Sleepy's

Review: We first went to the Shirley Sleepys following an online advertisement for a free mattress with the purchase of a Platform Ledge Bed. The Platform Ledge Bed, is the basic bed frame, lacking a headboard and is sold for roughly 299.00 for a queen sized bed. When we got to the store, the [redacted] told us the sale was only if you also purchased a headboard and we must have read it wrong. So we got home, found the ad (which we took screen shots of) and called customer service. After several hours we were finally contacted to a [redacted] who acknowledged the lack of conditions notioned in the advertisement and agreed to honor the original advertisement as published. We went to the [redacted] store, where the [redacted] even confronted by customer service, told us "They (customer service) didn't know what they were talking about, had no authority, and would not sell us the mattress without the headboard." This was also accompanied by complete hostility and name calling. The online sales representative and his [redacted] admitted the misprint, the [redacted] admitted it and attempted to mend the situation, however this store [redacted] flat out refused to admit the mistake and refused to honor the agreement we had reached with management of customer services.Desired Settlement: We'd wish for the customer service agreement to be honored with the purchase of the Ledge Platform Bed and free mattress in queen size for 299.00, in addition we request a formal apology from the [redacted] store [redacted] for his breach of agreement and unnecessary hostility.

Business

Response:

Case # [redacted]

Sleepy’s is in receipt of the complaint filed with your agency. In June 2014,

[redacted] and his fiancé went to a local showroom requesting a specific

package that was advertised for $299 which included a platform bed and a free

mattress. Although this add was a misprinted

in our advertisement, it should have been honored at the point of sale.

A Customer Relations representative has since reached out to the customer and honored a purchase price of $341.00,

which happens to be our manufacturer’s cost for the product, along with free

delivery. [redacted] also shared details of possible poor conduct of a member of showroom personnel which has

since been addressed with management.

If further assistance is needed, please contact [redacted] at [redacted] or via email [redacted].

Review: On 4/**/2014 my sister and I went to Sleepy's in Bowie Maryland to inquire a some mattresses. We asked the salesman if they had layaway and he stated that we have financing and that everyone who applies is approved. He ran the credit application and stated that we were approved each for $1925.00 we selected some mattresses and set up a delivery date later to find out that we were issued a rental/lease agreement with sleeps. After I discovered that this was a leasing agreement we have been trying to return these mattresses. I have spoken with the corporate office managers on different occasions and was told that they do not have a return policy basically without me paying an additional fee to return them. On today I talked with a [redacted] by the name of [redacted] and she said that she would exchange the mattress if we go in the store and select some mattresses that cost $3000.00 to take up the cost of the high finance charges so they won't lose a sale. The finance charges are over $1500.00 and Sleep’s answer to their salesman not disclosing the information about the lease to own is to select a higher mattress to make up for paying an additional $1500.00 Sleepy's idea of dealing with a disgruntle customer is in their favor. If we don't accept their terms we are stuck with paying an additional $1500.00 this information was not afforded to me or my sister if the sales person had informed us that this was a lease to I would have never signed an agreement with him I guess this is how he make his sales/commission. The sales person pushed for us to get the most expensive mattress in order to spend the limit on the approved credit. We both asked for firm mattress and we got soft. This deceptive practice is unacceptable. I feel like I have been bullied into buying a mattress worth $300 dollars that costing me $3000.00. Sleepy's reviews on the websites are horrible.Desired Settlement: I want a refund of my $40.00 in addition to Sleepy's picking these mattresses up and their policies need to be change if you go in a store and the salesperson states that they have financing and nowhere does it state a lease to own that should be change. Sleepy's should be put out of business.

Business

Response:

Case #: [redacted]

On April **, 2014, [redacted] visited her local Sleepy’s showroom and purchased a queen size

Simmons Beauty Rest Recharge mattress set along with a mattress protector. [redacted] paid the order in full via financing through a new alternative financing

program Sleepy’s offers its customers by the name of Progressive. [redacted]

received delivery on April **, 2014.

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

exchange the standard box spring received to a low profile box spring. [redacted] was informed the standard applicable delivery charge would apply and

refused the offer. Upon [redacted] completing her purchase and upon accepting

delivery, [redacted] received an invoice outlining the terms and conditions in

clear and concise language. The terms specifically state “Sleepy’s does not

offer refund after delivery, with the exception of partial adjustments in

accordance with the Sleepy’s Price Guarantee Policy. Merchandise may only be

exchanged in accordance with Sleepy’s Satisfaction Assurance.”

Upon receipt of this complaint, a Customer Relations representative attempted to reach

out to [redacted] to no avail. A message was unable to be left due to the

voicemail being at full capacity. Since customer satisfaction is our main goal,

Sleepy’s will offer [redacted] the opportunity to do an exchange.

Notwithstanding our well established policies and procedures, Sleepy’s will

allow [redacted] to select another bedding of lesser value and offer her the

difference as a refund.

As we take these complaints very seriously, we will continue to work with [redacted]

to make sure her complaint is resolved in its totality to her satisfaction. If

I may be of further assistance, please contact [redacted] at ###-###-####

or [redacted].

Review: We bought a Lucetta plush/firm mattress less than a year ago - CUSTOMER ID #[redacted]. Within six months it started to sag! This is a $1,200 mattress! It took 2 weeks to get a call (!) from a warranty inspector to schedule a visit to measure the obvious sagging; then another 3 weeks for him to actually come out! Five weeks! And now another week to get a phone call back from Sleepy's that now they have conveniently discontinued that model. That means we have to go to their store (again!) and find a comparable model and hopefully (?!) a comparable price. This is a horrible business practice. How convenient when we already paid for a 10-year warranty that should cover the replacement in the first place! This has been a disaster and I plan never to use Sleepy's again at this rate. We have back problems from this mattress and for the pain and suffering alone, we don't plan to spend any more money on a "comparable" Simmons mattress.Desired Settlement: We want the "comparable" (as they put it) updated model that works with the box spring we originally purchased for the Lucetta. However, if there is a price increase for this updated, "comparable" model, we should not have to pay that difference in price. It should feel as comfortable as the Lucetta model we originally purchased. They decided to discontinue our model, and this mode of business we find questionable, to say the least.

Business

Response:

Case #:

On November

*, 2013, [redacted], contacted Sleepy’s Customer Service Department claiming that

the mattress he purchased in January 2013 was sagging. Since this what would be a potential warranty

issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched

a third-party independent inspection company to [redacted]’s home to inspect his mattress.

The inspection results revealed that the mattress was not up to manufacturer’s standards

and therefore was defective. Sleepy’s offered [redacted] a store credit in the

amount of $1,203.35 to select a mattress of his choice of equal or greater

value.

On December **, 2013, [redacted] contacted Sleepy’s Customer Service Department. [redacted]

requested an identical replacement of his mattress. Unfortunately, [redacted]’s mattress

was discontinued by the manufacturer and [redacted] was offered to select another

mattress. In addition, we offered [redacted] an accommodation pricing on the

replacement mattress.

Upon receipt

of the complaint filed with your office, we reached out to the customer on

December **, 2013. We were unable to speak to him and left him a voice mail

message. When the customer contacts us, we will assist him with his replacement.

