Sleepy's

Review: This is the email I sent to Sleepy's "We Care" yesterday:

Back on March **, 2014 My husband, [redacted], drafted the message below and sent it to your email address. I copied just part of the email for reference.

“I purchased a queen size Ashleigh Plush Mattress & Box spring on 11/**/13 (DOCUMENT# [redacted]) and same was delivered and set up a few days later. Within a month my wife and I began to notice a slope in the mattress that progressively worsen and ultimately awaken us during the middle of nights (such as the hour I am writing this email). We both describe the mattress as having a sinkhole effect and having to climb out of it at night. At this time we have had enough of this unsatisfactory sleep performance and filed a claim which led to a recent visit to my home from Bed Check representative [redacted]. I was informed that someone from you organization (Sleepy's) would be in touch with me soon with the results and findings.

My request is simple, I paid in good faith and in full $1,449.95 to a nationally known sleep company that I expect to rectify this situation by Wednesday March **, 2014. At this point I will only accept written communication from someone assigned to my claim and complaint.”

On March **, 2014 a representative from Bed Check came out and examined our mattress. Verbally he told my husband that the bed had an unusual slope in the center, however we have not had resolution to this matter.

Simply put, we bought a mattress, within a month there was an issue, within 4 months we made a claim and it should be covered by the warranty. I am in the claims business. In fact, I run a multi-state claim operation and I know what good service looks like as I require it of my staff daily.

Your organization appears to want to avoid replacing our mattress for some reason. We are formally requesting, again, to have this mattress replaced. We need to hear from your organization today with specifics on how you will handle this. If we are not satisfied by your response, we will escalate this matter to your corporate headquarters, the Revdex.com, the Chamber of Commerce in the State of New Jersey and any other relevant entities.

You can reach my husband, [redacted], during the day on ###-###-####.

Thank you in advance for your expedient attention to this matter.Desired Settlement: Replacement of the mattress or a full refund of the purchase price of $1449.00

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming

that the mattress received in November 2013 was sagging. Since this was

what would be a potential warranty issue, we coordinated for an inspection of

the merchandise. Sleepy’s dispatched a third-party independent inspection

company to [redacted]’ home, and the inspection results revealed that the mattress

met the manufacturer’s standards, and therefore did not qualify for a warranty

exchange.

Upon receipt of [redacted]’ complaint, our Customer Relations Department contacted

[redacted] to further discuss his complaint. [redacted] expressed his dissatisfaction

towards the mattress that was previously inspected. He also stated the body

impressions were still prominent in the mattress. Upon review of the inspection

results it shows that the support located underneath the mattress and box

spring can be improved upon. It has 2 slats and 2 legs. We requested that [redacted] adds a center slat with a leg touching the floor. Once this is completed, we will follow up with

[redacted].

In an effort to resolve [redacted]’ complaint, Sleepy’s would be

able to offer another inspection within 3-6 months or we can offer [redacted] to

take advantage of our Satisfaction Assurance Plus Policy.

If [redacted] would like to take advantage of either offer please have him contact [redacted] at [redacted] or [redacted].

Consumer

Response:

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

[Your Answer Here]

Sleepy's is asking us to make adjustments to our bed in order to have the warranty upheld. I do not consider this a reasonable request. I have a solid wood Kinkaid sleigh bed and the prior mattress did not wear this way. The bed is as it was designed and having to alter it for this mattress to perform is ridiculous in my opinion. The mattress is faulty. The technician report shows a slope of over an inch. We continue to respectfully request the replacement of this mattress.

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 the rebuttal regarding case # [redacted]. We recommend that [redacted] corrects support based on manufacturer’s

warranty guidelines. In order for the mattress to be replaced under the

manufacturer’s warranty, the depression must be 1 ½ “or greater. Since the measurement only shows 1 1/8”, we

are unable to exchange [redacted]’ mattress. We would like to offer [redacted]

to exchange his mattress under our Satisfaction Assurance Plus Policy.

If [redacted] would like to take advantage of our offer please have him

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

Review: On 10/**/13 I went to sleepy's in [redacted]. I purchased a mattress And was told it was financed with ge Capitol , I was told the promotion was for 24 months interest free. When the receipt printed out it said 6 months interest free. I pointed this out to the sales person and asked her to reprint it, she said she couldn't but that she would email her manager to take care of it, at that point I asked her to write on the receipt that is was 24 months and sign it which she did. My first bill came from ge Capitol and it states only 6 months interest free. I called sleepy's and was told it was taken care of and would reflect on my next statement. I have called and gone into the store but I have been billed by GE twice more and it's still for 6 months. The manager has yet to call me and the problem continues.Desired Settlement: I would like to receive the 24 months interest free financing that I was promised.

Business

Response:

Case #: [redacted]

On October **, 2013, [redacted] purchased a mattress set and was offered a term of 24

months on her GE Financing. Unfortunately and very much out of ordinary, when [redacted]’s invoice was printed the

standard term of 6 months was displayed on the invoice. The Mattress

Professional who assisted with the sale advised [redacted] that she would get

it corrected prior to her receiving her first bill. Our records show that

several attempts were made to correct the billing term.

