattress, so my payment is split up between these 3 things! Well I was not happy yet, because I was not told any of this at the signing of our agreement!!! So [redacted] got a higher up to call me, and after 3 different phone calls from him, he tells me that he can only help me by deducting the pillow purchase! That was free!! I am so discussed with Sleepy's & will never deal with them again! This is so messed up & so unprofessional !!Desired Settlement: I would love for them to take back mattress & refund my money! I told them I could not afford a high payment, & they are the reason for this action!

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. We are unable to assist the [redacted] in connection with their [redacted] finance account. The Sleepy’s Credit Card is owned and handled by [redacted] Finance and therefore, Sleepy’s cannot assist with billing inquires. [redacted] must refer or escalate the concern in regards to the billing statement with [redacted] Bank. Our records indicate a refund in the amount of $63.56, reflective of the pillows to be posted back to the consumers [redacted] finance account. [redacted] Financial can be reached directly at ###-###-####. By using his social security number and account information they can assist her with her billing disputes. [redacted] may be contacted to make payments by: Mail- [redacted] Financial, [redacted]Phone- ###-###-####Online- [redacted]. If you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here] It's pretty bad that Sleep's, whom told me all the details of what our bill would be, has now just turned the blame on [redacted] Finance. If they work together @ this business, it's pretty bad that they cannot help resolve this problem. On my third visit to Sleepy's, [redacted] who assisted me on this visit, finally got ahold og [redacted] Finance. When he finally got someone on phone he left me speak to them, and who ever I spoke to, said YES, I could return the mattress and get my money back, BUT then Sleepy's told me I could not !! So if Sleepy's can't help with this problem why did they stop this action! So now back to square one, knowing nothing! This company should be a little more interested in their customers desires, & needs, also what they can afford! In stead of the commision someone will get for the sale!! Thank you!

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]I am not complaining that I want the mattress returned! That was after I was upset as to my HIGH payment, which [redacted] Financial, did not quote the payment to me!! It was the salesmen @ Sleepy's! And I see no reason to blame this on [redacted], when they are NOT the ones to quote me my payment of $55.00 a month! So Sleepy's can stop passing the blame, for this action when it was Sleepy's that told me, what my payments would be!!! NOT [redacted]!! Maybe if Sleepy's knew what they where doing, this wouldn't happen! I only wanted to return the mattress because as promised, my payment never came down!!! So Sleepy's needs to man up!

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 [redacted] rebuttal.The consumers claims of being billed the incorrect amount was relayed in the prior communication. As stated in the previous response, the consumer must contact [redacted] Financial directly in regards to all inquiries/disputes pertaining to billing, amounts, cycles etc. [redacted] Financial can be reached directly at ###-###-####. By using his social security number and account information they can assist her with her billing disputes. [redacted] may be contacted to make payments by: Mail- [redacted] Financial, [redacted]Phone-###-###-####Online- [redacted]. If you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: I purchased I-Series 1 week ago and having back problems since. Called customer support and told I could not have mattress returned for 1 month. Stopped into local Sleepy's where I purchased and told same thing. I had to keep mattress for 1 month. I was unable to find an upgrade to my liking and looked at other options. I am very dissatisfied with Sleepy's not allowing return before 1 month. Serta say return policy was up to Sleepy's and if I purchased directly with them I could return right away. It make no sense, my back is killing me from mattress. It's possible I made a mistake in choosing wrong mattress. It's not easy selecting best mattress for you in show room. It's not sleepy's fault I selected I-Series. It mine and I own that. My issue si with not benign able to return mattress for a month. I can't sleep on it and will purchase another, someplace else. I very upset I will have to place mattress for a month in another room waiting for sleep's to pick up. This is ludicrous cutover service.Desired Settlement: Pick up mattress asap.

