Sleepy's

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: 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: 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: 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].

I was pleased to go to the Sleepys [redacted] location [redacted] # [redacted] was nice he took time to explain all the different types of mattress to my husband and I, and he worked very hard at keeping us within our budget , we were just looking when we went into the store however after spending time with [redacted] we are very pleased to announce we are the proud owners of our very own TEMPUR-CONTOUR-SUPREME BEDSET with a beautiful headbord and 4 matching pillows ! THANK YOU [redacted] !!!!!

I purchased a king size mattress a few years ago at Sleepys. After about the first six months there were huge indentations in the mattress. When I called Sleepys I was told that that is normal. My husband and I have continual back issues as a result of this poorly constructed mattress. We spent almost $2000 on the mattress figuring it would last for many years. We are very dissatisfied.

Review: on march**,2013 I purchased a queen mattress and box set, I was not told or asked if I have a cnter support, at first mattress seemed firm and comfortable, after about a mo.the fabric started to come loose and there's a wave like indentation on the side of mattress and it sink's in on right side and has started to sink and material looseing on top of mattress left side, I called sleepys they had to have a contracted company come out and inspect mattress, according to sleepys it was our fault due to lack of center support, which the person sugg. we get and call sleepys they would come and reinspect we went out and purchased solid iron custom cut supports,called sleepy's back spoke with a rep.got run around, was told warranty voided and would have to buy new mattress after only 2-3mo.luckily call was recorded by them and girl said for me to contact same person that inspected the bed and they would come reinspect validate supports and reinstate warranty, that was difficult I had to insist talking to supervisor at sleepy's whom finally agreed to have bed check come back out which they did 6/**/13 same person re-measured re-checked mattress and checked box spring as well which is in perfect condition he agreed mattress defective ,talked to sleepys today 6/**/13 they said thatreport says adequate support but mattress not defective even though it says fabric loose and waved in and will not replace mattress. the mattress from march to june should not be loose and waved in. I requested a copy of that report but doubt will receive. it's defective.I did take my own picture's of both piece's.Desired Settlement: I would like for the defective mattress replaced,at no charge not tell me I have to buy another one at even a discounted price.

Business

Response:

Case #: [redacted]

Review: I purchase a mattress set from sleepys on 07/**/2013,for 1796.41 dollars it's a memoryfoam mattress,but they deliverd a firm mattress which is not what I purchase. at the time it was deliverd I had no way of knowing that,because they look the same.after two weeks the mattress was filling hard then.I called my salelady and told her of the problem,and I was told to give it time and to rotate it and it would give in.I did that.and it never did.they deliverd the wrong mattress.I went back to the store where I made the purchase and told a salesman by the name of [redacted] and he told me that they had problems with the padding in these mattress being installed wrong from the company. this is after sleeping on it for this length of time.body hurting.now they want to charge me more money to make their mistake rightDesired Settlement: I don't need this problem,just want a refund so I can purchase a mattress set and get a good night sleep. I'm not going to get it with sleepys.I will tell people not to go to sleepys.they do not stand behind there word,they failed me.

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,

[redacted]

thanks so much for your help Revdex.com.

Review: I had purchased a child's bed from Sleepy about 1 year ago Mattress and Box spring and we were having trouble with the bed creaking and after some time I had had enough of listening to it. I had contacted Sleepys as the mattress and box spring is under a ten year warranty. They sent someone out to look at the mattress and the inspector actually said the mattress AND box spring were defective and sent in her findings. A few weeks later I got a letter from sleepys saying that I had a credit for what we paid for the bed and box spring ($400) and the letter said we can return the bed and spring for a replacement. My issue is that they wanted to charge me $100 delivery and pick up fee to replace the bed??? I picked up the bed myself and wish to return it myself and I told them this but they say that I can't bring the bed in but I HAVE TO PAY the $100 fee for pick up in order to get the warranty replacement??? So now my $400 bed turns into a $300 bed because I don't have an extra $100 laying around to just give away for a delivery charge that I don't want or need? This is robbery, why should I be penalized for them selling me something that isn't working properly? I don't understand how they can get away with this.Desired Settlement: I would like to exchange the product for the amount I paid and not have to pay some bogus delivery charge that I don't want or need.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] contacted our Customer Service