Upon receipt

of the complaint from your office, our Accounting Department contacted GE

Capital on January **, 2014. They advised that they would expedite the process

and it will reflect on the customer’s next bill.

We spoke to

[redacted] on January [redacted] 2014 and offered her a sincere apology for the delay

in having this issue rectified. We advised that the corrected finance term will

reflect on her next bill. As an accommodation we will send the customer a

Sleepy's Gift card in the amount of $75.00 for any inconvenience experienced.

We believe no

further action is needed at this time. If we can be of any further assistance,

please do not hesitate to contact [redacted] on [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,

I am hoping that this will resolve the error, I have of course not yet received a new bill to confirm this. Thank you

Review: My mother purchased two Sealy mattresses and box springs from Sleepy's and both mattresses were defective. She asked them for a refund but was denied. Because Sleepy's still had her money from the original purchase she had no choice but to purchase another mattress and box spring from them because they would not give her a refund. The third mattress and box spring was a Serta. She is left with a Sealy box spring that Sleepy's would not picked up and refund her and a Serta mattress and box spring set.

Please see attached letter addressed to the Office of the Attorney General, Connecticut. It is outlined by date and circumstances.Desired Settlement: Sleepy's should honor a full customer refund.

Business

Response:

Case #: [redacted]

On February **, 2015, the consumer made a purchase of a Sealy Posture-pedic luxury firm full size set mattress, box spring, full size bed liner, one Love My Pillow and a request for two offsite removals. The consumer’s delivery was completed on February **, 2015. On March **, 2015, twenty-three (23) days after the completed delivery the consumer contacted our Customer Service Department with claims of the newly delivered mattress being lumpy. As a courtesy to the consumer an immediate exchange of the mattress was coordinated and completed on March **, 2015.On March **, 2015, one day after the accommodation exchange of the mattress, the consumer visited her local showroom accompanied by her daughter requesting to exchange the regular height Sealy box spring originally delivered for a Sealy low profile box spring. The consumer was notified of the required delivery fee of $99.99, the consumer contested and the fee was waived. The low profile box spring delivery was completed on March **, 2015. On April *, 2015, the consumer contacted our Customer Service Department once; again with claims of the newly exchanged mattress sagging. Since this was what would be a potential warranty issue, under normal protocol an in-home self-inspection kit is sent to the consumer enabling them the ability to capture the areas of their concern. However; as an additional accommodation to the consumer a vendor inspection was coordinated and completed on April **, 2015. The results of the inspection revealed that mattress was not performing up to the manufactures standards however; the box spring and the frame were. Therefore, pursuant to the terms of the warranty, [redacted] was entitled to an exchange of the mattress only. The manufacturer warranty clearly states: “Sealy will repair or replace at our sole discretion, the defective product in a reasonable period of time within the 50 United States or Puerto Rico with charges as shown on the warranty schedule and exclusive of transportation and inspection cost, Sealy reserves the right to replace the failed product with a product of equal or higher value, and does not guarantee an exact match on your current sleep set.” On April **, 2015, based on the results of the inspection [redacted] visited her local showroom and made a selection of a Serta Perfect Sleeper luxury firm mattress set (mattress and box spring) to replace the Sealy Posture-pedic mattress which was deemed defective during the April **, 2015, inspection. Sleepy’s was surprised to receive this complaint from your office regarding the consumer’s non-defective box spring as the manufacturer warranty clearly states as previously mentioned: “Sealy will repair or replace at our sole discretion, the defective product”. Upon the consumers visit to her local showroom under the manufacturer’s warranty the consumer was allotted a store credit reflective of mattress only in the amount of $805.75, plus tax. The consumer opted for a varying manufacturer (Serta) which unfortunately; does not allocate for a refund/exchange of the non-defective box spring. The consumer’s Sealy box spring still has the ten (10) year warranty affixed and can be assessed/inspected one time per year for any defects the consumer may feel is present. In the event the box spring is deemed defective the consumer will be issued a store credit at that time reflective of the invested amount of the box spring which is $342.24. Since we have reviewed the consumer’s complaint and unable to offer a monetary refund of the box spring, we believe that no additional responses are required at this time. If I can be of any further assistance please do not hesitate to contact [redacted] at ###-###-#### or [redacted]

Consumer

Response:

Review: I purchased a Sterns and Foster King Sized mattress on 2/**/13. Mattress is defective. I called Sleepys customer service who sent a warranty representative out to our house to inspect the mattress and take pictures. I was with the representative and noted the mattress sag was approximately 1 1/2 inches which per the terms of the warranty would qualify for an exchange. The representative could not comment but said Sleepys would contact me in a week or two. After not hearing from them, I called and spoke to a representative who looked up my account and said the mattress sag was only 1/4 inch. I told her this has to be a mistake and if she could look further into the issue or if I could talk to her [redacted]. She said no and there wasn't anything I could do other than call in 6 months and ask for another inspection of the mattress. Both my wife and I have back issues and the mattress sagging is significantly contributing to this. I have never made a complaint about any other business but felt the issue in this case warranted this.Desired Settlement: At this point due to the issue with customer service we would prefer a refund.

