Sleepy's

Review: I had purchased my masters and box spring 4 years ago. The matresss has completely dipped on all sides. When I went to sleeps to purchase a mtress for my daughter I told the sales women about the mattress. She told me that I can have an inspector look at it so we can get it replaced. Sleepys sent out an inspector. The report from the inspector clearly states that the mattress is defective. You can actually tell just by looking at it because the dips are so deep. Sleepys denied the claim stating that there was one small stain on it. The headquarters told to to complain to the manufacturer and the manufacturer told me to complain to sleeps. This went on for months. Neeedless to say my situation has not been resolved.Desired Settlement: Alll I want is the credit for what I paid for the matresss only so I can get a comfortable mattress. This mattress is actually causing back pain for me and my husband,

Business

Response:

Case# [redacted]On January *, 2008, [redacted] accepted delivery of a Simmons king size mattress and box spring. On November **, 2013, the customer contacted our Warranty Support Department to file a warranty claim advising her mattress was sagging. Since this would be considered a potential warranty issue, we coordinated an inspection of the merchandise. The third-party independent inspection company delivered measurements that revealed that the set did not meet the manufacturer’s standards. however we voided [redacted]’s warranty due to stains on the mattress. In clear and concise language, the manufacturer’s warranty specifically states under “What is EXCLUDED under the Warranty? The Limited Warranty does not apply to: Simmons product that is stained, soiled, or infested with vermin, even if defective.” We advised the customer on March **, 2013 that her warranty was voided due to stains. On August **, 2014 [redacted] contacted us again and we extended a Corporate Discount towards the purchase of another set. She requested the contact number for the manufacturer and we provided it to her.Upon receiving the complaint filed with your Agency, we reached out to the customer on January *, 2015. We reviewed her complaint along with the manufacturer’s warranty. We advised that we cannot over turn her inspection results. However we are prepared to offer her a substantial corporate discount on a new bedding set. We invited the customer to visit her local showroom for reselection and to follow up with us for pricing. The customer accepted our offer and will contact us when she is ready to replace her bed.If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]...

Review: I purchased a mattress in august.. after not even 60 days, the mattress is not even. the frame of the mattress is crooked. I called and they sent an inspector who agreed with what I was saying and he took pictures and submitted. I received a letter stating that the mattress is up to mfg standards and therefore they will not replace. The mattress is on a slant and you feel that you are going to roll off. I spent 700 on this mattress and feel that I should be afforded a warrranty replacement.... I am NOT satisfied with their resolution.Desired Settlement: at this point I would prefer a refund of the monies that I have spent ..

Business

Response:

Case # [redacted]On August**, 2014, [redacted] received delivery of a queen size Sealy mattress. On October**, 2014, [redacted] contacted our Warranty Support Department advising her mattress was sagging. Since this was what would be considered 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’s standards. The report also revealed [redacted] was using her own box spring which appeared to be defective. When pressure was applied to box spring, the inspector noted it was squeaking. In clear and concise language, the warranty specifically states under “What is NOT Covered by the Limited Warranty? The Limited Warranty EXCLUDES: damage due to use with inappropriate foundation…damage due to bed frames that DO NOT provide Continuous Support.”As this is a condition that would affect the warranty on [redacted]’s mattress, we extended a Corporate Discount towards the purchase of a matching foundation. Additionally, in an effort to resolve the complaint filed with your agency, [redacted] may take advantage of Sleepy’s Satisfaction Assurance Plus Policy which would allow [redacted] to complete an exchange for up to a year from the date of original delivery. She would receive a credit for the purchase price of her queen size Sealy mattress in the amount of $699.99, plus tax. [redacted] may select merchandise of equal or greater value and if her selection is of greater value than the credit amount, she would be responsible for the difference in price, plus tax. There is a program fee of $129.99 along with a reduced delivery fee of $49.99. [redacted] refused our offer on November*, 2014.Since we have attempted to resolve [redacted]’s complaint, we believe that no further action is required at this time without the cooperation of the consumer. We kindly ask that [redacted] reconsider our offer. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

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:

When purchasing this mattress, I was never told or informed that having my own box spring would void the warranty. my box spring is not the issue and is not defective. I did not have a sagging issue with the mattress I replaced. I was offered a plan for the mattress when speaking with the sleepys representative for 129.99 and 49.99. I am not spending any more money to get my 700 mattress replaced. She stated the sag is 1 1/4 inch and to replace it it needs to be at 1 1/2 inch. I have only had this mattress for three months... it should not sag at all. my last mattress I have had for more then 10 years ... I still feel that my mattress should be replaced without me spending any more money.

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 [redacted]’s rebuttal. Please notethat this is our final offer. Sleepy’s position remains unchanged should shewish to take us up on the offer. [redacted] can have her bed re inspected inJanuary 2015 as she is only entitled to one inspection per year. If we can be of any further assistance, or if you should require additionalinformation, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: I purchased a Queensize mattress set & 2 twinsize sets on 10/*/2012(17 mos ago) The 2 twin sets had to be replaced because of sagging of both sets. I had to add $213.99 to order a upgrade replacement of both sets. I placed a call for inspection of the Queensize set on 2/**/2014 for the same failure of the product (installed by Sleepy's in my guestroom) Again the sagging was in the middle. Ref#[redacted] Inspect date on 3/**/2014. On 3/**/2014, I rec'd a call on Sun.@ 1:41pm from ph####-###-#### & was informed that the frame did not supply adequate support & therefore, made the warranty invalid. No critique of the frame was made at the time of inspection. This is a guest room bed & was used by one individual that weighs less than 150 lbs. and occupied approximate 60 nights in 17 mos. This usage hardly constitutes a warranty of 15yrs. To date, I have not received any determination in writing. I hope you can help me resolve this dilemma. Many thanks.Desired Settlement: I wish to have a refund because I don't want to experience the same situation if a replacement should also fail in performance. The warranty printed on the back of the order document is very vague & certainly does not describe failue of a fram as cause of product failure. Again,to date, I have not received any written confirmation that Sleepy's has denied my request for a replacement of the Queen set.Many thanks for your oversight services.[redacted] ###-###-####

Business

Response:

Case #: [redacted]

On February **, 2014, [redacted] contacted Sleepy’s Customer Service

Department claiming that the Laura Ashley queen size mattress purchased in October

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 the

box spring did not meet the manufacturer’s standards; 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] request to replace the merchandise.

On March **, 2014, Sleepy’s Warranty Support Department contacted [redacted] to advise on

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

center support bar required for a queen size set. 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] and advised upon review of his account, records show

the kind of frame being used was mentioned during the qualification process,

and therefore [redacted] should not have been set up for the claim. As a courtesy to [redacted], Sleepy’s offered

to send him a frame providing the correct support at no charge to him via UPS. [redacted] was informed once he has assembled the frame he may contact our Customer

Relations Department to have another warranty inspection. [redacted] agreed to

this offer and is currently awaiting the delivery of his new frame.