We

believe that no further action is required at this time as we await the

customer’s response. If you have any further questions please contact [redacted] at ###-###-#### or [redacted]

Review: Back in March my husband & I purchased a new mattress, boxspring & frame from Sleepy's. After delivery we noticed the frame was crooked. They had set the bed up wrong & had to come out & fix it. Then the frame developed a squeak, they came out again & "fixed" by shoving tissue in to alleviate the noise. Then a month or so later the mattress started to sink. After tons of phone tag they finally sent out a person to inspect the mattress & determined in fact the mattress did sink & was defective. We were issued a credit for a replacement. HOWEVER.... They refuse to give us the new mattress unless we pay $100 delivery charge plus tax. They sell us something defective & we have to pay a delivery fee to exchange it??? My husband even offered to drop off the defective mattress and pick up the new one & was told "that's not allowed"...After my husband (unsuccessfully) tried to deal with many different people finally today I spoke with someone identified as Keyna who was "higher than a [redacted]". He said there was nothing he could do but reduce the fee down to $49.95. I then reiterated what I told the "[redacted]" below him whom I had just been speaking & asked when I could expect someone to be out to collect everything, defective mattress, box spring, and frame. He said that there are no refunds after you accept delivery. So I said, okay....say I pay your $100 or $50 fee what is preventing me from getting another defective mattress which would cost me yet another delivery fee. And assume I pay that then I get yet ANOTHER defective mattress and have to pay yet another delivery fee. He said they would "assess" and "determine" if the deliver fee should be waived at that time. To which I replied that there was no way to guarantee that I wouldn't be charged & he said that was correct. So in effect we could end up paying hundreds of dollars in delivery fees for the replacement of defective mattresses. He said that was unlikely. However there is no way to prevent this from happening.Desired Settlement: I want Sleepy's to give us the replacement mattress with no delivery fee. I also want the store to change its policy. This is no way to treat customers who, in good faith, make a purchase from them and then the store doesn't stand behind what it is selling.

Personally I will never do business with this company again after this fiasco.

Business

Response:

Review: In mid September I purchased a mattress for my mom. She is very sick and was in the hospital at the time. Her old mattress was over 30 years old and needed to be replaced. I went to Sleepys to purchase a firm twin sized mattress. I was brought to an area in the back with very few dusty twin sized mattresses. They were standing up; it wasn't even possible to test them out because they weren't on box springs. The salesman did the best he could and found a box spring we could use. I picked out a mattress that was $299. I was then told that they do not stock twin mattresses, that it had to be shipped from the warehouse. So in addition to the $299, there was $20+ in tax added to that - plus they charged a $40 delivery fee. So we're now talking over $350. We had to pick the mattress up at the store and brought it to my mom's home. She was still in the hospital at the time, so the bed went unused for a couple of weeks until she came home. When she returned home on 10/**, as the days went by, she started complaining of a "pothole" in the matress that she was getting stuck in. I tried it out myself, and yes, there was something wrong. So I called Sleepys to see what could be done about the situation and I was told that if I had called within the first 30 days, they would have replaced it - but because I called on the 32nd day, they had to send out a inspector - which they did. It was determined that the mattress was defective and within a week or so I received a $299 Sleepys voucher in the mail for another mattress. I called [redacted], but was completely dissatisfied with the information I got. First of all, where is the $20+ in tax that I paid? That was NOT refunded. Furthermore, when I go into Sleepy's to pick out another mattress, they are telling me that I am expected to PAY THE $40 SHIPING FEE AGAIN - even though they sold me a defective mattress!!! I'm already out $50+ between the tax they didn't return and now they want me to pay for the delivery AGAIN??? I AM FURIOUS!Desired Settlement: I want the FULL AMOUNT that I paid for the mattress, including the tax. And I want the delivery of the new mattress to be FREE! THEY SOLD ME A DEFECTIVE MATTRESS THAT I PAID TO HAVE DELIVERED! WHAT LOGICAL REASON SHOULD I HAVE TO PAY AGAIN FOR DELIVERY??? And if this is how they are treating all of their customers when mistakes (defective mattresses, etc.) happen - they shoud be put out of business. This is [redacted]! I NEED HELP!

Business

Response:

Case #: [redacted]

On

October **, 2013, [redacted] contacted our Customer Service Department claiming

that the mattress she had purchased from Sleepy’s in September **, 2013, was

sagging. Since this was what would be a

potential warranty issue, we coordinated for an inspection of the mattress and

box spring. The results of inspection revealed that the mattress was defective

under the manufacturer’s warranty guidelines, and the box spring was not. Pursuant

to the terms of the warranty, Sleepy’s agreed to exchange the mattress only.

On

November *, 2013, Sleepy’s mailed a store credit letter to [redacted] in the

amount of $299.99, plus tax. [redacted] was advised that she would be

responsible to pay the transportation fee. Pursuant

to the manufacturer’s warranty, which clearly states “The warranty

does not apply to and excludes: Transportation, inspection or removal costs of

product”, Sleepy’s must charge its

customers a delivery fee to defray the administrative costs that Sleepy’s

incurs in connection with such exchanges. In addition, since the delivery

personnel are independent truckers, not employed by Sleepy’s, we must charge a

delivery fee in connection with all deliveries, as we are required to pay the

independent trucking companies.

Dissatisfied

with having to pay a delivery charge, [redacted] filed a complaint with your

office. Customer Relations representative spoke to [redacted] on November **, 2013

and as an accommodation waived the delivery fee.

Since

this should resolve the complaint to the customer’s satisfaction, we believe

that no further action is required at this time. However, if I may be of

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

Sleepy's has a policy of giving a 4 hour wait window to deliver a mattress. They do not give any courtesy calls to let you know where in the schedule you are and it is up to the customer to call their 888 number to try to ascertain where in the delivery day you are scheduled. Then, for me, they were over an hour late. I waited over 5 hours for the delivery driver to call me to tell me he was going to be even later. There's no regard for the customer. I cancelled my order. I complained to their headquarters. They apologized but they still have the abisive customer policy of not being informative. I will never recommend Sleepys to anyone. In this bad economy you would think that they would treat customers with more respect and value.

Review: The mattress set I purchased from Sleepy's has three main problems: First, the mattress is caving in even without weight on it. Second, the mattress doesn't have the original warranty tag with it. Third, the mattress has a tag showing a price of 113.99. It's not the price i've paid for.Desired Settlement: Refund

Business

Response:

Case #: [redacted]Sleepy’s is in receipt of your inquiry regarding [redacted].On January **, 2014, the consumer received delivery of a King Koil Perfect Solutions queen size set and a queen size mattress protector. On August *, 2014, the consumer contacted our Customer Service Department claiming that the mattress delivered January 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. On August **, 2014, two days after the consumers inspection was coordinated [redacted] phoned into conform if she was to receive a refund if the merchandise was in fact found not to be up to the manufacturer standards. The consumer was reminded of the manufacturer’s warranty which entitles the consumer to a store credit of their invested amount only. At that time [redacted] opted to cancel her coordinated inspection. On October **, 2014, [redacted] contacted our Customer Service Department once again seeking to coordinate another inspection. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection company took measurements which revealed that the mattress and box springs met the manufacturer’s guidelines. At the time of delivery, [redacted] received a copy of the manufacturer’s warranty, which clearly states, “This warranty DOES NOT apply to “Normal body impressions of a 1 ½ or less.” Pursuant to the terms of the warranty; Sleepy’s denied [redacted]’s request to replace her mattress. [redacted] was advised the manufacturer allows the consumer one inspection per calendar year, which entitles her to another inspection within a sixty-ninety (60-90) day time frame. We were surprised, as this is the first we have been made aware of a complaint from the consumer regarding law tags missing from the merchandise. Since the purchase was in January 2014; and the merchandise has been in the home for over ten (10) months I am sure you can appreciate, it is difficult to attribute the loss of the law tags to some act or omission of Sleepy’s prior to delivery of the merchandise. All of Sleepy’s merchandise comes into our warehouses straight from the manufacturer, sealed and complete with the proper law tags. Even though the inspection determined that the mattress was non-defective, in an effort to assist the consumer. Sleepy’s will nonetheless reiterate the offers of a:1. Second inspection in the new calendar year of 2015 OR 2. An employee discount towards a new bedding selection. This deep discount will allow the consumer to purchase the mattress of their choice at a deeply discounted price, applicable delivery fees will apply. [redacted] may contact me directly at the number listed below to take advantage of this accommodation. Since we have reviewed the consumer’s complaint, we believe that no further responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

[The business failed to provide answers to my three main questions. First, it's the sagging problem of the product. They confirmed the sagging but saying it doesn't meet the 1.5 inch sagging standard. They said there's basically nothing they could do to fix this problem. Second, the warranty tag was missing, which was supposed to be attached to the mattress. Third, there was an attached label showing the price of the mattress was actually 113.99 which was significantly lower than the price I had been charged which was 391.04 (for the mattress alone, not mention the box). The discount they were offering for another product from them is just not acceptable. How could they expect their customer to buy another product from them with this existing problem unsolved?

