Sleepy's

Review: I recently went and looked at mattress at [redacted] in New York. My sales rep was [redacted].

I have never completed a Revdex.com review, but thought that is was necessary this time. I went to look at mattresses and the sales rep lied about a sale ending the day I was looking. I reserved a bed under the pretenses that I could look else where since I was not purchasing the bed.

This Saturday they delivered to my sisters apartment, who I was looking for, when I never even purchased the bed. How can you deliver and put on financing for someone that hasn't even made a purchase?

The sales rep lied and this was one of the worst experiences I have ever witnessed. This sales scam works only because of the chaos of delivering large items in the City - many people, like my sister and myself, are keeping the bed just to spare us the chaos.

This is horrible! It's basically manipulating and cheating a customer out of money. It's comparable to stealing as they purchased a bed for you.Desired Settlement: I would highly suggest I get a percentage off the bed since I am keeping it. The sales rep let me know it was not his fault, but who's fault is it? I would appreciate a percentage off the bed I am keeping, but never purchased.

Business

Response:

Review: In early Jan 2014 I purchased a mattress and base set. Also two pillows and mattress pad. We stressed that it was to be full size because Son's living quarters is small and cannot c fit anything larger than full in his bedroom. Some how after paying for all this which by the way totaled over $4915; the salesman messed the entire order up. He assured me that it would be straighten out by the accounting personal at Sleepys that day. My son ad just gotten ou of the hospital with [redacted] and he is a heart patient as well. He was out for a few days and went back into the hospital. Finally he got out and a new day had been set up for delivery. The morning of the delivery I noticed some changes had been made on our invoice. A queen set up was on its way to my son for delivery. He was very upset and I was very worried abI felt very uncomfortable without him with his trying to get well from his recent ordeal. You see we were never told all sales are final and they do not do refunds. I found this out today when I went to return a full sized frame I bought for another son which was part of the same order. The salesman put me on the phone with customer service rep and the young man told me they did not do refunds. Later he called my home and confirmed that is what his 'higher ups' said. So buyers please be aware. I got wonderful service from Cardi's on two other beds and they threw the frames in for free. They did not know of my nightmare with Sleep;s. Neve again!I would like a refund for te full size frame.Desired Settlement: refund of full sized frame.

Business

Response:

Case #: [redacted]

On

January *, 2014, [redacted] made a purchase of a Tempur-Pedic queen size

mattress and box spring, along with a queen size bed liner, a metal frame and

some pillows. Delivery took place on January **, 2014. The metal frame purchased

would be used for other bedding [redacted] would purchase from elsewhere.

On

February *, 2014, [redacted] returned to the local showroom stating she did

not need the frame and would like to return. The Mattress Professional contacted

our Customer Service Department to

inquire if [redacted] could return the frame. Sleepy’s provided [redacted] at

the completion of her purchase a copy of our Terms and Conditions which states

in clear and concise language that Sleepy’s has a “No Return” policy in place.

The Sleepy’s Terms and Conditions, also states “No refund will be offered after

delivery, with the exception of partial adjustments in accordance with Sleepy's

Price Guarantee Policy.” Therefore the request was denied.

Upon

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

Department reached out to [redacted] explained she no longer

needed the frame, which was still unopened due to the bedding she purchased

elsewhere had come with a frame. As an accommodation to [redacted], we offered

to have her return the frame back to her local showroom and offer her a full

refund reflective of the purchase price paid for in the amount of $54.99, plus

tax. The return was completed on February **, 2014.

Since we have satisfactorily resolved [redacted]’s complaint,

we believe that no further action is required at this time. If you have any

further questions please contact [redacted] at [redacted] or at ###-###-####.

Consumer

Response:

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

I want to clear up a mistake by Sleepys. We ordered a full size bedding set. The clerk messed the order up so he had to have it redone by the 'Accounts Dept. y son had went back into the hospital so delivery had to be delayed. Our main concern was with my Son's health. Sleepys is saying we ordered a Queen et and paying for it. I am saying we ordered a full set and the clerk was told why. So if I ordered a full set and he says I ordered a Queen set ?they cost the same? Also they said that I bought the other frame because I was buying a mattress from another store. Wrong! I bought the frame for my other Son who mattress set needed it and that bedding is about 10 years old. I actually ended up buying 4 more bedding set as gifts to my family from another store who threw in the frames for free. THad I been trehat why I did not need the frame I purchased from Sleepys. Food for thought...had I been treated fairly and honestly Sleepys would have had all my business. But they did not and that is WHY I purchased bedding elsewhere. Also for the record after me going to Revdex.com and their help, I was able to get a refund. Thank you! I have no further business with them.

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

Sincerely,

Review: we bought a bed from sleepys in DP ny. It is only 8 months old and its saggy and it has a dip in it. my back is killing me every single day and its not fair, that they are not helping me a paying customer. this is not good every day my wife and I get up in extreme pain. If I told you how much money we spend in tylenol and motrin every day you would be astonished. They send us a bed check kit and they said it needs to be 1 1/2 inches dip. never in my life did I ever hear of this, we had a problem years ago with [redacted] mattres and they send someone out too look at it and replaced the bed at no charge. now your company is telling us that we need to pay for another bed or wait until it goes to a dip and sag of 1 1/2 this is unexceptable u are basicly telling us to sleep on this bed till it gets worse and then you are not going to pay for a new one. we want a full replacement of the bed if you plan on getting payed for this. this seems to be the only way to get what we want sleepys said they would give us an enployee discount on a new bed no again unexceptable. you need to rectify this issue for us. im tired of geting up in the am tired and in paina dn taking tylenol. Please do something for us we are 39 yrs old and 44 yrs old. please look into this issue.Desired Settlement: I will never by from sleepy's which is suppose to be a very highly respected business, and will tell my family and friends never to by from there either I dont think we are being un fair for an exchange of a mattress the customer is always right not here im also willing to lose my credit score to 0 for not paying the bill. I want a refund of 600 which I payed for the bed and ill be happy

Business

Response:

Case ID# [redacted] On May *, 2015, [redacted] received delivery from Sleepy’s of a queen size Sealy mattress and box spring set, mattress protector, a metal frame and two pillows. On December **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that her Sealy mattress was sagging. Since this was what would be considered a potential warranty issue, we coordinated for a Home Inspection Kit to be mailed. [redacted] would be required to conduct an inspection of the possible defect being reported by taking the necessary photographs and measurements and completing a questionnaire. Upon receipt of the photos submitted by [redacted], it was concluded the mattress met the manufacturer’s standards and therefore was ineligible for a warranty exchange. [redacted] was advised that she was not entitled to a replacement. Pursuant to the terms of the manufacturer’s warranty, which states, “The Limited Warranty EXCLUDES: normal body indentations or sagging (not associated with sag in foundation) of less than 1½" for Latex or Innerspring mattresses, or less than 3/4" for Memory Foam mattresses, is not covered.” The manufacturer’s warranty card is included with the delivery and it is important that the consumer reviews the manufacturer’s warranty thoroughly so they are aware of their guidelines. Upon receipt of [redacted]’s complaint filed with your agency, a Customer Relations Representative reached out to discuss her warranty concerns. Although the inspection results determined the mattress was not defective, [redacted] was offered a corporate discount toward the purchase of a new mattress of her choice. [redacted] refused the offer and requested a replacement set be provided without accruing any additional expenses. While we are aware of [redacted]’s dissatisfaction, the manufacturer’s guidelines must be adhered to and the one and a half inch measurement must be present to validate a manufacturer defect. Since [redacted] has refused the offer of a corporate discount, she can opt for a second inspection in ninety days. As we take these complaints very seriously, we believe that no further action is required at this time. Should [redacted] reconsider our offer, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Review: Prior to going into the Sleepy's store in question, I visited sleepy's in [redacted] and tried out several beds. I explained to both stores customer service representatives the importance of choosing a bed that would be comfortable for both myself and my husband (a New York city Police Officer) who needs to rest easy when his shifts end.

After several visits and conversations with the customer service representatives I was prepared to purchase a bed both myself and my husband would be able to sleep well on. So far the service at Sleepy's seemed proffessional and I trusted that I would get a product of quality.