Business

Response:

Case #: [redacted]

On January **, 2013, the [redacted]’s

contacted Sleepy’s Customer Service Department claiming that the mattress

purchased February 2013 was sagging.

Since this was what would be a potential warranty issue, we coordinated

for an inspection of the merchandise.

The third-party independent inspection company delivered measurements

that revealed that the mattress and box spring met the manufacturer’s standards

and therefore were ineligible for warranty exchange. Pursuant to the terms of the warranty,

Sleepy’s denied the [redacted]’s request for a warranty exchange. The [redacted]’s dissatisfied with the results of

the inspection filed a complaint with your office.

In an attempt to ensure customer

satisfaction Sleepy’s is offering to:

Review: Our salesman, [redacted], was pushy and lied to us to make a sale. He called a manager to get pricing approval and they did the good old "if you buy it RIGHT NOW you'll get this price." We felt very rushed so we made sure to ask if we could return the mattress if we didn't like it, and [redacted] said we could RETURN it within 21 days. Well, we did not like the mattress, called to schedule a return and were told they do not accept returns, only exchanges. Problem was never resolved, we're stuck with a mattress we don't like, and out $2000+Desired Settlement: I want a full refund

Business

Response:

Case #: [redacted]Upon reciept of the [redacted]'s complaint the superior in their area was contacted and advised of the concern. As a result and in the pursuit of Customer Satisfaction the area manager has agreed to allow a removal of the Simmons Beauty Rest Legend currently in the [redacted]'s home. A member of our Customer Relations Department attempted contact with the [redacted]'s to coordinate the removal, unfortunately; there was no answer a message was left. At this time it is the consumer responsibility to contact me at the phone number or e-mail address provided below. Since we have reviewed the consumers concern and have agreed to honor the desired resolution, we believe no additional responses are required. If I can be of further assistance or should you require additional information please do not hesitate to contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: My complaint has been closed because "The Bureau assumes this complaint is resolved, and it has been closed." I would like to reopen my complaint because this complaint has NOT been resolved. My mattress has been picked up, but I have not yet received my refund. Thank you -- [redacted] ###-###-####

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of the rebuttal regarding a [redacted].We were surprised to receive this rebuttal from your agency considering the consumer’s refund has been restored since December *, 2014, to [redacted] Card last four digits [redacted]. The consumer will be required to check or records or direct inquires such as this to financial institution. Since we have previously resolved [redacted]’s complaint as relayed prior we believe no additional responses are required at this time. If we can be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: I bought a mattress in May 2013. Sleepy's sent the wrong size and the mattress was infested with insects. They made excuses when I called to resolve the problem.Desired Settlement: I asked them to replace the mattress. I had to have the house exterminated. This cost a lot of money and effort. I threw away the mattress because they would not come to replace it. I paid almost $1000 for this mattress and had to pay to have it removed and disposed of within a few months. My house is infested with an unidentified insect that bites and we cannot get rid of.

Business

Response:

Case #: [redacted]

On

May **, 2013, [redacted] made a purchase of a Sealy queen size mattress and

box spring and received her delivery on May **, 2013. On August ** 2013, [redacted]

contacted our Customer Service

Department claiming that the mattress was sagging. At that time the customer

advised that she was using her own frame. We offered [redacted] to purchase

a frame to ensure her mattress set has proper support and advised her if the

mattress was still under performing, she should contact us in 30 days to

initiate a warranty claim.

On

October **, 2013, [redacted] contacted us again requesting to have her bed

exchanged. As this was what would be a potential warranty issue, we dispatched

a third party independent inspection company to inspect [redacted]’s

mattress.

On

October **, 2014, our third party independent inspection company visited the

customer’s home to conduct the inspection. The inspector witnessed several

small inspects on the customer’s mattress. The customer advised the inspector that she

was getting bitten. The inspection was cancelled as the presence of any

infestation voids the warranty.

On

October **, 2014, our Customer Relations representative contacted the customer

and advised her to have her home professionally treated, provide us a copy of

the report and we will offer [redacted] accommodation pricing to replace her

merchandise. Customer refused our offer and disconnected the call.

Upon

receipt of the complaint filed with your office, our Customer Relations

Department contacted [redacted] on January **, 2014. [redacted] advised that she disposed of

the mattress and requested a refund. We advised [redacted] that Sleepy’s

has a No Refund Policy, however, we would be willing to offer her accommodation

pricing on a new purchase once she provides fumigation report from a licensed

exterminator, notarizes release letter

and returns it Sleepy’s. [redacted]

refused our offer and disconnected the call.

Our

offer remains available to [redacted] and if she has any further questions,

she may contact [redacted] at [redacted] at ###-###-####.

Review: We purchased a mattress on 08/**/14. Part of the promotion was either a free tv or a $300 gift card. We inquired with the sales person about the tv which he stated he did not know the brands, but they are good TV's. We chose the $300 gift card option. The sales person stated we would be notified and be able to pick the type of card on line. After six weeks, we did not receive any notification or card. We went to the store and was told to call corporate offices. The corporate offices told us the gift card was not part of the sales agreement. We went back to the store and talked with the sales person who stated he remembered the transaction and would need to contract his manager. After three weeks have passed, we stopped again and the sales person said he would contract his manager and he would or his manager would call us. Several weeks have gone by and still no call from anyone at Sleepy's.

