Rudest Salesman Ever, Worst Mattress, False Advertising
HAZLETON, PENNSYLVANIA -- UPDATE: Got our replacement mattress; as we suspected, it was the same- much harder than the showroom model, not at all the same. Our mattress did not "break in" with time either. So I refused delivery and we decided that rather than risk dealing with the awful salesman at Hazleton, we would try the Bloomsburg Sleepy's. We had a much better experience there. Bernie handled us; he was fantastic. We explained everything, and he went out of his way to make sure he did everything he could to resolve the issue to our satisfaction. We did a comfort exchange at a discounted fee, and got a great gel/memory foam mattress- all we had to pay was the $150 disposal fee. I cannot say enough about how accommodating the staff was. Bernie redeemed Sleepy's for us, at least for the most part. Still think they need to fire that guy from Hazleton, and their customer service reps online are nightmares.
I'm not a complainer; I'm willing to give anyone the benefit of the doubt. But this has been, hands-down, the worst retail experience I've ever had. Here's the story: needed a new mattress. Went to Sleepy's in Hazleton, despite some scary reviews about customer service. Tried a bunch of mattress, there was one on sale that was quite soft and such a heavy discount, we couldn't resist. Website said they had a score card that didn't require a credit check- I asked for that. Found out later that I was given the one that did require a credit check.
Approved for 2000, got mattress and had to pay extra to get boxsprings and mattress cover for the warranty. Was lied to about price of the boxsprings- we had to get a split box spring- salesgirl told us it would cost $100 extra- what she didn't say was that it was $100 extra for EACH BOXSPRING, so it was $300 more. Had to pay for delivery. Told that we could return the mattress within three weeks if we weren't satisfied.
We weren't satisfied. The mattress was delivered, and it was not even remotely the same. It looked the same, but it was hard as a rock. The VSN numbers and everything matched up, but it was NOT the same mattress. We need our mattresses to be VERY soft. The one in the show room was; the one we received was like sleeping on a board with a thin pillowtop. Called Sleepy's the same day, and was told by Tony that of course they weren't going to try to cheat us; they wanted us to be customers for life and be totally satisfied, so we should come up to the store the next day and pick out a new mattress, they would compensate us for our trouble.
Drove an hour to Hazleton the next day after not sleeping at all and waking up in pain. Met by the rudest salesperson ever. Don't know his name, but he is an older guy, maybe 60's, and the most arrogant jerk ever. Told us it couldn't be the mattress; it was us. But if it was the mattress, it was totally against all statistics. (He liked to spout off useless facts in an arrogant tone of voice instead of actually listening or trying to help us.) Told him it was not the same (after laying on the correct one again to make sure), and that we could not continue to use the mattress we had received- I was in severe pain. Instead of helping us pick a new one, he insisted we should just call customer service (he wouldn't do it) and get it swapped for another of the same, in case it was a factory error. He refused to help us. Confused and stunned, we left the store after half an hour of his BS, and I started crying. My husband got ticked.
He went back in and literally told the guy "This is what you're going to do. We want that mattress over there instead. If they bring the mattress and it's another hard one, we'll have to wait another couple weeks until you can deliver to our area again. We can't risk that. Do whatever you have to do to make this happen." The guy kept arguing throughout the night; my husband literally had to force the condescending jerk to help us several times. He almost had to threaten him, it was bizarre; I've never encountered someone like that in customer service. He should be fired immediately.
Anyway, we picked out another mattress, slightly more expensive, but great. The guy started to work out the financing (after complaining, sighing and making us feel like dirt for bothering him.) We were supposed to get compensated, per Tony. Nope. They wanted to charge us $250 for disposal of the old and delivery of the new mattress. We said we would get just the mattress and no boxsprings. It still came to almost $800 more, even though the mattress itself was only $500 more than our first one.
We asked if we could return the headboard we had gotten, because it was still unopened and in original box. They refused. We asked if we could get more credit- on the store card, which supposedly didn't require credit check. Denied. So my husband applied, even though his credit isn't great. Denied. So I tried to extend my line of credit. Denied. We asked if there was any way we could just have the floor model of the first mattress, since we knew it was what we liked. Denied. The guy kept insisting we just exchange for another of the same mattress and give it a few months. (Probably so the 21-day satisfaction "guarantee" joke time period would pass.)
Incidentally, I found out that two other mattresses in the same Simmons series were mislabeled (firm vs. plush). I tried to inform him. He argued with me, so I insisted he come over there and sit on them himself if he didn't believe me. When he check the tags, they didn't match the store's labels, so he begrudgingly admitted I was right, but said the other mattress number was still correct. (Which it is, and it matches ours, but they are NOT the same.)
So now, we are stuck with a rock hard mattress; I haven't slept since we received it. They are delivering another one (not for 4 days, though- next day delivery is falsely advertised there, just like the "no credit needed" poster in the window) but I am not hopeful. I am concerned that the one in the showroom may be the one that was incorrectly tagged by the factory, and there will be absolutely nothing we can do, short of forcing someone from Simmons to go to the showroom, drag our mattress there, and have them compare.
This is the biggest nightmare I have ever experienced with a store (and we have had some doozies!) We cannot get a cash refund to take our business elsewhere; Sleepy's blames Simmons for the discrepancy. I'm sure Simmons will say it was Sleepy's responsibility. We have to pay thousands of dollars for a mattress we HATE while I sleep on a recliner. The salesman made us feel lower than dirt (although to be fair, he was really arrogant and rude to everyone he talked to on the phone while we were there as well, including people at corporate, etc...). I wish I knew if we had any other options, but he literally refused to try to help us in any way; we had to force him to do what little he did.
Sleepy's could have had customers for life- we buy a new mattress every five years or so, and were eventually planning to work up to the highest quality adjustable-bed and mattress they carried. We are very brand-loyal people when we have a good experience. Instead, I will tell everyone I meet NEVER to go to Sleepy's, and as soon as we pay off this mattress, we will head to Mattress Warehouse, where the salesman we talked to was kind, helpful, friendly and HONEST.
In the meantime, I get to look forward to sleepless nights, and spending more money on trying to find a mattress topper that will keep my back, knees and neck from hurting. I've never been so angry (but it could be the sleep deprivation talking.) I will do everything I can in the future to ensure that Sleepy's loses as much business as possible.