Sleepy's

Review: We purchased a few mattresses from Sleepy's. One in particular mattress a Full size for my daughter has been given us problems from the beginning. Sleepy's sent inspectors a few times and always told us what we should do to try and fix the problem..They never resolved anything. We have went above and beyond and have done everything Sleepy's has asked from us and more. They last time Sleepy's stated the mattress is not sagging enough.

We are looking for either to have this mattress replaced with a new one or another new one of equal value.Desired Settlement: Replacement with new or one of equal value

Business

Response:

Case #: [redacted]

On May **, 2012, the [redacted]’ contacted Sleepy’s Customer

Service Department claiming that the mattress purchased in August 2011 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]’

home, and the inspection results revealed that the mattress met the

manufacturer’s standards and was in fact not defective. However; the bedding

set was being utilized on a frame providing improper support. This is a

condition which voids the manufacturer’s warranty. Thus, pursuant to the

manufacturer’s warranty, the [redacted]’ were advised they were not entitled to a

warranty exchange. At that time in way of resolution the consumer was advised

to alter the bedding support to mimic the manufacturer’s requirements and at

that time we would coordinate a re-inspection.

On December **, 2013, the inspection was coordinated and

scheduled for January *, 2014 between the hours of 9:15 a.m.-12:15 p.m. The third-party independent inspection company

took another set of empirical measurements which revealed once again no defect

in the [redacted]’ merchandise. Pursuant to the manufacturer’s warranty the

[redacted]’ were not entitled to an exchange. In an effort to resolve the consumer

was offered to select an alternate set of bedding at an deeply discounted

price. The [redacted] refused this offer.

Even

though both inspections determined that the mattress was not defective,

Sleepy’s is attempting to assist the customer contrary to its well-established

policies and the manufacturer’s warranty.

The offer of the deeply discounted selection still remains available.

The [redacted] may visit their local showroom select a set of bedding and contact

me directly for the discounted price. This offer will remain open for the next

thirty (30) business days.

Since we have attempted to resolve [redacted]’ complaint,

we believe that no further action is required at this time. If you have any further questions please

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

.

Review: We purchased a mattress at Sleepy's in July 2013 for my mother. Since that time she has had 3 defective mattresses. Sleepy's had acknowledged the mattress was defective in each case and provided a replacement however we had to pay for delivery costs. We have just found that the current Sleepy's mattress has a product defect where there is a substantial depression in the surface of the mattress. At this point we have gone through 3 exchanges which is time consuming and costly. Also, my mother, is 95 years old and resides at assisted living so every exchange is stressful and does effect her well being. We have lost faith in any product from Sleepy's and do not want another exchange but a refund so we can purchase a mattress from another store. Sleepy's has refused to provide a refund and we would like the Revdex.com to contact Sleepy's on our behalf to obtain a refund. We feel that after 3 defective mattresses (verified by Sleepy's) and now the fourth defective mattress that has become a major disruption for our mom. As an elderly woman it is critical to her health that she has a good sleep and that has not been possible for the past 9 months.Desired Settlement: We are requesting to return the mattress for a full refund

Business

Response:

Case#: [redacted]

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

On July **, 2013, [redacted] placed an order for a Simmons Beauty Rest Recharge full size mattress only.

On September *, 2013, [redacted] contacted our Customer Care department with claims of his mother’s full size Simmons

mattress delivered July **, 2013, appeared to be lumpy. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. [redacted] expressed at the time of the call he needed the process expedited immediately due to individual utilizing the bedding was elderly and in assisted living. As a courtesy to [redacted] the concern was escalated to management where the inspection process was by passed and an immediate exchange coordinated for the next available delivery date of September **, 2013.

On September **, 2013, the day of the completed exchange the consumer reached out to our Customer Care Department

once again alleging that in accordance to the salesperson that assisted him at over the phone advised that a mattress and box spring was to be delivered. Due to all calls being recorded for quality assurance the customer’s call was reviewed and it was confirmed within the recorded call the consumer refused the option of purchasing a box spring and opted to purchase mattress only.

On September **, 2013, the consumer phoned into our Customer Care Department once again at this time claiming the mattress

that was exchanged and delivered on September **, 2013, was now sagging. Since this was what would be considered a warranty issue an inspection would customarily be the manufacturer process. Once again taking into consideration the consumer is elderly as a courtesy the mattress was exchanged again and the inspection process by passed. The exchange was immediately processed and coordinated for delivery on September **, 2013.

On January **, 2014, the consumer contacted our Customer Care Department with claims of the mattress exchanged September 2013 was sagging. Since this was what would be a potential warranty issue, at this time we coordinated for an inspection of the merchandise. The inspection took place on January **, 2014, and the results of the inspection revealed that the mattress was in fact defective however; it was being utilized on a box spring providing improper support, which is a condition that voids the

manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which states “The warranty does not apply to: Mattress damage due to an inappropriate foundation or support system.” Sleepy’s denied [redacted]’s request to replace the mattress.

Notwithstanding the fact that the consumer failed to adhere to the warranty guidelines, but as an accommodation to the consumer once again we reached out to the manufacturer on the consumer’s behalf. It was at that time Sleepy’s obtained approval in

regards to the consumer’s support to exchange the mattress. The exchange was processed on February **, 2014, and successfully delivered on March *, 2014. Sleepy’s was surprised to receive this complaint from your office considering there is no current inspection the consumer is referencing and the exchange has been processed over two months ago. If the consumer has a concern with the performance and/or condition of the bedding a third-party independent inspection must be coordinated and conducted. The consumer can feel free to reach out to our Customer Care Department as done prior to coordinate this or the

[redacted]’s can feel free to reach me via e-mail utilizing the information below to coordinate this process.

