Sleepy's

Review: I purchased a new mattress set from Sleepy's in July 2013. While it was comfortable to sleep on during the initial "30 days satisfaction" period, the bed has progressive gotten worse. I called sleepy's who sent out an inspector and on visual inspection stated that there was not enough defect in the bed to trigger the warranty. Except a bed is meant to be slept on, not looked at! Anyone who lays on the bed can feel a difference in support on the two sides that are slept on regularly and the middle that no one sleeps on and still feels great. When I called to find out the results of the inspection, the only suggestion the customer service representative had was to return to the showroom and find a new bed that's more comfortable for me and "ask for a discount". Well, I thought, "sure, let me just take the bed I spent $1600 for, set that aside and spend more money at your store." I've tried to further address this through sleepy's but so far a promise to get back to me has not come through after 5 days and I feel now they are basically ignoring me. A quick review of their [redacted] page will reveal this is not an isolated instance, although they take great care to remove all messages that don't have a positive spin in theDesired Settlement: new mattress set of the same price point

Business

Response:

Case#: [redacted]

On March *, 2014, [redacted] contacted our Customer Service Department claiming

that the mattress purchased from Sleepy’s in July 2013 was sagging. As this potentially is a warranty issue, we

coordinated for an inspection of the merchandise. Sleepy’s requested a warranty

inspection from our third-party independent inspection company, for the customer.

The inspection results revealed that the mattress and box spring were not defective

pursuant to Manufacturer’s guidelines.

On March **, 2014 we advised the customer that her mattress and box spring were up to manufacturer’s

standards and we were unable to have it exchanged. Upon receipt of the complaint from your

office, we contacted the customer on March **, 2014. We offered to exchange the

customer’s mattress under our Satisfaction Assurance Policy. Customer accepted

our offer and reselected a new set on April *, 2014. The exchange was completed

on the [redacted] April, 2014.

We believe that no further action is required at this time. If we 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchase a new home in 2008 , and purchased a new bed from a company called rockaway bedding in [redacted].

I actually purchased 2 beds from them. [redacted] Get Directions

Phone number ###-###-####

This number and this location has been deleted.

I did enclose a citi bank receipt and proof of credit , in which I applied for credit on rockaway bedding and paid for my mattres.

I spend alot of money on my stearns and foster mattress. Almost $3000.00

Now the mattress is having an issue in which I cannot sleep where I use to sleep due to it is sinking down. I have to sleep on the other side, since Im the only one that sleeps on it. I have to sleep on the other side of the mattress.

As for the warranty with [redacted], they want me to lift up the mattress and hold it and take a photo for them. They want me to take a photo with a ruler and measure the depression.

There is NO way one person can do this. They are making it Impossible for anyone to take advantage of their 10 year warranty,

In fact they want the receipt , in which I have showed proof that it was paid for via credit line and it was paid in full

I just want my mattress replaced under their warranty. that is why I purchased this. due to the long warranty.Desired Settlement: fix the mattress

Business

Response:

Case #: [redacted]

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

his queen size [redacted] mattress purchased on September **, 2006

from Rockaway Bedding was sagging. Since this was what would be a

potential warranty issue, we coordinated for an inspection of the merchandise

on July **, 2014. The inspection results revealed that the mattress did

not meet the manufacturer’s standards. The inspector also identified numerous

visible stains on the mattress which would be a condition that voided the

manufacturer’s warranty. [redacted] Warranty clearly states, “The

Limited Warranty EXCLUDES: mattress fabric (covers with stains, soiling

or burns)”. Therefore, pursuant to the terms of the warranty, Sleepy’s

denied [redacted]’s request to replace his mattress.

On

August **, 2014, dissatisfied with the inspection results, [redacted] contacted

our Sleepy’s Customer Care Department and requested that we exchange his

mattress. He spoke with a supervisor and a manager who both explained the warranty

details. As his warranty is now invalid

due to the numerous stains, as an accommodation, [redacted] was offered a deep

discount on a new sale.

Dissatisfied

with our offer and the results of his warranty claim, [redacted] filed a complaint

with your office. As a direct result of this complaint, on August **,

2014, Sleepy's Customer Relations Department contacted [redacted]. An

explanation of the inspection results and warranty terms were provided to [redacted] which he again refused to accept.

[redacted] was informed our final offer would be a deep discount on a new

sale.

Please

be advised that we have also consulted with [redacted] regarding [redacted]’s concerns and they agree that he would not be entitled to an exchange.

Furthermore, we were informed by [redacted] that [redacted] has also

filed a complaint with Chicago Revdex.com against them. Below

is [redacted]’s response:

“Thank you for allowing us the opportunity to respond regarding

your claim. After reading the customers response we contacted the Sleepy's to

inquire about the inspection.

Based on the results of the inspection the mattress was deemed

to be in an unsanitary condition and therefore cannot be replaced under the

limited warranty.

In inspection agency stated there were "multiple large

stains on the top of the mattress. The inspector also provided photographs to

support his statement.

While it is never pleasant to disappoint our customer, at this

time is appears the retailer has correctly serviced your sleep set. We

appreciate your concerns and thank you for taking the time to contact us.”

We have extended our offer of a new sale at an accommodation price. Since

the warranty claim has been completed and denied, we believe that no further

action is required at this time. 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]

Your item is considered unsanitary and will cause me to get sick. At this point Im making a point that if your mattress or any product on your mattress is making me ill. I will send all cost involved to you.

As you have noted. The mattresss and the product is now unsanitary and you refuse to exchange this.

Assure sealy, you will hear from me.I worked so darn hard for this mattress and to have you guys Not nonor the warranty as stated and for sleepys to "upsell" me a matress is bad business practice.

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

Sincerely,

Review: I made a purchase for a mattress from Sleepys online on December **, 2013 order #[redacted] for a Sealy Austin Plush Queen Size Mattress. The mattress arrived to my home on December **, 2013 and I immediately realized that this was not a mattress that anyone could sleep on. I immediately attempted to contact Sleepys to voice my displeasure with this 4 inch mattress and I was unable to reach a live person. At this point I attempted to contact them via email. I eventually received an automated reply on 12/**/13 that someone would contact me within 2 days. I still have not received a call back. My wife eventually contacted them to explain our displeasure and requested our money back. She was told this may not be possible. But she was told we could exchange the mattress. We declined to do this since there was no way to guarantee the mattress would be satisfactory and they stated they would not replace it if it was. Please keep in mind the mattress was never opened or touched which was explained to them. In any event we stated we would like to purchase a futon instead of a mattress. They agreed and the order was placed. They never gave us a new order number, a receipt or bill of sale for the futon. We could not even see if and when this item was to arrive. In fact not even my first order seems to exist anymore after I emailed my initial complaints. In any event the futon just arrived on December **, 2013 via UPS and was left at my garage. When I arrived home that evening and opened it up I was shocked to find the contents not only rusted but damaged as well. The item appeared old. We immediately attempted to contact Sleepys again but we could not. Eventually my wife got someone on the phone during the week and she was told someone would contact us. Again we have not heard from anyone. Not via telephone or email. My wife called back again this time requesting our money back and she was told to wait until at least Monday January *, 2014 for a call back. Needless to say no one returned the call. My wife called back and requested a [redacted] who told her she would call my wife back. Again she never called her back. My wife eventually spoke to a Customer Service representative yesterday named [redacted] who said [redacted] would call us (do I need to say she never called us back). My wife called back three times yesterday requesting to speak to [redacted] but was unable to do so. [redacted] eventually told my wife to take pictures and email them to her. I took pictures last night and the pictures show even more detail than I noticed with my naked eyes. I could not believe a company like Sleepys could send this out to a customer. In any event my wife attempted to send the photos out and the email address does not even work. This was the last draw. I think we have been more than patient. The level of customer service with this company is absolutely incomprehensible. Please excuse any mistakes in my grammar as I am very frustrated.Desired Settlement: At this point I think we have been more than patient and I would like a refund and a letter explaining why no one to this date has contacted me via phone or email and I wrote at least three separate emails complaining since the initial mattress purchase.

Business

Response:

Case

# [redacted]

On December **, 2013, [redacted]

received delivery from Sleepy's of a Sealy Austin Creek plush queen size

mattress set, which was purchased via Sleepys.com.

On December **, 2013, [redacted]

contacted our Customer Service Department claiming to be dissatisfied with the

newly delivered mattress set and asked to return the merchandise. [redacted] was

informed once the merchandise is signed for and accepted, we are not able to

offer refund, however the exchange policy set in place would be extended to

him. [redacted] was advised he could go into any of our local showrooms to select

another bedding,

On December [redacted] 2013, [redacted],

contacted our Customer Service Department stating they would like to get a

futon in place of the mattress set. The new futon would come directly from the

manufacturer. Our records indicate the futon was delivered via UPS on December

27, 2013.

On December **, 2013, [redacted]

immediately contacted our Delivery Support Department stating the new futon

received was damaged and requested to return it. [redacted] was informed an email would be sent to our

Vendor Inquiries Department for a follow up. [redacted] was informed he would receive a call back.

On January *, 2014, [redacted]

contacted our Customer Service Department stating they had not received a call

back regarding the damaged futon. [redacted] was advised the Vendor Inquiry

Department was still looking into the matter and they would get a call back.

On January *, 2014, [redacted]

was advised the vendor would like

pictures showing the damage to the futon. This would prove [redacted]’s claim

allowing Sleepy’s the option of refunding him for the damaged merchandise. A

message was left giving this detailed information.

Upon receipt of [redacted]’s

complaint with your agency, our Customer Relations Department reached out to

[redacted] to no avail, however, a message was left for him. [redacted] kindly

returned our call and advised his wife tried to submit pictures but they

apparently were never received. [redacted] was asked to resubmit the photos again

and this time his wife was able to do so. Upon receipt of the necessary photos

to be sent to the vendor, our Customer Relations Department informed [redacted]

he would indeed receive the refund for the damaged futon and he could dispose

of the merchandise himself. [redacted] was

advised the refund would return to his Visa card on file and should take 5-7

business days to post.

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]

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]

As of this date I have still not received a refund. I was told 5-7 days and I have not received a refund at the time of this letter.

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

Sincerely,

Review: I purchased a bed in Feb 2014, the box spring broke so I called for a replacement. We received the boxspring replacement in which we left the plastic covering on. 1 week later we discovered bites marks on my wife's arms and legs. So we took the covering off and discovered bed bugs dropping from the plastic onto the floor. We took pictures of the infestation on the mattress and boxspring and sent it to the company. We spoke to a rep named David and Alica and was told that we would need to hire an exterminator at our own cost and they were not paying for it. We call ed again to speak to a manager Keyanna and she stated after we paid for the exterminator she would send a new set. I don't see why we paid $175.00 for Sleepy's mess. Thereafter we were informed she can't assist us but give us 1/2 price of the boxspring which is $200 in whic we spent $675.64 for the set and $175 for the exterminator. Can we please get help replacing our boxspring and mattress. We keep getting the run around and the problem is nt reseolved. We cant't keep sleeping like this, it's unhealthy for us and our kids. Please help.Desired Settlement: To replace our boxspring and mattress to make us whole again. Thank you.

Business

Response:

[redacted]On September **, 2015, thirteen months after the completed delivery [redacted] contacted our Customer Service Department, with claims of bites, and bugs.The information that we have acquired about the life cycle of bedbugs does not indicate the possibility that the infestation could have originated in newly constructed merchandise delivered over twelve (12) months prior delivered from the manufacturer or in Sleepy’s warehouse. First and foremost, bed bugs do not come from beds, they come from people. Because bed bugs live in beds and furniture, they come to be known as bed bugs. Sleepy’s warehouses and delivery trucks are tested on a regular basis and treated as a preventative. We have documentation supporting this and confirming that there are no bed bugs found. As a direct result of this complaint, Sleepy's Customer Relations Department contacted [redacted] and discussed his concern. The consumer recapped his complaint and advised of the alleged bites that he advised he had encountered and resulted in a associate of his completing a fumigation. [redacted] was advised we are unable to offer any form of monetary compensation however; we will extend the store credit reflective $353.16, which is the amount invested in the mattress in 2014. The consumer is aware that due to lack of a professional fumigation his newly selected merchandise will hold no warranty. [redacted] has accepted our offer and will utilize the contact information provided to advise of his selection. If you need any additional information please contact Chanda N[redacted] at ###-###-#### or [redacted].

Review: I had a mattress replacement delivered on 12/**/2013 and the delivery company damaged personal property. I immediately contacted Sleepys and a damage report was filed same day (REF # [redacted]). Sleepys has failed to contact me regarding reimbursement to fix the damage that was done (broken door and broken outside light). I suspect they have no intention of providing corrective action.Desired Settlement: Sleepys directly or through their delivery vendor is required under the law to provide cash reimbursement to fix the damage done to my personal property.

Business

Response:

Case#: [redacted]

Review: I purchased a mattress during their one day sale but I told the representative I wasnt sure I could afford it (I'm a single mom) He just kept saying do you need one? Yes thats why i'm here but it makes me nervous spending this much money ($850) It was a one day sale so I had to buy that day. He was giving me a great deal so I told him I would purchase it but I might change my mind so I told him to wait to deliver it until Friday so I could think some more and he said that was fine because one had to be shipped to them in the first place. Then I asked about the refund policy. He said just to call 1800sleepys and they'll take care of everything for you right away. We have great customer support. I decided the next day I just didnt want to spend the money in case something happened I didnt feel I had enough cushion which made me very nervous, so I called 1800sleepys that morning and cancelled it. I spoke to [redacted] and he said everything was cancelled and it should be back on my card within 3-5 business days. I waited 2 weeks it still wasnt on my card yet. I called [redacted] back and informed him a refund had not been given. He looked and said oh I see I dont know why it didnt go through. i'll put it back through now with a note to rush if they can. I waited another few days still nothing! I called again this time speaking to [redacted] she said the reason my refund hadnt gone through is because my order still was not cancelled! She cancelled it and put in an email ( because apparently thats the only way they speak to anyone in the company) to a higher up to approve my refund. I asked to speak to her [redacted] and was directed to AMY who happens to be one of the rudest most condescending people i've ever had the displeasure of speaking to. Instead of telling me anything about why or how this happened or doing anything to speed up my refund process she just told me the exact same thing I've been told the last few times reguarding my refund "it will be back in 3-5 business days and if its not be sure to give us a call back". It still is not refunded back as of today after I called [redacted] again and was told the head of accounting will be giving me a call. I called back since its 430pm and I called @ 9 this morning and spoke to a Karin who actually sent me an email conformation of my "refund" that still is not showing or pending in my account per my bank, and has been showing "refunded to my acct" on their end since last thursday but not anywhere in my acct. But she was at least pleasent and tryign to help understand why this hasnt happened yet and thats more then anyone else there has done!Desired Settlement: I want my money back in my account without any more run around or my wasted time so I dont have to worry about my account becoming overdrawn from my bills that automatically come out of my account and I can pay the things that I have to pay. It was beyond embarrasing to tell my landlord my rent was going to be late because I had an unexpected expense come up and thats why I decided against purchasing the mattress to begin with and it still didnt matter because that money is not back in my account.

Business

Response:

Case #: [redacted]

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

On July *, 2014, [redacted]’s refund was issued in the amount of $847.98. Unfortunately, and very much out of the ordinary the person handling [redacted]’s refund processed it incorrectly, causing a delay. Our Accounting Department has reinstated [redacted]’s funds to her Visa Card last four digits [redacted].

We sincerely apologize for any inconvenience that this delay has caused [redacted]. Since we have resolved the complaint to the

customer’s satisfaction, we believe that no further action is required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[Your Answer Here] they've sent me the same "receipt" and I could make one up that looks just like that but the fact of the matter is it's still not in my account and my bank isn't showing any record of a pending credit either. I've filed a dispute with my bank as of a few minutes ago because I still haven't received a call from their "higher up" and this seems to be the only way to get my money back!

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].

As stated in the previous response the consumer’s refund was processed and completed On July *, 2014. If the [redacted]’s are alleging not to have received their refund via their bank it is the consumer’s responsibility to work with his financial institution, the refund

transaction was processed correctly within our organization.

In response to the consumer’s statement “they've sent me the same "receipt" and I could make one up that looks just like that”. Sleepy’s is an established company that has been in business for over 75 years and has expanded company- wide providing consumer with false receipts and/or information is not a practice we take part in as a company. The [redacted]’s can be assured the refund invoice provided to them is valid and can be confirmed through our Accounting Department.

While we are immensely apologetic the [redacted]’s have yet to receive their refund there is no additional assistance we are able to provide partnering with the financial institution may assist the consumer towards a rapid resolve. If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted]

Review: Did not received the correct product(mattress) as purchase twin extra long 39x80m.Got a 39x77 which do not fit the bed it's to short after trying on three separate occasion to do and exchange the last time being on 11/**/13 we still received the short version 39x77,even thought order requested stated that the mattress be measured ( 39x80)before delivery.On asking for a refund I was told that once I sign for the delivery I can get a refund. Ask if I can select a mattress from a different maker I was told that I will have to pay a comfort exchange fee(which is to remove mattress that do not fix) ,which I told them I should not have to pay for that since the problem was there's.Documents will be furnish on requestDesired Settlement: Refund of $466.79 cost plus tax for Mattress

Business

Response:

Case #: [redacted]

On October **, 2013, [redacted] received delivery from

Sleepy’s of two (2) twin size Sealy mattresses as well as one (1) twin extra-long

size Sealy mattress. On the same day of delivery [redacted] contacted our

Customer Service Department stating that the twin extra-long mattress was too

short. [redacted] was advised the manufacturer gives a variance of being 2”

short or 2” long. [redacted] claimed the mattress was shorter than the standard

80” it should be. [redacted] was scheduled for an exchange on October **, 2013.

On October **, 2013, upon [redacted]’ delivery, the

driver contacted our Delivery Support Department stating [redacted] wanted to

refuse the twin extra-long mattress claiming the length did not meet 80”. [redacted] was advised to refuse the mattress and Customer Service would follow up

with her. On the same day, [redacted] was contacted by Customer Service and

informed she would receive a follow up call that Monday. In the interim,

Customer Service would follow up with the warehouse to have the mattress

inspected so we could redeliver one that would be the preferred length. [redacted] accepted a follow up call back.

On October **, 2013, our Customer Service Department

contacted [redacted] to advise her that a mattress meeting her standards was

available. [redacted] was informed the mattress would measure 38.5” x 80”

despite the standard 39”x80”. [redacted] accepted and delivery was scheduled

for November *, 2013.

On November *, 2013, upon [redacted]’ delivery, the

driver contacted our Delivery Support Department stating [redacted] was again

dissatisfied with the mattress claiming it was not measuring 80” in length.

[redacted] requested to refuse delivery stating she would return to the local

showroom to speak with the sales associate.

On November *, 2013, the Mattress Professional

contacted Customer Service on [redacted]’ behalf. Again, [redacted] was

scheduled for an even exchange. The delivery would be scheduled for November *,

2013.

On November *, 2013, upon [redacted]’ delivery, the

driver contacted our Delivery Support Department stating once again [redacted]

was dissatisfied with the mattress claiming it was not measuring 80” in length.

[redacted] requested to refuse delivery stating she would return to the local

showroom to speak with the sales associate.

On November **, 2013, Sleepy's received [redacted]’

complaint filed with your agency. Upon receipt of the complaint filed with your

office, our Customer Relations Department contacted [redacted] and [redacted]. In the

interest of 100% Customer Satisfaction Sleepy's offered to remove the Sealy

twin extra-long mattress only for a refund. [redacted] accepted and the removal

took place on November **, 2013.

Since we have resolved the complaint to the customer’s

satisfaction, we feel that no further action is required. If you have any

further questions, please contact [redacted] at [redacted] or via

email at [redacted]

Consumer

Response:

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

Sincerely,

Review: My husband and I purchased a California king mattress along with pillows and mattress cover from Sleepys July**, 2014. The first issue we had was that when everything was delivered we received the wrong size mattress cover. We called the store and they apologized and said that they would have one delivered to a store for us the next week for us to pick up. I called the store to make sure it was there before going to get it and it had not been delivered to the store. The gentleman I talked to said that he would order it and make sure that it is delivered to a store for us the following week. We went to the store that he said we could pick it up at and and no mattress cover. The gentleman there said that he would order it and have it delivered to our house. After about 3 weeks of sleeping on the mattress with no mattress cover, risking voiding our warranty if any type of stain were to get on the mattress we finally got a mattress cover. The next issue we had was that we realized the huge ripples on the surface of the mattress was not going away. We called Sleepys and they had to send out a company to inspect the mattress. This whole process took another 2-3 weeks. I finally called to check on the progress of the matter and Sleepys let me know that the mattress we have is defective and we can make an exchange for the same mattress that is not defective. So I set that delivery up and that took another 2 weeks since it is a special order. When they delivered the mattress we checked it before they left to make sure there was no issues and we discovered a stain so we declined the mattress delivery and they took it back. At this point we didn't even want the same mattress again so we called Sleepys and they said they would give us a credit toward picking out a different mattress. We went to Sleepys looking for a pillow top California king that would be equal to the mattress we had. We ended up picking out two mattress possibilities that we were comfortable with. One mattress was a new brand that had just came out and they could not lower the price of that one, the other mattress called the Beauty Rest World Class they said would cost us $800 more then what we spent. We did not have more money to spend on a mattress nor was we willing to give Sleepys anymore money with everything that we had been through. Despite all our troubles they would not work with us any further on price. We decided that we would have to settle for the original mattress and try to order another one that hopefully did not have any stains or ripples. I called to order that mattress and Sleepys said that mattress could not be delivered until a month from when I called, December**, 2014. Sleepys said that they could not set up my delivery date at that time because they did not have a delivery schedule for that far out so they told me to call back the following week. I called back the following week and Sleepys told me that the mattress is now discontinued so we are not able to order it anymore. We was very upset because none of this was our fault. I talked to a supervisor and she said they could not do anything further for us except have us go back and pick out another mattress that was cheaper then the one we said we liked. I explained to her that we already went to the store and we already picked out the mattress we liked. I told her we do not feel like we should have to settle for a mattress we do not like as much as what we have. With all that we have been through we do not feel we should have to pay anymore out of pocket. I asked to speak to whoever was above her and then she put me on a long hold. She came back saying that she could take our old mattress and box spring back and exchange it for the new Beauty Rest mattress and box spring for around $500. I got off the phone very upset and unhappy. At this point it is not unreasonable for them to give us the mattress we want for no extra cost.Desired Settlement: We would like Sleepys to take back the defected mattress and box spring we have and exchange it for the California king Beauty Rest World Class Mattress and box spring at no extra cost.

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted]’s concern of the difference in price was thoroughly reviewed. As you can understand, although customer satisfaction is our primary goal, the price points offered are established. However, in [redacted]’s case, Sleepy’s will agree to depart from its well-established procedures and as a gesture of good will, offer [redacted] the option of employee pricing to assist with the absorption/reduction of any out of pocket cost. The consumer can contact me utilizing the information below to take advantage of this offer/accommodation. Since we have reviewed the consumer’s complaint and offered resolve, we believe that no additional responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I did not get a price that Sleepy's is offering the mattress to us for. All that is stated is "employee pricing." How much would we have to pay for the mattress we want out of pocket with the employee rate? They have already offered it to us at a discounted rate as stated in the summary of what took place. I can not tell if that would be any less then what was already offered.

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]. We are surprised to receive this rebuttal from your agency considering [redacted] has reached out to our Consumer Relations Department as previously advised. The balance due originally being requested was $589.00 approximately; in the pursuit of Customer Satisfaction the consumers out of pocket cost was dramatically reduced to $71.61; which the consumer visited her local showroom to complete the necessary finance paperwork. [redacted] was reminded that all pricing is affixed and this is a one-time accommodation only. Since we have previously resolved the consumer’s complaint, we believe that no additional responses are required at this time. If you have any further questions please 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: Purchased mattress & box spring on July *, 2013. In February I developed back problems from the mattress. I returned to the store and they said to call corporate. I call corporate they say they have to have someone come out and inspect bed which took 3 week process. Sleepys call me to say it didn't pass the "dip" criteria. It dipped one inch in 6 months but needed to be 1.5 inches. The problem is I cant sleep on the mattress because IT CAUSES BACK PAIN and have no bed to sleep on for over a month at this point. Call Corp again - they agree to exchange the mattress (up to a year to do it) but I want a refund because they took so long to rectify the situation. Because Im without a mattress to sleep on, I purchased another mattress from another store. I do not want an exchange but a refund which they say they cannot do. I spent 1484.00 on this mattress which is useless to me and already replaced the mattress while going to a chiropractor and physical therapist. I would like a full refund (less the 125.00 return fee) and I will return the mattress but now the store refers me back to corporate AGAIN. They are dragging out this issue to avoid refund. I have spent money on doctors from this mattress and they want to give me another one. They don't have a mattress in their store that I am interested in.Desired Settlement: Refund of $1359.00

Business

Response:

Case #: [redacted]

On July *, 2013, [redacted] purchased from Sleepy’s a Sterns and Foster queen size

mattress and box spring set. The new bedding was delivered on July **, 2013.

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

claiming that the mattress and box spring she purchased in July 2013 was

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

coordinated for an inspection of the merchandise. The inspection results

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

were deemed not defective pursuant to the manufacturer’s warranty.

We advised [redacted] on April *, 2014 about her warranty results. [redacted]

was dissatisfied with the warranty results. She has since advised us that

because it took so look to have the mattress inspected and a decision rendered,

she has since purchased another mattress and is seeking a refund. We are unable

to consider that request for several reasons. We have a ‘‘No Refund Policy,”

which is clearly outlined on our Terms and Conditions, which the customer

received at the point of purchase. When we advised the customer that her

warranty request was turned down, we offered to exchange her bed under the Satisfaction

Assurance Program. Customer qualified for that alternative program because she

has had her bed for less than a year. We also advised her on April *, 2014 that

she had to complete the exchange by July *, 2014 as this was the 1 year

anniversary of her purchase. We rendered our inspection results and offer

within two weeks of the customer notifying us about the problem she was

experiencing with the mattress.

We reached out to the customer on June **, 2014 and again reiterated our “No

Refund Policy.” We advised customer that she can still have the bed exchanged

under the Satisfaction Assurance Program as long as it is completed by July *,

2014. Customer again refused that offer advising that she already purchased

another mattress from one of our competitors.

If customer does not need a mattress at this time we can offer her Sleepy’s store

credit to use in the future but we would have to retrieve her existing mattress

before the [redacted] of July 2014. We will reach out to the customer again

in an effort to settle this dispute and will update your agency when it is

resolved.

In the interim if you require any additional information, please contact [redacted] on [redacted] or [redacted].

Review: I purchased a bed frame and mattress from Sleepy's. Less than a month after buying the product the wooden slats cracked making the bed unusable. I called Sleepy's about the issue and they said they'd send someone out to bring new slats. I gave up a day to wait and they came with the wrong size slats. They said they'd come the following day and then never showed up. After I called, they said they'd schedule something for a third day, and on that third day when I called to confirm, they told me that had no record of it being scheduled. I've tried calling repeatedly only to be told to hold and then get hung up on or that they will call me back, which they never did. They eventually brought a lower quality metal show room frame as a "temporary" replacement since they claimed they would not have a replacement frame for the unit I had originally had for four or five months. I've tried emailing, calling, web chatting with their agents to which I get no response or the run-around. The closest help I had was when someone left me a voicemail saying to call him back but never left and extension number or a last name, so when I called back, they could not transfer me. All I want is this issue resolved, but no one wants to take responsibility and get this matter done. The item I spent several hundreds of dollars on didn't even last a month.Desired Settlement: I'd like the replacement to finally come and be taken care of or for someone to provide me with a suitable replacement that is comparable to the original item I had purchased as soon as possible.

Consumer

Response:

I have been in contact with the business in reference to complaint ID [redacted], and have finally received the replacement product I've been waiting for these past three months and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Upon entering Sleepys in Elmhurst, New York, I spoke with a representative, who gave inaccurate information about the Tempur-pedic Simplicity model. He informed me that it was only for children who weigh under 70 pounds, which after speaking directly with Tempur-pedic is false. I then placed an order for a different mattress. Upon going home, I decided to cancel my order. I called [redacted] that night (July **, 2013) to cancel my order. He said it would be no problem. After following up on the status of my canceled order on July **, 2013-a representative at Sleepys said that it was never canceled. Another customer representative then called me on JUly **, 2013 stating that my order was canceled and that I should receive a refund within 3-5 business days. On August *, 2013 I called Sleepys and a representative informed me that the information was not given to their accounting department and therefore a refund was not yet issued. A representative then informed me that a refund would be given to me that day (August *, 2013). I have never witnessed such incompetency. I will never purchase again with Sleepys.Desired Settlement: IMMEDIATE REFUND.

Consumer

Response:

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

Sincerely,

Review: I bought a rhapsody temper pedic mattress, and we are having some major back pain do to the sinking in of our mattress and we are are demanding an exchange of product. We spent 4500.00 on our our purchase expecting to enjoy a lifetime worth of product but we can not take it anymore.

We contacted temper pedic and they said there is nothing they can do.Desired Settlement: We would like to get another mattress that can support our daily lives. We need a more firmer mattress.

Business

Response:

Case #: [redacted]

On April **, 2012, the [redacted]’s received delivery from Sleepy’s of a Tempur-Pedic queen size Rhapsody mattress, two pillows and (1) one adjustable bed base, one queen size zipper encasement and a Tempur-pedic ergo brackets. Sleepy’s and Tempur-Pedic extends to our customers a ninety-night (90) home trial period.

On April **, 2012, the [redacted]’s phoned into Customer Care inquiring about a Comfort Exchange it was relayed to

the consumer that he acquired the Tempur-pedic on an exchange and any exchange done after thirty (30) days of the Tempur-pedic being in the home will be his final exchange, the consumer never called back or followed up within that specified time period.

On May **, 2014, two years and two days later Sleepy’s received this complaint from your office. Sleepy’s and Tempur-Pedic extends to their customers a ninety-night (90) home trial period and the [redacted]’s had exceeded that time period by over two years. If they chose to exercise the option of returning the mattress ONLY during the trial period, they would have been charged a $175.00 return fee and the cost of the promotional accessories provided as a condition of the purchase which 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.”

If the [redacted]’s are experiencing what they believe may be a warranty issue they would be required to contact Tempur-pedic directly as Tempur-pedic handles their own individual warranty claims. Tempur-pedic can be reached directly at ###-###-#### and they will be able to assist the consumer with their concerns.

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

Review: **I had to return a Tempur-Pedic mattress and I purchased Stearns & Foster mattress in its place. There was a price difference and I have an invoice for a refund of $962.48. I checked a week later but American Express said it hadn’t been refunded.

A call to Customer Service revealed that the refund hadn’t been submitted. The agent said she was submitting it. The invoice for my exchange listed the refund as $962.48. Imagine my surprise when she said I was getting back only $722.97. The problem stems from the headboard that I had purchased. Because that order hadn’t been submitted either (but I was charged for it), I cancelled the $239.62 charge on the phone. I explained it to her but she didn’t understand.

What she did was deduct the headboard refund from the mattress refund, NOT FROM the TOTAL charge.

I called back to complain and talked to [redacted]. I had to argue until he understood; I made him go through the invoices line by line until he realized Sleepy’s error, but he said he couldn’t fix it. He had to send a message to accounts receivable to explain what went wrong and they would rectify it. I called him later to check and he said accounts receivable didn’t understand and his [redacted] would handle it and call me back.

Days later [redacted] said accounting didn’t understand. He didn’t either. Finally, I gave an example. I said if I buy two things in a store for $12.00 one day and return the $10.00 item the next day, I get back $10.00. If the day after, I go back and return the other item, they give me the $2.00 back I had paid for it. They don’t take $2.00 away from the $10.00. Then he understood and said he’d talk to accounting again on Monday and call me back.

Today is Tuesday and [redacted] has not called back or answered my voicemail messages.

I am still waiting to hear back if Sleepys will refund the correct amount. The total of my two refunds should be $1202.70.

I shouldn’t have to argue to avoid being cheated by SLEEPY’S and I shouldn’t have to wait days for the error to be fixed. This is an unconscionable error.

My other issues of dissatisfaction stem from these three categories:

1. Uncooperative, actually customer-hostile, delivery people;

2. Indifferent salespeople at the [redacted], NYC) location;

3. Inept record keeping and order processing.Desired Settlement: Of course I want my money back. But I also have wasted so much time (from late June and it's now August **) that I should bill Sleepys for my hours of arguing, frustration, and worry. I definitely want an apology in writing. They actually should refund the whole amount for all the arguing their people did and their stupidity with basic arithmetic.

Business

Response:

Case #: [redacted]

On June **, 2014, [redacted] purchased from Sleepy’s a king size Tempur-pedic

mattress, two extra-long twin adjustable bases, a king size headboard and a

king size mattress protector. The total amount of the order was $4,185.16

(including tax) and delivery was completed on July *, 2014. Upon delivery, [redacted] advised that she would not be accepting the headboard and requested to cancel

the item. This would result in a refund of $239.62 (including tax).

On August *, 2014, [redacted] returned to her local showroom requesting to do a

comfort exchange. [redacted] opted to go with a king size Stearns & Foster

mattress which was of lesser value than her existing mattress. Upon completion

of the exchange, [redacted] would be entitled to a total refund of $962.48

(including tax) for the difference in price. [redacted] received delivery of

the new Stearns & Foster mattress on August *, 2014.

On August **, 2014, [redacted] contacted our Customer Service Department to

inquire on the status of her refund. [redacted] was informed a refund for

$722.97 was still pending and would be submitted for processing to our

Accounting Department. On this day, [redacted] called back our Customer

Service Department to dispute the amount of her refund. [redacted] informed

the refund should be $962.48 in addition to $239.62 for the headboard she

previously cancelled. [redacted] was informed a correspondence would be sent

to our Accounts Receivable Department for further review.

On August **, 2014, [redacted] contacted our Customer Service Department

requesting to speak with the representative she spoke to the day prior. She was

informed the representative was not available and was offered a call back. She

proceeded to discuss her credit amounts in detail. [redacted] was informed a

correspondence would be sent to our Accounts Receivable Department for further

review.

On August **, 2014, [redacted] contacted our Customer Service Department

requesting to speak to a [redacted] regarding her refund. The Customer Care

[redacted] on staff reviewed [redacted]’s account and informed a refund of 239.51

was submitted on August **, 2014 and the refund of $722.97 was submitted on

August **, 2014. The Customer Care [redacted] also informed [redacted] another

refund of $239.51 was in question and would be reviewed further.

On August **, 2014, [redacted] received a follow up call from the Customer Care

[redacted] informing the error was identified. The [redacted] explained the king size

headboard was never cancelled; therefore, the refund for $239.51 was not

visible. [redacted] was advised the headboard was cancelled off of the order

and the refund request was submitted. [redacted] received the remaining refund

of $239.51 on August **, 2014.

We truly apologize to [redacted] for any inconvenience she experienced with her

transaction and level of service offered. Sleepy's has sent [redacted] a

receipt for her records as well as an apology letter. Since we have

resolved [redacted]’s complaint, we feel no further action is necessary. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Sleepy's has the worst customer service ever. Everytime I called customer service each one of them gave me a different policy. I bought a Tempur-Pedic bed from Sleepy's in [redacted] and I wanted to return it because my body didn't like it. I went to the store in [redacted] because that's where I moved. They said you can not do a return you have to exchange it. Then I called customer service they said the same exact thing no returns. I went back to the [redacted] store they said the same thing. So I did an exhange with another mattress which was delivered defective. The delivery guys said sleep on it the bumps will go away. Well it didn't. I called Customer service the 30 day exchange period was just over so I had to do an inspection and was qualified for an exchange. The customer service representitave said go to the store and pick any bed you like I asked specifically if I could choose any bed and they said yes. I go back to the [redacted] store they said I have to pick a bed with equal or lesser value. So I call customer service once again they said well you had an option to exchange or RETURN the Tempur-Pedic but you chose to exchange. WHAT!!!! I had a chance to returnnnn when 2 of theirs stores ([redacted] and [redacted]) plus customer service said Sleppy policy has no returns on Tempur-Pedic. I go back to the sales guy in [redacted] he still says we dont do returns and we work seperately from customer service. I don't understand how the same company can have different policy. From my experience I noticed that they change their policy's each time so Sleepy's always wins not the customer. They lie and want your money and don't care about customer satisfaction. I should've done more research about this company. SO they are bunch of liars stay away from them and save your money and time. I have a lot more but want to keep this short. I talked to the manager she just says sorry. I told her about this bad review she didn't even care. I guess this is how Sleepy's grew as a company.

Review: I went into sleepys on the labor day sale and wanted to purchase a bed. the day I was there was a [redacted] was there in the store and the gentle man that was helping me tried getting me approved threw a bank and it was denied by the bank. so he suggested that we try going threw progressive so we did and they approved me for a low amount so the gentlemen called progressive and talk to them about getting the price that they would loan higher. progressive asked for my e-mail and the sales person gave them my email and my information. they approved me for 1600.... so the district manager lowered the bed amount so it would be that price is what I was told so it was 1609.33 I paid the 40.00 down that they wanted. So the new price on my bed is 1569.33. so the sales person told me ( and I have a witness ) that I could pay on it for a year. and I was like wow Im getting a good deal. He said yea the manager lowered the price way down ( and im sorry but I cant remember what the original price was its not on my documents ) so he said that my payment EACH MONTH would be 130 and some change. then he remembered for the bank request that he put in that I get paid by-weekly. I said yea I get paid by-weekly. he said they will take payment by-weekly if u wanted to. if that was easier for you he said. I said that sounds good lets do it. And I said THREE times are u sure there is no hidden fees, are u sure there is no interest, are u pulling my leg ( just being funny ) he sad nope. your payments would be 60 something EVERY TWO WEEKS. so I said lets go ahead... he said ok im j going to schedule ur delivery and I asked if there was any delivery fee he said nope itll be taken care of ( and there wasn't any delivery fee ) so we schedule for the next day witch was a sunday. he said sign right here for to confirm ur delivery date and for the receipt. so I signed the the screen ( for just that and nothing else!!! ) .... I thought that omg im a big girl I j got something on my own. I was so excited I couldn't even sleep that night because I was so excited. I got my bed and I do love it... until.... a couple weeks later I checked my bank account and I saw two payments of 108 from progressive and I looked at the dates they the first on was 09/**/2012 and the next one 09/**/2013 (wiich is every 2 weeks ). I was like ummmmm that's not right so I called my bank to see what was progressive rent ( that is what it came up as in my account ) they said that they weren't sure what it was and recommended calling progressive the car insurance and see if it has anything to do w my car insurance. ( my car insurance is threw progressive ) so I called and they told me it wasn't them it was something different.. they said it was like a finacing place... so I called sleepys and talked to someone and exsplained them the situation and they said that is weird that would happen so they gave me the number to progressive... I called and they told me that I signed a contract. I told them I NEVER signed any contract and the lady I spoke w said that she had it and she would email it to me. so I went into my email got the contract ( witch I never ever seen in my life ) and I go to the bottom of it and to find out ITS NOT MY SIGNATURE!!! so me crying and upset I called progressive back and I got a gentlemen on the phone and esplained it again to him and he went in and looked into my account he said it was done by my email. I said what are u talking about. he said that some one would have to go into ur email and type your name in and it would automatically sign for you. I said well that's not right at all because I never did that. I never ever went into my email and typed in my name for anything. he said that well did u give the sales associate your password to your email? I told him defentaly not!!! I would never give my passwords to any one. that is the stupidest thing I ever heard. I told him this is wrong in so many ways.... I was told I would be paying 60 something every two weeks and know this is happening. its not my sig at all!!! I never saw a contract with progressive ( that the sales associate should have showed me ) so I tried calling sleepys for hours and there was no answer... I finaly got another gentle man at another sleepys and I made it clear that I wasn't happy. in the matter of sec I got a call from my sales associate and I told him that this is not right at all... and his replay was to take it up with progressive because its there lease and may be they can do something to help me. me being in such discuss I was dum founded that this would happen... so I went down to sleepys on weds of this week and spoke with some one and told them everything. and she said that I would have had to sign to go any further and I said the only thing I signed for was my receipt.... and she was acting like she didn't believe me about my sig on the contract so I pulled it up on my phone on my email and showed her.... then she changed her story. she told me that I should deffently call corporate and file a complant. I told her well im going to do that ( witch I already was planning on it ) and I going to Revdex.com and this is going to get fixed or you will be hearing from my lawyer...... from what progressive said to me the contract states that if I pay it before 90 days I wouldn't get charge with fees.... or if its after 90 days then ill get charged.... that is the stupidest thing I ever heard because that is doesn't make sense my bed is 1569.33 and if I don't pay before 90 days then ill get charges and we calculating what my bed would be if that happen and the price for be over 2600.00...that is redicoulious!! I was NEVER told any of this by the sales associate. I have a witness also..... I asked him several times are u sure that this is right because it seems to good to be true.... he lied to me and told me false information. things were signed that I never signed or gave permission for any one to sign! I will even send you the sig that they say I signed and my actual signature... it is not even the same at alllllll I got screwed over and it up sets me.... this should never have to happen to any one and I will make it known to people about this..... I want this resolved or my lawyer will be in contact with you... and if I don't get my bed for the price it is for 1569.33 I want it returned!!!!Desired Settlement: I want my money refunded back to me ( the 2 payments of 108 ) because what is happening here is so illegal in so many different ways!!! the only way I will backed down from this is if I pay the payment I was told ( the 60 something every two weeks for a year ).... or I get my bed for free... because from all of this... the time I spent on the phone... not getting any where with sleepys... time away from my family.... I should get the bed for free... this is not right at all!!! and I want this straightened out or my lawyer will be getting ahold of sleepys..... and if I even have to go sleepys with a cop and my lawyer I will do that.... I am so traumatized by this exsperance ... I cant believe that people would do this.... its not right at all!! I want this straightened out or there will be a law suit!!

Business

Response:

Case #: [redacted]

Review: Re: Serta I-Series Pillow-top mattress purchased on January *, 2013Confirmation #[redacted] (Sleepys) / Reference #[redacted] (Serta)On January *, 2013, my husband and I purchased a Serta I-Series pillow-top mattress set (style #SRIS245/6SER) at Sleepys (The Mattress Professionals), located at [redacted] (Route *) in [redacted] In early February 2014 I contacted the Sleepys customer service division, located in [redacted] to inquire about the mattress warrantee because we were experiencing what we believe to be excessive lumpiness and the mattress appeared to be caving-in on one side. I was told the mattress was covered under the warrantee and if it met the warrantees standards, we would be eligible for a full refund or replacement of the mattress. The mattress needed to be evaluated by an inspector. The evaluation took place on February **, 2014. They gave me #[redacted] as the confirmation. I was told by the inspector on the day of the evaluation that Sleeps had seven to ten business days to respond to me regarding the inspectors findings. After ten business days we did not hear from Sleepys regarding the outcome of the evaluation, so I contacted them (via phone) on March **, 2014. Unfortunately, after several contacts with the company, we still do not have the results of the evaluation or answers to several questions we have asked. We are disappointed because we have not received the proper documentation and explanations we have requested. The last communication we received from the company was on March **, 2014. Below is a brief timeline of the contacts we have had with Sleepys customer service unit to get answers regarding the above mentioned situation. March **, 2014 I called Sleepys to get the results of the inspectors evaluation. I was told the evaluation had been submitted and that I should have received a report from Sleepys. Since we had not received anything, I asked for the results and was given a verbal answer that the mattress appeared to be normal. When I asked what the inspector said about the side of the mattress which appears to be caved-in, I was verbally told that the inspectors report mentioned the problem but did not include measurements of the collapse. I asked about an appeal process and was told I must call Serta.March **, 2013 I spoke to a Serta representative who told me that Sleepys was responsible for evaluating the mattress and determining whether or not the problems with the mattress are covered under the warrantee. She suggested I call Sleepys back and request a re-evaluation, a copy of the inspectors report and a copy of the warrantee standards. She gave me #[redacted] as a reference number.March **, 2014 I made my second call to Sleepys and requested that copies of the inspectors report and the warrantee standards be sent to me. I was told that since my first phone call earlier that day, someone had submitted a claim for a re-review and that I would hear from Sleepys the following day or no later than Monday, March **, 2014.March **, 2014 After not receiving any return phone calls, I called Sleepys again and spoke to [redacted] (not sure of the spelling). [redacted] promised me that he would research the situation. He asked me to call him on Saturday, March [redacted] and he would have an answer for me at that time. Up to this point I had not received a copy of the inspectors report and requested a duplicate be sent. He told me he was putting in the mail that day. As he requested, I called [redacted] and left messages for him to return my call on Saturday, March [redacted], Monday, March [redacted] and Tuesday, March [redacted] never returned my calls. The contact information he gave me was ###-###-####, extension [redacted].March **, 2014 I spoke with [redacted] and explained my concerns. I told her that we had not received the copy of the inspectors report that I had requested two times earlier. She told me that she would put a copy in the mail to me. She reviewed the inspectors report with me and said that the mattress was up to the manufactures standards but it was not clear about the cave-in on the left-side of the mattress. Since I had contacted Serta, she suggested that she send the inspectors report to them for review. She confirmed, via email (copy attached), that the report was sent to Serta. She said she would follow-up with Serta and let me know the results. I spoke to her again later that day and on Saturday, March [redacted]. With both phone calls she reported she had not heard from Serta.March **, 2014 [redacted] called my home phone and spoke to my husband. She reported that she still had not heard from Serta but would follow-up with them on Monday (March [redacted]) and let us know. My husband told her we still had not received a copy of the inspectors report and requested another copy be sent.April [redacted] 2014 I emailed [redacted] asking for an update to the situation. A copy of this communication is attached. [redacted]s direct phone number is ###-###-####; her email address is [redacted].May *, 2014 I sent the attached certified letter to the Consumer Complaint Division of Sleepys with a copy to the Customer Service Department of Serta International.As of this date, we have not heard from either company or have received an answer from Sleepys as to whether or not the cave-in on the left side of the mattress is covered under warrantee. We have not received a copy of the inspectors report that had been requested four times. We had asked them to comply with our request no later than May **, 2014.Desired Settlement: Unfortunately, at the time we purchased the mattress, we did not receive a copy of the warrantee. However, we believe that the mattress is defective and should be covered under the warrantee for a full refund or replacement. In my May [redacted] communication to Sleepys we requested the following:A written response regarding the status of the inspectors evaluation along with Sleepys and Sertas findings.A copy of the inspectors report along with the warrantee standards.A written explanation of our options in regard to an appeals process, including how we can request that the mattress be re-evaluated before the normal inspection period.Since we have not received any communication from them, we are now requesting a full refund of the purchase of the mattress so we can purchase a new mattress from someone else.

Business

Response:

Case #: [redacted]

On January **, 2013, [redacted] and

[redacted] received a Serta I-Series king size mattress set along with some

accessories.

On February *, 2014, [redacted] contacted our Customer Service Department claiming that the mattress was sagging

and caving in on one side. 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 and only mentioned

[redacted]s’s concern of the left side caving in, however, the pictures taken

did not depict the defect. Therefore, Sleepy’s denied [redacted]’s request to

replace the merchandise.

On March **, 2014, [redacted] contacted our Customer Service Department to inquire on the outcome of the

recent inspection. [redacted] was advised the Serta mattress and box spring met

the manufacturer’s specifications and were therefore considered up to

manufacturer’s standards.

On March **, 2014, [redacted] contacted our Customer Service Department requesting to speak to a supervisor

regarding the outcome of her inspection. [redacted] expressed her

dissatisfaction with the outcome stating the mattress was visibly caving in on the

left side. [redacted] was informed Sleepy's would forward a copy of the

inspection to Serta for further review. [redacted] was informed once the vendor

responded back we would follow up with her. Later this same day we followed

with [redacted] and informed the vendor had not responded as of yet and once

they did we would follow up with her again. On March **, 2014, Sleepy's

contacted [redacted] once again to advise that we were still waiting for Serta

to respond to our inquiry.

Upon receipt of [redacted] and [redacted]’s complaint, we contacted Serta Bedding Company to inform we had not

heard back from them and asked for the outcome to our inquiry. Serta agreed to

replace the Ferla’s mattress.

On June **, 2014, the Customer Relations Department of Sleepy’s contacted [redacted] and informed her mattress

would be eligible for exchange. Despite, [redacted]’s request for a refund, Sleepy's

does not have a return policy and an exchange would be the only option. [redacted] and

[redacted] are able to use the credit towards an even replacement or towards selection

of a mattress from a different vendor.

Since we have resolved [redacted] and [redacted]’s complaint to their satisfaction we believe no further action is

necessary. If there should be any further questions or concerns, please contact

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

Consumer

Response:

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

However, I would like to express our dissatisfaction with the lack of customer service we received from Sleepy's. Until we filed complaints with the Revdex.com and the [redacted], we did not request that the mattress be replaced but rather we requested the process by which the mattress would be reevaluated. We reached out to Sleepy's two additional times after March [redacted] before we filed the complaints. This matter could have been resolved long before the complaints were filed.

Thank you to the Revdex.com and the CT Department of [redacted] for their assistance in bringing this complaint to resolution.

Sincerely,

Review: Two mattresses ordered online 11/*/13 and delivered approx. two weeks later.Order #[redacted].In March of 2014 we noticed sagging and uneven surfaces on both mattresses.Called numerous times and did not get anyone to inspect them till August ** 2014.The gentleman who came to inspect the agreed after measuring them with an electronic level tool hooked to a laptop computer that both mattresses were sagged and defective.He said sleepys would contact us and would definetly replace both matresses.They called sept.* and stated they would replace one and reevaluate the second mattress Aug of 20015.I told them what the inspector stated to us on aug ** and refused to accept their solution.I asked for a refund or replacement of both but they would not agree.Since then I have gotten a runaround and no satisfaction.They will not honor their gurantee and replace their defective mattresses.Desired Settlement: I would like a refund or replacement of these defective mattresses.At this point I am sorry I ever got involved with sleepys and would use another company

Business

Response:

Case #: [redacted]

On November *, 2013, [redacted] purchased from Sleepy’s two Simmons Beauty Rest Recharge full size mattresses, box springs, and two Canyon brown headboard and footboards. At the time of purchase, [redacted] received an invoice containing a statement of Sleepy’s No Refund Policy in clear and concise language. The No Refund Policy is also conspicuously posted in Sleepy’s showrooms.

On July **, 2014, the consumer contacted our Customer Care Department with claims of the mattresses delivered November 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of both sets. The results of the third-party independent inspection company determined that one of the full size sets was not performing up to the manufacturer standards. The inspector provided photos four and five (4,5) to support this findings. However; the second set was in fact performing up to the manufacturer standards and was therefore ineligible for a warranty exchange. This information and the inspector’s findings were relayed to [redacted]. The manufacturer’s Legal Limited Liability warranty provided to the consumer at that time of delivery states in clear and concise language: “ What is excluded under this warranty is normal body impression of an inch and a half (1 ½) or less.” The consumer’s second set has empirical measurements of one inch (1), which validates the merchandise is not in a defective state in accordance to the manufacturer guidelines. If [redacted] is dissatisfied with the performance of the merchandise the manufacturer allows one (1) inspection per calendar year. The consumer is able to have another inspection January 2015. If the consumer is seeking another inspection in the same calendar year there will be a fee of $50.00.

Our offer remains open of coordinating [redacted]’ inspection in January 2015; the consumer can reach me to coordinate by utilizing the contact information below. Since we have reviewed [redacted]’ complaint we believe no additional responses are required at this time. If you have any further questions please contact [redacted] at ###-###-#### or [redacted].

Review: The representative said that they offered "Interest Free Financing" but did not explain that if a monthly payment was not made that we would be charged a "late fee" of $35/month and it would impact our credit rating. The monthly payment was a minimum of $47/month and was completely unexpected when we received the bill. Proper disclosure of the fees and minimum monthly payment was not made clear at time of purchase.Desired Settlement: The store should clearly explain what the monthly minimum payment will be and that "late fees" would be assessed if that minimum payment were not received. Additionally they should explain that if the minimum monthly payment is not made, the customer's credit could be impacted.

Business

Response:

Case #: [redacted]

Review: Our king size W Hotel Bed by Simmons from Sleepy's arrived on 6/**/13. We had slept on them in hotels and loved them. However, this one seemed a little off from the beginning but we thought perhaps it was just a matter of breaking it in. Unfortunately, a year and several backaches later, we contacted Sleepy's to express our concern. They sent an independent rep out to take various "measurements" of our mattress and box springs using a string, folded card (?), and camera. He had no interest in hearing about the springs and indentations that were incredibly problematic. He said the measurements would be sent to Simmons/Sleepy’s and that we would hear back in a few weeks.

A few weeks went by and Sleepy's did in fact call to inform us that the mattress was fine but that the box springs needed to be replaced. When the delivery men arrived they started laughing because it was clear there was a huge indentation that could be seen on the underside of the mattress and that the original box springs were fine. They advised me to wait a few weeks then call back.

So, today I called and spoke with [redacted] in Customer Service who informed me that our mattress did not meet the 1 1/2 criteria outlined in the warranty. When I asked her whether or not the independent rep provided measurements for the underside of the mattress, she said "I wasn't there, weren't you?" I asked her to explain the purpose of having a warranty if they have no intention of honoring it? She then blamed it on the mattress company and offered to sell me a service plan through Sleepy's. It's fair to assume that I declined that option as neither Sleepy's or Simmons has yet to honor their current warranty. I then asked [redacted] to have the rep come out and remeasure and she promptly informed me that they only do that one time per year per mattress. To add insult to injury, [redacted] gave us the number for the Simmons Customer Service Department who promptly informed us that it was a Sleepy's issue and they couldn't get involved.

Please keep in mind that we have this same mattress at our camp and love it. The mattress in question is defective and we simply want it replaced. We have purchased 5 mattresses from Sleepy's/1800Mattress over the past 2 years, along with two daybeds, and this is the only one we've had issue with to date. However, given this experience, I now realize that paying more for a bed with a warranty from this company is a complete waste of time and money.Desired Settlement: We simply want them to replace this mattress with the exact same brand/model. We're not looking for a refund and we know this brand/type of mattress is very nice because we have another one at our camp. This particular mattress is defective...it happens! We simply want the mattress replaced with no additional cost to us for anything (including delivery) and to be treated with respect! This is a very common issue apparently with Sleepy's as evidenced by the many reviews on ConsumerAffairs.com. So, this leads me to believe that they offer warranties knowing full well that they have no intention of honoring them. Very unethical business practice!

Business

Response:

Case #: [redacted]

On July **, 2014, the [redacted]’s contacted our Customer Service Department claiming that the mattress purchased from 1800Mattress.com in June 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company took empirical measurements which revealed that the mattress met the manufacturer standards and box springs did not. Therefore; pursuant to the manufacturer’s warranty the [redacted]’s were entitled to an exchange of the box springs only. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty, which clearly states, “This warranty DOES NOT apply to “Normal body impressions of a 1 ½ or less.” Pursuant to the terms of the warranty; 1800Mattress denied the [redacted]’s request to replace their mattress.

Dissatisfied with the results of the inspection the consumer filed a complaint with your office. In an effort to assist the consumer 1800Mattress is offering the [redacted]’s the opportunity to have a second inspection. This will be performed by consumer utilizing the in home inspection kit provided by 1800Mattress. This will enable the consumer to conduct their own inspection in accordance to their convenience as well as capture and depict all areas of concern OR if the consumer is seeking an immediate resolve a partial store credit of $800.00, can be offered. This accommodation will allow the consumer the opportunity to select a new set of bedding utilizing the mentioned credit. If the consumer should exceed the allotted store credit they will be responsible for the difference in price, plus tax. Applicable transportation fees will apply.

Since we have addressed the [redacted]’s concern and offered resolution, we believe that no further action is required at this time. The [redacted]’s may contact me directly to coordinate the in home inspection process or if you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

It is clear that this is common practice by Sleepy's as evidenced by the number of complaints to the Revdex.com along with Consumer Affairs and other like services. In the majority of these situations the warranty is not honored and a partial renumeration is offered. So, instead of offering us $800 towards the purchase of another Sleepy's mattress, we would instead accept an $800 refund that will go toward the purchase of a mattress we were forced to make due to their unwillingness to work with us.

My husband had [redacted] in May and sleep is critical to his recovery. This one particular mattress is defective and all we asked was that it be replaced with the same mattress. When that didn't occur we asked for a second measurement to be taken and we were denied. So, we had no choice but to file the necessary complaints and hope for some resolution. However, as we did not hear back for two weeks, and the mattress in question continued to be a problem, we purchased a new mattress today, 10/**/14.

We would be happy to accept an $800 refund from Sleepy's. I realize that they cannot force the mattress manufacturers to honor the warranties but unfortunately they we are holding them responsible because we purchased this mattress (along with 4 others) directly from them. As we have been very loyal Sleepy's customers over the past few years...having never filed any complaints and making additional purchases...the proper action would have been to replace the defective mattress. Sadly, it is too late for that but not too late to do the right thing in offering us the $800 as a refund.

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 [redacted]’s rebuttal.

While we are perplexed by the consumers continued dissatisfaction to reiterate our offer remains the same.

The opportunity to have a second inspection, this will be performed by consumer utilizing the in home inspection kit provided by 1800Mattress. This will enable the consumer to conduct their own inspection in accordance to their convenience as well as capture and depict all areas of concern

OR

If the consumer is seeking an immediate resolve a partial store credit of $800.00, can be offered. This accommodation will allow the consumer the opportunity to select a new set of bedding utilizing the mentioned credit. If the consumer should exceed the allotted store credit they will be responsible for the difference in price, plus tax. Applicable transportation fees will apply.

Since we have addressed the [redacted]’s rebuttal and confirmed our offer will remain the same, we believe that no additional responses are required at this time. The [redacted]’s may contact me directly to coordinate the in home inspection process or if you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Review: This complaint is in regards to purchasing a full size mattress (not including box spring) from Sleepy's. I signed my lease to Progressive February **, 2014 with an agreement of $300 mattress, $99 shipping plus tax; this equals out to $427.00. Days later, I received emails stating different amounts and asking me to provide a signature. I did not provide a signature because I wanted to discuss this change in person. I then received a new email with the new lease and a signature that was not mine. I sign my name as "[redacted]". The new lease was signed as "[redacted]" - therefore some one signed for me, illegally. In additions, the salesman stated that I will have to put down 10% of my total amount ($40.00). I used my bank card that day to complete that down payment. Weeks later, I was told that the $40 was only an initial fee to Progressive and not a down payment. If I had known I had to pay a $40 initial fee, I would have never purchased that mattress. Currently, Progressive is taking money out of my account with a false amount. I feel that I was cheated out of my money and as a customer. There was a lot of miscommunication going on. I understand that he has to make other sales, but leaving out important information to a customer is not ethical. I have contacted corporate for almost two weeks, every day without an update on this matter. I keep hearing "We will have the [redacted] contact you", but the [redacted] never contacts me. Furthermore, I have the full amount to pay on my mattress, today. I just wish to have my charges corrected before I forgo this payment.Desired Settlement: Billing Adjustment

Business

Response:

Case #: [redacted]

On February **, 20**, [redacted] - [redacted] visited her local Sleepy’s showroom and purchased

a full size King Koil mattress only. [redacted] - [redacted] paid the order in full

via financing through a new alternative financing program Sleepy’s offers to

customers called Progressive. [redacted] – [redacted] received delivery on

February **, 20**.

On March *, 20**, [redacted] - [redacted] contacted our Customer Service Department requesting

to speak to a [redacted] - [redacted] expressed how she was

dissatisfied with the finance terms, which she claims were not disclosed to her

when she made the purchase and also stated that the Mattress Professional

forged her signature on the finance documents. [redacted] - [redacted] was advised

the District Sales [redacted] would be calling her as a follow up to her

complaint.

On March **, 20**, [redacted] - [redacted] contacted our Customer Service Department

again regarding her complaint. [redacted] - [redacted] advised she had not

received a call back from the District [redacted] regarding her complaint. She

also explained the terms of her order should reflect the mattress price to be

$300.00 in addition to a delivery charge of $99.99, making the total amount of

the order to be $427.74. [redacted] - [redacted] claims she was advised of the

terms of the financing when Progressive emailed her the leasing agreement. This

is when she also noticed the finance amounts changed on different occasions

with different signatures. [redacted] - [redacted] was advised the complaint was

under review and to await the return call from the assigned District Sales

[redacted].

On March **, 20**, [redacted] - [redacted] contacted our Customer Service Department again stating

she still had not received a call back from the District [redacted] regarding her

complaint. Dissatisfied with the [redacted] filed a complaint with

your agency.

Upon receipt of this complaint, a Customer Relations representative reached out to

[redacted] and asked her to provide documentation to prove her

complaint. [redacted] was advised she would receive a refund of

$49.99, plus tax which would bring the mattress to the original price agreed

upon of $300.00. [redacted] – [redacted] was also informed our Customer Relations

Department will follow up with the [redacted] for the local

showroom where she purchased.

As we are actively trying to resolve the complaint to the customer’s satisfaction, we

believe that no further action is required at this time. If I may be of further

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