Sleepy's

Review: purchased Stearns and Foster Extra-Firm mattress with 20 year warranty from store September *, 2013. Delivered on September **, 2013. Within 6 weeks, large depression in center of bed. Went back to store Nov. **. Had long discussion with store clerk who indicated problem was mine. Demanded a service inspection be done. She made a phone call to set up the service. Gave me the [redacted] number to check up. Had to call 3 different times because they wouldn't come out to look at the mattress. Inspector finally came out Jan. *, 2014. Took one look at the mattress and said "Let me guess where the depression is". Sagging measured 2 inches. Called on Jan. **, 2014 and told I would receive credit to get another mattress or they would deliver another of same already chosen. I asked if there was a problem with the Stearns and Foster line. They said no. I said I picked the mattress I wanted, didn't want to go back to the store since the clerk was unfriendly. Another Stearns and Foster Mattress was delivered Jan. **, 2014.

It never felt right. Support was not good and firm. But I thought it was just bad vibes from the experience. Around March, I started noticing another depression in the center of the mattress again. Not as deep as before, but there, nonetheless. Called the [redacted] number on April *, 2014 to report the problem, given ticket # [redacted] (wasn't given a ticket number for the first incident) and told service would call in 5-7 days. Service did not call until May *, 2014. Set date for May **. Technician had to cancel due to family illness, rescheduled for May **, 2014. Came on May **, 2014. Measured a 1 and 1/4 inch depression and sagging in the mattress. Was told I would be called in 5-7 days.

Had to call June *, 2014, as no one had called me. They told me this sagging was "within acceptable guidelines" and they were not going to do anything. I said that a 1 inch plus sag in a brand new extra firm mattress was not acceptable. My back was hurting since it is in the middle of the mattress, and I am clinging to the sides of the mattress at night to get relieve. They passed my call to a [redacted] (ext [redacted]) who then agreed with me that this was a problem. She would review my file, and call me back the next day.

I called [redacted]'s extension Tuesday, June *, Wednesday, June *, and Thursday, June * and left voice mail messages. I have received no response. Why is the warranty not being honored? Why is a 1 inch plus depression in a brand new extra firm mattress considered "acceptable"? Why is no consideration given to the customer?Desired Settlement: I would like the warranty honored and either a return of my $1,097.10 or credit of $1,097.10 to obtain a working mattress and box spring set from a customer-focused sales clerk.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] received delivery of a Stearns & Foster luxury firm euro pillowtop full

size mattress box spring. At the time of purchase, our sales person advised [redacted] that Sleepy’s offers its

customers the opportunity for a Comfort Exchange, provided that the exchange

occurs within 21 days of delivery. This Comfort Exchange Policy is prominently

displayed in Sleepy’s showrooms and on the invoice.

Upon receipt of this complaint filed with your office, Sleepy’s Customer Relations representative contacted [redacted] and offered a Satisfaction Assurance Plus exchange as an alternative. [redacted] will pay $89.99 with no delivery fee towards a mattress set equal or

greater value.

We will continue to work with [redacted] until her exchange is complete.

Since we have satisfactorily resolved [redacted] complaint, we believe

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

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

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

A new mattress was selected from a Sleepy's store and delivered on 6/**/2014. The Sleepy's employees involved were customer-focused and interested in trying to find a compromising solution to resolve the problem.

Sincerely,

Review: To Whom It May Concerns:

I brought a queen size bed set from Sleepy’s. Here now are the many things wrong with this purchase;

1: The salesman I was dealing with gave me a higher price than what was on their website. Had I not went into the site to review the mattress again to make sure it was the one I wanted I would have never known he was over charging me over $200 more!

2: The men who came to install the bed were contracted 3rd party workers who rushed the job and put the frame backwards, never used the proper tools to screw the bolts in tight.

3: The mattress started to bubble up instead of a smooth firm surface I had a lump. When I exchanged the defective mattress (even the actual sleepy’s employee could tell the mattress was no good) Sleepy’s thought I should have to pay additional delivery monies to have them fix the problem. Only after standing my ground and demanding they honor their product did they waive the charge.

4: After only 4 months the bolts started to fall off, and the replacement mattress started to bubble again. Sleepy’s did send actual employees to fix the bolt problem. That’s when I found about the frame being backwards. They tightened the blots, and put the frame in the correct position. I then called about the mattress and was told the “Mattress Marshall” would have to evaluate the condition and determine if there was a problem and I would have to wait for a call.

