Sleepy's

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: 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: 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: The corporate office customer service is by far the worst I have seen. I have been dealing with complications from my mattress since November of 2013. I had made the almost $2700 purchase in August of 2013 and found that the product was nothing like what we have tried at the store. At first I was recovering from a severe back sprain and was waiting until it healed for me to complain about the mattress but finally in November I realized it wasn't just my back any more. I had contacted the Sleepy's office in [redacted] from which I purchased it to complain that the product isn't what we had felt at the store. He had informed me that it was past the 30 day guarantee and I would need to get the mattress inspected for defects. When I had asked about the defects they would be looking for he said it was only a 1.5 inch dip that was visible for them to declare the mattress defective. Now we looked and could see it wasn't going to help and have an inspection because you could not see any thing wrong but when you lay on it you can feel a dip in the middle of the mattress. So we decided to wait. I had contacted [redacted] again at the end of April and spoke to the [redacted] who was willing to try and help she informed me to start with the inspection and then she will see what she can do next. So I contacted the Corporate office explained my situation and rep had said that this is not a defect but more of a comfort issue. Then she proceeded to tell me about the comfort exchange program. Which meant I would have to pay an additional delivery fee of $99 and exchange fee of $129 plus tax. I told her I didn't feel it would be right for me to have to pay additional money out of pocket and that we had spent so much money already on a mattress that isn't a year old we shouldn't be going through this problem. Then she contacted her [redacted] who also told me that I would be "wasting" my time to have an inspection done since there is no visible dip. I contacted [redacted] again in [redacted] to explain to her how unhelpful their corporate office was and she responded that she would call her distract [redacted] to see how she can help. Later that day she returned a call back saying I would need to go forward with the Comfort guarantee but she would discount my order so that it would offset my fees being paid out. I agreed to this and the next day Sunday April ** went to Sleepy's in Falmouth and picked out our new items. I had set up a deliver for today May * between 11 - 3. I made sure to give her my correct address because the first order was sent to my mothers house and not my house. I also asked for them to call me about an hour upon arrival to confirm the were going to the correct address. None of the delivery drivers had contacted me and went to the wrong address. They arrived to my mothers house at 1:20pm and told her their next delivery was at 3pm in Hyannis. They also waited an additional 20 minutes to leave my mothers house telling her he didn't have time to stop at my house for the delivery and I would need to reschedule. My house is approximately 20 minutes from my mothers and is in route to Hyannis so for the gentlemen to say they don't have time is not true. Also my delivery was scheduled between 11 and 3 they had just over an hour to make it to my house and deliver my mattress and head to Hyannis after. I contacted the delivery rep they told me that their is nothing they can do except to reschedule. She did schedule me for Tuesday May * between 11 to 3 and now I have to go to Sleepy's on Thursday to pick up my pillow that would have postponed the delivery to Friday. She also only refunded me HALF the delivery fee. Being a customer who has had this issue for too long now and had agreed to do the exchange and the company messing up on the delivery address for the second time is not fair to me. Also the corporate office seem to lack customer service all around. I don't feel I should have had to pay for the exchange or any additional fee for delivery and to only refund me half is absolute bull. The store [redacted] was kind enough to work this out for me but it is a shame that the corporate office has ne desire to help their customers. Which is what they are there for. I am also upset that I need to find the time to go to sleepy's to pick up a pillow because the one which was supposed to be delivered today is still on the truck and it would have prolonged the delivery.Desired Settlement: I should be refunded the full amount on my previous and current delivery as well as refunded the exchange fee.

Business

Response:

Case#: # [redacted]

On May *, 2014, [redacted] was scheduled to receive her delivery. However, when

the order was written her address was not updated and the drivers went to the

customer’s old address. We were unable to reroute the drivers as their schedule

is preset and it would take them off their route for their scheduled deliveries

causing them to run late.