Consumer

Response:

Sleepy's management team, [redacted] and [redacted] were professional, quickly resolving my mattress issue. Within days a sleepy's truck came to pickup mattress. The quality of customer service was outstanding. There are few companies that take customer service first. I consider Sleep'y a top customer satisfaction company. I am extremely satisfied and would recommend purchasing there in the future

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,

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your rebuttal regarding [redacted]. Upon receipt of this inquiry [redacted]’s invoice was accessed and thoroughly reviewed once again. Our records indicate [redacted] returned one Love My Pillow to his local showroom having an address of [redacted] received a refund in the amount of $79.99, plus tax totaling $84.79. On September **, 2014, the consumer’s mattress and box spring was removed from the home which warranted a refund of $940.00, plus tax deducting the required return fee of $175.00. [redacted]’s mattress refund was $810.90; the consumer was charged $0.00, for the box spring. At the time of purchase the consumer received a copy of his invoice itemizing the pricing of each item. We would like to direct the consumer to his original invoice provided; this will validate there is no monetary value to restore in regards to the box spring. In regards to the consumer’s claim of returning the merchandise, there is a procedure in which returns are processed. An invoice is required to complete this task. As an additional attempt to validate the return the warehouse in [redacted]’s area was contacted. Upon their review of the driver’s return our corporate office was advised: After researching I found the following....there was nothing written on the return sheet for that order and there was no manual return for the merchandise in question ...please see attached invoice.There is no record of the consumer returning the merchandise in the uncustomary manner described; of handing the merchandise to the driver without an approved removal invoice created via the corporate office. The consumer is alleging that he had an at length discussion with [redacted] the consumer has the available option of contacting [redacted] on his own accord to review their detailed conversation he has mentioned. Unfortunately; we are unable to offer [redacted] any additional monetary relief. Since we have reviewed 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 ###-###-#### 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:

[[redacted] at ###-###-#### did leave a message on my voice mail and I will call [redacted] Monday 2/*/2015. As stated in my complaint rejection. All the merchandise was returned with mattress. Sleepy billing said I never returned mattress. I had to open a claim before they agreed mattress was returned. Stating none of additional merchandise was returned. I open a second claim and said I returned 1 of 3 pillows to store. Which is totally untrue. First I only received 2 pillows and never set foot back into store after they originally refused to accept return until after 30 days. That is when I openned my orginal complaint requesting Sleepy's take mattress back along with all their merchandise. I never even use the 2 pillows or mattress cover. I have no idea what happened to additional merchandise enclosed in plastic. I returned everthing in good faith and assured the charges would be removed. Now I am being billed for something I returned and don't have. I will not be bullied into paying for sometime I don't have and returned. our Answer Here]

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 3rd rebuttal regarding [redacted]. The position remains the same; due to the uncustomary manner the consumer opted to return the merchandise and no record of said return an override/approval was initiated. We were surprised to receive this rebuttal from your agency considering [redacted] reached out to our Customer Relations Department where the content of the response was discussed at length in detail. [redacted] was advised of the additional effort to seek an override on his behalf. While we are apologetic for the consumer’s dissatisfaction our process in obtaining an approval/override for the uncustomary return will remain the same. On February **, 2015, an attempt to reach [redacted] was made with no success as a result a message was left as previously done requesting a call back to discuss a monetary resolve. Since we have reviewed the rebuttal, 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 have a king size pillow top mattress that one of the edges lost its structural integrity. When I sit on the side that is defective, I can feel the loss of the strength of the sidewall of the mattress. I have to lay in the center of the bed, so I don't slide off, which makes my wife uncomfortable. I bought this mattress 3 years ago, I spent $1164.00. To soon for a bed to go bad and for sleepy's to void the warranty for a "marker" stain is unrealistic.Desired Settlement: I would like sleepy's to replace my king pillow top mattress with comparable bed.

Business

Response:

Case #: [redacted]

On April *, 2011, [redacted] purchased from Mattress Discounters an International Bedding Atlas

king size set. As of November 2012, the Mattress Discounters showrooms in

Maryland, Northern Virginia and some locations in Washington, D.C were acquired

by Sleepy’s. On April **, 2014, [redacted] contacted Sleepy’s Customer

Service Department claiming that the International Bedding king size mattress and

box spring set 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 and both box springs met the

manufacturer’s standards and were not found to be defective. However, the

report revealed the mattress and both box springs showed stains, which is a

condition that voids the manufacturer’s warranty. Therefore, [redacted]

would not be eligible for a service claim in the future.

