Sleepy's

Review: I purchased a mattress from Sleepy's six months ago and within this time have had the mattress replaced THREE times because each one was deemed defective by third-party vendor. Despite these three separate occasions (each requiring multiple calls to customer service and scheduling with "bed check" to evaluate the mattress) the company is refusing to grant me a refund.

Sleepy's will only give me a credit to replace the mattress, which they now claim only

cost $833. At the time my husband and I purchased the bed, we paid $1700 for the mattress and box spring. We were told that we are be being given the pillows, mattress pad, and delivery free of charge. However, we discovered that this is not the case once we looked at the receipt more closely when we got home--these "free" items were itemized in the receipt, thus reducing the price of the mattress significantly. Since we did not expect to have an issue with the bed, we didn't remedy this poor business practice with the store.

Considering the time and effort of having gone through three separate mattresses, I believe I should be granted a full refund of the complete purchase price. I am willing to return all the items--including the items that they cleaned for free.Desired Settlement: I want a full refund of the $1700 that we originally paid for this bed, as well as the refund for the $100 I was charged for the delivery of the second defective mattress, for a total of $1800

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted]

contacted our Customer Service Department stating the Stearns and Foster king

size mattress received on November **, 2013, 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; therefore Sleepy's granted [redacted] an exchange. [redacted] received an even exchange of the same mattress on March **, 2014.

On April *, 2014, after two

weeks of receiving her new mattress, [redacted] contacted our Customer

Service Department stating the mattress was sagging. Since this occurred under

the normal thirty (30) days to have an inspection, Sleepy's arranged for [redacted] to have an even exchange. The new mattress was delivered on April *,

2014.

On May **, 2014, [redacted] contacted our Customer Service Department stating the Stearns and

Foster king size mattress received a month prior was showing signs of visible

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; therefore Sleepy's

granted [redacted] an exchange. [redacted] was sent a letter of credit on

June **, 2014.

On June **, 2014, [redacted] contacted our

Customer Service expressing her dissatisfaction regarding the fact the Stearns

and Foster Mattress needed to be replaced once again. [redacted] spoke with a

Supervisor in our Customer Care Department and was informed Sleepy's would

assist with reselection to a possible upgrade, outside of Stearns and Foster. [redacted] expressed she at this point would just like a refund. [redacted] was

advised her request would be reviewed with upper management and would receive a

call back. Upon Sleepy's following up with [redacted], we informed her

request could not be accommodated, since Sleepy's does not have a refund policy

once merchandise is received. Notwithstanding [redacted]’s concerns, Sleepy’s

again offered [redacted] to work with her on reselecting new bedding within a

certain price point in order to accommodate her in not having to spend any more

than she had already invested. [redacted] agreed to look at new bedding

within the price point of $1379.99-$1500.00. [redacted] also asked for an

extension to use her store credit.

On June **, 2014, upon [redacted] returning to her local showroom, the Mattress Professional on staff contacted

our Customer Service Department to inquire on the notes documented on [redacted]’s account and also inform [redacted] had reselected a new mattress. A

Customer Service Representative advised the Mattress Professional due to the

inconvenience of having to replacing another mattress this has caused [redacted];

Sleepy's would work with the pricing on new bedding for her. As long as she

reselected new bedding was in the price range of $1379.99 -$1500.00 we could

accommodate an even exchange. The Mattress Professional informed [redacted]

reselected the Serta I-Series, model #SRIS41 king size mattress which is an

upgraded model which retails outside of the price range advised. For this

particular model [redacted] was informed there would be a price difference.

[redacted] disagreed and filed a complaint with your agency.

Upon [redacted] making her purchase, she received a warranty card attached to her

mattress which clearly states “Stearns and Foster will repair or replace, at

our sole discretion, the defective product in a reasonable period of time

within the 50 United States or Puerto Rico with charges as shown on the

Warranty Schedule and exclusive of transportation and inspection costs. Stearns

and Foster reserves the right to replace the failed product with a product of

equal or higher value, and does not guarantee an exact match to your current

sleep set.” In addition to an invoice which states “No refund will be offered

after delivery, with the exception of partial adjustments in accordance with Sleepy's

Price Guarantee Policy. Sleepy's makes no warranties, representations,

indemnities, or guarantees with respect to the products, whether expressed or

implied, arising by law or otherwise, including without limitation, implied

warranties of merchantability or fitness for a particular purpose.”

In an

effort to resolve [redacted]’s complaint, Sleepy’s can offer an even exchange

to the same Stearns and Foster king size mattress, model #4147 which she is

entitled to under the limited warranty or [redacted] has the option of

reselecting a new mattress and/or box spring and Sleepy’s will assist with

negotiating the pricing on the new bedding. In regards to the Serta king size

mattress [redacted] had already selected, Sleepy's can offer a lower balance

than what was advised prior of $200, plus tax.

Since this should resolve [redacted]’s complaint

we feel no further action is required. If I can be of any further assistance

or, if you should require additional information please do not hesitate to

contact [redacted] at ###-###-#### or [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 appreciate [redacted]s detailed response as to what has happened over the last several months. However, she has the details wrong regarding my return to the showroom in June.

After spending more than an hour and a half in the store picking out a new mattress that fell within in the $1379-1500 price range, I attempted to purchase a Serta mattress (which cost $1299) with the store's representative. When he called customer service with the case number I was given, there was no note regarding this increased credit range that the supervisor had supposedly given me. The representative on the phone was incredibly rude and insisted that I only had a credit of $833 and that if I wanted the new mattress, I was going to have to pay the difference!

The alternative was to take a fourth Stern & Foster mattress. Who wants a fourth defective mattress?

Considering the immense time that I have put into this and the fact that all of the mattresses have been defective, I don't understand why I cannot receive a refund. This is costing the company and me time and money--an exception should be made in this case.

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].

On July **, 2014, a Customer Relations representative spoke with [redacted] regarding the offers made. [redacted] was informed Sleepy’s can

offer an even exchange to the same Stearns and Foster king size mattress, model

#4147 which she is entitled to under the limited warranty or [redacted] has

the option of reselecting a new mattress and/or box spring and Sleepy’s will

assist with negotiating the pricing on the new bedding. In regards to the Serta

king size mattress [redacted] had already selected, Sleepy's can offer a

lower balance than what was advised prior of $200, plus tax. [redacted] was

informed that although Sleepy's doesn’t have a refund policy once the

merchandise has been signed an accepted for, if the accommodation were to be

made it would be for the mattress only. [redacted] advised she would return

to the showroom and call back with specific model numbers. To date, [redacted] has not contacted Sleepy's to advise of her reselection.

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: To Whom It May Concern,Thank you for taking the time to review this. I purchased a headboard, platform, mattress and pillows from Sleepy's in [redacted]. I paid cash for this merchandise. During the first month and 1/2 I experienced issues with the mattress (it was sagging). Sleepys technician came and it was determined that it was sagging and that I would receive a replacement. Well, after approximately 1 month of the new mattress that started to sag. Sleepys would not send another technician, just agreed to replace the bed. Well I moved and while packing I noticed a sticker that would have been facing the floor on the bottom of the platform, clearly stating these products may cause cancer. I was beside myself. I immediately called sleepys and their answer to me was send us pictures. So I sent pictures immediately, only to wait a month to be told send some more pics. Only to be told finally that mostly all furniture products have that label. I am beside myself, I realize there are things you come in contact with in life. But I am certainly not going to invite cancer into my home.May I say having experiences with this the thought of sleeping on it which I did for months makes me sick. I would just also like to mention during a delivery to my home, they did in fact damage my driveway, the driver was so unprofessional and irate about the situation, that he took upon him self on a Sunday afternoon, uninvited, unannounced was found on my private property @ 3pm taking pictures.I look outside my home to find this man on my property, with his own vehicle blocking my driveway.I immediately called sleepys only to find out that they had no idea he was there. I asked him to leave he would not, I had to have their transportation department make him leave. The driver's name of [redacted] and all he kept saying was "Do you know I have to pay for this" Who is he to come to my home uninvited harassing me. Taking photos and walking throughout my property without my permission. [redacted]Desired Settlement: I am requesting a full refund for entire bed. Including set up fees that I never would have incurred had I been disclosed of the fact that these products contain cancerous agents

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:

This is by no means resolved. I have not received a dime. At first I was told it was in the mail 2 weeks ago. Then it was being overnighted. Now its certified. I am also requested funds back for the set up fee. Had this information regarding the merchandise been disclosed to me, I never would have purchased therefore I would not have incurred the $99.00 set up fee. I feel I am entitled to that dollar amount as well.