On Saturday, January *, 2016 I went into the Sleepy's mattress store in [redacted] and spoke with a representative (Rob) My husband and I were trying to decide between a queen or a king sized mattress in addition to the type of mattress we were going to purchase. I had brought along with me my best friend, and a niece to assist my husband and I. Rob spoke with my family in addition to my self encouraging them to encourage me to simply try the bed for 30 days and see if I liked it. In addition, he stated that if I did not like the bed that I may return it and get a full refund. "No question asked " he insisted. This made me feel comfortable because the risk seemed non existing.

I felt satisfied on Saturday and planned for the bed to be delivered the following week.

I sleep on the bed for only one night before I realized that the bed was not going to work for either myself or my husband as the bed was unable to recline and lay flay simultaneously. If my husband prefers a reclined position while I prefer to lay flat, this bed is never going to satisfy that. Rob neglected to inform me of this fact instead he re enerated that fact that the bed may be returned in 30 days or less. As my husband explained his need for the reclined position due to neck pain , Rob said don't worry, try the bed. So we did.

The following week we spent hours on hold waiting to be attended to by a customer service representative. (to no a vail) I bagan to panic as I was unable to get in contact with anyone from the company so I drove up to the store to have a face to face with one of the "nice" representatives that I had met in the weeks prior to the purchase of the bed.

On January *, 2016 I was met with a glance up from the computer by Rob who was with another customer when I arrived at the store. I

approached the store manager who the redirected my best friend and I back to Rob. We waited for Rob and explained the situation but Rob caled another supervisor but ultimately they stated there was nothing they could do and that I should try to give the base to another family member or sell it on [redacted].

This situation is very unfortunate, I feel duped and disrespected and helpless. In addition I am out of 4,523.67 and Im not able able to sleep at all.Desired Settlement: I would like a full refund as I was mis lead when I purchased the bed.

Business

Response:

Case #: [redacted]On January *, 2016, [redacted] received delivery from Sleepy’s of a Tempur-Pedic Cloud Supreme queen size mattress, two pillows (2) and (1) one adjustable queen size bed bases. Sleepy’s and Tempur-Pedic extends to our customers a ninety-night (90) home trial period. On January **, 2016, our Warranty Support department was contacted and the first initial request to return the adjustable bed base was made. Sleepy’s and Tempur-Pedic extends to their customers a ninety-night (90) home trial option. If they chose to exercise the option of returning the mattress ONLY during the trial period, they would incur a fee of $175.00 return to return the mattress as well as the cost of the promotional accessories provided as a condition of the purchase. This would be debited from their total store credit amount. The Ninety-night trial only applies to Tempur-Pedic mattress purchases (excluding adjustable foundations/frames). Adjustable foundations/frames, pillows, cushions, and accessories do not have a trial period.” On January **, 2016, the consumer phoned into our Warranty Support Department once again at this time requesting to escalate to a member of our Management Team. The supervisor on duty immediately assisted the consumer and reiterated to the consumer that bases were unfortunately; non-returnable, non-refundable and non-exchangeable. The consumer dissatisfied with the established policy requested to speak with the assisting supervisor’s superior. The same day the consumer’s requested was honored and the assistant manager attempted contact with the consumer to no avail. As a result a detailed message was left. On January **, 2016, the consumer phoned into our Warranty Support department once again with claims of not being contacted by a manager. The assisting representative brought it to the consumer’s attention of the Assistant Managers prior attempt to reach her. In an effort to provide immediate assistance the Assistant Manager immediately took the call. In spite of the established policy on adjustable bed base the Assistant Manager on our recorded line extended to the consumer the option of exchanging her adjustable bed base from one whole queen adjustable bed bases to two split bases which will provide the consumer the option of operating the bed bases independently. The consumer was advised this accommodation must be completed by January **, 2016. To date the consumer has not taken advantage of the offer which has since expired at this time. On January **, 2016, a member of our Customer Relations Department discussed with Angelina the expired accommodation time frame as well as the established policy which details adjustable bed bases being unable to be returned, exchanged or refunded. Unfortunately; the consumer was unable to complete the call at that time. We were surprised to receive this complaint from your office considering an out of policy resolve was proposed and was never taken advantage of by the customer. At this time we are unable to offer a refund and/or exchange of the adjustable bed base. If I can be of any further assistance or should you require additional information please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I called today to cancel my order. I placed the order on 2/**/16, along with a 10% down payment, and was told I could call and cancel at any time. When I called today to cancel the order, I was told that I cannot cancel the order immediately. Rather, I must wait 1-3 days until a supervisor can call me. They decide if I can cancel the order. Assuming they "allow" me to cancel the order, I must wait many more days to receive my refund.Desired Settlement: I wish for Sleepy's to cancel my order, refund my 10% down payment, and stop this ridiculous cancellation policy immediately.

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. However, I do feel that their practice of refusing to cancel orders until reviewed by a regional manager is unacceptable.

Sincerely,

Review: I purchased a [redacted] Posturepedic firm Queen mattress and box spring on March **, 2015. Since that time, they have replaced my mattress 3xs. Each time I called about my mattress sinking in on one side and they replaced the mattress. However after the 3rd time, I told them I wanted a new mattress. They sent out an inspector who measured the mattress and reported his findings to Mattress Discounters. Apparently after two to three weeks of sleeping on this mattress, it had lost 1/4 " of its firmness. The other side of my bed felt as if I was rolling up a hill to get there. After three mattresses sinking in and losing its stability, I called and asked for an upgrade or my money returned. Mattress Discounters said they would not do that as that is not their company policy. When I looked into contacting [redacted], they said they don't guarantee the mattresses, the store that sells them does.I contacted Mattress Discounters Corporate, and they said there was nothing they could do. When I spoke to [redacted] at corporate, he said and I quote' wait about another few months and then the mattress will have sunk enough for you to get a new mattress'. Obviously he knows that his mattresses don't last. I was horrified and shocked when he actually gave me his name.I am so unhappy and wake up in pain each morning from sleeping on this product. I had less discomfort from my 10 year old mattress that I replaced the new one with.Please help me get this matter resolved.Regards. [redacted]Desired Settlement: Refund

I want my money back to buy a different brand of mattress at a different company.

Business

Response:

Case #: [redacted]Mattress Discounters is in receipt of your inquiry regarding [redacted].On March **, 2015, [redacted] visited her local showroom and made a purchase of a [redacted] Posture-pedic queen size queen mattress, box spring and one jumbo pillow. The consumer’s delivery was scheduled for March **, 2015, between the hours of 2pm-6pm (see attached). On April **, 2015, the consumer contacted our Customer Care Department with claims of the mattress sagging. As an accommodation to the consumer the mattress was exchanged without the required inspection. The exchange was completed on April **, 2015 (see attached).On May *, 2015, the Mattress Professional in [redacted]’s area phoned in on the consumers behalf and advised the consumer may have a warranty concern. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer to capture and depict the areas of their concern. This in-home self-inspection process is provided to all consumers in regards to warranty claims and requires completion to evaluate the merchandise in question.On May **, 2015, the consumer phoned into our Customer Care Department with claims of being unable to complete the required in-home self-inspection; due to lack of assistance. As an additional courtesy to the consumer a vendor inspection was coordinated via US Quality a third-party independent inspection company. Upon completion of the merchandise evaluation, it was concluded by the inspector based on his findings; the customers merchandise was in fact performing up to the manufacturer standards. Therefore; pursuant to the manufacturer’s warranty [redacted]’s request to exchange her mattress was denied (see manufacturer’s warranty). On June *, 2015, the customer was contacted by our Warranty Support Representative where the results of the inspection were relayed. The consumer was advised the merchandise was currently performing up to the manufacturer standards and has not met the required one and a half (1 ½) threshold. [redacted] was advised at this time; she is currently not eligible for a warranty exchange. The customer was advised she has the option of inspecting the mattress at a later time which will allow additional body conformity to occur. The consumer disconnected the line.On June *, 2015, the same day the consumer contacted our Customer Care Department again and requested to speak with a member of our Management Team. Our management team reminded [redacted]; the merchandise was in fact operating up to the manufacturer standards and at this time could not be exchanged under warranty. However; as an alternative option the offer of accommodating pricing is available as an alternative and immediate resolve. The customer declined the offer and advised she was filing a complaint with the Revdex.com and disconnected the line. The manager attempted contact with [redacted] again after the disconnected call and again the line was disconnected. The manager was unsuccessful in continuing the discussion with [redacted].While we are aware of the consumer dissatisfaction unfortunately; we are unable to offer an exchange outside of the manufacturer’s warranty. [redacted] has the option of:1. conducting another inspection at a later time 2. accepting the offer of accommodating pricingAt the time of delivery the consumer received a copy of the manufacturer’s warranty which does not allot for refund. The manufacturer warranty states in clear and concise language: “normal body indentations or sagging (not associated with sag in foundation) of less than a 1 ½ for latex or innerspring, or less than ¾” of memory foam mattress, is not covered.” (see attached). The above will remain available options for the consumer; she can utilize the contact information below to coordinate either option. Since have reviewed [redacted]’s complaint as well as offered resolution and reference (manufacturer’s warranty), we believe no additional responses are required at this time. However, if I may be of further assistance please contact [redacted] at ###-###-#### or [redacted].