5: I got a message from the “Mattress Marshall” I called back and left a day and time I would be home and available. It took over four days for a response “Mattress Marshall” who’s attitude was most unpleasant, it seems I had to accommodate him and his schedule, which meant he would not be in my area again for another two weeks. Basically what he was saying was I’ll get when I can and you can just wait.

6: I was informed by Sleepy’s that if it found that there was a problem with the mattress I would be able to get another one, but I would have to pay $100.000 delivery fee for the privilege of doing so.

7: Last night March [redacted] 2014 the wheel popped off as I was moving the bed to clean underneath it! I called today March [redacted] 2014 and once again Sleep’s instead making thing right has tried to nickel and dime me into paying a delivery charge (from $99.95 to $49.95 discounted as a favor) in order to send a new one and install it or they could UPS it and I could remove my heavy queens size bed and box spring, undo the frame and put the new on up myself.

8: Bottom line Sleepy’s sells defective and questionable merchandise to area where the area is [redacted]. It is my [redacted] complain less about poor preforming products than [redacted]. In fact , they do not even mention in their ad’s or on a sales call that they do not own a single warehouse, all of their merchandise is handled by third party vendors. This means Sleepy’s is and has accepted that the minimum of quality control has and is done, almost guaranteeing that at least half of what they sell will have to be replaced, at least in [redacted], which must be fine for them because they do not assume most [redacted] will know better, and more importantly their rights to excellent customer service. I was brought up in a time when companies stood by their product regardless of race, color, religion etc.Desired Settlement: A new frame delivered and installed at no charge to me, a new firm queen size mattress delivered at no cost. I paid for delivery of new and non-defective merchandise and that is what I want.

Business

Response:

Case #: [redacted]

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

Under the manufacturer’s guidelines, the transportation fee is not covered under the warranty. The manufacturer’s warranty states in clear and concise language: “This warranty does not apply to and excludes: Transportation, inspection, or removal cost of product” (see attached). We profusely apologize for the consumer’s

dissatisfaction with the transportation fee unfortunately it is a fee that cannot be waived. However as an accommodation o [redacted] we will offer a reduced delivery fee $59.99.

We apologize for any inconvenience this may cause [redacted]. Since we have reviewed the consumer’s complaint we believe that no responses are required at

this time. However, if I may be of further assistance, please contact [redacted] t at ###-###-#### or [redacted].

Consumer

Response:

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

[I have gotten the frame replacement today March [redacted] 2014, they removed the defective one and took the roller piece that broke off, I was not charged for the delivery and set up. The replacement mattress that I got back in December, has gotten so bad I am waking up with lower back pain back pain, so no I have no intention to paying any fee. Further this company needs to up grade my mattress to a better higher quality firm mattress, deliver and set it up, and stop trying to nickel and dime me. They need to honor their product and company name. I will not accept any less, but I most certainly will sue. I am not getting proper rest, I am waking up in pain, and again I am in no mood to be nickel and dime by a company that constantly promotes getting a good nights sleep.

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:

[Let me once again explain I have been the one proactive in trying to resolve this issue.

[redacted] had no idea the [redacted] never reached out to me about having a replacement [redacted] contacting me about inspecting my mattress. It was only yesterday Friday April *, 2014 that I spoke to the replacement [redacted] she came today Saturday April [redacted] 2014 and did the inspection.

[redacted] was surprised when I spoke to her on Friday April *, 2014 that the [redacted] had not contacted me, she put me on hold and when she came back she stated the [redacted] would be send the replacement and the replacement would contact me as she did on FRIDAY.

[redacted] then inquired about my contacting the Revdex.com with regards to this matter and questioned me as to why I felt she was not being helpful. Well with the exception of Friday April *, 2014, all she has done was to nickel and dime me and try to force me into accepting the unacceptable PAYING FOR DELIVERY FEE FOR A DEFECTIVE PRODUCTS, I now know the strange noise was coming from the box spring and the mattress combhind as you will be able to read from her report and view the pictures.

So once again, Sleepy's needs to upgrade to a better firm mattress and now box spring, deliver and set it up FREE of delivery CHARGE PERIOD.

STAND by what you sell and do RIGHT by the AMERICAN CONSUMER.]

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]’s.

Sleepy’s has previously assisted [redacted]’s by accommodating her with her newest purchase delivered on April **, 2014. The set selected by [redacted] was an Ansley Cove firm model # [redacted] which retails at $1,199.99 was sold to [redacted] as an even exchange with only a reduced delivery of $59.99 being the consumer’s responsibility. After all credits were applied consumer balance due was $6.23.

