Sleepy's

Review: I purchased a mattress back in August of 2013, the mattress is defective I can't seem to get any type of response from the store or their Corporate office. Sleepy's representative refuses to return or exchange the mattress without additional cost. I am a 70 Year old woman who can not sleep on my new mattress because of all the indents and can not afford to buy a new one.I am looking for some sort of assistance.Desired Settlement: I would like an exchange of a proper mattress with out additional cost!

Business

Response:

Case #: [redacted]

On October **, 2013, [redacted]ontacted our Customer Service Department claiming

that the mattress she had purchased from Sleepy’s in August 2013 was sagging. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the mattress and box

spring. The results of inspection revealed that the mattress and box spring was

defective under the manufacturer’s warranty guidelines. However, the metal frame being used lacked center

support. Pursuant to the terms of the

warranty, the warranty was null and void. To accommodate [redacted] Sleepy’s agreed to exchange [redacted]’s

mattress set providing she corrects the support.

Under the manufacturer’s guidelines, the transportation fee is not covered under the

warranty. The King Koil manufacturer’s warranty clearly states “The warranty

does not apply to and excludes: Transportation, inspection or removal costs of

product.”

Dissatisfied with having to pay a delivery charge, [redacted] filed a complaint with your

office. The Customer Relations Department of Sleepy’s was not able to reach [redacted], however, in response to her complaint we will offer to

waive the transportation cost for this one time as an accommodation

Since this should resolve the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. However, if I may be of further assistance,

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

Review: My boyfriend and I purchased a TempurPedic mattress set at a Sleepy's retail store on [redacted] in NYC. We were interested in a TempurPedic, but had just begun our search and had not intended to make a purchase that day. In his efforts to close a sale [redacted], the store manager, told us that we would have a 30-day trial period to test a bed and that if we didn't like it we could return it after 30 days for a refund, minus a $175 re-stocking fee. As these are expensive mattresses, we said that we wanted to think about it. He then proceeded to push for a floor model, which would be slightly less expensive than a new one. We still weren't sure, as we wanted to check out other stores as well, but [redacted] assured us that we had the 30-day trial period. He then did a search and, lo-and-behold, there was ONE floor model available, and he would throw in an extra pillow and give us a discount on the foundation as well. We decided to go ahead and make the purchase, but ONLY because we thought we had a trial period to decide.

Unfortunately, the bed did not work for us. I reacted badly to the chemicals on the mattress and had nausea, headaches, lateral leg pain, nose bleeds and insomnia. I didn't realize it was bed until I noticed that all the symptoms disappeared when we left the city over July 4 weekend and slept somewhere else, then returned when we came back. We called [redacted] today to try return the mattress. First, we were told that we could return it, but it would cost $400+ because of the discounts given on the pillow and foundation. I mentioned that none of this was disclosed during the transaction, and it didn't seem right or fair for us to pay those costs. [redacted] said he would call me back and let me know. I asked if he would get back to me today, and he said yes. Towards the end of the business day I hadn't gotten a call, so I phoned him back. This time, he said that, actually because we bought a floor model, we would not be able to return it at all. I told him that the only reason we purchased the set in the first place was because he had assured us that we had a trial period. Not only did he deny this, he proceeded to say that he has been in the business for 8 years and not rarely do people make a return. His former point is an outright lie and the latter is completely irrelevant. In fact, his tone was dismissive and implied that we were at fault for having the gall to return an item. [redacted] then told me to call customer service because there was nothing he could do.

I spoke to two different people in customer service (including one supervisor), and was basically told the same thing. When asked whether they thought it was ethical for their front line sales reps to deliberately mislead customers, and in our case, outright lie, they both said, "well I wasn't there." Not only are Sleepy's employees not taking any responsibility whatsoever, they seem to think it's acceptable to conduct business this way. I concede that the invoice does say that floor models are not returnable. However, a company cannot expect their customers to assume that they are being lied to. We had absolutely no reason to think that we had signed anything other than what was being pitched to us, which was a product with a 30-day trial period. In every other retail slaes transaction, especially in cases of final sales, return policies are CLEARLY marked/stated. Sleepy's was the first stop for us, and there's no way we would have made the purchase that day had we known that we were not entitled to a trial period.

The company's sales practices are unethical and perpetuated at every level of customer interaction. This is shameful and completely unacceptable.Desired Settlement: I would like Sleepy's to honor what their sales rep verbally promised, which is to accept the return of an unsatisfactory bed and refund the purchase price, minus the $175 restocking fee. The customer service person said they can't take a used bed. But if they can accept returns for a used, non-floor model, then they can accept a used, floor-model.

Business

Response:

On June **, 2013, [redacted] received delivery of a Tempur-Pedic Rhapsody Breeze queen size mattress set from Sleepy's. Sleepy’s and Tempur-Pedic extend to their customers a ninety-night (90) home trial as part of a promotion. [redacted] was advised at the time of purchase that when a customer chooses to exercise the option of returning the mattress and/or box spring during the ninety-night (90) home trial period he/she would be responsible to pay the $175.00 return fee plus the cost of the free promotional accessories which would be debited from his total refund amount. However, in [redacted]’s case he purchased a floor model “as is” merchandise which is a final sale. He was advised at the time of purchase that since he was purchasing outlet merchandise, there would be no warranty coverage for the merchandise. On [redacted]’s purchase invoice it states, “No warranty, As Is, No Refund/Exchange.” [redacted]’s invoice also contained a statement of Sleepy's No Refund Policy in clear and concise language which states, “No Refunds will be given after delivery” (please see attached).

Upon receipt of this complaint filed with your office, Sleepy’s Customer Relations representative contacted [redacted]. At that time he requested to return bed for a full refund due to claims of having an allergic reaction to the material utilized to construct the bedding set. Prior to this complaint received from your office [redacted] was made a generous offer of a partial credit in conjunction with employee pricing [redacted] refused this offer. [redacted] still opted to refuse the offer posed and was adamant that a partial refund in the amount of $1,187.00 was the only offer he would agree to accept. Taking into consideration [redacted]’s request of a partial refund which is outside of our established policies and procedures that was signed at the time of purchase documentation validating his stated condition was requested. To date [redacted] has yet to provide supporting documentation. If [redacted] provides the requested documentation at that time we will issue the requested partial refund in the amount of $1,187.00.

Since we have attempted to resolve [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 have determined that my complaint has NOT been resolved because:

Review: I purchased a mattress set in April of 2012 from Sleepy's in Waterford, CT. In September of 2012 I started to have back pains (which I have never had previously). I started to get treatment from a Chiropractor towards the end of 2012 and that is when we discovered that the mattress was causing my back issues. I called Sleepy's who sent out an inspector in Feb or March 2013 and the mattress was not defective enough. It was only at a 1 1/8" defective status and had to be 1 1/2" for meeting their exchange policy. In July the inspector came back out and the mattress met the 1 1/2" defective status but the box spring was only at 1/8" and 1/4" is the status to be deemed defective.