Business

Response:

Case #: [redacted]Mattress Discounters is in receipt of your inquiry regarding [redacted]On March **, 2015, [redacted] visited her local showroom and made a purchase of a [redacted] Posture-pedic queen size queen mattress, box spring and one jumbo pillow. The consumer’s delivery was scheduled for March **, 2015, between the hours of 2pm-6pm (see attached). On April **, 2015, the consumer contacted our Customer Care Department with claims of the mattress sagging. As an accommodation to the consumer the mattress was exchanged without the required inspection. The exchange was completed on April **, 2015 (see attached).On May *, 2015, the Mattress Professional in [redacted]’s area phoned in on the consumers behalf and advised the consumer may have a warranty concern. Since this was what would be a potential warranty issue, an in-home inspection kit was provided to the consumer. This enables the consumer to capture and depict the areas of their concern. This in-home self-inspection process is provided to all consumers in regards to warranty claims and requires completion to evaluate the merchandise in question.On May **, 2015, the consumer phoned into our Customer Care Department with claims of being unable to complete the required in-home self-inspection; due to lack of assistance. As an additional courtesy to the consumer a vendor inspection was coordinated via US Quality a third-party independent inspection company. Upon completion of the merchandise evaluation, it was concluded by the inspector based on his findings; the customers merchandise was in fact performing up to the manufacturer standards. Therefore; pursuant to the manufacturer’s warranty [redacted]’s request to exchange her mattress was denied (see manufacturer’s warranty). On June *, 2015, the customer was contacted by our Warranty Support Representative where the results of the inspection were relayed. The consumer was advised the merchandise was currently performing up to the manufacturer standards and has not met the required one and a half (1 ½) threshold. [redacted] was advised at this time; she is currently not eligible for a warranty exchange. The customer was advised she has the option of inspecting the mattress at a later time which will allow additional body conformity to occur. The consumer disconnected the line.On June *, 2015, the same day the consumer contacted our Customer Care Department again and requested to speak with a member of our Management Team. Our management team reminded [redacted]; the merchandise was in fact operating up to the manufacturer standards and at this time could not be exchanged under warranty. However; as an alternative option the offer of accommodating pricing is available as an alternative and immediate resolve. The customer declined the offer and advised she was filing a complaint with the Revdex.com and disconnected the line. The [redacted] attempted contact with [redacted] again after the disconnected call and again the line was disconnected. The [redacted] was unsuccessful in continuing the discussion with [redacted].While we are aware of the consumer dissatisfaction unfortunately; we are unable to offer an exchange outside of the manufacturer’s warranty. [redacted] has the option of:1. conducting another inspection at a later time 2. accepting the offer of accommodating pricingAt the time of delivery the consumer received a copy of the manufacturer’s warranty which does not allot for refund. The manufacturer warranty states in clear and concise language: “normal body indentations or sagging (not associated with sag in foundation) of less than a 1 ½ for latex or innerspring, or less than ¾” of memory foam mattress, is not covered.” (see attached). The above will remain available options for the consumer; she can utilize the contact information below to coordinate either option. Since have reviewed [redacted]’s complaint as well as offered resolution and reference (manufacturer’s warranty), we believe no additional responses are required at this time. However, if I may 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 have determined that my complaint has NOT been resolved because:

As I mentioned in the past, there was a [redacted] that I spoke to and told me to wait another couple of months and the mattress will probably be at 1 1/2" and I can have the mattress replaced. This tells me that the mattress I faculty and is expected not to last more than 6-8 months. I am dumbfounded how management can say this to me and it is on record, but they will not refund my money and take my mattress away.Please be advised this response is not acceptable to me. I would consider waiting another few months, but I was told that an Inspector would not be able to return to my house until a year from when he first came to my house... which was about two months ago.Respectfully,[redacted]

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

Sincerely,

Consumer

Response:

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

As I mentioned in the past, there was a [redacted] that I spoke to and told me to wait another couple of months and the mattress will probably be at 1 1/2" and I can have the mattress replaced. This tells me that the mattress I faculty and is expected not to last more than 6-8 months. I am dumbfounded how management can say this to me and it is on record, but they will not refund my money and take my mattress away.Please be advised this response is not acceptable to me. I would consider waiting another few months, but I was told that an Inspector would not be able to return to my house until a year from when he first came to my house... which was about two months ago.Respectfully,

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]. Unfortunately; our offer and position remains the same. We are unable to offer an exchange on the manufacturer’s merchandise that has not been deemed defective. If the consumer is dissatisfied with the merchandise currently in her home an in-home self-inspection can be completed. This enables the consumer to capture the areas of concern for review of manufactural or structural defects. Without submission of this information we are unable to assist in validating any warranty claims. As mentioned the offer of accommodating pricing is still available to the consumer which reflects a deep discount on a newly selected set of bedding. Since have reviewed [redacted]’s rebuttal as well as reiterated the available resolutions, we believe no additional responses are required at this time. However, if I may be of further assistance please contact [redacted] at ###-###-#### or [redacted].

Business

Response:

Case # [redacted] Sleepy’s is in receipt of the rebuttal regarding [redacted] Unfortunately; our offer and position remains the same. We are unable to offer an exchange on the manufacturer’s merchandise that has not been deemed defective. If the consumer is dissatisfied with the merchandise currently in her home an in-home self-inspection can be completed. This enables the consumer to capture the areas of concern for review of manufactural or structural defects. Without submission of this information we are unable to assist in validating any warranty claims. As mentioned the offer of accommodating pricing is still available to the consumer which reflects a deep discount on a newly selected set of bedding. Since have reviewed [redacted]’s rebuttal as well as reiterated the available resolutions, we believe no additional responses are required at this time. However, if I may 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I had an inspector come to my home and indicated to Mattress a Discounters that the bed had sunk in but not the percentage that would allow a return. However I was told by [redacted]Fusco to 'give it a couple more months and it evil probably have sagged further, and you could get a replacement mattress".

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I had an inspector come to my home and indicated to Mattress a Discounters that the bed had sunk in but not the percentage that would allow a return. However I was told by [redacted] to 'give it a couple more months and it evil probably have sagged further, and you could get a replacement mattress".