The sales person indicated that a wrong code was used on the invoice and that may be the reason we did not receive the gift card.

We are very disappointed with Sleepy's for not honoring the agreement as well as not being responsive to our problem as expressed on numerous return visits to the store.Desired Settlement: The company should honor the agreement and provide the $300 gift card which was the deciding factor in our purchase. This was acknowledge by the sales person on my last visit to the store.

Business

Response:

Case#: [redacted] We have reviewed [redacted]’s claim and are pleased to advise the complaint filed by [redacted] is resolved. Upon review of the promotion running at the time of [redacted]’s purchase on August**, 2014, Sleepy's offered either a 50” HDTV or a Free $300 Gift card with any purchase above $3500.00. A new invoice for the promotional gift card was processed on November**, 2014 for the gift card to be sent. [redacted] will receive the gift card from the fulfillment company in 7-15 business days. We apologize for any inconvenience.If we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or 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: I visited the showroom, selected 2 queen mattress sets and made a $103 down payment on July **, 2013. On August **, 2013, I paid the remaining balance of $1,086.95 and scheduled delivery. Later that day the salesman ([redacted]) called to report that these sets were discontinued and he suggested that I could drive to a store in New Jersey (where they were in stock), return to the store and select another model, or receive a credit. I requested a credit. [redacted] stated that there was no problem issuing a credit, but his regional [redacted] may be calling me to follow-up on this transaction. The following evening, I did receive a call from a [redacted] suggesting that I return to the store to select another model mattress. He stated that the credit had not yet been processed. I stated that I was not interested in returning to the store and I requested that the credit be processed without delay.On September *, 2013, I confirmed with VISA that Sleepy's had been paid in full in the amount of $1,189.95 and there is no credit pending from Sleepy's to my VISA account. I have filed a dispute through VISA to receive this credit.Desired Settlement: Determine why a credit was not immediately initiated. Is there a company policy that hinders immediate credits?

Business

Response:

Case #: [redacted]

Review: I purchased a "Carolina Mattress Guild" brand "Plush" mattress at Sleepy's located at "[redacted]" from a salesman named "[redacted]". The salesman highly recommended the mattress brand and mattress by "Carolina Mattress Guild". The Plush version which we saw and tested in the store was a "Plush" mattress which was soft and had a satisfactory comfort layer. We purchased the mattress the same day on May [redacted] after the Salesman's "selling spiel"; the salesman was very insistent that the mattress is high quality. Delivery was scheduled for the following day May [redacted] between 7AM-11AM. When the mattress was delivered and upon laying down on it I immediately became aware that the mattress was much firmer then the model I had tested in the store. Furthermore the mattress released strange odors, and its "law tag" was made of paper and attached with barbs that are commonly used by clothing stores to attach price tags. I contacted Sleepy's customer service and spoke to "[redacted] - Lead Services Customer Care" who asked to be emailed photos of the corners of the mattress for examination so that they could evaluate my request for a refund and return. I emailed the photos at "Mon, May *, 2014 at 8:14 PM" and although I was promised a phone call back the same day as she claimed to work until 9:00PM EST, I did not hear back from her that day. I received an email back from her account at "Mon, May *, 2014 at 9:48 PM" which indicated they would be "unable to process a return" and for me to "visit your local showroom for your selection." We came to the showroom on 5/**/14 to re-select a different mattress and upon telling the same salesman "[redacted]" of our issue he indicated its very likely that the tags were "mislabeled" either in the factory or warehouse. Indeed, when I tested the firm version of the mattress in the sales showroom I realized that this was what I likely received rather then the "Plush" version I had ordered. Pursuant to the "perfect tender rule" of the Uniform Commercial Code I would like a full refund of the purchase price as I received a mattress which was materially different then what I had ordered.Desired Settlement: The merchant is asked to issue a full refund of the purchase price of the mattress.

Business

Response:

Case #: [redacted]

On May *, 2014, [redacted] purchased from Sleepy’s a Carolina Airgel full size mattress.

[redacted] received delivery on May *, 2014.

On May *, 2014, after receiving delivery, [redacted] contacted Sleepy’s

Customer Service claiming to be dissatisfied with the comfort of the mattress,

claiming there was an odor and also claiming to have been delivered the

incorrect mattress. [redacted] was asked to email pictures of the mattress

to confirm her claim. Upon review of [redacted]’s photographs, it was

discovered that [redacted] did receive the correct mattress as written on

her invoice. It is at the discretion of the manufacturer where they position

the law tag on the bedding. In an effort to resolve, [redacted] was offered

the option of doing an even exchange or reselecting to a different mattress.