July [redacted] I went to select the new mattress and with the selection I chose a different brand so I had to buy the additional box spring to be able to continue with a warranty. Therefore, I spent an additional $700+ dollars because the mattress was more expensive and the additional cost for the box spring.

Sleepy's is charging me an additional $99.99 delivery fee which I paid initially in 2012 when I purchased the original set. I called Sleepy's to inquire about the current delivery fee because I am being punished $99.99 for exchanging a mattress that became defective less than a year after I purchased it. They were very rude and stated that they use independent delivery service and that these companies need to be paid. I explained that I understand how independent contracts work but that it is not my fault as the customer that the original mattress set became defective. They continued to put the blame on the customer even when I pointed out that on the set I selected on July [redacted] had a promotion of free delivery. I pointed out the customer service team that clearly the free delivery was being offered by Sleepy's not the independent contractor and she informed me that this promotion is not valid for exchanges only initial purchases. I again explained to her how Sleepy's is punishing the customer for exchanging a defective mattress.Desired Settlement: I want the $99.99 delivery fee credited to my Sleepy's account.

Business

Response:

Case #: [redacted]

Review: We purchased a bed from sleepys.com and I was instructed by Charles, the salesman, that the driver would set up the bed so we could sit, lie, roll around on the bed to see if we wanted to keep the bed. I was not home when the bed was delivered. My spouse was home and told me that the drivers were in a hurry and they just left the bed against a wall with the plastic on. When I came home from work, we set up the bed and after about 5 minutes decided that we did not want to keep the bed since it was uncomfortable. I called Sleepy's customer service the next morning and spoke to Henrietta and explained the issue that I don't want the bed. They told me they will not take the bed back for a refund since there sale agreement terms on the back of the invoice state they do not give refunds. They said I should have never signed for the bed and told the driver to set up the bed for us to test it. So I'm not out $240 and I need to discard this bed and buy a new one from somewhere else. I was specifically instructed by the salesman that the driver would set up the bed so we could test it. Customer service stated that we needed to ask. This is very deceptive since the salesman told me the driver would set up the bed to test it. Plus, they didn't even leave any paperwork at the house when the bed was delivered. If you read the back of the invoice, it states that they set up the new bedding. Also, the invoice states Delivery and Set Up Charge.Desired Settlement: I want a full refund for this bed and I do not want this bed.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. On April **, 2016, upon receipt of the complaint from your office [redacted] was contacted and her dissatisfaction with the queen size [redacted] mattress and her claims of the driver’s failure to set-up the merchandise was discussed. The consumer was reminded of our No Refund policy however; taking into consideration the consumer’s dissatisfaction with the delivery service, the delivery fee in the amount of $20.00 is being restored as well as a partial refund of $40.00, reflective of the King Koil box spring. The consumer will receive a refund in the amount of $60.00; to be restored to her [redacted] Card last four digits [redacted]. The consumer should allow three to five business days for the refund to reflect. The consumer was advised we are unable to offer a monetary refund for the mattress in the amount of $117.68. Nonetheless; in an effort to assist [redacted] was advised she will be able to utilize the $117.68, as a store credit towards any selected item of her choice, should the consumer exceed the accommodation store credit she will be responsible for the difference in price. As an additional courtesy we will remove the mattress from [redacted] home once she communicates a date and time that is convenient for her. We are currently awaiting the consumer’s selection. If I can be of additional assistance please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: We purchased a box spring and mattress approximately 9 months ago. The mattress is obviously indented and sagging where our bodies go. We first visited the Sleepy's store to inquire about the sagging and the sales representative in store stated that should not have happend so soon and we should call the warranty department. We called to ask for a warranty replacement. They sent an independant inspector out last week to review, take measurements and pictures. On Friday, January **, 2014 I received a call from Sleepy's warranty department stating our claim was denied due to only having two metal supports under the box spring and was told we needed three. I told my husband what was said and he stated the bed has three metal supports and the warranty only says we needed two. He then proceeded to call the warranty department back and received a different explanation as to why we were denied a warranty replacement. They told him, it was because the metal supports were on blocks of wood and not directly on the floor. He asked why they keep changing what is affecting our claim and she could not respond. The problem is with the mattress not the box spring, we NOR Sleepy's can explain how the metal supports on blocks of wood would affect the sagging of the mattress.Desired Settlement: We were offered to purchase a new mattress "at a discounted price". We paid $1000.00 for this current mattress and do not wish to spend more money on another. We would like Sleepy's to give us a store credit so we can buy a different mattress.

Consumer

Response:

Although the business has not responded directly to this complaint, they have contacted me directly and in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered a headboard and footboard. Delivery was made on 01/**/2013 The gold plating from the footboard began to peel. Notified seller in Nov 2013. Seller sent inspector to house. Received a call one week later. Seller stated that mfg .would not replace. Item's purchase at Sleepy's [redacted]Desired Settlement: Replacement

Business

Response:

Case:

# [redacted]

On

January ** 2013, [redacted] purchased from Sleepy's a Serta I- Series pillow top

queen size bedding set mattress and box spring, a Fashion Group Leighton gold

finish metal bed frame, two Love My Pillows and a queen size bed liner.

On

November **, 2013, [redacted] contacted our Customer Service Department

claiming that the Fashion Group bedding set appeared as if it was tarnishing.

Although this is not what would be

considered a warranty claim in an effort to assist the consumer and obtain

photos to view the consumer’s concern a third-party independent inspection was

scheduled for [redacted]. During the inspection the independent third-party

inspector gathered photos of the Fashion Group bed frame which displayed tarnish

on the foot board only of the Fashion Group bed frame.

Since

customer satisfaction is our primary goal Sleepy’s reached out to the manufacturer

and upon re-review of his inspection results as an accommodation [redacted] his

exchange was processed and scheduled December **, 2013.

Since

we have satisfactorily resolved [redacted]’s complaint to his satisfaction we

believe that no further action is required at this time. If you have any further questions please feel

