Sleepy's

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

Consumer

Response:

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

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

Sincerely,

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

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your inquiry

regarding [redacted].

We regret to inform you that we are unable

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

[redacted] must contact Progressive at

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

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

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

If you should have any further questions

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

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

Review: 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: 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].

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

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

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

Business

Response:

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

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

Business

Response:

Case#: [redacted]

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

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

On July **, 2013, Sleepy’s coordinated another inspection for [redacted] in regards to her alleged claim of the mattress exchanged on April *, 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of inspection revealed that the mattress was defective under the manufacturer’s warranty guidelines however, the box spring was not. Pursuant to the terms of the warranty, we agreed to replace the mattress only.

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

Since customer satisfaction is our primary goal, we have agreed to depart from our well-established policies and, as a gesture of good will, we are offering to remove the mattress in [redacted]’s home and process a refund for the Carolina Mattress Guild ONLY in the amount of $1,047.50. It is [redacted]’s responsibility to contact me at the number below to coordinate the removal of the mattress and box spring. We believe that no further action is required at this time. However, if I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved however I have tried to reach out via phone and email several times and have not received a call back. The representative [redacted] does not return my calls or emails and this is discouraging given the promise of refund being made. I don't know how to go about fixing this of no one will respond, please advise.

Sincerely,

Review: Ordered a mattress from sleepy's with my VISA on 9-**-2014. They said it would be ready for pickup on Monday the [redacted]. They called me a few hours after I bought the mattress explaining that the soonest they could get it would be Oct. [redacted] or [redacted]. So I canceled the order. They said it would take 3-5 business days for the refund to be processed. I made frequent calls to 3 local sleepy's stores to make sure they started the refund process, and all they told me was "I'll send an email to the refund department and have my [redacted] call you to verify that the refund has been put through." I received no calls from any [redacted] whatsoever. It is now 9-**-2014 at the time of writing this complaint, on which day I called the main sleepy's CS # and had them actually "start" the refund process. Now I have to wait an additional 3 days according to this CS rep. So 3-5 business days has turned in to 8 days. They were quick enough to take my money and make me wait almost a month to get the mattress, but very hesitant when it comes to refunding.Desired Settlement: Refund to my VISA.

Business

Response:

Case #: [redacted]

On September **, 2014, [redacted] opted to cancel his invoice and was seeking a restoration of his funds in the amount of $449.43. Unfortunately, and very much out of the ordinary the person handling [redacted]’s refund processed it incorrectly, causing a delay. Our Accounting Department has reinstated [redacted]’s funds to his Visa Card last four digits [redacted].

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

Review: I went to look at mattresses at the [redacted] Sleepy's store at [redacted] on 8/**/14 around 7:30PM. Though generally pleasant, the sales person - [redacted] - said he could only tell me how much of a discount he'd be able to offer me thru a financing program if I let him run my credit. I don't know if he actually said that, but I do remember that I said I was not going to buy a bed that day regardless, but really, this was just a credit check to give me an estimate, yes? He agreed. I know I asked at least twice. I have good credit and didn't think someone checking it to give me an estimate was a big deal. WEIRD for sure, and definitely unconventional, but ok, whatever. Mattress places are pretty smarmy feeling anyway. So he ran it, and gave me a "SALES ORDER INVOICE" to guarantee me a price. A formal invoice. He had to insist three times to me that it was not a sale contract, I was pretty irritated and definitely confused.

You can give me an estimate - which is what I'd agreed to. You can give that to me in handwritten form, or in a printed form. But an invoice? And when yes - I signed the credit pad - and asked again if this was just authorizing the credit CHECK - he said yes. I have now received a Sleepy's card. I completely understand that this is not a Visa card, but it is still a credit card. I am furious.

Just when I thought I wasn't really as angry as I was the day I received the card - which I will be canceling as soon as I can find time during work hours to take time out of work to call this little-known bank during their inconvenient hours - [redacted] called to see if my husband and I would be stopping in so my husband could look at the mattress.

Again, this man was pretty pleasant throughout the store visit, but apparently, pretty deceptive. He called me this evening (9/**/14 at 7:32PM). When I told him that I was a bit upset about this credit card I got in the mail and no, would not be coming in to see a mattress, he didn't get foul, but definitely defensive. He asked me what I thought I was filing out, and I said I didn't think I was getting a credit card, but a QUOTE as he had said in the store. He said you SIGNED the pad. I said right, and when I asked, you confirmed to me this was to get an estimate, not to sign up for a CARD. His response was the well it's not even a credit card, it is only for Sleepy's. I said still, I wasn't interested anymore, and then he got a bit short and ended the call.Desired Settlement: Please. If you have a discount to offer, just offer it. Please do not snooker people in to signing up for things they don't know they are getting, and in my case, was specifically told (only when I asked repeatedly) I was not getting. If you can offer me a percentage range to mull over, I know my own credit score and can determine what I'll qualify for. If you have a sale price, post it.