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

Sincerely,

Business

Response:

Case #: [redacted] Sleepy’s is in receipt of your rebuttal inquiry regarding [redacted]. Unfortunately; our original offer remains the same: 1. Second inspection in the new calendar year of 2015 OR 2. An employee discount towards a new bedding selection. This deep discount will allow the consumer to purchase the mattress of their choice at a deeply discounted price, applicable delivery fees will apply. [redacted] may contact me directly at the number listed below to take advantage of this accommodation. Since our offer is unwavering, we believe that no further responses are required at this time. If you have any further questions please contact me [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

They are not really do anything about this defective product.Not only the mattress was sagging so bad but also in the process of dealing with them, I realized it's not the mattress I paid for. Surprise, surprise. What I paid was significantly higher than the price label attached to the mattress, what I paid was supposed to be a much better quality mattress. Furthermore, the warranty form was not even there, later I learned it's supposed to be a brand new mattress and the warranty form was only supposed to be removed by the customers. What I found was only a sample warranty form. When I called them about the sagging and later the warranty form, they said it's possible it's ripped off during the delivery... Oh, well.Their customer support service and warranty department were not nice and were not helpful: hang up my phone twice, never responded my emails. To some point, it doesn't only show the mattress is in poor quality, it also shows it's a fraud. Overall, this was a very bad experience, bad experience of buying a poor product sold by them, bad experience using it, bad experience with their customer service and warranty department, bad experience finding out more problems along the way...I'm deeply disappointed with the business's issues of overcharging, fraud, selling a defective product to their customer. I won't buy any more products from them and would like to share this bad experience with others so they won't have to experience what I had. I wish their other customers with the similar experiences also share their stories here. Together, we learned better.I don't need any further response from the business. Thanks Revdex.com for being here for better business.

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

Sincerely,

Review: On Friday August ** 2014 I authorize a delivery of a product (DAYBED)! At 2:16 pm I received an called from someone notifying me that they have arrived to my address to delivery my Daybed! Unfortunately this address was my former address:( I explained that I had moved and would greatly appreciate my Daybed today NO MATTER WHAT Customer Service called at 2:43 pm and explained that due to other items that had to be delivered my item will be REDELIVERED! I felt BETRAYED and HURT that SLEEPYS did not think my order (DAYBED) was WORTH delivery to my NEW address:-)!!! Also, I called CUSTOMER SERVICE upset and crying stating that I want a FULL refund! The representative was courteous stating that I would get a FULL refund the NEXT day! This is NOT acceptable I STILL DO NOT HAVE A BED TO SLEEP ON and NOW I have to WAIT to GET a REFUND!!!!!!!!Desired Settlement: Refund. The DESIRED outcome is that SLEEPYS needs to HONOR an Agreement to DELIVER store brought items, especially if the ITEMS are to be delivered within 30 miles of their Store Customer Service needs to be in the STATE where their PRODUCTS are Sold My item (product) was purchased in RICHMOND, VIRGINIA and the CUSTOMER SERVICE representative I spoke to was in HICKSVILLE, NEW YORK!

Business

Response:

Case #: [redacted]

On August **, 2014, [redacted] funds in the amount of $415.98, was restored to her Visa Card last four digits [redacted].

We sincerely apologize for any inconvenience [redacted] may have experienced. Since we have restored [redacted]’ funds, we believe that no further responses are required at this time. If I may be of further assistance, please contact me [redacted] at ###-###-#### or [redacted].

Review: I had a bed defected 2 times when the first replacement was done I asked if we could upgrade from full to queen. I was told yes just have to pay the difference. Not knowing much about beds I inquired about a bed frame because queen is bigger than a full. I was told by [redacted] at the end of June of 2013. She looked up my info and informed me that the frame was good I did not need to purchase a new one. The bed was delivered by sleep's professional and they took the old bed and put the new bed together. Well a little over a year later a called for them to come look at the Sealy bed. The independent contractor informed me the mattress was dipped at least 3 inches in center. I was informed I would hear from them for an exchange when the letter came it said the warranty was void do to the bed frame being the wrong one. I went to the [redacted] store in ** and was telling the man that it was a sleep's issue not A Sealy defect.The man from [redacted] called head quarters and I was informed they will not replace it.I started to yell at the man I only have this mattress a little over a year and the dip is so deep do the frame. So he said sarcastically to me we tape all phone calls they will pull the tape and see if I asked about purchasing a new frame because we went from full to queen I asked please do. Well I was informed by [redacted] on 11/**/14 that they could not find my tape. I expected that. So now the offer they made me was a replacement at there cost. The bed I have I paid aprox 700 for but they don't make that one so the new version of it was a little over a Thousand dollars and they would give it to me for mid 800 no shipping. I did not agree. When you have staff there and your told you don't need a new frame and the delivery men don't inform you either I feel that sleepys was unprofessional and it is there problem to replace the bed since they cant find my missing tape that they have. So I want my bed replaced they had 2 chances to let me know about the bed frame and did not.Desired Settlement: I want a replacement of the existing bed I have.

Business

Response:

Case #:[redacted] On October**, 2014, [redacted] contacted Sleepy’s Warranty Support Department claimingthat her queen size Sealy mattress (model # SE66935/0) purchased on July*, 2013was sagging. As this was potentially a warrantyissue, we coordinated for an inspection of the merchandise with our third-partyindependent inspection company. This inspection was carried out on October**,2014. The results of the inspection revealed that while the box spring wasperforming up to standard, the mattress did not meet the manufacturer’s standards.Furthermore, the bed was being used on a frame that did not provide adequatesupport. Pursuant to the manufacturer’s guidelines, we voided [redacted]warranty due to improper support and refused her request to replace themerchandise. [redacted] contacted our Customer Service Department on November**, 2014 due to herdissatisfaction with our decision to void her warranty. She spoke with one ofour Supervisors who offered her accommodation pricing on a new set. Thecustomer feels that we should be held responsible for the damage to hermattress because we did not properly advise her about the frame that she wasusing. Customer had upgraded from a full size set to a queen size set on aprevious exchange and she alleges that she was told by the MattressProfessional that she did not need a new frame as most full size frames adjustto fit a queen size set. Customer refused the offer of accommodation pricing toreplace her set. Upon receiving the complaint filed with your Agency, we reached out to the customeron November**, 2014. We discussed her warranty requirements and the issuesregarding her improper support. She does acknowledge that she did not know toinquire about the center support bar that a queen set needs in order to keep herwarranty intact. We offered [redacted] accommodation pricing to replace her set and frame and areduced delivery fee of $49.99. [redacted] accepted our offer and received delivery of her new merchandise onNovember**, 2014.Since we have resolved the complaint to the customer’s satisfaction, we believe that no further action isrequired at this time. If you have any further questions please contact [redacted] at ###-###-#### or [redacted].

Review: Ordered a mattress from company totaling $2300. Guarenteed 90 day in home trial / replacement and lifetime warranty on the mattress. The mattress was chose to support my pregnant wife and myself who suufers from multiple [redacted]s.

After a single day in our home the mattress had a pronounced lean to one side. We called and reoprted the issue. After 2 weeks of having the matrress in our home a certified inpsector came to our home and confirmed that the mattress has a sag in the mattress and reported his findings to the company (Sleepy's). The inspector took pictures of the mattress at that time. The company called and explained to us that the sag was not great enough to warrant a warranty claim. We said that we wanted a new mattress per our 90 day in home trial and we were told that we would have to pay an additional $150 dollars to have a new mattress delivered, which we refused because we had been sold a defective product. After 2 hours on the phone my wife was able to speak to a [redacted] in New York who agreed to deliver a mattress free of charge.

On 10/**/2014 (Original purchase date 08/**/2014) the new mattress delivery team arrived at 6:00 PM and were let in the house to remove the old mattress. They removed the mattress from the box spring, dragged it into an adjacent room and then claimed that there was a stain on the mattress and the warranty was therefore voided. The team left my property with the new mattress that they had come to deliver without documenting the condition of the mattress other than telling me and somebody on the phone that the mattress had a stain on it. No pictures were taken, forms completed etc... they just left.