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

Sincerely,

Review: I spoke to the salesman on purchasing a clearance sale Tempur Pedic mattress on [redacted] 2/**/15 with my brother. I specifically asked him why the tempur pedic is on clearance, and he told my brother and I that they are changing the tempur pedic model to "newer version with new covers," that's why the "older versions are going on sale" and how "I was in luck because they only have a few in stock, and will probably be gone by the weekend." I said okay thank you, I would like to order one and we purchased a tempur pedic queen mattress that day. [redacted] also said that there will be a delivery charge on the mattress, and I said no thank you, I will pick up the mattress once it's ready here at the store instead to avoid delivery charges. He said okay and will call me back. He called me back the next day and said he can deliver the mattress free of charge. again not stating that it is the floor model. Upon delivery, we opened the mattress package, and saw the stains and filthy mattress. I was appalled that I was sold a used mattress when the salesman in fact told us he had a "few in stock," meaning to me that a new one was on the way to my house. This is absolutely deceiving practice. We paid a total of $1163.00 for a new whole queen mattress/box spring and two pillows/cover. Not once was it mentioned to us consumers that we are getting the USED FLOOR MODEL. He insisted it was a clearance because tempur pedic bed was getting a newer version so they were getting rid of their old versions of the tempur pedic beds left.I spoke personally to[redacted] regarding this matter, and he blatantly said that because my mattress is a "CLEARANCE, it's automatically the FLOOR MODEL, and that I should've known that." I completely disagree because we are not all "MATTRESS Professionals" or sales person. I asked him specifically why the mattress was on sale, and he did not disclose any information that the mattress he was selling us was indeed a floor model.Desired Settlement: According to their SLEEPYS return POLICY..."Refund Policy Faulty Goods, Refunds, exchanges and repairs will not be provided after delivery has occurred unless the item is faulty, not doing what it's supposed to do, significantly different to that shown or described to you. If you believe an item is faulty, we may need to have the item assessed by the manufacturer to determine whether or not you are entitled to an exchange, refund or repair. If goods are found to be faulty, damaged or incorrectly dispatched, Sleepy's reserves the right to replace, repair, refund monies, or a credit voucher towards a further purchase. We do not want store credit. Why should I keep my money in an unethical store that practices deception. We would have to pay even more to get an item comparable to the discounted Tempur Pedic we thought we were buying. Clearly, we were deceived into buying a discounted product with delivery of a faulty product. Now, the company expects to only gives us a stor

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon receipt of this complaint from your office [redacted]’s invoice was accessed. Our records indicate there is an exchange currently pending in our computer system displaying OR [redacted] can provide a convenient date and time we can remove the Tempur-Cloud currently in her home and issue a refund for her invested amount of Tempur-Cloud- $699.00Tempur-Pedic Box spring-$140.00Queen size bed liner-$69.99_______________________ $908.99, plus tax (see attached invoice) The consumer also purchased two Love My Pillows for $79.99, each unfortunately; pillows that have been utilized are non-returnable/ non-refundable. [redacted] may contact the District Manager directly that has been assisting her with potential resolution to discuss removal options. Since we have reviewed [redacted]’s complaint and offered a resolve we do not believe any further responses are required. If I can 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 will be resolved pending my refund of $908.99 from Sleepys. I spoke with [redacted] (mattress contact) & District manager [redacted] at [redacted], and there will be no exchange on the mattress only the full refund of 908$ once they pick up the mattress, box spring and bed liner from my house on [redacted] March **,2015. Please do not close my case until they (Sleepys) have issued me the monetary refund back to my credit card. Thank you Better Business beaureu for your help.

Sincerely,

Review: I called the sleeps 800 number and opened up a claim, they sent a guy out to inspect the mattress. During his visit he took pictures of the mattress sagging, the opening of the stitches and the squeaking of the boxes and said it was poorly made my the manufacturer. A day later I received a call from sleeps stating they are unable to honor my warranty due to a stain on the mattress and that I was only getting a 200.00 store credit. The mattress was poorly made and should be replaced, the satin should not void the warranty as the stain has nothing to do with how the product was manufactured. During my purchase the sales rep never mentioned a stain to void the warranty and we were not given any notification of the warranty guidelines. This is a complete rip-off.

The [redacted] group is horrible to deal with. My warranty should be honored, I’m asking for a replacement or at least for [redacted] repair my mattress and boxes I currently have. By offering me a 200.00 voucher they are limiting what should be done.

Very dissatisfied.Desired Settlement: I would like for my warranty to be honored, and to either replace or repair both the mattress and the boxes. I should not be limited to, use a 200.00 store credit. I think as a valued customer that’s the least they can do, when they clearly manufactured a defected product. This has been an ongoing issue and I would like to have it resolved ASAP.

Business

Response:

Case #: [redacted] On April **, 2015, [redacted] contacted Sleepy’s Customer Service Department claiming that the [redacted] king size mattress purchased from [redacted] was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results revealed that although the measurement taken met the manufacturer’s standards for replacement, the mattress also showed signs of blemishes which automatically voided the manufacturer’s warranty. The report also revealed the box springs were making noise. Pursuant to the terms of the warranty, which states “The limited warranty does not apply to: bedding with fabric stains, soiling or burns will make the warranty null and void.” As a result, Sleepy’s approved credit for the box springs only.Upon receipt of the complaint filed with your agency, the Customer Relations Department of Sleepy’s spoke with [redacted] on May **, 2015, and offered a corporate discount on any new bedding of her choice in addition to the credit already being given for the box springs. [redacted] agreed to the offer and will call back at her earliest convenience with a few models of bedding she is interested in to receive the discounted pricing.If there should be any further questions or concerns, please contact [redacted] at ###-###-#### or [redacted].

Review: I have bought a bed and had a defective product an they replaced it .well the replacement that I got is a no dip no flip mattress and I was told it was a step up from my original bed an a better model . I am having issues within 6 to 9 months replacement ,I called an had an inspection twice . sleep's is telling me that the box springs are defective not the mattress and that they will only replace the box springs not the mattress .well my back is killing me and the mattress has dips an the box springs dip also when telling them the warranty on this bed needs to be met and that the support is gone in my mattress I got told only the box springs will be replaced an I will be charged a delivery fee for them replacing there defective product. Which I feel is a horrible way to do business if your replacing a defective merchandise.

further more in doing the research on this kind of bed I have found that id the support system fails replacing the box springs will not fix the dips and humps in the mattress . also in doing research I have found many complaints similar to mine with this model and brand of mattress

there are 84 complaints with consumer affairs about sterns and foster mattresses .

on the web site

[redacted] the dead.com there is a rating of a d on this mattress

on consumer affairs there is 14,122 complaints about sleep's

model of mattress set Cora king lxf estate collection (current bed )

original mattress (Michaela uf ) defective

paid 2,102.51

was only credited for 1,828.63 when replacement was given

and charged for discarding of original bed also ...

I am soon going to have to seek a medical professional to relive my back pain from this mattress if nothing is done .Desired Settlement: a refund of my moneys of 2,102.51 that I have paid sleepys for a bed that was suppose to meet standers that they stood behind

or a replacement that will meet there garuntee that they advertise ... that will not have defective issues

Business

Response:

Review: Purchased a twin mattress/box spring set in [redacted] store with the understanding that they would take our old set for disposal.

Sales person was named "[redacted]".

Because we liver closer to [redacted] made arrangements for us to pick up our purchase in [redacted] and told us to drop off the old set in [redacted] when we were next in town. We travel to [redacted] a couple of time a week. My wife was in [redacted] today and drove to the store to drop off the old mattress/box spring. [redacted] was not working today. The person in the store told my wife that Sleepy's does not take used merchandise, that it is against the law. We called Sleepy's customer service. Got the same story from "[redacted]". Ask to speak to a manager. Transferred to "[redacted]". [redacted] advised the same and could not help us out any further. We feel we were misled by Sleepy's. In order to make a sale, they made a promise they could not keep. When asked about a return policy, [redacted] advised that Sleepy's has an exchange policy and does not take merchandise back for credit. We've been lied to and taken advantage of.Desired Settlement: Sleepy's should make arrangements to take our old mattress and box spring off our hands.

