Sleepy's

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:

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: 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: 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: 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: 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: 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].