free 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,

Review: I purchased a King mattress and base for 3,002.41 on 10-**. At the time I wanted to pay it all but the sales woman insisted I pay half and to utilize the finance option and pay monthly to then pay off the remainder once I received my tax return. I thought that might be a good idea. Gave me a little extra money in my pocket, I thought anyway. I asked her what my monthly payment would be and her response was that they would call me in a couple days to set this up and we would arrange what would be an affordable payment for me. That didn't happen. I just happened to run into the sales lady at a local deli and explained I hadn't heard from the finance company, she replies "check your email, sometimes they contact you that way". I thought this was odd, but I checked my email and sure enough I had an email from [redacted] finance. I open it open and it says that my payments are $110.42 biweekly! I was totally shocked because I cannot afford those payments. I called finance company to make lower payment arrangements and they tell me that is not possible. They said you should had confirmed the payment amount before you signed the contact. I asked what contact because I never signed one and explained to her what the sales lady told me how this all worked. It seems as if somebody had forged my signature on the paperwork. The signature that is on their paperwork does not resemble my signature in any way shape or form. Last I knew it is illegal to forge a persons signature. Very disappointed with this company. I will never purchase from them again.Desired Settlement: Billing Adjustment. First the sales woman who forged my signature should be fired and possibly even arrested. I also do not believe that I should be responsible for any further payments. At the absolute very least I should not be responsible for any fees or interest accrued.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]. Upon receipt of this complaint from your office [redacted]’s account was accessed; and our records indicate she financed the amount of $3,002.41, utilizing [redacted] Finance. On June **, 2015, Sleepy’s corporate office received this complaint from your agency. In additional review and research to date there have been no phone calls, inquiries and/or complaints made to our corporate office advising or indicating any concerns regarding the consumer and her [redacted] leasing agreement. We were surprised to receive this complaint nine (9) months later, with allegations of the Mattress Professional not divulging the terms of the [redacted] leasing agreement; and not indicating the lease must be paid within ninety (90) days of financing. This process can only be completed by the consumer partnering with the Mattress Professional and providing all the pertinent information necessary to apply. This information includes the consumer’s social security number, current employer’s phone number, length of time at current job, a valid driver’s license, date of birth, length of time at current residence, whether the applicant owns or rents, routing number, checking account number, credit/debit card to be utilized for initial forty dollar ($40.00) fee, length of time debit/credit card has been active. This application process requires the consumer to be present as well as their signature to complete the application process. In regards to [redacted]’s concern of interest; this is a common occurrence when scheduled payments are not made in accordance to the payment schedule allotted. The payments the consumer has made is as follows: October **, 2014- $40.00 (initial $40.00)November **, 2014- $110.42November **, 2014- $110.42December **, 2014- Insufficient funds on the account/return payment fee of $27.00, applied. [redacted] Finance records do not indicate a payment received from the consumer since November **, 2014. It has been confirmed the consumer received a copy of her leasing agreement via e-mail as well as regular mail. The consumer is also aware of the amount of the finance which was as indicated $3,002.41, and only made two payments totaling $220.48, which does not total the amount financed.We are unable to assist the consumer in regards to her billing/interest inquiry. If [redacted] has any additional questions regarding her finance account she may contact [redacted] directly utilizing the below information: [redacted] can be reached directly at [redacted] may be contacted to make payments by: Mail- [redacted] Financial Services, [redacted]Phone- ###-###-#### ($15 fee)Online- [redacted]Since we have reviewed [redacted]’s complaint and directed her to the appropriate entity we believe no further responses are required at this time. If I can be of any further assistance, please do not hesitate to contact me Chanda N[redacted] at ###-###-#### or [redacted].

Review: I originally purchased a Dr. Bruce's Queen mattress set from Sleepy's in [redacted] in 2012. I contacted Sleepys this year because the mattress had a major dip in the bed, and Sleepys provided me with a full refund store credit to purchase another bed with the store credit. I was forced to purchase another bed at Sleepys because the Dr. Bruce's bed I was told by the worker at Sleepys was causing a lot of complaints and returns. I was forced to purchase a bed at Sleepys in [redacted] store on 11/**/2013 which I purchased a Carolina Radiant Queen mattress set which I had to pay an additional $307.38 out of pocket for the bed. When I picked the bed up at Sleepys in [redacted] and took the bed home, the bed had threading coming out everywhere in the mattress and box spring. I immediately, the same day contacted the store in [redacted] and the sales rep told me to call [redacted], however when I called [redacted], it was after 7:00pm and they were closed. When I called the [redacted] store back, the sales representative cursed over the telephone and told me to call [redacted] the next day. I contacted [redacted] the following day, and they were going to deliver another bed set within the week. When the delivery driver was late (he was suppose to deliver from 8:00am-12:00pm) and did not show up at my house, I called the main office to see where the bed was. The delivery driver called me back and was lost and I gave him directions to the house. The delivery driver was swearing and taking his frustration because he was lost out on me on the telephone. When the bed arrived at the house, the box spring and mattress were damaged again and had lose strings and a hole in the bed. The delivery driver took his cigarette lighter and burned off some of the strings from the box spring. I immediately called [redacted] and told them about the mattress and box spring being damaged as well as what happened with the delivery driver and they provided me with another refund -store credit for a mattress at Sleepys. I then again, was forced after 3 beds to spend even more money at Sleepys to buy another bed. On 11/**/2013, I purchased a Simmons beauty rest Recharge plush mattress and paid an additional $105.99 out of pocket for this bed set. On 12/**/2013, I found the same mattress and box spring set on Sleepys.com website marked down for $799.00 as well as [redacted] for $755.99. on 12/**/2013, I called the [redacted] store and spoke to [redacted] and he told me to call [redacted] and they would refund me the price match difference. I called [redacted] and spoke to 2 different sales representatives who told me that they would not honor the price match guarantee because the bed is on sale at Sleepys. However, with that said, the price match guarantee states "If a customer finds the same or comparable mattress at a lower price elsewhere within 30 (thirty) days after the date of delivery, we will refund the difference plus 10% of that difference. Customer must present competitor's current ad or invoice." This bed was delivered to me on 11/**/203. When the supervisor called me back from [redacted] at 7:24pm on 12/**/2013 by the name of [redacted], she told me that they do honor price match guarantee from online competitors however, the match has to be within 15 days. However, on the back of our receipt, it states ""If a customer finds the same or comparable mattress at a lower price elsewhere within 30 (thirty) days after the date of delivery, we will refund the difference plus 10% of that difference. Customer must present competitor's current ad or invoice." Sleepys is also stating that the bed is not the same as the mattress online, however the [redacted] is comparable to the mattress we bought which the policy states on the back -"same or comparable"Desired Settlement: I want a price match for the Simmons Beauty rest that is on sale as of today, 12/**/2013 for at least $799.00. Sleepys price match guarantee states that "If a customer finds the same or comparable mattress at a lower price elsewhere within 30 (thirty) days after the date of delivery, we will refund the difference plus 10% of that difference. Customer must present competitor's current ad or invoice." The bed was delivered to us on 11/**/2013 and the back of our receipt states that you have 30 days after the date of deliver to find the same or comparable mattress at a lower price elsewhere, which I would still be in the time frame for this add. If Sleepy's does not provide me the difference, then I would like a full refund in cash which I paid for the bed. I had found the bed at two dffrenet places online, Sleepys.com and [redacted] both on sale and Sleepy's will not honor the price match guarantee as the back of their receipt says they will which is false advertisement.

Business

Response:

Case #: [redacted]

On November **, 2013, [redacted]

purchased a Carolina queen size mattress model # 2002, and box spring model # 2000.

[redacted] contacted Sleepy’s Customer Service and requested an exchange of

his mattress and box spring due to the fabric being frayed. An even exchange of

the mattress and box spring was scheduled for November **, 2013. However, when [redacted] received the new mattress and box spring, he claimed that the mattress

had a hole in the fabric and the box spring had hanging thread. Therefore, [redacted]

refused the mattress and box spring. [redacted] called into our Customer Service

department and requested an exchange for a mattress and box spring of a

different make and model. [redacted] selected a Simmons queen size mattress

and box spring set. The exchange was completed November **, 2013.

