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: We bought a mattress from Sleepys and then when called to state the mattress was causing back problems for both my spouse and myself we were told we were out of the return window by one day. It was a Holiday weekend so we weren't able to return it within the 30 day return period, and they now want us to purchase a second mattress so we will be paying double for one mattress. This is very frustrating and not a way a business should operate.Desired Settlement: We would either like a new mattress that we aren't paying any more for or a refund of our money and the mattress taken away.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On June *, 2015, the consumer received delivery of a Simmons California king size Beauty Rest Recharge mattress, one gel back pillow, one California king size bed liner and two pillow protectors. On July *, 2015, one month and two days after delivery the consumer phoned into our Customer Care Department requesting to take advantage of our Comfort Exchange option. The representative assisting reviewed the [redacted]’s invoice where it was discovered the consumer had exceeded the established twenty-one (21) Comfort Exchange time frame. At the time of purchase the [redacted]’s received a copy of their completed sale which contained a copy of Sleepy’s Terms and Conditions which states in clear and concise language: Sleepy’s offers its customers the opportunity for a Comfort Exchange, provided that the exchange occurs within 21 days of delivery. The Comfort Exchange Policy specifically states that each customer is entitled to one Comfort Exchange and the exchange must be for merchandise of equal or greater value and that he would incur a fee in the amount of $150.00, and a transportation fee of $99.99 plus tax. The Comfort Exchange Policy is prominently displayed in all Sleepy’s showrooms. As a result the [redacted]’s request to exchange their mattress was denied; dissatisfied with the established policies and procedures the [redacted]’s requested to speak with a member of our Management Team. The [redacted]’s request was honored and the transfer to the call center manager as completed. It was reiterated to the consumer in detail the allotted time frame had expired and an employee price offered on any newly selected item of the consumers choice. The consumer refused this offer. As a courtesy to the consumer we maintained our customary business hours remaining available until nine (9) p.m. est. standard time. Our offer of accommodating pricing will remain available to the consumer for the next twenty (20) business days. Since we have reviewed the consumer’s complaint and offered resolution, we believe no additional responses are required. If you should require additional assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I purchased a mattress and a boxs pring at the [redacted] location, [redacted] in April **, 2015 invoice number [redacted]. The merchandise was promised the next week on Thursday at one of the [redacted] locations.When I went to pick up my merchandise on Thursday it wasn't available. The associate at the store didn't care much but told me that he receives merchandise every Monday so I have to wait until next week to see if it came.One week after I pick up the item without any complaints.The following day I call our vendor in the [redacted] location and tell him that the box spring is to high. he didn't told us how tall it was going to be. So we asked for a replacement of the box spring for a smaller one. the solution he offered was a 5 inch instead of a 9 inch. So he went ahead told us that the claim was done and he told us we had to wait 4 weeks minimum because it is a special order. Two weeks into June I call the store and ask for the status of our claim and the same vendor tells us that it has taken longer so we have to wait a minimum of two weeks. I call back July ** and another associate answers and tells us that she was going to find out what is happening and she will call us back.At the other day the Saturday July **, 2015 I call the 1-800-Sleepys to see what is going on and the teller tells me that because of no information put on the system they can't unfortunately do anything. they can offer me a discount on a mattress new mattress for a mattress that I bought 3 months ago. If this is a Revdex.com company it should be able to solve customers issues. I am not asking for something difficult. It was a wrong doing from the new associate they had in the [redacted] location.Desired Settlement: I want my Box spring being 5 inches, I want it exchanged as it was promised by a representative of the company.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted].On April **, 2015, the consumer purchased a King Koil short full Ortho Posture from his local showroom located at: [redacted]. The consumer opted for a store pick which was scheduled for April **, 2015. Upon receipt of this complaint [redacted] invoice was accessed and our records do not indicate any call after the schedule pick up was complete, requesting a low profile box spring. On July **, 2015, the consumer was contacted by a supervisor in our Customer Relations Department where his complaint was thoroughly discussed. [redacted] relayed he had contacted the showroom on several occasions and discussed the low profile box spring request with his Mattress Professional. [redacted] was advised this is a very out of the ordinary occurrence and as a result we will honor his request of exchanging his regular height box spring to a low profile, at no additional cost. The consumer has accepted this offer and his box spring have been scheduled for delivery on August **, 2015, between the hours of 8:00a.m.-12:00p.m.Since we have resolved the consumer’s complaint to his satisfaction we believe no additional responses are required at this time. If I maybe of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: We purchased a mattress from Sleepy's on August *, 2105 We paid in full in order to arrange delivery. Set up delivery for Monday, August [redacted]. We were told they would contact us a few days before to set up a delivery time. Never heard from anyone. Call our salesperson who was very nice and very helpful. He assured us that we would hear from them any day and make sure we answer any numbers we do not recognize. Finally the morning of the delivery, I felt like something was not right. I called Sleepy's [redacted] number and gave them my information. I was told the mattress was on back order until Sept. [redacted]. I explained my son was moving that day and please just deliver a comparable mattress. After spending hours on the phone trying to get some resolution, I was told they do not have a store in Milwaukee and would not be able to deliver a mattress. We purchased the mattress 3 weeks ahead of the delivery. Never, ever heard from anyone at Sleepy's that #1 there was a problem or #2 any attempt to remedy the situation. The only time I had a call back was when I asked if they would reimburse us for the unexpected night in a hotel because they never delivered the mattress. I heard back within minutes, NO. All I want is our money refunded. They cashed the check almost a month ago. I cannot get anyone to call me, respond to an email or help in any way. Thank you very much.Desired Settlement: I would just like a full refund (for the check they cashed) and to be reimbursed for the unexpected expense of 1 night in a hotel because they failed to deliver a mattress (or notify us weeks ahead so we could make other arrangements)