Customer’s call was escalated to a [redacted] who apologized to the customer for the

inconvenience she experienced and accommodated her by refunding $50 of her

delivery fee. This was processed and sent to her credit card on May **, 2014.

Customer was rescheduled and received delivery on May *, 2014.

Customer is requesting that we refund her exchange fee as well as the remaining balance

of her delivery fee. At this time we are unable to accommodate the customer’s request,

however, [redacted] was given a refund of

$50 towards her delivery charge.

If you should require additional information please contact [redacted] at

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

Review: I purchased a bed from Sleepy's on 05/**/2012 with a 10 year warranty. The bed began to sink in the middle about 6 months ago and became worse quickly. I contacted Sleepy's and told them the issue I was having. They stated I would have to have my bed inspected to verify if the bed had a manufacturer defect. A third party company came to my house and took pictures and measurements of the bed. They forwarded the results to Sleepy's and I received a letter in the mail stating that my "set has been deemed "not up to manufacturer standards"" The letter also stated that "under the manufacturers warranty your merchandise is eligible for an even exchange or replacement model from the manufacturer." I also received a credit memo in the amount of $1,511.99 to purchase a new bed. Shortly after receiving these documents, I visited my local Sleepy's in [redacted]. This is where I was told that the paperwork I had received in the mail was a "typo" and they did not have any record of the credit memo. The salesman faxed the documents to what I'm assuming as their main office. The answer I was given is that these documents were sent to me in error and they would only be giving me a credit of what I paid for the set. The issue I have with that is I purchased the merchandise on clearance and was told that if something was to go wrong with it, it would be replaced under the warranty. Furthermore, the salesman stated that I was not allowed to purchase anything on clearance with my credit. This forces me to pay money out of pocket for another bed. Bottom Line- I was sold defective merchandise that should be replaced under the warranty and Sleepy's is not exchanging or replacing the merchandise.Desired Settlement: I'm just looking to get a equal mattress set to the one I had, with no additional cost to me.

Business

Response:

Case #: [redacted]

On May **, 2012, [redacted] purchased from Sleepy’s a King Koil Laura Ashley clearance full

size mattress and box spring set. The new bedding was delivered on May **,

2012.

On November **, 2012, [redacted] contacted Sleepy's Customer Service Department

claiming the mattress was sagging. As a courtesy to [redacted], Sleepy's offered

her full credit for the set in the amount of $392.00, plus tax to select different

bedding.

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

Department claiming that the same Laura Ashley full size mattress and box

spring she purchased in May 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated

for an inspection of the merchandise. Sleepy’s dispatched a third-party independent

inspection company to [redacted]’s home and the inspection results revealed that

both the mattress and the box spring did not meet the manufacturer’s standards, Therefore, pursuant

to the manufacturer’s warranty, [redacted] was approved to have a warranty

exchange of her full size mattress set. [redacted] was mailed out a credit

letter on May *, 2014.

On May **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming she received a credit

letter stating she had credit in the amount of $1,511.99 and asked why this

amount could not be honored. [redacted] was informed the amount showing was a

typographical error and the actual credit amount should be $392.00, plus tax,

which she could use towards any new bedding of her choice that was of equal or

greater value. [redacted] completed her exchange on May **, 2014.

Upon receipt of [redacted]’s complaint with your agency, a Customer Relations representative attempted to contact her however

we were unable to reach her and left a message.

Since [redacted] has since utilized her credit towards new bedding, we feel no further action is required

at this time. If you have any further questions please contact me at [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 receive a voicemail, I prefer to keep all conversation in writing.

In the response from Sleepy's there are errors.

1. I was not given tax on the $392.00 credit

2. I was told at the store that I could not pick a mattress of my choice because I had already purchased a clearance item. This forced me to purchase something that was higher than my credit.

3. "Exchange" was used- which means to means to me that the company should have REPLACED the defective mattress with something comparable. The sagging of the mattress and box spring is a manufacturer defect.