We apologize if the consumer finds the above accommodation unsatisfactory, there will be no additional accommodations for [redacted]

Since we have previously accommodated the consumer’s complaint we believe that no additional responses are required at this time. However, if I

may be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

Sleepy's - STAY AWAY!! They took advantage of my 85 year old parents and sold them a $3,000 bed with all the bells and whistles and said that they could return the bed within 120 days if they didn't like it. Two days after receiving it, my mother called and said they wanted to return it. They were told, "oh no, we can't take it back, you signed a contract." We are going there on Friday afternoon to attempt resolution. Not holding my breath.

All they needed was a mattress, box spring and frame!

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: 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: 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: 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: I am a 25 year old customer of Sleepys. I have bought 2 mattresses from the store over my lifetime (over the past 4 years). After having back pain, I wished to try out a firmer mattress and bought a Beauty Rest Ultra Firm mattress from the store a little over a month ago. I was told that I would have 21 days to exchange the mattress and that if I did not like it, Sleepys would take it back, destroy it, and allow me to buy a new mattress of equal or greater value for a small fee. After 20 days I unfortunately did not grow into the mattress, so I upgraded to the highest available quality firm mattress from Simmons (approx. $4500 or so).

When the contractors / exchange crew came to my home to exchange the mattress they called their support team to speak about 3 very minute stains on the mattress and I was ultimately told that the exchange could not be done. After speaking to your team numerous times about this process, I am extremely frustrated and disappointed with my overall Sleepy's experience. As someone changing mattresses from a Pillowtop to a firm mattress, the 21 day exchange policy was a crucial factor in my decision to spend ~$2200 on the initial firm mattress. My salesperson did not make it clear to me at all that any slight stain on the mattress would completely void the 21 day exchange policy. This seems a bit outrageous to me given how slight the deterioration (extremely slight, it is not easy to see the stains) of my new mattress was over the 21 days since I purchased it.

I spoke to the sleepys team a few times to see if something could be done about the situation. Three times after seeing if we could progress and work something out with Simmons, etc... I was told I would receive a call back regarding the situation or receive a call back from someone at a higher managerial level. None of these callbacks ever happened the three times the team said that they would happen.

If the mattress policy for exchanges is that the slightest nick in a mattress will cause the 21-day exchange policy to be voided, that needs to be made ultra-clear to the customer upfront, and not something to be thrown in the customers face upon a failed exchange when the customer is then told that sorry, but it was all clearly stated in the fine print.Desired Settlement: Completed exchange of the previously ordered mattress for the desired upgrade.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On November **, 2015, the consumer contacted our Customer Care Department and requested to take advantage of the 21 day Comfort Exchange. [redacted] was reminded his merchandise was delivered on November *, 2015, and the Comfort Exchange would be required to be completed by the [redacted] of November. The consumer at that time selected a new set of bedding which was the Simmons Beauty Rest Ultimate firm box top. The delivery was scheduled for November **, 2015.On November **, 2015, the drive team attempting to complete [redacted] exchange contacted our Delivery Support Department; and advised there were stains on the mattress to be exchanged. The driver observed four (4) stains one (1) small stain, (1) one the size of a quarter, (1) one about two inches, (1) one on the left (a total of two in the center). This is a condition which voids the manufacturer’s warranty. As a result [redacted]’ exchange was unable to be processed. The consumer dissatisfied requested to speak with a member of the management team. The consumers request was immediately fulfilled and the manager was placed on the line where he attempted to explain failure to utilize the purchased mattress protector voided the manufacturer’s warranty on the mattress. The consumer still dissatisfied requested to speak with another member of our management team. On November **, 2015, the same day the Mattress Professional on staff contacted Customer Care on the consumer’s behalf and stated the consumer informed him he was unaware that stains void his the manufacturer’s warranty. The At the time of the initial delivery the consumer was provided a copy of the manufacturer warranty which clearly states in clear and concise language conditions that void the manufacturer’s warranty are as follows: “Product that is stained, soiled even if defective.”On November **, 2015, the consumer contacted Customer Care once more and stated that he was dissatisfied with his voided warranty. The assisting representative reminded [redacted] once again that Simmons does not accept stained merchandise on exchange or via a warranty claim.On December **, 2015, a member of our Customer Relations Department attempted contact with [redacted] utilizing the number on his complaint as ###-###-####; this was unsuccessful and resulted in a detailed message. In an additional effort to reach [redacted] an email was sent to [redacted]. Unfortunately; we are unable to process [redacted]’ request of an exchange due to the present stains on his bedding. However; in an effort to assist the consumer if he is seeking a new set of bedding we are offering a partial credit of $1,000.00, this will allow [redacted] to select a bedding set he feels may suite his needs. [redacted] may reply to the e-mail sent to him at the above e-mail address or he can utilize the phone number provided via his voice mail to take advantage of the offer of a partial credit. If I can be of further assistance please do not hesitate to contact me Chanda Nixon at ###-###-#### or [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 need new mattresses. I went to sleepys to get beds. I tried for credit and Georgia get me credit but we talk about one hundred thirty dollars a month. She get me credit with Genesis credit they said the payments two hundred dollars for the month. I talk to Genesis they told me I made two purchase,but I made one for 3352.28. They want payments for 175 dollars a month. I am on a fixed income can't pay that amount. Can you help me please.Desired Settlement: If you get get them to lower the payment.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of the consumers invoice our records indicate [redacted] picked up four pillows from her local showroom address as: [redacted] on September **, 2015. This caused that portion of the invoice to be finalized reflective of a pick-up in the amount of $47.58 (see attached). [redacted] remaining merchandise such as; two Serta I-Series queen size mattresses, two Serta I-Series queen size box springs, two metal bed frames and two mattress protectors were scheduled for delivery on September **, 2015, twenty-four (24) hours after her store pick up. Due to the merchandise not being delivered collectively together the finance amount was finalized in two parts $47.58, reflective of the pick- up of the pillows on September **, 2015, and $3,304.70, reflective of the September **, 2015, delivery.Unfortunately; Genesis does not offer the option of combining accounts or reducing the requested monthly payment, had all the merchandise been delivered collectively and not half pick up half delivery the consumer would have one monthly bill. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-####.