Since we have reviewed the [redacted]’s complaint and offered a resolve it is the consumers responsibility to coordinate the inspection process, 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 me [redacted] at [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:

We have reviewed the response from Sleepy’s and there are a number of errors, distortions, and fallacies. I will try to address them here:

Review: I ordered a King Mattress through sleep's. they disgarded my old matress threw it out on the curb. The drivers went to get the new Matress and saw the mattress was completely ripped and they told me that they are not going to deliver it. A [redacted] arranged a alternative Mattress slightly better for the same price. Sleepy's then decided to cancel the order and not inform me. I waited for the delivery that never came.Desired Settlement: I want a comparable replacement & would like to be compensated for not having a mattress for over one week. My old Mattress was perfectly fine but was a queen size Mattress in excellent shape. I want Sleepy's to deliver a comparable mattress & to compensate me for sleeping on a sofa due to mistake after mistake by sleepy's representatives. I believe Sleepy's should fufill the order and compensate me with an additional $ 1000.00 cash for my inconvenience

Business

Response:

Case # [redacted]

On May **, 2014, [redacted] purchased from Sleepy's of a Serta I-Series clearance king size mattress with

King Koil split box springs and accessories. [redacted] accepted the

accessories from the showroom and arranged to have the mattress and box springs

delivered on May **, 2014.

Upon delivery, on May **, 2014, the driver noticed the Serta mattress was torn in one area and contacted

our Delivery Support Department. Our Delivery Support Department confirmed the

tear with [redacted] and he opted to refuse the delivery. The drivers had

already removed [redacted]’s old mattress to the curb as requested on [redacted]’s invoice. Our Delivery Support Department advised [redacted] they

would contact the Mattress Professional to have him contacted as soon as

possible.

[redacted] visited Sleepy’s showroom and selected a Simmons Beauty Rest World Class king size clearance set

for the same price. [redacted] was scheduled to have delivery on May **, 2014.

On May **, 2014, [redacted] contacted our Customer Service Department to inquire on the eta of his

delivery. [redacted] was informed he was not on the drivers run for that day.

Our Customer Service Department contacted the Mattress Professional who explained

that the delivery had been cancelled due to the merchandise being damaged.

Records show once our Inventory Department was made aware of this, [redacted]

was contacted prior on May **, 2014. With this information being given to [redacted], he asked to speak to a [redacted] in our [redacted] Department. [redacted] expressed his dissatisfaction with

not having a mattress to sleep on for the last few days and wanted to know when

he would be getting new bedding. [redacted] was informed by our [redacted]

manager that we would partner with the [redacted] of the showroom as well

as his Mattress Professional to work on an amicable resolution of getting him

his new bedding in a timely fashion.

On May **, 2014, our Customer Care [redacted] reached out to [redacted] to advise him upon partnering with the

[redacted], we were able to find him other clearance bedding. When [redacted] looked at the particular model on Sleepy's website, he was dissatisfied

stating it wasn’t equal to the Serta or Simmons he was to receive prior. [redacted] was then given other options in order to resolve the matter. The

following options given were:

1. Keep the accessories he currently had and all monies would be refunded to him or

2. Accept delivery of the Sealy bedding

[redacted] agreed to accept offer #1 if he could get an additional refund of $1000 outside of the $647.07

he had already invested. This was the retail value of his old mattress which he

requested to be removed upon having the delivery. [redacted] was advised this

request could not be honored. [redacted] then advised he would agree to accept

offer #2 if he was provided a full refund and given the Sealy set as

compensation and to offset the difference between the retail values. [redacted] further proposed he would receive a non-floor sample for the prior

bedding he was to receive. [redacted] was informed the options presented to

him would be the only options that could be accommodated at that time. In the

interim our [redacted] partnered with the showroom’s Sales

Leadership team to secure new bedding for [redacted] received a

follow up call on June [redacted] and on June [redacted].

On June *, 2014, our [redacted] reached out to [redacted] to advise the new bedding we were

trying to secure for him fell through and as a compromise to resolve this

matter amicably, Sleepy's would offer a new king size set that would not be

clearance. [redacted] agreed to the resolution and set delivery for June *,

2014.

On June **, 2014, our Customer Care [redacted] reached out to [redacted] as a follow up. [redacted] expressed

he was still dissatisfied and requested an exchange at no additional cost. When

[redacted] agreed to accept the new set, he was informed the exchange policy

outlined on the terms and conditions would apply if he felt the bedding was not

comfortable. Since we were unable to satisfy [redacted] as a customer, Sleepy's

agreed to offer [redacted] to have the merchandise removed from his home for a

full refund. [redacted] refused and informed he would seek legal counsel. [redacted] then requested a refund of $200. [redacted] was informed the options

presented to him were the only options Sleepy's could accommodate him with.

Dissatisfied with this response, [redacted] requested to speak to someone else

on the matter. [redacted] was then put in contact with a resolution specialist

with whom he is still working with to seek resolution.

Since we take all complaints very seriously, we will continue to work with [redacted] on resolving this matter. If I may be of further assistance, please

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

Review: I paid in full then I notice something on my credit repot that was not mine.Desired Settlement: Being that they refuse to fix or hear my problem I want a full refund

Business

Response:

Case #: [redacted]

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

While we appreciate [redacted]’s inquiry we are unable to assist in connection with his ** finance account. The Sleepy’s Credit Card is owned and handled by ** 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/compromised account and/or erroneous charges directly with **

[redacted].

[redacted] 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- [redacted]

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

Online- [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 never had an agreement with [redacted]only the company sleepys llc.I have no idea who [redacted]is and how they woumd have my information or ss number this is fraud,I would nit need my ss number ti buy a bed I paid cash for and I have the proof.

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:

Hi I did receive the email in regards to sleepys, I had no idea I was doing any finance with a third-party there was a promotion being taken at the time of purchase, I would have never agreed to a third party thats why they dont have my information, this is a scam they are doing with consumers and its not fair I will fight them to the end of my last days

Business

Response:

Case #: [redacted]

Upon additional review of [redacted]’s invoice it appears the consumer was financed through Sleepy In House Financing and not [redacted]. The Sleepy’s In House Financing was an alternative option for consumers to utilize as an additional method of payment or a sole payment method.

[redacted] at the time of purchase chose to utilize the Sleepy’s In House Financing option for a total of $360.00, thus signing a promissory agreement to resolve the balance due (promissory note attached and provided previously). In amendment to the previous response [redacted] does not have any of [redacted]’s personal information such as name, social security number address etc.