Department claiming that the Laura Ashley twin mattress set he had purchased

from Sleepy’s in September 2012 was making noise. Since this was what would be

a potential warranty issue, we coordinated for an inspection of the mattress

and box spring. The results of inspection revealed that both the mattress and

box spring were defective under the manufacturer’s warranty guidelines. Pursuant

to the terms of the warranty, Sleepy’s agreed to exchange [redacted]’s mattress

and box spring. On February *, 2014, [redacted] was mailed a credit letter to

advise him he had warranty credit in the amount of $399.99, plus tax, which

also stated “All applicable delivery fees apply.”

On February **, 2014, [redacted] contacted Customer Service to inquire on how to proceed

with his warranty exchange. [redacted] was advised the bedding was discontinued

and could no longer get an even exchange. [redacted] was advised to return to his

local showroom and pricing would be negotiated on the new bedding she selected

as well as the required the delivery charge. Dissatisfied [redacted] filed a

claim with your agency.

Upon [redacted] making his purchase, he received an invoice which states in clear and

concise language “Delivery charges apply

to warrant and service exchanges.” [redacted] also received a limited warranty

agreement which clearly states “If

service resulting from any such defect is required during the non-prorated

year(s) after purchase, your Comfort Solutions mattress and/or foundation will

be repaired without charge for labor and materials OR at the manufacturer’s

option – replaced. Purchaser shall be responsible for transportation cost.”

In an effort to resolve [redacted]’s complaint, Sleepy’s will honor a reduced charge

for delivery than the standard $99.99. We will offer the same amount of $29.99

as [redacted] paid initially. We can also negotiate the price on the newly

selected merchandise. [redacted] may return to his local showroom to take

advantage of this offer.

Since this should resolve the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. However, if I may be of further assistance,

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

Consumer

Response:

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

Sincerely,

Review: We purchased a Simmons queen size mattress in August 2012. The delivery personell installed the new mattress on our new platform bed frame and immediately installed the $100 mattress protector. Over the past few months there was noticeable sagging in the bed which resulted in furthering medically documented back and neck pain. We called Sleepy's and they sent out a company to check the bed. This is where everything went down hill. After the check was complete, Sleepy's notified us that we did have a defective mattress but refused to replace it due to a small pink marking on the top of the mattress which appears to possibly be a pink highlighter, and appears to have been there since delivery since this mattress cover was never removed from time of delivery. Customer care states the best they can do is offer a small discount on a new one and throw $1,000 out the window. The mattress cover has been on since day 1 and has never had a spill or stain on it. We do not eat, drink or use ink's and highlighters in bed. We were told that when the bed was delivered we signed a document stating the mattress was in perfect condition. I was never given a copy of the invoice and I didn't sign anything upon delivery. We've requested a copy of this signed document which the customer care was unable to furnish. Now I own an admittedly defective mattress that is causing neck and back issues and nothing can be done about it. Customer care kept saying Simmons will not refund them because of the small mark that came with the bed. I had asked to speak to a supervisor about the matter but they stated one was not available. I dread going to sleep at night because of what I feel like when I wake up and I can't seem to talk to a supervisor. This is a huge issue which needs a resolution quickly. We are both young and in good health and should not be waking up with back and neck pain. Purchasing a new mattress is not an option.Desired Settlement: We would like Sleepy's to honor their warranty on the defective mattress and give us the credit back so we can purchase a non-defective mattress. Ideally we would be purchasing a better mattress and giving them more money.

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.

Sleepy's did not respond to the Revdex.com complaint, however this was resolved through Consumer Affairs. Eventually a supervisor from Sleepy's called me back and stated the best they could do was offer me a discount on a new mattress. After submitting my complaint with the Revdex.com and Consumer Affairs I was contacted by another supervisor, who was able to come up with a reasonable solution. They stated they would credit me for the defective mattress as a one time courtesy with two stipulations. I had to purchase another Simmons mattress and I had to purchase a mattress protector from Sleepy's on the same ticket. I went into Sleepy's and bought a new mattress and just paid the difference in price. Everything went smooth inside the store as far as completing the transaction. All I have to do now is set up a delivery date and we are all set. I am pleased with the outcome, but I am not satisfied on how many hoops I had to jump through and how much time was spent trying to correct the issue. However, Sleepy's eventually did the right thing.