I called the company and stated that this was unlawful and unethical on their part. I have [redacted] and my wife is [redacted] pregnant - we now had a defective bed that was out of place that we are tasked with moving back into its proper place and we do not have the bed that we need to support us in our current health condition.

The corporate headquarters did offer to sell me the identical mattress to my own for another $1000 plus a protection plan. It is insane to thinks that I would pay an additional $1000 to got through this nightmare again. I informed the company that the only exchnage of money would be from the company to me and not from me to the company moving forward. My family has no desire to continue a relationship with this unscupulous company at this point.

Immediately after the phone call I took multiple pictures of tha mattress as is stood in the room where it was left to document the condition of the mattress surface (no stains are present). The pictures were emailed to a Sleepy's headquarters for review and I have retained all original files as well in their high quality format.

Again - The mattress was defective the second it was brought in the door, it was inspected and the defect is docuemented. The company is refusing to honor their commitmment to quality. The company has attempted to get my family to pay more money to them in order to move forward. the company has no regard for the health of me or my family - not recongnizing that we made a $2300 purchase to protect our health. The yhave refused every recourse along the way in terms of exchange, rectification, remediation and refund.Desired Settlement: I want the company to come get their mattress and refeund all of the money that I am out of pocket. I have no desire to exchange this mattress at this time as thsi process has taken over 2 months and the company is unable to complete the exchange without multiple excuses and artificial road blocks.

Business

Response:

Case #: [redacted]

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

On September **, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming the mattress delivered in August 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The third-party independent inspection captured empirical measurements of one (1) inch. Therefore; pursuant to the manufacturer’s warranty the [redacted]s’s were not eligible for an exchange.

On October **, 2014, [redacted] reached out to our Customer Service Department with claims of still being dissatisfied with the merchandise, after the completed inspection and captured measurements. The consumer was reminded of the options available to her at that time, which was an even exchange of the merchandise or the option to return the merchandise for a vendor return fee of $175.00. The consumer opted for the even exchange of the mattress, the request was honored and the invoice reflecting the exchange created.

On October **, 2014, the date of the scheduled exchange upon the driver’s arrival and attempt to complete the exchange process there were apparent stains observed. Unfortunately; this would be an unsanitary condition that immediately voids the manufacturer’s warranty. The driver followed the established company policy by reaching out to our corporate office and advising of the observation, the driver was instructed, the exchange process could not be completed. The consumer dissatisfied with the warranty guidelines; began to become agitated with the driver on our Customer Service line where all calls are recorded.

On October **, 2014, the same day the consumer phoned in and discussed his concern with a supervisor in regards to the observed stains. The consumer requested to escalate his call within our management team; and at 7:26pm [redacted] was transferred as requested. The consumer’s concern was addressed in great detail; where he was reminded the mattress is in fact not defective in accordance to the manufacturer’s criteria. The consumer was insistent there were no stains present on the mattress; in an effort to assist, our management team requested clear, properly lit photos for additional review. The consumer was advised if there were no stains present than the same options advised of on October **, 2014, will be available to him. It was also detailed to the consumer if the provided photos did in fact display a stain, we will be unable to proceed. The consumer agreed and supplied the photos.

On October **, 2014, at 6:45pm, the consumers photos were received where there were stains present on the mattress.

On October **, 2014, the same day the photos were received a follow up call was placed to the consumer to review the supplied photos. The [redacted] advised [redacted] that there were stains present in the photos and unfortunately; we will not be able to proceed with the exchange. In way of immediate resolution; the consumer was offered employee pricing in the amount of $1,000, for the same mattress currently in his home baring no warranty. The consumer declined this offer and demanded a refund; [redacted] was advised we are unable to honor his request of monetary reimbursement.

On October **, 2014, the same day the consumer reviewed his concern with management Sleepy’s corporate office received this complaint from your office. While we are aware and apologize for the consumer dissatisfaction however; the previous offer of accommodating pricing remains unwavering. The consumer can contact me at the number listed below to process the pricing accommodation.

Since we have reviewed the consumer’s complaint and extended resolution prior that will remain the same, we believe no further responses are required at this time. If I can be of any further assistance; or if you should require additional information, please do not hesitate to contact me at [redacted] or [redacted].

Consumer

Response:

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

1) The mattess was inspected and photographed by a certified inspector, in my home, and no stains were present on the mattress. At this point the company should have honred their guarentee, which they initially refeused to do. Sleepy's is failing to acknowledge that the defective product that we purchased is/was defective per a certified inspection (by an inspector of their choosing)

2) When Sleepy's finally agreed to come get the mattressm their driver dragged the mattress off of my bed, into a hall way and then into an adjacenrt room before claiming he saw a stain on the mattress (which was not there). Not only did this man act in a irresponsible manner but a driver is not qualified to void the opinion of the professional who Sleepy's hired to evaluate the mattress. This act is repeated in the lawsuits and complaints filed against this company in the past.

3) Sleepy's request for more money to replace a defective product under their 100% satisfaction guarentee is borderline criminal. My wife and I will not pay an additional $1000 on top of the $2300 to a company that has failed to support their product after 1 minute in my home.

4) The customer service at Sleepy's informing me on the phone that she is the supervisor of all the individuals in the Revdex.com complaint handling unit and therfore my complaint would not succeed in remediating this claim is a shallow tactic in attempting to get me pay more money for another defective, 2nd hand mattress.

This mattress was purchased at a premium to ensure my wife's pregancy was comfortable and that my [redacted] could heal following multiple procedures this year.

This company had failed in their quality promise, warranty claims, sutomer satisfaction guarentee and has cost me a great deal of money.

This matter no closed and will not be closed until one person has the integrity to stand up and admit that these practices are hurting many people, not just [redacted] and [redacted].

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

Sincerely,

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt of the rebuttal regarding [redacted].

While we have reviewed the consumer’s additional comments our position of accommodating pricing remains unwavering. The third-party independent inspection captured empirical measurements of one (1) inch. Therefore; pursuant to the manufacturer’s warranty the [redacted]s’s were not eligible for an exchange.

On October **, 2014, due to the merchandise being previously deemed up to the manufacturer standards, the [redacted]’s opted to utilize their vendor in home trial. Upon the driver’s arrival and attempt to complete the in home trial exchange there were apparent stains observed. Unfortunately; this would be an unsanitary condition that immediately voids the manufacturer’s warranty, on trial periods as well as warranty claims.

The consumer can contact me at the number listed below to process the pricing accommodation. If I can be of any further assistance; or if you should require additional information, please do not hesitate to contact me at [redacted] or [redacted].

Review: My husband and I bought a mattress from Sleepy's in Newton, MA. The mattress was sitting in the warehouse as it was not taken by it's original purchasers so it was available immediately and delivered a few days later. 2 days later my husband leaves on a trip when he returns roughly 2 weeks later, we notice that there is a severe lump in the middle of the bed. We call Sleepy's and they tell us this is indeed not normal and that we should set up an in-home assessment. After weeks of phone calls (and our daughter being in the ER twice) A man comes to our home and it's found to not have issues. This is ridiculous because you can SEE the lump with the naked eye. You can hear the springs "pop" with every move. We called to appeal. My husband leaves messages and every time we call back no one is there and Sleepy's returns calls days later only for us to miss the call again while at work. We're so upset about this large purchase being a dud and no one will own up to it.Desired Settlement: We'd like a refund or replacement.

Business

Response:

Case#: [redacted]

On May **, 2014, the [redacted]’s contacted Sleepy’s Customer Service Department claiming that the mattress purchased in April 2014 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the mattress did not meet the manufacturer’s standards, however; the mattress was being used on a frame with improper support, which is a condition that voids the manufacturer’s warranty. Therefore, pursuant to the terms of the manufacturer’s warranty, we denied the [redacted]’s request to replace the merchandise. At the time of delivery, the [redacted]’s received a copy of the manufacturer’s warranty, which clearly states, “Structural damage due to using an improper bed frame or support system or mattress damage due to an inappropriate foundation or support system.”