4. I have a copy of the official document that was sent to me stating the credit of $1,511.99 and this was approved by ID #[redacted] with the initials of ALV. I have never received any other paperwork stating any other credit valve.

5. Yes, I did complete an additional purchase but it was necessary as the defective mattress was giving me lower back pain. (which I have medical records showing that

I have a [redacted])

I appreciate your time trying to resolve my issue. The solution I am looking for is to be credited for what the defective mattress I paid for is worth (average selling price), not the clearance price which I paid because this was a manufacture defect. I feel I was pushed to by another mattress because the sales rep also told me that my credit was only good for 14 days, I also was not offered any clearance mattress sets to use the $392 for. If either company needs any of the documents, I will be

happy to fax them to you.

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 case # [redacted]. Upon receipt of the rebuttal filed, [redacted]

was sent via mail a copy of her invoice showing when her exchange was completed

she was given the tax on her credit amount of $392 towards the new bedding. As

mentioned in the original response, the amount of credit on the letter sent was

a typographical error and the amount of credit to be offered can only be the

amount initially invested. In regards to [redacted]’s complaint, a refund would

not be warranted in this case. [redacted] received the lowest possible price on

the new Simmons queen size set she received.

We apologize for any inconvenience and as a good will gesture we would like to

offer [redacted] complimentary pillows or sheets. If I can be of any further

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

hesitate to contact [redacted] at ###-###-#### or email at [redacted]

Review: On March *, 2016 I purchased a mattress and queen box spring from the sleepy' store in Verona. I had to drive to another store to pick up both items because the Verona store did not have them on hand. About 1 hour after making this purchase, I drove to the store to pick up both items. When I reached home and tried to bring the box spring to the second floor, the box spring could not fix up the stairs, it was too wide. I had to bring the box spring to the first floor and leave it there. The next day, I contacted sleepy's and informed them of my issue. The store that I initially picked up the box spring from told me to contact customer service for exchange. I contacted customer service and CS told me to contact the Verona store for assistance. I contacted the Verona store and the sales associate who had assisted me with my purchase informed me that he will try his best to search for a box spring within my budget and then give me a call. About 15-20 minutes later, this sales associate called me and told me that he was able to get me a platform split box spring for only $30 more. He said that this was a steal and this was the best he could do. He told me the original price for the box spring was almost $300. He also told me that the earliest date the box spring could be delivered is on March **, and the delivery person would pick up the queen box I initially purchased. The "split box spring" was delivered to my house Friday. I noticed that it looked different from what I was expecting, it was also very low; just about the same height of my bed frame. I decided to contact customer service to tell them that I am not pleased with the "box spring" that was delivered at my house. Customer service looked at my order and told me that she sawva bed frame on my order and not a split box spring. I told her that my bed came with a bed frame and that I told the sales associate that I wanted a split box spring, therefore, I don't know why he sent me the bed frame, this is not what I asked for. Furthermore, customer service told me that there are no returns, all sales are final. I became furious because I wanted an exchange within the same price range or a return. She told me that she was going to speak with a manager. She had me on hold for about 7 minutes, then she came back on the phone and asked me a few questions about my purchase. I answered. She then told me that the only thing that she can do is allow me to pay $100 more and sleepy's will send me the split box spring. I told her that I wanted a refund because I cannot afford to buy a box spring for $100 more, making it $250. She told me that she cannot assist me any further. Thus, I am now stuck with a bed frame that I never ordered or wanted only because a sales associate was only concern about closing a sale instead of ensuring that I am getting what I expressed and needed. I would really appreciate some assistance with this problem because customer service cannot. Thank you.Desired Settlement: To get a split box spring for about the same price I payed for the queen, or a refund.