In an attempt to commemorate the consumer paid $712.89, cash for the purchase which was sixty percent (60%) of his purchase price. This was a requirement for the Sleepy’s In House Financing program the remaining amount of $360.00 was financed through the Sleepy’s In House Financing program. ). As additional support please find attached [redacted]’s signed payment receipt supporting the portion paid in cash as well as the remaining balance that was financed.

On January **, 2009, at approximately 2:34pm our Customer Care department received a call from [redacted] acknowledging the financed amount of $360.00 and agreeing to make a payment of $60.00 on January **, 2009, the payment was never received.

On July ** 2013, [redacted] reached out to our Customer Care department where he was transferred to our Accounting

Department and the Sleepy’s In House Financing balance of $360.00, was discussed and reviewed with the consumer. To reiterate the above the consumer did in fact pay a portion of the total sale in cash as mentioned $712.89, thus leaving a financed balance of $360.00, which is still due and pending to date. Unfortunately, it is the consumer’s responsibility to keep their records in regards to payment transactions (cash and finance), invoice copies etc.

Since we have re-reviewed and amended [redacted]’s response we believe no further responses are required. If I can be of any further assistance or should [redacted] require assistance coordinating payment or any additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Review: Bought a mattress over Memorial Day weekend and was overcharged $100 plus tax. When I wet back to the store the next day the sales rep told me he made a note on my account which he did saying I was overcharged. He told me my delivery bill would show the refund which it did not. I went back to the store 3 more times and spoke to the [redacted] on the phone who was there at the time of sale and who assured me he would personally take care of it. Another 2 weeks went by and I had enough. I called sleepy's corporate who said they called the [redacted] and he would call me within an hour. He never called. The next day I spoke to customer service again and the woman Sharon was very kind and upset with my situation. She said she was going to send out emails and make sure it was taken care of yesterday and she would personally call me back before the end of her shift. She never called. I called again and the gentlemen [redacted] in customer service assured me it will be taken care of today and he sent another email. I have had enough with this company. I have made 8 inquiries about my refund and every time I am told they see that I'm suppose to get it but they don't know why it hasn't been done. I didn't make this mistake. Sleepys employees made this mistake and I'm tired of wasting my lunch breaks trying to fix it. My bed was just under $5,000. My parents spent $10,000 back when sleepys had sleep number mattresses. I have been a loyal customer. The way I have been blown off is a disgrace. Walking in that showroom is a mistake I will never make again.Desired Settlement: I want my refund I'm entitled to

Business

Response:

Case

#: [redacted]

On May **, 2014, [redacted] purchased from Sleepy’s a California king size Tempur-pedic

mattress set along with a few accessories during the Memorial Day sale. [redacted]

was given a price of $4299.99 but actually charged $4399.99.

On May **, 2014, [redacted] contacted the local showroom from where he made his

purchase and informed the Mattress Professional on staff that he was

overcharged by $100.00, plus tax. The Mattress Professional informed [redacted]

he would make a notation on his account and follow up with the Mattress

Professional whom assisted [redacted] with his sale.

On June *, 2014, the Mattress Professional whom assisted [redacted] made a

notation stating [redacted] was indeed overcharged and requested [redacted] is

refunded for that difference of $100.00, plus tax.

On June **, 2014, [redacted] contacted our Customer Service Department stating he

still had yet to receive the refund of $100.00, plus tax. [redacted] was

informed we would follow up with the [redacted] to inform them of

his inquiry.

On June **, 2014, the refund for [redacted] was processed and submitted back to

the GE finance account on June **, 2014.

We apologize for any inconvenience. Since we have resolved [redacted]’s complaint,

we feel no further action is necessary. If I may be of further assistance,

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

Review: On 8.**.14 I completed an order of a mattress and mattress protector online from Sleepy's after talking to a [redacted] at the [redacted] store about what I wanted. She gave me the order number to go online to pay for it because she told me she cannot take order over the phone. The mattress protector was on back ordered.The order totaled $729.44.They delivered the mattress ONLY on 8.27.14. The mattress total with sales tax was $544.36.When I ordered both I told [redacted] I can only take delivery of the protector on Thursdays (my only day off). NOTE: I had to take a day off work to get the mattress delivered.When I went into the store to schedule the delivery of the back ordered protector I was told they never delivery on Thursdays. I was not happy. I could not afford to waste another day of work to get a protector. I told them to cancel the protector and refund the remaining $185.08. They refused telling me I had to then be penalized a delivery fee of $99 because now the order total was below the $599 threshold for free delivery. I reminded them they agreed to deliver the protector on a Thursday when it was in stock when I did the original transaction.They offered a partial refund of $76.21 (an arbitrary amount) which I told them was insufficient and yet they still proceeded to credit it to me against my wishes.Additionally at that time I learned that [redacted] added a pillow to the original order which I never asked for and charge me for it.After they refused to offer me a proper refund I told them they left me with no choice but to open a dispute and do a partial charge back for the remaining $108.87 due me.Desired Settlement: I want the $108.87 refunded back to me. I want their merchant bank to settle open dispute in my favor. They are in the wrong. I was promised a certain specfic delivery day and later told that was impossible.

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] purchased from Sleepy’s a Sealy Posturepedic queen size

mattress for $499.99 and a Southern Textile mattress encasement for $129.99.

The mattress only was delivered on August **, 2014. [redacted] was informed the

mattress encasement was on back order.

On August **, 2014, [redacted] contacted his local showroom to inquire on when the mattress

encasement would be delivered. [redacted] was informed the mattress encasement

would not be available till September **, 2014. [redacted] advised he would

only be able to accept delivery of the accessory on a Thursday. He was advised

that Sleepy's does not deliver on Thursdays; he requested to have the mattress

encasement cancelled off his order. As a

result of the encasement being removed from the order, the applicable delivery

charge was added since the order did not meet the promotional threshold of

$599.99 or above. [redacted] received the overcharge back on his credit in the

amount of $76.21.

In review of [redacted]’s account, a refund would not be warranted, however if [redacted] would still

like the mattress encasement, we can send at no charge via parcel delivery.