Business

Response:

Case #: [redacted]

On September **, 2014, [redacted] contacted our corporate office and spoke directly with a member of our management team. [redacted] expressed her concern regarding an alleged law tag located on her merchandise which indicates a health hazard. Due to the vast amount of these bed frames sold [redacted] was the only received complaint/concern. As a result and in an effort to validate the consumers claim it was requested that she send in supporting photos of the alleged law tag.

On September **, 2014, @ 1:45pm [redacted]’s photos were received and forwarded to management for additional review and consideration.

On October **, 2014, upon thorough review of this complaint our records indicate [redacted] has been issued a refund in the amount of $440.88, in the form of a check. This refund reflects the agreed upon driver damage amount of $50.00, in conjunction with the refund of $390.88, for the return. The check was processed for both mentioned amounts on Tuesday October **, 2014. The check has been sent to the consumer via certified mail under certified number: [redacted].

Since we have refunded the consumer in regards to her concerns we believe no further responses are required. If you require additional information or if I can be of further assistance 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:

Yes I did visit the Corporate Office because of all the games being played. But the monies that was refunded to me did not include the $99.00 set up fee. Therefore, Sleepys still owes me $99.00 plus tax. I never would have purchased this merchandise had certain information been disclosed and I never would have incurred a set up fee.

Thank you

Business

Response:

Case #: [redacted]

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

On October **, 2014, [redacted] visited our corporate office [redacted] and personally retrieved the refund check. We are not offering any additional monetary compensation at this time.

If you require additional information or if I can be of further assistance please do not hesitate to contact me [redacted] at [redacted] or [redacted]

Review: My mattress broke and I was sleeping in a whole and was quite uncomfortable. Since I was moving I did not want to take the broken mattress with me. It was an expensive purchase, I was trying to figure out how I was going to afford another mattress and the additional costs of moving. I decided to go to the place where I originally bought the mattress to inquire about a possible warranty. It seemed to me that the mattress should have lasted more than I had it. I was happy when the sales person told me I could get a replacement and gave me a number to have an inspection done. I spoke to the inspector and he agreed that I would get a replacement. At the time he gave me no other information or anything in writing just a phone call. My new task was now to go to Sleepy's and get a new mattress for the one that was declared broken and being replaced. I left the home in July and with the mattress broken and getting the okay that it would be replaced I left the carcass behind glad that I would not have to spend money I did not have to move it. I just took my clothes and my kids and some of their things. As of that time, I've been sleeping on an air mattress on the floor. When I finally was gifted some bedroom furniture, I went to the store to choose the new mattress. I spoke to a salesperson who was shocked that I had been sleeping on the floor since July. I told him the story because I was looking forward to actually sleeping comfortably. At some point one would think he would mention something about a removal but nothing. I also changed my address with him on the computer to arrange deliver and again nothing. Finally the truck drivers called me on my phone I believe they came earlier than expected so I said give me a minute to get dressed and I'll let them in. They insisted that they did not have the time to wait and that they had to do other pick up and deliveries. At that time I told them well I don't have anything to pick up and that I'm just getting a replacement. I was dressed and went downstairs to let them in the building. When I got there they told me that they would not give me my mattress because they called Sleepy's and they were not authorized to give me my mattress. Sleepy's also called me and that day was the first time I heard this mentioned. Once the mattress was declared to be going to be replaced by your company no one will think to keep sleeping on it or keeping a broken mattress around. How cruel to have someone see their mattress that is paid for and then drive away with it. I read my receipt, the Satisfaction Assurance section is the only place that requires the consumer to produce the defective product for exchange and that's for a twenty one day period and no later. Sleepy's is not honoring their claim they even took more mony from me because the new mattress cost more as the other one was discontinued. I honestly feel like my mattress is being held hostage at this point. I have received zero communication from Sleepy's except an email inviting me to their black Friday sale. I made a second trip to the store to talk to someone and after listening they said that there is nothing they could do at the store to help me get my mattress. At that point after waiting since November **, 2014, and receiving not one follow up call from Sleepy's this is my only recourse.Desired Settlement: I want the mattress that I paid for to be ecased in an intact plastic case and delivered to me in a clean truck.

Business

Response:

Case: [redacted]On January **, 2013, [redacted] purchased a Carolina Mattress Radiant queen size mattress set, along with a mattress protector. All merchandise was delivered on March* , 2013.On July **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the 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 both the mattress and box spring met the manufacturer’s standards and therefore qualified for an exchange. On August *, 2014 [redacted] contacted our Customer Service Department to inquire on the results for the recent warranty inspection. [redacted] was informed her queen size mattress and box spring were considered defective and eligible to be exchanged. On November **, 2014, [redacted] returned to her local showroom toreselect new bedding. Delivery was scheduled for November **, 2014. Upon delivery on November **, 2014, the delivery drivers contacted Sleepy’s Delivery Support Department stating [redacted] did not have the Carolina queen sizemattress and box spring in order to do the exchange. At that point a representative contacted [redacted] to confirm. [redacted] informed she left the old bedding at her previous residence. Sleepy’s informed [redacted] was informed without the old bedding, which is required to go back to the Manufacturer, the exchange could not be completed. [redacted] made the claim of never being advised the old bedding would need to be in her possession in orderto have an exchange. Dissatisfied with the outcome, [redacted] filed a complaint with your agency.Upon receipt of [redacted]‘s complaint filed with your agency, a representative from our Customer Relations Department followed up with [redacted], however she wasn’t able to speak at the time and informed she wished for the agency to handle the complaint. In an effort to resolve [redacted]’s complaint, Sleepy's will offer partial store credit in the amount of $286.70, plus tax to be used on ANY new bedding of her choice along with a discount on the 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].

Review: I have purchased this full size "kingsdown" brand mattress and matching box spring from sleepy's back on 1/*/2013. It comes with 20 year warranty and paid $2179.99 total ($1905.47 for mattress, rest is for box spring). Since this box spring has become so uncomfortable due to sagging and can not be used as my mom will become disabled if she continues to use it. I called to complain and they sent a home inspection set which included a string with weights and markers to show the indentation and bunch of photos I had to take to show the condition and the support of the mattress. Photos show 1/2" sag but this is a pillow top set so pillow always recovers once you get up. Problem is actually with the inner springs. Sleepys did not accept that there was anything wrong with mattress saying "merchandise up to standards" as it does not show 1 1/2" sagging in the pictures. This is pillow top mattress, pillow top recovers and the problem is with the springs. I looked at the warranty of kingsdown brand and it also says "".... Sagging is defined as a 1 1/2" or greater indention or severe compression of the inner-spring unit...." so they are just using 1 1/2" indention here as guide but the problem is with the inner-spring unit just as it is covered in the warranty and they are not honoring this. They said even if they call for home inspection which would take 3 months of wait time (apparently I don't qualify for this, under what criteria I don't know), inspectors would only repeat the string test and not touch the mattress, press on it, sit on it or lay on it. So they say it serves no purpose here. So, why is that even an option here? Then she goes on saying, in 6 months I can qualify for another inspection and later in the conversation this changed to a year instead of 6 months. So, I have no clue what their standards are, and the fact that my mom is in need of physical therapy as she is sleeping in a V shape is not acceptable. I paid good money to buy an expensive quality mattress and got this plus the aggrevation of them not honoring their warranty and not even wanting to inspect it. This is not right.Desired Settlement: I want this mattress returned and I will pick out another mattress, another brand as an exchange with the same is not trustable in my eyes. Or they can refund my money.