[redacted] claimed on December

**, 2014, he saw on Sleepys.com the mattress and box spring set advertised for

$ 799.00 when he purchased the set for $999.99. However, on Sleepys.com the

advertised price of the mattress only is listed for $799.99, plus tax. On

January *, 2014, a Customer Relations representative contacted [redacted] to

discuss his complaint, however, we were unable to make contact. [redacted] should provide a print out of the

sale price he saw on Sleepys.com.

We will continue reaching

out to [redacted] in order to

resolve his complaint. If I can be of

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

do not hesitate to 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:

I did receive a message on my answering machine from [redacted] from Sleepys on 1/*/2014. I called [redacted] on two different occasions, without any success. The first time I called was on 1/*/2014 around 5:15pm, leaving a message for her to return my call in regards to this complaint. I followed up after no reply on 1/*/2014 around 5:15pm, leaving another message to call me back. I still haven't heard anything back from her as of 1/**/2014, so I find that Sleepy's called just once to say they left a message in regards to this claim with no efforts to call me back to resolve my complaint. So it is now 1/**/2014 and they still haven't done anything to try to contact me after that initial call.

I believe they may have called only that one time just to say that they have called for a Revdex.com review. I still believe they are avoiding the situation by not returning my calls. I would like to have this resolved in some way since Sleepy's is not doing their part in resolving this complaint. I do have the necessary documents needed for the price adjustment, its just getting Sleepy's to do their part. I would like to have this resolved and also I would like to prevent others from having to deal with a similar situation from Sleepy's.

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of your rebuttal

regarding [redacted].

Upon additional and further review Sleepy’s position remains the same as Sleepy’s on-line Terms and Conditions clearly states and advises of Sleepy’s Price Guarantee, a benefit we extend to our valued customers. The Price Guarantee specifically states that, “If a customer finds the same or comparable mattress at a lower price elsewhere within thirty (30) days from the date of their delivery, we will refund the difference plus 10% of that difference.” The customer must present the competitors current ad or invoice, however, Sleepy's cannot price beat the price of our own merchandise. Our Price Guarantee excludes super values, mattress values, special purchases, closeouts, exchanges, floor samples, warranties, discontinued merchandise, and one-of-a-kind merchandise”. The Price Guarantee is prominently displayed in Sleepy’s showrooms, web sites and is also printed on the invoice received upon completion of the initial exchange.

Our Customer Relations Department attempted contact with [redacted] January **, 2014, at 8:21am where a machine was reached and a detailed message was left. It was conveyed to [redacted] via machine that unfortunately; Sleepy’s will not be able to offer any monetary refund in regards to his price beat inquiry. Sleepy’s is unable to participate in any price beat or adjustment in within our own organization.

We apologize for any inconveniences this policy may have caused however we do value [redacted] as a consumer and would like to offer him two complimentary pillows for his dissatisfaction he may have experienced. Mr. Kushner has been provided a contact number in the event he may have additional question or concerns.

If I can be of any

further assistance to you, or if you should require additional information,

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

[redacted].

Review: We purchased a King size Mattress and (2) box springs from Sleepy's which broke down and was given a store credit to purchase a replacement set (delivered on 1/**/2013) This set too has broken down. They say it is only the Box springs but because of the sway they measure the mattress, it is impossible to measure the mattress the way they do. It will NOT show a broken down side on the mattress, thus not showing the top to be sunk in. Any expert craftsman, would agree with this, so would anyone that does measurements for a living other than what is call a person that does this for the so called mattress industry. This is all a sham on their part to get people to upgrade to a more expensive product. We were offered, 512.26 for the box springs ( this is what they actually cost.) We were offered $300.00 for the mattress to make us happy. (actual cost of mattress was $1,265.71) What crooks!Desired Settlement: I would like a Full REFUND not a in store credit. I am tired of the games that are played with this company. Their favorite words are "I understand" or "I'm sorry", yea, right! I had to fight to get a full in store credit last time, I will not do it again nor will I accept an in store credit.

Business

Response:

Case # [redacted]

Review: I have had man warrenty problems with my mattress. I have had 4-5 mattresses in the last 7 years. I just did another warrenty exchange in Febuary and again the bed is caviing in. Everytime they make me pay for shipping no matter what. I get the same mattress at exual or less value. I have had many beds and this rediculas. Now my back hurts because of the beds. Not my fault the beds they have keep breaking. Im the customer and not getting treat right.Desired Settlement: I would like to get ANY mattress I want no matter the value and not pay for shipping again. I want to walk in a showroom and say I want this w. no problems no matter the value at this point. 5 exchanges I think im entitled to it at this point.

Business

Response:

Case #: [redacted]

On June *, 2014, the consumer contacted our Customer Care Department with claims of the mattress exchanged February *, 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the mattress and box spring. The request is currently seven days old the inspection date and time has yet to be coordinated. Sleepy’s is surprised to receive this complaint from your office in regards to a delivery fee when at this time a current inspection has yet to be completed.

Also considering a delivery fee has not been requested from the consumer since February *, 2014, where it was reduced from $99.99 to $49.99.

As the manufacturer’s Limited Liability warranty states the consumer is entitled to a replacement of the same or comparable model. The consumer’s store credit is reflective of the invested amount of the item in [redacted]’s case she has invested $801.30, reflective of the mattress and $198.69, reflective of her box spring. Once the inspection has been coordinated and if any part of the bedding system is found to be defective [redacted] will only be entitled to a store credit reflective of her investment amount for which ever component is required to be exchanged.

In the pursuit of Customer Satisfaction when the consumer’s merchandise is inspected and if deemed defective either component Sleepy’s will agree to waive the delivery fee associated with the exchange. We will be unable to honor [redacted]’s request of selecting any mattress in the store of her choice; the consumer will able to select within her store credit and/or exceed her store credit providing she is paying the difference.

Since we have reviewed [redacted]’s complaint, we believe that no further 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:

she stated that if the mattress is deemed to be defected the delivery fee would be waived mine was in February and I still had to pay 50$ also this is the third inspection in one year and I keep paying delivery and I keep getting the same mattress a use the store credit is the amount towards the same mattress in 1 year 3 exchanges is a little crazy I have the guy coming Thursday for another inspection another day of my time spent waiting for sleepys I get no accommodation they don't work with me this is crazy 3 in one year she can call me cause I will go to a higher level with this [redacted]

[Your Answer Here]

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy's is in receipt of your rebuttal regarding [redacted].

In spite of [redacted]’s mattress being up to the manufacturer standards and taking into consideration [redacted]’s dissatisfaction we extended the opportunity for [redacted] to be implemented into our Satisfaction Assurance Plus Program for a minimal fee of $129.99. [redacted] still dissatisfied refused to pay the additional requested fee.

In the pursuit of Customer Satisfaction [redacted]’s account was reviewed by upper management and the accommodation of implementing [redacted] into the Satisfaction Assurance Plus Program at no charge was unequivocal. [redacted] was contacted and advised of the accommodation as well as the authorized store credit of $999.99, plus tax. The consumer has been advised this is a one-time accommodation only.

