The Sleep Country USA

Sleep Country has contacted Mrs. [redacted] and have helped resolve the issue for her.

I have not been pleased nor have I found any comfort with SC/USAs mattress called the Recharge - 1000 model bed since the beginning of May 2014, when this bed was delivered in the first place. This bed was delivered in the first place. This bed is too stiff with 1000 steel upright coils count, which has only and constantly caused me unbearable painful tension and attacks my pressure points in my bed every time I lay on it, my body automatically begins to tense up every time I lay on this mattress. Pain level is definite (10). As (1) being less paintal and (10) being the highest pain. I have experienced pure torture every night. I had this bed delivered May 1, and called and told SC/USA that this model is not working for me. I obviously have been ignored and my call of painful distress was soon, maybe (5) to (10) days after its arrival. 
I then thought that maybe the floor model would be, and seemed more comfortable only being on it for maybe (3) to (4) minutes. The Recharge - 1000 causes me to limp and hold and apply pressure to my hips. It got so bad, it was making a popping sound at pelvic and hip area which caused limping as this mattress has made me feel like it had been ran over by a mac truck for an example of how she's been left to feel and suffer now in places in my body that were never an issue, and I was almost forced to use a cane.
So first I'm told break in time takes (30) days. Then after the Recharge 1000 is in my apt and I call SC/USA again they tell me it can take up to 90 days if not longer. This is not what I was told in the beginning!
So in early May 2014, I am hurting the bed is not for me so then I am told by SC/USA Customer Care Staff that I should simply walk all over this bed very often to break it in faster which I feel is a very dangerous way to have to break in a bed. And how dare SC/USA tell any customer to do something that is so very dangerous especially when the mattress is on top of the box spring and the frame. Somebody could very easily lose their balance. I don't feel I have to work so hard as to man handle the mattress off the bed, down the hall to the living room to then walk on it? I cannot do this. These are "harmful instructions period", at any age and I am 59 and I live alone. If this bed is what they call a soft bed, then why was I told to break the mattress in this way? Obviously this Recharge 1000 is very hard firm mattress no matter what they SC/USA says, I cannot believe them. I've tried to make this Recharge-1000 work for me and it plain and simple is a farce, I just can't care how many ways they say to do, to successfully break it in, I'm done....
As I stated in my last correspondence to you, that it is written on SC/USA's warranty, #2 Do not walk on mattress. The warranty is voided out and doesn't stand. So SC/USA told me that they did walk on mattress so this (right then) admitted fault and as doing this and telling me to do this is totally against what their own warranty on this bed says not to do.
So after me being told to do this which is against the warranty rules, whose to say the way they broke in the mattress I have in my apt. still standing on end in plastic in extra bedroom that SC/USA themselves destroyed and caused damage to the coils etc. Now I have true reason to really question the conciliation/damage that SC/USA themselves did and has caused damage to the recharge 1000 mattress that still stands on end, not being used, SC/USA caused whatever damage to this mattress and did treat mattress what warranty warned persons not to do. 
And SC/USA, they are just real lucky I didn't fall by following their knowingly wrong instructions as stated on Warranty. By maybe loosing balance standing on the bed and falling against a dresser hitting my head, causing me danger and injury. How dare they and then what? Then where would SC/USA be? In big trouble? How can I be told to do something that is wrong? How can they get away with this?
I really don't know how old this floor model is, and after the way it has been treated SC/USA employees' I still wonder and think it is many years old. When at the store when I layed on it, it had (2) pillows at the head of the bed. I did not look under the pillows.
But soon after delivery we noticed that the same end where the pillows were, there is actual damage seen rear corner but on top of mattress it has a defect of fraying material and it did not happen here. They know about this I know they did. They already gave me false information from the beginning so why should I trust them now? I CANNOT!
This bed is old and already falling apart. This bed is a damaged piece of junk.
I have witnesses who have seen my limp complaining as stated pelvic/hip socket pain.
So 1-12-15 I have purchased a new bed that is comfort friendly with NO upright coil springs and is working fine for m for less than the price SC/USA's and all that time, pain, and waiting for comfort that SC/USA promised me with their Recharge 1000 that never happened. No Comfort, No Peace, no relief and no sleep with no truth behind this sale. Plus all wasted time energy and unbelievable work to try to find comfort. NONE was found to be true from SC/USA's broken promises. 
It's crazy to have to do so much work physically for comfort, this is insane and unjust and I am not buying it. I was totally suckered in to this sale.
All the above along with excruciating pain, for the cost of $1,446.43. I am very dissatisfied. Trying to sleep on that mattress was pure torture. And I've bought other beds in my life and never did I have to go through all of this crazyness and SC/USA going against the beds own warranty rules and then telling me to do the same. No this is not good business. I am not buying any mattress that takes this much physical labor. It's a hard bed period and they promised it wasn't.
Sleep Country USA would not trust me to make installment payments. But they obviously they didn't give me a chance to prove myself even after the big down pymt. I had put down so I would have chosen the "Black Lexus" to happy to have the Black Lexus I would never want to mispyt. something so important good comfort a+ sleep. [redacted]  had sold me the "Francisco Plus" Mattress to sleep on the floor until bed set was delivered. But I really was surprised.
[redacted] took over and sucked me into a sale that hasn't worked out. 
I did not beg her or ask for the Francisco Flush. I did not ask for temporary bed period. She didn't have to do that. This is a joke. [redacted] is like the top notch status at SC/USA. She is used to the business and knows it. I became confused when [redacted] did this with out asking me first, she just told me "this is what were doing" This was not a normal sale and I had no support on my side with me. Working things out for myself.
I have found to be comfort friendly. Finally! I believe SC/USA is a at fault. They promised me comfort and all I have received is "The Run Around", work and (9) months of torture pain every night! Being led down a wrong path lead by SC/USA period. Why so much laborous work to force a bed that is not comfortable to become comfortable. And then to tell me to walk on mattress is wrong, it stinks and is very dangerous. And I have been led down the wrong path by SC/USA from the start I cannot express this issue enough.
Then they have the nerve to say that they have gone above and beyond to assist me alright (?) As I said it has been all lies with alot of playing with my mind just to make another under-handed sale to empty their stock of these Beauty Rest Recharge 1000's. I don't understand just how they can call this "Beauty Rest." The work "Beauty Rest," a person would think the mattress would be comfortable. Maybe for some but definitely not for me. What about the consumer who is in good faith telling me, trusting them above and beyond with blind faith, when actually I just got played and screwed period on this deal by SC/USA. They are at fault by telling me what they told me to do which being even more challenged painfaul, strainful, even that is a major painful event that is every night affair ever night after every night and so on. The next painful day and night to look for ward to some and comfort and relief that hasn't given me just and never will. One day runs in to the next after awhile and its hard to sustain a clear mind, its proven.
I was forced because of all the above reasons to purchase another type of inside mattress springs that were more like what we had in 1952's which does not have any harshness as these new type springs Beautyrest Recharge 1000 provide me. I'm sorry it just does not work for or fit my body type side/sleeper.
I know a comfortable bed when I sleep on one. I do not appreciate having to try and write it all out on paper, just as bad if not worse than SC/USA having to hear and expect the fact I am not able to continue to use this bed. I can not except such a loss.
Sleep Country's Beauty Rest Recharge-1000 is ready for pick-up.
Thank you
[redacted]
###-###-####

Review: We purchased a [redacted] mattress which was delivered on June 21, 2015. The deliverer, [redacted] from Sleep Country's Red Carpet Delivery Service [redacted])cracked our closet mirror door from one side to the other side. He took pictures and reported the incident to James at Red Carpet delivery. The next day, [redacted], from Accounting, called us and got our personal information and contacted Corporate. We received an email from [redacted], Customer Service Representative, [redacted] Family of Brands, who thanked us for contacting a local glass company and going with plain glass doors instead of the etched leaf pattern that [redacted] cracked. The local glass company, [redacted], sent a rep to estimate the repair to replace the glass. They did a work-up and faxed it directly to Corporate. We received a Release and Settlement Agreement, so I called [redacted] to see if they had received a purchase order or authorization so we can get these repairs done and get past this incident. They said they had never received acknowledgement or authorization, and this Release Form says we indemnify SleepTrain and SleepCountry from all past, present, and future claims and that we would be responsible for attorney's fees if we bring any allegations against them. Who ever heard of signing a Release Form before the repairs were done? We called Sacramento and [redacted] insisted we have to sign the Form before they will do anything. At this point, we are nervous, suspicious, and angered to be treated so disrespectfully. We did not break our mirror and we made a donation for foster children when we bought the mattress. This is outrageous. Either you can get this resolved, or we will be forced to retain an attorney which will only drive the costs higher. I see Mr. [redacted]n's name listed, and we will try to reach him tomorrow. We asked [redacted] to bump it up to Supervisor, so we can get the problem resolved. She said she was Supervisor. All we get is a corporate runaround. James has called again to apologize.Desired Settlement: Authorize [redacted] to repair our closet doors and pay them directly. We do not need any check issued to us, or make the check to us and Twin City so we both have to sign. All we want is our closet doors repaired and we will gladly sign the Release. We are a retired firefighter and retired teacher couple, so we are not scamming anyone. Just take care of us and keep your business ethical.

Business

Response:

Greetings,Sleep Country has reached out to the [redacted]'s and have accommodated their request. Thank you,Sleep Country customer service

Review: Won't pay money owed and exchange produce.

On 07/27/2013 the wife and I went to Sleep Country in Gresham to purchase a new sleep set. After trying several models we decided on the Tempur-Pedic. The set that I had purchased 20yrs ago needed replaced. At that time I was told that I was purchasing a California King so that is what we told the salesperson that we wanted. When it was delivered we soon discovered that what we had had was a standard King plus we could not get a good night rest due to the fact we sweated. We went back to the store on 07/27/2013 to talk to them. They then explained that some people needed the next model up that had a feature to reduce the sweating. Since we needed a standard King instead of a California King we paid the additional $800 to upgrade to the next model which was supposed to cure the sweating problem.

We have tried since then until now to sleep on this bed, but the sweating problem is too great. I went to the store and told them that it just wasn't working and could we exchange to a standard coil spring mattress. We were told that they would have to contact the district manager.

The district manager told us that we would have to pay a restocking fee of 10% plus we would not get any money back. We paid $3299 for the Tempur-Pedic plus the $800 for the upgrade. The standard mattress was priced at $1899 which made us paying $4508.90 for an $1899 mattress. We were never told that some people have a problem sleeping on a foam mattress due to sweating.

All we want is to have the new standard mattress and a check for the difference of $2609.90 or all our money back and our old mattress and box springs.Desired Settlement: Mattress exchanged and difference in cost refunded.

Business

Response:

Initial Business Response

Sleep Country USA offers a 100 night comfort guarantee on all new purchases. The customer has the choice to either do a one time exchange, OR receive a full refund. On 7/27, the customer utilized his one time comfort exchange, and signed a copy of the invoice acknowledging that no further exchanges, returns or refunds would be permitted.

On 9/1, the customer contacted us, asking for an additional exchange. Because this request was above and beyond our normal policy, it was only approved with the conditions of a 10% restocking fee, and the stipulation that the cusotmer must choose something of equal or greater value. No refunds would be permitted.

If the customer wants to take advantage of the additional exchange being offered, those requirements would stand.

Review: I bought a mattress in 6/2012. I was satisfied with it up until about a year ago. I contacted Sealy by email, since it was past the 100 day warranty for Sleep country (the Sealy warrantee was supposed to last for much longer). Sealy told me in an email back to call Sleep Country with the problem. I did so and got directed back to Sealy. Last month I called Sealy again and they directed me back to Sleep Country once again. I called Sleep Country this past week and got a salesman named Josh and we discussed how I had used the mattress, how I slept alone on it, etc. I told him I had not purchased a box spring a the time because the stairway to my apt simply won't accommodate the queen size. He asked me to send him a link of what the mattress had been resting on. In this case, a very well-made, folding steel mattress platform I had purchased brand new for the mattress. He gave me an email address that didn't work, it was returned to me. So I called him back and he said he was busy but would call me back in a few minutes. I never heard from him again. I wrote to Consumer Support about the terrible customer service this week and what had happened and haven't heard from them, either. When I complained about the bad service to Sealy they said, well, how can that be when we keep directing you to the store each time and give you their phone number? The mattress sags and is just not firm anymore. This is what mattress warrantees are for was my understanding.

Product_Or_Service: mattressDesired Settlement: DesiredSettlementID: Other (requires explanation)

I told Sleep Country I would be willing to turn this mattress in and possibly upgrade or at any rate, get a better one. A refund might be in order though.

Consumer

Response:

I have been jerked back and forth between Sealy and Sleep country. Both claims the other is responsible for the problem of a faulty mattress. Bottom line is I need a better mattress and was told that when Sleep Country's warranty ran out, there would be Sealy's to rely on. If Sleep Country were to respond they would probably tell you this is Sealy's problem. I have to pursue this with one party or the other and could you please help.

Business

Response:

According to our phone records, Sealy Customer Service called us on 12/2/13. The customer contacted them, and Sealy gave her our number. We last spoke to the customer in June of 2012, regarding her purchase receipt, but had not been contacted any further. Sleep Country facilitates the warranty process for our customers, and our internal CS department would be the point of contact, not the store. Sleep Country Customer Service can be reached at 866-683-1923.

Review: Bought a posture pedic mattress (SID [redacted]) on 10/7/11 with a 10 year warranty. Sleep Country did not provide any information about the warranty at time of sale. There is nothing in writing on my paperwork about a warranty; I had to call to find out. Also purchased a box spring called "Stay Tight LP Foundation (SID [redacted]). Promptly at the two year mark, the mattress began to sag in the middle. It has increasingly gotten worse. On or about June 2014, I called to inquire about the warranty and the problem. I was told that Integrated Bedding Group would do an free one time inspection and report back to Sleep Country. Sleep Country told me as a result of the inspection that I need to buy a different frame from them. I was offered 20% off. My bed frame has support at the top, middle and bottom AND I bought the box spring from them to support the mattress. If my frame was wrong, why didn't they tell me when they installed the mattress? I do not agree with their assessment that my warranty claim is denied and that to fix the problem I must make ANOTHER purchase from them of a custom frame. I want them to honor the warranty and replace this mattress that is only 2-1/2 years old. Sags up to 2 inches in the middle. Has become very uncomfortable to sleep in and does NOT support my back which is WHY I bought a posture pedic mattress.Desired Settlement: I want the mattress replaced and the warranty honored. If Sleep County truly offers a 10 year warranty and it has only been 2-1/2 years, I want a replacement. I do not believe that the bed frame and/or the box spring is not fully supporting the mattress. I feel this is a bogus assessment and Sleep Country is using their denial of my claim to get out of honoring the warranty.

Business

Response:

The Sleep Train Enterprise is currently looking into this case and will provide a response soon.

Business

Response:

Mrs. [redacted] and Sleep Country USA have worked out a very reasonable solution.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I have been contacted by Sleep Country customer service (Glen) and provided an invoice number for the mattress to be replaced. The amount of the credit is $849.95 and I have 30 days to visit a store to choose a replacement. And I have to purchase 5-7 wooden slats to put under the box spring to further support the frame. I still think this is not completely warranted but I will try it to ensure that the new mattress does not develop a dip in the center or squeaky springs. The new mattress will only be covered for the remainder of the current warranty period which is seven years.

Review: About 1 year ago we went to Sleep Country and purchased a bed for my wife. We tried it at home and she decided that she did not like, so we asked to return the bed, which they had no problem with. We purchased a more expensive bed and paid them the difference. After a few weeks of use, this bed was found to be defective and we went back and purchased an even more expensive bed and again paid the difference. This bed has also not worked out for her. It has turned to be too soft and my wife has fallen out of the bed a number of times. In trying to return this bed, they send out a technician to inspect the bed and found that there was only a 1 ¼ inch depression in the side of the bed and they said that they require an 1 ½ inch depression in order to replace it. In addition, they are claiming that the problem was caused by the adjustable base, which we purchased from them, and will not replace it. Since my wife needs to have a bed that is comfortable and safe, we went out and purchased another bed, which is working out well. But, we are now stuck with a bed that my wife cannot sleep on and we paid over $3,000.00 for. It's a King sized bed and takes up most of the spare bedroom, almost making the spare bedroom unuseable also.

Desired Settlement: Refund. We have purchased a bed elsewhere because my wife had to have a bed that she could sleep in and not fall out of.

Review: I purchased a high end mattress from Sleep Country in Dec 2012. In feb 2013 I went to the Auburn WA store to conduct an exchange for a Tempur-Pedic mattress. I was well under my 120 day window. The iComfort mattress that I purchased was not firm enough. The representative told us that it normally takes a few months for the firmness to increase as it adjust to our bodies. He talked us out of doing an exchange. I don't know if he gets dinged for returns, but he pushed hard for us to keep our mattress. We trusted his expertise and went home. Our mattress has never increased firmness it and it has gotten so bad that I have had significant back pains from sleeping on it. I cant get a whole nights sleep. I called the store that we purchased it from in Feb 2014. I explained the issues and the woman said that we are outside of the exchange window, so she would not be able to assist, but if we contacted customer service they could help facilitate and exchange so we could go in and select a new mattress. I called the number on 2/4 and spoke with [redacted]. She was very short and un sympathetic to my concerns about the performance of the mattress. The mattress has sagging but not enough to exchange under warranty. I was offered a 50% coupon off a mattress brand that was less comparable to mine. Again I explained my dissatisfaction and asked to escalate my complaint. I was told (via email) that she was the supervisor/manager and that there was no one else that I can speak to.

Product_Or_Service: Mattress

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like to exchange this mattress for a Tempur-Pedic mattress

Business

Response:

After

the comfort guarantee, the mattress set is protected by the manufacturer

warranty only. Our internal CS department helps facilitate the warranty

process, but we are bound by the guidelines set forth by the manufacturer. In this specific case, the mattress was not

defective, and was simply uncomfortable to the customer. After speaking with her on Thursday 2/6, we

offered a partial credit exchange, and the customer accepted. The invoice was issued to the customer on

Monday, 2/10.

Review: On 3/24/15 I purchased a [redacted] bed and 2 box springs. The sales associate [redacted] informed me there was a store promotion of 36 months interest free financing available. I started the electronic application with her and when it came time to sign to the terms I was hesitant as I did not understand the wording used. It was not clear, I asked her to clarify but was not satisfied with her answer. I went ahead and signed my name, thinking I would review the terms of the loan when I got home. I agreed to finance my $3785.92 through their [redacted], ([redacted]). I got home and realized I was given no information on the financing company. I quickly returned to the store and asked for a written copy of the terms for the financing. She did not have any, and gave me a small paragraph that did not have any information regarding finance charges or interest. At that time I told her, I want nothing to do with [redacted], that I would like to pay with my [redacted]. She contacted another store worker and assured me that the previous request had not even made it to [redacted], and no account had been opened. I paid in full using my [redacted]. She printed me a new receipt. Again, I asked her if I would receive anything from their financing. She stated no it had been cancelled. On 3/30/15 I opened my mail box to find a revolving line of $6500 credit with [redacted]. I immediately called [redacted] and asked to speak to her supervisor. She stated his name is [redacted] but could not give me his number. She told me again they have not billed [redacted]. I called [redacted] only to find out that Sleep Country had in fact billed my account for $3785.92. I immediately went to Sleep Country in person, spoke with [redacted] again. We made 3 call to [redacted], getting 3 varying stories. I left the store with no verification that my account has been credited. [redacted] at [redacted] assisted me in closing my account, but with a balance of $3785.92. Please see attached.Desired Settlement: I want verification in writing that my account at [redacted] has been credited the full amount of $3785.92. As you can see in attached documents I have 2 invoices of purchase and not any verification of a credit. Any fees or costs associated with this I expect Sleep Country to pay in full.

Business

Response:

Dear Mrs. [redacted],We have spoken with the store and they've notified us of their continued contact with [redacted] through this process. [redacted] has told them several times that only the card holder could make such a request to get a statement in writing in regards to the account being closed. It appears that you had originally signed up to pay for your purchase through [redacted] and then opted out after the order was submitted which is why you have an open line of credit with them. You can be assured that Sleep Country has taken care of our part in handling of the account as well as offered you a 15% refund in the name of good customer service for the inconvenience this has caused you. As far as we know, this complaint should be closed. If you should need to speak to [redacted], their phone number is [redacted].Warm regards,Sleep Country Customer Service

Review: In February of this year, I spoke with a sales representative at the Renton Sleep Country location where I originally purchased my mattress set. I described my concerns about my mattress sagging. He suggested I take pictures of the mattress and submit a request for replacement or refund. He indicated that the only concern that could affect eligibility for replacement would be if the mattress were stained or didn't meet a particular level of sagging. I let him know that the mattress was not stained. His response was that "there shouldn't be a problem".I have been very conscientious about protecting my mattress. I turn the mattress monthly; I have protected the mattress from stains; there are no children to jump on the mattress etc. This mattress set was an investment in my overall health and the fact that the mattress is defective (and has been for quite some time), has had an affect on my quality of sleep, which is affecting my health. I took photos, and requested a warranty representative inspect my mattress. When the warranty representative came to my home the mattress deficiencies were noted; he commented on the cleanliness of the mattress and let me know that I would be contacted in 3 to 5 days. I received a call from [redacted] on 3/17/15. She said that the warranty would not be honored as my bed frame did not provide sufficient support for the mattress. She suggested I make changes to the bed frame and resubmit my request in 60 days. This is totally unacceptable. First of all my mattress sits firmly on the mattress foundation that I purchased with the set. If the bed frame were truly defective then there would be evidence of damage to the foundation piece as well, and there is none. There is no shifting or sagging in the foundation piece. There was no discussion about the bed frame at no time during the initial purchase or when I expressed my concerns about the defective mattress.The last contact I have had with Sleep Country was 5/11/15, from [redacted] stating I have sent the email off to my district manager and the customer service department. They are working on a solution now. I have emailed them your email and the invoice from when you originally purchased. I will send a follow up email to them and see if I can get some sort of timeline or idea as to what is going on and how long this will take. I sent a follow-up e-mail on June 3 and again on June 22there has been no response. This whole experience has been lacking in professionalism, customer service and honesty. Their ad slogan Sleep Country is committed to providing each of our customers with the highest quality mattress buying experience. Your satisfaction means our success! is a far cry from what I have experienced, not talking about the fact that my health is going down because of this horrible mattress. I would not be surprised if it has been refurbished and I paid tons of money for a new one! All the additional E-mails can be presented per yours or business request but this is ONE OF THE MOST UNPROFESSIONAL BUSINESS that advertises to take care of the customers! Not talking about the fact that I probably have to start massage and chiropractor therapy because of the horrible back pain I developed!Desired Settlement: The mattress needs to be either replaced by a good quality one or supply me with one that meets the advartisement criteria. I am not going to look for any medical expenses I will occur because of the back pain I developed, not talking about the fact that I wake up several times a night.

Business

Response:

Dear Mr. [redacted],We are sorry to hear about your ongoing back pain and lack of quality sleep. Sleep Country is honored to assist you with your Manufacturer's warranty. We are however bound by the manufacturers warranty support guidelines. In order to assure us the ability to re-open your claim you will need to fix the frame support under your mattress which was advised to you during your last interaction with our customer service rep. The attached image is of your metal frame support lacking a head and foot center beam which is a requirement for proper support. The diagram below depicts proper support. Please call us once your support is corrected and we will promptly start another warranty claim for you. Sincerely,Sleep Country Customer Service [redacted]

Consumer

Response:

I am rejecting this response because: the support has been corrected since the first time we spoke/after the pictures were taken/ and the mattress did not "correct it on its own" like the person suggested. It is still sagging, it is still defective and my back pain is getting worse. Started massage therapy and am still surprised the business does not see the picture. Will proceed this further and everywhere until is resolved- it is not acceptable to pay a lot of money for a mattress that can not serve you even several months. Thank you

Business

Response:

Greetings,If you've corrected the support, please contact our customer service at [redacted] for further assistance.Many thanks,Sleep Country Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is a temporary acceptance of their offer

Review: I purchased a mattress from Sleep Country USA from Lynnwood, WA location and they promise a 10 year warranty. My mattress quality started deteriorating within 3 years. It has become soggy in many places and the mattress has gone down giving me back ache. I have lodged a couple of complains since 2014 with a hope that they will replace the mattress. However, they don't seem to want to. Even after inspection and persistent follow up's they are not paying the attention required. I even mentioned about my back problems and how this mattress is making it worse for me but they are not interested in Customers rights. At some point they offered 30% discount but I don't think as consumers we should have to invest again. They need to keep their promise. I gave it a few months and again followed up and now they are not even responding. I feel that a stringent action needs to be taken against them so they adhere to their promise and respond to customer concerns.Desired Settlement: I want them to replace me with a decent mattress.

Business

Response:

Dear Mr. [redacted],We are sorry that you are not comfortable on your Mattress. The purchase we have on file was a king size purchased on 12-31-06. It appears you did have a warranty inspection on 2-26-14. Your mattress did not meet warranty defective criteria. A 3/4" impression was measured. The industry standard for a mattress to be defective needs to measure 1 1/2". If you believe your mattress to measure at least 1 1/2" in it's current state, please call our warranty department at 866-683-1923 to start another claim as we will assist you with your manufacturers warranty. Although your mattress is not defective it is important that you are comfortable sleeping. This mattress is almost 9 years old. Our bodies, health, sleeping habits can change over time which can cause a much needed change from our sleep environment. As a valued guest, we'd love to offer you a discount towards a new mattress that can help fit your sleeping needs. Please let us know if you'd like to have a coupon sent to your email.Sincerely,Sleep Country Customer Service?

Consumer

Response:

I am rejecting this response because:Hi Sleep Country Customer service, thanks for your response. I am not sure if you are measuring all aspects to be considered and measured before determining defectiveness of the mattress. I understand one measure is a dip in of 1 1/2" you are looking at. However, you seem to be ignoring the pressure required for any additional impression under normal condition and when defective. When I laydown, I literally feel like I am sleeping in a imbalanced hole. Is there a standard you can be measured for spring tension? Also, the complaint I lodged was about 14 months ago. Current state of the mattress has gotten even worse. Just like I called out in my complaint with Revdex.com, my wife and I started feeling discomfort since the 4 year of purchase. I think any reputable business should stick to their words and offer a replacement of the product in the same category. That is just my strong belief. I cannot continue to sleep in the current mattress because it is starting to impact my back with varying degree of pain constantly. I hope you can help.thanks,[redacted].

Review: The mattress has a compress of 3/4" on the left and 7/8" on the right side. Tape closing has came apart and undone 28" on the right side 53" along foot end panel.Desired Settlement: Honor warrant and replace detective mattress that's health impacting.

Business

Response:

Greetings,This warranty claim was denied due to the fact that there is a stain on the mattress. The manufacturer's warranty card states that "stains and soils" will void the mattress warranty. The photos received from the inspection report confirm this. However, please feel free to call our customer service ###-###-#### to discuss further.

Review: I purchased a Francisco firm full size mattress from Sleep Country USA on 10/17/12 Invoice # [redacted], Serial # [redacted], it is warrantied for 5 years, and it failed due to normal use. On the morning of 01/10/14, I woke up with my left hip in such pain that I could barely walk. I experienced some form of pain in my left hip until 10/19/14, before it was completely gone. My complaint is with Sleep Country USA Customer Service who I contacted at 1- 866-653-1923 on 01/12/14. I was told that it would be 01/29/14 before an independent third party inspector was available to make an inspection of a mattress, additionally there was no way to schedule a time for the inspection or any indication as to when a decision regarding whether not the mattress would be covered or not. I scheduled the appointment begrudgingly, then call back a day or so later to find out if it was possible for me to store the mattress, until it was inspected, so I could get new mattress and box spring right away. They said no that, if the inspection was found in my favor and mattress was covered under the warranty. That, they couldnt apply a refund to a mattress that already been purchased, that refund could only be applied to an in store purchase after the warranty refund had been authorized.I cant afford to have another problem like the one that I experienced on 01/10/14, so I was forced go ahead with the purchase of a new mattress and box spring set on 01/17/14 and cancel the warranty inspection. I will say that, I believe [redacted], the manager of the Sleep Country USA Store, located at 2921 Alderwood Mall Blvd. Lynnwood, WA 98036, did everything in his power to make me the best deal he could in spite of the failings on the part of Sleep Country USA Customer Service Department.Desired Settlement: A full refund of the original purchase price including tax, total amount $328.49

Business

Response:

Sleep

Country offers a 100 night comfort guarantee. After that time frame, the

mattress set is protected by the manufacturer's warranty only. Seep Country

assists in facilitating the required inspection, but we are bound by the

guidelines set forth by Simmons, the manufacturer.

Review: Please read attached- After sale is when they told me about the extensive break in period, the bed caused major pain to all my body right away and I tried to be patient. First I was told break in period for comfort took 4 weeks. I kept on calling about the pain of the coils then I was told B.I. period could take even longer. I feel I was definitely lied too and manipulated into this sale. So then I when I requested to exchange for floor model which seemed softer, under the reps intimidation - they del. I'm not sure w/ this bed does not work for my bodyDesired Settlement: I request a full refund in the amount of $1,340.00 for even after del of so called floor model? But still having to buy the NASA foam topper that isn't and didn't fix problem as they advised me too. And the hassle of it all to then to only end up w/ a mix-match set, how cruel is this? Cruel! Disrespectful, How rude?

Business

Response:

Sleep Country is sorry to hear of any discomfort you have. With that said, we believe we've gone above and beyond to accommodate you the best we can. You are correct in saying there is a break in period for a brand new mattress. For most it's a minimum of 4 weeks. For some it can take up to 90 days. Our bodies are conditioned and use to the old support or lack thereof the warn out mattress you're replacing. The adjustment period allows your body time to adapt to the new and better support and comfort. (think of it as working out/exercising for the first time in a long time. There is some soreness at first but it gradually gets better each time you do more). Original purchase was on 3-22-14 in which you utilized your one time comfort exchange on 4-26-14. Sleep Country offers a 100 day comfort guarantee in which you are allowed a one time exchange or return during this time period. Yours was used on 4-26-14. You contacted our Customer Service department on 9-12-14 with your concerns. We heard those concerns and allowed an additional comfort exchange outside of our normal policies, but we wanted to make a guest happy. We're not sure what you are referring to in regards to a mis matched set as our record shows you have a Simmons recharge 1000 plush pillow top with the matching low profile foundation. We are sorry at this time we will not permit any additional comfort exchanges. We will however, be more than happy to assist you with any potential warranty concerns you may have with the mattress set. Please feel free to call our Customer Service again if you believe the mattress is defective.Best Regards,Sleep Country Customer Service

Consumer

Response:

I have not been pleased nor have I found any comfort with SC/USAs mattress called the Recharge - 1000 model bed since the beginning of May 2014, when this bed was delivered in the first place. This bed was delivered in the first place. This bed is too stiff with 1000 steel upright coils count, which has only and constantly caused me unbearable painful tension and attacks my pressure points in my bed every time I lay on it, my body automatically begins to tense up every time I lay on this mattress. Pain level is definite (10). As (1) being less paintal and (10) being the highest pain. I have experienced pure torture every night. I had this bed delivered May 1, and called and told SC/USA that this model is not working for me. I obviously have been ignored and my call of painful distress was soon, maybe (5) to (10) days after its arrival. I then thought that maybe the floor model would be, and seemed more comfortable only being on it for maybe (3) to (4) minutes. The Recharge - 1000 causes me to limp and hold and apply pressure to my hips. It got so bad, it was making a popping sound at pelvic and hip area which caused limping as this mattress has made me feel like it had been ran over by a mac truck for an example of how she's been left to feel and suffer now in places in my body that were never an issue, and I was almost forced to use a cane.So first I'm told break in time takes (30) days. Then after the Recharge 1000 is in my apt and I call SC/USA again they tell me it can take up to 90 days if not longer. This is not what I was told in the beginning!So in early May 2014, I am hurting the bed is not for me so then I am told by SC/USA Customer Care Staff that I should simply walk all over this bed very often to break it in faster which I feel is a very dangerous way to have to break in a bed. And how dare SC/USA tell any customer to do something that is so very dangerous especially when the mattress is on top of the box spring and the frame. Somebody could very easily lose their balance. I don't feel I have to work so hard as to man handle the mattress off the bed, down the hall to the living room to then walk on it? I cannot do this. These are "harmful instructions period", at any age and I am 59 and I live alone. If this bed is what they call a soft bed, then why was I told to break the mattress in this way? Obviously this Recharge 1000 is very hard firm mattress no matter what they SC/USA says, I cannot believe them. I've tried to make this Recharge-1000 work for me and it plain and simple is a farce, I just can't care how many ways they say to do, to successfully break it in, I'm done....As I stated in my last correspondence to you, that it is written on SC/USA's warranty, #2 Do not walk on mattress. The warranty is voided out and doesn't stand. So SC/USA told me that they did walk on mattress so this (right then) admitted fault and as doing this and telling me to do this is totally against what their own warranty on this bed says not to do.So after me being told to do this which is against the warranty rules, whose to say the way they broke in the mattress I have in my apt. still standing on end in plastic in extra bedroom that SC/USA themselves destroyed and caused damage to the coils etc. Now I have true reason to really question the conciliation/damage that SC/USA themselves did and has caused damage to the recharge 1000 mattress that still stands on end, not being used, SC/USA caused whatever damage to this mattress and did treat mattress what warranty warned persons not to do. And SC/USA, they are just real lucky I didn't fall by following their knowingly wrong instructions as stated on Warranty. By maybe loosing balance standing on the bed and falling against a dresser hitting my head, causing me danger and injury. How dare they and then what? Then where would SC/USA be? In big trouble? How can I be told to do something that is wrong? How can they get away with this?I really don't know how old this floor model is, and after the way it has been treated SC/USA employees' I still wonder and think it is many years old. When at the store when I layed on it, it had (2) pillows at the head of the bed. I did not look under the pillows.But soon after delivery we noticed that the same end where the pillows were, there is actual damage seen rear corner but on top of mattress it has a defect of fraying material and it did not happen here. They know about this I know they did. They already gave me false information from the beginning so why should I trust them now? I CANNOT!This bed is old and already falling apart. This bed is a damaged piece of junk.I have witnesses who have seen my limp complaining as stated pelvic/hip socket pain.So 1-12-15 I have purchased a new bed that is comfort friendly with NO upright coil springs and is working fine for m for less than the price SC/USA's and all that time, pain, and waiting for comfort that SC/USA promised me with their Recharge 1000 that never happened. No Comfort, No Peace, no relief and no sleep with no truth behind this sale. Plus all wasted time energy and unbelievable work to try to find comfort. NONE was found to be true from SC/USA's broken promises. It's crazy to have to do so much work physically for comfort, this is insane and unjust and I am not buying it. I was totally suckered in to this sale.All the above along with excruciating pain, for the cost of $1,446.43. I am very dissatisfied. Trying to sleep on that mattress was pure torture. And I've bought other beds in my life and never did I have to go through all of this crazyness and SC/USA going against the beds own warranty rules and then telling me to do the same. No this is not good business. I am not buying any mattress that takes this much physical labor. It's a hard bed period and they promised it wasn't.Sleep Country USA would not trust me to make installment payments. But they obviously they didn't give me a chance to prove myself even after the big down pymt. I had put down so I would have chosen the "Black Lexus" to happy to have the Black Lexus I would never want to mispyt. something so important good comfort a+ sleep. [redacted] had sold me the "Francisco Plus" Mattress to sleep on the floor until bed set was delivered. But I really was surprised.[redacted] took over and sucked me into a sale that hasn't worked out. I did not beg her or ask for the Francisco Flush. I did not ask for temporary bed period. She didn't have to do that. This is a joke. [redacted] is like the top notch status at SC/USA. She is used to the business and knows it. I became confused when [redacted] did this with out asking me first, she just told me "this is what were doing" This was not a normal sale and I had no support on my side with me. Working things out for myself.I have found to be comfort friendly. Finally! I believe SC/USA is a at fault. They promised me comfort and all I have received is "The Run Around", work and (9) months of torture pain every night! Being led down a wrong path lead by SC/USA period. Why so much laborous work to force a bed that is not comfortable to become comfortable. And then to tell me to walk on mattress is wrong, it stinks and is very dangerous. And I have been led down the wrong path by SC/USA from the start I cannot express this issue enough.Then they have the nerve to say that they have gone above and beyond to assist me alright (?) As I said it has been all lies with alot of playing with my mind just to make another under-handed sale to empty their stock of these Beauty Rest Recharge 1000's. I don't understand just how they can call this "Beauty Rest." The work "Beauty Rest," a person would think the mattress would be comfortable. Maybe for some but definitely not for me. What about the consumer who is in good faith telling me, trusting them above and beyond with blind faith, when actually I just got played and screwed period on this deal by SC/USA. They are at fault by telling me what they told me to do which being even more challenged painfaul, strainful, even that is a major painful event that is every night affair ever night after every night and so on. The next painful day and night to look for ward to some and comfort and relief that hasn't given me just and never will. One day runs in to the next after awhile and its hard to sustain a clear mind, its proven.I was forced because of all the above reasons to purchase another type of inside mattress springs that were more like what we had in 1952's which does not have any harshness as these new type springs Beautyrest Recharge 1000 provide me. I'm sorry it just does not work for or fit my body type side/sleeper.I know a comfortable bed when I sleep on one. I do not appreciate having to try and write it all out on paper, just as bad if not worse than SC/USA having to hear and expect the fact I am not able to continue to use this bed. I can not except such a loss.Sleep Country's Beauty Rest Recharge-1000 is ready for pick-up.Thank you[redacted]###-###-####

Business

Response:

Dear [redacted],As we stated in our previous correspondence, Sleep Country has gone above and beyond in hearing your concerns and addressing them accordingly even if it's outside of our policies. With that said, we will once again reject your request to be refunded for the mattress. We are more than happy to assist you with a warranty claim to the manufacturer if you feel as the mattress is defective. If requested, we may also attach a copy of the 2nd and last exchange invoice created on 9-12-14 that has your signature stating you understand that was your final exchange, and that no further exchanges or refunds would be permitted.If you'd like assistance in a warranty claim, please call ###-###-####. Sleep Country Customer Service

Review: I purchased a mattress for $839.00. It was delivered the following evening at 10:00PM. At 10:20, we knew it was not the quality of what we purchased. The bed on the showroom floor has the same name but, is a much better quality. The following morning I called and asked to return the mattress. They said that they have a no refund policy and if I wanted a better mattress I would have to purchase a more expensive model. My wife and I looked over our paperwork, receipt and saw no policy of 'All Sales Final' or 'No refunds on any purchase'. All it says is they have a 30 day comfort guarantee. I called their consumer line and they said (rude & sarcastically) that their 'All Sales Final' policy is displayed all over the store. We were there for over an hour and saw none of these signs? We were not told of the policy from the sales person and it was not visible at the register where we completed the sale. Where were all of these signs? This type of policy would persuade most buyers into non buyers. I tried to return the mattress to the store or the local dist whouse and they will not allow me.

Product_Or_Service: Mattress

Order_Number: XXXXXXXXX

Account_Number: $839.85

Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Refund
I want to return the mattress and have my credit card refunded.

Business

Response:

Initial Business Response

This information is displayed on the counter where the customer pays, on the invoice, and throughout the store. There is actually a plastic sign attached to the counter that has our policies spelled out. Mattress Discounters offers a 120 night comfort guarantee, where our customers can exchange for a product of equal or greater value if they are not satisfied with the comfort of their original choice. All sales are final at Mattress Discounters. The mention of the 30 day suggestion that was seen is two paragraphs below our return policy that states all sales are final.

All mattresses will feel different brand new than they do on the show room floor. The beds in our stores have been broken in, are usually a bit softer. They can take up to 8 weeks to completely break in.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

You LIE! I went to your store today and now there is a sign there that was not there the last two times we were there. I asked the salesperson when the sign was posted and he said that he could not remember. I also said that the sign was not there when I purchased the mattress and he said that he could not remember. It is obvious that the sign was just put there and it was never there when I purchased the mattress. We also discussed that he never said that all sales were final ad he said that he did not tell me, we discussed the 30 day comfort guarantee. Second, Bait & Switch by Mattress Discounters. You sent me a mattress that is not what I purchased. You intentionally have better mattress in your store and deliver a inferior mattress to customers. Customers have their hands tied because they either have to keep the crappy mattress or pay more for an upgrade. You are ripping off consumers and that is not legal!

Final Business Response

As mentioned prior, these policies are next to the cash register in plain view of all customers. It is verified that these signs are present in this store location. We can provide the option of the onetime exchange that is outlined on the policy page attached to your invoice but no return option is available.

Review: I purchased a bed Invoice #[redacted]I had to spell the last digit because the system thought it was a social security number Salesperson [redacted] Insight Everfeel Plush East King 1499.00 I Comfort Everfeel HP East King I Comfort Everfeel HP East King EA King Instamatic Frame East King 126.00 Invoice number Total1625.00 I called approx 2 months lafter purchase to report the bed was not comfortable they lied to me and said oh this is your first memory foam bed it takes some getting used to you have to sleep on it to break it in. After my 100 days to test the bed were over I hesitated to call because I m thinking maybe I need to break it in more. I can feel the box spring through the mattress!! If you roll across the bed it feels like you are going up hill. This cannot be right for a bed that is not even a year old that I spent $1500 on. So I called the warranty folks paid $50 and they came out and said that it has a 3/8th inch sink on one side and 1/2 inch on the other side. I was told that wasnt enough for the warranty company to honor it has to be worse. So I have to sleep on a bed that is sinking in less than a year and wait longer for it to sink more!?!?!?! And be uncomfortable and get no rest!!!Apparently if the bed is sinking in less than a year its not good quality!Desired Settlement: I would like to exchange the mattress for a new non defective one

Business

Response:

Dear Ms. [redacted]We are very sorry to hear about your concern with your mattress purchase. Our warranty department works as an advocate for you for your manufacturer's warranty. We'd be happy to help you start a warranty claim. Please call us at [redacted]

Consumer

Response:

I am rejecting this response because: I will call to see what the outcome is. I just think its a shame that a mattress not even a year old is sagging and I have to wait for it to sag more

Consumer

Response:

I am rejecting this response because:i just called [redacted] I was told that I needed another inspection and I had to meet the same requirements as last time the mattress needed to be sagging 3/4 inch and its only 1/2 inch per the last inspection measurements. I thought [redacted] warrantry department was supposed to be an advocate? They read the same scripting of no stains etc ect. My stance is that this bed is not even a year old and should not even be sagging 1/2 inch let alone 3/4 inch. There is a 10 year warranty so I have to just keep sleeping being sore and uncomfortable until I reach another 1/4 inch???? at this rate of sagging its going to be another 3 months so just fix it now so I can sleep!!!!

Business

Response:

Hello,We are held to the standards of the manufacturer's guidelines for warranty. Unfortunately, if your bed doesn't meet the requirements there will be no replacement due to their guidelines. We are sorry you aren't happy with that answer but it is the answer we can give at this time.

Review: The in store demonstrator beds that you make your choices from differ from the actual beds delivered. To me this is false/misleading product information. The sales people are aware of the difference and told me to jump on the bed to "break it in" which did nothing. The original bed delivered was much harder than the in store bed. The store took it back. I chose another bed based on the in store demonstrator bed (had to spend more money than I wanted) but this time the bed was non supportive. I question whether or now it could even be considered "new" as the bed was dished by a half an inch at the time of delivery. The store said it was a warranty issue. I contacted the warranty department and they stated that the bed had to be dished by more than one and a half inches which would mean almost no mattress would qualify for warranty replacement. I think Sleep Country dumped a damaged mattress on me and I have no recourse. You make a choice on the bed based on the in store matresses but the matress that's delivered is totally different (even though it is the same brand and model).Desired Settlement: Either a refund or a different mattress based on the manufacture's description as the in store beds do not depict the actual matresses.

Business

Response:

Sleep

Country offers a 100 night comfort guarantee on all new purchases. After that

time frame, the mattress set is protected by the manufacturer's warranty only.

Sleep Country assists our customers with the warranty process, but are

ultimately bound by the guidelines and requirements set forth by the

manufacturer.

Mr. [redacted]

originally made a purchase on 9/2/13. As with any new item, there is a break in

period. We advise our customers that it can take 3-4 weeks to properly break in

a mattress, longer if it is a firmer model. When these come from the factory,

they can be very firm. As the mattress gets broken in, it will feel like the

model on the showroom floor.

Mr. [redacted]

decided to utilize his one time exchange on 10/9/13. He went from a Sealy

Cushion Firm to a Simmons Ultra Plush pillow top. these are significantly

different in feel and foam layers. At the time of the exchange, we had Mr.

[redacted] singe a copy of the invoice stating, "I am aware that this constitutes

as my one and only exchange/return. No further exchanges, refunds or returns

will be permitted."

Since the

comfort exchange had been utilized, the mattress was covered only by the

warranty provided by Simmons. Mr. [redacted] contacted our Customer Service

department on 1-7-14, and stated that he felt like there was a warranty issue.

He was sent a warranty questionnaire via email.

We called

him back on 1-11-14, and explained that the compressions measured were not

considered defective by Simmons. The customer

stated there was a ½” to ¾” compression.

Simmons requires at least 1-1/2” with no weight on the bed, in a non

stitched area. This is to measure the

recovery rate of the foam. Because mattresses

are made to conform to the body, Simmons will not look at any measurement with

weight on the mattress.

While the customer

does not have a comfort exchange open to him, the warranty is good for 10

years. If at any time, the bed has a

defect that is covered by the warranty, Simmons will approve a replacement,

which Sleep Country can facilitate.

Review: I went to Mattress Discounters located in Everett Washington, two days after having back surgery on strong narcotics. A Tempurpedic Cloud Supreme felt good, and I needed a new mattress ASAP for relief. The salesman suggested saving 30% by purchasing their Seattle stores two month old "Display Floor Model" that is in As-New condition. The salesman assured only fully clothed customers "like you" had ever laid on this mattress for display purposes. He said their Seattle store was downsizing their display area, so the display model was available. He said the mattress cover was mildly dirty, but removable and easily washed clean. I asked if the mattress and foundation came with FULL Tempurpedic warranty. The salesman responded the display model had the same 90 day sleep trail, warranty and exchange policy as a new mattress. Later, the salesman presented a contact that indicated the mattress and foundation were Returned after the 90 day Tempurpedic test trial period. I asked why this contact states it's a used mattress, and its not returnable, exchangeable or qualify for the 90 day Tempurpedic trial period. The salesman replied "This is just our standard form, we normally dont sell floor models He stated "Just ignore that line; the display mattress is under full warranty from our store, not Tempurpedic. I felt stupid the next day for trusting the salesman and returned demanded a written contract disclosing its a 2 month old Display Model that qualifies for the 90 day sleep trial period, exchange, and refund policy through the Mattress Discounters store. The new honest employee looked up the actual mattress history and showed me the computers screen. The mattress and foundation was NEVER a display model at all! The mattress was returned in poor condition after the trial Tempurpedic warranty period, and the owner was never fully compensated due to damage. The mattress was not cleanable, and the foam itself had been damaged. It had been slept in without any mattress protection at all. The mattress foam was rated in B" condition. I told the new salesmen how I had suspected that the employee had pushed this Display Model" for his own gain, and would have never have admitted giving a verbal contract at all. The new salesman admitted that there is a much higher commission (30 %?) for used returned Tempurpedic mattresses vs. brand new (12%). I then asked for my debit card to be refunded, and was told to wait 5 business days for a check. Even that employee seemed unconcerned about the ethics violation, manipulation, deception, and lies.

Product_Or_Service: Floor Demo model Tempurpedic mattress / foundation

Order_Number: I went to Mattress DDesired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Refund

I asked for my debit card to be refunded, but was told they would only issue a check.The check is suppose to arrive within 5 business days (12-19-13) if not I'll let you know.You need to know about this employees blatant lies, manipulation, and unethical behavior. His name is [redacted].

Business

Response:

While I cannot comment to the verbal conversation between the customer and our store, I can see that the customer did speak with both sales associates listed. They left notes in the system regarding both the purchase and the refund. Our refund policy for debit cards is to issue a check within 7-10 business days, because we do not have the ability to credit a debit card.

Tempur Pedic does honor any warranty on products that we sell. Regardless of whether it’s a floor model, or a brand new purchase. With a clearance or floor model, the 100 night comfort guarantee does not apply, but the manufacturer’s warranty will protect the mattress for the duration of the warranty period.

This product was returned under comfort by another customer, but they were compensated the full amount paid, so I don’t know where or why that information was given. All of our product is tracked via serial ID, from the time it enters our warehouse, until its delivered to a customer’s home. Again, I cannot tell by the notes left what the conversation regarding this product was. I did send the statement over to our district management team for review.

I am able to see that the customer was refunded via check, and that it left our corporate offices on 12/20. Less than 7 business days after the purchase was cancelled.

Review: I bought a beauty rest plush pillow top queen set. After a year the pillow top started sinking. I paid over 1500 for the set. The guy came out from the warranty department and said that my wooden frame was not up to code. He left saying that for 50 dollars I could call them back and they would check it again. I called the store describing the situation and recorded the sales man as he said that even everything I had was right. I called the manufacture and play the recording but she still would not help me. I have horrible back pain and I cannot afford to have them come back out for 50 dollars. They are not living up to their warranty. Do not buy your mattress there.Desired Settlement: Need a mattress that doesn't have defects.

Business

Response:

Mrs. [redacted] received a free inspection on 4-1-14, which the inspector found that her lack of frame support was the main contributing factor in the mattress sagging. According to the manufacturer's warranty card it states there needs to be center legs in place to assure the warranty is not void. Her frame support lacked the center legs. Our policy states that we will give the first inspection for free and any additional inspections for a $50 charge which is refundable if the mattress is deemed defective. If Mrs. [redacted] can provide us picture proof that the frame support has been corrected and up to the standards stated in the warranty we will be happy to waive the inspection fee. If she chooses to take us up on the offer, we will send the third party inspection company to her house to assess the issue and will abide by their decision whether the problem is a manufacturer's defect or not. Please send the photo's to [email protected] and reference invoice # [redacted] and someone will contact you within 48 hours. Thank you,Sleep Country Customer Service

Review: On June 2, 2011 we purchased a new bed mattress, box spring and other items from

your store. The price of the matters and box spring was $733.04 total with tax.

Within 30 days the bed collapsed and Sleep Country sent over someone to replace the

bed under warranty. Approximately 18 months later we noticed the bed sagging and we

again contacted Sleep Country were told to "flip over the mattress at least 1-2 times per

year". We explained that this was a one sided mattress and cannot be flipped over. We were

then told to rotate the mattress for a "more even wear pattem". So we did this however our

heaviest body parts still affected the bed in the same way as no matter which way the

mattress is turned, our posterior is in the exact same position in relation to the bed.

Finally we returned to Sleep Country to tell you that the sagging is now at a point that

it is so uncomfortable that we can no longer sleep on the bed. We were asked to provide

photos with a tape measure and we did this in a timely manner. You reviewed the pictures

and said that Sleep Country would send over an _Bed Inspector" and that it would take at

least 3-4 weeks before he could schedule us in. After your bed inspector missed the first

appointment on October 22, 2013 with no attempt to cancel or contact us he finally made it

on the second appointment on October 28, 2013.

As you can see from the attached photos the sag in the mattress is 4" plus and the box

spring 3" plus. There is no liquid damage, no damage to the fabric, no staining and no signs

of dropping at time. This is clearly a warranty defect.

Your inspectors only comment was that the bed had no stains, that it looked like it

may have been dropped and that he did not see the spring that cut my hand. Since we have

never moved the bed from where it was installed by your employees if it was dropped, this

must have happened before it was delivered to us.

In addition, in conversation with you, you stated that you "have seen problems with

this _bed' (presumably box springs and mattress) and that is why it was discontinued" and

that if the bed is replaced it will be with a different type/model.

So we purchased a box spring and mattress that Sleep Country has admitted was

known to be defective ( the fact that we have had 2 defective sets in 2 years testifies to the

inherent defects with these products ) and that the person you ordered to our home

suspected that the bed had been dropped. He also stated he could not see the spring

protruding from the box spring but it is clearly protruding and cut my hand badly when we

were measuring it.

We have been told that Sleep Country administers the warranty and Sleep County

employees are the ones that have denied om request for a replacement bed so we asked

Sleep County to step up and replace this but they have refused.Desired Settlement: So with this letter we are formally asking for a complete replacement with a new (not

used, a returned item or store display) box spring and mattress or a refund of the $733.04 we

paid. If we do not satisfactory resolve this issue or do not hear back from you within 30

days of this letter we will proceed to file a suit to recover our loss.

Business

Response:

Initial Business Response

Sleep Country offers a 100 night comfort guarantee on all new purchases. After that time frame has passed, the mattress set is covered only by the manufacturer's warranty.

The original purchase was delivered on 6/10/11. The customer contacted the store on 7/23/11, and stated that the box spring was not sitting on the frame correctly, and as a result, had broken. Since the customer was less than 100 day from delivery, we set up an exchange and replaced the box spring on 7/28/11.

Our Customer Service department was contacted on 9/20/13 by the [redacted]'s, with a concern that the mattress was sagging. We facilitate the warranty process for our customers to help move the process along, and also because most manufacturers are based on the East Coast. We are however, not the warranty provider, and therefore, are bound by the manufacturer's requirements and guidelines.

After going through the warranty packet, an inspection was scheduled. We use a 3rd party inspection company by the name of [redacted] They are paid the same rate per inspection, regardless of the outcome.

The inspection was completed on 10/28/13. I have included a copy of the inspection report, as well as several pictures. The findings were:

Mattress:

Mattress is sagging down more than 5" over the damaged area of the box spring. Placed mattress on the floor and it still sags 1-7/8" in that same area. Mattress has been damaged by box spring and/or whatever damaged the box spring has also damaged the mattress

Box Spring

The grid wires and elements are bent down more than 4" at the upper left side. Wood frame work is not broken. Took hard force to damage this box spring this badly. Damage, not defect. Customer states she cut her hand on the underside of the box spring. I didn't find anything sharp. Fabric is frayed on the side panel at all 4 corners of the box spring.

Simmons is the manufacturer of the mattress set and the warranty provider. They use steel elements and wires in their foundations, in order to provide a non yielding support. It would have taken great force, or pressure to bend these steel wires to the point of sagging 4". Simmons considers this to be damaged, and a result of abuse. Due to their warranty coverage, Simmons has invalidated the warranty on not only the box spring, but the mattress as well; due to the fact that the damage done to the box spring also caused damage to the mattress.

Due to the amount of time between the delivery and when the first complaint was called in, we have no way to verify what happened to the box spring. The product was signed for by the [redacted] as in good condition, with no damage. No contact was made until 2 years after delivery.

In addition, to address the concern of no longer selling a certain mattress: All manufacturers change their lines, and the style names of the beds every 6-8 months. Never has a product been recalled or discontinued for product issues.

Consumer

Response:

We are certainly not satisfied with their response. Sleep County employees told us

Sleep Country handles the warranty for the manufacturer and Sleep County sent the person

to our home. Sleep County was the company that notified us the warranty was not valid

because the inspector said the bed was dropped.

If the bed was dropped as the inspector told us, then it was dropped by Sleep Country

employees however a sagging mattress and sagging box springs could hardly be sagging

from dropping. Our son who was 14 at the time we got the bed simply slept on it. He is now

16 and sleeping on a new bed which was purchased from Costco due to the fact that they

will honor the warranty.

As leaders in our community we have shown our original letter to six people and have

physically shown the bed to two people that were considering purchasing new beds. We

have also spent time in front of the local Sleep Country store as well warning potential

Sleep Country customers to purchase beds at Costco or which is next door or at any other

bed retailer other than Sleep Country. We have directed each of these people to review the

Revdex.com reports as well as social media about their terrible service. It is apparent Sleep does not

care about their Revdex.com rating.

A warranty is very clear on what a defect is and what abuse is and this is clearly a defect. So

to deny the proper handling of a warranty claim Sleep County has lost at least 6 sales that

we know of so far and we will continue to alert others at school, the scouts, and sports as

well as in front of their store as much as possible. So while it is time consuming for us, there local store will continue to lose business and we will continue to protest their presence in

our community. In addition, we will pursue this matter with the court system since Sleep

Country. Sleep Country certainly does not seem concerned with the long list of Revdex.com

complaints I read they have in the state of Washington or the hundreds of complaints on

social media that we have been reading. We will also continue reporting throughout social

media such as Yelp. Facebook, Twitter and adding our terrible experience with this

company. In the end Sleep Country will lose many times what they could earned with

simply providing good honest service and they would have had our family as repeat

customers as well. ~

Business

Response:

As was stated before, due to the amount of time that passed between the original delivery and when the complaint was filed, we have no way of knowing how the box spring was damaged. We delivered a product in 2011 that was signed for in good condition, with no remarks about the delivery. In addition, the inspector clearly states that it took hard force to cause the amount of damage present. Had our drivers damaged it during delivery, it would have been visible. After this report was viewed by the manufacturer, it was determined that no defects were found, and that the set had been damaged, as a result of abuse or improper use. Because we only facilitate the warranty process, we are not able to override the decision made by the manufacturer.