Business

Response:

Case # [redacted]On August *, 2015, [redacted] purchased from Sleepy’s, a Sealy Posturepedic queen size mattress, a mattress protector and a pillow. Although the order was placed in one of our showrooms located in [redacted], the mattress would be delivered to [redacted]. Since Wisconsin is outside of our normal delivery footprint, Sleepy’s arranges for a third party shipping company to make the delivery. The shipping company will then notify [redacted] of the final delivery arrangements.On August **, 2015, [redacted] contacted our Customer Care Department stating that she had not received delivery and wanted to inquire on when the delivery would take place. Upon reaching out to our National Delivery Department, [redacted] was informed that there was an unexpected and unfortunate delay on the arrival of her merchandise to the shipping company and the new expected arrival would be September **, 2015. [redacted] then requested the order to be changed to a mattress that would be available for next day delivery. Since merchandise is being delivered to an area that requires a third party shipping company, a change in order would only delay delivery again another 2-3 weeks. Dissatisfied, [redacted] requested to cancel her order for a prompt refund. Sleepy’s refunded all items on the order with the exception of the mattress protector which was taken at the time of sale from the showroom. Upon receiving the complaint filed with your Agency, a Consumer Relations Representative reached out to [redacted] to advise her that a refund check has been mailed for the canceled order. At that time, [redacted] requested that Sleepy’s send her additional monies to cover her expense of having to stay in a hotel when her order was not delivered on the day expected. Sleepy’s does apologize for any inconvenience the delay may have caused [redacted], but we are unable to cover the cost of hotel accommodations. As a sign of good will, Sleepys will refund the remaining balance on her account for the mattress protector in the amount of $29.99 plus tax. Since all invested funds have now been refunded, we believe that no further action is warranted at this time. Should [redacted] decide to place a new order, her account will be notated that a corporate discount can be given. Please feel free to contact Chanelle R[redacted] at ###-###-#### or [redacted] with any further questions.