On May *, 2014, [redacted] contacted Sleepy's Customer Service to inquire on the outcome of his recent

inspection. [redacted] was informed that based upon the measurements taken,

the merchandise met the manufacturer’s standards but the warranty was voided

due to the stains present. Dissatisfied with the outcome, [redacted] filed a

complaint with your agency.

Upon receipt of [redacted]’s complaint from your agency, a Customer Relations representative contacted [redacted].

Sleepy’s advised [redacted] that upon review of his recent inspection the

warranty was voided on the box springs only and not the mattress. The small

marker stain present would not affect the manufacturer’s limited warranty;

therefore [redacted] would be able to contact Sleepy's again for any other

possible warranty defects showing. [redacted] was informed the measurements

taken showing slight body impressions, was considered normal within the

manufacturer’s limited warranty and therefore did not qualify for an exchange

at this time. [redacted] explained that the mattress is not giving support

around the edges. Sleepy's informed [redacted] that unfortunately the edges

also known as the border wiring was not covered under the limited warranty. Sleepy's

provided [redacted] a copy of the manufacturer’s warranty via email and

regular mail in spite of [redacted] claiming he never received a copy upon

delivery.

In an effort to resolve [redacted]’s complaint, Sleepy's offered:

1. To assist [redacted] outside of the warranty by offering accommodating pricing

on a new set of his liking or

2. Another inspection in the future in case the mattress showed further signs of sagging

or any other possible warranty defect within the mattress.

Despite our efforts to resolve, [redacted] declined both offers. We take these complaints very

seriously and the options made would be the only options to resolve 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

I spoke with sleepy's representative and I was told that the limited warranty does not cover the sidewalls of the bed. I did request for a copy of the warranty booklet. Upon receiving the booklet I tried to find, where it was written, that the sidewalls were not covered by the warranty. I called [redacted] and asked her to tell me where it was written that the sidewalls were not covered. She stated that it was not written. Then she proceeded to tell me that it was a comfort preference. I could not make her understand that the mattress is defective. It is a company that I will never do business with again. On top of that the manufacturer went out of business. I am assuming that they are doing everything in their power to not resolve the issue at hand. In my opinion the cost of resolving the issue is going to be a lot less expensive than the amount of money they will be loosing in the near future with the amount of business they will be losing, once I make it a publicly known fact that customer service is #2 in their books, profit being #1. Being in the sales and customer service industry , I know a thing or 2 about making sure our 1st time customers are customers for life. As the saying goes "The customer is always right.", which you know as well as I do is not always the case. With that being said are they really going to take the amount spent on the mattress as compensation for the bad reviews they have and will receive from myself? I do not plan to stop here at the Revdex.com, my next stop will be [redacted], social media, local news stations, [redacted] etc.

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:

It has a manufacturer defect, because the edge of the bed has lost its structural integrity. I was told that the warranty does not cover the sidewall/edge of the bed. I asked sleepy's representative to point it out to me, where on the warranty book it specifies/mentions that it does not cover it. Sleepy's has failed to point it out. WHERE DOES IT SAY ON THE WARRANTY BOOK THAT IT IS NOT COVERED? Please enlighten me. I have read the book from point a to z. What do you consider it, when the bed loses its structural integrity on the sidewall of the bed. I don't think anybody would buy a bed in store if one of the sides of the bed feel defective or different from the other 3 sides. Why would I want to spend more money on a bed which is defective. You tried to go out of the warranty to help me. Yeah right!!! This bed is still under warranty and it is sagging on the defective side. Please answer my one question. PLEASE POINT OUT OR HIGHLIGHT, WHERE DOES IT SAY ON THE WARRANTY BOOKLET THAT THE SIDEWALL/EDGE OF THE BED IS NOT COVERED BY THE WARRANTY? DONT JUST SAY IT SHOW ME!!! I have a copy of the warranty booklet.