Since we have resolved [redacted]’s complaint to her satisfaction, we believe that no further responses are required at this time. However, if I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted].

Review: I went to sleepies to look for a bed. I had searched around to a few stores before sleepy and found the perfect bed. There was not one bed I wanted and sleepies that was in my price range. I then stated that I found a bed I wanted in [redacted] and the sales person stated he could get me a better price on that bed. Little did I know I was getting a comparable model and the bed that I was receiving was different than the bed that I wanted. The bed that I received was the beauty rest recharge, luxury pillow top, the bed I wanted so badly was the Beautyrest recharge Pierpont pillow top. The salesperson never told me I was compromising my plushness for latex wrapped around the coils. I know there's a difference in the two beds because I called the Simmons representative and spoke to them. I don't want the bed that I have at my home I want to return it and I don't want to deal with sleepy's, they're telling me that there is no refund, I can only exchange it. It's not fair because I don't want to have to compromise the company beauty rest I shouldn't have to pick out a brand-new bed when I found what I wanted and the sales person promised me that I was getting that bed. The entire time he never stated to me there's no refund and he never told me that I wasn't getting the exact bed that I wanted. This is wrong, it's not fair I feel deceived. There is no way in eight years this bed will ever be as plush as I the one I wanted. I don't want the bed I want you to come and pick it up and I don't want to work with sleepy's. I haven't put one dollar down and I will continue to dispute the charge. Please contact me.Desired Settlement: I want someone to pick up the bed they falsely sold me, and I want to return to [redacted] to purchase the bed from them. The bed I wanted. Beauty rest Recharge pier point pillow top.

Business

Response:

# [redacted]On November **, 2014, [redacted] purchased from Sleepy’s a queen size Simmons RechargeLuxury Pillow Top mattress and box spring. At the time of purchase, [redacted]presented to her salesperson a mattress model she saw at a local competitor.Comparing the available specifications, the salesperson presented our SimmonsRecharge Brand. [redacted] received delivery of the merchandise on November**, 2014. On November **, 2012, [redacted] contacted our Customer Care Department to advise that themattress she received was not like the model she saw at her local competitorand requested to return the merchandise. She was advised of our terms whichindicate, “No refund will be offered after delivery, with the exceptionof partial adjustments in accordance with Sleepy's Price Guarantee Policy.Merchandise may only be exchanged in accordance with Sleepy's ComfortGuarantee.” [redacted] requested to speak with a [redacted]. The [redacted] explained that our model was not the exact same model as thecompetitor but is comparable; there are slight differences in contents. Toaccommodate, we offered our Satisfaction Assurance Exchange Program whichallows the customer to reselect to another model of equal or greater value. Ifgreater, the customer would be responsible to pay the difference in price andany tax associated with the transaction. Additionally, we would waive any feesthat normally apply to this offer. [redacted] declined our offer and demandeda pick-up and refund of the set. Furthermore, she advised that she would placea chargeback with her Credit Card Company and dispose of the merchandise. On November **, 2014, [redacted] spoke with a [redacted]. Wereiterated the option of exchanging the merchandise to a set of her choice withno fees and she would only be responsible for any difference in price andapplicable tax. On December *, 2014, [redacted] contacted us and requested apick-up and refund or an even exchange to another model of greater value at nocharge. [redacted] was not accepting of the options offered and stronglyexpressed her discontent. [redacted] spoke with a [redacted] whom reiterated theoptions offered. Furthermore, we offered an additional deep discount on themodel she selects Upon receipt of this complaint filed with your office, we contacted [redacted] on December **, 2014. Therepresentative reiterated the above mentioned offers. The customer inquired onfinancing the difference in price and requested to do so over the telephone.Due to customer privacy and security, the agent was unable to process thecustomer’s request and directed her to the store; the customer expressed herdiscontent and requested to cancel the exchange order. As we take these complaints very seriously, we will make afinal attempt contact [redacted] to discuss additional options in efforts toresolve her complaint. If we can be of any further assistance or if you shouldyou should require additional information, please do not hesitate to contact[redacted] at ###-###-#### or via email at [redacted].

Consumer

Response:

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

[Your Answer Here]

I do not accept this response because all it says is the same thing over and over.. I am not going to pay 1000.00 or MORE for a mattress. I found one mattress in 7 stores. 6 stores were sleepys and one was [redacted]. I want the comfort level of the Pierpont Pillowtop I do not want to compromise the brand I chose. I want the mattress out of my house. I want to purchase the bed from [redacted]. someone attempted to call me yesterday from sleeps, I will return their call but as far as this is going, nothing has been done.

they don't even care that I was never told that I was receiving the comparable model. I have not slept in my own room for a 3 weeks. I do not want a sleepys mattress and I will never purchase anything from them again.

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

Sincerely,

Business

Response:

Case # [redacted]On December **, 2014, one of our Senior [redacted] contacted [redacted] to discuss her ongoing complaint. We offered her a deep discount on the mattress set that she had expressed interest in. Customer refused the offer advising that she would only be satisfied with a refund. For customer satisfaction we agreed to step outside of our normal policy and grant the customer a one-time accommodation by offering her a pick-up of the merchandise. We have scheduled a pick-up of the merchandise for January *, 2015. Once that is completed, customer will receive the refund amount of $648.75. We believe no further action is warranted at this time. However if you should require any further assistance please contact [redacted] at [redacted] or [redacted].

Review: Beginning in May of 2010, I purchased a mattress/box spring set from Sleepy's, Brookfield CT for $1,050. The mattress was defective. After going through a very difficult process, a new mattress was finally delivered. This second one was even more defective than the first! Again, I had to go through a very time-consuming and frustrating process, but finally received a new mattress, a different brand this time. And...it was SO defective that when I went to lay down on it, it was like nothing was inside the mattress! At this point, the salesperson was becoming hostile toward me, and even though I was able to once again push through the process of getting a new mattress (all this while having additional costs put on me), I decided to go to the Southbury store to pick out a new mattress.The mattress I was talked into was another additional cost, this time over $400. more! But I thought if it was finally going to be a good mattress, I would pay it. Well, sadly this FOURTH mattress is the WORST one yet! It is like laying on a million pieces of huge packing paper, and the noise is unbearable! This experience has not only cost me close to $1700. to date, but has caused terrible damage to my back and hips, forcing me to now limp! I am in constant pain and now have to sleep on the couch because the company is refusing to either try another mattress (not my first choice!) or reimburse my expenses and just take this defective, horrible set away. They declared the box spring defective but not the mattress because they say they are not allowed to touch it. How they can determine a defect without touching it is beyond me! PLEASE help me! I just want my money back and I will never ever walk through the door of another Sleepy's again in my life! Thank you! [redacted] Product_Or_Service: FOUR DEFECTIVE MATTRESS/BOX SPRING SETS Order_Number: Numerous Order NumbeDesired Settlement: Refund If Sleepy's refuses to refund my money, which I would think they would not refuse after I have gone through this nightmare with them for three years, I would be willing to try an exchange. But this makes me SO nervous, this will be the FIFTH mattress! On top of all the money I have paid to Sleepy's, I have also paid out over $250. in delivery fees and tips. This just should not be allowed to happen to a consumer! Thank you, [redacted]

Business

Response:

Case #:[redacted]

On June 26, 2013, Ms. [redacted] contacted Sleepy's Customer Service Department claiming that the mattress she received in January 2013 had issues with the coils inside her mattress. 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 Ms. [redacted]’s home, and the inspection results revealed that mattress met the manufacturer’s standards, and therefore, did not qualify for a warranty exchange. The inspection results revealed that only the box spring was found to be not up to the manufacturer’s standards and therefore, only the box spring was eligible for a warranty replacement.