Sincerely,

Review: I went in Sleepys to review mattresses. I told the [redacted] I was just checking out mattresses and was going out of town. He said he was giving the me the managers special and I needed to lock this cost in while I checked out out stores. He would me totally refundable in one week if I did did not want to go through with purchasing the mattress. I went to the store on Friday and the store was supposed to be open but no one was there. Then I called and no answer. It took me 30 minutes to get the 800 number to take my call. After not seeing the store open or being able to talk to staff I decided to cancell the order and get my full refund as I never received the product and this was within the week period. The operator I talked to said I would be reimbursed. Nothing. It's been three weeks. The [redacted] who sold me the mattress called me to offer me a better deal $300 off the price and I said no. just refund my money. Nothing has been revived. I think this has been a scam. They need to refund my $184 back. Desired Settlement: Refund They need to refund my $184 back. Invoice [redacted]. I had intentions of buying this product in cash. This unprofessionalism and lack of respect has turned me against Sleepys. Do I need to take them to court? Please advise.

Business

Response:

Case #: [redacted]

Unfortunately, and very much out of the ordinary the person handling [redacted] refund processed it incorrectly, causing a delay. Our Accounting Department has refunded [redacted]’s funds to his Visa Card last four digits [redacted].

We sincerely apologize for any inconvenience that this delay caused [redacted]. Since we have resolved the complaint to the customer’s satisfaction, we believe that no further responses are required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-####.

Consumer

Response:

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

Review: We bought a Sterns & Foster King size mattress & box spring on November **, 2012 and was delivered to our home on November **, 2012. Sleepy's delivery men set up the box springs and mattress onto our steel bed frame and never mentioning that there was a problem with the bed frame. When purchasing our mattress and box springs, the salesman told us that to be fully warrantied we needed to buy new box springs to accompany our new mattress but that our steel king size bed frame did not need to be replaced. Slowly, my husband's side of his mattress started to collapse when he sits on the edge of the bed or is laying on the edge of the bed and he can slide off the mattress from this defect. As time has progressed, it is getting worse and on October **, 2014 he called Sleepy's to file a complaint and on November **, 2014 the bed inspector, [redacted], came to our home. While he was taking pictures and measurements of our mattress and box springs he told us that we had a problem with the mattress and box springs and even showed us the problems. On November **, 2014 [redacted] from the Warranty Department from S;eepy's called and told us that our warranty was "void" because our bedframe did not properly support our box springs. I told her that when we purchased this mattress and box springs Sleepy's salesman told us it was not necessary to replace our steel king size bedframe. After a long conversation that did not accomplish anything, [redacted] put me on hold for a long time period and came back and told me that I needed to speak with the "inspection Department" but no one was there, she took my telephone# and said they would call me back asap. No one ever called us back. On 11-**-14 I recalled Sleepy's and spoke with [redacted] who told me he would mail me a copy of the report together with the pictures; to date no report or pictures has been received. Due to this defect, my husband has lower back pains and has started to go to a Chiropractor.Desired Settlement: We want a new Sterns & Foster Kings size mattress and box springs replacement equivalent to what we purchased. If Sleepy's requires us at this time for new warranty conditions, we are willing to purchase a new steel bed frame.

Business

Response:

Case # [redacted]On November **, 2012, [redacted] received delivery of a king size Sterns and Foster mattress and box spring. On October **, 2014, [redacted] contacted our Warranty Support Department advising her mattress was sagging. Since this was what would be considered a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed the set did not meet the manufacturer’s standards. However, the frame [redacted] was utilizing was considered improper support under the manufacturer’s guidelines. Pursuant to the manufacturer’s warranty, [redacted] was advised that she was not entitled to a warranty exchange and the warranty was voided. In clear and concise language, the warranty specifically states under “What is NOT Covered by the Limited Warranty? The Limited Warranty EXCLUDES: damage due to use with inappropriate foundation…damage due to bed frames that DO NOT provide Continuous Support.” A Corporate Discount was extended to [redacted] towards the purchase of another set and a new frame. Per [redacted]’s request, a copy of the warranty card and inspection results were mailed on November **, 2014.Upon receiving the complaint filed with your Agency, a Customer Relations Representative reached out to [redacted] on December *, 2014. We left her a voice mail requesting a return call. In an effort to resolve [redacted]’s complaint, a partial store credit was extended in the amount of $971.00, plus tax. [redacted] may select merchandise of equal or greater value and if her selection is of greater value than the credit amount, she would be responsible for the difference in price, plus tax. Additionally, we would also offer her a reduced delivery fee of $49.99.We will continue to make attempts to contact [redacted] to discuss any further concerns she may have. We believe that no further action is required at this time, but we will update your Agency when we have spoken with the customer.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:

After trying to reach [redacted] by telephone leaving 2 phone messages, I have reverted to using this method of communication. When we purchased Sterns & Foster King mattress and box springs, Sleepy's sales representative informed us about also purchasing new box springs along with our new matress so that we had proper warranty, but never mentioned that we also needed to purhcase a new bed frame to fully warranty out mattress and box springs and by not purchasing this bedframe our warranty would become void. We spent $2,302.84 for our mattress and box springs, why wouldn't we spend an additional minimal charge to purchase a bedframe to be fully warrantied. We trusted Sleepy's sales representative when he told us that we would be fully warrantied if there was ever a problem when making the mattress and box springs purchase. In Sleepy's response, they talk about "limited warranty". Where is this Limited Warranty written? Again, we trusted what Sleepy's sales representative told us at the time we did this purchase.

[Your Answer Here]

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

Sincerely,

Business

Response:

Case # [redacted]We spoke to [redacted] on December **, 2014. We reviewed her inspection resultswith her. We provided the customer with in depth explanation as to why her warrantywas voided. We advised customer about the importance of checking on the framethat supports her mattress and box spring. We further advised that at somepoint her frame became dislodged and unstable and that could have possibly ledto the sagging of her bed. Along with the previous store credit of $971.00 plus tax that we offered the customer, we have also extendedan additional Corporate Discount to her new sale and we will waive her deliveryfee of $49.99. Customer will visit her local showroom to re select and willcontact us for pricing of the new merchandise. We believe that no further action is required at this time. If we can be of any further assistance, or if youshould 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.

Sincerely,

Review: On December **, 2013, I purchased a queen-sized Carolina mattress set on clearance at Sleepy's mattress store in [redacted]. The Carolina mattress has a 10-year warranty. After about 4 months of use, the mattress began to sink toward the middle of the mattress (downward slope from the top of the mattress). I returned to the Sleepy's in [redacted] and complained about the quality of the mattress. I was told that nothing could be done because the mattress was purchased as a clearance item and I did not purchase a mattress protector from Sleepy's. Due to severe allergic reactions from dustmites, I only purchase top quality dust mite proof mattress covers from a vendor specified by my allergy doctor. Due to the fact that I had already purchased mattress protectors from the vendor recommended by my doctor, I did not purchase Sleepy's mattress protector. Over time, the quality of the mattress deteriorated. I went to the Sleepy's store in [redacted], VA and was informed that Sleepy's discontinued selling Carolina mattresses in its stores because of a high volume of customer complaints with regard to the poor quality of the mattress. A mattress inspector from Sleepy's did inspect the mattress in December 2014 and a refund or replacement was not approved due to a small stain on the mattress.Desired Settlement: I am requesting a full refund of this mattress due to the poor quality of the mattress and the 10-year warranty of the mattress. After using a mattress for one year, it would be unreasonable to expect that it would be in pristine condition. The fact that there was such as high volume of customer complaints that warranted removal of Carolina mattresses from Sleepy's stores is evidence of the poor quality of the mattress and high level of customer dissastisfaction with Carolina mattresses.

