Sack Time

We couldn't have asked for a better experience than the one we had at Sack Time. [redacted], (the store owner) made our experience pleasant and he never pressured us to purchase. He listened to our needs and led us to a bed that we are very satisfied with. They delivered our bed on time and his staff was very professional. I highly recommend Sack Time.

great mattress, great service.

Great experience love my matresses amazing services best prices Thanks Sacktime

Review: I put a deposit of $1000.00 for a $7039.50 bed. I cannot afford the bed, and when to ask for the deposit, they would not give it back. [redacted] with customer relations said that she would not refund my money we asked to speak to someone else and she said she was the only one to talk to. This was not a custom order. We would like to get our money back!Desired Settlement: We would like to get our money back.

Business

Response:

To whom this may concern,When the client came into the store on December 16, 2014, he liked a specific mattress that originally costs $7,497 + tax and [redacted] gave him a deal for $6,500 + Tax = $7,039.50.That day, the client gave a non-refundable deposit of $1,000 for the specific order that he wanted. The size that the client purchased was a Cal King and was ordered just for him because we did not have it in stock in this particular model, therefore we had to order it for him. He requested for his delivery do be done on January 20, 2015. Every orders that we place for a client is customized to what the client requests. [redacted] told [redacted] on January 5, 2015, that he wants a refund and no longer can afford this specific order. [redacted], who is in charge of the customer service, called him the same day and left him a voicemail for him to call her back. He did call a few minutes after she left him a avoicemail, and she told him that we have his order all set for delivery and already loaded in the truck for him. She even told him that we would accomodate him if he would need the delivery sooner or later. He did not talk to her about any refunds and was actually going to call her back to let her know on if he wanted to change the delivery date. About 30 minutes later, the client calls [redacted] back and demands a refund and said that nobody had called him. [redacted] gave him the customer service number and the client called [redacted] right after. He started to explain to [redacted] that he was talking about a different bed for his car and that he had no idea on who he had previously called back, which is a coincidence for the same delivery date....[redacted] explained to him that he signed his invoice/order/receipts/policy with his own signature infront of [redacted] and accepted everything. On the invoice/order/receipt, it clearly states " ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". The client kept on over talking [redacted] and she told him that she will not talk to someone who yells at her and won't let her talk, especially when she is trying to figure out a solution for him. She even told him that if he couldn't speak to her in a diplomatic way, that she will have to hang up the phone because she cannot speak to someone that picks one word of a sentence and then won't let her talk without him yelling. We cannot do anything for this client, other than delivering the merchandise that he ordered and wanted when he pays the remaining balance of $6,039.50, or if he doesn't want to do that, then he will lose his $1,000 deposit because it is non-refundable.Attached is the invoice/order/receipt that clearly states "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE" with his signature above to the right.Thank you for considering our letter and have a Happy New Year,[redacted]

Review: My wife and I ordered a custom made head board from this bed retailer. Our instructions were specific that we wanted a completely natural head board with natural latex, cotton and made out of wood. We paid $1,300 plus tax. What we received was a head board that looks like it was made by an amateur, not from a furniture maker. The retailer sub-contracted the work to someone who they had previously used to make chairs for her mother. As consumers, we were lead to believe that the work would be performed by a capable and experienced furniture woodworker. The head board did have latex and cotton but it looked terrible and was stapled onto the wood. We originally requested a brown fabric that was shown to us but the retailer took it on her own not to use that fabric as she thought it was not natural, but she did not notify us of that decision. What we received was white, not the color we chose. The head board was supposed to be all wood and what we received was "press board' which is made out of woods chips. paper chips and glue. This is not wood, is a cheap substitute, and is not a natural product (it is not wood). The retailer is not willing to take the head board back and will not work with us on the price. We received a sub-quality product at a premium price.Desired Settlement: We want either our money fully refunded or a compromise on price. Our preference is that they pick up the head board and refund our money. We were willing to work something out with them until they said that they would not take the head board back and would not refund any money. So they're sticking us with a piece of amateur garbage.

Business

Response:

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

Consumer

Response:

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."

Review: Original mattress which was purchased began to sag heavily within a very short period of [redacted]e. Investigative team reviewing the mattress and agreed to send out another mattress for my mother to replace the original poor quality mattress. Once again, the second mattress which arrived was not identical to the original mattress purchased. Once again, within a matter of a couple months, the mattress would sag and was extremely uncomfortable for my elderly mother. Both mattresses were made to accommodate a bed with flexibility for both head and feet. Finally a third mattress was sent to my mothers home for replacement, that was of such poor quality, my husband could carry it easily with one had...it was light weight, no fibers within the mattress, it was pathetic. When I returned to the store to complain, I was told nothing would be done, if she replaced the mattress again, there would be a charge.Of note, my elderly mother is very small, frail and weighs no more than 110 pounds....so for any mattress to sag and cause discomfort in such a short period of [redacted]e is unexplainable and obviously poor workmanship! How could the quality keep decreasing instead of improving. Since the owner was unwilling to replace it with a quality mattress as we had originally began with in a king size and had to down size to a single bed size,we purchased a mattress elsewhere that has been totally fine with no indentations whatsoever, which indicates to me poor quality products being delivered to my elderly mothers home. I find it offensive the behavior exhibited to us most importantly the poor quality mattress that could not sustain a small, petite, elderly person is shameful. In all my years, I have never had any issues with the quality of my mattress which makes me question this company and their ethical business practices.Desired Settlement: A full refund of the amount my mother paid for the first single mattress on March 21, 2014.