As an accommodation to the [redacted]’s, Sleepy’s is offering an employee discount on a new mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance). The [redacted]’s may take advantage of this offer in conjunction with employee pricing which reflects a deep discount on the newly selected bedding set of their choice we will provide the [redacted]’s with a complimentary frame mimicking the support the manufacture is seeking for their merchandise. Applicable delivery fee will apply.

The [redacted]’s may contact me at the contact information provided below to assist with the processing of the accommodation. If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### to further discuss.

Review: I purchased a Sealy's mattress at Sleepy's in June 2006 under a 10-year warranty. Recently a mattress inspector found the mattress to be defective. The mattress is now discontinued and no longer manufactured. Sealy's warranty for purchases made After June 2003 states the following: "If identical materials are not available at the time of product service, Sealy reserves the right to substitute material of equal or higher value, or, at our option, provide a refund." I called Sealy's about the warranty but Sealy's said they cannot deal with me directly and that I need to contact Sleepy’s, the retailer. Sealy's said Sleepy's needs to contact the Sealy's representative covering Sleepy’s to request my refund. I called Sleepy's customer service several times regarding requesting a refund in writing from Sealy's, but Sleepy's has declined to cooperate. Several times Sleepy's customer service agents have either sent me or quoted me the Purchased Since 2008 Sealy’s warranty, which does not apply to my purchase date, or they have simply declined a refund. In sum, Sleepy's has declined to ask Sealy's for a refund on my behalf, despite the fact the warranty allows for a refund and as I consumer I am entitled to request it.Desired Settlement: I want Sleepy's to request in writing from Sealy's a refund for my specific mattress (Tag number, model number, etc.). Then, I would like to receive a copy of Sealy's written response letter to Sealy’s with reference my specific mattress. If Sealy's accepts my refund, then I want a check or a credit to my credit card. If Sealy's doesn't allow for a refund, then I want a 6-month extension to use my credit with Sleepy's instead of the 14-day credit I was issued. (The customer service agents I spoke to said a 6-month extension to use my credit is an option).

Business

Response:

Case #[redacted]

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

Customer Service Department claiming that her Sealy mattress that was purchased

in June 2006 had workmanship issues. Since this was what would be a potential

warranty issue, we coordinated for an inspection of the merchandise. The third

party inspection company confirmed that the mattress did not meet the

manufacturer’s standards, Normally under these circumstances Sleepy’s provides an

even exchange or a store credit towards another mattress.

Upon receipt of the complaint filed with your office, our Customer Relations Department reached out to [redacted] and

reviewed the Sealy warranty, which states the following: “If identical materials are not available at the time

of product service, Sealy reserves the right to substitute material of equal or higher value, or, at

our option, provide a refund.” As an accommodation to [redacted], Sleepy’s agreed to remove her mattress and issue

refund in the amount of $845.33.

Since we have satisfactorily resolved [redacted]’s complaint, we believe that no further action is required at this time. If you

have any further questions please contact [redacted] at [redacted]

or at ###-###-####.

Consumer

Response:

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

Sincerely,

Review: On February **, 2014, my Husband and I went to the Sleepy's store located at [redacted]. We left a $150.00 deposit for the Serta I-Series Firm King Mattress. The Customer Service Representative we were dealing with was [redacted]. He informed us that this particular mattress was one of their best sellers. We were advised to come in before March **, in order to finalize the purchase. The balance was paid on March [redacted]. I was told at that time that delivery would be on Sunday March **. Early the following week, we received a call from [redacted] stating that the mattress was discontinued and we needed to come in and pick a replacement. My Husband and I returned on March [redacted] and picked another mattress. Only when it was time to discuss the purchase price did [redacted] refer us to his [redacted]. She assured us that the mattress we initially wanted, the Serta I-Series would indeed be available for delivery on March **. On March [redacted] we received an automated confirmation for delivery on Sunday March **. On Saturday at 6:54, (A day before the scheduled delivery), we received a call from [redacted] at the warehouse saying the mattress was on backorder and MAY be delivered on Wednesday March **. At this point, I am disappointed in Sleepys promise to deliver the mattress. I was under the impression that when an order is placed, the warehouse knows then and there if an item is on backorder. To wait until the day before delivery is simply unacceptable. At this point, I have no faith that it will even be delivered on March **. Not to mention, the time spent/wasted picking out another mattress only to be told that it would be in stock and delivered on our original date. As a consumer I have many choices. I chose to do business with Sleepy's because I thought they were a reputable company. Now I am not so sure. In addition, I am starting to question if the "[redacted]" I was speaking to was actually a [redacted] and not another salesperson.Desired Settlement: I want the mattress that we picked out delivered.

Business

Response:

Case #: [redacted]

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

Upon receipt of this complaint from your office we have accessed [redacted]’s invoice and our records that her delivery was in fact successful on March **, 2014, completed between the hours of 8am-12pm (please see attached signed invoice).

On March **, 2014, a member of our Customer Relations Department reached out to [redacted] to confirm her satisfaction with the delivery services/team, unfortunately a message was left. Since we have confirmed the delivery has been completed on the reschedule date we believe that no further responses are required.

If you require additional information or further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted]

Consumer

Response:

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

Sincerely,

Review: On March *, 2016 I purchased a mattress and queen box spring from the sleepy' store in Verona. I had to drive to another store to pick up both items because the Verona store did not have them on hand. About 1 hour after making this purchase, I drove to the store to pick up both items. When I reached home and tried to bring the box spring to the second floor, the box spring could not fix up the stairs, it was too wide. I had to bring the box spring to the first floor and leave it there. The next day, I contacted sleepy's and informed them of my issue. The store that I initially picked up the box spring from told me to contact customer service for exchange. I contacted customer service and CS told me to contact the Verona store for assistance. I contacted the Verona store and the sales associate who had assisted me with my purchase informed me that he will try his best to search for a box spring within my budget and then give me a call. About 15-20 minutes later, this sales associate called me and told me that he was able to get me a platform split box spring for only $30 more. He said that this was a steal and this was the best he could do. He told me the original price for the box spring was almost $300. He also told me that the earliest date the box spring could be delivered is on March **, and the delivery person would pick up the queen box I initially purchased. The "split box spring" was delivered to my house Friday. I noticed that it looked different from what I was expecting, it was also very low; just about the same height of my bed frame. I decided to contact customer service to tell them that I am not pleased with the "box spring" that was delivered at my house. Customer service looked at my order and told me that she sawva bed frame on my order and not a split box spring. I told her that my bed came with a bed frame and that I told the sales associate that I wanted a split box spring, therefore, I don't know why he sent me the bed frame, this is not what I asked for. Furthermore, customer service told me that there are no returns, all sales are final. I became furious because I wanted an exchange within the same price range or a return. She told me that she was going to speak with a manager. She had me on hold for about 7 minutes, then she came back on the phone and asked me a few questions about my purchase. I answered. She then told me that the only thing that she can do is allow me to pay $100 more and sleepy's will send me the split box spring. I told her that I wanted a refund because I cannot afford to buy a box spring for $100 more, making it $250. She told me that she cannot assist me any further. Thus, I am now stuck with a bed frame that I never ordered or wanted only because a sales associate was only concern about closing a sale instead of ensuring that I am getting what I expressed and needed. I would really appreciate some assistance with this problem because customer service cannot. Thank you.Desired Settlement: To get a split box spring for about the same price I payed for the queen, or a refund.