Business

Response:

Case: [redacted]On December **, 2014 [redacted] contacted Sleepy’s Customer Service Department claiming that the queen size Carolina mattress and the King Koil Titan box spring purchased in December 2013 were sagging and making noise. 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 although the mattress and box spring met the manufacturer’s standards, the mattress showed signs of a small blemish which is a condition that voids the manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which states “The limited warranty does not apply to: bedding with fabric stains, soiling or burns will make the warranty null and void.” As a result, Sleepy’s voided the warranty claim.On January **, 2015, [redacted] contacted our Customer Service Department to inquire on the results of her recent warranty inspection. [redacted] was informed the Manufacturer’s warranty was voided due to the visible stain on the mattress. Upon receipt of [redacted]’ complaint filed with your Agency, a representative from our Customer Relations Department followed up with [redacted]. She was advised that in an effort to resolve the complaint, Sleepy's would offer full store credit for the mattress. [redacted] was informed that this would be a one-time accommodation and was reminded that any stains on the new bedding would potentially void the manufacturer’s warranty. [redacted] advised she would purchase a mattress protector to use in addition to the allergen protector she currently utilizes. [redacted] was directed to return to her local showroom to reselect new bedding. As we take these complaints very seriously, we believe that no further action is required at this time. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Resolution of Revdex.com Complaint [redacted] I spoke with [redacted] with Sleepy's previously and I concur with the proposed resolution of the complaint -- store credit. I left a message on [redacted]'s voice mail requesting that she revise the business' response to the complaint by specifying the following in the written response: (1) the specific amount of the store credit, (2) free shipping of the replacement order and (3) expiration date of the store credit, if any. Once I receive the amended response by E-Mail, I will "accept" the complaint as resolved. Thanks. [redacted]

Review: the mattress we purchase is still within the warranty years, the problem is our mattress has very deep body impressions & springs are starting to come through, its a pillow top so when they came to measure its hard to see, you actually need to lay in the bed to feell the impressions, feels like your sleepig in a hole. sleepys said impressions are not deep enough & we voided our warranty because we were missing a slat in bed frame. we didnt know there had to be a certain amount of slats, but that has nothing to do with whats happening to mattress.. the impressions are so deep its killing our backs. I feel the warranty is miss leading about the coverage. Sleepys said said we were given a book about bed frames when we purchased bed, which I never received. they also delivered the mattress & set it up and not one mention about frame. ive spoken to mgr at sleepys and they are only willing to give a discount on a new mattress but were unable to let me know % of discount, said it depended on type of mattress. we had purchased 2 of the same mattresses at same time and the other one is fine no problems, this one seems to be defected.Desired Settlement: I would like the warranty to be honored, thank you

Business

Response:

Review: Since 8/**/13 I have been in contact with Sleepy's regarding the warranty coverage on the items I purchased on 12/**/2012.

I purchased a full size box sprint, full size matress with the box and mattress bed bug Encasement Protector, and on 7/**/13 I noticed the box spring was infested with bed bugs. I Contacted a bed bug extermination company to fumigate my entire single house, and this company found bed bugs only in the box spring, and not anywhere else.

Today, my claim for warranty issues was denied over the phone and the representative told me that I will not be notified in writing of the reason of this denialDesired Settlement: I am requesting full refund on the complete purchase.

Business

Response:

Case#: [redacted]

Review: Products sold are below standards. While warranties are being honored, continuous need to replace should result in refund instead.

On 6/**/12, purchased CM20004/10BX and CM20035/0MAT for $1047.50 on order number [redacted] from [redacted] location. Just two weeks later the matress caved in on one side and replacement provided with no inspection on July [redacted]. Then a month or so later, the new mattress caved in. My daugther was diagnosed with leukemia around that time so this wa not a priority. We finally contacted them in March and were told our mattress is below standards and were provided a credit for only the mattress. We went to Sleepys and used credit to purchase a different mattress (same brand) which was delivered on April [redacted]. Then a month later, YET AGAIN, the mattress caved on one side. We were finally able to get an appt on Aug [redacted] where inspector came by and stated that the mattress and box spring are below standards. I never heard from Sleepys about anything so contacted them today to find out they will only issue me a credit based on the warranty. While I appreciate that I have this $1,047.50 to purchase yet another mattress/bs at Sleepy's and understand the deficiency is on the manufacturer, at this point, I am not confident in the merchandise they sell. They refuse to give me a refund even though they are selling the product. I have now had 4 deficient mattresses in last than a year which shows to the care they put in the products they sell. I do not have time to keep replacing mattresses, not to mention the body pain we incur each day due to the problem.Desired Settlement: I am seeking a refund for $1047.50 so I can purchase a mattress and box spring where I see fit and not be locked into purchasing at a company that does not take pride in the products they sell. We are currently sleeping on a broken mattress and box spring due to this conflict and need resolution so we can sleep.