Business

Response:

In response to this complaint,

The client [redacted] and L[redacted] did purchase a twin mattress on March 15, 2014 for a mattress worth of $499 on sale that was then reduced to $470 because they had already previously purchased a King size mattress with us. When they bought the twin, they told us that they have a budget and so that’s what we went for. We delivered the twin mattress on March 21, 2015 at 1:52 PM. Then on October 07, 2014, [redacted] came in telling us that the mattress is having a sagging issue. We ordered another mattress which was firmer than the original one because they wanted something firmer, in order to replace the warranty defect. We believed the client on the defect and did not even send out an inspector to really see if it did have a sagging issue because we trusted the client. We delivered the second mattress (warranty exchange) on October 24, 2015 at 5:00 PM. The clients seemed happy at the [redacted]e. A few months went by and the client again showed up and so we wrote him up another warranty exchange, without inspecting the mattress again on January 26, 2015, and explained to the client that the category of mattress that they purchased is the beginning of the line. In every brand there is the first end, middle end and high end. They went for the first end, which justifies the quality and its price. This mattress is also 1 year warranty, so just by that it also gives away what kind of quality this mattress is. After explaining this to [redacted], he told us that he will speak to his wife, [redacted], about maybe just getting a better constructed mattress. After that day, we longer had any news from them to exchange the mattress and today, we see that there is this complaint on Revdex.com, which we do not understand because we have done more than we can to make this client happy. It isn’t our fault that they originally purchased a first end mattress. This is what they wanted and it is what they received. We cannot force the client to upgrade if they do not want to. We had even exchanged the defect mattress without sending an inspector and only realizing after when our team picked up the mattress, that the mattress did not have a defect on sagging. We again wanted to make the client happy and exchange another [redacted]e, knowing that the client was just not happy with the quality of the mattress. It was never a sagging issue, it was a feel and comfort problem. The client signed and accepted our policy on that, “ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE”. The client signed this on every receipts attached and on their credit card receipt. There is absolutely nothing more that we could do for these clients, especially when we were still waiting on them to let us know if they were to upgrade or have the same mattress exchanged out again.

Thank you for considering our response and have a good Memorial Day weekend,

[redacted] ~ Manager

Sack Time

Scottsdale, AZ 85254

###-###-#### Phone

###-###-#### Fax

[redacted]@aol.com

Consumer

Response:

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.First and foremost, my mother, [redacted] purchased a complete king bed with power and for head and foot for over $3,400.00. This was never stated as a "low end," or "high end." I do believe that should be a bed of high quality.When my husband came in, he did not request a "low budget" mattress but rather a single twin bed that was comparable to the king bed his mother-in-law had previously purchased. According to [redacted], they showed him only beds that were in excess of $1,100.00 and he politely told them that we did not need so spend that much for a single twin mattress. So, as a selection of the owners of the store, he was guided to the $499.00 bed. The bed came the day my mother returned home from hospitalization......it seemed fine, but shortly after, she complained of back pain and discomfort. After we took pictures and showed them the picture on our cell phone in October, they agreed to send out an inspector to look at the mattress. This was perfectly acceptable for them to do and we agreed. There was an inspector who did come out the first time in October and then it was agreed to send out another mattress to replace the damaged quality mattress. Once again, my mother is very thin and weighs very little. Over the phone we agreed upon a more firmer mattress seeing she was elderly. I appreciated the feedback and we did so. That mattress came and was even "poorer" quality than the first. By early January 2015 this mattress was sagging again. Both my husband and I went to the store, I took off work for an afternoon to have this discussion. The mother, not [redacted] was there that day. Her mannerisms are abrupt and she does not let anyone speak. I asked her to listen to me and understand what I was saying. We looked at multiple mattresses of which she could not even locate the warranty on the mattress that she told me was like the one she selected for my mother.When the last mattress came for replacement is was UNBELIEVALBE! Honestly you can carry it through the house with one hand...it has no support, no padding, NOTHING. Who chose this "low end" mattress now? It definitely is not like what was sent out day one. when the mother told me she was not going to replace it and we would have to spend MORE money......I stated I would not do it. I began looking elsewhere and we quickly found a "name brand" mattress from a "name brand store," that is exactly what we should have had from day one and we paid only $325.00!!I am dissatisfied with their response, their attitude and their poor customer service! Most importantly, no company that is rated by the Revdex.com should act in such a manner and I find it repulsive! We have saved the pictures of all mattresses and have the last mattress saved for anyone to review. I am seriously considering calling channel 3 to discuss the poor quality and to show them the last mattress that clearly SPEAKS FOR ITSELF! Anyone who would treat customers with such ignorance and arrogance is deplorable and I do not wish any other person to be taken for granted or to be treated as we have! I am embarrassed for them!Yes, and the big ALL SALES AND ORDERS ARE FINAL AND NOW REFUNDABLE are hand written above their cash register! And after many inquiries I found it in tiny print on the small white sales receipt that is attached to the large ordering slip! If Tawhnee's mother could not even locate the warranty on the like for like mattress in their store, brand new, how were we to know it was a 1 year warranty! belittling customers and treating them as though they are not educated is a huge mistake and a poor representation to the Revdex.com.Price does not always equal quality! Unfortunately according to Sack Time Inc, it does! I would love to show someone the mattress quality of the $325.00 we purchased compared to Sack Time, Inc quality of $507.00!I stand firm in respectfully requesting the money spend for the first mattress. Also of note, they are totally unable to find their receipts, it is up to the customer to find them so I do find parts of the communication humoring since I do have the copies and apparently they do not! Another excellent customer service point. I also have a copy of the sign which hangs above the cash register....no date, not printed but rather handwritten. Was it placed after our purchase or before?For the betterment of the Revdex.com: First receipt was 10/30/13 for $3,400.00. Second receipt was 3/15/14 for 507.36. Third receipt was exchange on 10/7/14. The last bed can be provided but is at my mothers home and not available this evening.I appreciate your time in reviewing this complaint and wish for this to be resolved quickly and not to complete the same process to other customers. Respectfully,[redacted]