On May **, 2014, [redacted] returned her local showroom and reselected a Sealy

Posture-pedic mattress along with a pillow. On this same day, [redacted]

contacted Sleepy’s Customer Service, and spoke with a supervisor regarding the

recent exchange processed, [redacted] requested the new Sealy mattress be

entered in at a lower price due to a price quote given over the phone. [redacted] was informed the lower price given was for a new sale and did not

pertain to her exchange. At the time of sale, [redacted] received an

invoice which explains in clear and concise language, “All exchanges must be of

equal or greater value. 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. 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 an item restricted by the

manufacturer’s minimum price policy.” [redacted] did not accept this and reiterated her claim of receiving the

incorrect mattress. [redacted] was advised once again she could have an

even exchange or reselect to a different mattress she felt was of more value.

[redacted] declined the offer once again and informed she would file a

dispute with her credit card company.

Upon receipt of [redacted]’s complaint filed with your agency, a Customer

Relations representative reached out to [redacted] and explained that the

only option to resolve her complaint would be an exchange. With the pictures

depicting that [redacted] received the correct mattress, the accommodation

of a refund would not be warranted in this case. [redacted] received an

invoice stating “No refund will be offered after delivery, with the exception

of partial adjustments in accordance with Sleepy's Price Guarantee Policy.

Merchandise may only be exchanged in accordance with Sleepy's Satisfaction

Assurance.” [redacted] expressed se would still file a dispute with her

credit card company and ended the call.

Since we have attempted to resolve [redacted]’s complaint to her satisfaction, we

believe that no further action is required at this time. If I can be of further assistance, please

feel free to contact me 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:

The mattress delivered is not the one I ordered. I ordered a mattress which was to be Plush and instead I received a FIRM mattress which was mislabeled. Since the merchant delivered the incorrect / defective merchandise I demand a FULL refund. You cant deliver a different item then the customer ordered and then insist that you cant issue a refund.

THIS IS THE WRONG WAY TO CONDUCT BUSINESS!

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 regarding [redacted]. As stated in the original response, the accommodation

of a refund would not be warranted in this case. Please see attached pictures

confirming that [redacted] received correct mattress. The merchandise may

only be exchanged in accordance with Sleepy's Satisfaction Assurance, which [redacted] has refused.

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].

Review: When I bought my mattress over two years ago, I was told I could make minimum payments for 24 months with 0%financing because I had excellent credit. Sleepy's finances through GE, and instructed me to automate these payments, which I did. Two years later, I thought I might as well pay off the remaining balance, but when I called I found that the promotion had expired after 12 months, and that GE had been charging me interest over the year, as well as deferred interest, so that what I still owed amounted to practically the total cost of the entire purchase, after making payments for two years. GE never sent me any notice of this change, however, by email or regular mail, so I had no reason to think that the automated payments were not functioning as I had been told they would, to pay off my debt. When I went into the store, the salesman put a great deal of pressure on me and offered this deal as if it were a special offer. While I now feel quite naive, I had no idea that he could lie to customers like this. If you type in "sleepy's ge" it is apparent that this is quite a common business practice, and many others have had the same experience as me.Desired Settlement: I just paid the total balance in order to close this account immediately, prevent any further interest from accruing, and to have nothing further pending that they could manipulate. I would like the deferred interest that I paid on the first year to be returned.

Business

Response:

Case #:

On August

**, 2011, [redacted] purchased from Sleepy’s a Serta Perfect Sleeper queen size

mattress set, a mattress protector and one full/queen size metal frame. Her

total purchase price including tax and delivery fee was $1,350.01, which was

financed through GE Money Bank Card Services.

At the time of the sale, [redacted] received and signed documentation, which

clearly explained the terms of the finance promotion details. [redacted] was

financed for a period of Twelve (12) Months with Payments Deferred Interest.

The promotion states:

On

promotional purchase, monthly payments required, but no Finance Charge will be

assessed if (1) promo purchase paid in full within 12 months, and (2) all

minimum monthly payments on account paid when due. Otherwise, promo may be

terminated and Finance Charges accrued at the Purchase APR will be assessed

from purchase date.

The

Purchase APR as indicated applies to expired promotions and optional charges.

If minimum monthly payments are 60 days past due, the promotion may be

terminated and a Penalty APR may apply. If you receive a change in terms of

penalty rate notice that becomes effective before the delivery/installation

date of your purchase, the new Purchase APR or Penalty APR (as applicable) will

apply to the purchase balance added to your account upon delivery/installation.

Subject to approval by GE Money Bank.

To date

[redacted] has not reached out to Sleepy’s regarding the matter until now. Please

be advised [redacted] must contact GE Financing to settle the account balance

with them. We apologize for any inconvenience and as a goodwill gesture we

would like to offer [redacted] complimentary pillows.