If [redacted] should choose to take advantage the offer, please have him 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]

The Sleepy's rep is lying. I was told prior to ordering that the mattress encasement could be delivered on Thursday. They changed their story. I find their lack of ethics beyond understanding.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

SLEEPY's is refusing to acknowledge they originally promised my a delivery day they later (shortly after the order) told me was impossible. AGAIN:Please see my original complaint. I do not want or need or now need their several months late we refuse to admit we were wrong encasement. I want nothing more to do with SLEEPY's. I ONLY WANT THE REFUND DUE ME. Their inability to apologize for holding my money this long and do the honorable thing speaks volumes about what they think about me and their customers.That this case remains opens is a reminder to me that their organization is never again be used be me.

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 filed by [redacted]. As stated previously, [redacted] is not

entitled to a refund of $108.87. However, as a courtesy and final offer, Sleepy's

will only send [redacted] the

mattress encasement via parcel.

If [redacted] should

choose to take advantage the offer, please have him contact [redacted] at ###-###-#### or [redacted].

Review: We entered the store on 11/**/2014 to purchase a mattress set. The salesman seemed very polite. After he discussed the store would finance the set we finally chose at a reasonable payment plan,we agreed. We went to his desk where he ask for my down payment to process. I agreed. He ran a credit check without my knowledge he was doing so. The sign on the store and desk read NO CREDIT check. We had no idea he was running one.He typed everything on his computer(you could not see)and never explaining anything,nor showed any paper work. He did not explain they had two financing programs, nor how they worked either. We thought it was a done deal...He pulled my deposit and then said my credit was denied.During the process he had to call several people to check his work because he was inexperienced. He then called the [redacted] to assist him,and explain the financing process.The [redacted] only explained the possible 90 day plan, and really no details on that.. The one I chose was a year, the other was 90 days. I did not wish to do 90 day financing. I ask for my money back and was told I would have to wait 72 hours, or until my bank processed it. I was very angry they had pulled my money and THEN ran a credit check with out my knowledge. As we left the store the [redacted] and salesman both laughed at us,because we was so mad. This is very poor Customer Service all the way around. I will NEVER enter their store again. I filed a complaint with their [redacted] and hope they learn a little about providing excellent Customer Service, and perhaps manners!Desired Settlement: I want my money back, and an apology for their rude behavior!

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of the complaint and accessing the consumers information there is no apparent charge displaying. If the consumer has a concern she can contact me at the number listed below to coordinate a submission of a statement/charge confirming a charge. Since we have reviewed the consumer’s complaint and offered a resolve we believe no additional responses are required. If I can be any further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Review: I purchased a mattress at a [redacted] ( same as Sleepys) at a store in [redacted], on January **, 2012. They are no longer in business there. I purchased it while the store was closing. [redacted] Kingsdown DSC- RAPTURE LTD E/T PLUSH Floor sample. The mattress was rotated at least every 3-4 months. There are two indents in the mattress from where my husband and I sleep. This should not have happened after 4 years. I called customer service at ###-###-#### and was told there is nothing they can do for me and said I have no warranty on it because it was a floor model. I paid $1,555.00 for it AND my husband had to travel to Maine to pick it up. This mattress should have lasted ALOT longer than 4 years. Customer care said something about accommodating pricing. I want more than that. Pretty bad when a mattress that was supposedly worth $4,500 only last 4 years. I want a credit for a different mattress. I will NEVER buy this brand again. My son just bought a new mattress from Sleepy's in [redacted] last week. I can assure you, I will make sure he returns it. Also, my nephew who lives in my household had his new mattress delivered from Sleepy's in Raynham, MA on 1/**/16, I can assure you that I will also make sure he returns that. My mother bought a brand new adjustable from Sleepy's in [redacted] less than a year ago. My family has been loyal to Sleepy's.Desired Settlement: I want a store credit for what I paid for this piece of junk that did not last longer than 4 years. If no store credit can be issued I want a refund and I will take my business else where.

Business

Response:

Case# [redacted]On January **, 2012, [redacted] purchased a mattress from [redacted] during a liquidation sale. At the point of sale, he was advised that all merchandise purchased during the liquidation was sold “as-is” and without any warranties.On January **, 2016, [redacted] contacted our Customer Care Department to advise her mattress was sagging. The Representative informed [redacted] the mattress was purchased from a liquidation sale and therefore, did not carry a warranty. Dissatisfied with this outcome, [redacted] filed a claim with your agency. A Customer Relations Representative reached out to [redacted] on February *, 2016. [redacted] claims she was advised at the time of purchase, her Bedding Consultant informed her the purchase include a warranty. The Representative reiterated that liquidation purchases were sold “as-is and the manufacturer would be unable to honor a warranty on the mattress. However, in the pursuit of customer satisfaction, a Corporate Discount was offered to [redacted] to be applied towards the purchase of new bedding. She advised that she wished to apply this towards Tempur-Pedic; which unfortunately is one of our few Brand exclusions as it is price locked by Tempur-Pedic. She was also interested in the king size Enso adjustable bases and was offered the discounted price of $1,850.00, plus tax. [redacted] advised she will be reviewing this offer with her husband and revisit the showroom or call her Representative if she is interested in pricing for other merchandise. As we take these complaints very seriously, we believe that no further action is required. If you require any additional information please contact Kuina C[redacted] at ###-###-#### or [redacted].

Review: On Sunday, July [redacted] my wife and I purchased a Sealy mattress from Sleepy's of [redacted]. During the payment for the mattress the salesman offered us a backsleeper Position Pillow

and an Omniguard mattress protector. He offered the pillow at retail of 49.99 and the mattress protector at a

discounted price of 79.99. We were shown floor models of these products. The mattress protector was explained to

be made of silk and with no plastic. We agreed to purchase these products along with the mattress.

On the day of delivery, Monday the [redacted], I received all the above mentioned products. The pillow was packaged in grey non-transparent plastic and nothing else. I opened the package to ensure I was given the correct pillow. The pillow was correct, but it was much harder than the floor model we were shown. As for the mattress protector, I opened it to inspect the item and found that it was made of "silky material" and had a plastic backing; not as described. Neither item were ever used and we planned to immediately return them.