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: 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: We purchased a mattress from Sleepy's on August *, 2105 We paid in full in order to arrange delivery. Set up delivery for Monday, August [redacted]. We were told they would contact us a few days before to set up a delivery time. Never heard from anyone. Call our salesperson who was very nice and very helpful. He assured us that we would hear from them any day and make sure we answer any numbers we do not recognize. Finally the morning of the delivery, I felt like something was not right. I called Sleepy's [redacted] number and gave them my information. I was told the mattress was on back order until Sept. [redacted]. I explained my son was moving that day and please just deliver a comparable mattress. After spending hours on the phone trying to get some resolution, I was told they do not have a store in Milwaukee and would not be able to deliver a mattress. We purchased the mattress 3 weeks ahead of the delivery. Never, ever heard from anyone at Sleepy's that #1 there was a problem or #2 any attempt to remedy the situation. The only time I had a call back was when I asked if they would reimburse us for the unexpected night in a hotel because they never delivered the mattress. I heard back within minutes, NO. All I want is our money refunded. They cashed the check almost a month ago. I cannot get anyone to call me, respond to an email or help in any way. Thank you very much.Desired Settlement: I would just like a full refund (for the check they cashed) and to be reimbursed for the unexpected expense of 1 night in a hotel because they failed to deliver a mattress (or notify us weeks ahead so we could make other arrangements)

Business

Response:

Case # [redacted]On August *, 2015, [redacted] purchased from Sleepy’s, a Sealy Posturepedic queen size mattress, a mattress protector and a pillow. Although the order was placed in one of our showrooms located in [redacted], the mattress would be delivered to [redacted]. Since Wisconsin is outside of our normal delivery footprint, Sleepy’s arranges for a third party shipping company to make the delivery. The shipping company will then notify [redacted] of the final delivery arrangements.On August **, 2015, [redacted] contacted our Customer Care Department stating that she had not received delivery and wanted to inquire on when the delivery would take place. Upon reaching out to our National Delivery Department, [redacted] was informed that there was an unexpected and unfortunate delay on the arrival of her merchandise to the shipping company and the new expected arrival would be September **, 2015. [redacted] then requested the order to be changed to a mattress that would be available for next day delivery. Since merchandise is being delivered to an area that requires a third party shipping company, a change in order would only delay delivery again another 2-3 weeks. Dissatisfied, [redacted] requested to cancel her order for a prompt refund. Sleepy’s refunded all items on the order with the exception of the mattress protector which was taken at the time of sale from the showroom. Upon receiving the complaint filed with your Agency, a Consumer Relations Representative reached out to [redacted] to advise her that a refund check has been mailed for the canceled order. At that time, [redacted] requested that Sleepy’s send her additional monies to cover her expense of having to stay in a hotel when her order was not delivered on the day expected. Sleepy’s does apologize for any inconvenience the delay may have caused [redacted], but we are unable to cover the cost of hotel accommodations. As a sign of good will, Sleepys will refund the remaining balance on her account for the mattress protector in the amount of $29.99 plus tax. Since all invested funds have now been refunded, we believe that no further action is warranted at this time. Should [redacted] decide to place a new order, her account will be notated that a corporate discount can be given. Please feel free to contact Chanelle R[redacted] at ###-###-#### or [redacted] with any further questions.