If you want to meddle with people's credit, and practice deceptive sales techniques by hiding behind "estimates", that is really unethical. He even referred to my "Invoice" on the call this evening as my ticket. My ticket?? I don't have a "ticket", I am not placing an order, I would like to not buy a bed from Sleepy's - especially now, and am just really blown away by this practice. This guy praised the ethics and moral fiber of [redacted], and that's how he proceeded to do business. I think he was very knowledgeable, but I think that Sleepy's needs to educate heir sales people that some people on this planet still take their personal info and credit scores seriously, and though the general exchange with this rep was pleasant, this is just not acceptable. Not cool at all.

I'd love an apology, an acknowledgement of some sort that this is a bad business practice, something. I have never enlisted the Revdex.com before, and would like to thank you in advance for your time and consideration.

Business

Response:

Case #: [redacted]

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

On August **, 2014, the consumer visited her local showroom and made an inquiry of a Comforpedic Phenom twin extra-long mattress. Customarily a consumer‘s information is submitted for finance only when it is solidified that the consumer is concretely interested in processing a sale. As stated in the consumer’s response this method in which she described is not a habitual procedure within our establishment. Normally; before the financial institution can query a dollar amount and product has to be selected.

In an effort to ensure Customer Satisfaction and consumer security the electronic devices that are placed in the showroom requires two requested signatures once for the actual charge and the second acknowledging our company policy. As also mentioned; [redacted] was provided with a copy of the invoice upon her exit from the showroom.

Nonetheless; we profusely apologize for any inconveniences [redacted] has experienced. The complaint has been escalated to the [redacted] in that area for additional review and follow; up regarding the Mattress Professional and the consumers concerns. [redacted]’s inquiry has been cancelled and she can contact the financial institution directly at [redacted], to assist with cancelling the credit line.

Since we have reviewed [redacted]’s concern and cancelled her inquiry we believe no further responses are required at this time. If I may be of further assistance, or should you require additional information please do not hesitate to contact me [redacted] at ###-###-####.

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 suppose this is resolved, and do truly appreciate the apology - but the options of responding to this phase of the Revdex.com process are black and white, and this is definitely gray. The response indicates that financing is generally processed when a concrete sale is in the making. I couldn't have been more clear that I wasn't making any decisions that evening, so I still think that the protocol undertaken was pretty underhanded. As well, it was noted that two signatures are required, one to complete the sale and one to acknowledge store policy. My signature on the electronic pad was verbally confirmed to me to be to finalize the credit check to get a price. I will cancel the card and proceed to buy a mattress elsewhere. Total shame, the selection at Sleepy's was very good.

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

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: This is the fourth time I have contacted [redacted] and [redacted] regarding my adjustable base. Since purchased the base has always given movement that is disturbing to our sleep. We have purchased two bed frames that we have since gotten rid of thinking that they were potentially the problem. We then put our base(s) directly on the floor and still felt shaking, disturbing movement. After speaking with [redacted] they sent a technician out to service our bases. The technician stated that the bases were constructed as normal, however, because of their structure being that there are moving parts due to its mechanical functioning the base will always give movement unless we are to constantly keep the base in an elevated/inclined format. The main purpose of purchasing a [redacted] is to not disturb my partner and to not feel movement. The base we have allows for disturbing movement that we feel is unsatisfactory and a defect of the product. We do not wish to keep the item. We have contacted [redacted] directly and they have advised us to speak with you. Regardless, their product despite is very heavy weight is unfortunately faulty and negates one of the main functions of their mattresses. Please advise.Desired Settlement: The product design is faulty I do not wish to keep it and wish to be refunded in full.

Business

Response:

Case #: [redacted]On May **, 2015, [redacted] received delivery from [redacted] of Tempur-Pedic queen size Tempur-contour elite, two adjustable bed bases, and one terry cloth mattress protector. [redacted] and [redacted] extends to our customers a ninety-night (90) home trial period. Upon receipt of this complaint from your office [redacted]’ invoice was accessed and our records indicate the consumer has not contacted our corporate office with a concern. The consumer’s inquiry/complaint was made directly to the manufacturer whom opts to handle their own warranty claims. The receipt of this complaint was the first advisement we have had in regards to the consumers dissatisfaction. On August *, 2015, a supervisor from our Consumer Relations Department attempted contact with [redacted] to inform him of the guidelines of the ninety-night (90) trial and what is currently available to him. The ninety-night (90) trial indicates: If the consumer chose to exercise the option of returning the mattress ONLY during the trial period, they would have been charged a $175.00 return fee and the cost of the promotional accessories provided as a condition of the purchase which would be debited from their total store credit amount. The Ninety-night trial only applies to Tempur-Pedic mattress purchases (excluding adjustable foundations/frames). Adjustable foundations/frames, pillows, cushions, and accessories do not have a trial period.” The consumer was reminded the adjustable bed base is non-returnable, non-refundable and non-exchangeable. [redacted] in his complaint expresses his dissatisfaction with the repair of the adjustable bed base. The consumer was advised [redacted] does not construct or repair adjustable bed bases and he was referred to the manufacturer for continued partnership. In an effort of keeping [redacted] fully aware of his options he was advised; under the ninety-night (90) in home trial he is still within the time frame to return/exchange the mattress. The consumer considered this information of no pertinent use.Unfortunately; as previously mentioned adjustable bed bases are non-returnable, non-exchangeable and non-refundable. If the consumer is currently dissatisfied with the performance of the adjustable bed base after a technician’s service visit to his residence he would be required to contact [redacted] directly. Since we have reviewed the consumer complaint and detailed his options we believe that no further responses are required, [redacted] and [redacted] can reach me at the contact number provided to assist. If I can be of any further assistance or should you require additional information please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress from the [redacted] store in [redacted] about one month ago. I was charged $699, but the mattress sold online for $649. I called immediately after I returned home from the store and saw the price discrepancy online, and was told that I would be issued a refund in a few days. When the refund didn't show up multiple weeks later, I called again and was told that again I would receive the refund in a couple of days. Again, I did not receive the refund over a week later and called the store. I was told I would receive a call back momentarily, and did not. I called a fourth time, and was told that the issue was passed on to a manager, and I would receive the refund in a few days. I have still yet to receive the refund, and am extremely dissatisfied with (1) the initial inconvenience and price discrepancy that started this, (2) the very sub-standard service I have received, and (3) the apparent lack of communication between sales associates/corporate customer service employees. Initially, the sales associates said they couldn't handle this problem at all and that I needed to call customer service, but when I called customer service they told me this was a problem for the sales associates to handle (so far, no one has handled the problem). Additionally, I attempted to post this in an email to Sleepy's customer service, and the function did not work on their website.Desired Settlement: Refund

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] placed an order for a Carolina airgel plush queen size mattress at $684.86, plus tax

and two jumbo pillows at $7.49, plus tax each. [redacted] picked up the two pillows in the

showroom and received delivery of the mattress on June **, 2014. Prior to the delivery, [redacted] called the

salesperson stating that there is a price difference advertised on our

website. He advised he would make the

adjustment. However, for some unforeseen instance, the adjustment

did not go through. The price should have been $649 for the mattress.

Upon receipt of this complaint filed with your office, we attempted to contact the

customer and left her a voice mail on June **, 2014. We have processed the refund for $37.96 to

accommodate the $649.00 pricing for the advertised price. 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:

I received the refund for $37, however this is not the full amount that should have been refunded.

I purchased the mattress for $699, and received 2 free pillows as a part of this deal. The sales associate put in the pillows into the system for and changed the price since she told me she was unable to put the pillows in for free, for technical reasons. However, the full purchase price of the mattress was the $699 I was charged (I did not buy the pillows separately).

I received a voice mail from Sleepy's customer service that said I paid less and that is why the refund was less, and I called back and left a voicemail explaining that the purchase price was actually $699, and never received a call back.

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of [redacted]’s rebuttal. In regards to the amount of $15.88 representing

the price of two pillows charged, a refund has been processed, in an effort to satisfy

[redacted]’s complaint.

If you have any

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

Review: On 4/**/2014 my sister and I went to Sleepy's in [redacted] to inquire a some mattersses. We asked the salesman if they had layaway and he stated that we have financing and that everyone who applies is approved. He ran the credit application and stated that we were approved each for $1925.00 we selected some mattersses and set up a delivery date later to find out that we were isssued a rental/lease agreement with sleepys. After I discovered that this was a leasing agreement we have been trying to return these mattresses. I have spoken with the corporate office managers on different occasions and was told that they donot have a return policy basically without me paying an additional fee to return them. On today I talked with a manger by the name of [redacted] and she said that she would exchange the mattress if we go in the store and select some mattresses that cost $3000.00 to take up the cost of the high finance charges so they won't loose a sale. The finance charges are over $1500.00 and Sleppys answer to their salesman not disclosing the information about the lease to own is to select a higher mattess to make up for paying an additional $1500.00 Sleepy's idea of dealing with a disgruntal customer is in their favor. If we don't accept their terms we are stuck with paying an additonal $1500.00 this information was not afforded to me or my sister if the sales person had infomred us that this was a lease to I would have never signed an agreement with him I guess this is how he make his sales/commission. The sales person pushed for us to get the most expensive mattress in order to spend the limit on the approved credit. We both asked for firm mattress and we got soft. This deceptive practice is unacceptable. I feel like I have been bullied into buying a mattress worth $300 dollars thats costing me $3000.00. Sleepy's reviews on the websites are horrible.Desired Settlement: I want an refund of my $140.00 in addition to Sleepy's picking these mattresses up and there policies need to be change if you go in a store and the salesperson states that they have financing and no where does it state a lease to own that should be change. Sleepy's need to be put out of business.