On Tuesday, the [redacted] I returned to Sleepy's to return these items. I was then informed that it was company policy to not offer a refund, exchange or credit for these items. No one had mentioned this return policy at time of purchase. Nothing was written on our invoice explaining this policy. In fact, the salespeople indicated to us that "they assured our satisfaction" and to "call or stop by if we have any problems and you will be helped". That this return policy was never explained, was never mentioned, and that we were mislead as to the quality of these products is unacceptable. The fact that you can be given a pillow inside a grey, non-transparent bag and you cannot inspect the product without voiding their return policy borders on a scam. We plan to pursue other legal actions if this cannot be resolved through the Revdex.com.Desired Settlement: We understand that a full refund may be out of the question. A written apology and a store credit so that we may purchase those items that we prefer is desired.

Business

Response:

Case #: [redacted]

Review: REF: SLEEPYS CUSTOMER COD NO. IS [redacted]. ORDER NO. IS [redacted] I have purchased one queen size mattress, no. [redacted]OMAT-ES MICHAELA UF QN MAT & ESTATE QN LP BOX SPRING on ** Dec. 2012 from Sleepys. I have paid $ 1861.75 through Chase credit card. The mattress warranty is for 10 years.When I purchased the mattress from Sleepys on ** Dec. 2012, I have talked to the sales person that I am using the metal frame which I am using for last 20 years. It is four legs metal frame, on that time sales person told me that you can use it for this mattress. WHEN COMPANY DELIVERED THE MATTRESS, THEY DID NOT GIVE ME ANY WARRANTY CARD OR ANY BOOKLET WITH MATTRESS. The mattress is sagging in the middle on both sides than I made the complain for sagging the mattress on ** May 2014 in warranty department, she told me that you have to buy 6 legs metal frame even though they sent the person to examine the mattress on ** May 2014 at 12:30pm. He took the pictures of mattress and box spring. He told me that mattress is sagging. I called on ** May 2014 at 3:50pm to warranty section & they refused to exchange or refund the money because they said you are not using 6 legs metal frame. I received the letter & pictures on ** may 2014 from Sleepys, letter said YOUR FOUNDATION IS NOT UP TO THE MANUFACTURES SUPPORT STANDARDS AS STATED IN YOUR WARRANTY BOOKLET AND THEREFORE, PURSUANT TO MANUFACTURERS WARRANTY, YOU ARE INELIGIBLE FOR A WARRANTY EXCHANGE AT THIS TIME.Desired Settlement: We can accept the replacement or refund.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that

the mattress 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 [redacted]’s home to

examine the merchandise. The results of

the inspection revealed that both the mattress and box spring did not meet the

manufacturer’s standards, however, 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]’s request to replace the merchandise.

In May 2014, [redacted] contacted Sleepy’s Customer Service Department to inquire on the

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

support, which is a condition that voids the manufacturer’s warranty.

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]. We originally offered a free frame with accommodation

pricing on a new sale. However, as an accommodation Stearns & Foster agreed

to replace [redacted]’s mattress set. An

exchange has been processed with a proper frame.

Since we have resolved the complaint to the customer’s satisfaction, we believe that no further action is

required at this time. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: purchased two mattress sets in early 2014. the box mattresses on one set had a faulty 2 X 4 which split and broke through the supporting bed frame. Sleepy's sent out 3rd party complaint company to assess and they claim the bed frame was faulty. I sent pictures of split 2 X4. Sleepy's failed to reply for one week. Called back and they again claim the bed frame was faulty. Customer support folks were adamant they would not replace the bed and box spring and to read the warrenty on the bed. Customer service extremely rude. Really unfortunate for a company trying to build it's business in a crowded market in [redacted]Desired Settlement: replacement of the bed or total refund. and a apology for their treatment of customer.

Business

Response:

Case#: [redacted]

On June *, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming to have a concern with the King Koil full size mattress purchased in November 2013. 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 did meet the manufacturer’s standards, however; the set was being used on a frame with improper support, which is a condition that voids the manufacturer’s warranty.

The Manufacturer’s warranty clearly states in clear and concise language “When product failure of due to causes other than defective workmanship or material”, “If bedding has any damage to the outer fabric of the cover, including wear and tear.” Therefore, pursuant to the terms of the manufacturer’s warranty, the [redacted]’s request to replace the merchandise was denied to improper support. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty it is the consumer’s responsibility to review the warranty at their leisure to become familiar with the manufacturer requirements.

As an accommodation to the [redacted]’s, Sleepy's is offering an employee discount on a new mattress and box spring set

(excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance).The [redacted]’s may take advantage of this offer which reflects a deep discount on the newly selected bedding set of their choice. Applicable delivery fee will apply.

The [redacted]’s may contact me at the contact information provided below to assist with the processing of the accommodation. If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at [redacted] to further discuss.

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: Long story: I purchased a bedframe in 2011. The sales rep told me it would expand from queen to king (I had a queen bed and told him I planned to buy a king bed in the future). Fast forward to 2014: I bought a king bed (not from Sleepy's) and learned then that the frame does NOT expand to king. I contacted Sleepy's Customer Support via email and they have been very helpful for the past month. They offered me a new king frame at a discount; I called as instructed to place the order, paid via phone, and was told (via email AND a phone call) that I could pick it up at a local store on 7/**/14. I went to the store that date; there was no frame for me. The sales rep ([redacted]) told me the computer showed a pickup date of 7/**/14. She called Customer Support (at my request) and spoke with [redacted]. I told [redacted] and [redacted] that I did as I was told by Sleepy's, they did not deliver the product, and now it's time for them to "make it right" by delivering the frame to my home and setting it up, all at no charge to me. [redacted] asked me to forward the email from Customer Service that told me the pickup date was 7/**/14, so she could show her manager. I did so. She then told me (through [redacted]) that they would deliver and set up the frame for half price ($50). I refused her offer and repeated my request. [redacted] was put on hold again; I'd been at the store for 45 minutes at that point. A friend was at my house, waiting for me, to help me set up the bed frame. (I was also paying him $50 to do so.) I told [redacted] I could not wait any longer, and to please ask [redacted] to contact me by email. [redacted] did not email me that day or the next; I emailed her (as well as the Customer Support email with which I had been corresponding - no one ever gave me their name) on 7/**/14 and asked them to resolve the problem by 5 PM or I would be forced to escalate my concern. That is what I am doing via this complaint.Desired Settlement: I have paid $53.00 for the new frame; it has been charged to my credit card. I would like Sleepy's to arrange a delivery date and time - after 5 PM since I work - and deliver and set up the bedframe, plus position my mattress and box springs on the frame, at no charge to me. Thank you very much.