Consumer

Response:

I made contact with the company president to explain the situation. I received a prompt phone call from an assistant who resolved the matter to my satisfaction. 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: On 1/**/2014,I bought a queen mattress, bedliner, and Sto-A-Way storage queen box from Sleepy's Knightdale NC store and also paid for delivery and set-up. The items were delivered and set up the next day.I discovered that the storage queen box appears to have been damaged by some kind of liquid prior to delivery as evidenced by stains the entire length of the box surface on one side, and at the foot of the box on the opposite side, all about a foot from the edges of the box. This damage was not apparent immediately and could not be seen at delivery since the deliverymen set up the purchase and the mattress covered the damaged box. The damage was not visible until the mattress was removed.Once the damage was discovered, I contacted the salesman, [redacted], who handled the purchase about the problem on several occasions(7/**, 7/**, 8/**, 9/**, and 9/**/2014). On 7/**, [redacted] said he would contact the [redacted], about the warranty and call back. After no response, I called again on 8/**. [redacted] said the warranty was not valid for the issue if not reported at delivery. I explained that the damage discovery was delayed because of setup at delivery. He said he would see what else could be done possibly to include sending an inspector.After getting no response, I attempted to contact [redacted] again on 9/** and reached him on 9/**; he sated that he was told that the mattress would not sustain damage due to box frame damage and there was nothing they could do.On 9/**/2014, I called customer service and was told that they could possibly offer a $200 discount towards the purchase of a new box.On 10/**/2014,I wrote to Sleepy's headquarters in New York, outlining my complaint. On 10/**, [redacted] called and said there was little they could do since the damage was not reported at delivery. She asked me to e-mail pictures of the mattress which I did on 11/*. She called back and said since there was no damage to the mattress, she would only offer $75 towards merchandise.Desired Settlement: Refund I am requesting a $360 refund to my credit card for the damaged box. I paid for a box that I expected to be new and undamaged. The $75 Sleepy's merchandise offer does not resolve the issue. The problem is the damaged Sto-A-Way Box, not the mattress. I cannot use the box for its intended purpose, to provide extra storage and support for the mattress. It would not be safe to store anything in the drawers without knowing what liquid was sprayed, leaked, or dripped ont

Business

Response:

Case# [redacted] On January **, 2014 [redacted] accepted delivery of a Simmons queen size mattress and a sto-a-way box spring. OnSeptember **, 2014, the customer contacted our Warranty Support Department tofile a warranty claim due to stains that she discovered on her box spring uponmoving her mattress. The customer contends that when her set was delivered shedid not inspect the pieces. She feels that the box spring was delivered in thatcondition. We were unable to honor customer’s request for an inspection becausestaining is not covered by The Limited Warranty.As is customary, we advised [redacted] that her warranty was voided due to the reported stains. We extended a CorporateDiscount to the customer towards the purchase of another sto-a-way foundation. On October **, 2014, we received a letter inour Corporate Office from [redacted] expressing her dissatisfaction with thebox spring. She is absolute in her belief that the box spring was delivered inthat condition. We received photos from her on November *, 2014 showing thestains on the box spring. On December *, 2014, one of our Specialistsspoke with her and advised that while we cannot offer her a refund or replacethe box spring for free we would be willing to send her a set of pillows as acustomer service gesture. We further advised her that we will reinstate herwarranty and will note her file so that this does not affect any future claimthat she may have in the future. Upon receiving the complaint filed with yourAgency, we reached out to the customer on December **, 2014. We reviewed hercomplaint. We advised customer that it is regrettable that she did not inspectthe merchandise when she received it. We reminded her that her signature on herinvoice serves as notice to us that her merchandise was acceptable upondelivery. After further review we offered customer a new box spring ataccommodation pricing of $180.00 plus tax. We have also offered a reduceddeliver fee of $20.00. [redacted] will contact us in a few days to let us knowif she will accept the offer. If I can be of any further assistance, or if you should require additional information,please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here: I should not have to spend additional money for more company products to resolve the issue. I have requested a refund or replacement of the damaged merchandise. The company offered a $180 credit towards the purchase of a new box requiring additional funds from me for a replacement. If a full replacement of the damaged box is not offered, a (credit card or cash) refund in the amount of $180, the credit amount offered by the company for a new purchase, would be acceptable.]

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

Sincerely,

Business

Response:

Case# [redacted]We are in receipt of [redacted]’s rebuttal regarding her complaint. Customer is not entitled to a refund. Our “No Refund Policy” is duly noted under our Terms and Conditions located on our invoice which the customer received notice of. Also her signature on the invoice gives notice that her merchandise was inspected and acceptable to her at the time of delivery. We cannot ascertain when or how the box spring was damaged and this is further exacerbated by the length of time the customer reported the damage to us. Customer received delivery on January **, 2014 and reported the damage to us on September **, 2014. Taking all the facts into consideration we have attempted to meet the customer halfway. This box spring normally retails for $749.99 plus tax; customer was offered a substantial discount at the time of purchase and we are further offering her an additional discount to replace this merchandise. The accommodation price that we offered to replace the merchandise is $180.00 plus tax. Stains normally void a manufacturer’s warranty; because the stains do not appear to affect the integrity of the product we advised the customer she could continue its usage. However if she makes a warranty claim in the future the reported stain will not void her warranty as is customary. Our offer is final. We request your assistance in asking the customer to review all the issues that played into our decision If we can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here I believe that I am entitled to a refund or replacement because I was not aware at the time of purchase that any discount provided was for damaged merchandise. The damage was not apparent immediately upon delivery since the products were set-up by the deliverymen and the mattress covered the stains on the box. The location and outline of the stains on the box, and no stains on the mattress or cover, indicate that such damage to the box could not have occurred with the mattress on top of it.Prior to September 2014, since July 2014 (when the mattress was removed and the box damage was discovered) I had contacted Sleepy's staff at the store where the purchase was made several times over the following months in an attempt to resolve the issue. During one phone call, the salesman said that it may be possible to have an inspector examine the product. That never happened. I contacted the corporate office for assistance in September after failing to get a resolution at the local level. ]

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

Sincerely,

Review: I purchased a Sterns & Foster Shantal queen size euro pillow top plush mattress on April **, 2013. Due to hurricane Sandy, I was displaced and had the mattress delivered to my home, where I stored it until I was able to move back. I have returned and immediately notice what I thought was a defective mattress on or about June **, 2013 at which time I called Sleepy's to file service request.

Fast forward the tech came out yesterday July **, 2013 to do the inspection which he did and will submit his findings. However this morning July **, 2013 upon closer inspection of the mattress I noticed the mattress is a display model with the "PLUSH" on one side and "FIRM" on the other label affixed to it, hence the reason I thought it was defective.

I called Sleepy's customer service to inform them and to request an exchange for the correct mattress only be told I was incorrect and they do not sell the mattress in that manor and therefore they would give a store credit for me to go to purchase another and they could not do an exchange for the mattress I purchased.

Also I would need to go to the store for any additional information. I called the [redacted] NY store where I originally made the purchase, I spoke with [redacted] who was dismissive and uncooperative to further assist me.

I then called back customer service where I requested to speak with a supervisor/manager to have my call escalated. I spoke with Channel where she reiterated what Sleepy's will do, which is for me to go to the store and select a new mattress with the store credit which is significantly less than the purchase price of the mattress I purchased.Desired Settlement: I want the mattress I paid for and if Sleepy's is reluctant honor my request. Sleepy's can pick up their product and issue a refund, where I will gladly go to another mattress provider where I'm sure my patronage will be greatly appreciated.

Business

Response:

Review: I purchased a mattress from Sleepy's on 1/*/13 in the amount of $2865.37. After a few months we noticed the mattress had an indentation and was very uncomfortable. We tried rotating it but realized that was not helping. We called Sleepys a few months ago to ask for an exchange. They sent over an inspector who advised us that we must reinforce the bed from the bottom. Even though we disagreed on his assessment, since the frame is an expensive one that provided great support for previous mattresses, we still went ahead and purchased a brand new bed frame at cost of over $800 from [redacted].

We made sure to select a bed frame that provided the most extensive support possible which was newly designed. We called Sleepy's today, 8/**/14 and advised them of this. They requested pictures of what we have done which we provided. At the end of a 3 hour conversation and pictures emailed to them their conclusion was "the warranty is voided due to improper support as per [redacted] warranty card.

Our new bed frame is fortified with a wide beam in the middle to replace outdated legs. To our surprise, their conclusion is that we did not qualify because there was no leg in the middle.

When we bought this mattress we were never told about all of these requirements.Desired Settlement: We would like to exchange our damaged mattress

Business

Response:

Case# [redacted]

On January [redacted],

2013, [redacted] purchased a king size [redacted] set and received

delivery on January [redacted], 2013.

On May [redacted],

2014, [redacted] contacted Sleepy’s Customer Service Department claiming that

her mattress was sagging. Since this is a potential warranty issue, we

coordinated for an inspection of her bedding. On May [redacted], 2014,

Sleepy's dispatched a third-party independent inspection company to her home to

examine the merchandise. The results of the inspection revealed that both

the mattress and box spring did not meet the manufacturer’s standards as the

set was being supported by a frame with improper support. This is a

condition which voids the manufacturer’s warranty. Therefore, pursuant to the

terms of the manufacturer’s warranty, Sleepy’s denied [redacted]’s request to

replace her merchandise.