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: Sleepys still has not addressed the fact they sold us a mattress on August *, 2015, cashed our full payment check and then NEVER contacted us to tell us the mattress was on back order and then finally they would not be able to deliver any mattress at all. The issue is NOT the delivery. The issue is they had 3 weeks to contact us and say they could not provide the service they agreed to provide. Had they done this, we would have had plenty of time to make arrangements to have a mattress delivered. They never contacted us, not the delivery company, which they continue to blame, it was Sleepy's that sold us a mattress, cashed our check promised delivery and then never contacted us to tell us there was a problem. I spent hours on the phone, THE DAY the mattress was to be delivered and FINALLY discovered on my own that #1. the mattress was on back order and #2 they did not have a store in Milwaukee and never were able to deliver a mattress in the first place. All I asked for after losing an entire day waiting for the mattress to be delivered that Sleepys cover ONE night in a hotel because by no fault of our own, the mattress was never being delivered. They acted like I was asking them to put us up at a 5 star hotel for a week. One night at a hotel, only so I had time to make arrangements for another company to deliver a mattress for us. Had they handled this the right way from the beginning they had over 3 weeks to let us know the product was not being delivered. That is the issue, nothing to do with a 3rd party delivery company. They failed to let us know for over 3 weeks that they could not provide the mattress. One phone call to let us know we needed to make arrangements, all they needed to do. If you purchased a new car, arrived the day it was to be delivered to you and then told you were not getting getting the car, even after you paid for it in full, I'm sure they would give you a rental car.No one from Sleepys would return my calls or emails until I filed a complaint. Then suddenly they called me..Unacceptable, embarrassing behavior on theirpart. Then to add insult to injury they actually told me if I reordered the mattress they would offer me a discount. So instead of addressing the situation, taking responsibility for their mistake or offering an apology the only thing they could say was "spend thousands of dollars with us in the future and we'll give you a discount"? Clearly, 100% their mistake. They sold us a mattress, cashed our check knowing they could never deliver the product. And never notified us. How could you possibly defend that?

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 a rebuttal filed by [redacted]. Sleepy’s is sorry for any inconvenience the delivery delay has caused [redacted]. As stated in the prior response, Wisconsin is outside our delivery footprint. The delivery date that is located on [redacted] invoice is an estimate, and the shipping company does make contact to coordinate the final delivery arrangements once merchandise is received. We do apologize, [redacted] merchandise was not delivered to the carrier in time for a delivery on August **, 2015. However, Sleepy’s will not be able honor her request, to refund her hotel expense at this time. [redacted]’s account has now been fully refunded, and no additional credits can be issued. If [redacted] places a new order we would be happy to extend a corporate discount. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Chanelle at ###-###-#### or email at [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]AGAIN, the issue is not the delivery. The issue is Sleepys FAILED to notify us for 3 weeks they would not be able to deliver the mattress we paid for in full. I have emailed them a copy of the invoice which CLEARLY states deliver date nowhere does it say it is an estimated delivery. Back to Sleepys failing to accept responsibility for completely dropping the ball. This has nothing to do with an outside delivery company, I have told them over and over again I understand what they mean when they say it is a 3rd party delivery. THE ISSUE IS THEY NEVER TOLD US FOR 3 WEEKS THEY COULD NOT DELIVER THE MATTRESS ON THE DAY IT WAS TO BE DELIVERED. The mattress was on backorder until Sept [redacted]. Stop blaming some 3rd party delivery company that was NEVER involved. There was never a 3rd party delivery because there never was a mattress.