Business

Response:

Case #: [redacted]

We are in receipt of the complaint filed with your agency regarding [redacted]. We have since set up a delivery date and time of 6pm -10pm on Friday 7-**-2014 to deliver and set up a metal frame. The Drive Team was instructed to arrive promptly and set up the frame.

We sincerely apologize for any inconvenience this matter may have caused [redacted]. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a $1300.00 mattress approximately 20 months ago. It now has an almost 2 inch sag in the middle. I performed the required tests & submitted the requested photos to Matress Marshal (an organization that Sleepy's utilizes to review complaints) only to be told the mattress is fine. The mattress has a 10 year warranty. A mattress should not have a big sag in the center. I have never had this occur nor have I ever suffered with back issues as I do now. This mattress is defective & Sleepys does not stand behind their products & they are not concerned with customer satisfaction.Desired Settlement: I would like another mattress that is not defective.

Business

Response:

Case #: [redacted]On October **, 2015, the consumer contacted our Customer Service Department claiming that the mattress delivered January 2013 was sagging. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer which would enable her to capture and depict the areas of her concern. The consumer’s submission was reviewed in accordance to the manufacturer guidelines and revealed the mattress and box spring in fact met the manufacturer’s standards and therefore was ineligible for warranty replacement. Pursuant to the terms of the warranty (see attached), Sleepy’s denied [redacted] request for a warranty exchange. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states, “This warranty DOES NOT apply to “Normal body impressions of a 1 ½ or less.” On December *, 2015, the consumer was contacted where she relayed her dissatisfaction with the mattress and its performance. In the effort to assist the consumer with resolution she was provided to options to resolve. A second inspection conducted by a third-party independent inspection company or the offer of a partial store credit which will enable the consumer to immediately select a new set of bedding in which she believes may be suitable for her needs. The consumer has accepted our offer and will visit her local store when her time permits and communicate her selection via e-mail to our corporate office. If you have any further questions please 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, as long as they are true to their word and will replace my defective mattress.

Sincerely,

Review: I'm fortunate to have a relatively high monthly income, but my credit is very poor as the result of a recent divorce and the effects of the recession. As a result, I can't get traditional financing. However, my recent college grad needs a mattress, so I went to Sleepy's in Manchester because of the big red sign in their window which read "No Credit Needed - 90 Day Payment Plan" (with no fine print or disclaimer).

I told the salesman ([redacted]) upfront that my credit was poor, so I'd be taking advantage of their financing. My son picked out a very reasonably-priced mattress, then I sat down to arrange the financing. This involved giving him quite a bit of personal information such as social security number, bank account number, 2 references, monthly income, etc.. I complied because I assumed it would be a direct debit arrangement from my checking account.

So, imagine my shock and anger when he said "Denied." How could I be denied when there was no credit required? I won't go into details of the conversation other than to say that 1) he passed the buck onto" Progressive" (their financing partner), saying it was their decision, 2) he claimed that he didn't run my credit (which, of course, is false and adversely affects my already poor credit score), 3) he claimed my information would be erased, 4) at no time did he say that financing could be withheld, 5) an apology was never given, 6) I did not swear or become threatening, 7) the customer service rep on the phone parroted what [redacted] said and was very defensive, and 8) he denied that their sign was false advertising.Desired Settlement: I want any private and personal information I provided to be deleted from their system (and their finance provider's as well - Progressive).

If the hard credit inquiry appears on my credit report, I want it removed immediately (from all 3 bureaus).

Either discontinue this policy or make the "fine print" (details) very clear on all signage and in conversations with sales staff. Also give customers a written copy of the policy to review before asking for any personal information.

I want a written apology from both the corporate office and the store's sales manager.

Finally, I'd like them to honor my purchase request (with absolutely free delivery...and perhaps a good faith discount) since I need a mattress ASAP.

Business

Response:

Case #: [redacted]

Review: I had purchased two queen size mattresses one in 2005 the other in 2008. I requested to have them come and inspect my mattresses due to defects in both mattresses. After sleepys had someone come and inspect the mattresses I was told they would only replace one and not the other. The one mattress the verdi square ultra plush that was clearly bowing on one side only they would not honor which was at least a three inch bulg on side. with also a 2 inch dip in the mattress. They stated it was improperly supported. Meanwhile when there inspector came to examine the box spring as well as the mattress they stated support and box spring were fine level and no dipping in box spring. only mattress was showing defective. Mattresses were both installed by dial a mattress. I was never advised of any problems when mattresses were installed by installersDesired Settlement: My desired outcome is to have both mattresses replaced they are both clearly defective.

Business

Response:

Case #: [redacted]

Review: I PURCHASED A MATTRESS ON NOV 2008 WITH A 10 YEARS WARRANTY. I CALLED TO HAVE AN INSPECTION DONE AS THE MATTRESS WAS SAGGING IN THE MIDDLE CAUSING BACKACHES. THE INSPECTION CAME SHOWING THAT THE MATTRESS WAS INDEED SAGGING 1 INCHES WITH NO PRESSURE ON IT. AS PER SLEEPYS, THE WARRANTY WILL NOT COVER AN EXCHANGE. I THINK THAT IT IS RIDICULOUS AS THE MATTRESS IS ALREADY SAGGING WITH NOTHING ON IT WHEN IT IS NOT SUPPOSED TO. I ALSO OFFER TO PAY A DIFFERENCE IF NECESSARY AS MY BACKACHES CONTINUE TO WORSEN, BUT THEY ALSO REFUSED THAT. THEY MUST HONOR THE WARRANTY AS THE PRODUCT IS NOT WORKING AS IT IS SUPPOSED TO AS PER THE WARRANTY.Desired Settlement: EXCHANGE OR REFUND

Business

Response:

Case#: [redacted]

On November *, 2013, the [redacted]

contacted Sleepy’s Customer Service

Department claiming that the mattress purchased in November 2008 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 did meet the

manufacturer’s standards, however; 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, we denied the [redacted]’s

request to replace the merchandise. At

the time of delivery, the [redacted] received a copy of the manufacturer’s warranty,

which clearly states, “Structural damage due to using an improper bed frame or

support system or mattress damage due to an inappropriate foundation or support

system.”

