The Sleep Country USA

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.

Review: Two of the leading sales managers from where I originally purchased the mattress from both explained to me that I would be able to provide payments to the headquarters office due to rejection(s) of providing payments several times at the store. After they spoke and verified information with the upper branch, corporate level, I was advised and asked to call them and set up a payment plan, which would be in affect thereafter. I spoke with someone through the corporate office and attempted to proceed with paying off the item, although I had absolutely no opportunity to provide any payments with the woman I spoke to, by being rejected and was given a minimal amount of time to provide the total amount which was within approximately a week. The words that were exchanged prior to that had evidently failed, for I was misguided and mislead. I asked to speak with her supervisor or vice president of the company and I was not given the chance or opportunity, more-so due to the limited amount of time given. Beyond that, she added an additional $100.00 to the grand total amount due. I don't appreciate misconceptions and lacking thereof as far as not being able to speak to anyone else in a higher lead position.Desired Settlement: I would like to have the $100 deducted from the amount as I am entitled and also have this collection removed from the bureau so that I may provide payments as agreed upon and discussed prior.Thank you.

Business

Response:

Ms. [redacted] purchased her mattress on 05/31/13 and financed a

portion of the purchase ($1000.00). The

bed was delivered on 06/07/13. However,

we were notified later that the finance company would not fund the financed

portion due to lack of signature. After

notifying the customer of the issue, she agreed to come in to sign the

financing paperwork by 1 pm on 06/01/13.

The customer did not sign the paperwork on this date and made

arrangements to bring the signed paperwork on 06/06/13. She did not bring the signed paperwork on

06/06/13 and informed the sales associate on 06/10/13 that she could not commit

to a specific day and that she would be in within the next few days. The district leader contacted her on 06/19/14

offering a discount of $100.00 if she would please come into the store to

complete the financing, but she did not follow through. On or about 12/10/13, Ms. [redacted] contacted the

store with an offer to bring in $1000 to pay the outstanding balance, which we

accepted. Instead of bringing in the

payment, Ms. [redacted] contacted the store asking for payment arrangements. The store informed her that this would need

to be handled by the corporate office.

The manager sent Ms. [redacted]'s contact information to the corporate office

on 02/20/14 and the legal department called Ms. [redacted] and left her a voice mail

on 02/24/14. Additionally, a letter was

mailed on 03/14/14 to the address given when Ms. [redacted] purchased the bed

regarding the unpaid amount and asking that she either reapply for financing or

use another method to pay the balance no later than 03/24/14. On 03/25/14, Ms. [redacted] sent a fax to the

legal department asking for payment arrangements. The legal department again attempted to call

Ms. [redacted] on 03/27/14 regarding the fax and left a message with someone else. They also followed up with an email to Ms.

[redacted] as she had included the email address on the fax she sent. The email informed Ms. [redacted] that there were

two attempts to contact her by phone and she would need to contact the legal

department by 04/11/14 to discuss whether a payment plan would be

possible. Ms. [redacted] then called on

04/14/14 requesting to make payments of $50/month. Her payment request was referred to the head

of the department and Ms. [redacted] was notified later that same day that such payment

arrangements would not be possible as it would take 20 months to pay the

balance and our systems are not designed to monitor or manage a payment

schedule of that magnitude. She was

notified that if she required such lengthy payment arrangements, she had the

option to reapply for financing, which was the original payment method she had

chosen when she purchased her bed. She

was asked complete the financing paperwork no later than 04/18/14. She was also informed that if she failed to

follow through with any of her options, the $100.00 discount would no longer be

an option as it was originally provided as an incentive for her to complete the

financing back in June of 2013.

Consumer

Response:

I am rejecting this response because:

Allegations and misleading perceptions is not ever intended, characteristically nor in my daily regime. I would gladly take a polygraph test just to prove that I am not a liar. Did I say gladly. (: THANK YOU!

Business

Response:

We've checked in with the credit reporting agency and they advised us to ask you to contact them directly to help resolve the credit issue.

Review: This is my second complaint on this site about a latex bed I bought from Sleep Country USA, and my fourth official complaint to the company since November 2013. My bed is covered by a warranty. But the warranty is not covering damage that has produced intense back pain and trouble sleeping fro me and my partner. They keep saying that the indentations in the mattress are not deep enough to refund me or replace the bed. But, the indentations are measured when no one is laying on the bed. Once I lay on my bed, the problem are not uneven indentations on its surface, but rather that I and my partner start falling into the middle of the bed. In the mornings it is extremely painful to get up because we have to spend all night trying to not fall in a hole. My partner and I have visited accupuncturist, chiropractors, and masseuses to address our constant pain. And we have stopped sleeping on the bed. We sleep on a futon. That is more comfortable. We know that this is an issue other consumers have had. It is a defective latex mattress.Desired Settlement: At this point, I do not even want a replacement, I just want enough money to buy another mattress. They have offered me $200.00 of store credit but I would need $600.00 to cover for the expense. I am considering involving a lawyer, only because I cannot believe that such an expensive bed has not lasted three years. And, because the salesman told me that if the bed gave me trouble, it was because of a period of adjustment to my body. Otherwise I would have complained earlier about this issue.

Business

Response:

Sleep Country USA offers a 100 night comfort guarnatee on all new purchases. After that time frame, the mattress is protected by the manufacturer's warranty only. In this case, Simmons is the warranty provider. While Sleep Country assists with the inspection process, we are bound by the requirements of the warranty, provided by Simmons.

The mattress was purchased and delivered in September 2010.

In October 2013, we were contacted regarding the warranty. The customer filled out a warranty questionairre, which showed about 1/2" of compression. We called the customer to let her know that simmons requires at least 1-1/2", with no weight on the mattress, in a non stitched area. This is required in order to see the recovery rate of the foam.

In December 2013, the customer emailed one of our reps, and stated that the mattress was uncomfortable. We explained that the warranty through Simmons doesnt cover comfort issues, and would not consider that to be a defect.

In March 2014, the customer sent in pictures showing a 3/4" compression. Again, we explained that Simmons requires at least 1-1/2" for the mattress to be considered defective.

The only way to get credit for this mattress is for it to be found defective per Simmons' warranty. We did offer a significant discount to the customer, in an attempt to assist her in getting a more comfortable mattress.

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 will accept the credit offered by Sleep Country.

Best,

Review: I purchased a [redacted] Recharge 850 set from Sleep Country in Kirkland, WA sometime in early 2014. This was a set that was to be used in a guest room. We've only had approximately 4 different guests sleep on the mattress from the time of purchase, each guest stayed no longer than 4 days maximum. The first set of guest made mention that the bed was really soft, (I interpreted that to imply they felt comfortable in the bed). Subsequently, I heard the same response from the other guests. Finally, my last set of guest were my sister and her husband. They made mention that they could not sleep on the mattress because it was way too soft and after 2 nights, they were waking up with sore backs and much discomfort. I had to have them move into another guest room and no longer have anyone sleeping on that bed. I informed SC and was referred to their customer service, whom I had several email correspondence with photos of the bed and mattress to determine if there were any physical defects according to their manufacturer's warranties. I am copying and pasting the correspondence with the rep: [redacted]: As I explained, there aren't any depressions that are visual just looking at the mattress. My complaint is that it is a bed that sinks down too much with any weight on it. What is being experienced is that the bed itself does not feel like a medium comfort bed as what was displayed in the store at the time of purchase. It feels much much softer than expected. The bed sinks in too much and does not supply the support as indicated by your advertisement labeling. The [redacted] Recharge Mattress 850 Plush provides conforming back support with the comfort of a soft-medium feel. A reliable choice for getting better support in your neck, shoulders and spine.There is absolutely no support for your neck, shoulders or spine, it totally sinks too far into the mattress when lying on it. I am a 105 lb person and it sinks totally down when sitting or lying on it. We moved the mattress to a different frame styles to see if it made a difference. It made no difference. The original bed had a frame at time of purchase which needed a box spring (hence, I purchased one from you) and the other bed is a platform with slats and a center bar down the middle. See photos.Because it was a guest bed and was hardly used at all, I as the owner did not take notice of the softness until my 4th set of guests over a years time, made mention of it being too soft a bed.It is totally unacceptable to sleep on, I am not allowing guests to sleep on it. It was an expensive purchase from your store so I feel someone should be coming over here to look at it. More importantly it should be exchanged out.If you notice with the photos I am sending, my brother-in-law is just sitting on the bed and you can see how much it sinks in just by sitting on it. The customer service rep did send out a warranty rep to inspect the mattress. He went through his routine but basically looked and measured for any depressions in the mattress. I received a phone call within 3 days and was told by [redacted] rep that the depression measurements did not qualify for the warranty issue. I tried to explain to the rep that I knew there were not any depressions because the mattress had not been used but only 4 times, but that the complaint was that the mattress was way too soft in comparison to what was experienced at the time of when I went to the store and tested the mattresses. It sank in too far when lying on the bed and that it was not comfortable for any of the guests who used it. I felt it was not the same mattress as it was labeled to be nor was it the same as I tested in the store.Desired Settlement: I should be offered an exchange for another mattress or a full refund of purchased item. I feel the mattress I received is not the same type of mattress that I tested in their store, or that I possibly received a mislabeled mattress. I feel someone from the store itself should come here to lie on the bed and compare with what they have displayed in their store. It was nearly impossible for some outside warranty tester to come in and just take measurements which does not address complaint

Business

Response:

Dear Mrs. [redacted],We are very sorry to hear that you are not satisfied with the mattress you purchased in March of 2014. We understand your concerns that your mattress may have an issue that can't be measured or visible to an inspection company. We did however pay to send a professional inspector to your home to see if you have a warranty concern. Unfortunately, after we received the results it does not meet warranty requirements. Please understand Sleep Train/ Sleep Country is bound by the manufacturers warranty. Your mattress is not defective. With that said, in the name of guest service and our appreciation of you as a valued guest, and the age of your mattress, we'd like to offer you a one-time appeasement exchange that will come with a re-stocking fee, and no money back. If you are interested in more details of this offer please call our Customer Care team at [redacted].Sincerely,Sleep Train/Sleep Country Customer Service

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.

Thank you very much

Review: I went into Sleep Country to purchase a bed and when I arrived all seemed great. After I received my merchandise and payed the difference in my finance amount I received a letter from the finance company with a different amount that I had agreed and signed for. I then contacted Sleep Country and they looked at my acct and stated that it was a mistake on the finance companys side. A few min. later they said that it was correct amount. I told them that wasn't the amount I signed off on and that I wanted to retun all the merchandise. I also showed them my original contract which did not have anything on the amount they were stating and they could not find anything either. I went into the store to sign for return and to get my money back that I had put down. When I arrived they then changed their story and said they would have to send me a check by mail after mechandise was returned. The next incident that happened was after 2 weeks of returning my merchandise I was charged a payment on the acct. I also had not received my refund. I contacted the finance company and they told me that they did not receive any paperwork from Sleep Country so they could not do anything about my money getting debited from my account. I went back and forth and even to corporate to try and find someone who could help me. Everyone I spoke with treated me very poorly and stated they couldnt do anything for me and didnt know what I expected from them. Between all 5 locations I contacted even out of state I got no results. I ended up writting a letter and faxing it over to the original store I made purchase from stating that they had 48 hrs to return my money or I would report them to the Revdex.com and Attorney Generals office on top of contacting the local authorities to handle the situation as I had exercised all my options with no results. I guess I should've went online first and checked out all the complaints from so many people about them and who also were treated poorly and were unable to get their money back.Desired Settlement: I would like all my funds put back into my acct and for the the manager [redacted] and Assistant Manager Kate at store # 20505 to be demoted as they are not polite, degrade you and have no concern or care to help you. With this being said they should not be in those positions. They need alot of training in the customer service area.

Business

Response:

On 3/16/14, the customer made a purchase at our Tacoma store. The cusotmer applied for financing through Progressive, which requires a non-refundable fee of $40.00. The financing contract that the cusotmer signed was a 30 days/same as cash plan, and the purchase price was $1430.00.

The product was delivered on 3/17/14.

The cusotmer called on 3/19/14 in regards to the Progressive financing. Pregressive charges interest, and the difference in amounts was due to that. The customer stated that she was not aware of the charges, and didnt understand the financing plan that was signed up for.

The cusotmer decided to use their comfort guarantee and get a refund at that point, becasue they were not happy with the financing plan.

The purchase was picked up on 3/21. Our office sent the refund to Progressive on Monday 3/24.

On 4/1, the customer called, as Progressive had not applied the refund to her account, and had in fact, debited them for a payment on the purchase. After many calls, Progressive finally acknowledged the refund on 4/2, and agreed to refund the payment taken.

Consumer

Response:

I am rejecting this response because:

Sleep Country is incorrect on their response on so many terms. First of all when I called about the price difference they first told me I was correct and tried to blame it on Progressive the finance company. Then they had called me back stating that this was amount after finance charges. When the Assistant Manager Kate told me to come in and bring my original paper work I signed she ended up leaving and had a person that had only been with the store 3 months trying to help me with no knowledge of situation. At this point we had to call another store and have there store manager figure it out between phone and fax what had happened. They found out that I never did sign an agreement for the amount they claimed I did. The Tacoma store was so nice of course when I went to purchase, but as soon as I wanted to return they treated me horribly and without concern on wanting to get my money back or help me in any way. The store Manager [redacted] was defending their attitudes and knowledge and customer service techniques. I had to go thru 5 different stores and corporate and write a letter stating they had 48 hrs (after it had been over 2 weeks) to refund me my money or I was going to report them to the Attorney Generals Office and the BBS. It is very disappointing to have such a big company treat people this way. After my husband talking to people at his work he found out similar situations happened to them. I decided to look them up and read others reports on BBS website and of course there were so many complaints its a wonder they are still in business.

Review: We purchased a mattress from the Bonney Lake location. Delivery on 9.13.14 with two workers from [redacted]. I was in the bedroom with one driver while the other was out getting the other mattress. After the delivery, we realized a cell phone was missing. I've called numerous times and their response was unacceptable. They told me to call the police (which I had done). They said that is all they can tell me to do and that there was nothing more that they could or would do for me. They also told me that they hoped my cell phone "showed up". I explained to them I had to pay $170 to replace the phone and the response was sorry, there is nothing we can do about that.Desired Settlement: I would like them to pay the money we had to pay to replace the "allegedly stolen" cell phone. $170.

Business

Response:

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

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. Thank you very much! [redacted]

Review: Purchased mattress on 10/4/2010. Mattress sank and has been replaced twice and the Box Spring once. Mattress has sank again.

I purchased a Sealy Mattress and box spring from sleep country on 10/4/2010 and since then I have had to replace the mattress twice due to sinking in the middle once on 8/2/2012 and then again on 4/21/2013 and again ion July of 2013 it sank in the middle again but now they said it was because of the box spring and on 7/27/2013 they replaced the box spring but it made no difference in the mattress and it is still sinking in the middle. All I was asking for was a refund of my money of $601.00Desired Settlement: Original purchase price of $601.00

Business

Response:

Business' Initial Response

Sleep Country offers a 100 night comfort guarantee on all new purchases. After that time frame, the mattress and foundation are protected only by the manufacturer's warranty. This particular mattress and foundation has a 5 year, non pro-rated warranty. The original delivery date was 10/5/10.

The mattress was replaced under warranty in August 2012, and April 2012. The most recent inspection showed that the foundation was sagging, and that the mattress was following the same curve. The inspector specifically states that the mattress is fine when measured separately from the foundation.

We called the customer once the report was received in our office to set up the exchange on the foundation. The new foundation was delivered on 7/27/13.

If any future issues arise, the customer will have warranty coverage through 10/5/15

Review: Purchased a Stearns and Foster pillow-top mattress from Sleep Country, approximately two and one half years ago. Spent about $ 2200.00 on the mattress, quickly developed a huge "hump or ridge" in the center after about 8-10 months with Troughs on either side for us to sleep in, like sleeping in a shallow ditch!!!! Thought oh.. maybe it was just wearing in, months later has gotten far worse. Calls to customer support tell us to try to sleep in the center more, so ...two senior adults trying to sleep in the center of the mattress? Internet is filled with well over one hundred complaints on this particular mattress, and that's just the people that complained. Imagine how many people just gave up and had to purchase another mattress form a reputable retailer, other the Sleep Country. Internet is also filled with stories about no matter how you file a claim, there is always something wrong with the support, or there are spots, or whatever...Desired Settlement: New Non Stearns and Foster mattress!!!!!

Business

Response:

Sleep Country USA offers a 100 night comfort guarantee. After that time frame, the mattress is protected by the manufacturer warranty only. We assist our customers with the warranty process, but are bound to the guidelines and requirements set forth by the manufacturer.