On May **, 2014,

Sleepy’s Warranty Support Department contacted [redacted] to inform her of the

outcome regarding the recent inspection. [redacted] was informed her frame was

providing inadequate support due to the center rail not being aligned with the

side rails. On June *, 2014, [redacted] was mailed a letter of inspection

results.

On August **, 2014, [redacted] contacted Sleepy's Customer Service claiming he was informed that upon

correcting the frame to provide the adequate support, the warranty would be

reinstated. He was advised that if he provided proof the correct frame was

being utilized, Sleepy's would as an accommodation; overturn the results of his

recent inspection. That same evening, he sent pictures via email to show the

frame was corrected with the recommended changes. Upon review of his photos, it

was determined that the new frame still did not provide adequate support for a

king size mattress and box spring. We informed [redacted] that his support would

still be considered inadequate based on the photographs we received and sent a

copy of the manufacturer’s warranty. Dissatisfied with this response, [redacted]

and [redacted] filed a complaint with your agency.

Upon receipt of the

complaint from your agency, a Customer Relations representative reached out to

[redacted] on August [redacted], 2014 and advised that upon further review

of his account and the photos, he did in fact have the necessary support for a

king size bed. [redacted]’s warranty was reinstated and he was offered

another inspection. He accepted this offer and is currently awaiting a

call back from the independent inspection company to schedule an

appointment.

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

Smith to ensure his complaint is resolved. If you have any further questions

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

Consumer

Response:

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

We appreciate Sleepy's next steps and hope to resolve this amicably.

Thank you.

Sincerely,

Review: I purchased a full size Sealy Copperhill mattress from the Sleepy Mattress Professionals [redacted] location in 2009 and paid $639.39 in total. As a note, I have a 10 year warranty on the mattress. Over the past year or so, I’ve noticed that the mattress started to sink in the middle. At first I didn’t pay much mind to it, but it has become significantly worse, to the point where I’m having back and muscles issues. I wake up sore and with a backache almost every day and have had to visit my doctor, receive chiropractic services and even acupuncture to help alleviate some of the pain. As I stated previously, the mattress is significantly sinking in the middle, to the point where it is uncomfortable no matter where I sleep on the bed. If I try sleeping on the edges, I literally roll down to the middle and am in the same uncomfortable position.

I have been attempting to resolve this issue with sleepy’s for approximately 4 weeks without any success.

Review: Warranty issues, poor, dishonest and deceptive customer service and defective product.

Timeline of Events:

On June [redacted], I revisited the store on [redacted] to look at mattresses and speak with a representative about the issue I am having. He directed me to contact the warranty department.

On June **, I contacted the warranty department and explained my situation. I also explained that I wanted the matter resolived as soon as possible so that I could take advantage of the [redacted] of July sale. The person I spoke with stated that a representative would contact me within 48 hours. I also received an automated voice message from Mattress Marshalls on this day stating that a representative from Sleepy’s would be contacting me within 48 hours. The message did not say “business hours.”

No one contacted me within 48 hours.

On June **, I called the number left in the automated message I received on June ** in order to follow up. No one picked up, I got the voicemail, I left a voice message and no one called me back. I called this number again on June **, and again received a voice mail. I then called Sleepy’s on June ** to let them know that no one had contacted me. I spoke with a representative from Sleepys, and explained that I had not heard from anyone regarding setting up an appointment for the inspection. They stated that they were going to put another request in and mark it as urgent. I finally received a call on June * and the appointment was scheduled for 6:15 pm on June [redacted]. So it actually took over 96 hours for me to hear from someone regarding setting up the appointment.

On June [redacted], the inspector arrived, did the inspection of the mattress and also stated that the box spring that I had, which was purchased from Sleepy’s in 2011 was also defective. The box spring was purchased separately from the mattress. The inspector told me that he was going to submit the report of his findings on that day and due to the July [redacted] holiday, I would not hear from Sleepy’s until either Monday July [redacted] or Tuesday July [redacted].

On Wednesday July [redacted], I still had not heard back from Sleepy’s regarding the results of the inspection. So I again followed up with Sleepy’s. The representative that I spoke with stated that it was found that my mattress was indeed sinking, the measurement was 1.25 inches, but I did not qualify for a replacement. The representative did state that I qualify for a credit for the box spring. The credit was for $108.99. This call was made approximately a little after 6pm. I told the representative that I wanted to speak with a [redacted]r. He stated that all [redacted]rs were busy and someone would call me back within 10-15 minutes. I did not receive a call from a [redacted]r until over 2 hours later. The call was from someone named [redacted] and she called me at 8:40 pm and left a voice message stating that she is leaving the office at 9pm, so 20 minutes after she called me. She also stated in her voice message that she would be back in the office at 1 pm the next day, July [redacted] and left her direct number. I called her back on July **, after 1 pm, she didn’t pick up; I left a voice message for her and never heard from her again.

I called Sleepy’s again on July [redacted] to follow up, had to explain my situation all over again to the representative that I got and asked to speak with a [redacted]r. I spoke with someone by the name of [redacted]. I explained the situation and my frustrations. She stated that she would be willing to work with me and give me a deep discount; she mentioned I would get the employee discount. She advised that I go back to the Sleepy’s store, pick several sets (mattress + box spring) that I like, call back and they would quote to me the discounted prices. She also stated that I would be able to apply the credit from the box spring to the mattress set. I asked for her extension so that I didn’t have to go through the entire situation again when I called next. She provided to me her direct line, but stated “when you call anyone can help you.”

So this is what I did, I went to the store, picked 4 mattresses and called [redacted] from the store. I was unable to get her and so had to speak with another representative by the name of [redacted]. The prices that I was given by [redacted] were not acceptable to me.

First, [redacted] said that the prices he gave to me could not be lowered. He was very adamant about this, to the point where I asked that [redacted], the [redacted]r I’d spoken with before, call me back. Then I received a voice message from [redacted] on Monday, July [redacted] at 12:13pm, stating he was calling regarding the pricing of the merchandise. He also stated that [redacted] would not be able to call me back until 4 pm that date. I received no call from [redacted].

I returned [redacted]’s call, I believe it was on Wednesday July [redacted] and of course got another representative. I explained the situation once again, received the new pricing which were:

1. Serta I series- discounted price : $1150

2. Simmons - discounted price : $699

3. Sealy – discounted price: $449

4. Serta I series – discounted price : $1221.99

I explained that I paid $639.99 for the original mattress in 2009. If I purchased the lowest priced mattress from above, less the box spring credit, I would still be paying over a thousand dollars for a full size mattress ($980 not including taxes)! Why and how is this fair and justified when it was determined that the mattress was indeed defective and the measurement of the sinkage is 1.25 inches? Sleepy’s acknowledges that the mattress they sold in their stores is defective, but not defective enough to be exchanged?

I asked the representative that I spoke with to have [redacted] call me back and as of today’s date, 7/**/14, I have received no call and my matter is still unresolved.

I would like to point out that Sleepy’s is a well know chain and it is expected that the products they back and sell will be quality products. The consumer has certain expectations when purchasing from a business such as this, especially when they market so much and make certain claims in their advertisements. BOTH products that I have purchased from Sleepy’s, one in 2009 and one in 2011 were found to be defective.

I contacted Sleepy’s again on 7/** to find out how much it would cost to purchase the mattress only, but thinking about it further, this will not resolve my issue because I would be paying twice for a mattress when the original purchase was found to be defective. Why am I bearing the financial brunt of this?

Solution that I’m looking for:

1. A replacement OR

2. A credit for what I paid in 2009 and I will apply this credit to a new mattress purchase from Sleepy’s. I will pay any difference between the credit and the cost of the new mattress out of my own pocket. OR

3. A refundDesired Settlement: Ideally, I would like a credit for what I paid in 2009, so that I can apply it to another mattress purchase.

Business

Response:

Case #: [redacted]

On June **, 2014, [redacted] contacted our Customer Service Department and stated the Sealy full size mattress purchased in April, 2009 was visibly sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The inspection report revealed measurements within the manufacturer’s guidelines indicating the mattress met the manufacturer’s standards. Pursuant to the terms of the warranty, Sleepy’s denied [redacted]’s request to replace the mattress. [redacted] was given credit to replace the box spring. On July **, 2014, [redacted] was sent a credit letter via mail along with a copy of the report from her recent inspection.