As

an accommodation to the [redacted]’s, Sleepy’s is offering an employee discount

on a new mattress and box spring set (excluding Tempur-Pedic, Sealy Cool Sense,

Serta I Series, and Serta Cool Elegance). The [redacted]’s may take advantage of

this offer in conjunction with employee pricing which reflects a deep discount

on the newly selected bedding set of their choice we will provide the [redacted]’s

with a complimentary frame depicting the support the manufacture is seeking for

their merchandise. Applicable delivery fee will apply.

The

[redacted]’s may contact me at the contact information provided below to assist

with the processing of the accommodation. If you should require additional information

or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### to further

discuss.

Consumer

Response:

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

The mattress is placed on an Sleepy's frame and base. What [redacted] response is not correct as I was told that the warranty did not covered the mattress since it was not sagging 1.5 inches without weight on top. My mattress was sagging 1.25 inches without pressure as per the picture. I do not see that the warranty says 1.5 inches sagging without weight on. If that was the case even .75 of an inch would be an awful mattress to sleep on. Instead of the discount which I do not know how much it is, I prefer an exchange for another mattress, and I will pay for the a difference. I don't want to get stocked with my current mattress.

Sincerely,

Business

Response:

Case

#: [redacted]

We

are in receipt of your rebuttal regarding [redacted].

To

reiterate the previously sent response the inspection determined that both the

mattress and box spring were in fact not defective. It is the consumer’s responsibility

to be aware of the manufacturer guidelines in regards to what is defective. The

manufacturer’s warranty was provided to the consumer in the previous response

in regards to what their legal limited liability warranty covered.

[redacted] has claimed to be dissatisfied

with the merchandise an offer has been extended of accommodation pricing to

assist in remedy of his dissatisfaction. [redacted] is unaware of what the

discount would consist of or the dramatic reduction of the pricing due to his

failure to visit a local showroom and take advantage of the offer (excluding

Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance) applicable

delivery fee will apply.

If

[redacted] has any additional concerns he can utilize the contact information

below and contact me directly for clarity he is seeking. If you have any

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

[redacted].

Review: Dear Revdex.com,

My claim is in relation to two of the same products. I purchased two Sterns and Foster Queen mattresses at Sleepy's in February, 2009. Both beds are defective with problems. Both beds are sagging in the middle after a short amount of years. I contacted Sleepy's and they sent an investigator to look at the mattresses. They admitted over the phone that both mattresses were defective, but they could not honor any part of the warranty because they have minor stains. I told them about the stains and I understand that is the reason they cannot be replaced. However, I do believe that they should do something for a customer. They are telling me that both beds are defective and have issues, as well as they are at fault, but they are getting out of it because of their "No Stain" under warranty policy. I also contacted them about this matter and they were extremely disrespectful, argumentative, and unwilling to do anything. I believe that there should be warnings and someone to protect these customers.Desired Settlement: I am not even asking for my money back. I just want either a replacement, exchange, partial refund, store credit, or a significant discount for two beds that I not have to replace. It would be nice if a company could stand behind their products. I would just like some understanding and something done for the customer. The customer service and [redacted]s are unwilling to do anything for their customers.

Business

Response:

Case #: [redacted]

On March *, 2014, [redacted] contacted our Customer

Service Department claiming that both mattresses purchased from Sleepy’s in March

2009 were sagging. Since this what would

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

merchandise. Sleepy’s dispatched a third-party independent inspection company, for

[redacted]’s home to inspect her merchandise. The

inspection results revealed that one of the mattresses was not defective

pursuant to manufacturer’s warranty guidelines while the other mattress was

defective. However, both mattresses were stained and improperly supported. As a

result, [redacted]’s warranty was void.

On March **, 2014, [redacted]’s spoke to a [redacted] in our Customer Service Department. We offered [redacted]

an accommodation pricing on a new sale. On March **, 2014, the customer visited

one of our showrooms to complete her selection. [redacted] advised our

Mattress Professional that she would come back to the showroom with her son.

As we take these complaints very seriously, we will continue to work with the customer to resolve her complaint.

The initial offer made to [redacted] by the [redacted] remains unchanged. Should

you require any additional information, please contact [redacted] at

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

Review: I paid cash for a mattress that I decided to cancel purchase and delivery of just several hours later. The salesperson still had the cash on her desk and would not refund it to me. I was told that the refund had to be processed through corporate and now it is 15 days later!! This is a major inconvienence because the cash totalled $739.00 and it has severely impacted my budget since I decided to purchase a mattress elsewhere. I have called the store several times and have been told that I just have to wait for a check. ThanksDesired Settlement: Immediate refund.

Business

Response:

Case#: [redacted]

On February **, 2014, [redacted] placed an order in our showroom. The customer contacted the

showroom on the same day to cancel her order. We advised her that due to our

company’s policy the refund check would be issued by our Corporate Office. On

February **, 2014, we mailed a refund check to the customer’s address on file.

On March *, 2014, the customer contacted us to advise she has not received her

refund check. We initiated a stop payment on the check and sent [redacted]

another check on March **, 2014.

We spoke with [redacted] on April **, 2014, and verified that she did receive her

refund. We sincerely apologize to [redacted] for the delay and any inconvenience

this may have caused her.

If you have any further questions please contact [redacted] at ([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:

this treatment of a cash payment and order revoked on the same day is not sufficient. This is unacceptable. The companies policy is irrelevant to me since my money was tied up for nearly two months with great aggravation and hassle. The Revdex.com is nothing more than a band aid without adhesive and best be disbanded.