Business

Response:

Case# [redacted]On March *, 2016, [redacted] purchased from Sleepy’s a clearance queen size Classic mattress and Kingsdown box spring; she picked up the merchandise from the store on the same day. At the point of sale, [redacted] received an invoice which advised 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.”On March *, 2016, [redacted] contacted our Customer Service Department claiming that the box spring did not fit into her bedroom and requested to exchange for queen size split box springs. [redacted] was reminded that the box spring was a clearance item and therefore ineligible for an exchange. As an accommodation, [redacted] was advised we would make a one- time exception and offer her a store credit for her box spring. On March **, 2016, [redacted] received delivery of a queen size Harris Hub metal foundation in exchange for her Kingsdown box spring. After the exchange was completed, [redacted] contacted our Customer Service Department to request a return of the frame. She was advised that a return is not an option; however, we will allow a store credit. She was referred to the showroom to make her selection.On March **, 2016, [redacted] contacted our Customer Service Department requesting to exchange the metal foundation for queen size split box spring. [redacted] was advised that Sleepy’s would allow her to make the exchange and informed her that the split box springs would be an additional $100.00. [redacted] indicated that she did not want to pay anything additional. She was informed that the additional materials and labor involved in the making of split box springs justify the increase in price from a typical box spring, therefore, we were unable to reduce the cost of the split box spring.On March **, 2016, [redacted] contacted our Customer Service Department again requesting the split box springs at no additional cost. Upon reconsideration and in an effort to ensure customer satisfaction, [redacted] was advised that we will give her the split boxes with no additional out of pocket expense. Her exchange was completed on March **, 2016. Upon receipt of [redacted] complaint filed with your agency, a Consumer Relations Representative reached out to see if any additional assistance was needed. [redacted] advised that her complaint was resolved and her case can now be closed. Since we have satisfactorily resolved his complaint, we believe no further action is required. If there are any other questions or concerns, please contact Chanelle Rousseau at ###-###-#### or [redacted].

One year and nine months later we have replaced our second Sleepy's matress and box spring. The product does not stand up to its recommendation. The "Sleeping Beauty" model is a joke. The sink hole is ridiculous. Rotating the product did not work to correct the problem. The shopping experience was good out of the gate. However the information provided by our Sleepy's repersentative did not work with the set up of our bed creating a series of mistakes, poor communication and multiple frustrations. 90 days in a hopsital bed proved more comfortable for me last winter then the Sleepy's bed...we havve moved on...$$$$not well spent.

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: 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: 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: 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: The Mattress that I purchased from Sleepy's has bed bugs. I purchased the mattress in 2011 along with a protective cover. After having bites on my skin I discovered a colony of bed bugs breeding underneath the protective cover. Sleepy's will not provide a satisfactory remedy for the problem. Over a one week period the company failed to return my phone call. I made the first call on 8/**/13. I did not receive a call from [redacted], until 9/*/13. She stated that the only resolution is for me to pay out of pocket for an exterminator, at which time she would make her determination. Mattress and Box Spring Order Date: February **, 2011 Delivery Date #1: February **, 2011 Delivery Date #2: March *, 2011 (had to replace Delivery #1 because mattress and boxspring were the wrong size) Customer Code: [redacted] Price Paid for Mattress: $799.99 Style# IB95615-OLPS MIRALX RAVE Price Paid for Protective Cover: $29.99 Style# STPUS5-0 Queen Mattress Protection Price Paid for Boxspring: $152.65 Total Paid: $967.77 (including delivery and tax)Desired Settlement: I would like to be refunded for the total amount paid ($967.77 which includes delivery charges and tax). I would also like for Sleepy's to pay for the costs of extermination and removal of the mattress and box spring.