Business

Response:

Case#: [redacted]

On July **, 2012, twenty-three (23) days after delivery [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress she purchased in June 2012was sagging. This would normally be considered a warranty issue and a coordination of an inspection necessary. However, in this instance Sleepy’s accommodated [redacted]’s concern and exchanged the mattress on July **, 2012. This exchange was not coordinated based on an established defect but in pursuit of Customer Satisfaction.

On February **, 2013, [redacted] phoned in with claims of the exchanged mattress delivered in July 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress was defective under the manufacturer’s warranty guidelines. However, the box spring was not. Pursuant to the terms of the warranty, we agreed to replace the mattress only. [redacted]’s exchange of the mattress only was completed on April *, 2013.

On July **, 2013, Sleepy’s coordinated another inspection for [redacted] in regards to her alleged claim of the mattress exchanged on April *, 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. 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, we agreed to replace the mattress only.

On August **, 2013, [redacted] was advised of the above results and requested to speak with a member of our management team. [redacted] demanded a refund for the mattress due to the inspector’s findings, [redacted] was reminded that in accordance to the manufacturer’s warranty a refund cannot be offered but an exchange of the mattress under the warranty can be. [redacted] was also advised that she is not obligated to select the same Carolina Mattress Guild manufacturer; she was advised that she can select any manufacturer of her choice.

Since customer satisfaction is our primary goal, we have agreed to depart from our well-established policies and, as a gesture of good will, we are offering to remove the mattress in [redacted]’s home and process a refund for the Carolina Mattress Guild ONLY in the amount of $1,047.50. It is [redacted]’s responsibility to contact me at the number below to coordinate the removal of the mattress and box spring. We believe that no further action is required at this time. However, 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 find that this resolution is satisfactory to me and the matter has been resolved however I have tried to reach out via phone and email several times and have not received a call back. The representative [redacted] does not return my calls or emails and this is discouraging given the promise of refund being made. I don't know how to go about fixing this of no one will respond, please advise.

Sincerely,

Review: In September 2012, I ordered 3 mattresses,box springs, head boards, etc. The double mattress had a sag in it. A mattress specialist deemed it defective. The headboard was also defective. When I went to the store to replace the merchandise, I was told by [redacted] that I had to pay for delivery of the new items whether I pick them up or have them delivered. I feel that Sleepy's should pay for the re-delivery. It is costing me $100 for each delivery. So I have to pay $200 for my defective merchandise to be delivery. Furthermore, they won't let me pick it up in case I damage it on the 1 mile ride home.

The delivery cost should be on Sleepy's profit, not off the working man's back. This is unfair that I have to pay $200 extra for the replacedment. The $200 should come out of Sleepy's profit and loss statement, not mine.Desired Settlement: Sleepy's pay for the delivery of new product.

Business

Response:

Review: We recently purchased a mattress from Sleepy's. The sales person told us about their 90 days same as cash deal that was easy to get. Instead of putting our purchase on a credit card we proceeded to utilize this option they offer. She told us it was easy to sign up and get and that we'd just have to call Progressive to set up the payment dates in a couple days. We thought great, lets do it. We were approved, in 2 days I called and set up the payment options and all was good. Today I looked at my bank account and noticed Progressive took out $40.00, I did the math in my head and realized this was over what we'd have to pay. I called Progressive and they said there was an "application fee" that the store charges for their financing. So, in essence 90 days same as cash isn't accurate because they are charging me $40 to finance. They said they couldn't do anything about it and that I had to call the store. I called them and spoke with another [redacted] and explained my situation and that at "NO" point did our [redacted] every say it would cost of $40 to do this. If that was the case I would have used my card. The [redacted] was a bit harsh with me saying sir I told you that when you bought it, I said ma'am you didnt sell us this, it was another sales person in which she said oh sorry. Regardless, our [redacted] never mentioned this fee and I asked Sleepys if I could just pay for the purchase and get my $40 back. She said I'd have to call Progressive again. I called them and in short they said no, they cannot do that. I then proceeded to call the corporate line for Sleepy's, again explained the situation and they said that they would not do anything because Progressive does the financing. I explained Progressive does in fact finance it however it was a Sleepy's sales person that "NEVER" stated there is a $40 application fee. Progressive did nothing wrong, Sleepy's did. She again said they wouldn't do anything. So here I sit paying $40 for an application fee that was never mentioned to us and the 2 company's passing the buck instead of helping a customer. As stated, I would go to the Sleepy's store this minute and pay the full price of $377 to get my $40 refunded but they do not care. I told them to please schedule to pick up the mattress then, she told me no, they could only exchange it.Desired Settlement: I would like to be refunded my $40 fee. I will gladly pay the purchase price of the $377.42 to receive a $40 check or if they can work it out I will pay $337.52 and they keep the $40 which would make the full sale price up. Thanks