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: Sleepys still has not addressed the fact they sold us a mattress on August *, 2015, cashed our full payment check and then NEVER contacted us to tell us the mattress was on back order and then finally they would not be able to deliver any mattress at all. The issue is NOT the delivery. The issue is they had 3 weeks to contact us and say they could not provide the service they agreed to provide. Had they done this, we would have had plenty of time to make arrangements to have a mattress delivered. They never contacted us, not the delivery company, which they continue to blame, it was Sleepy's that sold us a mattress, cashed our check promised delivery and then never contacted us to tell us there was a problem. I spent hours on the phone, THE DAY the mattress was to be delivered and FINALLY discovered on my own that #1. the mattress was on back order and #2 they did not have a store in Milwaukee and never were able to deliver a mattress in the first place. All I asked for after losing an entire day waiting for the mattress to be delivered that Sleepys cover ONE night in a hotel because by no fault of our own, the mattress was never being delivered. They acted like I was asking them to put us up at a 5 star hotel for a week. One night at a hotel, only so I had time to make arrangements for another company to deliver a mattress for us. Had they handled this the right way from the beginning they had over 3 weeks to let us know the product was not being delivered. That is the issue, nothing to do with a 3rd party delivery company. They failed to let us know for over 3 weeks that they could not provide the mattress. One phone call to let us know we needed to make arrangements, all they needed to do. If you purchased a new car, arrived the day it was to be delivered to you and then told you were not getting getting the car, even after you paid for it in full, I'm sure they would give you a rental car.No one from Sleepys would return my calls or emails until I filed a complaint. Then suddenly they called me..Unacceptable, embarrassing behavior on theirpart. Then to add insult to injury they actually told me if I reordered the mattress they would offer me a discount. So instead of addressing the situation, taking responsibility for their mistake or offering an apology the only thing they could say was "spend thousands of dollars with us in the future and we'll give you a discount"? Clearly, 100% their mistake. They sold us a mattress, cashed our check knowing they could never deliver the product. And never notified us. How could you possibly defend that?

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 a rebuttal filed by [redacted]. Sleepy’s is sorry for any inconvenience the delivery delay has caused [redacted]. As stated in the prior response, Wisconsin is outside our delivery footprint. The delivery date that is located on [redacted] invoice is an estimate, and the shipping company does make contact to coordinate the final delivery arrangements once merchandise is received. We do apologize, [redacted] merchandise was not delivered to the carrier in time for a delivery on August **, 2015. However, Sleepy’s will not be able honor her request, to refund her hotel expense at this time. [redacted]’s account has now been fully refunded, and no additional credits can be issued. If [redacted] places a new order we would be happy to extend a corporate discount. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Chanelle at ###-###-#### or 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]AGAIN, the issue is not the delivery. The issue is Sleepys FAILED to notify us for 3 weeks they would not be able to deliver the mattress we paid for in full. I have emailed them a copy of the invoice which CLEARLY states deliver date nowhere does it say it is an estimated delivery. Back to Sleepys failing to accept responsibility for completely dropping the ball. This has nothing to do with an outside delivery company, I have told them over and over again I understand what they mean when they say it is a 3rd party delivery. THE ISSUE IS THEY NEVER TOLD US FOR 3 WEEKS THEY COULD NOT DELIVER THE MATTRESS ON THE DAY IT WAS TO BE DELIVERED. The mattress was on backorder until Sept [redacted]. Stop blaming some 3rd party delivery company that was NEVER involved. There was never a 3rd party delivery because there never was a mattress.

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

Sincerely,

Review: I need new mattresses. I went to sleepys to get beds. I tried for credit and Georgia get me credit but we talk about one hundred thirty dollars a month. She get me credit with Genesis credit they said the payments two hundred dollars for the month. I talk to Genesis they told me I made two purchase,but I made one for 3352.28. They want payments for 175 dollars a month. I am on a fixed income can't pay that amount. Can you help me please.Desired Settlement: If you get get them to lower the payment.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon review of the consumers invoice our records indicate [redacted] picked up four pillows from her local showroom address as: [redacted] on September **, 2015. This caused that portion of the invoice to be finalized reflective of a pick-up in the amount of $47.58 (see attached). [redacted] remaining merchandise such as; two Serta I-Series queen size mattresses, two Serta I-Series queen size box springs, two metal bed frames and two mattress protectors were scheduled for delivery on September **, 2015, twenty-four (24) hours after her store pick up. Due to the merchandise not being delivered collectively together the finance amount was finalized in two parts $47.58, reflective of the pick- up of the pillows on September **, 2015, and $3,304.70, reflective of the September **, 2015, delivery.Unfortunately; Genesis does not offer the option of combining accounts or reducing the requested monthly payment, had all the merchandise been delivered collectively and not half pick up half delivery the consumer would have one monthly bill. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-####.

Review: I am a 25 year old customer of Sleepys. I have bought 2 mattresses from the store over my lifetime (over the past 4 years). After having back pain, I wished to try out a firmer mattress and bought a Beauty Rest Ultra Firm mattress from the store a little over a month ago. I was told that I would have 21 days to exchange the mattress and that if I did not like it, Sleepys would take it back, destroy it, and allow me to buy a new mattress of equal or greater value for a small fee. After 20 days I unfortunately did not grow into the mattress, so I upgraded to the highest available quality firm mattress from Simmons (approx. $4500 or so).