Business

Response:

In response to the complaint,[redacted]'s wife, [redacted], did indeed come into the store and spoke to [redacted] regarding the mattresses having sagging issues. We have changed the mattress and it never had a sagging issue in the end. We wanted to make the customer happy by quickly getting them into another mattress. It is not our decision on what the client ends up purchasing. We showed the client several different mattresses and did explain that the mattress for the twin is NOT going to be equivalent to the King mattress they had previously purchased. We have mattresses that start at $89 and go up to $24,000. Each client that walks in through our door, are explained each detail of each mattress and explained about the different qualities on which one will last longer and hold better for an every night sleeper. We actually do keep records on every invoices, which we had attached to show what was ordered and with the no delivery charges on the first complaint response, so I really do not understand why the client is saying that we can't find the invoices. The client accepted on the credit card and invoice/order our policies on "ALL SALES AND ORDERS ARE FINAL AND NON-REFUNDABLE". I, [redacted], personally called [redacted] and left them a voicemail regarding on this complaint, to try to understand why they went straight to Revdex.com when all we were waiting on them was to let us know what mattress they wanted for us to bring out to them. When [redacted] came in and spoke to [redacted], all she was doing was yell at her, which is unacceptable because [redacted] is only there to sale and show this client what we have and what we can do for her. The warranty letter came with her mattress upon delivery. It isn't our fault that she did not keep it. I, [redacted], am the person who takes care of all of the customer service and warranties. I was not working the day she came in and yelled at [redacted] did not tolerate her rudeness and pretty much told her our policy and that it was final. There is only so much we can do for clients that are complaining on a sagging issue, when there are really no sagging issues because even the manufacture did not even take the mattress back. We had to give the mattress away to the homeless shelter because we DO NOT sell any used mattresses. We trusted the client on what they were telling us and exchanged with no hassle. The mattress they picked out again is a first end mattress and was explained this at the time of purchase. Again, this client never returned my call when I left them a voicemail regarding this complaint. I understand that they purchased a mattress somewhere else and it isn't our problem that they did, especially when they had the opportunity for another exchange. We absolutely CANNOT do anything else for this client, other than exchange her mattress with an inspector confirming that the mattress does indeed have a sagging issue. In the years being with Revdex.com, we are a strong family business and we have a very strong clientele. Our clients come into our store based on our trust and experience. We always try our best to make each individual client happy with their purchase. If a client isn't satisfied with something, we are very quick on resolving it even if the client isn't being 100% honest with us. This is why we have been in business since 1973. This specific client is just trying to take advantage of a small family business and thinks that she can get a new mattress every 6 months, when it doesn't work this way.Thank you for considering our response and have a good weekend,[redacted] ~ Manager

Five stars and more for sack time mattresses. Buying mattresses is not my cup of tea. We heard from friends back in Arizona how great their experience was at the store. I live in Irvine California, I was not goingto Scottsdale to buy a mattress! I gave them a call, I talked to Ziva she was super helpful and asked me why I wanted to buy a new mattress and what I would expect from my new mattress. No sales pressure on the phone. She was so helpful I decided to buy a new mattress for my son too! she told me they can deliver anywhere. The delivery was done on time and everything went well. We love our mattress, she even called us later to ask how we like it. Great product kudos to sack time!

This is my second time to receive a mattress delivery from this company. I have had nothing but amazing customer service with SackTime Mattress. They are a family run business that truly listen to your needs and make sure that you are satisfied with your purchase. My WHOLE family will forever have an amazing night sleep. Thanks again SackTime Mattress!!!