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]

Review: On August [redacted], 2014, I visited the new Sleepy's location on [redacted]. My wife and I found the mattress that we were looking for, and closed down on the deal. There was a bit of a delay in the purchasing process, but low and behold we were on our way our the door with a promise of delivery on Saturday, September *, 2014 between 11am and 3pm. On that Saturday, around 130pm, I called the local Sleepy's asking when my delivery was going to be made and they informed me that they were on their way. I got a call from the delivery driver that he was delivering to an old address that was 4 years outdated in Connecticut! We purchased the mattress in NC, and we went over the delivery address a couple of times at the store that they would be delivering in NC. I immediately went to the store, only to be told that the earliest they could get it to me was the following day, Sunday, September *, 2014 between 3-7pm. I was pretty mad about this, and they also agreed to take $400 off my total purchase price. Now, included in my purchase were 2 nice pillows at 69.99 a piece. The [redacted] sat down in front of me as he happened to visit the store while I was there and told me the pillows were not in stock but he could have them mailed to me and have them to me by Thursday, September **, 2014. I agreed to this as I really wanted the pillows. My witness to this was [redacted], a sales representative at this location. Come Thursday, no pillows were delivered so I called the location again, and the sales rep, [redacted], told me that they were not to be delivered until Thursday, October *, 2014. This contradicted what I was told by a [redacted], so I cancelled the pillows. I then went to the store to get my new ticket minus the pillows, and then [redacted] told me the [redacted], informed her they could be in as early as September **, so again, another lie.Desired Settlement: Since SLeepy's failed to deliver on 2 separate occasions, and lied to me on one of them, I would expect a personal apology for the party held responsible here, the [redacted] that misinformed me of the date of my pillow delivery. From the mistake on the mattress delivery to the lie about the pillow delivery, this is bad business all around. I also want a GUARANTEED discount for a future purchase of pillows, should I chose to use Sleepy's

Business

Response:

Case #: [redacted]

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

On September **, 2014, upon receipt of the consumer’s complaint from your agency the invoice was immediately reviewed.

On September **, 2014, in an effort to honor the consumer’s desired resolution, [redacted]’s [redacted] was contacted on his behalf; where his experience and request for an apology was relayed. The [redacted] was profusely apologetic as to the consumer’s experience, and promptly reached out to [redacted] that same day with a personal apology. Sleepy’s aspires to provide all its customers with not only the highest quality product; but also with exceptional Customer Service/Delivery Service and support worthy of consumer confidence. We sincerely regret that [redacted]’s experience did not meet those standards,

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

Consumer

Response:

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

Sincerely,

The address for this Sleepy's is 225 Daniel Webster Highway, Nashua NH 03060
Telephone # 603-888-1317.
I had visited this store on 10/10/2015 to purchase mattress-box spring--frame & headboard. The person who was helping me stated that I would also be receiving a mattress cover. I truly thought this was a free gift because it was a sale weekend. I thank him for the offer and when I signed the agreement ---I unfortunately didn't check the list of items. He had added the mattress cover to that list. About a month ago I called customer service and place a complaint about this situation. I was told that someone would call me in a couple of days to let me know if the mattress cover would be removed from what I owed. No one called. I truly don't consider Sleepy's a honest business.
Deanna R. Greene

I purchased on King mattress from Sleepys and when delivered it did not fit my bed frame., so the order was refused. We decided to cancel to order because we also had a change of heart. We requested a refund the same day using the tranaction number given to us. We were promised a refund within the next four days. We got no refund. We called again and someone else gave us another approval number and said refund withing four days, still no refund.As of today it has been three weeks and we still do not have a refund. I think this is not the way to do business. I will never purchase anything from Sleepys again. My complaint is with the corporate office that does refunds and not the salesperson.

Review: I ordered a mattress back in 2013 and soon thereafter picked it up from the store.

I made a comment that the mattress was extremely soft for an Ultra Firm. I was told to take it home and try it out. I could file a claim if there was an issue.

Sleepys Invoice Number: [redacted] I filed a warranty complaint. An inspector came out and noted the softness, popping springs, indentations where there should not be. He stated and typed that he recommends a replacement mattress as the mattress failed inspection. But he also said Sleepys never honors he reports and not to expect anything.

Sleepys called and said everything meets the warranty and I expressed that 1 ) The standards were extremely low if it meant standards 2) The inspector found differently and 3) More springs were popping.

I had them send me the inspection report and then reported to them that they fabricated the rport as I watched the inspector type it in and what they send my was NOT what he reported.

I have repeatedly send update requests to mvia their online service link and have yet to get a response from them oin the manner I expressed to communicate to me, via emailDesired Settlement: I am requesting a refund or replacement.

Business

Response:

Case #: [redacted]

On April *, 2013, [redacted] purchased from Sleepy’s a Sealy twin size mattress only along with a mattress

protector. The new bedding was received on April **, 2013.

On August **, 2013, [redacted] contacted Sleepy’s Customer Service Department

claiming that the Sealy mattress was sagging and the coils were making noise. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the merchandise. Sleepy’s

dispatched a third-party independent inspection company to [redacted]’s home and the inspection results revealed that body

impression present in the mattress met the manufacturer’s standards and also

revealed there wasn’t any noise present at that time. Therefore, pursuant to the

manufacturer’s warranty, [redacted] was advised that she was not entitled to a

warranty exchange.

On August **, 2013 and on August **, 2013, our Warranty Support Department

contacted [redacted] to inform her of the outcome regarding the recent

inspection to no avail.

On September **, 2013, [redacted] contacted Sleepy’s Customer Service Department

regarding the warranty claim. [redacted] was advised in accordance with the

manufacturer’s warranty the Sealy twin size mattress met their specifications.

[redacted] disputed this and requested a copy of the inspection results.