Business

Response:

Case# [redacted]On March *, 2016, [redacted] purchased from Sleepy’s a clearance queen size Classic mattress and Kingsdown box spring; she picked up the merchandise from the store on the same day. At the point of sale, [redacted] received an invoice which advised in clear and concise language, “No exchanges (including comfort exchanges), service, and/or refunds on any merchandise marked with an asterisk. All sales are final.”On March *, 2016, [redacted] contacted our Customer Service Department claiming that the box spring did not fit into her bedroom and requested to exchange for queen size split box springs. [redacted] was reminded that the box spring was a clearance item and therefore ineligible for an exchange. As an accommodation, [redacted] was advised we would make a one- time exception and offer her a store credit for her box spring. On March **, 2016, [redacted] received delivery of a queen size Harris Hub metal foundation in exchange for her Kingsdown box spring. After the exchange was completed, [redacted] contacted our Customer Service Department to request a return of the frame. She was advised that a return is not an option; however, we will allow a store credit. She was referred to the showroom to make her selection.On March **, 2016, [redacted] contacted our Customer Service Department requesting to exchange the metal foundation for queen size split box spring. [redacted] was advised that Sleepy’s would allow her to make the exchange and informed her that the split box springs would be an additional $100.00. [redacted] indicated that she did not want to pay anything additional. She was informed that the additional materials and labor involved in the making of split box springs justify the increase in price from a typical box spring, therefore, we were unable to reduce the cost of the split box spring.On March **, 2016, [redacted] contacted our Customer Service Department again requesting the split box springs at no additional cost. Upon reconsideration and in an effort to ensure customer satisfaction, [redacted] was advised that we will give her the split boxes with no additional out of pocket expense. Her exchange was completed on March **, 2016. Upon receipt of [redacted] complaint filed with your agency, a Consumer Relations Representative reached out to see if any additional assistance was needed. [redacted] advised that her complaint was resolved and her case can now be closed. Since we have satisfactorily resolved his complaint, we believe no further action is required. If there are any other questions or concerns, please contact Chanelle Rousseau at ###-###-#### or [redacted].

Review: Sleepys and it's warranty personnel have not backed up the promises and commitments made to me from early November to this date Dec. **, 2013 and have continually not come to our home to look at the mattress and have not called us back as promised more than twice.

I purchased a $2,237.94 I-Series T Top KG set May **, 2012 at the [redacted] store. TV advertisements and the Sales man in the Seabrook store told me that Sleepys stands behind their products with the best 25 year warranty in the marketplace.

I weigh 165 lbs, my wife is 125 lbs. After several months we noticed deep depressions forming on both sides of the bed where we slept and we woke up with aching backs every morning. We then went to Florida for 5 months and returned to our NH home and bed. After sleeping on mattress and getting bad backs I called [redacted] as instructed to by the store personnel. SLEEPYS told me that I would have to speak with and arrange with a NON Sleepys company to come out and look at the mattress. I did speak to Mattress Marshalls who had me crawl under the bed to tell them type of support (Metal) how many slats to support the mattress (6) and they told me they would come out to my home in 3 1/2 weeks from our phone call.

I told them that we return to Florida at the end of December and we would like to have everything corrected before we leave. "Not to Worry". Mattress Marshalls told me that they don't get to NH that often and we would have to wait until December [redacted]. I waited and the evening of Dec. [redacted] I received a call from Mattress Marshalls that they could not be in [redacted] until January [redacted]. The reason was that the Mattress Marshall person got into a car accident several weeks prior and things had to be move back.

I inquired if there was more than one (1) person at Mattress Marshalls that comes out. The Mattress Marshalls person told me that YES, there is only the one (1) person who services NH.

I called [redacted] and spoke with a warranty person who said they were sorry, but, that's the best that can be done. I asked for my call to be elevated to a [redacted]. I was put on hold and a SLEEPYS person came on the phone stating that he was the [redacted]). After hearing the long dreadful treatment I was getting from SLEEPYS [redacted] assured me that he would get a warranty company out to my house within days and that he would call me back later that day or [redacted] of the next. [redacted] NEVER CALLED ME AT ALL. After waiting for days I again called SLEEPYS and asked to speak with [redacted]. No one knew who [redacted] was or "maybe he he isn't working today" was the answer I received.

I was put on hold again as SLEEPYS warranty personnel looked to locate a working [redacted] After 15 minutes on hold I got a dial tone. SLEEPYS had hung up on me. I again called SLEEPYS and asked to speak with a [redacted] After a 4 minute wait on hold a woman came on claiming she was a [redacted]and how could she help me. All she told was that there was a open ticket for warranty with my name on it.

After explaining why I bought from SLEEPYS and the months of suffering on the bed, the countless weeks trying to get SLEEPYS to live up to their commitments and warranties she told me that I had to work with Mattress Marshalls and wait for them to come out.

I told her that no where in the TV advertisements, no where durring the sales process, no where on the warranty that customers have to deal with a 3rd party after the sale.

If I or any customer understood that SLEEPYS sells and forgets you,, then no one would buy from SLEEPYS. In fact, my wife and I went to a SLEEPYS store in [redacted] to inquire about how best to call Mattress Marshalls. The salesman welcomed us until we told him why we were there at his store. He immediately turned his back to us, threw his hands in the air and told us that "he didn't know anything about Mattress Marshalls". He sat back down at his desk and without looking up told us to call [redacted].

I wish to have any company doing business to back up what they sell and live up to what they promised.Desired Settlement: I want to have SLEEPYS contact me and arrange for this defective returned to SLEEPYS and a different one of my selection to replace it. If there any upgrade charges that are acceptable to me I will promptly pay them.

Business

Response:

Case:

On May

**, 2012, [redacted] purchased a Serta king size mattress and split low

profiles box springs from Sleepy’s. On December *, 2013, [redacted] contacted

Sleepy's Customer Service Department claiming that his mattress was defective.

Since this was what would be a potential warranty issue, we coordinated for an

inspection of the merchandise. On December **, 2013, [redacted] contacted Sleepy's

Customer Service Department regarding his delayed inspection date. Unfortunately,

area where [redacted] resides has limited amount of inspection appointments

available. We apologize for any inconvenience this delay has caused [redacted].

Upon receipt of the complaint

filed with your office, our Customer Relations Department made contact with [redacted] on January *, 2014. Sleepy's reiterated the reason for the delay. [redacted] explained that he would be at his [redacted] home until May. We apologized

to [redacted] for the delay and offered to compensate him with a set of

sheets. [redacted] accepted this offer and will schedule the inspection

appointment for when he returns to the home where the mattress in question is

located. The king size sheet set will be received at [redacted] residence

anytime within two weeks after January *, 2014.

Since

we have satisfactorily resolved [redacted]’ complaint, we believe that no

further action is required. If you need any additional information please

contact [redacted] at [redacted] or [redacted].

Consumer

Response:

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

My complaint with SLEEPY'S is not resolved or settled. All they said on the phone call was that SLEEPY'S was sorry but I will have to wait until June of 2014 to have a person come to my home in ** to look at the mattress. They however told me that they are sending me sheets to make amends. I spent $2,000.00 on a faulty mattress and they think a pair of sheets is going to make me satisfied.

Please leave this case OPEN until the mattress is examined and a new one received.

Thank you,

Consumer

Response:

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

I purchased the $2,000 + mattress from Sleepy's and was told by Sleepy's that Sleepy's was the company that gives the warranty and stands behind the warranty. Now that the sale is done and monies have been paid to Sleepy's, Sleepy's is stating that they are no longer involved or responsible for any and all parts of the warranty. Sleepy's is stating that once the sale is over a little no name "third party" is responsible for my 25 year warranty that I paid dearly for.

I will deal with Sleepy's directly upon my return to my home in [redacted]. Currently all we can do now is push Emails back and forth to each other. I suggest my complaint be put on stand-by until I return to **.

I have told Sleepy's and I have told NYRevdex.com that I am in [redacted] until mid May 2014. I do not know where Sleepy's sent sheets to, in a insignificant way to try to state they are doing the right thing by me and my wife. I told Sleepy's in early January 2014 that I would be in [redacted] until mid May. I hope I don't return to my home in [redacted] and find wet and dirty sheets thrown on my front door steps from January 2014.

My address in [redacted]

Business

Response:

Case #: [redacted]

Sleepy’s is in receipt

of [redacted] 2nd rebuttal.

As the previous response

reflected a courtesy call was made to the consumer and an apology extended for

any experienced delays. As a gesture of goodwill the accommodation sheets were

offered and delivered via DHL on January **, 2014. The accommodation sheets were

shipped to the address [redacted] requested delivery such as:

We believe that no

further responses are required. If you need any additional information please

contact [redacted] at ###-###-#### or [redacted]

Review: My Son [redacted] Purchased a Mattress for me in May **, 2013,There was a Problem with said Mattress, where Upon One Side of the Mattress is Sagging and Pertrudeing , the Company sent an Inspector to Examine the Mattress and Took Measurements and Pictures from which I was Informed that the Results will be Sent back to me. The Inspectors Name Was [redacted] and his Number is #**The Appointment Date was 10/**/2013 (10:15 A.M. - 1:15 P.M.) Customer Ref #[redacted] the Information sent back stated that the Mattress was O.K. due to Specs and Warranty, and that we will not be Given an Exchange Mattress, I Disagree on there Findings and would Like a New Mattress.Desired Settlement: New Mattress

Business

Response:

Case #:

On October

**, 2013, [redacted]’s son [redacted] contacted Sleepy’s Customer Service Department claiming that the mattress received

in May 2013 was sagging. Since this was what would be a potential warranty

issue, we coordinated for an inspection of the merchandise. Sleepy’s dispatched

a third-party independent inspection company to [redacted]’s home, and the

inspection results revealed that both the box spring and mattress met the

manufacturer’s standards, and therefore did not qualify for a warranty

exchange. A copy of the inspection report was mailed to [redacted] on

November *, 2013.

Dissatisfied with the outcome,

[redacted] filed a complaint with your agency. On November **, 2013, our

Customer Relations Department contacted [redacted] expressed

her dissatisfaction that she has towards the mattresses. She also stated the body

impressions are still prominent in the mattress. [redacted] was offered

another inspection in sixty (60) days or the option of taking part in our

Satisfaction Assurance Plus program. The program would allow [redacted] to

exchange the mattress for a premium fee. [redacted] and [redacted] opted

for the exchange. [redacted] is scheduled to have delivery on November **,

2013.

Since we have satisfactorily

resolved [redacted]’s complaint, we believe no further action is necessary

at this time. Should you require any additional information, please contact [redacted] at ###-###-#### or [redacted] should you have any questions.

Review: I purchased a bed from Sleepy's on 05/**/2012 with a 10 year warranty. The bed began to sink in the middle about 6 months ago and became worse quickly. I contacted Sleepy's and told them the issue I was having. They stated I would have to have my bed inspected to verify if the bed had a manufacturer defect. A third party company came to my house and took pictures and measurements of the bed. They forwarded the results to Sleepy's and I received a letter in the mail stating that my "set has been deemed "not up to manufacturer standards"" The letter also stated that "under the manufacturers warranty your merchandise is eligible for an even exchange or replacement model from the manufacturer." I also received a credit memo in the amount of $1,511.99 to purchase a new bed. Shortly after receiving these documents, I visited my local Sleepy's in [redacted]. This is where I was told that the paperwork I had received in the mail was a "typo" and they did not have any record of the credit memo. The salesman faxed the documents to what I'm assuming as their main office. The answer I was given is that these documents were sent to me in error and they would only be giving me a credit of what I paid for the set. The issue I have with that is I purchased the merchandise on clearance and was told that if something was to go wrong with it, it would be replaced under the warranty. Furthermore, the salesman stated that I was not allowed to purchase anything on clearance with my credit. This forces me to pay money out of pocket for another bed. Bottom Line- I was sold defective merchandise that should be replaced under the warranty and Sleepy's is not exchanging or replacing the merchandise.Desired Settlement: I'm just looking to get a equal mattress set to the one I had, with no additional cost to me.

Business

Response:

Case #: [redacted]

On May **, 2012, [redacted] purchased from Sleepy’s a King Koil Laura Ashley clearance full

size mattress and box spring set. The new bedding was delivered on May **,

2012.

On November **, 2012, [redacted] contacted Sleepy's Customer Service Department

claiming the mattress was sagging. As a courtesy to [redacted], Sleepy's offered

her full credit for the set in the amount of $392.00, plus tax to select different

bedding.

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

Department claiming that the same Laura Ashley full size mattress and box

spring she purchased in May 2012 was sagging. Since this was what would be a potential warranty issue, we coordinated

for an inspection of the merchandise. Sleepy’s dispatched a third-party independent

inspection company to [redacted]’s home and the inspection results revealed that

both the mattress and the box spring did not meet the manufacturer’s standards, Therefore, pursuant

to the manufacturer’s warranty, [redacted] was approved to have a warranty

exchange of her full size mattress set. [redacted] was mailed out a credit

letter on May *, 2014.

On May **, 2014, [redacted] contacted Sleepy’s Customer Service Department claiming she received a credit

letter stating she had credit in the amount of $1,511.99 and asked why this

amount could not be honored. [redacted] was informed the amount showing was a

typographical error and the actual credit amount should be $392.00, plus tax,

which she could use towards any new bedding of her choice that was of equal or

greater value. [redacted] completed her exchange on May **, 2014.

Upon receipt of [redacted]’s complaint with your agency, a Customer Relations representative attempted to contact her however

we were unable to reach her and left a message.

Since [redacted] has since utilized her credit towards new bedding, we feel no further action is required

at this time. If you have any further questions please contact me at [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

I did receive a voicemail, I prefer to keep all conversation in writing.

In the response from Sleepy's there are errors.

1. I was not given tax on the $392.00 credit

2. I was told at the store that I could not pick a mattress of my choice because I had already purchased a clearance item. This forced me to purchase something that was higher than my credit.

3. "Exchange" was used- which means to means to me that the company should have REPLACED the defective mattress with something comparable. The sagging of the mattress and box spring is a manufacturer defect.

4. I have a copy of the official document that was sent to me stating the credit of $1,511.99 and this was approved by ID #[redacted] with the initials of ALV. I have never received any other paperwork stating any other credit valve.

5. Yes, I did complete an additional purchase but it was necessary as the defective mattress was giving me lower back pain. (which I have medical records showing that

I have a [redacted])

I appreciate your time trying to resolve my issue. The solution I am looking for is to be credited for what the defective mattress I paid for is worth (average selling price), not the clearance price which I paid because this was a manufacture defect. I feel I was pushed to by another mattress because the sales rep also told me that my credit was only good for 14 days, I also was not offered any clearance mattress sets to use the $392 for. If either company needs any of the documents, I will be

happy to fax them to you.

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

Sincerely,

Business

Response:

Case#: [redacted]

Sleepy’s is in receipt of the rebuttal regarding case # [redacted]. Upon receipt of the rebuttal filed, [redacted]

was sent via mail a copy of her invoice showing when her exchange was completed

she was given the tax on her credit amount of $392 towards the new bedding. As

mentioned in the original response, the amount of credit on the letter sent was

a typographical error and the amount of credit to be offered can only be the

amount initially invested. In regards to [redacted]’s complaint, a refund would

not be warranted in this case. [redacted] received the lowest possible price on

the new Simmons queen size set she received.

We apologize for any inconvenience and as a good will gesture we would like to

offer [redacted] complimentary pillows or sheets. If I can be of any further

assistance, or if you should require additional information, please do not

hesitate to contact [redacted] at ###-###-#### or email at [redacted]

Review: Defective Mattress/boxspring. We purchased two mattress/box spring sets and within less then one year, the pillow top mattress on the one set is completely worn in the center, there is a crease that runs across the top of the mattress from side to side. You cannot sleep on either side of the mattress. This mattress is in worse shape then the mattress we replaced after owning for 12 years. We contacted Sleepy's because the mattress is under warranty. They sent an inspector out, who deemed that the mattress seemed defective and that it had a 2 1/4 inch dip in the center of the mattress and that in his opinion, should be replaced. He then inspected the Box spring on the other set and stated the wood frame was broken and should also be replaced. No one from Sleepy's contacted us after his inspection. We called Sleepy's customer service today (2 weeks after the inspection was done), they will not replace the Queen size mattress, but they will give me a $67.50 credit towards the full size box spring they no longer carry.Desired Settlement: I am not looking for a refund, I just want a replacement that we can sleep on. We paid over $2,000 and feel that we did not get the service or the quality we deserve.

Business

Response:

Case #: [redacted]

On September **, 2014, the consumer contacted our Corporate Office with claims of the mattress she purchased in September 2013 was sagging. Since this was what would be a potential warranty issue, we coordinated for an inspection of the merchandise. The results of the inspection revealed that the box spring was broken and mattress was in fact performing up to the manufacture standards. Therefore, pursuant to the terms of the warranty, [redacted] was eligible for an exchange of the box spring only.

On October **, 2014, the consumer contacted our Customer Care Department and requested the results of the inspection. It was at that time the representative relayed the merchandise was performing up to the manufacturer standards. Dissatisfied with the results of the inspection the consumer filed a complaint with your office. At that time of delivery [redacted] received a copy of the manufacturer warranty which states in clear and concise language “Replacement of one piece does not automatically result in replacement of another piece”.

Even though the inspection determined that the mattress was not defective, Sleepy’s is still attempting to assist the customer by nonetheless offering:

1. Accommodating pricing which is a deep discount. As the cost of transportation is not covered in the manufacturer’s warranty, as an additional accommodation Sleepy’s is willing to absorb half of [redacted] transportation cost in the amount of $49.00. Once she selects replacement merchandise, an immediate delivery will be scheduled.

OR

2. A second inspection which will be completed by the consumer utilizing the in-home inspection kit we provide. This will enable the consumer to capture any area of the mattress that maybe her concern.

Since we have reviewed [redacted]’ complaint, we believe that no additional responses are required at this time. If the consumer opts to take advantage of any of the two available options she can reach out to me directly at the number provided below. If you have any further questions please contact me at [redacted] at [redacted] or [redacted].

Consumer

Response:

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

The complaint was for TWO (2) mattresses (A FULL and A QUEEN). When evaluating the Full size mattress, it was determined that it wasn't the mattress but in fact the box spring was broken. HOWEVER, the second mattress (Queen size) was also defective and not preforming to standards and noted by the inspector they assigned.

I believe that Sleepys is only referring to the full size mattress that we agreed the box spring could be the problem since it was deemed defective/broken. I am still left with a defective Queen size mattress, that they will not respond to.

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

Sincerely,

*

Business

Response:

Case #: [redacted]

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

Upon receipt of the consumer’s rebuttal her inspection results were reviewed once again. In effort to assist the consumer and resolve her complaint we are offering the [redacted]’ the store credit reflective of their Simmons BeautyRest mattress only in the amount of $1,025.21, plus tax. The consumer will be responsible for any difference in price; the [redacted]’ has fourteen (14) days to utilize their store credit by visiting a local showroom of their choice.

We have reviewed the [redacted]’ rebuttal, and believe that no additional responses are required at this time. If you have any further questions please contact me at [redacted] at ###-###-#### or [redacted].

Consumer

Response:

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

Sincerely,

Review: The corporate office customer service is by far the worst I have seen. I have been dealing with complications from my mattress since November of 2013. I had made the almost $2700 purchase in August of 2013 and found that the product was nothing like what we have tried at the store. At first I was recovering from a severe back sprain and was waiting until it healed for me to complain about the mattress but finally in November I realized it wasn't just my back any more. I had contacted the Sleepy's office in [redacted] from which I purchased it to complain that the product isn't what we had felt at the store. He had informed me that it was past the 30 day guarantee and I would need to get the mattress inspected for defects. When I had asked about the defects they would be looking for he said it was only a 1.5 inch dip that was visible for them to declare the mattress defective. Now we looked and could see it wasn't going to help and have an inspection because you could not see any thing wrong but when you lay on it you can feel a dip in the middle of the mattress. So we decided to wait. I had contacted [redacted] again at the end of April and spoke to the [redacted] who was willing to try and help she informed me to start with the inspection and then she will see what she can do next. So I contacted the Corporate office explained my situation and rep had said that this is not a defect but more of a comfort issue. Then she proceeded to tell me about the comfort exchange program. Which meant I would have to pay an additional delivery fee of $99 and exchange fee of $129 plus tax. I told her I didn't feel it would be right for me to have to pay additional money out of pocket and that we had spent so much money already on a mattress that isn't a year old we shouldn't be going through this problem. Then she contacted her [redacted] who also told me that I would be "wasting" my time to have an inspection done since there is no visible dip. I contacted [redacted] again in [redacted] to explain to her how unhelpful their corporate office was and she responded that she would call her distract [redacted] to see how she can help. Later that day she returned a call back saying I would need to go forward with the Comfort guarantee but she would discount my order so that it would offset my fees being paid out. I agreed to this and the next day Sunday April ** went to Sleepy's in Falmouth and picked out our new items. I had set up a deliver for today May * between 11 - 3. I made sure to give her my correct address because the first order was sent to my mothers house and not my house. I also asked for them to call me about an hour upon arrival to confirm the were going to the correct address. None of the delivery drivers had contacted me and went to the wrong address. They arrived to my mothers house at 1:20pm and told her their next delivery was at 3pm in Hyannis. They also waited an additional 20 minutes to leave my mothers house telling her he didn't have time to stop at my house for the delivery and I would need to reschedule. My house is approximately 20 minutes from my mothers and is in route to Hyannis so for the gentlemen to say they don't have time is not true. Also my delivery was scheduled between 11 and 3 they had just over an hour to make it to my house and deliver my mattress and head to Hyannis after. I contacted the delivery rep they told me that their is nothing they can do except to reschedule. She did schedule me for Tuesday May * between 11 to 3 and now I have to go to Sleepy's on Thursday to pick up my pillow that would have postponed the delivery to Friday. She also only refunded me HALF the delivery fee. Being a customer who has had this issue for too long now and had agreed to do the exchange and the company messing up on the delivery address for the second time is not fair to me. Also the corporate office seem to lack customer service all around. I don't feel I should have had to pay for the exchange or any additional fee for delivery and to only refund me half is absolute bull. The store [redacted] was kind enough to work this out for me but it is a shame that the corporate office has ne desire to help their customers. Which is what they are there for. I am also upset that I need to find the time to go to sleepy's to pick up a pillow because the one which was supposed to be delivered today is still on the truck and it would have prolonged the delivery.Desired Settlement: I should be refunded the full amount on my previous and current delivery as well as refunded the exchange fee.

Business

Response:

Case#: # [redacted]

On May *, 2014, [redacted] was scheduled to receive her delivery. However, when

the order was written her address was not updated and the drivers went to the

customer’s old address. We were unable to reroute the drivers as their schedule

is preset and it would take them off their route for their scheduled deliveries

causing them to run late.

Customer’s call was escalated to a [redacted] who apologized to the customer for the

inconvenience she experienced and accommodated her by refunding $50 of her

delivery fee. This was processed and sent to her credit card on May **, 2014.

Customer was rescheduled and received delivery on May *, 2014.

Customer is requesting that we refund her exchange fee as well as the remaining balance

of her delivery fee. At this time we are unable to accommodate the customer’s request,

however, [redacted] was given a refund of

$50 towards her delivery charge.

If you should require additional information please contact [redacted] at

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

I purchased a bed and box spring from my neighborhood Sleepy’s hoping to do my part in supporting local business. I was told that there is a satisfaction guarantee policy for customers, that if I was not satisfied I could simply return the merchandise.

I liked the bed, but quickly realized that because I had purchased a loft bed frame (which comes with built in support), that I would not need the box spring.

I called the store (to let them know I’d like to return the box spring), and they told to call the 800 number, so I did. I called the 800 number and they told me I needed to call the store, so I did (again). I called the store back, and they told me to come in, so I did.

Talk about the runaround!! That right there is enough to complain about (but I won’t).

Post purchase, I quickly found out how "anti-customer" Sleepy’s return policies are.

What I was NOT told prior to my purchase was that, not only would I not be able to get my money back, or even a store credit, but that I could not even exchange the box spring for a pillow and a bedliner . I was then told there would be a “fee” to pick up the box spring. Are you kidding me? So not only am I losing money, but you’re charging me more??

Being the reasonable person that I am, I asked your customer service “can you simply just come and pick up the box-spring with no fee and it will be a wash”. I’ll eat the $92.57. Even that was not accepted by Sleepy’s.

Needless to say I am very disappointed with my Sleepy’s experience and I would not reccomend anyone do business with them.