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your inquiry

regarding [redacted].

We regret to inform you that we are unable

to assist [redacted] in connection with her progressive finance account.

[redacted] must contact Progressive at

###-###-#### for assistance with any billing issues. Nonetheless; an attempt

was made to reach [redacted] to no avail as a result a message was left for her

at ###-###-####.

If you should have any further questions

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

Review: Background: My cr for Sleepys is [redacted], also can be located by my number [redacted]. I originally bought a sealy mattress for $340.00 plus tax in March 2013. The matterss was defective and saggy. I called the warranty department to come and inspection the mattress. The mattress inspection originally claim the mattress has no problem. Then later I called again because the springs inside the mattress were causing pain in my lower back. The inspector came for the second time and notice that the mattress was defetctive. In result, in September 2013 sleepy forced me exchange another mattress only with them or there wont be any money returned. I went to my local sleepys showroom and requested the individual that individual using the mattress weight is more then 280 pounds and I need a mattress that will not cause any trouble. The mattress expert pointed out to the mattress I currently have. I repeatendly ask weather this mattress would be saggy for any reason. I requested that my mattress needs to be very firm. The mattress expert repeatedly said the mattress was the best and way better then my older mattress. I agree to exchange the mattress with the current mattress. Sleepys forced me to pay shipping cost again. The day I got the mattress deliver it was sagging so I called sleepys and they said maybe the mattress was manufactured defectively as they are all hand made. They exchnage the mattress. The mattress that I got for the third time is sagging and useless. I made repetitive complaints since I had the mattress.

The replace mattress was less in cost due to promotional event and I had $60.00 remaining from the older mattress. I ask for the $60.00 dollars and the showroom representative said I have to buy something else and there will not be any money given back. I had no option but to get something else.

At the moment, the second mattress has defective springs, its sagging, its unblanaced. In result it is causing pain in my back and shoulders. I went to the local representative and was treated with disrespect. The mattress is worst situation then t he first one.Desired Settlement: I need Sleepys t o exchange the mattress at no charge which would not cause trouble. The mattress has to be better in quality then the current mattress. There should not be any delevery or any other charge. I am hoping to get a phone call or email communication to explain why sleepys service is so decieving.

Business

Response:

Case #:

On September

**, 2013, [redacted] received delivery of a twin size mattress, which was part

of his warranty exchange.

Upon receipt

of the complaint filed with your agency, Sleepy’s Customer Relations representative

reached out to [redacted] on January **, 2014 and left him a voicemail message

requesting a call back. Since this what would be a potential warranty issue, we

have arranged for [redacted] an inspection with the third party company to

inspect his merchandise. We have left

[redacted] a voicemail message advising him that he will receive a call from

the inspection company within 5 – 10 business days.