Business

Response:

Case #: [redacted]On November **, 2014, Sleepy’s Customer Service Department was contacted with claims of the mattress and box spring purchased in December 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 the [redacted]’s home, and the inspection results revealed that the merchandise met the manufacturer’s guidelines and, therefore, was ineligible for a warranty exchange. Dissatisfied with the results of the inspection and the manufacturer requirements the [redacted]’s filed a complaint with your office. Even though the inspection determined that the mattress was non-defective and no defects observed regarding the inner springs as the consumer is referencing, Sleepy’s has attempted to satisfy the customer by offering her an option of purchasing a set at an employee discount in which [redacted] advised she would visit her local showroom and consider. [redacted] has agreed to follow up with me once a model number has been obtained in regards to a product of interest. In an additional attempt to assist [redacted] with her complaint we also offered: 1. A second opinion inspection. If the results of the inspection deem that the merchandise is not up to the manufacturer’s guidelines, Sleepy’s will arrange to replace the defective item only. Since we have actively attempted to assist the [redacted]’s with resolution we believe that no further responses are required. If [redacted] opts to take advantage of either of the above generous offers she has my e-mail address to reach out to me directly. If you require additional information, please do not hesitate to contact [redacted] ###-###-#### or [redacted]

Consumer

Response:

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

[Your Answer Here]I have read the response and yes I will consider the options but I think we have a misunderstanding here as the response from sleepy's agent says "sleepy's dispatched a third party inspection company to [redacted]'s home and the inspection revealed no warranty issues." This is not true as no one came to my house to look at the mattresses (I actually have two that have problems but since the other one only cost $800, I can't even bother to go through all this). But the reality is no one came to look at the issue in person so they might be under wrong impression here. I just wanted to bring that up as I don't want us to move from wrong information here. If someone wants to come and take a look, I welcome it. I will be in touch with the agent on Monday after we visit the showroom this weekend to see how much a new mattress for my mom would cost as I really want to make sure she is comfortable and healthy without much delay as she is elderly and I can not afford to risk her health.Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your rebuttal regarding [redacted].We were surprised to receive this complaint from your office considering a member of our Customer Relations Department reached out to [redacted] on December **, 2014, to discuss and clarify the offer of accommodating pricing. The consumer was made fully aware of the guidelines, and as a follow up an e-mail communication was sent as confirmation of the conversation. Unfortunately; the previous offers presented of a second inspection or accommodating pricing will remain the same. Also as discussed with the consumer and supported via e-mail once the consumer has obtained a model number she was advised to reach out to me via e-mail for the accommodating price on her selected model. Since we have reviewed the consumer’s rebuttal and our offer and position remains the same we believe no additional responses are required at this time. If you should require additional information of if I can be of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

My husband and I went to a Mattress Discounters store on February ** (Mattress Discounters is owned by Sleepy's). We had spent 4 years saving for and researching a Tempurpedic bed and were ready to purchase. We ended up with a King size with a few upgrades and our final bill was over $5,000. When you pay that much money for ANYthing, you should be a customer a company treats with respect. Frankly, it doesn't matter how much you spend, customers should be valued because where would you be without them??? At the in-store appointment, we specifically described our stairs/house and asked the salesperson if there would be a problem getting a king size bed up to the second floor. He assured us that it would not be a problem and that a Tempurpedic mattress bends "significantly" compared to regular mattresses. We set the delivery date for March * and I worked from home and arranged for my mother to pick the kids up from school. It should be noted as well, I am 6 months [redacted]. The delivery window was 11-3. The temperature outside was 45 degrees. Three men arrived around 2 pm to deliver the bed. I put the dog away as instructed, and the bedroom was clear and ready for delivery. We gave our previous bed to my brother and had no place to sleep until our new bed arrived. The first delivery man walked into the house and looked at our stairs and said, IMMEDIATELY, "The mattress won't fit. It's frozen and won't bend. We'll have to leave it here and come back another day to install it." To say the least, I was speechless. I told him what we had been told at the store. He maintained he couldn't do anything about it. I asked to speak to his [redacted] on the phone. During that time, the two other men came into the house. I was uncomfortable, VERY upset, and outnumbered. The woman I was given to speak to as their "[redacted]" told me the same thing about the "frozen" mattress and I said they haven't even tried to bring it in. She said they could do that, but probably it wouldn't work and we'd have to wait until FRIDAY (two days later) because they didn't have any other deliveries available. I told the men to please try to bring the mattress up the stairs and asked this woman to speak to HER [redacted]. After a 10-15 minute hold, during which time the men tried (but not very hard) to bring the mattress up and could not, I was put on the phone with "[redacted]" who later identified himself as the "[redacted]" of the entire company. In fact, later when I told him I would be complaining and sending a complaint, he told me he would be the one reading it so there would be no recourse. The FIRST thing this man said to me on the phone was "Is the mattress frozen?" I am a consumer. I am not a Tempurpedic salesperson, employee, delivery person, or even someone who has slept on it before. I said I didn't know, but that is what they said. He told me I needed to feel it and see if it bent. So, in front of the THREE strange men in my house who had told me that it was frozen, this "[redacted]" asked me to prove that they were lying. I felt it and it was cold (we bought a mattress with cooling gel/Breeze technology) and it DID bend when I pushed it. I told [redacted] this. He then asked me if I would like to give the delivery man permission to try to "force" the mattress up because if it IS frozen it could "break" the mattress and the delivery man/Sleepy's was NOT LIABLE for that. I told him there was no way I could say "Yes" to that request and that was absolutely ridiculous to ask of me, the customer. At this point, the [redacted], gave me NO other options, NONE, except a Friday installation during which time a large King mattress would stay in my hallway on the main floor of our small townhouse (reminder, I am [redacted] and have two young children) in order to "thaw" the mattress. There would also be no where for me to sleep. I informed him that this was absolutely not a satisfactory solution to this problem and that I was [redacted] and could not sleep on the floor. I asked him SEVERAL questions to which he had no answer. "Are all your other deliveries in Florida? Because otherwise you would have encountered this MANY MANY times before and have solutions." "Why did the salesperson not tell us that this could POSSIBLY happen when we ordered the mattress in February for an early March delivery? (his answer here was that he would "look into it") "Why did you wait until the END of my delivery window if you knew the mattress was frozen (he had said earlier that it was sitting outside all night after being in the truck so he wasn't surprised it could be frozen) so that they could let it thaw and come back later in the day." (his answer was that this would have been good, but it's too late now. FINALLY, I asked him where I was supposed to sleep and he had no answer. I asked many many many times how he was going to make this right. He continued to say "by delivering on Friday." At one point he asked if I had "anyone who could help me carry the mattress up to the second floor later tonight if they left it." I reminded him AGAIN that I was [redacted]. And had ONE husband. They send THREE young, healthy delivery men to carry that mattress up. How is that even a question he could ask me?? He was UNempathetic, and not creative in any way in thinking of solutions. Meanwhile, I'm on the phone yelling at this man while three strange men stare at me in my home. This was an AWFUL experience. I took [redacted]'s name and employee number and told him he would hear from us again in terms of social media and the Revdex.com complaints because he made it clear to me that he reports directly to the "Executive board" and any complaint would go to his desk and would fall on deaf ears. He said there was no offer of any reimbursement/refund for this experience, and again, was completely unconcerned with how incredibly dissatisfied I was with this awful service. I had my husband on my phone listening to MY end of the conversation the whole time. The moment I handed back the phone to the delivery man, I told my husband to get on social media and call Sleepy's out for their HORRIBLE customer service. My only recourse is to warn as many other customers to get Tempurpedic mattresses from OTHER RETAILERS. [redacted] spoke to the delivery man for a few minutes and then....miraculously....the delivery man asked me if I had a hairdryer. I said "yes" and gave it to him. From then, it took about 10 minutes to "thaw" the mattress with the hairdryer (NEVER DISCUSSED BY ANY OF THESE PEOPLE PRIOR TO THAT POINT) and then they carried it up the stairs, installed the bed and left in a total span of approximately 15 minutes after the conclusion of my horrible conversation with this "[redacted]." So in the end, my only thought is that this delivery team wanted to get to the rest of their deliveries and attempted to take advantage of my being alone, being a woman, being [redacted] and were going to just tell me that was how it had to be and get on with their day. Once it was clear I would not be taken advantage of, their plan changed. How did I sleep my first night on the new bed? NOT WELL. Not the fault of the bed -- but obviously this experience rattled me and I was extremely upset the rest of the day and night. My only hope is that at least one person reads this and goes SOMEWHERE ELSE for their mattress!!! BEWARE.