On July **, 2014, [redacted] contacted our Customer Service Department disputing the outcome of her recent inspection. [redacted] was able to speak to a [redacted] who informed that although credit was being given for the box spring only, Sleepy’s would accommodate the customer with discounted pricing on a new mattress purchase, excluding Tempur-pedic models. On this same day, [redacted] visited her local showroom to take advantage of the offer. [redacted] was given discounted pricing for four (4) different mattresses sets however she disagreed with the pricing provided.

Dissatisfied with the results of the inspection [redacted] filed a complaint with your agency. Contrary to the manufacturer’s warranty and Sleepy’s well-established policies, but as an accommodation to [redacted] we contacted Sealy Bedding Company and provided them a copy of the inspection results. Sealy agreed to replace [redacted]’s mattress. This is as a courtesy to [redacted] and cannot be guaranteed to be done again in the future.

On August *, 2014, the Customer Relations Department of Sleepy’s attempted to contact [redacted] to no avail. A detailed message was left on [redacted]’s answering machine letting her know she now has credit for the mattress in addition to the credit already given for her box spring, making her total credit amount $660.52. [redacted] was also informed she could return to her local showroom to facilitate an exchange.

Since we have resolved [redacted]’s complaint, 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.

Let it be noted that the credit letter referenced in the business's response has not been received to date, 8/*/14; however, the credit was in their system and applied to new purchase. In the response it was also stated that the business attempted to contact me on August *, 2014 to no avail. Please note that a voice message was left on August *, 2014 at 2:39pm from the business. I returned the call on August *, 2014 at 4:28pm and left a voice message for the representative, thanking her for her time and efforts in getting my matter resolved and stated that she may contact me if needed.

Sincerely,

I bought a pillow early July 2015. Ive since found out that im deathly allergic to the materials inside pillows. 20 days after I bought it, I requested a refund and they told me im unable to return it. I can only do an exchange. He wouldnt even offer me store credit. My reactions have put me in the hospital multiple times for severe hives and swelling. We contacted customer service and they told us the same thing, exchange it. I cannot exchange it for fear of dieing in my sleep. They are not helpful at all, and are become rude towards myself and my mother. Being in the store itself if causing me to break out in hives.

Review: Supposedly, I can return the bed within 90 days. When I wanted to do so, they would not let me return the whole thing. I asked them, they said we could only return the mattress, not the base.Desired Settlement: Refund I would like to return the base as well as the mattress.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] received delivery of a Tempur-Pedic queen size mattress, a

Tempur-Pedic queen size adjustable base, and a bed liner.

On March **, 2014, [redacted] contacted her local showroom requesting to return the queen

size mattress and base. [redacted] was informed the adjustable base was not a

part of 90 Night Tryout offered by Tempur-Pedic nor is it part of our Comfort

Exchange policy, Therefore making the base only non-returnable. At the

time of purchase [redacted] received her invoice, which states in clear and

concise language “The Comfort Exchange applies to mattresses and box springs

ONLY and excludes motorized beds, cots, special orders, outlet and clearance merchandise.” Tempur-Pedic

also states “The 90 Night Tryout covers the mattress plus foundation.

TEMPUR-Ergo adjustable bases (all models), bed frames, pillows, cushions,

linens and accessories do not qualify.”

In response to [redacted]’s complaint, Sleepy’s can offer [redacted] to return her Tempur-Pedic

mattress only, where the applicable re-stocking fee of $175 would apply. This pick

up must be completed by April **, 2014.

Please advise [redacted] to please contact me at the number below to coordinate a convenient pick up date.

If you have any further questions please contact [redacted] at ###-###-####

or [redacted].

Consumer

Response:

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

I have read the answer from Sleepy's and I do not agree with it. I feel that they sent a brochure with the Tempupedic Logo on it on the base. It is the base I want to return. If it means I have to return the mattress, I will. I believe the company misrepresented the facts to me.

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the second rebuttal regarding Case # [redacted].

As stated in our original response, at the time of purchase [redacted] received

an invoice, which stated in clear and concise language “The Comfort Exchange

applies to mattresses and box springs ONLY and excludes motorized beds, cots,

special orders, outlet and clearance merchandise.” Tempur-Pedic also states “The 90 Night Tryout

covers the mattress plus foundation. TEMPUR-Ergo adjustable bases (all models),

bed frames, pillows, cushions, linens and accessories do not qualify.”

Although the trial period for [redacted] ended on April**, 2014, Sleepy’s can still

offer to have [redacted] return the mattress only with the applicable

re-stocking fee of $175. Please advise [redacted] to contact me at the number below to coordinate a

convenient pick up date. If you should have any further questions please

contact [redacted] 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]

I find that the salesperson did not adequately make returning the adjustable bed clear to me.

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

Sincerely,

Review: I bought sleppy's bed set on 4/*/2014 $ 460.08 for Mattrress Queen, Queen Box, Ended Frame & HB/FB.

When I visited sleepy first time,I mat [redacted] who gave us nice offer of bed set but due to time constraint at 8.30 pm. he told us to call you next day to come to store and buy the same thing at same price. After that I haven't received any kind of call for same product. I went again after 5 days but [redacted] dined to identified as he was busy in attending customer. then I tried to reach again after a week to get same offer whereas I got better offer than [redacted] gave us.

My Invoice Number # [redacted]

Lady told us that we can get everything except mattresse because it was in werehouse and I paid additionally, $30 for delivery to sleepy store which was supposed to came 4/*/2014 but when I went 4/**/2014 to get product.it was not there and [redacted] who told me it will take more 3 days and when I said I paid extra for delivery.He said contact to corporate office and said that come on 4/**/2014 but he was not at all in help mood. He was so rude and replied me, I have bought mattress from other person so he cannot help me.Desired Settlement: I want delivery refund and $100 for late delivery.

Business

Response:

Case # [redacted]

On March *, 2014, [redacted] visited his local showroom [redacted] and made a purchase of a King Koil queen size Ortho posture plush mattress, King Koil universal queen size titan box spring, queen size double ended frame, and a queen size pewter headboard. Sleepy’s has varies avenues to assist consumer’s with the retrieval of their merchandise such as warehouse pick up, delivery, store pick up and direct from vendor and parcels is available for accessories item. The consumer opted for store pick up which was coordinated in accordance to his availability.

On April **, 2014, [redacted] visited his local showroom seeking to retrieve his merchandise the Mattress Professional on staff scheduled that day was unfamiliar with [redacted] and his pick up as he was not the original sale person who assisted the consumer. [redacted]s invoice was accessed and it was detailed to [redacted] that his merchandise is scheduled to arrive on April **, 2014. [redacted] dissatisfied demanded a refund of his store pick up fee in the amount of $29.99. [redacted] was advised that his merchandise was still scheduled to arrive to the selected showroom and the $29.99 store pick up fee is still required to be paid.

Upon receipt of the complaint filed with your office, [redacted]’s account was reviewed where it is confirmed the consumer did in fact retrieve his merchandise on April **, 2014, as a result the $29.99, plus tax store pick up fee unfortunately cannot be refunded. We

apologize for any dissatisfaction this may have caused the consumer.

Since we have reviewed the consumer’s complaint, we believe that no further action is required at this time. If you

have any further questions please 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]

Whoever attended us,They said that come on 4/**and get your mattress. She never said that call us for mattress arrived at Sleepy store or not.

Way of behaved by [redacted] was very bad.

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

Sincerely,

Review: I purchased a bed from Sleepy's on Saturday 05/**/2014. It consisted of a Tempurpeidic adjustable base and Carolina coil spring mattress that I was assured was compatible with the base I picked out. I did not like this bed because the bed was too short and the mattress bunched up where the head should raise. I called the store to return the items. The exchange went thru with me getting the same base except it was now an extra long the mattress was replaced with a memory foam mattress and again I did not ldid not like it, I found the foam too soft. When I called to exchange it again I was told that the policy was only 1 exchange was allowed. So I asked for a refund I was not told of the one exchange prior too timelines. I am out approximately $1100.00 and I bed I can't sleep on.Desired Settlement: I want a refund so I can maybe look elsewhere for more of a hospital bed.