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

Sincerely,

Business

Response:

Case #: [redacted]

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

To reiterate the previous offer posed in the initial response; Sleepy’s

has offered to assist [redacted] outside of the warranty by offering

accommodating pricing and also offer another inspection in the future should

any other possible warranty defects arise with the mattress.

[redacted] was informed the edges also known as the border wiring

around the mattress, is not covered under the limited warranty. This is also

industry standard. However, if the sides of the mattress happen to show a visible

bulge, than that would be a defect covered.

Again we take these complaints very seriously and the options made would

be the only options to resolve at this time. Since we have attempted to resolve

[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 feel free to

contact [redacted] at [redacted]

or ###-###-####.

Review: I purchased a mattress and box set from Sleepy’s last year. The sales person offered us two pillows, mattress cover, free delivery, and special 2 year financing to help “close the deal”. Unfortunately, we recently needed to return our pillow-top mattress due of a manufacturer’s defect. Defect aside, we were happy with the comfort of our new mattress and simply desired an exchange our purchase for the exact same make/model. After receiving our required paperwork and visiting a local Sleepy’s retail location we were told that the pillow-top mattress make/model that we had originally purchased was discontinued and the new pillow-top mattress was now more expensive. We also learned during the process that our free pillows and free mattress cover would now be discounted from our exchange credit. In addition, it was now our responsibility to pay for the delivery of our warranted mattress and financing options could not exceed 6 months. The result of my replacing a defective product under warrantee are; replacing the pillow-top mattress $250, merchandise gifted at the original point of sale $229, delivery charge $100, and $80 sales tax. I do not think it is right to be penalized for having received a gift to encourage a sale or to be charged a delivery fee to replace a defective product. Thank you for your attention.Desired Settlement: Please issue a refund check in the amount of $329. This amount represents my free pillows, free mattress cover, and delivery charge. Thank you for your attention.

Business

Response:

Case #: [redacted]

Review: Back in September of 2012 we purchased a king-sized boxspring and mattress set at Sleepy's in Groton. The bed was delivered and set up with no apparent issues. In May we noticed a dip in the mattress and upon investigation we found that there was a fracture along the side of the box spring. I went in to Sleepy's and they directed me to call their warranty number. We did, and an independent service came out to investigate. The woman who came was amazed that we were even able to sleep in the bed. She told us she would file her report and Sleepy's would get back to us. Today I received a call from Sleepy's saying they would not honor their warranty because we didn't have the proper support in our bed frame. They require 3 supported cross supports, and our bed has two. I commented that neither their salesperson nor the delivery people told us we needed this. I was told the requirements were on the back of the warranty, which of course I don't get until after the mattress has been installed. They were willing to work with us on a new bed, but I will never do business with them again.Desired Settlement: Replacement I would like the mattress and box spring replaced.

Consumer

Response:

[redacted]:

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

Sincerely,

Review: Sleepy's warrent is a ripoff. I brought a mattress from 1800mattress before both companies merged. After 4 years with the mattress the thing started to fall apart. The springs were coming out the sides of the mattress and the middle of the mattress is dented in. The dents is so bad that your can feel the box bed under the mattress. So I visted a Sleepy's location and explained to the [redacted] that the mattress is on it's last leg and I would like to have the mattress covered under the warrenty. NOW HERE WHERE SLEEP'S SCAM COMES IN ! So the [redacted] finds out that in October of 2014 our warranty will expire. So what he does is he says that he will have someone from Sleepy's customer service call us so that an inspector can come out and inspect the mattress. I said no problem I will be waiting for the Sleepy's rep phone call. About 3 months went by and I got no phone call from the Sleepys rep to set up the inspection of the mattress. Final I went back to the store and spoke to the [redacted] and told him I have not received a phone call from the Sleepy's rep. So I waited in the store for a few minutes until he found out why I did not receive a phone call from the Sleepy's rep to set up the appointment with the inspector. He comes back to tell me that Sleepy's have been calling me for months and I did not answer my telephone. I found that weird because 1st I always have my cell phone on me and 2nd I check my voicemail on my cell phone everyday. From that point I knew I could not trust Sleepy's word if they said they called me everyday for the past 3 months. SO after 2 weeks the inspector comes to my house and he takes everything off the bed and looks at the dents in the bed and the springs coming out the side and says to me "Yea this shoud be covered under the warranty". Once he said that I said good I will be waiting on the phone call from the Sleepy's rep to let me know whats my next step with this mattress. On May *, 2014 a customer service rep calls me to tell my my warrenty is void because I didnt have a support bar going across the bottom of my bed. NOW in January of 2013 Sleepy's replace the box spring that holds the mattress up without an inspector coming to my house. At that time I explain to Sleepy's I was pregnant and my box spring fell apart so they replaced under the warrenty with no problem. SO when I brought the mattress in 2009 the rep did not explain to me that when you have a medal frame bed that you need a bar going across the middle for support. When I purchased my medel frame from 1800mattress there was no medel support include with the frame. I took the conversation with the Sleepys rep and ask to speak to the [redacted] on the corporate executive team and she told me Sleepy's only sells mattress on behalf of the manufacture. She express that due to not having a medel frame going across the bottom of my bed it voids the warrenty. It wasnt an issue with my box spring in January 2013 when that fell apart.Desired Settlement: The mattress was brought from 1800mattress and not Sleepy's. Sleepy's in January of 2013 replace the box spring under the warrenty without any issue. Now that my warrenty is coming to an end in October 2014 now Sleepy's is coming up with some medel bar going across the bottom of my medel frame that I never had that voids the warranty. SLEEPY'S NEED TO HONOR THE WARRENTY THAT COMES WITH THERE BEDS AND BOX SPRINGS. In 2008, 2009 anyone who brought a medel frame never had a medel bar with their frame.

Business

Response:

Case: [redacted]

On October *, 2009, [redacted] purchased from 1800Mattress.com an International Bedding Gemstone queen

size set and received delivery on October *, 2009.

On February **, 2013, [redacted] contacted 1800Mattress.com’s Customer Service Department

claiming that the International Bedding queen size mattress 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 and the box spring did not

meet the manufacturer’s standards and it was being used on a metal frame without

the necessary center support required and the mattress appeared to have

blemishes as well. Both of which are conditions that voids the manufacturer’s

warranty. Pursuant to the terms of the manufacturer’s warranty, which states “International

Bedding reserves the right to refuse service or invalidate the warranty when,

upon inspection, the sleep set is found to be in an unsanitary condition or

when the product failure is due to causes other than defective workmanship or

materials. Your warranty will not cover the following: Structural damage from

using an improper bed frame. This warranty applies to Queen or King Mattresses

or foundations only if they are supported by an appropriate frame with rigid

center support having at least 5 legs or 5 hardwood cross slats”, therefore 1800Mattress.com

denied [redacted]’s request to replace the mattress and box spring.

Notwithstanding the fact that [redacted] has failed to adhere to the warranty guidelines, but as an

accommodation to [redacted], we offered her a store credit for the mattress

only for the amount of $224.21, plus tax along with a free frame. With this credit [redacted] may select ANY mattress

set of her choice of equal or greater value. [redacted] accepted our offer and will

proceed to a local Sleepy's showroom to reselect new bedding.

Since we have satisfactorily resolved [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].

Review: To Whom this may concern: I have this mattress 5 years. My husband and I are experiencing low back pain in the past several months. The inspection by the company showed no unusual defects, Normal sag in mattress. Company is willing to offer discount on a new mattress, except for 2 brands. This mattress was very costly, $2,220.00 plus tax. I am very disappointed in this product, I never expected this. When you pay this price for a mattress, you should not wake up with back pain. PLEASE ADVISEDesired Settlement: Replacement Mattress

Business

Response:

Case: [redacted]