When the contractors / exchange crew came to my home to exchange the mattress they called their support team to speak about 3 very minute stains on the mattress and I was ultimately told that the exchange could not be done. After speaking to your team numerous times about this process, I am extremely frustrated and disappointed with my overall Sleepy's experience. As someone changing mattresses from a Pillowtop to a firm mattress, the 21 day exchange policy was a crucial factor in my decision to spend ~$2200 on the initial firm mattress. My salesperson did not make it clear to me at all that any slight stain on the mattress would completely void the 21 day exchange policy. This seems a bit outrageous to me given how slight the deterioration (extremely slight, it is not easy to see the stains) of my new mattress was over the 21 days since I purchased it.

I spoke to the sleepys team a few times to see if something could be done about the situation. Three times after seeing if we could progress and work something out with Simmons, etc... I was told I would receive a call back regarding the situation or receive a call back from someone at a higher managerial level. None of these callbacks ever happened the three times the team said that they would happen.

If the mattress policy for exchanges is that the slightest nick in a mattress will cause the 21-day exchange policy to be voided, that needs to be made ultra-clear to the customer upfront, and not something to be thrown in the customers face upon a failed exchange when the customer is then told that sorry, but it was all clearly stated in the fine print.Desired Settlement: Completed exchange of the previously ordered mattress for the desired upgrade.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On November **, 2015, the consumer contacted our Customer Care Department and requested to take advantage of the 21 day Comfort Exchange. [redacted] was reminded his merchandise was delivered on November *, 2015, and the Comfort Exchange would be required to be completed by the [redacted] of November. The consumer at that time selected a new set of bedding which was the Simmons Beauty Rest Ultimate firm box top. The delivery was scheduled for November **, 2015.On November **, 2015, the drive team attempting to complete [redacted] exchange contacted our Delivery Support Department; and advised there were stains on the mattress to be exchanged. The driver observed four (4) stains one (1) small stain, (1) one the size of a quarter, (1) one about two inches, (1) one on the left (a total of two in the center). This is a condition which voids the manufacturer’s warranty. As a result [redacted]’ exchange was unable to be processed. The consumer dissatisfied requested to speak with a member of the management team. The consumers request was immediately fulfilled and the manager was placed on the line where he attempted to explain failure to utilize the purchased mattress protector voided the manufacturer’s warranty on the mattress. The consumer still dissatisfied requested to speak with another member of our management team. On November **, 2015, the same day the Mattress Professional on staff contacted Customer Care on the consumer’s behalf and stated the consumer informed him he was unaware that stains void his the manufacturer’s warranty. The At the time of the initial delivery the consumer was provided a copy of the manufacturer warranty which clearly states in clear and concise language conditions that void the manufacturer’s warranty are as follows: “Product that is stained, soiled even if defective.”On November **, 2015, the consumer contacted Customer Care once more and stated that he was dissatisfied with his voided warranty. The assisting representative reminded [redacted] once again that Simmons does not accept stained merchandise on exchange or via a warranty claim.On December **, 2015, a member of our Customer Relations Department attempted contact with [redacted] utilizing the number on his complaint as ###-###-####; this was unsuccessful and resulted in a detailed message. In an additional effort to reach [redacted] an email was sent to [redacted]. Unfortunately; we are unable to process [redacted]’ request of an exchange due to the present stains on his bedding. However; in an effort to assist the consumer if he is seeking a new set of bedding we are offering a partial credit of $1,000.00, this will allow [redacted] to select a bedding set he feels may suite his needs. [redacted] may reply to the e-mail sent to him at the above e-mail address or he can utilize the phone number provided via his voice mail to take advantage of the offer of a partial credit. If I can be of further assistance please do not hesitate to contact me Chanda Nixon 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: 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,