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

Sincerely,

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: 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: I purchased a mattress and a boxs pring at the [redacted] location, [redacted] in April **, 2015 invoice number [redacted]. The merchandise was promised the next week on Thursday at one of the [redacted] locations.When I went to pick up my merchandise on Thursday it wasn't available. The associate at the store didn't care much but told me that he receives merchandise every Monday so I have to wait until next week to see if it came.One week after I pick up the item without any complaints.The following day I call our vendor in the [redacted] location and tell him that the box spring is to high. he didn't told us how tall it was going to be. So we asked for a replacement of the box spring for a smaller one. the solution he offered was a 5 inch instead of a 9 inch. So he went ahead told us that the claim was done and he told us we had to wait 4 weeks minimum because it is a special order. Two weeks into June I call the store and ask for the status of our claim and the same vendor tells us that it has taken longer so we have to wait a minimum of two weeks. I call back July ** and another associate answers and tells us that she was going to find out what is happening and she will call us back.At the other day the Saturday July **, 2015 I call the 1-800-Sleepys to see what is going on and the teller tells me that because of no information put on the system they can't unfortunately do anything. they can offer me a discount on a mattress new mattress for a mattress that I bought 3 months ago. If this is a Revdex.com company it should be able to solve customers issues. I am not asking for something difficult. It was a wrong doing from the new associate they had in the [redacted] location.Desired Settlement: I want my Box spring being 5 inches, I want it exchanged as it was promised by a representative of the company.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted].On April **, 2015, the consumer purchased a King Koil short full Ortho Posture from his local showroom located at: [redacted]. The consumer opted for a store pick which was scheduled for April **, 2015. Upon receipt of this complaint [redacted] invoice was accessed and our records do not indicate any call after the schedule pick up was complete, requesting a low profile box spring. On July **, 2015, the consumer was contacted by a supervisor in our Customer Relations Department where his complaint was thoroughly discussed. [redacted] relayed he had contacted the showroom on several occasions and discussed the low profile box spring request with his Mattress Professional. [redacted] was advised this is a very out of the ordinary occurrence and as a result we will honor his request of exchanging his regular height box spring to a low profile, at no additional cost. The consumer has accepted this offer and his box spring have been scheduled for delivery on August **, 2015, between the hours of 8:00a.m.-12:00p.m.Since we have resolved the consumer’s complaint to his satisfaction we believe no additional responses are required at this time. If I maybe of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

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: We bought a mattress from Sleepys and then when called to state the mattress was causing back problems for both my spouse and myself we were told we were out of the return window by one day. It was a Holiday weekend so we weren't able to return it within the 30 day return period, and they now want us to purchase a second mattress so we will be paying double for one mattress. This is very frustrating and not a way a business should operate.Desired Settlement: We would either like a new mattress that we aren't paying any more for or a refund of our money and the mattress taken away.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On June *, 2015, the consumer received delivery of a Simmons California king size Beauty Rest Recharge mattress, one gel back pillow, one California king size bed liner and two pillow protectors. On July *, 2015, one month and two days after delivery the consumer phoned into our Customer Care Department requesting to take advantage of our Comfort Exchange option. The representative assisting reviewed the [redacted]’s invoice where it was discovered the consumer had exceeded the established twenty-one (21) Comfort Exchange time frame. At the time of purchase the [redacted]’s received a copy of their completed sale which contained a copy of Sleepy’s Terms and Conditions which states in clear and concise language: Sleepy’s offers its customers the opportunity for a Comfort Exchange, provided that the exchange occurs within 21 days of delivery. The Comfort Exchange Policy specifically states that each customer is entitled to one Comfort Exchange and the exchange must be for merchandise of equal or greater value and that he would incur a fee in the amount of $150.00, and a transportation fee of $99.99 plus tax. The Comfort Exchange Policy is prominently displayed in all Sleepy’s showrooms. As a result the [redacted]’s request to exchange their mattress was denied; dissatisfied with the established policies and procedures the [redacted]’s requested to speak with a member of our Management Team. The [redacted]’s request was honored and the transfer to the call center manager as completed. It was reiterated to the consumer in detail the allotted time frame had expired and an employee price offered on any newly selected item of the consumers choice. The consumer refused this offer. As a courtesy to the consumer we maintained our customary business hours remaining available until nine (9) p.m. est. standard time. Our offer of accommodating pricing will remain available to the consumer for the next twenty (20) business days. Since we have reviewed the consumer’s complaint and offered resolution, we believe no additional responses are required. If you should require additional assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [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: 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]