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

is resolved. 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:

Dear Sir:

Although I have every intention of complying with [redacted]'s offer, I cannot understand how an approximately $50.00 bed frame is going to resolve a very prominent sag in a 17 month old mattress set. This bed is in a guest room rarely occuppied, possibly 5-7 nights in 30 days for 17 months. The warranty quotes 15yrs. (Not going to happen). I think if I had opted for a replacement, this matter could have been resolved by now. I feel that Sleepy's offer is nothing more than a delay, hoping I will go away quietly. I wish to recover my payment so I can proceed to purchase from a more reliable company. I wonder how many customers take the loss and move on. The statements attached to the units explicitly state the mattress can be used with or without a new foundation. This being true, a different frame is not going to make a difference. The current frame supported the same size Queen set which was of a much heavier construction. I don't feel this company should be allowed to "weasel out"by cllaiming its faulty manufactured product failed because of a $50.00 bed-frame. The service of Revdex.com is much appreciated and I feel is the ony viable recourse in handling misrepresented products. Thank you for the accelerated attention given to my complaint and I know you will monitor its progress with great vigilence. I am assuming this response is withing my 6 Day response deadline. [redacted].

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:

Dear [redacted], I have attached a copy of [redacted]'s Credit Memo Offer. As was explained in my previous unacceptable response requesting a Refund instead of a credit, Sleepy's is again offering a refund of the exact amount of the original purchase. ($999.99) Also, my request for a Refund was because they issued a credit on the purchased twin-sets and it cost me an additional @200 dollars to buy a

better upgrade. I am not in a position to give Sleepy's any additional monies in view of the poor customer service ongoing since the [redacted] of February.

I have attached a picture of the Credit Memo Letter which very clearly states in 1/4 inch print, (highlighted in yellow), "MUST BE FREE OF STAINS, RIPS, TEARS OR ANY SIGNS OF DAMAGE". The Mattress seam is open approximately 12 inches from the top(underside) where the binding was not properly stitched. I feel this is another attempt to negate the warranty and will force this matter in to legal action. I prefer a refund so I can deal with another establishment. I have never had to deal with a situation like this ever before where a company did not own up to a poorly made product. All I want is a refund. I feel Sleepy's has not lived up to their advertising promises. My purchases were more than $3000.00. I hope you will understand my position on this matter and help resolve it. I feel I have been patient and forthcoming through out this whole incident.

Thank you for your patience and understanding.

[redacted].

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 regarding Case # [redacted].

Upon receipt of [redacted]’s third rebuttal, a Customer Relations representative

spoke with [redacted]. It was reiterated that a refund is not an option, only

store credit. [redacted] was advised he may return to any Sleepy’s showroom to

start the reselection process. [redacted] informed he would not be reselecting

at this moment but will go into the showroom in the near future.

If I can be of any further assistance, or if you should require additional

information, please do not hesitate to contact [redacted] at [redacted] or email at [redacted].

My husband and I went to a Mattress Discounters store on February ** (Mattress Discounters is owned by Sleepy's). We had spent 4 years saving for and researching a Tempurpedic bed and were ready to purchase. We ended up with a King size with a few upgrades and our final bill was over $5,000. When you pay that much money for ANYthing, you should be a customer a company treats with respect. Frankly, it doesn't matter how much you spend, customers should be valued because where would you be without them??? At the in-store appointment, we specifically described our stairs/house and asked the salesperson if there would be a problem getting a king size bed up to the second floor. He assured us that it would not be a problem and that a Tempurpedic mattress bends "significantly" compared to regular mattresses. We set the delivery date for March * and I worked from home and arranged for my mother to pick the kids up from school. It should be noted as well, I am 6 months [redacted]. The delivery window was 11-3. The temperature outside was 45 degrees. Three men arrived around 2 pm to deliver the bed. I put the dog away as instructed, and the bedroom was clear and ready for delivery. We gave our previous bed to my brother and had no place to sleep until our new bed arrived. The first delivery man walked into the house and looked at our stairs and said, IMMEDIATELY, "The mattress won't fit. It's frozen and won't bend. We'll have to leave it here and come back another day to install it." To say the least, I was speechless. I told him what we had been told at the store. He maintained he couldn't do anything about it. I asked to speak to his [redacted] on the phone. During that time, the two other men came into the house. I was uncomfortable, VERY upset, and outnumbered. The woman I was given to speak to as their "[redacted]" told me the same thing about the "frozen" mattress and I said they haven't even tried to bring it in. She said they could do that, but probably it wouldn't work and we'd have to wait until FRIDAY (two days later) because they didn't have any other deliveries available. I told the men to please try to bring the mattress up the stairs and asked this woman to speak to HER [redacted]. After a 10-15 minute hold, during which time the men tried (but not very hard) to bring the mattress up and could not, I was put on the phone with "[redacted]" who later identified himself as the "[redacted]" of the entire company. In fact, later when I told him I would be complaining and sending a complaint, he told me he would be the one reading it so there would be no recourse. The FIRST thing this man said to me on the phone was "Is the mattress frozen?" I am a consumer. I am not a Tempurpedic salesperson, employee, delivery person, or even someone who has slept on it before. I said I didn't know, but that is what they said. He told me I needed to feel it and see if it bent. So, in front of the THREE strange men in my house who had told me that it was frozen, this "[redacted]" asked me to prove that they were lying. I felt it and it was cold (we bought a mattress with cooling gel/Breeze technology) and it DID bend when I pushed it. I told [redacted] this. He then asked me if I would like to give the delivery man permission to try to "force" the mattress up because if it IS frozen it could "break" the mattress and the delivery man/Sleepy's was NOT LIABLE for that. I told him there was no way I could say "Yes" to that request and that was absolutely ridiculous to ask of me, the customer. At this point, the [redacted], gave me NO other options, NONE, except a Friday installation during which time a large King mattress would stay in my hallway on the main floor of our small townhouse (reminder, I am [redacted] and have two young children) in order to "thaw" the mattress. There would also be no where for me to sleep. I informed him that this was absolutely not a satisfactory solution to this problem and that I was [redacted] and could not sleep on the floor. I asked him SEVERAL questions to which he had no answer. "Are all your other deliveries in Florida? Because otherwise you would have encountered this MANY MANY times before and have solutions." "Why did the salesperson not tell us that this could POSSIBLY happen when we ordered the mattress in February for an early March delivery? (his answer here was that he would "look into it") "Why did you wait until the END of my delivery window if you knew the mattress was frozen (he had said earlier that it was sitting outside all night after being in the truck so he wasn't surprised it could be frozen) so that they could let it thaw and come back later in the day." (his answer was that this would have been good, but it's too late now. FINALLY, I asked him where I was supposed to sleep and he had no answer. I asked many many many times how he was going to make this right. He continued to say "by delivering on Friday." At one point he asked if I had "anyone who could help me carry the mattress up to the second floor later tonight if they left it." I reminded him AGAIN that I was [redacted]. And had ONE husband. They send THREE young, healthy delivery men to carry that mattress up. How is that even a question he could ask me?? He was UNempathetic, and not creative in any way in thinking of solutions. Meanwhile, I'm on the phone yelling at this man while three strange men stare at me in my home. This was an AWFUL experience. I took [redacted]'s name and employee number and told him he would hear from us again in terms of social media and the Revdex.com complaints because he made it clear to me that he reports directly to the "Executive board" and any complaint would go to his desk and would fall on deaf ears. He said there was no offer of any reimbursement/refund for this experience, and again, was completely unconcerned with how incredibly dissatisfied I was with this awful service. I had my husband on my phone listening to MY end of the conversation the whole time. The moment I handed back the phone to the delivery man, I told my husband to get on social media and call Sleepy's out for their HORRIBLE customer service. My only recourse is to warn as many other customers to get Tempurpedic mattresses from OTHER RETAILERS. [redacted] spoke to the delivery man for a few minutes and then....miraculously....the delivery man asked me if I had a hairdryer. I said "yes" and gave it to him. From then, it took about 10 minutes to "thaw" the mattress with the hairdryer (NEVER DISCUSSED BY ANY OF THESE PEOPLE PRIOR TO THAT POINT) and then they carried it up the stairs, installed the bed and left in a total span of approximately 15 minutes after the conclusion of my horrible conversation with this "[redacted]." So in the end, my only thought is that this delivery team wanted to get to the rest of their deliveries and attempted to take advantage of my being alone, being a woman, being [redacted] and were going to just tell me that was how it had to be and get on with their day. Once it was clear I would not be taken advantage of, their plan changed. How did I sleep my first night on the new bed? NOT WELL. Not the fault of the bed -- but obviously this experience rattled me and I was extremely upset the rest of the day and night. My only hope is that at least one person reads this and goes SOMEWHERE ELSE for their mattress!!! BEWARE.