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: 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: 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: 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: On 3/*/2013, my husband called Sleepy's in [redacted] to ensure that they still had the Tempurpedic Cloud Luxe King size mattress for sale, at $2400.00. [redacted], at the [redacted] Store told him yes. Later that evening, my husband and I went into the store to purchase this bed. [redacted] told us that there were 4 left and that we could purchase this bed. We sat there while she ran our credit, as we were applying for the GE credit card with 0% financing. She explained to us that we woudl have 24 months with 0% financing and that we were approved for $6000.00. So when leaving, we had also purchased a mattress protector, which was a value of $49.99. So our total bill was $2499.99. We left the store, with the understanding that we had just bought the king size mattress, mattress pad and that the bed would be delivered to us on Sunday, 3/*/14. About 10 minutes after leaving the store, [redacted] contacted me to let me know that they no longer had the product that we had just purchased, what would we like to do? I explained to [redacted] that we wanted to cancel the entire order and get the line of credit closed immediately. She said okay, and that was the end of the conversation. The next morning, on 3/*/14, my husband contacted Sleepy's to find out how and why this happened. He then found out that the line of credit was still open and that we needed to return the mattress pad before they could do anything more for us. I then contacted [redacted], and asked her why she didn't contact me back on Wednesday night to let me know that my line of credit was still open. She then told me that I needed to return the mattress. I also asked her if there was something that the company could do for us, such as sell us another mattress of equal value. Her [redacted] then rang in on another phone, so she told me she would contact me back. When she contacted me back. she left me a message stating that they couldn't do anything for us until the mattress pad was returned. Last evening, 3/*/14, I went into the store, to return the mattress pad and to explain to the lady how upset I was that I had a 6000.00 line of credit opened for a bed that I could no longer have, and that I was never even offered another bed, and that I had to return the mattress pad, a product that cost 50.00 before my line of credit would be closed. And on top of this all, they couldn't close the line of credit for me, that once the refund was completed, I could then call GE and cancel the line of credit. I am completely dissatisfied with the level of customer service, the help that we received as well as the overall experience. When returning the mattress pad, I had to wait over 1 hour to receive a piece of paper stating that my credit card balance was at a 0.00 balance.Desired Settlement: I think that I would have appreciated more honesty about my credit. She could have cancelled the order, and the credit card in the same evening, and then could have called me to request that I return the mattress pad. At this point, I think that the business could have offered us a similar bed at the same price, instead of dismissing our needs. The lack of customer service. I think that this business is very unprofessional, and disrespectful.

Business

Response:

Case #: [redacted]

On March *, 2014, [redacted] placed an order for a Tempur- Pedic Cloud King size mattress set.

We then found out that the Tempur- Pedic mattress set was discontinued. Our mattress professional did not immediately

cancel the entire order until [redacted] brought back the mattress

protector. In turn the refund of the

mattress set was sent back to GE Money bank, however, the amount of $49.99 paid

for the mattress protector was not processed.

Upon receipt of the complaint from your agency, Sleepy’s Customer Relations representative

reached out to [redacted] and offered our deepest apologies and assured her

that the refund for $49.99 was processed on 3-**-2014, which was posted with GE

on 3-**-2014. It should take 10 business

days for GE to have it removed from [redacted]’s bill. [redacted] will follow up with us to verify

that it has been processed.

Since we have satisfactorily resolved [redacted]s complaint we believe no further action is

required at this time. If you have any

questions please contact [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:

I am still not happy with what they have done. No where during this process did they even attempt to make this right. They never even offered us another mattress or anything. Them contacting me to tell me that the had finally credited my account is not them making the situation right. It's sad that all of this happened. It's not my fault the had their inventory wrong, nor that they ran my credit. Then to top it all off, they didn't even notify me that my line if credit was still open, and we only found out that this was the case because my husband called.

This whole situation was held completely wrong and the business needs to accept that. They sold a product they did not have and never even tried to fix the situation. It's just completely sad. They could have rectified the problem, by contacting me about my line if credit being open and so forth.

Thank you

Business

Response:

Case #: [redacted]

Upon receipt of the rebuttal from your agency, Sleepy’s Customer Relations representative reached out to [redacted]

and apologized for not trying to create a new sale. Since the order was already cancelled we did

not feel she still wanted to make a new purchase. However, [redacted] is going to find a

different mattress to her liking and we will offer free delivery with

accommodation pricing.

Since we have satisfactorily resolved [redacted]’s complaint we believe no further

action is required at this time. If you have any questions please contact [redacted]

or ###-###-####.

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].

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: 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: 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: 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: 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: 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.