As a result of [redacted] stating there is still a possible defect with the

mattress and in an effort to resolve her complaint, Sleepy’s would require [redacted] to have another inspection to determine if the mattress would be defective

under the manufacturer’s warranty.

Please advise [redacted] to please contact me at the number below to coordinate a new inspection. 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:

[Your Answer Here]

What about their lack of response to my several requests I sent via their online messaging tool? They never responded per my requests. I also found the report they sent to me regarding what the inspector found was not what I saw the inspector type into the computer. Neither is what they state in the response what the inspector said to me. I am and have been claiming the report they sent to me was modified for their benefit. I'd like a response regarding the cover up.

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 regarding [redacted].

On May *, 2014, Sleepy’s Customer Relations representative spoke with [redacted] to further review the complaint. [redacted] explained there is still a

possible warranty defect within the mattress. In an effort to resolve [redacted]’s complaint Sleepy's offered for [redacted] to have another inspection.

[redacted] accepted and will follow up once the work is completed on her

apartment.

As we take these complaints very seriously, we will continue

to work with [redacted] to ensure her complaint is resolved. If I can be of any

further assistance or if you should require additional information, please feel

free to contact [redacted] at [redacted]

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

Review: Don't Shop at Sleepys for a new bed. They had a one day only sale on Wed. Me and my fiance arrived at Sleepys ( the mattress professionals) and asked to see the bed in the ad. The sales representative showed us the picture in the ad with air cool memory foam . It LOOKED exactly like the bed I saw in the AD. Well the one we were delivered was not the same bed at all. It doesn't have air cool memory foam or the air cool mesh on the bed. We NOTICED! The bed they gave us is a ordinary firm bed you can get from any cut rate mattress or furniture store. It was a one day only sale. They did the bait and switch scam. A customer service representative ( who is not their on a day to day basis) showed me the bed that was in the advertisement on Wednesday. I laid on the bed. The bed was very comfortable and had a breathable pillow top like memory foam mesh. I told the customer service representative ( who I later found out was a [redacted]) that the bed was really comfortable. I said I'll take it. So me and my fiance made a down payment for half the price of the bed. We came back the on Thursday Sept. [redacted] to Sleepys and paid the balance on the bed. The bed was delivered on Friday the [redacted] of Sept. The bed had none of the features that was in the ad. To make a long story short; the Sleepys representative denied he showed me the bed in the sales ad. And none of the sales people who sold me the bed was there when I came back to discuss the problem. Furthermore, the bed that I was shown, which is the bed that I wanted, was no longer on the sales floor. Bottom line is, make sure that the sales order has the proper description of the bed that you want. Make sure the picture of the bed in the ad and the picture of the bed in the showroom matches. Make sure the sales agent gives you the model number of the bed you intend to buy. That way you can see if he or she is selling you the same bed that is on sale. And furthermore make sure you get a good look at your bed.Desired Settlement: I would like to be supplied with a replacement bed of list price value for the discounted price that was advertised; with no additional fees beyond what has already been paid.

Business

Response:

Case #: [redacted]

Review: Good afternoon,

I purchasd a mattress in February 2013. The bed began to sink in and the perimeter of the mattress seems to have collasped. On December **, 2013 a mattress inspector came out and inspected our mattress. It was deemed not defective. Now May 2014, the mattress continues to detoriate in quality. It is continuing to collapse. I called again today 5/**/14 and spoke to a representative who said if the mattress is still deemed not defective my only choice is to buy a new mattress at a discounted price.

This is totally unacceptable. The mattress is a year and five months old. There is no care or concern given to me in this issue. We paid almost $1,700 for this mattress set that is DEFECTIVE.Desired Settlement: I would like the set to be replaced at no charge as soon as possible. I do not want the same manufacturer.

Business

Response:

Case #: [redacted]

On January **, 2013, [redacted] received a Sealy firm king size mattress set. On May **, 2014, [redacted] contacted

Sleepy’s Customer Service Department claiming that the Sealy mattress was

sagging. Since this was what would be a potential warranty issue, we

coordinated for an inspection of the merchandise. The inspection report

revealed the mattress was up to the manufacturer’s standards and therefore was

ineligible for a warranty exchange.

Dissatisfied with the results of the inspection, [redacted] filed a

complaint with your agency. On June **,

2014, the Customer Relations Department called [redacted] to advise him that the

inspection results have been further reviewed for quality purposes and noticed

that there was an error. Most manufacturer’s

do not cover a border bulge on the side panel of the mattress, however, Sealy happens to cover this under their

limited warranty. We were able to overturn the results and offer [redacted]

Sleepy’s store credit in the amount of $1,033.77 including tax to apply towards another mattress.