Review: On 1/**/2013 I bought a mattress from a “Sleepys” retail store. Upon arrival, it was determined that the wrong mattress arrived. On 2/*/2013 the mattress was exchanged for the 1st time. Five months later, my wife and I began experiencing back pain and the 2nd mattress was deemed defective. We received an exchange on 7/**/2013. Upon arrival of the 3rd mattress, the delivery person removed the plastic and the mattress was damaged. This was exchanged a few days later for mattress number 4. Now, when my wife and I began experiencing back pain again, we realized there was a problem with the mattress again. This was confirmed by the inspector sent from Sleepys. They are now offering another exchange for a 5th mattress. We do not want to deal with Sleepys any longer. We want a refund in full of all the money we paid for the mattress and the delivery fees. The products Sleepys sell are inferior and the amount time invested in visiting mattress showrooms and dealing with Sleepys representatives is unacceptable. We are very unsatisfied with the service they offer and the defective products they sell. We are having difficulty sleeping and experiencing pain because of the products that Sleepys sells.Desired Settlement: I think it is irresponsible for a company to sell defective mattresses. They must refund me my money NOT give me a 5th poorly made mattress.

Business

Response:

Case #: [redacted]

On August *, 2014, the [redacted]’s contacted out Customer Care Department with claims of the queen size Beauty Rest Legend exchanged on July 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 the [redacted]’s home. The third-party independent inspection company determined that the mattress was in fact defective under the manufacturer’s warranty guidelines. Pursuant to the warranty, Sleepy’s agreed to replace the [redacted]’s mattress only. The store credit issued is reflective of the consumer’s invested amount of $1700.00, plus tax.

On October **, 2014, upon receipt of this complaint from your office the [redacted]’s invoice and complaint was reviewed. Unfortunately, in regards to the [redacted]’s request of a refund for the mattress purchase price cannot be extended as the manufacturer warranty guidelines states: “If a defect occurs during the warranty period (which is described in the Warranty Schedule), Simmons will repair or replace (at our option) the defective mattress and/or box spring within a reasonable period of time.” The consumer is responsible for the transportation cost in the amount of $99.99, please see attached warranty card. At the time of initial delivery, the [redacted]’s received a copy of the manufacturer’s warranty booklet information; if the warranty card was not received it is the consumer’s responsibility to contact our Customer Care department to advise and a warranty card will be immediately mailed.

Taking into consideration that a refund is unable to be offered we are offering to allow the [redacted]’s to select an upgraded mattress (excluding Tempur-pedic, Serta I-Series, Serta Cool Elegance and Sealy Cool Sense) this accommodation will enable the [redacted]’s to select an upgraded product they may find more suitable at a discounted price. This accommodation does not denote that there will be no out of pocket cost; the accommodation considerably reduces the new merchandise that will be selected by the [redacted]’s.

Since we have reviewed the [redacted]’s complaint, we believe that no further responses are required at this time. If I can be of any further assistance or, if you should require additional information please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: Two years ago I purchased a mattress things were going along great then a few months ago I noticed some sounds like springs going down when I sit on them getting stuck and then popping back up or not at all. Over time a dent where I sit in my bed started to develop and the one side of the bed is leaning now there is a hole in the side of the mattress and a spring is broken and poking through the mattress. After only two years the mattress is starting to fail , last mattress I had from rent a center lasted 7 years before anything happened.Desired Settlement: I would them to exchange the bed.That is all I want.

Business

Response:

Review: fast talking salesman return policy not explained clearlyDesired Settlement: new mattress

Business

Response:

Case #: [redacted]

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

We were surprised to receive this complaint from your office, considering we have received only one call from [redacted] to our Customer Care Department where all calls are recorded.

On August **, 2014, at 2:34pm, a call was received from [redacted] inquiring about our offered Comfort Exchange Policy. The representative advised [redacted] of the below alternative, which he declined:

If you determine at any time, up to 21 days after delivery, that you are not completely satisfied with your

mattress, Sleepy's will allow you to exchange it for a new mattress under the following terms and

conditions:

1. If you wish to make an exchange, bring your receipt to any Sleepy's showroom no later than the 21st day after

the original delivery date. NOTE: All exchanges must be completed no later than 30 days from the original delivery

date. This means that if you call customer service on the 21st day after delivery, you must be available to reselect a

mattress and schedule the exchange and delivery within the following 9 days.

2. Limit one exchange per customer purchase.

3. All exchanges must be for mattresses or mattress sets of equal or greater value.

4. The customer simply pays the difference between the Sleepy's everyday price of the newly selected

merchandise and the Sleepy's everyday price of the originally selected merchandise, plus applicable disposal and

delivery fees and taxes. NOTE: The customer shall not pay more for the new merchandise than any current non-expired

Sleepy's advertised price for that item except exchanges involving any item restricted by a manufacturer's

minimum price policy.