Business

Response:

Case#: [redacted]

Review: I made a purchase of a king koil mattress about five years ago. I noticed the matters had sunk in and that was not supposed to happen.I called sleeps and they sent out some one from a company that they sub-contract to take pictures and measure the are that sunk and so on. also to take pictures of the tags to make sure it was the right matters. a few wees later I received a letter stating that my mattress was defective and the I was issued a credit of the price of the mattress with out the boxes because the boxes were okay.I went to the showroom and picked out a different mattress and they applied the credit but I did not finalize the purchase that day to make sure the financing was there. I returned to sleeps on Monday the [redacted] of September and finalized the purchase. the mattress was set to be delivered this morning the [redacted] of September between the hours of 10-2 pm. they called around 10 am to say there on there way. the delivery truck arrived at my house the men went up to get the matters and came down with out the mattress leaving my wife to wonder what is going on. it was followed by a call from customer service to tell me the men stated my matters is soiled and the warranty is now voided. I stated to the associate that the matters is in the same exact way as it was in may when they came out. customer service was not helpful at all and the delivery men left with out getting the problem resolved. after not getting a anywhere I told customer service that I would pay the full price of the mattress with out the credit. she said that she will call the truck and have them come back out and call me if they could not to reschedule. at 3 pm I called them at customer service and the gentlemen tried to reach the truck and found out that the truck was done at around 2pm and the men left and also stated that they tried to reach them all day and the were unsuccessful because they are sub-contractors.but these are the men that voided out my warranty.now I have to wait until Friday for my mattress.Desired Settlement: to reapply the credit that was given to me by sleep's. all so to refund the delivery charge due to the chain of events that took place.

Business

Response:

Case #: [redacted]

Review: On 8/**/13, Delivery Professionals delivered mattresses to my home. Delivery Professionals handles deliveries for Sleepys. One delivery person took my old mattress and dragged it out of my home when I told him to wait for one of the other 2 guys to lift the mattress. Consequently, the dragging of the old mattress caused my brand new hardwood floors in 3 rooms to be severely scraped. Sleepys/Delivery Professionals agreed to pay for the floors to be repaired. Prior to the floors being done, I submitted an estimate for $3,025 and have received the $3,025. I was not comfortable authorizing a floor company to repair my floors without having some payment from Sleepys beforehand. I explained that this was an estimate and that I needed to make sure that my home was restored to its original condition after the floors were done. Sleepys claims that they have no record of this conversation. As far as I am concerned, my home has not been restored to its original condition. My brand new kitchen cabinets had to be touched up because the floor stain got onto the base of my cabinets and I had to spend an entire day at home while the painter touched up my home from 8:30-4:30. My cabinets were originally sprayed offsite with a white lacquer paint and after the floors were redone, the cabinets could not be sprayed so the painter had to use a brush to do the touch ups. As a result, I can see a clear difference between the lacquer and the touched up painted areas.This whole ordeal could have been avoided had Sleepys hired a qualified delivery team. What is truly disturbing is that Sleepys is continuing to subcontract out to Delivery Professionals and therefore other customers run the risk of having their home destroyed by an unqualified delivery team. Sleepys/Delivery Professionals made a huge mistake that could have been easily avoided and there has been no attempt on Sleepys' part to make sure that I have been made whole. I have had to chase down countless employees at Sleepys-- [redacted] (who retired last week and had no interest in helping me), and [redacted] who all work in the delivery claims department. My home will NEVER look as it did prior to the time that it was damaged by Sleepys and I feel that Sleepys should be compensating me in some way for this.Desired Settlement: I would like to receive a discount on the mattresses that I purchased. I was charged $481.21 and feel that I should be compensated in some way for my pain and suffering and the fact that I now live in a home that I know will never look as it did prior to this incident happening. I had to spend an entire day at home from 8:30am-4:30pm while my home was repainted. I bent over backwards for Sleepys and agreed to have my floors redone when my family was going on vacation so that Sleepys did not have to pay for us to stay in a hotel for a full week while my floors were sanded, stained, and drying. Sleepys never thanked me for accommodating them and saving them thousands of dollars in lodging fees. I feel it is only fair that I receive some break on the cost of the mattresses. Yes, Sleepys did pay for the floors to be redone, but it led to other problems that required painting touch ups, the customer service has been horrific, and my home will never be restored to the way it looked prior to a negligent delivery "professional" entering my home.

Business

Response:

Case #: [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]

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: 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: 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: 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: 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].