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] visited her local Sleepy’s showroom and purchased a

queen size Sealy Posturepedic queen mattress set and a Carolina Guild Airgel

twin size mattress set along with a mattress protector. [redacted] paid the

order in full via financing through a new alternative financing program

Sleepy’s offers to customers called Progressive. [redacted] received delivery

on April **, 2014.

On May *, 2014, the customer contacted our Customer Service Department requesting to

exchange the standard box spring received to a low profile box spring. [redacted] received an invoice outlining the terms and conditions in clear and

concise language. The terms specifically state “Sleepy’s does not offer refund

after delivery, with the exception of partial adjustments in accordance with

the Sleepy’s Price Guarantee Policy. Merchandise may only be exchanged in

accordance with Sleepy’s Satisfaction Assurance.”

Upon receipt of this complaint, a Customer Relations Representative attempted to

reach out to [redacted]. We left her a voice mail message. Since customer

satisfaction is our main goal, Sleepy’s will offer [redacted] the opportunity

to do an exchange to a merchandise of her satisfaction.

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

to make sure her complaint is resolved in its totality to her satisfaction. If

we can be of further assistance, 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:

[Your Answer Here]

Sleepy's is refusing to take back these mattresses because as I explained to them and progressive that I am not paying $1500.00 in interest. The only solution that was given to me was for me to go back to the store and select more merchandise that will total over $3000.00 dollars to cover the cost of the mattress and the finance charge. I told them that I did not want a mattress that cost over $3000.00 dollars.

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

Sincerely,

Business

Response:

Case#: [redacted]

We are in receipt of Rebuttal regarding complaint # [redacted]. The customer accepted our offer to have her merchandise exchanged on July **, 2014.

We believe no further action is warranted at this time; however if we can be of further assistance to you or if you should you should require additional

information, please do not hesitate to contact [redacted] at [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: 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: My wife and I recently purchased a Stearn & Foster Cora mattress set from Mattress Discounters. After sleeping on it for a couple of days, we realized that we were waking up with our bodies aching. My wifes' legs and arms also felt as though they were not receiving proper circulation. We returned to the store within the first week in order to exchange it and the salesman told us that we needed to allow our bodies to adjust to it, which is non-sense, as I travel for extended periods of time and have never had to adjust to a hotel bed. He also stated if we returned the bed prior to 14 days, that we would be charged a restocking fee. Needless to say, we waited 14 days and are still aching and unsatisfied with the purchase. The company's no refund policy was not mentioned during the purchase. Now when trying to exchange the mattress we were informed that we have to exchange the mattress with something of equal or greater value. We purchased the bed for a total of $1900. That my not be a huge dollar value to some, but it is for us. After spending that type of money, one would think that we would receive some sense of satisfaction, instead this is turning into bad dream. The exchange policy is good for 21 days. We are now on day 16 and the clock is ticking. The mattress that we should have purchased in the first place only costs $899, however I decided to splurge and we are paying for it. We do not want the $1900 bed that we currently are stuck with, nor do we want to spend additional money, but are being forced to do just that. I also placed a call to customer service (on the 14th day) and they told me that they would not be able to approve an exchange if the bed that we chose was not of an equal or greater value. It should be mentioned that the bed has the mattress cover on it that the salesman recommended and we never removed the tags from the mattress or box springs. Actually we didn't remove the factory wrapping... the Mattress Discounters moving company did that.Desired Settlement: Due to the fact that Mattress Discounters "hands are tied", unless we make an exchange for an equally priced or MORE EXPENSIVE bed... we desire a full refund. I do not appreciate the fact that we spent our hard earned money on a bed that is unsatisfactory and this is being treated as if it is a game. I cannot and will not recommend that anyone purchase a bed from this company.

Business

Response:

Mattress Discounters is in receipt of your inquiry regarding [redacted].

Upon receipt of the inquiry [redacted] was contacted where advised he was able to rectify his mattress concern via showroom level. [redacted] obtained an exchange of his Stearns and Foster Luxury firm Cora and accepted delivery of a Sealy Posture-pedic Luxury firm mattress.

Since the [redacted]'s complaint has been previously resolved we believe no further responses are required. If you require further information or if I can be of any additional assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

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 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: 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,