5. Disposal Fee: $150.00

6. Note: Law tags must be attached and the merchandise must be in sanitary condition, clean, free of tears,

On September *, 2014, our corporate office received this complaint from your agency. Upon receipt of the complaint our Customer Relations Department reached out to [redacted] in an attempt to assist. It was at that time [redacted] relayed that the Mattress Professional did in fact advise him of our offered Comfort Exchange Policy. However; [redacted] expressed his dissatisfaction of the manner in which the Mattress Professional advised him of the Comfort Exchange policy. A profuse apology was offered to [redacted] as well as a reminder he was still within the Comfort Exchange time period. [redacted] again declined the Comfort Exchange option advising he was not in the financial position to take advantage of the offer at this time.

Since we have reviewed [redacted]’s complaint, we believe no further responses are necessary at this time. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here] Salesman was quick showing the return policy of the mattress even pointing out the $150.00 return policy. No other mention of forced delivery charges and appropriate cost. The day I called and talked to my salesman [redacted], I was informed that a new mattress a minimum of $400.00, Original cost of $700.00 was all I could afford to begin with, and was assured mattress policy was good. On I 9/* talked to Sleepy representative and all she was just another quick talking salesman. I told her I could not afford more money for mattress.

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 your inquiry regarding [redacted].

As stated in the previous response, a profuse apology was offered to [redacted] for his dissatisfaction. As well as a reminder he was still within the Comfort Exchange time period at the time of the follow up call. [redacted] again, declined the Comfort Exchange option advising; he was not in the financial position to take advantage of the offer at this time. [redacted] was contacted by a member of our Customer Relations Department that is not affiliated with sells/commission.

Since we have reviewed [redacted]’s rebuttal, we believe no further responses are necessary at this time. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted]

Review: On March **, 2011 I purchased a Sterns and Fosters Chesnut queen mattress and box spring model nos. [redacted] / [redacted]. May *, 2014 the Chestnut mattress was deemed "not up to manufacturer standards" and replaced with Sterns and Fosters Cora luxary firm queen mattress only. A little over three months later, standing at the foot of the mattress, the left side has lost the "firm" support, while the right side has not. Causing an uneven sleeping surface.Desired Settlement: I would like an exchange of both the mattress and box spring as I am not sure why this problem continues to occur. In addition I would like the delivery cost covered.

Business

Response:

Case #: [redacted]

On March **, 2011, [redacted] purchased a Stearns and Foster Chestnut queen size mattress and box spring from Mattress Discounters.

On April *, 2014, [redacted] contacted Mattress Discounters Customer Service Department claiming that her queen size Stearns and Foster mattress was visibly 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 did not meet the manufacturer’s standards and the box spring did meet the manufacturer’s standards, therefore, only queen size Stearns and Foster mattress was eligible for a warranty exchange. Store credit was issued [redacted] on May *, 2014. An exchange was completed for a queen size Stearns and Foster mattress the following day.

On August **, 2014, [redacted] contact Mattress Discounters’ Customer Service Department claiming that her replacement mattress was visibly sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise.

Upon receipt of the complaint filed with your agency, a Customer Relations Representative contacted [redacted] on August **, 2014. [redacted] explained that the inspection appointment is set for tomorrow August **, 2014 with an independent third party inspector. Once the inspection is complete, we will follow up with [redacted] appropriately and guide her through the warranty process.

We will continue to work with [redacted] until her claim has been resolved. If there should be any further questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Review: I PLACED AN ORDER OVER THE PHONE ON 1/*/2016 A GUY SAID THAT HIS NAME WAS TOM TOOK MY ORDER I ORDERED A KING SIZED PLATFORM BED AND A KING MATTRESS I WAS SUPPOSED TO GET A DELIVERY ON 1/6/2016 I EVEN ASKED HIM MORE THAN ONCE WAS HE SURE THAT I COULD GET IT ON WEDNESDAY JAN. *' 2016 HE SAID NUMEROUS TIME YES. THEY DIDN'T EVEN HAVE INFORMATION ABOUT MY DELIVERY SO AFTER FIVE PHONE CALLS AND ATTEMPTS TO CONTACT THIS CUSTOMER SERVICE REP AND HIS SUPERVISOR I GOT VERY UPSET SO FINALLY A NICE YOUNG MAN NAMED PAUL WHO TRIED HIS VERY BEST TO HELP ME NOW ME AND MY CHILD HAVE TO SLEEP ON THE FLOOR AND IT'S COLD FOR 2 DAYS BECAUSE NOW THEY CAN'T DELIVER UNTIL FRIDAY 1/*/2016. PAUL ASKED THE EXECUTIVES TO TAKE SOMETHING OFF OF MY BILL OF $816 BUT THEY SAID NO AND OFFERED ME A DISCOUNT ON A PILLOW THE Revdex.com LET'S ME FEEL LIKE IT'S OK TO HIRE OR SHOP WITH SOMEONE BUT I BELIEVE THAT YOU NEED TO STOP SUPPORTING SLEEPY'S BECAUSE THEY HAVE NO HEART IT'S COLD AND THEY WOULD LET A BABY SLEEP ON THE FLOOR AND NO COMPENSATION SHAME ON THEM PLEASE HELP ME THANK YOU AND GOD BLESS YOUDesired Settlement: I WANT SLEEPY'S TO TAKE A DESCENT AMOUNT OF MONEY OFF OF MY BILL THEY DIDN'T HESITATE TO CHARGE THE CREDIT CARD AND DIDN'T HONOR THEIR WORD AND NOW WE ARE STUCK SLEEPING ON THE COLD FLOOR I HAVE TILE ON MY FLOORS WHICH CAN BE VERY COLD EVEN THOUGH THE HOUSE IS WARM

Business

Response:

Case # [redacted]On January *, 2016, [redacted] called into Sleepy’s telephone sales department and placed an order for a king size Sealy mattress, Modus Platform bed and a king size mattress encasement. On January *, 2016, [redacted] called our Customer Care Department and requested the status of the driver as she was expecting delivery between 9am-1pm that day. The Representative informed [redacted] her order was not scheduled for delivery. Unfortunately, there were no other resources to have the delivery completed later that day. [redacted] was rescheduled for January *, 2016. [redacted] also requested to have the purchase price reduce for the inconvenience. The Representative reviewed the request with management who offered to provide [redacted] with an accessory at a discounted price. Dissatisfied with the outcome, [redacted] filed a complaint with your agency. Upon receipt of complaint, a Customer Relations Representative reviewed the phone call and leaned that [redacted] did indeed request for her delivery on January *, 2016 between 9a – 1p. In an effort to resolve the error, the sales manager contacted [redacted] and offered their apologies and reduced the order by $40.00, plus tax. Additionally, a complimentary latex pillow was parceled to [redacted] accepted the offer and delivery took place on January 8, 2016.We take these complaints very seriously and at this time, believe no further action is required. If you need any further assistance, please contact Kuina C[redacted] at ###-###-#### or [redacted].

Review: Here is a review I wrote recently to Sleepy's:

After doing a ton of research, my wife and I bought this [redacted] Estate [redacted] mattress (4 months ago). To make a long story short - The mattress felt great in the store so we agreed to purchase it. After a few days we noticed the mattress was sinking. It was tough to sleep comfortably on it. Since the first mattress was a complete bust (we only had it for 2 weeks) - we were told that it was probably just a bad mattress and Sleepy's replaced it with another one. They were right. This line of mattresses is BAD! My wife and I were both sleeping in craters, AGAIN!!! It did not hold up at all and we are not big people. And get ready for the back pain!!! We tried to contact Sealy ([redacted]) customer support 2 times, and here is their email response: "We will take note of the information you provided and keep it in mind as we move forward as a company."

Moving forward - A warranty inspection was done on our 2nd mattress a few weeks ago. The mattress has been deemed, “Not Up To Manufacturer Standards.”

Now the exchange - In my opinion, Sleepy’s has not worked with us fairly with the exchange process. We found another mattress (iseries [redacted]) that is cheaper than the [redacted] mattress, yet we have to pay more money for it. Doesn’t make sense, right? And that doesn’t include the new delivery fees that we have to pay.

To sum it up.

Based on this experience - In my opinion PLEASE

Stay away from this mattress - it sags instantly (over 1 1/2 inches in less than a month)

Stay away from all Stearn's and Foster Mattresses (Their customer service provides little to no assistance) &

Stay away from SLEEPY'S (many mattresses are priced higher when compared to other retailers)*

Do your homework!

*as of July *, 2013 - The iSeries [redacted] King size Mattress is listed on Sleepy’s site for $1,999.99. Look carefully at other retailers. You will notice a $600 difference.

________________________________________________

That was my review:

I am completely frustrated. I did so much homework before getting the mattress. I was aware of the games some of the mattress retailers play so I tried to be prepared. My wife and I narrowed our search to 2 king sized mattresses. The [redacted], which we bought, and the Serta iseries [redacted]. Before purchasing these were the different prices we were given from both Sleepy's and [redacted].

The names of the mattress are different, but again, if you do the research you really can compare apples to apples----------

[redacted]'s prices: (March 2013)

iseries Admiration (same as [redacted])

1,399 - mattress only

1,699 - whole set (includes boxspring)----------

[redacted] (same as [redacted])

1,679 - mattress only

2,199 - whole set - (when I asked them for their best price they gave me 1,979.99 (price fix with [redacted]) - [redacted]---------------

Sleepy's Prices: (March 2013)

iseries [redacted] (compared to [redacted])

1,599 - mattress only ($200 more)

1,899 - whole set ($200 more)---------

[redacted] (compared to [redacted]

1,679 - mattress only - (same)

2,199 - whole set - (when I asked them for their best price they gave me 1,979.99 (price fix with [redacted]) - Sleepy's -----------

As you can see there was a $200 difference on the iseries and no difference on the [redacted]. When I notified the salesmen at Sleepy's back in March about [redacted]'s price, he said he would match the price on the iSeries also. I also mentioned that [redacted] was offering free delivery. He was able to match that too, but in the final sale it states that I paid for the delivery (he took the $99.99 delivery charge out of other item lines - LIKE THE MATTRESS). We decided on the [redacted] mainly because of their reputation. We were wrong. The Sleepy's salesman was never a problem. The problem has been the quality of the mattress and Sleepy's exchange. We would like to try the iseries [redacted] but somehow this mattress that costs less - is now costing us more.

Here are updated prices on the iSeries mattress;

as of July *, 2013

[redacted] - 1,399 - ( no change of price since March)

Sleepy's - 1,999 (a $400 change since March and now $600 more than [redacted])

I printed out both prices listed online.Desired Settlement: I would love a good night sleep. Let me start there. I have to sleep on the couch - that is how bad the mattress is.

If I could, I would love to rewind the clock and purchase the iseries bed, probably from [redacted] and spend about $280 less than the mattress I bought.

Sleepy's credited me ONLY $1426.57 for the [redacted] Mattress. They would not take back the box spring. After several trips to the [redacted] showroom and phone calls to Sleepy's the best they said they can do is charge me 1,399 for the iseries [redacted] King mattress PLUS 99.99 for delivery. They would not waive the delivery fee.

After taxes and everything I had to pay $79.74! It is being delivered tomorrow. So I will have a Serta iSeries mattress on a [redacted] box spring.

The ultimate outcome is for us to get the [redacted] mattress and box spring for the $1699 price I was given in March and which is still offered at [redacted]. If I was walking in the store today as a first time customer, Sleepy's acknowledged they would match the price. But I am not a new customer. I am a customer who was given not one, but two bad mattresses and I have to pay the price for it. We have done nothing wrong - except purchase a bed at Sleepy's. One more thing to add - my wife and I are convinced that we were not the first people to lay on the first mattress we received. We have no proof, but there was a sag right from the beginning. How can that be possible? Also, during the sale, I was told something interesting by the salesman. I don't remember exactly, but he mentioned something about mattresses in their warehouse being rated. I CANNOT confirm this. All that was said is something like -there are [redacted] firm A's and [redacted] firm B's. He even told me that he was unaware of this! Don't know if I heard this wrong or if it is true.

Desired Outcome:

This truly has been the worst shopping experience of my life. Nothing comes close.

I would love a new mattress and boxspring, a $79.74 reimbursement/credit for the delivery charge for the new mattress, and a credit/check for approx $280 (difference in the cost of the mattresses). I have had it with them.

Business

Response:

Case #: [redacted]

Review: Ordered a bed that came with FREE MATTRESS PROTECTOR AND TWO PILLOWS. We did not want nor order these items. Came with the mattress purchase free. First mattress was delivered defective and is covered under a 120 day exchange. Second mattress recommended by the sales associate was unacceptable to us as their were issues in quality to these mattresses. These was also told to us by the corporate office. Sleepy's district manager for this store location (Kevin) agreed to give us a full refund with NO FEES. District manager wrote email to corporate office authorizing full refund with no fees. Sales associate and I called the corporate office to confirm they received the districts managers email with full refund authorization. Corporate office is now only refunding for the mattress AND NOT FOR THE FREE PILLOWS AND MATTRESS COVER. THEY ARE WANTING TO CHARGE US OVER $200.00 FOR THESE ITEMS. We have been receiving the runaround from the corporate office, the local sales associate and district manager as no one will contact us to resolve. When we call costumer service, we are told to contact the sales manager and district manager. We have no contact info to the district manager but only through the local sales manager who claims he will write him an email. We are not getting any resolution from the corporate office, the district manager nor the local sales manager. We would like to file a claim for our full refund as well as notify the public for their dishonest sales game.Desired Settlement: Would like someone from the corporate office to contact me directly to finalize a full refund as promised by the district manager (Kevin) for this store location.

Business

Response:

Case # [redacted]On November **, 2015, [redacted] ordered from Sleepy’s a king size Serta mattress and box spring set, mattress protector and pillow. The mattress and box spring was delivered on November **, 2015. The pillow was picked up by the customer from the showroom and the mattress protector was shipped to the customer via [redacted].On February **, 2016, [redacted] contacted our Customer Service Department requesting to return his Serta set under the 120 Day Vendor In-Home Trial. His return request was sent to the showroom manager to be processed. The merchandise was picked up by our Delivery Personnel on February **, 2016. On February **, 2016, [redacted] contacted our Customer Service Department to dispute the amount of his refund. He stated that he was informed by the showroom manager that he would not be charged for his mattress protector and pillow. [redacted] was reminded that the Vendor Trial only applied to his mattress and box spring so he would be responsible to pay for any accessory that was included with his order. At the time of purchase, [redacted] received a copy of Sleepy’s Terms and Conditions which state: “The customer is responsible for paying the regular everyday price for all pillows, frames and accessories originally offered for free if returning a mattress under any of the In-Home trial programs.” [redacted] request for a refund on the accessories was denied.Dissatisfied, [redacted] filed a complaint with your agency. A Customer Relations Representative reached out to him to further review the Vendor Trial. [redacted] advised that his complaint was being handled by a representative in our Customer Service Department. In pursuit of Customer Satisfaction, [redacted] was being offered a complete refund for the mattress protector and pillow. The refund request was sent to our Accounting Department to be processed. [redacted] advised he will wait 5-7 days to allow the refund to appear on his credit card and will contact us back if he has any further questions.We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle Rousseau at [redacted] or [redacted].

Review: I Purchased Mattress, Boxspring, Frame, Mattress Pad Protector and paid a Delivery Fee from Sleepy's on 11/**/2013. Store Location [redacted]. First time slept on mattress was December **, 2013. Mattress squeaked everytime I turned and the springs were coming up from boxspring and mattress. I called Sleepy's and they told me I missed the time for return, but I explained I hadn't even slept on the bed until 12/**/2013. They set up an inspection on January **, 2014. Received a voice message from BedCheck on Thursday, 1/**/2013, saying everything checked out to their specifications and they would not replace mattress or boxspring. I called Customer Service today, 1/**/2013. At which time they informed me that "Oh, Yes, The Boxspring Is Defective!" I told [redacted], that the Mattress is also DEFECTIVE. The spring is coming up and the bed squeaks terribly. He informed me that I would have to now pay another DELIVERY FEE of $99.99 to have the defective boxspring replaced. Not only did they give me the wrong information on the phone, but now they are charging another delivery fee. The mattress and boxspring must be replaced and Sleepy's should stand for service and customer satisfaction. . Can you please help me to get this situation remedied.

Thank you.

[redacted]Desired Settlement: I want the defective Mattress and Boxspring replaced. I will not pay another delivery fee for defective merchandise.

Business

Response:

Case #[redacted]

On January *, 2014, [redacted] contacted our Customer Service Department claiming that the King Koil

mattress she purchased from Sleepy’s in November 2013 had coils popping out and

the box spring was noisy. Since this was what would be a potential warranty

issue, we coordinated for an inspection of the merchandise. The inspection revealed that the set did meet

the manufacturer’s guidelines. [redacted] contacted Sleepy’s Customer Service and disputed inspection results.

Sleepy’s supervisor further reviewed [redacted]’s inspection report and did

notice that the box spring was making noise and indeed was defective. Sleepy’s

offered [redacted] an exchange of the box spring. [redacted] was advised since the transportation costs are

not covered under the manufacturer’s warranty, the consumer is responsible to pay

the transportation fee in the amount of

$99.99.

Upon

receipt of this complaint filed with your agency, Sleepy's Customer Relations

representative contacted [redacted] and offered to reduce the

delivery fee to $49.99. [redacted] refused our offer. As a one time accommodation to [redacted],

Sleepy’s agreed to waive the transportation fee to replace her box spring. [redacted] insisted that we also exchange her King Koil mattress because she felt it was defective. However,

the inspection report indicated no defect with the mattress. Sleepy’s offered [redacted] to replace the box spring under

the manufacturer’s warranty at no charge and to purchase a different mattress

at a deep discount or to have a second opinion inspection on her mattress after

30-60 days.

These options are available to

[redacted] and will expire within one year of the delivery date. If I could be of any further

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

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

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 mattress from Sleepy's is indeed defective. Sleepy's originally left a voice mail informing me that the Boxspring was in perfect condition until I called and called and called and someone finally acknowledged that the boxspring was defective. It took hours to get this resolved. If I had not called and pursued this, Sleepy's would have NEVER seen fit to replace the boxspring. Now, they are saying the same thing about the mattress. I would not be pursuing this matter and spending numerous hours by email and phone if the mattress was not defective. I sleep on the mattress once a week and last Saturday when I slept on it the spring was indeed piercing my body. The mattress is only two months old and has been slept on only 10 times. Sleepy's should do the right thing and replace the entire set. Why would they continue to cause so much grief, aggravation and discomfort to a person who has been a loyal Sleepy's customer? Why should I wait another 30-60 days for another inspection when the mattress is not right. I purchased the frame, the mattress pad and paid the delivery fee with my original purchase. I thought this would be a good experience and it has turned into a nightmare.

If I only accept the replacement for the Boxspring that does NOT solve my problem since the mattress is causing a problem as well.

Please pass this additional information on to Sleepy's so they can replace both the defective mattress and boxspring.

Thank you.

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

Sincerely,

Business

Response:

Case #[redacted]

Upon

receipt of this rebuttal filed with your agency, Sleepy's Customer Relations

representative contacted [redacted] and offered an

accommodation replacement of her mattress in addition to a replacement of her

defective box spring under the manufacturer’s warranty guidelines. Sleepy’s has

agreed as a one time accommodation to waive the transportation fee for [redacted].

If

I could be of any further assistance, or if you should require additional

information, please do not hesitate to contact [redacted] at [redacted] or ###-###-####.

Review: I purchased a Stearns & Foster mattress in September of 2014. The mattress started to sink after 2 months. I spent more money and replaced it with a Beautyrest pillow top. After 3 months, the pillow top separated from the mattress in two areas that caused those areas to raise. Again, I spent more money and purchased a Tempurpedic that was extremely uncomfortable to point that I couldn't sleep on it. After discussing this major issue with representatives of Sleep's, It was suggested to try another Beautyrest pillow top. The day it was delivered, I noticed a small area of the pillow top was separated from the mattress. The person who delivered the mattress said, "it has to settle." Nonetheless, 2 weeks later, two large areas of the pillow top have separated from the mattress. Now, I have to try fighting with them to have it replaced. Please investigate this matter because no one has to buy 4 mattresses in less than a year. I'm sure others have experienced the same problem becuase on two occasions while in the store, two individuals walked in also to complain while selecting a replaced mattress. I must add, previously, when there were issues with your mattress, they would send out an inspector to inspect the mattress and forward his or her findings to Sleepy's. Now, they mail you a kit and instructions that can be challenging for many considering those who are elderly or just not capable of lifting a heavy mattress. The kit instructes you to take pictures of the mattress (problemed area) with a string and little sign that has to be positioned correctly. Then lift the mattress and take pictures of the box spring then of the base of the bed exposing the rails. Those pictures have to be uploaded within a certain amount of time. Otherwise, your claim will be dismissed. This is indeed not customer service friendly considering you paying over $2000 for what you're lead to believe is a good mattress. Something has to be done because this has caused me and I'm sure many more unwanted stress.Desired Settlement: I would hope that their business is investigated and all advertisement on TV, radio, newspapers is discontinued. I will like a replaced mattress of their highest quality and whatever additional funds to be paid will be credited to Sleepy's.

Review: On 8/**/12 I bought a King Coil Norwich full size mattress and box spring for a "sale" price of $511 (plus delivery). I did not hear or feel any coils in the bed I tested in the store. The bed I received was noisy from day 1 and did not feel like a mattress I would order. The salesman was away on the first day I called but we spoke within a week and I told him my complaints. He told me it would cost $200.00 (plus $99 delivery fee) for an exchange, which was prohibitive. I suspected that I had been sold & delivered a bed that was not the one I tested in the store but had no way to prove it. The mattress and box spring were both sunken within 10 months but the mattress was stained and I knew the warranty was voided. The condition of both pieces continues to deteriorate. I didn't know what to do but I called Sleepy's in April 2014. Sleepy's arranged for a mattress marshal inspection; the report states that there is a 2 1/2 inch impression in the mattress and that the "coils can be felt and heard popping when pressure is applied" the box spring has a 1 1/2 inch depression" and is also noisy, but the stain voids the warranty. Even unstained, neither box spring nor mattress are useable. The mattress depression is about 2 feet wide and 3 feet long and pointy metal protrudes to the surface in addition to the coil felt by sitting or lying on the bed even outside of the depressed area. I cannot invest $600 in a bed set that is uncomfortable and detrimental to good rest. My 19y.o. daughter uses the bed as it is meant to be used and she weighs less than 180lbs. I understand that the warranty is voided, but it's unreasonable for Sleepy's to sell a bed that doesn't even last 2 years.Desired Settlement: The bed has been in use since delivery but has never been what I tested and paid for. I want a refund because I have to replace this bed.

Business

Response:

Case #: [redacted]

On August **, 2012, [redacted] purchased from Sleepy's a King Koil Norwich full size mattress and box

spring. On August **, 2014, [redacted] contacted Sleepy’s Customer Service

Department claiming that the King Koil Bedding 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 and both box springs did not meet the

manufacturer’s standards and were found to be defective. However, the report

revealed the mattress and both box springs showed stains, which is a condition

that voids the manufacturer’s warranty. The frame that was responsible for

holding up the set was also broken and out of warranty. Therefore, [redacted] would not be eligible

for a warranty exchange.

Dissatisfied with the outcome, [redacted] filed a complaint with your agency requesting a refund.

Upon receipt of [redacted]’s complaint from your agency, a

Customer Relations representative contacted [redacted]. Sleepy’s advised [redacted] that upon review of his recent inspection the warranty was void on the

entire mattress set.

In an effort to resolve [redacted]’s complaint, Sleepy's offered him complimentary frame and accommodation

pricing on a new mattress set.

We will be working with [redacted] until she completes her selection and receives delivery. If I can be of any further assistance, or if

you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or email [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:

Revdex.com CASE ID#[redacted] Sleepy's

Thank you for your help. Sleepy's did not keep their word, but I take it as an expensive lesson. Thank you for helping me deal with this corporate giant.

Review: Hi, I actually went shopping for a mattress at the [redacted], CT Sleepy's, but it wasn't on the list, so I chose the closest location which was a store in [redacted], CT. I put a deposit down for a mattress with a sales associate [redacted]. She told me I had time to change my mind and I would be refunded in full. A few days later I decided not to purchase the mattress, so I went back to see [redacted] and I requested a refund of my $200 deposit. She said it was not a problem and my credit card account would be credited within a week. Well, it's now over a month later and still no credit has been issued yet. I called once a couple weeks ago and was told the purchase was being cancelled and my deposit would be refunded by the end of the day, which never happened. I called again today with no results. I am sick and tired of being lied to and I just want my money back and to never step foot in a Sleepy's again.Desired Settlement: I am sick and tired of being lied to and I just want my money back and to never step foot in a Sleepy's again.

Business

Response:

Case # [redacted] On December *, 2014 [redacted] placed a deposit of $224.00 on a king size Simmons mattress and box spring set in his local showroom. On December **, 2014 [redacted] contacted our Customer Service Department and requested to have his order cancelled and a full refund issued to him. We submitted his cancellation request to a [redacted] and informed him of a follow-up call to discuss his request. [redacted] contacted us again on January *, 2015 because he had still not received his refund for the deposit. Upon receiving the complaint filed with your Agency, we reviewed his account and determined that his cancellation request was incorrectly routed to another department. This prevented the timely cancellation of [redacted]’s order.On January *, 2015 we cancelled [redacted]’s order and initiated a refund to his credit card. [redacted] should see his refund in about 3 – 5 business days on his [redacted] account. We sincerely apologize for any inconvenience that [redacted] has encountered. A voicemail was left that day with the contact number on file advising of the refund. We believe that no further action is warranted at this time. Should you require any additional information 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: ripped of due to manufacture defect.......at a full cost to me to comply with there warrantyDesired Settlement: refusing to honor warranty we have followed there warranty requirements buy being sucked into to buying extra frames, mattress pads, box springs ,to protect warranty at a extra cost of along with delivery charges due to deemed manufactures defect per there inspector....to the turn of over 2000.00 dollars We have been rooked and cant even get out money spent for original purcharce ...all have you no we our on bed #4............out last purchase we were falsely led by sales team to reap commission... and we are reach out to your for your help PLEASE we are now are the cost of almost 4500.00 dollars by following the requirement...round and round we go with there customer service people.....lies..a bull....to no end

Business

Response:

Case #: [redacted]

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

Sleepy’s was surprised to receive this complaint from your office regarding the consumer [redacted] considering the efforts that have been put forth in resolving her matter. [redacted] has been contacted by [redacted] in her area as well as partnering with our corporate office.

In our efforts to resolve [redacted]’s concerns Sleepy’s has gone above and beyond to achieve Customer Satisfaction thus, setting aside Sleepy’s established rigid No Refund Policy. To date [redacted] has received a refund in the amount of $1685.02, check number [redacted], as well as an additional refund reflective of Serta I-Series box springs delivered over three years ago July **, 2011, priced at $261.48 (2) for a total fund restoration of $550.00. There are no additional accommodations or monetary

relief being considered.

Since we have previously resolved [redacted]'s complaint before this inquiry was received from your office we believe no

additional responses are required. If I can be of any further assistance or if you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

My daughter and son in law bought a bed from Sleepy's. Shortly afterwards it started sagging in the middle. A representative came, measured how much it was sagging, and the company gave them a $2300 credit towards a nee bed. So far so good? When they went to the store to order a new mattress, the salesman, once he found out they had a credit, not only would not give them the sale price, but refused to talk to them, since he wasn't getting a commission for this sale.

Review: purchased new boxspring and mattress last January of this year. in October of this year noticed top layer of foam had detatched from mattress base and bunched up. contacted sleepys for replacement mattress. they sent a representive to examine defect. filed report stating mattress not covered by warranty due to stain on mattress. as far as I can see no visable stains.I feel this denial is not valid. I feel a mattress should last longer than 9 months and should be covered by an implied warrantyDesired Settlement: want new boxsring and mattress to replace defective one

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On October **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming the mattress delivered in January 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection revealed that although the merchandise did not meet the manufacturer’s standards, there were apparent stains, thus voiding the manufacturer’s warranty. Pursuant to the terms of the warranty, [redacted]’s warranty claim was denied. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states conditions that void the warranty to include: “product that is stained, soiled, or found to be in an unsanitary condition” I have enclosed a copy of the warranty for your files. While we do anticipate normal wear and tear of the merchandise it is the consumer’s responsibility to maintain the merchandise in a sanitary condition. In an effort to assist the consumer we can offer accommodating pricing; this is a deep discount that can be applied towards new selection of bedding. As the cost of transportation is not covered in the manufacturer’s warranty, as an additional accommodation Sleepy’s is willing to absorb half of the [redacted]’s transportation cost in the amount of $49.00. Once replacement merchandise has been selected, an immediate delivery will be scheduled. We believe that no further action is required at this time. If I can be of any further assistance or if you should require additional information, please do not hesitate to contact me 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: [redacted] this complaint has not been resolved.I have filed a small claims suite for full purchase price plus court filing costs I.D. #[redacted]

Review: Back in Feb 2014 we purchased Beautyrest Mattress set and were very pleased with the sales man and were excited to get our new mattress. An initial issue upon delivery (Uneven edging) was quickly resolved with a replacement mattress the very next day. in April, after two months of sleeping on the mattress we noticed that it had a very noticeable depression in the center of the bed. We called Sleepy's and they scheduled a service person to come out to inspect the mattress on April [redacted]. The service person came out and did a quick assessment finding that the mattress indeed had a close to an inch depression. They left saying that it shouldn't be like that after two months. After the inspection we did not receive a call on the results so we called. They stated that they could not replace the mattress due to it not being one inch or more. After another month we called again due to the depression getting worse. This time they said that they couldn't send a service person out because they already came out and each purchase only gets one inspection a year. After 3 calls and extensive conversations with customer service we were left with nothing that we could do or trade in our, now 4 month old, mattress for another and pay for the exchange. Now 7 months later, the bed feels like a valley. I attempted to call again. (We don't think we can wait until a year is up for another service inspection) No options were available for warranty replacement of our 7 month old mattress that had an obvious defect @ 2 months. We continue to have awful sleep on a visibly defective mattress yet do not have the option to have a service person out to prove it and recommend a replacement. (We were informed that Sleepy's will only send out one service person a year.)

The hard thing is that I have friends that purchased from Sleepys and have had a great product. Heres to hoping you can get a LUCKY mattress set from them because if you get a bad one, you're in for some very uncomfortable, back aching, restless nights. It totally sucks...trust me.

My rating is for the company not the service person that sold us the product.Desired Settlement: We want replacement of our exact model and brand of mattress that we purchased from Sleepys.

Business

Response:

Case #: [redacted]

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

October **, 2014, @ 6:00pm, our records show the option of the in-home inspection kit was offered. It was detailed, that the home inspection kit will enable the consumer to capture and depict the areas of most concern. The offer was accepted by the consumer and the in-home inspection kit was shipped to her residence: [redacted].

On October **, 2014, as a follow up to [redacted]’s complaint; a member of our Customer Relations team attempted contact with the consumer, to discuss her progression with the in-home inspection. [redacted] advised that there are several imperative responsibilities that need her immediate attention before she can complete the in-home inspection.

[redacted] has been advised when her time permits to please complete the in-home inspection and follow up with me utilizing the contact information below. Since we have reviewed the consumer’s complaint and offered a satisfactory resolution, we believe no further responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Review: First visit wanted a soft reasonably price mattress. [redacted] showed me several mattress and the one I purchased was his best recommendation I paid $641.49. When it was delivered a week later as my granddaugter said it looked sad and it was extremely hard, I slept on it for one night and I hurt all over in the morning it was so hard. I went back and told the [redacted] that I wanted it to be returned and I wanted to up grade. He showed me several mattress that I liked and were the softness I was looking for He than showed me A and B mattress (that's what he labeled them. I told him I like A he said I couldn't have it he couldn't get me a deal like he could on B mattress. If felt OK and he guaranteed it was soft. I got it delivered today I took a nap on the new mattress. It was harder then my carpet and sleeping on the floor. I don't trust the company any longer and I want them to pick up the mattress and return my money. I paid $438.68 the seond time around. I told the [redacted] that I would pay an upgrade. Don't let him tell you I wanted a cheap mattress. I was willing to pay for a decent soft mattress. I am sure the only thing he heard was $$$$$$$ not my needs. He sold me the mattress that had the highest commission on.Desired Settlement: I want Sleppys to come and take their mattress back I want my money back. This is my only settlement. I have a bad pain in my neck and that was only sleeping on the mattress for four hours. I don't trust this company the only thing their [redacted] are interested is commission and a satisfied customer.

Business

Response:

Case

#: [redacted]

On January [redacted]

2014, [redacted] received delivery of a Sealy Starlite Isle queen size

mattress set from Sleepy's. On January [redacted] 2014, [redacted] contacted Sleepy’s

Customer Service Department claiming the mattress was too firm. We then

processed an exchange to a King Koil queen size mattress set for [redacted].

Upon receipt of this complaint

filed with your office, Sleepy’s Customer Relations representative contacted [redacted] who stated she feels she received the wrong mattress and it is not soft

enough. We did confirm the law tag

information, however, it did not have enough information to verify that it was

the correct or incorrect mattress. As an

accommodation to [redacted], we have agreed to process another Satisfaction

Assurance exchange. We waived the

comfort fee and only charged the transportation cost of $99.99, plus tax. If I can be of any further assistance or, if

you should require additional information, please do not hesitate to contact

[redacted] at ###-###-#### or via email at [redacted]

Consumer

Response:

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

[Your Answer Here]

Their efforts are genuine but I haven't received the new mattress as of date. It is scheduled for February [redacted] providing the weather holds. [redacted] was easy to work with and she told me to try the mattress out for a couple of days and if I wasn't satisfied to call her immediately. I will contact you new week. I am satisfied with their customer service efforts but I will feel more comfortable waiting for the mattress to be deliver before I retract my complaint. Thank You.

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal filed by [redacted]. We have agreed to step outside of our policy and

remove [redacted]’s mattress and box spring from her home. Once it’s

completed, refund will be issued to [redacted] in the amount of $889.99, plus

tax.

If you should require additional information, please do not hesitate to contact [redacted] at [redacted] or via email at [redacted]

Consumer

Response:

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

Sincerely,