Upon receipt of the complaint filed with your agency, Sleepy’s Customer Relations representative contacted Ms. [redacted] on July 1, 2013. Ms. [redacted] expressed her dissatisfaction with the mattress and claimed the springs in the mattress were popping, or making noise. Sleepy’s agreed to replace Ms. [redacted]’s mattress and she accepted our offer.

Since we have resolved Ms. [redacted]’s complaint, we believe that no further action is required at this time. If you have any further questions please contact Mary Wurst at ([redacted] or [redacted]

Consumer

Response:

[redacted]:

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 a mattress that was defective, I was not informed that I could not exchange bed due to it being a clearance item, the store will provide a store credit, however the store won't allow me to purchase any other clearance item.Desired Settlement: If I will not be allowed to purchase a non defective clearance item I would like a full refund, not a store credit.

Business

Response:

Case: [redacted]

On

October ** 2013, [redacted] purchased a Simmons Beautyrest luxury firm king size

mattress, which was sold to her as a clearance piece. On October *, 2013, [redacted] contacted Sleepy’s Customer Service claiming that her mattress was sagging.

Sleepy’s offered [redacted] a store credit towards a new mattress. [redacted] was

advised that she could only use the store credit towards a non-clearance item.

On

October **, 2013 [redacted], filed a complaint with your agency. Upon receipt of this complaint, a Customer

Relations representative contacted [redacted] and explained the terms of Sleepy’s

limited warranty. [redacted] agreed to visit local showroom and select another mattress. [redacted] has made a new selection and her delivery

will be scheduled in the next few weeks.

As we

take these complaints very seriously, we will continue to work with the

customer in an effort to resolve her complaint. In the interim, please do not

hesitate to contact [redacted] at ###-###-#### or [redacted] should you have any

questions.

Review: In November of 2008 I bought a mattress, box spring and frame from Sleepy's. The warranty is supposed to be good for 10 years with a complete refund should the mattress be found defective due to sagging of over 1 1/2 inches. About two weeks ago an inspector from Sleepy's came out to inspect my mattress and determined it was sagging over 2 inches. I did not hear anything from the company so I called them this afternoon. They told me that although the mattress was found to be defective they will not honor the warranty as their was a small stain on the mattress (about the size of a fingernail) and the warranty is void if there are any stains or tears. I then asked them to explain what a very small stain would have to do with the fact that the mattress was defective and they agreed it had nothing to do with it. However, they again stated that regardless the warranty was void due to the stain. The rep. then stated they would refund the amount for my box spring in the amount of $170.00. I asked her why they would not refund the whole amount in which I paid for the box spring. She stated that $170.00 was the total amount I paid. I then explained to her that I had the receipt in front of me and it states that I paid $350.75 for the box spring.

After arguing back and forth with the customer service representative I asked to speak to a supervisor. I was then put through to a supervisor who stated she was from the corporate office. She stated her name was [redacted]. I explained the situation to her and again received the same response that the stain voided the whole warranty even though the stain did not contribute to the mattress being defective.

I then asked [redacted] for a copy of the warranty and she stated that she did not have a copy because the company who manufactured the mattress went out of business. I then argued how she could say that the stain voided the warranty when she did not have a copy of the warranty to follow. She stated that she knows that all manufacturers void warranties due to stains and tears. I stated that she can not speak for a company that is no longer in business especially when she does not have the warranty. I told her that I did research on the internet to see what if any complaints were filed against Sleepy's and that I found countless amounts of the same situation (sleepy's not honoring a warranty even though the product was found to be defective). I also explained that if the warranty is not honored than I will take them to small claims court. I asked her to honor the warranty to avoid this action. I also did explain that I have back issues in which I am possibly facing surgery and it is only getting worse due to the defective mattress. [redacted] stated that the best she could do was give me a discount on another mattress. I informed her that I will not spend money on something that is proved to be defective and sleepy's needs to refund me for the whole amount of the mattress. I have spent thousands of dollars at Sleepy's in the past and will take them to small claims court if they do not resolve this issue to my satisfaction.Desired Settlement: I would like to recieve a refund or exchange in the exact amount in which I paid for the mattress.

Business

Response:

Case: [redacted]

On July *, 2014 [redacted] contacted Sleepy’s Customer Service Department claiming that the Miralux queen size mattress purchased in December 2008 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that although the mattress and box spring met the manufacturer’s standards, the mattress showed signs of a small liquid blemish which also voids the manufacturer’s warranty. Pursuant to the terms of the manufacturer’s warranty, which states “The warranty does not apply to: Mattress or foundation with burned, stained or soiled fabric,” Sleepy’s denied [redacted]’s request to replace the mattress. Only credit for the box spring would be given to use towards new bedding.

On July **, 2014 [redacted] contacted our Customer Service Department to inquire on the results for the recent warranty inspection. [redacted] was informed the Manufacturer’s warranty was voided due to the visible stain on the mattress; however credit for the box spring was approved. [redacted] was offered the option of reselecting new bedding and Sleepy’s would offer a substantial discount on the new bedding to accommodate [redacted] disagreed with the outcome and requested to speak with a Customer Service Supervisor. Upon speaking with a Supervisor, [redacted] was informed again that statins on the mattress automatically void the manufacturer’s warranty and therefore full credit for the Miralux queen size mattress could not be accommodated. Dissatisfied, [redacted] filed a complaint with your agency

Upon receipt of [redacted]’s complaint filed with your agency, a representative from our Customer Relations Department followed up with [redacted] to no avail. A detailed message was left advising that in an effort to resolve [redacted]’s complaint, Sleepy's would offer full store credit for the mattress in addition to the credit already approved for the box spring. [redacted] was informed that this would be a one-time accommodation and was reminded that any stains on the new bedding would potentially void the manufacturer’s warranty. Our records indicate that [redacted] has since reselected her new bedding.

As we take these complaints very seriously, 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 [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,

So I ordered a bed with Sleepy's and paid for it to be delivered and set up. On the first attempt the box spring did not fit properly through the door. That part is on me but the rest of the headache of an experience was worse. I got it scheduled for the next day between 2-6. The attendant calls me at around 12 and asks if they come early. I am not at my apartment at the time I am actually at church. I say I am not there my roommate is I am not sure how I feel about that. He says it will be fine and that they will set up the bed. My roommate lets them in and they then leave the box springs in my living room. So I paid for it to be put together and instead had it sitting in my living room. I was obviously upset about this. So I called and they said they could have someone there the next day to fix it. The problem though is I work long hours during the week and could not guarantee that I would be home during their delivery times. So I had to wait a week with the bed not put together. So the next day I called customer service and they said they would file a report. I also stopped by the store where I bought the bed and was told that this whole situation was my fault and that I should just put the bed together myself. I called customer service again the next day to tell them about what one of their associates had said. They told me I should hear a response in the next 2 days. Low and behold 2 weeks later I have heard nothing from them. Very rarely have I felt so disrespected by a company. Clearly Sleepy's does not care about the customer. I would never recommend them to one of my friends.

Review: On April **, 2014, I purchased a Tempur-Pedic Mattress and Ergo Base. Almost immediately, I had terrible back pain. I contacted the sales representative and Tempur-pedic directly, who both told me my body will take nearly 30 days to adjust to the new mattress. In short, I have not slept in the 3 weeks since I purchased this bed. The bed is already “hammocking,” despite me being 5:2 and 125 pounds. I am now sleeping on my floor at night and the couch for catnaps after work. I contacted Sleepy’s customer service division and spoke to several customer service representatives, as well as two supervisors. I was told the mattress could be exchanged or returned at the 30 day mark, but the base can not. They stated that on my receipt, it clearly states that there are “no comfort exchanges on motorized bases.” I am not asking for an exchange; I want to return both products for a full refund.

Some suggestions customer service representatives advised were to purchase an additional topper for the bed or to sleep with more pillows. I find this disturbing. The answer to my discomfort should not be to buy even MORE products. Due to the fact that I need to find a different mattress, in order for me to take advantage of the Ergo base, I need to purchase a flexible foam mattress. The only other Tempu-pedic mattresses that were appropriate were either $600 or $2000 more than my original purchase. There was one other model from a different brand, but it is not a mattress I am interested in purchasing. I feel that Sleepy’s is punishing me for initially picking the wrong mattress and that I am being forced to keep what is essentially an $850 bed frame. I was told by several sales associates that I could return everything if I was dissatisfied for ANY reason and receive a full refund minus the restocking fees.

The invoice clearly states that Sleepy’s will pick up everything and take it back if dissatisfied for any reason. It also states a Satisfaction Assurance guarantee. They claim that this guarantee will not apply to motorized beds- my take on this is that the base is motorized-- not the bed. They are two separate items. In addition, the invoice specifically addresses exchanges; I do not want an exchange. I want a refund minus the restocking fees for the mattress and the frame.

I purchased these two items in good faith, never thinking for a moment that I would be unable to sleep and would come to dread bedtime.Desired Settlement: I want to return both the mattress and ergo base for a refund to my credit card minus the restocking fees.

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] receiveddelivery of a Tempur-Pedic queen size mattress, a Tempur-Pedic queen size

adjustable base, and a pillow.

On May **, 2014, [redacted] contacted

our Customer Service Department to express her dissatisfaction towards the

mattress stating that she was not sleeping comfortably. [redacted] was

informed she could return or exchange the mattress and would be responsible for

applicable comfort fees. [redacted] was informed the request could be

accommodated on or after May **, 2014. [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’s

terms also state “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]’scomplaint, Sleepy’s can offer [redacted] to exchange or return her

Tempur-Pedic mattress only. If returned, the applicable re-stocking fee of $175 would apply.

If [redacted] should wish to exercise either option, please have her contact me at the number below. 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]

While I understand and appreciate you are willing to take back the mattress for the restocking fee, you should do the same with the base. The invoice states no exchanges-- fine. I do not want to exchange; I want to return. I am happy to pay a restocking fee for the base as well.

I can not use the motorized aspect of the base unless I find an ergo mattress. Unfortunately, I have not found any mattresses that are comfortable or within my price range, despite spending hours looking at mattresses at multiple Sleepy's and other retailer's locations.

Please, work together with me on this issue. I just had [redacted] and have been sleeping on the couch because the bed is so uncomfortable and is making my pain worse. I purchased the bed and base in good faith but am not able to use either. I would like to resolve this as quickly as possible and move on.

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 case #:[redacted]. On June **, 2014, [redacted] was

contacted by Customer Relations representative to inform unfortunately the base

could not be returned under the trial but only the mattress. As stated in our

original response, the Tempur-Pedic adjustable base is not part of the 90 Night

Tryout offered by Tempur-Pedic nor is it part of our Comfort Exchange policy,

Therefore making the base only non-returnable. Sleepy's has agreed to not charge

[redacted] the standard re-stocking fee of $175 for her to return the

mattress and will also coordinate the removal upon her delivery of a new

mattress. [redacted] is aware the return must be completed by July **, 2014.

If you have any further questions

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

Consumer

Response:

I appreciate [redacted] contacting me regarding my claim. I have left numerous messages and while I am happy I finally spoke to someone who was helpful, I am disappointed it took this long. To me, it does not bode well for their customer relations.

While Sleepy's is still unwilling to accept return of the base, I am glad they offered to waive the return fee for the mattress.

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 7/*/13 my wife and I walked into Sleepy's to purchase a new mattress, after 19 nights of sleeplessness and the worst back pain both of us have ever experienced in our lives we exchanged it! When we walked into sleepy's again, we first tried the bed that we first fell in love with, and it was not the bed that was delivered to our home!! Then we talked to a representative who quoted us on a mattress and box for $1699 est that included 1 gel side pillow, 1 gel back pillow, 2 free queen cool elegance pillows (because we were looking at an iseries mattress) and a $100 visa gift card! and all we had to do for the exchange according to the rules of the back of the p+s was go up in price? The original mattress and box we had purchased was $1350, so we where good, so we thought? After talking with another sales rep, he said they couldn't honor that price or any deals, because it was an exchange? Well, their rules and regs say nothing about that? So we talked with corporate the next day, which is made of some very rude people, and they were no help, telling my wife they were on the other line with the sales rep that we had exchange, and asked him questions about things he had told us (like, whether they resell or destroy the exchanged mattresses, the rep told us they sanitize them and resell or discount them, and corporate said they destroy?) so they placed her on hold and made her wait but never talked to the sales rep? Just lied! We also asked them about they delivery charge they were charging everyone of $99, which we were paying for the 2nd time? Talking to the sales rep, he told us that it costs the company $25 to get the mattresses from the warehouse in [redacted] to the store in Warwick RI, and we live 4 miles from the store? Last but not least are the lasting back pains I have been experiencing from the first mattress! Let me tell you, stay clear of the Ashleigh Plush.. There was a lumber support running in the middle of it like a rock, but not in the one showroom?Desired Settlement: $450 and credit or a gift card for the 4 pillows

Business

Response:

Case #: [redacted]

Review: On March **, 2013, I placed a mattress on lay-away at Sleepy's. The mattress was delivered to the store on May *,2013 and a few days later I picked it up. The mattress was put into place on the same day and I began to use it. Within 2 weeks the mattress began to rise, however I did not call the store at that time. Within the 30 days of purchase I went to the store and informed them about the rise in the mattress and was advised that they would send a consultant to my home to look at it. On July **, 2013, the associate came to my home to look at the mattress which at this point had given it more time to rise. Measurements were taken and I was told that someone would be getting back in contact with me. Today, July **,2013, I received that phone call from Sleepy's headquarters and was told that the rise was not high enough to be considered a defect and that I could call back in 30 to 60 days for them to measure again. I was also informed that I had other options to consider such as purchasing a warranty so that I could get another mattress. I'm a senior citizen and can't afford that.Desired Settlement: Replacement All I want is for the mattress to be replaced or to receive my money back.

Business

Response:

Case: [redacted]

On July **, 2013, [redacted] contacted Sleepy’s Customer Service Department claiming that the Simmons queen size mattress and box spring that was purchased from Sleepy's on May *, 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress met the manufacturer’s standards. Therefore, pursuant to the terms of the manufacturer’s warranty, Sleepy’s denied [redacted]’s request to replace the mattress. Sleepy's then offered [redacted] a second inspection of the mattress, however, she refused this offer.

Contrary to the manufacturer’s warranty and Sleepy’s well-established policies, but as an accommodation to [redacted], we are offering a store credit of the mattress and box spring purchase price in the amount of $389.99, plus tax. With this credit she may select ANY merchandise of her choice of equal or greater value. If [redacted] should choose merchandise of a higher value she will be responsible for the difference in price plus tax, as well as the applicable transportation fee in the amount of $99.99, plus tax.

We reached out to [redacted] and left her a voicemail on August *, 2013. We will continue to work with her in an effort to resolve the complaint. 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:

I do not want a store credit because of all the complaints I have read against Sleepys stores. By reading these complaints, I would not trust a replacement. The only resolution is a refund and I can go to a reputable store, one that will stand behind the products they sell to consumers. This company should be investigated for their policies. This store made me feel like I did something wrong by complaining. The product wasn't any good and the "independent" consultant they sent out to look at the set probably works for them. The set that I had for years didn't have the humps in it that this new mattress has. I did not have a good experience with this store and people should be made aware of this.

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:

[redacted],

My complaint number is [redacted]. I have been calling to Sleepy's to tell them I will accept their offer but no one will return my phone call. I called you about 2 weeks ago to let you know I had closed out my complaint in error. I was writing to say I would

accept their offer but in doing that I closed out my case. You advised me to call them and if I didn't get a response to call you. I called and left several messages for [redacted] @###-###-####. I appreciate any help you can give me. Thank you.

###-###-#### home

###-###-#### cell

Business

Response:

Dear [redacted],

Review: I went into Sleepy's on [redacted] in the Bronx on Wednesday, March [redacted] to buy a bed for my daughter. I went in to see the Mattress that is advertised for $299.00. I did not like it so I asked the saleman "[redacted]" to see other options. He showed me a mattress that I liked and we spend a few moments talking about price. Because I did not have the amount that we agreed about, I inquired about financing with the 90 day interest free that is advertised on the window. He informed that I could apply. I did. He told me that if I didn't get one I would get another because 90% of his customers get financed. I do understand that there are other different forms financing but I never agreed to a lease and [redacted] never mentioned leasing. I called him this morning Friday, March [redacted] because that is when I retreive the information from my e-mail. He did say that "lease" was never mentioned because he assumed that I would pay it off within the 90 days. I told him how could you assume that? I requested to have all my refund returned and that his business practic was very misleading. [redacted] did not care if I would go higher then him. Do what you have to do he told me. So I am.Desired Settlement: I want all my money returned. Sleepy's should retrain there employees on how to be honest with customers. I called Sleepy's HQ and spoke with [redacted] and informed him that I want my refund immediately. It took a day for them to withdraw my money it should take a day to put it back in.

Business

Response:

Case #: [redacted]

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

On March **, 2014, [redacted] contacted her local store and spoke to the Mattress Professional that assisted her at the initial point of sale. It was at that time [redacted] requested to cancel as the Mattress Professional attempted to review the terms of the financing for clarity [redacted] was adamant and the cancellation was

processed.

Sleepy’s was surprised to receive this complaint from your agency taking into consideration that [redacted]’s order was cancelled as she requested and her MasterCard account refunded (please see attached).

Since [redacted]’s invoice has been cancelled and her monetary investment refunded we believe that there are no further responses required and we will consider the matter resolved. If you require any additional information or if I can be of any further assistance please do not hesitate to reach me [redacted] at ###-###-####.

Review: Purchased 9 inch gel memory foam queen mattress from Sleepy's location in [redacted] My husband and I were not happy with Mattress. The gel mattress was vacuum sealed and as a result the corners of the mattress did not fully form so that the square. Instead they came to a point. In addition to this the mattress was not stable so we felt like we were apt to fall out of bed if not lying closer to the middle of the mattress. One week later I called the corporate office and was told that I would be charged $150.00 for the exchange and had to buy a mattress for equal or greater price. When I called the show room I purchased the mattress from the further explained that if I called within 4 days I would have been given uneven exchange without the charge. I explained to salesman that if I was told this at the time of purchase I would have called within that time frame. I was very displeased that I couldn't get a even exchange provided the mattress did not live up to its expected quality.Desired Settlement: I would like to get an even exchange without being charged $150.00 for the process.

Business

Response:

Case#: [redacted]

On September **, 2014, [redacted] and

[redacted] purchased from Sleepy’s, a queen size Classic Gel Memory foam mattress,

two full size Sealy Starlite Isle mattresses and a queen size mattress

protector. The delivery was accepted on September **, 2014.

On September **, 2014, [redacted]

contacted our Customer Service Department to inquire on a comfort exchange for

their Classic Gel mattress. She was advised of our comfort exchange program. Additionally,

she was advised there would be an exchange fee of $150 and the merchandise

selected must be of equal or greater value. [redacted] and [redacted] returned to

their local showroom this same day and reselected a new queen size Serta

I-Series queen size mattress. The new mattress was delivered on September **,

2014. Dissatisfied with paying the Disposal fee, [redacted] filed a

complaint with your office.

At the point of sale on

September **, 2014, [redacted] and [redacted] were provided with a purchase

invoice. The invoice outlines the “Satisfaction Assurance Program”. The

Exchange Policy specifically states that the exchange must be for merchandise

of equal or greater value and that a disposal fee in the amount of $150 .00

along with the applicable transportation fee of 99.99 would apply.

In review of [redacted] and [redacted]’s

account, a refund would not be warranted. Should [redacted] have felt and

advised of a potential warranty issue at this time, Sleepy's could’ve offered

an even exchange for the same mattress where the fees would not apply. However,

[redacted] contacted our Customer Service Department requesting to exchange

to a different mattress in which the fees are applicable in accordance to our

Satisfaction Assurance Program. We apologize for any inconvenience and as a

goodwill gesture we would like to offer [redacted] and [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

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