Review: I complaned about my box springs Sleepys sent someone out to check them out and they said they were no good. Sleepys said I could get two new ones.They said up to one hundred forty five each My complant is they want me to pay 99 dollars for the delivery charge I feel that the box springs are no good why should I pay for delivery charge.Desired Settlement: Replacement at no cost

Business

Response:

Case #: [redacted]

Review: A mattress I have purchased from this company got shifted in about 3 weeks right during the time when the exchange time for the mattress has expired. The company inspected the mattress and gave me an exchange warranty credit, but only after a month I found out about it when I had to call them to ask why nobody has ever gotten back to me. When I asked the exchange mattress to be delivered to me for free because I have already paid for the delivery and don't want to pay again because the mattress was defective, the company refused to delivery it for free and asked for $100 more. The warranty section of my purchase receipt states that "New York City consumers will not be charged an additional delivery fee for warranty and service exchanges that occur within three months of the original delivery date." I have purchased the bed with the defective mattress at [redacted].Desired Settlement: I want to mattress to be delivered to me for free.

Business

Response:

Case #: [redacted]

On

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

that the mattress she 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, and the box spring was not.

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

only.

On

January **, 2014, [redacted] made a selection of the same mattress to be

delivered. Unfortunately and very much out of ordinary, Sleepy’s representative

made an error and requested that [redacted] pays delivery fee. Consumers who

have warranty exchange processed under 90 days from the date of original

delivery in the five boroughs of New York are not required to pay delivery fee.

Dissatisfied

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

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

2014 and was able to review account and determined that a customer care

representative did in fact already waive the delivery fee.

Since

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

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

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

Consumer

Response:

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

Sincerely,

Review: I purchased a Sealy Watertrace queen mattress at the store. I tested the mattress at the store. When I got the mattress home and unwrapped it; it was not like the mattress I tested in the store, it was of very low quality with no support. I am unable to get a refund because I have taken the mattress home. I had researched the mattress on line and had the information with me at the store. I did not get the mattress listed in my information. I was also charged $50.00 more than the on line price. All I am asking for is a refund the mattress is only 1 day old. I can not upload information to the Revdex.com site but I do have all hard copys of the transation and can fax them if needed.Desired Settlement: Refund

I would like the entire $427.98 refunded to my credit card.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted].On June **, 2015, a member of our Consumer Relations Department reached out to [redacted] to discuss his concerns in regards to the discomfort expressed with the Sealy Water Trace queen size mattress delivered on July **, 2015. The consumer advised that he believed that he required the firm version of Sealy Water Trace [redacted] stated that he did advise the Mattress Professional of this however; the plush was recommended. Sleepy’s offers its customers the opportunity for a Comfort Exchange, provided that the exchange occurs within 21 days of delivery. The Comfort Exchange Policy specifically states that each customer is entitled to one Comfort Exchange and the exchange must be for merchandise of equal or greater value and would incur a fee in the amount of $150.00, and a transportation fee of $99.99 plus tax.” As an accommodation to [redacted] we have agreed to depart from our established polices and procedures and process the Comfort Exchange for the consumer with no associated fees which has been scheduled for delivery August *, 2015. [redacted] also detailed his concern in regards to Sleepy’s on-line pricing at $349.99 versus the in store pricing at $399.99. The consumer was provided with a copy of Sleepy’s Terms and Conditions which in clear and concise language details Sleepy’s Price Guarantee, a benefit we extend to our valued customers. The Price Guarantee specifically states that, “If a customer finds the same or comparable mattress at a lower price elsewhere within thirty (30) days from the date of their delivery, we will refund the difference plus 10% of that difference.” The customer must present the competitors current ad or invoice, however, Sleepy's cannot price beat the price of our own merchandise. Our Price Guarantee excludes super values, mattress values, special purchases, closeouts, exchanges, floor samples, warranties, discontinued merchandise, and one-of-a-kind merchandise”. The Price Guarantee is prominently displayed in Sleepy’s showrooms, web sites. As an additional courtesy to [redacted] we have agreed to step outside of our “No Refund Policy” and adjust [redacted] invoice $20.00, plus tax and restore his funds in the same manner paid [redacted] credit card last four digits [redacted]. Since we have reviewed the consumer complaint and resolved to his satisfaction, we believe no further responses are required. If I can be of additional assistance please do not hesitate to contact Chanda N[redacted] at ###-###-#### or [redacted].

Review: In November 2014 we purchased a mattress top at Sleepy's in [redacted] to us the mattress was comfortable and we purchased it we told the salesman about my back issues I had a 360 back fusion so I really need comfort which he said that this mattress would be great in fact he has it and the pillows too. after a few months the mattress was sagging both my end and my wife's end she is only 130lbs she turns mattress every month around. We complained to the salesman and he directed us to call customer service which we did and they sent out a kit which consisted of a long red string and two washers tied to each end we followed directions and took fotos like they told us too. My wife call customer service and explained to the lady that you needed to see this in person the indentations of the mattress not even a few months old. We have not small children that jump on the bed and neither do we. Well finally someone came to our home Mattress Marshalls he did his thing did not even talk to us he made us feel invisilble. He wrote his observation that body impression 3/4 inch in right center to hime there was no 2 in sagging on either side. No stains or rips or squeaking noises. Tags were still attached we had our own box spring. His observation was depression in boxspring 1/4 in lft side 1/2 in right side. Which rt side my wife always sleeps on that side and again her weight is 130,me I am 6 ft tall and weigh 290 my wife is 5ft 2. His report stated we had adjustable frame which salesman knew but we never used it on this mattress as far as it goes the two twin adjustable frames married as king set no defect! Determination:codes not covered under warranty comments:customer own bases(frame) defective void warranty now which is it? The impressions on the bed can only be seen in person especially when bed is done my wife goes over bedspread and you can definialty see sagging. Now our frames were ok good no problem but we did what they wanted to buy new boxspring and frame which we did and the told us to see how it works still the problem is there.Now someone called me by the name Donna from customer service and said the were going to exchange mattress and give us new one they were going to write off the other one. A week later some lady name Henrietta from customer service call and was really adamantly telling us there will be no exchange or refund or anything because warranty was void they will work with us in purchasing a new mattress we spent 6 thousand dollars not pennies I am a disabled retiree I am looking for comfort I would not purposely keep up this total mess.Desired Settlement: I would like them to honor warranty maybe they can sleep on this bed and see nothing is perfect. I do not want to pay more delivery fees or anything this is not our fault.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the inquiry regarding [redacted]. Upon receipt of the consumer’s inquiry Mrs. S[redacted]’s concern was reviewed; we are extremely apologetic for the consumer’s dissatisfaction. Taking into consideration the consumer has now purchased the matching foundation as required by the manufacturer we will allow a second inspection via the third-party independent inspection company. On August **, 2015, this was communicated to Mr. S[redacted] and she has accepted the second inspection offer. The consumer was provided the necessary contact information to assist her in this resolution process. If require further information please do not hesitate to contact me Chanda N[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. It will be resolved once inspector comes to see mattress and they change the mattress with no added fees or hassels.

Sincerely,

Aberto S[redacted]

Review: Two years ago I purchased a mattress things were going along great then a few months ago I noticed some sounds like springs going down when I sit on them getting stuck and then popping back up or not at all. Over time a dent where I sit in my bed started to develop and the one side of the bed is leaning now there is a hole in the side of the mattress and a spring is broken and poking through the mattress. After only two years the mattress is starting to fail , last mattress I had from rent a center lasted 7 years before anything happened.Desired Settlement: I would them to exchange the bed.That is all I want.

Business

Response:

Review: I bought a memory foam mattress from another company a few years ago (my sister and I both) after a year I went to take the mattress cover off and discovered mold inbetween the box spring and mattress and so did my sister that lives in another house. The company had someone come out and look at the mattresses and shipped us both new mattresses. After a year later we both noticed mold again. After that we did NOT want a bed from that company. I went to Sleepys to purchase a mattress and specifically asked about the mold problem because ive had it twice prior I was told that if I had mold they would send an independent contractor out to look at it. These mattresses are nonflippable. I just checked under the mattress that I bought from SLEEPYS and noticed mold. I called to let them know and now I get that MOLD isnt covered under the warranty after I specifically asked before purchasing the mattress and was told it was covered. I dont know if the memory foam mattresses are known for mold but seems kind of strange that every one has had mold! I would like some justice. The mold is under the bottom of the mattress and on top of the box spring.Desired Settlement: Refund I would like a refund or maybe just a credit to get another bed that isnt memory foam there is obviously a problem w/these mattresses.

Business

Response:

Sleepy’s

is in receipt of your inquiry regarding Case: [redacted]. By way of background and

for your records, I will relay the circumstances surrounding the complaint, so

you may better understand our position and its efforts to ensure customer

satisfaction above and beyond its obligations.

On November [redacted] 2011, Ms. Wood

purchased from Sleepy’s a Classic Visco king size mattress and box spring. On October **, 2013, almost two years after

delivery, [redacted] contacted our Customer Service Department claiming there was

mold growing on the side of her mattress and expressed an interest in having

her bed inspected as a potential warranty issue. We advised customer that the

problem that she was experiencing is not covered under the manufacturer’s

warranty. However, we offered [redacted] accommodating pricing on a new purchase.

[redacted] refused the offer.

Upon receipt of the complaint

from your office, Sleepy’s Customer Relations representative reached out to the

manufacturer to find out if they were familiar with this issue. They did advise

that certain conditions in a customer’s home would cause growth of mold. [redacted] stated that she has had two previous foam mattresses that resulted in the

same condition. [redacted] claimed she purchased this type of mattress again

because she was advised by one of our Mattress Professional that if she

experienced this problem she could file a warranty claim.

On November *, 2013, Sleepy’s

Customer Relations representative spoke to the customer and advised that

although this condition is not covered under the warranty, we would be willing

to offer her a partial credit and accommodation pricing on a new mattress set

of her choice. [redacted] advised that she would think about it and call us back.

We spoke to customer again on November **, 2013 and made the same offer to her.

Customer refused offer and advised that she would be contacting your office

again. This offer is still available if

the customer wished to accept it. [redacted] will receive a Sleepy’s store credit

in the amount of $468.00 and a discounted pricing on a new set. Customer will

also be responsible for the transportation cost in the amount of $99.99.

We will continue to work with

[redacted] to resolve her complaint. If

you have any further questions 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:

[Your Answer Here]

I have read the response from sleepys and cannot believe that the mold problem is being blamed on my house. I bought this house 10 years ago and my other mattress didn't have mold on it, my couch doesn't have mold on it and the other mattress that was in the spare room didn't have mold on it. I talked to sleepys extensively about the mold problem prior to buying the mattress set. I was almost guaranteed that the mattress would not grow mold. Being told that it came shrink wrapped and if there was a problem that an independent contractor would come out and look at it, and that was after the salesmen contacted a supervisor. The reason its been 2 years is the first year I tried to look under the mattress since it was only me and its a king size bed I wasn't able to lift it up that high, and being told so much from the salesman I really didn't expect mold to be there. This time I had a man lift up the mattress higher than I was able to and that's when I noticed the mold. I have read online as well as the supervisor from sleepys told me that mold is a problem w/these memory foam mattresses. Mold comes from being moist. This is a nonflippable mattress and the mold is on the bottom of the mattress (not on the side of the mattress like the response says). I have in no way been the cause of this mold. I paid $1150.00 for this set and they are offering me under $500.00. The foundation also has mold on it since the mattress lays on it. And I am responsible for paying them $99.00 to remove the mattress. This is crazy! If I wouldn't have experienced mold on this kind of mattress prior I might have thought maybe It could be my house. My sister also experienced the mold on the two other mattresses we bought from another company. So her house is making mold as well?? that is ludicrous! Mold comes from dampness..how can it be damp on the bottom of the mattress if it didn't come like that? Its poor storage I would say! I cant believe the poor customer service sleepys is displaying as well as the rudeness from the lady who has contacted me. I believe I deserve a full refund as I am not to blame for the mold and I know this is a common problem just as the corporate office from sleepys told me. As well as being baited and switched since I did mention the mold problem and told it was no problem if it happened.

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

Sincerely,

Consumer

Response:

Although the business did give me partial credit I still feel I was due all credit. That mold on the bed was from the bed being damp, which when I flipped the mattress it was damp feeling where the mold was.It was obviously shipped this way, there is nothing else moldy or damp feeling in my house. I am grateful I did receive some compensation back but feel it should not have cost me anything.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the

rebuttal regarding case #: [redacted].

[redacted] accepted our offer

and his delivery was scheduled to take place on December *, 2013. We believe

that no further action is required at this time. If we can be of any further

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

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

Review: We purchased a mattress, split box springs, and frame from Sleepy's in late 2012. Everything was delivered on 12/**/12. Within 2 weeks, we noticed a huge hump in the middle of the mattress, running from the head of the bed to the foot of the bed. With all of the bedding off of the bed, it looked like a speed bump and if you tried to roll from one side of the bed to the other, it took real effort. We called the salesman who we had ordered the bed from, since we were within the comfort guarantee period during which we could exchange the bed for a different one, with us just having to pay the difference in cost. He said oh no, that sounds like a warranty issue, you're going to need to call 1-800-sleepys and talk to someone in that department. So, I did, and we have been going back and forth with them ever since. After the first inspection, they said it was the box springs and replaced those. (Although the first time they showed up with the new ones, they were the wrong size, so we had to set up another date for a second delivery.) We noticed no change at all in the hump and called back a month or so later. We had another inspection, after which we were told these box springs were bad too and that they would replace these ones as well. At this point, I spoke with [redacted], as I wasn't satisfied with the outcome and she was going to call me back, but never did. I waited until about a month or so ago and then followed up with them. They sent out another mattress inspector, who, just upon looking at the mattress said there was definitely something wrong with it. However, my husband just spoke with someone in the warranty department at Sleepy's and they just said the mattress was fine, but one of the box springs was defective, and they would replace it, but we would have to pay for delivery. I find this to be completely unacceptable and am so frustrated, I didn't know what else to do other than contact the Revdex.com. I think the most frustrating part is that if we had just said the bed wasn't comfortable, we could have exchanged it for another bed with no problem.Desired Settlement: At this point, I would like a full refund from Sleepy's for the price of the mattress and box springs, so that we can take our business elsewhere.

Business

Response:

Case # [redacted]

On April **, 2013, [redacted] contacted

Sleepy’s Customer Service claiming that her mattress was sagging. Since this would be a potential warranty

issue, we coordinated for an inspection of the merchandise. Our third party

independent inspection company visited [redacted]’s residence to inspect the

mattress and box springs. The results revealed that while her mattress and one

of her split box spring was up to standards, the other box spring was

defective. Pursuant to the terms of the manufacturer’s warranty, we advised [redacted] that she qualifies for a warranty replacement for the defective box

spring only.

Sleepy’s representative spoke to the customer

on May **, 2013. [redacted] was

dissatisfied with the inspection results and requested that we exchange the

entire set. The customer was offered a partial credit to apply towards a new

purchase, however, she wanted to discuss

with her husband. [redacted] contacted us and we arranged to complete another

inspection. Again, only one of her box spring was found to be defective.

Upon receipt of this complaint filed with

your office, Sleepy's Customer Relations

representative contacted the customer. We spoke to [redacted] and offered him to

take advantage of our Satisfaction Assurance Plus program. Because he has had

her mattress for less than a year and it does not qualify for a warranty

replacement, we will provide him with a credit to exchange his set to one of

equal or greater value. If he chooses to exchange to a set of greater value, he

will be responsible for the difference in price, along with a delivery fee of

$99 and the premium of $150.00. [redacted] requested that we review this offer with his wife. Sleepy’s representative

left her a message and will follow up with her until this complaint is

resolved.

If we can be of any further assistance or if

you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or email her at [redacted]

Review: Sleepy's customer service department is a disgrace. I was finally called back about a refund from January 2010. 4 years later I get called and they want to put the money back on my card I used. Well after 4 years I do not have that card and hence they say they can't give me my money. [redacted] was who helped me, lacked knowledge and courtesy. I asked for the money on a check or on another card and was told NO. They said I had to find the old card info and have the bank write a letter that the card does not exist and send a copy of the new card. If refund was issued in a timely manner, not 4 years late this would not be an issue.Desired Settlement: I would like my refund plus interest for the 4 years and waited.

Business

Response:

Case #: [redacted]

On December

**, 2009, [redacted] placed an order with the local showroom in their area and

paid the order using a Visa credit card. That same day [redacted] contacted the

local showroom back to cancel the order, citing the “free delivery” promotion

on Slepeys.com. As a courtesy to [redacted], the delivery charge of $29.99, plus

tax was waived. [redacted] received delivery on January *, 2010.

On February *, 2014, [redacted] contacted Customer Service to inquire on the status of the

refund. [redacted] was advised that the refund would be done that day and he

would receive back to his Visa credit card. [redacted] informed the credit card

was no longer active and had a new card. [redacted] was advised the refund would

come in the form of a check, however for security reason, our Accounting

Department requires a letter on company letter head from the bank stating the

card is no longer active. Dissatisfied with the outcome of the inquiry, [redacted] filed a complaint with your agency.

Upon

receipt of this complaint from your office, our Customer Relations Department

reached out to [redacted] on February *, 2014 to no avail. Sleepy’s would like to

assist [redacted], however, certain guidelines need to be met in order to return

the credit via check. Under normal circumstances, refunds are always processed back

to the original method of payment.

We

sincerely apologize for any inconvenience that this delay might have caused [redacted]. Please have [redacted] forward the required letter via fax number ###-###-####. If I may be of further assistance,

or if you require additional information, please contact [redacted] at ###-###-####, or [redacted].

Review: I purchased A Cloud Luxe Tempurpedic mattress along with 4 pillows from Sleepy's Rio Grande NJ. They were delivered on the **of August 2013. The smell from the mattress and pillows makes my wife, children, and myself sick. The comfort of the mattress is also an issue, my wife and I woke up with back pain from the mattress. I contacted the store 2 days after delivery and requested a refund and the salesperson (Sleepy's) said Tempurpedic has a 30 day return policy, and so we had to keep the mattress for 30 days. I called Sleepy's on **September 2013 to set up a time to have the items picked up and have not received a return call to set up that time.Desired Settlement: Refund In Full.

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 thought this issue was resolved Complaint # [redacted] to the Revdex.com. Then I get a bill for $473.94 from GE Capital Retail Bank. I was told I would be charged a restocking fee of $175.00, which I will gladly pay. They came to my house and took back everything 2 box springs, 1 mattress, 4 pillows, and 1 mattress protector. I have this receipt signed by [redacted].

$175.00 return fee I will pay. That is it.

Business

Response:

Case #: [redacted]

Sleepy’s has previously resolved [redacted]’s

issue in which his initial complaint was regarding the Tempur-pedic Cloud Luxe by honoring the removal

of the merchandise as the consumer requested as well as restoring the consumer’s

funds to his GE Money Bank account in the amount of $5,521.20 (see attached):

I thought this issue

was resolved Complaint # [redacted] to the Revdex.com. Then I get a bill for $473.94 from

GE Capital Retail Bank. I was told I would be charged a restocking fee of

$175.00, which I will gladly pay. They came to my house and took back

everything 2 box springs, 1 mattress, 4 pillows, and 1 mattress protector. I

have this receipt signed by [redacted].

$175.00

return fee I will pay. That is it.

We regret to inform you that we are

unable to assist [redacted] in connection with his GE finance account. The Sleepy’s Credit Card is owned and handled

by GE Consumer Finance and therefore, Sleepy’s cannot assist him with his

billing inquires or disputes. [redacted] must refer or escalate his concern

in regards to his billing statement with GE Money Bank.

GE Money Bank can be reached directly

at ###-###-####. By using his social security number and account information

they can assist her with her billing disputes.

GE may be contacted to make payments

by:

Mail- GE Money Bank, [redacted]

Phone- ###-###-#### ($15 fee)

Online- [redacted]

Business

Response:

Case #: [redacted]

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

Our records indicate that [redacted]’s account has been refunded $5,745.89; Sleepy’s was unaware of any additional fee/charges. At this time as a courtesy to [redacted] Sleepy’s will attempt to reach out to GE Money Bank to confirm such alleged/claimed charges. In the event GE Money Bank relays that there are pending late fees from the consumer’s failure to keep the account current during their discrepancies we will ask at that time if an exception can be made for

the [redacted].

Please note and as stated in several prior responses GE Money Bank is their own separate entity and it is at their discretion as to the accommodations that will be made or considered. Since we have consistently attempted to assist [redacted] we believe that no further responses are required at this time.

Please contact me [redacted]at ###-###-#### for any additional information that may be required.

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] Account has not been credited. I am still being billed incorrectly. NOT RESOLVED.

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

Sincerely,

Review: I purchased a Queensize mattress set & 2 twinsize sets on 10/*/2012(17 mos ago) The 2 twin sets had to be replaced because of sagging of both sets. I had to add $213.99 to order a upgrade replacement of both sets. I placed a call for inspection of the Queensize set on 2/**/2014 for the same failure of the product (installed by Sleepy's in my guestroom) Again the sagging was in the middle. Ref#[redacted] Inspect date on 3/**/2014. On 3/**/2014, I rec'd a call on Sun.@ 1:41pm from ph####-###-#### & was informed that the frame did not supply adequate support & therefore, made the warranty invalid. No critique of the frame was made at the time of inspection. This is a guest room bed & was used by one individual that weighs less than 150 lbs. and occupied approximate 60 nights in 17 mos. This usage hardly constitutes a warranty of 15yrs. To date, I have not received any determination in writing. I hope you can help me resolve this dilemma. Many thanks.Desired Settlement: I wish to have a refund because I don't want to experience the same situation if a replacement should also fail in performance. The warranty printed on the back of the order document is very vague & certainly does not describe failue of a fram as cause of product failure. Again,to date, I have not received any written confirmation that Sleepy's has denied my request for a replacement of the Queen set.Many thanks for your oversight services.[redacted] ###-###-####

Business

Response:

Case #: [redacted]

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

Department claiming that the Laura Ashley queen size mattress purchased in October

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 to examine the merchandise.

The results of the inspection revealed that both the mattress and the

box spring did not meet the manufacturer’s standards; the set was being used on

a frame with improper support, which is a condition that voids the

manufacturer’s warranty. Therefore, pursuant to the terms of the manufacturer’s

warranty, Sleepy’s denied [redacted] request to replace the merchandise.

On March **, 2014, Sleepy’s Warranty Support Department contacted [redacted] to advise on

the outcome of his inspection. [redacted] was informed the frame was missing the

center support bar required for a queen size set. Dissatisfied with this

response, [redacted] filed a complaint with your agency.

Upon receipt of the complaint from your agency, a Customer Relations representative

reached out to [redacted] and advised upon review of his account, records show

the kind of frame being used was mentioned during the qualification process,

and therefore [redacted] should not have been set up for the claim. As a courtesy to [redacted], Sleepy’s offered

to send him a frame providing the correct support at no charge to him via UPS. [redacted] was informed once he has assembled the frame he may contact our Customer

Relations Department to have another warranty inspection. [redacted] agreed to

this offer and is currently awaiting the delivery of his new frame.

As we take these complaints very seriously, we will continue to work with [redacted] to ensure his complaint

is resolved. If you have any further questions 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:

Dear Sir:

Although I have every intention of complying with [redacted]'s offer, I cannot understand how an approximately $50.00 bed frame is going to resolve a very prominent sag in a 17 month old mattress set. This bed is in a guest room rarely occuppied, possibly 5-7 nights in 30 days for 17 months. The warranty quotes 15yrs. (Not going to happen). I think if I had opted for a replacement, this matter could have been resolved by now. I feel that Sleepy's offer is nothing more than a delay, hoping I will go away quietly. I wish to recover my payment so I can proceed to purchase from a more reliable company. I wonder how many customers take the loss and move on. The statements attached to the units explicitly state the mattress can be used with or without a new foundation. This being true, a different frame is not going to make a difference. The current frame supported the same size Queen set which was of a much heavier construction. I don't feel this company should be allowed to "weasel out"by cllaiming its faulty manufactured product failed because of a $50.00 bed-frame. The service of Revdex.com is much appreciated and I feel is the ony viable recourse in handling misrepresented products. Thank you for the accelerated attention given to my complaint and I know you will monitor its progress with great vigilence. I am assuming this response is withing my 6 Day response deadline. [redacted].

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:

Dear [redacted], I have attached a copy of [redacted]'s Credit Memo Offer. As was explained in my previous unacceptable response requesting a Refund instead of a credit, Sleepy's is again offering a refund of the exact amount of the original purchase. ($999.99) Also, my request for a Refund was because they issued a credit on the purchased twin-sets and it cost me an additional @200 dollars to buy a

better upgrade. I am not in a position to give Sleepy's any additional monies in view of the poor customer service ongoing since the [redacted] of February.

I have attached a picture of the Credit Memo Letter which very clearly states in 1/4 inch print, (highlighted in yellow), "MUST BE FREE OF STAINS, RIPS, TEARS OR ANY SIGNS OF DAMAGE". The Mattress seam is open approximately 12 inches from the top(underside) where the binding was not properly stitched. I feel this is another attempt to negate the warranty and will force this matter in to legal action. I prefer a refund so I can deal with another establishment. I have never had to deal with a situation like this ever before where a company did not own up to a poorly made product. All I want is a refund. I feel Sleepy's has not lived up to their advertising promises. My purchases were more than $3000.00. I hope you will understand my position on this matter and help resolve it. I feel I have been patient and forthcoming through out this whole incident.

Thank you for your patience and understanding.

[redacted].

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 third rebuttal regarding Case # [redacted].

Upon receipt of [redacted]’s third rebuttal, a Customer Relations representative

spoke with [redacted]. It was reiterated that a refund is not an option, only

store credit. [redacted] was advised he may return to any Sleepy’s showroom to

start the reselection process. [redacted] informed he would not be reselecting

at this moment but will go into the showroom in the near future.

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

information, please do not hesitate to contact [redacted] at [redacted] or email at [redacted].

Review: I purchased a spring air queen mattress set from sleepys six months. Due to the mattress sagging within three weeks of use, I had to upgrade. Again, within three months the simmons beauty rest queen set started to sag. I am currently stuck with the second mattress unless I want to upgrade, buy a whole new set, or exchange for the same mattress. Sleepys has deemed the mattress defective but not the box spring. However, I cannot afford to pay sleepys any more money. They continually charge egregious fees for disposal and delivery even though they have sold me defective products. I have spent $1400.00 thus far and all I have to show for it is a good bed frame and a defective Simmons beauty rest recharge pillow top. I don't think the mattresses being delivered are of the same quality as the ones I selected in the sleepys showroom. When I returned to the showroom to check the mattresses neither mattress, spring air or simmons beauty rest, showed any signs of sagging. I am at a loss and need help.Desired Settlement: I would like a different mattress set without being charged any additional fees. The sealy posture pedic Santa Ana firm queen set seems to be a fair exchange.

Business

Response:

Case #: [redacted]

We are in receipt of [redacted]’s complaint with your Agency. [redacted] purchased a

Simmons Recharge Luxury PT queen mattress and box spring on January *, 2014. On

March **, 2014 [redacted] contacted our Warranty Support Department advising

that her mattress was sagging. As this was potentially a warranty matter, we

arranged to have a third party inspection company inspect her bed.

On April **, 2014 we sent the customer a credit letter in the amount of $724.69 as

the inspection results revealed that her mattress was not up to standards.

Pursuant to the manufacturer’s warranty the customer does qualify for warranty

replacement of her mattress.

Upon receiving the complaint from your office, we reviewed the customer’s account

and found that she has not yet processed her warranty exchange to date. The

credit letter typically expires 14 Days from the date of issue. However as an

accommodation to the customer we will extend the credit letter for one month

from today to give the customer an opportunity to reselect to a set. We

attempted to contact [redacted] on July *, 2014 but she was unavailable.

We will await [redacted]’s response and will assist her with replacing her set making

every effort to resolve her complaint. [redacted] will not have to pay a

delivery fee on her warranty exchange and we will offer her accommodation

pricing should she wish to upgrade.

We believe no further action is warranted at this time. However if you require more

information, please contact [redacted] at ###-###-#### o[redacted]

for further assistance.

Review: During the delivery of a mattress from Sleepy's, a tree was broken. I opened a damage claim with the company to have Sleepy's pay for the tree removal. However, it has now been almost three months and none of my calls have been returned. I have called numerous times and they have made no effort to rectify this issue.Desired Settlement: I want Sleepy's to cover the cost of all damages associated with the tree's removal.

Business

Response:

Case #: [redacted]

On May **, 2014, the day after delivery our records indicate the consumer phoned in with claims of the driver breaking/bending a small tree in the driveway. The consumer stated that his landlord was requesting assistance in the tree removal from the property.

On May **, 2014, a communication was sent to the third-party independent trucking companies’ [redacted] in regards to the consumers request and concerns. In an effort to assist the consumer in a rapid resolve several communications were sent to the independent trucking company on May **, 2014 and May **, 2014. Our records indicate there have been several attempts to reach the landlord requesting a copy of the estimate documenting the cost of the tree removal.

On June **, 2014, another attempt was made to reach the landlord with no success; due to the numerous attempts to contact the landlord if a follow up call was not received by the end of the above mentioned business week the [redacted]’s damage claim would be closed.

On June **, 2014, another attempt to reach the landlord was made. As a result of that unsuccessful attempt [redacted]’s was contacted for additional assistance and instruction. The consumer advised he was currently on the subway and requested a call back on Friday he did not have the phone number available at that time.

On June **, 2014, the damage claim was closed.

On August **, 2014, our Massachusetts facility was informed the removal was completed by the consumer and he was currently not seeking any monetary compensation. The consumer relayed the landlord was holding his security deposit due to a stump still being present in the ground and that has to be removed. The consumer requested a call back and the damage claim was re-opened that same day.

On August **, 2014, Sleepy’s corporate office received this complaint from your office. While we are immensely apologetic of the alleged occurrences the consumer is relaying. Unfortunately, Sleepy’s is unable to honor the consumer’s request of covering the cost of all expenses associated with the tree removal. Due to the drivers being independently owned trucking companies the compensation or any monetary relief the consumer is seeking must derive from the trucking company/[redacted].

As stated prior upon review; there has been several messages left for landlord by the [redacted]. The landlord can utilize that contact information to coordinate resolution with the trucking company/[redacted].

In the interim we will diligently assist the consumer in resolving their driver damage concern by following up with the [redacted] on her behalf. If you require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: In 2012 I visited the above organization in search of a mattress. The sales person spoke highly about the stability and quality of the Carolina mattress and the solid warranty. The mattress has begun rapidly sinking on one side which side, causing me extreme health issues. I contacted the above organization and they sent an inspector to inspect the mattress. Four days post the inspection I decided to contact the organization as they did not attempt to contact me. The organization noted that my mattress was not within the warranty criteria and that the mattress had to be sunk in approximately 1.5 inches for me to take advantage of the warranty. This information was not provided to me upon purchase of the mattress and as a result I have significant health problems.Desired Settlement: I would like to exchange this mattress for a new one as I am not able to sleep on it and it has caused serious health issues.

Business

Response:

Case: [redacted]

On September **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress and box spring he received April 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]’ home, and the inspection results revealed the mattress and box spring did in fact meet the manufacturer’s standards and therefore, were not defective. Pursuant to the manufacturer’s warranty, [redacted]’ request to exchange her mattress was denied. [redacted] mattress did not meet the manufacturer requirement of a one and a half inch (1 ½) or greater to be deemed a defect (see attached inspection results). Dissatisfied with the results of the inspection [redacted] filed a complaint with your office.

Even though the mattress was not defective, in an effort to ensure customer satisfaction, Sleepy’s is offering [redacted] an employee discount on a new mattress and box spring set (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). [redacted] will be responsible to pay a reduced transportation fee in the amount of $49.99, plus tax.

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: On 1/**/2013 I bought a mattress from a “Sleepys” retail store. Upon arrival, it was determined that the wrong mattress arrived. On 2/*/2013 the mattress was exchanged for the 1st time. Five months later, my wife and I began experiencing back pain and the 2nd mattress was deemed defective. We received an exchange on 7/**/2013. Upon arrival of the 3rd mattress, the delivery person removed the plastic and the mattress was damaged. This was exchanged a few days later for mattress number 4. Now, when my wife and I began experiencing back pain again, we realized there was a problem with the mattress again. This was confirmed by the inspector sent from Sleepys. They are now offering another exchange for a 5th mattress. We do not want to deal with Sleepys any longer. We want a refund in full of all the money we paid for the mattress and the delivery fees. The products Sleepys sell are inferior and the amount time invested in visiting mattress showrooms and dealing with Sleepys representatives is unacceptable. We are very unsatisfied with the service they offer and the defective products they sell. We are having difficulty sleeping and experiencing pain because of the products that Sleepys sells.Desired Settlement: I think it is irresponsible for a company to sell defective mattresses. They must refund me my money NOT give me a 5th poorly made mattress.

Business

Response:

Case #: [redacted]

On August *, 2014, the [redacted]’s contacted out Customer Care Department with claims of the queen size Beauty Rest Legend exchanged on July 2013 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 the [redacted]’s home. The third-party independent inspection company determined that the mattress was in fact defective under the manufacturer’s warranty guidelines. Pursuant to the warranty, Sleepy’s agreed to replace the [redacted]’s mattress only. The store credit issued is reflective of the consumer’s invested amount of $1700.00, plus tax.

On October **, 2014, upon receipt of this complaint from your office the [redacted]’s invoice and complaint was reviewed. Unfortunately, in regards to the [redacted]’s request of a refund for the mattress purchase price cannot be extended as the manufacturer warranty guidelines states: “If a defect occurs during the warranty period (which is described in the Warranty Schedule), Simmons will repair or replace (at our option) the defective mattress and/or box spring within a reasonable period of time.” The consumer is responsible for the transportation cost in the amount of $99.99, please see attached warranty card. At the time of initial delivery, the [redacted]’s received a copy of the manufacturer’s warranty booklet information; if the warranty card was not received it is the consumer’s responsibility to contact our Customer Care department to advise and a warranty card will be immediately mailed.

Taking into consideration that a refund is unable to be offered we are offering to allow the [redacted]’s to select an upgraded mattress (excluding Tempur-pedic, Serta I-Series, Serta Cool Elegance and Sealy Cool Sense) this accommodation will enable the [redacted]’s to select an upgraded product they may find more suitable at a discounted price. This accommodation does not denote that there will be no out of pocket cost; the accommodation considerably reduces the new merchandise that will be selected by the [redacted]’s.

Since we have reviewed the [redacted]’s complaint, we believe that no further responses are 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 purchased a mattress in august.. after not even 60 days, the mattress is not even. the frame of the mattress is crooked. I called and they sent an inspector who agreed with what I was saying and he took pictures and submitted. I received a letter stating that the mattress is up to mfg standards and therefore they will not replace. The mattress is on a slant and you feel that you are going to roll off. I spent 700 on this mattress and feel that I should be afforded a warrranty replacement.... I am NOT satisfied with their resolution.Desired Settlement: at this point I would prefer a refund of the monies that I have spent ..

Business

Response:

Case # [redacted]On August**, 2014, [redacted] received delivery of a queen size Sealy mattress. 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 that the mattress met the manufacturer’s standards. The report also revealed [redacted] was using her own box spring which appeared to be defective. When pressure was applied to box spring, the inspector noted it was squeaking. 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.”As this is a condition that would affect the warranty on [redacted]’s mattress, we extended a Corporate Discount towards the purchase of a matching foundation. Additionally, in an effort to resolve the complaint filed with your agency, [redacted] may take advantage of Sleepy’s Satisfaction Assurance Plus Policy which would allow [redacted] to complete an exchange for up to a year from the date of original delivery. She would receive a credit for the purchase price of her queen size Sealy mattress in the amount of $699.99, 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. There is a program fee of $129.99 along with a reduced delivery fee of $49.99. [redacted] refused our offer on November*, 2014.Since we have attempted to resolve [redacted]’s complaint, we believe that no further action is required at this time without the cooperation of the consumer. We kindly ask that [redacted] reconsider our offer. 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:

When purchasing this mattress, I was never told or informed that having my own box spring would void the warranty. my box spring is not the issue and is not defective. I did not have a sagging issue with the mattress I replaced. I was offered a plan for the mattress when speaking with the sleepys representative for 129.99 and 49.99. I am not spending any more money to get my 700 mattress replaced. She stated the sag is 1 1/4 inch and to replace it it needs to be at 1 1/2 inch. I have only had this mattress for three months... it should not sag at all. my last mattress I have had for more then 10 years ... I still feel that my mattress should be replaced without me spending any more money.

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 [redacted]’s rebuttal. Please notethat this is our final offer. Sleepy’s position remains unchanged should shewish to take us up on the offer. [redacted] can have her bed re inspected inJanuary 2015 as she is only entitled to one inspection per year. If we can be of any further assistance, or if you should require additionalinformation, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].