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

Sincerely,

Review: Here are the facts of my complaint.

On Memorial Day Weekend, 2013, I purchased three different mattresses for my three children. The older two got the higher-end mattresses. I thought my 10 year old would be fine with a high quality $300 foam mattress and planned to buy her a better quality in her teen years.

As time went on, the $300 foam mattress developed a significant depression right in the middle of the mattress. My daughter is about 80 pounds, so I knew the depression was not due to her weight. We tried turning the mattress, but that did not help as the depression was central to the mattress. The other side was hard, so flipping it was out of the question.

I notified Sleepys about the issue in late December. By this time my daughter was sliding into the depression every night. It was significant enough to disrupt her sleep. Sleepys set up an appointment for someone to come out and inspect the mattress. The inspector looked at the mattress and assured me that it was defective and I would get a new one. The depression is evident at first glance, and spans a good portion of the middle of the mattress.

A few weeks after the inspector left, I received the report. The determination of the report was that the mattress was “up to standards.” I could not believe it. I called Sleepys thinking there must be some kind of mistake.

On January **, 2014, I spoke with [redacted], a customer sales representative. She told me that the manufacturer set the quality for their mattresses at a 1.5 inch depression. Our depression measured 1 inch. First of all, that measurement seemed off to me. This was a significant depression. Second, it was not an inch across, but the depression went on for about a foot, making it impossible for my daughter to avoid sliding into. [redacted] assured me that these were the rules and there was nothing she could do. I got the phone number of the manufacturer, which was Eastern, ###-###-#### and was set to call them when I thought, no, Sleepys sold me the mattress and should make good on it. I asked [redacted] to send the inspector back out to re-measure. The report did not say how long the span of the depression was, and I felt this really mattered. [redacted] told me that it would cost me $50 for another inspector to come to the house. They only offer one inspection a year, she informed me.

I asked her about Sleepy’s much touted Customer Satisfaction Guarantee. She assured me that Sleepy’s would return any mattress that we weren’t satisfied with. But the guarantee would cost me $69.00

At this point I was irate. Here I have a clearly defective mattress, and I am looking at $50 for another inspector and $69 to PAY for a guarantee. I asked to speak to a [redacted].

At this point I spoke to [redacted] of management. She was singularly unhelpful and repeated [redacted]’s points. I argued that we had literally spent thousands at Sleepys—couldn’t she just exchange the faulty mattress? No, she said, because we couldn’t re-sell it. I pointed out that of course she couldn’t resell it because it was defective. She remained firm saying that there was nothing she could do, and the only person above her was the [redacted]. She would not give me his information.

I decided to go ahead and purchase the $69 customer satisfaction guarantee and get a mattress that my daughter could sleep on comfortably. As [redacted] was about to send me back to [redacted] to purchase the guarantee, something occurred to me. “Will I have to pay for shipping?” I asked [redacted]. “Of course,” she answered. “Every mattress incurs a $100 shipping cost.” So I clarified that the customer satisfaction “guarantee” was NOT $69, but essentially $169. So I was going to have to pay $169 to replace a defective $300 mattress.

“That is right,” [redacted] told me.

If that is “right” then something is wrong. Sleepys should replace the mattress without question and free of charge, including delivery. Sleepys should not be able to claim that they have a “customer guarantee.” They should also not be able to claim that they are the “Mattress Professionals.”

Please advise me what I should to at this point. Thank you for your help.

Sincerely,

[redacted]Desired Settlement: I would like the defective merchandise replaced free of all charges, including delivery. I would like Sleepys to pick up the defective mattress and replace it with a new one. If that is not possible, I would like a complete and total refund.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the memory foam mattress she purchased in May 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 [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 manufacturer requirements/guidelines of a 1 ½ or greater and the alternative offers presented to resolve [redacted] filed a complaint with your office.

Even though the inspection determined that the mattress was non-defective, Sleepy’s has attempted to satisfy the customer by offering her an option of our Satisfaction Assurance plus Program which bears a fee of $69.99, plus the cost of transportation in the amount of $99.99. This offer would have enabled [redacted] to exchange the non-defective product utilizing a store credit to select new merchandise of the consumer’s choosing of equal or greater value. This offer was one of the refused options mentioned above.

In an additional attempt to assist [redacted] with her complaint we are offering a one-time opportunity:

To schedule a second opinion inspection, if the results of the inspection deem that the merchandise is not up to the manufacturer’s guidelines, [redacted] will receive a store credit only for her invested amount of $300.00., plus tax. If [redacted]’s merchandise is found to be performing up to the manufacturers standards the above mentioned resolutions will still be available to the consumer.

Since we have actively attempted to assist [redacted] with resolution we believe that no further responses are required. If [redacted] opts to take advantage of

the above generous offers she may reach me at the contact information following. If you require additional information, please do not hesitate to contact [redacted] ###-###-#### or [redacted]

Review: Mattress failed within three years of purchase with a stated warranty of 10 full years.Desired Settlement: Refund purchase price of 1629.99

Business

Response:

Case #: [redacted]

On March **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress purchased March 2011 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the mattress met the manufacturer standards and box spring did not therefore the [redacted]’s were eligible for warranty exchange of the box spring only and the request to exchange the mattress was denied based on captured measurements. The [redacted]’s dissatisfied with the results of the inspection filed a complaint with your office.

In an attempt to ensure customer satisfaction Sleepy’s is offering to:

1. Schedule a second appointment for an independent third-party inspection company to be dispatched to the [redacted]’s home as previously offered to inspect their merchandise once again, to confirm if the [redacted]’s mattress has reached the inch and a half required by the manufacturer under the limited liability warranty. The inspection company will be dispatched to take another set of empirical measurements for comparison with manufacturer’s guidelines for warranty related exchanges. In the event the mattress is deemed defective Sleepy’s will be able to offer the [redacted] the option to exchange their mattress which is the consumer’s desired resolution.

We take these complaints very seriously; If the [redacted]’s is seeking to resolve this matter to its totality the above offer of the inspection is available for the [redacted]’s to take advantage of. Please have them contact me at the number listed below. If you have any further questions please reach 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: