Sack Time

Great mattress experience! Now I understand why they've been in business for over 40 years. They truly care about educating and accommodating the right bed for you. Delivery was on time and moved in and set up quickly.

To whom this may concern;

In response to this complaint, the client [redacted], was delivered exactly what was requested and ordered. In no way did [redacted] say for the client to not sign received. [redacted] did tell the drivers to keep the Sack Time’s receipt because we were worried that the client would...

take it and rip it. The receipts had been already signed when they first came to purchase on February 02, 2015. [redacted] felt like she couldn’t trust the clients, especially when the clients were yelling at [redacted] and hanging up on her multiple times. The delivery man obviously still gave the client the receipt because he wrote on the back about what the problem was, but yet still accepted the mattress and stated that he accepts the mattress. We wrote exactly on the receipt what the client requested. If the mattress was not met by the requirements, we would have never even accepted it from the local manufacture, but the mattress did meet the client’s requirements. The clients measured the mattress sitting on its side inside the truck, which then makes a false measurement because the foams will move out a little. You always measure a mattress when it is laying down flat. The clients had a hard time listening to [redacted] when she told them to not measure a mattress sitting up. [redacted] wife even hung up on [redacted] 2 times while she was trying to explain to her that the delivery man need to install the mattress in their bed for proper measurements. We honored what the clients requested. They wanted a custom hand-made 9 inches thick mattress and that’s what they got and accepted. The mattress did measure 9 inches once everything was set-up correctly. The manufacture stopped their whole course of the day, in order to even get them a different size (78 wide X 80 long), normally an eastern king measures 76 wide X 80 long. The manufacture costumed this whole order to what the clients wanted. They signed all of their invoice/order/credit card receipts stating, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”. This client will be unsatisfied no matter what because before even setting up the mattress, they were trying to set us up for failure. We delivered them exactly what they ordered and we cannot do anything else more. It is a custom that they wanted and accepted upon delivery. Please see attached:

*invoice and the back of the invoice with the clients hand writing

*all signed receipts with credit card receipt signed

*the order slip on their custom mattress with the measurements

Thank you for considering our response,

[redacted].

Sack Time ~ Manager

Tahnee waited on us and she really knew about all the mattresses. She knew about size, how they were manufactured, and how it was reccommended you care for them. She also showed us and let us try all the samples from the various manufacturers. She took a lot of time with us to answer all our questions and to tell us about the business that has been serving Arizona for years.

To whom this may concern,In response to the clients complaint, when [redacted] came into the store requesting a natural headboard, I clearly told the client that we do not customize any headboards. She seemed very sad the fact that she could not find a more of a natural/organic headboard. She...

then gave me an idea telling me that maybe we could just put latex as the padding on the headboard and use a natural cover over it. So I thought it was a good idea and remembered about the gentleman who worked on my mother's chairs and did a good job. I explained to her that this gentlemen is a person that we used only once and that I am not sure if he has worked on headboards before but we could try it in order to make it more of a natural product like she wants. I did tell her that we could use the organic cotton, which is a lighter color on the cover and then offered her that maybe we could also use the aloe vera cover which is more of a brown green color, but told her that it will depend on which one is more natural or organic. She told me which ever one would work that is more of a healthier product,  so then when we found out that the aloe vera had some polyester fibers inside mixed with the natural plant, that's when we went directly for the organic cotton because we knew it was organic and exactly what she wanted. I did tell her that the headboard will not be 100% natural because the wood will not be natural. She did not precise to me which wood to not use and which one to use. We picked out the best materials that we thought would be good for her custom headboard because we wanted to make a happy customer. She did know that the gentleman is not a person that we do work with at Sack Time and it is just a person that we know who did once my mother's chairs. She also knew that it was not a manufacture that was going to be making her headboard and that there weren't going to be any guarantee that it would look like a manufacturer that does it on regular basis and that have all of the machines to do this. When our delivery man delivered the headboard they did ask her multiple times if she wanted to keep it or if she refuses it. She told them that she does accept it with the organic cotton covering and that she likes the headboard on how it looks.  I don't understand why the client would be upset that we ordered the organic cotton fabric versus the aloe vera, since the aloe vera was an extra option in the first place and was not more on the organic/natural side like she wanted. When her husband the next day came in and explain to me about the headboard not being what they were looking for, he did complain about the wood not being finished, which is then when I told him that the paint would not be natural and that's why there was no finish on the bottom pieces of the wood. He then did not talk about it anymore because he realized that what he was saying did not make any sense on what their original request was. He also told me that he would of accepted if the back of the headboard was made from the polyester fiber, which is toltally against what they had originally requested. I was surprised when he told me this because originally his wife, [redacted], told me to not put that polyester fiber. Again we are a mattress business that sell headboards that are come from manufactures and I did tell her at the beginning that we could not do her headboard but I did feel really bad for her and wanted her to be happy, therefore the side job was an option, which she knew and agreed to it and signed her credit card receipt/invoice/ order receipts that states "ALL SALES AND ORDERS ARE FINAL AND NONREFUNDABLE". If the client did not like it from the very beginning at the delivery time, then she should've called me and told me that she is refusing the headboard. In no way did I ever say that this headboard wouldl be 100% natural because there is not such thing as a 100% natural/organic headboard, since it will also have staples holding the fabric in the back of the fabric. The only reason to why we had agreed on making a headboard like this for them is because they were very desperate for one made for them and because they are previous clients of ours. They did purchase a mattress from us before which got a really good deal on. Especially when they knew we couldn't get them the size they needed in a particular organic/natural model, but we still got it to them by making a special request to the manufacture and paying extra for it. We are very flexible with our clients and as we see now, by being too flexible and trying to make them happy it is still not good enough. At this point we cannot do anything more for this client because it is a custom handmade headboard that they choose and accepted. Thank you for considering our response,[redacted] ~ Manager

After researching lots of mattress options, we went to Sack Time. The service was wonderful, he was patient and understanding of the process and our needs. He helped us find the best mattress for us. He even price matched everything online. The Sack Time staff made sure we received the mattress on time. The mattress is wonderful! We are very happy with everything.

The staff was very helpful and guided me on which bed would best suit me. My family has bought many beds from Sack Time, and we have always had a good experience.

Delivery was fast and my bed is great. I would highly recommend visiting Sack Time if you are in need of a bed.

I have purchased 3 mattresses from them and their quality is excellent. The service at their store is the best I have ever had, they were very professional as well as very knowledgeable. I would definitely recommend to anybody looking for a mattress.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is our response to [redacted]/Sac Time response to our complaint.  We told her there was no problem with the fabric on the headboard (although it was an amateur job). THE ISSUE WE HAVE IS THAT SHE GUARANTEED US SHE WOULD BE USING WOOD.  What we received was not wood but the MUCH less expensive PRESSED BOARD. Here is a description of PRESSED BOARD from the Internet:
'Pressed board or particle board are made by mixing sawdust, wood chips,

etc. with glue and pressing them into a board. Plywood is made by

skinning a tree like an onion, into approx. 1/8" sheets. These sheets

are laminated, cross grained, into boards. Plywood is much stronger than

pressed board...and more expensive."
We thought we repaying for real wood, not PRESSED BOARD. In a phone conversation with Tahnee, she admitted to my wife and me that they did not use WOOD. We paid $1,300 plus tax for PRESSED BOARD! Cheap furniture and cheap shelving are many times made with pressed board. The headboard visually is appalling and poorly made AND WE WERE GROSSLY OVERCHARGED. We do not want the headboard but Sac Time will not take it back although they sold us a SUB-PAR product that was NOT WHAT WE WANTED NOR WHAT WAS DESCRIBED TO US. 
In [redacted] response to the complaint she incorrectly mentioned that we were desperate for a headboard that was made with natural non-toxic materials. WE WERE NOT DESPERATE AND WOULD HAVE KEPT LOOKING HAD [redacted] NOT ASSURED US THAT SHE COULD GET IT DONE. SHE GLADLY TOOK OUR $1,300 PLUS TAX BUT WILL NOT STAND BEHIND HER PRODUCT (WHICH IS TOTAL GARBAGE). In her response to our Revdex.com Complaint she said that we were requesting "a natural headboard", IS PRESS BOARD MADE WITH GLUE NATURAL? NO IT IS NOT. She also states that "ALL SALES AND ORDERS ARE FINAL AND NONREFUNDABLE." Therefore Sack Time is telling their customers that paying a high price for a product that is not what was ordered in non-returnable.  THEY CLEARLY DO NOT STAND BEHIND THEIR PRODUCTS AND ONCE THEY GET PAID THEY COULD CARE LESS ABOUT THE CUSTOMER. When  they delivered the headboard my wife was surprised at the poor workmanship but knew nothing about wood. I noticed it later that day when I saw the headboard. My first reaction was "what a horrible, amateur job was done and then I noticed the PRESSED BOARD. It was worse than horrible, the fabric was stapled along the back in a crooked and uneven line. The pressed board was unfinished and "cheap". She claims that they did not finish the headboard because we did not want a toxic finish. THERE ARE NON-TOXIC FINISHES BUT SHE JUST HAD THIS GUY THROW IT TOGETHER. IT LOOKS LIKE IT WAS MADE IN HIS GARAGE, NOT IN A WOOD SHOP. 

Regards,[redacted]

I bought a Chattam & Weills mattress and Tahnee helped me to get the perfect headboard and frame as well. The delivery was seamless and the guys did a great job setting up our bed, they even removed my old mattress. My husband has been sleeping two more hours per night!!!

I bought all the mattresses for my new home from Sacktime and I was very pleased by the lady who advised me, she really helped and suggested the mattress that fits to my body perfectly.

I am very satisfied with my purchase of I Comfort at Sacktime.

Excellent service. Great price and I love my mattress!!!

Absolute great service and knowledgeable staff, a very wide range of quality and prices, with some of the very best sleep mattresses available (hand made, organic, tempurpedic etc). A great bonus is the free delivery offered anywhere in the US.

Jan and Charles Sheets had a "Great Experience" at Sack Time. Ziva H[redacted] was the store representative. She was very knowledgeable in all phases of the business. We will always shop there.

I just purchased a queen size set of matresses. Tahnee helped me pick out the right mattress and was extremely helpful with my decission. The two men that delivered and set it up wee amazing in what had to be done. I would not go anywhere else. They are absoloutly an amazing outfit. Thanks for everything. Very trusrworthy

Review: Because of past exposure to the legal profession I will not go into the tone of the conversations held with Sack Time, but will stay with the specific issues that concern my dealings with Sack Time.

I am submitting copies of the original order as well as comments written on the back of the order sheet when delivery was made.

Furthermore, I would like to bring to your attention that Sack Time advertises at its store that it is rated A+ by the Revdex.com, when on your website it is A. This constitutes false advertising. I would like to suggest that someone from the Revdex.com go there before Sack Time becomes aware of this letter

1. On the original invoice it is specified that the mattress was to be 9 inches thick, because of the configuration of the headboard. In fact a drawing of the headboard was made and [redacted] said she understood the reason. It spells out that there was to be one half inch of extra firm foam on the bottom and two and one half inches of extra firm foam on the top. The open spring is six inches. The total then comes to nine inches. I was informed by [redacted] (one of the owners) when she wrote this order that it would have the firmness of a [redacted] mattress that was on the floor. It does not.

2. When the truck arrived and prior to unloading I measured the mattress which was in a vertical position. The thickness was eleven inches. The binding to binding was nine inches, but there was an additional top layer of two inches.This makes the mattress softer and eleven inches thick

3. In conversation with [redacted] by phone at that time she said that the two inches would come down as the mattress was in a vertical position. She said it would come down one millimeter. This is a far cry from the two additional inches. Her reasoning of the vertical position is one that I cannot accept.

4. One of the drivers told me that [redacted] had instructed him not to allow me to write anything on the bill, not even that the mattress was received. I obtained the bill and made the comments on the back.

5. Because of the additional two inches of padding the mattress lacks the extra firmness desired, and does not meet the specifications spelled out in the order.

6. The mattress was accepted as the other one (incidentally, was eight inches thick with no padding on the top) had been stripped and off the bed. Not accepting the mattress and returning it would have meant for me to go into a legal procedure, which I would like to avoid at this point.Desired Settlement: 7. I know that the Revdex.com has no legal authority and tries to resolves issues. Hopefully Sack Time has the good sense to acknowledge its mistake and come up with an alternative satisfactory to me.

Business

Response:

To whom this may concern;

In response to this complaint, the client [redacted], was delivered exactly what was requested and ordered. In no way did [redacted] say for the client to not sign received. [redacted] did tell the drivers to keep the Sack Time’s receipt because we were worried that the client would take it and rip it. The receipts had been already signed when they first came to purchase on February 02, 2015. [redacted] felt like she couldn’t trust the clients, especially when the clients were yelling at [redacted] and hanging up on her multiple times. The delivery man obviously still gave the client the receipt because he wrote on the back about what the problem was, but yet still accepted the mattress and stated that he accepts the mattress. We wrote exactly on the receipt what the client requested. If the mattress was not met by the requirements, we would have never even accepted it from the local manufacture, but the mattress did meet the client’s requirements. The clients measured the mattress sitting on its side inside the truck, which then makes a false measurement because the foams will move out a little. You always measure a mattress when it is laying down flat. The clients had a hard time listening to [redacted] when she told them to not measure a mattress sitting up. [redacted] wife even hung up on [redacted] 2 times while she was trying to explain to her that the delivery man need to install the mattress in their bed for proper measurements. We honored what the clients requested. They wanted a custom hand-made 9 inches thick mattress and that’s what they got and accepted. The mattress did measure 9 inches once everything was set-up correctly. The manufacture stopped their whole course of the day, in order to even get them a different size (78 wide X 80 long), normally an eastern king measures 76 wide X 80 long. The manufacture costumed this whole order to what the clients wanted. They signed all of their invoice/order/credit card receipts stating, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”. This client will be unsatisfied no matter what because before even setting up the mattress, they were trying to set us up for failure. We delivered them exactly what they ordered and we cannot do anything else more. It is a custom that they wanted and accepted upon delivery. Please see attached:

*invoice and the back of the invoice with the clients hand writing

*all signed receipts with credit card receipt signed

*the order slip on their custom mattress with the measurements

Thank you for considering our response,

[redacted].

Sack Time ~ Manager

Consumer

Response:

I never got an e-mail requesting my response, as that was sent to [redacted] mail, which is the reason I switched to [redacted] mail. The response from Sack Time was totally inadequate. Why do they not just admit they made an error and correct it?1. They wrote that they never told the delivery person not to give me the bill. That is an outright lie. Who delivers merchandise and does not request a signature? The delivery man told us she said it was not necessary.2. I did not write this in the original letter to you, but we have what is called contour sheets. They are sheets that fit on the mattress like a glove. We specified in the store that they would not fit an 11 inch mattress but would fit a 9 inch mattress. To get contour sheets to fit an 11 inch mattress would mean throwing out the ones we have and making purchases, thereby, incurring additional expenses for the 11 inch mattress. Furthermore, as mentioned the headboard was not designed for an 11 inch mattress.3. To write that Sack Time did not trust us, is simply insulting. They had all our money up front for payment of the mattress.4. The contract spells out the size and that is not what was delivered. 5. There were other things mentioned in my original letter to you that do not warrant repeating.6. The mattress is still 11 inches, in the horizontal position.I have a son who is an attorney in Scottsdale, who in the past has given me legal advice. If a case like this goes to court and since this is a contract case, the losing party must pay the other sides attorney's costs. There are other issues that can be brought up in court that will add to the defendant's costs. I have no doubt that I will win in a case like this. Therefore, I suggest that in order for this matter to be resolved that Sack Time do whatever is necessary to correct the matter so that the mattress is exactly as spelled out in the original contract. Finally, I request that if Revdex.com decides to put this on their website, that my name not be mentioned. Also, Maria, please let me know that you received this e-mail.Thank you for your patience.Sincerely yours,[redacted]

Business

Response:

To whom this may concern,This client received exactly what they ordered, which was a custom size per their request. The had already signed their invoice, so their was no need for another signature and we had already explained this to the client, but by no means did we refuse for the client to sign again. As you saw in the originals that the client signed a second time upon delivery. At this moment, the only option we have for this client is for them to tell us what dimension they would like today, since they changed their mind, and we can get their mattress reconstructed to that dimension with extra fees. We originally made a custom size that they wanted and accepted into their home. They accepted the delivery and accepted the mattress. On our policy, we clearly state "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE", which they had signed and agreed on.Please look again at attachments that were previously sent.We have a great reputation and we will be happy to reconstruct to a new measurement to whatever thickness they want for this client. So it will be again another custom with new fees.Thank you for considering our response,[redacted] ~ ManagerSack Time

This store sells very good matresses !
They have a very large selection.
I love the one I bought And the team was very Nice with me And helped me chose the perfect Matress to fit my budget !!
I recomand this store!!!

I would recomend this business to anyone. A comfortable non pushy atmosphere with a friendly staff. Offering green products since I suffer from alergies was a great suprise. With price points lower than most others. Very happy with patronizing this establishment. We were promised friendly on time free delivery to our home. And that's exactly what we got. No suprises just a respectful and profesional delivery team going above and beyond to make sure you are set for a good night's sleep. I am a customer for life!

Review: On 06/17/2015, I walked into sack time because I was early for yoga class. I wanted the mattress that the [redacted] hotel has in their rooms. I told [redacted] that I wanted that mattress because I have not slept that well in years. He told he knew what mattress it was and had my try three. I told him order the one that [redacted] hotel uses.

He asked the size. I said the long King my finance that passed away was tall, but I was not sure. He said he knew what size the mattress was. I told him I had to go, my class was starting, he said he would order the mattress that [redacted] had and I could come back and sign the receipt.

I do realize the receipt had [redacted] Beauty rest, however this being the first night I slept on the mattress. It is not the one at the hotel. I called and talked to several people. They don't carry the mattress from [redacted] I was lied too.

I asked for my old mattress and it was destroyed. They don't want the other mattress back, and this is all my fault because I should have known what the mattress [redacted] carried and I should never trust sales people. I need to be in charge of double checking orders.Desired Settlement: I would like the mattress from [redacted] hotel.. I am checking with the GM of [redacted] for the type. I also don't feel I should be charged a 50% restocking fee because I was lied too.

Business

Response:

In response to this Revdex.com #[redacted] complaint, After speaking to you on the phone regarding on this mattress for about 24 minutes on July 7, 2015 at around 11:10 A.M, I do not understand why all of this is happening. You originally ordered a [redacted] King Set Firm fromour second location and when we came to your home on June 25, 2015 todeliver it, my delivery man saw that you had a Cal King Set set-up. I thenspoke to you and told you that you ordered the wrong size and that we are goingto have to order a Cal King Set. You apologized for ordering the wrong size andsaid that you will wait for the Cal King to come in. You then received the CalKing Set on Monday, July 6, 2015 in the afternoon between 1 P.M. and 4 P.M. Youaccepted everything like you had originally accepted our policy by signing yourreceipts, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". When Iwas speaking to you on the phone on July 7, 2015, you were very demanding andjust cursing, which is something I do not tolerate. We are adults and cancommunicate in a diplomatic manner. We already did an exchange once due to youordering the wrong size. We DO NOT sell any used mattresses here and everythingis freshly made. All I can go from this arethe receipts you signed, which clearly writes, 1 King Size Set [redacted]Beautyrest Chasewood Firm with your signatures right below. You even receivedan additional 10% off with a free delivery, free set-up, and free removal ofold one. You received exactly what you ordered with the exchange from Kingto Cal King. You had laid down on the mattress in our showroom and wanted thatexact one, which is the one you had received 2 times in 2 different sizes. We triedto be helpful and exchange for a 3rd time, but the mattress you areasking us now, is a mattress that only comes from the hotel you are now talkingabout. You purchased a [redacted] and not a Sealy. We offered you an exchange andwith over 40 different models/brands that we have in our showroom for you topick out. You are currently asking for a specific model that we do not carry. Weare not the hotel company and we were not able to do anything more than what wehad already offered you. It isn’t our fault that you had refused our 3rd exchange. When you came into our second location on July 08, 2015 to see [redacted],you recorded him and yelled at him over and over with a witness there. He hadtold you multiple times that I, [redacted], handle the customerservice. You then came in the location where I was, demanding for anotherexchange. You also recorded me, so I did the same. You received exactly whatyou ordered and did not want to hear what the 3rd option was. Youput threats on my own personal life about my school education and everythingelse with it. Since you decided to corner me by my desk face to face with me, Ihad asked you for a solid 10 seconds to get away from me. The window cleanereven had to tell you to leave the store. I called [redacted] because I felt threatenedand felt unsafe with you there, especially after you had told me the day beforethat you were under medicine. I also had to goto the city court to get a protection order, especially since you had beenresearching me personally and threatened my personal life education. Again, you signed all of your receipts acceptingour policy, "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". Wecannot offer more than what we carry on our floor. Kind Regards, [redacted] ~ Manager Sack Time[redacted] Scottsdale, AZ 85254 ###-###-#### Phone ###-###-#### Fax [redacted]

Consumer

Response:

I came into the store to buy a Hotel Mattress. I was told the Lowes mattress was the same a * Hotel. I laid on 3 mattresses on 06/17/2015, I said they are nice but I want the one from Lowes. Before I signed the receipt I asked you are sure this is the one from Lowes. The sales repeat assured me that he had been in the business for 35 years and he know what I wanted and to trusted him. I found out that they purchased the store from original owner and have only been in business for a short time. The mattress ordered was not a hotel mattress and the wrong size. The first was return to the [redacted] factory in Avondale at no cost to Sack Time, as it was refused and not set up.. (NO LOSS TO SACK TIME) I also learn that retail store can not order Hotel mattress, and that the one ordered for me was the lowest brand beautyrest but price the same as * mattress ordered directly from Hotel..They also waited until July 2, 2015 to reorder to take advantage of the free pillows and half prices. ($440.00) I purchased the fake hotel mattress for $1461.07, I purchase the * Hotel Mattress for $1845.00 with, sheets, delivery, set up and removal. I received the Mattress at 3 pm 07/06/2015, and notified the store of the mixed up at 11 am 07/07/2015, 10 am 07/07/2015. The [redacted] beautyrest chasewood firm is only about 10" Ht it very flimsy, bendable and if adjusted needs to be pushed back into place. Very poor workmanship. The * Hotel mattress is marked with * all over. Has extra tall box spring and a 13" mattress. What I asked for and what I received is two completely different items.

Tahnee took the time to educate and acquaint us with the different mattresses before turning us loose to really feel them out. I'm so glad we chose Sacktime because they made sure we ended up with a mattress that felt fantastic and not just priced fantastic. Delivery was a breeze and the guys were beyond helpful to make sure our bedframe was correctly assembled ;) Thank you Sacktime staff, we have referred our parents to you for their upcoming purchase because we know they'll be in great hands.