Sleepy's

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: 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 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: 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: 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 bought a mattress from sleepys two and a half years ago. I bought a mattress protector for it that they told me nothing could get through and if it did they would replace the mattress. They told me this was a lifetime warranty. I paid $4,500 for the mattress and trusted the salesman. Recently I took the protector off and there was a big brown moldy stain on the mattress. I put in a claim and it was denied because they said I tried to wash the stain with soap water. I told them when I called in the claim that I never touched that stain but after I removed the protector there was nothing protecting so if I got anything new on the mattress I would clean it. But the reason for me putting in the claim was the big brown moldy stain which, again, I never tried to clean.Desired Settlement: Replaced mattress

Business

Response:

Case #: [redacted]

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

Upon receipt of this complaint from your office [redacted]’s invoice was accessed for thorough review.

On September **, 2014, @ 3:34pm, our Customer Care Department received a call from [redacted] with claims of the mattress pad failing. The consumer was instructed to contact the mattress protector company directly as [redacted] processes their own warranty claims. [redacted] was provided [redacted]’s phone number as well as warm transferred over to the manufacturer.

We were surprised to receive this complaint from your office considering the consumer was provided the necessary instruction to have her warranty claim processed. Unfortunately; if the mattress protector failed it is the consumer’s responsibility to follow the required steps required by [redacted] to process the necessary claim. [redacted] can be reached at ###-###-####.

Since we have reviewed the consumer’s complaint and previously provided the consumer instruction we believe that no additional responses are required at this time. If you should require additional information, please do not hesitate to contact me at ###-###-#### or [redacted].

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].