Since we resolved [redacted]’s complaint to his satisfaction we believe no

further action is necessary. If there should be any further questions or

concerns, 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: We purchased pillows along with our mattress set. When we wanted to use the pillows they had a odor. They smelled like mold which we were never told about the odor. My husband has [redacted] and [redacted] he could not use the pillows because of the mold smell. The sales person should had said something because he had shown us down pillows and I told him my husband had [redacted]. I called the store because I wanted to return the pillows for a refund and was told I could only have a store credit. I feel we should receive our money because the sale person should have told us about the smell (which they know about this odor) we would have never purchased those pillows. I also called the home office as well. A few times to both places and was told someone would call me back and I am still waiting. In the mean time I looked up information on line about the pillows I find I was lied to as well by the sales men about the price of the them. He told us he would not charge to pick up the old mattress but had to show that on the invoice as $59.97 but took it off the price of the pillows. He said they were $189.99 each but was only charging us $149.99 which was more then the removal charge. Looked on line and saw that the pillow only cost $149.99 each not $189.99 so I believe we should also receive the removal charge back because we were told he wasn't going to charge us and he did. I also wrote to the [redacted] and never heard from him and it's been a week. Can you help us get our money back $349.95 and not store credit. .Desired Settlement: I paid with my credit card but have paid it off because I didn't want to be charged interest and I didn't know how long it would take to resolve this matter, So I would like a refund in cash so I can get it when I return the smelly pillows to the store.

Consumer

Response:

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

Sincerely,

Review: I bought a mattress from Sleepy's 9 months ago. We noticed that there was a bubble at the top of the mattress. After they had an inspection company come out, they deemed it defective. We were told it would be at absolutely no cost to us. We got a voucher in the mail that we had 14 days to use (I don't understand how they put a time limit on it) and we were required to go into a Sleepy's store to use our warranty for the same mattress. At this time, we were told for the first time about the delivery fee of $100 for the mattress. After 9 months, we are required to pay $100 for to replace something that is a manufacturer's defect. I have been on the phone with Sleepy's customer service many times and they refuse to waive the fee and continue to say its a "standard" fee. Then, on top of the whole situation, they then contacted us by email asking for some information and that someone would call us in 24 to 48 hours. Here we are 72 hours later and nobody has called. Nobody has ever disclosed a delivery fee to us when dealing with the warranty and they have been negligent as far as telling us that they would call back and haven't. They then told us that we have absolutely no options of returning the mattress and will just need to keep the old, defective mattress if we do not pay the delivery fee.Desired Settlement: Sleepy's should pay the $100 that they were to charge us for the delivery fee for the new mattress. It has not even been a year since we got the mattress and it should be taken care of by the company.

Consumer

Response:

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

Sincerely,

Review: I purchased two “Contour Select TXLMATT” [twin] mattresses on July **, 2012 from [redacted] at [redacted] that were delivered on/about July **, 2012. Shortly after receiving the new mattresses I informed my sales associate that the mattresses were not comfortable. He asked, in accordance with [redacted]’ “60 Night Comfort Guarantee”, that I use the mattresses for 30 days and, if still not satisfied after the 30 days, then I could exchange them for a different mattress. On ** August 2012 I informed the sales associate that I still wanted an exchange, and on/about September *, 2012 I received one “Contour Select CKMATT” [California King] mattress.

Per the exchange receipt, I am due a credit of $763 due to the price difference between the two TXLMATT and one CKMATT mattress. Before I deployed to Afghanistan in November 2012 the sales associate told me that since I financed the original purchase of the mattresses through [redacted] the amount due would be credited towards the balance of my purchase.

Two years have passed since I exchanged my mattress and, much to my disappointment, I have still not received my $763 credit despite repeated efforts to follow up with [redacted].Desired Settlement: $763 credit applied to my [redacted] credit card issue via [redacted].

Business

Response:

Case#: [redacted]

We have reviewed [redacted]’s

claim

and are pleased to advise the complaint filed

by [redacted] is resolved. On October **, 2014, [redacted] mailed

[redacted] a check for the refund of $763.00 via certified mail. The tracking

number is [redacted].

If we can be of any further

assistance or if you should you should require additional information, please

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

Review: I purchased a Beauty Rest Recharge king mattress and it is defective. It was purchased 4/**/2013 and is dipped on both sides. It is memory foam and is not bouncing back like it is suppose to do. I have been to corporate and to the store, and to the district manager. They will not resolve this matter. It is affecting my hips so that they are stiff.Desired Settlement: I would like to be refunded for this particular mattress and given the opportunity to purchase another one there or somewhere else.

Business

Response:

Case: [redacted]

On April **, 2013, [redacted] received delivery of a Simmons king size mattress and box spring set purchased from Sleepy’s. On June **, 2013, [redacted] contacted Sleepy's Customer Service and claimed that her mattress was defective. Since this was what would be a potential warranty issue, Sleepy’s dispatched a third-party independent inspection company to [redacted]’s home, and the inspection results revealed that her mattress and box spring set met the manufacturer’s standards and therefore, was not defective. Thus, pursuant to the manufacturer’s warranty, Sleepy’s was unable to replace the merchandise.

Upon receipt of this complaint filed with your office, our Customer Relations Department made contact with [redacted] on August *, 2013 and offered her either a second inspection of her merchandise, or partial Sleepy’s store credit in the amount of $1200.00, plus tax. [redacted] may use this credit towards ANY merchandise of her choice of equal or greater value. If the merchandise she selects is of greater value, [redacted] would be responsible to pay the difference in price, plus tax. [redacted] stated that she would discuss the offer with her husband and contact us back in regards to her decision.

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 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.

[redacted]]