As we take these

complaints very seriously, we will continue to work with the customer in an

effort to resolve his complaint. We will update this response when the

inspection results process has been completed. If we can be of further

assistance, please contact [redacted] at ###-###-#### or [redacted]

Review: My Husband and I invested in a complete bed system from Sleepy's Manufactured by Comforpedic (memory foam mattress) and we paid over $2,900.00, our mattress was $2381.61 and our two box springs to support the memory foam were $262.19 and $262.20. Whilst we were initially very happy with our investment over the past year the bed has been causing many nights of discomfort and pain to us both due to the memory foam sinking so badly. We contacted Sleepy's and they had an in dependent assessor come to our home to assess the issue and he found the bed to be defective. This particular Comforpedic model has been discontinued to due to this problem, Sleepy's said they would replace the memory foam mattress portion on the bed system, we would like Sleepy's or the Manufacturer to make good on replacing the entire system including the box spring as the model has been discontinued and has couple of years of wear and tear upon it, which may then create issues with the new mattress warranty that we exchange it for. Also the box spring and mattress are a pink coral color that match as a system, the new mattress will now not match and will no longer be a system. We should possibly like the option of perhaps going with an entirely new manufacturer and bed system which these box springs that they will not exchange we are left with.

We would like resolution from either Sleepy's or Comforpedic to exchange BOTH the mattress and the box spring and to make good on this distressing and painful situation. I have never experienced any back pain until this mattress became defective.Desired Settlement: New full replacement of both mattress and box springs.

Business

Response:

Case #: [redacted]

On July **, 2011, [redacted]

purchased a Comfortpedic Phenom king size mattress set made by Simmons. The delivery

was completed on July **, 2011.

On December **, 2013, [redacted]

contacted Sleepy’s Customer Service

Department claiming that the Simmons Comfortpedic king size mattress was visibly

sagging. Since this was what would be a

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

third-party independent inspection company delivered measurements that revealed

that the mattress did not meet the manufacturer’s standards; however the box

springs did meet the manufacturer’s standards. Therefore, only making the

Simmons Comfortpedic king mattress eligible for a warranty exchange. Pursuant to the terms of the warranty, Sleepy’s honored [redacted]’s request to

replace the merchandise. One of the

stipulations on the Manufacturer’s warranty under “What is covered by the

limited warranty” states: Replacement of

one piece does not automatically result in the replacement of the other piece.

Simmons reserves the right to substitute comparable materials or models and

does not guarantee that the replacement will match the existing piece. Mrs.

Nowakowski was mailed a letter of credit for the mattress only on January *,

2014.

On January **, 2014 [redacted]

returned to the local showroom to express her dissatisfaction with the fact

credit was being given for the mattress only and not the matching box springs.

The Comfortpedic Phenom set was of a distinct color where the box springs were

of a burgundy color and the mattress was white outlined in the same burgundy

color. [redacted] was dissatisfied

that no matter the new mattress, it would not match the box springs. The

Mattress Professional in the showroom advised [redacted] to contact

Customer Service to discuss the matter further.

On January **, 2014, [redacted] contacted Sleepy’s Customer Service Department regarding the credit

for the box springs in addition to the mattress. [redacted] was kindly

advised that being the box springs showed no signs of being defective, credit

could not be offered. [redacted] was informed whether she reselected a new

mattress or set, pricing would be negotiated for her. Dissatisfied with the response,

[redacted] filed a complaint with your agency.

On January **, 2014, the

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

her although Sleepy’s facilitates the warranty for the manufacturer Simmons,

the guidelines of the warranty must be followed and unfortunately will not be

able to offer credit for the box springs as they are not defective. [redacted] was informed the amount of credit she had for her mattress could be

used towards the direct replacement mattress, a different mattress or a new

set. [redacted] declined the offer and requested the phone number to

Simmons, as well as the phone number to upper management.

Since we have attempted to resolve

[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]

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 called and left a message today Sunday [redacted] February for [redacted] customer service for Sleepy's to contact me back tomorrow Monday [redacted] February, to arrange replacement of our defective mattress with the same grade/type of Comforpedic mattress that we have, with no additional charges on same model or delivery, as this was paid on the original date of delivery and due to the defective mattress is not a cost that we will incur.

Thank you.

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

Sincerely,

Business

Response:

Case #: [redacted]

We are in receipt of the

rebuttal filed regarding case # [redacted].

[redacted] received delivery of her mattress on February **, 2014.

Upon delivery, [redacted] noticed one of the box springs dented on one

side, which was not reported upon the first inspection. A warranty claim has

been arranged pertaining to this possible defect. We will continue to work with [redacted] to ensure customer satisfaction. If I may be of further assistance, please

contact [redacted] at ###-###-####

or [redacted].