Business

Response:

Case #: [redacted]

On May **, 2014, [redacted] received delivery of a Carolina Firm twin size mattress and a Tempur-Pedic

twin size box spring. At the time of purchase, our sales person advised [redacted] that Sleepy’s offers its customers the opportunity for a Comfort

Exchange, provided that the exchange occurs within 21 days of delivery. This

Comfort Exchange Policy is prominently displayed in Sleepy’s showrooms and on

the invoice [redacted] received at the time of purchase.

Upon receipt of this complaint filed with your office, Sleepy’s Customer Relations representative

contacted [redacted] and offered a second Comfort exchange as an

accommodation. Since we have satisfactorily resolved [redacted]’s complaint,

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 [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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Our mattress and boxsprings were delivered on 10/*/2013. The bed was initially comfortable until a few months later we noticed problems on both my husband's and my side of the mattress. My side of the mattress "dips down" so that when I sleep on my left side especially, I wake up in a lot of pain. My husband's side of the bed has a similar problem, and he feels like he's falling out of bed and his back hurts a lot. We contacted Sleepys who sent out an independent contractor to take measurements: Sleepys contacted us and said that the two measurements (1" and 7/8") were within the manufacturer's (King Koil) guidelines. They also said that if we wanted to replace the mattress and exchange it for another one at the store, it would cost $129.99 plus the cost of delivery. Since we are retired and on a fixed income, this is an added expense for a mattress and boxsprings that already cost us almost $600.00. I asked [redacted], the [redacted] on the phone at the Sleepy's corporate center in [redacted], if it was possible to waive the fees, but she said no, this was their policy. What has happened to companies providing excellent customer service?Desired Settlement: We would like a replacement queen mattress with the fees waived in the interest of good customer service. We went to Sleepys and bought their product in good faith.

Business

Response:

Case #: [redacted]

On January **, 2014, [redacted] contacted Sleepy’s Warranty Department claiming that the mattress was

sagging. Since this would be a potential warranty issue, we coordinated for an

inspection of the merchandise. Our third party independent inspection company

visited [redacted]’s residence on January **, 2014. The inspection results

revealed that the mattress and box spring were up to the manufacturer’s

standards and were deemed not defective. On January [redacted] we advised

[redacted] regarding her inspection results.

On February *, 2014, [redacted]

contacted Sleepy’s and disputed her inspection

results. We offered [redacted] to enroll in our Satisfaction Assurance

Program, which would allow her to exchange her mattress as she has had it in

her home for less than a year. [redacted] would be responsible to pay a premium

in the amount of $129.99 and the delivery fee of $99. Customer has until

October 2014 to take advantage of this program.

Upon receipt of the complaint

from your office, we [redacted] and advised that we could not waive the premium,

however, we could reduce her delivery fee to $50.00 and also offer her an

additional discount on the mattress she selects. Customer advised she would discuss the offer

with her husband and call us back.

As we

take all complaints seriously, we will continue to work with [redacted] to

resolve her complaint. We believe that no further action is required at this

time. However, if we can be of further

assistance, please contact [redacted] at ###-###-#### 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:

This complaint has not been resolved. We are still sleeping on a very uncomfortable mattress and, per Sleepy's, is within manufacturer's requirements. Sleepy's suggested that we wait and get the mattress retested in 60 days, so we are in that waiting period. Right now we would not be able to pay their program fee of $129.99 plus $99 delivery.

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]

We have not had a second inspection yet - as the rep from Sleepy's suggested over the phone, we are waiting until next month and will call to make those arrangements. My husband has to help me get up from the mattress because of the pain sleeping on it causes me. After the second measurement, then we will decide where we go from here.

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 rebuttal regarding case #: [redacted]. We reached out to [redacted] on April *,

2014, to offer her one of the following options:

Sleepy’s will dispatch an independent inspection company

to perform another inspection for [redacted].

Or

Sleepy’s will offer [redacted] to take advantage of our Satisfaction Assurance Program.

We left message for [redacted] and will make sure to follow up with her. If we can be

of any further assistance or, if you should require additional information

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

[redacted].

Review: I saw an advertisement online for a sale going on at Sleepy's on Saturday evening. It stated that you could buy a mattress for half price and get a free HD TV. I called the company closest to my house on Sunday morning (Sept. [redacted]) and wanted to make sure that I was reading the advertisement correctly. I spoke with a gentleman, [redacted], who assured me that my advertisement was correct and helped me to put a mattress on hold honoring the sale. I asked him many times that the $25.00 deposit was going towards a half-off mattress, with box spring, with a TV. On the advertisement, it said it was a 50 inch TV, but [redacted] told me it would be a 32 inch TV instead. I asked many times, reassuring myself that this sale would be honored. After being assured many times, I was comfortable knowing all of the information, so I gave him my credit card information.

I went into the store I had called today, September *, to make sure I was happy with the mattress. Another salesman, [redacted], was there and not [redacted] was completely unsure of the deal I had made with [redacted] and said that I could not get a TV with the mattress that I was promised. I left the store with a number to call [redacted] to ask why his promise was not offered.

I called [redacted] at a different store where he repeatedly told me that I was mistaken and crazy. He told me that I did not hear him correctly because no right minded person would think that they would be getting a cheap mattress with a free TV. I told him that the only reason I was looking for this deal was because I was promised that from him. I told [redacted] that I asked him many, many times and that he assured me with utter confidence that I would be getting my mattress, box spring, and 32 inch TV for $399. He continued to laugh at me then hang up the phone.

I called upper management, told them to take the charge off of my credit card and told them that I would be filing a complaint. I was constantly reassured of the offer he told me, and then to be told that only a crazy person would think that is unspeakable.Desired Settlement: I am looking for some kind of gift card or money. I was verbally mistreated, lied to, and taken advantage of.

Business

Response:

Case#: [redacted]

On September *, 2013, [redacted] contacted a local Sleepy’s showroom in her area via phone and made a purchase of a King Koil Ortho Posture queen size mattress and box spring. [redacted] advised that she would physically visit the local showroom the following day to test the bedding she just selected.

On September *, 2013, instead of [redacted] visiting the local showroom as she advised she would she phoned in. [redacted] at that time revealed to the [redacted]ress Professional on staff that she was under the impression the King Koil Ortho Posture placed on hold the day prior was a part of the promotion Sleepy’s was currently running which consisted of a free 32” HD television. During the month of September in honor of Labor Day Sleepy’s was hosting a promotion for a free television the size of the television varying depending on the manufacturer selected and the amount of the sale. It was communicated to [redacted] that her selected set was not a part of that promotion; it was clarified for [redacted] and the promotion guidelines detailed to her as follows:

*UP TO HALF OFF ALMOST EVERY MATTRESS IN THE SHOWROOM

*BEAUTYREST / POSTUREPEDIC STARTING AT 399.99 QUEEN SET

*LIMITED QUANTITY ALL NEW KK0913 ORTHO POSTURE AT 499.99

*HALF OFF & FREE DELIVERY ON BEAUTYREST WORLD CLASS / LEGENDS

*FREE BOXSPRING & FREE DELIVERY ON ISERIES / COOL ELEGANCE

*FREE HDTV WITH SELECT SLEEPING BEAUTY / GS STEARNS COLLECTION

*TEMPUR-PEDIC FREE SIMPLICITY MATTRESS EVENT

On September *, 2013, Sleepy’s Customer Relations Department received a complaint from your office regarding [redacted]’s promotion inquiry. Due to the promotion being offered by the manufacturer we are unable to offer [redacted] a complimentary free television. The offer was extended to consumer who made a purchase of a Kingsdown Sleeping Beauty and/or a Stearns and Foster bedding set from their GS Stearns collection.

[redacted]’s down payment of $25.00 placed on her MasterCard last four digits [redacted] has been restored to her as of today September **, 2013. [redacted] should allow three to five (3-5) business days for the monetary refund to be displayed at her financial institution. We sincerely apologize for any miscommunication that allegedly occurred at the showroom level.

We believe that no further action is required at this time. If I may be of further assistance, please contact me 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: